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Transcript of Day 2 UADE Lecture
8/3/2019 Day 2 UADE Lecture
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Business Requirements for Enterprise Systems. ISMT E-200. Dr. Zoya Kinstler © 2008 1
Dr.ZoyaKinstler
GraduatePrograminInforma8onSystemsManagement
HarvardUniversityExtensionSchool
All rights reserved. Dr. Zoya Kinstler. 2009 [email protected]
EnterpriseArchitecture
BusinessCaseforanITService
UnderstandingaBusinessProcess
BusinessRequirements
Outline
8/3/2019 Day 2 UADE Lecture
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Business Requirements for Enterprise Systems. ISMT E-200. Dr. Zoya Kinstler © 2008 2
EnterpriseArchitectureDefini8ons–ITILv.3
DataArchitecture
Opera.onalModel:ProcessesandServices
HardwareandNetwork
Architecture
Applica.onArchitecture
Enterprise
Architecture
Architecture–“thefundamentalorganiza8onofa
system,embodiedinitscomponents,theirrela8onships
toeachotherandtotheenvironment,andtheprinciplesguidingitsdesignandevolu8on”
EnterpriseArchitecture– “theprocessoftransla8nga
businessvisionandstrategyintoeffec8veenterprise
change,bycrea8ng,communica8ngandimprovingkey
principlesandmodelsthatdescribetheenterprise’s
futurestatesandenableitsevolu8on”
Opera.onalModel –adescrip8onofbusinessfunc8ons
andenablingtechnologyservices,describedfroma
businesscustomer’spointofview.
Applica.onArchitecture– ablueprintfordevelopment
anddeploymentofapplica8ons.Mapsbusinessfunc8ons
toapplica8ons.Showsinterrela8onshipsbetween
applica8ons.
DataArchitecture –describesdataassetsoftheenterpriseanddatamanagementresources.Itmay
includecontentmanagementandcontentdeliverytools.
HardwareandNetworkArchitecture –describes
hardware,soWware,andcommunica8onscomponents
whichsupporttheoverallarchitecture.
Quoted from: ITIL v3, Service Design, pp. 35-37
SampleEnterpriseArchitectureDiagram
NetworkLayer
IT Hardware& Operations
Data
Repositories
Manufacturing& Other Core
Applications
Enterprise
Applications
Web Portals
Tools and services connecting Internal Applications
Customer Relationship
Management
EnterpriseResource
Planning
Customer Web Portal
Distributor PortalEmployee-facing
Service PortalSupplier Portal
SupplyChain
Management
Product
Management
Connecting Tools and Common Services for Portal Applications
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Business Requirements for Enterprise Systems. ISMT E-200. Dr. Zoya Kinstler © 2008 3
WhatleadsacompanytobuildorbuyanEIS?
ENTERPRISEneedsafasterturnaroundincustomerservice
aBUSINESSPROCESSneedstobeautomated
aSOFTAREAPPLICATIONisrequiredtoautomatetheprocess…
FromaBusinessCasetoanEnterpriseSystem
BusinessCase BusinessRequirements
SystemSpecifica8ons ITProjects SoWware
Applica8ons
• ALARGEandCOMPLEXSOFTAREAPPLICATION
• IMPLEMENTSABUSINESSPROCESS
• INTEGRATESwithOTHERAPPLICATIONS
6
GlocoMedITCasePor^olioObjective Initiative Request for Proposal (RFP) VP Portfolio
Grow revenue
by 4%
Launch a smart medical
equipment model with a
communication capability
2. Develop a solution for remote real-time image
transmission from the equipment site to medical
providers
3. Implement automated communications with mobile
MRI centers
Application Delivery – Manufacturing
Application Delivery – Service Centers
Expand sales via the web
channel 4. Launch an online Product Configurator for ordering
medical equipment
Application Delivery – CRM
Improve marketing
campaigns with business
intelligence
5. Implement Master Data Management (MDM) ,
including a Business Intelligence tool for customer
data analysis
Application Delivery – CRM /
Marketing / Legal
Improve
customer
satisfaction
Improve customer
experience 7. Deploy web 2.0-based customer self-service and
collaboration functions Application Delivery - CRM
State-of-the-art service
desk 8. Implement an Incident Management application
9. Implement a Global Service Desk application Technology and Operations
Application Delivery – CRM
Reduce
company cost by
2.5%
Launch Delivery-on-
Demand
10. Launch web-based product and service catalog
11. Online tracking of medical equipment assembly &
shipment
12. B2B e-bonding with suppliers of medical equipment
parts
Application Delivery – Service Centers
Application Delivery – Manufacturing
Automate order-to-cash
processes. Reach 30%
flow-through ratio
13. Pilot a web-based CRM service for sales agents
14. Integrate GLOCO systems with distributor
applications
Application Delivery –CRM
Application Delivery – Procurement
Make ICT
efficient
Strengthen IT service
management using ITIL
15. Develop IT service management dashboard
16. Develop IT service catalog
17. Develop IT Configuration Management database
Technology and Operations
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Business Requirements for Enterprise Systems. ISMT E-200. Dr. Zoya Kinstler © 2008 4
Projectsvs.Systems
TechnologyInfrastructureandOpera8ons
BusinessOrganiza8on
CIO
ITStrategyCEO
Business
Strategy
BusinessUnits
ITBudgetCFO
Financial
Management
Enterprise
Systems
ITOrganiza8on
InterfaceSpecifica8ons
BusinessCase
DataModelSpecs
SoWwareSpecifica8on
Requirements
Func8onalRequirements
SoWwarePackage
DeploymentPlan
ITProject
Opera8onsPlan
hatisaBusinessCase?
“Thebusinesscaseforaprojectshouldbe
dis8lledtoasinglesentence:
"ewillbedoing__A ____
tomake__B ____beer,
asmeasuredby___C ___,
whichisworth____D ___."
TheFounda8onofSoundTechnologyInvestment:TheTotal
EconomicImpact™Methodology.Forrester,ChipGliedman,2003.
Businesscasesec8ons:
A.ProposedSolu8on
BProblemStatement
CServiceLevelMetrics
DFinancialMetrics
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Business Requirements for Enterprise Systems. ISMT E-200. Dr. Zoya Kinstler © 2008 5
Execu.veSummary BusinessIni8a8veDescrip8on:strategy,objec8ves,scope
StatementofPurpose‐businessgoalsandfunc8onsoftheini8a8ve.
BusinessObjec.ves,Assump.onsandConstraints Businessobjec8ves
Scope:geographicregions,businessunits,products,marketsegments,etc.
Assump8onsandConstraints
UnknownsandRisks
LegalCompliance:impacts,constraints,andrisks
Businessstakeholdersign‐off
Func.onalRequirements RequiredFunc8ons/Features:listdesiredresult,priority,requirementid
BusinessProcessFlowsforeachfunc8on,e.g.ordering,marke8ng,pricing,logis8cs,customercontact,etc.
ITScope:listimpactedsystemsandservices
Securityimpacts
Tes8ngConsidera8ons
Opera8onalConsidera8ons
Non‐func8onalrequirements
ITstakeholdersign‐off
ResultMeasurements
Financial:poten8alannualrevenue,expensereduc8on,projectedsavings Non‐financialbusinessperformancemetrics
Technicalcapabili8esandservicelevels
Objec8ve/MetricName/MetricValue/HowtoCollect/Frequency/Owner
LevelofEffort(LOE)es.mates Labor,hardware,andsoWwarecost
BusinessCaseTemplate.
ITBusinessCaseinInternalProjectCycle
9
8
6
7
Business Initiative
Business Case
Budgeting
Maintenance & Operations
Deployment
BusinessSponsor
In-house IT
1
4
3
2
Statement of Business
Requirements
IT Solution Development
Testing
5
Solution Design & Project Plan
Project Cycle for
Internal IT Service
Delivery
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Business Requirements for Enterprise Systems. ISMT E-200. Dr. Zoya Kinstler © 2008 6
RequestForProposal(RFP)CycleforExternalITServices
Service Delivery:
• Transfer,
• Transition,• Transformation
13
12
9
11
Request for Information
(RFI) to suppliers
RFI Response from
Suppliers; Down-Select
Service OperationsCustomer
2
8
4
3
RFP Awards to selected IT suppliers
Supplier Training &
Positioning
Pilot Implementation
IT Supplier
5 Request for Proposal
(RFP) to suppliers
7 Due Diligence &
Supplier Down-Select
Business Initiative1
6 RFP Response10Service Design &
Program Planning
Project Cycle for
External Service
Supplier
Business Case
“Businessprocess”isagroupoflogicallyrelatedtasksthatuse
organiza8on’sresourcestoprovidedefinedresults
UnderstandingaBusinessProcess
Account
MaintenanceAccount
MaintenanceTasks,
Data,
Rules
A business process Supported by IT Systems
Businessprocessesareever‐changinganddeveloping
Processesareinterrelatedandinterdependent Processesmustflowbetweenmul8pleorganiza8onsandinterestedpar8es
Processesinteractwithsystemsandpeople.Thosepeoplecanbeemployees,
partners,customers,orsuppliers.
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Business Requirements for Enterprise Systems. ISMT E-200. Dr. Zoya Kinstler © 2008 7
Stand‐aloneBusinessProcesses
Provisioning
Identify Qualify Solution /
Proposal
Decision /
Negotiation Sale
Account
Maintenance
Billing &
CollectionsRepair
Opportunity Funnel Quote, RFP,
Proposal Order Request Contract
Marketing and Sales Processes
Service Delivery Processes
Customer
Care
Service Inventory Bill Service Order Trouble Ticket Account
CompositeBusinessProcesses
Integrated
applications
supporting
connected
business processes
Account
Maintenance
Identify Qualify Solution /
Proposal
Decision /
Negotiation Sale
Opportunity Funnel Quote, RFP,
Proposal Order Request Contract
Marketing and Sales Process
Provisioning
Service
Inventory
Billing &
CollectionsRepair
Bill Service Order Trouble Ticket
Service Delivery Process
Customer
Care
Account
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Business Requirements for Enterprise Systems. ISMT E-200. Dr. Zoya Kinstler © 2008 8
MoreComplexity:anOrder‐to‐CashProcessforaTelecom
Provider
The Order Matters, IBM Business Consulting Services.
http://www-1.ibm.com/services/us/imc/pdf/ge510-6144-order-matters.pdf
Human-to-
system flow
System-to-
system flow
Human-to-
human flow
IsDynamicProcessAssemblyPossible?
Process 1
…
ProcessN
Process
12Process 1
…
ProcessN
Process2Process 2 …
ProcessNProcess
2Process 1 … Process
N
Process
5
Application 1 Application 3Application 2
Application
Layer
Service
Interface
Layer
Business
Process
Layer
Application
Logic
Business
Logic
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Business Requirements for Enterprise Systems. ISMT E-200. Dr. Zoya Kinstler © 2008 9
BusinessRequirementDocument
– Requirementsarethestatementsofexpectedresults
– Businessrequirementsarethestar8ngpointofITprojects.
Suppor8ngAr8facts:
– Processflowdiagrams
– BusinessRules,i.e.:datavalida8onrules;if‐elselogic;userpersonaliza8onandprivileges
– TestScenariosandScripts
– UserStoriesandUseCases
– SystemArchitecturediagrams – orkmanuals,“MethodsandProcedures”
– ScreenandReportmockups
– Orderingforms,etc.
herearetheBusinessRequirementsRecorded?
• “…Businessanalyststranslatehigh‐levelbusinessrequirementsinto
func8onalspecifica8ons…
• Businessanalystshaveaclearunderstandingofbusinessneedsand
establishedbusinessprocesses...
• Businessanalystsaretheinterpretersofbusinessprocesses,workflows
andrequirements.
• Notably,businessanalystsneedakeengraspofbusinesslanguage,
objec8vesanddifferen8atedprocesses.
• Businessanalystsmustcommunicateorallyandinwri8ngwithclarity,
completenessandspecificity.”
“CapitalizeontheEvolvingandExpandingRoleoftheBusinessAnalyst”,Gartner,March2005.
ExpandingRoleofITBusinessAnalyst
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Business Requirements for Enterprise Systems. ISMT E-200. Dr. Zoya Kinstler © 2008 10
BusinessandITorkingTogether
BusinessRequirements
• HATmustbedeliveredtothe
business
• Startwithhigh‐levelbusiness“asis”
and“tobe”scenarios
• Definebusinessprocessflows!
• Defineuserrolesandfunc8ons
• orkoutlow‐levelbusinessdetails:
• Excep8onhandling
• Businessrules
• Manualtasks• Datainandout
• Changescenarios
SystemRequirements
• HOitneedstobedone
• Atahigh‐level,definesystemfunc8ons
• Definewhatexistsinsystemcapabili8es
todayandwhatneedstobebuilt
• Establishhigh‐levelapproachtoasystemsolu8on
• ConvertUSECASESintoTESTCASES!
Self‐serveSalesebsite:A“Requirementalk‐Through”
Howdoyousellthisproducttoday?Collectuserstories
hatistheprocessflow?–buildworkflowtemplates&rules
hoisauthorizedtodowhat?–useriden8tymanagement
hoispayingforwhat?–customeraccountmanagement
hatifauserdoesn’tknowwhattodo?–ContactUS/FAQ/Support
illsalesmanagersbecompensatedforonlineorders?–integratetoERP
Howtochargecustomer’screditcardonline?–integratewithabank
Howtocollectperformancemetrics?–ITneedsrepor8ngspecifica8ons
hatifaproducthaschanged?–rulesforversion/price/productchanges
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Business Requirements for Enterprise Systems. ISMT E-200. Dr. Zoya Kinstler © 2008 11
HowtoManageBusinessRequirements
RequirementGatheringPrac8ces:
Userstories‐SCRUM
RequirementGatheringSessions
Businessprocessdirectobserva8ons Brainstormingsessions,roundtables,etc.
Focusgroups&usabilitystudies
Mock‐ups,prototypes,pilots
Industryresearchandvendorcasestudies Compe88veanalysisandbenchmarking
Tradi8onalApproachestoSoWwareCycle:
aterfall
Itera8ve
NewApproach–AgileDevelopment:
SCRUM
Model‐DrivenArchitecture(MDA)
EmbracingScopeCreep:ManagingOngoingChanges
Forrester Research. September 2006, Trends “The Root Of The Problem: Poor Requirements”
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Business Requirements for Enterprise Systems. ISMT E-200. Dr. Zoya Kinstler © 2008 12
EnterpriseArchitecture
BusinessCaseforanITService
UnderstandingaBusinessProcess
BusinessRequirements
Outline