The question arises if – in the reversed direction of the
influence mentioned above – the application of best practice
methods from the IT domain to other business sectors,
especially to the service sector, is possible and reasonable. If
this were the case, these sectors could put methods from the
IT sector into action and execute their own services more
effectively and efficiently, just as the IT sector is profiting
from the industrialization experiences of other sectors. In this
paper, we study the feasibility of a generalized service
delivery concept based on ITIL. The applicability of this
concept is demonstrated using the example of after-sales
services.