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The article discusses the author's views on the significance of agile development on customer service in Great Britain. The importance to recognize that agile development is a significant change to the old rules of software has been noted. The author found out that threatening customers with a brave approach only delay things. He suggested to be confident, throw away the old practices and stop blaming cultures.

The article offers information on service-oriented architecture (SOA) in Great Britain. According to the author, SOA is web services but not for the web, rather, it is system integration using web services for any requestor. He added that SOA does not make problems go away rather, it requires one to address them in a uniform manner that comprises a strategy for the future. He emphasized that for System i shops, they will have less problems in implementing SOA than any other platform user.