Case Study: Real World Case Study: Real World Web Services, Scalability Web Services, Scalability and Integrationand Integration

Kevin FrancisKevin FrancisPrincipal IT ArchitectPrincipal IT ArchitectInfosys AustraliaInfosys Australia

Aims for this SessionAims for this Session

The business case for integrationThe business case for integration

Inner working of an integration solutionInner working of an integration solution

Managing a complex environmentManaging a complex environment

AgendaAgenda

About the case studyAbout the case study The integration architectureThe integration architecture Integration technologiesIntegration technologies Managing a complex environmentManaging a complex environment Lessons learntLessons learnt Mapping the current product setMapping the current product set FrameworksFrameworks ConclusionConclusion Q&AQ&A

About the Case StudyAbout the Case Study

STS and eBSSTS and eBS

STS and eBSSTS and eBS

CORE / HOST SYSTEMSCORE / HOST SYSTEMS

PakAPPPakAPP SalesSalesIVRIVR MobilesMobiles ……MCAMCA

Whole of Customer View Validate Customer Request Order Provisioning

Validation Product Packaging Single Bill Request

e-Business Services (eBS)

STSSTS CRMCRM

The ProblemThe Problem

Customer Situation:Customer Situation: Significant competitive pressureSignificant competitive pressure Management were worried about a loss of market shareManagement were worried about a loss of market share Unable to keep up with new market offeringsUnable to keep up with new market offerings Business needed a single view of the customer Business needed a single view of the customer

Call Centre Issues:Call Centre Issues: Excess of 14 systems to access to satisfy one queryExcess of 14 systems to access to satisfy one query Long calls, slow response, unhappy customersLong calls, slow response, unhappy customers Call Centres were not coping with the demandCall Centres were not coping with the demand High level of Re-work High level of Re-work Operator training was extensive & expensiveOperator training was extensive & expensive Call Centres not operating as a sales functionCall Centres not operating as a sales function

The Technical RequirementsThe Technical Requirements

Around 14 Host Systems: Around 14 Host Systems: Mainframes CICS, IMS, DB2Mainframes CICS, IMS, DB2 WindowsWindows UnixUnix

Requirement for zero impact on Host Requirement for zero impact on Host SystemsSystems

Data FormatsData Formats XMLXML Flat FileFlat File Binary Data FormatsBinary Data Formats

The Technical RequirementsThe Technical Requirements

Connectivity:Connectivity: MQ SeriesMQ Series TIBCOTIBCO SNASNA TCP/IPTCP/IP HTTPHTTP FTPFTP EmailEmail

STS TodaySTS Today

Primary portal into the organisationPrimary portal into the organisation Development commenced May 1999, Development commenced May 1999,

deployed February 2000deployed February 2000 New release every 4-6 weeks.New release every 4-6 weeks. Supports around 5000 call centre Sales Supports around 5000 call centre Sales

Consultants:Consultants: About 3000 concurrent usersAbout 3000 concurrent users

The Solution - BenefitsThe Solution - Benefits

Sales Consultants able to see a single view of the customer

Sales Consultants receive on line sales prompts

Multiplier increase in sales Order quality increased from 75% to 99.5% Rework of transactions almost eliminated Call centre dropouts significantly reduced Customer satisfaction increased

The Solution - BenefitsThe Solution - Benefits

Sales Consultants enjoy using the system Call centre training reduced from 4 weeks to

1.5 days New products could be initiated in weeks not

months Over the long term less call centre staff were

required Return on investment received within 6

months

The Solution - BenefitsThe Solution - Benefits

Drives the majority of revenue and Drives the majority of revenue and customerscustomers

One outage in four years of continual One outage in four years of continual operationoperation

Performance and responsiveness has met Performance and responsiveness has met and exceeded initial specificationsand exceeded initial specifications

STS continues to be enhanced and extended STS continues to be enhanced and extended in line with the organisation’s business in line with the organisation’s business growthgrowth

STS TodaySTS Today

Channels:Channels: IVRIVR Sales ConsultantsSales Consultants WebWeb

ApplicationsApplications SalesSales MarketingMarketing OperationalOperational

eBS TodayeBS Today

Supports over 20 applicationsSupports over 20 applications Supports 15 million transactions a day with a Supports 15 million transactions a day with a

peak load of 450 transactions a secondpeak load of 450 transactions a second Provides a composite application platformProvides a composite application platform Provides an information frameworkProvides an information framework It is a core part of the organisation’s IT It is a core part of the organisation’s IT

infrastructureinfrastructure

eBS TodayeBS Today

eBS Development and Deployment Platform:eBS Development and Deployment Platform: Windows 2000 & 2003Windows 2000 & 2003 SQL Server 2000SQL Server 2000 C++ 6.0, Visual Basic 6.0C++ 6.0, Visual Basic 6.0 .NET (C#).NET (C#)

The Integration ArchitectureThe Integration Architecture

Adding Value to EAIAdding Value to EAI

The Typical View of EAIThe Typical View of EAI

Layers of IntegrationLayers of Integration

Service Orientated Architecture (SOA)Data Aggregation - Information

Business Rules

Information Information IntegrationIntegration

Data Data IntegrationIntegration

ConnectivityTransformation

Process Process IntegrationIntegration

Orchestration/WorkflowComplex Business Rules

Business Process ModelingBusiness Activity Monitoring

eBusiness ServiceseBusiness Services

etc...

Backend Systems

eBS

EAI:

· Connectivity· Transformation

· Web Services· MQSeries· TIBCO· HIS

Technical Framework:

· Transaction Management

· Information Model

· Reference Data Management

· Session Management

· Instrumentation· Error

Management· Configuration

Management

Business Framework:

· Process Management

· Workflow· Business

Activity Monitoring

· Configurable functionality

· Problem management

· Enable and Disable functionality

· Business context (marketing, billing, provisioning etc)

STS Service

IVR Service

Other Services

STS

IVR

Process Integration Information Integration Data Integration

STS and eBSSTS and eBS

STS consumes a number of eBS Business STS consumes a number of eBS Business ServicesServices Whole of customer viewWhole of customer view Service order provisioning (new connections, Service order provisioning (new connections,

disconnections, moves, modifications etc)disconnections, moves, modifications etc) BillingBilling Single BillSingle Bill Product Packaging.Product Packaging.

Integration TechnologiesIntegration Technologies

Microsoft Host Integration ServerMicrosoft Host Integration Server IBM MQSeriesIBM MQSeries Web ServicesWeb Services TIBCOTIBCO

Host Integration ServerHost Integration Server

COMTI to access CICS and IMS transactionsCOMTI to access CICS and IMS transactions Multiple mainframe technologiesMultiple mainframe technologies TransactionalTransactional Tied into the integration layerTied into the integration layer Zero impact, zero footprint on the mainframeZero impact, zero footprint on the mainframe Enabled by aggregationEnabled by aggregation Reliable, scalable technologyReliable, scalable technology 4 servers across 2 data centres4 servers across 2 data centres Working across organisationsWorking across organisations

Web ServicesWeb Services

Use of the WS-I (Web Services Use of the WS-I (Web Services Interoperability Organization) basic profile to Interoperability Organization) basic profile to aid interoperability.aid interoperability.

In production:In production: Consuming Web Services built with WebSphere.Consuming Web Services built with WebSphere. Exposing Web Services that are consumed by J2EE Exposing Web Services that are consumed by J2EE

applicationsapplications

Design work underway to implement in .NETDesign work underway to implement in .NET

The ArchitectureThe Architecture

The scary slides…The scary slides…

Client InteractionsClient Interactions

ClientClient

IISIIS

Load Balanced MSMQLoad Balanced MSMQ

eBSeBS

XMLHTTPXMLHTTPXMLHTTPXMLHTTP

The Production EnvionmentThe Production Envionment

Load balanced web servers, using hardware Load balanced web servers, using hardware load balancingload balancing

Multiple clustered application servers using Multiple clustered application servers using MS Cluster ServerMS Cluster Server

Multiple clustered database servers using Multiple clustered database servers using MS Cluster Server – grouped by task:MS Cluster Server – grouped by task: LoggingLogging TransactionsTransactions State ManagementState Management

Host Integration Server - clusteredHost Integration Server - clustered Operating across two data centresOperating across two data centres

Managing A Complex Managing A Complex EnvironmentEnvironment

ManagementManagement

Use of models to capture and analyse Use of models to capture and analyse dependencies.dependencies.

Coordination of initiatives within a release Coordination of initiatives within a release by dedicated management team.by dedicated management team.

Use of standard configuration management Use of standard configuration management tools and processes, aiming for CMMI 5.tools and processes, aiming for CMMI 5.

Implement appropriate solution governance Implement appropriate solution governance and change control boards to maintain and change control boards to maintain application integrity and visibility of change.application integrity and visibility of change.

DesignDesign

Integrated methodologiesIntegrated methodologies Close relationship between development and Close relationship between development and

businessbusiness BA’s that understand technologyBA’s that understand technology Architects that understand the businessArchitects that understand the business PrototypingPrototyping Modeling toolsModeling tools Documentation standardsDocumentation standards

Infosys Design ApproachInfosys Design Approach

Infosys implements a mature approach to Infosys implements a mature approach to solution design, from requirements to solution design, from requirements to architecturearchitecture

InFlux:InFlux: ProcessesProcesses StandardsStandards InFlux Workbench – business modeling toolInFlux Workbench – business modeling tool Develop application models from business Develop application models from business

modelsmodels Code generationCode generation

BuildBuild

Heavy reliance on framework and Heavy reliance on framework and architecturearchitecture

Automated code generation as much as Automated code generation as much as possiblepossible

Developers “fill in the gaps”Developers “fill in the gaps” Automated, planned unit testingAutomated, planned unit testing Documentation standardsDocumentation standards Reliance on configuration managementReliance on configuration management

DeploymentDeployment

Coordinated release calendar for core Coordinated release calendar for core systemssystems

Application of build and package tools to Application of build and package tools to provide consistency between dev, test and provide consistency between dev, test and production environments.production environments.

Capability to pilot business critical Capability to pilot business critical functionality in production to a select user functionality in production to a select user basebase

Lessons LearntLessons Learnt

Lessons LearntLessons Learnt

Agile and Interative Development worked in Agile and Interative Development worked in this case:this case: Requirements were unclear and were gathered Requirements were unclear and were gathered

during developmentduring development

Prototyping is essential:Prototyping is essential: The solution was proven before development The solution was proven before development

Reusable Business Services worked:Reusable Business Services worked: Provided value beyond the initial applicationProvided value beyond the initial application

The architecture worked:The architecture worked: 99.999% availability achieved99.999% availability achieved

Web Services have been successfulWeb Services have been successful

Lessons LearntLessons Learnt

Web Services are ready for use:Web Services are ready for use: Performance has not been an issuePerformance has not been an issue .NET has been stable, reliable and fast.NET has been stable, reliable and fast WS-I has worked as expected, with only minor WS-I has worked as expected, with only minor

issuesissues .NET is communicating with both Sun Java and .NET is communicating with both Sun Java and

WebSphere with only very minor issues encounteredWebSphere with only very minor issues encountered

Side-by-side deployment is the best model for Side-by-side deployment is the best model for versioningversioning

Standards support is interoperable across Standards support is interoperable across platforms when the rules are followed.platforms when the rules are followed.

Mapping the Current Mapping the Current Product SetProduct Set

If we built it now…If we built it now…

Technologies that WorkedTechnologies that Worked

Web ServicesWeb Services Host Integration ServerHost Integration Server Windows ServerWindows Server MQSeriesMQSeries .NET.NET

Solution Design OptionsSolution Design OptionsIf we built something similar today:If we built something similar today:

We’d still use Windows ServerWe’d still use Windows Server We’d use .NETWe’d use .NET We’d make use of Web ServicesWe’d make use of Web Services We’d still build a composite applicationWe’d still build a composite application We’d use an EAI product for part of it, at leastWe’d use an EAI product for part of it, at least We’d build it with a Windows UIWe’d build it with a Windows UI

What is a Composite What is a Composite Application?Application?

Composite applications deliver new Composite applications deliver new business functionality by composing business functionality by composing existing IT assets rather than starting from existing IT assets rather than starting from scratch, building on the inherent value of a scratch, building on the inherent value of a service oriented infrastructureservice oriented infrastructure

eBS as a Composite ApplicationeBS as a Composite Application

etc...

Backend Systems

eBS

EAI:

· Connectivity· Transformation

· Web Services· MQSeries· TIBCO· HIS

Technical Framework:

· Transaction Management

· Information Model

· Reference Data Management

· Session Management

· Instrumentation· Error

Management· Configuration

Management

Business Framework:

· Process Management

· Workflow· Business

Activity Monitoring

· Configurable functionality

· Problem management

· Enable and Disable functionality

· Business context (marketing, billing, provisioning etc)

STS Service

IVR Service

Online Service

Other Services

STS

Self-Help

IVR

Process Integration Information Integration Data Integration

Developing a Composite Developing a Composite ApplicationApplication Use specialised software (eg; TIBCO)Use specialised software (eg; TIBCO) Use BizTalk ServerUse BizTalk Server Roll your ownRoll your own

Business RulesBusiness Rules

BizTalk provides the building blocks for a BizTalk provides the building blocks for a Composite Application:Composite Application: It executes business rules:It executes business rules:

OrchestrationsOrchestrations Business Rules EngineBusiness Rules Engine BAMBAM

It supports reusable business rulesIt supports reusable business rules It is highly scalableIt is highly scalable It communicates across multiple platforms and It communicates across multiple platforms and

protocolsprotocols

The challenge is in using it properly though!The challenge is in using it properly though!

The Presentation LayerThe Presentation Layer

The browser UI doesn’t cut it any more:The browser UI doesn’t cut it any more: It is slowIt is slow It lacks functionalityIt lacks functionality It lacks desktop integrationIt lacks desktop integration It is expensive to developIt is expensive to develop

Smart Client DevelopmentSmart Client Development

Smart Client development provides:Smart Client development provides: Faster developmentFaster development Richer UIRicher UI SecuritySecurity Desktop and Office IntegrationDesktop and Office Integration Web Services (HTTP) communciationWeb Services (HTTP) communciation Automated deploymentAutomated deployment

FrameworksFrameworks

The AIS FrameworkThe AIS Framework

AIS is currently in design as potential AIS is currently in design as potential framework for future releases of eBSframework for future releases of eBS

AIS is based on knowledge from the project, AIS is based on knowledge from the project, and a part of the projectand a part of the project

Targeted at large system developmentTargeted at large system development Doesn’t specifically provide eBSDoesn’t specifically provide eBS Works with XDE, Visual Studio.NETWorks with XDE, Visual Studio.NET

The AIS Framework The AIS Framework Design Tools :Design Tools :

Integration with Visual Studio.NET 2003, Integration with Visual Studio.NET 2003, Rational XDE and Visual Studio.NET 2005 Rational XDE and Visual Studio.NET 2005 design tools for model-driven development.design tools for model-driven development.

Information model development tools.Information model development tools. Automated code generation from class Automated code generation from class

diagrams and activity diagramsdiagrams and activity diagrams Component catalogueComponent catalogue Support for multiple domains to allow Support for multiple domains to allow

components to support multiple, components to support multiple, independent applicationsindependent applications

The AIS Framework The AIS Framework Development Tools (1):Development Tools (1):

Data access layerData access layer Reference data managementReference data management Web Service accelerators to automatically Web Service accelerators to automatically

generate Web Services from models, generate Web Services from models, allowing Web Services across multiple allowing Web Services across multiple protocols and transports in addition to HTTPprotocols and transports in addition to HTTP

Logging and instrumentationLogging and instrumentation Error management infrastructure and error Error management infrastructure and error

message translationmessage translation

The AIS Framework The AIS Framework Development Tools (2):Development Tools (2):

Data transformationData transformation Automated unit testing through automatic Automated unit testing through automatic

generation of GUI-driven test harnessesgeneration of GUI-driven test harnesses

The AIS Framework The AIS Framework Execution Support:Execution Support:

Instrumentation frameworkInstrumentation framework Error management separated from Error management separated from

application codeapplication code Configurable support for multiple transport Configurable support for multiple transport

and pluggable adaptersand pluggable adapters Proven ability to develop scalable Proven ability to develop scalable

applicationsapplications

The Radien FrameworkThe Radien Framework

ConclusionConclusion

Points to Take AwayPoints to Take Away

Integration of multiple systems is achievableIntegration of multiple systems is achievable The ROI is attractiveThe ROI is attractive Aim for additional value from EAIAim for additional value from EAI

Aim for a Service BusAim for a Service Bus Aim for integrated, reusable business rulesAim for integrated, reusable business rules

Architecture is importantArchitecture is important Windows and .NET workWindows and .NET work

Points to Take AwayPoints to Take Away

Broaden the vision for EAI Broaden the vision for EAI Look for reusable rules on linksLook for reusable rules on links

Web Services do achieve their aims in real-Web Services do achieve their aims in real-lifelife WS-I does workWS-I does work Scalability is achievable in the real worldScalability is achievable in the real world Any issues encountered can be overcomeAny issues encountered can be overcome

Rethink the browser deployment modelRethink the browser deployment model There are other and better optionsThere are other and better options Prepare for the Longhorn futurePrepare for the Longhorn future

Questions?Questions?

For further information:For further information: See us at our standSee us at our stand Email kevin_francis@infosys.comEmail kevin_francis@infosys.com

© 2005 Microsoft Corporation. All rights reserved.This presentation is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.