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P177 - INFORMATIK 2010 - Business Process and Service Science - Proceedings of ISSS and BPSC

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  • Konferenzbeitrag
    Case study on extending Internet of services techniques to real-world services
    (INFORMATIK 2010 – Business Process and Service Science – Proceedings of ISSS and BPSC, 2010) Spillner, Josef; Kursawe, Ronny; Schill, Alexander
    The Internet of Services promotes distributable, composable and tradeable services as first-class entities. Such services are assumed to encompass the full range from electronic web services to conventional business services. However, research and development of service models and platforms to realise the Internet of Services vision has largely been concentrating on pure technical services. In this case study, we have applied modelling and registration techniques to existing business services with none or few technical components. We outline the results of suitability and acceptance aspects and include an evaluation of the new Unified Service Description Language (USDL) compared to the Web Services Modelling Language (WSML) in the context of real-world service representation.
  • Konferenzbeitrag
    Can tweets, pokes and wikis improve global software services?
    (INFORMATIK 2010 – Business Process and Service Science – Proceedings of ISSS and BPSC, 2010) Martignoni, Robert; Stimmer, Jörg
    Social media sites are driving the development of the Internet. A detailed analysis of social media sites on a category level, revealed four key mechanisms. These are social context, content relevance, ease-of-use, and centralization of functions. The management of Global Software Services is increasingly supported by tools along the service life-cycle. It is argued these tools could be improved by systematically addressing the four key mechanisms. The implementation of these key areas is described and discussed in detail. The advantages and disadvantages are elaborated. The result of this contribution is that tools for GSS could significantly benefit from embedding socio-semantic elements.
  • Konferenzbeitrag
    Optimization of service delivery through continual process improvement: A case study
    (INFORMATIK 2010 – Business Process and Service Science – Proceedings of ISSS and BPSC, 2010) Gerke, Kerstin; Petruch, Konstantin; Tamm, Gerrit
    In order to deliver services of high quality in a cost-effective manner, processes and their support through information technology (IT) play an increasingly significant role. We present an approach, which allows optimizing the service delivery through continual process improvement. This approach combines the 7-step improvement process recommended by ITIL with process mining. On the basis of suggestions derived from process mining, performance indicators of different services are determined and subsequently compared as part of an internal benchmark. The approach, which will be trialed in practice, enables the optimization of service delivery certainly, but it is also concerned with the most effective utilization of limited resources in terms of people and tools.
  • Konferenzbeitrag
    Service-oriented supply chain event management – A case study from the fashion industry
    (INFORMATIK 2010 – Business Process and Service Science – Proceedings of ISSS and BPSC, 2010) Troeger, Ralph; Alt, Rainer
    Service-oriented architectures (SOA) are spreading in many organizations and aim at enhancing efficiency, agility, and productivity of business processes. Standardization and modularity enable the networking of applicationbased business functionalities especially in inter-organizational settings. This research analyzes the potentials of SOA in the domain of supply chain management (SCM), in particular supply chain event management (SCEM). Among the findings is that SCEM applications focus on specific functionalities and that integration of multiple application is required to support the entire SCEM process. Based on a systematic methodology, the key services required for SCEM are identified also using a case study from the fashion industry.
  • Konferenzbeitrag
    Service catalogue and service sourcing
    (INFORMATIK 2010 – Business Process and Service Science – Proceedings of ISSS and BPSC, 2010) Pfitzinger, Bernd; Bley, Holger; Jestädt, Thomas
    Service management organizations and processes increasingly become standardized and even certified according to ISO/IEC 20000-1, creating detailed knowledge of the IT services rendered. The description of the services in a service catalogue needs to be enhanced beyond the components of IT services to include all contributing organizational units and business processes. An integrated model of the service catalogue is developed, visualized in a novel way and exemplarily applied to a large service provider. Finally, its usage for balanced sourcing decisions is discussed.
  • Konferenzbeitrag
    The nature of knowledge-intensive person-oriented services – Challenges for leveraging service engineering potentials
    (INFORMATIK 2010 – Business Process and Service Science – Proceedings of ISSS and BPSC, 2010) Menschner, Philipp; Hartmann, Marco; Leimeister, Jan Marco
    Knowledge-intensive person-oriented services (KIPOS) are predominately existent in sectors such as health care, home care or education. They are of high economic relevance in terms of market size and growth. Yet they are laggards in terms of leveraging typical service engineering potentials as applying (partial) automation, process standardization or customer integration techniques, since the most value creating activities in service provision are bound to persons or personal knowledge. In this paper, we first analyze existing typologies from literature and derive a characteristic profile of KIPOS. Next to this, we present specific challenges for KIPOS engineering derived from qualitative interviews with service providers and observations. Our results can serve as an input for developing service engineering methods for KIPOS.
  • Konferenzbeitrag
    Fostering the virtualization of service processes and touch points – Identification and documentation of E-Service potential in retail networks
    (INFORMATIK 2010 – Business Process and Service Science – Proceedings of ISSS and BPSC, 2010) Becker, Jörg; Beverungen, Daniel; Knackstedt, Ralf; Winkelmann, Axel
    Offering business services is widely considered a means for superior value creation. Increasing research activities in the emerging disciplines of Service Sciences and Service Science Management and Engineering (SSME) can be ascertained. Even so, the integration of service processes and their virtualization with suitable IT artifacts is seldom focused in SSME. Building on the Process Virtualization Theory (PVT), we propose ways to assess and document the eligibility of service processes and-on a more detailed level-of the activities that need to be virtualized among the stakeholders. On a process level, central questions are derived from the PVT. On an activity level, an extended service blueprinting notation is derived and conceptualized in a language-oriented meta model. We demonstrate the usability of our approach with an exemplary service process from the retail sector. Since the retail sector is quite mature, the concepts to be used there might also be reused in other service settings.
  • Konferenzbeitrag
    On the notion of context for business process use
    (INFORMATIK 2010 – Business Process and Service Science – Proceedings of ISSS and BPSC, 2010) Kröschel, Ivonne
    In today's distributed and dynamic business environment companies and their business processes are frequently subject to changes, requiring the ability to continuously evolve business processes in a flexible and dynamic way according to changing external conditions. Taking flexibility as the ability to react to changes by adaptation, it appears appropriate to take the environment, where a change occurs, into account when designing business processes. We propose that the notion of context is key for achieving this objective. Based on a multiperspective analysis we derive a conceptualization of context for business process use that may help to improve the understanding of the notion of context for its integration in BPM.
  • Konferenzbeitrag
    Crossing the chasm between the real world and business process management
    (INFORMATIK 2010 – Business Process and Service Science – Proceedings of ISSS and BPSC, 2010) Schief, Markus; Schmidt, Benedikt
    While agility is a core challenge in todays competitive business, softwarebased business process modeling and execution approaches often refer to strict and inflexible formalization. Complementary, we propose an extension of the business process model by integrating information from the Internet of Things to increase flexibility. Along with orchestration tools and knowledge worker support, new dimensions within the data and the business process model are supposed to significantly improve business process management.