International Society for Professional Innovation Management – Florence 2019


Development Process for Smart Service Strategies – Grasping the Potentials of Digitalization for Servitization


Christian Koldewey, Hans Heinrich Evers, Prof. Dr.-Ing. Roman Dumitrescu, Maximilian Frank, Prof. Dr.-Ing. Jürgen Gausemeier und Jannik Reinhold


Digitalization will significantly transform the product world of tomorrow. In conjunction with servitization, so-called smart services are gaining in importance. These are digital services that are based on the operational data of a product and aim to create added value. However, many companies have serious problems with the introduction of smart services. Although there is no shortage of promising business opportunities in the course of smart services, there is often a lack of concepts on how companies can open up these new business segments and ensure sustainable competitiveness. Our paper shows how smart service strategies can be developed following the five phases of our process model: 1) the strategic thrust is determined, 2) the smart service portfolio is planned, 3) business model archetypes shaping the business architecture for smart services are developed, 4) the smart service organization is planned, 5) the results are merged into the smart service strategy.