Information Technology Reference
In-Depth Information
Table 3. Example business use case
Order Entry for ADSL Product
(Relevant code sources marked with superscript)
Identified Codes
Goal and Triggers:
The goal of the use case is to
get the customer and payment data checked and up-
dated
1
,
verify the availability of the product in the delivery address
2
and
to enter the
sales order
3
to the IT system
according to the customer's wishes
4
.
The use case is triggered when a customer calls the contact center and wishes to order
an ADSL product.
Why:
flawless customer data
1
,
order validation
2
,
order entry
3
customer need clarification
4
,
Actors:
Contact center agent (user)
Who:
Contact center agent
Basic Course of Events:
The user opens the system using a web browser
1
and selects the ADSL purchase
function from the main menu.
The user asks for the
installation address
2
from
the customer
3
and enters the address
into the system.
The system
checks
the possibility to install
4, 5
the
ADSL line
6
in the given address and
returns
a list of possible speeds and add-ons
7,5
.
The user selects the ADSL add-ons one by one based on the customer's wishes and
the system guides this selection by removing all incompatible add-ons after each
addition
8
.
The system
shows
the price
9,10
after the add-ons have been entered.
If the customer agrees on the price, the customer is identified and the system user
searches for existing customer data from the system with the
customer name
11,12
.
The user verifies the validity of the
customer's social security number (SSN), phone
number and billing address
11
. If the customer data is not found, the user
adds a new
customer into system with the data
13
queried from the customer.
The system
checks the validity of the given SSN
14
and
stores the customer data
15
.
The s
ystem
conducts a
credit check
16
for the customer using an external credit check
agency
17
.
The system shows if the credit check fails. In this case,
all data is stored
15
, but no
ADSL order
18
is created. Instead, the customer is asked to come to the store and
provide a
collateral deposit
19
.
If the credit check succeeds, the system
creates an
ADSL order
18
, 20
and
creates a
related
service order
21
for a subcontractor
22
.
The system returns to the main menu and informs the user of a successful sales order
creation.
Who: Contact center agent with browser
1
,
customer
3
What: installation address
2
, availability
4
,
product
6
, product configuration
7
, product price
9
,
customer basic information
11
, customer credit
standing
16
, sales order
18
, collateral deposit
19
,
service order
21
How: Get available product configurations with
address
5
, Guide configuration of ADSL product
8
,
get product configuration price
10
, search for
customer by name
12
, create customer
13
, validate
customer SSN
14
,
update customer data
15
, get
customer credit standing
17
(external), create sales
order
20
, create service order
22
(external)
Other codes: Communication with the customer,
main menu
Candidate Identification and
Prioritization Phase
correct granularity. For example data transforma-
tion logic services should use the granularity of
the data category, such as the service candidates
under the “Access information” category.
Interaction logic candidates (Type 6) are
identified from the codes under the equivalent
category. These codes should have relations to
the “People” core category, which can help to
estimate the reusability. If the same interaction
logic is needed with several different actors or
the actors are using different channels to access
the same logic, then these services are more likely
to be reusable.
The scope of a service can vary from a simple re-
quest to a complex system that can access and com-
bine information from other sources. Enterprises
can use simple services to accomplish a specific
business task, while several smaller services can
be combined to support more complex processes.
The services should represent functionality that
is meaningful from the business perspective.
(Papazoglou & Dubray, 2004)
After the analysis, the codes from the analy-
sis of the use cases are transformed into service
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