Abstract
Efficient, controlled, and managed IT operations are strongly influenced by the architecture of a solution. A service-oriented architecture has a high flexibility and can respond to environmental changes and requirements by adapting the service orchestration. To take advantage of this flexibility in SOA, the traditional operations system oriented approach has to be changed into a process oriented approach. Furthermore, this results in fundamental new requirements for operation tools and services. In addition to common central elements of SOA, another fundamental element is required for process-oriented operations: a central operations cockpit. We present which requirements are raised for the basic components of SOA and how the central operations cockpit is designed in SOA. We use as an example a subset of ITIL processes for operation.