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SIG SVC 2013 Workshop


SIG SVC 2013 Workshop

Workshop Theme:
Delivering and Managing Services in “Systems of Service Systems”

Sunday, December 15, 2013, 8:30-5:00 PM
Milano, Italy

Download the Call for Papers here (pdf)


Download the Proceedings here (pdf)


The world as we know it today is characterized by complicated, sometimes complex social-technical service systems which surround us at every moment. We are integrated in communication networks, computer-mediated social networks, integrated billing and payment system, multi-modal transport systems, smart power grids and many more systems and infrastructures, which aim at effortless support of our modern life. The same interlaced network of integrated service systems can be found in commercial environments, where enterprise resource planning systems, supply chain management system, financial transaction systems and many more have to work together in an interactive, automated or semi-automated way. These systems have grown over several decades now, but they are dynamic and constantly changing. Maturing systems are decommissioned, new systems are added, older systems are revitalized, additional functionalities are added to existing systems; all of which has created a compli­cated network of heterogeneous “service system of service systems” of different age, quality, reliability, and performance, which may develop their own dynamics.

In a technology-driven society, such an environment is becoming more complex as existing service systems are increasingly interconnected. While individuals are paying with their smart phones, watching Internet-TV, or calling friends via voice-over-IP, companies use integrated service systems for business intelligence or orchestrate complicated service sourcing networks with their vendors. Thus, understanding “service systems of service systems” is becoming increasingly crucial for prudent management of emerging service systems risks. Since new, interconnected service systems have been introduced at an amazing rate in the last decade, society somewhat diverted attention away from evaluating and assessing the resulting impact on service systems stability. In recent years, organizations implemented service-oriented architectures (SOA) and Web 2.0 services (such as SOAP, REST, or AJAX) to facilitate end users to create and customize situational service applications which allow to co-create innovative services. ‘Situational’ in this regard stands for ‘created on demand’ or ‘contextually customized’ to address immediate needs. In so doing, organizations bring the service-oriented SOA-concept to the employees. This democratization of service creation generates innovation potential but increases the need for a more holistic perspective for planning, management, and orchestration of service systems of service systems.

While we have accepted and enjoyed the advents of interconnected information systems, we have not rigorously enough asked ourselves if we have answers to solve the accompanying spill-over or second-order effects or more unwelcome consequences. What can fail in service systems of service systems? Can we measure and predict the likelihood that service systems failure will take place? How can we deal with the consequences and impact such a failure will have on individual, organizational and social well­being? Why is it so difficult to manage service systems of service systems and what need to be done to improve it? Is there a way to predict the impact of today’s service system adoption decisions on future digital options?

The Special Interest Group on Services (SIG SERV) will again host a pre-ICIS workshop for IS research­ers interested in information systems and service science. You are invited to contribute research-in-progress (7 pages) and full research papers (14 pages) to the workshop according to the following dead­lines:


Key Dates for SIGSVC Workshop

  • Submissions due to Easy Chair before September 2nd, 2013
  • Author notification: October 15th, 2013
  • Camera ready papers due: November 15th, 2013
  • Social event / Dinner: December 14th, 2013
  • Workshop: December 15th , 2013


This year’s Workshop will make awards for the best workshop paper, the best reviewer, and for the best theme paper. While papers adhering to the theme are encouraged, research in other service science domains will also be considered. Potential topics areas include (but are not exclusive to):

  • Theories, challenges and impacts of service-orientation
  • Digital innovation in information services (data centers, e-publishing, social media)
  • Services innovation & management
  • User driven innovation in services
  • Servitizing and managing servitized IT organizations
  • Service ecosystems, service architecture, service modularity
  • Services governance and organizational transformation, measurement, and service offshoring
  • Alignment of IT services, IT organizations and business impacts and value
  • Service business models: issues of excellence and productivity
  • Commoditization of hardware, software, business processes (e.g. out-tasking, ITIL, SCORE)
  • Customer Integration in service design, delivery and operation
  • Risk management or legal aspects of services
  • Service design and engineering approaches, methods and practices
  • Service systems, components, platforms, technologies, security, and architectures
  • Service provisioning, Cloud services
  • Theories and approaches for integrating and/or sourcing services computing and automated BPM
  • Theories and approaches to services design & engineering and modeling & simulation
  • Service typologies and their implications for management, IT support and IT-based innovation
  • Pedagogy and teaching of services-related topics
  • Other services-related topics


Keynote Speaker
Prof. John Leslie King, University of Michigan

Workshop Organizing Committee
General Chair: Roman Beck (Germany)
Local Organizing Chair: Ada Scupola (Denmark)


Workshop Program Committee

Steven Alter (US)

Michael Goul (US)

Fu-ren Lin (TW)

Virpi Tuunainen (FI)

John Beachboard (US)

Bill Hefley (US)

Manuel Mora (MX)

Fons Wijnhoven (NL)

Rob Benyon (ZA)

Christian Janiesch (DE)

Akiko Orita (JP)

Tilo Böhmann (DE)

Paul Kontogiorgis (US)

Mary Tate (NZ)

Sue Conger (US)

Stephen Kwan (US)

Tuure Tuunanen (FI)


  • Registration with ICIS registration:
  • Early registration (before November 1st): 130 USD
  • Late registration (after November 1st): 150 USD
  • Student registration: 110 USD
  • No social event (optional): minus 40 USD

Registration fees include a membership of the SIG SVC for the year 2014 (10 USD).
One cannot register without the SIG SVC 2014 membership registration.

Submission Instructions
Send your paper as an attachment in AIS Sprouts-format ( to before September 2nd, 2013. We invite completed research papers which must not exceed fourteen (14) single-spaced pages. The 14 pages must include all text, figures, tables, and appendices. The cover page, abstract, keywords, and references are excluded from this page count. Research-in-progress papers must not exceed 7 single-spaced pages and must include all text, figures, tables, and appendices. The cover page, abstract, keywords, and references are excluded from this page count. Both should include an abstract of up to 250 words. For panel proposals, please send in a one page proposal with at least 5 persons from different institutions stating the objective, importance, expected outcomes, key statements (per participant), and proposed way of getting the workshop participants involved.

Proceedings & Journal Fast-Tracking
The accepted papers will be published in the AIS Sprouts working paper series after the workshop. Selected full research papers will also be invited for submission to JITTA: Journal of Information Technology Theory and Application ( as full research papers.

Student Paper Competition
The best papers of PhD Students will be nominated for the best students paper award. The award is established by the “International Society of Service Innovation Professionals” and the AIS SIGSVC (Special Interest Group on Services).

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