Exploring Accidental Digital Servitization in an Industrial Context.

Recent advances in the Industrial Internet of Things (IIoT) and ‘Smart Products’ within manufacturing industries have promoted a shift to service-related offerings [1], often inadvertently and without the prerequisite foundations in place, in terms of operating models, impact upon revenue streams, and business strategy. This paper endeavors to investigate this by reviewing three distinct examples of ‘smart innovations’ for medium-sized industrial businesses and considers the impact upon the business when a service becomes ‘smart.’ We further review the impact and suggest mitigation approaches relevant to Servitization, and the key factors to enable a more effective digital transformation. Findings indicate that ‘Accidental Servitization’ can occur within industrial firms, irrespective of their digital experience. Also, that these firms need to ensure an underpinning organizational change is established to support new, disruptive business.