Kundenorientierte Gestaltung und Vereinbarung standardisierter IT ...

Weitere Magazine

Empfehlungen

Info

Brocke et al. Reuse-Mechanisms for Mass Customizing IT-Service Agreements configurable optional 0,n Service Engagement Commitment Commitment Result Commitment Origin 1,n 1,n 1,n 1,n Service Offering Design Service Offering Specialization Construction Service Agreement Service Agreement contains of applies applies applies applies 0,n 1,n 0,n extends bus includes 0,n 0,n 0,n 0,n 0,n 0,n 0,n Analogy Specialization Aggregation Configuration 0,n 0,n 0,n 0,n 0,1 0,n 0,1 0,n Analogy Construction Advice Configuration Rule Service Arrangement Instantiation Bus Assembly Service Arrangement Instantiation Swapping Assembly Proceedings of the Sixteenth Americas Conference on Information Systems, Lima, Peru, August 12-15, 2010. 6 0,n Aggregation Rule 0,n 0,n 1,n 0,n applies applies Instantiation Domain 1,1 1,1 0,n Assembly 0,n Dependencies 0,n 0,n 0,n 0,n 0,n 0,n Figure 3: Meta model of the generic part of an adaptable reference IT-service engagement [eERM-notation] SCENARIO-BASED APPLICATION OF THE REUSE-MECHANISMS In the previous sections, we introduced three stages and five reuse-mechanisms for the composition of service engagements. Based on a scenario, their application and corresponding efficiency in service engagement customization shall now be illustrated. Given a generic reference service engagement, it may first be used by IT-service providers in order to specify the service offering (1). Subsequently customer-specific adaption leads to declared, customer-individual service engagements that are contracted in master agreements (2). Based on that, the customer may continuously assemble commitments and configure the current service to his changing demands (3). As the scenario shows, the appropriate reuse-mechanisms per stage may be used independently and in conjunction in order to customize the service engagement (cf. Becker et al., 2007a). An example for applying the reuse-mechanisms in these steps is given in Figure 4 that illustrates a scenario of service engagement composition. It builds on a generic service engagement for basic B2B application hosting services. Thus, it predominantly specifies the provision and operations of basic database and operation systems for software applications as well as the required coordination of interface and release changes or updates. In the scenario, an IT-service provider derives a business accountancy specific service offering by applying according reusemechanisms to the reference engagement (1). Specialization construction has among others been performed by detailing potential software applications as well as the range of interfaces. Specific IBM application components have been defined in analogous construction to existing SAP components. Commitments for access rights and roles have been attached via aggregation of corresponding components. The resulting service engagement complements the provider’s offering. Building on this offering, one of the business departments has concluded a master agreement that determines the relevant functional extent of the service engagement according to the customer’s requirements (2). Therefore, the agreement has been configured as follows: Reporting activities have been defined as an optional commitment on request and the proposition of rights and roles management has not been demanded and thus was eliminated. Based on the service agreement, the customer has placed requests in order to assemble a hosting service as required for a specific expense report process (3). The basic service commitments have been extended by the selection and configuration of a process specific software application, an IBM process server and an SAP portal as well as one of the proposed database interfaces. Substitution of commitments took place through a request for accelerated incident management. IMPLEMENTATION AND EMPIRICAL EVALUATION The introduced reuse-mechanisms for gaining “mass” in mass customization of service agreements have been developed and applied in close cooperation with four IT-service providers. The development followed “design research” guidelines as promoted by Hevner et al. (2004) and Peffers et al. (2006). We identified that all providers suffered from the same problem: inefficiency through highly customized service agreements, while laboriously defined service catalogues were hardly utilized. In addition to relevant literature and in-depth interviews with experts, we analysed existing service catalogues and service level agreements of diverse divisions and subsidiaries with their customers (cf. Brocke, Uebernickel and Brenner, 2010b).
Brocke et al. Reuse-Mechanisms for Mass Customizing IT-Service Agreements (1)�Analogy: Construction�of�IBM� service�engagements similar�to�SAP�ones Basis Hosting Service for Accounting Application Components Pocess Supporting Software Appl. Operations Interfaces SAP Portal SAP Business Intelligence SAP Solution Manager Application Component Release IsAbstract: Application Component Abbreviations: Websphere Process Server Websphere Transformation Extender Websphere Business Monitor System Release Management Application Component Update Applied�Reference�Service�Model�for�Basic�Hosting Accounting Process Support Expense Report Process Support Cost and Investment Process Support Amount of Users Software Release (1)�Specialization: Construction�of specific�commitments based�on�generic�ones IsAbstract: Process Supporting Software Application Configure Option: 1 Reports Release Management Software Update Interface with Database DB23-423 Interface with Database DB32904-2 Interface with Database DB90231-2 Monitoring Interface Release IsAbstract: Interface (2)�Configuration:� Specifying�Reports�as� optional�on�request IsAbstract: specializes Optional includes Abstract Commitment Commitment extends bus Included Commitment Configure Option: 1 Archiving Interface Data Interface Update (2)�Configuration:� Elimination� of�right� and�role�elements Operations Management Incident Management Accelerated Incident Management Problem Management Change Management Availability Management Capacity Management Rights and Roles Definition of Right and Role Model Administration of Rights and Roles Role Defintion for Hosting Administration Basic Service Administration Application Recovery User Administration Solve Problem Ticket Master�Agreement Service�Agreement Basic Hosting Service for Accounting Process at Custome... SAP Portal 01 Websphere Process Server Accelerated Incident Management Problem Management Proceedings of the Sixteenth Americas Conference on Information Systems, Lima, Peru, August 12-15, 2010. 7 swaps (1)�Aggregation:� Consistent�with� other�Service� Models swaps Configurable Commitment [0;1] Basis Hosting Service for Accounting Application Components Pocess Supporting Software Appl. Operations Interfaces Operations Management Accounting Interface wi th W ebsphere SAP Portal Process Database Incident Process Server Support DB23-423 Management SAP Busi ness W ebsphere Expense Report Interface wi th swaps Trans form at ion Process Database Intelligence Extender Support DB32904-2 Accelerated Incident Management Cost and W ebsphere Interface wi th SAP Solution Investment Manager Business Process Database Monitor DB90231-2 Support Problem Management Basic Service IsAbstract: IsAbstract: Process IsAbstract: Administration Application Supporting Interface Component Software Change Application Application Management Recovery Configure Configure System Release Amount of Option: 1 Option: 1 Management Monitoring Users Reports Archiving User Interface Data Availability Management Administration Release Management Application Application Software Software Interface Interface Component Component Capacity Solve Problem Release Update Release Update Release Update Management Ticket Continuous�adaptable�Service�Arrangement (3)�Swapping�Assembly: Standard�Incident�Management has�been�exchanged�by the�accelerated�one Instantiated Optional Commitment extends bus Accounting Process Support Basis Hosting Service for Accounting Change Management includes Availability Management Interface with Database DB23-423 (3)�Bus�Assembly: Monitoring Multiple�commitments are�added�to�Basic Hosting�Service Instantiated included Commitment User Administration Figure 4: Application of reuse-mechanisms in a reference service engagement for basic hosting [UML-class notation] (2) Capacity Management On this basis, we first iteratively developed, discussed with IT-professionals, and refined multiple samples of customizable service engagements that consist of self-contained, reusable commitments. We subsequently enhanced the samples to reference IT-service engagements that specified opportunities of configuration, swapping-assembly and bus-assembly (Brocke, Uebernickel and Brenner, 2010a). Potentials for analogous construction, specialization and aggregation became obvious as we identified communalities when defining a wide range of service engagements in very different domains - such as ‘End-to-End Accounting’, ‘Company Internet Access’ and ‘Application Hosting’. Numerous workshops with ITprofessionals were used to evaluate their potential appliance in practice. We additionally implemented a self-service portal that supports bus and swapping assembly when instantiating commitments. Subsequently, the reuse-mechanisms and their application in a service portal became conceptual parts of a pilot project. The project aimed for industrializing the IT-service management of a multinational ICT provider that records revenue of nine billion euro. Representatives of the IT provider’s customer organization tested and evaluated results by points-based questionnaires and vote for extended implementation. SUMMARY AND FUTURE RESEARCH Customer-specific demands of individual adjustment in service specifications cause both high efforts in service offering design and service agreement negotiation as well as unrepeatable and project-based ad-hoc implementation in IT-operational processes. Two fields of related research seem promising to contribute to a solution for this challenge. Reference modeling concerns itself with the adaption and configuration of generic models to specific requirements whilst mass customization concepts aim to turn out individual solutions to costs of mass production. Thus, we proposed to transfer the mass customization approach to the domain of IT-services and implement it through applying reuse-mechanisms of the reference modeling domain. Following the two critical aspects for applying mass customization, we determined modular components of IT-service engagements and stage of customization in the IT-service lifecycle. We then transferred reuse-mechanisms to the domain of IT-service engagements and allocated them to the three identified stages of mass customization. A scenariobased application of the reuse-mechanisms originates from close collaboration with cooperating IT-organizations and illustrates the mechanisms’ utilization and potential effects. The definition of reuse-mechanisms enables their empirical evaluation and fosters theory building. However, this requires the voluminous enhancement of current IT-service engagements with appropriate reuse-mechanisms. One future research objective is the identification and collection of best-practice IT-service engagements in order to derive reference service engagements for IT-service providers. Furthermore, the development of software-based support for adapting and applying ITservice engagements is necessary. Regarding the software-support of the service arrangement stage, we aim for further findings in usability-aspects from our implementation of a customer self-service portal, which is currently under revision. Further research includes a machine-readable meta-language to specify the required data of resulting service engagements.
Seite 1:
Kundenorientierte Gestaltung und Ve
Seite 7 und 8:
Vorwort Die vorliegende Arbeit ents
Seite 11 und 12:
Inhaltsverzeichnis i Inhaltsverzeic
Seite 13 und 14:
Abkürzungsverzeichnis iii Abkürzu
Seite 15 und 16:
Zusammenfassung v Zusammenfassung D
Seite 17:
Teil A Teil A
Seite 20 und 21:
2 Einleitung • Kontinuierliche Ve
Seite 22 und 23:
4 Einleitung • Wissenschaftlern l
Seite 24 und 25:
6 Thematische Einordnung 2 Thematis
Seite 26 und 27:
8 Thematische Einordnung 2004]. Aus
Seite 28 und 29:
10 Thematische Einordnung Für die
Seite 30 und 31:
12 Thematische Einordnung Das IIM-M
Seite 32 und 33:
14 Thematische Einordnung 2.2.2 Lei
Seite 34 und 35:
16 Thematische Einordnung 2.3 Mass
Seite 36 und 37:
18 Thematische Einordnung 2.4 Metho
Seite 38 und 39:
20 Thematische Einordnung fasst die
Seite 40 und 41:
22 Forschungsmethoden und Gang der
Seite 42 und 43:
Seite 44 und 45:
Seite 46 und 47:
Seite 48 und 49:
Seite 50 und 51:
Seite 52 und 53:
34 Forschungsergebnisse den zugesch
Seite 54 und 55:
36 Leistuungsprodukttisierung R, A
Seite 56 und 57:
38 Forschungsergebnisse chen Bedarf
Seite 58 und 59:
40 Forschungsergebnisse 4.4 Methode
Seite 60 und 61:
42 Forschungsergebnisse Um die Nutz
Seite 62 und 63:
44 Forschungsergebnisse IT-Produkt
Seite 64 und 65:
46 Forschungsergebnisse Die Technik
Seite 66 und 67:
48 Forschungsergebnisse Beitrag B.8
Seite 68 und 69:
50 Forschungsergebnisse Auslöser f
Seite 70 und 71:
52 Forschungsergebnisse Tabelle 3:
Seite 72 und 73:
54 Zusammenfassung der Publikatione
Seite 74 und 75:
Seite 76 und 77:
Seite 78 und 79:
Seite 80 und 81:
Seite 82 und 83:
Seite 84 und 85:
Seite 86 und 87:
68 Erkenntnisse und Ausblick schung
Seite 88 und 89:
70 Erkenntnisse und Ausblick Teilei
Seite 90 und 91:
72 Anhang I: Umsetzungsbeispiele sp
Seite 92 und 93:
74 Anhang I: Umsetzungsbeispiele ce
Seite 94 und 95:
76 Anhang I: Umsetzungsbeispiele Ab
Seite 96 und 97:
Seite 98 und 99:
Seite 100 und 101:
Seite 102 und 103:
84 Anhang II: Modellierungsnotation
Seite 104 und 105:
86 Anhang II: Modellierungsnotation
Seite 106 und 107:
88 Literaturverzeichnis [Becker et
Seite 108 und 109:
90 Literaturverzeichnis [Brocke 201
Seite 110 und 111:
92 Literaturverzeichnis [Burr 2003]
Seite 112 und 113:
94 Literaturverzeichnis [Ebert et a
Seite 114 und 115:
96 Literaturverzeichnis [Heinrich &
Seite 116 und 117:
98 Literaturverzeichnis [Lau 1997]
Seite 118 und 119:
100 Literaturverzeichnis [Peters &
Seite 120 und 121:
102 Literaturverzeichnis [Schweitze
Seite 122 und 123:
104 Literaturverzeichnis [Vogedes e
Seite 125 und 126:
Abbildungsverzeichnis 107 Abbildung
Seite 127 und 128:
Teil B Teil B
Seite 129:
Abdruck der Publikationen Abdruck d
Seite 132 und 133:
Fallstudien zur Leistungsgestaltung
Seite 134 und 135:
Seite 136 und 137:
Seite 138 und 139:
Seite 140 und 141:
Seite 142 und 143:
Seite 144 und 145:
Seite 146 und 147:
Seite 148 und 149:
1 INTRODUCTION 18th European Confer
Seite 150 und 151:
The commitment sharing modularity i
Seite 152 und 153:
18th European Conference on Informa
Seite 154 und 155:
4 GAINING THE “MASS” IN MASS CU
Seite 156 und 157:
4.4 Implementation and Empirical Va
Seite 158 und 159:
18th European Conference on Informa
Seite 160 und 161:
Proceedings of the 43rd Hawaii Inte
Seite 162 und 163:
Seite 164 und 165:
Table 2: Shortened portfolio-exampl
Seite 166 und 167:
6.6. Referencing Orders to the Inst
Seite 168 und 169:
Seite 170 und 171:
1 Introduction H. Brocke et al. In
Seite 172 und 173:
(Gutzwiller 1994). Having specified
Seite 174 und 175:
H. Brocke et al. costs for IT opera
Seite 176 und 177:
Initially, the business process to
Seite 178 und 179:
Normally, the amount of IT resource
Seite 180 und 181:
scenario, additional configuration
Seite 182 und 183:
5 Impact on managing IT service arr
Seite 184 und 185:
estricted by commitments on infrast
Seite 186 und 187:
modular IT service propositions con
Seite 188 und 189:
H. Brocke et al. Metelko J, Mueller
Seite 190 und 191:
Proceedings of the 42nd Hawaii Inte
Seite 192 und 193:
these principles to the realm of IT
Seite 194 und 195:
industry standard for structuring X
Seite 196 und 197:
Proceedings of the 42nd Hawaii Inte
Seite 198 und 199:
References Proceedings of the 42nd
Seite 200 und 201:
1 Einführung Zunehmend sind IT-Die
Seite 202 und 203:
Bullinger et. al. sowie Memminger u
Seite 204 und 205: 3.1 Getrennte Kataloge für IT-Prod
Seite 206 und 207: 3.6 Informationen zur technischen L
Seite 208 und 209: Abbildung 2: Datenmodell zur Beschr
Seite 210 und 211: Der IT-Produktkatalog bildet das ge
Seite 212 und 213: Literaturverzeichnis [AMT00] Alajou
Seite 215 und 216: Zwischen Kundenindividualität und
Seite 225 und 226: Zusagemodul Zwischen Kundenindividu
Seite 237: Zwischen Kundenindividualität und
Seite 240 und 241: Proceedings of the 44th Hawaii Inte
Seite 242 und 243: In analogy to a physical product’
Seite 244 und 245: 6. Configuring the service arrangem
Seite 246 und 247: 7. Information model Having introdu
Seite 248 und 249: Proceedings of the 44th Hawaii Inte
Seite 250 und 251: Brocke et al. Reuse-Mechanisms for
Seite 259 und 260: Enterprise Modelling and Informatio
Alle anzeigen

Kundenorientierte Gestaltung und Vereinbarung standardisierter IT ...

Erfolgreiche ePaper selbst erstellen

Template löschen?

Als Template speichern?