Klikněte pro vložení textu Service Science 2012 IS/IT outsourcing services – basic overview 13.4.2015 IS/IT outsourcing services – basic overview 13.4.2015 IS/IT outsourcing services – basic RNDr. Stanislav Michelfeit Service Science 2012 ‹#› IS/IT outsourcing services – basic overview 13.4.2015 Stanislav Michelfeit 2 IS/IT outsourcing services – basic overview 13.4.2015 Agenda §Service Science –Current ecomonic trends –Definition of service –Basic definition –SSME Profesional §IT/IS outsoursing services –Outsoursing definition –IT services development phases –Cureent status of IT/IS outsourcing services Service Science 2012 ‹#› IS/IT outsourcing services – basic overview 13.4.2015 Stanislav Michelfeit 3 IS/IT outsourcing services – basic overview 13.4.2015 The world is changing … > Service Science 2012 ‹#› IS/IT outsourcing services – basic overview 13.4.2015 Stanislav Michelfeit 4 IS/IT outsourcing services – basic overview 13.4.2015 Picturing Economic Evolution Products Services Material Information Machines, Chemicals Automotive Fashion Goods Consumer Products Books, Magazines Computers, PDA’s Film, Music Software, Games Tourism, Retail Transportation Construction Health Care Financial Services Radio, TV Telecommunication Legal, Consulting Delivery Form End product Service Science 2012 ‹#› IS/IT outsourcing services – basic overview 13.4.2015 Stanislav Michelfeit 5 IS/IT outsourcing services – basic overview 13.4.2015 Why Now?: US GNP Today and in the Future Services Material Information 11% 9% 30% 50% Products From Uday Karmarkar: “Service industrialization in the global economy” Also author of HBR article: “Will you survive the services revolution?” Service Science 2012 ‹#› IS/IT outsourcing services – basic overview 13.4.2015 Stanislav Michelfeit 6 IS/IT outsourcing services – basic overview 13.4.2015 Stát % WW Labor % A % G % S 25 yr % delta S China 21.0 50 15 35 191 India 17.0 60 17 23 28 U.S. 4.8 3 27 70 21 Indonesia 3.9 45 16 39 35 Brazil 3.0 23 24 53 20 Russia 2.5 12 23 65 38 Japan 2.4 5 25 70 40 Nigeria 2.2 70 10 20 30 Banglad. 2.2 63 11 26 30 Germany 1.4 3 33 64 44 Top 10 států dle pracovní síly (asi 50% světových pracovních sil v 10 státech) A = Zemědělství, G = Zboží, S = Služby >50% (S) služby, >33% (S) služby 2004 2004 U. S. Největší migrace pracovních sil v historii lidstva je součástí, daná urbanizací, globalní komunikací, cenou, růstem buznysu a technologickými inovacemi. The world became service system. Service Science 2012 ‹#› IS/IT outsourcing services – basic overview 13.4.2015 Stanislav Michelfeit 7 IS/IT outsourcing services – basic overview 13.4.2015 IBM’s perspective > Dnešní business vyžaduje více inovací a proto přístup ke službám musí být systematický a interdisciplinární Technology Innovation Business Innovation Social-Organizational Innovation Demand Innovation Service Science Science & Engineering Social Sciences Business Management &Administration Global Economy & Markets T-Shape odborníci Mají znalosti z celé řady oborů a minimálně v jednom z nich jsou jejich znalosti na velmi vysoké úrovni IT – typický příklad oboru se zvýšeným zastoupením služeb §IT přestává být specifickým prostředkem, stává se univerzálním nástrojem, službou, která realizuje stále širší škálu potřeb lidské společnosti , jak jednotlivců, tak organizací. §Uživatel již většinou ani neví, nebo jen tuší, že službu realizuje IT (ITC) §Výsledkem je, že stále více IT specialistů pracuje v této oblasti, klesají požadavky na existující specializace, ale vznikají požadavky na zcela nové,související s charakterem služby > Service Science 2012 ‹#› IS/IT outsourcing services – basic overview 13.4.2015 Stanislav Michelfeit 11 IS/IT outsourcing services – basic overview 13.4.2015 Outsourcing - definition §„Outside resource using“ §Contractual relationship, which assign responsibility for some functional area to external resources §It is delegation of some activities on specialized organization §Company handover entire responsibility for certain activity to external supplier Service Science 2012 ‹#› IS/IT outsourcing services – basic overview 13.4.2015 Stanislav Michelfeit 12 IS/IT outsourcing services – basic overview 13.4.2015 Outsourcing IT §IT/IS Outsourcing is delegation of operation, maintenance and administration activities ITC §IT/IS Outsourcing is prerequisite of industrialization/standardization of seservices §Information services are dominant in advance economics Profesoři jsou na řadě jako další? > Service Science 2012 ‹#› IS/IT outsourcing services – basic overview 13.4.2015 Stanislav Michelfeit 14 IS/IT outsourcing services – basic overview 13.4.2015 IT evolution stages §0 – 1982 –Proper solution §1982 – 1999 –Standard solution §1999 – –Outsourcing solution Service Science 2012 ‹#› IS/IT outsourcing services – basic overview 13.4.2015 Stanislav Michelfeit 15 IS/IT outsourcing services – basic overview 13.4.2015 Characteristic and cost structure §0 – 1982 –Characteristic •Mainframes and terminals •Punch cards data management •Batch processing, proper application development –Local cost (fix cost) •High cost for development and maintenance of proper solution •Dependence on lack of skilled resources •High cost for availability and security Service Science 2012 ‹#› IS/IT outsourcing services – basic overview 13.4.2015 Stanislav Michelfeit 16 IS/IT outsourcing services – basic overview 13.4.2015 Characteristic and cost structure §1982 - 1999 –Charakteristika •PC and PC Server •Standard interactive application •Data entered directly by users –Internal and external cost (variable and fix cost) •High investment to buy HW and SW •Low recoverability (ROI) •High cost for availability and security Service Science 2012 ‹#› IS/IT outsourcing services – basic overview 13.4.2015 Stanislav Michelfeit 17 IS/IT outsourcing services – basic overview 13.4.2015 Characteristic and cost structure §1999 - –Charakteristic •Independence on HW (Shared datacentre) •Standard services •Distributed infrastucture –External cost (variable cost) •Only variable cost (performance pay) •Independence on lack of skilled resources •High availability and security Service Science 2012 ‹#› IS/IT outsourcing services – basic overview 13.4.2015 Stanislav Michelfeit 18 IS/IT outsourcing services – basic overview 13.4.2015 Outsourcing trends §Outsourcing by towers > Service Science 2012 ‹#› IS/IT outsourcing services – basic overview 13.4.2015 Stanislav Michelfeit 19 IS/IT outsourcing services – basic overview 13.4.2015 Types of outsourcing §Personal outsourcing –Staff and services providing §Complex outsourcing –Staff, services and all resources providing §Partial outsourcing –Staff, services and some resources providing §Business process outsourcing (BPO) –Services providing Service Science 2012 ‹#› IS/IT outsourcing services – basic overview 13.4.2015 Stanislav Michelfeit 20 IS/IT outsourcing services – basic overview 13.4.2015 IT-enabled Services Simple Complex Commodity Standard Technical Off-line Custom Specialized Interactive Cultural Data entry Call Center Basic Web site Technical Research Technical Hot-line Graphic Arts Document Mgt Advanced Web sites Data Management Custom Software Medical Diagnosis Legal Research Education Literature Theater Product Design Technical Publishing Service Science 2012 ‹#› IS/IT outsourcing services – basic overview 13.4.2015 Stanislav Michelfeit 21 IS/IT outsourcing services – basic overview 13.4.2015 Benefits and opportunities of outsourcing §Economical – financial – Clarity and cost reduction §Personal –Availability of skilled staff §Administrative – factual –Risk delegation on outsourcing supplier Service Science 2012 ‹#› IS/IT outsourcing services – basic overview 13.4.2015 Stanislav Michelfeit 22 IS/IT outsourcing services – basic overview 13.4.2015 Service Level Agreement §Basic specification, conditions and rules –Service description, metrics, payment conditions §Hard metrics –availability, response time §Soft metrics –Quality of outsourcing services Service Science 2012 ‹#› IS/IT outsourcing services – basic overview 13.4.2015 Stanislav Michelfeit 23 IS/IT outsourcing services – basic overview 13.4.2015 Discussion Thank you for your attention