Service specification and service compliance: How to consider the responsibility dimension?

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Service Specification and Service Compliance: How to Consider the Responsibility Dimension?

Abdelaziz Khadraoui, Christophe Feltus

Received: 21 February 2012 / Accepted: 31 May 2012 / Published: 30 June 2012 © The Society of Service Science and Springer 2012

ABSTRACT Service engineering is a huge research topic that addresses the specification, the compliance and the sharing of business and IT services across companies, institutions or governmental organizations. Despite many advantages of working with the services, the guarantee of service compliance and management of the service overlaps by the stakeholders remains challenging. The objective of this document is to present a methodological approach in order to specify the links between the organizational layer and the informational layer of services. Therefore our research has focused on clarifying the responsibility dimension of the stakeholders involved in those services. The proposed approach is illustrated with an example in the context of sensitive data exchange between stakeholders from the healthcare domain.

KEYWORDS Service, Engineering, Compliance, Business/IT Alignment, Responsibility, Information System, Organizational Context.

Abdelaziz Khadraoui ( ) Institute of Services Science, Centre Universitaire d'Informatique, University of Geneva, Switzerland e-mail: [email protected] Christophe Feltus Public Research Center Henri Tudor, Luxembourg-Kirchberg, Luxembourg e-mail: [email protected]

124 Abdelaziz Khadraoui, Christophe Feltus

1. INTRODUCTION Service engineering is an important field of research that contributes to address and reduce the complexity of the Information Systems (IS) on the first hand, and that provides new cooperation facilities for the companies on the second hand. Hence, a service offers a well settled and easy way for sharing data, applications or knowledge in a precise enclosed space of the IS. Notwithstanding the obvious benefits offered, the service science still suffers from engineering difficulties that need to be focused on. In between the glaring challenges to consider, the services compliance analysis and the services overlaps management appear to be two crucial issues. In order to face them, the definition of a specific methodological approach that describes the close interactions between the services specifications and the context compliance is required. In our previous research we launched works about the analysis of the service compliance and about the definition of integrated IS architectures in order to support these services (Khadraoui et al. 2011, Feltus et al. 2011, Feltus et al. 2012). In this document, we present an innovative methodological approach that aims to emphasize and formally specify the links between the organizational layer and the informational layer of a service. Therefore, we have considered and clarified the responsibility of the stakeholders (Prendergast 1995) involved in those services. As presented in (Feltus et al. 2010a), the concept of responsibility allows the gath