Title: Service analytics framework for web-delivered services

Authors: Chun Hua Tian, Rong Zeng Cao, Hao Zhang, Feng Li, Wei Ding, Bonnie Ray

Addresses: IBM Research – China, Diamond Building, ZGC Software Park 19#, DongbeiWang West, RD, Shang Di, Beijing 100193, China. ' IBM Research – China, Diamond Building, ZGC Software Park 19#, DongbeiWang West, RD, Shang Di, Beijing 100193, China. ' IBM Research – China, Diamond Building, ZGC Software Park 19#, DongbeiWang West, RD, Shang Di, Beijing 100193, China. ' IBM Research – China, Diamond Building, ZGC Software Park 19#, DongbeiWang West, RD, Shang Di, Beijing 100193, China. ' IBM Research – China, Diamond Building, ZGC Software Park 19#, DongbeiWang West, RD, Shang Di, Beijing 100193, China. ' IBM T.J. Watson Research Center, Yorktown Heights, NY 10598, USA

Abstract: Web-delivered service is an emerging approach for IT service to reduce IT service cost and improve delivery efficiency by leveraging the partnership and web technology. This paper proposes a three-tier analytical framework of web-delivered service to improve business deign based on the centralised information from the platform. At business model design tier, a role-based service ecosystem modelling method is presented to contain the duplication and evolvement of participants| functionalities within the same model. Through the model, we can analyse the impact of business model on the business performance. At service analytics tier, we summarise the available data and categorise the operational analysis by roles. At self-transform tier, several potential functionalities are listed to help end client to do business transformation by themselves. Based on such framework, a case study in mini-ERP services is presented to illustrate how the analytics technology can help in business design of web-delivered service.

Keywords: web-delivered services; service ecosystems; business model; web services; modelling; business performance; ERP; enterprise resource planning.

DOI: 10.1504/IJSOI.2009.029182

International Journal of Services Operations and Informatics, 2009 Vol.4 No.4, pp.317 - 332

Published online: 09 Nov 2009 *

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