Innovation by Service 2012
Prof. Alistair Barros
Smart Services CRC Chair in Service Science and Computing, Queensland University of Technology
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 service enablement/SOA of large, complex enterprise applications
• Supply and/or demand side of services through
Service innovation developments
(cont’d)
• The Web as the platform (greater than 100,000 services and APIs)
• Mainstream industry segments undergoing transformations by service:
– Utility banking
Flexible product/service rebranding and bundling
– Third-party logistics hubs
Outsourced delivery of services through third-parties with global partnerships
– One-stop eGovernment
One-stop discovery and access to diverse agency services, agency, cross-jusrisdictional
– Future retail
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 services, education)
The rise of service hubs, ecosystems,
networks
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
Hot new trends for service innovation
• Personal productivity – services respond to consumer context esp. on smart services
• Global service commoditization, local experience commoditization in planning applications:
– Physical building locales
– Township planning (regional development, satellite cities) • Multi-faceted and multi-modal services: knowledge, the new
frontier
CRC Vision for Next-Generation Service
Delivery in Business Networks
Service Provider Network Business Partner Services Service Broker Service Aggregator Service Consume r
Service Delivery Business Applications Partner Mgmt CRM Payments Analytics Publish/ on-board Interact Federated hosting Repurpose/ aggregate Publish Discover, interact, pay
Service Hoster Service Gateway Outsourced interoperability USDL Service Repository Interact Third-Party Solutions Network-enabled enterprise solutions LE On-Demand Business Suite Business ByDesign Service Channel Maker Channel creation Publish
Service Delivery Framework
[A.P. Barros and U.Kylau. An Architectural Strategy for Next-Generation Service Delivery in Global Business Networks. 1st International Conference on Service Research and Innovation Institute, SRII 2011, San Jose, USA, March 2011]
Smart Services CRC Service Innovation
Hub
Integrated Service Portfolio management
USDL Service Catalogue
Run-time Service Delivery Management
Business Service Mgmt.
Infrastructure External infrastructure services Application components and services Roles and actors
External application services External business services Damage claiming process
Client Insurant ArchiSurance Insurer Registration Acceptance Valuation Payment
Customer information service Claims payment service Customer administration service Payment service CRM system Financial application Customer information service Claim registration service Claim registration service Claims administration service Policy administration Claim files service zSeries mainframe DB2 database Financial application EJBs Customer files service Sun Blade iPlanet app server Claim information service Connectivity and adaptation Deployment
Management Execution Monitoring
Service Consumpt‘n Mgmt Application and process mining Enterprise Architecture Web channel Smart Device channel Enterprise Software integration Catalogue service
Service composition Service level agreement
Service innovation Hub
BPM governance Service governance IT governance Organization planning Channel service A ni m at e/ t es t-run s er v ic e E x ec ut e se rv ice
CRC Service Innovation Hub
• Planned to be available through Web – user and partner registration, multiple business verticals
• Largest service catalogue (descriptions of 30,000 services captured)
• Provides service catalogue editor based on USDL
• Leverages existing, mature BPM and service engineering technologies (Formsys, Tuscanny, Oryx, YAWL) for
service 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
Stage 1: Research on Unified Service
Description Language
For IT Service only:
• Interface • Protocol • Link to WS-* • Functionality • Dependencies • Interactions • Bundling • Composition • Resources • Service Provider • Agents • Price plans • Service levels • Availability • Licenses USDL
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):155-181, 2013)
Stage 2: Development
General Organisational Operation Phase Consumer View SecurityResearch proposal
• Development of a prototype of Service Delivery Platform compatible
with Australian Reliance Framework
• Demonstrate agency service on-boarding through platform
• Demonstrate consumer access to selected services
• Demonstration of value-added features for end users to complete
service data capture and agency interaction (using collaboration technologies)
• Potential collaboration with DHS: child support, starting a family, or
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)
Stage 3: Delivery support in eGov setting
One-Stop Service Broker
1. Govt partners register
services (business conditions of execution) in one-stop Service Broker of jurisdiction
2. Aggregators
define single-entry forms for service aggregates (e.g. business formation, life events)
One-Stop Business Formation
7. Service
Broker may assist in settlement of service
5. Customer confirms execution plan and cost
6. Service broker
orchestrates execution plan and allows customer to track progress through different channels
3. Customer requests service through channel and fills single-entry forms
4. Service Broker
determines relevant services to be invoked - execution plan (human and application steps)
Point of Single Contact
