Service innovation (in a software world)

Abstract

BT's portfolio of products and services has evolved to such an extent that revenues from 'calls and lines' has fallen to below 10 per cent of the total, with an increasing proportion being derived from information technology. That is, BT is extending far more into the world of software than was the case just a few years ago. This paper describes how BT is embracing the world of software by creating the equivalent of an operating system on BT's network. Using a service-oriented approach, this operating system creates an open market for service innovation, in which BT, other service providers and customers can rapidly create new products and services.