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Toward an integrated conceptualization of the service and service system concepts: A systems approach

Mora, Manuel and Raisinghani, Mahesh and O'Connor, Rory and Gelman, Ovsei (2011) Toward an integrated conceptualization of the service and service system concepts: A systems approach. In: Wang, J., (ed.) Information Systems and New Applications in the Service Sector: Models and Methods. IGI GLOBAL, pp. 152-172. ISBN 978-1-60960-138-6

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Service and service systems concepts are fundamental constructs for the development of the emergent SSME, ITSM, and Service Oriented Software (SOS) knowledge streams. A diversified literature has provided a richness of findings, but at the same time, the lack of standardized conceptualizations is a source of confusion to IT practitioners and academics. Given this problematic situation, we pose that a systems approach is useful to address it. In this article, we review and synthesize key studies in these knowledge streams to design: (i) a framework to characterize both concepts under a system view and, (ii) harmonized definitions (e.g. identification of shared and essential properties) for such fundamental concepts. Our main contribution is scholastic, but we are confident that the posed conceptual artifacts can be further used to elaborate standardized definition for the IT service and IT service system constructs, as well as analysis tools for describe real service systems.

Item Type:Book Section
Uncontrolled Keywords:systems approach; process improvement; software development; development practices
Subjects:Computer Science > Information technology
Computer Science > Software engineering
DCU Faculties and Centres:DCU Faculties and Schools > Faculty of Engineering and Computing > School of Computing
Publisher:IGI GLOBAL
Official URL:
Copyright Information:© 2011 IGI Global
Use License:This item is licensed under a Creative Commons Attribution-NonCommercial-Share Alike 3.0 License. View License
ID Code:17562
Deposited On:30 Oct 2012 11:38 by Rory O'Connor. Last Modified 30 Nov 2016 16:26

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