ITIL perspective on enterprise social media

作者：

Highlights：

• Taxonomy of current ESM literature based on ITIL framework for IT service lifecycle management.

• ESM literature is mainly focusing on two lifecycle stages: strategy and transition.

• Highlights of the main remaining issues at each stage are provided.

• A complete vision of the overall lifecycle stages should be maintained while initiating an implementation of an ESM service. It starts from the enterprise’s strategic objectives to end with the usage evaluation.

摘要

•Taxonomy of current ESM literature based on ITIL framework for IT service lifecycle management.•ESM literature is mainly focusing on two lifecycle stages: strategy and transition.•Highlights of the main remaining issues at each stage are provided.•A complete vision of the overall lifecycle stages should be maintained while initiating an implementation of an ESM service. It starts from the enterprise’s strategic objectives to end with the usage evaluation.

论文关键词：Enterprise social media,Enterprise 2.0,ITIL

论文评审过程：Received 7 September 2016, Revised 10 March 2017, Accepted 11 March 2017, Available online 30 March 2017, Version of Record 30 March 2017.

论文官网地址：https://doi.org/10.1016/j.ijinfomgt.2017.03.005