Service analytics framework for web-delivered services

Web-delivered service is an emerging approach for IT service by leveraging the partnership and Web technology to reduce IT service cost and improve delivery efficiency. To make it more effective, business design is also very important besides technology innovation. This paper proposes a three-tier analytical framework to improve business design based on the centralized information from the platform. At business model design tier, a role-based service ecosystem modeling method is presented to contain the duplication and evolvement of participants´ functionalities within the same model. Through the model, we can analyze the impact of business model on the business performance. At service analytics tier, we summarize the available data and categorize the operational analysis by roles. At self-transform tier, several potential functionalities are listed to help end client to do business transformation by themselves. Based on such framework, a case study in mini-ERP services is presented to illustrate how the analytics technology can help in business design of Web-delivered service.