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Balancing Customer Requirements and IT Service Standardization - A Procedural Reference Model for Individualized IT Service Agreement Configurations

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abstract IT service providers are increasingly urged to stringently align their service portfolio with the IT support of their customers’ business processes. Consequently, both IT expenses and its strategic contribution to value creation are expected to become subject to heightened transparency. Yet, in order to allow for standardized on-demand service request processing within the meaning of IT industrialization, these services appear too adapted to individual customer needs, particularly as they are subject to continuous changes in business requirements. In order to address this issue, a three-phase procedural model of IT service agreement configuration is introduced: IT services thus remain transformable and configurable via predefined complementary services which are selected by configuring a customer’s individual service directory. In addition, the reutilization of modular commitments in order to compose service specifications aims to maintain standardized IT operations. Serving as a procedural reference model, these configuration phases are introduced in detail regarding activities, roles, techniques and data structure as developed and implemented in Action Research cooperation with two IT providers.
   
type journal paper
   
keywords CCIIM, Integriertes Informationsmanagement, Informationsmanagement, IT-Servicemanagement
   
language English
kind of paper journal article
date of appearance 01-04-2011
journal Enterprise Modelling and Information Systems Architectures
volume of journal 6
number of issue 2
page(s) 4-20
review double-blind review
   
citation Brocke, H. F., Uebernickel, F., & Brenner, W. (2011). Balancing Customer Requirements and IT Service Standardization - A Procedural Reference Model for Individualized IT Service Agreement Configurations. Enterprise Modelling and Information Systems Architectures, 6(2), 4-20.