Title :
An enterprise architecture approach to building a service-oriented enterprise
Author :
Chen, Minder ; Chi, Van-Ping Jeffery ; Li, Hsing-Chiu
Author_Institution :
Martin V. Smith Sch. of Bus. & Econ., California State Univ. Channel Islands, Camarillo, CA, USA
Abstract :
Several frameworks have been developed to assist the analysis of service management systems. However, most of these frameworks only capture limited aspects of a service-oriented enterprise. This paper first reviews several popular service management frameworks. An enterprise architecture approach that is commonly used in information systems planning has been adapted to integrate various service management frameworks and tools, as well as to support the planning and documentation of a service-oriented enterprise. The proposed service-oriented enterprise architecture (SOEA) includes the following aspects: service, process, people, information, and motivation. Each aspect can be viewed from a strategic, tactical, and operational level. The mapping of the conceptual constructs of existing service management frameworks to the proposed SOEA is discussed in detail.
Keywords :
business process re-engineering; information systems; planning (artificial intelligence); software architecture; information systems planning; service management systems; service-oriented enterprise architecture; Buildings; Customer relationship management; Customer satisfaction; Design methodology; Documentation; Enterprise resource planning; Information systems; Management information systems; Quality management; Service oriented architecture; Enterprise architecture; Service management frameworks; Service science; Service-oriented enterprise;
Conference_Titel :
Service Systems and Service Management, 2009. ICSSSM '09. 6th International Conference on
Conference_Location :
Xiamen
Print_ISBN :
978-1-4244-3661-3
Electronic_ISBN :
978-1-4244-3662-0
DOI :
10.1109/ICSSSM.2009.5174972
