Jeffrey A. Calcaterra

Description and application of core cloud user roles

At IBM®, we developed a set of user roles that describe the tasks of the people who interact with any cloud based Information Technology system. The three core roles of Cloud Service Creator, Cloud Service Provider, and Cloud Service Consumer create the base for reflecting the close interaction between developers, providers, and consumers in order to achieve the optimum service flow. The development of a single role as well as the entire taxonomy of roles is guided by a framework of governing principles. Our paper will first present an overview of the user roles and basic framework. Then we will present a series of examples and best practices for interpreting and applying the roles in the design and operation of cloud computing solutions.

Multiple people and components: considerations for designing multi-user middleware

Despite some signs of success, there is still a long way to go in addressing the growing complexity-management gap in middleware systems. One issue that can create complexity for users is a mismatch between tasks in multi-person environments and the task flows in middleware management tools. We present an example scenario that illustrates the complexity of multi-user task flows. This is followed by a discussion of the implications for the design of IT middleware management tools.

Access ThinkPad: The right information at the right time and place

This paper describes the application of a User Engineering process to the design and development of product documentation in order to maintain customer satisfaction and provide market differentiation in an increasingly commoditized product segment. We present the challenges of transforming a print-centric product documentation strategy into a marketable intelligent on-screen information system called Access ThinkPad®. First, we outline the intelligent information concept, forged from the tension between customer research and business reality. Second, we present the iterative design and validation processes used for the Access ThinkPad information system. Third, we discuss the realization of the project goals of improved customer satisfaction and product cost savings. We conclude with lessons learned from our experience and how they apply to future efforts.