Introduction to Service Indriani Noor Hapsari September 2014

What is Service?

Context and motivations Services becoming the new hub of most modern economies Services dominating current economic activities (U.S. Department of Commerce, 1995, p. 417) © Copyright IBM Corporation 2006, 2007. All rights reserved

Percent employment in service jobs 1980 1987 1993 1999 USA 67.1 71 74.3 80.4 Canada 67.2 70.8 74.8 73.9 Japan 54.5 58.1 59.9 72.4 France 56.9 63.6 66.4 Italy 48.7 57.7 60.2 61.1 China 13.1 17.8 21.2 26.4 (United Nations, 1999, p. ??) © Copyright IBM Corporation 2006, 2007. All rights reserved

Stages of Economic Development

What kinds of services are we providing? Application Services EasyPay EasyPayNet TeleNet DAS AOS FLT EEE … Construction Services Support Services Network Support Service Application Maintenance Service Database Maintenance Service Infrastructure Maintenance Service Management Services Statistics and report Communication and Training Consulting

Is Electricity a Service? Electricity is a service. It is available on-demand based on a predetermined fee structure and is delivered consistently based on industry standards and regulated infrastructure. From localized generation of electricity to transmission of electricity from centralized power plants to distribution of electricity via a power grid, the electric utility industry has evolved into a service oriented model.

Service An integrated composite that consists of a number of components, (such as management processes, hardware, software, facilities and people,) that provides a capability to satisfy a stated management need or objective. - itSMF Dictionary of Service Management Instructor Notes: Service is defined as an integrated set of technology components, processes and people that provides a desired end state that the customer requires in order to support their business objectives. It is crucial for an IT organization that is transforming itself into an IT service provider to determine the types of services that are important to its customers and to ensure that they are clearly defined within the Services Catalog. Success will depend on the agreeable expectation of the defined service, the quality of service and its manageability.

from IBM’s SSME A service is a provider/client interaction that creates and captures value. Services transform/protect or promise to transform/protect a state of the target of the service. The client may not have the skill, time, desire, or authority to perform self-service, do it themselves. Services often create mutual interdependencies. http://www.research.ibm.com/ssme/services.shtml

from ITIL v2 A service is one or more IT systems which enable a business process. from ITIL v3 A service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risk.

Value = Utility + Warranty from ITIL v3 Service management is a set of specialized organizational capabilities for providing value to customers in the form of services Value = Utility + Warranty

Fit for Purpose -- Utility Value Fit for Purpose -- Utility Fit for Use -- Warranty Availability Capacity Continuity (recovery after a disaster) Security Performance supported (positives added) Constraints removed (negatives added) ITIL v3

What is Architecture Formal Definition Emphasize that the rationale for the architectural decisions is very important. IEEE 1471-2000 Software architecture is the fundamental organization of a system, embodied in its components, their relationships to each other and the environment, and the principles governing its design and evolution IEEE 1471-2000 2003 PSS Global Summit

What is Software Architecture Every system has an architecture, even if it is not formally “spec’ed out”. collection of the fundamental decisions about a software product/solution designed to meet the project‘s quality attributes Includes the main components, their main attributes, and their collaboration expressed in several levels of abstraction (depending on the project's size).   Architecture is communicated from multiple viewpoints Software architecture is the collection of the fundamental decisions about a software product/solution designed to meet the project's quality attributes (i.e. requirements). The architecture includes the main components, their main attributes, and their collaboration (i.e. interactions and behavior) to meet the quality attributes. Architecture can and usually should be expressed in several levels of abstraction (depending on the project's size).   If an architecture is to be intentional (rather than accidental), it should be communicated. Architecture is communicated from multiple viewpoints to cater the needs of the different stakeholders. 2003 PSS Global Summit

Architecture is Early Architecture represents the set of earliest design decisions Hardest to change Most critical to get right Architecture is the first design artifact where a system’s quality attributes are addressed

Why Architecture? Architecture serves as the blueprint for the system but also the project: Team structure Documentation organization Work breakdown structure Scheduling, planning, budgeting Unit testing, integration Architecture establishes the communication and coordination mechanisms among components

What is SOA? SOA is a technical architecture supported by standard formats and protocols. SOA represents a shift within the enterprise toward breaking up organizational silos and monolithic information systems to enable flexibility in how customer solutions are assembled. SOA is about connecting customer requirements with enterprise capabilities, regardless of technology landscape or arbitrary organizational boundaries.

History Originally, businesses deployed local software (applications and databases) and hardware (personal computers and servers) to support business operations. Large, distributed businesses would require multiple instances of such software.

History (2) Later, network infrastructure and distributed computing technologies allowed businesses to deploy centralized solutions (software and hardware) with distributed client-side access in lieu of multiple copies of the full software/hardware stack. These centralized solutions are much more economical and more powerful than having a bunch of solutions deployed in every location. The drawback, however, is that these solutions are not flexible. They offer a MONOLITHIC, ONE-SIZE-FITS-ALL solution.

History (3) If you need to tweak one aspect of business operations (e.g., modify your supply chain process, change the data processing logic for one product type, outsource one component of the application, etc.), you generally have to go through a long design–development–testing–deployment life cycle.

History (4) Service orientation is about taking those monolithic solutions and breaking them up into flexible, reusable, and configurable components. These components, or services, are available to service requests from anywhere in the network without the traditional barriers of operating system, programming language, or platform technology. Additionally, these can be reconfigured and a chain of services rearranged in a fraction of the time that traditional solutions can be changed in order to respond to changing business needs.

Service Orientation Analogy To return to our electric utility industry analogy, service orientation allows enterprises to respond more readily to electricity demand (service requests) and to adjust power supplied by power plants (reconfigure service providers) to adjust to the demands of the grid (network).