Service Oriented Enterprises Dr. Setrag Khoshafian VP of BPM Technology Pegasystems Inc. www.pega.com
 
What are Service Oriented Enterprises (SOEs)? <ul><li>You have a technology perspective: </li></ul><ul><ul><li>Loosely cou...
What are SOEs? <ul><li>You also have a cultural perspective: </li></ul><ul><ul><li>Each party sees herself as a service pr...
Service Oriented Enterprises (SOE) SOE Community Customers Shareholders Partners Government Employees
SOE Goal <ul><li>Align Business and IT </li></ul>IT Business SOA Technology Alone Will Not Do It
The SOE Challenge …Execution Gaps! Sales Service Operations Compliance Partners Management Goals Sales Service Operations ...
The SOE Challenge …Execution Gaps! Business Changes Worsen Execution Gaps Sales Service Operations Compliance Partners Man...
Solution : SOE Architecture <ul><li>SOE Architecture=  </li></ul><ul><li>Performance Management   + </li></ul><ul><li>Busi...
The Service Oriented Enterprise IT Service Infrastructure Service Oriented Architecture IT Service Infrastructure IT
Service Infrastructure  <ul><li>Loose Coupling  </li></ul><ul><li>Standards Based (WS-*) </li></ul><ul><li>Discovery  </li...
Loose Coupling isolated from the details of the service’s  implementation language,  platform, location, or other details ...
Service Transport: HTTP/HTTPS Remote Service Request/Response: SOAP Service Description: WSDL Service Transactions: WS-Tra...
Capabilities and Features of an ESB <ul><li>Message Transformation </li></ul><ul><li>Protocol Transformation </li></ul><ul...
The Service Oriented Enterprise Enterprise Performance Management Service Performance Business
Strategic Methodology Financial Internal Learning Customer Vision Business Process Management System Enterprise Service Bu...
The Service Oriented Enterprise Enterprise Performance Management Service Performance IT Business Service Oriented Enterpr...
Evolution of BPM Suites BPM Suite Workflow BPM BPM Suite <ul><li>Modeling and Simulation </li></ul><ul><li>Business Rules ...
Enterprise Policies and Procedures Policies Procedure Policies Procedure Modeled Policies and Procedures Strategy and Visi...
BPM Suite Business Process Monitoring & Analytics Business Rules Solution Frameworks Enterprise Application Integration Bu...
System/Partner and Human Participants Orchestrate Orchestrate Orchestrate Buyer Seller Shipper Choreography Seller Buyer S...
Unable  to Apply Example of SWIFTNet E&I Straight-Through Process Remitter Beneficiary Beneficiary Bank  (Using  Smart Inv...
BPM Suite Business Process Monitoring & Analytics Business Rules Solution Frameworks Enterprise Application Integration Bu...
Example <ul><li>IF </li></ul><ul><ul><li>Dispute Amount is less than $51; AND  </li></ul></ul><ul><ul><li>Transaction is n...
Tasks Participants Rules
BPM Suite Business Process Monitoring & Analytics Business Rules Solution Frameworks Enterprise Application Integration Bu...
Customer Process Management Framework  BPM Solution Development Healthcare Member Extensions Customer Processes and Rules ...
BPM Suite Business Process Monitoring & Analytics Business Rules Solution Frameworks Enterprise Application Integration Bu...
Enterprise Service Bus Enterprise Application Integration Business To Business Integration Business Process Monitoring & A...
Link Executing Processes To Strategies  <ul><li>Connecting measurable objectives to executing processes and rules,  and co...
Strategic Methodology Financial Internal Learning Customer Vision Business Process Management System Enterprise Service Bu...
Continuous Improvement LifeCycle  Agents Six Sigma Black Belt Process Architect Business Analyst
BPMS ROI <ul><li>Expenses </li></ul><ul><ul><li>IT </li></ul></ul><ul><ul><li>Business </li></ul></ul><ul><ul><li>Staffing...
High Level Structured  Programming Object Oriented Programming BPMS X2 to X3   X5 to  X10 X2 to > X10 Assembly Productivit...
BPM Suites for the SOE Challenge… Service Operations Compliance Service Operations Compliance Systems Business Process Man...
Competitive Advantages for all Communities SOE Local Community Customers Shareholders Partners Government Employees
Conclusion <ul><li>SOE can serve their communities through: </li></ul><ul><ul><li>Directly Capturing requirements:  </li><...
Upcoming SlideShare
Loading in …5
×

Service Oriented Enterprises Presentation

504 views

Published on

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
504
On SlideShare
0
From Embeds
0
Number of Embeds
5
Actions
Shares
0
Downloads
51
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • In addition to the different types of BPM categories, there are also different BPM drivers that influences a prospects buying decision. Some customers need strong business rules capabilities to streamline exception management, while others need strong content management tools to rout document and while others need modeling and simulation tools to produce executable models for every facet of their organization. Hence, vendors have aligned their technology to serve there various industry drivers. Understanding how vendors align to various business problems can help you anticipate who you will be potentially competing against and how you should craft your demo/PPT.
  • The challenge is manifested in “Execution Gaps” that develop - destroying profitability &amp; customer satisfaction.. These gaps develop as changing Management Objectives – the evolving decisions, policies and goals desired by management -- outpace the procedures &amp; systems of Business Operations. The resulting “Execution Gaps” between the Objectives and Operations are indicative of structural breakdowns that increasingly preclude future agility. Organizations struggling to deliver on current Objectives are unable to effectively implement additional needed changes -- fueling a self-reinforcing cycle of declining Agility. But – the relentless pressures Gartner identified – the pressures of Competition, Globalization, Mergers, &amp; Compliance - will force Business Rule Changes to occur regardless of the readiness of an organization. As Management responds &amp; tries to implement Business Rule Changes the Execution Gaps are exacerbated - driving a wedge of ineffectiveness between the Management Objectives &amp; the Business Operations. Inevitably, Change worsens “execution gaps” - fostering devastating cycles of missed expectations and frustration.
  • The challenge is manifested in “Execution Gaps” that develop - destroying profitability &amp; customer satisfaction.. These gaps develop as changing Management Objectives – the evolving decisions, policies and goals desired by management -- outpace the procedures &amp; systems of Business Operations. The resulting “Execution Gaps” between the Objectives and Operations are indicative of structural breakdowns that increasingly preclude future agility. Organizations struggling to deliver on current Objectives are unable to effectively implement additional needed changes -- fueling a self-reinforcing cycle of declining Agility. But – the relentless pressures Gartner identified – the pressures of Competition, Globalization, Mergers, &amp; Compliance - will force Business Rule Changes to occur regardless of the readiness of an organization. As Management responds &amp; tries to implement Business Rule Changes the Execution Gaps are exacerbated - driving a wedge of ineffectiveness between the Management Objectives &amp; the Business Operations. Inevitably, Change worsens “execution gaps” - fostering devastating cycles of missed expectations and frustration.
  • In addition to the different types of BPM categories, there are also different BPM drivers that influences a prospects buying decision. Some customers need strong business rules capabilities to streamline exception management, while others need strong content management tools to rout document and while others need modeling and simulation tools to produce executable models for every facet of their organization. Hence, vendors have aligned their technology to serve there various industry drivers. Understanding how vendors align to various business problems can help you anticipate who you will be potentially competing against and how you should craft your demo/PPT.
  • Service Oriented Enterprises Presentation

    1. 1. Service Oriented Enterprises Dr. Setrag Khoshafian VP of BPM Technology Pegasystems Inc. www.pega.com
    2. 3. What are Service Oriented Enterprises (SOEs)? <ul><li>You have a technology perspective: </li></ul><ul><ul><li>Loosely couple applications, trading partners, and organizations </li></ul></ul><ul><ul><ul><li>Invoke via service calls. </li></ul></ul></ul><ul><ul><li>Services involved in processes with human participants </li></ul></ul><ul><ul><ul><li>Provides even greater value than the sum of component services. </li></ul></ul></ul>
    3. 4. What are SOEs? <ul><li>You also have a cultural perspective: </li></ul><ul><ul><li>Each party sees herself as a service provider as well as a service consumer </li></ul></ul><ul><ul><li>Focus on serving various communities:  </li></ul></ul><ul><ul><ul><li>Customers </li></ul></ul></ul><ul><ul><ul><li>Shareholders </li></ul></ul></ul><ul><ul><ul><li>Trading Partners </li></ul></ul></ul><ul><ul><ul><li>Employees </li></ul></ul></ul><ul><ul><ul><li>Government </li></ul></ul></ul>
    4. 5. Service Oriented Enterprises (SOE) SOE Community Customers Shareholders Partners Government Employees
    5. 6. SOE Goal <ul><li>Align Business and IT </li></ul>IT Business SOA Technology Alone Will Not Do It
    6. 7. The SOE Challenge …Execution Gaps! Sales Service Operations Compliance Partners Management Goals Sales Service Operations Compliance Partners Systems Sales Service Operations Compliance Partners Sales Service Operations Compliance Partners Management Goals Systems
    7. 8. The SOE Challenge …Execution Gaps! Business Changes Worsen Execution Gaps Sales Service Operations Compliance Partners Management Goals Sales Service Operations Compliance Partners Systems
    8. 9. Solution : SOE Architecture <ul><li>SOE Architecture= </li></ul><ul><li>Performance Management + </li></ul><ul><li>Business Process Management + </li></ul><ul><li>IT SOA Architecture (ESB) </li></ul>
    9. 10. The Service Oriented Enterprise IT Service Infrastructure Service Oriented Architecture IT Service Infrastructure IT
    10. 11. Service Infrastructure <ul><li>Loose Coupling </li></ul><ul><li>Standards Based (WS-*) </li></ul><ul><li>Discovery </li></ul><ul><li>Service Composition </li></ul><ul><li>Enterprise Service Bus </li></ul>
    11. 12. Loose Coupling isolated from the details of the service’s implementation language, platform, location, or other details Internet GET/POST Request HTML Response Server (s) Internet SOAP Request SOAP Response Server (s) Client
    12. 13. Service Transport: HTTP/HTTPS Remote Service Request/Response: SOAP Service Description: WSDL Service Transactions: WS-Transaction/WS-Coordination Quality of Service: WS-Security, WS-ReliableMessaging Business Processes and Rules: BPMN, WS-BPEL, WS-CDL Service Management: WSDM Service Content and Portals: WSRP
    13. 14. Capabilities and Features of an ESB <ul><li>Message Transformation </li></ul><ul><li>Protocol Transformation </li></ul><ul><li>Message Routing </li></ul><ul><li>Security </li></ul><ul><li>Transaction </li></ul><ul><li>Orchestration </li></ul><ul><li>Service Registry </li></ul>Consumer Services requests use a transport protocol (e.g. JMS) different from the protocol (e.g. HTTP) of the Provider Transform Provider message format to Consumer message format and vice versa (XML to ASCII, XML to XML, etc.) Content based routing of Consumer messages to appropriate Provider & Vice Versa. Support for rules based routing Support for WS-Security, SAML, encryption, Authentication and Authorization Support for WS-AtomicTransaction, WS-Coordination, WS-BusinessActivity Micro-Flow Orchestration & Choreography
    14. 15. The Service Oriented Enterprise Enterprise Performance Management Service Performance Business
    15. 16. Strategic Methodology Financial Internal Learning Customer Vision Business Process Management System Enterprise Service Bus CI Methodology Enterprise Performance Management Business Activity Monitoring Business Intelligence
    16. 17. The Service Oriented Enterprise Enterprise Performance Management Service Performance IT Business Service Oriented Enterprises, Dr. Khoshafian Service Oriented Architecture IT Service Infrastructure Business Process Management Suite Service Integration
    17. 18. Evolution of BPM Suites BPM Suite Workflow BPM BPM Suite <ul><li>Modeling and Simulation </li></ul><ul><li>Business Rules </li></ul><ul><li>Business Activity Monitoring </li></ul><ul><li>Solution Frameworks </li></ul><ul><li>SOA support </li></ul><ul><li>Alignment of business & IT </li></ul><ul><li>Integration: </li></ul><ul><ul><li>System Participants </li></ul></ul><ul><ul><li>Trading Partner Participants </li></ul></ul><ul><li>Process Portals </li></ul><ul><li>Organizational Model </li></ul><ul><li>Rich Process Data Model </li></ul><ul><li>Human Participants </li></ul><ul><li>Flow automation </li></ul><ul><li>Flow status management </li></ul><ul><li>Document and Content Centric </li></ul><ul><li>Workflow Reference Architecture </li></ul>
    18. 19. Enterprise Policies and Procedures Policies Procedure Policies Procedure Modeled Policies and Procedures Strategy and Vision Models Process Models Business Policy Models (business rules) Information & Integration Model Organization Model Modeled And Automated Policies and Procedures
    19. 20. BPM Suite Business Process Monitoring & Analytics Business Rules Solution Frameworks Enterprise Application Integration Business To Business Integration Workflow
    20. 21. System/Partner and Human Participants Orchestrate Orchestrate Orchestrate Buyer Seller Shipper Choreography Seller Buyer Shipper
    21. 22. Unable to Apply Example of SWIFTNet E&I Straight-Through Process Remitter Beneficiary Beneficiary Bank (Using Smart Investigate ) Remitting Bank <ul><li>Parse message </li></ul><ul><li>Check for duplicate cases </li></ul><ul><li>Create case & route </li></ul><ul><li>Attach message </li></ul><ul><li>Locate & attach payment transaction </li></ul><ul><li>Evaluate transaction </li></ul><ul><ul><li>Status=Complete? </li></ul></ul><ul><ul><li>STP? </li></ul></ul><ul><li>Look up customer record </li></ul><ul><li>Issue notification of assignment </li></ul><ul><li>Contact remitting bank </li></ul><ul><li>Schedule chasers </li></ul><ul><li>Assign SLA </li></ul><ul><li>Update case </li></ul><ul><li>Attach message </li></ul><ul><li>Issue notification of assignment </li></ul><ul><li>Send chaser </li></ul><ul><li>Update case </li></ul><ul><li>Attach message </li></ul><ul><li>Resolve case </li></ul><ul><li>Attach message </li></ul><ul><li>Send resolution message </li></ul><ul><li>Levy service fee </li></ul>STP Unable to Apply 1 Notification of Assignment 3 Unable to Apply 2 Unable to Apply 4 Notification of Assignment 5 Notification of Assignment 6 Case Status Request 7 Case Status Response 8 Resolution of Investigation 9 Resolution of Investigation 10 Resolution of Investigation 11
    22. 23. BPM Suite Business Process Monitoring & Analytics Business Rules Solution Frameworks Enterprise Application Integration Business To Business Integration Workflow
    23. 24. Example <ul><li>IF </li></ul><ul><ul><li>Dispute Amount is less than $51; AND </li></ul></ul><ul><ul><li>Transaction is not disputed as a fraudulent transaction; AND </li></ul></ul><ul><ul><li>The customer has disputed less than two transactions this year; </li></ul></ul>Selection : World MasterCard VIP Customer <ul><li>THEN </li></ul><ul><ul><li>Fully credit the customer without even initiating the dispute i.e. Write-off the transaction.  </li></ul></ul>Write-Off? Yes No
    24. 25. Tasks Participants Rules
    25. 26. BPM Suite Business Process Monitoring & Analytics Business Rules Solution Frameworks Enterprise Application Integration Business To Business Integration Workflow
    26. 27. Customer Process Management Framework BPM Solution Development Healthcare Member Extensions Customer Processes and Rules <ul><li>Customer Profile </li></ul><ul><li>Customer Entitlement </li></ul><ul><li>Cross Sell </li></ul><ul><li>Customer Dispute </li></ul><ul><li>Agreement Renewals </li></ul><ul><li>Customer Interaction </li></ul>Insurance Customer Relationship Banking Customer Relationship Enterprise Application Integration Business To Business Integration Business Process Monitoring & Analytics Business Rules Workflow Solution Frameworks BPM Suite Greater speed to market and use of best practices enable faster achievement of competitive advantage
    27. 28. BPM Suite Business Process Monitoring & Analytics Business Rules Solution Frameworks Enterprise Application Integration Business To Business Integration Workflow
    28. 29. Enterprise Service Bus Enterprise Application Integration Business To Business Integration Business Process Monitoring & Analytics Business Rules Workflow Solution Frameworks BPM Suite Analytic Measures Business Activity Monitoring Business Intelligence Strategic Methodology Example : Balanced Scorecard
    29. 30. Link Executing Processes To Strategies <ul><li>Connecting measurable objectives to executing processes and rules, and continuously improve them – in real time. </li></ul>Customer Satisfaction Index
    30. 31. Strategic Methodology Financial Internal Learning Customer Vision Business Process Management System Enterprise Service Bus CI Methodology Enterprise Performance Management Business Activity Monitoring Business Intelligence
    31. 32. Continuous Improvement LifeCycle Agents Six Sigma Black Belt Process Architect Business Analyst
    32. 33. BPMS ROI <ul><li>Expenses </li></ul><ul><ul><li>IT </li></ul></ul><ul><ul><li>Business </li></ul></ul><ul><ul><li>Staffing </li></ul></ul><ul><li>Revenue </li></ul><ul><li>New Products </li></ul><ul><li>New Processes </li></ul><ul><li>Customer Retention </li></ul><ul><li>Up Sell </li></ul><ul><li>Cross Sell </li></ul><ul><li>M & A </li></ul>
    33. 34. High Level Structured Programming Object Oriented Programming BPMS X2 to X3 X5 to X10 X2 to > X10 Assembly Productivity Gains
    34. 35. BPM Suites for the SOE Challenge… Service Operations Compliance Service Operations Compliance Systems Business Process Management Suite Service Integration Management Goals Systems Sales Service Operations Compliance Partners Sales Service Operations Compliance Partners Management Goals
    35. 36. Competitive Advantages for all Communities SOE Local Community Customers Shareholders Partners Government Employees
    36. 37. Conclusion <ul><li>SOE can serve their communities through: </li></ul><ul><ul><li>Directly Capturing requirements: </li></ul></ul><ul><ul><ul><li>Executable processes and rules </li></ul></ul></ul><ul><ul><li>Identify measurable KPIs: strategic methodology </li></ul></ul><ul><ul><li>Tying these KPIs to modeled and executing business processes and policies </li></ul></ul><ul><ul><li>Continuously monitoring and improving the implementation to meet the needs of the communities </li></ul></ul><ul><li>… while leveraging the underlying IT SOA infrastructure </li></ul>

    ×