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Henrik Finn Brocke
Former Member
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PublicationA methodical procedure for designing consumer oriented on-demand IT service propositionsIT providers are increasingly facing the challenge to adapt their previously resource oriented service portfolios in order to offer their customers services which explicitly support business processes. Such customer centric service propositions, however, seem to contradict the demand for standardized and automated operational IT processes more than traditional IT service offers, as they are even more subject to customer individual reengineering efforts due to permanently changing business requirements. In order to reconcile increased efficiency in operational processes and effectiveness in consumer oriented service propositions, we propose (1) to predefine all service propositions in consideration of both consumer oriented commitments and operational processes, and (2) to allow for standardized customization by offering a selection of complementary service propositions that extend commitments regarding customer oriented functionality and performance. Such service propositions are aligned with a company's entities such as workplaces. Thereby the customer organization is enabled to trace, control and adjust commitments, value and expenses of IT services per entity in its business. We introduce a procedural model for designing and on-demand requesting this kind of service propositions, and we illustrate the model's application and impact by examples taken from two large projects with an associated IT provider.Type: journal articleJournal: Information Systems and e-Business ManagementVolume: 9Issue: 2
Scopus© Citations 6 -
PublicationBalancing Customer Requirements and IT Service Standardization - A Procedural Reference Model for Individualized IT Service Agreement ConfigurationsIT 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 articleJournal: Enterprise Modelling and Information Systems ArchitecturesVolume: 6Issue: 2
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PublicationType: doctoral thesis