Agile Process for Integrated Service Delivery (APISD)

Agile Process for Integrated Service Delivery (APISD)

Shammi, M.

Overbeek, S.J. (mentor)

Technology, Policy and Management

Management of Technology

Information and Communication Technology

2011-08-17

As companies have increasingly become dependent on IT to interact with clients, the issue of business agility has become one of IT agility. Companies look for agility in their business for flexibility and adaptation with respect to changing environments. They seek to make use of the market competencies and deliver customer-centric services to gain the competitive advantage by providing a one-stop mall where customers can experience several kinds of integrated services. With the opportunity of Integrated Service Delivery (ISD), companies can support clients in an integrated environment possibly reducing cost and time. Doing so, service providers face a number of challenges related to organizational integration, resistance towards change and being customer-centric. With a structured process, collaboration and coordination of activities in ISD can be efficient, reducing the complexities in those challenges. Research has shown adoption of Agile methodologies has reduced complexities in software development and focused on collaboration and coordination to achieve performance gain. Therefore, in this case, adopting Agile management principles will be highly beneficial in ISD. To the best of our knowledge there has not been research on how to manage the service lifecycle of ISD in a holistic view and focus on the collaboration of parties involved in the process and coordination of activities, by working in an Agile approach. Therefore, the main research question of this research is: "How can Agile management and service development principles be incorporated together for effective collaboration between parties and coordination of activities in Integrated Service Delivery?" Following a design science research methodology and case study research, this research was conducted to develop a conceptual process model, namely Agile Process for Integrated Service Delivery (APISD), which was evaluated by three cases conducted in three organizations. From the case study findings, the APISD model was enhanced. Furthermore, an illustration of APISD was given to materialize the model in practice.

Agile Methodology
Integrated Service Delivery
Scrum
Process

http://resolver.tudelft.nl/uuid:a3eab3e2-29c3-4d19-8208-6f12a7111d8c

Student theses

master thesis

(c) 2011 Shammi, M.