The End-Users of Software Systems Deserve Better: Experiences on the Obstacles on Providing Value and How Servitization Can Help

Abstract

Failed software projects, delayed deliveries and unsatisfied users are topics that we read on almost daily basis on the media. We’re so used to unsuccessful software projects that we do not even seem to expect projects to provide real value to the users. Simultaneously, the societies are more dependent on the software than ever and huge amount of people make their living out of software engineering related jobs. We are investing substantially in the education and training in the software domain and emphasize modern technologies and practices in the education. A consensus exists within the academia and industry on how to effectively develop information systems: with iterative and user-centered methodologies that focus on continuous improvement, i.e. agile methods. Somehow, still, these great ideas and principles do not materialize in practice in software projects; we seem to encounter failing projects and unhappy clients more than succeeding projects with happy end-users. My claim is that we are not doing the best we can, and we know better what we should do when creating and maintaining software intensive systems. The structures that inhibit us from providing the best value possible for the user are often related to bad communication and/or non-disciplined ways of working. Many of the obstacles can be avoided through servitization: better collaboration, more user-centered development methods and iterative approaches.