8.1.1 Service Engineering

Abstract

AbstractThis paper describes the approach being used to introduce net‐centric solutions into service within the UK Ministry of Defence. It describes specific differences between engineering conventional systems (such as ships or aircraft) and engineering net‐centric solutions and the problems that they introduce.The paper describes an approach to net‐centric systems development, which is based on the integration of three interdependent applications of conventional systems engineering: at the business, the service and component levels. The major focus of this approach is the extension of systems engineering from the design and manufacture of components into the delivery of services and the achievement of business effect.The paper describes some key techniques used in the systems engineering of services. These include benefits realisation management, service level definition, service architecting, performance design and application characterisation, capacity management and service acceptance.Finally the paper describes some of the cultural and behavioural issues that the authors have found essential to success.