ABSTRACT
In recent years, the development of intelligent solutions has challenged project teams to understand the complexity of interconnected systems. Through Digital Twin–based use cases, we share our findings on what it means to develop new innovative and intelligent services as we formalize tacit knowledge to improve decision-making. This chapter describes the innovation process for five smart service projects, their prototyping phases, and associated business models. The focus of the chapter is on complex product-service systems (PSSs), which consist of people, processes, and things. PSS are used every day (e.g., in smartphones), and consist of material products bundled with services. Some services are more visible than others, bearing in mind that there can be no (smart) products without a service of some kind. In projects where the boundaries are cross-functional and cross-organizational, this increases the challenge in designing, managing, and continuously improving such systems. Service systems are challenging because working solutions are usually in a complex environment. A single perspective is often not sufficient as there is usually a crossover between different disciplines, making effective communication difficult. This chapter is therefore not aimed at a specific audience, but at a diverse audience from business, IT, and other fields.
