Purpose -The purpose of this study is to identify different service innovation drivers, innovation process activities and to understand industrial services innovation management and coordination, as well as to develop a framework for industrial service innovation management and coordination. Design/methodology/approach -The study involved collection of information and data from the literature and the Norwegian oil and gas (O&G) industry. A survey was conducted to get an overview of existing practices and guided interviews were conducted to confirm the findings of the survey. Findings -The study indicates that the market needs are considered the most important innovation process driver, feedback from the customers is the most important activity to encourage service innovations, whilst return on investments is the most important decision-making factor in evaluating innovation feasibility. Employees are the most important source of innovation ideas. Furthermore, interactions between different companies, as well as involvement of customer, employees and suppliers in the innovation process are becoming increasingly important.Practical implications -The study shows that service providers and receivers often collaborate in the innovation processes, and that many of the activities are performed simultaneously. This results in the collaborative parties needing to put resources on managing and coordinating the innovation process in a structured, effective and efficient way. The proposed framework for service innovation management and coordination provides practitioners with a structured approach to manage industrial service innovations.Research limitations/implications -The findings are based on the data collected from a number of companies from the O&G industry in Norway. Originality/value -The paper identifies different innovation process drivers and activities and proposes a modified framework for industrial services innovation management and coordination based on the study analysis, interaction with the practitioners and using available literature on innovation management.

PurposeThe purpose of the paper is to discuss various contractual issues that could encourage industrial service innovations with special reference to improving operation and maintenance process effectiveness of complex and advanced production facilities in the capital‐intensive industries.Design/methodology/approachA case study was performed to study the influence of contractual relationships on industrial service innovations. The study focused on contractual relationships between service companies that sell operation and maintenance services to production facility operators in the Norwegian oil and gas industry.FindingsThe case study shows that service innovations are desired in most of the operation and maintenance contracts, but existing contractual relationships most often do not support innovations. Moreover, contract duration, contract type and control mechanisms can influence cooperation and collaboration during contract execution.Research limitations/implicationsThe findings are based on a case study with participants from the Norwegian oil and gas industry. The study is limited to knowledge and technology based services required to support operation and maintenance of advanced, complex and integrated production facilities. However, we believe that the study is of value for other capital‐intensive industries such as mining, energy, paper and pulp, chemical, etc.Originality/valueThe development of contracts that support industrial service innovations and create an environment for cooperation and collaboration could be of value to improve the efficiency and effectiveness of operation and maintenance processes in the capital‐intensive industries. Studies focusing on improving contractual relationships and service innovations for operation and maintenance services are scant.

Purpose -The purpose of the paper is to present a concept for the development of technical integrity management services (TIMS) for production facilities that combines multidisciplinary activities and competences to optimize operational expenses and improve production reliability while keeping focus on health, safety and environment. Design/methodology/approach -The paper is based on a literature survey and observation of industrial practices. The industrial practices are observed through active participation in the development of the concept. Findings -The concept involves a main service provider to integrate various competences and activities in service packages to provide holistic solutions to the customers' technical integrity needs. Such a concept could facilitate development of a new type of maintenance and modification solutions in which the maintenance strategies are developed based on real-time data acquisition and analysis of actual asset condition. Practical implications -The conceptual approach presented provides insight into the process of combining expertise and activities from different disciplines in one service solution package. The concept can be used by managers to develop better technical integrity solutions for production facilities. Originality/value -The paper presents a concept that can be used in industry by managers to develop service solutions in the maintenance area that could improve the effectiveness and efficiency of maintenance processes in capital-intensive industries. TIMS is expected to provide a service solution that may change operation and maintenance practices as well as the relationship between the involved companies/specialists.

Industrial Business-to-Business (B2B) services are becoming increasingly important for industrial growth and competition. As the markets are becoming more competitive and globalised, companies need to focus on improving existing services and creating new services. Innovation in services is a complex process and many barriers are encountered for companies that do not have experience in service innovation. Based on a study in the Norwegian oil and gas industry, this paper maps recent industrial B2B service growth and innovations. A number of innovation barriers are identified and discussed. Furthermore, the paper draws attention to the need for development in industrial service sourcing strategies, relationships, as well as contractual and performance issues.

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