Abstract
Centers of BPM Excellence (CoE) are a popular organizational setup for the centralized provision of Business Process Management. Organizations establish a CoE (aka BPM Support Office) as their BPM maturity increases in order to ensure a consistent and cost-effective way of offering Business Process Management services. The definition of the offerings of such a Center and the allocation of roles and responsibilities play an important role within BPM Governance. In order to plan the role of such a BPM CoE, this chapter proposes the productization of BPM leading to a set of 15 distinct BPM services. A portfolio management approach is suggested to position these services. The approach allows identifying specific normative strategies for each BPM service, such as process improvement, process training or process forensics. A public sector case study provides further insights into how this approach has been used in practice. Empirical evidence from a survey with 18 organizations confirms the coverage of this set of BPM services and shows typical profiles for such BPM Centers of Excellence.
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Rosemann, M. (2015). The Service Portfolio of a BPM Center of Excellence. In: vom Brocke, J., Rosemann, M. (eds) Handbook on Business Process Management 2. International Handbooks on Information Systems. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-45103-4_16
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DOI: https://doi.org/10.1007/978-3-642-45103-4_16
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