The Deep Structure of Service Management

Abstract

This paper presents a new approach for the management and engineering of IT-enabled services. Based on the analysis of several real world application scenarios, we propose a "deep structure" for IT- enabled service management. We introduce the concept of a business artifact in defining this deep structure. We leverage this deep structure in conjunction with representational state transfer (REST) to design and build a platform for service management. Our approach radically simplifies the management and engineering of IT-enabled services and provides a highly flexible and end-user configurable system for service management.