S-CUBE LP: Service Network Analysis & Prediction Tool (SNAPT)
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S-CUBE LP: Service Network Analysis & Prediction Tool (SNAPT) S-CUBE LP: Service Network Analysis & Prediction Tool (SNAPT) Presentation Transcript

  • S-Cube Learning Package Service Networks Visualization:Service Network Analysis & Prediction Tool (SNAPT) University of Crete (UoC) Mariana Karmazi, Christos Nikolaou, Pantelis Petridis, George Stratakis www.s-cube-network.eu
  • Learning Package Categorization S-Cube Business Process Management (Performance) Analysis and Design of Service Networks Service Network Analysis and Prediction Tool (SNAPT)Learning Package: Service Network Analysis and Prediction Tool © S-Cube - 2
  • Learning Package Overview Problem Description Service Network Analysis and Prediction Tool (SNAPT) – SNAPT Overview and Fundamental Concepts – SNAPT Metamodel and Visualization Techniques – From Service Network Models to initial draft Business Process Models and simulation models SummaryLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 3
  • Background: Service Systems (orService Networks) Service system: dynamic co-creation configuration of resources (people, organizations, shared information) and technology, connected together through value propositions (Spohrer, Maglio) – Proposed in order to model, analyze and optimize interactions among various network partners. – High level of abstraction, hiding details regarding concrete interactions in terms of business processes - Model services that are offered and consumed by business entities - Service providers (providing a set of service offers) Formatted mainly because of: globalization, advances in ICT, pressure for innovation, increased competition, constant change of customers’ demands, which lead to increased focus on core competencies (or strengths) and outsourcing. Based on a new marketing discipline: Service-Dominant (S-D) Logic Service networks are considered as projections of service systems and they are embedded in Service EcosystemsLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 4
  • Background: Service Ecosystem A Service Ecosystem is a socio-technical environment consisting of: – All the services available in a particular sector of the economy (e.g. home electronics, online media, etc.) – All the supporting (enabling) good and services (e.g. Banking, building mainetance, power and telecom utilities, brokers, distributors, etc.) – All the regulating and supervising authoritiesLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 5
  • Jim Spohrer (IBM): Multiple Approachesto Study Service SystemsLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 6
  • Perspectives on Service SystemsModeling and Analysis Business Perspective (economic and marketing viewpoint): Conceptual modeling and analysis techniques studying service networks in a high abstraction layer depicting the entities participating in the network while analyzing network vitality and calculating value created for each participant and for the network as a whole. – Value chain, Value Networks IT Perspective: Deals with the alignment and coordination of the participating entities’ business processes and information systems in order to achieve the agreed-upon business outcome – Business Process Management (BPM) and its lifecycle – Service-oriented architecture (SOA)Learning Package: Service Network Analysis and Prediction Tool © S-Cube - 7
  • Problem Description Thus, there is a need for a holistic approach combining the concepts underpinning BPM and SOA in order to support service systems prevailing in the networked economy – Propose a unified modeling methodology combining concepts from the business perspective and the IT perspective – Target both - Business analysts - IT experts SNAPT Vision: – Visualize service networks (SNs), define business metrics and goals to SNs in terms of Key Performance Objectives (KPOs), monitoring of KPIs corresponding to KPOs sets, take corrective actions (e.g., violations) – A prototype tool for constructing service network models and transforming into initial business process models based on BPMN, bridging the gap between tools and concepts.Learning Package: Service Network Analysis and Prediction Tool © S-Cube - 8
  • Learning Package Overview Problem Description Service Network Analysis and Prediction Tool (SNAPT) – SNAPT Overview and Fundamental Concepts – SNAPT Metamodel and Visualization Techniques – From Service Network Models to initial draft Business Process Models and simulation models SummaryLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 9
  • Overview of SNAPT SNAPT is a prototype tool for: – Modeling service networks as a set of services and business entities based on a proposed meta-model – Adding Key Performance Objectives (KPOs) to services within SNs – Analyzing performance of service networks – Extracting draft business process models out of service networks models - BPMN 1.2 support, Eclipse BPMN editor - IBM Websphere Studio process diagrams – Support for simulation tools (e.g., Vensim, iThink) - Currently, service networks models are mapped to simulation models supported in Vensim Learning Package: Service Network Analysis and Prediction Tool © S-Cube - 10
  • SNAPT Architecture in brief SNAPT has been developed following the Model-Driven Architecture (MDA) Eclipse platform has been utilized for the development process taking advantage of the plug-ins extension mechanisms in order to allow future extensions or modifications to the tool.Learning Package: Service Network Analysis and Prediction Tool © S-Cube - 11
  • SNAPT Models and Plug-insLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 12
  • SNAPT Fundamental Concepts Foundation principle: any business can be modeled as a service. – Products as a service = it is the delivery of the product that comprises the service offered to the end customer – Consistent with Service-Dominant (S-D) Logic The existence of a service network implies that there is a single service or a bundle of services that a key business entity delivers to an end customer. – In the car industry domain, the process of manufacturing a car can be modeled as a service network encompassing all the entities working together to deliver a car - The service network provides a single service: the carLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 13
  • SNAPT Fundamental Concepts A Service Network is defined as a set of business entities and services and it can be visualized as a graph of nodes – Nodes correspond to business entities – Arcs correspond to services offered and consumed by the business entities inside the network - An arc implies an economic exchange - Origin point of the arc reveals the business entity that offers the service - The end point of the arc reveals the business entity that consumes the serviceLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 14
  • Learning Package Overview Problem Description Service Network Analysis and Prediction Tool (SNAPT) – SNAPT Overview and Fundamental Concepts – SNAPT Metamodel and Visualization Techniques – From Service Network Models to initial draft Business Process Models and simulation models SummaryLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 15
  • SNAPT Service Network MetamodelLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 16
  • Metamodel Concepts Business Entity: any independent economic entity that provides and/or consumes services in a service network – Business entities may offer various distinct and even unlike services at the same time, cooperating with a lots of independent business entities. – When modeling a service network, only those services that contribute to the final service offering is modeled for each business entity Business entities generate value from their participation in the network Each business entity is assigned to a role in a particular network Four types have been distinguished based on the functional properties: – End-customers – Enablers – Service Sub-Network – ParticipantsLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 17
  • A Business Entity/Service ProviderLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 18
  • Metamodel Concepts End Customer: only consumes service provided by the network – They do not contribute to the service composition – They actually offer a service to the network by providing feedback, e.g. feedback concerning their experiences Enabler: offer a service that enables the delivery of other services – Always interact with both service provider and service consumer – For example: FedEx, intermediate payment services like Paypal or Google CheckOut.Learning Package: Service Network Analysis and Prediction Tool © S-Cube - 19
  • Metamodel Concepts Service Sub-Networks: they have an internal structure of their own and nestle an entire service network that provides and/or consumes services. – Restriction: each service offered or consumed by a service sub- network must also be offered or consumed by a single business entity inside the sub-network Participants: an ad-hoc business entity which usually used to refer to the service providers.Learning Package: Service Network Analysis and Prediction Tool © S-Cube - 20
  • Metamodel Concepts Services: refer to both goods and services, tangible and intangible in nature. Denote what is exchanged in the network – Connects business entities in 1-to-1 relationships, ‘offer’ and ‘consume’ – ‘Offering’ is represented with a solid-line arrow originated from the business entity node which acts as service provider – ‘Consumption’ is depicted as a dashed-line arc in the opposite direction originating from the business entity node that consumes the service – service consumers “Enablement Service”: connects an enabler with another business entity or directly with the service it enablesLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 21
  • Metamodel Concepts Key Performance Objectives (KPOs): used to model business and performance objectives – Associate a business metric with a service in the network and describe the expected performance of the underlying business processes from both the source and target business entities – Reflect the expected target value as declared by a business analyst – For any given service, a service provider has his own business goals reflected to the KPOs that he will try to satisfy. At the same time, the consumer has some requirements that the service must meet and these should also be reflected to the KPO Model. As a result, in our meta-model service offerings are related to KPOs, and so do service consumptions – Key Performance Indicators (KPIs): are business metrics used on the Business Process Management layer for as a part of the monitoring process for measuring the performance of business processes - KPIs contains the measured value of a business metric in contrast to the expected value declared by a KPOLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 22
  • Snapshots: Visualize Service Networks Participant offers a Single service to the End Customer Enablement Service: an Enabler enables the delivery of the Service 1Learning Package: Service Network Analysis and Prediction Tool © S-Cube - 23
  • Snapshots: Service Sub-Networks Service Network ServiceSubNetwork Sub-network input Sub-network outputService “Supplies” consumed by “Service” offered byServiceSubNetwork in the SN (left), is ServiceSubNetwork in the Servicemapped to an input port in the Network (left), is mapped to an outputServiceSubNetwork (right). port in the ServiceSubNetwork (right).Learning Package: Service Network Analysis and Prediction Tool © S-Cube - 24
  • Snapshot: Assign KPOs SNAPT provides a KPI Library based onthe APQC Process ClassificationFrameworks  Fully compatible with IBM Websphere Business Modeler SNAPT updates its internal KPI libraryfrom the KPIs Repository  REST-based interface SNAPT user can select from the librarythe desired KPO to assign to a service Learning Package: Service Network Analysis and Prediction Tool © S-Cube - 25
  • Case study: Car Repair Service Network The purpose of this network is to efficiently deliver to the car owners the service of “Parts and Repair” In order for the Dealers to deliver the “Parts and Repair” service to the Car Owners, they must first order the parts with the help of the Parts Manager and then consume one of the “Parts” service delivered by Car OEM or the Third Party Suppliers, together with the “Repair” service provided by the technicians and taking into account the “Advice for Repairs” service delivered by the CAR OEM. The CAR OEM delivers the “Parts” and the “Advice for Repairs” service after consuming the corresponding services from the Supply Chain Supplier and the Help Desk Experts, respectively.Learning Package: Service Network Analysis and Prediction Tool © S-Cube - 26
  • Case study: Car Repair Service NetworkModelLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 27
  • Learning Package Overview Problem Description Service Network Analysis and Prediction Tool (SNAPT) – SNAPT Overview and Fundamental Concepts – SNAPT Metamodel and Visualization Techniques – From Service Network Models to initial draft Business Process Models and simulation models SummaryLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 28
  • From Service Network Models to initial draft Business Process Models SNAPT supports a methodology for mapping Service Network Models to Business Process Models Two sets of transformation rules are proposed and supported by SNAPT – The 1st set maps SN models to collaborative business process models according to BPMN v.1.2 standard and the export format is compatible with the Eclipse BPMN Editor, an open source business process diagram editor – The 2nd set maps SN models to process models based on the format supported by IBM WebSphere Business Modeler Advanced. - A commercial business process modeling and analysis toolLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 29
  • Sequencing of Services (1/3) The delivery of the service offered by a service network implies that the resources and back-end systems of the business entities are integrated and coordinated accordingly in order to achieve connection of entire business value chains that will deliver the desired outcome. However, service networks models are highly abstract in nature and they do not include any operational details, like sequencing of processes, message exchanges, etc. So, it’s mandatory to properly annotate services in the service network models to define the order of services in a service network model – Identify composite servicesLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 30
  • Sequencing of Services (2/3) Sequencing information of each service s is created relatively to the set of services that are offered to the source business Entity of service s Gateways are used to express sequencing, which can be nested in any order – Sequential Block: this gateway implies that any of its children elements is delivered in series, one after the other – AND Block: this gateway specifies that its elements should be delivered in parallel – XOR Block:denotes that exclusively one of the elements in the block must be delivered. To sum up, any sequencing service (a service with sequencing information attached) is decomposed to several services that will be delivered in the order defined by gatewaysLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 31
  • Sequencing of Services (3/3): SimpleSequential Block Example Example of Sequential Block: In order for Service1 to be delivered to Participant2, both Service2 and Service3 must first be delivered to Participant1 in order. Annotation indicating Sequencing Services Sequence OrderLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 32
  • From SNAPT to Eclipse BMPN Editor Mapping from SN constructs to BPMN elements Mapping a single service delivery to a generic BPMN workflowLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 33
  • From SNAPT to Eclipse BMPN Editor The transformation process is more complex if the service network is annotated with sequencing information – The service’s sequencing information is mapped to both generic and complex workflows, depending on the service or SequencingService objects composed of. – These workflows are processed in a specific manner, depending on the sequencing constructs used in the sequencing information. – Objects contained in - … a SequentialBlock, are mapped to workflows that are processed in series in the order indicated by the Sequence, XORSequence or ANDSequence objects. - … an ANDBlock are mapped to workflows that are connected via a BPMN parallel gateway, - … a XORBlock are mapped to workflows that are connected via a BPMN exclusive data-based gatewayLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 34
  • From SNAPT to Eclipse BMPN EditorExample Based on the Simple Sequential Block ExampleLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 3
  • From SNAPT to IBM WebSphereBusiness Modeler Mapping from SN constructs to IBM Modeler elements Mapping a single service delivery to a generic workflowLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 36
  • From SNAPT to IBM WebSphereBusiness ModelerLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 37
  • Case study: Car Repair Service Networkto Eclipse BPMN diagramLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 3
  • Case study: Car Repair Service Networkto IBM WebSphere Modeler 1 (a) (b) (c) (a) 2 (b) (c)Learning Package: Service Network Analysis and Prediction Tool © S-Cube - 39
  • From SNAPT to VENSIM tool A system dynamics model in Vensim tool also consists of variables and arrows that represent the relations and specifically the dependencies among the variables. Business entities are mapped to either a constant or an auxiliary variable Services are mapped to variables, as well. For each Service Network Model Service, three variables are declared corresponding to the two business entities and the service; two arrows connect the service variable to the source and target business entityLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 40
  • From SNAPT to VENSIM modelsLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 41
  • Learning Package Overview Problem Description Service Network Analysis and Prediction Tool (SNAPT) – SNAPT Overview and Fundamental Concepts – SNAPT Metamodel and Visualization Techniques – From Service Network Models to initial draft Business Process Models and simulation models SummaryLearning Package: Service Network Analysis and Prediction Tool © S-Cube - 42
  • Summary Towards bridging the world of business analysts and IT experts including the concept of service systems SNAPT serves as a hub providing appropriate outputs to both simulation tools that analyze the vitality of these networks as well as to BPM suites, for supporting the underlying business processes which connect the systems of the involved participants. – To this extent SNAPT models are transformed and extracted into a draft form of collaborative business processes based on the BPMN format and the IBM’s WebSphere Business Modeler business process model format.Learning Package: Service Network Analysis and Prediction Tool © S-Cube - 43
  • Further ReadingP. Petridis, C.Nikolaou:Towards a universal Service Network-centric framework todesign, implement and monitor Services in complex Service Ecosystems: TheService Network Analysis & Prediction Tool (SNAPT). Department of ComputerScience, University of Crete, Heraklion, Master Thesis (Msc) 2010.G. Stratakis, C. Nikolaou: Analyzing Service Networks from differentperspectives usingthe Service Network Analysis & Prediction Tool (SNAPT)Department of Computer Science, University of Crete, Heraklion, Master Thesis2011.Learning Package: Service Network Analysis and Prediction Tool © S-Cube - 44
  • Acknowledgements The research leading to these results has received funding from the European Community’s Seventh Framework Programme [FP7/2007-2013] under grant agreement 215483 (S-Cube).Learning Package: Service Network Analysis and Prediction Tool © S-Cube - 45