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Auflistung nach Schlagwort "Service design"

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  • Zeitschriftenartikel
    DESERV IT: A Method for Devolving Service Tasks in IT Services
    (Business & Information Systems Engineering: Vol. 63, No. 4, 2021) Baer, Florian; Sandkuhl, Kurt; Leyer, Michael; Lantow, Birger
    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.
  • Zeitschriftenartikel
    Was Unternehmen von der Videospieleindustrie für die Gestaltung der Digital Customer Experience lernen können
    (HMD Praxis der Wirtschaftsinformatik: Vol. 54, No. 5, 2017) Spottke, Benjamin
    Im Zuge der Digitalisierung wird die Gestaltung und das erfolgreiche Management der digitalen Schnittstelle zum Kunden im Sinne einer ganzheitlichen Digital Customer Experience zunehmend wertvoller. Technologieführer wie Amazon, Apple, Facebook und Google, aber insbesondere auch Valve als Betreiber der führenden Videospieleplattform Steam, sind besonders dafür bekannt, digitale Interaktionen zwischen Nutzern, Drittanbietern und weiteren Akteuren erfolgreich zu organisieren.In diesem Beitrag wird die Plattform Steam mit der Fallstudienmethode untersucht. Basierend auf der Analyse von Steam werden Handlungsempfehlungen für die Gestaltung der Digital Customer Experience abgeleitet, die auch für Unternehmen in traditionellen Branchen anwendbar sind. Schwerpunkte der Untersuchung bilden hierbei (1) die Orientierung von Services und Serviceportfolio an Kundenbedürfnissen, (2) das Management von Konsumententechnologie und (3) die Entwicklung von Vertrauen und Loyalität durch die Verankerung von Werten und Normen auf einer digitalen Plattform. Die Handlungsempfehlungen werden anschließend in der Automobilbranche, bei TV-Streaminanbietern und anhand einer Plattform für Autoreparaturen beispielhaft illustriert.Die Ergebnisse der Arbeit richten sich an verantwortliche Entscheider im IT-Service-Development und IT-Service-Design, IT-Strategen und Business-Architekten, die ihre Informationssysteme und digitalen Plattformen in Hinblick auf die Gestaltung der Digital Customer Experience entwickeln und bewerten wollen. Aus theoretischer Perspektive werden drei sozio-technische Gestaltungsebenen der Digital Customer Experience etabliert.AbstractIn the age of digitization the successful management of customer interactions in the sense of a holistic digital customer experience is becoming increasingly valuable. Technology leaders like Amazon, Apple, Facebook and Google, but also Valve as the provider of the leading video gaming platform Steam are well known for their ability to organize and design digital interactions between users, third parties and other actors.This article employs the case study method to investigate the Steam platform. Based on the analysis of Steam, recommendations for the design of the digital customer experience are generalized. These recommendations can be applied by companies in other industries. The study focuses on (1) the definition of services and service portfolio, (2) the management of consumer technology, and (3) the development of trust and loyalty by embedding values and norms within a digital platform. The elaborated recommendations are then illustratively discussed within three settings, i. e. automobile industry, TV streaming and a digital platform for car repairs.This article aims to inform managers in IT service development and IT service design, IT strategists and business architects who are responsible for the design of digital customer experiences enabled by information systems and corresponding digital platforms. This article contributes to theory by establishing a socio-technical lens on the design of the digital customer experience.