Using service responsibility tables to supplement UML in analyzing e-service systems

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Original languageEnglish
Pages (from-to)350-360
Journal / PublicationDecision Support Systems
Issue number3
Publication statusPublished - Jun 2011
Externally publishedYes


This paper proposes using Service Responsibility Tables (SRTs) as a tool in analyzing e-service systems. First it discusses difficulties and deficiencies of using formal modeling languages such as UML in analyzing e-service systems. It proposes using SRTs as an informal language and lightweight analytical tool to be used by business professionals in analyzing e-service systems. SRTs are based on a service value chain framework but do not rely on abstract concepts and constructs, and therefore can be used by business professionals to supplement UML. We suggest a set of heuristics for transforming SRTs into two key UML diagrams, thereby illustrating how SRTs can be used as a bridge from relatively informal modeling by business professionals to formal modeling techniques for systems design and implementation by IT professionals. © 2011 Elsevier B.V. All rights reserved.

Research Area(s)

  • Service responsibility table, Systems analysis and design, Unified modeling language, Work system method

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