VPIT IT’s all in the Service Paul Sorenson Vice-Provost (IT) & Professor of Computing Science...
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VPIT
IT’s all in the ServicePaul Sorenson
Vice-Provost (IT) &Professor of Computing Science
University of Alberta
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Nov. 18. 2005 COWFLOP - ITs all in the Service 2
VPIT
Organizational View
President
Provost & VP(Acad)
VP(Ext Rel) VP(Fin&Adm)VP(Research) VP(Fac&Oper)
Vice-Provost(IT)
AICT (CNS) AISUTS
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VPIT
Services, Services, Services…
• Services – the definition• Services – the technology• Services – the philosophy• Services – the organization• Services – the plan and the budget• Services – the “Science”
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VPIT
Services – the definition• Webster’s:
- “performance of work for another; - military or naval duty; - labor, assistance, benefit; - set of dishes at table.”
- “performance of work for another;
• Service in IT: what’s the nature of the “work” and who is the “another”;
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VPIT
“Anothers” include…
• Students• Faculty• Support staff• Alumni• Stakeholders (governments, industry,
organizations, etc.)
73Identity
Management
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VPIT
IT Services
• A service is a function that is well-defined, self-contained, and does not depend on the context or state of other services.
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VPIT
Web Services Description Language (WSDL)
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VPIT
Web Services Exposed!
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VPITServices – The
Philosophy• Uniformity – services are viewed and
requested in a consistent manner• Integration – a service can request
other services and can be requested by other services
• Anywhere at anytime – services running on the web can be accessed (on demand)
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VPIT
Services – The Organization• Adopts a notion of high-quality service:
- helpful - performs (does what is says it will do) - consistent (reliable) - uses measurement to improve quality of service
• In general, meets service level agreements,which can be challenging …
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VPIT
Services – The Organization
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VPIT
Service Measures• SERVQUAL - Service Quality Surveys
Possibleoverkill
Keep up thegood work
Low priority
Concentratehere
Excellent
Adequate
Slightly ImportantExtremely Important
Performance
Importance
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VPIT10 Most Common
Dimensions• Tangibles—physical appearance • Reliability—perform as promised constantly • Responsiveness • Competence • Courtesy • Credibility • Security/Safety • Access—easy to do business • Communication—keeping customer informed • Understanding customer needs
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VPIT
Service – Plan & Budget• Service score card approach• Contains:
- Service description- Service development history [recent]- Key performance measures and target service levels [e.g., SIS$/student]- Current budget/expenditures- 3-year budget forecast- Risks of failure and opportunities for improvement
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VPIT
Service Culture• Service week!• Incentives to
support the culture!
Win Me! Win Me!
Win Me!
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VPIT
Services Science• IBM’s challenge – 55% of their business is in
services and this portion is growing• Their major research labs in Yorktown
Heights, Almaden and Zurich focus on hardware and software research
• Major gap in research on service provisioning
• New research partnerships and academic programs in services science
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VPIT
Alberta CAS (Centre for Advanced Study)
• One of 10 CASs worldwide• Focus is initially on UofA in machine learning,
nanotechnology, and bio-simulation• Initial discussions on services science
involving computing science, business, engineering, law
• Case studies, joint research projects, development of shared programs
• Involve research, learning and administration
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VPIT
Conclusions
• Services approach provides a simple, yet holistic approach to information systems planning, deployment, evaluation, improvement and research.
• Global impact …
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VPIT
Globalization
- Globalization I – [1492-1800] shrunk large to medium, resources and imperial conquest
- Globalization II – [1800-2000] shrunk from medium to small, global companies focused on market and labour.
- Globalization III – [2000-?] small to tiny and flattened, impact of IT
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VPIT
Is IT Flattening Our World?&
Should We Really Care?
Bangalore
BeijingMap from:www.bfi.org/map.htm#define
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VPIT
Quotes from the Experts
“The most profound thing to me is a 14-year-old in Romania or Bangalore or the Soviet Union or Vietnam has all the information, all the tools, all the software easily available to apply knowledge however they want.” … Marc Andreessen, co-found of Netscape
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VPIT
Quotes from the Experts
“When I compare our high schools to what I saw when I’m traveling abroad, I’m terrified for our work force of tomorrow … America is falling behind.” … Bill Gates
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VPIT
Quotes from the Experts“When I was growing up, my parents used to say to me. ‘Tom, finish your dinner – people in China are starving.’ But after sailing to the edges of the flat world for a year, I am now telling my two daughters, ‘Girls, finish your homework – people in China and India are starving for your jobs’.” … Thomas L. Friedman, New York Times author of “The World is Flat”
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VPIT
The End!