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In-Depth Information
Sustainable Service Innovation Model: A Standardized
IT Service Management Process Assessment Framework
Béatrix Barafort and Anne Rousseau
Centre de Recherche Public Henri Tudor
29, avenue John F. Kennedy
L-1855 Luxembourg
{beatrix.barafort,anne.rousseau}@tudor.lu
Abstract.
This paper presents the Sustainable Service Innovation Framework
that is used in the Public Research Centre Henri Tudor in Luxembourg as a
generic framework supporting innovation, and promoting multi disciplinary
activities It is demonstrated with the Tudor's IT Service Management Process
Assessment (TIPA)'s case: the Tudor's IT Service Management Process As-
sessment, with the value, design, promotion, management and capitalization of
TIPA's services.
Keywords:
Process assessment, service innovation, IT service management,
process models, standardization, sustainable service innovation process.
1 Introduction
As confirmed by leading institutions, services play a key role in economies. Repre-
senting more than 70 percent of gross value added in the European countries in
2006 [1], services also account for almost all employment growth in the OECD
(Organization for Economic Cooperation and Development) countries and are the
major contributor to productivity growth [2]. Recent figures for Luxembourg indi-
cate that the service sector accounts for above 85% percent of total value added in
2006, granting Luxembourg with the first place in the European landscape. Within
the service sector, the financial sector, with more than 150 banks populating the
country, is a major component of Gross Domestic Product (GDP) and GDP growth
and is an extensive user and provider of so-called knowledge intensive services.
With increased competition, accelerated changes in markets needs and technology
evolution, organizations have to continuously generate new services and to succeed
in their commercialization [3][4][5]. This innovative capability is also considered as
a vector of competitiveness.
In this service context of Luxembourg, and in the multi-disciplinary approach fea-
turing Services Science, the Public Research Centre Henri Tudor (CRPHT) has de-
veloped a Sustainable Service Innovation Process (S2IP), providing a framework for
services managed in a living lab, and then all facilities for several interacting disci-
plines. This paper firstly presents this service innovation design model called S2IP
