A complexity management model for industrial services

Purpose - The purpose of the paper is to analyse the relevance of the complexity management and its strategies under the aspects of IT service management and automation in case of the service delivery. Methodology/approach - Generic complexity organization modules of every company are evaluated in terms of different complexity strategies. Through interviews the relationships and effects of the different strategies of IT automation and management of complexity are brought together. Findings - The result is a complex management decision model, which brings together various disciplines of service management. Research limitations/implications - The current state of literature on complexity evaluation is used as a basis for the study. It would be useful to extend the application of the model, by increasing the respondents and other target groups, in the business world in order to increase the validity of the results. Practical implications - The decision model allows an application in high-volume projects, e.g. Outsourcing transformations projects, in which new services have to be designed and a lot of uncertainties in the framework to deal with. Originality/value - The added value of the decision model is the avoidance of project risks, increasing customer satisfaction by increasing the transparency of the complexity of the customer interface and ultimately avoid financial losses to the service provisioning.