Model-based dependency analysis in service delivery process management

Abstract

Build up well-defined and optimized service process is the key to deliver good service quality and service satisfaction. An effective method of dependency analysis in the service delivery process is the core to construct an optimized process. However, with increasingly complicated services, there is the large amount of the tasks elements with extreme complex dependency in the service process. Under this situation, set up correct relationship among tasks becomes time consuming and error prone. In this paper, we propose a model-based dependency analysis to automatically build up the dependency relationship among tasks in the service delivery process. It addresses the problem in analyzing dependency firstly and our approach is given. Based on the dependency analysis, we also propose several advanced analysis features on the process to guide user to optimize the process via reducing the process cost. Also a tool adopting our approach has been implemented and introduced. Based on the tool, a case study about the test service delivery process is illustrated to show the results. © 2010 IEEE.