e<sup>3</sup>service: An Ontological Approach for Deriving Multi-supplier IT-Service? Bundles from Consumer Needs
Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008) (2008)
Waikoloa, Big Island, Hawaii
Jan. 7, 2008 to Jan. 10, 2008
IT-services should not only be considered from a tech- nical perspective, but should also be seen as commercial services that satisfy a consumer need. Examples include well-known services such as Internet access or content pro- visioning services. Typically, to satisfy a consumer need, a bundle of elementary services is required. In such a bun- dle, each elementary service can be offered by a different supplier. A key problem is then how to actually find service- bundles that satify consumer needs as close as possible. Be- cause IT-service bundles can be automatically provisioned online immediately after ordering, finding a service bundle satisfying a need should preferably also happen automati- cally. To this end, we propose the e3service ontology, which offers constructs from service marketing, but in a computa- tional way, such that automated reasoning support can be developed to match consumer needs with IT-services. This paper presents the e3service ontology and explains it by a case from the telecom industry.
J. Gordijn and S. d. Kinderen, "e<sup>3</sup>service: An Ontological Approach for Deriving Multi-supplier IT-Service? Bundles from Consumer Needs," Proceedings of the 41st Annual Hawaii International Conference on System Sciences (HICSS 2008)(HICSS), Waikoloa, Big Island, Hawaii, 2008, pp. 318.