Service networks performance analytics: a literature review

Abstract

The success of developing service networks rely on obtaining a correct understanding of the end-to-end business processes. However, there are major concerns as to the lack of research efforts to examine methods to successfully manage the complexity of service networks. The insufficient communication efforts between business and technical experts results in a dissatisfactory service delivery and the inability to predict and measure the service network performance. This literature survey is initiated with purpose of finding a novel way to represent business processes in service networks and analyses the process performance. Specifically, we discuss the need to conceive tools and techniques to manage the complexity of service networks without jeopardising the performance of service networks and provide an overview of current simulation-based modelling approaches and optimising business processes.