IT 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.
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-à-vis the customer to be achieved. Such services however, appear too customer specific for a standardized service provision within the context of ITindustrialisation as they are subject to constantly changing customer demands. To combat this, a concept is envisaged that keeps business process orientated ITservices 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.
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 service propositions 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.
IT-Dienstleister sind zunehmend gefordert, ihr Serviceportfolio konsequent auf die IT-Unterstützung von Geschäftsprozessen der Kunden auszurichten. Dadurch können Diversifikation sowie Transparenz in den IT-Ausgaben und ihrem strategischen Wertbeitrag beim Kunden erreicht werden. Für eine standardisierte Leistungserbringung im Sinne der IT-Industrialisierung erscheinen solche Dienstleistungen jedoch zu kundenindividuell, zumal sie einer kontinuierlichen Veränderung der Kundenanforderungen unterliegen. Dem entgegenwirkend wird ein dreistufiges Konfigurations-Konzept von Leistungsvereinbarungen vorgestellt: IT-Dienstleistungen sollen zum Einen durch fest vorab definierte Zusatzservices ausgestaltbar und konfigurierbar gehalten werden. Zusätzlich soll die Wiederverwendung modularisierter Leistungszusagen für kundenindividuell ausgestaltete Leistungsvereinbarungen den standardisierten IT-Betrieb aufrecht erhalten. Dieses Konzept wird detailliert in seiner Datenstruktur als Resultatdimension der Dienstleistungsmodellierung vorgestellt und durch Beispiele verdeutlicht, die in der Konzeptentwicklung mit zwei Praxisunternehmen entstanden sind.
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