Modelling and designing IT-enabled service systems driven by requirements and collaboration

Compared to traditional business services, IT-enabled services provide more value by enabling traditional business services with Information and Communication Technologies (ICT) and delivering them via echannels (i.e., Internet, Mobile networks). However, due to their socialtechnical nature, IT-enabled services lack of common understanding about how to integrate services, human, organization/enterprise, software, and businesses for value addition and increasing benefits. Systemizing ITenabled services potentially provide guidelines to understand all these components and their interdependencies and to foster innovation based on multidisciplinary perspectives including people, technology and businesses. In addition, IT-specialists play an important role in IT-enabled services by collaborating with upstream service actors and downstream service actors to co-create the system. They also cooperate with business analysts and customers to specify customer requirements and design business services and its business model. They also interact with developers to specify and design software and communication infrastructures that support the expected customer business services. In this chapter, we introduce our research context and identify the main research question. We shed light on the need for a methodology to model and design advanced IT-enabled service systems driven by customer requirements and collaboration among all actors to jointly co-create the service system. We also advocate a middleout approach to ensure system flexibility and adaptability to requirement changes taking into account joint efforts and collaboration of service actors from different disciplines. Cette thèse est accessible à l'adresse : http://theses.insa-lyon.fr/publication/2012ISAL0024/these.pdf © [Y. Peng], [2012], INSA de Lyon, tous droits réservés Modelling and Designing IT-enabled Service Systems Driven by Requirements and Collaboration