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El rol del service manager en los proyectos de outsourcing ti

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Presentación de IBM en el marco del Acto de inauguración del curso académico 2012-2013 celebrado el 25 de septiembre de 2012

Presentación de IBM en el marco del Acto de inauguración del curso académico 2012-2013 celebrado el 25 de septiembre de 2012

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  • Today, Services Research is the fastest growing part of IBM Research – the number of people focused on service innovation has increased by more than a factor of ten over the last three years, and now accounts for more than 1/6 of the over 3000 researchers in IBM Research. When we started the first service research group totally focused on services three and half years ago in IBM Research, it immediately became clear that service research is multidisciplinary in nature. To be successful, we’d need to attract more t-shaped people – who had both depth in some are relevant to service innovation, but bread as well – so they could speak the languages of business, technology, and social-organizational change. According to US Department of Commerce, basic IT skills are becoming embedded in every job role. IT alone is no longer a differentiator. Both depth and breadth is needed in technology, business, and organizational studies – even at the undergraduate level. But academic silos makes this kind of integration a slow process. Universities are just now beginning to develop business- and industry-savvy IT professionals. Management schools have been the pioneers in information sciences and other multidisciplines have not focused enough on services. Recent indicators of change include NCSU, Berkeley CITRIS, Japan Service Science, China Service Science. US DoC Report: http://www.technology.gov/reports/ITWorkforce/ITWF2003.pdf See also: http://www.cra.org/CRN/articles/may04/sargent.html
  • Maria Romero - Barcelona
  • Glasgow, Cambridge, Ga Tech, Italy, India, Germany,
  • Maria Romero - Barcelona
  • Maria Romero - Barcelona
  • Maria Romero - Barcelona
  • Maria Romero - Barcelona
  • Maria Romero - Barcelona
  • Today, Services Research is the fastest growing part of IBM Research – the number of people focused on service innovation has increased by more than a factor of ten over the last three years, and now accounts for more than 1/6 of the over 3000 researchers in IBM Research. When we started the first service research group totally focused on services three and half years ago in IBM Research, it immediately became clear that service research is multidisciplinary in nature. To be successful, we’d need to attract more t-shaped people – who had both depth in some are relevant to service innovation, but bread as well – so they could speak the languages of business, technology, and social-organizational change. According to US Department of Commerce, basic IT skills are becoming embedded in every job role. IT alone is no longer a differentiator. Both depth and breadth is needed in technology, business, and organizational studies – even at the undergraduate level. But academic silos makes this kind of integration a slow process. Universities are just now beginning to develop business- and industry-savvy IT professionals. Management schools have been the pioneers in information sciences and other multidisciplines have not focused enough on services. Recent indicators of change include NCSU, Berkeley CITRIS, Japan Service Science, China Service Science. US DoC Report: http://www.technology.gov/reports/ITWorkforce/ITWF2003.pdf See also: http://www.cra.org/CRN/articles/may04/sargent.html
  • Transcript

    • 1. El papel del Informático en la era de los Servicios El rol del Service Manager en los proyectos de Outsourcing TIVersion 1.0 3.3.1
    • 2. Grado de Informática y Servicios_Relación SSME La ingeniería orientada a la excelencia en los servicios. ¿Hace falta un nuevo ingeniero en el mundo de los servicios? El sector servicios se ha convertido, en el principal contribuidor del PIB y la principal fuente de ocupación de las economías de los países desarrollados. Del paradigma industrial centrado en el producto, hacia un paradigma de servicios centrado en el cliente o usuario. Es en este contexto en el que una nueva disciplina académica, profesional y empresarial aparece: SSME (Service Science, Management and Engineering) y que está redefiniendo el papel de los profesionales y en particular los ingenieros que necesita la economía de los servicios. UAB e IBM: Acuerdo Marco de Colaboración. Escola Gimbernat i Tomàs Cerdà: Grado de Informática y Servicios.Version 1.0 2
    • 3. Context and motivations Services becoming the new hub of most modern economies Services dominating current economic activities (U.S. Department of Commerce, 1995, p. 417)Version 1.0 3
    • 4. The rise of the service economy  Governments need to make service innovation a priority – growth depends on it.  Businesses need to make systematic approaches to service innovation a priority – revenue and profit growth depend on it.  Academics need to bridge discipline silos – service innovation is multidisciplinary – students’ futures depend on it.Version 1.0 4
    • 5. Current services thinking A service is a provider-to-client interaction that creates and captures value while sharing risks Services are value that can be rented Services are the application of specialized competences (skills and knowledge) Services are autonomous, platform independent, business functionsVersion 1.0 5
    • 6. Service innovation is inherently multidisciplinary Knowledge sources driving service innovations… Business Technology Business Administration Science & Innovation Innovation and Engineering Management Social-Organizational Demand Global Innovation Innovation EconomySocial Sciences & Markets SSME = Service Sciences, Management, and EngineeringVersion 1.0 6
    • 7. What are some everyday services?  – Trains, planes, delivery Version 1.0 7
    • 8. 8 Need more T-shaped people – both deep and broad Science and EngineeringService Education is Interdisciplinary Industrial and Systems Engineering Computer Science & Info. Systems Math and Operations Research Economics and Social Sciences Business Anthropology Organizational Change & Learning Business and Management Version 1.0
    • 9. ¿Cuál es el papel del Informático en la era de los Servicios?Version 1.0 3.3.1
    • 10. Need for Academic Curricula Change Business Models Science & & Processes Technology SSME People & Culture The marketplace requires innovation that combines people, technology, value and clientsVersion 1.0 10
    • 11. What Are We Saying?  To Universities – Update your curricula - teach in context around services – Train your students to be more multi-disciplinary with skills in technology, business and people/culture – Help develop new scientific models and algorithms to improve profitability of services businesses  To Governments – Fund University research and curricula for Service Science to help your economy and develop skills for the 21st Century  To Industry Partners – Fund and participate in new Service Innovation Research – Help with University outreach  To IBMers – Get involved with University Outreach for SSME and develop training materialsVersion 1.0 11
    • 12. University Response  Grado de Informática y Servicios, Escola Gimbernat i Tomàs Cerdà, UAB, Barcelona.  More than 230 Universities in 42 countries are teaching SSME courses  There are more than 102 degree programs in SSME worldwide  Numerous SSME Workshops  24 Service Research Centers WorldwideVersion 1.0 12
    • 13. El rol del Service Manager en los proyectos de Outsourcing TIVersion 1.0 3.3.1
    • 14. Outsourcing  El outsourcing es un modelo de gestión empresarial que consiste en recurrir a un proveedor externo (outsourcer) para la realización de un servicio que anteriormente la empresa desarrollaba con personal y recursos propios (Cousido, 2006).  El outsourcing o externalización de servicios, consiste por tanto en el mecanismo por el cual una empresa recurre a otro para realizar de forma parcial o total un componente, actividad, proceso o servicio que hasta el momento se realizaba internamente.Version 1.0 14
    • 15. Outsourcing Tipos Tipos de Outsourcing (Moore, 2003)Version 1.0 15
    • 16. Outsourcing TI RazonesVersion 1.0 16
    • 17. Outsourcing TI Riesgos Riesgos Outsourcing de TI en España (González, Gascó y Llopis, 2009)Version 1.0 17
    • 18. Outsourcing Fases  Service As Is  Transition&Transformation  On going services Rol del Service Manager Asegurar niveles de servicios: - En un entorno complejo - Con proyectos de transición y transformación numerosos y gestionandose al mismo tiempoVersion 1.0 18
    • 19. 19 Need more T-shaped people – both deep and broad Science and EngineeringService Education is Interdisciplinary Industrial and Systems Engineering Computer Science & Info. Systems Math and Operations Research Economics and Social Sciences Business Anthropology Organizational Change & Learning Business and Management Version 1.0

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