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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 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-MilwaukeeP.O. Box 742Milwaukee WI 53201-0742 phone: (414) 229 3773email: [email protected]: www.marchaines.com/uwm
Panel Discussion
Ray HovingPrincipal Consultant Ray Hoving Associates LLC
7094 Lentz RdNew Tripoli PA 18066 phone: (610) 298 8167email: [email protected]: www.rayhoving.com
SIM Academic Workshop 2006 Slide 2
Systems Development Service 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
SIM Academic Workshop 2006 Slide 3
Systems Development
Service Management
© Ray Hoving Associates LLC
Typical way to bring a system on-line
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
SIM Academic Workshop 2006 Slide 5
Systems Development
Service Management
Process Bridge
© Ray Hoving Associates LLC
A better way?
SOA ITSM
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
ServiceDescription
Visibility
ExecutionContext
Real WorldEffect
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
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"
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
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
SIM Academic Workshop 2006 Slide 10
SOA
SOA TodayPredictions
• 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]
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
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
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: http://www.itil-itsm-world.com/
Best Practices for IT Service Management
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
SIM Academic Workshop 2006 Slide 15
COBIT Domains and Process Areas
Source: IT Governance Institute
SIM Academic Workshop 2006 Slide 16
COBIT and COSO
Source: IT Governance Institute and Treadway Commission
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
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