Olivier Hayard

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Since its inception Service Science has created a substantial body of knowledge about services and their provision. Most notably, the concept of Service System was defined in order to describe the co-creation of value by the service provider and customer. We introduce the concept of Appreciative System defined by Vickers in the study of the way individuals(More)
In this paper we describe a long-term effort to raise the awareness of IT practitioners in the Swiss French region to the value of ethnographic observation techniques for requirements elicitation. This effort brought together academia and industry. Several awareness raising sessions were designed and delivered to IT practitioners in industry events. We used(More)
The vision brought forth by Michael Hammer in the late 1980s was to save struggling American companies by getting them to focus on the creation of value for clients by reorganizing their operations and structure around the use of IT systems. This was the Business Process Reengineering (BPR) movement. It spawned most if not all the business process work(More)
Business modeling methods most often model an organization's value provision to its customers followed by the necessary activities and structure to deliver this value. These activities and structure are seen as infinitely malleable; they can be specified and engineered at will. This is hardly in line with what even laymen can observe of organizations, that(More)
IT service requirements offer a seemingly classic Requirements Engineering (RE) problem. But, when attempting to solve it with RE methods, we are faced with difficulties. RE methods encourage us to identify the functional and non-functional requirements of a service. Industrial service-management frameworks, however, use a different vocabulary. ITIL, one of(More)
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