A Framework for Extensible Collaborative Asset-based Service Engagement

Service engagement is defined as the process that service providers use to interact with the clients to identify the clients´ needs and define scope as well as potential solutions of the services that will lead to the signing of the service contracts between the clients and the service providers. The current service engagement is usually a labor-intensive practice and depends heavily on the collective skills of the engagement teams. These issues make the service engagements less efficient and affordable, especially for small and medium clients. In this paper, we propose a novel service engagement model, viz., extensible collaborative asset-based service engagement (eCASE), which is characterized by the systematic acquisition and reuse of service knowledge and extensive usage of collaboration technologies. The main objectives of the proposed eCASE model are to improve the service providers´ overall efficiencies by reducing the dependencies on highly-skilled resources and their physical presences in the engagement process.