Operations Management in IS: Using the SCOR-Model to Source, Make and Deliver IS Services

Due to increasing IS customer requirements, traditional IS management methods have to be refined. For this reason, companies enhance their IS management concepts by adopting known best practices such as the IT Infrastructure Library (ITIL), and by using service-oriented computing techniques such as web service technologies and service oriented architectures as enabler. Nevertheless, current implementations lack of consistency and comprehensiveness, resulting in unstructured, inefficient and ineffective IS management. Against this background a new, comprehensive IS management approach is suggested in this paper. The proposed approach is theoretically derived from industrial management, especially the SCOR-model (Supply Chain Operations Reference model), under consideration of the IS value chain and service-oriented computing techniques. By conducting a case study the proposed IS management approach is reflected in practice according to design science.