It's All About the Data...

This article from Bill Snyder shows that in many SOA projects the data and its structure does not get the attention that it should.
For a working 360° view of a customer - something that Amdocs is propagating for years now - many data silos must be integrated and made accessible within an SOA. It is not only about (business) processes and services, the data is as important, especially when it comes to CRM.

In a CRM 2.0 strategy, the data and its availability is crucial. Customers expect all data (and services) to be available whenever and wherever they need it. There is no real personal treatment of customers without a 360° view of their data.
How can this be achieved?
One possible solution is a shared information datamodel (SID) or an existing standard datamodel like TMFs structure. This can either be used by all SOA services or be mapped to them individually (legacy apps).