Generic service information system architecture — A reference model based approach for evaluating information systems in industrial service

The service business for industrial plants poses challenges, which require the use of appropriate service information systems. In order to support the user in an optimal way during service execution the system developer needs to know these challenges to determine and prioritize requirements and thus to plan innovation of the product systematically. This article introduces a generic service information system architecture which allows the mapping of challenges in industrial service business to specific components of industrial service information systems. The evaluation of information systems regarding the support they offer in industrial service business is thereby objectified significantly, which can help system suppliers to identify future requirements and potential for innovation.