{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2025,12,31]],"date-time":"2025-12-31T00:58:52Z","timestamp":1767142732005,"version":"build-2238731810"},"reference-count":40,"publisher":"Springer Science and Business Media LLC","issue":"4","license":[{"start":{"date-parts":[[2020,6,9]],"date-time":"2020-06-09T00:00:00Z","timestamp":1591660800000},"content-version":"tdm","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0"},{"start":{"date-parts":[[2020,6,9]],"date-time":"2020-06-09T00:00:00Z","timestamp":1591660800000},"content-version":"vor","delay-in-days":0,"URL":"https:\/\/creativecommons.org\/licenses\/by\/4.0"}],"content-domain":{"domain":["link.springer.com"],"crossmark-restriction":false},"short-container-title":["Bus Inf Syst Eng"],"published-print":{"date-parts":[[2021,8]]},"abstract":"<jats:title>Abstract<\/jats:title>\n                  <jats:p>Nowadays, IT operations devolve many tasks in IT services to internal customers (i.e., IT self-service). The rationale for this service task devolvement is often to reduce the IT personnel\u2019s workload. However, prior research has shown that IT operations often fail to achieve this goal. Existing methods for modeling and analyzing services fall short of supporting service providers in identifying and specifying service tasks suitable to be devolved to (internal) customers. This paper presents, therefore, the first method for devolving service tasks in IT services (DESERV IT). DESERV IT is a compound of four method components encompassing a joint meta-model, a visual notation for modeling IT services, and procedural recommendations. The DESERV IT meta-model extends the meta-model of service blueprinting by means of concepts required to analyze service task devolvement. DESERV IT is evaluated in four evaluation episodes. The results of the evaluation episodes show that DESERV IT is perceived as effective, useful, complete, and generalizable by experts in the IT service management and enterprise architecture discipline. This paper contributes to enterprise modeling by demonstrating the feasibility of DESERV IT in an example case and describing DESERV IT\u2019s evolution during the evaluation episodes. DESERV IT supports practitioners (e.g., request fulfillment managers) in modeling and analyzing IT services.<\/jats:p>","DOI":"10.1007\/s12599-020-00655-y","type":"journal-article","created":{"date-parts":[[2020,6,9]],"date-time":"2020-06-09T04:02:37Z","timestamp":1591675357000},"page":"419-439","update-policy":"https:\/\/doi.org\/10.1007\/springer_crossmark_policy","source":"Crossref","is-referenced-by-count":1,"title":["DESERV IT: A Method for Devolving Service Tasks in IT Services"],"prefix":"10.1007","volume":"63","author":[{"given":"Florian","family":"Baer","sequence":"first","affiliation":[]},{"given":"Kurt","family":"Sandkuhl","sequence":"additional","affiliation":[]},{"given":"Michael","family":"Leyer","sequence":"additional","affiliation":[]},{"given":"Birger","family":"Lantow","sequence":"additional","affiliation":[]}],"member":"297","published-online":{"date-parts":[[2020,6,9]]},"reference":[{"key":"655_CR1","doi-asserted-by":"publisher","first-page":"356","DOI":"10.1007\/978-3-319-39426-8_28","volume-title":"Business information systems","author":"F Baer","year":"2016","unstructured":"Baer F, Sandkuhl K, Schmidt R (2016) On the maturity of service process modeling and analysis approaches. In: Abramowicz W, Alt R, Franczyk B (eds) Business information systems. Springer, Cham, pp 356\u2013367"},{"issue":"4","key":"655_CR2","doi-asserted-by":"publisher","first-page":"22","DOI":"10.15358\/2511-8676-2018-4-22","volume":"2","author":"F Baer","year":"2018","unstructured":"Baer F, Leyer M, Sandkuhl K (2018) Reducing the IT personnel\u2019s workload in IT self-services. SMR J Serv Manag Res 2(4):22\u201335. https:\/\/doi.org\/10.15358\/2511-8676-2018-4-22","journal-title":"SMR J Serv Manag Res"},{"issue":"1","key":"655_CR3","first-page":"2","volume":"2","author":"RL Baskerville","year":"1999","unstructured":"Baskerville RL (1999) Investigating information systems with action research. Commun AIS 2(1):2\u201332","journal-title":"Commun AIS"},{"issue":"3","key":"655_CR4","doi-asserted-by":"publisher","first-page":"468","DOI":"10.1109\/TEM.2012.2214770","volume":"60","author":"J Becker","year":"2013","unstructured":"Becker J, Beverungen D, Knackstedt R, Matzner M, Muller O, Poppelbuss J (2013) Bridging the gap between manufacturing and service through IT-based boundary objects. IEEE Trans Eng Manag 60(3):468\u2013482. https:\/\/doi.org\/10.1109\/TEM.2012.2214770","journal-title":"IEEE Trans Eng Manag"},{"issue":"4","key":"655_CR5","first-page":"96","volume":"16","author":"MJ Bitner","year":"2002","unstructured":"Bitner MJ, Ostrom AL, Meuter ML, Clancy JA (2002) Implementing successful self-service technologies. Acad Manag Exec 1993\u20132005 16(4):96\u2013109","journal-title":"Acad Manag Exec 1993\u20132005"},{"issue":"4","key":"655_CR6","doi-asserted-by":"publisher","first-page":"275","DOI":"10.1016\/0950-5849(95)01059-9","volume":"38","author":"S Brinkkemper","year":"1996","unstructured":"Brinkkemper S (1996) Method engineering: engineering of information systems development methods and tools. Inf Softw Technol 38(4):275\u2013280. https:\/\/doi.org\/10.1016\/0950-5849(95)01059-9","journal-title":"Inf Softw Technol"},{"issue":"2","key":"655_CR7","doi-asserted-by":"publisher","first-page":"173","DOI":"10.1007\/s10257-010-0142-4","volume":"9","author":"CS Campbell","year":"2010","unstructured":"Campbell CS, Maglio PP, Davis MM (2010) From self-service to super-service: a resource mapping framework for co-creating value by shifting the boundary between provider and customer. Inf Syst E Bus Manag 9(2):173\u2013191. https:\/\/doi.org\/10.1007\/s10257-010-0142-4","journal-title":"Inf Syst E Bus Manag"},{"issue":"1","key":"655_CR8","doi-asserted-by":"publisher","first-page":"39","DOI":"10.1177\/1094670512458454","volume":"16","author":"JE Collier","year":"2012","unstructured":"Collier JE, Kimes SE (2012) Only if it is convenient: understanding how convenience influences self-service technology evaluation. J Serv Res 16(1):39\u201351. https:\/\/doi.org\/10.1177\/1094670512458454","journal-title":"J Serv Res"},{"issue":"4","key":"655_CR9","doi-asserted-by":"publisher","first-page":"408","DOI":"10.1108\/IJOPM-11-2013-0487","volume":"36","author":"B Ellway","year":"2016","unstructured":"Ellway B (2016) Design vs practice: how problematic call routing and rerouting restructures the call centre service system. Int J Oper Prod Manag 36(4):408\u2013428. https:\/\/doi.org\/10.1108\/IJOPM-11-2013-0487","journal-title":"Int J Oper Prod Manag"},{"issue":"4","key":"655_CR10","doi-asserted-by":"publisher","first-page":"392","DOI":"10.1016\/S0148-2963(02)00273-4","volume":"57","author":"S Flie\u00df","year":"2004","unstructured":"Flie\u00df S, Kleinaltenkamp M (2004) Blueprinting the service company: managing service processes efficiently. J Bus Res 57(4):392\u2013404. https:\/\/doi.org\/10.1016\/S0148-2963(02)00273-4","journal-title":"J Bus Res"},{"issue":"5","key":"655_CR11","doi-asserted-by":"publisher","first-page":"732","DOI":"10.1108\/14637151111166169","volume":"17","author":"M Gersch","year":"2011","unstructured":"Gersch M, Hewing M, Sch\u00f6ler B (2011) Business process blueprinting: an enhanced view on process performance. Bus Process Manag J 17(5):732\u2013747. https:\/\/doi.org\/10.1108\/14637151111166169","journal-title":"Bus Process Manag J"},{"issue":"4","key":"655_CR12","doi-asserted-by":"publisher","first-page":"33","DOI":"10.1108\/01443579110002977","volume":"11","author":"S Globerson","year":"1991","unstructured":"Globerson S, Maggard MJ (1991) A conceptual model of self-service. Int J Oper Prod Manag 11(4):33\u201343. https:\/\/doi.org\/10.1108\/01443579110002977","journal-title":"Int J Oper Prod Manag"},{"issue":"4","key":"655_CR13","doi-asserted-by":"publisher","first-page":"113","DOI":"10.1049\/ip-sen:19982197","volume":"145","author":"G Goldkuhl","year":"1998","unstructured":"Goldkuhl G, Lind M, Seigerroth U (1998) Method integration: the need for a learning perspective. IEE Proc Softw 145(4):113\u2013118. https:\/\/doi.org\/10.1049\/ip-sen:19982197","journal-title":"IEE Proc Softw"},{"issue":"10","key":"655_CR14","doi-asserted-by":"publisher","first-page":"502","DOI":"10.1080\/02642069.2015.1043276","volume":"35","author":"T Harrison","year":"2015","unstructured":"Harrison T, Waite K (2015) Impact of co-production on consumer perception of empowerment. Serv Ind J 35(10):502\u2013520. https:\/\/doi.org\/10.1080\/02642069.2015.1043276","journal-title":"Serv Ind J"},{"issue":"6","key":"655_CR15","doi-asserted-by":"publisher","first-page":"17","DOI":"10.1509\/jm.14.0357","volume":"79","author":"T Haumann","year":"2015","unstructured":"Haumann T, G\u00fcnt\u00fcrk\u00fcn P, Schons LM, Wieseke J (2015) Engaging customers in coproduction processes: how value-enhancing and intensity-reducing communication strategies mitigate the negative effects of coproduction intensity. J Mark 79(6):17\u201333. https:\/\/doi.org\/10.1509\/jm.14.0357","journal-title":"J Mark"},{"key":"655_CR16","doi-asserted-by":"publisher","DOI":"10.1007\/978-3-642-41467-1","volume-title":"Situational method engineering","author":"B Henderson-Sellers","year":"2014","unstructured":"Henderson-Sellers B, Ralyt\u00e9 J, \u00c5gerfalk P, Rossi M (2014) Situational method engineering. Springer, Heidelberg"},{"issue":"1","key":"655_CR17","doi-asserted-by":"publisher","first-page":"3","DOI":"10.1108\/08876041311296338","volume":"27","author":"T Hilton","year":"2013","unstructured":"Hilton T, Hughes T, Little E, Marandi E (2013) Adopting self-service technology to do more with less. J Serv Mark 27(1):3\u201312. https:\/\/doi.org\/10.1108\/08876041311296338","journal-title":"J Serv Mark"},{"key":"655_CR18","volume-title":"ITIL: IT service management practices. 2: service design","author":"L Hunnebeck","year":"2013","unstructured":"Hunnebeck L (2013) ITIL: IT service management practices. 2: service design, 2nd edn. TSO, The Stationery Office, London","edition":"2"},{"key":"655_CR19","doi-asserted-by":"crossref","DOI":"10.1007\/978-3-319-10632-8","volume-title":"An introduction to design science","author":"P Johannesson","year":"2014","unstructured":"Johannesson P, Perjons E (2014) An introduction to design science, 2014th edn. Springer, New York","edition":"2014"},{"issue":"6","key":"655_CR20","doi-asserted-by":"publisher","first-page":"695","DOI":"10.1007\/s12599-018-0541-5","volume":"61","author":"T Jouck","year":"2018","unstructured":"Jouck T, Depaire B (2018) Generating artificial data for empirical analysis of control-flow discovery algorithms: a process tree and log generator. Bus Inf Syst Eng 61(6):695\u2013712. https:\/\/doi.org\/10.1007\/s12599-018-0541-5","journal-title":"Bus Inf Syst Eng"},{"issue":"12","key":"655_CR21","doi-asserted-by":"publisher","first-page":"307","DOI":"10.5539\/ass.v11n12p307","volume":"11","author":"Y Kazemzadeh","year":"2015","unstructured":"Kazemzadeh Y, Milton SK, Johnson LW (2015) A conceptual comparison of service blueprinting and business process modeling notation (BPMN). Asian Soc Sci 11(12):307\u2013318. https:\/\/doi.org\/10.5539\/ass.v11n12p307","journal-title":"Asian Soc Sci"},{"issue":"3","key":"655_CR22","doi-asserted-by":"publisher","first-page":"47","DOI":"10.1108\/EUM0000000002806","volume":"2","author":"J Kingman-Brundage","year":"1991","unstructured":"Kingman-Brundage J (1991) Technology, design and service quality. Int J Serv Ind Manag 2(3):47\u201359. https:\/\/doi.org\/10.1108\/EUM0000000002806","journal-title":"Int J Serv Ind Manag"},{"issue":"3","key":"655_CR23","doi-asserted-by":"publisher","first-page":"721","DOI":"10.1287\/isre.1110.0390","volume":"23","author":"A Kumar","year":"2012","unstructured":"Kumar A, Telang R (2012) Does the web reduce customer service cost? Empirical evidence from a call center. Inf Syst Res 23(3):721\u2013737. https:\/\/doi.org\/10.1287\/isre.1110.0390","journal-title":"Inf Syst Res"},{"key":"655_CR24","unstructured":"Leyer M, Tate M, Baer F, Kowalkiewicz M, Rosemann M (2017) Customer acceptance of pro-active services: a scenario-based empirical study. In: ECIS 2017 Proceedings, Guimar\u00e3es, pp 1837\u20131852"},{"issue":"1","key":"655_CR25","doi-asserted-by":"publisher","first-page":"5","DOI":"10.1007\/s12599-010-0141-5","volume":"3","author":"M Marrone","year":"2011","unstructured":"Marrone M, Kolbe LM (2011) Impact of IT service management frameworks on the IT organization. Bus Inf Syst Eng 3(1):5\u201318. https:\/\/doi.org\/10.1007\/s12599-010-0141-5","journal-title":"Bus Inf Syst Eng"},{"issue":"6","key":"655_CR26","doi-asserted-by":"publisher","first-page":"606","DOI":"10.1108\/09604521211287570","volume":"22","author":"SK Milton","year":"2012","unstructured":"Milton SK, Johnson LW (2012) Service blueprinting and BPMN: a comparison. Manag Serv Qual Int J 22(6):606\u2013621. https:\/\/doi.org\/10.1108\/09604521211287570","journal-title":"Manag Serv Qual Int J"},{"issue":"5","key":"655_CR27","doi-asserted-by":"publisher","first-page":"756","DOI":"10.1109\/TSE.2009.67","volume":"35","author":"DL Moody","year":"2009","unstructured":"Moody DL (2009) The \u201cphysics\u201d of notations: towards a scientific basis for constructing visual notations in software engineering. IEEE Trans Softw Eng 35(5):756\u2013778","journal-title":"IEEE Trans Softw Eng"},{"key":"655_CR28","unstructured":"Moody DL (2011) Why a diagram is only sometimes worth a thousand words: an analysis of the BPMN 2.0 visual notation. https:\/\/pdfs.semanticscholar.org\/dc09\/25bd6d879f6b867806f8badfc70d2e30b4a4.pdf. Accessed 11 May 2020"},{"issue":"4","key":"655_CR29","doi-asserted-by":"publisher","first-page":"1","DOI":"10.18417\/emisa.13.4","volume":"13","author":"O Pastor","year":"2018","unstructured":"Pastor O, Ruiz M, Ko\u00e7 H, Valverde F (2018) Capability-based communication analysis for enterprise modelling. Enterp Model Inf Syst Archit EMISAJ 13(4):1\u201324. https:\/\/doi.org\/10.18417\/emisa.13.4","journal-title":"Enterp Model Inf Syst Archit EMISAJ"},{"key":"655_CR30","doi-asserted-by":"publisher","first-page":"339","DOI":"10.1007\/11901181_26","volume-title":"Conceptual modeling\u2014ER 2006","author":"J Ralyt\u00e9","year":"2006","unstructured":"Ralyt\u00e9 J, Backlund P, K\u00fchn H, Jeusfeld MA (2006) Method chunks for interoperability. In: Embley DW, Oliv\u00e9 A, Ram S (eds) Conceptual modeling\u2014ER 2006. Springer, Heidelberg, pp 339\u2013353"},{"issue":"11","key":"655_CR31","doi-asserted-by":"publisher","first-page":"38","DOI":"10.1145\/2524713.2524721","volume":"56","author":"J Roche","year":"2013","unstructured":"Roche J (2013) Adopting DevOps practices in quality assurance. Commun ACM 56(11):38\u201343","journal-title":"Commun ACM"},{"issue":"2","key":"655_CR32","doi-asserted-by":"publisher","first-page":"182","DOI":"10.1177\/1094670511435541","volume":"15","author":"SE Sampson","year":"2012","unstructured":"Sampson SE (2012) Visualizing service operations. J Serv Res 15(2):182\u2013198. https:\/\/doi.org\/10.1177\/1094670511435541","journal-title":"J Serv Res"},{"issue":"1","key":"655_CR33","doi-asserted-by":"publisher","first-page":"177","DOI":"10.25300\/MISQ\/2015\/39.1.08","volume":"39","author":"A Scherer","year":"2015","unstructured":"Scherer A, W\u00fcnderlich NV, von Wangenheim F (2015) The value of self-service: long-term effects of technology-based self-service usage on customer retention. MIS Q 39(1):177\u2013200","journal-title":"MIS Q"},{"issue":"1","key":"655_CR34","doi-asserted-by":"publisher","first-page":"16","DOI":"10.4018\/jitbag.2011010102","volume":"2","author":"U Seigerroth","year":"2011","unstructured":"Seigerroth U (2011) Enterprise modeling and enterprise architecture: the constituents of transformation and alignment of business and IT. Int J ITBus Alignment Gov IJITBAG 2(1):16\u201334. https:\/\/doi.org\/10.4018\/jitbag.2011010102","journal-title":"Int J ITBus Alignment Gov IJITBAG"},{"issue":"1","key":"655_CR35","doi-asserted-by":"publisher","first-page":"49","DOI":"10.1108\/EUM0000000004799","volume":"16","author":"GL Shostack","year":"1982","unstructured":"Shostack GL (1982) How to design a service. Eur J Mark 16(1):49\u201363. https:\/\/doi.org\/10.1108\/EUM0000000004799","journal-title":"Eur J Mark"},{"key":"655_CR36","unstructured":"Steinberg R, AXELOS Limited, Stationery Office, Gro\u00dfbritannien (eds) (2013) ITIL: IT service management practices. 4: service operation, 2011 edn, 2nd impr. TSO, The Stationery Office, London"},{"issue":"2","key":"655_CR37","doi-asserted-by":"publisher","first-page":"250","DOI":"10.1108\/BPMJ-02-2014-0010","volume":"21","author":"P Trkman","year":"2015","unstructured":"Trkman P, Mertens W, Viaene S, Gemmel P (2015) From business process management to customer process management. Bus Process Manag J 21(2):250\u2013266. https:\/\/doi.org\/10.1108\/BPMJ-02-2014-0010","journal-title":"Bus Process Manag J"},{"key":"655_CR38","first-page":"423","volume-title":"Design science research in information systems: advances in theory and practice","author":"J Venable","year":"2012","unstructured":"Venable J, Pries-Heje J, Baskerville R (2012) A comprehensive framework for evaluation in design science research. In: Peffers K, Rothenberger M, Kuechler B (eds) Design science research in information systems: advances in theory and practice. Springer, Heidelberg, pp 423\u2013438"},{"issue":"8","key":"655_CR39","doi-asserted-by":"publisher","first-page":"1012","DOI":"10.1108\/IJPPM-10-2012-0113","volume":"63","author":"AA Yalley","year":"2014","unstructured":"Yalley AA, Sekhon HS (2014) Service production process: implications for service productivity. Int J Product Perform Manag 63(8):1012\u20131030. https:\/\/doi.org\/10.1108\/IJPPM-10-2012-0113","journal-title":"Int J Product Perform Manag"},{"key":"655_CR40","unstructured":"Zaza I, Junglas I (2016) IT self-service engagement: a theory of trying perspective. In: ICIS 2016 Proceedings, Dublin"}],"updated-by":[{"DOI":"10.1007\/s12599-021-00712-0","type":"correction","label":"Correction","source":"publisher","updated":{"date-parts":[[2021,8,2]],"date-time":"2021-08-02T00:00:00Z","timestamp":1627862400000}}],"container-title":["Business &amp; Information Systems Engineering"],"original-title":[],"language":"en","link":[{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s12599-020-00655-y.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/article\/10.1007\/s12599-020-00655-y\/fulltext.html","content-type":"text\/html","content-version":"vor","intended-application":"text-mining"},{"URL":"https:\/\/link.springer.com\/content\/pdf\/10.1007\/s12599-020-00655-y.pdf","content-type":"application\/pdf","content-version":"vor","intended-application":"similarity-checking"}],"deposited":{"date-parts":[[2023,10,2]],"date-time":"2023-10-02T00:52:40Z","timestamp":1696207960000},"score":1,"resource":{"primary":{"URL":"https:\/\/link.springer.com\/10.1007\/s12599-020-00655-y"}},"subtitle":[],"short-title":[],"issued":{"date-parts":[[2020,6,9]]},"references-count":40,"journal-issue":{"issue":"4","published-print":{"date-parts":[[2021,8]]}},"alternative-id":["655"],"URL":"https:\/\/doi.org\/10.1007\/s12599-020-00655-y","relation":{},"ISSN":["2363-7005","1867-0202"],"issn-type":[{"value":"2363-7005","type":"print"},{"value":"1867-0202","type":"electronic"}],"subject":[],"published":{"date-parts":[[2020,6,9]]},"assertion":[{"value":"12 January 2019","order":1,"name":"received","label":"Received","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"27 March 2020","order":2,"name":"accepted","label":"Accepted","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"9 June 2020","order":3,"name":"first_online","label":"First Online","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"2 August 2021","order":4,"name":"change_date","label":"Change Date","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"Correction","order":5,"name":"change_type","label":"Change Type","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"A Correction to this paper has been published:","order":6,"name":"change_details","label":"Change Details","group":{"name":"ArticleHistory","label":"Article History"}},{"value":"https:\/\/doi.org\/10.1007\/s12599-021-00712-0","URL":"https:\/\/doi.org\/10.1007\/s12599-021-00712-0","order":7,"name":"change_details","label":"Change Details","group":{"name":"ArticleHistory","label":"Article History"}}]}}