@inproceedings{19607, abstract = {{Modern services consist of modular, interconnected components, e.g., microservices forming a service mesh. To dynamically adjust to ever-changing service demands, service components have to be instantiated on nodes across the network. Incoming flows requesting a service then need to be routed through the deployed instances while considering node and link capacities. Ultimately, the goal is to maximize the successfully served flows and Quality of Service (QoS) through online service coordination. Current approaches for service coordination are usually centralized, assuming up-to-date global knowledge and making global decisions for all nodes in the network. Such global knowledge and centralized decisions are not realistic in practical large-scale networks. To solve this problem, we propose two algorithms for fully distributed service coordination. The proposed algorithms can be executed individually at each node in parallel and require only very limited global knowledge. We compare and evaluate both algorithms with a state-of-the-art centralized approach in extensive simulations on a large-scale, real-world network topology. Our results indicate that the two algorithms can compete with centralized approaches in terms of solution quality but require less global knowledge and are magnitudes faster (more than 100x).}}, author = {{Schneider, Stefan Balthasar and Klenner, Lars Dietrich and Karl, Holger}}, booktitle = {{IEEE International Conference on Network and Service Management (CNSM)}}, keywords = {{distributed management, service coordination, network coordination, nfv, softwarization, orchestration}}, publisher = {{IEEE}}, title = {{{Every Node for Itself: Fully Distributed Service Coordination}}}, year = {{2020}}, } @inproceedings{19609, abstract = {{Modern services comprise interconnected components, e.g., microservices in a service mesh, that can scale and run on multiple nodes across the network on demand. To process incoming traffic, service components have to be instantiated and traffic assigned to these instances, taking capacities and changing demands into account. This challenge is usually solved with custom approaches designed by experts. While this typically works well for the considered scenario, the models often rely on unrealistic assumptions or on knowledge that is not available in practice (e.g., a priori knowledge). We propose a novel deep reinforcement learning approach that learns how to best coordinate services and is geared towards realistic assumptions. It interacts with the network and relies on available, possibly delayed monitoring information. Rather than defining a complex model or an algorithm how to achieve an objective, our model-free approach adapts to various objectives and traffic patterns. An agent is trained offline without expert knowledge and then applied online with minimal overhead. Compared to a state-of-the-art heuristic, it significantly improves flow throughput and overall network utility on real-world network topologies and traffic traces. It also learns to optimize different objectives, generalizes to scenarios with unseen, stochastic traffic patterns, and scales to large real-world networks.}}, author = {{Schneider, Stefan Balthasar and Manzoor, Adnan and Qarawlus, Haydar and Schellenberg, Rafael and Karl, Holger and Khalili, Ramin and Hecker, Artur}}, booktitle = {{IEEE International Conference on Network and Service Management (CNSM)}}, keywords = {{self-driving networks, self-learning, network coordination, service coordination, reinforcement learning, deep learning, nfv}}, publisher = {{IEEE}}, title = {{{Self-Driving Network and Service Coordination Using Deep Reinforcement Learning}}}, year = {{2020}}, } @article{20363, abstract = {{Die Verfügbarkeit von Daten aus dem Betrieb hat durch die Einführung von vernetzten intelligenten Fertigungssystemen (cyber-physische Systeme) stark zugenommen. Hieraus eröffnen sich Erfolg versprechende Möglichkeiten für Smart Services und damit verbundene neue Geschäftsfelder. Voraussetzung für den Eintritt in ein neues Geschäft mit Smart Services ist eine fundierte Geschäftsstrategie. Wir zeigen die zentralen Gestaltungsfelder von Smart Service-Strategien auf und erläutern, wie sechs von uns ermittelte Normstrategien bei der Formulierung einer attraktiven Strategie helfen können.}}, author = {{Koldewey, Christian and Frank, Maximilian and Gausemeier, Jürgen and Bäsecke, Alexander and Reinhold, Jannik and Dumitrescu, Roman}}, journal = {{ZWF Zeitschrift für wirtschaftliche Fabrikplanung}}, keywords = {{Smart Service, Digitalisierung, Industrie 4.0}}, number = {{7-8}}, pages = {{524--528}}, publisher = {{Hanser}}, title = {{{Systematische Entwicklung von Normstrategien für Smart Services}}}, doi = {{10.3139/104.112297}}, volume = {{115}}, year = {{2020}}, } @inbook{20365, abstract = {{Today’s manufacturing industry is confronted with fundamental changes in value creation. The tension between the two megatrends of digitization and servitization leads to new hybrid market offerings, so-called smart services. Corresponding business models and value networks fundamentally differ from traditional ones. Developing smart services requires an advanced management of business models and new competences in young disciplines, while their provision requires new internal and external organizational structures or processes. To strengthen their competitive position, manufacturing companies need to extend their business model portfolios and adapt their value networks. However, the highly complex transformation of value creation especially challenges small and medium-sized companies due to limited competences and resources. They must consider opening their boundaries and collaborating with partners. In this chapter, we introduce a basic framework for designing smart services and present a methodology for the planning of a smart service business integrating external partners. The methodology is structured into five phases: Examination of smart service portfolio, analysis of business models and environment, business model portfolio planning, competence identification and analysis, and value creation planning. The methodology is explained by an example on cable marker printers.}}, author = {{Koldewey, Christian and Reinhold, Jannik and Dumitrescu, Roman}}, booktitle = {{Managing Digital Open Innovation}}, editor = {{Barlatier, Pierre-Jean and Mention, Anne-Laure}}, isbn = {{978-981-121-923-8}}, keywords = {{Smart Service, Digitalisierung, Industrie 4.0}}, pages = {{255--298}}, publisher = {{World Scientific Publishing Company}}, title = {{{Planning a Smart Service Business Integrating External Partners}}}, doi = {{10.1142/9789811219238_0010}}, volume = {{Volume 5}}, year = {{2020}}, } @article{33299, abstract = {{The aim of this study was to find out whether teaching how to search for literature would be more beneficial to students and teachers if done online through short videos rather than in person during course time. To find out whether online videos are more beneficial, two courses were asked to fill in questionnaires, one at the beginning and one at the end of the semester. One of the courses received the input online via videos and were given an exercise to put the newly learned skills to use, the other course served as a control group and learned how to search for literature during the course. The results show that while the difference between the two groups is not significant, the videos can still be regarded as being more beneficial than teaching the necessary skills during course time.}}, author = {{Hahn, Charlotte Anna}}, issn = {{ISSN 2199-8825}}, journal = {{die hochschullehre}}, keywords = {{E-Learning, information competence, literature, library, research}}, number = {{6}}, title = {{{Informationskompetenz durch E-Learning? Durch Lernvideos nach Literatur suchen}}}, year = {{2020}}, } @inproceedings{9708, abstract = {{Increased interconnectedness of multiple actors and digital resources in service eco-systems offer new opportunities for service innovation. In digitally transforming eco-systems, organizations need to explore and exploit innovation simultaneously, which is defined as ambidexterity. However, research on ambidextrous service innovation is scarce. We provide a systematic literature review based on the concepts of ambidexterity, offering two contributions. First, research strands are disconnected, emphasizing either exploration or exploitation of service innovation, despite an organizations’ need to accelerate innovation cycles of exploring and exploiting services. Second, a new framework for ambidextrous service innovation is provided, inspired by the dynamism and generative mechanisms of the ontologically related concept of organizational routines. The framework adopts the perspective of a mutually constitutive relationship between exploring new and exploiting current resources, activities, and knowledge. The findings remedy the scattered literature through a coherent perspective on service innovation that responds to organizations’ needs and guides future research.}}, author = {{Wolf, Verena}}, booktitle = {{Proceedings of the 14th International Conference on Wirtschaftsinformatik}}, keywords = {{Exploration, Exploitation, Service Innovation, Organizational Routines, Ambidexterity}}, location = {{Siegen, Germany}}, title = {{{Ambidexterity in Service Innovation Research: A Systematic Literature Review}}}, year = {{2019}}, } @inproceedings{9809, abstract = {{Remarkable advantages of Containers (CNs) over Virtual Machines (VMs) such as lower overhead and faster startup has gained the attention of Communication Service Providers (CSPs) as using CNs for providing Virtual Network Functions (VNFs) can save costs while increasing the service agility. However, as it is not feasible to realise all types of VNFs in CNs, the coexistence of VMs and CNs is proposed. To put VMs and CNs together, an orchestration framework that can chain services across distributed and heterogeneous domains is required. To this end, we implemented a framework by extending and consolidating state-of-the-art tools and technologies originated from Network Function Virtualization (NFV), Software-defined Networking (SDN) and cloud computing environments. This framework chains services provisioned across Kubernetes and OpenStack domains. During the demo, we deploy a service consist of CN- and VM-based VNFs to demonstrate different features provided by our framework.}}, author = {{Razzaghi Kouchaksaraei, Hadi and Karl, Holger}}, booktitle = {{13th ACM International Conference on Distributed and Event-based Systems}}, keywords = {{Network Function Virtualization, Software-defined Networking, Cloud Computing, service orchestration, OpenStack, Kubernetes}}, location = {{Darmstadt}}, title = {{{Service Function Chaining Across OpenStack and Kubernetes Domains}}}, doi = {{10.1145/3328905.3332505}}, year = {{2019}}, } @inproceedings{15368, abstract = {{Service Level Agreements are essential tools enabling clients and telco operators to specify required quality of service. The 5GTANGO NFV platform enables SLAs through policies and custom service lifecycle management components. This allows the operator to trigger certain lifecycle management events for a service, and the network service developer to define how to execute such events (e.g., how to scale). In this demo we will demonstrate this unique 5GTANGO concept using an elastic proxy service supported by a high availability SLA enforced through a range of traffic regimes.}}, author = {{Soenen, Thomas and Vicens, Felipe and Bonnet, José and Parada, Carlos and Kapassa, Evgenia and Touloupou, Marious and Fotopulou, Eleni and Zafeiropoulos, Anastasios and Pol, Ana and Kolometsos, Stavros and Xilouris, George and Alemany, Pol and Vilalta, Ricard and Trakadas, Panos and Karkazis, Panos and Peuster, Manuel and Tavernier, Wouter}}, booktitle = {{2019 IFIP/IEEE Symposium on Integrated Network and Service Management (IM)}}, issn = {{1573-0077}}, keywords = {{5G mobile communication, contracts, quality of service, telecommunication traffic, virtualisation, custom service lifecycle management components, lifecycle management events, network service developer, elastic proxy service, SLA-controlled proxy service, customisable MANO, operator policies, Service Level Agreements, unique 5G TANGO concept, 5G TANGO NFV platform, quality of service, traffic regimes, high availability SLA, Monitoring, Probes, Portals, Quality of service, Tools, Servers, Graphical user interfaces}}, location = {{Arlington, VA, USA, USA}}, pages = {{707--708}}, title = {{{SLA-controlled Proxy Service Through Customisable MANO Supporting Operator Policies}}}, year = {{2019}}, } @article{4684, abstract = {{Recent years have seen the emergence of physical products that are digitally networked with other products and with information systems to enable complex business scenarios in manufacturing, mobility, or healthcare. These “smart products”, which enable the co-creation of “smart service” that is based on monitoring, optimization, remote control, and autonomous adaptation of products, profoundly transform service systems into what we call “smart service systems”. In a multi-method study that includes conceptual research and qualitative data from in-depth interviews, we conceptualize “smart service” and “smart service systems” based on using smart products as boundary objects that integrate service consumers’ and service providers’ resources and activities. Smart products allow both actors to retrieve and to analyze aggregated field evidence and to adapt service systems based on contextual data. We discuss the implications that the introduction of smart service systems have for foundational concepts of service science and conclude that smart service systems are characterized by technology-mediated, continuous, and routinized interactions.}}, author = {{Beverungen, Daniel and Müller, Oliver and Matzner, Martin and Mendling, Jan and vom Brocke, Jan}}, issn = {{14228890}}, journal = {{Electronic Markets}}, keywords = {{Boundary object, Internet of things, Service science, Smart products, Smart service}}, pages = {{7--18}}, publisher = {{SpringerNature}}, title = {{{Conceptualizing smart service systems}}}, doi = {{10.1007/s12525-017-0270-5}}, volume = {{29}}, year = {{2019}}, } @article{3516, abstract = {{Triadic service relationships comprise complex relationships in which not only the customer and provider are involved as partners but also other individuals with caregiving relationships with the customer. A triadic constellation may arise in the context of services for animal companions, for example, when veterinarians provide counsel and treatment to the animal companion and its owner. Through interviews with both owners of animal companions and providers of services for animal companions, this study explores typical constellations and characteristics of the three relationships in this service triad. In line with balance theory, the results show that four distinct types of triadic relationships exist in services for animal companions: the harmonious, the dysfunctional, the challenging, and the doubtful triad. The study highlights the potential conflicts and dynamics in the triads to advise providers on how to address customers depending on the types of triads to which they belong.}}, author = {{Rötzmeier-Keuper, Julia and Hendricks, Jennifer and Wünderlich, Nancy and Schmitz, Gertrud}}, journal = {{Journal of Business Research}}, keywords = {{Triadic relationships, Balance theory, Pet-related services, Animal companions, Service relationship typology, Service triads}}, number = {{85}}, pages = {{295----303}}, publisher = {{Elsevier}}, title = {{{Triadic relationships in the context of services for animal companions}}}, year = {{2018}}, } @inbook{4338, abstract = {{Physician review websites are known around the world. Patients review the subjectively experienced quality of medical services supplied to them and publish an overall rating on the Internet, where quantitative grades and qualitative texts come together. On the one hand, these new possibilities reduce the imbalance of power between health care providers and patients, but on the other hand, they can also damage the usually very intimate relationship between health care providers and patients. Review websites must meet these requirements with a high level of responsibility and service quality. In this paper, we look at the situation in Lithuania: Especially, we are interested in the available possibilities of evaluation and interaction, and the quality of a particular review website measured against the available data. We thereby identify quality weaknesses and lay the foundation for future research.}}, author = {{Bäumer, Frederik Simon and Kersting, Joschka and Kuršelis, Vytautas and Geierhos, Michaela}}, booktitle = {{Communications in Computer and Information Science}}, editor = {{Damaševičius, Robertas and Vasiljevienė, Giedrė}}, isbn = {{9783319999715}}, issn = {{1865-0929}}, keywords = {{Lithuanian physician review websites, Medical service ratings}}, location = {{Vilnius, Lithuania}}, pages = {{43--58}}, publisher = {{Springer}}, title = {{{Rate Your Physician: Findings from a Lithuanian Physician Rating Website}}}, doi = {{10.1007/978-3-319-99972-2_4}}, volume = {{920}}, year = {{2018}}, } @article{4516, abstract = {{Although many methods have been proposed for engineering service systems and customer solutions, most of these approaches give little consideration to recombinant service innovation. Recombinant innovation refers to reusing and integrating resources that were previously unconnected. In an age of networked products and data, we can expect that many service innovations will be based on adding, dissociating, and associating existing value propositions by accessing internal and external resources instead of designing them from scratch. The purpose of this paper is to identify if current service engineering approaches account for the mechanisms of recombinant innovation and to design a method for recombinant service systems engineering. In a conceptual analysis of 24 service engineering methods, the study identified that most methods (1) focus on designing value propositions instead of service systems, (2) view service independent of physical goods, (3) are either linear or iterative instead of agile, and (4) do not sufficiently address the mechanisms of recombinant innovation. The paper discusses how these deficiencies can be remedied and designs a revised service systems engineering approach that reorganizes service engineering processes according to four design principles. The method is demonstrated with the recombinant design of a service system for predictive maintenance of agricultural machines.}}, author = {{Beverungen, Daniel and Lüttenberg, Hedda and Wolf, Verena}}, issn = {{2363-7005}}, journal = {{Business & Information Systems Engineering}}, keywords = {{Service engineering, Recombinant innovation, (Product-)service system, Design science research, New service development}}, number = {{5}}, pages = {{377--391}}, publisher = {{SpringerNature}}, title = {{{Recombinant Service Systems Engineering}}}, doi = {{10.1007/s12599-018-0526-4}}, volume = {{60}}, year = {{2018}}, } @inproceedings{2860, abstract = {{Although many methods have been proposed for engineering services and customer solutions, most of these approaches give little consideration to recombinant service innovation. In an age of smart products and smart data, we can, however, expect that many of future service innovations need to be based on adding, transferring, dissociating, and associating existing value propositions. The purpose of this paper is to outline what properties constitute recombinant service innovation and to identify if current service engineering approaches fulfill these properties. Based on a conceptual in-depth analysis of 24 service engineering methods, we identify that most methods focus on designing value propositions instead of service systems, view service independent of physical goods, are linear or iterative, and incompletely address the mechanisms of recombinant innovation. We discuss how these deficiencies can be remedied and propose a first conceptual model of a revised se rvice system engineering approach.}}, author = {{Beverungen, Daniel and Lüttenberg, Hedda and Wolf, Verena}}, booktitle = {{Proceedings der 13. Internationalen Tagung Wirtschaftsinformatik (WI 2017)}}, editor = {{Leimeister, Jan Marco and Brenner, Walter}}, keywords = {{Service engineering, recombinant innovation, (product - )service system, literature analysis, new service development}}, location = {{St. Gallen, Switzerland}}, pages = {{136--150}}, title = {{{Recombinant Service System Engineering}}}, year = {{2017}}, } @article{3490, abstract = {{Digital interactions among businesses and consumers through powerful information systems and omnipresent connected devices establish today’s networked society. In this light, Service Science continues to take root as a research discipline that focuses on the integration of (digital) resources by service providers and service customers for value co-creation in service systems. Rapid advances in information technology allow for designing novel information systems that enable entirely new configurations of service systems. In turn, Service Science also leaves its mark on the design, adoption, and use of information systems and technology. With this special issue, we compile a set of timely papers that investigate selected facets of the complex interplay between information technology, information systems, and Service Science to design innovative IT artifacts for smart service. This editorial opens this special issue by elaborating on our understanding of smart service.