REASONING ABOUT CUSTOMER NEEDS IN MULTI-SUPPLIER ICT SERVICE BUNDLES USING DECISION MODELS

We propose a method, e 3 service , to reason about satisfying customer needs in the context of a wide choice of multi-supplier ICT service bundles. Our method represents customer needs, their ensuing consequences, and the services that realize those consequences in a service ca talogue. This catalogue is then used by a reasoner, which elicits customer needs, computes their consequences, and automatically matches these consequences with services offered by suppliers. The e 3 service method has been implemented and tested in software to demonstrate its feasibility.