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ITIL perspective on enterprise social media

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  • Alimam, Mayla
  • Bertin, Emmanuel
  • Crespi, Noel

Abstract

Enterprise Social Media (ESM) services have been largely considered in the literature as a new innovation; and thus a number of academic and industrial interests have been overlooked. This paper provides a new perspective of ESM literature, one that supports the claim that this research field should be considered as sustainable and no longer emergent. Based on ITIL framework for service lifecycle management, a total of 45 articles, spanning from 2010 to 2016, were analyzed to evaluate the current state of ESM literature. While summarizing and tabulating the literature findings for easy reference, the proposed taxonomy highlights that the main focus of researchers is on the stages of strategy and transition. It also highlights the remaining issues at each lifecycle stage and suggests future research directions.

Suggested Citation

  • Alimam, Mayla & Bertin, Emmanuel & Crespi, Noel, 2017. "ITIL perspective on enterprise social media," International Journal of Information Management, Elsevier, vol. 37(4), pages 317-326.
    • Handle: RePEc:eee:ininma:v:37:y:2017:i:4:p:317-326
    DOI: 10.1016/j.ijinfomgt.2017.03.005
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    References listed on IDEAS

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    1. Anuragini Shirish & Imed Boughzala & Shirish C. Srivastava, 2016. "Adaptive use of social networking applications in contemporary organizations : examining the motivations of Gen Y cohorts," Grenoble Ecole de Management (Post-Print) hal-01370642, HAL.
    2. Ashok Kumar Wahi & Yajulu Medury & Rajnish Kumar Misra, 2015. "Big Data: Enabler or Challenge for Enterprise 2.0," International Journal of Service Science, Management, Engineering, and Technology (IJSSMET), IGI Global, vol. 6(2), pages 1-17, April.
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    4. Anuragini Shirish & Imed Boughzala & Shirish C. Srivastava, 2016. "Adaptive use of social networking applications in contemporary organizations : examining the motivations of Gen Y cohorts," Post-Print hal-01370642, HAL.
    5. Silvana Trimi & Holta Galanxhi, 2014. "The impact of Enterprise 2.0 in organizations," Service Business, Springer;Pan-Pacific Business Association, vol. 8(3), pages 405-424, September.
    6. Poba-Nzaou, Placide & Lemieux, Nathalie & Beaupré, Daniel & Uwizeyemungu, Sylvestre, 2016. "Critical challenges associated with the adoption of social media: A Delphi of a panel of Canadian human resources managers," Journal of Business Research, Elsevier, vol. 69(10), pages 4011-4019.
    7. Iden, Jon & Eikebrokk, Tom Roar, 2013. "Implementing IT Service Management: A systematic literature review," International Journal of Information Management, Elsevier, vol. 33(3), pages 512-523.
    8. Mäntymäki, Matti & Riemer, Kai, 2016. "Enterprise social networking: A knowledge management perspective," International Journal of Information Management, Elsevier, vol. 36(6), pages 1042-1052.
    9. Shirish, Anuragini & Boughzala, Imed & Srivastava, Shirish C., 2016. "Adaptive use of social networking applications in contemporary organizations: Examining the motivations of Gen Y cohorts," International Journal of Information Management, Elsevier, vol. 36(6), pages 1111-1123.
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