Towards Service System Governance: Leveraging Service System Grammar to Empower Value Co-creation

Abstract

The integration of customers (often as an additional vendor) into global service delivery with industrialized processes is a challenge: When running software projects for such settings we see with all customers the practical need to harmonize governance - over projects inside an enterprise for a particular customer, over vendors for a particular project, over projects of a particular vendor for different customers. This chapter discusses this urgent need to innovate interactions - while leveraging the service system grammar to organize governance in a multi-sourcing environment with global service delivery. We focus on streamlining the architecture and the design to allow simpler i.e. simple governance in a global service delivery network of multiple service systems. With service perspectives derived from the service system grammar the creation of service systems empowers design and architecture of the service system at the right point in time with the right level of detail. The purpose of this chapter is to describe this shift in approaching service governance.