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Business Service Management

Rosemann, Michael, Fielt, Erwin, Kohlborn, Thomas, & Korthaus, Axel (2009) Business Service Management. [Working Paper] (Unpublished)

Abstract

Business Service Management describes the emerging discipline dedicated to the IT-enabled management of services as corporate assets. Business Service Management deals with the service orientation of the organisation and the provisioning and use of business services. The term business service describes an autonomous transformational capability that is offered to and consumed by external or internal customers for their benefit. The prefix ‘business’ stresses that such a service has a market value, requires the ability to be managed internally as a corporate asset and that its implementation is technology-agnostic. While business services (or so called capabilities) have attracted the attention of many vendors and organisations, a lack of understanding of the activities required for the successful management of such business services remains a critical issue. In order to fill this gap, a framework consisting of Service Lifecycle Management, Service Value Management, Service Relationship Management and Service Enablement is proposed. This Framework has the potential to provide organisations with the much needed guidance in their attempts to convert current IT-driven service initiatives into successful service-centric business models.

Impact and interest:

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ID Code: 26620
Item Type: Working Paper
Keywords: Service Management, Service, Business Service, Software Service, Web Service, Service Portfolio
Subjects: Australian and New Zealand Standard Research Classification > INFORMATION AND COMPUTING SCIENCES (080000) > INFORMATION SYSTEMS (080600)
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Current > Research Centres > Smart Services CRC
Copyright Owner: Smart Services CRC Pty Ltd Australian Technology Park Locomotive Workshop Suite 9003, 2 Locomotive Street Eveleigh NSW, Australia 2015 www.smartservicescrc.com.au T: 61 2 8374 5080 Fax: 61 2 8374 5090
Copyright Statement: This work is licensed under the Creative Commons Attribution-Noncommercial-No Derivative Works 2.5 Australia License. To view a copy of this license, visit http://creativecommons.org/licenses/by-nc-nd/2.5/au/
Deposited On: 04 Aug 2009 13:45
Last Modified: 29 Apr 2013 11:13

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