SOA

1
SOA
Service Oriented Architecture
?????????? ??????? ???????
2
????????? ?? ?????
????? ????? ?????? ????? ?????? ????? ????????
?? ?????? ??????. ????? ?????????? ????? ??????
?? ??????. ????? ? SOA ????? ?????? ?? ??????
?????? ????? ?????? ??????? ????? ??????? ??
????? ????????
3
??????

• ???? ???? ????????
• ?????
• ????? SOA
• Services
• Loose Coupling
• ESB
• Web Services
• Service Classification
• BPM
• SOA ???????
• ????? ???? ?? SOA
• ?????? ?????? ?????(MEP )
• ???????
• ?????? ??????
• Service Management

4
??????? ??????

• )Time To Market (TTM)????? ???? ?? ??? ????
  ?????)
• Globalization
• AM
• Multi Channel
• ??????? ?????? ???????? ???????(Business Agility)
• ?????? ????? ??????? Legacy
• ? IT ???? ????
• SaaS

5
??????? ??????????

• Legacy
• ????? ?? ???????
• ????? ???????
• ??????? (BPM)
• ????? ??????
• ???????
• Wireless
• ????? ????
• IVR
• ????? ?????
• SOA
• SaaS

• ????? ?????? ??????
• B2B
• B2C
• ????? ????? ?? ??????
• B2E
• B2M
• ????? ?????? ?????
• CRM
• SCM
• ERP
• BI
• KM

6
????? ?? ???? ?????

• ????? ? IT ????? ????? (Commodity)
• ????? ????? ?? ??????? ? IT
• ????? ????? ??? ?????? ?? ?? ??????
• ?????? ???????? ??????? ?? ??? ????????
• ????? ?????? ??????? ?? ??? ????????
• ???? ????? ??? ?????? ??? ?????
• ???? ??? ???? IT....

7
????? ?? ???? ?????

• ???? ??? ????
• ????? ???
• ????? ????? ???
• DB ???
• ??? ?????? ???
• ??? ????? ?????
• ??? ????? ???
• ????? ????? ?????
• ??????? ????????? ???
• ????? ????? ???
• ???? ??? ??????? ??????? ??? ???????.....

8
??????? ?????????

• ???????? ?????? ?? ???? ?buy before build-
• 50 ????????? ?????? ?? ???? best of breed
• ????? ??????????
• ???? ?????? ?? ?????? ??????? ??????????
• ???? ???????? ?????? ???? ??????????
• ?????? ?????????? ??????? ?? ?-time to market ??
  ?????? ????? ???? ??? ???? ???
• ?????? ?????????? ??????? ?? ?????? ?? ??????
  ?????, ??????? ??????? ?? ???? ???????? ??????,
  ???????? ???????????
• 90 ????????? ?????? ??????????
• ? 30 ????? ?????? ?????? ?????? ????? ??????????

9
????? ??????
10
?? ?? ??????? ?????????

• Application Integration
• ??????? ?????? ???? ??????? ?????? ??????? ?????
  ?????? ??? ??? ?????????? ?? ?? ??????? ,??
  ??????(???? ?????? ???? ??????)
• ??????? ?????
• ??????? ????????? ???? ????? ???? ?? ?????
• ??? ???????? ?????????? ?? ???????? ?????? ?????
• ???? ?? ???? ?? ?? ????? ??? ?????? ?????????
• ???? ????? ?? ?????? ???? ?????? ??????????
  ????!!!

11
????????? ?? ?? ?
Application B
Application A
User Interface
User Interface
Presentation Integration
Application Logic
Application Logic
Application Integration
Data
Data
Information Integration
12
Information Integration

• ????? ????? ?????? ??????
• ????? ??????
• ????(CRUD) ??????? ??? ???????? ??? ????????
• ???? ????? ??????
• ????? ????? ?????? ?? ????? ?????? ????
• ????? ?? ??? ?????? ????? (SQL)
• ????? ??????? BI ???? ?? ?? ??????

13
Information Integration - ETL
ETL
Transform
14
Application Integration

• ????? ????? ?? ??????? ??? ???????? ???? ???????
  ?????????
• ????? ????? ???? ?????? ?????? ???? ?????? ?????
  ????? ?? ????????? ?????
• ????? ???? ?????? ?????? ??????
• ????? ?? ???? ???? Service Oriented

15
??????? ??????
"??? ???????" ???????? ????????
16
Presentation Integration

• Look feel ???? ??? ??????????
• (?????? ???? ????? ????? ??????)
• ????? "????? ?????" ???? ??????? ?? ??????????
  ?????????? ??????
• ????? ????? ??? ????? ????? ?????, ?? ?? ??????
  ?????
• ????? ????? ?????? ?????? ???????? (????? ????
  ??? ??????????)
• ????? ???...

17
Presentation Integration
Portal
18
????????? ???? ???? ?????? Portal
Data
Data
Data
Data
19
??????

• ???? ???? ????????
• ?????
• ????? SOA
• Services
• Loose Coupling
• ESB
• Web Services
• Service Classification
• BPM
• SOA ???????
• ????? ???? ?? SOA
• ?????? ?????? ?????(MEP )
• ???????
• ?????? ??????
• Service Management

20
????? 1 ???? ????? ?????? ??????
T-Bank

• ??? ??? ?????.
• ??? ?????? ?? ??????? ???????
• ?????? ??????? ??"? ?????? ???????
• ?????? ?????? ?????

21
????? ????? ??????? T-Bank

• ????? ??????.
• ????? MF, Z/OS, DB2, COBOL
• ????? ????? ??"?
• ????? ?????? ???? ??????
• ????? ???? ??????? ???
• ?????? ????? ????? ???????,CRM , ?????? ???????,
  HR
• ????? ???? ????? ?????? ?????, ?????? ?????

22
T-Bank
??"?
???????
GL
SAP Win
????????
???? ??
CRM
UNIX
???????
?????? ???
Swift
UNIX
Package Linux
23
T-Bank ????????? MOM
??"?
CRM
???????
????????
Swift
???? ??
???????
?????? ???
24
T-Bank ????????? ?? ????? ?????

??"?
????????
?????? ???
25
????? ???? ????? T-Bank

CRM
???????
??"?
??????? ?????
?????
??"? ?????
????? ???? ????? ?????? ??????? ?????? ??????? ??
???? ?????? ???????
26
T-Bank ??????

• ???????? (Redundancies)
• ???? ???????? ????????
• ??-?????? ????????
• ????????? ?????? ????? ????

27
????? 2 ???? ????? ?????? ???????
S-Bank

• ??? ??? ?????.
• ??? ?????? ?? ??????? ???????
• ?????? ?????? ?????

28
S-Bank ???? ??????? ??"?
????? ????
?????
?????
????? ????
?? ?????
?????
????? ?????
????? ?????
???? ?????
??? ?????
????? ???
29
S-Bank ???? ??????? ???? ??
????? ????
?????
????? ????
?????
?? ?????
?????
????? ?????
????? ?????
???? ?????
??? ?????
????? ???
????
30
S-Bank ???? ?? ??????? ? Services
?????, ????? - ???? ?????? ????? ????? ??
????? ?? ????? ?????? ????? (????,
????, ?????) ????? - ?? ?????? ???
???? ???? - ????? ??? ??? ???????? -
????? ???? ???????? ???? ?????
???? ?????? ???????? ??????? ?????????? ??????
31
????? ???? ????? S-Bank
????? ????
?????
?????
????? ????
?? ?????
?????
????? ?????
????? ?????
???? ?????
??? ?????
????? ???
????? ??
32
- ????????? ?????? ??????? ??????S-Bank
33
??????? S-Bank

• ???????? ?? ????? ( Orchestration ( ?? Services
• ?????? ? Services ?????? ?????? ?????? ??????
  ????????
• ???????? ?????? ????? ?????? ?? ?????? ????????
  ??????? ?? ???????? ?? ?????.
• ????? ??????? ??????? Service Orchestration
  ?????? ?????? ???????

34
S-Bank ????? ???? ?????

• ????? ??????? ?? ???? ?? Services ???? ???? ?????
• ??? ???? ?????/?????? ??? ?? Services
• ????? ? Services ?????? ??? ?????

????? ?? ???? ??????? ????? ?????? ????? ??????
???????
35
??????

• ???? ???? ????????
• ?????
• ????? SOA
• Services
• Loose Coupling
• ESB
• Web Services
• Service Classification
• BPM
• SOA ???????
• ????? ???? ?? SOA
• ?????? ?????? ?????(MEP )
• ???????
• ?????? ??????
• Service Management

36
????? SOA

• SOA ??? ????? ??????????? ??????? ?? ?????
  ??????? ????????.
• ??? ????? ?? ?????? ?????.
• ???????? ?? ???? ?????? ????? ????? ??? ?? ???
  ??????.
• ????? ????? ?????? ?????, ????? ???? ??????,
  ???? ???? ????? ???? ???? ????? ??????. ????????
  ?? ??????????, ????? ???? ?????? ?? ???.
• ???? ?????? ????? ???????? ?????.
• ???? ?????? ??????? ? SOA ??????? ???????
  ?????????? ?????? ????? ?????????.

37
??? SOA

• ???? ?????? ??????
• ????? ????? ???????? ?????? ?????? ???????
• ????? TTM
• ????? ?????? IT
• ??????????? ???????
• ???? ?????? ??????????
• ???? ???? ??????????(?????? , ???????,
  ??????)

38
??????

• ???? ???? ????????
• ?????
• ????? SOA
• Services
• Loose Coupling
• ESB
• Web Services
• Service Classification
• BPM
• SOA ???????
• ????? ???? ?? SOA
• ?????? ?????? ?????(MEP )
• ???????
• ?????? ??????
• Service Management

39
????? (Service)

• ????? ??? ?????? ??????? ?? ????? ?????? ??
  ?????????? ?????? ???????.
• ????? ????? ????? ????? ????.
• ???? ?? ????? ????? ??????? ???? ????? ????
• ?????? ??? ????? ?????. ????? ?????? ????? ?????
  ?????????????? ???? ??? ???? ??????
• ?????? ??? ???? ???? ?????????
• ??? ???????? ???? ????? ????(Loose Coupling)

40
Key aspects

• Services are loosely coupled
• Services facilitate interoperability
• Services are reusable
• Services can be discovered
• Services can be composed to form larger services
• Services adhere to a service contract
• Services are stateless
• Services are autonomous
• Services hide their logic
• Services use open standards

41
Key aspects

• Services are independent. They dont know or care
  whether the service is
• Running on Windows, J2EE or a Mainframe
• Written in assembler, C, Java, or COBOL.
• Running on a machine in the U.S., India, or China
• Being served by a CRM system, ERP system, or a
  database

42
?????
43
??????? - ????????
Service 6
Service 2
Service 1
Process Service
Service 4
Service 5
Service 3
44
??????? ???????? ????? ?????
1
2
3
?????
?????
????? ?????
???? ?????
?????
?????
?????
?????
45
??????? ???????? - ?????/????? ????? ?????
1
2
???? ???? ???
????? ????
?????
????? ????
???? ????
????? ????
46
??????? ???????? - ?????/????? ?????
1
2
????? ????????
?????
??? ?????
????? ??????
????? ??????
47
????? ???????????

• ?????????? ?????
• ???????? ??????? ??????? ??????
• ?????????? ?????
• ?????????? ???????- ?????? ??????? ????? ???????
  ?????
• ?????????? ?????? - ???? ??????
• ?????????? ????????? - ?????? ?????? ??????????

48

?????????? ?"????? ???????"

• ??????????? ????? "???? ????" ??????? ?? ????
  ??????? ??? ??????? ?????.
• ??? ?"????? ???????" ????? ?????? ??-?????,
  ??????? ?????????, ??????? ???? ?????????, ??
  "????? ?? ????", ?????? ?????. ????? ???? ?????
  ??????, ????? ????? ?? ??? "???? ???????" ???.

49
Architectural Layers
Business Process Layer
Order
Account
Employee
Customer
Service Layer
Finance
LotusNotes
Application Layer
ERP
CRM
Directory
HR
IBMCICS
Technology Layer
Microsoft.NET
Linux
J2EE
50
????? ???????
Consumer
Service
Consumer Interface
Service Interface
Intermediate
51
??????

• ???? ???? ????????
• ?????
• ????? SOA
• Services
• Loose Coupling
• ESB
• Web Services
• Service Classification
• BPM
• SOA ???????
• ????? ???? ?? SOA
• ?????? ?????? ?????(MEP )
• ???????
• ?????? ??????
• Service Management

52
- ????? ????Loose Coupling

• Loose coupling
• The concept of reducing the dependencies between
  systems. There are different ways to decrease
  the tightness of coupling between systems, such
  as having different object models, using
  asynchronous communication, or using compensation
  instead of 2PC to maintain consistency. In
  general, loose coupling leads to more complexity.
  For this reason, in a specific SOA you have to
  find the right amount of loose coupling.

????
53
- ????? ????Loose Coupling
????
54
?????
????
55
??????

• ???? ???? ????????
• ?????
• ????? SOA
• Services
• Loose Coupling
• ESB
• Web Services
• Service Classification
• BPM
• SOA ???????
• ????? ???? ?? SOA
• ?????? ?????? ?????(MEP )
• ???????
• ?????? ??????
• Service Management

56
Enterprise Service Bus
57
Common ESB Definition

• Gartner
• An ESB is an architecture that exploits Web
  services, messaging middleware, intelligent
  routing, and transformation. It must support
  request/response communication between loosely
  coupled SOA business components and one-way
  message delivery for sending notifications to
  event-driven business components. It must also
  allow more-complex message exchange patterns
  (MEPs).

58
ESB

• ?????? ?????? ???? ?? SOA
• Backbone ????? ?????????? ?????? ???????? ? Web
  Services ?????? ????? ??????
• ????????? ?????? ????? XML ?????? ????????? ??
  Web Services.
• ????? ?????? ????????? ??? ???????
• ????? ????? ???????? ??, Messaging,
  Transformation, Intelligent Routing

59
ESB
60
?????? ESB

• ????? ????????
• ????? ????? ????? ??????? ????????, ????
  Security, Management, Transactions, Load
  Balancing
• ???? ????????? ??? ???????
• ???? ????????????? ????? ?? ????? ????????
• ????? ????? ????????????? ???????
• ????? ????? ?????? ?? ???? ?????

61
?????
62
??????

• ???? ???? ????????
• ?????
• ????? SOA
• Services
• Loose Coupling
• ESB
• Web Services
• Service Classification
• BPM
• SOA ???????
• ????? ???? ?? SOA
• ?????? ?????? ?????(MEP )
• ???????
• ?????? ??????
• Service Management

63
SOA Web Services

• Web Services ????? ????
• SOA ??????? (???? ?????? ????)
• Web Services ?? Enabling Technology ?????? SOA
• SOA ??? ? Web Services

64
??????? ????? ?? Web services

• A web service is programmable application logic
• accessible via standard Web protocols (HTTP, XML)

65
?????

• ??? ???? ??? ?????? ?? ??? ????, ??? ???? ????
  ???? ???? ?????????
• ?????? ???? ???? ?????? ??

66
????? ???????

Client
Service
Client Interface
Service Interface
Intermidiete

67
?????????? Webservices ??? ?????
Technology stack
Common Choices
68
????? ??????? ??????? ? Webservice
69
????? ??????? ??????? ? Webservice
70
SOAP
71
The Need for Contracts
Service Consumer
Service Provider
Business Logic
Security
Management
Business Logic
Security
Management
Web Services
Message Processing
Message Processing
Transport
Transport
72
Contracts Based on Standards
Business Logic
Security
Management
Message Processing
SOAP
Transport

HTTP
FTP
WSDL
73
?????????? Webservices ??? ?????

Middle
74
WSDL

• WSDL stands for Web Services Description Language
  
• WSDL is written in XML
• WSDL is an XML document
• WSDL is used to describe Web services
• WSDL is also used to locate Web services

WSDL is a document written in XML. The document
describes a Web service. It specifies the
location of the service and the operations (or
methods) the service exposes.
75
WSDL
76
????? ????? ??? ?????? ??????
77
UDDI

• Universal Description, Discovery and Integration.
  
• ???? ????? ?? UDDI ?"??? ??????? ??????? ???".
  ??? ???? ???? ?????, ?????? ?????, ???? ???? ???,
  ????? ??????? ????, ?????? ??? ?????? ?? ???
  ??????, ?????? ?? ?????? ???, ???-??? ?????? ??
  ??????? ?? ?????? ????, ???'.
• ?????? ????? ?? ??? ?????? ?????, ??????? ?????
• ?????? ???????? Dell, Fujitsu, HP, Hitachi, IBM,
  Intel, Microsoft, Oracle, SAP, Sun ???? ???
  UDDI ????? ?????? ????? ????.
• ???? ??, The UDDI Business Registry, ????? ??
  ??????? ?? UDDI ???? ???? ??? ?????? ??? ??????
  ?????? ?? ????????? ?????? ???? ????
• ?????? ??????? ???? ????? ?? ??? WSDL

78
UDDI

• ???? ????? UDDI ????? ?????? ?????? ????????
  ?????? ????
• ????? ?????? ?? ???????? ?????? ??????? ?????? ??
  ??? ??? ????????, ???? ?????? ?? ??????.
• ?????? ?????? ?????????? ???? ??????? ???????
  ???? ???? ???? ???????? ??????? ???????? ????,
  ???? ????? ?? ??? ????? ????.
• ???????? ???????? ?????? ???????? ???????? ??????
  ??? ??? ??? ????.
• ????? ????? ????? ?? ???? ???????? ?????? ?????.

79
??????? ? WS

• ????? ????????? ??????? ????? ??? ??????,??????
  ?????? ??????
• ????? ????? ???????? ?? ??? ????? ???????? ????
  ??????
• ????? ???????? ????? ????? ??????? ??????? ????
  ???????
• ???? ????? ??????? ???? ?? ??? ????? ???????????
  ?????? ???????? ????? ????? ?????? ????? ????? ??
  ??? ?????

80
?????? ??? - ?????? ??????

Service Registry
Find WSDL UDDI
Publish WSDL UDDI
Service Requester
Service Provider
Bind SOAP WSDL
81
Web Services Stack
Discovery Stack
????? ??????
UDDI
Security Transactions
Description Stack
????? ??????
WSDL BPEL
Wire Stack
????? ?????
SOAP REST
82
SOAP Structure
83
WS ?????
84
??????

• ???? ???? ????????
• ?????
• ????? SOA
• Services
• Loose Coupling
• ESB
• Web Services
• Service Classification
• BPM
• SOA ???????
• ????? ???? ?? SOA
• ?????? ?????? ?????(MEP )
• ???????
• ?????? ??????
• Service Management

85
ESB ????? ???????

86
Fundamental SOA
87
Federated SOA
88
Process Enabled SOA
89
?????
90
??????

• ???? ???? ????????
• ?????
• ????? SOA
• Services
• Loose Coupling
• ESB
• Web Services
• Service Classification
• BPM
• SOA ???????
• ????? ???? ?? SOA
• ?????? ?????? ?????(MEP )
• ???????
• ?????? ??????
• Service Management

91
??????? ?? ??????? ??????
92
?????? ?? ???? BPM
93
BPMN
94
????? BPM
95
??????

• ???? ???? ????????
• ?????
• ????? SOA
• Services
• Loose Coupling
• ESB
• Web Services
• Service Classification
• BPM
• SOA ???????
• ????? ???? ?? SOA
• ?????? ?????? ?????(MEP )
• ???????
• ?????? ??????
• Service Management

96
?????????? ????? ?????????? ?????
?????/????? ?? ??? ??????? (????? Rational ?????
????? ?????) ?????? ????? FLOW ???? ????? ???
???? ???? ?????? ?- FLOW ??????? ?? ?????? ??????
flows ??????? ???????? ????????. (??????? ???????
?? ?????? ????).
???? ??????? ?????? ???????? ?????? ?????? ?????
????? ??????? ????? ?? real time Enterprise
97
Gartner Group

• BAM defines the concept of providing
  real-time access to critical business performance
  indicators to improve the speed and effectiveness
  of business operations

98
Who Needs BAM?
IT Administrators
Systems Management
Business Analysts
Business Intelligence
99
Business Activity Monitoring
BAM software delivers real-time visibility and
alerts to business users for response and
analysis of their business operations
Analysis
Alerts
Response

• Model and capture events from a broad range of IT
  systems
• Filter and correlate to identify key events from
  event noise
• Visualize data with out-of-the-box tools for rich
  dashboards
• Generate user notifications and automated
  response to events

100
Responding within the Window of Opportunity
No Visibility
Time
Appropriate Response Taken
Situation Occurring
Situation Recognized
Visibility
Time
Automated Response
Time
101
BAM User Experience
102
SOA ??????? ?????
103
??????

• ???? ???? ????????
• ?????
• ????? SOA
• Services
• Loose Coupling
• ESB
• Web Services
• Service Classification
• BPM
• SOA ???????
• ????? ???? ?? SOA
• ?????? ?????? ?????(MEP )
• ???????
• ?????? ??????
• Service Management

104
??? ???? SOA
105
????? ??????? ????? SOA
106
????? ??????? ????? SOA
107
????? ???? ?????
108
??????

• ???? ???? ????????
• ?????
• ????? SOA
• Services
• Loose Coupling
• ESB
• Web Services
• Service Classification
• BPM
• SOA ???????
• ????? ???? ?? SOA
• ?????? ?????? ?????(MEP )
• ???????
• ?????? ??????
• Service Management

109
MEP

• Message exchange pattern
• A definition of the sequence of messages in a
  service call or service operation. This sequence
  includes the order, direction, and cardinality of
  the messages sent around until a specific service
  operation is done.
• The most important message exchange patterns are
  one-way, request/response, and request/callback
  (asynchronous request/ response).
• For example, the request/response MEP defines
  that a consumer sends a request message and waits
  for the answer, which is sent by the provider as
  a response message

????
110
Request/Callback

• A message exchange pattern where a service
  consumer sends a request message but does not
  block and wait for a reply. Instead, it defines a
  callback function that is called later, when the
  response message sent by the service provider
  arrives. Sometimes request/callback is called
  asynchronous request/response.

????
111
Request/Response

• A message exchange pattern where a service
  consumer sends a request message and expects an
  answer. Usually the consumer blocks until the
  response message sent by the service provider
  arrives. Sometimes, however, the blocking is not
  required. In that case, there is a separation
  between synchronous and asynchronous
  request/response. The latter is also known as the
  request/callback message exchange pattern.

????
112
Request/Response
????
113
One Way

• A message exchange pattern where a service sends
  a message without expecting a response. Another
  name for this pattern is fire and forget.

????
114
Two One Way
????
115
?????? ?????? ????? ?????
????
116
??????

• ???? ???? ????????
• ?????
• ????? SOA
• Services
• Loose Coupling
• ESB
• Web Services
• Service Classification
• BPM
• SOA ???????
• ????? ???? ?? SOA
• ?????? ?????? ?????(MEP )
• ???????
• ?????? ??????
• Service Management

117
??????? ?????
118
????? ????? ?? Service Call
119
??????

• ???? ???? ????????
• ?????
• ????? SOA
• Services
• Loose Coupling
• ESB
• Web Services
• Service Classification
• BPM
• SOA ???????
• ????? ???? ?? SOA
• ?????? ?????? ?????(MEP )
• ???????
• ?????? ??????
• Service Management

120
Idempotency

• The ability of services to deal with messages
  that are delivered more than once so that
  redeliveries do not have unintended effects. In
  an unreliable network, if you dont receive a
  confirmation, you dont know whether or not a
  message was delivered (it is possible that the
  receiver processed the message and its response
  was lost). If you want to be sure the message
  gets delivered and send the message again, the
  receiver should be able to deal with this second
  message in such a way that it does not produce an
  effect different from that of receiving the
  message only once. For example, if the message is
  a request to add money to a bank account, the
  receiver should add the money only once even if,
  for reliability reasons, the message was sent
  twice.

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????? ????? ????? ?????????
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?????? ?????? ?????
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??????

• ???? ???? ????????
• ?????
• ????? SOA
• Services
• Loose Coupling
• ESB
• Web Services
• Service Classification
• BPM
• SOA ???????
• ????? ???? ?? SOA
• ?????? ?????? ?????(MEP )
• ???????
• ?????? ??????
• Service Management

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Registry

• Registries manage services from a technical point
  of view, unlike repositories, which manage
  services from a business point of view.
  Registries manage all the technical details
  necessary for using services at runtime
  (signatures, deployment information, and so on).
  Usually, a registry is considered to be a part of
  the infrastructure (ESB).

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126
Repository

• Repositories manage services and their artifacts
  from a business point of view. That is, they
  manage interfaces, contracts, service-level
  agreements, dependencies, etc., to help to
  identify, design, and develop services. Unlike
  for a registry, the service description should be
  independent of technical details and
  infrastructure aspects. That is, it should not be
  necessary to change a repository when a company
  switches to a new infrastructure (ESB).

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????
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Service Management ?????