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SIM Academic Workshop 2006 Slide 1 ICIS 2006 Conference – SIM Academic Workshop Leveraging Systems Development and Service Management thru use of Service.

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Presentation on theme: "SIM Academic Workshop 2006 Slide 1 ICIS 2006 Conference – SIM Academic Workshop Leveraging Systems Development and Service Management thru use of Service."— Presentation transcript:

1 SIM Academic Workshop 2006 Slide 1 ICIS 2006 Conference – SIM Academic Workshop Leveraging Systems Development and Service Management thru use of Service Oriented Architecture (SOA) and Information Technology Service Management (ITSM) Marc N. Haines, Ph.D. Assistant Professor Sheldon B. Lubar School of Business University of Wisconsin-Milwaukee P.O. Box 742 Milwaukee WI phone: (414) Website: Panel Discussion Ray Hoving Principal Consultant Ray Hoving Associates LLC 7094 Lentz Rd New Tripoli PA phone: (610) Website:

2 SIM Academic Workshop 2006 Slide 2 Systems DevelopmentService Management  Deliver one-time projects  Deliver day-to-day services  Make specific applications work  Make generic platforms work  Emphasize functionality  Emphasize operability  Minimize development costs  Minimize operating costs  Introduce change  Manage stability  Moves on after application is built  Lives with application until it dies © Ray Hoving Associates LLC Conflicting Roles

3 SIM Academic Workshop 2006 Slide 3 Systems Development Service Management © Ray Hoving Associates LLC Typical way to bring a system on-line

4 SIM Academic Workshop 2006 Slide 4 Systems Solutions Services  Purchased or custom-developed software application  Maintained application operating on infrastructure platforms  Functional utility, as seen by the customer, resulting from multiple applications and platforms Analogy:  A car  Car on the road with warranty, maintenance plan, insurance, etc.  Transportation service that gets you where you want to go per defined service levels © Ray Hoving Associates LLC Transforming Systems to Services

5 SIM Academic Workshop 2006 Slide 5 Systems Development Service Management Process Bridge © Ray Hoving Associates LLC A better way? SOA ITSM

6 SIM Academic Workshop 2006 Slide 6 SOA  SOA Defined  Service Oriented Architecture (SOA) is a paradigm [Based on the OASIS Reference Model For Service Oriented Architecture 1.0] Service Interaction Service Description Visibility Execution Context Real World Effect Contract & Policy - for organizing and utilizing distributed capabilities - that may be under the control of different ownership domains. - provides a powerful framework for matching needs and capabilities and - for combining capabilities to address those needs. -Services are the mechanism by which needs and capabilities are brought together. - interface, description - may be used beyond scope originally conceived

7 SIM Academic Workshop 2006 Slide 7 SOA  SOA Today  Organizations are moving to SOA Moving from client/server, n-tier, component-based to SOA Moving from "proprietary SOA" to standards-based SOA Most recent versions of major application packages are SOA- enabled  … some are, but most are not there yet Few organizations have large scale enterprise-level SOA in production 5% use a centrally managed service registry (i.e., UDDI registry) Many organizations still in the pilot stage "It is fair to say that 80% of the health care transactions in the state of Massachusetts today flow over a SOA architecture"

8 SIM Academic Workshop 2006 Slide 8 SOA  SOA Today  Observed Benefits Shorter software development cycles, easier to deploy Improved interoperability with business partners Improved information visibility and compliance monitoring Improved security management Promotes "business thinking" among IT people  Anticipated (but not realized) Benefits Some sharing (reuse) of services, but not as much as expected Emergence of new business models

9 SIM Academic Workshop 2006 Slide 9 SOA  SOA Today  Challenges Technology / Tools –too many products to realize a SOA –tools for testing People / Skills –developers need to adjust to developing in the context of SOA –new "mindset", looking at services as "enterprise assets" rather than project deliverables Organizational –funding process for SOA –need more rapid deployment processes, more agile software development methodologies

10 SIM Academic Workshop 2006 Slide 10 SOA  SOA Today  Predictions More than 80% of current (2006) production-deployed applications will be partly or fully reengineered by 2011 to participate in the then-prevailing SOA-style business-driven application composition (0.8 probability). [Gartner] Service-oriented architecture (SOA) will be used in part in more than 50% of new, mission-critical applications and business processes designed in 2007, and in more than 80% by 2010 (0.7 probability). [Gartner] Significant challenges in governance, testing, configuration, version control, general metadata management, service-level monitoring, security, interoperability and other disciplines. These difficulties retard, but will not prevent. [Gartner]

11 SIM Academic Workshop 2006 Slide 11 SOA  Software development in the context of SOA  Is it any different? Yes, some attributed to general SOA principles, others related to using open standards  How is it different? Planning becomes a more emphasized in the context of SOA –Coordination, communication for "enterprise services" –Silo solutions still possible in a SOA Design was the phase where the "most radical changes need to occur" –Pivotal role of service interface Testing becomes more challenging, –more integration testing, "unkown clients"  How are organizations responding? New roles, structures, but little change in processes

12 SIM Academic Workshop 2006 Slide 12 SOA  SOA – Answer to the IS delivery challenge?  SOA is viewed by many IS professionals, IS researchers, as well as IT vendors as a viable approach to approach this challenge …  SOA is primarily addressing the Design and IT Architecture challenge  Only with appropriate organizational structures and processes (including structures and processes related to software development) can SOA enable improved delivery of IS Services

13 SIM Academic Workshop 2006 Slide 13 Service Level Management Availability Management Capacity Management Financial Management Continuity Management Incident Management Configuration Management Problem Management Change Management Release Management Information Technology Infrastructure Library (ITIL): Source: ITSMF – The IT Service Management Forum Limited Reference: Best Practices for IT Service Management

14 SIM Academic Workshop 2006 Slide 14 Best Practices for IT Service Management  COBIT  Control Objectives for Information and related Technology  Open international standard for control over information technology, developed and promoted by the IT Governance Institute (ITGI)  Also promoted by Information Systems Audit and Control Association (ISACA)  A reference framework for management, users, and IS audit, control and security practitioners (third edition 2000)  Contains tools (performance measurement elements, critical success factors, maturity models) to assess and measure the enterprise’s IT capability for the 4 domains, 34 IT processes, and 318 control objectives  COSO  In 1992, Treadway Commission (COSO) issued a landmark report: Internal Control—Integrated Framework  Provides a sound basis for establishing internal control systems and determining their effectiveness  Acceptable practices for SOX compliance Source: IT Governance Institute and Treadway Commission

15 SIM Academic Workshop 2006 Slide 15 COBIT Domains and Process Areas Source: IT Governance Institute

16 SIM Academic Workshop 2006 Slide 16 COBIT and COSO Source: IT Governance Institute and Treadway Commission

17 SIM Academic Workshop 2006 Slide 17 SOA  ITIL and COBIT in the context of SOA  Software developers are becoming more service-minded Easier to bridge systems development and service management  ITIL and COBIT provide proven framework for guiding the service management and governance efforts Best practices for Service Management via ITIL / COBIT / COSO should inform how processes for governance, monitoring, management, etc. in the context of SOA are developed

18 SIM Academic Workshop 2006 Slide 18 Systems Development Service Management Process Bridge © Ray Hoving Associates LLC The Better Way: Linking Best Practices, Methodologies, and Governance SOA ITSM


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