Internet-Based Self-Services: From Analysis and Design to Deployment

Abstract

Many worldwide economies have moved away from manufacturing and became service-oriented. As a consequence, research on Internet-based Self-Services (ISS) will foster the uptake of service exports and trading since they can replace many face-to-face interactions and make service transactions more accurate, convenient and faster. Currently, ISS are poorly supported since they are created using generic software techniques and development methods. Systematic methods are needed and must go beyond service design, a well established research area, to account also for service analysis, implementation, and deployment. In this paper, we explore a systematic development approach, called SEASIDE, based on four scientific advances: enterprise architectures (EA), model-driven developments (MDD), model-view-controller pattern (MVC), and platform as a service (PaaS). By selecting the Incident Management service from the Information Technology Infrastructure Library, we have evaluated our approach. Our research indicates that the proposed method enables to focus on the business and design side of services, and reduce development time and costs.

Modeling Service Relationships for Service Networks

“…For example, an airline service is an aggregation of security, check-in, catering, handling, and cleaning services. Another example from the SaaS arena is the Internet self-service named IT Incident Management Service (ITIMS) adapted from ITIL best practices and described in [23]. The service is an aggregation which relies on three SaaS components to operate: the platform provider Heroku.com, the database provider MongoDB.com, and the email gateway provider McAfee.com.…”