Service Orientation: Winning Strategies and Best Practices

  • 6h 18m
  • Paul Allen
  • Cambridge University Press
  • 2006

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 guide to service orientation, showing how it works and highlighting the benefits it can deliver. The book provides an integrated approach: 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. IT facing business executives will also benefit from understanding how software services can enable their business strategies.

  • Provides clear guidance on the concepts without using over-technical jargon or unwieldly procedures
  • Uses practical guidance including two detailed real-world case studies
  • Takes a technology agnostic approach to best practices based upon clear specification of services

In this Book

  • Basics of Service Orientation
  • Execution Management
  • Business Process Management
  • Service-Oriented Process Redesign
  • Gleaning Business Value
  • Achieving Business Agility
  • Service-Oriented Architecture Themes
  • Service-Oriented Architecture Policy
  • Service Design
  • QoS Infrastructure Design
  • The “Big Picture”
  • Service-Level Agreements
  • Cultural Factors
  • Queensland Transport—A Case Study in Service Orientation
  • Credit Suisse—A Case Study in Service Orientation
  • References
  • Useful Sources of Information