Service Management.

Processes: Process Consulting.

T-Systems Process Model.

Control Processes

Strategy & Planning Finance & Controlling

Customer Product/Solution
Commercial Order Portfolio
Sales Marketing
Management Management

Request-to-Offer/Contract
Order-to-Cash
Usage-to-Cash
Fault-to-Restoration
Customer Customer
Complaint-to-Resolution

Network/Factory
Service Planning & Assurance

Engineering Service Implement. Mgmt.

Operations Management Service & Operations Support

Human Process
Project/Risk Internal IT & Security
Resources Procurement & Quality
Management Infrastructure Management
Management Management

Support Processes

Boilerplate Slides 21/10/24 2

Outline of Customer-to-Customer Processes.

Trigger Five C2C Processes Substantial Contents Major Results

 Solution Design 
 Customer Request Offer –for Products–
 Bid Management
product related Request  Offer –for Solutions/Projects–

Plan
 Risk Management 
 Customer Requirements -to- 
Contract
Contract Conclusion  Status: ready-to-order
unspecified Offer/Contract  Contract Implementation

 Commercial Order   Delivered Products

Delivery of Products
Initial Order, Order from Frame Order  Preparation of Service  Implemented Solutions
Build

Contract , Change Order -to-  Project Delivery  Completed Projects

 Cancellation  (one-time) Billing  Bill
Cash
 Status: ready-for-service
   Delivery of contracted Services
Usage of services Ensure SLA-conform Services
by the customer Usage  Customer specific Service  SLA-Report
-to- Level Management  Bill
 Periodical Billing
Status: start-of-services Cash

 Incident  Proactive Problem  Customer accepted fault

Fault
Run

 announced by the customer Management and reactive restoration

 Incident which was internally -to- Incident Management  Causes were analysed and
 Escalation Management
identified Restoration eliminated
 1st, 2nd und 3rd Level Support
 Customer complaint  Customer satisfaction with the
 Systematic Complaint
Complaint- Elimination results of individual complaint
-to-  Identification and Implementation elimination
 Sustained Process Optimisation,
Resolution of Optimisation Potentials
based on Complaint Analysis

Boilerplate Slides 21/10/24

21/10/24 3
Customer Transition Project: Processes.
Procedure Model for Customising T-Systems‘ Customer-to-
Customer Processes.

Customer-to-Customer Process Alignment

Defining a Process Specification of Derivation of Roll-out Processes
Oriented Business Processes IT Requirements
Model

Step 1 Step 2 Step 3 Step 4

 Analysing customer  Defining business use  Specifying IT  Defining test and

processes cases requirements implementation
 Mapping on T-Systems  Defining process logic  Mapping on T-Systems scenarios
process model IT architecture  Customising business
 Specifying process
 Defining target performance (business support support tools
business model for tools)  Testing
customer project  Defining target  Roll-out processes
architecture for
customer project

Boilerplate Slides 21/10/24 4

Procedure Model Process Consulting.
Step 1: Defining a Process Oriented Business Model.

(1) Analysing customer processes

As-is analysis of customer processes, information objects,
and IT systems at customer interface

(2) Mapping on T-Systems process model Customer

Request Offer
forOffer Request-to-Offer/Contract
DemandManagement Contract

Order
Order-to-Cash Deliverables
Change ChangeManagement

Mapping the customer processes on T-Systems’

(ITIL) Invoice

Usage-to-Cash Deliverables
IncidentManagement

customer-to-customer processes
Incident
(ITIL) Invoice
Problem Report
ChangeManagement
(ITIL)
Fault-to-Restoration Restore
ProblemManagement
(ITIL)

Complaint Input forComplaintsfromall Complaint-to-Resolution Resolution

Processes

(3) Defining target business model Customer

Offer
Requet
for Offer Request-to-Offer/Contract Contract

Defining the target business model Deliverables

Customer Interface

Customer Interface
Order Order-to-Cash Invoice

focussing on the process view

Change
Deliverables
Usageof Usage-to-Cash Invoice
Services
Reporting
Incident
Fault-to-Restoration Restore

Complaint Complaint.to-Resolution Resolution

Boilerplate Slides 21/10/24 5

Procedure Model Process Consulting.
Step 2: Specification of Processes.
<Nameof business usecase, consisting of verb +substantive>
………….

Name
ProcessMapping <Mapping ongeneral business processes on thepart of thecustomer and T-Systems>

(1) Defining Business Use Cases

 <Customer>: ………….
 T-Systems : ……..
Description <Short description and goals of thebusiness usecase>
………………….
Actor <An actor is aperson or asystem, initiating thebusiness use case>
…………….
Trigger/Input <Initiativeevent, executed bytheactor and starting thebusiness usecase; inclusivespecification of information objects and status>
…………………

Customer requirements are analysed by means of Output

Activities
<Result, achieved after successful run through theusecase; inclusivespecification of information objects and status>
………………….
<Overviewof sequential flowof essential activities of thebusiness usecase>
1. <Substantive+Verb>

business use cases and documented in a defined

2. …………
3. …………
Detailsseeflowchart
KeyPerformanceIndicators(KPI) <List of essential keydata, wherebythesuccessful fulfillmentof thebusiness usecasecan bemeasured>
…………………….

structure.
Critical SuccessFactors <Prerequisites and basic conditions, which areessential for implementation and executionof theprocess>
 Pre-conditions:
o …………………
o …………………
 Post-conditions:
o ………………..
o ………………..

(2) Defining Overall Process Logic

Based on business use cases

the process logic will be specified in detail
for each business use case respectively for
consolidated categories of business use cases.

(3) Specifying Process Performance

[CUSTOMER] and T-Systems agree on specific KPIs

for each process. The KPIs are documented and
will be used for measuring process performance.

Boilerplate Slides 21/10/24 6

Procedure Model Process Consulting.
Step 3: Derivation of IT Requirements.

ProcessView ITView
3 Inv
Invoice
oice

(1) Specifying IT Requirements

Order-to-Cash
Order-to-Cash B:Flex
B:Flexxx
1
1 Order …
… SAP@
SAP@
Order Custom
Customer
er Order
Order D
Deliv
elivery
eryOrder
Order Order 2
OrderEntry
Entry Managem
Management
ent Managem
Management ent
Billing
Billing CD
CDSS
Calcu-
Calcu-
lator
lator

No. FieldofAction DescriptionandEffect Impact

QualitativeRisks:

IT requirements are derived from process specifications.

1  Is it possibleto map complexproducts bymeans of rules and
dependencies?
 Synchronisationof order management -synchronous order
status attheinterfaces (orders mayhaveto block further
activities)

Fields of action are identified and analysed. Open Input Interface (B2B)
 Contracted requirementwhichwas extended to orders involving
stock piling.
 Failurerateof interfaceincreases becauseof load and
runtimes of orders (complexity, not quantity)
 Detailed messaging serviceto customer as order support
MonetaryRisks:
 Coordination costs aboveaverage
 High costs for individual customisation
 High operation costs caused bysupport for order
managementandincidentmanagement

(2) Mapping on T-Systems IT Architecture Employeeof Customer Employeeof T-Systems

T-Systems boundary

The IT requirements derived from the customer processes Portals (Customer Frontends, Shops, etc)

are mapped on T-Systems’ target reference architecture. BSS Applications OSS Applications

ReferencePointsbetweenBSS and OSS

If necessary, an interim architecture may be defined Integration Infrastructure withWorkflow, Monitoring and Integration

including a roadmap which lists the activities for B2B ApplicationforCustomer B2B ApplicationforSupplier

implementing the target architecture. Customer

systems
Supplier
systems
Suppliers external or
withinDTAGgroup
ResponsibilityICTO
ResponsibilityPQIT

Shop

(3) Defining Target Architecture (IBM)

B2B
Catalogue Catalogue CCP
(Seeburger)
Seeburger) TS Customer
Inventory

TMO

The target architecture is defined for implementing the SOA

(Web Methods)
Methods)

IT requirements in this specific customer project.. DSS

…

ARS
b.flexx SAP Web AS
SAP@IT
P02
P01 SAP@SI

Boilerplate Slides 21/10/24 7

Procedure Model Process Consulting.
Step 4: Roll-out Processes.

(1) Defining Test Scenarios

Defining end-to-end scenarios for test and implementation
based on the business use cases.
Developing subject specific test scenarios.

(2) Customising Business Support Tools

The IT applications of T-Systems which support the respective

processes will be customised. The results of analysing the fields
of action and the milestone plan of step 3 are the basis for these
activities.

(3) Test and Roll-out

Testing the customer specific processes in the IT target architecture,

respectively the interim IT architecture, and roll-out.

Boilerplate Slides 21/10/24 8

Defining a Process Oriented Business Model.
Analysing Customer Processes.

Customer

Request Offer
for Offer
Request-to-Offer/Contract Contract
Demand Management
Order
Order-to-Cash Deliverables
Change Change Management
(ITIL)
(ITIL) Invoice

Usage-to-Cash Deliverables
Incident Incident Management
(ITIL)
(ITIL) Invoice
Problem Report
Change Management
(ITIL)
(ITIL)
Fault-to-Restoration Restore

Problem Management
(ITIL)
(ITIL)

Complaint Input for Complaints from all Complaint-to-Resolution Resolution

Processes

Boilerplate Slides 21/10/24 9