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IBM Systems Journal

Issue 1 • Date 2008

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Displaying Results 1 - 16 of 16
  • Message from the Senior Vice President, Global Business Services

    Publication Year: 2008, Page(s):1 - 2
    Cited by:  Papers (1)
    IEEE is not the copyright holder of this material | PDF file iconPDF (48 KB)
    Freely Available from IEEE
  • Preface

    Publication Year: 2008, Page(s):3 - 4
    IEEE is not the copyright holder of this material | Click to expandAbstract | PDF file iconPDF (35 KB)

    Today, the service sector dominates the global economy. It comprises roughly 75 percent of the gross domestic product of developed nations and employs more people worldwide than either agriculture or manufacturing. Service revenues accounted for more than one-half of the total revenues of IBM in 2006, and many familiar manufacturing companies, including General Electric and Rolls-Royce, are genera... View full abstract»

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  • Toward a conceptual foundation for service science: Contributions from service-dominant logic

    Publication Year: 2008, Page(s):5 - 14
    Cited by:  Papers (43)
    IEEE is not the copyright holder of this material | Click to expandAbstract | PDF file iconPDF (98 KB)

    Advancing service science requires a service-centered conceptual foundation. Toward this goal, we suggest that an emerging logic of value creation and exchange called service-dominant logic is a more robust framework for service science than the traditional goods-dominant logic. The primary tenets of service-dominant logic are: (1) the conceptualization of service as a process, rather than a unit ... View full abstract»

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  • Designing a service science discipline with discipline

    Publication Year: 2008, Page(s):15 - 27
    Cited by:  Papers (12)
    IEEE is not the copyright holder of this material | Click to expandAbstract | PDF file iconPDF (111 KB)

    This paper relates our experiences at the University of California, Berkeley (UC Berkeley), designing a service science discipline. We wanted to design a discipline of service science in a principled and theoretically motivated way. We began our work by asking, “What questions would a service science have to answer?” and from that we developed a new framework for understanding servic... View full abstract»

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  • Service science: Catalyst for change in business school curricula

    Publication Year: 2008, Page(s):29 - 39
    Cited by:  Papers (3)
    IEEE is not the copyright holder of this material | Click to expandAbstract | PDF file iconPDF (105 KB)

    For a service delivery system to produce optimal solutions to service-related business problems, it must be based on an approach that involves many of the traditional functional areas in an organization. Unfortunately, most business school curricula mirror the older traditional organizational structure that dominated businesses throughout most of the twentieth century. This structure typically con... View full abstract»

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  • Service science: At the intersection of management, social, and engineering sciences

    Publication Year: 2008, Page(s):41 - 51
    Cited by:  Papers (7)
    IEEE is not the copyright holder of this material | Click to expandAbstract | PDF file iconPDF (283 KB)

    Service industries comprise roughly 75 percent of the gross domestic product of developed nations. To design and operate service systems for today and tomorrow, a new type of engineer must be educated, one who focuses on services rather than manufacturing. Such an engineer must be able to integrate three sciences—management, social, and engineering science—in the analysis of service ... View full abstract»

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  • Complexity of service value networks: Conceptualization and empirical investigation

    Publication Year: 2008, Page(s):53 - 70
    Cited by:  Papers (44)
    IEEE is not the copyright holder of this material | Click to expandAbstract | PDF file iconPDF (527 KB)

    This paper explores how service value is created in a network context and how the structure and dynamics of the value network as well as customer expectations influence the complexity of the services ecosystem. The paper then discusses what transformative role information and communication technology (ICT) plays in coordinating and delivering value and managing this complexity. A conceptual model ... View full abstract»

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  • Service system fundamentals: Work system, value chain, and life cycle

    Publication Year: 2008, Page(s):71 - 85
    Cited by:  Papers (20)
    IEEE is not the copyright holder of this material | Click to expandAbstract | PDF file iconPDF (213 KB)

    Service systems produce all services of significance and scope, yet the concept of a service system is not well articulated in the service literature. This paper presents three interrelated frameworks as a first attempt to define the fundamentals of service systems. These frameworks identify basic building blocks and organize important attributes and change processes that apply across all service ... View full abstract»

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  • Estimating value in service systems: A case study of a repair service system

    Publication Year: 2008, Page(s):87 - 100
    Cited by:  Papers (15)
    IEEE is not the copyright holder of this material | Click to expandAbstract | PDF file iconPDF (724 KB)

    The economic structure of service systems has steadily increased in complexity in recent years. This is due not only to specialization in direct material production and services offered, but also in the ownership and management of resources, the role of intangible assets such as process knowledge, and the context in which goods and services are consumed. This increase in complexity represents both... View full abstract»

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  • BEAM: A framework for business ecosystem analysis and modeling

    Publication Year: 2008, Page(s):101 - 114
    Cited by:  Papers (9)
    IEEE is not the copyright holder of this material | Click to expandAbstract | PDF file iconPDF (555 KB)

    This paper presents a framework for the modeling and analysis of business model designs involving a network of interconnected business entities. The framework includes an ecosystem-modeling component, a simulation component, and a service-analysis component, and integrates methods from value network modeling, game theory analysis, and multiagent systems. A role-based paradigm is introduced for cha... View full abstract»

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  • Patterns of innovation in service industries

    Publication Year: 2008, Page(s):115 - 128
    Cited by:  Papers (14)
    IEEE is not the copyright holder of this material | Click to expandAbstract | PDF file iconPDF (453 KB)

    The diversity of service activities means that service innovations and innovation processes take various forms. In this paper, we use input/output and other data to depict how service industries vary in such areas as products, markets, work organization, and technological characteristics—most being very distinctive from primary industries (i.e., extractive industries such as agriculture, fi... View full abstract»

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  • Business services as communication patterns: A work practice approach for analyzing service encounters

    Publication Year: 2008, Page(s):129 - 141
    Cited by:  Papers (2)
    IEEE is not the copyright holder of this material | Click to expandAbstract | PDF file iconPDF (308 KB)

    In this paper, we describe an approach to business processes and services which views work practices as recurrent patterns of communication called genres. Although defining work practices in this way is unorthodox, it provides two major advantages. First, the communication resources employed by the parties engaging in a service transaction can be clearly described, understood, and communicated. Bu... View full abstract»

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  • Legal research topics in user-centric services

    Publication Year: 2008, Page(s):143 - 152
    Cited by:  Papers (1)
    IEEE is not the copyright holder of this material | Click to expandAbstract | PDF file iconPDF (284 KB)

    There are several essential legal topics that must be included in the research agenda of service science. In this paper, we discuss these topics, beginning with an analysis of the definition of a service and a categorization of some of the actors in service systems, with their diverse interests. A set of case studies and scenarios is presented to illustrate the kinds of legal challenges that are i... View full abstract»

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  • Managed service paradox

    Publication Year: 2008, Page(s):153 - 166
    Cited by:  Papers (2)
    IEEE is not the copyright holder of this material | Click to expandAbstract | PDF file iconPDF (197 KB)

    In this paper we examine managed service in the information and communication technology (ICT) sector, characterized by the polarization between an infrastructure service that is growing in scale and increasingly becoming a commodity and customized or even one-of-a-kind projects. We refer to the approaches taken by three highly innovative advanced service companies, IBM, Ericsson, and Cable & ... View full abstract»

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  • Improving service delivery through integrated quality initiatives: A case study

    Publication Year: 2008, Page(s):167 - 178
    IEEE is not the copyright holder of this material | Click to expandAbstract | PDF file iconPDF (146 KB)

    Providers of highly reliable information technology (IT) services have historically adopted multiple service delivery quality standards and have obtained certificates of registration or certification associated with these standards. In this paper, we present a case study involving a provider of IT infrastructure services and solutions. We describe the business context of the service provider, its ... View full abstract»

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  • Predicting customer choice in services using discrete choice analysis

    Publication Year: 2008, Page(s):179 - 191
    Cited by:  Papers (2)
    IEEE is not the copyright holder of this material | Click to expandAbstract | PDF file iconPDF (1405 KB)

    This paper presents an overview of the science and art of discrete choice modeling for service sector applications. With the ongoing momentum of service science, management, and engineering, the discrete choice modeling approach provides a sophisticated tool kit for assessing the needs and preferences of service customers. We provide directions for designing and executing discrete choice studies f... View full abstract»

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Aims & Scope

Throughout its history, the IBM Systems Journal has been devoted to software, software systems, and services, focusing on concepts, architectures, and the uses of software.

Full Aims & Scope

Meet Our Editors

Editor-in-Chief
John J. Ritsko
IBM T. J. Watson Research Center5