ITIL perspective on enterprise social media

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.