Available online at www.sciencedirect.

com

Procedia Computer Science 16 (2013) 678 – 687

Conference on Syst
Eds.: C.J.J. Paredis, C. Bishop, D. Bodner, Georgia Institute of Technology, Atlanta, GA, March 19-22, 2013.

Service Systems Engineering Applications

Amit J Lopes and Ricardo Pineda*
Research Institute for Manufacturing and Engineering Systems and
Industrial Manufacturing and Systems Engineering Department
The University of Texas at El Paso

Abstract

The rapid growth in the global service economy has greatly increased research in Service Science and Service Systems
Engineering (SSE). In Service Systems practice, the service value chain in terms of links among system entities is defined to co-
create value and deliver high quality of service. A Service System is thus defined by its value co-creation chain in which all
relevant stakeholders collaborate dynamically in real time or near-real time to deliver high quality service according to the
business, service, and customer goals. This paper illustrates how SSE can help define, and discover relationships among Service
System entities and addresses the service-oriented, customer-centric, holistic systems view in order to plan, design, adapt or self-
adapt to co-create value. Modern service systems, which may be classified as system of systems (SoS), mandate well-defined
integration and governance to link service system entities for the real-time dynamic analysis of ever-changing requirements
within a Service System. In this paper, SSE concepts and methodologies are applied across various SSE stages to describe an
intelligent emergency transportation system and a near real-time dynamic Smart Grid service system. Additionally, issues which
need to be addressed within SSE methodologies for global deployment of efficient world-wide service systems are discussed.
Finally, future work required for improving current SSE methodologies and help steer research towards achieving global service
effectiveness is discussed.

© 2013 The
The Authors.
Authors. Published
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B.V. Open access under CC BY-NC-ND license.
Selection
Selection and/or
and/or peer-review
peer-reviewunder
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GeorgiaInstitute
InstituteofofTechnology.
Technology

Keywords: service science, service systems engineering, service systems

1. Introduction

The 21st century technology-intensive global services economy, characterized as -driven, customer
centric, e-oriented, and productivity-focused", requires trans-disciplinary collaborations among society, science,
enterprises, and engineering [1]. The top sub-sectors in the global service economy include real estate, financial,
healthcare, energy, education, legal, banking, insurance, and investment. Several researchers are utilizing a socio-
economic and technological perspective to investigate end-user (customer) interactions with enterprises by
developing formal methodologies for value co-creation and productivity improvements. These methodologies have
evolved into Service Systems Engineering (SSE) which mandates a disciplined and systemic approach (service

* Corresponding author. Tel.: 001-915-747-6971; fax: 001-915-747-7184.

E-mail address: [email protected].

1877-0509 © 2013 The Authors. Published by Elsevier B.V. Open access under CC BY-NC-ND license.
Selection and/or peer-review under responsibility of Georgia Institute of Technology
doi:10.1016/j.procs.2013.01.071
 Amit J Lopes and Ricardo Pineda / Procedia Computer Science 16 (2013) 678 – 687 679

oriented customer-centric) among different stakeholders and resources in the design and delivery of the service to
help customize and personalize service transactions to meet particular customer needs [2, 3, 4, 5]. To achieve
customization of individual customer-centric services and assure quality and timely delivery, significant back-stage
support (e.g., business processes, governance processes, IT, knowledge management, forecasting, logistics,
distribution, etc.) is required. Thus service value co-creation is realized by creating links among the system entities,
where all relevant stakeholders collaborate to deliver consistently high quality service in real time or near-real time
according to the business, service, and customer goals, using advances in IT and decision support systems [6].
Service system can be viewed as a system of systems (SoS), where individual, heterogeneous, functional systems
are linked together to realize new features/functionalities of a meta-system and to improve robustness, lower cost,
and increase reliability. The evolution toward SoS thinking is driven by the need to analyze, design, implement
modern large complex systems which, in most cases, are composed of independently developed, operated and
Nanayakkara et al. (2010) provide a good overview
on the theoretical (open systems approach, SoS architecture, knowledge and behavior emergence, etc.) and
implementation issues in SoS and present current research carried out to address these issues [7]. Pineda (2010)
demonstrated the inadequacy of current methods, processes and tools (MPTs) in Systems Engineering and presented
the need to expand on a Multi-attribute design approach which when applied optimally may lead to the
understanding and embodiment of a Complex Engineered SoS framework to realize intended SoS [8]. Sheard and
Mostashari classified the different complexities in SoSs (structural, dynamic, socio-political) to help align different
levels of complexities in engineered systems to appropriate development management processes [9]. Dagli and
Ergin (2009) presented a list of attributes (evolutionary, unexpected changes, patterns etc.) required by a system to
transition from a SoS to a complex SoS [10]. For service systems, understanding the integration needs among
different systems and system entities and defining the information flows required for the governance, operations,
administration, management and provisioning (OAM&P) of the service present major challenges in the definition,
design, implementation and lifecycle management (including the disposal and evolution of constituent service
system entities) of services [11]. Cloutier et al. (2009) presented the importance of Network Centric Systems (NCS)
for dynamically binding different system entities in engineered systems rapidly to realize a more adaptive SoS
which, in the case of service systems, is capable of knowledge emergence and real-time service discovery [12].
As most modern systems transition towards a SoS architecture, several businesses are incorporating the SoS
concepts and methodologies described above, for developing and co-creating applications, comprised of tangibles
and intangibles (activities), by flexibly linking loosely-coupled system entities, typically over NCS, to fulfill specific
customer requirements [13]. This concept has been made possible by the integrated access to people, media,
services, and things, which have enabled new styles of societal and economic interactions, at unprecedented scales,
flexibility, and quality. Consequently, modern service systems can now exploit the wisdom of crowds and allow for
mass collaboration and value co-creation [14]. Using this concept several researchers have concluded that even
manufacturing firms are more willing to produce "results," rather than solely products as specific artifacts by
collaborating with end users that can potentially help define such results [15, 16]. As a result, future end-to-end
digital manufacturing systems need to integrate fabrication technologies such as 3D printing with advanced design
software and image processing tools that will empower customers to utilize technological enhancement (virtual
simulators, network based manufacturing) to create their own products in real time or near-real time [17]. Tseng et
al. [17] proposed an Internet Based Enterprise (IBE) wide end-to-end digital manufacturing laboratory in a virtual
platform that integrates all technologies within additive manufacturing to create unique end-products in real time
capable of offering Manufacturing as a Service.
Additionally, Apple, Amazon, Facebook, Twitter, eBay, Google and other application service providers are
continually performing trade-offs between the business challenges enabled by network centric applications
convergence and customers (enterprise or consumer) demanding or co-creating new and more value-adding services.
This has mandated the inclusion of human-computer interactions (HCI) and behavioural science in modern service
systems to utilize social networking used to share unverified information via audio, messaging, video for designing
entirely new services tailored to customer preferences [18]. Although, IT is at the heart of any service business, to
fully realize future service systems, such as online manufacturing of goods with production/delivery right at the
customer premises, requires the development of run-time platforms that allow real time or near real time customer
service discovery and delivery [19]. As part of this effort, the service-centric systems engineering (ScSE)
consortium is applying well-defined service design process to Service Based Applications where design time and
680 Amit J Lopes and Ricardo Pineda / Procedia Computer Science 16 (2013) 678 – 687

run-time sub-processes interact in near-real time for the composition, provisioning, orchestration, and testing of
personalized services [20]. SSE utilizes these processes to help identify linkages among service entities that create
the value chain among new service opportunities, constraints, new technologies, interoperability standards, interface
agreements, and process development requirements required to realize potential future services [19]. This paper
discusses the effectiveness of applying SSE concepts and methodologies across various SSE stages to describe an
intelligent emergency transportation system and a near real-time dynamic Smart Grid service system.

2. Service System Engineering Core Concepts

2.1 Service Meta-Model

Spath and Fahnrich (2007) defined a service meta-model comprised of nine types of system entities, as shown in
Table 1, to help understand the business challenges mentioned above and create the service value chain among
relevant stakeholders to co-create value [21]:

Table 1. Service meta-model [21]

Entity Type Attributes
Customer Features, attitudes, preferences, requirements
Goals Business, service, customer
Inputs Physical, information, knowledge, constraints
Outputs Physical, information, knowledge, waste, customer satisfaction
Processes Service provision, service delivery, service operations, service support, customer
relationships, planning and control
Human Enablers service providers, support providers, management, owner organization, customer
Physical Enablers Enterprise, buildings, equipment, enabling technologies at Customer premises
(desktop 3D printers), furnishings, location, etc.
Informatics Enablers information, knowledge, methods, processes and tools (MPTs), decision support, skill
acquisition
Environment Political, economic, social, technological, environmental factors

Utilizing the various methodologies and models SSE helps describe the needs of the intended service including
customer requirements and the service value chain among service system entities to align business processes into
strategic capabilities that consistently provide superior value to the customer across a number of applications.
Spohrer (2011) proposed to categorize different service sectors into three types of Service Systems [22]:
Systems that focus on flow of things: transportation and supply chain, water and waste recycling, food
and products, energy and electric Grid, information/ICT & cloud
Systems that focus on Human Activities and Development: buildings and construction, retail and
hospitality / media and entertainment, banking and finance / business consulting, healthcare and family life,
education and work life / jobs and entrepreneurship
Systems that focus on Governing: city, state, nation

To illustrate these concepts examples of Smart Grid Energy Service System and Intelligent Emergency
Transportation System (IETS) are presented in section 3 with specific system entity types identified.

2.2. Service Systems Development Process (SSDP)

The Service Systems Development Process (SSDP) consists of several iterative life-cycle stages with required
inputs and expected outputs for each stage to help understand the activities required for realizing service systems.
The system engineering stages are expanded to adapt and improve systems engineering methodologies to address the
SOS nature of Service Systems. The stages of the SSDP listed in Figure 1 take an iterative approach to fully
understand the impact on enterprise capabilities, enterprise process, information Systems, technology, and customer
expectations [6]. The SSDP must take into consideration the alignment of several service system entities in all of its
stages to realize the overall end-to-end service system. A more extensive review of new service development is
presented by Lin and Hsieh [23]. The SSDP stages can help analyze the service systems from an end-to-end
 Amit J Lopes and Ricardo Pineda / Procedia Computer Science 16 (2013) 678 – 687 681

perspective and identify the required activities that need to be carried out for discovering and designing the potential
service system. During the service strategy phase new services are identified based on end user needs, mass
collaboration trends, technology trends, and/or enterprise strategies. The enterprise decides to pursue the
development of the selected service systems based on an extensive socio-techno-economic feasibility study. In the
service design and development phase the requirements are analyzed and the service system entities functions,
interfaces, interoperability among service system entities, and the service level agreements are identified. The
different service functions and service level requirements will be allocated to different service system entities by
modelling the service system under all possible operating conditions. Service integration, verification & validation
(IV&V) activities will ensure proper information exchange and interactions among service system entities to provide
the service continuously in a dynamic operating environment. During the service transition/deployment phase, the
service readiness level(s) is (are) analyzed using proper service testing methodologies to ensure proper insertion and
operation. Once the service is deployed it enters into the operations stage where the service is continuously
monitored to ensure customer satisfaction and service delivery according to contracted SLAs. Service Lifecycle
Management (LCM) methodologies such as continuous service improvement are utilized to analyze and set service
improvements, potential service enhancements and to identify new service concepts across all entity types. Service
LCM also includes strategies for replacement or disposal of the service/service entities, if applicable.

Service Need/ Strategy/

Concept: New service
identification, Feasibility
study, High level socio-
techno-economical analysis,
Market concept

Service Design &

Development:
Requirements analysis,
Service entities and linkages,
New service concepts, development, enhancement, etc?

Service modeling, Service

IV&V, Market development

Service Transition/
service delivery, customer oriented
Service product flexibility, dynamic
service realization, optimization of

Deployment: Service
prototyping, Service testing,
Service insertion plans,
Operational readiness

Service Operations:
Service marketing, Service
marketing.

Prototype analysis of rollout, Customer care,

alternatives, upgrade Service monitoring and
simulation environments, quality control, Service LCM,
dynamic service delivery etc.
strategies.
Continuous
Service
Customer interviews and questionnaires, Service Performance
Improvement assessment, Troubleshoot potential service issues, High quality
and reliability of system.
Figure 1. Service Systems Development Process [6]

3. Service Systems Examples

Using the service meta-model and the SSDP it is possible to analyze service needs, service interactions among
relevant entity types (e.g., people and enterprises) in different types of Service systems as described above. These
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service systems resulting from the real-time interaction of service system entities are made possible by emerging
technologies and enterprise processes that assist dynamic decision making, on-demand exchange of information,
data analytics, risk & conflict analysis, demand response, social networking, etc. allowing for better communications
and interactions at the operational, tactical and strategic level. In addition, governance (rules & regulations),
emerging process developments, and emerging social behavior might have a direct impact on human interactions,
organizational structures, and technology developments for future services. [6].
The service delivery may be contractual or mandatory and key contracted details of the service are specified
through SLAs. In addition to SLAs, the real time or near-real time service delivery depends on the comprehensive
and reliable monitoring of the service during operations, enabled by the network centricity to ensure end-to-end
service delivery. The service operations environment consists of dynamic selection of available resources based on
customer needs/preferences, on tracking pre/post service activities, on service continuity plans in case of service
contingency such as service resource failure and in many cases dictated by the environment (entity type) conditions
e.g., time, weather, regulations, etc. The following sections illustrate how the SSDP and the service meta-model
can be utilized along with advances in design & modeling, data analytics, control systems, conflict analysis, and
decision support systems to establish linkages among the service system entities.
Strategic directions, policies, and regulations of a nation, region, municipality, etc. drive the needs for new
services and associated service systems. Federal Emergency Management Agency (FEMA) and Renewable Energy
systems are prime examples of service system driven by government strategies.

3.1 Intelligent Emergency Transportation System (IETS)

An Intelligent Emergency Transportation System (IETS) can be realized by modeling the real-time interactions
of the various heterogeneous systems by understanding socio-economic states, utilizing technological advances, and
tailoring policy-making to better customer service quality [7]. The service goal in an IETS, shown in Figure 2, is to
provide safe evacuation and prompt medical care to the emergency victim(s).

CUSTOMERS INPUTS PROCESSES

Dispatch operations
Customer call Logistical procedures
State of mind provides Automated crash report Victim care strategies
Severity of injury
Public safety officer call Interoperability standards
Age, ethnicity, etc.
Dispatch Service Real-time coordination
between enablers & dispatch

affects accesses engages executes

OUTPUTS HUMAN ENABLERS

Intelligent Emergency
Rapid response personnel
realizes Transportation System utilizes
Safe customer (police, fire dept.,
Optimum resource use ambulance, helicopter)
Goals: Safe evacuation
Doctors, nurses, ED
and prompt medical care

monitors and
utilizes utilizes
analyzes

INFORMATICS ENABLERS
ENVIRONMENT PHYSICAL ENABLERS
Weather Wireless communications
Transport (helicopter,
Location Automobile navigation
ambulance)
Severity of crash systems & embedded
Care (hospital equipment)
Insurance sensors
Government Laws Geographical Information
Systems (GIS)
Cyber security protocols

Figure 2. Intelligent Emergency Transportation System (IETS)

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Typically, a traveler involved in an accident (customer) has certain attributes (mental state, age, severity of
injury). The IETS service can be requested through inputs provided via an emergency call placed to the dispatch
service by the customer, via an automated crash report feature, or via a public safety officer on location (on demand
exchange of information) [6]. The IETS then creates the service value chain, via linkages among the customer,
processes, and various human, physical, and informatics enablers, needed to provide desired service. After
effectively assessin inputs provided the IETS uses dispatch operations to
coordinate operational and logistical procedures in cooperation with all service system entities (demand response) to
execute proper victim care strategies. The IETS utilizes advances in communication and information systems as
well as advanced automotive navigation systems and sensors (informatics enablers), to access and analyze essential,
real-time data about the victim and their surrounding conditions. Spatial Decision Support Systems (SDSS) which
utilize Geographical Information Systems (GIS) technology to obtain and process spatial information such as
locations of landmarks, satellite images, and socio-economic information with spatial attributes etc. can help provide
real-time feedback on the service environment (weather, location, hazardous materials, multi-vehicle crashes, etc.)
and is critical when coordinating evacuations [24]. This information can be provided by efficient and reliable voice,
data, and video transmissions using wireless communications technology (informatics enabler). These live status
updates help the various human enablers (doctors, emergency department (ED)) and physical enablers (ambulance,
hospital) share critical information related to the nature of the emergency, the operational conditions of the
transportation facilities, and the location of emergency response resources to help communicate, adapt, and
coordinate operations and resources. The real-time coordination between enablers and dispatchers to implement
adaptive service strategies is enabled by advances in logistical and decision-making tools. Hence, in creating the
service value chain among system entities, the availability of real-time data about transportation conditions, coupled
with advanced decision-making tools, enables more effective responses and coordination of resources during
emergencies. In the case of an emergency situation, when the victim is in a continuously changing critical
condition, IETS identifies the appropriate response (risk & conflict analysis) and get the correct equipment (physical
enabler) such as a helicopter and emergency personnel (human enabler) to and from the scene quickly and safely,
thus co-creating service value in near-real time by aligning customer attributes to organizational processes through
various enablers (dynamic decision making).
In summary, proper utilization of the service meta-model and execution of SSDP steps can help create the
optimum service value chain among the service system entities with increased data accuracy and analysis, optimum
use of resources, and effective use of technology, resulting in a timely and quality service delivery process in
addition to cost savings. Additionally, the IETS highlights how humans, technology, and process can be integrated
to create greater situational awareness and more enhanced response to identify and utilize the appropriate equipment
due to pre-planned management resulting in a more efficient response to the victim at the right time and ensuring
patient safety and well-being (output) [25]. The above example demonstrates that service systems can be viewed as
knowledge-intensive SoS that have well defined linkages (including access rights) and relationships among different
system entities resulting in real-time or near real-time service systems interactions (value chain) for timely and
quality service delivery. In a globally interconnected world with educated and technology savvy consumers the
services networks created by the interaction of the service systems will be accessible from anywhere, anytime, by
anyone with the proper access rights [26]. Although much criticized in recent years, FEMA is an example of an
Enterprise that integrates internal and external resources (including partnerships) to provide real-time services to
achieve rescue mission requirements. FEMA resources include personnel and organizations, Regional Offices and
Disaster Field Offices (DFOs), IT resources and services, corporations, other Federal agencies and their resources,
and state and local governments. FEMA facilitates and utilizes partnerships and associations with voluntary
organizations, security and Critical Infrastructure Protection (CIP) resources and measures, telecommunications and
networking resources, and other resources that can be impressed into service in the event of a national emergency
[27].

3.2 Smart Grid as a Service (SGaaS)

According to the National Institute of Standard and Technology (NIST) Framework and Roadmap for Smart
Grid Interoperability Standards, the Energy Independence and Security Act (EISA) designated the development of a
Smart Grid as a national policy goal, and specified a flexible, uniform and technology neutral interoperability
framework that can
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incorporation of new, innovative Smart Grid technologies, such as distributed renewable energy resources and
energy storage [28]. Modern power systems are large-scale, complex dynamical systems comprising of many
diverse systems spread across large geographical areas. -grids which supply reliable electrical energy
for a variety of customers require extensive real-time and dynamic monitoring and control of energy resources to
match energy generation to consumption [7]. The integration of renewable energy sources in legacy power grids to
dynamically manage changes in electricity demand patterns depends on the service provider and consumers ability
to adapt to real-time grid requirements without losing functionality or efficiency [29]. Livengood and Larson (2009)
utilizing
enabling technologies such as embedded sensors, automated metering and control, etc. to respond automatically to
utility-requested demand response signals based on SLAs between the utility and the consumer [29]. Thus a smart
energy service system (the Smart Grid) is a NCS heavily dependent on IP enabled layer for the exchange of
information among different domains (customer, service provider, operations, markets, generation, transmission and
distribution). Thus, the energy service delivery can be dynamically managed and remotely operated using different
support systems (e.g., stochastic dynamic programming frameworks that depict weather patterns and electricity
usage) to respond to ever-changing energy requirements [29].
In a SGaaS system, shown in Figure 3, the service goal is to provide energy on demand year-round while
utilizing renewable energy sources such as wind, solar etc. to reduce environmental impact of energy usage across
the globe.

CUSTOMERS INPUTS PROCESSES

Energy generation, Energy
Residential Customer demand distribution, and Energy storage
provides
Industrial Power outages Energy management
Critical service (hospital) Alternative energy sources Interoperability standards
Real-time coordination between
generation & distribution

affects accesses engages executes

OUTPUTS HUMAN ENABLERS

Smart Grid as a Service
System Network operations
realizes utilizes
On-demand energy personnel
Optimum resource use Goals: 24/7 energy and Customer service
reduce environmental Emergency personnel
impacts

monitors and
utilizes utilizes
analyzes

ENVIRONMENT INFORMATICS ENABLERS PHYSICAL ENABLERS

Wireless communications Energy generation sources
Weather Embedded sensors and Transmission lines
Market actuators Automated metering
Environmental issues Remote metering and devices
Government Regulations control
Cyber security protocols

Figure 3. Smart Grid as a Service (SGaaS) System

The SGaaS system consists of customers that could be residential, industry, or service providers which need
redundant energy sources in case of unexpected power outages. The SGaaS system receives various inputs
(dynamic demand changes, unexpected outages, renewable energy available for use) from these customers with
varying access rights (on-demand exchange of information). Based on these inputs and customer attributes, the
SGaaS system creates the service value chain that creates the linkages among the customers, energy management
 Amit J Lopes and Ricardo Pineda / Procedia Computer Science 16 (2013) 678 – 687 685

processes, and various service enablers (human, physical, and informatics). The SGaaS system then coordinates
energy generation and distribution strategies in cooperation within all service system entities in a dynamic
environment (weather, peak demand etc.). To achieve such demand-response strategies, the SGaaS system utilizes
advances in wireless communications (informatics enabler) to access and assess essential, real-time energy
consumption (data analytics) through embedded sensors and automated metering devices (physical enabler). The
access to real-time system performance can help the various human enablers (network operations personnel,
customer service personnel) and physical enablers (energy generation sources, transmission lines) share critical
information to help communicate, adapt, and coordinate service operations and energy resources to ensure prompt
demand-response. Additionally, in the case of an emergency power outage detected remotely or through customer
calls, the SGaaS system can perform real-time risk & conflict analysis to help identify the appropriate service
response. In such cases, an emergency energy management strategy (process), guides emergency service personnel
(human enabler) to revise energy generation and distribution strategies or activate energy backup and storage
systems to address the energy need resulting from the outage (dynamic decision making). The emergency personnel
utilize wireless communications, sensors and actuators, and remote metering and control systems to provide required
energy with minimal loss of functionalities thus co-creating service value in near-real time. The NIST reference
model [28] for identifying the interoperability standards and cyber security protocols can be utilized to develop
architectures for the SGaaS system. The NIST reference model aligns the strategic (organizational), informational
(business operations, data structures, information exchanges required among system entities) and technical needs
(data structures, system entities specifications, interoperability requirements, etc.) of the system. Thus the SGaaS
system in conjunction with an adaptive architecture framework based on the NIST reference model can help achieve
the required interoperability among interconnected service system entities. The SGaaS system utilizes technology
and process innovations that align customer inputs to service enablers using well defined and adaptive service
procedures to deliver quality and timely service delivery. This concept can provide a platform for an emerging and
innovative energy service development and delivery process using a well-managed, secure, and scalable network to
enable a dynamic market driven energy ecosystem [28]. For instance, Model Based Systems Engineering (MBSE)
methodologies have been utilized by the authors to model the Service ordering process to identify linkages among
system entities [30]. Cisco recently presented a white paper that presents the implementation of energy as a service.
Cisco demonstrated the utilization of innovative network-based tool to reduce energy costs by up to 33% and
illustrated how IP-enables energy management can optimize any organization s energy management strategies. [31]

4. Discussion

In summary, SSE methodologies can be utilized to discover, design, and develop service systems by identifying
linkages among system entities as illustrated by two service systems examples presented in this paper. The service
systems were analyzed as SoS and decomposed into clearly defined service system entities according to their
respective attributes. The SSDP can then help in identifying the list of activities that need to be carried out across
various lifecycle stages to potentially realize the service systems. The interactions among the various service system
entities are presented to highlight the interoperability agreements required among them for ensuring efficient service
delivery. This paper demonstrates the usefulness of SSE for defining required relationships among different service
system entities to address the service-oriented, customer-centric, holistic systems view to plan, design, adapt or self-
adapt to co-create value. Implementation of SSE methodologies requires a good understanding of cross disciplinary
issues to manage, communicate, plan, and organize service systems development and delivery of service taking into
account the customer focus and feedback to facilitate service innovation and quality service delivery.
policy, customs
regulations, export permits, local business practices, logistics, distribution, environmental conditions, etc. in a
dynamic service value chain. Service systems require near real-time system modifications/adaptations to create
dynamic frameworks aware of constantly changing operating environments and solicit customer feedback and input
for value co-creation. To achieve this, service systems need to transition from static design and development of
fragmented SoS networks and frameworks to more dynamic frameworks that unify the SoS networks for service
discovery and service composition in real time or near real time and allow service operations to optimize service
delivery in near real time. Such dynamic frameworks enable near real-time analysis of impacts of newly discovered
service on business processes, organizations and revenue for service composition/adaptation in run-time
686 Amit J Lopes and Ricardo Pineda / Procedia Computer Science 16 (2013) 678 – 687

environment [6]. Future research is needed to define such dynamic service configuration frameworks and
understand the implications of human behavior (Human-in the-loop), social aspects, governance processes, business
processes and Service Level Agreement (SLA) for the enterprise service system. The scalability of service systems
in atypical or drastic scenarios (hurricanes, tornadoes, etc.) needs to be understood prior to large scale deployment of
such service systems. Novel methodologies are also required to enable adaptation of requirements for new
technologies (robots, sensors, renewable energy, nanotechnologies, three dimensional printers, and implantable
medical devices) that will exchange information with the service system entities to enable dynamic creation of near-
real time service value chains.

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