Using Business Scenarios in the Software Development Process

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1 IBM Software Group Using Business Scenarios in the Software Development Process Mike Starkey Business Scenario Architect IBM Canada Lab

2 Agenda Why Business Scenarios? What is a Business Scenario? Understanding who is doing what? What is a Technical Scenario? Influencing the Software Development Process Results 2

3 Evolution of e-business Access Enterprise Integration On Demand Get on the Net Buying not browsing Working not surfing Optimize operations Dynamically respond to the needs of customers, employees, partners, and suppliers Access Publish Transact Integrate Internally Integrate Externally Adapt Dynamically 3

4 Why Business Scenarios? Provide the context of how the products will be used Reduce the complexity of what developers need to consider Focus on solutions to customer problems rather than the nice to have s 4

5 Market Dynamics From management of transactions to horizontal integration for e-business on demand Build Transactional Applications Develop Integrate Applications efficiency and flexibility Collaboration with partners, suppliers adapt to change strengthen relationships new business models.mergers, consolidations, acquisitions Personalize Experiences Automate Processes 5

6 Evolving Business Scenarios Phase 1 Identify scenarios based on business problem Representative of a large number of customer solutions Representative of a small number of large customer solutions Addresses a number of known customer issues Phase 2 Validate that they are important strategically Review with marketing Review with architects Phase 3 Identify architectural issues in products Prototype enough of the scenario to drive out architectural issues Identify line items for products Phase 4 Ensure scenario can be implemented Test scenario by implementing to ensure it works 6

7 What is a Business Scenario Business Scenario (revenue potential, customer profile, business pains, etc.) Business Use Cases Steps (business role, duration, description) Technical Solution (architecture, technical issues, existing infrastructure, etc.) Technical Scenarios (products, components, design, etc.) Technical Use Cases (views) Steps (technical role, duration, description) Line Items 7

8 Sample Business Scenarios product install Experiencing the customer lifecycle solution migration solution development solution management solution test production test production deployment Private Exchange Scenario Objective Provide a one-stop shopping exchange for a set of suppliers and buyers by making product information available to the exchange participants Customer Benefits Reduce costs associated with multiple manual data entry processes Improve quality/accuracy of product information Reduce cycle time to get product information to the market -- including new products Mergers & Acquisitions Scenario Objective Expand market opportunity by acquiring a channel to the web. Must increase profitability by reducing infrastructure costs. Customer Benefits: Create a single, complete view for each customer. Quickly converge administration processes of acquired companies. Minimize the impact of convergence and costs on IT infrastructure. Customer Loyalty Scenario Objective Aggregate the customer view across the total portfolio to provide consistent support/service Provide customer access anywhere and anytime...clicks & mortar Customer Benefits Improve profitability by maintaining customer base & increasing number of services Increase customer service & marketshare 8

9 Business Scenario Customer Centre Direct channel Agent channel Other channels Single Admin Process Claims Customer Policy Admin LGI Customers LGI Products Auto Home Building DirectCom Customers DirectCom Products Auto Lord General Insurance (LGI) acquiring DirectCar for access to its successful web channel operations and for its relevant IT skills. LGI needs to quickly consolidate the customer records and policy information to enable a single face to the customer and improved target marketing 9

10 Who is doing what Customer call centre Agent Customer generate customer Quotes/Policies/claims Claims Handler manage claim, service providers, payment Service Provider Business Analyst AD Developer System Programmer business flow design solution build/test Install/confg i/pd Customer contact Direct Agent Customer Call Centre Claim System Claims Handling Claims Payment Service Provider Service Provider Admin S/vice Providers Payment system requests for service monitor service level System Administrator System Analyst security /admin performance/ trends Content Manager Finance manage reserves,,billings, Accountant cash flow, New Business system Policy Admin System Policy Handler manage policy, billing, risk In-force system Salesman Billing/Payment System generate /monitor sales campaign 10

11 Business Use Case: Investigate Claim The Claims Handler requests and collates various sources of information pertaining to the claim from internal and external sources Step Role Claims Handler Claims Handler Claims Handler Claims Handler Step Description Claim Handler logs into the Business Process Management system and is presented with a view of claims in a Valid Claim status. The Claim Handler selects a Claim and retrieves details for that Claim Check previous claim history - > Alert-. Claims exceeding $30000 NOTE: other external 3rd party checks could include - A Medical Examination, - An Assessment for another vehicle in addition to the policy holders vehicle - A Legal document from a solicitor - If claimant stated police were involved, it may have been necessary to request a police report All checks should be completed before moving to the next activityl Send externally for detailed Assessment of damage Check 3rd party and Assessor report ( Assumed in Auto to be unstructured), although standard assessor reports could be sent via EDI 11

12 Today s Enterprise IT Environment Value Chain Extranets IT environments are becoming increasingly heterogeneous and complex. Intranets Databases Legacy Systems and Applications Internet Transactions Networks Customers The role of modern middleware is to integrate and simplify 12

13 Technical Roles Technical user roles: I. Business Analysis Business Analyst II. Up & Running Product Installer III. Solution Development & Deployment Solution Architect Security Architect Application Developer User Interface Developer Information Developer Internal Tools Developer Solution Integrator Solution Tester Solution Deployer IV. System Administration & Operation System Administrator 13

14 Technical Use Case: Production Environment install The production environment is sacred. Therefore the products need to be installed and backed out quickly if they cause any adverse impact on existing products or solutions Step Role Solution Deployer Systems Administrator, Solution Deployer Solution Deployer Solution Deployer Solution Deployer Solution Deployer Step Description Back up existing software and data Review hardware and software levels across the entire production environment Apply prereqs and test Install solutions/products on the production environment Apply any urgent quickfixes and test Prepare to back out to previous level if problems occur 14

15 Influencing the Software Development Process Adding business use cases to the product theme documents Adding use cases to the component design documents Building samples around business scenarios Building testcases around technical use cases Product architects using business scenarios to make tactical decisions so that they fit with strategy Use business scenarios to prototype new technologies Use business scenarios to incrementally add new component features 15

16 An Example of how it Helps Development Business use case On every logon, the user s information is displayed to the user. They can change it if it is incorrect. Technical use case Retrieve the data for the customer from the Customer Entity EJB Problem: Developer focussing on how to optimize ejbcreate implementation However, scenario shows following usage pattern: ejbcreate called 4% of the time ejbload called 70% of the time ejbstore called 25% of the time ejbdelete called 1% of the time Therefore, based on scenario, developer should focus on optmization mechanism for ejbload rather than ejbcreate 16

17 Results Changing the development culture to focus on customer solutions Helping make the is-it-nice or is-it-necessary kind of decisions More general knowledge of what customers are trying to do with our products Interesting side-effects Customers interested in the process Using business scenarios to build their own platform Customers interested in how their scenarios map to the ones we are addressing in development (ie. Coverage) 17

18 Providing e-business on-demand Access On Demand Customers Partners Employees Business Portals Suppliers Business Process Integration Developers Application Development Application Connectivity Host Environment Open Source Community Open Services Infrastructure Enterprise Modernization 18

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