A review on the use of action research in information systems studies
Proceedings of the IFIP TC8 WG 8.2 international conference on Information systems and qualitative research
Diversity in information systems action research methods
European Journal of Information Systems
Integrated management of networked systems: concepts, architectures, and their operational application
End-to-end arguments in system design
ACM Transactions on Computer Systems (TOCS)
Aris-Business Process Modeling
Aris-Business Process Modeling
Distributed and Parallel Databases
Specification of Service Level Agreements: Problems, Principles and Practices
Software Quality Control
Best Practices in Software Measurement
Best Practices in Software Measurement
Web services on demand: WSLA-driven automated management
IBM Systems Journal
Field studies of computer system administrators: analysis of system management tools and practices
CSCW '04 Proceedings of the 2004 ACM conference on Computer supported cooperative work
IT Service Management: An Introduction : Based on ITIL (Japanese Version)
IT Service Management: An Introduction : Based on ITIL (Japanese Version)
Method construction - a core approach to organizational engineering
Proceedings of the 2005 ACM symposium on Applied computing
A research manifesto for services science
Communications of the ACM - Services science
Service systems, service scientists, SSME, and innovation
Communications of the ACM - Services science
End-to-end service level agreements for complex ICT solutions
BT Technology Journal
Service Engineering: Entwicklung und Gestaltung innovativer Dienstleistungen
Service Engineering: Entwicklung und Gestaltung innovativer Dienstleistungen
The Work System Method: Connecting People, Processes, and IT for Business Results
The Work System Method: Connecting People, Processes, and IT for Business Results
Integrated Information Management: Applying Successful Industrial Concepts in IT (Business Engineering)
Adding value to the IT organization with the component business model
IBM Systems Journal
From a technology-oriented to a service-oriented approach to IT management
IBM Systems Journal
Service system fundamentals: work system, value chain, and life cycle
IBM Systems Journal
Design Rules for User-Oriented IT Service Descriptions
HICSS '09 Proceedings of the 42nd Hawaii International Conference on System Sciences
An overview of IT service management
Communications of the ACM - Security in the Browser
Confusion in the Ranks: IT Service Management Practice and Terminology
Information Systems Management
Customizing IT Service Agreements as a Self Service by means of Productized Service Propositions
HICSS '11 Proceedings of the 2011 44th Hawaii International Conference on System Sciences
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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.