A Visual Language for the Modelling of Service Delivery Processes to Support Business Processes Management

Abstract

Business process management aims to align the business processes of an organisation with customers’ needs. Such alignment is of particular importance for services and requires a good understanding of the interactions among the actors involved. Although several process modelling languages and a service design technique called ‘service blueprint’ provide good support for modelling of service delivery processes, the actual execution of service and networked interactions among actors seem to have not been sufficiently considered. To overcome these limitations, we developed the Service Journey Modelling Language. Each version of the language has been evaluated, and the results were used as input for the next version. Results from our case studies show that our language might supplement the management of business processes for services by aligning business processes with customer perspectives and by supporting depiction of the actual service journeys with networked interactions of involved actors using appropriate visual representations.