IS Service-Engineering: A process model for the development of IS services

The relevance of a service orientation for IS departments and IS service provider has assumed more importance in recent years. Constantly rising cost pressure and the fact that the highest costs occur in the run and not in the build phase of software applications has led to a radical change in IS. Customers now want better quality, more cost transparency and comparability of IS services. In order to meet these demands, many IS departments are currently implementing a service-oriented approach. The purpose of this approach is to abandon conventional project-oriented thinking in favor of service orientation and to describe a methodology for developing services which support business processes. These services are provided in a transparent manner to the customer by means of service catalogues. Our paper explains how IS services can be engineered using the techniques and methods of the service industry. The IS service-engineering process model is described and the essential steps of the modelling process are explained. Keywords: IS service, services, service engineering, service catalogue, CCIIM.