Development of ICT-based maintenance support services

Purpose - 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. Design/methodology/approach - 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. Findings - The proposed eMMF aids in the identification and development of ICT-based maintenance support services tailored for specific maintenance actors and their activities. Research limitations/implications - 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. Practical implications - 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. Originality/value - 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.