Bakgrund: Trenden att tjänstefiera sin verksamhet har under de senaste åren blivit allt mer påtaglig. Idag härrör intäkter från tjänster en betydande del av omsättningen hos många företag. Däremot har det visat sig att det inte är helt enkelt att kombinera produkter och tjänster. Tidigare forskning har belyst denna problematik, dock inte lika tydligt inom just organisering. En förstudie till denna uppsats visar att många företag har svårt att organisera sig till att kunna kombinera sina produkter med ett utökat tjänsteutbud. Syfte: Syftet med studien är att ta reda på vilka organisatoriska utmaningar svenska tjänstefierade företag har stött på samt hur dessa kan hanteras. Genomförande: Studien är av kvalitativ karaktär med en abduktiv ansats. Studien är en enfallsstudie av fallet organisering inom kontexten tjänstefiering som har studerats med hjälp av tre företag verksamma i Sverige. På dessa företag har tre till fem personer blivit intervjuade i syfte att insamla data till den empiriska referensramen. Slutsats: En organisering som främjar försäljning av tjänster och lösningar kräver tvärfunktionella samarbeten och en styrning och koordinering från ledningen. Därutöver behöver tjänsteavdelningen i företag övertyga resterande delar av organisationen och ledningen om tjänsternas potential för att få hjälp att leverera dessa. Det tenderar att vara paradoxalt då hjälpen krävs för att kunna sälja kundcentrerade erbjudanden från första början. Med hjälp av diverse uppkopplade tjänster kan dock tjänsteavdelningen föra samman företagets produkter och tjänster och därmed lättare övertyga resterande delar av organisationen. / Background: The trend of servitization has become more obvious in recent years. Today, revenue from services is a significant part of the turnover of companies. On the other hand, it has been found that it is not completely easy to combine products and services. Previous research has confirmed this problem, however not as clear regarding the organization of the company. A pilot study to this one shows that many companies meet difficulties in organizing themselves to enable a combination of products with the expanded service offering. Aim: The aim of this study is to find out what organizational challenges Swedish servitized companies have encountered and how these can be handled. Completion: The study is of a qualitative nature with an abductive approach. The study is a single case study of the case organizing within the context of servitization, which has been observed through three companies operating in Sweden. In each company, three to five people has been interviewed for collecting data to the findings chapter. Conclusion: An organization that promotes sales of services and solutions requires cross-functional co-operations, control and coordination from top management. In addition, the service unit needs to convince the remaining parts of the organization and top management about the potential of the services to receive help to deliver these. It tends to be paradoxical, when the help initially is needed to sell customer-centered offers. With the help of various connected services, however, the service unit may link the company's products and services together and thus more easily convince the remaining parts of the organization.

With the recent boom in big data and the continuous need for innovation, Artificial Intelligence is carving out a bigger place in our society. Through its computer-based capabilities, it brings new possibilities to tackle many issues within organizations. It also raises new challenges about its use and limits. This thesis aims to provide a better understanding of the role of humans and Artificial Intelligence in the organizational decision making process. The research focuses on knowledge-intensive firms. The main research question that guides our study is the following one:   How can Artificial Intelligence re-design and develop the process of organizational decision making within knowledge-intensive firms?   We formulated three more detailed questions to guide us: (1) What are the roles of humans and Artificial Intelligence in the decision making process? (2) How can organizational design support the decision making process through the use of Artificial Intelligence? (3) How can Artificial Intelligence help to overcome the challenges experienced by decision makers within knowledge-intensive firms and what are the new challenges that arise from the use of Artificial Intelligence in the decision making process?   We adopted an interpretivist paradigm together with a qualitative study, as presented in section 3. We investigated our research topic within two big IT firms and two real estate startups that are using AI. We conducted six semi-structured interviews to enable us to gain better knowledge and in-depth understanding about the roles of humans and Artificial Intelligence in the decision making process within knowledge-intensive firms. Our review led us to the theoretical framework explained in section 2, on which we based our interviews.   The results and findings that emerged from the interviews follow the same structure than the theoretical review and provide insightful information in order to answer the research question. To analyze and discuss our empirical findings that are summarized in the chapter 5 and in a chart in the appendix 4, we used the general analytical procedure for qualitative studies. The structure of chapter 5 follows the same order than the three sub questions.   The thesis highlights how a deep understanding of Artificial Intelligence and its integration in the process of organizational decision making of knowledge-intensive firms enable humans to be augmented and to make smarter decisions. It appears that Artificial Intelligence is used as a decision making support rather than an autonomous decision maker, and that organizations adopt smoother and more collaborative designs in order to make the best of it within their decision making process. Artificial Intelligence is an efficient tool to deal with complex situations, whereas human capabilities seem to be more relevant in situations of uncertainty and ambiguity. Artificial Intelligence also raises new issues for organizations regarding its responsibility and acceptation by society as there is a grey area surrounding machines in front of ethics and laws.