Can software architecture review methods apply to service design?
Software Systems
Service Design
Chief Technology Officer
Office for National Statistics
United Kingdom

DBA Student
Glamorgan Business School
University of Glamorgan
Simon Field
Stakeholder model from "Beyond Boundaries"
Quality

Architecture

Stakeholders

Evaluation
source: Evaluating Public Management Reforms: Principles and Practice by George A. Boyne, Catherine Farrell, Jennifer Law, Martin Powell and Richard M. Walker
source: Public Policy and Program Evaluation by Evert Vedung
source: ONS
source: ONS
external and
internal
quality
functionality
reliability
usability
efficiency
maintainability
portability
suitability
accuracy
interoperability
security

functionality
compliance
maturity
fault tolerance
recoverability

reliability
compliance
understandability
learnability
operability
attractiveness

usability
compliance
time behaviour
resource
utilisation

efficiency
compliance
analysability
changeability
stability
testability

maintainability
compliance
adaptability
installability
co-existence
replaceability

portability
compliance
source: ISO/IEC 9126-1
Software Architecture
The software architecture of a program or computing system is the structure or structures of the system, which comprise software components, the externally visible properties of those components, and the relationship among them.
source: Software Architecture in Practice by Len Bass, Paul Clements and Rick Kazman
Service Architecture
The architecture of a service is the structure or structures of the service, which comprise process components, the externally visible properties of those components, and the relationship among them.
"what happens in a computer is often analagous to what must happen in order for a service to be successfully rendered"
G. Lynn Shostack, "How to design a service"
Service Architecture
Review Method
external and
internal
quality
functionality
reliability
usability
efficiency
maintainability
portability
suitability
accuracy
interoperability
security

functionality
compliance
maturity
fault tolerance
recoverability

reliability
compliance
understandability
learnability
operability
attractiveness

usability
compliance
time behaviour
resource
utilisation

efficiency
compliance
analysability
changeability
stability
testability

maintainability
compliance
adaptability
installability
co-existence
replaceability

portability
compliance
source: ISO/IEC 9126-1
Workshop Preparation
People
Logistics
Material
Review Workshop
Introductions
The business problem
Solution approaches
Risk trade-off analysis
Review Report
Recommendations
Issues
Risk mitigations
practical application
validate quality model
relate to post-implementation service evaluations
explore other software architecture methods, tools and practices
future work
simon.field@lefert.com
Questions?
Word of Mouth
Personal Needs
Past Experience
Expected Service
Perceived Service
(Service Delivery)
Service Operation
Communications
Service Transition
(Service Specifications)
Service Design
Service Strategy
(Management Perceptions)
Consumer
Provider
Servqual conceptual model
Sponsored by Public Service Management Wales and the Office for National Statistics