Serviceology-as-a-Service: a Knowledge-Centric Interpretation

The paper proposes a knowledge-centric interpretation of the notion of Serviceology, as well as technical means of making this interpretation operational. On a theoretical level, the proposal mixes principles from the disciplines of Knowledge Management, Conceptual Modelling, Service Science and Artificial Intelligence in order to articulate a notion of Serviceology in the sense of “service knowledge”, then to deploy this knowledge “as-a-service” through conceptual modelling and knowledge graph distribution platforms. The goal is to establish a service management support framework, labelled here as SERVaaS (Servicelogy-as-a-Service), based on hybrid systems that maintain both human-oriented and machine-oriented representations of service knowledge. The human-oriented representations are enabled by agile, domain-specific service modelling methods, whereas the machine-oriented representations rely on distributed graph databases exposing knowledge graphs through RESTful APIs. The proposal is based on practical project experience, aiming towards the demonstration of enterprise semantics-awareness in information systems.

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