provider; and the customer can find out who can
provide that service through a registry of services.
The service-oriented architecture is used in the
implementation of Web services (Barry, 2003).
However, service-oriented architecture is about
the design and management of dynamic technical
architecture, not the management of peopleoriented
services.
Some confusion can be caused in IT circles
by referring to the process of IT service management,
which centres on the provision of service
desks and the management of service operations,
as service-oriented IT management. “Servicecentric”
may be a better term because it focuses
on the service nature of the IT function. It is
important to understand the need for a shift to a
service mindset, which sets the technology – even
service-oriented architecture – in the context of
the people it serves.
The join between service-oriented architecture
and service-centric IT management may be
found in the glue of the service-level agreement
which will define the nature of the service and
the quality parameters of the service. Serviceoriented
architecture then provides a framework
for delivering the technical components required
as part of the service. IT service managers must
then worry about the delivery of the service as
a whole.