Abstract
The performance of many organizations depends on their ability to utilize their IT service systems effectively. This implies the necessity to optimize the relationships between IT service provider(s), IT management and customers. In this paper, we propose a model of IT service system based on Service-Dominant Logic. This model is considered within an internal organizational context where an IT department offers IT services to other business units. We define three types of actors and the relationships between them including information exchange. We further recommend that customers should be actively co-producing IT service offerings and the IT service provider should participate in the design of business processes in the organization. A case study shows how the IT service system in Lapland University of Applied Sciences is analyzed and redesigned based on the proposed model.
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