Patent Application
20080301698
Aspects of the invention relate generally to managing a service engagement, and more particularly, to a solution for managing the service engagement using a service delivery model defined within a standard framework.
The development of software solutions increasingly uses an object-oriented approach. Recently, a complementary approach has been defined, which provides a service oriented approach to developing complex business software solutions. In the service oriented approach, smaller business components are developed with well defined interfaces and contracts. These business components exchange business data, rather than objects, and can be loosely coupled to create a more complex business software solution. In this manner, the business components provide a highly flexible, efficient, and extensible solution for developing complex business software solutions.
However, many services provided by businesses do not require a software solution or the software solution is only a small part of the overall services. For complex services, several groups of individuals, each with its own expertise, may participate in delivering the services at various stages. As a result, the efficiency and overall quality of the service is highly dependent on experts at each stage of the delivery. Additionally, each delivery often is defined in an ad hoc manner. As a result, handoffs between the stages often are not well-defined, and the tasks, assets (e.g., tools and methods), and skills available and/or required at each stage may vary based on the group.
In view of the foregoing, a need exists to overcome one or more of the deficiencies in the related art.
Aspects of the invention provide a solution for managing a service engagement. A service delivery model for the service engagement is defined within an engagement framework. The engagement framework, and consequently the service delivery model, can include a hierarchy that comprises a service definition, a set of service elements for the service definition, and a set of element tasks for each service element. The set of element tasks can be selected from a set of base tasks, each of which defines a particular task along with its input(s), output(s), and related asset(s). As a result, service engagements can be managed in a consistent manner using a data structure that promotes reuse and is readily extensible.
A first aspect of the invention provides a method of managing a service engagement, the method comprising: obtaining a set of base tasks, each base task including a set of task inputs, a set of task outputs, and a set of related assets for generating the set of task outputs based on the set of task inputs; defining a service delivery model for the service engagement within an engagement framework, the service delivery model including: a service definition including a set of service inputs and a set of service outputs for the service engagement; a set of service elements for generating the set of service outputs based on the set of service inputs; and a set of element tasks for a service element in the set of service elements, the set of element tasks selected from the set of base tasks; and managing the service engagement using the service delivery model.
A second aspect of the invention provides a system for managing a service engagement, the system comprising: a system for obtaining a set of base tasks, each base task including a set of task inputs, a set of task outputs, and a set of related assets for generating the set of task outputs based on the set of task inputs; a system for defining a service delivery model for the service engagement within an engagement framework, the service delivery model including: a service definition including a set of service inputs and a set of service outputs for the service engagement; a set of service elements for generating the set of service outputs based on the set of service inputs; and a set of element tasks for a service element in the set of service elements, the set of element tasks selected from the set of base tasks; and a system for managing the service engagement using the service delivery model.
A third aspect of the invention provides a computer program comprising program code stored on a computer-readable medium, which when executed, enables a computer system to implement a method of managing a service engagement, the method comprising: obtaining a set of base tasks, each base task including a set of task inputs, a set of task outputs, and a set of related assets for generating the set of task outputs based on the set of task inputs; defining a service delivery model for the service engagement within an engagement framework, the service delivery model including: a service definition including a set of service inputs and a set of service outputs for the service engagement; a set of service elements for generating the set of service outputs based on the set of service inputs; and a set of element tasks for a service element in the set of service elements, the set of element tasks selected from the set of base tasks; and managing the service engagement using the service delivery model.
A fourth aspect of the invention provides a method of generating a system for managing a service engagement, the method comprising: providing a computer system operable to: obtain a set of base tasks, each base task including a set of task inputs, a set of task outputs, and a set of related assets for generating the set of task outputs based on the set of task inputs; define a service delivery model for the service engagement within an engagement framework, the service delivery model including: a service definition including a set of service inputs and a set of service outputs for the service engagement; a set of service elements for generating the set of service outputs based on the set of service inputs; and a set of element tasks for a service element in the set of service elements, the set of element tasks selected from the set of base tasks; and manage the service engagement using the service delivery model.
A fifth aspect of the invention provides a business method for managing a service engagement, the business method comprising managing a computer system that performs the process described herein; and receiving payment based on the managing.
The illustrative aspects of the invention are designed to solve one or more of the problems herein described and/or one or more other problems not discussed.
These and other features of the invention will be more readily understood from the following detailed description of the various aspects of the invention taken in conjunction with the accompanying drawings that depict various embodiments of the invention, in which:
It is noted that the drawings are not to scale. The drawings are intended to depict only typical aspects of the invention, and therefore should not be considered as limiting the scope of the invention. In the drawings, like numbering represents like elements between the drawings.
As indicated above, aspects of the invention provide a solution for managing a service engagement. A service delivery model for the service engagement is defined within an engagement framework. The engagement framework, and consequently the service delivery model, can include a hierarchy that comprises a service definition, a set of service elements for the service definition, and a set of element tasks for each service element. The set of element tasks can be selected from a set of base tasks, each of which defines a particular task along with its input(s), output(s), and related asset(s). As a result, service engagements can be managed in a consistent manner using a data structure that promotes reuse and is readily extensible. As used herein, unless otherwise noted, the term “set” means one or more (i.e., at least one) and the phrase “any solution” means any now known or later developed solution.
In general, aspects of the invention provide a solution for managing a service engagement from initiation through implementation and/or beyond. As used herein, the term “service engagement” means a relationship between two entities in which an entity provides a set of services for another entity. The entities could be two businesses, two divisions/departments of a business, and/or the like. Further, the service could comprise any type of service, such as a temporary/permanent consulting arrangement, an Information Technology (IT) migration/update, an audit/evaluation, product development/customization, and/or the like. Additionally, an embodiment of the invention will be described herein as being implemented by a computer program. However, it is understood that the invention is not limited to such an implementation. To this extent, in other embodiments, aspects of the invention provide a solution for managing a service engagement that is partially or entirely manually implemented.
Turning to the drawings,
Computing device 14 is shown including a processor 20, a memory 22A, an input/output (I/O) interface 24, and a bus 26. Further, computing device 14 is shown in communication with an external I/O device/resource 28 and a storage device 22B. In general, processor 20 executes program code, such as management program 30, which is stored in a storage system, such as memory 22A and/or storage device 22B. While executing program code, processor 20 can read and/or write data, such as delivery model 60, to/from memory 22A, storage device 22B, and/or I/O interface 24. Bus 26 provides a communications link between each of the components in computing device 14. I/O device 28 can comprise any device that transfers information between a user 16 and computing device 14. To this extent, I/O device 28 can comprise a human-usable I/O device to enable an individual (user 16) to interact with computing device 14 and/or a communications device to enable a system (user 16) to communicate with computing device 14 using any type of communications link.
In any event, computing device 14 can comprise any general purpose computing article of manufacture capable of executing program code installed thereon. However, it is understood that computing device 14 and management program 30 are only representative of various possible equivalent computing devices that may perform the process described herein. To this extent, in other embodiments, the functionality provided by computing device 14 and management program 30 can be implemented by a computing article of manufacture that includes any combination of general and/or specific purpose hardware and/or program code. In each embodiment, the program code and hardware can be created using standard programming and engineering techniques, respectively.
Similarly, computer system 12 is only illustrative of various types of computer systems for implementing aspects of the invention. For example, in one embodiment, computer system 12 comprises two or more computing devices that communicate over any type of communications link, such as a network, a shared memory, or the like, to perform the process described herein. Further, while performing the process described herein, one or more computing devices in computer system 12 can communicate with one or more other computing devices external to computer system 12 using any type of communications link. In either case, the communications link can comprise any combination of various types of wired and/or wireless links; comprise any combination of one or more types of networks; and/or utilize any combination of various types of transmission techniques and protocols.
As discussed herein, management program 30 enables computer system 12 to manage a service engagement. To this extent, management program 30 is shown including a definition module 32, a framing module 34, a design module 36, an implementation module 38, and a feedback module 40. Operation of each of these modules is discussed further herein. However, it is understood that some of the various modules shown in
Regardless, aspects of the invention provide a solution for managing a service engagement using service delivery model 60 defined within an engagement framework 50. In this manner, an entity can define service engagements in a consistent and uniform manner. In an embodiment, engagement framework 50 provides a component-based solution to developing service delivery model 60 and delivering the service engagement (e.g., solution). Use of a component-based solution enables the components in one service engagement to be reused in other service engagements, thereby enabling a more efficient (e.g., cost and time) delivery of the service engagement. For example, components used in an analysis of another entity may be made available (e.g., as a global resource) and used in multiple service engagements with the entity. Similarly, higher level project planning components may be made available and used in multiple service engagements of a similar nature.
Use of engagement framework 50 to define service delivery model 60 can provide additional efficiencies and benefits. For example, individuals and assets can be transferred to an existing service engagement with a reduced learning curve due to the consistent planning and delivery approaches used across service delivery models 60 for service engagements. To this extent, a project manager could be transferred to an existing service engagement and be able to quickly and effectively manage it. Further, a componentized engagement framework 50 and/or service delivery model 60 can be readily scaled/extended to accommodate particular service engagements and/or changes in processes. In this case, the overall impact of these changes is limited through the use of the components.
An embodiment of the invention provides a solution for defining engagement framework 50. Referring to
Definition module 32 can enable user 16 to define each base task 51 using a standard template. To this extent,
The set of skills 58B and the set of related assets 58C identify the skill(s) (e.g., data collection, data analysis, project management, etc.) and/or asset(s) that may be utilized in generating the task output(s) 58D. To this extent, the set of related assets 58C can be further componentized into different types of assets 59A-C. For example, the set of related assets 58C can include: zero or more tools 59A (e.g., development tools, management/planning tools, problem identification tools, skills management tools, asset management tools, knowledge transfer tools, and/or the like); zero or more techniques 59B (e.g., methods, processes, templates, work breakdown structure (WBS), tasks, white papers, best practices, etc.); and zero or more configurable component(s) 59C (e.g., pre-developed, configurable software/hardware for use/delivery as part of a service). Delivery model 58E can define a solution for delivering the task output 58D to another task, a client, and/or the like. For example, delivery model 58E can comprise face-to-face, chain of command, onsite, etc. Service task template 53 can include the relevant data and/or include a reference to the relevant data, which is stored apart from service task template 53. It is understood that components 58A-E, 59A-C are only illustrative, and other embodiments of service task template 53 may include additional, fewer, and/or different components 58A-E, 59A-C. For example, service task template 53 can include a component that includes information on performing the task, such as: a min/max/typical number of man-hours, days, individuals; location(s) where the task can be performed; required resource(s); and/or the like.
In any event, returning to
Definition module 32 can enable user 16 to define an engagement framework 50 having any number of hierarchical levels in a similar manner. To this extent, user 16 can define service definition 54 by selecting a corresponding set of service elements 56A-C. For example, service definition 54 can comprise a set of service inputs and a set of service outputs. The set of service inputs could comprise one or more statements of a problem, requirements, and/or the like, of an entity, and the set of service outputs could comprise one or more corresponding desired resolutions. In this case, definition module 32 can enable user 16 to define a set of service elements 56A-C that generate the set of service outputs based on the set of service inputs. To this extent, the set of service inputs could comprise inputs for one or more service elements 56A-C and/or element tasks 52A-M, and the set of service outputs could comprise outputs of one or more service elements 56A-C and/or element tasks 52A-M. Further, service definition 54 can include information on scheduling, resources, and/or the like, as well as locations for storing information for a particular service engagement (e.g., client, creation date, sales/implementation team, and/or the like). It is understood that definition module 32 can enable user 16 to generate engagement framework 50 using any solution, such as a top-down approach, a bottom-up approach, or some combination thereof.
In an embodiment, framework 50 includes a set of finer-grained sub-tasks for one or more element tasks 52A-M. The set of finer-grained sub-tasks can represent the finest level to which it is practical to break down a work process. Definition module 32 and/or user 16 can identify the finest level using any solution. For example, the finest level can correspond to a unit of work that should be executed only in a single location, by a single team/person, and/or the like. Further, the finest level can correspond to a unit of work which, if further sub-divided into tasks assigned to different persons or teams, would involve an amount of time to transfer information between the constituent sub-divided tasks that is in the range of or exceeds the amount of time needed to execute the constituent sub-divided tasks.
In any event, the sub-tasks and/or base tasks 51 (
In general, the groupings can assist in managing and/or improving effective execution of the tasks/sub-tasks over time. To this extent, definition module 32 and/or user 16 can form groupings of tasks/sub-tasks that are relatively homogeneous with respect to one or more important factors, since the grouping will assist in managing/improving characteristics of the factor(s), and/or other related factors. Illustrative factors include skills, assets leverage, locale, standardization, and/or the like. Additionally, definition module 32 and/or user 16 can form groupings of tasks/sub-tasks based on an optimization calculation that trades off competing factors.
An embodiment of the invention provides an engagement framework 50 that an entity can use to define a service delivery model 60 for multiple types of service engagements. In particular, engagement framework 50 can comprise a standard set of service elements 56A-C, each of which in turn includes a standard set of element tasks 52A-M. Service elements 56A-C are shown including a solution framing element 56A, a plan and design element 56B, and an implementation element 56C, each of which defines a set of tasks to be performed during a corresponding stage of the service engagement. These tasks are selected from the base tasks, and each can be defined using service task template 53 (
During the solution framing stage, which is defined by solution framing element 56A, an opportunity for the service engagement and its value are determined. In particular, a relationship is built between entities, needs are expressed, service capabilities are identified and described at a high level, and a value of the service engagement is articulated. To this extent, solution framing element 56A can include a client documentation task 52A, an assessment task 52B, a general approach task 52C, and a framing transition task 52D.
Returning to
Framing transition task 52D can generate a transition plan 80 (including solution approach/strategy and client environment details) for transitioning to another phase of the service engagement (e.g., to service element 56B) based on strategy document 78 and client environment report 74. Framing transition task 52D can include transition template asset(s), skills that include expert(s) for infrastructure and applications, and/or the like. As a result, after performing all solution framing-related tasks 52A-D, several reports/documents, including a strategy document 78 and transition plan 80 are generated based on a statement of work 70.
Returning to
Detailed transition task 52J obtains detailed environment report 82, detailed assessment report 84, and detailed solution approach 86 as inputs and generates a project plan for transition 88 as output using a set of transition plan templates as assets. Project plan for transition 88 can comprise a high level project plan and an implementation plan, which includes governance. Macro design task 52G obtains detailed environment report 82, detailed assessment report 84, detailed solution approach 86, and project plan for transition 88 as inputs and generates a macro design 90 for the service as output. Macro design task 52G can use various templates, discovery tools, guides, and/or the like as assets, individuals with specialized skills (e.g., software engineers, environment specialists, quality assurance, and/or the like), techniques that include white papers, and/or the like. Micro design task 52H can obtain macro design 90 and detailed environment report 82 as inputs and generate a micro design 92 for the service. Micro design 92 can include a prototype, implementation plan, physical design, test plan, governance model (e.g., decision making, change control), and/or the like.
Returning to
Returning to
It is understood that each task 52A-M can be defined using service task template 53 (
As illustrated, framework 50 can comprise a higher-level framework 50 for managing a complete relationship with a customer, from identifying the problem to providing a solution. Further, framework 50 can be utilized to generate a delivery model 60 for managing all the assets (e.g., human, tools, techniques, etc.) for performing the various tasks required to provide the solution. As discussed herein, framework 50 can be readily extended to include additional details. For example, a set of frameworks 50 could be utilized to manage solution build task 52K (e.g., a framework 50 for implementing each component, e.g., hardware, software, or the like, of the solution).
In any event, referring to
Once obtained, user 16 can use framing module 34 to further define solution framing element 56A and the corresponding element tasks 52A-D for delivery model 60. In particular, framing module 34 can enable user 16 to customize solution framing element 56A and/or element tasks 52A-D based on the service engagement. For example, user 16 can enter details regarding the particular customer, the statement of work 70 (
As a result, upon the initiation of a service engagement, a skeleton service delivery model 60 can be quickly generated using engagement framework 50. As information is acquired/generated, e.g., during initiation/planning/design/implementation of the service engagement, users 16 can use management program 30 to view, add, remove, modify, etc., information relating to the service engagement using service delivery model 60. To this extent, management program 30 can provide overviews on the progress of one or more tasks, scheduling information for the tasks, identify bottlenecks/delays, and/or the like, based on the information in delivery model 60. In this manner, user 16 is provided with a central data structure that includes all of the necessary information for managing the service engagement. Further, use of engagement framework 50 provides a data structure having a consistent format, a common approach to skills and assets, and which is flexible, scalable, and facilitates the reuse of service elements/tasks.
Additionally, each task 52A-M, as defined using service task template 53 (
Tasks 52A-M can obtain similar improvements by facilitating the use and reuse of other assets (e.g., pre-defined, configurable methods, processes, templates, and/or the like). For example, pre-developed, configurable software that is delivered to the customer as part of the service can result in strong productivity increases, since the code delivers value with relatively little additional work required. The service can also be delivered with reduced variation and delivery risk, and increased quality (since much less new software coding is required). This type of asset can also impart substantial differentiation, since the code can embody novel capabilities that other firms are not readily able to offer (for example, proprietary industry-specific fraud detection algorithms).
Feedback module 40 can enable users 16 to update engagement framework 50 based on an amount of success in utilizing a delivery model 60 that was generated within engagement framework 50. For example, user 16 can modify one or more related assets for an element task 52A-M, adjust scheduling/resource information, and/or the like. To this extent, feedback module 40 can manage providing and/or collecting a survey to the various participants (employees and/or customer) of a service engagement, which can be utilized to make one or more modifications to engagement framework 50. Feedback module 40 can be utilized periodically during the service engagement and/or at the end of the service engagement.
While generally shown and described herein as a method and system for managing a service agreement, it is understood that the invention further provides various alternative embodiments. For example, in one embodiment, the invention provides a computer program stored on a computer-readable medium, which when executed, enables a computer system to manage a service agreement. To this extent, the computer-readable medium includes program code, such as management program 30 (
In another embodiment, the invention provides a method of generating a system for managing a service agreement. In this case, a computer system, such as computer system 12 (
In still another embodiment, the invention provides a business method that performs the process described herein on a subscription, advertising, and/or fee basis. That is, a service provider could offer to manage a service agreement as described herein. In this case, the service provider can manage (e.g., create, maintain, support, etc.) a computer system, such as computer system 12 (
As used herein, it is understood that “program code” means any set of statements or instructions, in any language, code or notation, that cause a computing device having an information processing capability to perform a particular function either directly or after any combination of the following: (a) conversion to another language, code or notation; (b) reproduction in a different material form; and/or (c) decompression. To this extent, program code can be embodied as any combination of one or more types of computer programs, such as an application/software program, component software/a library of functions, an operating system, a basic I/O system/driver for a particular computing, storage and/or I/O device, and the like.
The foregoing description of various aspects of the invention has been presented for purposes of illustration and description. It is not intended to be exhaustive or to limit the invention to the precise form disclosed, and obviously, many modifications and variations are possible. Such modifications and variations that may be apparent to an individual in the art are included within the scope of the invention as defined by the accompanying claims.
