2014•USF Scholarship Repository (University of San Francisco)Requires access

Work System Perspective on Service, Service Systems, IT Services, and Service Science

Steven Alter

Abstract

This document explains how a “work system” perspective on systems in organizations illuminates many service topics in an understandable and broadly applicable way. It contributes to ISSIP (International Society of Service Innovation Professionals) by providing frameworks and concepts that can be used in describing, evaluating, analyzing, designing, and improving services, service systems, and IT systems.

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Available abstract

Key concepts: Service (business), Service design, Perspective (graphical), Service system, Service delivery framework, Service catalog, Business, Knowledge management