Saturday, January 2, 2010

ITIL Services

ITIL Services are different from Services Oriented Architecture (SOA) Services. The Information Technology Infrastructure Library (ITIL) is an accepted standard for operational IT issues such as incident management, problem management and change management. ITIL builds up a large set of terms and tries to use these terms consistently throughout its discussion of Service Management.

The conflict over the term "service" can lead to some confusing conversations between developers and operations staff. I have posted earlier on the definition of services in SOA. The ITIL definition is
"A service is a means of delivering value to customers by facilitating outcomes
customers want to achieve without the ownership of specific cost and risks. "
ITSMWatch

Two very different examples of a service in ITIL could be a payroll system and the resetting of a LAN password. The services of an IT organization should be available on a "service catalogue" and the clients of the IT organization can use this catalogue to choose and understand the services they receive.

This is different from an SOA service. An SOA service is a software component which:
• Hides its implementation,
• Is based on standards,
• Is location transparent,
• Is message coupled, and
• Is accessible through defined platform independent interfaces.

The main difference is that an SOA service is a software component in SOA. It is not the service that a help desk provides when they reset your password and it is generally smaller than a whole payroll system. An SOA service can be hidden away from the users in the cloud of application components. Ideally it is granular enough to have meaning to users but a user does not need to be able to interface with a service directly.

There can be coincidental overlap between an SOA service and an ITIL service. A service for paying a bill may also be presented directly to the users of an IT Department or organization and therefore be a service on their catalogue. This only seems to confound the issue. It is safer to assume that ITIL stalwarts and SOA engineers are talking about different things when they refer to a service.

IT Service Management (ITSM) under ITIL however can provide an appropriate means for providing governance for your SOA and for providing the operational platform for your SOA. SOA may contain more component parts than traditional systems and a disciplined approach to configuring, operating and changing these parts is required which is exactly what ITIL offers.

Interestingly ITIL also seems to redefine SOA as "Service Offerings and Agreements" and "Service Outage Analysis" which also makes life complicated.

Notes:
Some good articles on ITIL and SOA follow:
http://www.ca.com/Files/WhitePapers/soa_wp_jlong_33146.pdf
http://www.ibm.com/developerworks/ibm/library/ar-soaitil/
http://www.ebizq.net/blogs/bethgb/2009/03/can_itil_help_fix_soa.php
http://www.biske.com/blog/?p=467

The book I am reading which proffered the payroll as a service example is:

Klosterboer, Larry, 'Implementing ITIL Change and Release Management', IBM Press, 01 Dec 2008.

9 comments:

itil service catalog said...

yeah i agree with you mr TeshaNaguin... i also like this article thanks for sharing this with us..

said...

要友誼長存,我們必須原諒彼此的小缺點。 ..................................................

123 said...

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放棄 said...

Hello,這裡真是百看不厭的部落格........................................

swagat said...

Max Dolgicer has more than 25 years of management and technical experience in development and support of Business applications, software products and systems internals. An internationally recognized expert, Max is Technical Director and principal at International System Group, (ISG) Inc a leading consulting firm that specializes in design, development and integration of large-scale distributed applications using leading edge Middleware technologies. Max is coming to Business Technology Sumit 2010 (www.btsummit.com) to speak about all things SOA, on 12 November at the NIHANS Convention Center in Bangalore.

Sarah said...

nice post!

Belle said...

IT has been a handy tool on our small family business. Payroll service system as a product of IT manages the accounting system of the business. The software records accurately the data for payroll. Nevada has been a great influence for us to invest in technology. Technology has made our life easy and less hassled, and it is great for business too.

J.C. said...

i think you need update this blog, this is a very good blog about SOA.

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