Presentación de IBM en el marco del Acto de inauguración del curso académico 2012-2013 celebrado el 25 de septiembre de 2012

1. El papel del Informático en la era de los
Servicios
El rol del Service Manager en los proyectos de Outsourcing TI
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2. Grado de Informática y Servicios_Relación SSME
 La ingeniería orientada a la excelencia en los servicios. ¿Hace falta un nuevo ingeniero
en el mundo de los servicios?
 El sector servicios se ha convertido, en el principal contribuidor del PIB y la principal
fuente de ocupación de las economías de los países desarrollados.
 Del paradigma industrial centrado en el producto, hacia un paradigma de servicios
centrado en el cliente o usuario.
 Es en este contexto en el que una nueva disciplina académica, profesional y empresarial
aparece: SSME (Service Science, Management and Engineering) y que está
redefiniendo el papel de los profesionales y en particular los ingenieros que necesita la
economía de los servicios.
 UAB e IBM: Acuerdo Marco de Colaboración. Escola Gimbernat i Tomàs Cerdà: Grado
de Informática y Servicios.
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3. Context and motivations
 Services becoming the new hub of most modern economies
 Services dominating current economic activities
(U.S. Department of Commerce, 1995, p. 417)
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4. The rise of the service economy
 Governments need to make service innovation a priority
– growth depends on it.
 Businesses need to make systematic approaches to
service innovation a priority
– revenue and profit growth depend on it.
 Academics need to bridge discipline silos – service
innovation is multidisciplinary
– students’ futures depend on it.
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5. Current services thinking
 A service is a provider-to-client interaction that creates
and captures value while sharing risks
 Services are value that can be rented
 Services are the application of specialized competences
(skills and knowledge)
 Services are autonomous, platform independent,
business functions
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6. Service innovation is inherently multidisciplinary
Knowledge sources driving service innovations…
Business
Technology Business Administration
Science & Innovation Innovation and
Engineering Management
Social-Organizational Demand Global
Innovation Innovation Economy
Social Sciences & Markets
SSME = Service Sciences, Management, and Engineering
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7. What are some everyday services?

– Trains, planes, delivery

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8. 8
Need more T-shaped people – both deep and broad
Science and Engineering
Service Education is Interdisciplinary
Industrial and Systems Engineering
Computer Science & Info. Systems
Math and Operations Research
Economics and Social Sciences
Business Anthropology
Organizational Change & Learning
Business and Management
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9. ¿Cuál es el papel del Informático en
la era de los Servicios?
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10. Need for Academic Curricula Change
Business Models Science
& &
Processes Technology
SSME
People
&
Culture
The marketplace requires innovation that combines
people, technology, value and clients
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11. What Are We Saying?
 To Universities
– Update your curricula - teach in context around services
– Train your students to be more multi-disciplinary with skills in
technology, business and people/culture
– Help develop new scientific models and algorithms to improve
profitability of services businesses
 To Governments
– Fund University research and curricula for Service Science to help
your economy and develop skills for the 21st Century
 To Industry Partners
– Fund and participate in new Service Innovation Research
– Help with University outreach
 To IBMers
– Get involved with University Outreach for SSME and develop training
materials
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12. University Response
 Grado de Informática y Servicios, Escola Gimbernat i Tomàs Cerdà, UAB,
Barcelona.
 More than 230 Universities in 42 countries are teaching SSME courses
 There are more than 102 degree programs in SSME worldwide
 Numerous SSME Workshops
 24 Service Research Centers Worldwide
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13. El rol del Service Manager en los proyectos de Outsourcing TI
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14. Outsourcing
 El outsourcing es un modelo de gestión empresarial que
consiste en recurrir a un proveedor externo (outsourcer) para
la realización de un servicio que anteriormente la empresa
desarrollaba con personal y recursos propios (Cousido,
2006).
 El outsourcing o externalización de servicios, consiste por
tanto en el mecanismo por el cual una empresa recurre a
otro para realizar de forma parcial o total un componente,
actividad, proceso o servicio que hasta el momento se
realizaba internamente.
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15. Outsourcing Tipos
Tipos de Outsourcing (Moore, 2003)
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16. Outsourcing TI Razones
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17. Outsourcing TI Riesgos
Riesgos Outsourcing de TI en España (González, Gascó y Llopis, 2009)
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18. Outsourcing Fases
 Service As Is
 Transition&Transformation
 On going services
Rol del Service Manager
Asegurar niveles de servicios:
- En un entorno complejo
- Con proyectos de transición y transformación numerosos y
gestionandose al mismo tiempo
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19. 19
Need more T-shaped people – both deep and broad
Science and Engineering
Service Education is Interdisciplinary
Industrial and Systems Engineering
Computer Science & Info. Systems
Math and Operations Research
Economics and Social Sciences
Business Anthropology
Organizational Change & Learning
Business and Management
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