Comprehensive approach to service interaction handling

Abstract

To achieve effective and efficient handling of service interactions in an industrial setting, a comprehensive approach is needed. The EURESCOM Project P509, "Handling Service Interactions in the Service Life Cycle", proposes such an approach providing both technical and organisational solutions to the problem. This novel approach treats interaction handling as a part of service integration rather than service creation. The paper presents the most important elements of the approach: the concept of Interaction Filtering increasing the efficiency of pre-deployment interaction detection; the Service Interaction Handling Process enabling interaction detection on a large scale and providing a framework for interaction solving; new enterprise roles responsible for interaction handling; and a set of off-line and on-line interaction handling mechanisms used by the approach. The evaluation of the mechanisms based on the results of an extensive case study is presented as well. © 1998 Elsevier Science B.V. All rights reserved.