A Formal Model of Service Delivery

  • Guruduth Banavar
  • Alan Hartman
  • Lakshmish Ramaswamy
  • Anatoly Zherebtsov
Part of the Service Science: Research and Innovations in the Service Economy book series (SSRI)


We define a service delivery system as a set of interacting entities that are involved in the delivery of one or more business services. A service operating system manages the processes and resources within a service delivery system . This paper develops a formal model for these concepts, with the goal of clearly and precisely describing the delivery behavior of service systems . The model lays the groundwork for reasoning about the scenarios that occur in service delivery. We evaluate the model by capturing the structure and behavior of some realistic service delivery systems – a credit card service, a hospital, an IT problem service and a hotel reception desk — and reason about key performance indicators.


Service Provider Service Delivery Credit Card Service Request Service Process 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.


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Copyright information

© Springer Science+Business Media, LLC 2010

Authors and Affiliations

  • Guruduth Banavar
    • 1
  • Alan Hartman
    • 1
  • Lakshmish Ramaswamy
    • 2
  • Anatoly Zherebtsov
    • 3
  1. 1.IBM Research - IndiaBangaloreIndia
  2. 2.Computer ScienceUniversity of GeorgiaAthensUSA
  3. 3.XJ TechnologiesSt. PetersburgRussia

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