Impact and limitations of modular service platforms: The case of IT services

In this paper we show the impact and limitations of modular service platforms based on two action research studies with IT service providers. The projects used the Information Systems Modularization and Standardization (IS-MOST) method. The resulting modular platfonn enables providers to match the required scope of services of individual solutions from a set of defined modules. The modular platform can also facilitate a gap analysis of missing services as well as a systematic process of change management. The action research projects, however, also expose the limitations caused by, the heterogeneity of custom systems and quality objectives that a provider needs to match. Service providers thus need to complement modularization with measures aimed at managing or reducing the heterogeneity of custom systems and service objectives.