Nowadays, IT operations devolve many tasks in IT services to internal customers (i.e., IT self-service). The rationale for this service task devolvement is often to reduce the IT personnel’s workload. However, prior research has shown that IT operations often fail to achieve this goal. Existing methods for modeling and analyzing services fall short of supporting service providers in identifying and specifying service tasks suitable to be devolved to (internal) customers. This paper presents, therefore, the first method for devolving service tasks in IT services (DESERV IT). DESERV IT is a compound of four method components encompassing a joint meta-model, a visual notation for modeling IT services, and procedural recommendations. The DESERV IT meta-model extends the meta-model of service blueprinting by means of concepts required to analyze service task devolvement. DESERV IT is evaluated in four evaluation episodes. The results of the evaluation episodes show that DESERV IT is perceived as effective, useful, complete, and generalizable by experts in the IT service management and enterprise architecture discipline. This paper contributes to enterprise modeling by demonstrating the feasibility of DESERV IT in an example case and describing DESERV IT’s evolution during the evaluation episodes. DESERV IT supports practitioners (e.g., request fulfillment managers) in modeling and analyzing IT services.

中文翻译：

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DESERV IT：一种在 IT 服务中下放服务任务的方法

如今，IT 运营将 IT 服务中的许多任务下放给内部客户（即 IT 自助服务）。这种服务任务下放的基本原理通常是为了减少 IT 人员的工作量。然而，先前的研究表明，IT 运营往往无法实现这一目标。现有的建模和分析服务的方法不足以支持服务提供商识别和指定适合下放给（内部）客户的服务任务。因此，本文提出了在 IT 服务 (DESERV IT) 中下放服务任务的第一种方法。DESERV IT 是四个方法组件的组合，包括联合元模型、用于建模 IT 服务的可视化符号和程序建议。DESERV IT 元模型通过分析服务任务转移所需的概念扩展了服务蓝图的元模型。DESERV IT 在四个评估阶段进行评估。评估结果表明，DESERV IT 被 IT 服务管理和企业架构学科的专家认为是有效、有用、完整和可推广的。本文通过在示例案例中展示 DESERV IT 的可行性并描述 DESERV IT 在评估阶段的演变，为企业建模做出了贡献。DESERV IT 支持从业人员（例如，请求履行经理）对 IT 服务进行建模和分析。并由 IT 服务管理和企业架构学科的专家推广。本文通过在示例案例中展示 DESERV IT 的可行性并描述 DESERV IT 在评估阶段的演变，为企业建模做出了贡献。DESERV IT 支持从业人员（例如，请求履行经理）对 IT 服务进行建模和分析。并由 IT 服务管理和企业架构学科的专家推广。本文通过在示例案例中展示 DESERV IT 的可行性并描述 DESERV IT 在评估阶段的演变，为企业建模做出了贡献。DESERV IT 支持从业人员（例如，请求履行经理）对 IT 服务进行建模和分析。