IT Service Value Creation in a Global Environment

Abstract

The design and delivery of IT services is increasingly a global endeavor. Organizations of all types are engaging in global activities enabled by IT services. To meet the needs of global stakeholders and remain competitive in global markets, it is important for the IT services that support global business processes to consistently provide value that meets or exceeds customer expectations. However, little guidance is found in the academic or practitioner literature regarding how to create IT service value in a global context. Drawing from the organization science and service science literature domains, and using an analytical conceptual research methodology, this research develops a Global IT Service Value Creation (GITSVC) Framework and Process Model to address this gap in the literature. The GITSVC Framework and Process Model are tools that can be used to guide practice and future research. Implications and recommendations for theory and practice are discussed.

KEYWORDS:

• Global IT Service Value Creation (GITSVC)
• IT Service Management
• Value Chain
• GITSVC Framework
• GITSVC Process Model

Additional information

Notes on contributors

Pamela E. Carter

Pamela E. Carter is an Associate Professor in the School of Business and Economics at North Carolina A&T State University. She received her PhD from Florida State University. Her research interests include IT Service Management, IT Workforce Issues, Health Information Management, and the Diffusion of Complex Technologies. Dr. Carter's work has been published or is forthcoming in MIS Quarterly, International Journal of e-Collaboration, Journal of Organizational and End User Computing, and Communications of the ACM.