An Interdisciplinary Perspective on IT Services Management and Service Science

Abstract

Japan. he has ten years of management consulting experience and has advised fortune 500 executives on information technology strategy and systems implementation.haluk demIrkan is a Clinical associate Professor of Information Systems and a research faculty member of the Center for Services leadership at the W.P. Carey School of Business at arizona State university. he has a Ph.D. in Information Systems and Operations Management from the university of florida. his research in service science and service-oriented management and technology solutions has included recent industry-sponsored research projects with american Express, Intel, IBM, Micro-Strategy, and teradata. other leading journals. he has 15 years of consulting experience in the areas of service-oriented solutions, information supply chain, business intelligence, and strategic business engineering with fortune 100 companies. he is the recent recipient of the IBM faculty award for a research project titled "Design Science for Self-Service Systems." P.k. kannan is a Professor of Marketing in the robert h. Smith School of Business at the university of Maryland. he is the Director for the Center of Excellence in Service. his research focuses on new product/service development, design and pricing of digital products and product lines, marketing and product development on the Internet, e-service, and customer loyalty. he has received several

Proactive Management of IT Operations to Improve IT Services

“…IT services research is multidisciplinary and has attracted the interest of researchers in fields such as information systems, computer science, software engineering, operations management and marketing (Bardhan, Demirkan, Kannan, Kauffman, & Sougstad, 2010;Huang & Rust, 2013). IT customer support activities have been examined in software engineering research studies that dealt with software maintenance.…”

“…The key role of the IT service desk is to provide customers and users with a Single Point of Contact (SPOC) for the use of IT services. Services are less tangible compared to products (Bardhan et al, 2010). The intangible nature of services is addressed by the service definition of the ISO 9000 standard: "a service is the result of at least one activity necessarily performed at the interface between the supplier and customer and is generally intangible" (ISO, 2005).…”

Enabling a transformative service system by modeling quality dynamics

“…Limitations of the service systems approach at this point in time are the need to develop meaningful user-oriented quality assessment measures and their association with service outcomes. According to Bardhan et al (2010a,p.6;Bardhan et al, 2010b) , "the deployment of IS and technology by firms increasingly determines their competitiveness in the service economy. In this milieu, there is a corresponding need to apply robust research findings in the appropriate managerial and organizational contexts on services innovation, quality, architecture, and design and delivery, as well as the customer satisfaction and business value that results".…”

Service Management

“…Only by proper management of the service elements can companies faced with service competition achieve lasting competitive advantages. Mergers and acquisitions, new regulations, rapidly changing technology, increasing global competition, complex interactions between the producers and users, greater specialization of services, and increase in demand for customer services compel companies to be more responsive to changing demands [2]. As the importance of services for economies and organizations grow and these services depend on information and communication technology, there is a need for the holistic management of services to ensure proper alignment between the needs of the customer and the objectives of the organization.…”