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5 - Gleaning business value
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PART 5 - CASE STUDIES
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13 - Cultural factors
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PART 4 - SERVICE-ORIENTED MANAGEMENT
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4 - Service-oriented process redesign
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2 - Execution management
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Contents
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Preface
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PART 1 - OVERVIEW
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Service Orientation
- Winning Strategies and Best Practices
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PART 3 - SERVICE-ORIENTED ARCHITECTURE
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11 - The “big picture”
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9 - Service design
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14 - Queensland Transport: a case study in service orientation
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12 - Service-level agreements
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Index
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References
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15 - Credit Suisse: a case study in service orientation
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Useful sources of information
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1 - Basics of service orientation
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