Service Engineering reference model

Wherever you find people at work, you will find new ideas constantly being created. But how to turn a good idea into a successful new service?

The development of services has some requirements on companies. They must take into consideration both technical tasks (e.g. data transfer and analysis) as well as organisational and personnel aspects (e.g. design of the service processes and training of service employees). This results in a complexity which is very often underestimated by the company. In order to efficiently and successfully carry out the development work, it is useful to follow a clearly structured process from the beginning on. In doing so, we also speak about so-called reference models, that is a defined determination of development tasks and their sequence.

In principle, through a clear structuring of the development it should be avoided that the individual working steps are coincidental, that double work has being done and that former errors have been repeated. Furthermore, a defined development process for services increases the transparency of the tasks and responsibilities. Within the European project T-REX a reference model for Service Engineering has been developed that is divided into five different stages.

                                                                        Figure: Reference model

Within T-REX project this reference model was backed up with a comprehensive guideline and a set of corresponding templates that can be used by practitioners now.