Balancing Customer Requirements and IT Service Standardization - A Procedural Reference Model for Individualized IT Service Agreement Configurations
Journal
Enterprise Modelling and Information Systems Architectures
ISSN
1866-3621
Type
journal article
Date Issued
2011-04-01
Author(s)
Research Team
IWI4, IIM
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.
Language
English
Keywords
CCIIM
Integriertes Informationsmanagement
Informationsmanagement
IT-Servicemanagement
HSG Classification
not classified
Refereed
Yes
Publisher
Ges. für Informatik
Publisher place
Bonn
Volume
6
Number
2
Start page
4
End page
20
Pages
17
Subject(s)
Division(s)
Eprints ID
214520
File(s)![Thumbnail Image]()
Name
ATT7B6A2.pdf
Size
518.27 KB
Format
Adobe PDF
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