Information sharing for effective IT incident resolving in IT service provider networks: a financial service case study

2014 ◽  
Vol 27 (2) ◽  
pp. 73-94 ◽  
Author(s):  
Jan Vlietland ◽  
Hans Van Vliet
Keyword(s):  
Information Sharing ◽  
Service Provider ◽  
Financial Service ◽  
It Service ◽  
Provider Networks

Business Domain Decision Method for Manufacturing and Service

2013 ◽  
Author(s):  
Hiroomi Onda ◽  
Toshiharu Miwa ◽  
Vincent R. Jackson ◽  
Dahwe Park ◽  
Kevin W. Reynolds ◽  
...  
Keyword(s):  
Business Model ◽  
Vertical Integration ◽  
Service Provider ◽  
Data Center ◽  
It Services ◽  
Barriers To Entry ◽  
It Service ◽  
First Case ◽  
A Company

This paper deals with a study on a method to support the decision on entering business areas in a business model consisting of manufacturing and service. This method divides the business model into business areas by the functions that support a company to decide whether it should enter business areas. This method prioritizes the areas from the aspects of profit opportunities, barriers to entry, and interactions between the areas. This method reduces the time to decide which business area to enter and reduces the number of examination objects to the number of business areas (n) or fewer from the total number of possible combinations (2 to the 2nd power n). To confirm the efficiency of this method, we demonstrated two case studies in the IT services industry. In the first case study, from the perspective of a UPS battery supplier, the number of examination objects is 3 when the number of business areas is 11. And the first case study indicates that a suitable strategy for a battery supplier is to concentrate on the strategy of supplying batteries. In the second case study, from the perspective of an IT service provider, the number of examination objects is 10 when the number of business areas is 11. The second case study indicates that a suitable strategy for an IT service provider is vertical integration from software development to data center operation and hardware manufacturing.

Intrapreneurship: outside the project box and into the unknown

2019 ◽  
Vol 41 (3) ◽  
pp. 45-55
Author(s):  
Anna Feldmann ◽  
Frank Teuteberg
Keyword(s):  
Service Provider ◽  
Design Methodology ◽  
Banking Sector ◽  
Qualitative Interviews ◽  
Point Of View ◽  
Content Type ◽  
It Service ◽  
General Goal ◽  
Clear Objective

Purpose This study aims to illustrate the current understanding of the concept of intrapreneurship by comparing it with that of a traditional project. Design/methodology/approach A meta-model was used to demonstrate how the two concepts overlap and what differences exist. Furthermore, a case study was conducted with an IT service provider from the banking sector in which 12 qualitative interviews with intrapreneurs were held and used to summarize the differences between projects and intrapreneurship initiatives from the intrapreneurs’ point of view. Findings This study identified two major differences: First, unlike in projects, the client has no clear objective in intrapreneurship; rather, only the sponsors maintain a general goal. Second, intrapreneurship allows for circumventing constraints and thus for working with more freedom and the possibility of failure. Originality/value This study used an explanatory model to summarize differences and clarify the concept of intrapreneurship.

A Mashup-Based Approach to Optimize Human Performance in IT Service Management

2015 ◽  
pp. 300-336
Author(s):  
Carlos Raniery Paula dos Santos ◽  
Lisandro Zambenedetti Granville ◽  
David Loewenstern ◽  
Larisa (Laura) Shwartz ◽  
Nikos Anerousis
Keyword(s):  
Service Provider ◽  
Human Performance ◽  
Service Management ◽  
Real Case ◽  
It Service Management ◽  
Improve Performance ◽  
It Industry ◽  
It Service ◽  
Multiple Factors

Modern IT service provider organizations are under a continuous pressure to increase their competitiveness. Ways to reduce costs while improving performance of services are a key focus area for companies in the IT industry. However, despite all the solutions that have been proposed, modeling and optimizing human-centered processes remains a challenging task. The human operator may be influenced by multiple factors and execute the process in a different way each time, thus introducing a significant variability in the final process outcome. Therefore, the goal of this chapter is to introduce the concept of mashups as an effective approach to improve performance in terms of productivity and reliability of human-centered IT Service Management (ITSM) activities. In particular, this chapter aims to define management solutions required to deliver and demonstrate improvements in performance of human-centered ITSM processes. The introduced management solutions are examined through a real case study, related to the Request Fulfillment process.

scholarly journals Technological, Organizational and Environmental Framework for Digital Transformation in South African Financial Service Providers

2020 ◽  
Vol 5 (5) ◽  
pp. 180-196
Author(s):  
Michael Makgale Modiba ◽  
Ray M Kekwaletswe
Keyword(s):  
South African ◽  
Service Provider ◽  
Service Providers ◽  
Research Problem ◽  
Financial Service ◽  
Digital Transformation ◽  
Contextual Influences ◽  
Business Transformation ◽  
Financial Service Provider

This paper addresses technological, organizational and environmental contexts as experienced within South African Financial Service Providers, with respect to digital transformation. Although digital transformation is well studied, the research problem is that literature inadequately addresses how these three contexts manifest and play a role as financial service providers transform to digital business. Informed by interpretivist philosophy stance and case study strategy, this paper shows how digital transformation is enabled or inhibited by contextual influences. The paper argues that digital transformation ought to manifest cognizant of the context in which the financial service provider finds itself. To this point, the paper conceptualises a framework that may help in the digital business transformation.

A Mashup-Based Approach to Optimize Human Performance in IT Service Management

2019 ◽  
pp. 1678-1714
Author(s):  
Carlos Raniery Paula dos Santos ◽  
Lisandro Zambenedetti Granville ◽  
David Loewenstern ◽  
Larisa (Laura) Shwartz ◽  
Nikos Anerousis
Keyword(s):  
Service Provider ◽  
Human Performance ◽  
Service Management ◽  
Real Case ◽  
It Service Management ◽  
Improve Performance ◽  
It Industry ◽  
It Service ◽  
Multiple Factors

Modern IT service provider organizations are under a continuous pressure to increase their competitiveness. Ways to reduce costs while improving performance of services are a key focus area for companies in the IT industry. However, despite all the solutions that have been proposed, modeling and optimizing human-centered processes remains a challenging task. The human operator may be influenced by multiple factors and execute the process in a different way each time, thus introducing a significant variability in the final process outcome. Therefore, the goal of this chapter is to introduce the concept of mashups as an effective approach to improve performance in terms of productivity and reliability of human-centered IT Service Management (ITSM) activities. In particular, this chapter aims to define management solutions required to deliver and demonstrate improvements in performance of human-centered ITSM processes. The introduced management solutions are examined through a real case study, related to the Request Fulfillment process.

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