Development of ICT‐based maintenance support services

The purpose of this paper is to describe a taxonomy for an eMaintenance management framework (eMMF) based on a service‐oriented approach, in order to facilitate the development of information and communication technology (ICT)‐based maintenance support services aimed at actors within the maintenance process related to complex technical industrial systems.

To fulfil this purpose, a case study of a modern multi‐role combat aircraft is selected as an appropriate research strategy and supported by a literature study. Empirical data are collected through interviews, workshops, document studies, and observations. A framework is developed and evaluated using a prototype within the studied case. The study is performed in close cooperation with the aircraft's type certificate holder and the customer representative and operator in one country.

The proposed eMMF aids in the identification and development of ICT‐based maintenance support services tailored for specific maintenance actors and their activities.

To further test the usefulness of the proposed framework, a larger scale application must be performed. This can involve additional stakeholders or a larger part of the technical system in the selected case, or another case dealing with complex technical industrial systems.

The proposed framework supports the identification of required information services that support the maintenance process, which in turn supports the development of a service‐oriented architecture (SOA) aimed at proper maintenance information logistics. Hence, people working with information logistics for maintenance purposes can use the framework as a support tool.

The proposed framework combines a process and service‐oriented approach, which facilitates the development of SOA‐based information services by giving valuable input to more traditional system‐oriented approaches.