A Layered Service Process Model for Managing Variation and Change in Service Provider Operations.

Heiko Ludwig Kamal Bhattacharya Thomas Setzer

Published in: WISE (2007)

Keyphrases

service providers
process model
web services
process mining
business processes
service quality
business process
cloud computing
end users
service provision
software process
event logs
petri net
service requests
incident management
service offerings
data mining services
workflow management systems