Self-Service Consulting: Conceiving customer-operated digital IT consulting services

One of the major potentials of digitization is scalability. The most prominent examples like Amazon, Dropbox or Uber show that this is one of the key success requirements. In human-centric industries like IT consulting, this is limiting their usage of digitization and therefore their growth. In this paper, we conceive an approach how to realize scalable IT consulting by replacing the consultant by the customer. This is done by assisting and guiding the customer using a digital service. We call this service “self-service consulting”. Finally, we also describe a prototypical implementation that acts as our proof-of-concept.