Abstract
Purpose – Business services have an important role in the development of global knowledge‐base economy. This is particularly clear in the field of ICT services where business customers are requiring an increasing amount of complex services in order to support their utilization of advanced ERP, SCM and CRM solutions for boosting their business processes and competitive advantage. The complexity of these services and customers' requests for special adaptations form a critical challenge for service providers. This paper seeks to develop solutions for managing this complexity.
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