Uma arquitetura distribuída é composta de diversos sistemas que trocam mensagens entre si. Falhas na integração destes sistemas podem ocorrer, exigindo uma investigação detalhada dos profissionais de suporte para encontrar a causa raiz do problema. O processo manual de identificação de falhas é difícil e demorado. Ganhos significativos podem ser obtidos através da automação do processo de classificação de falhas. Este trabalho tem por objetivo apresentar um método para auxílio no processo de diagnóstico de falhas, classificando automaticamente as falhas geradas em uma arquitetura orientada a serviços. Este método, denominado SOAFaultControl, se beneficia de arquiteturas distribuídas que adotam SOA e um Enterprise Service Bus (ESB). Utilizando-se de técnicas de aprendizado de máquina, foi possível estabelecer um modelo para classificação de falhas em categorias preestabelecidas. Para alcançar o objetivo deste trabalho foi necessário testar e avaliar os seguintes algoritmos de aprendizagem de máquina: Support Vector Machine, Naive Bayes e AdaBoost. Como resultado, o algoritmo Support Vector Machine obteve melhor desempenho nas métricas: acurácia, precisão, revocação e F1. / A distributed architecture is composed of many systems that exchange messages between each other. Faults in the integration of these systems may occur and they required a detailed investigation of support professionals to identifying the root cause of the problem. The manual process to identify causes of failure is difficult and time-consuming. Significant efficiency gains can be achieved by automating the faults classification process. This work presents a method to support the automated fault diagnostic process, automatically classifying faults generated in a Service Oriented Architecture (SOA). This method denominated SOAFaultControl, may be executed in a distributed architecture that adote SOA and an Enterprise Service Bus (ESB). Using machine learning techniques, was possible build a model to classify fault messages captured in a SOA environment, in pre-established classes. To achieve the objectives of this work it was necessary to test the following machine learning algorithms: Support Vector Machine, Naive Bayes, and AdaBoost. Results show that Support Vector Machine algorithm achieved better performance in the following metrics: precision, accuracy, recall, and F1.

Test Driven Development (TDD) é uma prática ágil que ganhou popularidade ao ser definida como parte fundamental na eXtreme Programming (XP). Essa prática determina que os testes devem ser escritos antes da implementação do código. TDD e seus efeitos têm sido amplamente estudados e comparados com a prática Test Last Development (TLD) em diversos trabalhos. Entretanto, poucos estudos abordam TDD no desenvolvimento de Web Services (WS), devido à complexidade em testar as dependências entre os componentes distribuídos e as particularidades da Service Oriented Architecture (SOA). Este trabalho tem por objetivo definir e validar uma abordagem para o desenvolvimento de WS baseada na prática de TDD, denominada WS-TDD. Essa abordagem guia os desenvolvedores no uso de TDD durante o desenvolvimento de WS, sugerindo ferramentas e técnicas para lidar com as dependências e as particularidades de SOA, com foco na criação dos testes unitários e integrados automatizados na linguagem Java. No intuito de definir e validar a abordagem proposta, quatro métodos de pesquisa foram executados: (i) questionário presencial; (ii) experimento; (iii) entrevista presencial com cada participante do experimento e (iv) triangulação dos resultados com as pessoas que participaram nos três métodos anteriores. De acordo com os resultados obtidos, a WS-TDD mostrou-se mais eficiente quando comparada a TLD, aumentando a qualidade interna do software e a produtividade dos desenvolvedores. No entanto, a qualidade externa do software diminuiu, apresentando um maior número de defeitos quando comparada a TLD. Por fim, é importante destacar que a abordagem proposta surge como uma alternativa simples e prática para a adoção de TDD no desenvolvimento de WS, trazendo benefícios a qualidade interna e contribuindo para aumentar a produtividade dos desenvolvedores. Porém, a qualidade externa do software diminuiu ao utilizar a WS-TDD. / Test Driven Development (TDD) is an agile practice that gained popularity when defined as a fundamental part in eXtreme Programming (XP). This practice determines that the tests should be written before implementing the code. TDD and its effects have been widely studied and compared with the Test Last Development (TLD) in several studies. However, few studies address TDD practice in the development of Web Services (WS), due to the complexity of testing the dependencies among distributed components and the specific characteristics of Service Oriented Architecture (SOA). This study aims to define and validate an approach to develop WS based on the practice of TDD, called WS-TDD. This approach guides developers to use TDD to develop WS, suggesting tools and techniques to deal with SOA particularities and dependencies, focusing on the creation of the unitary and integrated automated tests in Java. In order to define and validate the proposed approach, four research methods have been carried out: (i) questionnaire; (ii) practical experiment; (iii) personal interview with each participant in the experiment and (iv) triangulation of the results with the people who participated in the three previous methods. According to the obtained results, WS-TDD was more efficient compared to TLD, increasing internal software quality and developer productivity. However, the external software quality has decreased due to a greater number of defects compared to the TLD approach. Finally, it is important to highlight that the proposed approach is a simple and practical alternative for the adoption of TDD in the development of WS, bringing benefits to internal quality and contributing to increase the developers’ productivity. However, the external software quality has decreased when using WS-TDD.

Uma arquitetura distribuída é composta de diversos sistemas que trocam mensagens entre si. Falhas na integração destes sistemas podem ocorrer, exigindo uma investigação detalhada dos profissionais de suporte para encontrar a causa raiz do problema. O processo manual de identificação de falhas é difícil e demorado. Ganhos significativos podem ser obtidos através da automação do processo de classificação de falhas. Este trabalho tem por objetivo apresentar um método para auxílio no processo de diagnóstico de falhas, classificando automaticamente as falhas geradas em uma arquitetura orientada a serviços. Este método, denominado SOAFaultControl, se beneficia de arquiteturas distribuídas que adotam SOA e um Enterprise Service Bus (ESB). Utilizando-se de técnicas de aprendizado de máquina, foi possível estabelecer um modelo para classificação de falhas em categorias preestabelecidas. Para alcançar o objetivo deste trabalho foi necessário testar e avaliar os seguintes algoritmos de aprendizagem de máquina: Support Vector Machine, Naive Bayes e AdaBoost. Como resultado, o algoritmo Support Vector Machine obteve melhor desempenho nas métricas: acurácia, precisão, revocação e F1. / A distributed architecture is composed of many systems that exchange messages between each other. Faults in the integration of these systems may occur and they required a detailed investigation of support professionals to identifying the root cause of the problem. The manual process to identify causes of failure is difficult and time-consuming. Significant efficiency gains can be achieved by automating the faults classification process. This work presents a method to support the automated fault diagnostic process, automatically classifying faults generated in a Service Oriented Architecture (SOA). This method denominated SOAFaultControl, may be executed in a distributed architecture that adote SOA and an Enterprise Service Bus (ESB). Using machine learning techniques, was possible build a model to classify fault messages captured in a SOA environment, in pre-established classes. To achieve the objectives of this work it was necessary to test the following machine learning algorithms: Support Vector Machine, Naive Bayes, and AdaBoost. Results show that Support Vector Machine algorithm achieved better performance in the following metrics: precision, accuracy, recall, and F1.

Test Driven Development (TDD) é uma prática ágil que ganhou popularidade ao ser definida como parte fundamental na eXtreme Programming (XP). Essa prática determina que os testes devem ser escritos antes da implementação do código. TDD e seus efeitos têm sido amplamente estudados e comparados com a prática Test Last Development (TLD) em diversos trabalhos. Entretanto, poucos estudos abordam TDD no desenvolvimento de Web Services (WS), devido à complexidade em testar as dependências entre os componentes distribuídos e as particularidades da Service Oriented Architecture (SOA). Este trabalho tem por objetivo definir e validar uma abordagem para o desenvolvimento de WS baseada na prática de TDD, denominada WS-TDD. Essa abordagem guia os desenvolvedores no uso de TDD durante o desenvolvimento de WS, sugerindo ferramentas e técnicas para lidar com as dependências e as particularidades de SOA, com foco na criação dos testes unitários e integrados automatizados na linguagem Java. No intuito de definir e validar a abordagem proposta, quatro métodos de pesquisa foram executados: (i) questionário presencial; (ii) experimento; (iii) entrevista presencial com cada participante do experimento e (iv) triangulação dos resultados com as pessoas que participaram nos três métodos anteriores. De acordo com os resultados obtidos, a WS-TDD mostrou-se mais eficiente quando comparada a TLD, aumentando a qualidade interna do software e a produtividade dos desenvolvedores. No entanto, a qualidade externa do software diminuiu, apresentando um maior número de defeitos quando comparada a TLD. Por fim, é importante destacar que a abordagem proposta surge como uma alternativa simples e prática para a adoção de TDD no desenvolvimento de WS, trazendo benefícios a qualidade interna e contribuindo para aumentar a produtividade dos desenvolvedores. Porém, a qualidade externa do software diminuiu ao utilizar a WS-TDD. / Test Driven Development (TDD) is an agile practice that gained popularity when defined as a fundamental part in eXtreme Programming (XP). This practice determines that the tests should be written before implementing the code. TDD and its effects have been widely studied and compared with the Test Last Development (TLD) in several studies. However, few studies address TDD practice in the development of Web Services (WS), due to the complexity of testing the dependencies among distributed components and the specific characteristics of Service Oriented Architecture (SOA). This study aims to define and validate an approach to develop WS based on the practice of TDD, called WS-TDD. This approach guides developers to use TDD to develop WS, suggesting tools and techniques to deal with SOA particularities and dependencies, focusing on the creation of the unitary and integrated automated tests in Java. In order to define and validate the proposed approach, four research methods have been carried out: (i) questionnaire; (ii) practical experiment; (iii) personal interview with each participant in the experiment and (iv) triangulation of the results with the people who participated in the three previous methods. According to the obtained results, WS-TDD was more efficient compared to TLD, increasing internal software quality and developer productivity. However, the external software quality has decreased due to a greater number of defects compared to the TLD approach. Finally, it is important to highlight that the proposed approach is a simple and practical alternative for the adoption of TDD in the development of WS, bringing benefits to internal quality and contributing to increase the developers’ productivity. However, the external software quality has decreased when using WS-TDD.

This diploma thesis deals with the topic of „Position and Function of Call Centres in Telecommunications”. It focuses on alternative ways of customer´s communication with the company mainly by mobile phone. The content of this work is the characteristics of services, the specification of ways of communication between the customer and the company, the description of T-Mobile´s products using the alternative ways of communication with the company, the survey of T-Mobile´s Call centre´s activities and the research part. The aim of this work is to find out recomandations and progressions for improvement of working and standing of Call centre within the T-Mobile group. At the end of the work there are added some appendixes.

Práce představuje v širším kontextu paradigmata servisně orientované ekonomiky a ukazuje jejich vliv na podnikové a firemní strategie. Pokouší se dát dohromady tradiční modely podnikových a firemních strategií s nově vznikající vědou o službách. Práce ukazuje hlavní myšlenky servisně orientované ekonomiky v porovnání s tradiční produktovou ekonomikou. Jako výsledek srovnání práce poukazuje na potřebu nového přístupu k byznysu, který vychází z aktuálního dění ve světě. Práce přináší sadu doporučení pro formulace podnikových a firemních strategií v servisní ekonomice. V praktické části jsou výsledky demonstrovány a použity pro strategii ve vybrané firmě.

Diplomová práce představuje paradigmata servisně orientované ekonomiky z hlediska konkurenceschopnosti firmy. Zaměřuje se na konkurenční výhody, kterých lze dosáhnout nebo podporovat rozvojem služeb. Teoretický základ prezentuje specifika a význam sektoru služeb v současných nejvyspělejších ekonomikách. Jmenuje hlavní konkurenční strategie používané v sektoru služeb a srovnává je se zažitými strategiemi známými z produktově orientované ekonomiky. Práce blíže analyzuje metody rozvoje služeb ve společnosti IBM GSDC Brno v oblasti globalních IT služeb. Pojednává o hlavních problémech spojených s jejich inovací a zároveň naznačuje současné a budoucí trendy v oblasti IT služeb. V praktické návrhové části jsou prezentovány nové přístupy k rozvoji služeb, které by mohly podpořit konkurenceschopnost firmy na globálním trhu služeb.

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Mit der stetigen Konsolidierung der Web Service Standards vollzieht sich in der Diskussion zu serviceorientierten Architekturen ein Wechsel weg von der Implementierung und dem Deployment von Services hin zum Service Management. Die Indikatoren: Anzahl der Standardisierungsanfragen und die Menge großer Forschungsprogramme in diesem Bereich sind evident für einen wachsenden Bedarf an Managementmethoden für die Abbildung von Geschäftsanforderungen auf Servicekompositionen. Die Verwendung von semiformalen Modellen sowie die verteilte Entwicklung von SOA Services machen eine an Konventionen orientierte konstruktive Einschränkung der Freiheitsgrade bei der Prozess- und Servicemodellierung notwendig. In dieser Arbeit wird eine generische Methode vorgestellt, welche durch die Einführung von „Beschreibungsrahmen“ (Description Kits) sowohl eine Einschränkung der Modellierungsfreiheit in Bezug auf natürlichsprachliche Aspekte in fachkonzeptuellen Modellen erlaubt, als auch eine restriktive Benutzung bestehender Modellierungssprachen ermöglicht. Als Anwendungsfall wird die Konfiguration serviceorientierter Architekturen diskutiert. - (Die Dissertation ist veröffentlicht im Logos Verlag Berlin GmbH, http://www.logos-verlag.de, ISBN: 978-3-8325-2402-9) / With Service-oriented Architectures (SOA) companies are facing a paradigm shift towards services as the key unit of their enterprise architectures. An exploitation of the potential of Service-oriented Architectures is up to the applicability of semi-formal business models for a transformation into service compositions. However, several conceptual shortcomings prevent semi-formal models from being a suitable resource of an automated transformation process. Problems result from a multitude of modeling aims, objects, and procedures. Enhancements in order to solve these problems require both systematic preparation, and a methodical approach. This thesis provides a modeling method for business process-oriented SOA design using a meta-model based approach. An integrated modeling environment gives an overview of business requirements and allows appropriate assignment of SOA services to the business functions at the same time. The research refers to the example of process-oriented analysis and optimization of administrative procedures in German universities.

In data-centric environments, for example, in the field of scientific computing, the transmission of large amount of structured data to Web services is required. In service-oriented environments (SOA), the Simple Object Access Protocol (SOAP) is commonly used as the main transport protocol. However, the resulting 'by value' data transmission approach is not efficiently applicable in data-centric environments. One challenging bottleneck of SOAP arises from the XML serialization and deserialization when processing large SOAP messages. In this paper, we present an extended Web service framework which explicitly considers the data aspects of functional Web services. Aside from the possibility to integrate specialized data transfer methods in SOA, this framework allows the efficient and scalable data handling and processing within Web services. In this case, we combine the advantages of the functional perspective (SOA) and the data perspective to efficiently support data-centric environments.