IT Self-Service Blueprinting A Visual Notation for Designing IT Self-Services

Schönwälder, Marvin and Szilagyi, Tom and Bär, Florian and Lantow, Birger and Sandkuhl, Kurt (2018) IT Self-Service Blueprinting A Visual Notation for Designing IT Self-Services. In: Proceedings of the 2nd International Workshop on Practicing Open Enterprise Modelling within OMiLAB (PrOse) co-located with 11th IFIP WG 8.1 Working Conference on the Practice of Enterprise Modelling (PoEM 2018), 31 Oct 2018, Vienna, Austria.


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IT self-services have gained momentum in more and more organiza- tions in recent years. The rationale for IT self-services is the reduction of the IT personnel’s workload in IT service production. However, prior research has shown that the realization of this anticipated benefit is not self-evident. There- fore, scholars have called for research leading to artifacts that guide IT operations at devolving service tasks to employees. In this paper, we present a visual nota- tion for designing IT self-services. The meta-model of this visual notation in- cludes the concepts and relationships in service blueprinting and extends these with concepts and relationships for IT self-service blueprinting. IT self-service blueprinting supports IT operations at analyzing the devolvement of service tasks at the design stage. The demonstration of the use of our visual notation proofs that the visual notation complies with the principles for cognitively effective vis- ual notations.

Item Type: Conference or Workshop Item (Paper)
Depositing User: Nikola Ivanovic
Date Deposited: 10 Apr 2019 11:11
Last Modified: 10 Apr 2019 11:11

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