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Handbook on Business Process Management 2 pp 267–284Cite as

The Service Portfolio of a BPM Center of Excellence

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Part of the book series: International Handbooks on Information Systems ((INFOSYS))

Abstract

A key concept for the centralized provision of Business Process Management (BPM) is the Center of Excellence (CoE). 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 BPM 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 fifteen 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 further training or BPM communication and marketing. A public sector case study provides further insights into how this approach has been used in practice. Empirical evidence from a survey with 15 organizations confirms the coverage of this set of BPM services and shows typical profiles for such BPM Centers of Excellence.

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Author information

Authors and Affiliations

  1. Queensland University of Technology, Brisbane, QLD, Australia

    Michael Rosemann

Authors
  1. Michael Rosemann
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Correspondence to Michael Rosemann .

Editor information

Editors and Affiliations

  1. Inst. Wirtschaftsinformatik, Hochschule Liechtenstein, Fürst-Franz-Josef-Str. 21, Vaduz, 9490, Liechtenstein

    Jan vom Brocke

  2. , Business Process Management Group, Queensland University of Technology, George Street 2, Brisbane, 4000, Queensland, Australia

    Michael Rosemann

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Rosemann, M. (2010). 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/10.1007/978-3-642-01982-1_13

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