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Foreword
5
Introduction
7
Call for Papers
9
Table of Contents
10
Part 1: Application Management – Challenges and Chances
13
Application Management 2.0
14
1 Introduction
15
2 Application Management in the Light of the IT Industrialization Megatrend
17
2.1 Application Management
17
2.1.1 Definition
17
2.1.2 Forms of Application Management
19
2.1.3 Advantages of Application Management Outsourcing from the Company’s Perspective
19
2.2 IT Industrialization and Application Management
20
2.3 Drivers of the Industrialization of Application Management
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2.4 Effectiveness and Efficiency Potential of Industrialized Application Management
23
3 Reference Models for the Industrialization of Application Management
25
3.1 IT Infrastructure Library (ITIL)
27
3.2 Application Services Library (ASL)
29
4 Application Management Service Roadmap – Shifting from Application Management 1.0 to Application Management 2.0
31
5 Success factors for the Transition to Application Management 2.0
33
6 Summary
36
References
37
Cloud Computing - Outsourcing 2.0 or a new Business Model for IT Provisioning?
40
1 Introduction
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2 The Cloud Computing Concept: Definition of a new Phenomenon
42
2.1 State of the Art
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2.2 A Definition of Cloud Computing
45
2.3 The Layers of Cloud Computing
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2.3.1 Cloud Application Layer
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2.3.2 Cloud Software Environment Layer
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2.3.3 Cloud Software Infrastructure Layer
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2.3.4 Software Kernel Layer
48
2.3.5 Hardware / Firmware Layer
48
3 Differences between Cloud Computing and the Traditional Provision of IT
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3.1 The Evolution from Outsourcing to Cloud Computing
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3.2 A Comparison of Outsourcing and Cloud Computing Value Chains
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3.2.1 Traditional IT Service Outsourcing Value Chain
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3.2.2 Cloud Computing Value Chain
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3.2.3 Comparison
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4 Cloud Computing Business Models
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4.1 Actors and Roles in Cloud Computing
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4.2 The Platform Business Model
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4.3 The Aggregator Business Model
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5 Conclusion and Perspectives
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5.1 Contribution to Research
58
5.2 Contribution to Practice
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5.2.1 Perspectives for Customers
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5.2.2 Perspectives for Service Providers
59
5.3 Outlook and Further Research
60
References
61
Part 2: Application Management– Service Creation and Quality Management
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Essential Bits of Quality Managementfor Application Management
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1 Introduction
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2 Quality Planning
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2.1 Understanding the Customers’ Quality Requirements
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2.2 Considering the Organizational or Corporate Quality Standards
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2.3 Considering the Organizational Business Goals and Objectives
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2.4 Determine Methods, Tools, Metrics, Reports and Review Mechanisms to achieve the Quality Objectives
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2.5 Create Quality Control, Quality Assurance and Continuous Improvement plans
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3 Quality Control
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3.1 Creation of the Quality Control Plan based on the Input, Process and Output Requirements
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3.2 Implementation of the Quality Control plan
74
3.3 Validation of the Quality Control Plan against the desired Objectives
74
3.4 Review and Update of the Quality Control Plans
74
4 Quality Assurance
75
4.1 Preparation of the Quality Audit plans
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4.1.1 Quality Audits for ensuring Application of Quality Standards
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4.1.2 Quality audits to check Application of process Steps at Transaction Level
76
4.2 Implementation, validation, review and updating of Quality Plans
77
5 Quality Improvement
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5.1 Determination of the Opportunities for Quality Improvement
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5.2 Prioritization of Opportunities
79
5.3 Analysis for Root Cause Identification and Determination of the Solutions
80
5.4 Implementation of the Solution
80
5.5 Monitoring and Controlling the Gains Achieved
81
6 Conclusion
81
References
82
Resource and Competency Management - Know and manage your People
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1 The Market defines the Demand for Resource and Competency Management
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2 Resource and Competence Management as a Critical Factor of Success
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2.1 Defining the Appropriate Business Strategy supported by the VRIO Model
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2.2 Economic Impact of People
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2.3 Leverage of the company’s value system and business relationship
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3 Competency Management at Global Application Management of Siemens
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3.1 Overview of Resource Management
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3.2 Introduction to Competency Management – a Part of Resource Management
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3.3 Development of a Competency Structure
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3.3.1 Hierarchical Model
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3.3.2 Level Model
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3.4 Concept of Competency Management
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3.4.1 The Operative Competency Management Cycle
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3.4.2 Integration into Strategic Planning Cycle
102
3.5 Surrounding Conditions
103
4 Conclusion
104
References
105
Part 3: Application Management – Strategies and Instruments
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Knowledge Management Strategies and Instruments as a Basis for Transition to Application Management
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1 Introduction
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2 Knowledge Management
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2.1 Basics and Definitions
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2.2 Concept of Knowledge Management according to NONAKA and TAKEUCHI
110
2.3 Concept of Knowledge Management according to PROBST, RAUB and ROMHARDI
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2.4 Concept of Process-oriented Knowledge Management
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2.5 Structured Framework for Knowledge Management
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3 Knowledge Transfer
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3.1 Organizational Aspects of Knowledge Transfer
120
3.2 Technical Aspects of Knowledge Transfer
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3.2.1 Service Knowledge Management Base
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3.2.2 Reverse Business Engineering
124
3.2.3 Live Tools
125
3.2.4 Knowledge Maps
126
3.2.5 Support Matrix
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3.2.6 Knowledge Modeling and Description Language
127
3.3 Significance of Communication
130
3.4 Governance
131
3.4.1 Key Indicators to Measure a Transition
132
3.4.2 Risks and Critical Success Factors
133
4 Summary
134
References
135
Towards a Reference Model for Risk and Compliance Management of IT Services in a Cloud Computing Environment
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1 Introduction and Motivation
138
2 IT Outsourcing – From the Roots to the Clouds
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3 Related Work
140
3.1 Framework of Analysis
140
3.2 Cloud Computing
142
3.3 Risk and Compliance Management in IT Outsourcing
144
3.4 Problems and Open Issues in Cloud Computing
145
4 Reference Model
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4.1 Meta Reference Model and Sources for Construction
148
4.2 IT Service Model
149
4.3 Risk Model
151
4.4 Compliance Model
154
4.5 Key Performance Indicator Model
155
5 Implementation of the Reference Model using ADOit
157
6 Conclusions and Future Work
158
References
160
Learning over the IT Life Cycle – Advantages of Integrated Service Creation and Service Management
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1 Introduction
166
2 Theoretical Background
168
2.1 Project Business and Organizational Learning
168
2.2 International Management
170
2.3 Economic Geography
172
2.4 Enforced Geographical Dispersion and the role of technology
173
3 Empirical evidence
174
3.1 Methods and Data
175
3.2 Results
175
4 Discussion and Conclusion
175
4.1 Implications for software development and management
175
4.2 Contribution and Limitations
176
References
177
Competitive Intelligence
181
1 Introduction
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2 Competitive Intelligence
183
2.1 Purpose and Benefits of Intelligence in Business
186
2.2 Competitive Technology Intelligence
188
3 Competitor Analysis System
188
3.1 The Components of a Competitor Analysis
189
3.2 Planning and Direction
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3.3 Developing a Competitor Analysis System
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3.3.1 Data Collection and Evaluation
194
3.3.2 Analysis
199
3.3.3 Dissemination
203
4 Summary and Perspectives
208
References
210
Morphological Psychology and its Potential for Derivation of Requirements from Web Applications using Examples of Customer Self Care Instruments
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1 Psychological Dimensions of Web Applications and Customer Self Service Applications
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2 Analysis of User Barriers of Customer Self Service Applications
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2.1 User Barriers in Self Service
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2.2 User Barriers of IuK based (Self) Service
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2.3 Consequences for Customer Satisfaction and Customer Retention
219
2.4 Interim Conclusions
221
3 Relaxation Approaches for Overcoming User Barriers
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3.1 Approaches of Human-Computer Interaction
224
3.2 Approaches of Media Psychology
226
3.2.1 Analysis of the quantitative Use of the Internet
226
3.2.2 Analysis of User Typology Analysis
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3.2.3 Analysis of the Stable Variables of the Individual
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3.2.4 Analysis on Cognitive-Psychological Basis
230
3.2.5 Analysis of Subjective Components of the Usage Situation
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3.2.6 Interim Conclusions for the Analysis of the Usage Situation
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4 Analysis of Usage Constitution for Overcoming User Barriers
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5 Usage Constitutions in the Morphological Market Psychology
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6 Criticism of Morphological Psychology
250
7 Interim Conclusions
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8 Transition of the Concept of Usage Constitution in the After Sales Phase
252
9 Protohypothesis with Regard to the Relevance of User Barriers and Constitution while Designing Self Service Applications
253
References
254
Part 4: Application Management – Case Studies
260
Case Study – Successful Outsourcing Partnership
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1 Introduction
262
2 Scenario
262
3 Transition
263
3.1 Major Contributors
264
3.2 Transition Team
265
3.3 Project Governance and Quality Management
267
4 Steady State Operations
268
4.1 Governance
269
4.2 Incident and Problem Management
270
4.3 Change Control
271
4.4 Escalation Management
272
4.5 Service Level Agreement
273
4.6 Contract Management/Service Request Management
274
4.7 Risk Management
275
4.8 Ressource Management
276
4.9 Knowledge Management
277
4.10 Financial Management
279
4.11 Quality Management and continues improvement
279
5 Summary – The partnership
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5.1 Highlights and Lessons-learned
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Successful Choreography for a Software Product Release – Dancing to deliver a final Product
283
1 Introduction
284
1.1 The Impact of an Efficient Release Path
284
1.2 A Set of Software Methodologies
284
1.3 To make a successful Graft
285
2 A Basic Set of Interaction Rules
286
2.1 Imply the whole Company
286
2.2 The Teams in Presence
287
2.3 Commitment Seeking – Reviews
288
2.4 The Art of Polyrhythm
289
2.5 When the Music is over
289
3 Companion Tools
290
3.1 Internal Distribution Process
290
3.2 Automatic Software Build Environment
290
3.3 Versioning
292
3.4 Starting from the Source – Control Management System
293
3.5 Packaging and the Distribution Process
295
3.6 Be ready for Feedback (and issues!)
296
3.7 Additional Notifications
298
4 Develop the Developers
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4.1 The Meanings of “Growth”
299
4.2 Engineering Steps
299
5 Conclusion
300
References
301
Global Production Center in Latin America for Application Management Services
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1 Latin America – Emerging Region
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2 Focus on Application Management
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3 Global Production Center in Latin America – (GPC)
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3.1 Laborforce Availability in Latin America
309
3.2 Brazil, Growth and largest Economy in Latin America
309
3.3 Argentina, Substantial Potential for Offshoring
311
4 GPC Mercosur, a Key Location in the Global Production Center network
312
4.1 Incident Management
313
4.2 Common Ticketing Tool across all Global Production Centers
313
4.3 Common Delivery Pool (CPD) Concept
314
4.4 Service Level Agreements (SLA) Management
315
4.5 Description of “follow the sun” Concept
316
5 Customer Service Organization, Customer intimacy
316
6 Key Findings – Why a GPC in Mercosur?
317
7 Key Findings – General Conclusions about Latin America?
318
References
319
List of Authors
320
Index
325
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