Goscinska, DariaWinkler, Till J.Klein, MaikeKrupka, DanielWinter, CorneliaWohlgemuth, Volker2023-11-292023-11-292023978-3-88579-731-9https://dl.gi.de/handle/20.500.12116/43027In 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.enEnterprise Service ManagementIT Service ManagementOrganizational TransformationConstruct DevelopmentService SystemsText/Conference Paper10.18420/inf2023_1071617-5468