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Internet-based Self-Services     from Analysis and Design to Deployment                  Jorge Cardoso                    ...
Roadmap• Motivation, objectives,  and findings• SEASIDE   –   Service architecture   –   Service analysis   –   Service de...
Motivation• Past research in the field of services  1. Software and IT perspective  2. Business and marketing  3. Service ...
what is an Internet-based Self-          Service (ISS)• Subclass of real-  world services• No direct service  employee• Dr...
Objectives• Systematic approach  – Guiding framework  – Support analysis, design, implementation    and deployment• Improv...
SEASIDE• Systematic ISS development• Rely on:  – Enterprise architectures (EA),  – Model-driven development (MDD),  – Mode...
Findings• SEASIDE – Increases traceability (EA, MDD) – Increases consistency of code (MDD,   MVC) – Reduces complexity (EA...
ITIL IMS Use Case– Incident Management  Service (IMS)  • From ITIL– Blueprint >>– Resolve incidents  • Disks errors  • Pri...
SEASIDE
Theservice architecture is a blueprint which   captures artifacts   produced during  ISS development
SEASIDE:Service architecture            Zachman enterprise architecture
SEASIDE:Service architecture• Adoption of an  enterprise  architecture• Organize services’  developments• Control  complet...
SEASIDE:Service architecture• Service analysis   – Contextual abstraction (mindmaps, nested bullet lists,     etc.)• Servi...
SEASIDEsystematic development          drives service analysis, design,   implementation and       deployment
SEASIDE:Systematic development
SEASIDE:Systematic development• Steps 1-2) – Construct service models based   on the semantics captured in the   analysis ...
Service analysis
Service analysis• Use weak semantics to identify ISS main concepts• ITIL IMS case study …  1) Incident. Unplanned interrup...
Service design
Service design• Aggregates several models according to the  service architecture• ITIL IMS use case …  – E-R models (ER) f...
Example:Service blueprint                         (1) Sparx Systems’ Enterprise Architect• BPMN to design         (2) Boni...
Example:UI• Blueprint tasks are    Balsamiq mockups  associated with a UI  view• Low fidelity  prototypes are  created man...
Example:Service description• Enhance service description  with business and operational  aspects   – Quality of service, p...
USDL• Unified Service  Description Language• Master data model for services• Describe various types of services   – profes...
Service implementation
Code generation• The transformation of ISS’ models into  code  – Builds upon our previous work  – Uses XSLT and XPath• Cod...
MVC for Service• Model  – Code of the data models of the service architecture (i.e.    ’what’ dimension).• View  – Instruc...
MVC for Service• Controller generated from a service blueprint• Illustrates the control-flow de f c r e a t e  @i n c i d ...
Service deployment
Service deployment using PaaS• In our experiment we selected the Heroku platform   – Ease of use, automation, and reliabil...
Conclusions• Results   – The SEASIDE systematic methodology for ISS     development• The approach is suitable for   – The ...
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IEEE SE2012 Internet-based self-services

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Transcript of "IEEE SE2012 Internet-based self-services"

  1. 1. Internet-based Self-Services from Analysis and Design to Deployment Jorge Cardoso John A. Miller Dept. Engenharia Informatica/CISUC Computer Science Department University of Coimbra University of Georgia Coimbra, Portugal Athens, GA, USA jcardoso@dei.uc.pt jam@cs.uga.eduIEEE SE 2012 1st International Conference on Services Economics June 24-29 2012, Hyatt Regency Waikiki Resort and Spa, Honolulu, Hawaii, USA
  2. 2. Roadmap• Motivation, objectives, and findings• SEASIDE – Service architecture – Service analysis – Service design – Service implementation – Service deployment• Conclusions
  3. 3. Motivation• Past research in the field of services 1. Software and IT perspective 2. Business and marketing 3. Service design• Our goal – Bridge 1-3 – Investigate a Systematic approach for Internet-based Self-Service (ISS) development
  4. 4. what is an Internet-based Self- Service (ISS)• Subclass of real- world services• No direct service employee• Driven by self- service technologies• The Internet as a delivery channel Self-ticket purchasing using the Internet is an example of an Internet-based self-service
  5. 5. Objectives• Systematic approach – Guiding framework – Support analysis, design, implementation and deployment• Improve traceability and consistency• Reduce complexity and development costs
  6. 6. SEASIDE• Systematic ISS development• Rely on: – Enterprise architectures (EA), – Model-driven development (MDD), – Model-view-controller pattern (MVC), and – Platform as a service (PaaS) SEASIDE = SystEmAtic ServIce DEvelopment
  7. 7. Findings• SEASIDE – Increases traceability (EA, MDD) – Increases consistency of code (MDD, MVC) – Reduces complexity (EA, MDD, MVC) – Lowers deployment costs (PaaS)
  8. 8. ITIL IMS Use Case– Incident Management Service (IMS) • From ITIL– Blueprint >>– Resolve incidents • Disks errors • Printers not working ITIL = Information Technology Infrastructure Library
  9. 9. SEASIDE
  10. 10. Theservice architecture is a blueprint which captures artifacts produced during ISS development
  11. 11. SEASIDE:Service architecture Zachman enterprise architecture
  12. 12. SEASIDE:Service architecture• Adoption of an enterprise architecture• Organize services’ developments• Control completeness – models, interfaces, Zachman enterprise architecture and linkings
  13. 13. SEASIDE:Service architecture• Service analysis – Contextual abstraction (mindmaps, nested bullet lists, etc.)• Service design – Logical abstraction (models, MDD)• Service implementation – As build abstraction (MVC)• Service deployment – Functioning abstraction (PaaS)
  14. 14. SEASIDEsystematic development drives service analysis, design, implementation and deployment
  15. 15. SEASIDE:Systematic development
  16. 16. SEASIDE:Systematic development• Steps 1-2) – Construct service models based on the semantics captured in the analysis phase• Steps 3-4) – Models are serialized to XML. – Code/instructions are generated from models using XSLT.• Step 5) – Code/instructions are organized using MVC structure customized for services – The service is automatically deployed into a commercial PaaS platform
  17. 17. Service analysis
  18. 18. Service analysis• Use weak semantics to identify ISS main concepts• ITIL IMS case study … 1) Incident. Unplanned interruption of an IT service. a) Priority. How quickly the service should address the incident. i) Impact. The effect on the business. ii) Urgency. The need for a fast resolution. b) Supervisor. The responsible actor. 2) Solution. Steps to solve the incident. 3) Customer. The actor which submitted the incident. 4) . . . .
  19. 19. Service design
  20. 20. Service design• Aggregates several models according to the service architecture• ITIL IMS use case … – E-R models (ER) for modeling data (’what’) – Service blueprinting (SB) to model functions (’how’) – Network graphs (NG) to model locations (‘where’) – Low fidelity prototypes to model user interfaces (UI) (’who’) – USDL to model schedules and motivations (’when’ and ’why’)
  21. 21. Example:Service blueprint (1) Sparx Systems’ Enterprise Architect• BPMN to design (2) Bonita BPMN workflow editor services’ blueprints• Mapping between BPMN and blueprints• Transform BPMN into a MVC pattern XML serialization
  22. 22. Example:UI• Blueprint tasks are Balsamiq mockups associated with a UI view• Low fidelity prototypes are created manually XML serialization
  23. 23. Example:Service description• Enhance service description with business and operational aspects – Quality of service, pricing and legal aspects among others.• Transform USDL specification to: – UI Views of the MVC and – Software code in the form of business rules – Rules were injected into MVC controllers to specify the periods (i.e. days/hours) when the ITIL IMS was available to end users XML serialization
  24. 24. USDL• Unified Service Description Language• Master data model for services• Describe various types of services – professional to electronic services• Holistic – business aspects such as ownership and provisioning, pricing and legal aspects, in addition to technical aspects• http://www.genssiz.org/research/service-modeling/alpha-usdl/• http://www.linked-usdl.org/• http://www.internet-of-services.com/
  25. 25. Service implementation
  26. 26. Code generation• The transformation of ISS’ models into code – Builds upon our previous work – Uses XSLT and XPath• Code organized according to an adapted version of the MVC pattern – Called MVC for Services – Later deployed in a PaaS
  27. 27. MVC for Service• Model – Code of the data models of the service architecture (i.e. ’what’ dimension).• View – Instructions of the UI models of the architecture (i.e. ’who’ dimension).• Controller – Code of the blueprint and USDL models of the service architecture – i.e. ’how’, ’why’ and ’when’ dimensions
  28. 28. MVC for Service• Controller generated from a service blueprint• Illustrates the control-flow de f c r e a t e @i n c i d e n t = I n c i d e n t . new(@params [ ’ p r i o r i t y ’ ] ) @i n c i d e n t . d a t e = Date . t o d a y i f @i n c i d e n t . p r i o r i t y == ‘ ‘1 ’ ’ r e d i r e c t t o : a c t i o n => ’ NotifySeniorStaff ’ else r e d i r e c t t o : a c t i o n => ’ InitialDiagnosis ’ end end
  29. 29. Service deployment
  30. 30. Service deployment using PaaS• In our experiment we selected the Heroku platform – Ease of use, automation, and reliability for Web applications• The following commands were retrieved automatically executed to deploy the ITIL IMS: $ heroku create <imservice> –stack cedar $ git init # Initialize the code repository $ git commit ... # Several commits were made $ git push heroku master• Since the PaaS used MVC, it knew exactly where all the necessary directories, models, views and controllers of our ISS were located
  31. 31. Conclusions• Results – The SEASIDE systematic methodology for ISS development• The approach is suitable for – The ’massification’ of services’ – Reduces development complexity and costs – Reduces time to market• Findings – Applicability of integrating EA, MDD, MVC, and PaaS to support a step-by-step guidance for ISS development
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