Service Management and Engineering
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Track Description

Services dominate developed economies such as the USA, the EU, Australia, and others. This dominant position can not only be ascribed to the sheer size of the ser-vices sector in the overall economy, but also to the potential of services for creating economic growth and welfare through considerable opportunities for productivity gains. Moreover, it is not only business where a service perspective has become more prominent, also in IT the service concept has gained ground as is evident in developments like Services Sciences, Management, Engineering and Design (SSMED), IT Service Management, Service-Oriented Architectures (SOA), Service Computing and various “XYZ-as-a-Service” concepts. With business and IT becom-ing more and more aligned, there is a need for understanding how these two service worlds meet and to be aware of their complementarities and differences.

As the number of services grows and the differences between business and IT ser-vices blur, Business Service Management becomes crucial: the explicit management of these services as important business assets that are the focal points for the cost-effective creation of customer value and innovation in organisations. Business Service Management should leverage, integrate and complement the different Service Management approaches. From the IT perspective on Business Service Management, the paradigm of service orientation has been successfully applied on the technical level to design and implement very flexible and adaptable IT infrastructures and architectures for some time now. Service lifecycle management and service enablement approaches that aim towards implementing services as encapsulations of autonomous, valuable software capabilities are of importance in this context. However, this service paradigm recently also extends towards the business level and provides new perspectives to organise a company’s capabilities and to allow for the easy combination of services to create new business opportunities. In this sense, services can be seen as building blocks for organisational and market arrangements in service networks and eco-systems. On the business level, challenges related to the design of appropriate service value management, including service-enabled strategies, service-oriented business models, service port-folio management, service governance etc. and service relationship management with suppliers and customers need to be met. Also on the business level, information technology represents one of the most important drivers and enablers of service innovation, and the service paradigm provides the opportunity for further advancing the widely postulated business/IT alignment.

Relevant Topics

This track aims at accelerating high quality research in the fast developing domain of Service Management and Engineering and the related areas within Service Science and Services Computing from an Information Systems’ perspective. It seeks, in cor-respondence with the ACIS 2010 conference theme, contributions that demonstrate how the IS discipline can make a high impact in the academic and practical commu-nity by addressing the way organisations face the challenges of the progressing ser-vice-oriented economy that increasingly merges business- and IT-related service concepts. It invites conceptual and empirical papers on completed research as well as research-in-progress papers. Possible contributions may include, but are not lim-ited to the following:

Service Management from an IS Perspective	Service Engineering from an IS Perspective
• Service strategy & value management	• Service lifecycle
• Service quality management	• New service development
• Service innovation management	• Service modelling, analysis & design
• Service portfolio & capability management	• Service bundling
• Service governance & performance manage-ment	• Service standards & descriptions
• Service compliance & risk management
• Service supply chain management

 

 

 

Special topics on Information Systems and Services

• The position of IS in Service Science, Management and Engineering
• New business models in service ecosystems, e.g. for service aggregation and brokerage
• IS/IT services from a service(-dominant) logic; servitisation of industries
• Implications of value co-creation for IT-based services
• Service business alignment / Aligning Business and IT Service Management
• Business impact of IT service management
• Embedding of IT services in business products and services
• Design and Implementation and effects of automation and self-service technologies for IT services
• Services E-commerce (i.e. electronic offering, trading, and purchasing of services)

Confirmed journal special issues and/or journal fast-track

Authors of selected high quality papers from the track will be invited to submit an ex-tended version of the paper to the related special issue in The Journal of Strategic Information Systems (JSIS Special Issue on Service Management & Engineering: Aligning Business & IT Services).

Confirmed Associate Editors

Prof Gerhard Satzger, Karlsruhe Service Research Institute (KSRI), Germany
Prof Marlon Dumas, University of Tartu, Estonia
Assoc Prof Harry Bouwman, TU Delft, The Netherlands
Assoc Prof Aileen Cater-Steel, University of Southern Queensland, Australia
Dr Alistair Barros, SAP Research, Brisbane, Australia
Dr Timber Haaker, Novay, The Netherlands

Track Chairs

Dr Axel Korthaus, Queensland University of Technology, Brisbane, Australia
Prof Tilo Böhmann, Int. Business School of Service Management, Germany
Dr Erwin Fielt, Queensland University of Technology, Brisbane, Australia
Dr Julien Vayssière, Smart Services CRC, Sydney, Australia

Contact details

{axel.korthaus|e.fielt}@qut.edu.au