IT and the Service Economy(.ppt)
Upcoming SlideShare
Loading in...5
×
 

IT and the Service Economy(.ppt)

on

  • 1,095 views

 

Statistics

Views

Total Views
1,095
Views on SlideShare
1,095
Embed Views
0

Actions

Likes
0
Downloads
18
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

IT and the Service Economy(.ppt) IT and the Service Economy(.ppt) Presentation Transcript

  • IT & The Service Economy มนู อรดีดลเชษฐ์ ประธานกรรมการนโยบาย ICT มหาวิทยาลัยศรีปทุม July 18, 2009
  • Agenda
    • Service-based technologies VS Service-based businesses
    • A reference architecture of SOA
    • The trend toward the Service-oriented economy
    • The Service-oriented economy needs a “Service System” and “Service Innovation”
    • IT & The Service Economy => the new opportunity
  • Service-based Technologies VS Service-based Businesses
    • SOA is a new way of thinking about processes that reinforces the value of reuse of information and creates business value
    • Service-oriented technologies have created the basis for agility so that companies can deliver new, more flexible business process that harness the value of the services approach from a customer’s perspective
  • Service-based Technologies VS Service-based Businesses
    • Service provision has been defined as an economic activity that does not result in ownership and is claimed to be a process that creates benefits
    • Service Science is an interdisciplinary approach to the study, design, and implementation of services systems – complex systems in which specific arrangements of people and technologies take actions that provide value for others
  • Service-based Technologies VS Service-based Businesses
    • What value will a science of services and business process modeling offer to the firms that adapt them?
    • How should changes in the business side (more service oriented) influence the composition of information systems (more SOA content), and vice versa
  • The SOA reference architecture source: IBM Data Architecture & Business Intelligence QoS, Security, Management & Monitoring Infrastructure Service Custom Application Packaged Application Packaged Application Custom Application consumers business processes process choreography services atomic and composite service components operational systems Business Driven IT Driven OO Application Portlet WSRP B2B Other Integration (Enterprise Service Bus approach) Governance
  • The SOA reference architecture source: IBM ระบบงาน Student Service App และ Other Legacy Systems Design a set of business processes With a set of services เชื่อมต่อโดย กลไกของ SOA Data Architecture & Business Intelligence QoS, Security, Management & Monitoring Infrastructure Service Custom Application Packaged Application Packaged Application Custom Application consumers business processes process choreography services atomic and composite service components operational systems Business Concerns ICT Concerns OO Application Portlet WSRP B2B Other Integration (Enterprise Service Bus approach) Governance
  •  
  •  
  •  
    • “ There are no such things as service industries. There are only industries whose service components are greater or lesser than those of other industries.”
      • Theodore Levitt, 1972
      • Father of “Globalization”, was the editor in chief of Harvard Business Review
    • The 80’s, quality revolution created immeasurable economic value
    • The 90’s, the quality principles were adapted for application to white-collar processes, business process engineering
    • The 2000s, innovation has become the transformative business discipline of the service-era
  • We need a service system
    • A service system (or customer service system, CSS ) is a configuration of technology and organizational networks designed to deliver services that satisfy the needs, wants, or aspirations of customers
    • Service systems are dynamic configurations of people, technologies, organizations, and shared information that create and deliver value to customers, providers, and other stakeholders
  • The Internet as the key distribution channel
    • If IT is the factory of the services, then the Internet is the trucks and roads
    • The Internet is used to directly create innovative new services, or to reconfigure their value chains
  • The Business Value Chain
    • There are two perspectives
      • Based on the firm’s competencies; it is called the “Inside-out perspective”
        • This is the traditional understanding of value chains
        • We look upon the assets and/or core competencies a firm has and what products or services can a firm produce with them
  • The Business Value Chain
      • Based on the concept of customer-centric; it is called the “Outside-in perspective”
        • We aim at serving customer’s needs
        • How a firm can construct new business models or a new ecosystem of partnerships or external relationships to deliver the services/products to customers
  • The Inside-out Perspective Process Offering Innovation Process Core Process Service System Product/Service Performance Customer Service How a company organizes to support innovation Proprietary processes that add value Basic features, performance, and functionality Extended system that surrounds an offering How you service your customers Source: “Seizing the white space”, Tekes, 2007
  • The Outside-in Perspective Delivery Finance Channel Brand Business Model Customer Experiences Value Network How you connect your offerings to your customers How you express your offering’s benefit to customers How you create an overall experience for customers How the enterprise makes money Enterprise structure and value chain Source: “Seizing the white space”, Tekes, 2007
  • The New Opportunity
    • Service business model is still evolving while ICT technologies are still the moving target
      • Customers are hard to catch up
      • The gap of knowledge leaves room for the professionals, but must be the T-shape professionals
      • Service-oriented technologies are definitely the foundation technologies supporting the Service Economy
  • Current environment Services clients perceive that the service provider is here on the learning curve ... The services opportunity is the delta in knowledge and capability. ... while they are still here. { Generations of technology and evolving business models supersede each other at an increasingly rapid rate.
  • The New Opportunity
    • The IT service business depends on rapid acquisition and deployment of knowledge
    • The services business is a knowledge business;
      • method is captured, reusable knowledge
    • Expertise and capability is at the heart of the services business, but profitability is dependent on leveraging assets, expertise and innovation.
    • Client businesses are evolving rapidly into virtualized, componentized, and hybridized business ecosystems.
  • The Based Capability
    • Every services situation is unique
      • if one studies individual situations we can see patterns emerge
      • These patterns are the points of opportunity to create methods that can increase capability in providing service
    • In order to capture these patterns one needs to be able to bridge multiple areas of knowledge. We call this situation “based capability”
  • Methods play a key role in a services business
  • Conclusion
    • The advancement of the Service-oriented technologies (such as SOA) definitely has significant influence on the development of the Service-oriented businesses
    • But we still do not quite understand the relationship between the service economy and the current IT technologies which support them
    • What challenges the businesses face in regarding technology and information that support them
  •