DESERV IT: A Method for Devolving Service Tasks in IT Services

Nowadays, IT operations devolve many tasks in IT services to internal customers (i.e., IT self-service). The rationale for this service task devolvement is often to reduce the IT personnel’s workload. However, prior research has shown that IT operations often fail to achieve this goal. Existing methods for modeling and analyzing services fall short of supporting service providers in identifying and specifying service tasks suitable to be devolved to (internal) customers. This paper presents, therefore, the first method for devolving service tasks in IT services (DESERV IT). DESERV IT is a compound of four method components encompassing a joint meta-model, a visual notation for modeling IT services, and procedural recommendations. The DESERV IT meta-model extends the meta-model of service blueprinting by means of concepts required to analyze service task devolvement. DESERV IT is evaluated in four evaluation episodes. The results of the evaluation episodes show that DESERV IT is perceived as effective, useful, complete, and generalizable by experts in the IT service management and enterprise architecture discipline. This paper contributes to enterprise modeling by demonstrating the feasibility of DESERV IT in an example case and describing DESERV IT’s evolution during the evaluation episodes. DESERV IT supports practitioners (e.g., request fulfillment managers) in modeling and analyzing IT services

Capturing multi-stakeholder needs in Customer-Centric Cloud Service Design

Cloud computing applications and services go hand in hand, yet there is no clear mechanism for ensuring that the cloud applications are designed from a customer’s perspective. Likewise services can require adaptation for multiple customers of stakeholders, which require differing user experience outcomes. This paper describes the initial design and development of a predictive analytics cloud service application, which uses historic customer data to predict the existing customers that are most likely to churn. Service blueprinting, a service innovation method, was used as the underlying design model for developing an initial shared understanding of the required service. Personas were used in the requirements analysis to develop insights into multi-stakeholder needs. Using the design science paradigm an extended cloud service design theory is proposed, as an outcome of the ongoing development of this analytics platform

Ontology Based Repository for Specifying Investment Advisory Services as a Knowledge Product

This paper presents a repository for the product design of investment advice in wealth management using an ontology-based knowledge representation and service marketing methods; the repository is exemplified through a prototype implemented in Protégé. The aims of the repository are: (1) to support the specification of investment advisory services as knowledge products based on service modules, (2) to enable a solution-oriented product strategy serving behavioral customer segments and to facilitate external communications about service characteristics, (3) to foster a common ground for the internal communication between marketing experts and investment advisors, and for this purpose (4) to provide a visual representation of investment advisory services with service blueprints for a collaborative product specification. The specification of investment advice uses service modules, which combine investment process and advisory process for representing both the financial know-how and the interaction between customer and advisor. Consequently marketers can model and analyze the core features of investment advice. The repository supports the success factors for the service to be designed, being a differentiated product, the overall quality of the service, product fit, internal marketing and the use of technology. Recognizing investment advice as a knowledge product permits the transformation of advisory support systems into a shared knowledge base

Leveraging Circular Economy through a Methodology for Smart Service Systems Engineering

Product Service Systems (PSS) and Smart Services are powerful means for deploying Circular Economy (CE) goals in industrial practices, through dematerialization, extension of product lifetime and efficiency increase by digitization. Within this article, approaches from PSS design, Smart Service design and Model-based Systems Engineering (MBSE) are combined to form a Methodology for Smart Service Architecture Definition (MESSIAH). First, analyses of present system modelling procedures and systems modelling notations in terms of their suitability for Smart Service development are presented. The results indicate that current notations and tools do not entirely fit the requirements of Smart Service development, but that they can be adapted in order to do so. The developed methodology includes a modelling language system, the MESSIAH Blueprinting framework, a systematic procedure and MESSIAH CE, which is specifically designed for addressing CE strategies and practices. The methodology was validated on the example of a Smart Sustainable Street Light System for Cycling Security (SHEILA). MESSIAH proved useful to help Smart Service design teams develop service-driven and robust Smart Services. By applying MESSIAH CE, a sustainable Smart Service, which addresses CE goals, has been developed

Involving users in the development of a modeling language for customer journeys

Although numerous methods for handling the technical aspects of developing domain-specific modeling languages (DSMLs) have been formalized, user needs and usability aspects are often addressed late in the development process and in an ad hoc manner. To this concern, this paper presents the development of the customer journey modeling language (CJML), a DSML for modeling service processes from the end-user’s perspective. Because CJML targets a wide and heterogeneous group of users, its usability can be challenging to plan and assess. This paper describes how an industry-relevant DSML was systematically improved by using a variety of user-centered design techniques in close collaboration with the target group, whose feedback was used to refine and evolve the syntax and semantics of CJML. We also suggest how a service-providing organization may benefit from adopting CJML as a unifying language for documentation purposes, compliance analysis, and service innovation. Finally, we distill what we learned into general lessons and methodological guidelines.publishedVersio

General framework for service engineering analysis and design

The research produced a General Service Engineering Framework (GSEF), a process guideline for building a service system which covers both the business and informatics aspects. The framework also defines service engineering ontologi, which collects and specifies components of service engineering and its internal relations

SERVICE DESIGN AND SERVICE MANAGEMENT WITH THE SERVICE BLUEPRINTING METHODOLOGY

A new application of software technology is the application area of smart living or sustainable living. Within this area application platforms are designed and realized with the goal to support value added services. In this context value added services integrates microelectronics, home automation and services to enhance the attractiveness of flats, homes and buildings. Especially real estate companies or service providers dealing with home services are interested in an effective design and management of their services. Service Engineering is the approved approach for designing customer oriented service processes. Service engineering consists of several phases; from situation analysis to service creation and service design to service management. This article will describe how the method service blueprint can be used to design service processes. Smart living includes all actions to enlarge a flat to a smart home for living. One special requirement of this application domain is the use of local components (actuators, sensors) within service processes. This article will show how this extended method supports service providers to improve the quality of customer oriented service processes and the derivation of needed interfaces of involved actors. For the civil engineering process it will be possible to derive needed information from a built in home automation system. The aim is to show, how to get needed smart local components to fullfill later offered it-supported value added services. Value added services focused on inhabitants are grouped to consulting and information, care and supervision, leisure time activities, repairs, mobility and delivery, safety and security, supply and disposal

Service Futures, Proceedings of the fourth Service Design and Service Innovation Conference

ServDes2014 explores how Service Design is contributing to ‘Service Futures’ and how it is developing as a field of research and practice. We have witnessed how the concept and role of services in the economy and society have come a long way since its first definitions and studies. Services have moved from being a peripheral activity in a manufacturing - centred economy; to an engine for growth and society driven innovation. This transformation has been fully recognised with a flourishing of service innovation and service research studies aimed at deepening understanding; and at supporting the development of services both as a sector and as a concept. We suggest that Service Design is closely following this transformation. Starting from its initial focus on service interactions and experiences; Service Design research and practice have entered more strategic and transformational roles; dealing with issues of organisational change; system design; sustainability and social change; amongst others. Increasingly; Service Design is considering ways to integrate and collaborate with other service related disciplines. Also; questions are emerging on the future of this field; considering the growing areas of application and the expansion of the concept of service itself. ServDes2014 has brought these recent discussions and transformations to the fore and offered an ideal place to collectively reflect on and imagine that future. ServDes.2014 ran over three days: The first day was dedicated to practical explorations of Service Design with eight workshops led by both practitioners and academics; The second day was mostly focused on (long and short) papers presentations organised in three parallel sessions and two extra workshops; The third and final day was partly dedicated to papers presentation and came to an end with three parallel forums exploring the future of Service Design Research and Education and their relationship with Social Innovation. Working at the boundaries of Service Design; Digital and Social Innovation; the keynote speaker Dominic Campbell (Futuregov); projected novel spaces and responsibilities for Service Design in relation to complex societal transformational challenges; while Prof. Pelle Ehn (Malmö University); positioned it within a historical retrospective of Participatory Design in a constant search for more democratic (service) design practices. The conference was organised around five main themes which are reflected in the proceedings structure: Emerging Directions for Service Design; Design for Service Innovation and Transformation; Service Design and Implementation; Novel Service Design Frameworks and Tools; Service Design Across Organisations. Thanks to everyone who contributed and participated to this conference; and we look forward ServDes.2016 further developments and ideas