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Assurance is an essential condition for trust in a collaborative ICT-enabled service business. Insufficient assurance can cause organizational vulnerability, inefficiency and major loss of business revenues. Especially complex and extensive composite ICT-enabled services are confronted with a major increase of business- and discontinuity risks. To mitigate these risks, this paper presents a conceptual solution for assurance and governance in ICT-enabled service chains, by designing an assurance framework based on business strategy, the management of risk-control obligations and the control and audit of the service chain. After presenting the design of the new assurance framework, the business implications are explained. In this context, the feasibility and relevance of the framework are validated at two large public companies in The Netherlands. The paper shows that a new assurance and governance approach for ICT-enabled service chains is required in practice and theory, where assurance can be obtained via the conceptual assurance framework for ICT-enabled service chains.

Assurance in Collaborative ICT-enabled Service Chains