nach oben

Information Systems and e-Business Management

Erschienen in:

01.06.2011 | Original Article

A methodical procedure for designing consumer oriented on-demand IT service propositions

verfasst von: Henrik Brocke, Falk Uebernickel, Walter Brenner

Erschienen in: Information Systems and e-Business Management | Ausgabe 2/2011

Einloggen

Aktivieren Sie unsere intelligente Suche, um passende Fachinhalte oder Patente zu finden.

search-config

KI-gestützte Suche

Aus

Abstract

IT providers are increasingly facing the challenge to adapt their previously resource oriented service portfolios in order to offer their customers services which explicitly support business processes. Such customer centric service propositions, however, seem to contradict the demand for standardized and automated operational IT processes more than traditional IT service offers, as they are even more subject to customer individual reengineering efforts due to permanently changing business requirements. In order to reconcile increased efficiency in operational processes and effectiveness in consumer oriented service propositions, we propose (1) to predefine all service propositions in consideration of both consumer oriented commitments and operational processes, and (2) to allow for standardized customization by offering a selection of complementary service propositions that extend commitments regarding customer oriented functionality and performance. Such service propositions are aligned with a company’s entities such as workplaces. Thereby the customer organization is enabled to trace, control and adjust commitments, value and expenses of IT services per entity in its business. We introduce a procedural model for designing and on-demand requesting this kind of service propositions, and we illustrate the model’s application and impact by examples taken from two large projects with an associated IT provider.

Vorheriger Artikel Dynamics of value co-creation in complex IT service engagements

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

über 102.000 Bücher
über 537 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Finance + Banking
Management + Führung
Marketing + Vertrieb
Maschinenbau + Werkstoffe
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Technik"

Online-Abonnement

Mit Springer Professional "Technik" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 390 Zeitschriften

aus folgenden Fachgebieten:

Automobil + Motoren
Bauwesen + Immobilien
Business IT + Informatik
Elektrotechnik + Elektronik
Energie + Nachhaltigkeit
Maschinenbau + Werkstoffe

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

über 67.000 Bücher
über 340 Zeitschriften

aus folgenden Fachgebieten:

Bauwesen + Immobilien
Business IT + Informatik
Finance + Banking
Management + Führung
Marketing + Vertrieb
Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

Jetzt informieren

Aalst WMPvd (2006) Formalization and Verification of Event-driven Process Chains. Department of Mathematics and Computing Science, Eindhoven University of Technology, Eindhoven

Alter S (2006) The work system method: connecting people, processes, and IT for business results. Work System Press, Larkspur

Alter S (2008) Service system fundamentals: work system, value chain, and life cycle. IBM Syst J 47(1):71–85CrossRef

Ament K (2003) Single sourcing—building modular documentation. William Andrew Publishing, Norwich

Andrieux A, Czajkowski K, Dan A, Keahey K, Ludwig H, Pruyne J, Rofrano J, Tuecke S, Xu M (2007) Web services agreement specification (WS-Agreement). Global Grid Forum, Muncie

Archer N, Yuan Y (2000) Managing business-to-business relationships throughout the e-commerce procurement life cycle. Internet Res 10(5):385–395CrossRef

Argyris C, Putnam R, Maclain Smith D (1982) Action science—concepts, methods and skills for research and intervention. Jossey-Bass, San Francisco

Barrett R, Kandogan E, Maglio PP, Haber EM, Takayama LA, Prabaker M (2004) Field studies of computer system administrators: analysis of system management tools and practices. In: Proceedings of the ACM conference on computer supported cooperative work, Chicago, IL, 06–10 November 2004

Baskerville R, Wood-Harper T (1998) Diversity in information systems action research methods. Eur J Inform Syst 7(2):90–107CrossRef

Becker J, Delfmann P, Dreiling A, Knackstedt R, Kuropka D (2004) Configurative process modeling—outlining an approach to increased business process model usability. In: Proceedings of the information resources management association conference, New Orleans, LA, 23–26 May 2004

Bitner MJ, Faranda WT, Hubbert AR, Zeithaml VA (1997) Customer contributions and roles in service delivery. Int J Serv Ind Manage 8(3):193–205CrossRef

Braun C, Wortmann F, Hafner M, Winter R (2005) Method construction—a core approach to organizational engineering. In: Proceedings of the ACM symposium on applied computing, Santa Fe, New Mexico, 13–17 March 2005

Brocke H, Hau T, Vogedes A, Schindlholzer B, Uebernickel F, Brenner W (2009) Design rules for user-oriented IT service descriptions. In: Proceedings of the 42nd Hawaii international conference on system sciences (HICSS), Waikoloa, HI, 08 January 2009

Brocke H, Uebernickel F, Brenner W (2010a) Mass customizing IT-service agreements—towards individualized on-demand services. In: Alexander T, Turpin M, Deventer JPV (eds) 18th European conference on information systems (ECIS). Pretoria, South Africa

Brocke H, Uebernickel F, Brenner W (2010b) Reuse-mechanisms for mass customizing IT-service agreements. In: Proceedings of the 16th Americas conference on information systems (AMCIS). Lima, Peru, 12–15 August 2010

Brocke H, Uebernickel F, Brenner W (2011) Customizing IT service agreements as a self service by means of productized service propositions. In: Proceedings of the 44th Hawaii international conference on system sciences (HICSS). Koloa, HI, 04–07 January 2011

Bullinger H-J, Scheer A-W (2006) Service engineering: Entwicklung und Gestaltung innovativer Dienstleistungen, 2nd edn. Springer, Berlin (in German)

Bullinger H-J, Fähnrich K-P, Meiren T (2003) Service engineering: methodical development of new service products. Int J Prod Econ 85(3):275–287CrossRef

Chesbrough H, Spohrer J (2006) A research manifesto for services science. Comm ACM 49(7):35–40CrossRef

Constantin JA, Lusch RF (1994) Understanding resource management. The Planning Forum, Oxford, OH

Da Rold C (2009) Infrastructure utility services: the business between outsourcing and the cloud. Gartner Inc

Dan A, Davis D, Kearney R, Keller A, King R, Kuebler D, Ludwig H, Polan M, Spreizer M, Youssef A (2004) Web services on demand: WSLA-driven automated management. IBM Syst J 43(1):136–158CrossRef

Ebert C, Dumke R, Bundschuh M, Schmietendorf A (2005) Best practice in software measurement—how to use metrics to improve project and process performance. Springer, Berlin

Edvardsson B, Olsson J (1996) Key concepts for new service development. Serv Indust J 16(2):140–164CrossRef

EITO (2007) European information technology observatory 2007. European Information Technology Observatory, European Economic Interest Grouping, Frankfurt, Germany

Ernest M, Nisavic JM (2007) Adding value to the IT organization with the component business model. IBM Syst J 46(3):387–403CrossRef

Fettke P, Loos P (2003) Classification of reference models: a methodology and its application. Inform Syst E Bus Manage 1(1):35–53CrossRef

Galbraith JR (2002) Organizing to deliver solutions. Organ Dynam 31(2):194–207CrossRef

Galup SD, Dattero R, Quan JJ, Conger S (2009) An overview of IT service management. Commun ACM 52(5):124–127CrossRef

Garschhammer M, Hauck R, Hegering H-G, Kempter B, Radisic I, Rolle H, Schmidt H, Langer M, Nerb M (2001a) Towards generic service management concepts: a service model based approach. In: Pavlou G, Anerousis N (eds) 7th IFIP/IEEE international symposium on integrated network management. IEEE, Seattle, WA, pp 719–732

Garschhammer M, Hauck R, Kempter B, Radisic I, Roelle H, Schmidt H (2001b) The MNM service model—refined views on generic service management. J Comm Network 3(4):297–306

Glushko RJ, Tabas L (2009) Designing service systems by bridging the “front stage” and “back stage”. Inform Syst E Bus Manage 7(4):395–471CrossRef

Grönroos C (2000) Service management and marketing: a customer relationship management approach. Wiley, West Sussex

Gummesson E (2000) Qualitative methods in management research, 2nd edn. Sage Publications, Thousand Oaks

Gutzwiller T (1994) Das CC RIM-Referenzmodell für den Entwurf von betrieblichen, transaktionsorientierten Informationssystemen. Physica, Heidelberg (in German)

Hegering H-G, Beck S, Neumair B (1999) Integrated management of networked systems: concepts, architectures, and their operational application. The Morgan series in networking. Morgan Kaufmann Pub, San Francisco, CA

Holub E (2009) Embracing ITSM to build a customer service provider culture in IT I&O. Gartner Inc

ITGI (2007) Control objectives for IT and related technologies. IT Governance Institute (ITGI), Rolling Meadows

Ivens BS (2005) Flexibility in industrial service relationships: the construct, antecedents, and performance outcomes. Ind Mark Manag 34(6):566–576CrossRef

Kannan PK, Proenca JF (2010) Design of service systems under variability: research issues. Inform Syst E Bus Manage 8(1):1–11CrossRef

Kaplan AM, Haenlein M (2006) Toward a parsimonious definition of traditional and electronic mass customization. J Prod Innovat Manage 23(2):168–182CrossRef

Kaplan J, Forrest W, Kindler N (2008) Revolutionizing data center efficiency. Uptime Institute Symposium 2008, Green Enterprise Computing, McKinsey

Karten N (2004) With service level agreements, less is more. Inform Syst Manage 21(4):43–44CrossRef

Keel AJ, Orr MA, Hernandez RR, Patrocinio EA, Bouchard J (2007) From a technology-oriented to a service-oriented approach to IT management. IBM Syst J 46(3):549–564CrossRef

Keller G, Nüttgens M, Scheer A-W (1992) Semantische Prozeßmodellierung auf der Grundlage “Ereignisgesteuerter Prozessketten (EPK)”. Veröffentlichungen des Instituts für Wirtschaftsinformatik, University of Saarland, Saarbrücken (in German)

Kunau G, Junginger M, Herrman T, Krcmar H (2005) Ein Referenzmodell für das Service Engineering mit multiperspektivischem Ansatz. In: Herrmann T, Kleinbeck U, Krcmar H (eds) Konzepte für das service engineering—Modularisierung, Prozessgestaltung und Produktivitätsmanagement. Physica, Heidelberg, pp 187–216 (in German)

Lau F (1997) A review on the use of action research in information systems studies. In: Lee AS, Liebenau J, DeGross J (eds) Information systems and qualitative research. Chapman and Hall, London, pp 31–68

Maglio PP, Srinivasan S, Kreulen JT, Spohrer J (2006) Service systems, service scientists, SSME, and innovation. Comm ACM 49(7):81–85CrossRef

Maglio PP, Vargo SL, Caswell N, Spohrer J (2009) The service system is the basic abstraction of service science. Inform Syst E Bus Manage 7(4):395–406CrossRef

Metelko J, Mueller C, Sinka I, Alili S, Blacksell T, Camoin G, Donaldson S, Edwards S, François C (2008) The role of the IT function in business innovation. Global CIO survey. Capgemini Consulting

Ng ICL, Maull R, Yip N (2009) Outcome-based Contracts as a driver for systems thinking and service-dominant logic in service science: evidence from the defence industry. Eur Manage J 27(6):377–387CrossRef

O’Sullivan J, Edmond D, Ter Hofstede A (2002) What’s in a service?—Towards accurate description of non-functional service properties. Distrib Parallel Databases 12(2):117–133CrossRef

OGC (2007a) ITIL—service design. IT Infrastructure Library, The Stationery Office (TSO), Norwich

OGC (2007b) ITIL—service strategy. IT Infrastructure Library, The Stationery Office (TSO), Norwich

OGC (2007c) ITIL—service transition. IT Infrastructure Library, TSO, Norwich

Oliva R, Kallenberg R (2003) Managing the transition from products to services. Int J Serv Ind Manage 14(2):160–172CrossRef

Österle H, Blessing D (2000) Business engineering model. In: Österle H, Winter R (eds) Business engineering. Springer, Berlin, pp 61–82

Peppard J (2003) Managing IT as a portfolio of services. Eur Manage J 21(4):467–483CrossRef

Pine BJ (1993) Mass customization: the new frontier in business competition. Harvard Business School Press, Boston

Ramaswamy R (1996) Design and management of service processes: keeping customers for life. Addison-Wesley, Reading

Rands T (1992) Information technology as a service operation. J Inform Tech 7(4):189–201CrossRef

Rapoport R (1970) Three dilemmas in action research. Human Relations 23(6):499–513CrossRef

Rodosek GD (2003) A generic model for IT services and service management. In: Goldszmidt G, Schönwälder J (eds) 8th International symposium on integrated network management. Colorado Springs, IEEE, pp 171–184

Saltzer JH, Reed DP, Clark DD (1984) End-to-end arguments in system design. ACM Trans Comput Syst 2(4):277–288CrossRef

Scheer A-W (2000) ARIS—business process modeling, 3rd edn. Springer, Berlin

Spohrer J, Maglio PP, Bailey J, Gruhl D (2007) Steps toward a science of service systems. IEEE Comput Soc 40(1):71–77

Sturm R, Morris W, Jander M (2000) Foundations of service level management. Sams, Indianapolis

Susman GI, Evered RD (1978) An assessment of the scientific merits of action research. Adm Sci Q 23(4):582–603CrossRef

Thomas O, vom Brocke J (2010) A value-driven approach to the design of service-oriented information systems—making use of conceptual models. Inform Syst E Bus Manage 8(1):67–97CrossRef

Tien JM, Berg D (2003) A case for service systems engineering. J Syst Sci Syst Eng 12(1):13–38CrossRef

Trienekens JM, Bouman JJ, van der Zwan M (2004) Specification of service level agreements: problems, principles and practices. Software Qual J 12(1):43–57CrossRef

Unterharnscheidt P, Kieninger A (2010) Service level management—challenges and their relevance from the customers’ point of view. In: Proceedings of the 16th Americas conference on information systems (AMCIS). Lima, Peru, 12–15 August 2010

Vaattovaara M (1999) Transforming services into products in a systems engineering company. Helsinki University of Technology, Helsinki

Van Bon J (2007) IT service management: an introduction. Van Haren Publishing, Zaltbommel

Vargo SL, Lusch RF (2004) Evolving to a new dominant logic for marketing. J Market 68(1):1–17CrossRef

Vargo SL, Lusch RF (2006) Service-dominant logic: what it is, what it is not, what it might be. In: Lusch RF, Vargo SL (eds) The service-dominant logic of marketing: dialog, debate, and directions. M.E. Sharpe Inc., Armonk, pp 43–56

Whyte WF, Greenwood DJ, Lazes P (1991) Participatory action research—through practice to science in social research. In: Whyte WF (ed) Participatory action research. Sage, Newbury Park, pp 19–55

Wikström S (1996) Value creation by company-consumer interaction. J Market Manage 12(5):359–374CrossRef

Winniford MA, Conger S, Erickson-Harris L (2009) Confusion in the ranks: IT service management practice and terminology. Inform Syst Manage 26(2):153–163CrossRef

Wittgreffe J, Dames M, Clark J, McDonald J (2006) End-to-end service level agreements for complex ICT solutions. BT Technol J 24(4):31–46CrossRef

Zarnekow R, Brenner W, Pilgram U (2006) Integrated information management: applying successful industrial concepts in IT., 1st edn. Springer, Berlin

Zeithaml V (1988) Consumer perceptions of price, quality, and value: a means-end model and synthesis of evidence. J Market 52(3):2–22CrossRef

Titel: A methodical procedure for designing consumer oriented on-demand IT service propositions
verfasst von: Henrik Brocke
Falk Uebernickel
Walter Brenner
Publikationsdatum: 01.06.2011
Verlag: Springer-Verlag
Erschienen in: Information Systems and e-Business Management / Ausgabe 2/2011
Print ISSN: 1617-9846
Elektronische ISSN: 1617-9854
DOI: https://doi.org/10.1007/s10257-010-0147-z

Springer Professional

Abstract

Bitte loggen Sie sich ein, um Zugang zu Ihrer Lizenz zu erhalten.

Sie haben noch keine Lizenz? Dann Informieren Sie sich jetzt über unsere Produkte:

Springer Professional "Wirtschaft+Technik"

Springer Professional "Technik"

Springer Professional "Wirtschaft"

Weitere Artikel der Ausgabe 2/2011

Opening up innovation: the impact of contextual factors on the co-creation of IT-enabled value adding services within the manufacturing industry

From self-service to super-service: a resource mapping framework for co-creating value by shifting the boundary between provider and customer

Dynamics of value co-creation in complex IT service engagements

Risk in agreement networks

Mining purchasing decision rules from service encounter data of retail chain stores