Mobile Service Business Patterns

Utilizing mobile applications in the area of industrial field service promises several benefits, especially improved process support due to a tight integration of mobile workers and tailored information support. In this paper, we describe four mobile service business patterns derived from two industrial case studies. The first case study deals with the seamless integration of service engineers, while the second one is related to support knowledge intensive service processes and the involved participants. The determined patterns foster various aspects, such as the integration of third-party partners, structured communication between mobile workers and back office, offline processing capabilities, and tailored information support.