Chapter 5. SOA and Multi-Channel Access

The primary purpose of most organizations (commercial, government, nonprofit, and so on) is to deliver services to clients, customers, partners, citizens, and other agencies. Table 5-1 illustrates this for four key industries by listing the services they deliver, the channels they use to deliver these services, and some of the end-user devices and technologies used to deliver these services.

Table 5-1. Some Examples of Service-Oriented Businesses



Telecom, Communication

Financial Services

Health Care

Service Requesters

citizens and other agencies

customers, business partners

customers, business partners

patients, doctors, insurance carriers, hospitals, government


law enforcement health services disaster ...

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