The document discusses challenges for service level assurance in open innovation projects. It outlines demographic and societal challenges facing cities, such as an aging population and talent management issues. It then discusses metrics for evaluating business value, agile deployment, and sustainable delivery of services. The document proposes a smart city cloud platform using a networked infrastructure and core management services. It argues that converging digital, physical, natural, and human infrastructures using an integrated network and virtualized computing infrastructure is essential for smart information discovery and decision making in cities.

1. The Challenge regarding Service Level
Assurance in Open Innovation
Margarete Donovang-Kuhlisch,
European Government Industry Technical Leader, PS CTO Team,
mdk@de.ibm.com

2. Agenda
Demographic and Societal Challenges
Metrics for Service Level Assurance
 Business Value
 Agile Deployment
 Sustainable Delivery
Smart City Cloud Platform
 Networked Infrastructure
 Core Management Services
 CIP ICT-PSP: EPIC - Experimentation and Evaluation
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3. Demographic and Societal Challenges facing (smart) Cities
 Ageing Population vs. Fiscal Sanity
 Crisis of Competence – Talent and Workforce Management
 Data Explosion and Information Overload
 Globally-Intergrated Government – without Boundaries
 From e-Government to Service Oriented Government
 Contractors in Government – new PPP‘s
 Performance Management in Government
 Environmental Responsibility and Leadership
 Security and Privacy in a Flat World
 Agile and Sustainable Crisis Management Adapted from:
IBM Center for The Business of Government
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4. Services Quality – on all Levels of the Future Internet
Many opportunities exist for open innovation and delivery of smart services using the
“IT Service System”. A network of metrics determines overall service quality.
Service Service
F. Client Value: Impact on Citizen/Enterprise/Administration Negotiators Consumers
Key Metrics: quality of life, market share/profitability, efficiency
E. Boundage: Establish a Service Experience Brand Front Stage
Key Metrics: Participation, Inclusion, Loyalty, Reference-Ability
Control Systems
D. Solution/Service Design
Solutions Requests
Key Metrics: Cost Accuracy, Plan Risk, Asset Reuse
C. Farm the Base: Request Service, Provision Availibility Front – Back
Interplay
Key Metrics: Response Time, Cycle Time
IT Delivery Learning Systems
B. Preventing Repeated Incidents Delivery
A. Enabling the Circle of Delivery Quality
Back Stage
Key Metrics: Service Availability, Efficiency, Performance, # Defects
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5. An Infrastructure Perspective for the Future Internet (Cloud)
SLA Dynamic
Capacity Planning Scheduling Monitoring
Request Driven Provisioning
Web 2.0 Data Scalable
Innovation Software Virtual
Intensive Transaction
Enablement Development Classroom
Processing Processing
Workloads
Virtual
Virtual
Virtual
Application
Application
Application
Server
Server
Server
Virtual Virtual Virtual
Servers Storage Networks
Virtualization
HPC, Mainframes, Servers Storage Networking
Physical Hardware
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6. Smart Cities Service Landscape – to be delivered from the FI
Smart City Enterprise Architecture and
Component Business Model
Enter-
IBM Government Industry Framework & Cloud Extensions prises
IBM Government Industry Framework
Citizens
Service / Application Domains
Citize- Educa- Culture Trades Defen- Real Trans-
Social Tax & Demo-
ship & tion & Recrea- & se & Estate port Admin
Health Service Cash cracy &
Citizen Labour tion & Indus- Readi- & Traffic & Mgmt
& Care Flows Order
Service Market Nature tries ness Supply Infra
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7. European Platform for Intelligent Cities – Smart City Pilot
w/ IBM Govt. Industry Framework
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8. The Argument
Stimulus Investments and Experimentation for an agile
Digital Society and Economy in the twenty-first Century
must leverage the Elements of modern Infrastructure.
Converging the digital, physical, natural and human
Infrastructures will help to achieve smart Information
Discovery and Decision Making in any smart City.
An integrated Network and virtualized Computing Power
Infrastructure is the essential Foundation of any such
globally-integrated Ecosystem and will become the Future
Internet for Smart Cities serving Citizens & Businesses.
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