Title: A top-down approach to aligning business service centres with business processes

Authors: Amit Fisher, Fabiana Fournier, Dagan Gilat, Guy Rackham, Natalia Razinkov, Segev Wasserkrug

Addresses: IBM Haifa Research Lab, Haifa University Campus, Mount Carmel 31905, Israel. ' IBM Haifa Research Lab, Haifa University Campus, Mount Carmel 31905, Israel. ' IBM Haifa Research Lab, Haifa University Campus, Mount Carmel 31905, Israel. ' IBM Global Services, 11 Madison Ave, New York, 10010-3643 NY, USA. ' IBM Haifa Research Lab, Haifa University Campus, Mount Carmel 31905, Israel. ' IBM Haifa Research Lab, Haifa University Campus, Mount Carmel 31905, Israel

Abstract: Business Service Centres (BSCs) design a framework for defining non-overlapping, independent, reusable, cost-effective business centres that provide business services. Business services define the way service centres interact and exchange information and assets to achieve business goals. BSC modelling offers many advantages over traditional techniques such as reuse, simplicity, implementation autonomy and responsiveness. On the other hand, defining and modelling Business Processes (BPs) is a critical factor in improving business performance. We propose a top-down approach from the business level to the operational level, taking advantages of both BSC and BP approaches. Using the guidelines described in this framework, business designers can use both BSC and BP techniques to provide an end-to-end view of business operations. In a climate of constant and unpredictable change, synergy between process thinking and service centre thinking becomes essential to the success of enterprises.

Keywords: business services; business processes; business service centres; service centre collaboration; service interaction; modelling; business performance.

DOI: 10.1504/IJSOI.2008.021335

International Journal of Services Operations and Informatics, 2008 Vol.3 No.3/4, pp.207 - 220

Published online: 19 Nov 2008 *

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