John H. Bailey

Steps toward a science of service systems

The service sector accounts for most of the worlds economic activity, but its the least-studied part of the economy. A service system comprises people and technologies that adaptively compute and adjust to a systems changing value of knowledge. A science of service systems could provide theory and practice around service innovation

Virtual spaces and real world places: transfer of route knowledge

It has been widely suggested, but rarely demonstrated, that virtual environments (VEs) are effective training media. The purpose of this investigation was to evaluate how well a VE model of a complex office building trained individuals to navigate in the actual building. Sixty participants studied route directions and landmark photographs, then rehearsed the route using either the VE model, the actual building, or verbal directions and photographs. The VE model was presented in real time via a head-tracked display. Half of the participants in each rehearsal group also studied route maps. Everyones route knowledge was then measured in the actual building. Building configuration knowledge was also measured. VE rehearsal produced more route knowledge than verbal rehearsal, but less than with rehearsal in the actual building. Type of rehearsal had no effect on configuration knowledge. Map study influenced neither route nor configuration knowledge. These results suggest that VEs that adequately represent real world complexity can be effective training media for learning complex routes in buildings, and should be considered whenever the real world site is unavailable for training.

Design guidelines for system administration tools developed through ethnographic field studies

Information Technology system administrators (sysadmins) perform the crucial and never-ending work of maintaining the technical infrastructure on which our society depends. Computer systems grow more complex every year, however, and the cost of administration is an ever increasing fraction of total system cost - IT systems are growing harder to manage. To better understand this problem, we undertook a series of field studies of system administration work over the past four years, visiting a variety of enterprise and large university sites. One of our most compelling observations was how often the tools used by system administrators were not well aligned with their work practices. We believe that this misalignment was the result of administration tools designed without a complete understanding of the full context of administration work. To promote the design of better tools, this paper describes system administration work in more detail based on examples from our field studies, outlines the dimensions along which enterprise sysadmins differ significantly from other computer users, and provides a set of guidelines for tools to better support how administrators actually work.

Learning and Transfer of Spatial Knowledge in a Virtual Environment

Two experiments were conducted to investigate route and configurational knowledge acquisition in a virtual environment (VE). The results indicate that route knowledge can be acquired in a VE and that it transfers to the real world. Furthermore, although it was not explicitly trained, participants acquired some configurational knowledge. Higher levels of interactive exposure to the VE resulted in better route knowledge than less interactive exposure. There was some evidence that more reported presence was correlated with better performance on spatial knowledge tests, while more reported simulator sickness was correlated with worse performance. Finally, performance during VE rehearsals was a strong, consistent correlate of performance on spatial knowledge tests.

Usable autonomic computing systems: the administrator's perspective

One of the primary motivations behind autonomic computing (AC) is the problem of administrating highly complex systems. AC seeks to solve this problem through increased automation, relieving system administrators of many burdensome activities. However, the AC strategy of managing complexity through automation runs the risk of making management harder. We performed field studies of current administrator work practices to inform the design of AC in order to ensure that it simplifies system management. In this paper, we analyze what system administrators do in terms of three important activities: rehearsal and planning, maintaining situation awareness, and managing multitasking, interruptions and diversions. We provide guidelines for constructing AC environments that support these activities.

Side Effects and Aftereffects of Immersion in Virtual Environments

Immersive Virtual Environment (VE) technology, also known as virtual reality, is being touted as an important new medium for education and training. Other potential applications involve communications, medicine, architecture, astronomy, data handling, teleoperation, and entertainment. A threat to the successful application of this technology is that some users of VE systems suffer unwanted side effects and aftereffects similar to, but not limited to, symptoms of motion sickness. These effects may degrade training effectiveness and jeopardize user safety and well-being. This paper describes the incidence and severity of symptoms we recorded during four different experiments which examined VE training applications. The experiments involved a variety of tasks, simulated environments, and VE systems. We administered a 28 item questionnaire that addressed symptoms related to nausea, eye strain, and dizziness. Significant variation was observed across individuals. In each experiment some users, between 4 and 16%, experienced discomfort to the extent that we terminated their participation. Most users enjoyed the VE experiment but reported some level of discomfort. Our findings indicated that sickness resulting from VE immersion is a potentially serious problem which may not be completely eradicated by improvements in equipment. This paper describes the patterns of effects we observed, discusses the challenges of measuring effects, and outlines future research.

Activity-based management of IT service delivery

Growth, adaptability, innovation, and cost control are leading concerns of businesses, especially with respect to use of information technology (IT). Though standards such as the Information Technology Infrastructure Library (ITIL) offer the potential for cost savings through the use of formal processes and best practices, such top-down approaches tend to be either highlevel - often far removed from the actual work - or low-level - often inflexible given the rapid pace of technology and market change. We conducted field studies to examine work practices in IT service delivery. Our results suggest that unstructured work activities comprise a significant and vital portion of the overall work done by people in IT service delivery. These activities include negotiating work items and schedules, seeking and providing information and expertise, and using and sharing custom tools and practices. Unstructured activities are conducted in parallel to formal, structured IT service processes, but are not well supported by existing integrated tooling. Thus, they are not easily accounted for and rarely result in reusable assets or feedback to improve the formal IT processes. Based on these findings, we propose an administrator workspace aimed specifically at blending structured and unstructured work activities to support effective, reusable, and quantifiable IT service delivery.

Usable autonomic computing systems: The system administrators' perspective

One of the primary motivations behind autonomic computing (AC) is the problem of administrating highly complex systems. AC seeks to solve this problem through increased automation, relieving system administrators of many burdensome activities. However, the AC strategy of managing complexity through automation runs the risk of making management harder, if not designed properly. Field studies of current system administrator work practices were performed to inform the design of AC systems from the system administrators perspective, particularly regarding four important activities: collaboration and coordination, rehearsal and planning, maintaining situation awareness, and managing multitasking, interruptions, and diversions. Based on these studies, guidelines for designing usable AC systems that support these activities effectively are provided.

Policy-based Management of an E-commerce Business Simulation: An Experimental Study

Autonomic Computing lays out a vision of information technology in which systems manage themselves based on policies. As a result, policies are the new currency of interaction between people and computers, creating a new paradigm for interaction with autonomic systems. In this paradigm, interaction shifts (1) from low-level to high-level monitoring and control and (2) from manually performing actions to delegating tasks to automation. In this paper, we report an experimental study comparing and contrasting manual interaction to policy-based interaction to manage a simulated e-commerce website. In this study, we investigated issues related to human expertise and policy representation. Our results suggest that effective policy-based interaction depends both on the level of detail of the policies and on the experience of the system supervisor. Our results show an overall benefit of policy-based interaction, as measured by business and technology-oriented metrics. Performance was significantly better with policy-based interaction following expertise gained through manual interaction. Performance with manual interaction was marginally worse after policy-based interaction, suggesting the classic out-of-the-loop problem. In addition, highly detailed policy representations marginally improved performance for technology-oriented metrics but did not yield significant differences for business-oriented metrics.

Intelligent Document Gateway - A Service System Analysis

In todays fast paced world, it is necessary to process business documents expediently, accurately, and diligently. In other words, processing has to be fast, errors must be prevented (or caught and corrected quickly), and documents cannot be lost or misplaced. The failure to meet these criteria, depending on the type and purpose of the documents, can have serious business, legal, or safety consequences. In this paper, we evaluated a B2B order placement service system that allows clients to place orders for products and services over a network. We describe the order placement service before and after deploying the Intelligent Document Gateway (IDG), a document-centric business process automation technology from IBM Research. Using service science perspective and service systems frameworks, we provide an analysis of how IDG improved the value proposition for both the service providers and service clients.