Complex supply chains require coordination efforts from supply chain partners. The concept of the service control tower plays an essential role in the transition towards Logistics 4.0 and coordination in supply chains. This paper analyses the concept of the (service) control tower. We find different (service) control tower applications in the literature. Some are focused on a specific domain (e.g., transportation and pharmaceutical logistics), while others have a more generic approach. We review available architectures and determine strengths and gaps. Additionally, we find that the construction of inter-organizational systems is complex. We explore the process of collaboration in four phases. Next, we define the service control tower and recognize four levels that organizations construct to create the system. However, in an inter-organizational context, strategic interests cause conflict and result in different technical and business dilemmas. We identify several dilemmas based on experts’ inputs during workshops with companies in constructing a service control tower. Most dilemmas occur in an early stage of development and are often related to the system’s governance, data sharing and IT integration. Finally, we provide potential users, developers and researchers of (service) control towers with a maintenance-oriented architecture for service control towers.

复杂的供应链需要供应链合作伙伴的协调工作。服务控制塔的概念在向物流 4.0 的过渡和供应链协调中发挥着至关重要的作用。本文分析了（服务）控制塔的概念。我们在文献中发现了不同的（服务）控制塔应用。有些专注于特定领域（例如，运输和药品物流），而另一些则采用更通用的方法。我们审查可用的架构并确定优势和差距。此外，我们发现组织间系统的构建很复杂。我们分四个阶段探索合作过程。接下来，我们定义服务控制塔，并识别组织为创建系统而构建的四个级别。然而，在组织间环境中，战略利益会引起冲突，并导致不同的技术和业务困境。在与公司举行研讨会期间，我们根据专家的意见确定了几个难题，以构建服务控制塔。大多数困境发生在开发的早期阶段，通常与系统的治理、数据共享和 IT 集成有关。最后，我们为（服务）控制塔的潜在用户、开发人员和研究人员提供面向维护的服务控制塔架构。