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[[Service Systems Engineering (SSE) (glossary)|Service Systems Engineering]] [[Acronyms|(SSE)]] is a multidisciplinary approach to manage and [[Design (glossary)]] [[Value (glossary)]] co-creation of a [[Service System (glossary)]]. It extends the holistic view of a [[System (glossary)]] to a ''' [[Customer (glossary)]]-centric end-to-end view''' service system design.  Service systems engineers must play the role of an integrator, considering the interface [[Requirement (glossary)|requirements]] for the [[Interoperability (glossary)]] of service system entities--not only for technical integration, but also for the [[Process (glossary)|processes]] and [[Organization (glossary)]] required for optimal [[Customer (glossary)]] experience during [[Service (glossary)]] operations.
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'''''Lead Authors:''''' ''Ricardo Pineda, Bud Lawson, Richard Turner''
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{{Term|Service Systems Engineering (glossary)|Service systems engineering}} (SSE) is a multidisciplinary approach to manage and design {{Term|value (glossary)}} co-creation of a {{Term|Service System (glossary)|service system}}. It extends the holistic view of a {{Term|system (glossary)}} to a {{Term|customer (glossary)|customer}}-centric, end-to-end view of service system design.  Service systems engineers must play the role of an integrator by considering the interface {{Term|requirement (glossary)|requirements}} for the {{Term|Interoperability (glossary)|interoperability}} of service system entities, not only for technical integration, but also for the {{Term|Process (glossary)|processes}} and {{Term|Organization (glossary)|organization}} required for optimal {{Term|Customer (glossary)|customer}} experience during {{Term|Service (glossary)|service}} operations.
  
Service systems engineering uses disciplined approaches to minimize [[Risk (glossary)]] by coordinating/orchestrating social aspects, [[governance (glossary)]] (including [[security (glossary)]]), environmental, human behavior, [[business (glossary)]], customer care, service management, operations, and technology development processes. Therefore systems engineers must have a good understanding of cross disciplinary issues to manage, communicate, [[plan (glossary)]], and organize service systems development and delivery of service.  Service systems engineering also brings a customer focus to promote service excellence and to facilitate service innovation through the use of emerging technologies to propose creation of new service systems and value co-creation.
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Service systems engineering uses disciplined approaches to minimize {{Term|Risk (glossary)|risk}} by coordinating/orchestrating social aspects, {{Term|governance (glossary)}} (including {{Term|security (glossary)|security}}), environmental, human behavior, {{Term|business (glossary)|business}}, customer care, service management, operations, and technology development processes. Therefore, systems engineers must have a good understanding of cross disciplinary issues to manage, communicate, {{Term|plan (glossary)|plan}}, and organize service systems development and delivery of service.  Service systems engineering also brings a customer focus to promote service excellence and to facilitate service innovation through the use of emerging technologies to propose creation of new service systems and value co-creation.
  
The service design process includes the definition of methods, processes, and procedures necessary to monitor and track service [[requirement (glossary)|requirements]] [[verification (glossary)]] and [[validation (glossary)]] in particular as they relate to the operations, administration, [[maintenance (glossary)]] and provisioning procedures of the whole service system and its entities.  These procedures ensure that failures by any entity are detected and do not propagate and disturb the operations of the service. (Luzeaux and Ruault 2010)   
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The service design process includes the definition of methods, processes, and procedures necessary to monitor and track service requirements {{Term|verification (glossary)}} and {{Term|validation (glossary)|validation}}, in particular as they relate to the operations, administration, {{Term|maintenance (glossary)|maintenance}}, and provisioning procedures of the whole service system and its entities.  These procedures ensure that failures by any entity are detected and do not propagate and disturb the operations of the service (Luzeaux and Ruault 2010).  
  
Research on service systems needs to fuse [[Business Process (glossary)]] management, service innovation, and social networks for the modeling of service system value chain. (Carroll, et al. 2010)  The [[Systems Engineering (glossary)]] approach helps to better understand and manage conflict, thereby helping both private and public organizations optimize their strategic decision making.  The use of a systemic approach reduces rework, overall time to market, and total [[Cost (glossary)]] of development.
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Research on service systems needs to fuse {{Term|Business Process (glossary)|business process}} management, service innovation, and social networks for the modeling of service system value chain (Carroll et al. 2010). The {{Term|Systems Engineering (glossary)|systems engineering}} approach helps to better understand and manage conflict, thereby helping both private and public organizations optimize their strategic decision making.  The use of a systemic approach reduces rework, overall time to market, and total {{Term|Cost (glossary)|cost}} of development.
  
== '''Service SE Knowledge & Skills''' ==
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==Service SE Knowledge & Skills==
  
The world’s economies continue to move toward the creation and delivery of more innovative services. To best prepare tomorrow’s [[Leader (glossary)|leaders]], new disciplines are needed that include and ingrain different skills and create the knowledge to support such global services. “In this evolving world, a new kind of engineer is needed, one who can think broadly across disciplines and consider the human dimensions that are at the heart of every design challenge.” (Grasso and Martinelli 2007)   
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The world’s economies continue to move toward the creation and delivery of more innovative services. To best prepare tomorrow’s {{Term|Leader (glossary)|leaders}}, new disciplines are needed that include and ingrain different skills and create the knowledge to support such global services. “In this evolving world, a new kind of engineer is needed, one who can think broadly across disciplines and consider the human dimensions that are at the heart of every design challenge” (Grasso and Martinelli 2007).  
  
Service systems engineers fit the T-shaped [[Model (glossary)]] of professionals (Maglio and Spohrer 2008) who must have a deeply developed specialty area as well as a broad set of skills and [[Capability (glossary)|capabilities]] (See [[Enabling Individuals to Perform Systems Engineering]]), the Service System Management and Engineering [[Acronyms|(SSME)]]-12 skills, as summarized by (Chang 2010) and listed below verbatim:
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Service systems engineers fit the T-shaped {{Term|Model (glossary)}} of professionals (Maglio and Spohrer 2008) who must have a deeply developed specialty area, as well as a broad set of skills and {{Term|Capability (glossary)|capabilities}} (See the [[Enabling Individuals]] article). Chang (2010) lists the following twelve service system management and engineering (SSME) skills:
  
#Management of Service Systems.  These skills include scheduling, budgeting and management of information systems/technologies, leadership
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#Management of Service Systems.  These skills include scheduling, budgeting and management of information systems/technologies, and leadership;
#Operations of Service Systems.  Engineers should be proficient in process evaluation and improvement, [[Quality (glossary)]] improvement, customer relationships, [[Uncertainty (glossary)]] management
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#Operations of Service Systems.  Engineers should be proficient in process evaluation and improvement, {{Term|Quality (glossary)}} improvement, customer relationships, and {{Term|Uncertainty (glossary)}} management;
#Service Processes.  These skills include performance [[Measurement (glossary)|measurements]], flow charting, work task breakdown
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#Service Processes.  These skills include performance {{Term|Measurement (glossary)|measurements}}, flow charting, work task breakdown;
#Business Management. Business skills include project costing, business planning, change management
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#Business Management. Business skills include project costing, business planning, and change management;
#Analytical Skills. These skills include problem solving, economic decision analysis, risk analysis, cost estimating, probability and statistics
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#Analytical Skills. These skills include problem solving, economic decision analysis, risk analysis, cost estimating, probability and statistics;
#Interpersonal Skills. Increasingly, service systems engineers are expected to excel in professional responsibility, verbal skills, technical writing, facilitating, and team building
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#Interpersonal Skills. Increasingly, service systems engineers are expected to excel in professional responsibility, verbal skills, technical writing, facilitating, and team building;
#Knowledge Management.  Service systems engineers should be familiar with definition, strategies, success factors, hurdles, and best practices in industry
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#Knowledge Management.  Service systems engineers should be familiar with definition, strategies, success factors, hurdles, and best practices in industry;
#Creativity and Innovation in Services.  These skills include creative thinking methods, success factors, value chain, best practices, and future of innovation
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#Creativity and Innovation in Services.  These skills include creative thinking methods, success factors, value chain, best practices, and future of innovation;
#Financial and Cost Analysis and Management.  Additional business skills include activity-based costing, cost estimation under uncertainty, T-account, financial statements, ratio analysis, balanced scoreboards, and capital formation
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#Financial and Cost Analysis and Management.  Additional business skills include activity-based costing, cost estimation under uncertainty, T-account, financial statements, ratio analysis, balanced scoreboards, and capital formation;
#Marketing Management. Market forecast, market segmentation, marketing mix- service, price, communications and distribution- are important marketing tools
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#Marketing Management. Market forecast, market segmentation, marketing mix- service, price, communications and distribution- are important marketing tools;
#[[Ethics (glossary)]] and Integrity. Service Systems Engineers must be held to high ethical standards.  These include practicing ethics in workplace and clear guidelines for making tough ethical decisions, corporate ethics programs, affirmation action, and workforce diversity, as well as global issues related to ethics. (See [[Ethical Behavior]])
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#{{Term|Ethics (glossary)|Ethics}} and Integrity. Service Systems Engineers must be held to high ethical standards.  These include practicing ethics in workplace and clear guidelines for making tough ethical decisions, corporate ethics programs, affirmation action, and workforce diversity, as well as global issues related to ethics. (See [[Ethical Behavior]]); and
 
#Global Orientation.  Increasingly, engineers must be aware of emerging business trends and challenges with regards to globalization drivers, global opportunities, and global leadership qualities.
 
#Global Orientation.  Increasingly, engineers must be aware of emerging business trends and challenges with regards to globalization drivers, global opportunities, and global leadership qualities.
  
==''' Service Architecture, Modeling & Views''' ==
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==Service Architecture, Modeling & Views==
  
Successful deployment of service value chains is highly dependent on the alignment of the service with the overall enterprise service strategy, customer expectations and customer’s service experience. The importance of service-oriented customer-centric design has been recognized for several years by traditional service providers (telecommunications, [[Information Technology (glossary)]] [[Acronyms|(IT)]], business reengineering, web services, etc.) through the creation of process-driven architectural frameworks.   
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Successful deployment of service value chains is highly dependent on the alignment of the service with the overall enterprise service strategy, customer expectations, and customer’s service experience. The importance of service-oriented customer-centric design has been recognized for several years by traditional service providers (telecommunications, {{Term|Information Technology (glossary)|information technology}} (IT), business reengineering, web services, etc.) through the creation of process-driven architecture frameworks.   
  
Architectural frameworks are important for creating a holistic system view. They promote a common understanding of the major building blocks and their interrelation in systems of systems or [[Complex (glossary)]] systems of systems (see also [[Complexity]]). An [[architecture (glossary)]] is a [[Model (glossary)]] of the the system to describe the entities, the interactions and interoperability among entities, as well as the expected [[behavior (glossary)]], utilization and properties of the end-to-end system. The architectures become the main tool to guide [[stakeholder (glossary)|stakeholders]], developers, third-party providers, operations managers, service managers, [[user (glossary)|users]] in the understanding of the end-to-end service system, as well as to enable governance at the service management and the service development levels.
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Architecture frameworks are important for creating a holistic system view. They promote a common understanding of the major building blocks and their interrelation in systems of systems or {{Term|Complex (glossary)|complex}} systems of systems (see also [[Complexity]]). An {{Term|architecture (glossary)}} is a {{Term|Model (glossary)|model}} of the the system created to describe the entities, the interactions and interoperability among entities, as well as the expected {{Term|behavior (glossary)|behavior}}, utilization, and properties of the end-to-end system. The architectures become the main tool to guide {{Term|stakeholder (glossary)|stakeholders}}, developers, third-party providers, operations managers, service managers, and {{Term|user (glossary)|users}} in the understanding of the end-to-end service system, as well as to enable governance at the service management and the service development levels.
  
These architectural frameworks have been defined through standards bodies and/or by private enterprises that recognize their advantage--standard processes that integrate the business-strategic processes and operations with the information technology and technology infrastructure. (See [[Systems Engineering Standards]]) Most architectural frameworks model different scopes and levels of detail of business strategies, product and service offerings, business operations, and organizational aspects. Unfortunately, there are currently no frameworks that cover all the aspects (views) required to model the service systems. Some frameworks focus on business strategies, others in business process management, others in business operations, still others in aligning IT strategy or technology strategy to business strategy. Thus a combination of architectural frameworks is required to create the enterprise service system model. For instance, an enterprise may use an Enterprise Business Architecture [[Acronyms|(EBA)]] model covering strategic goals and objectives, business  [[organization (glossary)]], and business services and processes where driven by market evolution, technology evolution, and customer demands. However a reference framework would be needed to model the IT strategy (e.g., Information Technology Infrastructure Library [[Acronyms|(ITIL)]] V3) and the organizations and processes needed to deliver, maintain and manage the IT services according to the business strategy.
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These architecture frameworks have been defined through standards bodies and/or by private enterprises that recognize their advantage—standard processes that integrate the business-strategic processes and operations with the information technology and technology infrastructure (See [[Systems Engineering Standards]]). Most architecture frameworks model different scopes and levels of detail of business strategies, product and service offerings, business operations, and organizational aspects. Unfortunately, there are currently no frameworks that cover all the aspects (views) required to model the service systems. Some frameworks focus on business strategies, others in business process management, others in business operations, still others in aligning IT strategy or technology strategy to business strategy. Thus, a combination of architecture frameworks is required to create the enterprise service system model. For instance, an enterprise may use an enterprise business architecture (EBA) model covering strategic goals and objectives, business  {{Term|organization (glossary)|organization}}, and business services and processes where driven by market evolution, technology evolution, and customer demands. However, a reference framework would be needed to model the IT strategy (e.g., Information Technology Infrastructure Library (ITIL) v. 3 (OGC 2009)) and the organizations and processes needed to deliver, maintain, and manage the IT services according to the business strategy.
  
== '''Service Architecture Frameworks''' ==
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==Service Architecture Frameworks==
  
Prime examples of Service Architecture Frameworks are:
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Prime examples of Service Architecture Frameworks are listed below.
  
 
Standards:  
 
Standards:  
 
 
*Zachmann Framework (Zachman 2003)
 
*Zachmann Framework (Zachman 2003)
*Business Process Modeling  [[Acronyms|(BPM)]] (Hantry et al. 2010)
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*Business Process Modeling  (BPM) (Hantry et al. 2010)
*The Open Group Architectural Framework [[Acronyms|(TOGAF)]](TOGAF 2009)
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*The Open Group Architecture Framework (TOGAF) (TOGAF 2009)
*IT Service Management Information Technology Infrastructure Library [[Acronyms|(ITIL)]](OGC 2009)
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*Enhanced-Telecomm Operations Map (eTOM) by the TeleManagemnt Forum  (eTOM 2009)
*Enhanced-Telecomm Operations Map [[Acronyms|(e-TOM)]] by the TeleManagemnt Forum  (eTOM 2009)
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*Service Oriented Architecture (SOA) (Erl 2008)
*Service Oriented Architecture [[Acronyms|(SOA)]] (Erl 2008)
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*National Institute of Standards and Technology (NIST) Smart Grid Reference Model (NIST 2010)
*National Institute of Standards and Technology [[Acronyms|(NIST)]] Smart Grid Reference Model (NIST 2010)
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*Web services business process execution language (WS-BPEL) (OASIS 2007)
*Web services business process execution language [[Acronyms|(WS-BPEL)]] (OASIS 2007)
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*Department of Defense Architecture Framework (DoDAF) (DoD 2010)
*Department of Defense Architectural Framework [[Acronyms|(DoDAF)]]
 
 
*Others.
 
*Others.
  
Proprietary Enterprise Architectural Frameworks:
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Proprietary Enterprise Architecture Frameworks:
*Hewlett - Packard IT Service Management Reference Model [[Acronyms|(HP ITSMRM 2000)]]
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*Hewlett - Packard IT Service Management Reference Model (HP ITSMRM 2000)
*International Business Machines Systems Management Solutions Life Cycle [[Acronyms|(IBM Rational Software)]]
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*International Business Machines Systems Management Solutions Life Cycle, IBM Rational Software.
 
*Microsoft Operations Framework
 
*Microsoft Operations Framework
*Others.
 
  
As an example of architectural frameworks applications for service systems we present the “High Level Reference Model for the Smart Grid” developed by NIST in 2010 under the “Energy Independence and Security Act of 2007” [[Acronyms|((EISA))]]:  
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This list represents only a sample of the existing service architecture frameworks.
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One great example of architecture frameworks applications for service systems, the “High Level Reference Model for the Smart Grid,” developed by NIST in 2010 under the “Energy Independence and Security Act of 2007” (EISA), is presented below:  
  
<blockquote>''EISA designated the development of a Smart Grid as a national policy goal, specifying that an [[Interoperability (glossary)]] framework should be “flexible, uniform and technology neutral. The law also instructed that the framework should accommodate “traditional, centralized generation and distribution resources” while also facilitating incorporation of new, innovative Smart Grid technologies, such as distributed renewable energy resources and energy storage.'' (NIST 2010)</blockquote>
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<blockquote>''EISA designated the development of a Smart Grid as a national policy goal, specifying that an interoperability framework should be “flexible, uniform and technology neutral. The law also instructed that the framework should accommodate “traditional, centralized generation and distribution resources” while also facilitating incorporation of new, innovative Smart Grid technologies, such as distributed renewable energy resources and energy storage.'' (NIST 2010)</blockquote>
  
The NIST Reference Model was developed as “a tool for identifying the standards and protocols needed to ensure interoperability and cyber security, and defining and developing architectures for systems and subsystems within the smart grid”.  Figure 1 illustrates this model and the strategic (organizational), informational (business operations, data structures, information exchanges required among system entities) and technical needs of the smart grid (data structures, entities specifications, interoperability requirements, etc.).   
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The NIST reference model was developed as “a tool for identifying the standards and protocols needed to ensure interoperability and cyber security, and defining and developing architectures for systems and subsystems within the smart grid." Figure 1 illustrates this model and the strategic (organizational), informational (business operations, data structures, and information exchanges required among system entities), and technical needs of the smart grid (data structures, entities specifications, interoperability requirements, etc.).   
  
[[File:SSE_VoSSE_Fig1v2.png|thumb|800px|left|Figure 1. The Grid-Wide Architecture Council’s Eight-Layered Stack (NIST and US Dept. of Commerce 2010) Released.]]
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[[File:SSE_VoSSE_Fig1v2.png|thumb|600px|center|'''Figure 1. The Grid-Wide Architecture Council’s Eight-Layered Stack (NIST and US Dept. of Commerce 2010).''' Released.]]
  
The NIST Reference Model uses this architectural framework to identify existing standards, identify new standards required for interoperability among interconnected networks and to enable innovations where smart grid components (energy sources, bulk generation, storage, distribution, transmission, metering, cyber infrastructure, markets, service providers, customers, etc.) are supported by a broad range of interoperable options, by well-defined interfaces useful across industries including security.  Emerging/Innovative service development with massively scaled, well-managed and secured networks will enable a dynamic market driven ecosystem representing new economic growth. (NIST 2010)
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The NIST reference model uses this architecture framework to identify existing standards, identify new standards required for interoperability among interconnected networks, and to enable innovations where smart grid components (energy sources, bulk generation, storage, distribution, transmission, metering, cyber infrastructure, markets, service providers, customers, etc.) are supported by a broad range of interoperable options by well-defined interfaces useful across industries, including security.  Emerging/innovative service development with massively scaled, well-managed, and secured networks will enable a dynamic market driven ecosystem representing new economic growth (NIST 2010).
  
This architectural framework is being used today by different standards organizations, the Smart Grid Interoperability Panel [[Acronyms|(SGIP)]], and several smart grid working groups.  For details on priorities, working programs and working group charters the user is referred to (NIST 2010).
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This architecture framework is being used today by different standards organizations, such as the Smart Grid Interoperability Panel (SGIP), and several smart grid working groups.  For details on priorities, working programs, and working group charters, see “High Level Reference Model for the Smart Grid” (NIST 2010).
  
For service systems the application of any of these frameworks requires modifications/adaptations to create dynamic frameworks aware of environmental changes due to competitor’s offerings, market demands, and customer co-creation. Most frameworks are static in nature; this requires business operations to manage changes through pre-defined (pre-programmed) processes for service [[configuration (glossary)]] and change control. Dynamic frameworks would allow real-time or near real-time analysis of impacts of newly discovered service on business processes, organizations and revenue for run-time environment deployment.
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For service systems, the application of any of these frameworks requires modifications/adaptations to create dynamic frameworks aware of environmental changes due to competitor’s offerings, market demands, and customer co-creation. Most frameworks are static in nature; this requires business operations to manage changes through pre-defined (pre-programmed) processes for service {{Term|configuration (glossary)}} and change control. Dynamic frameworks would allow real-time, or near real-time, analysis of impacts of newly discovered service on business processes, organizations, and revenue for run-time environment deployment.
  
Automatic service configuration and change control are being incorporated into the management process via Service Oriented Architecture [[Acronyms|(SOA)]] for service automation [Gu et al. 2010] and service oriented computing (Maglio et al. 2010).  In particular, progress has been made over the last ten years on the standards for adaptation, orchestration and creation of web services [[Acronyms|(WS-)]] for Service Based Applications [[Acronyms|(SBA)]]. A good summary of existing life cycle approaches for adaptable and evolvable SBA is presented in (Papazoglou et al. 2010). Examples are:
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Automatic service configuration and change control are being incorporated into the management process via service oriented architecture (SOA) for service automation (Gu et al. 2010) and service oriented computing (Maglio et al. 2010).  In particular, progress has been made over the last ten years on the standards for adaptation, orchestration and creation of web services (WS) for service based applications (SBA). A good summary of existing life cycle approaches for adaptable and evolvable SBA is presented in (Papazoglou et al. 2010). Some examples of this are
  
*Web Services Development Life Cycle [[Acronyms|(SLDC)]]
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*web services development life cycle (SDLC);
*Rational Unified Process [[Acronyms|(RUP)]] for SOA
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*rational unified process (RUP) for SOA;
*Service Oriented Modeling and Architecture [[Acronyms|(SOMA)]]
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*service oriented modeling and architecture (SOMA); and
*Service Oriented Analysis and Design/Decision Modeling [[Acronyms|(SOAD)]]
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*service oriented analysis and design/decision Modeling (SOAD).
  
Further Research is required to understand the architectural implications of dynamic service configuration including the human behavior, social aspects, governance processes, business processes and implications on dynamic Service Level Agreement [[Acronyms|(SLA)]] for an enterprise service system.  New ways are needed to include adaptation requirements for new technologies that will exchange information with the service system entities and may have their own specifications. These technologies include robots, sensors, renewable energy, nanotechnologies, three dimensional printers, and implantable medical devices.
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Further research is required to understand the architectural implications of dynamic service configuration, including research on human behavior, social aspects, governance processes, business processes, and implications of dynamic service level agreements (SLA) for an enterprise service system.  New ways are needed to include adaptation requirements for new technologies that will exchange information with the service system entities and may have their own specifications. These technologies include robots, sensors, renewable energy, nanotechnologies, three dimensional printers, and implantable medical devices.
  
 
==References==  
 
==References==  
  
===Citations===
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===Works Cited===
  
Carroll, N., E. Whelan, and I. Richardson. "Applying Social Network Analysis to Discover Service Innovation within Agile Service Networks." ''Service Science'' 2(4): 225-244.
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Carroll, N., E. Whelan, and I. Richardson. 2010. "Applying Social Network Analysis to Discover Service Innovation within Agile Service Networks." ''Service Science''. 2 (4): 225-244.
  
Chang, C.M. 2010. ''[[Service Systems Management and Engineering]], Creating Strategic Differentiation and Operational Excellence.'' New York, NY, USA: John Wiley & Sons, Inc. ISBN 978-0-470-42332-5.
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Chang, C.M. 2010. ''[[Service Systems Management and Engineering]]: Creating Strategic Differentiation and Operational Excellence''. New York, NY, USA: John Wiley & Sons, Inc.
  
DoD. 2010. ''DoD Architecture Framework (DoDAF),'' version 2.0. Arlington, VA, USA: US Department of Defense (DoD).
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DoD. 2010. ''DoD Architecture Framework (DoDAF)'', version 2.0. Arlington, VA, USA: US Department of Defense (DoD).
  
Erl, T. 2008. "[[SOA Principles of Service Design]]." Boston, MA, USA: Prentice Hall, Pearson Education. ISBN 978-0-13234-482-1.
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Erl, T. 2008. ''[[SOA Principles of Service Design]]''. Boston, MA, USA: Prentice Hall, Pearson Education.  
 
   
 
   
e-TOM. 2009. "Business Process Framework." Morristown, NJ: TeleManagement Forum. Accessed on May 30, 2011. Available at: www.tmforum.org/BusinessProcessFramework/1647/home.html.  
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eTOM. 2009. "Business Process Framework." Morristown, NJ: TeleManagement Forum. Accessed May 30, 2011 at http://www.tmforum.org/BusinessProcessFramework/1647/home.html.
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Grasso, D., and D. Martinelli. 2007. "Section B: Holistic Engineering." ''The Chronicle Review, The Chronicles of Higher Education''. Vol. 53, Issue 28. Page 8B. March 2007.
  
Grasso, D. and D. Martinelli. 2007. "Holistic Engineering." ''The Chronicle Review, The Chronicles of Higher Education." Section B.
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Gu. Q., Cuadrado, F., Lago, P. and Duenãs, J.C. 2010. "Architecture views illustrating the service automation aspect of SOA". ''Service research challenges and solutions for the future internet''. 339-372.  
  
Hantry, F., M.P.Papazoglou, W. van den Heuvel, R. Haque, E. Whelan, N. Carroll, D. Karastoyanova, F. Leymann, C. Nikolaou, W. Lamersdorf, and M. Hacid. 2010. "Chapter: [[Business Process Management]]." in Papazoglou, M.; Pohl, K.; Parkin, M.; Metzger, A. (Eds.)  ''Service Research Challenges and Solutions for the Future Internet S-Cube – Towards Engineering, Managing and Adapting Service-Based Systems'' Berlin Heidelberg, Germany: Springer-Verlag: 27-54.
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Hantry, F., M.P. Papazoglou, W. van den Heuvel, R. Haque, E. Whelan, N. Carroll, D. Karastoyanova, F. Leymann, C. Nikolaou, W. Lamersdorf, and M. Hacid. 2010. "[[Business Process Management]]," in ''Service Research Challenges and Solutions for the Future Internet S-Cube – Towards Engineering, Managing and Adapting Service-Based Systems'', edited by M. Papazoglou, K. Pohl, M. Parkin, and A. Metzger. Berlin and Heidelberg, Germany: Springer-Verlag. 27-54.
  
HP ITSMRM. 2000. "HP IT Service Management Reference Model. Technical White Paper." Palo Alto, California, USA: Hewlett – Packard Company. Accessed on Sptember 2, 2011. Available at: ftp://ftp.hp.com/pub/services/itsm/info/itsm_rmwp.pdf.  
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HP ITSMRM. 2000. "HP IT Service Management Reference Model. Technical White Paper." Palo Alto, California, USA: Hewlett – Packard Company. Accessed September 2, 2011. Available: ftp://ftp.hp.com/pub/services/itsm/info/itsm_rmwp.pdf.  
  
OGC (Office of Government Commerce). 2009. ''"[[ITIL Lifecycle Publication Suite Books]]."'' London, UK: The Stationery Office. ISBN 978-0-11331-050-0.
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Luzeaux, D., and J.R. Ruault (eds.). 2010. ''[[Systems of Systems]].'' New York, NY, USA: John Wiley & Sons.  
  
Luzeaux, D. and J.R. Ruault (eds.). 2010. ''[[Systems of Systems]].'' New York, NY, USA: John Wiley & Sons. ISBN 978-1-84821-164-3.
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Maglio, P., and J. Spohrer. 2008. "Fundamentals of Service Science." ''Journal of the Academy of Marketing Science.'' 36 (1): 18-20.
  
Maglio, P. and J. Spohrer. 2008. "Fundamentals of Service Science." ''Journal of the Academy of Marketing Science'' 36(1): 18-20. DOI: 10.1007 / ISBN 117-4-70070-058-9.
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National Institute of Standard and Technology (NIST). 2010. ''[[NIST Framework and Roadmap for Smart Grid Interoperability Standards Release 1.0]].'' Gaithersburg, MD, USA: Office of the National Coordinator for Smart Grid Interoperability, US Department of Commerce. Accessed September 2, 2011. Available: http://www.nist.gov/smartgrid/upload/FinalSGDoc2010019-corr010411-2.pdf.
  
NIST. 2010. National Institute of Standard and Technology. “[[NIST Framework and Roadmap for Smart Grid Interoperability Standards Release 1.0]].” Gaithersburg, MD, USA: Office of the National Coordinator for Smart Grid Interoperability, US Department of Commerce. Accessed September 2, 2011. Available at: http://www.nist.gov/smartgrid/upload/FinalSGDoc2010019-corr010411-2.pdf.
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OASIS. 2007. "Web Services Business Process Execution Language Version 2.0." Organization for Advancement of Structured Information Standards (OASIS) Standard. Accessed September 2, 2011. Available: http://docs.oasis-open.org/webcgm/v2.0/OS/webcgm-v2.0.pdf.
  
OASIS. 2007. "Web Services Business Process Execution Language Version 2.0." Organization for Advancement of Structured Information Standards (OASIS) Standard. Accessed on September 2, 2011. Available at: http://docs.oasis-open.org/webcgm/v2.0/OS/webcgm-v2.0.pdf.
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OGC (Office of Government Commerce). 2009. ''[[ITIL Lifecycle Publication Suite Books]]''. London, UK: The Stationery Office.
  
Papazoglou, M., K. Pohl, M. Parkin, and A. Metzger. 1998. “Chapter: Service Research Challenges and Solutions for the Future Internet.” in ''Service Research Challenges and Solutions for the Future Internet S-Cube – Towards Engineering, Managing and Adapting Service-Based Systems'' Berlin Heidelberg, Germany: Springer-Verlag
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Papazoglou, M., K. Pohl, M. Parkin, and A. Metzger. 1998. "Service Research Challenges and Solutions for the Future Internet," in ''Service Research Challenges and Solutions for the Future Internet S-Cube – Towards Engineering, Managing and Adapting Service-Based Systems''. Berlin and Heidelberg, Germany: Springer-Verlag.
  
TOGAF. 2009. "The Open Group Architecture Framework," version 9. Accessed on September 2, 2011. Available at: http://www.opengroup.org/togaf.
+
TOGAF. 2009. "The Open Group Architecture Framework," version 9. The Open Architecture Group. Accessed September 2, 2011. Available: http://www.opengroup.org/togaf.
  
Zachman, J. 2003. "The Zachman Framework for Enterprise Architecture: Primer for Enterprise Engineering and Manufacturing." Available at: http://www.zachmanframeworkassociates.com/index.php/ebook Accessed on September 2, 2011.
+
Zachman, J. 2003. "The Zachman Framework for Enterprise Architecture: Primer for Enterprise Engineering and Manufacturing." Accessed September 2, 2011. Available: http://www.zachmanframeworkassociates.com/index.php/ebook.
  
 
===Primary References===
 
===Primary References===
Chang, C.M. 2010. ''[[Service Systems Management and Engineering]], Creating Strategic Differentiation and Operational Excellence.'' New York, NY, USA: John Wiley & Sons, Inc. ISBN 978-0-470-42332-5.
+
Chang, C.M. 2010. ''[[Service Systems Management and Engineering]]: Creating Strategic Differentiation and Operational Excellence.'' New York, NY, USA: John Wiley & Sons, Inc.
  
Erl, T. 2008. "[[SOA Principles of Service Design]]." Boston, MA, USA: Prentice Hall, Pearson Education. ISBN 978-0-13234-482-1.
+
Erl, T. 2008. ''[[SOA Principles of Service Design]]''. Boston, MA, USA: Prentice Hall, Pearson Education.
  
Hantry, F., M.P.Papazoglou, W. van den Heuvel, R. Haque, E. Whelan, N. Carroll, D. Karastoyanova, F. Leymann, C. Nikolaou, W. Lamersdorf, and M. Hacid. 2010. "Chapter: [[Business Process Management]]." in Papazoglou, M.; Pohl, K.; Parkin, M.; Metzger, A. (Eds.)  ''Service Research Challenges and Solutions for the Future Internet S-Cube – Towards Engineering, Managing and Adapting Service-Based Systems'' Berlin Heidelberg, Germany: Springer-Verlag: 27-54.
+
Hantry, F., M.P. Papazoglou, W. van den Heuvel, R. Haque, E. Whelan, N. Carroll, D. Karastoyanova, F. Leymann, C. Nikolaou, W. Lamersdorf, and M. Hacid. 2010. "[[Business Process Management]]," in ''Service Research Challenges and Solutions for the Future Internet S-Cube – Towards Engineering, Managing and Adapting Service-Based Systems'', edited by M. Papazoglou, K. Pohl, M. Parkin, and A. Metzger. Berlin and Heidelberg, Germany: Springer-Verlag. p. 27-54.
  
OGC (Office of Government Commerce). 2009. ''"[[ITIL Lifecycle Publication Suite Books]]."'' London, UK: The Stationery Office. ISBN 978-0-11331-050-0.
+
National Institute of Standard and Technology (NIST). 2010. ''[[NIST Framework and Roadmap for Smart Grid Interoperability Standards Release 1.0]].'' Gaithersburg, MD, USA: Office of the National Coordinator for Smart Grid Interoperability, US Department of Commerce. Accessed September 2, 2011. Available: http://www.nist.gov/smartgrid/upload/FinalSGDoc2010019-corr010411-2.pdf.
  
NIST. 2010. National Institute of Standard and Technology. “[[NIST Framework and Roadmap for Smart Grid Interoperability Standards Release 1.0]].” Gaithersburg, MD, USA: Office of the National Coordinator for Smart Grid Interoperability, US Department of Commerce. Accessed September 2, 2011. Available at: http://www.nist.gov/smartgrid/upload/FinalSGDoc2010019-corr010411-2.pdf.
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===Additional References===
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None.
  
===Additional References===
 
No additional references have been identified for version 0.5. Please provide any recommendations on additional references in your review.
 
 
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<center>'''SEBoK v. 2.10, released 06 May 2024'''</center>
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[[Category:Part 4]][[Category:Topic]]
 
[[Category:Part 4]][[Category:Topic]]
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[[Category:Service Systems Engineering]]

Latest revision as of 22:27, 2 May 2024


Lead Authors: Ricardo Pineda, Bud Lawson, Richard Turner


Service systems engineeringService systems engineering (SSE) is a multidisciplinary approach to manage and design valuevalue co-creation of a service systemservice system. It extends the holistic view of a systemsystem to a customercustomer-centric, end-to-end view of service system design. Service systems engineers must play the role of an integrator by considering the interface requirementsrequirements for the interoperabilityinteroperability of service system entities, not only for technical integration, but also for the processesprocesses and organizationorganization required for optimal customercustomer experience during serviceservice operations.

Service systems engineering uses disciplined approaches to minimize riskrisk by coordinating/orchestrating social aspects, governancegovernance (including securitysecurity), environmental, human behavior, businessbusiness, customer care, service management, operations, and technology development processes. Therefore, systems engineers must have a good understanding of cross disciplinary issues to manage, communicate, planplan, and organize service systems development and delivery of service. Service systems engineering also brings a customer focus to promote service excellence and to facilitate service innovation through the use of emerging technologies to propose creation of new service systems and value co-creation.

The service design process includes the definition of methods, processes, and procedures necessary to monitor and track service requirements verificationverification and validationvalidation, in particular as they relate to the operations, administration, maintenancemaintenance, and provisioning procedures of the whole service system and its entities. These procedures ensure that failures by any entity are detected and do not propagate and disturb the operations of the service (Luzeaux and Ruault 2010).

Research on service systems needs to fuse business processbusiness process management, service innovation, and social networks for the modeling of service system value chain (Carroll et al. 2010). The systems engineeringsystems engineering approach helps to better understand and manage conflict, thereby helping both private and public organizations optimize their strategic decision making. The use of a systemic approach reduces rework, overall time to market, and total costcost of development.

Service SE Knowledge & Skills

The world’s economies continue to move toward the creation and delivery of more innovative services. To best prepare tomorrow’s leadersleaders, new disciplines are needed that include and ingrain different skills and create the knowledge to support such global services. “In this evolving world, a new kind of engineer is needed, one who can think broadly across disciplines and consider the human dimensions that are at the heart of every design challenge” (Grasso and Martinelli 2007).

Service systems engineers fit the T-shaped modelmodel of professionals (Maglio and Spohrer 2008) who must have a deeply developed specialty area, as well as a broad set of skills and capabilitiescapabilities (See the Enabling Individuals article). Chang (2010) lists the following twelve service system management and engineering (SSME) skills:

  1. Management of Service Systems. These skills include scheduling, budgeting and management of information systems/technologies, and leadership;
  2. Operations of Service Systems. Engineers should be proficient in process evaluation and improvement, qualityquality improvement, customer relationships, and uncertaintyuncertainty management;
  3. Service Processes. These skills include performance measurementsmeasurements, flow charting, work task breakdown;
  4. Business Management. Business skills include project costing, business planning, and change management;
  5. Analytical Skills. These skills include problem solving, economic decision analysis, risk analysis, cost estimating, probability and statistics;
  6. Interpersonal Skills. Increasingly, service systems engineers are expected to excel in professional responsibility, verbal skills, technical writing, facilitating, and team building;
  7. Knowledge Management. Service systems engineers should be familiar with definition, strategies, success factors, hurdles, and best practices in industry;
  8. Creativity and Innovation in Services. These skills include creative thinking methods, success factors, value chain, best practices, and future of innovation;
  9. Financial and Cost Analysis and Management. Additional business skills include activity-based costing, cost estimation under uncertainty, T-account, financial statements, ratio analysis, balanced scoreboards, and capital formation;
  10. Marketing Management. Market forecast, market segmentation, marketing mix- service, price, communications and distribution- are important marketing tools;
  11. EthicsEthics and Integrity. Service Systems Engineers must be held to high ethical standards. These include practicing ethics in workplace and clear guidelines for making tough ethical decisions, corporate ethics programs, affirmation action, and workforce diversity, as well as global issues related to ethics. (See Ethical Behavior); and
  12. Global Orientation. Increasingly, engineers must be aware of emerging business trends and challenges with regards to globalization drivers, global opportunities, and global leadership qualities.

Service Architecture, Modeling & Views

Successful deployment of service value chains is highly dependent on the alignment of the service with the overall enterprise service strategy, customer expectations, and customer’s service experience. The importance of service-oriented customer-centric design has been recognized for several years by traditional service providers (telecommunications, information technologyinformation technology (IT), business reengineering, web services, etc.) through the creation of process-driven architecture frameworks.

Architecture frameworks are important for creating a holistic system view. They promote a common understanding of the major building blocks and their interrelation in systems of systems or complexcomplex systems of systems (see also Complexity). An architecturearchitecture is a modelmodel of the the system created to describe the entities, the interactions and interoperability among entities, as well as the expected behaviorbehavior, utilization, and properties of the end-to-end system. The architectures become the main tool to guide stakeholdersstakeholders, developers, third-party providers, operations managers, service managers, and usersusers in the understanding of the end-to-end service system, as well as to enable governance at the service management and the service development levels.

These architecture frameworks have been defined through standards bodies and/or by private enterprises that recognize their advantage—standard processes that integrate the business-strategic processes and operations with the information technology and technology infrastructure (See Systems Engineering Standards). Most architecture frameworks model different scopes and levels of detail of business strategies, product and service offerings, business operations, and organizational aspects. Unfortunately, there are currently no frameworks that cover all the aspects (views) required to model the service systems. Some frameworks focus on business strategies, others in business process management, others in business operations, still others in aligning IT strategy or technology strategy to business strategy. Thus, a combination of architecture frameworks is required to create the enterprise service system model. For instance, an enterprise may use an enterprise business architecture (EBA) model covering strategic goals and objectives, business organizationorganization, and business services and processes where driven by market evolution, technology evolution, and customer demands. However, a reference framework would be needed to model the IT strategy (e.g., Information Technology Infrastructure Library (ITIL) v. 3 (OGC 2009)) and the organizations and processes needed to deliver, maintain, and manage the IT services according to the business strategy.

Service Architecture Frameworks

Prime examples of Service Architecture Frameworks are listed below.

Standards:

  • Zachmann Framework (Zachman 2003)
  • Business Process Modeling (BPM) (Hantry et al. 2010)
  • The Open Group Architecture Framework (TOGAF) (TOGAF 2009)
  • Enhanced-Telecomm Operations Map (eTOM) by the TeleManagemnt Forum (eTOM 2009)
  • Service Oriented Architecture (SOA) (Erl 2008)
  • National Institute of Standards and Technology (NIST) Smart Grid Reference Model (NIST 2010)
  • Web services business process execution language (WS-BPEL) (OASIS 2007)
  • Department of Defense Architecture Framework (DoDAF) (DoD 2010)
  • Others.

Proprietary Enterprise Architecture Frameworks:

  • Hewlett - Packard IT Service Management Reference Model (HP ITSMRM 2000)
  • International Business Machines Systems Management Solutions Life Cycle, IBM Rational Software.
  • Microsoft Operations Framework

This list represents only a sample of the existing service architecture frameworks.

One great example of architecture frameworks applications for service systems, the “High Level Reference Model for the Smart Grid,” developed by NIST in 2010 under the “Energy Independence and Security Act of 2007” (EISA), is presented below:

EISA designated the development of a Smart Grid as a national policy goal, specifying that an interoperability framework should be “flexible, uniform and technology neutral. The law also instructed that the framework should accommodate “traditional, centralized generation and distribution resources” while also facilitating incorporation of new, innovative Smart Grid technologies, such as distributed renewable energy resources and energy storage. (NIST 2010)

The NIST reference model was developed as “a tool for identifying the standards and protocols needed to ensure interoperability and cyber security, and defining and developing architectures for systems and subsystems within the smart grid." Figure 1 illustrates this model and the strategic (organizational), informational (business operations, data structures, and information exchanges required among system entities), and technical needs of the smart grid (data structures, entities specifications, interoperability requirements, etc.).

Figure 1. The Grid-Wide Architecture Council’s Eight-Layered Stack (NIST and US Dept. of Commerce 2010). Released.

The NIST reference model uses this architecture framework to identify existing standards, identify new standards required for interoperability among interconnected networks, and to enable innovations where smart grid components (energy sources, bulk generation, storage, distribution, transmission, metering, cyber infrastructure, markets, service providers, customers, etc.) are supported by a broad range of interoperable options by well-defined interfaces useful across industries, including security. Emerging/innovative service development with massively scaled, well-managed, and secured networks will enable a dynamic market driven ecosystem representing new economic growth (NIST 2010).

This architecture framework is being used today by different standards organizations, such as the Smart Grid Interoperability Panel (SGIP), and several smart grid working groups. For details on priorities, working programs, and working group charters, see “High Level Reference Model for the Smart Grid” (NIST 2010).

For service systems, the application of any of these frameworks requires modifications/adaptations to create dynamic frameworks aware of environmental changes due to competitor’s offerings, market demands, and customer co-creation. Most frameworks are static in nature; this requires business operations to manage changes through pre-defined (pre-programmed) processes for service configurationconfiguration and change control. Dynamic frameworks would allow real-time, or near real-time, analysis of impacts of newly discovered service on business processes, organizations, and revenue for run-time environment deployment.

Automatic service configuration and change control are being incorporated into the management process via service oriented architecture (SOA) for service automation (Gu et al. 2010) and service oriented computing (Maglio et al. 2010). In particular, progress has been made over the last ten years on the standards for adaptation, orchestration and creation of web services (WS) for service based applications (SBA). A good summary of existing life cycle approaches for adaptable and evolvable SBA is presented in (Papazoglou et al. 2010). Some examples of this are

  • web services development life cycle (SDLC);
  • rational unified process (RUP) for SOA;
  • service oriented modeling and architecture (SOMA); and
  • service oriented analysis and design/decision Modeling (SOAD).

Further research is required to understand the architectural implications of dynamic service configuration, including research on human behavior, social aspects, governance processes, business processes, and implications of dynamic service level agreements (SLA) for an enterprise service system. New ways are needed to include adaptation requirements for new technologies that will exchange information with the service system entities and may have their own specifications. These technologies include robots, sensors, renewable energy, nanotechnologies, three dimensional printers, and implantable medical devices.

References

Works Cited

Carroll, N., E. Whelan, and I. Richardson. 2010. "Applying Social Network Analysis to Discover Service Innovation within Agile Service Networks." Service Science. 2 (4): 225-244.

Chang, C.M. 2010. Service Systems Management and Engineering: Creating Strategic Differentiation and Operational Excellence. New York, NY, USA: John Wiley & Sons, Inc.

DoD. 2010. DoD Architecture Framework (DoDAF), version 2.0. Arlington, VA, USA: US Department of Defense (DoD).

Erl, T. 2008. SOA Principles of Service Design. Boston, MA, USA: Prentice Hall, Pearson Education.

eTOM. 2009. "Business Process Framework." Morristown, NJ: TeleManagement Forum. Accessed May 30, 2011 at http://www.tmforum.org/BusinessProcessFramework/1647/home.html.

Grasso, D., and D. Martinelli. 2007. "Section B: Holistic Engineering." The Chronicle Review, The Chronicles of Higher Education. Vol. 53, Issue 28. Page 8B. March 2007.

Gu. Q., Cuadrado, F., Lago, P. and Duenãs, J.C. 2010. "Architecture views illustrating the service automation aspect of SOA". Service research challenges and solutions for the future internet. 339-372.

Hantry, F., M.P. Papazoglou, W. van den Heuvel, R. Haque, E. Whelan, N. Carroll, D. Karastoyanova, F. Leymann, C. Nikolaou, W. Lamersdorf, and M. Hacid. 2010. "Business Process Management," in Service Research Challenges and Solutions for the Future Internet S-Cube – Towards Engineering, Managing and Adapting Service-Based Systems, edited by M. Papazoglou, K. Pohl, M. Parkin, and A. Metzger. Berlin and Heidelberg, Germany: Springer-Verlag. 27-54.

HP ITSMRM. 2000. "HP IT Service Management Reference Model. Technical White Paper." Palo Alto, California, USA: Hewlett – Packard Company. Accessed September 2, 2011. Available: ftp://ftp.hp.com/pub/services/itsm/info/itsm_rmwp.pdf.

Luzeaux, D., and J.R. Ruault (eds.). 2010. Systems of Systems. New York, NY, USA: John Wiley & Sons.

Maglio, P., and J. Spohrer. 2008. "Fundamentals of Service Science." Journal of the Academy of Marketing Science. 36 (1): 18-20.

National Institute of Standard and Technology (NIST). 2010. NIST Framework and Roadmap for Smart Grid Interoperability Standards Release 1.0. Gaithersburg, MD, USA: Office of the National Coordinator for Smart Grid Interoperability, US Department of Commerce. Accessed September 2, 2011. Available: http://www.nist.gov/smartgrid/upload/FinalSGDoc2010019-corr010411-2.pdf.

OASIS. 2007. "Web Services Business Process Execution Language Version 2.0." Organization for Advancement of Structured Information Standards (OASIS) Standard. Accessed September 2, 2011. Available: http://docs.oasis-open.org/webcgm/v2.0/OS/webcgm-v2.0.pdf.

OGC (Office of Government Commerce). 2009. ITIL Lifecycle Publication Suite Books. London, UK: The Stationery Office.

Papazoglou, M., K. Pohl, M. Parkin, and A. Metzger. 1998. "Service Research Challenges and Solutions for the Future Internet," in Service Research Challenges and Solutions for the Future Internet S-Cube – Towards Engineering, Managing and Adapting Service-Based Systems. Berlin and Heidelberg, Germany: Springer-Verlag.

TOGAF. 2009. "The Open Group Architecture Framework," version 9. The Open Architecture Group. Accessed September 2, 2011. Available: http://www.opengroup.org/togaf.

Zachman, J. 2003. "The Zachman Framework for Enterprise Architecture: Primer for Enterprise Engineering and Manufacturing." Accessed September 2, 2011. Available: http://www.zachmanframeworkassociates.com/index.php/ebook.

Primary References

Chang, C.M. 2010. Service Systems Management and Engineering: Creating Strategic Differentiation and Operational Excellence. New York, NY, USA: John Wiley & Sons, Inc.

Erl, T. 2008. SOA Principles of Service Design. Boston, MA, USA: Prentice Hall, Pearson Education.

Hantry, F., M.P. Papazoglou, W. van den Heuvel, R. Haque, E. Whelan, N. Carroll, D. Karastoyanova, F. Leymann, C. Nikolaou, W. Lamersdorf, and M. Hacid. 2010. "Business Process Management," in Service Research Challenges and Solutions for the Future Internet S-Cube – Towards Engineering, Managing and Adapting Service-Based Systems, edited by M. Papazoglou, K. Pohl, M. Parkin, and A. Metzger. Berlin and Heidelberg, Germany: Springer-Verlag. p. 27-54.

National Institute of Standard and Technology (NIST). 2010. NIST Framework and Roadmap for Smart Grid Interoperability Standards Release 1.0. Gaithersburg, MD, USA: Office of the National Coordinator for Smart Grid Interoperability, US Department of Commerce. Accessed September 2, 2011. Available: http://www.nist.gov/smartgrid/upload/FinalSGDoc2010019-corr010411-2.pdf.

Additional References

None.


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