Cheng, IsaacKrishna, VikasBoyette, NeilBethea, JoelAbramowicz, WitoldMaciaszek, Leszek2019-05-152019-05-152007978-3-88579-210-9https://dl.gi.de/handle/20.500.12116/22339In this paper, we share our experience with applying service-oriented techniques to improve the agility of a real-world global service system. We improved the process independence of the service system by decoupling application development from process management using a framework that is based on models and rules. We analyzed various aspects of the system and the impact of technologies being deployed. Our experience is documented as a case study as we anticipate that similar techniques can be applied to improve the agility of other significant service systems in the future.enText/Conference Paper1617-5468