Diem Ho Exploring Services

© 2002 IBM CorporationIBM EMEA University Relations

Exploring Service Science in our current socio-economic environment

Diem HoMember of the IBM Academy of TechnologyIESS1.0, University of Geneva, February 17-19, [email protected]

University Relations January 2010 © 2010 IBM Corporation2

The world is changing

Environmental Concerns

Globalization

Information Explosion

Security

Complexityand Instability

Energy Supplyand Conservation


•-30 billion RFID tags embedded into our world•-1 billion transistors for each person on earth

by 2011, 2 billion people are expected to connect to the internet

everyday,15 petabytes of information are being generated, 8x more than information in all US libraries

INSTRUMENTED

INTERCONNECTED

INTELLIGENT

The world today


Reality in NumbersAnnual

impact ofcongestedRoadwaysin the US

of total port volumein North America isempty containers

The losses of electricalenergy due to inefficiencyaround the world

Increase in global waterusage since the 90s,twice the rate of humanpopulation growth

Spent onIT maintenance

Worth of produce is wastedin India because of outdatedpost-harvest infrastructure

Annual consumer productand retail sales lost inUnited States due to supplychain inefficiencies

Lost annually in the USdue to healthcare fraud

$89B lost$3.7B lost hrs$2.3B gallons of gas

$40B

$100B

$11.5B

22%

In distributed computing environments, up to 85% of computing capacity sits idle

85%

40%-70%

70¢ per $1

6X


It’s all about

Values

and

Value Creation

Cost Quality Utility Perception

© 2002 IBM CorporationIBM EMEA University Relations

New Technologies /Knowledge

Society/Businesses

Develop values

Assimilate

Acquire Create

Understand business challenges

Technical Vitality

h

Economic Evolution: Value Creation

Products Services

Client’s needs

Service complexity

Product complexity

Products

Services

Products

soph

istic

atio

n

nomad agriculture goods services integrating

by Integration

?

Driver: getting closer to users

URGENCY

OF NOW!


SHAREHOLDER ´SSTAKEHOLDER’S

VALUE

MA

RK

ET

SH

AR

E-

CO

NS

ITU

TU

EN

TS

SE

RV

ED

EF

FIC

IEN

CY

RE

VE

NU

E-

BU

DG

ET

PR

OF

IT-

BU

DG

ET

S

UR

PLU

S

MARKET SINGULARITY

REGULATION COMPLIANCESOCIAL RESPONSIBILITIES

PRODUCTS & SERVICES

LEADERSHIP

OPERATIONS EXCELLENCE

CUSTOMER INTIMACY

Ultimate Objective

Fundamental Indicators(KPIs)

BusinessExpectation

Government/Society

Expectation

Value Value CreationCreation

by by

InnnovationInnnovation

UtilityQuality PerceptionCost


Service Innovation: Value Creation MatrixDo we have Science in Services?

Products & Services

Governance &Business Integrity

Operations/ Processes/ Resources

Market & Competitors

Mass Customization

Facilitation, Simplification, Integration, Standardization, Differentiation

Globalization, Market Singularization

Optimization, Automation, Integration, Organization, Securitization, Virtualization

Regulation Compliance OptimizationRisk Management

Customers

Productivity/Utility

ProfitRevenueMarketShare

ValueChallenges


Examples: Smarter City urbanization: demographic changes

•2008 was the first year in which more than half of the world – 3.3 billion– was

living in cities

•by 2050, city dwellers are expected to make up 70% of the earth’s total

population – 6.4 billion out of 9.2 billion–

•India: every minute for the next 20 years, 30 people will leave rural India

for urban India.- They need 500 new cities

•There will be 1.2 billion cars on the road by 2015 (~1 car/6 people)

•95% of the world's cities still dump raw sewage into their waters


Examples: Smarter City service focus & intensive users of information technologies

Smart Transportation Systems- Integrated Fare Management- Road Usage Charging- Traffic Information Management

Energy Management- Network Monitoring & Stability- Smart Grid – Demand

Management- Intelligent Building Management- Automated Meter Management

Environmental Management- City-wide Measurements- KPI’s- CO2 Management- Scorecards- Reporting

Water Management- Water purity monitoring- Water use optimization- Waste water treatment

optimization

Public Safety- Smart Surveillance System

(S3)- Emergency Management

Integration- Deep Thunder Micro-Weather

Forecasting

Telecommunications- Fixed and mobile

operators- Media Broadcasters

Healthcare- Clinical and Business Transformation - Enterprise Health Analytics - Clinical Integration - Healthcare Infrastructure


Example: smarter supply chainFresh on demand, action against fresh food wastage

LogisticsProduction & Wholesale Retailers Out of home

Others

Total wastage: € 3 billion Total wastage: € 27+ billion

Source: Johan A Van Staalduinen/Netherlands/IBM


Example: Cloud ComputingDynamic Infrastructure for Service Delivery

Not only ensuring high availability and quality of existing services, but also meeting customer expectations

for real-time, dynamic access to innovative new services.

Not just containing operational cost and complexity, but achieving

breakthrough productivity gains through virtualization, optimization, energy stewardship, and flexible

sourcing.

REDUCE COST

IMPROVE SERVICE

MANAGE RISK

Not only addressing today’s security, resiliency, and

compliance challenges, but also preparing for the new

risks posed by an even more connected and collaborative world.

+VIRTUALIZATION STANDARDIZATIONAUTOMATION +

Cloud Computing

=•Customization•Efficiency•Flexibility•Availability•Resiliency•Cost Effectiveness•Security & Privacy

Cost

Flexibility

http://www-03.ibm.com/press/us/en/pressrelease/29367.wss


MARKET & COMPETITORS

GOVERNANCEBUSINESS INTEGRITY

PRODUCTS & SERVICES OPERATIONS/PROCESSES/RESOURCES CUSTOMERS

Examples of Skills Requiredfor Service Science

•BI//Data warehousing

•Behaviour Science

•Business Analytics

•Optimization

•CRM, Marketing

•Sales

•Innovation

•BI/Data warehousing

•Product/Service Management

•Product/Service Marketing

•R&D Management

•Microeconomics

•Pricing

•Innovation and Design

•Social Responsibilities

•Ethics and Values

•Business Law/Reg. Compliances

•IT based Risk Management

•Leadership

•Entrepreneurship

•Strategy

•Critical Thinking/Analysis

•Macroeconomics

•Infrastructure

-IT Architecture

-IT for Services

-IT Management

•Project Mgt/Consultancy

•Financial Management

•Processes

- e-Commerce

- SOA/BPM/ERP/ISC

- Quality Management

•Human Capacity Mgt

•Knowledge Mgt

BI: Business Intelligence

SOA: Service Oriented Architecture

ERP: Enterprise Resource Plannng

ISC: Integrated Supply Chain


Making our service system more efficient, better utilized and more responsive

Skills to develop flexible and dynamic processes modeled

for the new way people buy, live & work.

Smart WorkSmart Work Skills to reduce energy costs, drive greater efficiencies,

respond more quickly by taking action now on energy, the

environment, and sustainability, and develop new portfolio of green services and products.

Green & Beyond Green & Beyond

Skills to take advantage of the wealth of

information available in real time from a

multitude of sources to make more intelligent

choices.

New Intelligence

New Intelligence

Dynamic Infrastructure


Skills to create intelligent infrastructure that drives down cost, is secure, and is just as dynamic as

today’s business environment

Smart WorkSmart Work

Green & Beyond Green & Beyond

New Intelligence

New Intelligence



SMARTER

INSIGHTFUL

RESPONSIVE

SUSTAINABLERESPONSIBLE


Top Solutions for Smart Work for Smarter Planet

Agile Business

Model

� Industry business solutions and Industry frameworks� Business Model Innovation services (CBMSOMA)� SOA strategy services� Smart SOA INsight series

Connected Customers

� Collaboration software and services� RFID, sensors, actuators, consulting services� Web 2.0 products and service � Consulting services for CRM and SCM � Collaborative Software Development� WebSphere Commerce � Mobility & Contact Center Solutions

Dynamic Business Processes

� Key Agility Indicators� BPM Suite and consulting services� WebSphere Business Events� Component Business Modeling services – (KAIs)� Enterprise Architecture products and services

Smart SOA

� Smart SOA and SOA solution services� Application Infrastructure� Connectivity and Integration� SOA Sandbox

Academic Initiative Related Smart Work Courseware

•Designing SOA Solutions with the IBM SOA Foundation

•Assessment Assets for Service Oriented Architecture (SW707)

•Developing Applications with a Service-Oriented Architecture

•Getting Started with SOA

•Implementation Technologies for Service Oriented Designs

•Service Oriented Architecture Design Patterns

•The Value of Service Oriented Architecture

•Fundamentals of IBM Lotus Domino 8 Application Development

•Using IBM Lotus Notes 8 Mail, Calendar, and Contacts

•IBM WebSphere Portal v6.0: Administration 1&2

•IBM WebSphere Business Modeler- Process Simulation and

Analysis

•IBM WebSphere Enterprise Service Bus � Implementing an ESB

•Using IBM WebSphere Business Modeler, Monitor and Process

Server for BPM

•IBM WebSphere Commerce V6.0 Hands-on Training for

Developers

•Programming XML with Java 1.4

•Teaching Business Process Management with Innov8

•Developing Supply Chains to support Service Operations

•Introduction to XML and Related Technologies

•Teaching Business Process Modeling


Top Solutions for New Intelligence for Smarter Planet

Information Management

� Information on Demand� Information Agenda� Information Infrastructure

Predictive Capability

� Business Intelligence� Business Event Processing� Analytics Solutions� Telelogic and Cognos

Engaging the Value

Chain

� Industry Specific Assets (IA, MRO, Telelogic) � CRM, SCM and HR Transformation� Sensor and Actuator� Information Integration

Business Optimization

� Business Optimization Solutions� Business Process Management� Smart SOA� Information On Demand, Information Agenda� Information Infrastructure SW and Services

Academic Initiative Related New Intelligence Courseware


•Information Management Basics

•Architecting the Data Warehouse

•Relational Database Design

•Changing Business with Data Insight

•IBM Informix Dynamic Server Administration

•SQL & Database basics

•Teaching Business Process Management with Innov8

•Teaching Business Process Modeling

•Introduction to IBM DB2

•Advanced Data Warehouse Workshop: Multi-Dimensional

Modeling

•DB2 for z/OS Fundamentals

•DB2 Family Fundamentals

•DB2 SQL Workshop


•Getting Started with SOA

•Implementation Technologies for Service Oriented Designs

•The Value of Service Oriented Architecture

•IBM WebSphere Business Modeler- Process Simulation and

Analysis

•Using IBM WebSphere Business Modeler for BPM


Top Solutions for Dynamic Infrastructure for Smarter Planet

Reduce Cost

�Cloud Computing

�Virtualization

�Energy Efficiency

�Information Infrastructure

�Service Management

�Asset Management

�Security Management

�Business Resiliency

�Express Mid-Market

Offerings

�Strategic Outsourcing

Improve Service

Manage Risk

Academic Initiative:Related Dynamic Infrastructure Courseware

•Foundations in IT Services I and II•IBM Tivoli Netcool/Proviso 4.4.3 System Administration and Maintenance•IBM Tivoli Asset Management for IT 7.1 Implementation•IBM Tivoli Access Manager for Enterprise Single Sign-On Workshop•IBM Tivoli Business Services Manager 4.1 for Implementers•IBM Tivoli Composite Appl. Mgr for RTT 6.1 - Install Monitor Deploy•IBM Tivoli Composite Application Manager for Response Time 6.2 Implement and Admin Workshop•IBM Tivoli Federated Identity Manager 6.1 - Deployment and Administration•IBM Tivoli Monitoring 6.2 for Implementers•IBM Tivoli Netcool/Impact 4.0 - Administration and Implementation•IBM Tivoli Netcool/OMNIbus 7.1 - User•IBM Tivoli Netcool/Realtime Active Dashboards 3.0 Fundamentals•IBM Tivoli Network Performance Reporting 3.X User•IBM Tivoli Provisioning Manager 5.1 - Operations Management Workshop•Service Desk Management Using IBM Maximo 6 for IT•Work Management in IBM Maximo 6 for Enterprise Asset Management•An Introduction to the Mainframe - Large Scale Commercial Computing•An Introduction to the Mainframe - z/OS Basics•Linux on System z•Teaching Enterprise Systems


Top Solutions for Green and Beyond for Smarter Planet

Finding the Value in Green

� Data Center Assessment and Design Services

� Green IT � Software for a Greener World

Smart Systems

� Intelligent Utility Network and Metering� Intelligent Transportation� Consumer Driven Supply Chain� Intelligent Oilfields, Manufacturing

Productivity

Societal Shifts and Corporate

Social Responsibilit

y

� CSR and Sustainability� Carbon Management� Reputation Management Services� Ethical Supply Chain Monitoring

Academic Initiative:Related Green and Beyond Courseware & Assets

•An Introduction to Large Scale Commercial Computing•An Introduction to the Mainframe - Networking•An Introduction to the Mainframe - z/OS Basics

•IBM’s Software for Greener World•Lotus Quickr 8.1 •IBM Content Collector, Filenet•Information Agenda for Energy & Utilities •IBM Tivoli Usage and Accounting Manager, IBM Tivoli Monitoring for Energy Management Accounting •Rational Test Lab Manager Managing •Lotus Notes, Domino 8.5 •SmartSOA Sandbox Accelerating•IBM FileNet Business Process Manager, •IBM FileNet Content Manager•Lotus Forms & Lotus Forms Turbo •Telelogic System Architect

http://www-304.ibm.com/jct01005c/university/scholars/academicinitiative/


Skills required for a changing world

a smarter planet and

a service-oriented economy

Skills to Create Values

in recursive

negative feedback service systems

We have

We need

I1

Diapositive 19

I1 IBM_USER; 10.09.2009


About the speaker : Dr Diem Ho is Manager of University Relations for IBM Europe, Middle East and Africa (EMEA).

His mission is to build and manage relationships of mutual value for IBM and the academic community.

Diem’s past research interests covered many disciplines in Science, Technology and Finance/Economics. He has published widely in physics, mathematics, image processing, remote sensing, engineering, optimization and finance.

He recently co-edited/authored a special issue of the Computational Economics on Stochastic Process and Data Analysis published by Springer.

In recent years, he has lectured intensively on Higher Education Reform and is a member of the peer review teams for the EFMD-EQUIS and EPAS accreditation programs and a member of the EPAS committee.

He is an associate editor of the journal of Computational Economics and is a member of the IBM Academy of Technology.

Before assuming his current position, he was an EMEA practice leader with the IBM Management Technologies Consulting Group, specializing in using Technologies to address Business Challenges in Banking and Finance sector.

Before joining IBM, Diem was a university professor and he continues to supervise PhD thesis to-date.

Diem obtained two Master degrees and a PhD in Magnetospheric Physics at Stanford University, California.

Diem Ho Exploring Services

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