Business Service Management

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 [Working Paper] (Unpublished)



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:

6 citations in Web of Science®
Search Google Scholar™

Citation counts are sourced monthly from Scopus and Web of Science® citation databases.

These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science® generally from 1980 onwards.

Citations counts from the Google Scholar™ indexing service can be viewed at the linked Google Scholar™ search.

Full-text downloads:

870 since deposited on 04 Aug 2009
14 in the past twelve months

Full-text downloads displays the total number of times this work’s files (e.g., a PDF) have been downloaded from QUT ePrints as well as the number of downloads in the previous 365 days. The count includes downloads for all files if a work has more than one.

ID Code: 26620
Item Type: Working Paper
Refereed: No
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
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
Deposited On: 04 Aug 2009 03:45
Last Modified: 29 Apr 2013 01:13

Export: EndNote | Dublin Core | BibTeX

Repository Staff Only: item control page