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

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dc.contributor.authorBaer, Florian
dc.contributor.authorSandkuhl, Kurt
dc.contributor.authorLeyer, Michael
dc.contributor.authorLantow, Birger
dc.date.accessioned2021-08-26T19:33:25Z
dc.date.available2021-08-26T19:33:25Z
dc.date.issued2021
dc.description.abstractNowadays, 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.de
dc.identifier.doi10.1007/s12599-020-00655-y
dc.identifier.pissn1867-0202
dc.identifier.urihttp://dx.doi.org/10.1007/s12599-020-00655-y
dc.identifier.urihttps://dl.gi.de/handle/20.500.12116/37064
dc.publisherSpringer
dc.relation.ispartofBusiness & Information Systems Engineering: Vol. 63, No. 4
dc.relation.ispartofseriesBusiness & Information Systems Engineering
dc.subjectEnterprise modeling
dc.subjectIT operations
dc.subjectIT service management
dc.subjectSelf-service
dc.subjectService design
dc.titleDESERV IT: A Method for Devolving Service Tasks in IT Servicesde
dc.typeText/Journal Article
gi.citation.endPage439
gi.citation.startPage419

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BISE 63(4) - August 2021