-------- Original-Nachricht -------- Betreff: [AISWorld] CFP: Engineering and Management of IT-based Service Systems: A Systems Approach, CFP of IJITSA Datum: Wed, 6 Mar 2013 10:40:56 -0600 (CST) Von: mmora@securenym.net An: aisworld@lists.aisnet.org Kopie (CC): MRaisinghani@mail.twu.edu, ogelman@servidor.unam.mx, ijitsa@gmail.com, miroljub.kljajic@fov.uni-mb.si

********************** CALL FOR PAPERS ********************** International Journal of Information Technologies and the Systems Approach (IJITSA). Website: http://www.igi-global.com/ijitsa Published Semi-Annually since 2008 (both in Print and Electronic form)

SPECIAL ISSUE ON: Engineering and Management of IT-based Service Systems: A Systems Approach

Guest Editors: *Dr. Ovsei Gelman, Universidad Nacional Autónoma de México, México *Dr. Mahesh S. Raisinghani, Texas Woman?s University, USA *Dr. Miroljub Kljajic, University of Maribor, Slovenia *Dr. Manuel Mora, Autonomous University of Aguascalientes, Mexico

INTRODUCTION:

While services ?as a type of business classification (Quinn, 1992)- and service systems have been engineered, managed and studied from early past century (Chase and Apte, 2007), their core re-foundations can be tracked recently (Cook et al. 1999). Furthermore, the economic relevance of service systems (or service sector in general) in the modern worldwide economy is totally recognized. As Sheenan (2006) reports ?business organizations focused on delivering help, utility, experience, information or other intellectual content ? account for more than 70% of total value added in the OECD?. Thus, service systems and service concept - as opposed to the product concept or the single post-sale business activity - have experienced fundamental changes, and acquired a high-practical business and theoretical relevance. In this special issue, we pursue to advance our scientific knowledge on the processes, methodologies, techniques and tools for engineering and managing IT-based service systems under a Systems Approach. The service-oriented paradigm has permeated several disciplines (Chesbrough and Spohrer, 2006). IT-based service systems can be defined as ?? a value coproduction configuration of people, IT, other internal and external service systems, and shared information (such as language, processes, metrics, prices, policies, and laws.? (adapted from Spohrer et al., 2007). Accordingly, a service can be defined ?in general- as ?? the application of resources (including competences, skills, and knowledge) to make changes that have value for another (system)? (idem, 2007). Service paradigm has been identified as one of the relevant themes for IT in the last decade (Demirkan and Goul, 2006; Rai and Sambamurthy, 2006; Beachboard et al. 2007; Zhao et al. 2008). In particular, in this track we are interested in advancing the scientific knowledge on how to design IT-based service systems, as systems which comprise hardware, software, network infrastructure, data, environment and people components (Gallup et al., 2009). While models of processes for engineering and managing IT-based service systems (like ITILv2, ITIL v3, CMMI-SVC, CobIT, ITUP, MOF 4, ISO 20000) have been posed, their specific practices are still unclear and few used by most IT practitioners. We consider such a topic to be mandatory to foster a cost-effective and trustworthy engineering and management of IT-based service systems (Buede, 2000). Additionally, since IT-based service systems are also systems (Tien, 2008; Alter, 2008; Mora et al., 2009) their essential and shared attributes for general systems (Ackoff, 1971; Gelman and Garcia, 1989) should be considered. Based on aforementioned issues for systems, service systems, and IT-based systems, we believe that a Systems Approach (Ackoff et al., 1962; Checkland, 2000) and a Systems Engineering view (Sage, 2000; Buede, 2000) can be helpful for this aim. A Systems Approach can be defined as an answering and problem-solving system comprised of: (i) systemic philosophical paradigms (P?s: an ontological, epistemological and axiological stance on the world): (ii) systemic theoretical frameworks (F?s: ideas-constructs, theories, and models); (iii) systemic methodologies (M?s: methods, techniques, and instruments), and (iv) situational areas identified as systems (A?s: natural, artificial or social objects, artifacts and subjects under study). Similarly, a Systems Engineering discipline, can be briefly defined as ?the interdisciplinary approach and means to enable the realization of successful (cost-efficient and trustworthy) systems?. *

References

*Ackoff, R. (1971). Towards a system of systems concepts. Management Science, 17(11), 661?671.*

*Alter, S. (2008). Service Systems Fundamentals: Work Systems, Value Chains and Life Cycle, IBM Systems Journal, 47(1), 71-85.*

*Beachboard, J. et al. (2007). AMCIS 2007 Panel on IT Service Management: IT Service Management in the IS Curriculum. Communications of the AIS, 20(35), 555-566.*

*Buede, E. (2000). The engineering design of systems. (Wiley Series in Systems Engineering, A. Sage (Ed)). New York: Wiley.*

*Chase, R. and Apte, U. (2007). A history of research in service operations: What?s the big idea? Journal of Operations Management, 25, 375?386.*

*Chesbrough, H. & Spohrer, J. (2006). A research manifesto for services science. Communica-tions of the ACM. 49(7). 35-40.*

*Cook, D., Goh, C. and Chung, C. (1999). Service Typologies: a State of the Art Survey. Production and Operation Management, 8(3), 318-338.*

*Demirkan, H. & Goul, M. (2006). AMCIS 2006 Panel Summary: Towards the Service Oriented Enterprise Vision: Bridging Industry and Academics. Communications of the AIS, 18(26), 546-556.*

*Gelman, O. and Garcia, J. (1989). Formulation and axiomatization of the concept of general sys-tem. Outlet of the Mexican Institute of Planning and Systems Operation, 19(92), 1-81.*

*Gallup**, S., Dattero, R., Quan, J. & Conger, S. (2009). An Overview of IT Service Management. Communications of the ACM, 52(5), 124-127.*

*Gelman, O. and Garcia, J. (1989). Formulation and axiomatization of the concept of general sys-tem. Outlet of the Mexican Institute of Planning and Systems Operation, 19(92), 1-81.*

*Meiren, T. (2008). Theory and Application Focus in Services Research. In: D. Spath and W. Ganz (Eds). The Future of Services: Trends and Perspectives. Hanser: Germany. (37-48).*

*Mora, M., Raisinghani, M., O?Connor, R., & Gelman, O. (2009). Toward an Integrated Conceptualization of the Service and Service System Concepts: a Systems Approach. International Journal of Information Systems in the Service Sector (IJISSS), 1(2), 36-57.*

*Quinn, J.B. (1992). Intelligent Enterprise. New York: The Free Press.*

*Sage, A. (2000). Systems engineering education. IEEE Transactions on Systems, Man and Cybernetics ? Part C: Applications and Reviews, 30(2), 164-174.*

*Sheehan, J. (2006). Understanding Service Sector and Innovation. Communications of the ACM, 49(7), 43-47.*

*Spath, D., Ganz, W. & Tombell, A. (2008). Forward-looking Service Research to serve the Future Service Economy. In: D. Spath and W. Ganz (Eds). The Future of Services: Trends and Perspectives. Hanser: Germany. (1-13).*

*Spohrer, J. (2007). Service Sciences, Management and Engineering website: www.research.ibm.com/ssme/.*

*Spohrer, J. (2008). The Service Systems as the Basic Abstraction of Service Science. (in press). *

*Tien, J. and Berg, D. (2003). A case for service systems engineering. Journal of Systems Science and Systems Engineering, 12(1), 13?38.*

*Tien, J. (2008). Services: A System?s Perspective. IEEE Systems Journal, 2(1), 146-157.*

*Zhao, J. et al. (2008). ICIS 2007 Panel Report: Bridging Service Computing and Service Management: How MIS Contributes to Service Orientation. Communication of the AIS, 22(22), 413 ? 428.. *

OBJECTIVE OF THE SPECIAL ISSUE:

This special issue aims to increase our scientific theoretical and applied knowledge on the engineering and management of IT-based service systems from a Systems Approach view.*

RECOMMENDED TOPICS:

Topics to be discussed in this special issue include (but are not limited to) the following:

*Systems Foundations of IT-based Service Systems*

*Determination of the Role of Service Systems in Super-systems such as Economical, Environmental, Social and Political that is making it a Service System*

*Definition of Sub-systems that are forming a Service System in order to assure the fulfillment of its Mission and Objectives*

*The specificity of the organization and management of the service systems, which assure their productivity as well as their development*

*Conceptual comparative studies of ITSM standards and models (ISO 20000, ITIL, CMMI-SVC, ITUP, MOF 4, CobIT) *

*Empirical studies on implementations of ITSM standards and models (ISO 20000, ITIL, CMMI-SVC, ITUP, MOF 4, CobIT) *

*Applied cases of implemented engineering practices for IT-based Service Systems*

*Applied cases of implemented management practices for IT-based Service Systems*

*Applied cases in real Data Centers*

*Applied cases of adaptations of ITSM Processes for specific SMBs*

*Application of IT-based Service Systems in Critical domains (health care, international security, international financial stock markets, green initiatives, gap e-education) *

*Classification of IT-based Service Systems *

*Value models for IT-based Service Systems (how can it be valued a priori (designs) and a posteriori (evaluations of real systems))*

*Innovative applications of IT-based Service Systems *

SUBMISSION DUE DATE: June 30, 2013 PUBLISHING DATE: * July, 2014**

SUBMISSION PROCEDURE:

Researchers and practitioners are invited to submit papers for this special theme issue *Engineering and Management of IT-based Service Systems: a Systems Approach **on or before June 30, 2013 to Dr. Manuel Mora ( ijitsa@gmail.com)*. All submissions must be original and may not be under review by another publication. INTERESTED AUTHORS SHOULD CONSULT THE JOURNAL?S GUIDELINES FOR MANUSCRIPT SUBMISSIONS at:

http://www.igi-global.com/development/author_info/guidelines%20submission.pd....

All submitted papers will be reviewed on a double-blind, peer review basis. Papers must follow APA style for reference citations.

ABOUT International Journal of Information Technologies and the Systems Approach (IJITSA): ** **The Journal of Information Technologies and Systems Approach (IJITSA) is an academic and practitioner journal created to disseminate and discuss high quality research results on Information Systems and related upper and lower level Systems as well as on its interactions with Software Engineering, Systems Engineering, Complex Systems and Philosophy issues, through rigorous Theoretical, Modeling, Engineering or Behavioral studies in order to explore, describe, explain, predict, design, control, evaluate, interpret, intervene and/or develop organizational systems where Information Systems are the main objects of study and the Systems Approach ?any variant- is the main research methodology and philosophical stance used. **This journal is an official publication of the Information Resources Management Association (** http://www.igi-global.com/ijitsa* http://www.igi-global.com/ijitsa*), and it is semi annually published (both in print and electronic form).*

Editors-in-Chief: Frank Stowell, University of Portsmouth, UK Manuel Mora, Autonomous University of Aguascalientes, Mexico

International Journal of Information Technologies and the Systems Approach (IJITSA)* *http://www.igi-global.com/ijitsa