Service Systems Modeling: Concepts, Formalized Meta-Model and Technical Concretion
Over the past years service science has changed. Nowadays the object of research is highly professionalized complex service systems. For this area of research, service systems modeling provides concepts and formalized meta-models for describing service sy
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stract Over the past years service science has changed. Nowadays the object of research is highly professionalized complex service systems. For this area of research, service systems modeling provides concepts and formalized meta-models for describing service systems in a precise way. In this paper different aspects of service systems modeling are presented: (a) the specification of singular service components (component model), (b) the specification of the component’s resources (resource model), (c) the definition of interdependencies of service components relevant for configuration (product model) and (d) the temporal dependencies between service components necessary for defining process instances (process model). This paper offers a modeling-relevant definition of service systems, the theoretical foundation of the meta-model (based on a wide literature research) as well as the concepts and terms, necessary for modeling service systems. Finally, the advantages and limitations of service system modeling are discussed. Keywords Service components Service modeling Service science Service systems
1 Potentials of Service Systems Modeling As business and societal services are increasingly important for growing economies, new academic discipline areas emerged during the past years, e.g. service management, service operations, service marketing and service engineering.
M. B€ottcher (*) Faculty for Mathematics and Computer Science, Department of Computer Science, Business Information Systems, University of Leipzig, Johannisgasse 26, 04103 Leipzig, Germany e-mail: [email protected]
H. Demirkan et al. (eds.), The Science of Service Systems, Service Science: Research and Innovations in the Service Economy, DOI 10.1007/978-1-4419-8270-4_8, # Springer Science+Business Media, LLC 2011
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M. B€ ottcher and K.-P. F€ahnrich
Service engineering provides methods and tools for a systematic and structured development of new information-intensive service offerings and service systems. The modeling and therefore formalized description of service systems form a part of service engineering and increasingly attract interest. But contrary to other disciplines (e.g. product engineering and software engineering), service engineering still lacks an adequate modeling approach that helps to design, develop and provide services (Alonso-Rasgado et al. 2004; Maglio et al. 2006), even though a formalized description of service systems would facilitate the following benefits: l
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Standardized vocabulary: Descriptions given in natural language (e.g. English) lead to an ambiguity and space of interpretation (Linckels and Meinel 2006). By defining a meta-model for service systems modeling, a domain-specific language (van Deursen et al. 2000) is given. Such a language presents a vocabulary (syntax and semantics) that allows an unambiguous description of service systems. Subsequent usage by information technology: Since information represented by natural language (text) is not structured, a further processing by inform
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