A methodical procedure for designing consumer oriented on-demand IT service propositions

IT providers are increasingly facing the challenge to adapt their previously resource oriented service portfolios in order to offer their customers services which explicitly support business processes. Such customer centric service propositions, however, seem to contradict the demand for standardized and automated operational IT processes more than traditional IT service offers, as they are even more subject to customer individual reengineering efforts due to permanently changing business requirements. In order to reconcile increased efficiency in operational processes and effectiveness in consumer oriented service propositions, we propose (1) to predefine all service propositions in consideration of both consumer oriented commitments and operational processes, and (2) to allow for standardized customization by offering a selection of complementary service propositions that extend commitments regarding customer oriented functionality and performance. Such service propositions are aligned with a company's entities such as workplaces. Thereby the customer organization is enabled to trace, control and adjust commitments, value and expenses of IT services per entity in its business. We introduce a procedural model for designing and on-demand requesting this kind of service propositions, and we illustrate the model's application and impact by examples taken from two large projects with an associated IT provide

Success Factors in IT-Projects to Provide Customer Value Propositions

Rising external competition and cost-pressures compel internal service providers to re-define their customer- service approach. Providing value propositions to the intra-firm end-users instead of provisioning technical resources becomes a necessity to facilitate transparency in costs and customer satisfaction. With that, the complexity of IT projects, particularly international ones, rises and changes in regards to impacts of inter-social and human factors. This paper uses a cross-case study method based on five cases to identify critical success factors for achieving IT-project success and the provision of the needed value propositions. Our analysis found that seven major factors are essential for the project success when coupled with a clear customer-oriented value proposition: one of the most important ones is to understand the customer’s business and with it to identify the end-user’s requirements. Furthermore, a close project collaboration, process alignment and trustful, clear communication as well the right choice of personnel emerge as important factors. Inter-social factors like support of the top-management and the early identification of stakeholders are equally crucial. Top management support acts as enabler for all these success factors. With the insight into requirements and impacts of each success factor, this cross-case study poses as operational guidance to achieve value propositions in IT-projects

Reuse-Mechanisms for Mass Customizing IT-Service Agreements

Divergent requirements of customers limit the potential of information technology (IT) service providers to achieve economies of scale through the standardization of service agreements. Continuous change requests in ongoing IT-service relationships complicate matters even more. Mass customization strategies have successfully addressed similar challenges in industrial sectors by reusing, i.e. composing and adapting standardized modules. Transforming this strategy to IT-service management, we present an approach of reuse-based IT-service customization in order to increase both effectiveness and efficiency at the stages of initial service specification, customization of offerings, and continuous adjustment of ongoing service agreements. This is proposed to be achieved by adopting well-established reusemechanisms of reference information modeling. Their strict application in service agreement specification aims for enabling industrialized on-demand service contracting and provisioning. The approach has been developed and prototypically applied in close cooperation with IT-organizations

Mass Customizing IT Service Agreements: Towards Individualized On-Demand Services

IT-service providers shall achieve both cost reduction in IT-operations and customer individuality inservice agreements. This article suggests applying the well known principle of mass customization tobalance individuality and standardization in service agreements. Dependent on the commitmentmodularity type, its employment may not only save time and resources at the point of customerinvolvement but also allow the predefinition of repeatable processes in IT-operations. We develop atypology for positioning and classifying IT-service providers as mass customizers of serviceagreements. This categorization is based on commitment modularity types and points of customerinvolvement in the IT-service life cycle. We identify four generic archetypes of IT-service providers’customization strategies and explain their characteristics by means of selected examples of actual ITserviceagreement situations. Finally, we introduce a service model that enables IT-service providersto implement one specific archetype with a great balance in standardization and individuality. Wetherefore propose to (1) strictly separate the design of services from contracting and usage stages, (2)modularize self-contained commitments and (3) productize options and changes of a serviceagreement. This model has been prototyped and developed in close cooperation with IT-serviceproviders and is currently applied for a pilot project

How to Provide the Desirable Business Outcome in International IT Projects: A Cross-Case Analysis

Rising complexity of international IT projects has compelled service providers to re-define their customer-service approach. This paper uses a case study method to identify critical success factors for customer interaction as IT service providers run projects to deliver services to intrafirm end-users. Our analysis found that process-level, social and psychological factors were decisive in promoting successful provider-customer relationships. Three major factors - knowledge of the customer’s business and it’s need of IT-support, a close project collaboration and trustful, clear, understandable communication - are the cornerstone of successful IT service practices when coupled with a clear customer-oriented value proposition. Therefore, we identified the “bridgehead”-concept as an effective method to close a lack of understanding between business and IT. Our results suggest that both the provider and customer benefit from a close and iterative calibration of needs and services, with a high level of transparency, to ensure process efficiency and customer satisfaction

Aligning IT-service propositions to changing business requirements in ongoing servicesystems

In order to form value-oriented service-systems with their customer organizations, IT-providers are increasingly required to orientate their service offerings towards the ongoing support of their customers’ business processes with IT. Nevertheless, predominantly resource-focused and transactional IT-service propositions are offered that lack transparency in both value added and expenses per service for the customer’s business. As a first step in our research in progress that aims for a conceptual basis for the design of IT-service propositions in value-oriented servicesystems, we apply service-dominant logic to IT-service propositions. Simultaneously, however, the bit for standardized and automated IT-operations processes has to be taken into account when designing such service propositions. Based on current service-system research, we propose (1) to predefine service propositions in consideration of both commitments and operational processes and (2) to introduce additional ‘shaping propositions’ to customize and allow for the continuous adaption of the IT-service to functionality and performance changes. In order to maintain transparency in and control of the current service agreement and its expenses, these propositions orientate themselves toward business objects in the customer’s field of responsibility

Design of a WCET-Aware C Compiler

This paper presents techniques to tightly integrate worst-case execution time information into a compiler framework. Currently, a tight integration of WCET information into the compilation process is strongly desired, but only some ad-hoc approaches have been reported currently. Previous publications mainly used self-written WCET estimators with very limited functionality and preciseness during compilation. A very tight integration of a high quality industry-relevant WCET analyzer into a compiler was not yet achieved up to now. This work is the first to present techniques capable of achieving such a tight coupling between a compiler and the WCET analyzer aiT. This is done by automatically translating the assembly-like contents of the compiler\u27s low-level intermediate representation (LLIR) to aiT\u27s exchange format CRL2. Additionally, the results produced by the WCET analyzer are automatically collected and re-imported into the compiler infrastructure. The work described in this paper is smoothly integrated into a C compiler environment for the Infineon TriCore processor. It opens up new possibilities for the design of WCET-aware optimizations in the future. The concepts for extending the compiler infrastructure are kept very general so that they are not limited to WCET information. Rather, it is possible to use our structures also for multi-objective optimization of e.g. best-case execution time (BCET) or energy dissipation

Volumetric Prefrontal Cortex Alterations in Patients With Alcohol Dependence and the Involvement of Self‐Control

Background: Aspects of self-control such as sensation seeking and impaired impulse control have been implicated in alcohol dependence (ALC). Conversely, sensation seeking has been ascribed a possible protective role in stress-related psychopathologies. We therefore examined gray matter (GM) morphology in individuals with ALC, focusing on differences in prefrontal regions that have been associated with self-control. Additionally, we accounted for differences in lifetime alcohol intake regarding self-control measures and cortical structures in ALC patients. Methods: With voxel-based morphometry (VBM) focusing on prefrontal a priori defined regions of interest, we assessed a group of 62 detoxified ALC patients and 62 healthy controls (HC). ALC patients were subsequently divided into high (n = 9) and low consumers (n = 53). Self-control was assessed by use of the Barratt Impulsiveness Scale and the Sensation Seeking Scale. Results: Compared to HC, ALC had significantly less GM volume in bilateral middle frontal gyrus (MFG) and right medial prefrontal cortex as well as in the right anterior cingulate. High-consuming ALC showed smaller GM in right orbitofrontal cortex as well as lower sensation seeking scores than low consumers. In low-consuming ALC, right MFG-GM was positively associated with magnitude of sensation seeking; particularly, larger MFG-GM correlated with greater thrill and adventure seeking. Conclusion: Thus, our findings (i) indicate deficient GM volume in prefrontal areas related to self-control and (ii) might accentuate the phenotypic divergence of ALC patients and emphasize the importance of the development of individual treatment options

The 1 % of the population accountable for 63 % of all violent crime convictions

PURPOSE: Population-based studies on violent crime and background factors may provide an understanding of the relationships between susceptibility factors and crime. We aimed to determine the distribution of violent crime convictions in the Swedish population 1973–2004 and to identify criminal, academic, parental, and psychiatric risk factors for persistence in violent crime. METHOD: The nationwide multi-generation register was used with many other linked nationwide registers to select participants. All individuals born in 1958–1980 (2,393,765 individuals) were included. Persistent violent offenders (those with a lifetime history of three or more violent crime convictions) were compared with individuals having one or two such convictions, and to matched non-offenders. Independent variables were gender, age of first conviction for a violent crime, nonviolent crime convictions, and diagnoses for major mental disorders, personality disorders, and substance use disorders. RESULTS: A total of 93,642 individuals (3.9 %) had at least one violent conviction. The distribution of convictions was highly skewed; 24,342 persistent violent offenders (1.0 % of the total population) accounted for 63.2 % of all convictions. Persistence in violence was associated with male sex (OR 2.5), personality disorder (OR 2.3), violent crime conviction before age 19 (OR 2.0), drug-related offenses (OR 1.9), nonviolent criminality (OR 1.9), substance use disorder (OR 1.9), and major mental disorder (OR 1.3). CONCLUSIONS: The majority of violent crimes are perpetrated by a small number of persistent violent offenders, typically males, characterized by early onset of violent criminality, substance abuse, personality disorders, and nonviolent criminality