INF5120 ”Modellbasert Systemutvikling” ”Modelbased System development”

1. INF5120”Modellbasert Systemutvikling””Modelbased System development” Lecture 3: 08.02.2010 Service Science and Service/SOA technologies Arne-Jørgen Berre

2. INF5120 - Lecture plan - 2010 • 1: 25/1: Introduction to MBSU, MDA, OO and Service/SOA modeling, Overall EA, 4 parts: MDE/SSS/MS/MDI (AJB) • Part I: MDE – Model Driven Engineering • 2: 1/2: MDE I: Metamodeling. DSL and UML profiles, MDA technologies (XMI, Eclipse, EMF/GMF) (AJB/BRE) • Part II: SSS – Service Science and Service/SOA technologies • 3: 8/2: SSS I: Service science (top down) - Service and SOA Technologies (bottom up) (AJB) • Part I continued: MDE – Model Driven Engineering • 4: 15/2: MDE II: Model transformations with MOFScript, ATL and other technologies (GO/JO) • 5 :22/2: MDE III: Code generation with MOFScript, ATL and other technologies (GO/JO) • Part III: MOS – Modeling of Services - with SoaML • 6: 1/3: MOS I: Business Process Modeling (CIM) - with BPMN 2.0, SoaML and BMM, EA with UPDM (AJB) • 7: 8/3: MOS II: UML2 and SysML, Modelio SOA and Scope, – Collaboration and Component models (AJB) • 8: 15/3: MOS III: SoaML (PIM) and Requirements modeling , CIM->PIM and SoaML (AJB) • 9: 22/3: MOS IV: Method Engineering and SPEM / EPF - for Service systems (BRE) • EASTER • Part IV – Model Driven Interoperability • 10: 12/4: MS V: SOA and Service Design, Migration to SOA/Cloud Patterns with ADM (AJB ) • 11: 19/4: MDI I: Semantic Web with Ontologies and Model Driven Interoperability (TIR) • 12: 26/4: MDI II: Semantic Services and Model Driven Interoperability (TIR) • 13: 3/5: MDE IV: Evolution and industrial practice of modelbased technologies (AJB++) • 14: 10/5: Course summary and preparation for Exam 31/5 (AJB) • Exam: May 31st, 2010 (Monday), 0900-1200 (3 hours)

3. Outline • L3-1: Service science (top down) • Service Science, Management, and Engineering • What is a service ? • SoaML definition of Service • L3-2: Service and SOA Technologies (bottom up) • Service-oriented architecture (SOA) • Web services architecture • UDDI • XSD • WSDL • BPEL • UML profiles for web service technologies

4. Service Science and SSME (Service Science, Management, and Engineering) Adapted from SSME material from IBM Corporation 2006 - 2010 Ref: http://www.ibm.com/developerworks/spaces/ssme

5. What is SSME? • SSME is the application of • Scientific, management, and engineering disciplines to tasks that one organization beneficially performs for and with another (i.e., services). • SSME goal • Make productivity, quality, performance, compliance, growth, and learning improvements more predictable in (co-production) relationships. • SSME is the study of service systems • Aimed at improving service systems

6. Why is SSME important? • The world is becoming networked, dependent on information and information technology • Science will provide tools and methods to study services and develop solutions to problems that span multiple disciplines • Graduates may be solution designers, consultants, engineers, scientists, and managers who will grow into becoming entrepreneurs, executives, researchers, and practitioners

7. Service innovation is inherently multidisciplinary Knowledge sources driving service innovations… Business Administration and Management Technology Innovation Business Innovation Science & Engineering Demand Innovation Social-Organizational Innovation Global Economy & Markets Social Sciences SSME = Service Sciences, Management, and Engineering

8. Logical areas in SSME • Services • What are services? • Systems • Services depend on socio-technical systems • Management, marketing, & operations • What’s different for services? • Productivity & Innovation • Do services resist productivity gains? • Methods • Delivery may depend on methods • Developing Supply Chains to Support Service Operations • Class discussion about how supply chain principles and processes are at work in service operations. • Challenges, frameworks, call for participation • Why SSME? • Selected illustrative articles, cases or links • Other views included in each section

9. SSME discipline target timeline Results Adoption 2006-2008 SSME Launched 2004 Establish Awareness 2004-2006 Embed 2008-2010 Graduates and practice 2010 and beyond • Broadened awareness • SSME curriculum development • Cross-industry SSME focus and buy-in • Joint research projects/awards • Case studies developed • SSME tools and programs growing • Service systems as complex systems • Government and foundation funding • SSME graduates • Industry training • Industry hiring plans • White papers • Initial discussions with university partners • Workshops • Press articles • Web sites • Awareness in academia, industry, gov’t • Early adopters • SSME Summit • Better trained workforce • +Service innovation • +Sales impact • +Client satisfaction • +Productivity • +Efficiency • +Learning speed on engagements Key Activities/Metrics Reinforce Plan Mobilize Execute

10. What are Services ? • Attain a comprehensive definition of services • Give context to the study of services • Discuss history and early definitions of services • Discuss differences between products and services • Recognize modern thinking behind services dominant logic of economic exchanges

11. 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)

12. Percent employment in service jobs (United Nations, 1999, p. ??)

13. Pre-Industrial Society Primarily agrarian economies Industrial Society Good dominate economies Post-Industrial Society Information, knowledge, and quality of life economies 1800s Classical and Neoclassic 1950s Decision marketing school 1980s Customer fulfillment and satisfaction 1900 – 1950s Early formative marketing 1970s Marketing management and experts 2000s Services dominant logic Economic evolution of services What was occurring during these time periods that may have influenced shifts in economies and changes in business?

14. What is a service? Per Wikipedia (2006): In economics and marketing, a service is the non-material equivalent of a good. It is claimed to be a process that creates benefits by facilitating either a change in customers, a change in their physical possessions, or a change in their intangible assets. By supplying some level of skill, ingenuity, and experience, providers of a service participate in an economy without the restrictions of carrying stock (inventory) or the need to concern themselves with bulky raw materials. On the other hand, their investment in expertise does require marketing and upgrading in the face of competition which has equally few physical restrictions.

15. Service dominant view • Three primary notions • Co-creation of value • Relationships • Service provisioning

16. Provider-Client relationship • Provider • An entity (person, business, or institution) that makes preparations to meet a need • An entity that serves • Client • An entity (person, business, or institution) that engages the service of another • An entity being served • Some general relationship characteristics are that the client • Participates in the service process (also known as the service engagement) • Co-produces the value • The quality of service delivered depends on customers preferences, requirements, and expectations

17. Service process matrix Degree of labor intensity the ratio of labor cost to capital cost Degree of interaction and customization ability of the client to affect specialization (Adapted from Lovelock (1983) and Fitzsimmons & Fitzsimmons (2003))

18. Nature of services act matrix

19. Client relationship matrix

20. Availability of services matrix

21. Service demand variation matrix

22. Service delivery matrix

23. Distinguishing services from goods • Inseparability • Services are created and consumed at the same time • Services cannot be inventoried • Demand fluctuations cannot be solved by inventory processes • Quality control cannot be achieved before consumption • Consideration: Does the ability to tailor and customize goods to the customers’ demands and preferences mean that these goods also have an inseparability characteristic? • Heterogeneity • From the client’s perspective, there is typically a wide variation in service offerings • Personalization of services increases their heterogeneous nature • Perceived quality-of-service varies from one client to the next • Consideration: Can a homogeneous perception of quality due to customer preference idiosyncrasies (or due to customization) also benefit the goods manufacturer?

24. Distinguishing services from goods • Intangibility • Services are ideas and concepts that are part of a process • The client typically relies on the service providers’ reputation and the trust they have with them to help predict quality-of-service and make service choices • Regulations and governance are means to assuring some acceptable level of quality-of-service • Consideration: Do most services processes involve some goods? • Perishability • Any service capacity that goes unused is perished • Services cannot be stored so that when not used to maximum capacity the service provider is losing opportunities • Service capability estimation and planning are key aspects for service management • Consideration: Do clients who participate in some service process acquire knowledge which represents part of the stored service’s value? What might the impact be?

25. 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

26. 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

27. Recipients of the service (Adapted from The Nature of the Service Act, Lovelock, 1983, p. 15)

28. Example: Complex business-to-business services Business Transformation and Optimization On Demand Innovation Services Center for Business Optimization Component Business Modeling Consulting Services IT Services

29. Service Systems Differentiation • Understand how to: • View services as a system and discuss what that means • Articulate key differentiators in a services system • Identify and articulate co-production membership • Understand how value is defined for a service system

30. Service System Socio-technological System Any number of elements, interconnections, attributes, and stakeholders interacting to satisfy the request of a known client and create value Combination of natural and manufactured systems Humans, Processes, and Goods Interaction elements between sociological and mechanical aspects Customization activity Co-productive interaction between the provider and client Economic transaction and creation of value

31. Model of Unified Services Theory (Sampson, 2004, p. 6)

32. Open-Systems View of Service Operations (Fitzsimmons & Fitzsimmons, 2006, p. 30)

33. Product and process formulation Firm High-quality internal services and good internal management Revenue growth and profitability Frontline employee Customer Relationship Value of service provided Low turnoverProductivity Loyalty Service-Profit Triangle (Teboul, 2005, p. 33).

34. Characteristics of emerging services

35. Typology of services

36. SoaML definition of service

37. Service-oriented architecture (SOA) and Web Service technologies

38. Outline • Service-oriented architecture (SOA) • Web services architecture • UDDI • XSD • WSDL • BPEL • UML profiles for web service technologies

39. OASIS Reference Model forService Oriented Architecture 1.0 • OASIS • http://www.oasis-open.org/home/index.php • Abstract framework. • Understanding significant entities and relationships between them within a service-oriented environment. • Development of consistent standards or specifications supporting service-oriented environment. • Based on unifying concepts of SOA and may be used by • architects developing specific service-oriented architectures • in training and explaining SOA. • Reference model not directly tied to any standards, technologies or other concrete implementation details • Provide a common semantics that can be used unambiguously across and between different implementations. • The reference model focuses on the field of software architecture.

40. What is an SOA • Service-oriented architecture (SOA) is a paradigm for organizing and utilizing distributed capabilities that may be under the control of different ownership domains. • Visibility, interaction, and effect are key concepts for describing the SOA paradigm. • Visibility refers to the capacity for those with needs and those with capabilities to be able to see each other. • Whereas visibility introduces the possibilities for matching needs to capabilities (and vice versa), interaction is the activity of using a capability. • The purpose of using a capability is to realize one or more real worldeffects. At its core, an interaction is “an act” as opposed to “an object” and the result of an interaction is an effect (or a set/series of effects).

41. Principal concepts Service description: The information needed in order to use, or consider using, a service. Visibility: The capacity for those with needs and those with capabilities to be able to interact with each other. Execution context: The set of technical and business elements that form a path between those with needs and those with capabilities and that permit service providers and consumers to interact. Service: The means by which the needs of a consumer are brought together with the capabilities of a provider. Policy: A statement of obligations, constraints or other conditions of use of an owned entity as defined by a participant. Interaction: The activity involved in making using of a capability offered, usually across an ownership boundary, in order to achieve a particular desired real-world effect. Real world effect: The actual result of using a service, rather than merely the capability offered by a service provider.

42. Composed WebService Platform ( WebServices ) Adaptive Distributed Resource Mgt Platform (P2P) Server Server - - side side Message Message - - Business Process/Agent Component Component Oriented Oriented Active (Business) Model Platform Platform Platform Platform Web/Server Component (.NET, J2EE) (.NET, J2EE) ( ( MQSeries MQSeries ) ) Middleware Process/Agent Middleware Component Enterprise Model BMM • annotated with BPMN • … • Enterprise Model Business Model to Model Requirements Transformation Architecture Specification Analysis Reference Ontology UML Profile for SOA (SoaML) annotated with Service - Oriented Architecture Model Model to Model Transformation Model Transformation Modelling approach for SOA UML Profile for Web Services annotated with UML Profile for Agents UML Profile for BPEL Web Service Agent Specification BPEL Specification P2P Specification Specification Model Model Model Model UML Profile for P2P Model to Text Model Transformation Transformation annotated with Web Service OWL Agent BPEL P2P Execution Artefacts Ontology Execution Artefacts Execution Artefacts Execution Artefacts Deployment Service Wrappers Service Wrappers Public (Enterprise X) (Enterprise Y) Infrastructure Services Cross - org. Registry Service Wrappers (Enterprise A) Repository Intra - Evaluation & Negotiation of Available Functionality org. Goal Goal - - oriented oriented Process Active Active Execution Infrastructure Adaptive Adaptive Execution Model Model Internal Execution Execution Platform Platform Platform Infrastructure Services Platform Platform (BPEL) ( ( AKMii AKMii ) ) (Agents) (Agents) Semantic Enhanced Service Interconnection Bus Legend Space Existing Enterprise Applications

43. Typical Architecture of Web-based solutions

44. Web services stack Conceptualstack Technologystack

45. Web service metamodels

46. UBR assigns a programmatically unique identifier to each service and business registration 3. UDDI Registry 4. Universal Description, Discovery and Integration 1. SW companies, standards bodies, and programmers populate the registry with descriptions of different types of services Marketplaces, search engines, and business apps query the registry to discover services at other companies 2. UDDI Business Registry 5. BusinessRegistrations Service Type Registrations Businesses populate the registry with descriptions of the services they support Business uses this data to facilitate easier integration with each other over the Web

47. XSD: UML profile for XSD • UML representation of XML schema. • Useful in a UML-centric development method if the modelling environment supports generation/import of XSD documents.

48. XSD metamodel (simplified)

49. UML profile for XSD (1)

50. UML profile for XSD (2)