We use cookies and other similar technologies (Cookies) to enhance your experience and to provide you with relevant content and ads. By using our website, you are agreeing to the use of Cookies. You can change your settings at any time. Cookie Policy.

INTRODUCTION



IT Integration for Customer Experience

In our first two reports on IT integration for customer experience,*1 we covered a lot of ground, discussing the business and technology drivers for enterprise integration, the overall integration solution landscape, an eleven-point best practice integra-tion strategy for customer experience, and the pillars of that strategy: scenario-based integration and a networked integration environment.

Now, we are ready to discuss transitioning the networked integration environment (NIE) from an architectural view to a realized infrastructure, starting with the NIE backbone. As we mentioned in our last report, there are pertinent solutions from the service-oriented architecture (SOA) space that can provide NIE functions. One of particular note is the enterprise service bus (ESB), which is a viable candidate for the NIE backbone.

Unfortunately, the ESB is awash in confusion, propelled by the industryís need to associate products with service-oriented architecture. So, before we dive into a series of deep technical and product analysis reports on leading ESB solutions, we thought it was important to answer the major questions surrounding ESB.

Those questions are:

  1. What is an enterprise service bus?
  2. Is an enterprise service bus an architecture or a product?
  3. What are the enterprise service bus features and functions?
  4. What does the enterprise service bus look like?
  5. Is the enterprise service bus here to stay?

Before addressing the ESB questions, we provide a recap of the key concepts from our earlier integration reports: scenarios, shifts in application development and information delivery, and the networked integration environment.

Scenarios and Integration

There are three critical, interrelated views of integrationócustomer, business, and ITóeach taking the form of a scenario. The customerís scenario (her ideal experience) drives the business and IT scenarios.

From the customerís point of view, integra-tion refers to her total experience. A customer views integration as consistency, accuracy, unified information access, seamless interactions, and relevant, tailored-for-me company outreach.

To fulfill the customerís view of integration, business personnel think about the processes, infor-mation, systems, and hand-offs that need to be in place to support the customerís scenario. In addition, the business thinks about how to fund and measure the execution of the scenario. From the business point of view, integration is process and information, supported by systems.

-1-

1  2  3  4  5  

   Next Page

Explore Our Topics

  • EDITOR'S BRIEFING
  • Virtual Conferences
  • Webinars
  • Roundtables

BPM in Action

March 10, 2011

The sixth annual BPM in Action 2011 Virtual Conference will explore cutting-edge market developments in BPM and describe how to leverage them for improved business operation and performance. More

View All Virtual Conferences

Smart Case Management: Why It's So Smart.

Date:Nov 05, 2009
Time:12:00 PM ET- (17:00 GMT)

REGISTER TODAY!

Date:Oct 29, 2009
Time:15:00 PM ET- (19:00 GMT)

REGISTER TODAY!
View All Roundtables
  • Research Library
  • Podcasts
  • News

Joe McKendrick: Part II of II: Designing Evolve-ability into SOA and IT Systems

In part two of Joe McKendrick's recent podcast with Miko Matsumura, chief strategist for Software AG, they talk about how SOA and IT systems need to change and grow and adapt with the organization around it.

Listen Now

Phil Wainewright: Helping Brands Engage with Social Media

Phil Wainewright interviews David Vap, VP of products at RightNow Technologies, and finds out how sharing best practices can help businesses understand how best to engage with online communities.

Listen Now

Peter Schooff: Making Every IT Dollar Result in a Desired Business Outcome: Scott Hebner of IBM Rati

Scott Hebner, Vice President of Marketing and Strategy for IBM Rational, discusses a topic on the top of every company's mind today: getting the most from IT investments.

Listen Now

Jessica Ann Mola: Where Will BI Fit In? Lyndsay Wise Explains

In BI, this tough economy and the increasing role of Web 2.0 and MDM are certainly topics on people's minds today. WiseAnalytics' Lyndsay Wise addresses each of them in this informative podcast.

Listen Now

Dennis Byron: Talking with...Deepak Singh of BPM Provider Adeptia

Deepak Singh, President and CTO of Adeptia, joins ebizQ's Dennis Byron in a podcast that gets its hand around the trend of industry-specific BPM.

Listen Now
More Podcasts
  • Most Popular
  • Quick Guide
  • Most Discussed

Quick Guide: What is BPM?

Learn More

Quick Guide: What is Event Processing?

Smart event processing can help your company run smarter and faster. This comprehensive guide helps you research the basics of complex event processing (CEP) and learn how to get started on the right foot with your CEP project using EDA, RFID, SOA, SCADA and other relevant technologies. Learn More

Quick Guide: What is Enterprise 2.0?

A lot of people are talking about Enterprise 2.0 as being the business application of Web 2.0 technology. However, there's still some debate on exactly what this technology entails, how it applies to today's business models, and which components bring true value. Some use the term Enterprise 2.0 exclusively to describe the use of social networking technologies in the enterprise, while others use it to describe a web economy platform, or the technological framework behind such a platform. Still others say that Enterprise 2.0 is all of these things. Learn More