Skip to main content
Disciplines
Automotive Business IT + Informatics Construction + Real Estate Electrical Engineering + Electronics Energy + Sustainability Insurance + Risk Finance + Banking Management + Leadership Marketing + Sales Mechanical Engineering + Materials
Events
DE
EN
Books
Journals
Topic Page
Marketing
Start single access now
Access for companies
EXTENDED SEARCH
Log in
Top
Published in:
Extending an Association Map to Handle Large Data Sets Read chapter Read first chapter

2017 | OriginalPaper | Chapter

Giving IT Services a Theoretical Backing

Authors : Alexander Teubner, Christian Remfert

Published in: Human Interface and the Management of Information: Information, Knowledge and Interaction Design

Publisher: Springer International Publishing

Log in

Activate our intelligent search to find suitable subject content or patents.

search-config
loading …

Abstract

The Information Technology Infrastructure Library (ITIL) is the prevailing standard for managing Information Technology (IT) operations in practice. What is revolutionary about the ITIL is that it proposes to conceive of IT not (only) as a technology, but rather as a means of providing services to businesses. This idea has gained considerable attention in academia, and has given rise to identifying “IT Service Management (ITSM)” as a new management paradigm and field of research. Unfortunately, the concept of an IT service has been poorly elaborated the within ITIL, and remains elusive in the academic debate surrounding ITSM. With this paper, we set out to resolve the vagueness surrounding the notion of an IT service based on an extensive literature review. We conclude a set of six defining features that we believe, if taken together, fully capture the concept of an IT service. We also substantiate these features with underlying theories. Finally, we illustrate the potential of our definition with an exemplary IT service that we defined for a German publishing company in the context of an ITSM research project we recently conducted.

Dont have a licence yet? Then find out more about our products and how to get one now:

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!

inform now

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!

inform now

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!

inform now
previous chapter Analysis to the Customer of the EC Site User
next chapter Analysis of the Consumption Action Behavior that Considered a Season
Literature
1.
Cater-Steel, A., Zarnekow, R., Wulf, J.: IT service management in the academic curriculum - Comparing an Australian and German experience. In: Proceedings of 15th Pacific Asia Conference on Information Systems (PACIS 2011) (2011)
2.
Kemper, H.-G., Hadjicharalambous, E., Paschke, J.: IT-Servicemanagement in deutschen Unternehmen – Ergebnisse einer empirischen Studie zu ITIL. HMD - Prax. der Wirtschaftsinformatik, pp. 22–31 (2004)
3.
Hochstein, A., Tamm, G., Brenner, W.: Service oriented IT management: Benefit, cost and success factors. In: Proceedings of the European Conference on Information Systems (2005)
4.
Tan, W.-G., Cater-Steel, A., Toleman, M.: Implementing IT service management: A case study focussing on critical success factors. J. Comput. Inf. Syst. Winter 50(2), 1–12 (2009)
5.
Marrone, M., Kolbe, L.M.: Uncovering ITIL claims: IT executives’ perception on benefits and business-IT alignment. Inf. Syst. E-bus. Manag. 9, 363–380 (2011)CrossRef
6.
Marrone, M., Gacenga, F., Cater-Steel, A., Kolbe, L.: IT service management: A cross-national study of ITIL adoption. Commun. Assoc. Inf. Syst. 34, 865–892 (2014)
7.
Winniford, M., Conger, S., Erickson-Harris, L.: Confusion in the ranks: IT service management practice and terminology. Inf. Syst. Manag. 26, 153–163 (2009)CrossRef
8.
Hochstein, A.: Operations management and IS: Using the SCOR-Model to source make and deliver IS services. In: Proceedings of the 12th Americas Conference on Information Systems (2006)
9.
Becker, J., Pöppelbuß, J., Venker, D., Schwarze, L.: Industrialisierung von IT-Dienstleistungen: Anwendung industrieller Konzepte und deren Auswirkungen aus Sicht von IT-Dienstleistern. In: Proceedings of the 10th International Conference on Wirtschaftsinformatik, pp. 345–354 (2011)
10.
Teubner, A., Remfert, C.: IT service management revisited - insights from seven years of action research. In: Proceedings of the International Conference Information Resources Management (2012)
11.
Huppertz, P.G., Kresse, M., Swidlowski: IT Service Management Advanced Pocket Book. IT-Service - Kern des Ganzen. Serview GmbH (2006)
12.
Lichtenstein, S., Nguyen, L., Hunter, A.: Issues in IT service-oriented requirements engineering. Australas. J. Inf. Syst. 13, 176–191 (2005)
13.
Peppard, J.: Managing IT as a portfolio of services. Eur. Manag. J. 21, 467–483 (2003)CrossRef
14.
Cooper, H.M.: Organizing knowledge syntheses: A taxonomy of literature reviews. Knowl. Soc. 1, 104 (1988)
15.
Zeng, J., Lin, I.J., Dispoto, G., Hoarau, E., Beretta, G.: On-demand digital print services: A new commercial print paradigm as an IT service vertical. In: Proceedings of the - 2011 Annual SRII Global Conference SRII 2011, pp. 120–125 (2011)
16.
Shao, X., Chai, T.Y., Lee, T.K., Ngoh, L.H., Zhou, L., Kirchberg, M.: An integrated telecom and IT service delivery platform. In: Proceedings of the 3rd IEEE Asia-Pacific Services Computing Conference APSCC 2008, pp. 391–396 (2008)
17.
Mayerl, C., Vogel, T., Abeck, S.: SOA-based integration of service management applications integrated IT service management. In: International Conference on Web Services (2008)
18.
Cai, H.: A two steps method for analyzing dependency of business services on IT services within a service life cycle. In: 2006 IEEE International Conference on Web Services, pp. 877–884 (2006)
19.
Dhar, S.: From outsourcing to cloud computing: Evolution of IT services. In: IEEE International Technology Management Conference, pp. 1–5. IEEE (2011)
20.
Kuo, P., Hsieh, C., Road, T.: Service competition for IT service outsourcing, pp. 1–4 (2008)
21.
Su, N., Levina, N.: Global multisourcing strategy: Integrating learning from manufacturing into IT service outsourcing. IEEE Trans. Eng. Manag. 58, 717–729 (2011)CrossRef
22.
Xi, C.: The theoretical research on contracts in IT service industry, pp. 3274–3276 (2007)
23.
Noroozi, F.: Outsourcing of IT services and its affect on IT development in Iran shahkoohg. In: 2006 International Conference on Information and Communication Technologies and Development (2006)
24.
Jonsson, N., Möller, O., Lilliesköld, J.: Reasons for not offshoring IT services in Swedish banks. In: Portland International Conference on Management of Engineering and Technology, pp. 1451–1455 (2007)
25.
He, T., Jiang, H., Zhang, L.: Capacity expansion for an IT service firm under exponential demand growth with skilled workforce. In: 2010 International Conference on Modelling, Identification and Control, pp. 617–622 (2010)
26.
Lee, K., Park, T.Y., Krishnan, R.T.: Catching-up or Leapfrogging in the Indian IT service sector: Windows of opportunity, path-creating, and moving up the value chain. Dev. Policy Rev. 32, 495–518 (2014)CrossRef
27.
Jeong, E.J., Jeong, S.R.: A checklist for assessment of risks involved in IT service project contract. J. Internet Comput. Serv. 170, 57–65 (2014)CrossRef
28.
Woodside, J.M.: Managing IT innovation: Recessionary service and staffing model perspectives. In: IEEE International Technology Management Conference, pp. 4–7 (2011)
29.
Bharati, P.: India’s IT services industry: A comparative analysis. Computer (Long Beach Calif.) 38(1), 71–75 (2005)MathSciNet
30.
Witmeur, O., Fayolle, A.: Developing and testing a typology of growth strategies of entrepreneurial IT service firms. Solvy Brussels School of Economics and Management, Brussel (2010)
31.
European Information Technology Observatory: ICT Market Report 2012 / 13 Definitions & Methodology (2013)
32.
Statistisches Bundesamt: Erzeugerpreisindizes für Dienstleistungen: Informationen zum Preisindex IT-Dienstleistungen. DESTATIS, Wiesbaden (2013)
33.
IDC: Europe, Middle East and Africa IT and Business Services (2015)
34.
Nieminen, P., Auer, T.: Packaging of IT Services (1998)
35.
Harmon, R., Auseklis, N., Reinoso, M.: From green computing to sustainable IT: Developing a sustainable service orientation, pp. 1–10 (2010)
36.
Hintsch, J., Kramer, F., Turowski, K.: ERP systems’ usage in the German IT service industry: An exploratory multi-case study. In: Proceedings of the - IEEE International Enterprise Distributed Object Computing Work, EDOCW 2015, pp. 169–178, November 2015
37.
Böhmann, T.: Modularisierung von IT-Dienstleistungen: Eine Methode für das Service-Engineering. Deutscher Universitäts-Verlag, Wiesbaden (2004)CrossRef
38.
Buhl, H.U., Heinrich, B., Henneberger, M., Krammer, A.: Service Science. Wirtschaftsinformatik, vol. 50 (2008)
39.
Hefley, B., Murphy, W. (eds.): Service Science, Management and Engineering Education for the 21st Century. Springer, Boston (2008)
40.
Cheng, Y.: Information security risk assessment model of IT outsourcing managed service. In: 12th International Conference on Management e-Commerce e-Government, pp. 116–121 (2012)
41.
Bhamidipaty, A., Lotlikar, R., Banavar, G.: RMI: A framework for modeling and evaluating the resiliency maturity of IT service organizations (2007)
42.
Deshpande, P.M., Garg, D., Suri, N.R.: Auction based models for ticket allocation problem in IT service delivery industry. In: Proceedings of the 2008 IEEE International Conference on Services Computing, vol. 1, pp. 111–118 (2008)
43.
Dube, P., Grabarnik, G., Shwartz, L.: SUITS: How to make a global IT service provider sustainable? In: Proceedings of the 2012 IEEE Network Operations and Management Symposium NOMS 2012, pp. 1352–1359 (2012)
44.
Grawe, T., Fähnrich, K.-P.: Service engineering bei IT-Dienstleistern. In: Fähnrich, K.-P., van Husen, C. (eds.) Entwicklung IT-basierter Dienstleistungen, pp. 281–301. Springer, Heidelberg (2008)CrossRef
45.
Zarnekow, R., Brenner, W., Pilgram, U.: Integriertes Informationsmanagement: Strategien und Lösungen für das Management von IT-Dienstleistungen. Springer, Heidelberg (2005)
46.
Meister, V.G., Jetschni, J.: Towards a semantic information system for IT services. In: 2012 Eighth International Conference on the Quality of Information and Communications Technology (2012)
47.
Schomann, M., Röder, S.: Chancen und Grenzen der Industrialisierung von IT-Services. In: Keuper, F., Wagner, B., Wysuwa, H.-D. (eds.) Managed Services, pp. 66–90. Springer, Wiesbaden (2009)
48.
Teubner, A.: IT-Service Management in Wissenschaft und Praxis: Best Practice in der akademischen Diskussion und industriellen Umsetzung (German Edition). VDM Verlag Dr. Müller, Saarbrücken (2008)
49.
Hallek, S.: Produktionsplanung und -steuerung für IT-Services. Logos (2009)
50.
Kozlova, E., Hasenkamp, U., Kopanakis, E.: Use of IT best practices for non-IT services. In: Annual SRII Global Conference SRII, pp. 725–734 (2012)
51.
Rodosek, G.D.: A generic model for IT services and service management. In: Goldszmidt, G., Schönwälder, J. (eds.) Integrated Network Management VIII. ITIFIP, vol. 118, pp. 171–184. Springer, Boston (2003). doi:10.​1007/​978-0-387-35674-7_​24 CrossRef
52.
Brocke, H., Uebernickel, F., Brenner, W.: Customizing IT service agreements as a self service by means of productized service propositions. In: Proceedings of the Annual Hawaii International Conference on System Science (2011)
53.
Rudolph, S.: Servicebasierte Planung und Steuerung der IT-Infrastruktur im Mittelstand. (2009)
54.
Silva, E., Chaix, Y.: Business and IT governance alignment simulation essay on a business process and IT service model. In: Proceedings of the Annual Hawaii International Conference on System Sciences, pp. 1–11 (2008)
55.
Ebert, N., Uebernickel, F., Hochstein, A., Brenner, W.: A service model for the development of management systems for IT-enabled services. In: Proceeding of the Thirteenth Americas Conference on Information Systems, Keystone, Colorado, pp. 1–8 (2007)
56.
Wui-Ge, T., Cater-Steel, A., Toleman, M.: Implementing IT service management: A case study focusing on critical success factors. J. Comput. Inf. Syst. 50, 1–12 (2009)
57.
Galup, S.D., Dattero, R., Quan, J.J., Conger, S.: An overview of IT service management. Commun. ACM 52, 124 (2009)CrossRef
58.
Jin, K., Ray, P.: Business-oriented development methodology for IT service management. In: Proceedings of the 41st Annual Hawaii International Conference on System Sciences, p. 99 (2008)
59.
McNaughton, B., Ray, P., Lewis, L.: Designing an evaluation framework for IT service management. Inf. Manag. 47, 219–225 (2010)CrossRef
60.
Braun, C., Winter, R.: Integration of IT service management into enterprise architecture. In: Proceedings of the 2007 ACM Symposium on Applied Computing - SAC 2007 (2007)
61.
Lucio-Nieto, T., Colomo-Palacios, R., Soto-Acosta, P., Popa, S., Amescua-Seco, A.: Implementing an IT service information management framework: The case of COTEMAR. Int. J. Inf. Manage. 32, 589–594 (2012)CrossRef
62.
Valiente, M.-C., García-Barriocanal, E., Sicilia, M.-Á.: Applying ontology-based models for supporting integrated software development and IT service management processes. IEEE Trans. Syst. Man Cybern. Part C – Appl. Rev. 42, 61–74 (2012)CrossRef
63.
Iden, J., Langeland, L.: Setting the stage for a successful ITIL adoption: A delphi study of IT experts in the norwegian armed forces. Inf. Syst. Manag. 27, 103–112 (2010)CrossRef
64.
Wegmann, A., Regev, G., Garret, G.-A., Marechal, F.: Specifying services for ITIL service management. In: International Workshop on Service-Oriented Computing: Consequences for Engineering Requirements, 16th IEEE International Requirements Engineering Conference (2008)
65.
Abolhassan, F.: Der Weg zur modernen IT-Fabrik. Springer, Heidelberg (2013)CrossRef
66.
OGC: ITIL ® glossary and abbreviations. The Stationary Office Ltd., London (2011)
67.
Rosemann, M.: Komplexitätsmanagement in Prozeßmodellen. Gabler, Wiesbaden (1996)CrossRef
68.
OGC: ITIL Service Strategy. The Stationery Office Ltd., London (2011)
69.
Huppertz, P.G.: IT-Service-Verträge im Mittelstand – Kontrollierte Beauftragung durch eindeutige & vollständige Service- Spezifikation. Schriften zur Angew, Mittelstandsforsch (2010)
70.
Mendes, C., Ferreira, J., Da Silva, M.M.: Using DEMO to identify IT services. In: Proceedings of the - 2012 International Conference on the Quality of Information and Communications Technology, QUATIC 2012, pp. 166–171 (2012)
71.
72.
Walter, S.M., Böhmann, T., Krcmar, H.: Industrialisierung der IT – Grundlagen, Merkmale und Ausprägungen eines Trends. Prax. der Wirtschaftsinformatik 256, 6–16 (2007)CrossRef
73.
von Jouanne-Diedrich, H., Zarnekow, R., Brenner, W.: Industrialisierung des IT-Sourcings, pp. 18–27 (2005)
74.
Hochstein, A.: Planerische Prozesse eines industrialisierten Informationsmanagements (2006)
75.
Zarnekow, R.: Produktionsmanagement von IT-Dienstleistungen. Springer, Heidelberg (2007)
76.
Traugott, M.: Praxisbericht: IT-Industrialisierung mit Servicebäumen, pp. 85–92 (2006)
77.
Probst, C.: Referenzmodell für IT-Service-Informationssysteme. Logos, Berlin (2003)
78.
Uebernickel, F., Hochstein, A., Schulz, V., Brenner, W.: Excellence-Modell der Industrialisierung des Informationsmanagements. HMD - Prax. der Wirtschaftsinformatik. 256, 17–26 (2007)CrossRef
79.
Davis, S.: Future Perfect. Addison-Wesley, Reading (1987)
80.
Hart, C.W., Taylor, J.R.: Value creation through mass customization. In: Achieving Competitive Advantage Through Mass Customization (1996)
81.
82.
Duray, R.: Mass customization origins: Mass or custom manufacturing? Int. J. Oper. Prod. Manag. 22, 314–328 (2002)CrossRef
83.
Brocke, H., Uebernickel, F., Brenner, W.: Mass customizing IT-service agreements - Towards individualized on-demand services. In: 18th European Conference on Information System ECIS 2010 (2010)
84.
Scheer, A.-W., Grieble, O., Klein, R.: Modellbasiertes Dienstleistungsmanagement. In: Bullinger, H.J., Scheer, A.W. (eds.) Service Engineering - Entwicklung und Gestaltung innovativer Dienstleistungen, pp. 19–51. Springer, Heidelberg (2006)
85.
Bullinger, H.J., Fähnrich, K.P., Meiren, T.: Service engineering - Methodical development of new service products. Int. J. Prod. Econ. 85, 275–287 (2003)CrossRef
86.
Spohrer, J., Maglio, P.P.: Service science: Toward a smarter planet. In: Introduction to Service Engineering, pp. 1–30. Wiley (2009)
87.
Böhmann, T., Krcmar, H.: Modularisierung: Grundlagen und Anwendung bei IT-Dienstleistungen. In: Herrmann, T., Kleinbeck, U., Krcmar, H. (eds.) Konzepte für das Service Engineering, pp. 45–83. Physica-Verlag, Heidelberg (2005)CrossRef
88.
Karten, N.: How to Establish Service Level Agreements. Naomi Karten, Randolph (1997)
89.
Berger, T.G.: Konzeption und Management von Service-Level-Agreements für IT- Dienstleistungen. University of Darmstadt (2005)
90.
Van Grembergen, W., De Haes, S., Amelinckx, I.: Using COBIT and the balanced scorecard as instruments for service level management. Inf. Syst. Control J. 4, 56–62 (2003)
91.
Paschke, A., Schnappinger-Gerull, E.: A categorization scheme for SLA metrics. In: Proceedings of the Multikonferenz Wirtschaftsinformatik 2006, pp. 25–40 (2006)
92.
Goo, J.: Structure of service level agreements (SLA) in IT outsourcing: The construct and its measurement. Inf. Syst. Front. 12, 185–205 (2010)CrossRef
93.
Gadatsch, A., Mayer, E.: Masterkurs IT-Controlling Grundlagen und Praxis. Vieweg, Wiesbaden (2006)
94.
OGC: ITIL Service Design. The Stationery Office Ltd., London (2011)
95.
Trienekens, J.J.M., Bouman, J.J., van der Zwan, M.: Specification of service level agreements: Problems, principles and practices. Softw. Qual. J. 12, 43–57 (2004)CrossRef
96.
Remfert, C.: Developing a common understanding of IT services – A case study of a German university. In: Proceedings of the 19th International Conference on Human-Computer Interaction, Vancouver (2017)
Metadata
Title
Giving IT Services a Theoretical Backing
Authors
Alexander Teubner
Christian Remfert
Copyright Year
2017
Book
Human Interface and the Management of Information: Information, Knowledge and Interaction Design

Print ISBN: 978-3-319-58520-8

Electronic ISBN: 978-3-319-58521-5

Copyright Year: 2017

DOI
https://doi.org/10.1007/978-3-319-58521-5_35