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El papel del Informático en la era de los Servicios

El rol del Service Manager en los proyectos de Outsourcing TI

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Grado de Informática y Servicios_Relación SSME

La ingeniería orientada a la excelencia en los servicios. ¿Hace falta un nuevo ingeniero en el mundo de los servicios?

El sector servicios se ha convertido, en el principal contribuidor del PIB y la principal fuente de ocupación de las economías de los países desarrollados.

Del paradigma industrial centrado en el producto, hacia un paradigma de servicios centrado en el cliente o usuario.

Es en este contexto en el que una nueva disciplina académica, profesional y empresarial aparece: SSME (Service Science, Management and Engineering) y que está redefiniendo el papel de los profesionales y en particular los ingenieros que necesita la economía de los servicios.

UAB e IBM: Acuerdo Marco de Colaboración. Escola Gimbernat i Tomàs Cerdà: Grado de Informática y Servicios.

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Context and motivations

Services becoming the new hub of most modern economies Services dominating current economic activities

(U.S. Department of Commerce, 1995, p. 417)

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The rise of the service economy

Governments need to make service innovation a priority – growth depends on it.

Businesses need to make systematic approaches to service innovation a priority – revenue and profit growth depend on it.

Academics need to bridge discipline silos – service innovation is multidisciplinary – students’ futures depend on it.

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Current services thinking

A service is a provider-to-client interaction that creates and captures value while sharing risks

Services are value that can be rented

Services are the application of specialized competences (skills and knowledge)

Services are autonomous, platform independent, business functions

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Service innovation is inherently multidisciplinary

Science & Engineering

Business Administration

and Management

Social Sciences

Global Economy& Markets

BusinessInnovation

TechnologyInnovation

Social-OrganizationalInnovation

DemandInnovation

SSME = Service Sciences, Management, and Engineering

Knowledge sources driving service innovations…

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What are some everyday services?

Transportation– Trains, planes, delivery

Hospitality– Hotels, restaurants

Infrastructure– Communications, electricity, water

Government– Police, fire, mail

Financial– Banking, investments

Entertainment– Television, movies, concerts

Professional Services– Doctors, lawyers, skilled craftspeople, project management

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Service Education is Interdisciplinary

Need more T-shaped people – both deep and broadB

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¿Cuál es el papel del Informático en la era de los Servicios?

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Need for Academic Curricula Change

The marketplace requires innovation that combinespeople, technology, value and clients

Business Models &

Processes

Science &

Technology

People&

Culture

SSMESSME

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What Are We Saying?

To Universities– Update your curricula - teach in context around services– Train your students to be more multi-disciplinary with skills in

technology, business and people/culture– Help develop new scientific models and algorithms to improve

profitability of services businesses

To Governments– Fund University research and curricula for Service Science to help

your economy and develop skills for the 21st Century

To Industry Partners– Fund and participate in new Service Innovation Research– Help with University outreach

To IBMers– Get involved with University Outreach for SSME and develop training

materials

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University Response

Grado de Informática y Servicios, Escola Gimbernat i Tomàs Cerdà, UAB, Barcelona.

More than 230 Universities in 42 countries are teaching SSME courses

There are more than 102 degree programs in SSME worldwide

Numerous SSME Workshops

24 Service Research Centers Worldwide

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El rol del Service Manager en los proyectos de Outsourcing TI

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Outsourcing

El outsourcing es un modelo de gestión empresarial que consiste en recurrir a un proveedor externo (outsourcer) para la realización de un servicio que anteriormente la empresa desarrollaba con personal y recursos propios (Cousido, 2006).

El outsourcing o externalización de servicios, consiste por tanto en el mecanismo por el cual una empresa recurre a otro para realizar de forma parcial o total un componente, actividad, proceso o servicio que hasta el momento se realizaba internamente.

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Outsourcing Tipos

Localización del Outsourcing

Control del cliente

Directo

Indirecto

Cerca Lejos

On-site

Off-site

Nearshore

Offshore

Ahorro de costes

Localización del Outsourcing

Control del cliente

Directo

Indirecto

Cerca Lejos

On-site

Off-site

Nearshore

Offshore

Localización del Outsourcing

Control del cliente

Directo

Indirecto

Cerca Lejos

On-site

Off-site

Nearshore

Offshore

Ahorro de costes

Tipos de Outsourcing (Moore, 2003)

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Outsourcing TI Razones

Razones para el Outsourcing de TI (Gónzalez, Gascó y Llopis, 2009)

Autores de Referencia

Gupta y Gupta, 1992Grover, Cheon y Teng, 1996Hayes, Hunton y Reck, 2000Lacity, Hirschheim y Willcocks, 1994Smith, Mitra y Narasimhan, 1998Willcocks, Feeny y Olson, 2006Grover, Cheon y Teng, 1994Alner, 2001Clark, Zmud y McCray, 1995Jurison, 1995Yang et al., 2007Clark, Zmud y MaCray, 1995Baldwing, Irani y Love 2001Grover, Cheong y Teng, 1994, 1996Hayes, Hunton y Reck, 2000;Lacity y Hirschheim, 1993Lacity, Hirschheim y Willcocks, 1994Jurison, 1995McFarlan y Nolan, 1995Jurison, 1995Clark, Zmud y McCray, 1995Gupta y Gupta, 1992Baldwing, Irani y Love, 2001Clark, Zmud y McCray, 1995Grover, Cheon y Teng, 1994, 1996Hayes, Hunton y Reck, 2000Alner, 2001Ang y Straub, 1998Slaughter y Ang, 1996Olson, 2007Gonzalez, Gasco y Llopis, 2006Claver et al., 2002Gonzalez, Gasco y Llopis, 2005Smith, Mitra y Narashimhan, 1998Hayes, Hunton y Reck, 2000Grover, Cheon y Teng, 1994, 1996McFarlan y Nolan, 1995Alner, 2001Lacity y Hirschheim, 1993Loh y Venkatraman, 1992Lacity, Hirschheim y Willcoks, 1994Smith, Mitra y Narachiman, 1998Yang et al., 2007

Ahorrar costes de Tecnología

Unirse a la Moda

Facilitar el acceso a la Tecnología

Reducir el Riesgo de Obsolescencia

Ahorrar Costes de Personal

Tener alternativas al SI interno

Centrarse en temas estratégicos

Aumentar la Flexibilidad

Mejorar la Calidad

Desprenderse de tareas Rutinarias

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Outsourcing TI Riesgos

Riesgos Outsourcing de TI en España (González, Gascó y Llopis, 2009)

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Outsourcing Fases

Service As Is Transition&Transformation On going services

Rol del Service Manager

Asegurar niveles de servicios:- En un entorno complejo- Con proyectos de transición y transformación numerosos y

gestionandose al mismo tiempo

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Service Education is Interdisciplinary

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