CCSDS Space Communication Cross Support Service Management

The research proposes a simulation model combined with smart optimizer based on Artificial Intelligence techniques, in order to support service and maintenance of pools within Complex Systems, such as power plants or vessel/aircraft fleet. The authors propose an innovative methodology allowing the evaluation and the optimization of service and maintenance policies in order to improve inventory management and scheduling operations within complex systems. This methodology is based on the development of a simulator combined with an intelligent optimizer. The authors proposed a new metrics to evaluate the real performance of pool service management of the whole complex system and support the optimization processes.

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Knowledge Asymmetries and Service Management: Three Case Studies

Journal of Information & Knowledge Management ◽

10.1142/s0219649218500247 ◽

2018 ◽

Vol 17 (03) ◽

pp. 1850024 ◽

Cited By ~ 1

Author(s):

John N. Walsh ◽

Jamie O’Brien

Keyword(s):

Information Systems ◽

Case Studies ◽

Service Provider ◽

Multinational Firms ◽

Service Management ◽

Support Service ◽

Service Firms ◽

Client Participation ◽

Knowledge Intensive ◽

Service Interactions

The purpose of this paper is to investigate how information systems are used by knowledge-intensive service firms and identify their effects on client–provider interactions. The paper uses data from case studies of service-related departments of three multinational firms. We identified several broad trends present in all three case companies. The required degree of knowledge specialisation, coupled with the ability to leverage knowledge created during service interactions resulted in high degrees of knowledge asymmetries between service provider and clients, which led to clients becoming the recipients of knowledge rather than co-creators. Differences between the cases related to the varying degrees to which information systems had been used to support service interactions. We therefore provide a model that outlines three key phases of activity. Individualisation involves the categorisation and location of tacit knowledge. This was followed by the codification and leveraging of service interactions through standardisation. Finally, the ability to provide alternative, more customised services, was achieved through modularisation. Increasing levels of specialisation of labour resulted in increasing knowledge asymmetries between service provider and client, reducing the need for client participation and co-production. Firms progress through three stages of development using information systems to support leveraging knowledge required for service delivery. The findings are based on case studies of departments within three multinational firms and would benefit from further empirical testing. The paper contributes to the existing literature in several ways. It focusses specifically on knowledge-intensive service firms, where labour is highly specialised. It gives information systems an explicit and significant role in examining how service elements may be leveraged. Finally, it outlines an exploratory model for managing this process.

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Service management platform to support service migrations for IoT smart city applications

2017 IEEE 28th Annual International Symposium on Personal, Indoor, and Mobile Radio Communications (PIMRC) ◽

10.1109/pimrc.2017.8292690 ◽

2017 ◽

Cited By ~ 4

Author(s):

Kai Kientopf ◽

Saleem Raza ◽

Simon Lansing ◽

Mesut Gunes

Keyword(s):

Smart City ◽

Service Management ◽

Support Service ◽

Management Platform ◽

Service Management Platform

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The Opportunities of Using Business Models in Service Management - A Review and Classification of Business Model Artefacts

Journal of Service Management Research ◽

10.15358/2511-8676-2019-4-184 ◽

2019 ◽

Vol 3 (4) ◽

pp. 184-194

Author(s):

Dominik Augenstein

Keyword(s):

Business Model ◽

Service Management ◽

Business Models ◽

Support Service ◽

Theory And Practice ◽

Tool Support ◽

Future Research ◽

Comprehensive Overview ◽

Management Tools ◽

Model Research

Through increased globalization and fast changing customer demands companies need to adapt their service management constantly. Business model approaches can provide a suitable base to comprehend the service management of a company. However, existing knowledge about the business model artefacts and the possibilities in service management is very diffuse. With this work, we want to shed light on the state-of-the-art of business model research with a specific focus on the different possibilities for a use in service management. We perform a systematic literature review and present a comprehensive overview of different existing business model artefacts including constructs, models, methods and instantiations. This can be possibly used to support service management and for future research this field. This demands requirements of suitable tool support from theory and practice both. It furthermore strengthens the relation between business modeling and service management. Overall, this research should strengthen the awareness of using the available business model capabilities for service management in order to create powerful management tools.

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