Architecture for Service Integration and Management: Case Telia as Service Integrator and Service Provider
Ladataan...
2.74 MB
suljettu
Julkaisu on tekijänoikeussäännösten alainen. Teosta voi lukea ja tulostaa henkilökohtaista käyttöä varten. Käyttö kaupallisiin tarkoituksiin on kielletty.
Lataukset1
Pysyvä osoite
Verkkojulkaisu
DOI
Tiivistelmä
Service integration as a concept is growing more popular and companies providing
different services are implementing capabilities to enable these services to be consumed
via interfaces by customers. This study focuses on Telia program which started to
implement these capabilities and realized that the topic should be studied. In the context
of Telia, these capabilities are developed together with its subsidiaries according to
management methodology called Service Integration and Management (SIAM). In the
management methodology in question, the service integrator facilitates the services of
multiple service providers to a single customer delivering added value by simplifying
the otherwise multiple service integrations. The solution of this magnitude is governed
with section of enterprise architecture consisting of IT systems, integrations and data
models in this study. Telia has identified issues with the architecture and culture that
steers it, therefore justifying the existence of this study. The aim of this study is not only
to provide propose-built architecture for Telia operating as service provider and service
integrator, but also deliver points of improvement for culture. The methods of study were
general analysis of the existing architecture with customers and the questionnaire about
architecture and culture for Telia employees in this context. The architecture analysis
focuses on IT systems, integrations and data models delivering existing solution whereas
the customer analysis focuses on customer data and capabilities. According the estimate,
third of relevant employees responded to the questionnaire which renders the results valid
in this context. The results indicate significant need for improvement in the culture, given
the fact that culture is an essential part of SIAM methodology. The architecture analysis,
on the other hand, indicates the existing capabilities and delivered useful guidelines for
the synthesis. The synthesis proposes five architectures for operating as service provider
and service integrator. In short, the architectures base on APIs to which the customers
integrate for consuming Telia services according service integration concept. The cultural
improvements focus on pain points in communication, cooperation, contribution and
decision making. The proposed architectures of synthesis are evaluated with practice of
established methods.