Using DEMO to Identify IT Services

Over the years, organizations have heavily invested in the growth and development of their Information Technology (IT) Infrastructure and their clients have become more demanding concerning the services they consume. Thus, IT Service Management (ITSM) has become increasingly important, focusing on the quality of the services and on the relationship with customers. One of the most important elements of ITSM is the Service Catalog, which describes in a formal document the available services provided by IT organizations. However, the task of accurately identifying these services is not easy and if not performed right, it can have serious consequences for organizations. This paper proposes a method based on the Design & Engineering Methodology for Organizations (DEMO) to identify IT services. We used the Design Science Research Methodology, the evaluation relied on the Moody & Shanks Framework and on the customers´ feedback about the identified services. This feedback revealed that the new services list was more preferred by the customers when compared with the previous services list.