Track: Service Systems and Management
Abstract
This research looks into the complexity involved in designing, implementing and managing viable Information Technology (IT) service systems for the South African economy where the fourth industrial revolution is introducing unprecedented market and technological dynamics. The research uses the viable system model to provide an iterative systematic process to service system design tackling both service delivery and service co-creation complexities. Having identified and discussed various existing service system design models available in literature and industry to date, this research identifies the residual complexities these models present. The viable system model is used for developing an approach that designs for the identified residual complexities existing in present IT service systems in South Africa. The research work is currently in progress and therefore this paper serves as a research concept.