A generic service system activity model with event-driven operation reconfiguring capability

Abstract

This paper presents a proposal on developing an activity-based generic model of a service system (SSyst) that realises business oriented, IT-based intensive service processes. The approach proposed here to conceive and design the SSyst model takes into consideration the service systems' lifecycle that includes the interactions between the four stakeholders' categories: service provider (with suppliers and service outsourcing), service customer, competition, and compliance bodies (law, financial, environment, a.o.). The high level description of the lifecycle of a service process is used in order to further define, structure and analyze the SSyst model from a triple perspective: (1) the stages of the service's lifecycle; (2) core activities for services; (3) the activity type components of a composite service. The proposed SSyst model is generic, meaning that it can be applied to generate different types of services, ranging from already existent services (that only need to be configured according to the customer needs) to completely new services (that have to be integrated based on the provider's service repository and outsourced services). The services generated in a SSyst type service system must be planned and they must receive resources and capacities optimally allocated for service delivery. © 2014 Springer International Publishing Switzerland.