A Formal Model of Service Delivery

Guruduth Banavar, Alan Hartman, Lakshmish Ramaswamy, Anatoly Zherebtsov

Research output: Chapter in Book/Report/Conference proceedingChapterpeer-review


We define a service deliveryservice deliverysystem as a set of interacting entities that are involved in the delivery of one or more business services. A service operating system manages the processes and resources within a service delivery systemdelivery system. This paper develops a formal model for these concepts, with the goal of clearly and precisely describing the delivery behavior of service systemsservice system. The model lays the groundwork for reasoning about the scenarios that occur in service delivery. We evaluate the model by capturing the structure and behavior of some realistic service delivery systems -- a credit card service, a hospital, an IT problem service and a hotel reception desk --- and reason about key performance indicators.
Original languageEnglish
Title of host publicationHandbook of Service Science
EditorsPaul P. Maglio, Cheryl A. Kieliszewski, James C. Spohrer
Place of PublicationBoston, MA
PublisherSpringer US
Number of pages27
ISBN (Print)978-1-4419-1628-0
StatePublished - 2010


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