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Vii 4 Sh17 Sorathia

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Towards a Unifying Process Framework for Services Knowledge Management …

Towards a Unifying Process Framework for Services Knowledge Management
Vikram Sorathia, Marten van Sinderen and Luís Ferreira Pires
University of Twente

Published in: Education

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  • 1. TOWARDS A UNIFYING PROCESS FRAMEWORK FOR SERVICES KNOWLEDGE MANAGEMENT VIKRAM SORATHIA, MARTEN VAN SINDEREN AND LUÍS FERREIRA PIRES
  • 2. Outline   Knowledge Management problem in Services   Related Work   Our Approach   Our Proposal   Next Steps IESS 1.0: 17-18-19 February 2010, Geneva, Switzerland 2
  • 3. Service Stakeholders   Who   Providers   Consumer   Academia   Governments   Other Facilitators   Why   Generate profit by offering some value   Availing offered value   Applicability of Knoweldge   Regulate, Control IESS 1.0: 17-18-19 February 2010, Geneva, Switzerland 3
  • 4. Service Activities and associated Knowledge Service Activities   Identifying, Designing, Offering, Publishing, Discovering, Consuming, Monitoring, Auditing, Evaluating and Regulating Services Knowledge Management   Innovate/reuse, externalize/internalize, share/protact IESS 1.0: 17-18-19 February 2010, Geneva, Switzerland 4
  • 5. Knowledge Integration Challenges Viewing each activity from a Multi-disciplinary View-point   Terminology   Semantics   Types of Artifacts   Information Sources   Update frequency   Analytical Methods   Decision tools   Useage Scenario IESS 1.0: 17-18-19 February 2010, Geneva, Switzerland 5
  • 6. Some recent approaches   Activity Based Framework for Services   Service System Framework   TRIZ for Service Innovation   Zachman Framework for Service   Semantic Web and Knowledge Management Framework A framework: Is a general set of concepts and their inter-relationships for understanding of an area IESS 1.0: 17-18-19 February 2010, Geneva, Switzerland 6
  • 7. Our Approach   Charactrizing Services   Establishing concepts, relations and rules   Identifying activities in service lifecycle   Identifying service knowledge management framework IESS 1.0: 17-18-19 February 2010, Geneva, Switzerland 7
  • 8. Discovering Semantics in Service Activities   Service Elements IESS 1.0: 17-18-19 February 2010, Geneva, Switzerland 8
  • 9. IESS 1.0: 17-18-19 February 2010, Geneva, Switzerland 9
  • 10. Service Ontology IESS 1.0: 17-18-19 February 2010, Geneva, Switzerland 10
  • 11. Identifying Suitable Framework Needs Allow consistent creation, sharing and reuse of knowledge   In interoperable Collaborative and Dynamic Environment   With traceability and   Seperation of concern IESS 1.0: 17-18-19 February 2010, Geneva, Switzerland 11
  • 12. A Candidate Solution Software & Systems Process Engineering Meta-Model Specification   A content management framework that allows   Capturing roles, tasks, workproducts, .....   Representing Activities, Milestones, Phases, .....   Linking associated Knowledge Artifacts Features   Eclipse based   Method Plug-ins - Libraries   Possibility to integrate eclipse based tools   Large Community IESS 1.0: 17-18-19 February 2010, Geneva, Switzerland 12
  • 13. METHOD CONTENT AND PROCESS   Method Content (Who, What, Why, How)   Highly re-useable information   Definition of Roles, Tasks, Work Products and associated relationships   Includes Guidance and Categories   No timing information   Process (When)   End-End sequence of Phases, Iterations, Activities and Milestones that define the development lifecycle.   Defines When tasks are performed via Activity Diagrams and/or Work Breakdown Structures Source: An Introduction to Eclipse Process Framework (link) IESS 1.0: 17-18-19 February 2010, Geneva, Switzerland
  • 14. METHOD CONTENT EAMPLE: TASK DESCRIPTION Source: An Introduction to Eclipse Process Framework (link) IESS 1.0: 17-18-19 February 2010, Geneva, Switzerland
  • 15. PROCESS EAMPLE: CAPABILITY PATTERN Source: An Introduction to Eclipse Process Framework (link) IESS 1.0: 17-18-19 February 2010, Geneva, Switzerland
  • 16. GUIDANCE VARIOUS TYPES OF GUIDANCE • Checklist • Practice • Concept • Report • Example • Reusable Asset • Guideline • Roadmap • Estimate • Supporting Material • Considerations • Template • Term Definition • Tool Mentor • Whitepaper Source: An Introduction to Eclipse Process Framework (link) IESS 1.0: 17-18-19 February 2010, Geneva, Switzerland
  • 17. OUR PROPOSAL MAPPING Mapping between service knowledge elements process framework elements IESS 1.0: 17-18-19 February 2010, Geneva, Switzerland 17
  • 18. NEXT STEPS TO ESTABLISH USABILITY   Identify generic and specific Life Cycle of services   Identify Service Artifacts as possible types of Guidance   Identify integration with Service Tools and Systems   Build Community of Practice IESS 1.0: 17-18-19 February 2010, Geneva, Switzerland 18
  • 19. QUESTIONS ?