In this paper we used a top-down methodology to analyze the interactions taking place in the environment of services. This resulted in a service model describing entirely the relations between customer and provider side of a service in the usage phase. The model itself determines commonly needed service-related terms by their associations. The methodology can easily be reapplied to analyze and classify the interactions of other phases of the service life cycle besides the usage phase.
The top-down approach used in the methodology was carried on with analyzing the model in recursion resulting in a more detailed description of a service provider. Thus, the service model was developed in a generic, non scenario specific procedure. An application of the model was shown by revealing open research issues.
Our current work, which is co-funded by several enterprises like Deutsche Telekom, Siemens, DeTeSystem and BMW, focuses on an analysis of the interactions in all other phases of the service life cycle and an integration of the results into the service model. Furthermore languages and methods for describing functionality and QoS parameters in a generic way will be developed. A further refinement of the roles, e.g. provider, is necessary to detail their associated functionality and to develop generic solutions for service management.