Abstract
Service selection is the first step in customer life cycle management where services are selected to meet a customer’s goals or objectives, personalised to the circumstances of the customer. The aim of this paper is twofold: (1) to develop concepts and algorithms for goal-directed service selection; and (2) to compare and reconcile our goal-directed approach with a service-oriented approach. The proposed goal-directed service selection algorithm is based on a goal-directed domain description that represents the customer objectives and the business processes. We use service component architectures with formalised contractual service process definitions as a software engineering approach to architectural design and realisation of service-oriented architectures (SOA). The comparison aims to understand the relationship between and benefits of a goal-directed approach and a service oriented approach . We use case studies from two complex customer care management domains to demonstrate the concepts. The implemented algorithms are tested in a health care case study.
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Wickramasinghe, K., Georgeff, M., Schmidt, H., Thomas, I., Guttmann, C. (2012). Goal-Directed Approach for Process Specification and Service Selection in Customer Life Cycle Management. In: Fischer, K., Müller, J.P., Levy, R. (eds) Agent-Based Technologies and Applications for Enterprise Interoperability. ATOP ATOP 2009 2010. Lecture Notes in Business Information Processing, vol 98. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-28563-9_9
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DOI: https://doi.org/10.1007/978-3-642-28563-9_9
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