This template provides guidance for the execution of task, Analyze Capabilities (EA.040). It is in a presentation format that may be used to present the results to the relevant stakeholders. Be sure to remove all instructions from the notes prior to providing a copy of the presentation to relevant customer stakeholders.

<AREA> Capability Model <Company Name> <Project Name> This is a Title Slide with Picture slide ideal for including a picture with a brief title, subtitle and presenter information. Update the <AREA> of the title appropriately. This could be anything relevant for the capability analysis you are about to perform, such as: Business Capabilities Analysis <Business Domain> Capabilities Analysis Architecture Capabilities Analysis <Subject> Capabilties analysis, like SOA Capabilties Analysis Cloud Capabilities Analysis To customize this slide with your own picture: Right-click the slide area and choose Format Background from the pop-up menu. From the Fill menu, click Picture and texture fill. Under Insert from: click File. Locate your new picture and click Insert. Presenter’s Name Presenter’s Title Organization, Division or Business Unit Month 00, 2014 Note: The speaker notes for this slide include detailed instructions on how to customize this Title Slide with your own picture. Tip! Remember to remove this text box.

Introduction <Background> <Purpose> Capability Analysis for: <Business Objective>

Scope of Analysis Analyzing the capabilities may be a time consuming task, and therefore you need to keep the scope in mind while doing this work. Typically, you analyze based on level 1 or level 2 capabilities, dependent on your scope and timeframe. Preferably, you analyze to level 2, as this provides more detail and will better assist further work. With very short timeframes, it is recommended that you focus on the changing capabilities, or capabilties that you have been specifically asked to look into.

Top-Level Business Capabilities This is an example Top-Level Business Capabilities view. Replace it with a project-specific view. This example is also available as a Visio template in the Oracle Unified Method, EA- 040_TOP_LEVEL_BUSINESS_CAPABILITES.VSD so that you can use it as a guide for creating your project- specific Top-Level Business Capabilities. Keep in mind that this picture should reflect the actual situation at the customer, and not some standard picture. The naming should reflect the naming conventions used in the organization, and the capabities should be named using their terminology. Again, keep in mind the scope of the analysis. An overview that pictures the overall business view provides value, but unless there already exists a similar view, or unless you have in scope to model the whole enterprise, only focus on the business areas related to the scope of the engagement.

Top-Level Business Capabilities – Scope If you have an overview Top-Level Business Capabilities, but your analysis is focusing on only a subset, consider depicting the scope as depicted on this slide.

<Capability Group> Capability 1. Customer Relations 1.1 Sales 1.2 Marketing 1.4 Customer Management Opportunity Mgmt Lead Mgmt Customer Lifecycle Mgmt Sales Forcasting Campaign Mgmt On this slide, we see how the capabilities can be detailed one level down. This is an example of level 2 capabilities for the Customer Relations Capability. Powerpoint has been used to draw the capabilities. Typically, this is the moment you start the actual analysis, and to secure that you focus on the correct parts, it is recommended that you do the analysis according to the customer’s priorities. In this example, we see an example on how the priorities can be visualized. Customer Service, Customer Management and Customer Communications Management should be looked more into, and if time is left, Marketing. Commission Mgmt Proactive Marketing Customer Profile Mgmt 1.5 Customer Comm Mgmt 1.3 Customer Service Customer Relationship Hierarchy Mgmt Communications Management Self Service Customer Contracts Mgmt Call Center Communications Analysis Chat Issue Resolution Products Training

Relative Impact on Business Objectives 1. Customer Relations 1.1 Sales 1.2 Marketing 1.4 Customer Management Opportunity Mgmt Lead Mgmt Customer Lifecycle Mgmt Sales Forcasting Campaign Mgmt Capability analysis will be different depending on the type of engagement you are executing and the objectives the Enterprise has for the engagement. One approach is to view the business capabilties that support the business objectives. The following slides show how such an analysis can be performed, and presented. Commission Mgmt Proactive Marketing Customer Profile Mgmt 1.5 Customer Comm Mgmt 1.3 Customer Service Customer Relationship Hierarchy Mgmt Communications Management Self Service Customer Contracts Mgmt Call Center Communications Analysis Chat Issue Resolution Business objectives: a) Reduce Cost b) Reduce Time to Market Products Training

Relative Impact on Business Objectives 1. Customer Relations 1.1 Sales 1.2 Marketing 1.4 Customer Management Opportunity Mgmt Lead Mgmt Customer Lifecycle Mgmt Sales Forcasting Campaign Mgmt Here we can see, through the use of colors which capabilities may contribute to the business objective. Commission Mgmt Proactive Marketing Customer Profile Mgmt 1.5 Customer Comm Mgmt 1.3 Customer Service Customer Relationship Hierarchy Mgmt Communications Management Self Service Customer Contracts Mgmt Call Center Communications Analysis Chat Issue Resolution Products Training Reduce Cost Reduce Time to Market

Strategic Significance (Differentiating Capability) 1. Customer Relations 1.1 Sales 1.2 Marketing 1.4 Customer Management Reduce Cost Differentiating Opportunity Mgmt Lead Mgmt Customer Lifecycle Mgmt Sales Forcasting Campaign Mgmt A further analysis on the capabilities would be to determine the capabilities that will be differentiated compared to other businesses. For this, use another color code. Commission Mgmt Proactive Marketing Customer Profile Mgmt 1.5 Customer Comm Mgmt 1.3 Customer Service Customer Relationship Hierarchy Mgmt Communications Management Self Service Customer Contracts Mgmt Call Center Communications Analysis Chat Issue Resolution Products Training

Reliance or Impact on Key Processes 1. Customer Relations 1.1 Sales 1.2 Marketing 1.4 Customer Management Reduce Cost Differentiating Process Reliance Opportunity Mgmt Lead Mgmt Customer Lifecycle Mgmt Sales Forcasting Campaign Mgmt Another element to include in the analysis may be to include the reliance or impact on key business processes. For this, use another color code. Commission Mgmt Proactive Marketing Customer Profile Mgmt 1.5 Customer Comm Mgmt 1.3 Customer Service Customer Relationship Hierarchy Mgmt Communications Management Self Service Customer Contracts Mgmt Call Center Communications Analysis Chat Issue Resolution Products Training

Reliance or Impact on IT 1. Customer Relations 1.1 Sales 1.2 Marketing 1.4 Customer Management Reduce Cost Differentiating Process Reliance IT Reliance Opportunity Mgmt Lead Mgmt Customer Lifecycle Mgmt Sales Forcasting Campaign Mgmt And, of course, you would also typically have a look at the reliance and impact of IT for the chosen capabilities. In this case, you should not look for all the capabilties that use IT in general, but those that where the supporting IT capabilities drive the performance or delivery of the capabilities value to the organization. Identify those capabilities where if the IT capabilities supporting the capability were not there, the business capability would be either missing, or insufficient. Commission Mgmt Proactive Marketing Customer Profile Mgmt 1.5 Customer Comm Mgmt 1.3 Customer Service Customer Relationship Hierarchy Mgmt Communications Management Self Service Customer Contracts Mgmt Call Center Communications Analysis Chat Issue Resolution Products Training

Detailing <Capability Name> Capability Capability Description, explaining as well as possible the scope of the capability Capability attributes Processes Function Information Service Level/ Availability Security Business Goals Metrics Current Issues Performance Owned By (business) Another way of analyzing the capabilities further, which may be useful as additional analysis, or instead – all dependent on the actual purpose of the analysis - is to look at different attributes for each capability in a prioritized order, as shown on this slide. xyx xyx xyx xyx xyx xyx xyx xyx xyx xyx

Detailing Customer Service Capabilities Customer Relationship Hierarchy Mgmt Covers the complete set of services and belonging database required for Customer Relationship Hierarchy management, including the storing, updating and use of the data. It covers all kind of Customer Relationships, such as mother, daugher companies relationships, (sport) chain relationships, family relationships. Each entity does not have to be a customer themselves, such as children in a family relationship. Capability attributes Processes Function Information Service Level/ Availability Security Business Goals Metrics Current Issues Performance Owned By (business) This slide shows a completed example. Marketing Self Service (access control) Self Service (shop) Call Center Collect, store, update, or delete Hierarchy and related Access Data Collect, store, update or delete Access Data Retrieve hierarchy data Retrieve access data Customer/relation Hierarcy Access Rules Preferably same as for Self Service (24/7) Disruptions lead to reduced self service function Customer confidencial Increase Revenue Highly Satisfied Customers Customer satisfaction survey Relationship based Sales number Capability does not yet exist Customer facing quality level (immediate) Customer Service