An Agile Service Resilience Architecture Capability: Financial Services Case Study

Abstract

Service resilience in the face of constant business change is an imperative and complex task for any service organization including those in financial services. Yet, due to its systemic complexity, service resilience as a practice in most organisations is performed in an ad-hoc and inefficient manner resulting in periodic disruptions to day-to-day business operations. Therefore, there is an urgent need for organisations to formulate an agile or adaptive capability for service resilience architecture design and implementation that meets their dynamic business needs. This paper presents one such agile or adaptive service resilience architecture (ASRA) design and implementation capability that has been developed using an adaptive enterprise service system meta-framework (a.k.a. The Gill Framework®). An action-design research method was employed in collaboration with a financial services organisation (FSO) for the establishment of a holistic ASRA design and implementation capability.