The Basics and Applications of Service Modeling

Even though the necessity of service modeling is widely acknowledged, there is neither a unique and comprising approach nor a sound standard for the precise modeling of services. Our work analyses existing modeling approaches and main literature sources in the domain of service science. Based on this analysis, a so-called meta-model is presented that comprises the necessary aspects for creating service models. Such models can subsequently be used for IT-based analysis, optimization and simulation. Our theoretical findings were applied to different use cases, such as portfolio structuring or service standardization. Our work can be seen as a compendium of existing modeling approaches in the domain of service science and it therefore provides a starting point for further efforts in the domain of service modeling.