Use Case Examples Dirk Rejahl V 1.0

Touchpoint of the business model imply Use Cases Name Short description Market players/competition Maturity level Priority Customer/ Market Customer Segment Channel Relationship Product Offering Value Proposition C2M Activities Resources Partners Enterprise Management Cost structure Revenue streams Barriers Business related Technical Drivers Strategic portfolio Touchpoints/ Use Cases Upstream Downstream …catalog publishing, Product activation… …catalog publishing, Product activation, Move… Impact on other TM Forum teams Business Process Model (aka eTOM) Information Model (aka SID) Other teams

Use Case: Retrieve catalog information Name Retrieve Catalog information Actors Upstream customers (partner) Downstream customer (mass market consumer) Level Sub-function Triggering event Actor wants to interact with the enterprise due to a business demand Pre-Condition The actor is authenticated (basic flow)) The actor interacts anonymously (alternative flow) Post-Condition The actor is all relevant information to initiate a business transaction to meet it‘s demand Basic flow The actor specifies with kind of business transaction is demanded The platform retrieves all required information (including all commercial information, such as charges) for all product offerings and business transactions, the actor is eligible for, to meet the business demand, depending on customer information (such as customer type), customer account information (such as account balance) and products,the customer has obtained imn the past Exception1: Actor is not eligible for any business transaction The platform returns these information in the appropriate format Alternative flows The platform retrieves all required information for public available product offerings and business transactions Exceptions Exception 1 (no eligible transactions): The platform returns a comprehensive error message and terminates this use case Stakeholders Assumptions

Use Case: Initiate Move Name Initiate Move Actors Downstream customer (mass market consumer) Level User goal Triggering event Actor submits a move (relocation) order Pre-Condition The actor is authenticated and has retrieved all required information from the catalog, needed to submit a valid move order to the platform Post-Condition All relevant information about the customer in the CRM systems have been updated and the relocation of products have been initiated to be provisioned to the relevant service platforms and the relocation of physical resources (such as equipment installed at the customer site) have been scheduled Basic flow The Actor submits a valid „move order“ (according to the information retrieved from the catalog) with all required information, such as new address, to the platform The platform validates the new location data and updates the relevant information within the CRM systems Exception 1: Information is nor valid The platform retrieves all products, the customer has obtained, that need to be relocated (irrespective whether the relocation in required for commercial or technical reasons) Exception 2: The customer has an obtained product, that cannot be relocated The platform initiates the relocation of all required services and resources at the relevant service platforms Exception 3: For the relocation of a resource a visit at the new customer site is required The platform returns an acknowledge message to the actor

Use Case: Initiate Move (cont) Alternative flows N/A Exceptions Exception 1: … Exception 2:… Exception 3 (site visit is required): The platform send a message to the actor, that a site visit needs to be scheduled The actor performs the use case “Negotiate date for site visit” The platform continues the execution of this use case with the next step Stakeholders Assumptions