230 Patterns: Implementing Self-Service in an SOA Environment
8.1 ITSOMart overview
ITSOMart is a well established grocery chain that has been operating for the past
40 years. The target customers are the high income group. ITSOMart focuses on
higher margin, luxury, and speciality products. It has 1000 stores nation-wide.
The business is currently geared toward two distinct customer types:
Home residential customers
In the future, they would like to have additional lines of business, starting with
Product types, quantities, marketing strategy, and delivery services differ
depending on the customer type. Although there is one common warehouse, the
company has created two divisions to handle these customer types. Each
division has its own account database with information specific to the customer.
8.1.1 Business goals
Market research has shown that there is a growing demand in the high income
group for full-service, online home shopping. ITSOMart wants to capitalize on
this demand by taking their store services and delivery online.
ITSOMart wants to put the Customer Management and Order systems online
and make them accessible over the Web. In the process, they want to use, rather
than replace, their significant investment in the existing CRM. They would also
prefer to use a third-party credit rating service rather than implementing their
They anticipate doing this in several phases, starting with the online customer
8.2 Customer registration scenario
The first step ITSOMart wants to take in making their services online is to allow
customers to register online. They would prefer for potential customers to access
the ITSOMart Web site and to register by entering data that can be used to
contact the customer and to get an initial credit rating for them. The data will be
stored in an existing system and an account number will be assigned.