service architectures...the service-oriented enterprise build- to-order plan-to-produce...
TRANSCRIPT
MBA 8125 IT Management
Service Architectures:Servitizing the organization
© Richard Welke 2002
Richard WelkeDirector, Center for Process Innovation
Professor and prior chairperson, CIS DepartmentJ. Mack Robinson College of Business
“think service, act process”
Agenda
Part I: Services and servitization The why and what of services
Competing on services
The service economy and service-oriented enterprises
Getting from process chaos to SOE – reference models
Competing on services
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 22
Competing on services
Part II: Technology-enabled services Enabling technology -- web services, SOA and ESB
Process/service connection
Competing with (web) services -- Mashups
Part III: Reflection The promise, the roadblocks, the Q&A
Importance of services
Agriculture: Value from harvesting natureAgriculture: Value from harvesting nature
Manufacturing: ValueManufacturing: Value
U.S. Service Sector Growth
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 33
Manufacturing: Valuefrom producing
products
Manufacturing: Valuefrom producing
products
Services: Value from enhancing thecapabilities of people and things
Services: Value from enhancing thecapabilities of people and things
What is a service?
Req
uest
Resp
on
se
The Basic (atomic) Service …
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 44R
espo
nse
The underlying set of actions taken
An encapsulated set of organized activities (the “process”) Encapsulation: opaque to the service user/clientInitiated by a client request for service (“the need”) andSatisfied by a service response (the “deliverable”)According to a contract or service-level agreement
Business view of a service
The triggeringevent or
document
Theorganizationalresponse to this
event
1. The Customer orClient for the service
2. “Serves” the problem-to-be-solved
3. Event thatinitiates theservice and the
A student whowants to registerfor a set of courses
Initiating event:View course choices
Example
Bu
sin
ess
Serv
ice
Valu
eStr
eam
let
Is this the “problem to be solved?”
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
document event
A short “XA short “X--toto--Y”Y”description thatdescription that
captures thecaptures thenature of thenature of the
service providedservice provided
service and thenormal orexpected result orresponse
4. Can be expressed asa “value streamlet”in the form of “X”event that clientinitiates results in“Y” response as theservice delivered
View course choices
Service response:Course registrationconfirmation
Value streamletexpression:“View-to-Confirm”
or maybe …“Select-to-Register”
Bu
sin
ess
Serv
ice
Bu
sin
ess
Pro
cessValu
eStr
eam
let
5
So, in theory, organizations have …A “menu” of services (service registry) How initiated Response/outcome provided Service level agreement (service performance metrics) Pre-conditions/post-conditions Cycle-time (average, variance, etc.) Reliability/security
Cost/resources
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
Cost/resources Availability
Rating (ala Amazon-style rating system) Some amount of visibility into degree of completion Responsible person (service owner)
My car dealership has this; so does my medicalproviderDo you have a service registry? For all services?
Most organizations don’t have one6
Composite services
Act-1 Dec-1
Act-n
Business Process
Act-3
Act-3
Business processConsuming services
Process, in turnbecomes a
composite service
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
Fn-1 Fn-2 Fn-n
ERP/CRM/SCM Applications
Wrap-1
Other Services
Wrap-2 DB-1
7
Composite services - example
Estimation service Software modification service
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 88
QA service
The service-oriented enterprise
Build-to-order
Plan-to-produce
Demand-to-fulfill
OrderOrder--toto--cashcash
(orchestration)(orchestration)ResponsiveResponsive
ServiceService
CashOrder
Service-delivery (orchestration)
External and internal activities are encapsulated as servicesExternal and internal activities are encapsulated as services
Creates a collection ofCreates a collection ofplugplug--andand--play servicesplay servicesthat can be rethat can be re--used toused tomeet new or changedmeet new or changed
internal/externalinternal/externalservice needsservice needs
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
Fn-1 Fn-2 Fn-n
ERP/CRM/SCM Applications
Act-1 Act-2 Act-3 Act-n
Order-to-verify process
Wrap-1
Existing Custom Applications
Wrap-2
Wrap-n
WS-1
New Service Development
WS-2 Ws-n
Verify-to-initiate
Order-to-verify
Complete-to-bill
Bill-to-cash
Act-1 Act-2 Act-3 Act-n
Bill-to-cash process
9
The problemMost organizations are an undocumented, highly-interdependentjumble of tasks and human/automated tasks & activities
Want to change something? Where do you start/end? Whatbreaks?
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 10
Plan-toorder
Build-toproduce
Demand-to-fulfill
Getting from activity chaos to SOEValue chains streams
Top-down,
Service-oriented
enterprisearchitecture
(SOE)
Verify-to-initiate
Order-to-verify
Complete-to-bill
Bill-to-cash
Order Cash
Order-to-cash
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 1111
Fn-1 Fn-2 Fn-n
ERP/CRM/SCM Applications
Service-based ApplicationPrc-1 Prc-2 Prc-3 Prc-n
Business Process
Wrap-1
Existing Custom Applications
Wrap-2
Wrap-n
WS-1
New Service Development
WS-2 Ws-n
Prc-1 Prc-2 Prc-3 Prc-nBottom-up,
Service-based
applicationdelivery(SOA)
Middle-out,
Businessprocess
servitization(BPMS)
Top-down approaches
Service discovery modeling approaches CBBD
EBA
RIVA
Reference model approaches
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
SCOR, DCOR, CCOR
VCOR
eTOM
ITIL
etc.
12
Reference model approach to SOEWhat are they? Model constructed from a predefined set of
alternative primitives (org-specific details addedlater)
Prescribed view of how the process should behave
What is their (real-world) value?
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
What is their (real-world) value? Modeling simplification (constrained choice vs.
green field)
Common vocabulary, enabling: Extrapolation to the broader value chain with minimal
knowledge of how partners actually operate Description of common problems and metrics Exchange of industry norms (benchmarking) and best
practices
13
DeliverDeliverMakeMakeSourceSource
PlanPlan
Supply chain reference model (SCOR)
P1: Plan Supply ChainP1: Plan Supply Chain
P2: Plan SourceP2: Plan Source P3: Plan MakeP3: Plan Make P4: Plan DeliverP4: Plan Deliver P5: Plan ReturnsP5: Plan Returns
SI: SourceSI: SourceStocked ProductsStocked Products
S2: SourceS2: Source
MI: MakeMI: Make--toto--StockStock
M2: MakeM2: Make--toto--
DI: DeliverDI: DeliverStocked ProductsStocked Products
D2: DeliverD2: Deliver
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
S2: SourceS2: SourceMTO ProductsMTO Products
S3: SourceS3: SourceETO ProductsETO Products
M2: MakeM2: Make--toto--OrderOrder
M3: EngineerM3: Engineer--toto--OrderOrder
D2: DeliverD2: DeliverMTO ProductsMTO Products
D3: DeliverD3: DeliverETO ProductsETO Products
Return SourceReturn Source
RSI: ReturnRSI: ReturnDefective ProductsDefective Products
RS2: ReturnRS2: ReturnMRO ProductMRO Product
RS3: ReturnRS3: ReturnExcess ProductExcess Product
Return DeliveryReturn Delivery
RDI: ReturnRDI: ReturnDefective ProductDefective Product
RD2: ReturnRD2: ReturnMRO ProductMRO Product
RD3: ReturnRD3: ReturnExcess ProductExcess Product
SCORSCOR(Supply Chain Operations(Supply Chain Operations
Reference model)Reference model)
EnableEnable
14
From choices, an SCM-specific 1st level
Simple thread diagramSimple thread diagram
Sourcesas make-
Deliversas make-
Makes-to-stock
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
Entire supply chain described/configured from basic building blocks
as make-to-order
as make-to-order
Buys-from-stock
15
From previous thread diagram you get
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
S1. Source Stocked ProductS1. Source Stocked Product
ScheduleScheduleProductProduct
DeliveriesDeliveries
S1.1
ReceiveReceiveProductProduct
S1.2
VerifyVerifyProductProduct
S1.3
TransferTransferProductProduct
S1.4AuthorizeAuthorizeSupplierSupplierPaymentPayment
S1.5
3. Prescribed level 2 processes3. Prescribed level 2 processes
1. Metrics1. Metrics2. Industry benchmarking2. Industry benchmarking
16
Many more reference models emerging
SCOR: product of Supply Chain Council (started withPMT consulting)
Used and co-developed by 200+ organizations With required use by the DoD for its primes
In addition to SCC’s SCOR, also versions for: DCOR (Development Chain)
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
DCOR (Development Chain)
CCOR (Customer Chain)
Other domain-specific reference models include: IT (ITIL)
Telecommunications (eTOM)
Intel (Value-chain Group) VCOR
17
Inter-organizational value chains (VCOR)
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
Based on value streamconcepts from
18
UpstreamUpstreamVendorVendor
“A”“A”
Competing on services IThe service-connected organization
Flexibly change
DownstreamDownstreamCustomerCustomer
“X”“X”
RegulatorsRegulators
Provide easily updatedProvide easily updatedservicesservices
Add new servicesAdd new servicesWithout impactingWithout impacting
customer interfacescustomer interfaces
Controlled visibilityControlled visibilityinto transactioninto transactionprogressprogress
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
UpstreamUpstreamVendorVendor
“B”“B”
ExternalServiceProvider
“AA”
ExternalServiceProvider
“BB”
ExternalServiceProvider
“CC”
Flexibly changeunderlying process &
delivery withoutaffecting service
interfaces
“X”“X”
DownstreamDownstreamDistributorDistributor
“Y”“Y”
Readily add vendorsReadily add vendorsFlexiblyFlexibly
accommodateaccommodateinterfaceinterfacerequirementsrequirements
Select services forSelect services foroutsourcing basedoutsourcing basedon “core/context”on “core/context”decisionsdecisions
19
Competing on services II
Shift of companies from “Pure” product company Product company with ancillary services
Services company with product as platform “Pure” services company
Examples abound in every sector
Servitisation
Servitisation
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
Examples abound in every sector Transport
Automotive Air travel Shipping and logistics
Entertainment Communications White-goods Business process outsourcing (=Business service insourcing)
Build “intelligence” into theproduct as (commodity)platform
Sell them the on-goingdifferentiating services forthis intelligence
Razor-blade analogy
20
Competing on services III
CompositeCompositeresultresult
BusinessBusiness UnitUnitAA provided serviceprovided service
ActivityActivity11 ActivityActivity22 ActivityActivity33 ActivityActivitynn
BusinessBusiness UnitUnitAA provided serviceprovided service
ActivityActivity11 ActivityActivity22 ActivityActivity33 ActivityActivitynn
Build,Build,acquire,acquire,
ServiceA
3rd party provided service (BPO)
Compose client-desired services frominternally or externally available“service parts” (other services)
ServiceServiceprovidedprovided
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
1 2 3 n1 2 3 n
BusinessBusiness UnitUnitBB provided serviceprovided service
ActivityActivity11 ActivityActivity22 ActivityActivity33 ActivityActivitynn
BusinessBusiness UnitUnitBB provided serviceprovided service
ActivityActivity11 ActivityActivity22 ActivityActivity33 ActivityActivitynn
BusinessBusiness UnitUnitNN provided serviceprovided service
ActivityActivity11 ActivityActivity22 ActivityActivity33 ActivityActivitynn
BusinessBusiness UnitUnitNN provided serviceprovided service
ActivityActivity11 ActivityActivity22 ActivityActivity33 ActivityActivitynn
acquire,acquire,rentrent
servicesservicesServiceB
ServiceN
21
Break
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
Part II
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 23
The new service technology
??Human Automated
Activity 4
ServiceRequest
ServiceResponse
“Web Service”
Only thing that needs to be digital
A set of open standardsthat define:
• Interface and messages• Where processed• Security• Reliability
Can be made availableanywhere an internetconnection exists
Interface can be web-browser, e-mail, softwareservice call, etc.
Business
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
Activity 2
??Human
Activity 1AutomatedActivity 3
?? Activity 5
Activity 4
Activity 6
CreditReport
CRMSystem
ERPSystem
DBSystem
InventoryCheck
CustomerUpdate
BusinessProcess
Orchestration
Registry ofServices
24
Basic concept of a (software) serviceService A (software) component Distinct functional meaning and value for its consumer/client Encapsulated and exposed through an interface, and Specified by a contract that defines its purpose, functionality,
constraints and usage
Service-oriented architectureA framework supporting the discovery, message exchange and
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 2525
A framework supporting the discovery, message exchange andintegration of loosely-coupled services, using industry standards
Service-based application deliveryOrchestrationApplication with
embeddedsequencing, rules,meta-data, events
ServiceService ServiceService ServiceService ServiceService
Servitizing theServitizing theapplicationapplication
wh
ichservices?
2525
The emerging architectural stack
Process/serviceProcess/serviceorchestration &orchestration &choreographychoreography
Events & CEPEvents & CEP
BAM & RealBAM & Real--timetimeBIBI
BP
M
Meta
Data
Meta
Data
Bu
siness
Ru
lesB
usin
essR
ules
EDA
Portals &Portals &MashupsMashups
Event
Event
Ru
lesR
ules
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 2626
Services (SOAP,Services (SOAP,WSDL, UDDI)WSDL, UDDI)
Components &Objects
Applicationsoftware
ERP SCMCRM Custom
Data layer DB DWHDWHDB DM
MessageMessage--orientedorientedXact MiddlewareXact Middleware(MOM)(MOM)
Email messages (SMTP)Email messages (SMTP)
Hypertext messages (HTTP)Hypertext messages (HTTP)
Service messages (SOAP, etc.)Service messages (SOAP, etc.)
USR
SOA
BP
M
Meta
Data
Meta
Data
Bu
siness
Ru
lesB
usin
essR
ules
The basics of SOA operation (1)
(Web) Services Registry(Web) Services Registry
Service (method) name
Service contract (WSDL)
ID (e.g. URL) of SOAP node implementing
Service set (methodset) name
UDDIrequest<XML>
UDDIrequest<XML>
UDDIresponse<XML>
UDDIresponse<XML>
WSD
L
(WADL)
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 2727
SOAPSOAP(REST)(REST)NodeNode
Client
BackendProcessing
SOAP(REST)
Request<XML>
SOAP(REST)
Request<XML>
SOAP(REST)
Response<XML>
SOAP(REST)
Response<XML>
GetMethod<MethodNamexmlns: “…”> Note: This is one scenario;
different ESB’s take differentapproaches (or short-cuts)
If transport isHTML, then a“Web” service
SOAP NodeSOAP Node
The basics of SOA operation (2)
ConnectionPoint (CP)
Client
Logical entityreceiving theSOAP messages
ApplicationConnector
SOAPProcessor
Parse incoming, sends/receives request,returns SOAP results
Invoke back-end processing (API, RPC, …)Examples are OLEDB, JDBC, COM, UDDI
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 2828
Middleware addressSupports varioustransport mechanisms(TCP/IP, JMS, MQS,etc.)
Maintains ID info suchas URI, socket
A processor (e.g. JVM) thatloads the CP’s & AC’s
Sends, receives and performsany needed processing (e.g.translations) on the inbound& outbound SOAP messages
BackendProcessing
Service standards & inter-operability
`
ServiceServiceRequestorRequestor
Web serviceWeb serviceInterfaceInterface
Web serviceWeb serviceInterfaceInterface
Po
rtalB
usin
essP
rocess
Man
agemen
tCompoundCompoundServiceService
Service Content & Portals (WSRP)
Business Processes Modeling (BPMN)
Business Processes & Rules (BPEL)
But also XPDL, UML 2.0
But also BPML, XPDL+
QoS (WS-security, WS-ReliableMessaging)
Service Transactions (WS-Transaction,
- Services Stack & Standards -
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 2929
•• Management/monitoringManagement/monitoring
•• TransactionTransaction
•• ChoreographyChoreography
•• Service registrationService registration
•• Protocol translationProtocol translation
•• Message/data translationMessage/data translation
•• SecuritySecurity
•• ReliabilityReliability
ServiceServiceRequestorRequestor
ServiceServiceRequestorRequestor
ServiceServiceRequestorRequestor
ServiceServiceProviderProvider
ServiceServiceProviderProvider
ServiceServiceProviderProvider
•• Management/monitoringManagement/monitoring
•• TransactionTransaction
•• ChoreographyChoreography
•• Service registrationService registration
•• Protocol translationProtocol translation
•• Message/data translationMessage/data translation
•• SecuritySecurity
•• ReliabilityReliability
ServiceServiceRequestorRequestor
ServiceServiceRequestorRequestor
ServiceServiceRequestorRequestor
ServiceServiceProviderProvider
ServiceServiceProviderProvider
ServiceServiceProviderProvider
ServiceO
rchestration
Service Transactions (WS-Transaction,WS-Coordination)
Service Registration (UDDI v2)But also Web Search & Proprietary ESB products
Service Description (WSDL 1.2)But also NSDL, SSDL, WRDL, WADL
Service Request/Response (SOAP 1.1)But also JMS, REST
Service Transport (HTTP)But also JMS, SMTP, FTP, MQSeries, etc.
ESBR
epo
s-ito
ry
2929
WS-I
The “Enterprise Service Bus” (ESB)
••Management/monitoringManagement/monitoring
••TransactionTransaction
••ChoreographyChoreography
••Service registrationService registration
••Protocol translationProtocol translation
••Message/data translationMessage/data translation
••SecuritySecurity
••ReliabilityReliability
ServiceServiceRequestorRequestor
ServiceServiceRequestorRequestor
ServiceServiceRequestorRequestor
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 3030
•• Management/monitoringManagement/monitoring
•• TransactionTransaction
•• ChoreographyChoreography
•• Service registrationService registration
•• Protocol translationProtocol translation
•• Message/data translationMessage/data translation
•• SecuritySecurity
•• ReliabilityReliability
ServiceServiceRequestorRequestor
ServiceServiceRequestorRequestor
ServiceServiceRequestorRequestor
ServiceServiceProviderProvider
ServiceServiceProviderProvider
ServiceServiceProviderProvider
•• Management/monitoringManagement/monitoring
•• TransactionTransaction
•• ChoreographyChoreography
•• Service registrationService registration
•• Protocol translationProtocol translation
•• Message/data translationMessage/data translation
•• SecuritySecurity
•• ReliabilityReliability
ServiceServiceRequestorRequestor
ServiceServiceRequestorRequestor
ServiceServiceRequestorRequestor
ServiceServiceProviderProvider
ServiceServiceProviderProvider
ServiceServiceProviderProvider
ServiceServiceProviderProvider
ServiceServiceProviderProvider
ServiceServiceProviderProvider
Fed
era
ted
ESB •• Management/monitoringManagement/monitoring
•• TransactionTransaction
•• ChoreographyChoreography
•• Service registrationService registration
•• Protocol translationProtocol translation
•• Message/data translationMessage/data translation
•• SecuritySecurity
•• ReliabilityReliability
ServiceServiceRequestorRequestor
ServiceServiceRequestorRequestor
ServiceServiceRequestorRequestor
ServiceServiceProviderProvider
ServiceServiceProviderProvider
ServiceServiceProviderProvider
•• Management/monitoringManagement/monitoring
•• TransactionTransaction
•• ChoreographyChoreography
•• Service registrationService registration
•• Protocol translationProtocol translation
•• Message/data translationMessage/data translation
•• SecuritySecurity
•• ReliabilityReliability
ServiceServiceRequestorRequestor
ServiceServiceRequestorRequestor
ServiceServiceRequestorRequestor
ServiceServiceProviderProvider
ServiceServiceProviderProvider
ServiceServiceProviderProvider
3030
Where do WS’s come from?
SAP
Widgets & tools to wrap existing data sources andapplicationsScreen scrapersWrapping business processesServitization of ERP/CRM/SCM enterprise applications
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
Order-to-Cash
Order-to-Cash
Packaged Application
SAP
SAP’s ESASAP’s ESAinitiativeinitiative
31
What does this accomplish?Loose coupling Changes to how processing is done independent of use Can change where processing is doneInter-operability Cross-platform interactions Without concern for underlying technologies (ESB, .net, etc.)
Open, XML-based standard protocols for …discovery, messaging and invocation
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 3232
discovery, messaging and invocation Independent of underlying operational platformDynamic load balancing (on “cheap” servers) Granularity of processing at the web service level Dynamically monitor and re-assign processing loadsRe-usable functional (business?) components IT-utility (integration, development, testing, change) Business-value? (coming up in next sections)
SOA and business processes
The model now becomes the“controller” of the on-going
operational process
Process/serviceProcess/serviceorchestrationorchestration(BPEL, xPDL)(BPEL, xPDL)
EventsEvents
BAM (BusinessBAM (BusinessActivity Monitor)Activity Monitor)
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
ServicesServices(WSDL, UDDI)(WSDL, UDDI)
Components &Objects
Applicationsoftware
ERP SCMCRM Custom
Data layer DB DWHDWHDB DM
MessageMessage--orientedorientedMiddlewareMiddleware(MOM)(MOM) ESBESB
Email messages (SMTP)Email messages (SMTP)
Hypertext messages (HTTP)Hypertext messages (HTTP)
Service messages (SOAP, etc.)Service messages (SOAP, etc.)
USR
The model is the “program”
33
Business process SOA tie-in
11I 0 22I 0 33I 0 44I 0
55I 0 66I 0 77I 0 88I 0
Bu
siness
Pro
cessO
rchestratio
n
Human-actionsw/man-machine
interfaceThe process
diagram
Gen
era
tes
SOA (Web or XForm) services
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
ERPApplication
ExternalSoftwareService
55I 0
In-houseComputer
Application
66I 0
A service-encapsulated process
77I 0
Selected
88I 0
parts
OrchestrationOrchestrationEngineEngine
1. Initiate A-1; move0-1 to I-3 & I-5
2. Initiate A-3 & A-5 inparallel; when bothdone move 0-3 toI-6 & 0-5 to I-8
3. Initiate A-8; move0-8 to “Output”
4. Initiate A-6; move0-6 to “Output”
Execution LanguageExecution Language
Bu
siness
Pro
cessO
rchestratio
n
executed
“Wrapper”
Gen
era
tes
SOA (Web) services
34
Functionality offered by a “BPMS”
Portal
Appian
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
Rules
35
Competing with services
WebWeb--
Mash-ups
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
Available internal web servicesExternal web services
WebWeb--servicesservices
‘mash‘mash--up’up’
36
Your mashup with Google “My Maps”1. Go to Google Maps; Click on “My Maps” tab (need a gmail account – free)
2. Create a new map and give it a title
3. Find locations on map and place markers
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 3737
Enterprise mash-ups
WS-Services‘mash-up’ in
Mash-up
User needs
The new EUD …
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 3838
Pool of available internal servicesPool of available external services
WS-Services‘mash-up’ in
XML
Mash-uptool
Salesforce.com will allow users to custom-build the analytical dashboard that givesthem an insight into sales performanceand other benchmarks, drawn from datastored in their Salesforce.com application
3838
Mashup: Sales leads example
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 3939
Denodo example: Leads automation
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 4040
Denodo example: Competitive intell
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 4141
Part III
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
A business value “roadmap”
Mark
ets
&M
ark
ets
&P
art
ners
Part
ners
Agilit
yA
gilit
y(s
ense
(sense
--resp
ond)
resp
ond)
Tailored innovative offerings
R/T-Business intelligence (sense)
M&A operations consolidation
Adaptive processes (respond)
Multi-channel self-service
Value-chain integration
R
even
ue/S
hare
InformationInformationSystems,Systems,
??
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 4343
Adaptive policies (rules)
Operational visibility
(sense
(sense
Workplace ubiquity
Quality (Six Sigma, Lean)
Regu
lato
ryR
egu
lato
ryC
om
plian
ce
Co
mp
lian
ce
Op
era
tio
nal
Op
era
tio
nal
Excellen
ce
Excellen
ce
Outsourcing/offshoring
M&A operations consolidation
“Do more with less”
Compliance (Sox, HIPPA, …)
C
ost
sC
on
stra
ints
Systems,Systems,Services,Services,ProcessesProcesses
andandTechnologyTechnology
??
EVA, ROI ..?
The prospective business value map
E = EnablesE = EnablesC = ContributesC = Contributes
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07 4444
SOA & ESBSOA & ESB
BPA & BPMSBPA & BPMS
Events &Events &BAMBAM
ServitizationServitization
C
C
E
E
C
C
E
E
E
C
E
C
E
C
E
E
E
C
C
C
E
E
E
E
C
E
C
C
E
C
E
E
E
C
E
C
E
C
C
E
C
E
E
C
C
E
C = ContributesC = Contributes
SO
Ato
SO
E
11
44
33
22
The problemA deepening chasm in communicationbetween senior IT and business management Recent study found that none of the CIO’s
surveyed had established a business dialog withtheir non-IT counterparts regarding services
A multiplicity of process-orientations (“we’re aprocess-oriented organization already”)
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
process-oriented organization already”) Process compliance for SarbOx
Six-sigma/Lean process improvement scoping andinitiatives
Bottom-up IT service initiatives to bridge gapsbetween diverse applications, ERPs and databases
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Who’s doing it right?Significant uptake of “business as service”thinking and development in: Europe
Australia
India
What are they doing?
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07
What are they doing? Corporate business service competency center Business service architects I/T architects Business process improvement/innovation Service governance
Funding as a corporate investment (not a project-by-project overhead item)
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Wrapping up
© R.J. Welke (2007) MBA 8125: Service Architectures Nov-07