Managing ICT based service innovation projects

Abstract

Service innovation projects in which novelty is based on introduction of modern ICT usually imply cooperation between multiple parties and organizations. Recognizing the specific features of service innovation projects, this paper presents the results of case study research of four innovation projects conducted in Serbia. The features and duration of projects' phases were compared and analyzed. Simultaneity in implementation of the same phases has been found in all cases. Regarding management, defining user requirements and translating them into project requirements have been found as the most critical phases. It was confirmed that in case of innovation projects, managers' focus was on interactions and networking, with a significant degree of freedom and creativity.

Keywords

• new service development
• innovation project
• information and communications