Service Orientation : Winning Strategies and Best Practices (Hardcover)

Foreword; Preface; Acknowledgements; Acronyms and abbreviations; Part I. Overview: 1. Basics of service-orientation; 2. Execution management; 3. Business process management; Part II. Business Architecture: 4. Service-oriented process redesign; 5. Gleaning business value; 6. Achieving business agility; Part III. Service-oriented architecture: 7. Service-oriented architecture themes; 8. Service-oriented architecture policy; 9. Service design; 10. QoS infrastructure design; Part IV. Service-Oriented Management: 11. The big picture; 12. Service-level agreements; 13. Cultural factors; Part V. Case Studies: 14. Queensland Transport: a case study in service-orientation; 15. Credit Suisse: a case study in service-orientation; References; Useful sources of information.