Gesellschaft für Informatik e.V.

Lecture Notes in Informatics

Information Systems Technology and its Applications, International Conference ISTA'2001, June 13-15, 2001, Kharkiv, Ukraine, Proceedings. P-02, 261-272 (2001).

GI, Gesellschaft für Informatik, Bonn


Mikhail Godlevsky (ed.), Heinrich C. Mayr (ed.)

Copyright © GI, Gesellschaft für Informatik, Bonn


Modeling serviceflow

Ralf Klischewski and Ingrid Wetzel


As e-business is invading the service industry and the public sector, there is a need for a service-flow management of those processes, which consist of a sequence of interrelated sub-services. Making use of the potentials of internet applications, service-flow management aims at providing these service in an efficient manner, at improving customer relationship management in the field of tension between routine and situated/personalized service provision, and at providing flexible IT support for service providers and/or clients at each service point. Based on object oriented, workflow and user oriented modeling techniques, we model service-flow patterns by identifying sequences of service points, each capturing the specific service tasks and their respective preand post-conditions from the provider's point of view. This service-flow modeling approach may be supported by the modeling tools Visio$\textregistered $and Process@Work. We present some results from two cases of service-flow modeling, each with a short case description and a discussion of the models' application for technical and orga nizational development.

Full Text: PDF

GI, Gesellschaft für Informatik, Bonn
ISBN 3-88579-331-8

Last changed 04.10.2013 17:52:22