Managing the Current Customization of Process Related IT-Services (2010)
Henrik Brocke, Falk Uebernickel, Walter Brenner
IT service providers are increasingly required to orientate their service portfolio towards the IT support of their consumer?s business processes. This enables diversification as well as transparency...
Design Rules for User-Oriented IT Service Descriptions (2009)
Henrik Brocke, Thorsten Hau, Alexander Vogedes, Bernhard Schindlholzer, Falk Uebernickel, Walter Brenner
Customers of complex IT-services increasingly demand integrated value bundles that fit their individual needs. At the same time, IT service providers are facing commoditization of their products and...
Henrik Brocke, Falk Uebernickel, Walter Brenner
Rising complexity of international IT projects has compelled service providers to re-define their customer-serviceapproach. This paper uses a case study method to identify critical success factors...
Success Factors in IT-Projects to Provide Customer Value Propositions (2009)
Henrik Brocke, Falk Uebernickel, Walter Brenner
Rising external competition and cost-pressures compel internal service providers to re-define their customer-service approach. Providing value propositions to the intra-firm end-users instead of...
Henrik Brocke, Falk Uebernickel, Walter Brenner
Rising complexity of international IT projects has compelled service providers to re-define their customer-service approach. This paper uses a case study method to identify critical success factors...