Moving Toward a Service Metaphor for Describing, Evaluating, and Designing Systems

This paper explores possible steps toward incorporating the increasingly important topics of service and service systems into the core of the IS field, thereby moving toward a service-oriented core without abandoning existing tool-oriented concepts and methods. Incorporating more of a service mindset into IS would add to the many service-related topics that it already contains. A service mindset would focus more on customer activities and concerns within the analysis of IT-reliant work systems. Following the lead from developments in marketing and operations, it would emphasize customer-centricity and the co-production of value by service providers and customers. It would encourage greater attention to customer concerns, rather than mostly user concerns, in the implementation of IT-reliant work systems. This paper presents frameworks and related tools that provide an indication of what a more service-oriented IS field might look like.