IDEAS home Printed from https://ideas.repec.org/a/spr/binfse/v63y2021i4d10.1007_s12599-020-00655-y.html
   My bibliography  Save this article

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

Author

Listed:
  • Florian Baer

    (University of Rostock)

  • Kurt Sandkuhl

    (University of Rostock)

  • Michael Leyer

    (University of Rostock)

  • Birger Lantow

    (University of Rostock)

Abstract

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.

Suggested Citation

  • Florian Baer & Kurt Sandkuhl & Michael Leyer & Birger Lantow, 2021. "DESERV IT: A Method for Devolving Service Tasks in IT Services," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 63(4), pages 419-439, August.
  • Handle: RePEc:spr:binfse:v:63:y:2021:i:4:d:10.1007_s12599-020-00655-y
    DOI: 10.1007/s12599-020-00655-y
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s12599-020-00655-y
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.

    File URL: https://libkey.io/10.1007/s12599-020-00655-y?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Andrews Agya Yalley & Harjit Singh Sekhon, 2014. "Service production process: implications for service productivity," International Journal of Productivity and Performance Management, Emerald Group Publishing Limited, vol. 63(8), pages 1012-1030, November.
    2. Ulf Seigerroth, 2011. "Enterprise Modeling and Enterprise Architecture: The Constituents of Transformation and Alignment of Business and IT," International Journal of IT/Business Alignment and Governance (IJITBAG), IGI Global, vol. 2(1), pages 16-34, January.
    3. Tina Harrison & Kathryn Waite, 2015. "Impact of co-production on consumer perception of empowerment," The Service Industries Journal, Taylor & Francis Journals, vol. 35(10), pages 502-520, July.
    4. Mauricio Marrone & Lutz Kolbe, 2011. "Impact of IT Service Management Frameworks on the IT Organization," Business & Information Systems Engineering: The International Journal of WIRTSCHAFTSINFORMATIK, Springer;Gesellschaft für Informatik e.V. (GI), vol. 3(1), pages 5-18, February.
    5. Anuj Kumar & Rahul Telang, 2012. "Does the Web Reduce Customer Service Cost? Empirical Evidence from a Call Center," Information Systems Research, INFORMS, vol. 23(3-part-1), pages 721-737, September.
    6. Flie[ss], Sabine & Kleinaltenkamp, Michael, 2004. "Blueprinting the service company: Managing service processes efficiently," Journal of Business Research, Elsevier, vol. 57(4), pages 392-404, April.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Suwelack, Thomas & Hogreve, Jens & Hoyer, Wayne D., 2011. "Understanding Money-Back Guarantees: Cognitive, Affective, and Behavioral Outcomes," Journal of Retailing, Elsevier, vol. 87(4), pages 462-478.
    2. Kinshuk Jerath & Anuj Kumar & Serguei Netessine, 2015. "An Information Stock Model of Customer Behavior in Multichannel Customer Support Services," Manufacturing & Service Operations Management, INFORMS, vol. 17(3), pages 368-383, July.
    3. Sharifah Rahama Amirul & Khairul Hanim Pazim & Sharifah Milda Amirul & Rasid Mail & Jakaria Dasan, 2022. "Developing and validating the qualitative labour productivity measurement in service industry," Quality & Quantity: International Journal of Methodology, Springer, vol. 56(4), pages 2853-2874, August.
    4. Kai-Lung Hui & I. P. L. Png, 2015. "Research Note—Migration of Service to the Internet: Evidence from a Federal Natural Experiment," Information Systems Research, INFORMS, vol. 26(3), pages 606-618, September.
    5. Harjit Sekhon & Andrews Agya Yalley & Sanjit Kumar Roy & Gurvinder Singh Shergill, 2016. "A cross-country study of service productivity," The Service Industries Journal, Taylor & Francis Journals, vol. 36(5-6), pages 223-238, April.
    6. Youngjung Geum & Moon-Soo Kim & Sungjoo Lee, 2017. "Service Technology: Definition and Characteristics Based on a Patent Database," Service Science, INFORMS, vol. 9(2), pages 147-166, June.
    7. Buics, László & Eisinger Balassa, Boglárka, 2020. "Analyzing Public Service Processes from Customer and Employee Perspectives by Using Service Blueprinting and Business Process Modelling," Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference (2020), Virtual Conference, in: Proceedings of the ENTRENOVA - ENTerprise REsearch InNOVAtion Conference, Virtual Conference, 10-12 September 2020, pages 195-211, IRENET - Society for Advancing Innovation and Research in Economy, Zagreb.
    8. Rúben Pereira & José Braga Vasconcelos & Álvaro Rocha & Isaías Scalabrin Bianchi, 2021. "Business process management heuristics in IT service management: a case study for incident management," Computational and Mathematical Organization Theory, Springer, vol. 27(3), pages 264-301, September.
    9. Sauter, Raphael & Watson, Jim, 2007. "Strategies for the deployment of micro-generation: Implications for social acceptance," Energy Policy, Elsevier, vol. 35(5), pages 2770-2779, May.
    10. Ioannis Bellos & Stylianos Kavadias, 2019. "When Should Customers Control Service Delivery? Implications for Service Design," Production and Operations Management, Production and Operations Management Society, vol. 28(4), pages 890-907, April.
    11. Pankaj U. Zine & Makarand S. Kulkarni & Arun K. Ray & Rakesh Chawla, 2016. "Designing flexible service systems: application to machine tools," Journal of Intelligent Manufacturing, Springer, vol. 27(6), pages 1237-1259, December.
    12. Franceys, Richard W.A. & Gerlach, Esther, 2011. "Consumer involvement in water services regulation," Utilities Policy, Elsevier, vol. 19(2), pages 61-70, June.
    13. Locander, Jennifer A. & White, Allyn & Newman, Christopher L., 2020. "Customer responses to frontline employee complaining in retail service environments: The role of perceived impropriety," Journal of Business Research, Elsevier, vol. 107(C), pages 315-323.
    14. Hallikas, Jukka & Immonen, Mika & Pynnönen, Mikko & Mikkonen, Karri, 2014. "Service purchasing and value creation: Towards systemic purchases," International Journal of Production Economics, Elsevier, vol. 147(PA), pages 53-61.
    15. Soe-Tsyr Daphne Yuan & Shiou-Tian Hsu, 2017. "Enhancing service system design: An entity interaction pattern approach," Information Systems Frontiers, Springer, vol. 19(3), pages 481-507, June.
    16. Lionel Nicod & Sylvie Llosa & David Bowen, 2020. "Customer proactive training vs customer reactive training in retail store settings: Effects on script proficiency, customer satisfaction, and sales volume," Post-Print hal-02490363, HAL.
    17. Ingmar Geiger & Manuel Kluckert & Michael Kleinaltenkamp, 2017. "Customer acceptance of tradable service contracts," Journal of Business Economics, Springer, vol. 87(2), pages 155-183, February.
    18. Collier, Joel E. & Barnes, Donald C., 2015. "Self-service delight: Exploring the hedonic aspects of self-service," Journal of Business Research, Elsevier, vol. 68(5), pages 986-993.
    19. Hessam Bavafa & Lorin M. Hitt & Christian Terwiesch, 2018. "The Impact of E-Visits on Visit Frequencies and Patient Health: Evidence from Primary Care," Management Science, INFORMS, vol. 64(12), pages 5461-5480, December.
    20. Maik Dehnert, 2020. "Sustaining the current or pursuing the new: incumbent digital transformation strategies in the financial service industry," Business Research, Springer;German Academic Association for Business Research, vol. 13(3), pages 1071-1113, November.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:spr:binfse:v:63:y:2021:i:4:d:10.1007_s12599-020-00655-y. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.