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Operationalizing Enterprise Service Management Capability – the OATIP Model
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Datum
2023
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Gesellschaft für Informatik e.V.
Zusammenfassung
In times of digital transformation, service has evolved to a key concept in the Information Systems research. With a service lens, we focus on Enterprise Service Management (ESM) as an innovative value proposition for organizations. In this paper we attempt to operationalize an organization’s ESM capability through a scale-based measure. Based on a service-dominant logic and existing literature we develop the OATIP model for ESM capability consisting of five resources: organizational, architectural, technological, shared information and people resources. We qualitatively validate the model through expert interviews and card sorting. Our results can guide organizations in their endeavour to build an ESM capability.