Advances in Service Systems Engineering: a...

Department of Automatic Control and Systems Engineering

University Politehnica of Bucharest

Advances in Service Systems Engineering:

a Modelling and Simulation Approach

Habilitation Thesis

Monica Drăgoicea

May 30, 2016

2

Contents

Thesis style and contents

Application context

Development context

A synthesis of the main contributions

Research roadmap – progress beyond the state-of-the-art

Conclusions

3

Main research topics keywords and time frames:

1993 - 2006: artificial intelligence, neural networks, mobile robotics, intelligent control systems applied in

mobile robotics;

2007 - 2010: real-time systems, model-driven development, requirements engineering, object-oriented

analysis and design;

2010 - 2014: Service Science, service systems, service innovation;

2014 - ...: service systems engineering, smart service design, modelling and simulation based systems

engineering (M&SBSE), agent technology and smart service design, smart transportation systems

4

R&D Topics:

Service Systems

Object Oriented Analysis and Design

Model Driven Development

Fuzzy systems

Mobile Robotics->

Multiagent Systems

Neural Networks

Projects and Grants:

Grant

DAAD

1993 1994 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019 2020

Service design - Resource Allocation

Service Systems Modelling

Intelligent Control

Systems

Real-Time Systems and Programming

Service Science (SSME) & Service Innovation

Smart Transportation & Intelligent Transport Systems

RD2-1.Evolution of the STSE process towards a full

development methodology

RD2-2. Computational justice for service systems

modelling

RD3. Resource allocation in service delivery

RD1-1.Agent technology in smart transport systems

design

RD1-2. Artificial Transportation Systems and

"Serious Games“

Multiagent Systems

Expert Systems with Applications,

Simulation: Transactions of the

Society for Modeling and Simulation

International , Journal of Enviromental

Engineering and Management,

International Journal of Artificial

Intelligence, Springer, …

PhD "Contributions

to the Design of

Adaptive

Control Systems

Using Neural

Techniques""

CRIS Project

2010-2011

Grant

CNCSIS AT

Grant

IBM

Faculty Contract CEEX

INSEED Project

2011 - 2013

Ris10

[BDI],

Ris11

[BDI],

Ris12

[BDI],

Rio1,

Vi8,

Vi9, Vn5

Ris5 [BDI],

Ris7 [BDI],

Ris10

[BDI],

Vis20, Vi5

Ris5 [BDI],

Vis16

[WOS:0002759

66900014],

Vis19 [BDI],

Vi4, Vi5, Vi6

Research activity: 2010 - present

Domain: Systems Engineering

a personal research domain:

Service Systems Engineering: a Modelling

and Simulation Approach

Aim:

engineering of IT-based smart customer-centric

services

Keywords for this thesis:

service systems

service innovation

service systems engineering

modelling

simulation

multi-agent systems

socio-technical description in service systems

5

Thesis style – cumulative

Monica Drăgoicea, João Falcão e Cunha, M. Patrascu: Self-organizing socio-technical description in service systems for

supporting smart user decisions in public transport. Expert Systems with Applications, Vol. 42, Issues 17-18, Pages 6329-

6341, October 2015

Monica Drăgoicea, Th. Borangiu, I. Voinescu: Service Interactions Modelling for Improved Management of Public

Transport Systems. SIMULATION: Transactions of The Society for Modeling and Simulation International, Vol. 92 no. 3,

pages 233-250, March 2016

Monica Drăgoicea, C. Chera, M. Patrascu: Value Co-Creation in a Virtual Smart Building Service Enterprise for Energy

Effciency and Economic Sustainability. Environmental Engineering and Management Journal, 14(5), Pages 1183-1194, May

2015

Monica Drăgoicea, D. Constantinescu, João Falcão e Cunha: Experience from a Modelling & Simulation Perspective in

Smart Transport Service Design and Development. In press, to be presented at IESS 1.6, 7th International Conference on

Exploring Services Science, Bucharest, Romania, May 2016

Th. Borangiu, V.E. Oltean, Monica Drăgoicea, João Falcão e Cunha, I. Iacob: Some Aspects Concerning a Generic Service

Process Model Building. In: Proceedings of the 5th International Conference on Exploring Service Science IESS 1.4, 5-7

February 2014, Geneva, Switzerland, LNBIP 169, M. Snene, M. Léonard (Eds.), Pages 1-16, Springer International

Publishing Switzerland, 2014

Monica Drăgoicea, Th. Borangiu, João Falcão e Cunha, V.E. Oltean, José Faria, St. Radulescu: Building an Extended

Ontological Perspective on Service Science. In: Proceedings of the 5th International Conference on Exploring Service

Science IESS 1.4, 5-7 February 2014, Geneva, Switzerland, LNBIP 169, M. Snene, M. Léonard (Eds.), Pages 17-30, Springer

International Publishing Switzerland, 2014

Monica Drăgoicea, L. Bucur, M. Patrascu,: A Service Oriented Simulation Architecture for Intelligent Building

Management. In: Proceedings of the 4th International Conference on Exploring Service Science 1.3, 7-8 February 2013,

Porto, Portugal, LNBIP 143, J.F. Cunha, M. Snene, and H. Nóvoa (Eds.), pages 14-28, Springer Verlag Berlin Heidelberg,

2013

6

Thesis style – cumulative

Th. Borangiu, Monica Drăgoicea, V.E. Oltean, I. Iacob: A Generic Service System Activity Model with Event-Driven

Operation Reconguring Capability. In: Springer book series "Studies in Computational Intelligence", book title "Service

Orientation in Holonic and Multi-Agent Manufacturing and Robotics", SCI 544, Th. Borangiu, D. Trentesaux, A. Thomas,

(Eds.), Pages 159-175, Springer International Publishing Switzerland, 2014

Monica Drăgoicea, Th. Borangiu: A Service Science Knowledge Environment in the Cloud. In: Springer book series "Studies

in Computational Intelligence", book title "Service Orientation in Holonic and Multi Agent Manufacturing and Robotics",

Th. Borangiu, A. Thomas, D. Trentesaux (Eds.), SCI 472, Pages 229-246, 2013

M. Patrascu, Monica Drăgoicea: Integrating Agents and Services for Control and Monitoring: Managing Emergencies in

Smart Buildings. In: Springer book series "Studies in Computational Intelligence", book title "Service Orientation in Holonic

and Multi-Agent Manufacturing and Robotics", SCI 544, Th. Borangiu, D. Trentesaux, A. Thomas (Eds.), Pages 209-224,

Springer International Publishing Switzerland, 2014

Monica Drăgoicea, M. Patrascu, G.A. Serea: Real Time Agent Based Simulation for Smart City Emergency Protocols.

Proceedings of ICSTCC 2014, 18th International Conference on System Theory, Control and Computing, 17-19 October

2014, Sinaia, Romania, 187-192, 2014

M. Patrascu, Monica Drăgoicea, A. Ion: Emergent Intelligence in Agents: a Scalable Architecture for Smart Cities.


2014, Sinaia, Romania, 181-186, 2014

Monica Drăgoicea, Th. Borangiu: Case Studies for Education in Robotics: From Serious Games to "Technology to Teach

Technology" Platforms. In: Advances in Robot Design and Intelligent Control, Proceedings of the 24th International

Conference on Robotics in Alpe-Adria-Danube Region (RAAD), Springer Book Series: Advances in Intelligent Systems and

Computing, Volume 371, Pages 245-253, 2015

7

Thesis contents

8

Thesis contents

9

Contributions to the new research domain

6 main directions:

1. Increasing the impact of research for exploring Service Science - the Service Science Knowledge

Environment

[23] Dragoicea, M., Borangiu, Th., Cunha, J.F., Oltean, V.E., Faria, J., Radulescu, St.: Building an Extended Ontological

Perspective on Service Science. In M. Snene, M. Leonard (Eds.), Exploring Services Science, 17-30, Springer International

Publishing (2014)

[117] Dragoicea, M., Borangiu, Th.: A Service Science Knowledge Environment in the Cloud. In: Springer book series "Studies in

Computational Intelligence", book title "Service Orientation in Holonic and Multi Agent Manufacturing and Robotics", Th.

Borangiu, A. Thomas, D. Trentesaux (Eds.), SCI 472, 229-246 (2013)

2. Socio-technical description in service systems

[54] Dragoicea, M., Cunha, J.F., Patrascu, M.: Self-organising socio-technical description in service systems for supporting smart

user decisions in public transport. Expert Systems with Applications, 42(17-18), 6329-6341 (2015)

3. Service-oriented design and service innovation

[135] Dragoicea, M., Chera, C., Patrascu, M.: Value Co-Creation in a Virtual Smart Building Service Enterprise for Energy

Efficiency and Economic Sustainability. Environmental Engineering and Management Journal, 14(5), 1183-1194 (2015)

[145] Dragoicea, M., Patrascu, M., Bucur, L.: Service Orientation for Intelligent Building Management: An IoS an IoT

Perspective, UNITE 2nd Doctoral Symposium R&D in Future Internet and Enterprise Interoperability, Sofia, Bulgaria, 79{86

(2012)

[146] Dragoicea, M., Bucur, L., Patrascu, M.: A Service Oriented Simulation Architecture for Intelligent Building Management,

In: Exploring Service Science, LNBIP 143, J.F. Cunha, M. Snene, H. Novoa (Eds.), Springer Berlin Heidelberg, 14-28 (2013)

10


4. A Modelling & Simulation perspective in smart service design



[130] Dragoicea, M., Constantinescu, D., Cunha, J.F.: Experience from a Modelling & Simulation Perspective in Smart Transport

Service Design and Development. In press, to be presented in IESS 1.6, 7th International Conference on Exploring Services

Science, 25-27 May 2016, Bucharest, Romania (2016), LNBIP 247, pp. 75–88, 2016. DOI: 10.1007/978-3-319-32689-4 6

5. Modelling value co-creation interactions in an activity-type service system

[28] Borangiu, Th., Dragoicea, M., Oltean, V.E., Iacob, I.: A Generic Service System Activity Model with Event-Driven Operation

Reconfiguring Capability. In Service Orientation in Holonic and Multi-Agent Manufacturing and Robotics, SCI 544, Th.

Borangiu, D. Trentesaux, A. Thomas, (Eds.), 159-175, Springer (2014)

[131] Dragoicea, M., Borangiu, Th., Voinescu, I.: Service Interactions Modelling for Improved Management of Public Transport

Systems. SIMULATION: Transactions of The Society for Modeling and Simulation International, Vol. 92 no. 3, pages 233-250,

March 2016

11


6. Agent-based simulation in service design

a. Simulating value co-creation interactions for customer experience integration in public transport

services

[54] Dragoicea, M., Cunha, J.F., Patrascu, M.: Self-organising socio-technical description in service systems for supporting

smart user decisions in public transport. Expert Systems with Applications, 42(17-18), 6329-6341 (2015)

b. Depicting value co-creation interactions in the SSyst type service system

[131] Dragoicea, M., Borangiu, Th., Voinescu, I.: Service Interactions Modelling for Improved Management of Public

Transport Systems. SIMULATION: Transactions of The Society for Modeling and Simulation International, Vol. 92 no. 3,

pages 233-250, March 2016

c. Integrating agents and services for control and monitoring

[147] Patrascu, M., Dragoicea, M.: Integrating Agents and Services for Control and Monitoring: Managing Emergencies in

Smart Buildings. In: Service Orientation in Holonic and Multi-Agent Manufacturing and Robotics, SCI 544, Borangiu Th.,

Trentesaux D., Thomas A. (Eds.), Springer, 209-224 (2014)

[148] Patrascu, M., Dragoicea, M.: Integrating Services and Agents for Control and Monitoring: A Smart Building

Perspective. Preprints of the International Workshop on "Service Orientation in Holonic and Multi Agent Manufacturing

and Robotics" SOHOMA13, Valenciennes, France, June 20-22, 167-180 (2013)

d. Agent based simulation to support IOC development for Smarter Cities

[133] Dragoicea, M., Patrascu, M., G.A. Serea: Real Time Agent Based Simulation for Smart City Emergency Protocols.


2014, Sinaia, Romania, 187-192 (2014)

[134] Patrascu, M., Dragoicea, M., A. Ion: Emergent Intelligence in Agents: a Scalable Architecture for Smart Cities.


2014, Sinaia, Romania, 181-186 (2014)

12

Application context – service economy

the service sector accounts now for over 70% of the activities and employment in the more

advanced economies, and has been growing in all countries

innovation in services is critical for sustainable societies

increasing support from information technologies in providing new services

service organizations are introducing today new business models - oriented towards the

service customer

service customer’s experience is supposed to be embedded in the new service offerings and enterprise

design through social computing and social software

the society - as a whole - is facing fundamental changes in the way its members interact with

the service organizations, make informed (smart) decisions, work, and access new service

offerings

a special approach to organize service systems activities in order to customize service offerings based

on the customers requirements

13

Application context - definitions

Service systems engineering (SSE)

(BKCASE def.): … a multidisciplinary approach to manage and design value co-creation of a service

system

It extends the holistic view of a system to a customer-centric, end-to-end view of service system

design.

Service systems engineers - the role of an integrator by considering the interface requirements

for the interoperability of service system entities, not only for technical integration, but also for

the processes and organization required for optimal customer experience during service

operations

SEBoK v. 1.5.1 released 18 December 2015 - BKCASE, Body of Knowledge and Curriculum to

Advance Systems Engineering,, http://www.bkcase.org/

http://sebokwiki.org/wiki/Service_Systems_Engineering

14

http://www.bkcase.org/

http://sebokwiki.org/wiki/Service_Systems_Engineering

Application context - definitions

Service systems engineering (SSE)

Why SSE is different?

emphasis on people and human behaviour

focus on Engineering (design, operations, problem solving) rather than on Business

emphasis on process over product

focus on customer interaction with service processes and systems

15

Development context:

INCOSE systems engineering vision for 2025:

the evolution of the systems engineering endeavours in a model-based or

model driven context

application domain: service systems engineering

MBSE: Model-Based Systems Engineering

a Systems Engineering paradigm, emphasizes the application of rigorous

visual modelling principles and best practices to Systems Engineering

activities such as requirements analysis, validation and verification; system

architecture specification, …

from traditional Systems Engineering processes that are document-based and

code-centric -> more effective processes that are requirements-driven and

architecture-centric

M&SBSE: Modelling and Simulation-Based Systems Engineering

supports an effective systems engineering process in which the model is still

central, but it reinforces that this model should be executable

therefore, besides centralising experiences and successful best practices in the

systems engineering endeavour, an M&SBSE process should naturally

integrate design options to validate design using an executable

representation of requirements

16 INCOSE: International Council on Systems Engineering, http://www.incose.org/

http://www.incose.org/

Main results

Socio-technical description in service systems

actual service systems can be described as complex socio-technical systems, integrating business

functions, technology and human resources, whose aim is the creation of value and benefit through

the generated services

[54] Monica Drăgoicea, João Falcão e Cunha, Monica Pătraşcu: Self-organising socio-technical description in service systems for

supporting smart user decisions in public transport. Expert Systems with Applications, 42(17-18), 6329-6341 (2015)

Highlights

Exploration to transpose service science principles to guide service systems design

Modelling of value co-creation service interactions embedding customer experience

Description of the Socio-Technical Systems Engineering (STSE) process

Exploratory case study of a real time information and travel planning service

Integration guidelines of the STSE process steps with Presage2 multi-agent platform

17

Main application driver – agent technology

Agent Directed Simulation initiative describes different forms of agent-related research,

expressing:

agent simulation - the use of simulation for agents

agent supported-simulation, and agent-based simulation - the use of agents for simulation

agent-based system modelling and simulation relates to understanding system response,

predicting behaviour and defining emergent behaviours

18

STSE: Socio-Technical Systems Engineering process

19

Dragoicea, M., Cunha, J.F., Patrascu, M.: Self-organising socio-technical description

in service systems for supporting smart user decisions in public transport. Expert

Systems with Applications, 42(17-18), 6329-6341 (2015)


20

Step 1 Step 2 Step 3 Step 4

STSE: Socio-

technical systems

engineering process

Output:

Social need

identification

Scenario

definition

Formal model

design

Agent based

operational

modelling

Requirements

document

Use case

model

Agent based

architectural model

Agent based

implementation

model (executable)

V-model for a

systems engineering

process

Output:

Concept of

Operations

System

Specification

High level design Detailed design

Requirements

document

System

requirements

document

and use case

model

Architectural

analysis model

Software

implementation

model

(executable)

Table 1. The STSE process and the V-model for a systems engineering process

Dragoicea, M., Cunha, J.F., Patrascu, M.: Self-organising socio-technical description

in service systems for supporting smart user decisions in public transport. Expert

Systems with Applications, 42(17-18), 6329-6341 (2015)


Step 1. Social needs identification. The stakeholders’ needs are identified, and value co-creation

interactions are defined.;

a requirements document is created to define overall system functionalities and performance criteria for

system validation if a new service process development is motivated

Step 2. Scenario definition. Value propositions are defined and a use case model is created to comply with

the user identified needs;

definition of the agent based simulation scenarios, allowing to validate different aspects of social interaction

between the service consumer and provider; output is the use case model

Step 3. Formal model design. The output of this stage is the proposed architecture of the agent based

model, consisting of:

a set of agents, the environment in which they operate, agent communication protocol, and the set of general

rules according to which they execute their actions and access resources

Step 4. Agent based operational modelling. The functional requirements are transformed into a coherent

description of the service functionalities through model execution

a value-proposition-based interactions phase, in which the customer and provider may negotiate in terms of

value propositions; investigate: a) the level of service quality promised by the provider against the needs of

the customer, and b) the cost of the service utilization against the requested price that the customer has to pay.

21

Main results

A Modelling & Simulation perspective in smart service design

Highlights

a high level visual modelling approach assisted by model execution and simulation tools

from a Service Systems Engineering perspective, the outcomes of this process are artefacts that

automatically support consistency among design steps and effective integration of customer

experience and stakeholder requirements through iterative cycles related to service design

case study of engineering smart customer-centric services with IT support

the Socio-Technical Systems Engineering (STSE) process is proposed to guide improved design

of new real time information service that provides integrated information for trip planning in a

city

this is an example of validation of service design through simulation using an executable

representation of requirements





Science, May 2016, Bucharest, Romania (2016), LNBIP 247, pp. 75–88, 2016, Springer, DOI: 10.1007/978-3-319-32689-4 6

22

Application – modelling example

integration of agent-based modelling and simulation experience into the development of smart transport

information services

emphasises the role of the development platform that provides tools for model analysis, validation,

simulation, and real-time animation

the developed models can be defined consistently with user needs

23



Science, May 2016, Bucharest, Romania (2016), LNBIP 247, pp. 75–88, 2016, Springer, DOI: 10.1007/978-3-319-32689-4 6

Summary of research directions 2 and 4

we explored the possibility to transpose service science principles to guide improved service

design

we approached a M&SBSE perspective in order to model value co-creation service

interactions embedding customer experience

we defined and applied a specific system engineering process - Socio-Technical Systems

Engineering (STSE) – specifically tailored for service systems engineering

we created and exploratory case study of a real time information and travel planning service

we presented integration guidelines of the STSE process steps with:

Presage2, a simulation platform for rapid prototyping of Agent Societies, and with

Rational Rhapsody development platform, for embedded, real time or technical

application software development based on the UML and SysML modelling standards,

offering support for high-level modelling, and model execution through simulation and

real-time animation

24

Summary of research directions 2 and 4

we discussed the possibility of integrating agent-based modelling and simulation experience

into the development of improved services

we suggested that we can formalize service design activities towards the integration of

customer experience, validated through service interaction modelling

on our specific case study, we created an agent based executable model which seems suitable

for:

obtaining qualitative simulation results, and

performing quantitative evaluations on operational aspects in transport service delivery

25

Main results

Service-oriented design and service innovation

… next generation IT development deals more with integrating existing software than creating

new applications - new software engineering lifecycles for this domain needed … (M. Brian

Blake, PhD, University of Miami)

fact: … a natural tendency to distribute system functionalities over the ubiquitous computing

devices in the environment

a new generation of applications shift from the centralized, local desktop applications

toward the provision for distributed geo-spatial services and components

software modularity and reuse: restructure applications as a set of connected

services, and focus on distributed access, data availability and inter-operability of

functionalities exposed as services

[135] Dragoicea, M., Chera, C., Patrascu, M.: Value Co-Creation in a Virtual Smart Building Service Enterprise for Energy

Efficiency and Economic Sustainability. Environmental Engineering and Management Journal, 14(5), 1183-1194 (2015)

[145] Dragoicea, M., Patrascu, M., Bucur, L.: Service Orientation for Intelligent Building Management: An IoS an IoT

Perspective, UNITE 2nd Doctoral Symposium R&D in Future Internet and Enterprise Interoperability, Sofia, Bulgaria, 79{86

(2012)

[146] Dragoicea, M., Bucur, L., Patrascu, M.: A Service Oriented Simulation Architecture for Intelligent Building Management,

In: Exploring Service Science, LNBIP 143, J.F. Cunha, M. Snene, H. Novoa (Eds.), Springer Berlin Heidelberg, 14-28 (2013)

26

Main results


Highlights

Exploration to transpose service science principles to guide service systems design

using the “building system” concept - the building “product” itself is seen as a support

for service provisioning and improvement

the requirements definition of buildings’ conceptual phase does not focus on the

building structure itself, but on the services it can provide to the specific customers

(stakeholders)

the building construction not only shelters human activities, but it can be evaluated

also against its major impact on the services provided to the community

Description of the Virtual Smart Building Service Enterprise (VSBSE) concept

Exploratory case study of modelling, virtualising, and managing complex services,

including energy consumption

Integration guidelines of the VSBSE process steps in an operational loop with a Smart

Building Controller exposed as a service

27

Main results


a novel perspective to develop an innovated services ecosystem for smart buildings

different stakeholder categories to interact in order to develop, publish, compose, discover,

integrate and use specific functionalities exposed as services for smart building management

28

Main results


stakeholders benefiting from this sort of approach:

Software service providers: software developers, develop and publish IT services that can be discovered by

the application integrators that develop services

Cloud providers: They host the entire informational infrastructure that provide access to the different building

subsystems, through the Smart Building Management solution;

Building administrators: They get a real-time overview of the entire building to better manage different

operational aspects like power consumption, comfort levels etc.;

Home owners: People who live or work inside the building getting remote access to their homes and offices;

Emergency units: They have an easier access to the locations inside the building, without interfering with the

management of utilities during their interventions;

Constructors: They use building related data acquired through smart sensors for future developments;

Household goods manufacturers: This category of stakeholders refers to manufacturing units that produce

different kinds of home appliances and devices;

City halls and seismology institutions: They use data to develop intervention procedures in case of

emergencies;

Smart community: New service business models in European cities should prove their economic sustainability

through the empowerment of their citizens who can actively evaluate and become aware of sustainable

resource consumption;

Smart government: A modern city involves many actors, like local communities, authorities, nongovernmental

organizations, agencies, integrating people, resources, technology and organizations that provide services.

29

Main results

Modelling value co-creation interactions in an activity-type service system

Highlights

using service science principles for engineering and realizing improved public transport

services

a value co-creation perspective for the management of public transport service operations

allowing to capture requirements for software intensive service systems

approaches specific implementation issues of the activity-based model of the generic

service system (Ssyst)

using a developed agent-based model for the analysis of service systems operational

capabilities, validated through simulation

business scenario related to the management of public transport services

agent-based model executed with the Presage2 multi-agent programming platform

[28] Borangiu, Th., Dragoicea, M., Oltean, V.E., Iacob, I.: A Generic Service System Activity Model with Event-Driven Operation

Reconfiguring Capability. In Service Orientation in Holonic and Multi-Agent Manufacturing and Robotics, SCI 544, Th.

Borangiu, D. Trentesaux, A. Thomas, (Eds.), 159-175, Springer (2014)

[131] Dragoicea, M., Borangiu, Th., Voinescu, I.: Service Interactions Modelling for Improved Management of Public Transport

Systems. SIMULATION: Transactions of The Society for Modeling and Simulation International, Vol. 92 no. 3, pages 233-250,

March 2016

30

Main results


31

Dragoicea, M., Borangiu, Th., Voinescu, I.: Service Interactions Modelling for Improved Management of

Public Transport Systems. SIMULATION: Transactions of The Society for Modeling and Simulation

International, Vol. 92 no. 3, pages 233-250, March 2016

Main results


32

Dragoicea, M., Borangiu, Th., Voinescu, I.: Service Interactions Modelling for Improved Management of Public Transport Systems.

SIMULATION: Transactions of The Society for Modeling and Simulation International, Vol. 92 no. 3, pages 233-250, March 2016

33

Research roadmap

a new research domain is approached (2010 - 2015):

Service Systems Engineering: a modelling and simulation approach

integrating Service Science concepts, its consequences and usability into the design of user-centric,

IT-based smart services

three main research directions:


Resource allocation in service delivery

Smart Transport Systems

34

Research perspective …

Smarter Cities

advanced today as a perspective for urban sustainability and relates to the European

Agenda aiming to support an integrated and intelligent development evolution for growth

of urban areas

many solutions that are imagined and introduced in common practice today to solve the

problems confronting cities involve "systems of systems" (SoS) integration

these solutions are related to Smarter Healthcare, Smarter Buildings, Smarter Education,

Smarter Transportation, …

… aiming to predict, manage, and integrate operations at city level

35

Future research directions


RD1. Service systems modelling and customer experience

RD1-1. Evolution of the STSE process towards a full development methodology

RD1-2. Computational justice for service systems modelling

Resource allocation in service delivery

RD3. Resource allocation in service delivery

Smart Transport Systems

RD2. Smart transport systems

RD2-1. Agent technology in smart transport systems design

RD2-2. Artificial Transportation Systems and "Serious Games“

36

Thanks to:

University Politehnica of Bucharest, Faculty of Automatic Control and Computers: Theodor Borangiu, Virginia

Ecaterina Oltean, Iulia Voinescu, Monica Patrascu, Stefan Rădulescu, Silvia Anton, Florin Anton, Silviu Răileanu,

Andreea Ion, George Serea, Vlad Costica, Marius Stan, Denisa Constantinescu, Denis Cioata

Politehnica University of Timisoara, Faculty of Automation and Computers:: Radu Precup

Technical University Gh. Asachi, Iasi, Faculty of Automatic Control and Computers: Octavian Păstrăvanu

University of Porto, Portugal, Faculty of Engineering - FEUP: João Falcão e Cunha (Dean), José Faria, Maria

Henriqueta Nóvoa, Lia Patrício, Rosaldo Rossetti, Teresa Galvão Dias, Marta Campos Ferreira

Universidade Nova de Lisboa, Faculdade de Ciências e Tecnologia, Portugal: Ricardo Jardim Gonçalves, Carlos

Agostinho, João Sarraipa

Imperial College, London, UK: Jeremy Pitt, Didac Busquets

University of Coimbra, Portugal: Jorge Cardoso

University of Geneva, Switzerland: Michel Paul Léonard

Università Cattolica del Sacro Cuore, Milan, and Università Telematica Internationale Uninettuno, Rome, Italy: Marco

De Marco

Afeka Tel Aviv Academic College of Engineering, Israel: Shai Rozenes

Sami Shamoon College of Engineering, Beer Sheva, Israel: Adi Wolfson

IBM Global University Relations: Diem Ho, Jim Spohrer, director, Global University Programs at IBM

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