An IT Service Development Model Based on a Service Ecosystem: Case Studies of Cloud Service Companies

Abstract

In recent years, information technology (IT) companies as IT providers have developed not only IT systems but also related services for users. These providers aim to standardize IT services to reduce development costs and improve quality. However, IT service requirements differ for each user; therefore, the providers cannot completely meet the users' requirements. Furthermore, the business environment of users is changing rapidly, and accordingly, the IT services should change as well. Therefore, IT providers cannot manage a continuous IT service development process very well. To address this challenge, we propose a new IT service development model based on a service ecosystem. This model suggests building a service ecosystem and defining the requirement phase before IT service development. Furthermore, it recommends that IT providers develop IT services and create value with partners in the service ecosystem. Consequently, there are diverse IT services in the service ecosystem. Compared with traditional IT development models, the IT providers can manage their services more effectively with the implementation of the proposed model.