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Guidelines for Component Reuse in Service Management

This document outlines comprehensive guidelines for the reuse of software components in service management systems, aimed at industry practitioners. It emphasizes the importance of enhancing service management goals such as cost reduction, improved customer care, and rapid service introduction. Key methodologies discussed include process flow improvement, direct customer management, and effective component modeling using UML. The guidelines promote the integration of various technologies to construct loosely coupled components, enabling more efficient and flexible service management systems supporting diverse business processes.

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Guidelines for Component Reuse in Service Management

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  1. Guidelines for Component Reuse in Service Management FlowThru Vincent P. Wade Department of Computer Science Trinity College Dublin Ireland Vincent.Wade@cs.tcd.ie David Lewis Department of Computer Science University College London UK DLewis@cs.ucl.ac.uk

  2. Service Management Goals • Cost Reduction in Provision of Services • Improved Customer Care • Rapid Introduction of New Services • Approaches: • Improve process flow across service provider systems and amongst providers • Direct customer management • Greater re-use of software components Nov '98

  3. FlowThru Approach • To generate and validate guidelines for industry practitioners construct service management systems to support business processes from reusable components Nov '98

  4. Service Management Development Stakeholders Nov '98

  5. Development Methodology Guidelines • Builds on NIM-G1, Prospect, P.610, TM Forum BPM and TINA Business Models • Techniques used: • UML used throughout • component modelling using use cases, OOSE analysis modelling and component facades • business process modelling using use cases and UML activity diagrams Nov '98

  6. Component Modelling Nov '98

  7. Process Modelling Nov '98

  8. Technology Integration Guidelines • Which technologies are needed to support service management component integration? • Inter-working between Different Technologies, e.g. CORBA-CMIP, CMIP-SNMP, via JIDM gateways • Decoupling business process implementations from that of individual tasks with WorkFlow Systems • Constructing loosely coupled components, e.g. Enterprise Java Beans, CORBA Components Nov '98

  9. Management Service Request Management Process Rule Base Workflow Engine } Invoked Component Shared (Component) Data Server Invoked Component Invoked Component Workflow Based Component Integration Nov '98

  10. Event Based Component Integration Nov '98

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