Towards a Unifying Process Framework for Services Knowledge Management
Vikram Sorathia, Marten van Sinderen and Luís Ferreira Pires
University of Twente
1. TOWARDS
A UNIFYING PROCESS FRAMEWORK
FOR
SERVICES KNOWLEDGE MANAGEMENT
VIKRAM SORATHIA, MARTEN VAN SINDEREN AND LUÍS FERREIRA PIRES
2. Outline
Knowledge Management problem in Services
Related Work
Our Approach
Our Proposal
Next Steps
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3. Service Stakeholders
Who
Providers
Consumer
Academia
Governments
Other Facilitators
Why
Generate profit by offering some value
Availing offered value
Applicability of Knoweldge
Regulate, Control
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4. Service Activities and associated Knowledge
Service Activities
Identifying, Designing, Offering, Publishing, Discovering,
Consuming, Monitoring, Auditing, Evaluating and Regulating
Services Knowledge Management
Innovate/reuse, externalize/internalize, share/protact
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5. Knowledge Integration Challenges
Viewing each activity from a Multi-disciplinary View-point
Terminology
Semantics
Types of Artifacts
Information Sources
Update frequency
Analytical Methods
Decision tools
Useage Scenario
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6. Some recent approaches
Activity Based Framework for Services
Service System Framework
TRIZ for Service Innovation
Zachman Framework for Service
Semantic Web and Knowledge Management Framework
A framework:
Is a general set of concepts and their inter-relationships for
understanding of an area
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7. Our Approach
Charactrizing Services
Establishing concepts, relations and rules
Identifying activities in service lifecycle
Identifying service knowledge management framework
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8. Discovering Semantics in Service Activities
Service Elements
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10. Service Ontology
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11. Identifying Suitable Framework
Needs
Allow consistent creation, sharing and reuse of knowledge
In interoperable Collaborative and Dynamic Environment
With traceability and
Seperation of concern
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12. A Candidate Solution
Software & Systems Process Engineering Meta-Model Specification
A content management framework that allows
Capturing roles, tasks, workproducts, .....
Representing Activities, Milestones, Phases, .....
Linking associated Knowledge Artifacts
Features
Eclipse based
Method Plug-ins - Libraries
Possibility to integrate eclipse based tools
Large Community
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13. METHOD CONTENT AND PROCESS
Method Content (Who, What, Why,
How)
Highly re-useable information
Definition of Roles, Tasks, Work
Products and associated
relationships
Includes Guidance and Categories
No timing information
Process (When)
End-End sequence of Phases,
Iterations, Activities and Milestones
that define the development
lifecycle.
Defines When tasks are performed
via Activity Diagrams and/or Work
Breakdown Structures
Source: An Introduction to Eclipse Process Framework (link)
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14. METHOD CONTENT
EAMPLE: TASK DESCRIPTION
Source: An Introduction to Eclipse Process Framework (link)
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15. PROCESS
EAMPLE: CAPABILITY PATTERN
Source: An Introduction to Eclipse Process Framework (link)
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16. GUIDANCE
VARIOUS TYPES OF GUIDANCE
• Checklist • Practice
• Concept • Report
• Example • Reusable Asset
• Guideline • Roadmap
• Estimate • Supporting Material
• Considerations • Template
• Term Definition
• Tool Mentor
• Whitepaper
Source: An Introduction to Eclipse Process Framework (link)
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17. OUR PROPOSAL
MAPPING
Mapping between service knowledge elements process framework
elements
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18. NEXT STEPS
TO ESTABLISH USABILITY
Identify generic and specific Life Cycle of services
Identify Service Artifacts as possible types of Guidance
Identify integration with Service Tools and Systems
Build Community of Practice
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