Towards mass-customized IT services: Assessing amethod for identifying reusable service modules and itsimplication for IT service management

摘要

In response to declining prices IT service providers seek to reduce costs by achieving greater economies of scale. Thedivergent requirements of corporate customers, however, limit the opportunity to achieve scale economies throughstandardization of services. In response, some outsourcing vendors have embraced a strategy of employing reusable servicemodules match their clients' needs. Reusable modules create room for standardization on the component level whilemaintaining the ability of the provider to tailor offerings to individual requirements. In this paper we introduce a method foridentifying reusable service modules and demonstrate their application based on case study at a leading European IT ServiceProvider. The paper discusses the implications of embracing modularization for service offerings and service management.