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Semantic IT Service Catalog in a German Public Organization

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Semantic IT Service Catalog in a German Public Organization: Design, Development, and Implementation

SEMANTiCs 2015, Vienna

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Semantic IT Service Catalog in a German Public Organization

  1. 1. Semantic IT Service Catalog in a German Public Organization Design, Development, and Implementation SEMANTiCs 2015, Vienna Vera G. Meister, Jonas Jetschni
  2. 2. SEMANTiCs 2015 · Vienna · 16.09.2015 Page 9/10/2015 2 Agenda  Initial Situation  Approach  IT Project  Success Criteria  Obstacles  Benefits  Next Steps  Demo Meister, Jetschni · Semantic IT Catalog in a German Public Organization
  3. 3. SEMANTiCs 2015 · Vienna · 16.09.2015 Page 9/10/2015 3 Initial Situation IT Operations and IT Management  in our university  homegrown  heterogenious  primarily focused on technical aspects  rather reactive than proactive  similar situation in a majority of public organizations  lack of transparency and guidance for  users  IT staff  executives Meister, Jetschni · Semantic IT Catalog in a German Public Organization
  4. 4. SEMANTiCs 2015 · Vienna · 16.09.2015 Page 9/10/2015 4 IT Management Structure Meister, Jetschni · Semantic IT Catalog in a German Public Organization NOG Administration Lab Services DTE Lab Services DCS Lab Services DBM Head Head Library Data Center ChancellorPresident CIMC Center X before 2014 now Project Y CIO Panel
  5. 5. SEMANTiCs 2015 · Vienna · 16.09.2015 Page 9/10/2015 5 Service Orientation As of now • no service orientation • no clear picture about IT services • support at technical level is basically well organized, but under pressure • user support follows the „Hey Joe“ principle • necessity of broad technological know how at all organizational levels • at the same time: redundant services to some extent Decision of the CIO panel (January 2015) • stepwise implementation of service orientation • priority No 1: implementation of an IT service catalog • provide at least a central information base Meister, Jetschni · Semantic IT Catalog in a German Public Organization
  6. 6. SEMANTiCs 2015 · Vienna · 16.09.2015 Page 9/10/2015 6 Approach 1. Requirements Analysis  Collection of use cases, requirements, and competence questions 2. Subject and Field Research  IT service catalog implementations in German public organizations  Structure and general requirements on IT service catalogs 3. Evaluation of Implementation Types  Analytical Hierarchy Process based on core general requirements 4. Data Collection  Media analysis, inquiry, and observation 5. Prototyping Meister, Jetschni · Semantic IT Catalog in a German Public Organization
  7. 7. SEMANTiCs 2015 · Vienna · 16.09.2015 Page 9/10/2015 7 Use Cases and Requirements Meister, Jetschni · Semantic IT Catalog in a German Public Organization want to have guidance on public IT services at university  e. g. as prospect students, as potential project partners of the university etc. need information about a specific IT service  e. g. about access conditions, service options, support offerings, operational processes etc. aim on central coordination and standardization of services  e. g. for efficient appointment of scarce resources, for optimal support for IT management processes etc. need reliable data about costs and expenses of IT services  e. g. for budget planning, for implementing an internal transfer pricing system for shared IT services etc.
  8. 8. SEMANTiCs 2015 · Vienna · 16.09.2015 Page 9/10/2015 8 Evaluation of Implementation Types Meister, Jetschni · Semantic IT Catalog in a German Public Organization Doc Document-based IT service catalog CMS IT service catalog based on a Content Mgt. System Sem Semantic IT service catalog 0% 10% 20% 30% 40% 50% 60% 70% Sem DMS Doc Relationenabbild Prozesssupport Informationsversorgung Outline of Relations Process Support Information Supply CMS
  9. 9. SEMANTiCs 2015 · Vienna · 16.09.2015 Page 9/10/2015 9 IT Project 1. Selection of Tools, Standards, and Frameworks  ontology editors, basic ontologies and vocabularies, code libraries 2. Ontology Engineering  as fare as possible based on standards, streamlined structure 3. System Design  simple prototyping with multiple options for extensions 4. Application Development  based on web technologies: HTML5, CSS3, JavaScript, PHP 5. Evaluation  based on personal discussions, inquiry schedule, and observation (N=25) Meister, Jetschni · Semantic IT Catalog in a German Public Organization
  10. 10. SEMANTiCs 2015 · Vienna · 16.09.2015 Page 9/10/2015 10 Ontology Editors Systems Tested  CMap Tools  Knowledge Builder  PoolParty  rdfEditor  Protégé  WebProtégé  OWLGrEd  None of the tools meets all requirements  Selection of a tool set: rdfEditor, Protégé, and WebProtégé Meister, Jetschni · Semantic IT Catalog in a German Public Organization Requirements 1) Structured coding 2) Syntax checking 3) Support of standards 4) Ontology „mashup“ 5) Easy reengineering 6) Structure and Graph visualization 7) Support of cooperative work
  11. 11. SEMANTiCs 2015 · Vienna · 16.09.2015 Page 9/10/2015 11 itcat Schema Graph Meister, Jetschni · Semantic IT Catalog in a German Public Organization Agent Service schema:agent Document Organi- zation Person Role Service Category Catalog Category Subject Category Life Cycle Stage itcat:inCategory IT Asset Priority Entity Criticality Qualitative Value itcat:hasStage itcat:usableWith foaf:page itcat:hasPriority itcat:hasCriticality schema:member schema:employee • Planning • Implementation • Operation • In Relief • Off • Communication • Business Adm. • Information • Infrastructure • Library • Network • Teaching Platf. • Miscellaneous • Business • Infrastructure • Operational • Public schema:isRelatedTo
  12. 12. SEMANTiCs 2015 · Vienna · 16.09.2015 Page Based on Open Standards 12 System Design and Development Responsive GUI Login | FAQ | Search | Main | Editor Application Layer PHP | REST HTTP Basic Ontologies schema | skos | itcat | … Triple Store Fuseki | Jena SPARQL Endpoint Document Server BP Models Templates Information Semantic Server • OWL Processing • Inferencing • Crawling / Parsing D2R Server / REST-API CMS RDB Mapping External RDB Google MDL sparqllib.php Meister, Jetschni · Semantic IT Catalog in a German Public Organization 9/10/2015
  13. 13. SEMANTiCs 2015 · Vienna · 16.09.2015 Page 9/10/2015 13 Evaluation Setting and Results Evaluation setting • Form with six non-polar questions about first impression, usability aspects, and further wishes or requirements; period: August 2015 • 25 Evaluators: Top Management 2 Head of Department/Center 5 Project Manager 2 Professors 5 Academic Staff 2 Administrative Staff 3 Students 6 • personal discussions, observation of system’s usage; ongoing interpretation Meister, Jetschni · Semantic IT Catalog in a German Public Organization 16 7 2 Wow! Well … Oh no? Interesting … Navigation is totally confusing! That‘s exatly, what we are missing!
  14. 14. SEMANTiCs 2015 · Vienna · 16.09.2015 Page 9/10/2015 14 Success Criteria and Obstacles Success Criteria • Joint expertise of the core developers (subject + semantic technology) • Time for growing • Top management’s buy in • Enthusiasm and doggedness • Flexible technical support by administrative staff Obstacles • Shortage of human resources • Blockers in the CIO panel • Weak tool support for ontology merging • Weak standard vocabulary support Meister, Jetschni · Semantic IT Catalog in a German Public Organization
  15. 15. SEMANTiCs 2015 · Vienna · 16.09.2015 Page 9/10/2015 15 Benefits Appreciated by Evaluators  Chancellor: Reports allow better control of the organization, e. g. in terms of review of contracts with extern providers.  Professor + Case worker: It may be very helpful during onboarding.  Head of Lab Services: We could implement our ticket system for all users.  Controler: We could check the involvement of staff into IT services and allocate costs according to the cost-by-cause principle.  Student: It‘s nice to have all services for students in one place. Intended by CIO Panel  More streamlined IT service supply,  Data basis for IT-related financial and organizational decisions,  Central information point and access point for service support. Meister, Jetschni · Semantic IT Catalog in a German Public Organization
  16. 16. SEMANTiCs 2015 · Vienna · 16.09.2015 Page 9/10/2015 16 Next Steps Meister, Jetschni · Semantic IT Catalog in a German Public Organization  Content development  Functional enhancement  Faceted search and filtering  Visualization of relations between services  Login and target-group-specific presentation  Semantic server with more functionality and performance  Ontology enhancement/upgrading  Connection to other systems (monitoring, CMS, DMS)  Implementation of REST API  Further deployment in the federal state Brandenburg
  17. 17. SEMANTiCs 2015 · Vienna · 16.09.2015 Page 9/10/2015 17 Demo: IT Service Catalog Prototype Meister, Jetschni · Semantic IT Catalog in a German Public Organization
  18. 18. Fachbereich Wirtschaft Thank You for Listening Vera G. Meister Jonas Jetschni vera.meister@fh-brandenburg.de jonas.jetschni@fh-brandenburg.de

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