The Managed Service Paradox

This paper examines the contrasts in the provision of managed service in the information and communication technology (ICT) sector. It highlights the polarization between infrastructure services that are growing in scale and increasingly becoming a commoditized, and customized or even one-of-a-kind service projects. The paper refers to the approaches taken by three highly innovative advanced service companies, IBM, Ericsson, and Cable & Wireless, to package and deliver ICT service on a more industrialized basis. The authors identify the six-stage process that describes these companies’ journeys to date from. They explore the challenges these companies faced on that journey as well those currently facing them as they move to a higher degree of industrialization. To address these challenges, the authors propose a model with three axes: offering development, service delivery, and go to market. The model demonstrates how the increasing industrialization of managed service requires an approach integrating all three of these dimensions. They also show that strong governance is required to address the impacts of technological evolution, marketplace dynamics, and corporate culture. The paper has formed the basis of the academic and executive education programs taught at both Imperial College and is the heart of the new service design masters program at the Royal College of Art. Because of its relevance to large industrial companies seeking to transition from an industrial offering to a service or solution led offering, the paper has been turned into a course that has been delivered to Arup, Vodafone, Finmeccanica, Telefonica, Samsung and Laing O’Rourke to date and this programme has been delivered by the authors in Korea, Taiwan, US and the UK

TechNews digests: Autumn 2004

TechNews is a technology, news and analysis service aimed at anyone in the education sector keen to stay informed about technology developments, trends and issues. TechNews focuses on emerging technologies and other technology news. TechNews service : digests september 2004 till May 2010 Analysis pieces and News combined publish every 2 to 3 month

Network strategies for the new economy

In this paper we argue that the pace and scale of development in the information and communication technology industries (ICT) has had and continues to have major effects on the industry economics and competitive dynamics generally. We maintain that the size of changes in demand and supply conditions is forcing companies to make significant changes in the way they conceive and implement their strategies. We decompose the ICT industries into four levels, technology standards, supply chains, physical platforms, and consumer networks. The nature of these technologies and their cost characteristics coupled with higher degrees of knowledge specialisation is impelling companies to radical revisions of their attitudes towards cooperation and co-evolution with suppliers and customers. Where interdependencies between customers are particularly strong, we anticipate the possibility of winner-takes-all strategies. In these circumstances industry risks become very high and there will be significant consequences for competitive markets

The Political Economy of Cable - "Open Access."

Advocates of "open access" claim that Internet Service Providers (ISPs) should be able to use a cable TV system's bandwidth on the same terms offered to ISPs owned by the cable system. On that view, "open access" mitigates a monopoly bottleneck and encourages the growth of broadband. This paper shows that cable operators do enjoy market power, and do seek to leverage a dominant position in video into the broadband access market by allocating too little bandwidth for Internet access. Yet, rather than protect cable operators from cannibalizing their cable TV revenue, this strategy defends against imposition of common carrier regulation, which would allow system capacity to be appropriated by regulators and rival broadband networks. Ironically, the push for "open access" limits Internet access by encouraging this under-allocation of broadband spectrum, and by introducing coordination problems slowing technology deployment. These effects are empirically evident in the competitive superiority of cable's "closed" platform vis-a-vis "open" DSL networks, and in financial market reactions to key regulatory events and mergers in broadband.

TeamWorker: An agent-based support system for mobile task execution

Traditional workflow management systems are considered insufficiently flexible to support autonomous job management via close team working. This paper proposes a multi-agent system approach to enhancing existing workflow management systems to enable team-based job management in the field of telecommunications service provision and maintenance. This paper adopts a component-based approach and explains how applications can be developed by customising the generic components provided by a multi-agent systems framework