1. Commercial-in-Confidence 1 Managing eBusiness - Operational Challenges of an Online Business Model

2. Commercial-in-Confidence 2 Overview Aspects of an online business model Purpose, value, typical functions Service management environment context Taking the BSS/OSS online Developing integrated architectures Choices, approaches and lessons End-to-end integrated enterprise operational environments Role of data, interface and process Online business model case study Role of product catalogue, service provisioning etc

3. Commercial-in-Confidence 3 Online Business Model? Who are the actors? Customers, Partners, Suppliers, Internal What are the actors? People, systems, web services What are the functions? Customer/Partner self service, supplier integration, ubiquitous access to information for staff Where is the value? Reduction of costs, accurate and timely service and information

4. Commercial-in-Confidence 4 Service Management Environment Challenges in the Service Management Environment pervades the entire service management environment (BSS/OSS) access to information that was previously available via other means (business reporting, operational resource planning etc, etc) unique requirements for data modeling increased urgency for integrated architectures

5. Commercial-in-Confidence 5 Key Architectural Issues 1.Developing Integrated Architectures 2.Understand the Role of Integration Technologies 3.Understand the Role of Process Management 4.Organisational Issues effect the architecture development

6. Commercial-in-Confidence 6 Developing an Integrated Architecture Architecture Pressure Points data modelling, process design, interface design Data issues replication, synchronisation, access, consolidation, data panic Strategic Architecture Planning understand paradigms and methodology used to approach large architectural issues address the logical system partitioning, data models, integration and synchronisation strategies identify data, processes and interfaces that support *core* business activities

7. Commercial-in-Confidence 7 Role of Integration Technologies Enterprise Application Integration (EAI) becomes attractive where numerous external applications/systems system can automatically perform tasks (n) systems -> (n) application connectors COTS connection, application vendor supplied connectors

8. Commercial-in-Confidence 8 Role of Integration Technologies (cont) EAI Software Component Integration Gateway – mediation device to translate object definitions and functions from one environment to an another Object Abstraction – uses the process of abstraction of two disparate models to form an ‘interface’ Application Interworking – horizontal integration of different operation systems with different technologies and different object models Generic Object Model

9. Commercial-in-Confidence 9 Role of Process Management Process Integration, Coordination and Automation Flexible and controlled integration between people and systems Process management solution solution independent of EAI Ideally process management solution is middle-ware agnostic

10. Commercial-in-Confidence 10 Lessons Learned 1.Greenfield / Blue Sky doesn’t last 2.Need for a Technology Management Plan 3.Strong Software Architecture and Technical Leadership 4.Watch the ‘Architecture Pressure Points’

11. Commercial-in-Confidence 11 Case Study The Challenge: Online Business Support for Multi Service Packages (supporting multiple network products on a shared line (DSL bearer) Solution Requirements: ‘Plug and play’ of products into whole of company environment, processes, systems, operations Generic (common) set of product independent business requirements and business rules to support the multi service model Business process and system support for complex order/provisioning/billing scenarios enabled via the multi service model

12. Commercial-in-Confidence 12 Case Study (cont.) Catalogue Definitions and Online Ordering Codify product definitions, ordering scenarios, and validation rules Use component based product definitions Use a service order a request for change of service Choose a product configurator that suits your business objectives Enables automation in Service Provisioning Process

13. Commercial-in-Confidence 13 Case Study (cont.) Quotes, Rating and Billing Rates and charges associated with fine grain product catalogue object model Allows rates and charges rates and charges to be re- assigned during complex service change scenarios

14. Commercial-in-Confidence 14 Case Study (cont.) Service Activation & Change Requested changes to services modeled as orders Business object lifecycles key to automated provisioning Service Provisioning Messages New Order Request Order Update Request Order Cancellation Request Order Status Update Response

15. Commercial-in-Confidence 15 Concluding Remarks Major implementation issues continue to be: Legacy data migration Client training and communication Strategic Architecture Planning Understand paradigms and methodology used to approach large architectural issues Identify data, processes and interfaces that support *core* business activities Treat data models, processes, and interfaces as a crucial part of the technology management plan

16. Commercial-in-Confidence 16 Thank You Chris Phillips Email: C.Phillips@ citr.com.au Contact CiTR Pty Ltd for more information about our Online Business Solutions http://www.citr.com.au