Enterprise Service Management between IT Organization and IT Architecture Thinking: A Clarifying Literature Review

Daria Goscinska; Till J. Winkler

Enterprise Service Management between IT Organization and IT Architecture Thinking: A Clarifying Literature Review

Daria Goscinska, Till J. Winkler

Department of Digitalization

University of Hagen

Research output: Chapter in Book/Report/Conference proceeding › Article in proceedings › Research › peer-review

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Abstract

Given the dispersed nature of the term Enterprise Service Management (ESM) across different research fields and the heterogeneous understanding of ESM even within single fields, the purpose of this literature review is to sharpen concept clarity of ESM for future research. We address the research question on how we can synthesize existing knowledge on ESM and clarify the term. Our systematic literature review finds that ESM appears mainly in two research fields: the customer and process-centric ESM related to the IT organization thinking and system-centric ESM related to IT architecture thinking. Our contribution is a unifying definition of ESM: ESM is an approach that aims at transforming and managing organizational workflows as services, which can be used by internal or external customers to fulfill business or IT requests. ESM is created as an interplay of an open yet interconnected enterprise organization, a component-based architecture of services, and support of technology independent standardization tools.

Original language	English
Title of host publication	Joint Proceedings of the BIR 2022 Workshops and Doctoral Consortium co-located with 21st International Conference on Perspectives in Business Informatics Research (BIR 2022)
Editors	Hasan Koç, Janis Stirna, Kurt Sandkuhl, Ulf Seigerroth, Mārīte Kirikova, Peter Forbrig, Charles Møller, Anne Gutschmidt, Björn Johansson
Number of pages	12
Place of Publication	Aachen
Publisher	CEUR
Publication date	2022
Pages	44-55
Publication status	Published - 2022
Event	21st International Conference on Perspectives in Business Informatics Research. BIR 2022 - Institute of Computer Science, Rostock, Germany Duration: 20 Sept 2022 → 23 Sept 2022 Conference number: 21 https://bir2022.informatik.uni-rostock.de/

Conference

Conference	21st International Conference on Perspectives in Business Informatics Research. BIR 2022
Number	21
Location	Institute of Computer Science
Country/Territory	Germany
City	Rostock
Period	20/09/2022 → 23/09/2022
Internet address	https://bir2022.informatik.uni-rostock.de/

Series	CEUR Workshop Proceedings
Volume	3223
ISSN	1613-0073

Keywords

Enterprise service management
IT service management
IT organization
IT architecture
Structured literature review

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Goscinska, D., & Winkler, T. J. (2022). Enterprise Service Management between IT Organization and IT Architecture Thinking: A Clarifying Literature Review. In H. Koç, J. Stirna, K. Sandkuhl, U. Seigerroth, M. Kirikova, P. Forbrig, C. Møller, A. Gutschmidt, & B. Johansson (Eds.), Joint Proceedings of the BIR 2022 Workshops and Doctoral Consortium co-located with 21st International Conference on Perspectives in Business Informatics Research (BIR 2022) (pp. 44-55). CEUR. http://ceur-ws.org/Vol-3223/paper5.pdf

Goscinska, Daria ; Winkler, Till J. / Enterprise Service Management between IT Organization and IT Architecture Thinking : A Clarifying Literature Review. Joint Proceedings of the BIR 2022 Workshops and Doctoral Consortium co-located with 21st International Conference on Perspectives in Business Informatics Research (BIR 2022). editor / Hasan Koç ; Janis Stirna ; Kurt Sandkuhl ; Ulf Seigerroth ; Mārīte Kirikova ; Peter Forbrig ; Charles Møller ; Anne Gutschmidt ; Björn Johansson. Aachen : CEUR, 2022. pp. 44-55 (CEUR Workshop Proceedings, Vol. 3223).

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abstract = "Given the dispersed nature of the term Enterprise Service Management (ESM) across different research fields and the heterogeneous understanding of ESM even within single fields, the purpose of this literature review is to sharpen concept clarity of ESM for future research. We address the research question on how we can synthesize existing knowledge on ESM and clarify the term. Our systematic literature review finds that ESM appears mainly in two research fields: the customer and process-centric ESM related to the IT organization thinking and system-centric ESM related to IT architecture thinking. Our contribution is a unifying definition of ESM: ESM is an approach that aims at transforming and managing organizational workflows as services, which can be used by internal or external customers to fulfill business or IT requests. ESM is created as an interplay of an open yet interconnected enterprise organization, a component-based architecture of services, and support of technology independent standardization tools.",

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booktitle = "Joint Proceedings of the BIR 2022 Workshops and Doctoral Consortium co-located with 21st International Conference on Perspectives in Business Informatics Research (BIR 2022)",

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note = "21st International Conference on Perspectives in Business Informatics Research. BIR 2022, BIR2022 ; Conference date: 20-09-2022 Through 23-09-2022",

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Goscinska, D & Winkler, TJ 2022, Enterprise Service Management between IT Organization and IT Architecture Thinking: A Clarifying Literature Review. in H Koç, J Stirna, K Sandkuhl, U Seigerroth, M Kirikova, P Forbrig, C Møller, A Gutschmidt & B Johansson (eds), Joint Proceedings of the BIR 2022 Workshops and Doctoral Consortium co-located with 21st International Conference on Perspectives in Business Informatics Research (BIR 2022). CEUR, Aachen, CEUR Workshop Proceedings, vol. 3223, pp. 44-55, 21st International Conference on Perspectives in Business Informatics Research. BIR 2022, Rostock, Mecklenburg-Vorpommern, Germany, 20/09/2022. <http://ceur-ws.org/Vol-3223/paper5.pdf>

Enterprise Service Management between IT Organization and IT Architecture Thinking: A Clarifying Literature Review. / Goscinska, Daria; Winkler, Till J.
Joint Proceedings of the BIR 2022 Workshops and Doctoral Consortium co-located with 21st International Conference on Perspectives in Business Informatics Research (BIR 2022). ed. / Hasan Koç; Janis Stirna; Kurt Sandkuhl; Ulf Seigerroth; Mārīte Kirikova; Peter Forbrig; Charles Møller; Anne Gutschmidt; Björn Johansson. Aachen: CEUR, 2022. p. 44-55 (CEUR Workshop Proceedings, Vol. 3223).

Research output: Chapter in Book/Report/Conference proceeding › Article in proceedings › Research › peer-review

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T1 - Enterprise Service Management between IT Organization and IT Architecture Thinking

T2 - 21st International Conference on Perspectives in Business Informatics Research. BIR 2022

AU - Goscinska, Daria

AU - Winkler, Till J.

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AB - Given the dispersed nature of the term Enterprise Service Management (ESM) across different research fields and the heterogeneous understanding of ESM even within single fields, the purpose of this literature review is to sharpen concept clarity of ESM for future research. We address the research question on how we can synthesize existing knowledge on ESM and clarify the term. Our systematic literature review finds that ESM appears mainly in two research fields: the customer and process-centric ESM related to the IT organization thinking and system-centric ESM related to IT architecture thinking. Our contribution is a unifying definition of ESM: ESM is an approach that aims at transforming and managing organizational workflows as services, which can be used by internal or external customers to fulfill business or IT requests. ESM is created as an interplay of an open yet interconnected enterprise organization, a component-based architecture of services, and support of technology independent standardization tools.

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PB - CEUR

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Goscinska D, Winkler TJ. Enterprise Service Management between IT Organization and IT Architecture Thinking: A Clarifying Literature Review. In Koç H, Stirna J, Sandkuhl K, Seigerroth U, Kirikova M, Forbrig P, Møller C, Gutschmidt A, Johansson B, editors, Joint Proceedings of the BIR 2022 Workshops and Doctoral Consortium co-located with 21st International Conference on Perspectives in Business Informatics Research (BIR 2022). Aachen: CEUR. 2022. p. 44-55. (CEUR Workshop Proceedings, Vol. 3223).