IT Service Management Processes for Concatenated Services in Multi-Domain Environments

The co-operation of several providers is still a challenge for IT Service Management. Currently, established IT Service Management approaches presume a hierachical organisational model. The growing complexity of novel IT services demands the development of alternative ways of provider collaboration. In our PhD thesis we focus on management problems raised by non-hierarchical co-operation in a multi-domain environment. For systematical analysis the concept of Concatenated Services is introduced. To foster the operations of these services, a specification method for service management processes is developed which incorporates approaches from organisational theory, together with a process model which guides the application of the method for concrete scenarios.