Aligning IT-service propositions to changing business requirements in ongoing service-systems
ISBN
978-3-642-15140-8
Type
conference paper
Date Issued
2010-08-13
Author(s)
Research Team
IWI4, IIM
Abstract
In order to form value-oriented service-systems with their customer organizations, IT-providers are increasingly required to orientate their service offerings towards the ongoing support of their customers' business processes with IT. Nevertheless, predominantly resource-focused and transactional IT-service propositions are offered that lack transparency in both value added and expenses per service for the customer's business. As a first step in our research in progress that aims for a conceptual basis for the design of IT-service propositions in value-oriented service-systems, we apply service-dominant logic to IT-service propositions. Simultaneously, however, the bit for standardized and automated IT-operations processes has to be taken into account when designing such service propositions. Based on current service-system research, we propose (1) to predefine service propositions in consideration of both commitments and operational processes and (2) to introduce additional "shaping propositions' to customize and allow for the continuous adaption of the IT-service to functionality and performance changes. In order to maintain transparency in and control of the current service agreement and its expenses, these propositions orientate themselves toward business objects in the customer's field of responsibility.
Language
English
Keywords
IT-Produktorientierung
IT-Servicemanagement
Integriertes Informationsmanagement
Informationsmanagement
HSG Classification
not classified
Refereed
Yes
Book title
Proceedings of the 16th Americas Conference on Information Systems (AMCIS) 2010
Publisher
Association for Information Systems
Publisher place
AIS Electronic Library (AISeL)
Event Title
16th Americas Conference on Information Systems (AMCIS 2010)
Event Location
Lima, Peru
Event Date
12.-15.08.2010
Official URL
Subject(s)
Division(s)
Eprints ID
68024
File(s)![Thumbnail Image]()
Name
ATTQXMP2.pdf
Size
180.24 KB
Format
Adobe PDF
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