VPIT IT’s all in the Service Paul Sorenson Vice-Provost (IT) & Professor of Computing Science University of Alberta

VPIT Nov COWFLOP - ITs all in the Service2 Organizational View President Provost & VP(Acad) VP(Ext Rel)VP(Fin&Adm) VP(Research) VP(Fac&Oper) Vice-Provost(IT) AICT (CNS) AISUTS

VPIT Nov COWFLOP - ITs all in the Service3 Services, Services, Services… Services – the definition Services – the technology Services – the philosophy Services – the organization Services – the plan and the budget Services – the “Science”

VPIT Nov COWFLOP - ITs all in the Service4 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”;

VPIT Nov COWFLOP - ITs all in the Service5 “Anothers” include… Students Faculty Support staff Alumni Stakeholders (governments, industry, organizations, etc.) 73 Identity Management

VPIT Nov COWFLOP - ITs all in the Service6 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.

VPIT Nov COWFLOP - ITs all in the Service7 Web Services Description Language (WSDL)

VPIT Nov COWFLOP - ITs all in the Service8 Web Services Exposed!

VPIT Nov COWFLOP - ITs all in the Service9 Services – 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)

VPIT Nov COWFLOP - ITs all in the Service10 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 …

VPIT Nov COWFLOP - ITs all in the Service11 Services – The Organization

VPIT Nov COWFLOP - ITs all in the Service12 Service Measures SERVQUAL - Service Quality Surveys Possible overkill Keep up the good work Low priority Concentrate here Excellent Adequate Slightly ImportantExtremely Important Performance Importance

VPIT Nov COWFLOP - ITs all in the Service13 10 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

VPIT Nov COWFLOP - ITs all in the Service14 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

VPIT Nov COWFLOP - ITs all in the Service15 Service Culture Service week! Incentives to support the culture! Win Me!

VPIT Nov COWFLOP - ITs all in the Service16 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

VPIT Nov COWFLOP - ITs all in the Service17 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

VPIT Nov COWFLOP - ITs all in the Service18 Conclusions Services approach provides a simple, yet holistic approach to information systems planning, deployment, evaluation, improvement and research. Global impact …

VPIT Nov COWFLOP - ITs all in the Service19 Globalization - Globalization I – [ ] shrunk large to medium, resources and imperial conquest - Globalization II – [ ] shrunk from medium to small, global companies focused on market and labour. - Globalization III – [2000-?] small to tiny and flattened, impact of IT

VPIT Is IT Flattening Our World? & Should We Really Care? Bangalore Beijing Map from:

VPIT Nov COWFLOP - ITs all in the Service21 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

VPIT Nov COWFLOP - ITs all in the Service22 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

VPIT Nov COWFLOP - ITs all in the Service23 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”

VPIT Nov COWFLOP - ITs all in the Service24 The End!