Toward an Integrated Conceptualization of the Service and Service System Concepts

Mora, Manuel; Raisinghani, Mahesh S.; O’Connor, Rory V.; Gelman, Ovsei

doi:10.4018/jisss.2009040103

Cited by 32 publications

(22 citation statements)

References 44 publications

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“…In fact, the implementation process of shared services is a transformation process of the structures of the involved Journal of International Business and Management (JIBM) https://rpajournals.com/jibm organizations including the business processes and workflows (Ulbrich, 2010). Optimal workflow design for shared services involves elimination of valueless business processes, negotiation for unique business processes, standardize the service processes, and knowledge sharing of business process reengineering (Mora, Raisinghani, O'Connor, & Gelman, 2009;Zandi & Tavana, 2011). There are three levels of optimal workflow design.…”

Section: Business Process Optimization In Shared Servicesmentioning

confidence: 99%

Performance Predictive Analytics for Operations Management of Shared Services

2020

JIBM

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Shared services have been widely used in many organizations as an alternative to outsourcing. For shared services, common services are standardized and consolidated across multiple organizations to reduce the operational cost and to increase information and knowledge sharing. Two major advantages of shared services over outsourcing are long-term stable cost-saving and knowledge sharing. One important aspect of successful operations management of shared services is to ensure the quality of services delivered by a shared service provider to each individual partner organization. This paper proposes a performance predictive analytics framework for operations management of shared services. The paper presents a case study to demonstrate the usefulness and effectiveness of this framework.

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Section: Business Process Optimization In Shared Servicesmentioning

confidence: 99%

Performance Predictive Analytics for Operations Management of Shared Services

2020

JIBM

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“…Additional definitions for service, IT service, and service systems have been also reported from a Systems Science stream (Mora et al, 2009a;2009b; 2011) but including Service Science stream foundations. In particular, service has been defined as: (i) an agreed integrated flux of actions delivered by a facilitator sub-system to an sub-appraiser sys- It is an iterative process -under time and cost constrains-given that system tests can be not passed causing mandatory changes in some of the previous established statements.…”

Section: Definition)mentioning

confidence: 99%

An Extensive Review of IT Service Design in Seven International ITSM Processes Frameworks

Mora

Raisinghani

O’Connor

et al. 2014

International Journal of Information Technologies and Systems Approach

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An IT service design process is considered to be a fundamental piece of the seven key international IT Service Management (ITSM) processes frameworks (ITIL v2, ITIL v3 (and ITIL v2011), ISO 20000-4, CobIT 4.0, CMMI-SVC, MOF 4.0, and ITUP). Nevertheless the availability of IT service design processes, few –if any- descriptive-comparative studies among them have been reported. Thus, in this paper (Part I), we address this knowledge gap. An extensive descriptive-comparative review of seven IT service design processes in aforementioned frameworks is reported. Fundamental concepts (viz., design as noun, design as verb, service, service system, IT service, IT service system, and IT service architecture design) are analyzed by using a Systems Approach. Our findings indicate that the frameworks ITIL v2, ISO/IEC 20000 and Cobit 4.0 are using weak systemic concepts, while the frameworks ITIL v3, CMMI-SVC, ITUP and MOF 4.0 are more foundationally congruent with the new service systems view. Implications for ITSM theory and practice are discussed.

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“…For completing the review of service constructs from the perspective of the business user layer, it is pertinent to review these concepts from the business management literature (Levit 1972;Quinn, 1992;Schelesinger & Heskett, 1991;Mora et al 2009a). For Levitt (1972, pp.…”

Section: The User View Of Servicesmentioning

confidence: 99%

“…While a definition of IT service is not reported, service support levels are defined as (Leitheiser & Wheterber, 1986, p. 340) Assigning a mutual co-responsibility for the successful provision of IT services from IT function as well as from end-user computing is a logical path in this context. Most comprehensive definitions of the concept service and service systems emphasize such a service customer-provider commitment dimension (Mora et al, 2009a(Mora et al, , 2009b. As an example of the service support level approach six services are used as follows: (1) Leitheiser and Wheteber (1986) contribute to IT service literature with the articulation of a managerial and engineering mechanism for defining, designing, and implementing services provided by an IT department.…”

Section: The Classic It Management View Of Servicesmentioning

confidence: 99%