1. Dom Fernandez Principal Consultant dscf @computants.org Solving Business Problems through Service Oriented Architecture

3. What is …..? … a service? A repeatable business task – e.g., check customer credit; open new account … service oriented architecture (SOA)? An IT architectural style that supports integrating your business as linked services "SOA impacts every aspect of IT and business.”

4. Flexibility allows innovation to meet top business challenges Improve operational efficiency Reduce administrative costs Improve customer retention Improve employee productivity Improve employee access to information

6. Flexible business requires flexible IT Process to optimize Creating IT flexibility IBM SOA Foundation Skills & Support Software Traditional Business Call Center Case Study: Customer Order & Fulfillment CRM Service ERP System Call Center Supplier Outsourced Shipping, Credit Check Case Study: Customer Order & Fulfillment

7. This Foundation Provides what you need to get started with SOA IBM SOA Foundation Supports complete lifecycle with a modular approach Extends value of your existing investments, regardless of vendor Scalable ; start small and grow as fast as the business requires Extensive business and IT standards support; facilitating greater interoperability & portability Integrated, open set of software, best practices, and patterns Software Skills & Support

8. Business centric SOA starts with top business pains Entry points: People, Process, Information Deliver trusted information to provide business insight to enable innovation Enable human and process interaction with consistent levels of service Achieve greater efficiency and effectiveness with business model innovation “ Pick business processes with pain points that the business clearly recognizes — processes for which the business most clearly needs end-to-end visibility, control, insight, and flexibility”

10. SOA helps you solve top business challenges Creating or improving IT solutions by leveraging IBM SOA Foundation Process Productivity People Customer retention Information Access information Connectivity Cost reduction Operational efficiency Reuse

16. SMB Customers gain value through Entry Points Reduced costs, increased customer satisfaction 600 person lender gets credit reports via Web Provide vets with 24-hour reliable access; reduced ratio of returned goods 36 person firm extends ordering to Veterinary application via Services Automated data transfer cut workload, increased revenues Facilitate realtime donations in 400 person non-profit organization Expecting to yield a 25% increase in revenue Collaboration for 20 person eCommerce consulting firm Radio Frequency Identification package tracking 30% reduction in cost for mishandled packages Customer Value Customer Example Services; reviews loans in 15 minutes SVS Veterinary Supplies People Information Process Connectivity Reuse

17. SMB Customers gain value through Entry Points 23% reduction in resolution time for customer calls; ROI in less than two months 720 employee firm automated application Loans in hours instead of days Automate loan process in 725 person firm from students to lenders Expecting a 20% increase in customer satisfaction and a 15% increase in new business adds multichannel eCommerce integrated with backend systems Increase workload without adding people, with no compromise on service levels 90 person ISV reuses collaboration tools for employees and for customer service Customer Value Reduced costs and made it a great deal easier for travelers at the station Consolidated view across bus operators; Reuse to see via cell phones Customer Example Vormittag Associates, Inc 750 person ISV process; Reuse services in call center People Information Process Connectivity Reuse Sofia Bus Station

24. SMB References

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