Resilience and Elasticity for Continuous Service-Based Processes in Pandemic Ages

Abstract

COVID-19 turns service-based business continuity into a hot issue, due to the survival of enterprises under long-tailed changes of business caused by various abnormal socio-economic events and disruptions. We analyze how current techniques enable small and medium enterprises (SMEs) to be resilient and elastic. From observations of service disruptions during COVID-19 and problems with current technologies for resilience and elasticity, we recommend addressing resilience and elasticity requirements through contextual service information and hybrid services coordination programming and serving.

Intelligent Process Automation and Business Continuity: Areas for Future Research

“…The interaction between humans and the automation aspects of BP is also a concern, and guidelines are necessary to regulate these new activities and avoid negative impacts due to neglect or misuse of the technology. Automation projects are not just limited to changing processes and technology, since this necessarily entails fundamental changes in terms of human resources, involving updated skills and responsibilities to respond to new challenges [42,48,97,131,136,148,175,202,231,[294][295][296]. The initial incorporation of these initiatives, together with a properly organized change management program, is of paramount importance to addressing and embracing the human side of the digital modernization initiative.…”

“…However, the phenomena that lead to disruptions are very complex and non-linear and no satisfactory model has yet been developed to avoid them or predict when they will occur and what kind of impacts they will cause. For this reason, the ML and AI techniques associated with RPA/IPA have begun to be widely used in recent years [8,10,26,85,104,115,131,145,148,152,176,201,204,215,217,260,272,278,290,295,299,304,311,312,314,325,[329][330][331][352][353][354][355][356][357].…”

“…• Optimizing resource management using automation and predictive analytics to determine where technicians and maintenance personnel should be deployed; • Enabling rapid business DT with adaptable and resilient business models to enhance relationships with customers, and ensure they benefit from greater value in the process outsourcing services provided, through deeper collaboration and co-innovation [51, 85,100,194,262,268,269,279,280,295,306,307,310,314,[326][327][328][329][330][331][332][333][334][335][336].…”