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Customization of IT services: A case study within the area of software asset management services
KTH, School of Industrial Engineering and Management (ITM), Industrial Economics and Management (Dept.), Industrial Management.
KTH, School of Industrial Engineering and Management (ITM), Industrial Economics and Management (Dept.), Industrial Management.
2013 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

The problem area investigated in this thesis is customization of IT services. Both customization and standardization of IT services is challenging for IT organizations since customer demand many times is specific and individual (Brocke, Uebernickel, and Brenner, 2010). Modern IT organizations are experiencing increasing pressure towards orientating their service portfolios after specific consumer’s business processes. Therefore, customization of IT services is an up-to-date and interesting topic to investigate.

The problem area has been addressed through a case study of an IT organization offering professional IT services to external organizations. The case study has focused on examining the degree of customization requirements from the targeted market. Findings from the market analysis have been considered when studying customization possibilities of the current IT service product of the IT organization. The main results show that IT services may be customized by dividing the service product into a core service and associated services. Offering a service product without the division between core and associated services makes it hard to meet the variations in demands from customers in different market segments. The studied IT service product will be easier to customize to various demands with this division.

The case study conducted within this thesis show that not all IT organizations offering professional IT sereices have the clear division between core services and associate services, as discussed by Nieminen and Auer (1998) and Brocke, Uebernickel, and Brenner (2010) in literature. In general, this division seems to be advisable for professional IT service


Place, publisher, year, edition, pages
2013. , 45 p.
Keyword [en]
Customization of IT services, Professional services, Service product, IT
National Category
Economics and Business
URN: urn:nbn:se:kth:diva-142459OAI: diva2:702975
Available from: 2014-04-22 Created: 2014-03-05 Last updated: 2015-03-31Bibliographically approved

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