Case study
BT Matrix architecture
“Our systems were exploding in
size and complexity. We had scant
standardisation, and there was
no single truth. If a core process
broke we’d change it to fit the
application, rather than the
other way round. This was crazily
expensive to maintain. It was also
a big brake on speed to market.”
Phil Dance
Chief Information Officer for Technology
BT
SOA freedom from legacy system
constraints
An enterprise-wide service-oriented architecture is
conferring big commercial and sustainability benefits
on BT
The Matrix method
BT is nearing the end of a four-year Phil Dance, Chief Information Officer for
enterprise-wide IT transformation Technology at BT, recalls: “Our systems
programme. Called the BT Matrix project, it were exploding in size and complexity. We
is one of the world’s largest service-oriented had scant standardisation, and there was
architecture (SOA) deployments. no single truth. If a core process broke
we’d change it to fit the application, rather
than the other way round. This was crazily
Its unwavering goal is to rationalise an
expensive to maintain. It was also a big
original assortment of BT legacy systems
brake on speed to market.”
into re-usable general-purpose functionality
blocks. Able to be continuously and
seamlessly architected to support different The implementation methodology went
products and services and their associated far beyond the outdated idea of wrapping
business processes, those functionality blocks a middleware layer around the company’s
are the very essence of the BT Matrix SOA. legacy systems. Called the continuous
migration process (CMP) it gave the BT
systems architects the freedom to move to
In fact, the size of the task was immense.
just 14 simplified platforms to support the
Back in 2004 when the BT Matrix project
company’s three core business processes:
was launched, BT managed its networks
lead-to-cash, trouble-to-resolve, and
– and the products and services that run
concept-to-market. (Note that those core
on them – through some 4,000 bespoke
business processes are, in themselves, a
operational support systems (some of
masterpiece of simplification.)
which were only discovered as the project
progressed), around 15,000 servers, and 26
data centres, within a loose-knit hardware-
centric framework.
The BT differentiators
• The Matrix architecture supports the BT 21CN to deliver the next
generation of IP-based products and services
• Standardised architecture – driven by customer-focused business
processes rather than system-centric inflexibility – enables agility and
innovation
• Enterprise-wide implementation has proven the BT approach for
major organisations considering embarking on a similar journey
• Improved business sustainability comes naturally with SOA-enabled IT
rationalisation and consolidation
Case study
BT Matrix architecture
“Moving to a service-oriented
architecture requires fundamental
organisational and cultural shifts.
Our architects and designers
had to think and behave very
differently, because SOA vision
quickly turns to dust unless you
take everyone with you.”
Steve Holt
General Manager, IT Services
BT Global Services
Each of the new platforms represents a
domain of business functionality such
as customer management, billing, or
service management. For example, a
function like billing would previously
have depended upon over 300 support
systems. Already rationalised down to 70
systems, the eventual target is to reduce
the billing platform to just 10 systems
sharing application logic and data. The
transition includes database migration,
and consolidation of web and application
servers, which will all operate under one
consistent governance model.
George Glass, Chief Architect in BT Global
Services, explains: “An encapsulation utility
exposes our legacy systems as web services,
and an enterprise service bus provides the
interface between them. A central hub
enables workflow between applications,
while new services are built on Java-based
models.”
Under the Matrix project BT has now closed
down over 1,500 systems and remains
on track to achieve a reduction of 80 per
cent from the 2004 total. Already, BT
mass-market products and services such as
standard telephony, mobile broadband, and
global MPLS connections are running across
the BT Matrix SOA.
Customer-centric processes
The BT story is compelling for companies
about to embark on a similar journey. For
example, BT realised very early on that
technology was but one part of the Matrix
project. Steve Holt, General Manager of IT
Services in BT Global Services, says: “Moving
to a service-oriented architecture requires
fundamental organisational and cultural
shifts. Our architects and designers had to
think and behave very differently, because
SOA vision quickly turns to dust unless you
take everyone with you.”
A prerequisite was to demolish the old
systems-centric mindset in favour of a
platform-centric culture, and BT strove
hard to (successfully) win over the hearts
and minds of its technical community. A
new agile delivery model was introduced to
encourage development teams to move away
from waterfall models and forge tighter links
with internal and external customers. Today,
developers run hothouse sessions to consult
with users prior to starting work. Performance
measures are more closely linked to, for
example, getting projects right first time and
the re-use of functionality.
George Glass comments: “The process now
begins with our customer experience team,
because the primary consideration for any
proposed service is how current and future
customers would need to interact with it. So
the Matrix method defines what the ideal
customer experience should be – rather than
handing it down as an afterthought.”
BT created new roles to reflect the new
model: capability designers responsible for
designing and implementing the service
interface; and solutions designers to create
the required IT functionalities. They all start
work from the same customer-agreed design
specification and they speak one common
language about capabilities (reusable
standards-based blocks of processes,
systems, and associated data, designed to
assure a repeatable business outcome).
The key to competitiveness
The value that BT is unlocking through
the Matrix project includes greater staff
satisfaction and more resilient IT services:
the sustainability benefits are significant
(see separate box).
George Glass observes: “The new
architecture is enabling us to bring new
products and services to market much
faster and more cost effectively.” For
example, previously, a small reduction in a
BT Wholesale line rental required changes to
42 systems – followed by three months of
testing. Now just one platform is adjusted
through an interface that automates the
change process. Average lead times are
being slashed from a year-and-a-half to
just six months. When BT had to implement
the VAT revision in late-2008 the changes
were completed and tested right across the
company in six days. A similar exercise in
1991 took months of painstaking effort.
Case study
BT Matrix architecture

“The process now begins with
our customer experience team,
because the primary consideration
for any proposed service is how
current and future customers
would need to interact with it. So
the Matrix SOA defines what the
ideal customer experience should
be – rather than handing it down
as an afterthought.”
George Glass
Chief Architect
BT Global Services
The project has saved BT huge amounts
in non-recurring costs. Specific examples
include:
• The decommissioning of over 6,900
hardware devices such as surplus servers
and routers
• A Windows consolidation programme that
has virtualised 2,400 operational servers
onto 160 blade servers
• Capital avoidance through re-utilising
redundant servers and only purchasing
physical servers as a last resort
• A standardised software build that has
reduced the cost and complexity of patch
management across the entire BT estate
By the end of the project, BT could see a
reduction in recurring overheads estimated
to be as much as £60 million per annum.
complexity; and the effects of faults
would ripple throughout the system. That
is no longer the case. A service-oriented
architecture means that a change need
only affect a single capability and, should
problems occur, they can be isolated and
rectified much more rapidly. It is also much
easier to retire redundant systems, while
re-using any still-valuable functionality.
Sharing success
There is no question that BT has climbed a
huge learning curve during the Matrix SOA
project. In so doing, it has captured and
codified best practice: invaluable insight
for organisations facing similar systems
challenges in industries as diverse as
financial services, high-tech manufacturing,
and national and local government.

The new architecture will significantly

Now those skills are being marketed as
contribute to the BT drive to realise
strategic consulting services, through which
industry leading customer service levels
BT intends to help its customers avoid
and therefore achieve greater competitive
the potential pitfalls of SOA adoption.
edge. As the company’s newfound agility
For example, as part of proof of concept
enables it to offer self-service, zero touch,
considerations, BT SOA Assessment services
real time experiences, customers will see
fast track the critical discovery phase
BT becoming totally responsive to their
through objective gap analysis and the
needs. For example the BT 21st Century
development of a high-level SOA roadmap.
Network (21CN) combined with the Matrix
Where a well-developed SOA ambition
architecture will allow BT to turn on services
already exists, BT SOA Realisation services
automatically for customers – virtually as
offer architectural validation, project
soon as they place their orders – with no
support, and awareness programmes to
intervention from an agent or engineer.
speed delivery of the vision.

In terms of its effect upon BT employees, the

BT Matrix SOA project has made it possible
to reorient the efforts of around 3,000
people – some 20 per cent of the company’s
IT staff. From internally focused projects they
are now adopting customer-facing roles
that generate revenue for the company. As
a result those people are learning new skills
and feeling more fulfilled.
The BT Matrix SOA project has also helped
to raise the bar on IT performance and
availability. In the previous elaborate
architecture, upgrades would interrupt
the business as engineers grappled with
Mark James, Head of Integration Services at
BT Global Services, explains: “It’s a hard fact
that nearly all do-it-yourself SOA projects
take longer than originally anticipated and
can fail to deliver on the anticipated business
benefits. They will always face challenges
ranging from cementing the commitment of
key stakeholders, to conflict over goals and
resource allocation. In addition, unpredicted
pressures such as M&A activity can throw
things off course. Our SOA consultancy
propositions are designed to help customers
navigate such choppy waters through
proven methods and best practice, while
realising benefits faster.”
Case study
BT Matrix architecture

BT customers are already benefiting from Whether the imperative is to take costs
“BT SOA processes are proven this hands-on approach. For one large out of a top-heavy IT infrastructure, adopt
in practice, which means that government organisation using the BT CMP a more agile enterprise architecture, or
customers need no longer make way to SOA adoption has eliminated the assure business sustainability, we have the
need for a previously planned 12-month people and the skills to assist.”
blind leaps of faith. Whether the multi-million pound expansion of its data
imperative is to take costs out centre facilities. Another US retail banking
of a top-heavy IT infrastructure, client chose the BT CMP method over more
adopt a more agile enterprise prescriptive solutions presented by five top Core BT services
IT consultancies. BT is currently providing
architecture, or assure business ongoing guidance and regular health checks • BT Continuous Migration
sustainability, we have the people to ensure that the bank’s SOA roadmap Process
and the skills to assist.” remains on track.
• BT SOA Assessment consultancy
Craig Parker
Head of Global Propositions, IT Services Craig Parker, Head of Global Propositions services
BT Global Services
for IT Services in BT Global Services, • BT SOA Realisation consultancy
concludes: “BT SOA processes are proven
services
in practice, which means that customers
need no longer make blind leaps of faith.

SOA sustainability dividends

Although not the primary objective of the original BT Matrix SOA project in 2004, the
business sustainability benefits of the programme have grown hugely in prominence
and effect during the intervening period. In fact, the Matrix has become one of the
key contributors to the BT goal of reducing its UK business carbon footprint by 80 per
cent by 2016 (relative to 1996 figures). A significant factor in this is the retirement of
approaching 10,000 redundant hardware devices.

BT is one of the world’s largest purchasers of green electricity. In fact, 98 per cent
of the electricity BT uses in the UK now comes from renewable sources or combined
heat-and-power schemes. BT also has low-carbon electricity contracts in Belgium,
Germany, Italy, and Ireland. Already power savings of £3.5 million have been
achieved since January 2006 through the Matrix project, and there is a knock-on
benefit in terms of releasing carbon efficient capacity for other uses.

Moreover, this SOA-enabled rationalisation is helping BT transform data centre

efficiency by using techniques such as free air cooling and cold aisle segregation.
For example, free air cooling at the BT Tinsley Park data centre is saving some
255,000kW per annum, and a similar approach is being deployed across 5,500
multi-service access nodes and 106 metro nodes at the core of 21CN. Cold aisle
segregation at the BT Rochdale Hall data centre is improving the overall energy
efficiency of its cooling systems by some 16 per cent. Meanwhile, at BT Adastral
Park combined cooling, heating, and power systems that harvest waste heat are in
use. Factored across the entire BT global data centre estate, such incremental gains
add up to huge environmental benefits.
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