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[...]... organisation 1.2 Mobile Services Systems In mobile service systems, all the components, such as handsets, content, applications, networks, user interfaces, and involved organisations, such as 3 Designing Mobile Service Systems operators, content providers, service providers, have to work together to provide a mobile service to the users that adds value If we combine the definitions on systems and services,... the service system This usage of the service is part of the service concept, enabled by a good technical architecture, and offered by a good organisational network The design process of the mobile service system can start at any of these three aspects The service system might be developed based on an 11 Designing Mobile Service Systems idea for a new service concept that adds value to users The service. .. this chapter we introduce a Service Systems Framework and the characteristics of mobile service systems The three main aspects of this framework will be discussed in more detail in 8 1 Introduction the next three chapters Sections 1.6 and 1.7 will show two design examples of service systems designed by our M.Sc students, to illustrate the service systems framework Service systems design is an extremely... shows an interesting link between the two fields; that service systems are usually built on top of sets of existing information systems that are already in place in organisations involved in the service delivery The challenge of designing mobile information service systems is a combination of the design of service systems and the design of information systems in an inter-organisational setting During this... add the mobile component, the following definition for mobile service systems is derived: A mobile service system is a group of components that work together for delivering a coherent set of activities of intangible nature that provide added value for a mobile user using a mobile network This book looks especially at the challenges that organisations face when developing mobile, IT-based service systems. .. and service employees and/or physical resources or goods and/or systems of the service provider, which are provided as solutions to customer problems” (Grönroos, 2001) The main 1 Designing Mobile Service Systems two keywords that characterise every service definition are: transaction and intangible Services are not only seen in an inter-organisational setting, such as business to consumer (b2c) services... aspects of the service framework: service concept, technical architecture and organisational network To prepare for this more in-depth discussion, we will discuss the typical characteristics of mobile service systems in the next section 1.5 Mobile services systems characteristics A service system is aimed at providing added value for its users This added value is realised when users can use the service system,... systems, and as such the service systems engineering field can learn much from the distributed or inter-organisational information systems field when designing services systems, as we will see in chapter 5 There are, however, 10 1 Introduction also several differences Where information systems are usually aimed at realising the (support for) operational processes, the service system starts with a service. .. difficult domains for service design 1.4 Service Systems Framework An ICT based mobile service system is part of a larger system Systems are mostly associated with components, the relations between them and the purpose for which they are made The purpose we are interested in in this book is to produce a service for end-users We want to engineer, i.e to design, make and maintain service systems In this chapter... (e.g a banking service using a mobile phone), business to business (b2b) services (e.g a logistics service to organise the on time transport of goods between two places), and business to government (b2g) services (e.g a service of the tax authorities to allow companies to file their tax statements electronically), but also as services within organisations Examples of such services are services from . organisation. 1.2 Mobile Services Systems In mobile service systems, all the components, such as handsets, content, applications, networks, user interfaces, and involved organisations, such as Designing Mobile. overcome when designing mobile service systems are excellent examples for service systems design. Also, we believe that ser- vices will become ubiquitous and therefore the distinction between services. combine the definitions on systems and services, and add the mobile component, the following definition for mobile service systems is derived: A mobile service system is a group of components