Overview
Nowhere is the growth of the services economy more apparent than at IBM, where our global services business has grown to represent nearly half of IBM's overall business in little more than a decade. With the growth of IBM's services business, Research now has the opportunity to learn, participate, and innovate in the services arena. Almaden Services Research, drawing on our expertise, leadership, research skills and knowledge ranging from data mining and analytics to corporate anthropology to business architecture and process improvement, has ongoing exploratory and applied research in four areas.
- Service Oriented Technologies. Exploring the use and application of advanced analytic technologies to address the information service and business intelligence challenges faced by enterprises.
- Business Architecture and Process Innovation. Designing and implementing a holistic approach to improving the foundations and practice of transforming global enterprises.
- Complex Service Systems Modeling and Simulation. Modeling and simulating complex real-world service systems.
- Service Quality and Experience. Creating and building advanced technologies intended to make workers more effective and processes more robust.
Our goal is to gain a deeper understanding of the problems faced by service organizations, by leveraging IBM research expertise and collaborating with university researchers and business partners, so that we can address the large-scale, people- and information-intensive problems of these increasingly important organizations. Our efforts are focused on understanding the problems of service organizations from the perspectives of people, practices, information and technology to provide new opportunities for revenue, cost savings and to improve workers' lives.