Servitization and Industry 4.0 are considered two of the most recent trends transforming industrial companies. Servitization is mainly focused on adding value to the customer, while Industry 4.0 is frequently related to adding value to manufacturing process. On both ends heavy innovations have been introduced during the last few years, in particular to introduce automation in activities where regularity was high. However, such trend was somehow limited because of factors introducing high

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... lity like processes involving key decision from operators, where no explicit knowledge was available or because of the high level of complexity due to the integration of different stakeholders with different interests. Therefore, this paper aims at discuss key factors being responsible for such generation of explicit knowledge on processes being driven by human decisions without specific standardization on activities, In particular two different contexts (intra and inter organizational cases) will be studied.