Inducing Service Innovations through the Governance of IT-enabled Projects

Abstract

We report on the development of a toolbox to assist decision-makers during the selection and governance of IT-enabled service innovation projects. The toolbox is based on the integration of the balanced scorecard and the Val IT(TM) framework. This action research was done through an in-depth case study, composed of several semi-structured interviews and documentary reviews. To ensure an adequate consideration of the multidisciplinary nature of service innovations, decision-makers' attention will not only be drawn to the financial aspects, but also to the intangible and multidimensional aspects of service innovation projects. The toolbox backs the company's value creation processes and provides a tested methodology. Therefore, to the best of our knowledge, it fills a gap within the existing set of tools and methods to foster service innovations within a financial services company. [PUBLICATION ABSTRACT]