Information Systems for the Governance of Compliant Service Systems

The traditional role of an Information System (IS) is to support operation and management within an organization. In the presentation, we will discuss the specific role that IS can also play to support the management aspects related to the governance of an organization regarding its compliance to norms and regulations. In the new service economy, governance issues are no longer limited to a single organization but should be extended at the level of service value networks, i.e. service systems. In such systems, one of the challenges is for each organization to demonstrate its compliance in a transparent way. In this paper, we discuss how to organize a global governance framework and we illustrate its use in the IT service management. On the basis of some research on TIPA, a process reference model making possible to objectively measure the quality of delivered IT services, we illustrate how IS and Enterprise Architecture can effectively support the deployment of such global governance model.