H. Mouratidis and C. Rolland (Eds.): CAiSE 2011, LNCS 6741, pp. 582–596, 2011. © Springer-Verlag Berlin Heidelberg 2011 Management Services – A Framework for Design Hans Weigand 1 , Paul Johannesson 2 , Birger Andersson 2 , Jeewanie Jayasinghe Arachchige 1 , and Maria Bergholtz 2 1 Tilburg University, P.O.Box 90153, 5000 LE Tilburg, The Netherlands {H.Weigand,J.JayasingheArachchig}@uvt.nl 2 Royal Institute of Technology Department of Computer and Systems Sciences, Sweden {pajo,ba,maria}@dsv.su.se Abstract. The Service-Oriented Architecture has rapidly become the de facto standard for modern information systems. Although recently considerable re- search attention has been paid to the management of services, several gaps can still be observed. Service management as far as it is automated is either mixed up with the operational service logic itself, or handled in a separate not service- oriented system, such as a BAM platform. In addition, there is a growing busi- ness demand for value-driven service management. In this paper, a general framework for management service design is presented that covers both business services and software services and is rooted in the business ontology REA, ex- tended with a REA management ontology. The framework is applied to two dif- ferent case studies, one in the Italian wine industry and one related to a robot cleaner. Keywords: service design, REA, autonomic computing, management control. 1 Introduction The Service-Oriented Architecture (SOA) has rapidly become the de facto standard for modern information systems. Having started with a focus on service description and discovery, SOA research shifted its attention to service composition in the second phase. The next phase, according to [13] in 2007, would focus on service manage- ment defined as “the control and monitoring of SOA-based applications throughout their lifecycle”. The most prominent functions of service management include SLA management, auditing, monitoring and troubleshooting, dynamic resource provision- ing, service lifecycle management (e.g. versioning) and scalability/extensibility. However, although considerable work has been done on these topics in the last few years, results so far are fragmented and limited. Early standards related to service management (MUWS/MOWS; see oasis.org) have become obsolete. Several research gaps can be observed. Service management as far as it is auto- mated is often mixed up with the operational service logic itself, or it is handled in a separate not service-oriented system, such as a BAM (Business Activity Monitoring) platform. In addition, service management, including business process management, is still mainly focused on execution correctness [1], whereas there is a growing