A framework for Service Innovation Capability Maturity Model

This paper proposes the Service Innovation Capability Maturity Model (SICMM), which was designed to assist organizations comprehensively implement service innovations in a variety of domains. The model is composed of an Innovation Process Model and a New Service Development Process Model, which are sustained by a Supportive Process Group and an Administrative Process Group. A case study is herein described to demonstrate the two process models. Two representations and corresponding process areas (PA) are also included for improving the service innovation capability of an organization. SICMM is intended to provide standard procedures for improving and benchmarking service innovation capabilities of organizations. Organizations also can adapt the process models in SICMM to accomplish their goals.