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

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
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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
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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
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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
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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
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7. Our Approach
 Charactrizing Services
 Establishing concepts, relations and rules
 Identifying activities in service lifecycle
 Identifying service knowledge management framework
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8. Discovering Semantics in Service Activities
 Service Elements
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10. Service Ontology
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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
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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
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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)
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14. METHOD CONTENT
EAMPLE: TASK DESCRIPTION
Source: An Introduction to Eclipse Process Framework (link)
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15. PROCESS
EAMPLE: CAPABILITY PATTERN
Source: An Introduction to Eclipse Process Framework (link)
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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)
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17. OUR PROPOSAL
MAPPING
Mapping between service knowledge elements process framework
elements
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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
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19. QUESTIONS ?