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Operationalizing Enterprise Service Management Capability – the OATIP Model

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dc.contributor.authorGoscinska, Daria
dc.contributor.authorWinkler, Till J.
dc.contributor.editorKlein, Maike
dc.contributor.editorKrupka, Daniel
dc.contributor.editorWinter, Cornelia
dc.contributor.editorWohlgemuth, Volker
dc.date.accessioned2023-11-29T14:50:18Z
dc.date.available2023-11-29T14:50:18Z
dc.date.issued2023
dc.description.abstractIn 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.en
dc.identifier.doi10.18420/inf2023_107
dc.identifier.isbn978-3-88579-731-9
dc.identifier.pissn1617-5468
dc.identifier.urihttps://dl.gi.de/handle/20.500.12116/43027
dc.language.isoen
dc.publisherGesellschaft für Informatik e.V.
dc.relation.ispartofINFORMATIK 2023 - Designing Futures: Zukünfte gestalten
dc.relation.ispartofseriesLecture Notes in Informatics (LNI) - Proceedings, Volume P-337
dc.subjectEnterprise Service Management
dc.subjectIT Service Management
dc.subjectOrganizational Transformation
dc.subjectConstruct Development
dc.subjectService Systems
dc.titleOperationalizing Enterprise Service Management Capability – the OATIP Modelen
dc.typeText/Conference Paper
gi.citation.endPage956
gi.citation.publisherPlaceBonn
gi.citation.startPage947
gi.conference.date26.-29. September 2023
gi.conference.locationBerlin
gi.conference.sessiontitleÖffentliche Infrastruktur - IT-Governance und Strategisches Informationsmanagement (ITG- SIM)

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P337 - INFORMATIK 2023 - Designing Futures: Zukünfte gestalten