ASPEN 2012 - The Second International Workshop on Advances in IT‐Service Process Engineering

Due to a steadily increasing market for IT-services, especially service providers need to set apart from their competitors in order to successfully assert with their IT-service offerings in the market. Besides classical selling propositions such as price, customer proximity or product quality, the quality of providing complete and flexible IT-service processes is becoming a key differentiator from the competition. This is motivated by the fact that a basic thing that matters to the customer is the usage of IT-services based on agreed typical key performance indicators. Furthermore the provisioning of IT-services is increasingly based on the modularization of whole IT-service processes as it might offer certain potential for reducing costs and enhancing service quality at the same time. Hidden from customers to a certain extent service providers have to establish methods and procedures in order to design and manage IT-service processes concerning respective quality aspects. Moreover service providers start considering social, economical and ecological (green) aspects if designing IT-service processes, with the goal to leverage IT-Sustainability and Due Diligence.

In this context the awareness of responsible stakeholders increases, as the success of intra- and inter-organizational implemented IT-services is not only based on the sourced Hard- and Software but also on the processes and organizational structures. Executing business processes efficiently is scarcely possible without the use of highly standardized IT-service processes. At the same time ITservice processes have to be designed and managed in such a modular way that they can easily be adapted to the customers’ needs. Therefore a balance between business-driven needs and consistent lifecycle management of IT-services and respective processes is required. All topics suggested by the workshop can be discussed in terms of concepts, state of the art, research, standards, implementations, running experiments, applications, industrial case studies, best practices as well as future trends and needs related to all aspects of IT-Service process engineering.

We solicit both academic, research, and industrial contributions. We welcome technical papers presenting research and practical results, position papers addressing the pros and cons of specific proposals, such as those being discussed in the standard fora or in industry consortia, survey papers addressing the key problems and solutions on any of the above topics short papers on work in progress, and panel proposals.

Industrial presentations are not subject to the format and content constraints of regular submissions. We expect short and long presentations that express industrial position and status.

Tutorials on specific related topics and panels on challenging areas are encouraged.

The topics suggested by the conference can be discussed in term of concepts, state of the art, research, standards, implementations, running experiments, applications, and industrial case studies. Authors are invited to submit complete unpublished papers, which are not under review in any other conference or journal in the following, but not limited to, topic areas.

All topics and submission formats are open to both research and industry contributions.

IT-Service Engineering and Analysis Methodology
IT-Service Process Innovation
IT-Service Lifecycles and Continual Service Improvement
IT-Service Process Design, Transition and Operation
IT-Service Process Sourcing
IT-Service Processes (Adaptive, Distributed, Cloud-based, Event-driven)
IT-Service Process Documentation Methodology
Quality and Performance Indicator-based Monitoring
Business-Impact of IT-Service Process Quality
Quality Prediction for IT-Service Processes
Modeling Approaches for IT-Service Processes
Business-Driven IT-Service Management
Sustainable Service-Level Management for complex IT-Service Processes
Green IT-Service Processes
Green Balanced Performance Measurement Systems for IT-Service Management
Interdisciplinary (Social) Engineering Approaches
Framework-Usability ITIL, ISO/IEC 20000, etc.