Service Orientation Lessons learned

1
Service Orientation Lessons learned

• Keith Hurwitz
• Federal Platform Strategy Advisor
• Microsoft Public Sector
• keith.hurwitz_at_microsoft.com

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Observations

• Dont try to boil the ocean
• Start with a specific business problem
• Include business stakeholders early
• Dont forget the users
• Iterate
• Service orientation is not a product

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Questions?
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Connected Systems Customers

• CitiVision 270 apps, 12,000 users
• Tailors CRM, info to local markets, segments

• Integrated Dell Desktop 8k users, 40 apps
• 40 margin, 16x expected ROI
• -10 call duration, -45 training, -66 LOC

• Real time customer integration
• Enabling business model experimentation

• CommSee 21k users, 100 apps
• Primary branch experience

• Thomson ONE Portfolio
• Integration for investment managers