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Services and enterprises: a happy marriage

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Présentation du Prof. Dimitri Konstantas du Département des Systèmes d'information et Vice-Doyen de la Faculté des Sciences Economiques …

Présentation du Prof. Dimitri Konstantas du Département des Systèmes d'information et Vice-Doyen de la Faculté des Sciences Economiques
et Sociales de l’Université de Genève sur le thème de la science des services lors du First Rezonance du 9 décembre à l'Université de Genève

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  • 1. Services Science and Enterprise : A Happy Marriage Prof. Dimitri Konstantas Vice-Dean Institute of Services Science Faculty of Social Sciences and Economics
  • 2. Services Today
    • Very simple for the users
    • BUT
    • Very complex for the managers
  • 3. Some Facts
    • Services represent between 70% and 80% of the European and Swiss economy !!
    • We do not quite understand how to measure the productivity of those that produce services
    • The boundaries between production and distribution are fuzzy
    • The value of the services is fuzzy
    • The « products » are changing constantly
    • The user contributes in the production and even the design of a service
  • 4. What is the problem with today's enterprises?
    • New models are appearing
      • Software as a Service, storage as a service, cloud computing
    • Global interactions in a global economy
      • Your competitor is at the other side of the planet
    • Niche markets become the driving force for an enterprise
      • The Long tail market
    • Customer driven business
      • If you don't do it, your competitor will
  • 5. Ever increasing technological complexity
    • Enterprises need to offer service BUT services are difficult to both specify and maintain:
    • Scale – Highly complex and ambitious artefacts (and things are getting worst every day!!)
    • Integration – need to take into account and master "academic disciplines" ranging from social sciences to mathematics, engineering and economics (but who understands all that?)
    • Environment - many of the systems operate in a world of uncertain and shifting policy, economics and legislation
    • Communications - these large scale systems and not understood in their totality, leading to a poor understanding on key decisions (process, expectations, financial policy…)
  • 6. The Human factor
    • Senior management:
      • Don't understand technologies
      • Can be conservative
      • More comfortable with conventional business relations with vendors
      • May be over-cautious about being sued
    • Users:
      • Can be conservative and many don't understand technologies
      • Those that do may use the technologies in dangerous ways
      • Others may have high expectations (computer games!)
  • 7. So, what do we need? New Principles!!
    • A change in culture
    • Be more open
    • Revisit Acceptable Use Policies – should not be a control mechanism
    • Develop more sophisticated models for standards, accessibility, open source, …
    • Integrating IT Policies With Institutional Policies
    • Holistic or blended approach - flexibility in implementation
  • 8. Services Science can be the solution The enterprise today The Service Science based enterprise
  • 9. Service Science based enterprise system characteristics
    • Loosely coupled : minimizes dependencies between services.
    • Contractual : adhere to agreement on service descriptions.
    • Autonomous : control the business logic they encapsulate.
    • Abstract : hide the business logic from the service consumers
    • Reusable : divide business logic into reusable services.
    • Composable : facilitate the assembly of composite services.
    • Stateless : minimize retained information specific to an activity.
    • Discoverable : self-described so that they can be found and assessed.
  • 10. Services Science advantages for the enterprise
    • Vendor diversity
    • Intrinsic interoperability
    • Inherent reusability
    • Extensibility
    • Organizational agility
    • Incremental implementation
    • And from the technical point of view
    • Applications can be exposed easily to diverse clients
    • Existing services can be easily reused
    • New applications can be created or modified
      • the marginal cost of creating the n-th application is zero, as all of the software required already exists to satisfy the requirements of other applications
  • 11. Why SS Makes Sense: More Business Benefits
    • Business people understand services
      • So IT people can talk with them more easily
    • Application integration becomes cheaper and faster
      • Which makes implementing business processes easier
    • Business processes can more easily be changed or replaced
      • Because they’re built from autonomous services with well-defined interfaces
  • 12. Some Risks
    • Does it make sense to build most new apps in a service-oriented style?
      • Yes: there are exceptions, however
    • Which are the "component services"?
      • Exposing the right services is harder
    • Can service-oriented apps perform?
      • Yes: perhaps 10-15% of people have performance problems today (typically caused by bad design or very high load on a service)
    • Can the organizational challenges be overcome?
      • The real challenges are human, not technical
  • 13. The way towards a Service Science enterprise
    • Maturity Models
    • Open Group –OSIMM
    • Gartner Group SOA Maturity Model
    • SONIC vendor group SOA Maturity Model
  • 14. An Early Example: Credit Suisse
  • 15. Credit Suisse: Services Growth 1999 2000 2001 2003 Exposed business services 35 173 500 800 Front-end applications 5 21 50+ 150+ Users 800 9.000 100.000 100.000+
  • 16. Credit Suisse: What They Learned
    • Challenges:
      • An expensive project
        • Return on Investment (ROI) took time to materialize
      • Performance wasn’t good initially
      • Security and management were custom
      • Business units resisted sharing their services; they were “encouraged”
    • Benefits:
      • Faster application development
        • 75-80% of required services already available
      • Savings of several million dollars a year
  • 17. Why an Institute of Services Science at the University of Geneva
    • The research and education domains of the SES faculty are Social and Economic Sciences !!!
      • Study of Economic and business models
      • Study of social problems
      • Study of technologies
      • Educate the future managers and decision makers
      • Propose solutions to real life management and governance problems
  • 18. The Institute of Services Science @ University of Geneva
    • Mission : Lead research in the domain of Services Science in close collaboration with the industry.
    • Main Activities
      • 13 research projects (EU/Cost/Swiss funding),
      • a doctoral school
      • 3 continuous education programs
      • a yearly running conference on services science,
      • participation to different think groups and innovation and creative workshops .
    • Personnel
      • 27 research and technical collaborators
  • 19. The Institute of Services Science
    • Evolution and reorientation of the Information Systems department
    • Federates a large number of knowledge domains
      • Consolidate the knowledge in Information Systems
      • Theoretical and practical experience
      • Scientific and empirical methods
      • Field studies
    • Target : Improve the performance and the governance of enterprises and services
      • Transportation, health, administration, commerce
      • Service functions (marketing, design, client services)
      • Improve the success chances of innovative solutions
  • 20. Overview of the R&D activities of ISS
    • Engineering of services and Information systems
    • Security of services and management of security policies
    • Interoperation and collaboration of distributed autonomous services
    • Future internet based services
      • How to create a service, what are the components, the technical constrains, the technical needs?
      • How to interconnect globally available services?
      • What are the economic issues in operating a service?
      • What are the social implications of a service?
      • What is the user feedback?
  • 21. Some examples of R&D industry collaboration projects
    • DELIISS project (EU FP7) Designing Lifelong Learning for Innovation in Information Services
    • Large-scale adaptive services
      • SAPERE (EU FP7) Self-Aware Pervasive Service Ecosystems
    • Services for Seniors
      • TRAINUTRI (AAL) TRAINing and NUTRItion senior social platform
      • WayFiS (AAL) Way Finding Seniors
    • Mobile Services
      • GTA (Eurostars ) Global Tourist Assistance Services
      • ULOOP (EU FP7) User-centric Wireless Local Loop
      • PERIMETER (EU FP7) User-centric paradigm for seamless mobility in future Internet
  • 22. Some examples of Collaboration
    • Strong collaboration with institutes and companies in Switzerland and abroad
      • IBM, ArxIT SA, NetUnion Sarl, Banque Pictet, Vigisense SA, …
      • Ville de Geneve, ville de Carouge, CTI …
      • ILO, ITU, UN …
      • Several Universities in the Service Science domain
        • SSAIE Summer School,
    • Creation and study of products and services
    • Development of R&D projects
    • Think Group on Data Protection
  • 23. Education related to the ISS
    • Bachelor in « systèmes d’Information et Sciences des Services » (180 credits / 3 years)
    • Master in « Management, orientation Information Systems and Services Science » (120 credits / 2 years)
    • PhD in Information Systems
    • Continuous education
      • MATIS - Management and Technologies of Information Systems
      • InfoSec - Information Security
      • EMISS – Executive Master in Services Science
  • 24. Composition of the ISS
    • Total staff of 27 persons
      • Seniors: 4 Professors and 3 MERs
      • Juniors : 4 MA and 10 Assistants
      • Technical : 4 Engineers
      • Administrative : 2 secretaries
    • Director of the Institute : Prof. Giovanna Di Marzo Serugendo
  • 25. Future and directions
    • The ISS will come officially to life in January 1 st 2011
    • Targets for 2011
      • Consolidate and expand the collaboration with the industry
      • Expand the education offer and include new areas in the domain of Services Science
      • Federate with other research institutes in the domain
      • Become a reference point for research in Services Science
      • http://iss.unige.ch