Companies face major challenges as they seek to flourish in competitive global markets, fuelled by developments in technology, from the Internet to grid computing and Web services. In this environment, service orientation - aligning business processes to the changing demands of customers - is emerging as a highly effective approach to increasing efficiency. In this book, Paul Allen provides an accessible introduction to service orientation, showing how it works and highlighting the benefits it can deliver. After covering the basics of service orientation, he discusses key issues such as business agility, designing quality-of-service infrastructure, implementing service-level agreements, and cultural factors. He provides roadmaps, definitions, templates, techniques, process patterns and checklists to help you realize service-orientation. These resources are reinforced with detailed case studies, from the transport and banking sectors. Packed with valuable insights, the book will be essential reading for CIOs, IT architects and senior developers.

Foreword

xi

Preface

xv

Acknowledgments

xix

List of acronyms and abbreviations

xx

PART 1 OVERVIEW

1 Basics of service orientation

3

(19)

1.1 The idea of service orientation

3

(6)

1.2 Some definitions

9

(4)

1.3 The overall approach

13

(6)

1.4 The business question

19

(2)

1.5 Where to next?

21

(1)

2 Execution management

22

(20)

2.1 Web services in context

22

(7)

2.2 Execution management

29

(8)

2.3 The need for SOM

37

(4)

2.4 Where to next?

41

(1)

3 Business process management

42

(17)

3.1 Cultural shifts

42

(2)

3.2 A little history

44

(4)

3.3 Elements of BPM

48

(4)

3.4 Toward business as a service

52

(4)

3.5 Where to next?

56

(3)

PART 2 BUSINESS ARCHITECTURE

4 Service-oriented process redesign

59

(24)

4.1 A stepwise approach

59

(6)

4.2 Process redesign patterns

65

(5)

4.3 Identifying services

70

(2)

4.4 Types of service

72

(3)

4.5 The line of commoditization

75

(3)

4.6 Sourcing and usage of services

78

(3)

4.7 Where to next?

81

(2)

5 Gleaning business value

83

(20)

5.1 Gleaning early value

83

(2)

5.2 Starting the redesign effort

85

(5)

5.3 Service-oriented viewpoints

90

(8)

5.4 Applying service-oriented viewpoints

98

(4)

5.5 Where to next?

102

(1)

6 Achieving business agility

103

(22)

6.1 Introduction

103

(1)

6.2 Service policy

103

(7)

6.3 Business domains

110

(4)

6.4 Service models

114

(5)

6.5 Surveying and cataloging assets

119

(2)

6.6 Where to next?

121

(4)

PART 3 SERVICE-ORIENTED ARCHITECTURE

7 Service-oriented architecture themes

125

(12)

7.1 Basic principles

125

(2)

7.2 SOA perspectives

127

(5)

7.3 Integrating execution management

132

(4)

7.4 Where to next?

136

(1)

8 Service-oriented architecture policy

137

(20)

8.1 Foundations of SOA policy

137

(2)

8.2 Business–IT alignment

139

(3)

8.3 QoS criteria

142

(5)

8.4 Design policy

147

(3)

8.5 Sourcing and usage policy

150

(3)

8.6 Technology policy

153

(3)

8.7 Where to next?

156

(1)

9 Service design

157

(28)

9.1 Agility

157

(2)

9.2 Service design techniques

159

(12)

9.3 Interface design techniques

171

(7)

9.4 Software unit architecture techniques

178

(6)

9.5 Where to next?

184

(1)

10 QoS Infrastructure design

185

(28)

10.1 Preparing for service-oriented management

185

(6)

10.2 Capacity

191

(5)

10.3 Availability

196

(4)

10.4 Security

200

(6)

10.5 Infrastructure service buses

206

(2)

10.6 Where to next?

208

(5)

PART 4 SERVICE-ORIENTED MANAGEMENT

11 The "big picture"

213

(15)

11.1 A cohesive approach

213

(1)

11.2 Service execution management

214

(4)

11.3 Service-level management

218

(2)

11.4 The role of ITIL

220

(3)

11.5 Bringing it all together

223

(3)

11.6 Where to next?

226

(2)

12 Service-level agreements

228

(17)

12.1 Managing expectations

228

(1)

12.2 Terminology

229

(3)

12.3 Structuring the SLA

232

(4)

12.4 A step-by-step guide

236

(7)

12.5 Where to next?

243

(2)

13 Cultural factors

245

(24)

13.1 Specification before process

245

(1)

13.2 The roles of service orientation

246

(2)

13.3 Catalog of roles

248

(5)

13.4 Ownership and finance

253

(7)

13.5 Market pragmatics

260

(6)

13.6 Where to next?

266

(3)

PART 5 CASE STUDIES

14 Queensland Transport: a case study in service orientation

269

(32)

14.1 Background

269

(5)

14.2 First steps

274

(4)

14.3 Service-oriented process redesign

278

(9)

14.4 Service-oriented architecture

287

(4)

14.5 Service-oriented management

291

(6)

14.6 Cultural factors

297

(2)

14.7 Where to next? A service-oriented future

299

(1)

14.8 Acknowledgments

299

(2)

15 Credit Suisse: a case study in service orientation

301

(25)

15.1 Introduction

301

(4)

15.2 First steps

305

(5)

15.3 Consolidation

310

(5)

15.4 Delivering business value

315

(3)

15.5 Service-oriented management

318

(1)

15.6 Improving the approach

319

(5)

15.7 Summary

324

(1)

15.8 Acknowledgments

325

(1)

References

326

(3)

Useful sources of information

329

(2)

Index

331

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Service Orientation: Winning Strategies and Best Practices

9780521843362

0521843367

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