Service analytics framework for web-delivered services

Web-delivered service is an emerging approach for IT service to reduce IT service cost and improve delivery efficiency by leveraging the partnership and web technology. This paper proposes a three-tier analytical framework of web-delivered service to improve business deign based on the centralised information from the platform. At business model design tier, a role-based service ecosystem modelling method is presented to contain the duplication and evolvement of participants' functionalities within the same model. Through the model, we can analyse the impact of business model on the business performance. At service analytics tier, we summarise the available data and categorise 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. Copyright © 2009, Inderscience Publishers.