Why Runtime GoveRnance is cRitical FoR soa -...

W h i t e P a P e r

Why Runtime GoveRnance is cRitical FoR soa

August 2007

Copyright ©2007. Progress Software Corporation. All rights reserved.

table oF contents

> 1.0ExecutiveSummary 1

> 2.0RuntimeGovernance—WhatIsIt? 1

> 3.0RuntimeGovernanceToday 3

> 4.0WhatIsDiscovery? 4

> 5.0ServiceProviderDiscovery 6

> 6.0ServiceConsumerDiscovery 6

> 7.0RegistryIntegration 8

> 8.0FlowMapping 9

> 9.0RogueServiceElimination 11

> 10.0Summary 13

�Copyright ©2007. Progress Software Corporation. All rights reserved.

1.0 executive summaRy

Mostarchitectsofaservice-orientedarchitecture(SOA)understandthenecessityofgovernanceduringdesignanddevelopmenttocontrolthewayservicesarebuiltandusedandpromotetheirreuse.ThereisalsoaneedforSOAgovernanceintheruntimeenvironment.Thispaperexplainswhy.Itexamines:

> Whatruntimegovernanceis

> Thestagesofruntimegovernance

> Fundamentalruntimegovernancefunctions—discovery,registryintegration,androgueserviceelimination—andhowProgress®Actional®productsprovidethem

> AdevelopercaseshowingthevalueofProgressActionalruntimegovernancecapabilities

2.0 Runtime GoveRnance – What is it?

Interoperabilityandservicereuseareamongthemajorpromisesofservice-orientedarchitecture(SOA).Yetinteroperabilityandreusecanonlybefullyrealizedwheneveryoneisworkingonthesamepage.Hence,notsurprisingly,SOAhasbeenakeydriverintheincreasingemphasison,andinterestin,governanceinrecentyears.Leadingthechargeforgovernancehavebeenenterprisearchitects,whoknowquitewellthatforSOAsystemstodelivervalue,theremustbecontrolinareasrangingfromservicedesignanddeploymentprocesses,togranularitemssuchasschemasandWSDLcreation.

Formerly,giventheearlystageofSOAtechnologyandpractices,itmadesensethatorganizationsimplementingsuchsystemsfocusedprimarilyontheseareas,especiallysincemostcompanieswerestillinthedevelopmentanddesignphase.Today,however,withSOAservicesnowinproductionwithinmanyorganizations,systemarchitectsarerealizingthatthemostcriticalareaforcontrolandgovernanceisnowruntime.DatapointafterdatapointhasdemonstratedthatmanySOAimplementationsarejustnotworkinginproductionasdesignedorexpected.Problemsrangefromserviceinterruptionstoentirebusinessprocessesfailingandsecurityandcompliancerisksthatgeneratecostlydelaysandlengthytriagecycles.Astheseproblemscontinuetopileup,runtimegovernanceis,notsurprisingly,nowtakingcenterstageforcompanieslaunchingandutilizingSOAs.

The Four Stages

Runtimegovernancecanbedividedintofourprimaryareas:process,measurement,enforcement,andfeedback.Processcomesfirstbecauseifitiscompromised,circumvented,ornotadheredto,therecanbenoeffectivecontrol.

“SOA is designed for a

world…where every project

team is empowered to

immediately and directly

solve its problems using

whatever tools are

appropriate, but with

controls, so that even though

the project teams think

they’re directly connecting

to other applications, the

infrastructure under the

covers is taking care of

quality of service, security,

and reliability—automatically

and seamlessly.”

Dan FoodyVice President Actional ProductsProgress Software

Copyright ©2007. Progress Software Corporation. All rights reserved.2

Process

WhileagreatdealofprocessisemployedintheSOApre-productionside,activegovernancekicksinwhenanapplicationismigratedfromdevelopmentandintoproduction.Itisatthispointthatruntimegovernancecandetectandreportifservicesorconsumersinproductionareadheringtogovernanceguidelines.Experienceindicatesthatviolationscanresultnotonlyfrom“rogue”servicecomponentsthathavesomehowbypassedthedevelopmentgovernanceprocess,butalsofromservicesthathavegonethroughtheproperreleaseprocessaccordingtotheestablishedgovernanceguidelines,yetsomehowresultinviolationswheninproduction.

measurement

Whilesignificantgovernanceworkandplanningoccurindesignanddevelopment,whatiscriticaltogovernanceiswhatoccursintheruntimeenvironmentand,moretothepoint,knowingwhatisgoingonacrossyourSOAduringruntime.Forexample:

> Areallmyservicesincompliancenow?

> Iscustomerdataencrypted?

> Doestheservicehavetherightsecuritypoliciesinplace?

> Arethebusinessrulesbeingenforced?

enforcement

End-to-endvisibilityandcontroloverbusinessprocessesarecriticaltoenforcingbusinessandITrules,reportingonthem,andhavingtheabilitytodosomethingabouttheminrealtime.Specifically,whengovernanceguidelinesareenforced,aruntimesystemcandynamicallyreacttobusinessopportunitiesorITissuestodirectlyimpactthebottomline.

Feedback

Systematicallytrackinggovernanceinfractionsandtracingtheircausesfacilitatealifecycleapproachinwhichorganizationsareabletoquicklyfixandaddressbreachesupstream.RuntimegovernanceplaysacrucialroleasthelastlineofdefenseandisdesignedtoprotectthecompanyandtheITsystem.Bycarefullycoordinatingdevelopmentgovernance(i.e.,theUDDIregistry)andruntimegovernance,organizationscanbuildaworld-classgovernanceinitiativewitheachpartydoingitspartatthepropertime.


3.0 Runtime GoveRnance today

ProgressSoftwareCorporationisaleaderintheareaofruntimegovernanceasaresultofourexperiencewithcustomerdeploymentsandouruniquetechnologycapabilities.Withtheabilitytoautomaticallydiscoverservicesandconsumersinproductionenvironments,ProgressActionalsoftwaremakesitpossiblefororganizationsrunningservice-orientedarchitecturestoimmediatelyandautomaticallyapplygovernancepolicies.ThiscapabilityrepresentsafundamentalshiftforwardinSOAgovernance,nottomentionasignificantadvancementinreducingtherisktraditionallyassociatedwithSOAimplementations.Whilesystemarchitectsinthepasthadnochoicebuttopursueastrategyof“theservicesthatwe’vetestedcompliancewithare…,”theynowcanconfidentlystatethat“thereisnoserviceinproductionthatdoesnotmeetthecompliancerequirementsofourgovernancepolicy.”

MakingthisallpossibleareProgressActionalSOAandWebservicesmanagementproducts,whicharedeliveringruntimeSOAgovernanceformanyoftheworld’smostcomplexapplicationenvironments.Actional’sinnovativetechnologyappliesdirectlytoanybasicgovernancemodel,including:

> Serviceproviderdiscovery

> Serviceconsumerdiscovery

> Out-of-the-boxintegrationwithleadingregistries(suchasHewlett-PackardSystinet)

> Flowmappingandservicedependencytracking(bothupstreamanddownstream)

> Rogueserviceelimination

ItgoeswithoutsayingthataruntimegovernancestrategyforSOAisnotlimitedtoWebservicesandHTTPrunningonJ2EEand.NETapplicationservers,butalsoincludesvariousotherprotocolsandplatformsprevalentinrealworldSOAssuchasRMI,EJB,JDBC,etc.

Copyright ©2007. Progress Software Corporation. All rights reserved.�

4.0 What is discoveRy?

Liketheword“governance”itself,theword“discovery”canbedefinedanumberofwaysand,typically,usedunderavarietyofsituations.Somedevelopersneedaservice,sotheysearch(todiscover)servicesthatareavailable.Whentheyfindoneintheregistry,theythencanusedynamicbindingto“discover”theend-point(location)oftheserviceatruntime.Thinkofthisas“googling”foraservice.Sofar,sogood.Butmovingforward,thingsgetcomplicatedbecausethereisnowaytodiscoveranyofthefollowing:

1. Whatservicesareinproduction?Justbecauseaservicedoesnotappearintheregistrydoesn’tmeanitisn’tinuse.

2. Whatservicesarebeingused?Administratorsmightseeloadonasystemoraninterface,butwithoutActionalthereisnowaytotellwheremessagesaregoing.

3. Whoaretheconsumersofaservice?Securitycontrolsandprotectsaccess,butyoustillhavenowayofknowingwhichconsumersareusingyourservicewithouttheexpenseofauditingeverytransaction/messageandgreppinglog-files(subjecttoerrorsandbadperformance).

WithActional,thisscenariochangescompletelybecauseActionalallowsfortrueruntimediscoveryofbothserviceprovidersandserviceconsumers.Actionalbringsend-to-endvisibilityintowhattoday’scomplexcompositeapplicationsareactuallydoingandmapsouteachandeverydependency.Yet,withActional,thistypeofdiscoverydoesnotrequiremanualconfigurationandcorrelation,butconstantlyupdatesbyobservingtheflowofrealmessages.Thepointofautomaticruntimediscovery,afterall,istofindwhatyoudon’tknowisgoingonwithinyourSOA.

Whensearchingforservices,Actionalvisuallyrespondsbyprovidingalistofavailableservicesandothermetadataabouttheservice(e.g.,policies,securityrequirements,businessmetrics,service-levelagreements,etc.).Withitsfamiliaruserinterfaceandicon-basedgraphicrepresentations,Actionalmakesdiscoveryamuchricheranddynamicexperiencethanwithtraditionalregistryproducts.AnActional-discoveredservicenetworkisshowninFigure1below.Additionaldrill-downinformationisjustadouble-clickawayasshowninFigure2.


Noticetheoperation-leveldetailprovidedinFigure2.OneofthechallengesfacedbyorganizationsastheymanagetheirSOAlifecycle(viaversionsandrevisions)isthattypicalregistryproductsprovideonlyservice-levelvisibility.TheoperationallevelrichnessprovidedbyActionaldramaticallyincreasesusability.

Figure 1: An Actional-”discovered” service network

Figure 2: With Actional, you can drill down to obtain application, path, and message-level information in the SOA. This information is automatically discovered by the software and can be shared with a registry or repository.


WithActional,informationlearnedthroughthegovernanceprocesscanalsobeeasilysharedwithopenregistryorrepositoryproductsforaconsolidatedapproachtoservicemetadatamanagement.Imagineasearchbeingdoneonaservicereturningactualperformancestatisticsorcurrentservicelevels.Developerswillhavebetterinformation,enablingabetterdecision-makingprocess,increasingSOAreturnsacrosstheboard.Betterinformationalsoaidsinplanningandoperations,primarilyinthecostsavingsassociatedwithreuse.Otherbenefitsincludeimprovedmorale,lowersupportcosts,andincreaseduseoftechnologywithintheorganization.

5.0 seRvice PRovideR discoveRy

ActionalmanagesanSOAviaanumberofagentsorpoints.ItmonitorsSOAoperations,i.e.,theexecutionofSOAprocessesbytheunderlyingITinfrastructure,throughpointsofvisibility.ItdynamicallyadjustsoroptimizesSOAoperationalbehavior,forexample,tomeetspecificSLAs,bypointsofcontrol.Anditenforcessecurityandcompliancepoliciesviapointsofenforcement.Pointsofvisibilityareinstalleddirectlyontheproviderplatform,andcontrolpointsareinstalledcentrally(toserviceanumberofproviders)orlocallyonthesamenodeastheprovider.BothpointsofenforcementandpointsofcontrolaremanagedcentrallybytheActionalserver,thoughpoliciesareenforcedinadistributedmannertogainverybroadscalabilityandunparalleledperformance.

Withoutanyconfiguration(otherthanproductinstallation),servicesareautomaticallydiscovered(bycorrelatinginformationfromthepointsofvisibility),ensuringthatservicesarenotimplementedoutsideofthepurviewofgovernanceprotocolsandprocess.Tobeclear,noa-prioriknowledgeofservices,theirlocation,orimplementationisrequiredinorderfordiscoverytooccur.Andoncediscovered,consumers(upstreamdependenciesontheagentedplatform)andproviders(downstreamdependenciesontheagentedplatform)areautomaticallymappedandtracked,evenwhenthereisnoagentontheupstreamordownstreamhosts.Serviceproviderdiscoveryis,however,justonepieceofthepuzzle.Customerexperience,whichistoooftenoverlookedinSOAmanagementcircles,showsthatservice-consumergovernanceisactuallythemoredifficultproblem.

6.0 seRvice consumeR discoveRy

Putaserviceontothenetwork,andActionalprovidesthecapabilitytotrackserviceusagebyconsumer(withoutanysoftwarerequiredontheconsumersideandwithoutanyconfigurationoftheserviceitself).Sinceapictureisoftenworthathousandwords,let’stakealookatanActionalauto-discoveredserviceflowmap.

7Copyright ©2007. Progress Software Corporation. All rights reserved.

To understand Figure 3 note that:

1. Softwarewasonlyinstalledononemachine:thecoloredmachineinthecenter,whichhappenstobea.NETServer.

2. Thedeveloperofthisapplicationthoughttheremightbeahandfulofconsumers,butdidn’treallyhaveanyidea.HehadsharedtheWSDLwiththreeorfourotherdevelopmentteams.

3. Nosoftwareatallwasinstalledonthegrayhosts,norwasanyconfigurationdonetothedeveloper’sapplication(ortotheWSDLusedbytheconsumers).

4. IfthisdeveloperwereconsumingotherWebservices,thoseserviceproviderswouldshowupjustliketheserviceconsumershavedonehere.

5. IftheWindowsservershownintheabovescreenshot(thecolorednode)wereactuallyanActionalcontrolpoint(orasupportedhardwaredXMLfirewalllikeIBMDataPower)installedinaDMZasanXMLsecurityfirewall,thevisibilityActionaldeliverswouldenablecustomer-specificpolicy/governance/compliance.

Service-consumergovernanceisabigchallengebecauseorganizationshavenowayofknowingwhichconsumersareusingwhichservices,andwhatSLAstheyarereceiving.Inotherwords,organizationsknowwhomtheyhaveallowedtouseaservice,buthowdotheyknowifunauthorizedusersareaccessingaservice?Inthesameway,howcantheyknowifallcriticalbusinessandsecuritypoliciesarebeingappliediftheydon’tknowiftheserviceorconsumerevenexists?TheproblemisthesamewithSLAs:thereisnowaytoknowhowtheservicelevelsthatcustomersareactuallyreceivingcomparetowhatthey’vebeenpromised.PerformingdiscoverywithActionalsolvestheseproblemsbecauseitprovidesawayforITtotrackand“bill”forthoseservicesinuse.

Figure 3: Actional auto-discovered flow map of an application with 30+ service consumers


Inmanysituations,we’vediscovereddevelopmentapplicationsusingproductionservices(orviceversa).ButActionalgoesfurther,providingvisibilityintoawiderangeofSOAmanagementissues:

1. Iftherearetenconsumersofaservice,howwilltheeleventhimpacttheotherconsumers?

2. Howmuchservicecapacityisavailablefornewconsumerswishingtoaccessmyservice?

3. Aserviceresponsetimeaveragesonesecond(1s).Aremytenserviceconsumerssatisfied?

4. I’vebeendevelopingaservice,andithasmovedtoproduction.Iwanttomovemydevelopmentservertoanewproject.Isanyonestillusingit?

5. I’vecreatedanewservice,butI’mnotsurehowusefulitis.Whointheorganizationisusingitandwhataretheyusingitfor?

6. I’vedevelopedasimpleservice,andit’sbeingusedsomuchthatIhavenomorecapacity.ButIdon’thavebudgettoaddcapacity.HowdoItrackandbillinfrastructureandadditionaldevelopmenttothoseusingtheserviceinaconsistentandfairmanner?

Of course, this can be looked at from the consumer perspective as well:

1. IwouldliketouseserviceX,butI’mnotsurewhatresponsetimeit’sbeendelivering,andresponsetimeiscriticaltome.Iknowwhattheserviceprovidersays,butisthatreallytheperformanceI’llget?

2. I’musingaservicefromanotherpartoftheorganization,whichwantsmetocontributetoitsbudget.Iknowothersareusingtheserviceforfree,sowhyshouldIpay?

3. HowwellhasserviceproviderAdeliveredontheSLAsthatithaspromisedothers?CanItrustitsplanningabilities?

4. GroupGhasaless-than-desirablereliabilityhistory,andIknowitisusingserviceX.HowwillgroupGfailuresaffectmyperformance?

7.0 ReGistRy inteGRation

Aregistry(orrepository)isoftenusedasthecentralindexofserviceartifactsforarchitectural(design-time)governance.ActionalhasafullydocumentedSOAPAPI,withfullsecurityandtieredadministrationsupportforextensibilitytoanyopenregistryproduct.Actionalalsosupportsdeeperintegrationwithotherspecificregistries.Thegeneralarchitectureofregistryintegrationfollows.


8.0 FloW maPPinG

Therearemanyobviousartifactstosharewitharegistry:forexample,owner,location,security,andpolicyrequirements.Actionalalsouniquelysharesserviceinterrelationship(dependency)informationbasedonitspatent-pendingFlowMapping™technology.Dependencyinformationiscriticalonadailybasisforperformingrootcauseanalysis,forcapacityplanningforupgrades,forversioningservices,andforschedulingmaintenancewindows.Flowmappingcanevenbeusedtotrackbusinessprocesses,andwithsupportforasynchronousmessaging,policiescanbetriggeredwhenthingshappen(events)orwhentheyfailtohappen(non-events).

Developers

Registry

Governance

Browse existing services,deploy new services

and policies.

Share businessservice information

Auto-discoveryAuto-policy

Create & enforceruntime policies

Schemas, descriptions, WSDLs, policies, security,

performance, customer SLAs, metrics, reporting

Define, enforce, and audit design and runtime policies

Architects

Define descriptionsand policies,

guide services

Shared BusinessService Metadata

Actional SOAManagement

Service

RogueServiceClient

Figure 4. Integrating runtime governance with a registry and design-time governance

Copyright ©2007. Progress Software Corporation. All rights reserved.�0

Aflowmapisessentiallyanapplicationtopologymapthatindicateswheremessagetrafficisflowingthroughthenetwork.Serviceinterrelationshipsareautomaticallydiscoveredandneverneedtobeconfiguredmanually.Inaddition,noticethegraysystemsinFigure5.TheseneverhadanyActionalsoftwareinstalled,yetActionalcanmanageonenodeawayfromanynodewithanagentinstalled.Finally,eventrafficlinesrepresentinformation.Inthecaseabove,theyshowtherelativetrafficvolume.Forexample,wecanseethatthepathbetweenOrderMgmtandDataCenterGWtologisticsisheavilyused.

Flowmappingisimportantbecauseofthewaypoliciesareapplied.Policiestakeadvantageoftheflowmappingcapabilitiestoknowwhentherearedownstreamproblemsthatrelatetoservice-levelcommitmentsupstream.Forexample,theCSRportal,communicatingtotheenterpriseservicebusviatheCustomerGW,mayhavearesponsetimeSLAofonesecond(1s).AlthoughtheCustomerGWisfunctioningfine,perhapstheLogisticssystemonthebackendisnot.ActionalisawareofthedependencybetweenthetwoandhowtheSLArelatestothemandcangenerateanalerttohelpsignificantlyreducedowntimeandservice-levelviolations.

KeepinmindthattheSLAsarepath-andprocess-dependent.Thinkofaservicebeingusedbytwodifferentconsumers.InFigure5above,CSRPortalandDomesticCustomereachusetheInventoryManagementserviceslightlydifferently.ACSRPortaluser’stransactiongoesthroughtheCustomerGW,thenOrderManagement,andthentoInventoryManagement.Butadomesticcustomer’stransactiontravelsthroughtheCustomerGWandthendirectlytotheInventoryManagementservice.TheaverageresponsivenessoftheInventoryManagementserviceisnotnearlyasimportantasthe

CustomerGW

DomesticCustomer

Logistics

DataCenterGW

InventoryMgmt

1db.writenow.com

WarehouseAPPL

b2b.fedex.com

OrderMgmt

ESB

CSRPortal

Figure 5: A typical service flow map

��Copyright ©2007. Progress Software Corporation. All rights reserved.

responsivenessforeachtypeofuserortheexactpathtraveled,whichinthisexampleisnotthesame.Forthisexactreason,theflowmapandauto-discoveryofthepathanddependenciesareallkeyforgovernanceandpoliciesbasedonuserortransactiontypes.

9.0 RoGue seRvice elimination

Arogueserviceisaserviceputintothenetworkwithoutanygovernancevisibility.ArogueserviceaddssignificantrisktotheviabilityoftheSOAinfrastructure.Forexample:

1. Arogueservicecouldexposesensitivedata,therebyputtingthecompanyatriskfromnon-compliancewithregulationsandlaws.Often,compliancewithregulationssuchasHIPAAandSarbanes-Oxleyandprivacylawsareexplicitlyruntimerequirements.

2. Rogueservicesusecapacitywithoutanyaccountability.

3. Rogueservicesactundertheradarofcorporatecompliancebycircumventingthegovernancesystemandprocess.

4. Rogueservicesdecreasemotivationforcomplyingwiththegovernancepoliciesbecauserogueservicescannotbepoliced.

Actionalcanprovidefirmswiththeabilitytoautomaticallyinitiatepolicywithouttyingpolicytoaparticularservice,eliminatingthemotivationtoevadecompliance.Onceinplace,thepolicycanbeappliedbroadly,toallservicesacrossthenetwork—eventhosethathavenotyetbeenimplemented.Forexample,sayarogueserviceisdiscovered.Thesecuritypolicyof“customerdatamustbeencrypted”isimmediatelyandautomaticallyappliedtotherogueservice,therebyprotectingthecompanyandthecustomer.Thepowerofthisisthatanyonedeployingaservicewillautomaticallyinheritabase-linegovernanceframeworktowhichitmustcomply.Andcompliancewillnotbeanafterthought,butwillbepresentfromdevelopment,throughuseracceptancetesting,intoproduction.

Example: Developer Use Case

Runtime,ofcourse,isdifferentfromsimpleproduction.Developersbuildingaserviceareinaproductionsituationeventhoughtheyareindevelopmentbecause,fromtheirperspective,theirdevelopmentactivitiesaretheirproduct.Also,theirdevelopmentactivitiesmustbegoverned.Thefollowingcasesetsforthtwo situations atafinancialcompany(anActionalcustomer)thatillustratetheseissuesandreallybringhometherequirementsforruntimegovernance:

1. AdeveloperspentawholedaygreppinglogfilesforIPaddressestoseeifanyonewasusingthedevelopmentserver.Nowthatthedevelopmentcyclewascomplete,

Copyright ©2007. Progress Software Corporation. All rights reserved.�2

thedevelopmentserverwasbeingrebuilt,andthedeveloperknewpeoplewouldcomplainwhentheserverwentaway.

2. Anotherdevelopersaid,“Ithinkthereareaboutthreeorfourapplicationsusingmyservice…I’vegiventheWSDLtoafewpeople,butIthinkthey’vesharedit.”Sureenough,Actionaldiscovered34differentapplicationsusingthisWSDL(seeFigure3above).Theywereallusingadevelopmentserverthatwasa“cubicle-level”project.Bytheway,this“innocent”applicationhademployeeSocialSecuritynumbersinaservicethatwasnowbeingusedby34differentprocesses.Inotherwords,itwasasecuritydisasterwaitingtohappen.

Eveninadevelopmentenvironment,itbecamecriticaltomanagegovernanceinruntimeinordertoplancapacityproperly,measureROI,andavoidintegrationcatastrophes.Notsurprisingly,thereasonthatProgressSoftwarehadbeencontactedbythiscustomerinthefirstplacewasduetothefactthat(inthewordsoftheCIO)“integrationhadbecometooeasy.”Inotherwords,theSOAinitiativewasgainingsomuchmomentumthatenterprise-widefailureswereinevitableiftheorganizationdidn’tgetvisibilityintoitsservice-integrationlayer.

��Copyright ©2007. Progress Software Corporation. All rights reserved.

10.0 summaRy

Runtimegovernanceisacriticalpieceoftheoverallgovernancestrategyofanyorganization,generatingtheprocessadherence,measurement,enforcement,andfeedbackthatarenecessaryforaneffectivelifecycleapproach.We’vediscussedsomecriticalexamplesofwherethiscomesintoplay,aswellassomekeybenefitsthatActionalbringstothesolution.

InplanningaproperSOAdeployment,itisimportanttohaveruntimegovernance“baked-into”thedevelopmentcycleearlyinordertoavoidhavingthelastlineofdefensebecometheonlylineofdefense.Keepinmind,withrogueserviceelimination,runtimegovernanceisnotjusta“nice-to-have”pointsolutionforreplacingamanualprocess.ItisamandatoryrequirementforproperSOAsecurityandcompliancebecauseithelpstoeliminateriskassociatedwithnon-complianceandinvisibleinterdependenciesthatcanleadtocatastrophicSOAfailures,missedbusinessopportunities,andpotentiallydevastatingviolationsofgovernmentregulations.

ActionalhasrecordedWebinars,presentations,andwhitepapersonthecomplexitiesofservicelifecyclemanagementathttp://www.progress.com/actional.Thesearerecommendedreadingforcompaniesexploringthefullcapabilitiesofruntimegovernance.

http://www.progress.com/actional

Worldwide headquartersProgressSoftwareCorporation,14OakPark,Bedford,MA01730USATel:+1781280-4000Fax:+1781280-4095www.progress.com

For regional international office locations and contact information, please refer to www.progress.com/worldwide

©2007 Progress Software Corporation. All rights reserved. Progress and Actional are trademarks or registered trademarks of Progress Software Corporation or one of its affiliates or subsidiaries in the U.S. and other countries. Any other trademarks or service marks contained herein are the property of their respective owners.0000114773

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