Reuse-Mechanisms for Mass Customizing IT-Service Agreements.

摘要: Divergent requirements of customers limit the potential information technology (IT) service providers to achieveeconomies scale through standardization engagements. Continuous change requests in ongoing IT-servicerelationships complicate matters even more. Mass customization strategies have successfully addressed similar challenges inindustrial sectors by reusing, i.e. composing and adapting standardized modules.Transforming this strategy IT-service management, we present a three-layer approach reuse-based IT-servicecustomization order increase both effectiveness efficiency at stages initial specification, customizationof offerings, continuous adjustment This is proposed be achieved adopting wellestablishedreuse-mechanisms reference modeling. The has been developed prototyped closecooperation with IT-organizations.