From business case to value case - Assessing the organizational value of it investments

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Frisk, Jane
Business services. Services scenarios. Activity systems. Interaction. Co-creation.
article description
The paper presents and discusses the notion of service scenarios. A service is work done by a serviceexecutor in interaction with a service consumer. A service scenario is a model of a service system andthe roles that are played by the actors that participate and interact during the execution of a service.The model represents the roles and the interactions between the participants. Service scenarios can beused to model specific services and the roles played by human beings and IT systems in the executionof services. The use of service scenarios is demonstrated by means of a case study in a public library.The case study indicates that service systems should be understood as socio-technical systems inwhich service executors and service consumers co-create value in mutual interaction with each otherand with a set of shared resources.