Service management has been a hot topic in the research community for the last couple of years. However, due to the complexity of this research area, no commonly accepted definition of the terms service, service management, and the associated management tasks has evolved yet. This paper contributes to the ongoing process of defining these terms by proposing a top-down oriented and systematic methodology that is used to analyze and identify the necessary actors and the corresponding inter-and intra-organizational relationships. Then, a generic service model is introduced that defines commonly needed servicerelated terms, concepts and structuring rules in a general and unambiguous way. Since most of the work that is being presented here is still in flux, the service model is finally used to identify and structure open research questions.
Abstract. Ubiquitous environments facilitate the collection of information pieces from sensors, databases, or mobile devices in order to compose the context of entities like users, places, or things. The context obtained in this way can be used to automatically adapt the behavior of services, which results in the new paradigm of context-aware services (CASs). In recent years, a lot of research has covered the functional aspects of CASs. However, CASs in ubiquitous environments impose new management challenges, which has not been considered so far. The goal of this paper is to identify new challenges on CAS management and thus to provide a roadmap for further research in this area.
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