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Variantenmanagement für IT-Dienstleistungen - Beherrschung von Vielfalt bei der Entwicklung und Beauftragung von IT-Dienstleistungen
| Content Provider | Semantic Scholar |
|---|---|
| Author | Dudek, Sebastian Alexander |
| Copyright Year | 2012 |
| Abstract | xi Abstract Methods in the area of variety management are eligible to address the trade-off between efficiency and customer individuality. The IT-service industry is currently facing the same challenges. Therefore, the methods and concepts of variety management lend themselves to adaption to IT-service management. A “golden rule” exists: firstly avoid or reduce variety, then handle the remaining variety. Objectives and methods of variety management are structured accordingly, for strategic (avoid or reduce) and operational (handle) concerns. Finally, an optimum number of variants can be defined that is entitled to increase revenues by individualization and minimize costs at the same time. This thesis focuses on handling the remaining variety in the context of IT-services. Hence, methods that support eliminating inefficient variants are not examined, whereas methods are developed to define an optimum set and structure of IT-service components. In this context, standardization and modularization are considered adequate concepts. A reference portfolio of IT-service is presented that supports the process of deducing modular, company-specific IT-service components with many variants. The modular design principle demands for the description of the IT-service components and especially their interfaces. That is because these interfaces play an important role as they document the rules that allow or limit composing, eliminating or substituting IT-service components. The descriptions of the IT-service elements themselves as well as their interfaces follow a characteristics-based product or rather service model. This shifts the remaining complexity to the associated characteristics. Finally, the impact on the order acquisition and fulfillment process is investigated. The objective is to ascertain how the process needs to be designed in order to ensure a complete and valid configuration of ordered IT-services. By doing so, producibility is guaranteed. Within the framework of the thesis artifacts have been developed and tested for feasibility and relevancy to practice in close cooperation with partner companies and direct interaction with their representatives.Methods in the area of variety management are eligible to address the trade-off between efficiency and customer individuality. The IT-service industry is currently facing the same challenges. Therefore, the methods and concepts of variety management lend themselves to adaption to IT-service management. A “golden rule” exists: firstly avoid or reduce variety, then handle the remaining variety. Objectives and methods of variety management are structured accordingly, for strategic (avoid or reduce) and operational (handle) concerns. Finally, an optimum number of variants can be defined that is entitled to increase revenues by individualization and minimize costs at the same time. This thesis focuses on handling the remaining variety in the context of IT-services. Hence, methods that support eliminating inefficient variants are not examined, whereas methods are developed to define an optimum set and structure of IT-service components. In this context, standardization and modularization are considered adequate concepts. A reference portfolio of IT-service is presented that supports the process of deducing modular, company-specific IT-service components with many variants. The modular design principle demands for the description of the IT-service components and especially their interfaces. That is because these interfaces play an important role as they document the rules that allow or limit composing, eliminating or substituting IT-service components. The descriptions of the IT-service elements themselves as well as their interfaces follow a characteristics-based product or rather service model. This shifts the remaining complexity to the associated characteristics. Finally, the impact on the order acquisition and fulfillment process is investigated. The objective is to ascertain how the process needs to be designed in order to ensure a complete and valid configuration of ordered IT-services. By doing so, producibility is guaranteed. Within the framework of the thesis artifacts have been developed and tested for feasibility and relevancy to practice in close cooperation with partner companies and direct interaction with their representatives. |
| File Format | PDF HTM / HTML |
| Alternate Webpage(s) | http://www1.unisg.ch/www/edis.nsf/SysLkpByIdentifier/4074/$FILE/dis4074.pdf |
| Language | English |
| Access Restriction | Open |
| Content Type | Text |
| Resource Type | Article |
