Ever since the early 90¡¦s the global software market and knowledge accumulation have been growing at a rapid speed. Knowledge has become a critical asset for professional software service industry and therefore, the demands for knowledge management in this industry have been increased dramatically. This study presents a novel approach for knowledge management in structured systems analysis and design area for a professional software service firm. A case study and a prototype system were used to illustrate the feasibility and usability of the proposed method. These results provide a practical base and better understanding for the professional software firms when they implement a knowledge management system.

abstract: The adoption of the Service Oriented Architecture (SOA) as the foundation for developing a new generation of software systems - known as Service Based Software Systems (SBS), poses new challenges in system design. While simulation as a methodology serves a principal role in design, there is a growing recognition that simulation of SBS requires modeling capabilities beyond those that are developed for the traditional distributed software systems. In particular, while different component-based modeling approaches may lend themselves to simulating the logical process flows in Service Oriented Computing (SOC) systems, they are inadequate in terms of supporting SOA-compliant modeling. Furthermore, composite services must satisfy multiple QoS attributes under constrained service reconfigurations and hardware resources. A key desired capability, therefore, is to model and simulate not only the services consistent with SOA concepts and principles, but also the hardware and network components on which services must execute on. In this dissertation, SOC-DEVS - a novel co-design modeling methodology that enables simulation of software and hardware aspects of SBS for early architectural design evaluation is developed. A set of abstractions representing important service characteristics and service relationships are modeled. The proposed software/hardware co-design simulation capability is introduced into the DEVS-Suite simulator. Exemplar simulation models of a communication intensive Voice Communication System and a computation intensive Encryption System are developed and then validated using data from an existing real system. The applicability of the SOC-DEVS methodology is demonstrated in a simulation testbed aimed at facilitating the design & development of SBS. Furthermore, the simulation testbed is extended by integrating an existing prototype monitoring and adaptation system with the simulator to support basic experimentation towards design & development of Adaptive SBS. / Dissertation/Thesis / Ph.D. Computer Science 2011

大眾應用軟體經營模式上，長久以來，一直以與電腦硬體搭配銷售或零售店盒裝式的軟體販售為主，盜版問題亦是許多軟體服務提供者心中的痛；然而，當未來網路服務品質更趨穩定，所有應用軟體程式皆可在線上操作執行時，勢必會一改所謂販賣套裝軟體獲利的傳統資訊市場的經營模式。 經由市場相關資訊、應用軟體個案的探討，本研究認為免費與付費式軟體服務將以不同的價值共存於市場機制中。免費式服務能有效爭取到消費者嘗試新產品服務的興趣，使軟體服務提供者在擁有相當使用量或使用族群同質性高的情況下，能藉由經營廣告平台、銷售週邊硬體產品、提供後續加值服務，或轉戰企業用戶市場等模式獲利；另一方面，在為了提升消費者合法使用軟體服務的動機之前提下，收費式軟體服務方面，業者廠商應根據其產品功能、了解消費者使用的目的，增加其選購軟體服務的彈性，可從產品功能、消費者、時間等聚集構面，彈性地依消費者使用軟體功能模組的程度、使用人數、使用時間的長短等設計合理的收費機制。 最後，本研究也建議消費者應轉變過去只想以免費方式全程享受軟體服務的觀念，了解到免費式軟體服務主要是提供一種嘗試，幫助了解該軟體服務是否滿足本身使用需求；而付費式軟體服務則是進一步提供一流暢的使用經驗，提供一套具備安全、整合、方便性、隨時可用性等客製化服務。 / The suite software package sold in retail shops or combined with the computer is the main and general business model in the application software market but at the same time piracy problem is very serious. Especially, when all software service could be operated smoothly on the Web, there should be some new business models against that situation. Gone through elaborating recent marketing researches and some case studies in the market, the study showed that both free and paid for software service would stand with different value in the market. Free is the best marketing strategy at the first step, which helps software service providers gathering mass use base effectively, and pushing some profit-making strategies (i.e. advertisement platform, value-added service). On the other hand, paid software service providers should break traditional suit style of software sale, and consider how to draw up a reasonable fee rule, which should include some important elements (i.e. consumer’s behavior, use frequency etc.) Finally, the study also recommended consumers that the free service is just a way to make them further understand whether this service content could meet their requirements. However, the paid service will bring them a more convenient digital life with superior quality.

This master's thesis is focused on Information Technology Infrastructure Library (ITIL). Objective of the project was to analyze, design and implement a game engine, which would provide simulation of IT service operation in real or accelerated time or in turns. Basic part of the engine is a creators mode, which allows users to create custom IT services and specify their behaviour during operation, like the service would be used in real. Another part of the engine is a players mode and simple service desk. In this mode, players can take care of fluent operation of their services. Thanks to this, they can learn and train practices, which are described in ITIL.

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This diploma thesis deals with information systems for Customer Relationship Management (CRM) and its combination with one of the main recent information technology trends -- Cloud Computing. CRM systems represent fundamental company software. Thanks to Cloud Computing ideas CRM is available now via communication networks as a service with all its relevant benefits and risks. The goal of this thesis is to evaluate CRM provided as a software service, to compare a traditional deployment of CRM as on-premise software with Software-as-a-Service (SaaS), to identify its advantages and disadvantages and finally to offer answers and evaluation of the main Cloud CRM risks. The first part describes CRM background and Cloud Computing principles. The second part compares on-premise and SaaS deployments and evaluates its benefits and risks including a detail cost analysis. The last part deals with Cloud CRM integration possibilities and practical implementation experience including a case study. This thesis offers the answers to bridge the gap between the theoretical and the practical Cloud CRM experience as the main benefit.

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