Managing the Current Customization of Process Related IT-Services

IT service providers are increasingly required to orientate their service portfolio towards the IT support of their consumer's business processes. This enables diversification as well as transparency in costs and services vis-a-vis the customer to be achieved. Such services however, appear too...

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Bibliographic Details
Published in2010 43rd Hawaii International Conference on System Sciences pp. 1 - 10
Main Authors Brocke, H., Uebernickel, F., Brenner, W.
Format Conference Proceeding
LanguageEnglish
Published IEEE 01.01.2010
Subjects
Automation
Conference management
Context-aware services
Cost accounting
Customer relationship management
Local area networks
Personnel
Portfolios
Standardization
Wide area networks
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Summary:IT service providers are increasingly required to orientate their service portfolio towards the IT support of their consumer's business processes. This enables diversification as well as transparency in costs and services vis-a-vis the customer to be achieved. Such services however, appear too customer specific for a standardized service provision within the context of IT-industrialisation as they are subject to constantly changing customer demands. To combat this, a concept is envisaged that keeps business process orientated IT-services modifiable and configurable by concretely defining additional Associate Services in advance. In order to maintain transparency and influence in IT expenses, these services orientate themselves towards business objects in the customer's business. The concept is illustrated with the aid of examples from its application and further development together with two associate IT-providers.
ISBN:9781424455096
142445509X
ISSN:1530-1605
1530-1605
DOI:10.1109/HICSS.2010.465