Servitization Methodology in ICT Service System Design

Abstract

This paper proposes steps of conceptual service design by assimilation of service modeling methods into conventional design practices of ICT systems integrators. The service models are simplified into four forms: persona-scenario, requirement-function-resource tree, Actors’ Map, and service blueprint. The input and output data of each model are formalized with design principles, enabling data chain between the models. The relationships between the data of design deliverables, such as plan, functional design, and detailed design documents, are also defined clearly in accordance with their design procedures. As the results, roles for tasks are clarified, and tasks and deliverables are systematized into seven design steps. The steps help to change the mindset of system integrators from product-oriented to service-oriented and assist servitize their business.