Inducing Service Innovations through the Governance of IT-enabled Projects

Dieter De Smet, Anne-Laure Mention


This article reports on the development of a toolbox to support managers during the governance of IT-enabled projects to realize service innovations. The toolbox is based on the integration of the balanced scorecard and the Val IT framework. This action research was done through an in-depth case study, composed of several semi-structured interviews and documentary reviews. The toolbox allows the focus on intangible aspects and multidimensional aspects of service innovations and not only on the financial elements for new service innovation projects in financial services companies. The existence of sensitivity bias cannot be ruled out due to the amount of confidential information disclosed about internal practices. Similarly, the inputs and results from the interviews and documentary reviews may be affected by an error bias. Our framework and developed toolbox assist the managers during the selection of projects and ensure that they consider the multidisciplinarity of service innovations. To the best of our knowledge, this toolbox provides support to decision-makers active in the selection and governance of projects and fills a gap within the existing set of tools and methods. This supports the value creation processes of a company and provides a tested methodology.

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