Complex service-oriented organizations (such as IT customer service or the hospital emergency) deal with many challenges due to incoming request types that we characterize as non-routine. Each such request reflects significant variations in the environment and consequently requirements, which...

Section I: Adaptive Complex Enterprise Framework: Characterization, Ontology, Principles, Work Products, and Patterns: Chapter I. Characterization of Service Orientation and the Adaptive Complex Enterprise -- Chapter II. Adaptive Complex Enterprise Framework: Ontology, Modeling, Co-Engineering...