bt (global services)

BT (Global Services)Transforming to SOA

Agenda

• Introducing BT Global Services

• Context & Business Challenges

• Integration Strategy

• SOA Design Evolution

• Evolving SOA Delivery

• Accomplishments

• Exploiting SOA

• The Next Level

• Conclusion

BT’s Connected World & Global Services

• BT is one of the world’s leading providers of communications solutions serving customers in Europe, the Americas and Asia Pacific

• Principal activities : IT & networking services, local, national & international telecommunications services, & higher-value broadband and internet products and services

• BT Global Services:

– operates in more than 130 countries

– It provides networked IT services to meet the needs of multi-site organisations globally.

– It serves 80% of FTSE 100, and 19 of top 20 UK headquartered financial institutions

– BT Global Services revenue is growing at 8-10% per annum

Agenda






• Accomplishments

• Exploiting SOA

• The Next Level

• Conclusion

Business Change Drivers - Agility

• Integrate US and EU subsidiaries & acquisitions : urgent need to rationalise operations & systems

• Handle increasingly complex consumer / supplier / partner relationships

• Address multiple product lines, business processes, customer channels

• Reduce manual intervention leading to data integrity issues

• Retain customer loyalty by making customer experience simple and complete

The Standard Operating Environment (SOE) Proposition

• For BT Global Services to Create Cost Competitive Advantage with Consistency and Satisfy Customers requires:

– A Common Product Portfolio

– Supported by Common Business Processes

– Supported by a standard set of Systems/Tools

“SOE is the largest transformation project in our industry”

Andy Green, CEO BTGS

Agenda






• Accomplishments

• Exploiting SOA

• The Next Level

• Conclusion

The SOE Terrain

• Tight budgetary constraints

• Legacy of EAI false starts :– Confidence issues :too complicated, too expensive, why EAI?

– Delivery crisis : needed to catch up fast with the rest of the programme

• Severe skills shortage - Integration / J2EE skills

• No integration architecture : Thin lines between boxes

• Integration Legacy - developers invented their own protocols and did p2p using hub and spoke : “worst of both worlds”

Action Plan

• Recruit the right type of people (technical enthusiasts) rather than skills match (minimum = some Java background)

• Generous training budget (to incentivise)

• Early uplift to BEA WLI 8.1 - more suited to rapid delivery

• Strong partnership with BEA to– produce an architectural blueprint fit for SOE (BIA)

– run a de-risking programme to identify issues early

• Instilled a ruthless delivery ethos

BEA WLI 8.1 Drivers

• Enabled BT to fast track SOA - Planned for 18 months hence

• Easier connectivity to EIS’s - Decreased dependence on COTS vendors for expensive adapters + reduced SI costs

• Portal, Web Services and EAI under one umbrella: common skills re-using common components in a single IDE

• Skill efficiencies: Able to combine 3 roles (transformation (XSLT) specialist, J2EE developer, process designer) into one

• Flexibility of the toolkit enabled rapid delivery

Agenda






• Accomplishments

• Exploiting SOA

• The Next Level

• Conclusion

Business Integration Assessment (BIA)

A partnership between BT and BEA PS to deliver:

• A SOE Hub architecture blueprint

• A framework for designers to achieve– Reuse

– Productivity

– Reduction of support and maintenance costs

• A recommended delivery strategy (“steel threads”)

… Incorporating BEA WLI 8.1 best practises

… Incorporating learning from other BT Hubs

BTGS Integration Evolution

Pre Integration

Stand-alone systems with few

interfaces

“Stovepipe” processes with little

organisational reuse

Manual re-entry & synchronisation of

data between applications

Stage 1

Point to Point Integration

Point to point custom interfaces using API’s or data

synchronisation tools

Message oriented middleware creates

loosely coupled systems

But, custom code leads to tightly

coupled systems

Stage 2

Structural Integration

Interface architecture deployed as hub and star or message bus

Middleware includes message brokers or application servers

Middleware features:data transformation

rules processing transaction integrity

Enterprise Application Interface Model exists

Stage 4

Service OrientedArchitectures

Leverages EAI enabled applications

from first stages across the

organisation

Leverages these applications outside

the organisation

Common network infrastructure such as

internet

Common standards such as XML and SOAP aid reuse

Flexibility to orchestrate composite

applications across the enterprise

Central BEA Integration Platform (Hub)

Stage 3

Process Integration

Leverages Level 2 interface architecture

as commodity

Information between systems is not just

shared – it is managed

Middleware includes process automation

modelling tools

Middleware features:workflow modellingautomated routing

automated decisions

Enterprise Business Model exists

BT Global ServicesSOA Journey

Typical CTMS/ORION to Classic message flow:EIS topic bridge to queue BPM template topic bridge to topic bridge to queue BPM template topic EIS

JMS Bridges JMS Bridges.eventtopic

.domain.eventtopic

.service topic

WLI NA WLI EU

CTMS

ORIONJMS

MESSAGES

JMSMESSAGES

.eventtopic

.service topic

CLASSIC

Phase 1 : Structural Integration

• Developer led approach to using an integration platform - just make it work

• Using inappropriate legacy integration patterns

• Takes no heed of EAI, SOA or BEA best practice

Typical Classic to Geneva (fire and forget):Clarify workflow Tuxedo WLS EJB interface layer queue BPM template RDBMS JCA Adapter Custom XML base PL/SQL interface

Geneva PL/SQL Geneva RDBMSErrors:

Error returned from Custom or Geneva PL/SQL layers BPM template queue WLS MDB WLS EJB interface layer Clarify RDBMS

WLS

WLICLASSICORDER MGMT

ERRORJMS

MESSAGES

EJB

MDB

JMSMESSAGES

EJB/java

Tuxedo

RDBMS

RDBMSJCA

Adapter

GENEVABILLING

RDBMS

GENEVA LOWLEVEL PL/SQL

CUSTOM XMLPL/SQL APIPROCESS

SOE Hub

Phase 2 : Process Integration

• First serious attempt using BPM on WLI 8.1 - but...

• Design did not decouple EIS’s : Billing design involved excessive custom development

• Still message rather than service based

• High costs showing up in the EIS domains

Phase 3 : SOA

• Loosely coupled EIS’s; canonical data format;

• process orchestration; invokable re-usable services; consumer-provider paradigm

Objectel

Netcool

Clarify

KeyMapper

Inbound ProcessDefinition

Hub ServiceProcess Definition

Outbound ProcessDefinition

Service Config

Transformation/Key Mapper

Objectel

Clarify

Netcool Netcool

EDM

EDM

EDM

EDM

Netcool Req.Document

Objectel Req.

Document

Clarify Req.

Document

Objectel ReplyDocument

Clarify ReplyDocument

Netcool Reply

Document

Messa

ge

Bro

ker

Messa

ge

Bro

ker

Messa

ge

Bro

ker

ServiceConfig

Service Config


Service Config


Service Config


Service Config


Service Config


1

2

3

4

5

6

7

8

4a

5a

6a 7a

8a

9

9a

10

11

12

This scenario represents the alarm enrichment request from Netcool

Hub Architecture Blueprint

Hub Components Hub Services

Agenda






• Accomplishments

• Exploiting SOA

• The Next Level

• Conclusion

Evolving Delivery : Challenge

• A great architecture, but how to deliver it?

• Delivery mismatch : SOE followed traditional waterfall model

• Integration always last item on the agenda

• Issues with quality of release solution designs - boxes & lines

• Component teams tried to do P2P in secret to meet the schedule : “malicious compliance”

Delivery Phase 1

• Drafted Greenfield delivery plan

• Aligned developers with the architecture

• Always delivered on time on / under budget

• Comms plan to drive buy-in across SOE

• Implemented SOA nomenclature - services, consumers, providers. Squashed talk of ‘interfaces’

But

• Development squeeze, last to do LLD, first into test

• Data mapping crunch

• Expensive handshake between design / dev / test

Delivery Phase 2

• Re-aligned roles to support ‘multi-threading’ : one person per service responsible for design, development, test, documentation

• Planted designers into Solution Design area to drive requirements capture and work package shaping

• De-coupled data mapping to enable parallel threads

But

• Dependencies on EIS providers meant delays

• Challenges queuing up behind waterfall quality gates

• Lengthy test cycles

Delivery Phase 3

• Re-shaped requirements to fit ‘services’ model

• De-coupled SOA from EIS deliveries - side by side approach

• Implemented Agile Development model – ‘SWAT Teams’ tackle integration hotspots

– Involved the customer directly in small multi disciplinary team

• Combined bottom up with top down approach to service definition (Matrix architecture)

• Aligned all SOA deliverables to business benefit & always identify a GUI to demonstrate

Agenda






• Accomplishments

• Exploiting SOA

• The Next Level

• Conclusion

Results

• Moved from structural to 100% service based integration in 6 months

• Multiple re-usable services stored in service and infrastructure component libraries

• Significant early reductions in cost of integration already apparent within phase 1 (break even stage)

• Significant increase in delivery velocity

• BT using GS experience as part of full-scale roll out of SOA

Agenda






• Accomplishments

• Exploiting SOA

• Conclusion

Shared Application Services

Messaging & Brokering Services

Enterprise Infrastructure Services

Portal Services

Shared Business Services

Geneva (Billing) ...

Clarify (CRM)

Siebel (SFA) CustomersProducts

Employees

Partners

Enterprise DataEnterprise Applications

Directory Services

Livelink (Content Mgt.)

Enterprise Services

VBCApp 2

Custom Portal Applications

VBCApp 1

VBCApp 3

VBCApp 4

SOA Layered Architecture

• Challenge:

• Portal-agnostic, standards-based, e-bonding solution to empower north-, south-, east- and west-bound IT Service Management across a multi-vendor, multi-asset, global environment

B2B Prototype Example

Build a prototype that demonstrates ability to deliver telecom services in Third Generation Outsourcing Model

Build a prototype that demonstrates ability to deliver telecom services in Third Generation Outsourcing Model

Delivered in 4 weeks by re-using existing services and deploying via web services gateway

Delivered in 4 weeks by re-using existing services and deploying via web services gateway

SecureInterconnect

SecureInterconnect

BT PortalBT Portal

EAI PlatformEAI Platform

Order MngntOrder Mngnt

Settlements & Billing Mngnt

Settlements & Billing Mngnt

Service Problem Mngnt

Service Problem Mngnt

Performance

Mngnt

Performance

Mngnt

Product Catalogu

e & Pricing

Product Catalogu

e & Pricing

Customer

Report

Customer

ReportOrderOrder Invoic

eInvoic

e TicketTicketQuote Manag

er

Quote Manag

erAlarmAlarm

Data Warehous

e

Data Warehous

e

Portlet(WSRP)Portlet(WSRP)

B2B Gatew

ay

B2B Gatew

ay

Performance

Report

Performance

Report

Portlet(WSRP)Portlet(WSRP)Partner Portal Partner Portal

OSSB2B

GatewayB2B

Gateway

Customer Operations Portal/sCustomer Operations Portal/s

ConsumerPortlet/s(WSRP)




B2B Gatewa

y

B2B Gatewa

y

OSSOSS



Enterprise Applications

Service Management Prototype : Architecture

Agenda






• Accomplishments

• Exploiting SOA

• The Next Level

• Conclusion

Partners& OLOs

Collaborative Space

Customersand users

BT People

Integration framework

EnterpriseManagement

Service Execution Service Management

Webservices

Management

PortalFunctions

TradingGateways

Customer & Channel Management

Billing & Payments

Proposition Creation & Handling

SupplierManagement

BusinessIntelligence

KnowledgeManagement

&Collaboration

Finance

BusinessSupport

Service Fulfillment

Event Management Connectivity

resources

Network location

Au

then

tica

tio

n &

Au

tho

risa

tio

n

Session control

MediaResources

Presence

Messaging

ICT Infrastructure Management

ICT Contract Handling

Customer & Commercial Management

Professional Services

3rd party apps

Service Execution & Management

Service Support

SLA Management

Availability Management

Resource Planning

Resource fulfilment

Resource Assurance

WorkforceManagement

Selling

21c network Capabilities Utility Computing Capabilities Applications & Content

Profiles

Out

sour

cing

Man

agem

ent

Business-level Assurance

BT’s Matrix Architecture

BT PORTAL or GATEWAY

CROSS DOMAIN PLATFORM NEWORK ENGINEERING

CRM PLATFORM INFRASTRUCTURE

SERVICE MANAGEMENT PLATFORM BILL PLATFORM

SDH PDH ATM MPLS WM B2B NAD ???

Manage CustomerContact

Manage Customer

Manage Billing

Account

Manage CustomerLocation

Manage Customer

Order

ManageProductInstance

Manage User

Manage

UserServiceProfile

Manage Fulfilment

Order

Manage Service

Fault

Manage ServiceInstance

Manage ManualFallout

Manage Order

Placement

ManageBilling

Transactn

Manage Invoice

Manage ProductInstance

ManagePDH

Resource

ManageATM

Resource

ManageSDH

Resource

ManageJob

ManageSupplier

Order

ManageMPLS

Resource

ManageAppt.

ManagePlace

ManageNetwork

Plan

ManagePhysicalInventory

ManageTraffic

Forecasts.

ManageAlarm

Correlation

ManageNetworkPlanning

ManageNetworkService

Implemtn.

ManageNetworkStructure

Plan

Manage Supplier Order - Operations

• This operation updates a Supplier Order.updateSupplierOrder

• Suspends the specified incomplete Supplier Order by changing Order State to Suspended.

suspendSupplierOrder

• Searches Supplier Orders, which either have or haven’t been fully provisioned.searchSupplierOrder

• Resumes the specified suspended Supplier Order by changing Order State from Suspended to Running.

resumeSupplierOrder

• This operation receives Infrastructure Events for the specified Supplier Order or all Supplier Orders.

receiveEventsForSupplierOrder

• Returns the details of a specified Supplier Order.querySupplierOrder

• This operation publishes Supplier Order related Infrastructure Events.publishEventsForSupplierOrder

• Accepts and validates the Supplier Order information and sends Supplier Order to the Supplier responsible for the delivery of the components and manages the provision of deliverables.

createSupplierOrder

• Cancels (Aborts) the specified incomplete Supplier Order.cancelSupplierOrder

• Amend will be used to modify Supplier Order, which hasn’t been passed the PoNR (Point of No Return).

amendSupplierOrder

List of Operations Offered

Agenda






• Accomplishments

• Exploiting SOA

• The Next Level

• Conclusion

Learning Points

• Have a strategy that fits your business context

• Progressive rollout works effectively in large organisations - SOA is a pebble in the pond

• Invest in getting the architecture right, then figure out how to deliver it

• Delivery & execution are hard : prepare for war

• Have a good comms plan

• Don’t let architects champion integration - align to hard ROI

• The benefits of SOA are significant!!

Q&Awww.bt.com

Additional Slides

Our SOA Definition

• Service-Oriented Architecture (SOA) is an architectural paradigm in which loosely coupled, course grained application components are distributed, combined and consumed over a network as needed.

• The foundation of a SOA is a service layer that can be invoked by applications, minimising the artificial dependencies within systems of interacting software agents

• Key to SOA is the concept of a service, which is defined by W3C as a unit of work completed by a service provider to produce desired end results for a service consumer. The end results are usually the change of state for the consumer but can also be the change of state for the provider, or for both.

SOA Benefits

• Reduces systems/IT total cost of ownership by up to one-third

• Maximises investments in existing systems by integrating new applications and business processes

• Provides global enterprise visibility of information and business processes

• Reduces the total cost of building, maintaining and supporting application interfaces

SOA Layers

InboundProcess

TransformationControl

BrokeringMechanism

RequestService Config

Service ConfigControl

KeyMapper

Translate to EDM and insert into hub common format

Receive EIS document,

acquire service

config and transform to

EDM. Post to Broker

(Message or Process

Control).

Request relevant EDM Keys from Key Mapper (dynamic)

Receive EDM Keys from Key Mapper

Post completed EDM document to Brokering mechanism (dynamic for synchronous calls)

Connectivity

ReceiveEIS SpecificDocument

Hub ServiceProcess

ReceiveService Config

Invoke relevant XQuery (dynamic)

Receive hub common format

document

Invoke Hub Service Process

BIA Hub architecture

• A logical split within the hub– Hub Services implement the functional integration requirements of the BT GS business

domains

– Hub Infrastructure (Components) implement the reusable foundations for the hub

• Design Guidelines in four areas– Process (including asynchronous and synchronous brokering)

– Data (Key mapper and data transformation)

– Connectivity (J2EE CA adapters, WLI controls, JMS or Web Services)

– Non Functionals (performance, resilience, security, etc.)

• Based on WebLogic Platform 8.1– Capitalising on increased reusability and productivity features

EXPOSURE LAYER

INTEGRATION LAYER

COTS / APPLICATION LAYER

CAPABILITYOPERATION

CAPABILITY OPERATION

CAPABILITY OPERATION

API API API API API API API API API

API API API

Capability Detail

LOB Infrastructure

LOBIntegration

MatrixCapabilities

A Matrix Capability Deployed

BTSuppliers

OSS

SOEClassic

D-TAG

NeufTelecom

BBNed

Belgacom

Unisys

SFJ

A ServiceDelivery

Application

ManageSupplier

Order

SOE EAIHub

BTW B2BGateway

etc

Increasing Technical Abstraction

SOE Integration

Release 3.0

• Total EAI Services 18

• Re-used EAI Services 0

• New EAI Interfaces 3 (Netcool; Expedio; Objectel)

• Re-used EAI Interfaces 4 (Classic; Geneva; CTMS; Orion)

Release 4.0

• Total EAI Services 20+

• Re-used EAI Services 10+

• New EAI System Interfaces 8+

• Re-used EAI System Interfaces 6+ ( “ )

bt (global services)

Documents

world global services

servicesbt global services

bt global servicestransforming

networking services

web services

driversenabled bt

common business processes

fast track soa