1. Use Case Examples
Dirk Rejahl
V 1.0

2. 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

3. 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

4. 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

5. 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