A Formal Model of Service Delivery

Guruduth Banavar; Alan Hartman; Lakshmish Ramaswamy; Anatoly Zherebtsov

doi:10.1007/978-1-4419-1628-0_21

A Formal Model of Service Delivery

Guruduth Banavar, Alan Hartman, Lakshmish Ramaswamy, Anatoly Zherebtsov

Department of Information Systems

Research output: Chapter in Book/Report/Conference proceeding › Chapter › peer-review

Abstract

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 language	English
Title of host publication	Handbook of Service Science
Editors	Paul P. Maglio, Cheryl A. Kieliszewski, James C. Spohrer
Place of Publication	Boston, MA
Publisher	Springer US
Pages	481-507
Number of pages	27
ISBN (Print)	978-1-4419-1628-0
DOIs	https://doi.org/10.1007/978-1-4419-1628-0_21
State	Published - 2010

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10.1007/978-1-4419-1628-0_21

https://doi.org/10.1007/978-1-4419-1628-0_21

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title = "A Formal Model of Service Delivery",

abstract = "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.",

author = "Guruduth Banavar and Alan Hartman and Lakshmish Ramaswamy and Anatoly Zherebtsov",

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T1 - A Formal Model of Service Delivery

AU - Banavar, Guruduth

AU - Hartman, Alan

AU - Ramaswamy, Lakshmish

AU - Zherebtsov, Anatoly

PY - 2010

Y1 - 2010

N2 - 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.

AB - 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.

U2 - 10.1007/978-1-4419-1628-0_21

DO - 10.1007/978-1-4419-1628-0_21

M3 - Chapter

SN - 978-1-4419-1628-0

SP - 481

EP - 507

BT - Handbook of Service Science

A2 - Maglio, Paul P.

A2 - Kieliszewski, Cheryl A.

A2 - Spohrer, James C.

PB - Springer US

CY - Boston, MA

ER -

A Formal Model of Service Delivery

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