ICT functionalities in the servitization of manufacturing

The role of technology as enabler of servitization is recognised by many authors as essential. However, a unique approach to identify the best set of technologies that support this journey is still lagging behind. In such a context this paper introduces a discussion to understand the characteristics of ICT that enable the integration between service providers and customers, and are related to different levels of Product-Service offerings. The discussion is based upon the combination of two different models: the first one provides an interpretation of the servitization phenomenon, using a set of PS offering dimensions. The second presents the role of ICT functionalities in the servitization. An empirical case in the textile machinery industry is described and practical insights are then discussed.