Innovation by Service 2012

Transcription

1 Innovation by Service 2012 Prof. Alistair Barros Smart Services CRC Chair in Service Science and Computing, Queensland University of Technology 5 December 2012

2 Service innovation developments Radical servicisation of IT Software applications (SaaS) Platform/middleware (PaaS) Infrastructure (IaaS) Smart devices (Mobile) Big data and intelligence Multimedia data knowledge (Coursera) Ongoing ebb/flow of enablement/soa of large, complex enterprise applications Supply and/or demand side of s through community: hubs, ecosystems, networks, Web

3 Service innovation developments (cont d) The Web as the platform (greater than 100,000 s and APIs) Mainstream industry segments undergoing transformations by : Utility banking Flexible product/ rebranding and bundling Third-party logistics hubs Outsourced delivery of s through third-parties with global partnerships One-stop egovernment One-stop discovery and access to diverse agency s, cross-agency, crossjusrisdictional Future retail Multi-channel consumption experience

4 Service innovation developments (cont d) Consumers as new network centre-of-gravity through social media and networking platforms: Service improved by social community (e.g. requirements elicitation, extended CRM, customer referrals, resourcing) Service extended by social community (e.g. new bundling opportunities, leveraging, Facebook Ids) Services co-delivered with social community (e.g. people transportation, last mile delivery) Services displaced by social community (e.g. social welfare s, education)

5 The rise of hubs, ecosystems, networks

6 Technology vendor strategy Service marketplace platform strategy critical to technology vendor offerings Examples: Microsoft Windows Live Apple itunes SAP Business ByDesign Marketplace IBM Smart Cloud

7 Hot new trends for innovation Personal productivity s respond to consumer context esp. on smart s Global commoditization, local experience commoditization in planning applications: Physical building locales Township planning (regional development, satellite cities) Multi-faceted and multi-modal s: knowledge, the new frontier Flexible execution speculative execution

8 CRC Vision for Next-Generation Service Delivery in Business Networks Service Provider Network Business Partner Services Service Delivery Framework Service Aggregator Service Channel Maker Service Consume r Repurpose/ aggregate Publish Channel creation Publish Network-enabled enterprise solutions Business Suite Publish/ on-board Service Broker USDL Service Repository LE On-Demand Business ByDesign Interact Service Delivery Business Applications Partner Mgmt CRM Payments Analytics Discover, interact, pay Third-Party Solutions Federated hosting Interact Service Hoster Outsourced interoperability Service Gateway [A.P. Barros and U.Kylau. An Architectural Strategy for Next-Generation Service Delivery in Global Business Networks. 1 st International Conference on Service Research and Innovation Institute, SRII 2011, San Jose, USA, March 2011]

9 Roles and actors External business s Claim registration Damage claiming process Registration Acceptance External application s Customer Claims administration administration Application components and s Customer information Infrastructure Client Insurant ArchiSurance Insurer CRM system Customer information External infrastructure s Claim Customer files files zseries mainframe DB2 database Claim information Policy administration Valuation Sun Blade iplanet app server Claims payment Payment Payment Financial application Financial application EJBs Smart Services CRC Service Innovation Hub Business Service Mgmt. Application and process mining Integrated Service Portfolio management Service innovation Hub Service Consumpt n Mgmt BPM governance Service governance Catalogue Channel Web channel IT governance Enterprise Architecture Smart Device channel Organization planning Service composition USDL Service Catalogue Service level agreement Enterprise Software integration Execute Animate/ testrun Connectivity and adaptation Deployment Management Run-time Service Delivery Management Execution Monitoring

10 CRC Service Innovation Hub Planned to be available through Web user and partner registration, multiple business verticals Largest catalogue (descriptions of 30,000 s captured) Provides catalogue editor based on USDL Leverages existing, mature BPM and engineering technologies (Formsys, Tuscanny, Oryx, YAWL) for aggregation and end-user animation Co-development with Infosys Bangalore Collaboration with NSW Govt, Dept. of Human Services, Brisbane City Council and Australian Tax Ofiice in planning

11 Stage 1: Research on Unified Service Description Language Service Provider Agents Price plans Service levels Availability Licenses USDL Functionality Dependencies Interactions Bundling Composition Resources For IT Service only: Interface Protocol Link to WS-* D. Oberle, A.P. Barros, U. Kylau, and S. Heinzl. A Unified Description Language for Human to Automated Services, accepted, (to appear in Information Systems, 38(1): , 2013)

12 Stage 2: Development General Organisational Operation Phase Consumer View Security

13 Research proposal Development of a prototype of Service Delivery Platform compatible with Australian Reliance Framework Demonstrate agency on-boarding through platform Demonstrate consumer access to selected s Demonstration of value-added features for end users to complete data capture and agency interaction (using collaboration technologies) Potential collaboration with DHS: child support, starting a family, or other life event use case

14 One-Stop egovernment Service Broker Australian Government Developments WA Online Service Tasmania Fed Gov. TIGRIS (dedicated to aqua culture exports Smart Services Queenland, Confirm (CITEC), Information Queensland Canberra Connect Australian Reliance Framework strategy (Dept of Finance and Deregulation)

15 Stage 3: Delivery support in egov setting 1. Govt partners register s (business conditions of execution) in one-stop Service Broker of jurisdiction 2. Aggregators define single-entry forms for aggregates (e.g. business formation, life events) One-Stop Business Formation 4. Service Broker determines relevant s to be invoked - execution plan (human and application steps) 5. Customer confirms execution plan and cost 3. Customer requests through channel and fills single-entry forms One-Stop Service Broker 6. Service broker orchestrates execution plan and allows customer to track progress through different channels Point of Single Contact 7. Service Broker may assist in settlement of

16 Single-stop delivery model for consumers Global discovery Local discovery Authent n/ Author n Service interaction Service Service / Service discovery object Fulfilment Transact Payment