||This study introduces the concept of service science, which transforms business process operations into service processes between internal customers and departments. Herein, we propose a conceptual information system and build an Enterprise Service Desk System (ESDS) based on existing information technology, i.e., the Business Processes Management System (BPMS) platform. Moreover, we develop common components and processes for reuse. This enables department managers to manage their services more effectively and provide better services to internal customers using this platform. |
The ESDS was designed with the four views proposed in the Open-Systems View of service operations. These views include Service Operations Manager, Service Process, Service Evaluation, and Service Package. The ESDS was developed based on implementation solutions that resulted from identifying potential improvement fail-points in the company’s three departments. After the project went live, interviews with managers and BPMS designers were conducted to assess the expected efficiency, the ability to improve service management, and the project development efficiency from the viewpoint of the developer.
The main findings of this study are as follows:
1.The results provide a conceptual information system regarding service management with a perspective of internal customer service and its implementation.
2.The ESDS meets managers' needs, as well as the expected efficiency, and can improve service management.
3.The ESDS meets BPMS developers’ needs, especially the service process of the departments.
4.Implementing ESDS based on BPMS is indeed feasible.
5.The ESDS designed with the four views in Open-Systems View of service operations can indeed be implemented.
6.The ESDS can play a major role in the IT department to assist service departments to plan and improve their service processes. In addition, it can be a platform for providing a centralized management tool and widening the scope of service.