1. Guidelines for Component Reuse in Service Management Vincent P. Wade Department of Computer Science Trinity College Dublin Ireland Vincent.Wade@cs.tcd.ie David Lewis Department of Computer Science University College London UK DLewis@cs.ucl.ac.uk FlowThru

2. Nov '98 Service Management Goals Cost Reduction in Provision of Services Improved Customer Care Rapid Introduction of New Services Approaches: –Improve process flow across service provider systems and amongst providers –Direct customer management –Greater re-use of software components

3. Nov '98 FlowThru Approach To generate and validate guidelines for industry practitioners construct service management systems to support business processes from reusable components

4. Nov '98 Service Management Development Stakeholders

5. Nov '98 Development Methodology Guidelines Builds on NIM-G1, Prospect, P.610, TM Forum BPM and TINA Business Models Techniques used: –UML used throughout –component modelling using use cases, OOSE analysis modelling and component facades –business process modelling using use cases and UML activity diagrams

6. Nov '98 Component Modelling

7. Nov '98 Process Modelling

8. Nov '98 Technology Integration Guidelines Which technologies are needed to support service management component integration? Inter-working between Different Technologies, e.g. CORBA-CMIP, CMIP-SNMP, via JIDM gateways Decoupling business process implementations from that of individual tasks with WorkFlow Systems Constructing loosely coupled components, e.g. Enterprise Java Beans, CORBA Components

9. Nov '98 Workflow Based Component Integration Workflow Engine Management Service Request Management Process Rule Base Shared(Component) Data Server InvokedComponent InvokedComponent InvokedComponent }

10. Nov '98 Event Based Component Integration