Customizing IT Service Agreements as a Self Service by means of Productized Service Propositions
ISSN
1530-1605
ISBN
978-0-7695-4282-9
Type
conference paper
Date Issued
2011-01-07
Author(s)
Research Team
IWI4, IIM
Abstract
Whilst service providers of information technology (IT) seek to achieve cost-efficiency and optimization in request processing, customers increasingly demand flexibility and agility to align long lasting IT service relationships to changing requirements of their business processes. Customer individual adjustments of service agreements and changes in commitments of functionality and performance cause negotiation and service reengineering efforts. Amounts of service agreements and change requests impede the overview of currently valid commitments in service systems. In order to overcome these problems, this article proposes to customize service systems on demand only by selecting, parameterizing and arranging predefined and productized service propositions. A self-service reference model is introduced that allows the customer to continuously adjust service systems in their arrangements of committed IT services on demand. Its implementation as an online portal supports easy traceability of the current total of IT service commitments as well as consistency of additional service requests with the current service arrangement. Examples from its application in two major IT-projects illustrate the results.
Language
English
Keywords
CCIIM
HSG Classification
not classified
Refereed
Yes
Book title
Proceedings of the 44th Annual Hawaii International Conference on System Sciences
Publisher
IEEE Computer Society
Publisher place
Los Alamitos
Start page
1
End page
10
Event Title
2011 44th Hawaii International Conference on System Science (HICSS)
Event Location
Kauai, Hawaii USA
Event Date
04.-07.01.2011
Subject(s)
Division(s)
Eprints ID
69180
File(s)![Thumbnail Image]()
Name
ATTB0SD3.pdf
Size
626.37 KB
Format
Adobe PDF
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