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Service specification and service compliance: How to consider the responsibility dimension?

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Journal of Service Science Research

Abstract

Service engineering is a huge research topic that addresses the specification, the compliance and the sharing of business and IT services across companies, institutions or governmental organizations. Despite many advantages of working with the services, the guarantee of service compliance and management of the service overlaps by the stakeholders remains challenging. The objective of this document is to present a methodological approach in order to specify the links between the organizational layer and the informational layer of services. Therefore our research has focused on clarifying the responsibility dimension of the stakeholders involved in those services. The proposed approach is illustrated with an example in the context of sensitive data exchange between stakeholders from the healthcare domain.

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Correspondence to Abdelaziz Khadraoui.

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Dr Abdelaziz Khadraoui is a senior researcher at the University of Geneva. He is undertaking teaching and research activities since 2003, at the Institute of Services Science. Dr Khadraoui’s research relates to the engineering of IT-based services with a specific focus on the engineering of e-government services and information systems. He frequently collaborates on IT projects with the Geneva administration. He is member of several international conference committees. He is author or co-author of several contributions and publications in the field of e-government services and institutional information systems engineering.

Christophe Feltus is graduated as an Electromechanics Engineer from the Institut Supérieur Industriel des Art et Métiers Pierrard (Belgium). He worked for several years in private companies as: Production Head at Pfizer SA in Jette, Project Coordinator at Nizet Entreprise in Louvain-la-Neuve, and Assessor for the Civil Belgium Aviation Administration in Brussels, Belgium. He joined the Centre de Recherche Public Henri Tudor in the Grand-Duchy of Luxembourg in 1999 to work in the field of Service Science and Innovation. There he has taken part in a projects related to IT security, IT governance and business IT/alignment and has developed the responsibility modeling theory.

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Khadraoui, A., Feltus, C. Service specification and service compliance: How to consider the responsibility dimension?. J Serv Sci Res 4, 123–142 (2012). https://doi.org/10.1007/s12927-012-0005-2

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  • DOI: https://doi.org/10.1007/s12927-012-0005-2

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