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This lecture was delivered by Prof. Kishore Susarla at Amity Business School for Enterprise Architecture course. It includes: Identify, Segment, Stakeholders, Model, Business, Processes, Analyse, Technology, Process
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AARNet - Background
APL Process Model
Core Processes
Enabling Processes
Governance Processes
Project Management (^) …
Strategic Planning ManagementContract Risk Management …
ITIL Service Support Processes
Administrative Support
Incident Management
Change Management
Problem Management
Configuration Management
Security Management
ITIL Service Delivery Processes
Financial Management
Capacity Management
Service Level Management
Availability Management
IT Service Continuity Management
Security Management
HR Management
Business Continuity Management
Develop Pricing Model
Customer Billing
Understand Cust Rqts & APL Strategy
Define & Develop Services
Business Development
Design & Build Core Infrastructure
Provision Services
Procurement
Compliance
I originally started too low-level…
Process Owner: Lee Ridge
Customer Billing Process (“Service Provisioned” to “Invoice Sent”) Map of existing process
Applications &
Services
Optical Infrastructure
Group
CustomerRelations
Finance
Operations
A3 Service Provisioned
Activity Data Collection (A3)
Summarise & Format data. Report on web server
Rate activity data to determine charges (Quarterly)
Optical Service Provisioned
Invoice data entered
Generate Customer Invoice
Consolidate Invoice Errors? Feedback
Invoice Sent to Customer
No
Yes
Billing Request
Doug Farmer V1.0 19 July 2006
Related Processes:
Application Provisioned
Activity Data Collection (Apps)
Summarise & Format data. Report on web server.
Billing Request
Billing Request
Customer Issues & Feedback
No procedure for data validation or exception alerts?
Report printed from website and manually entered into excel spreadsheet
S/sheet printed. Manual entry to Finance
Copy of Invoice should be available for APL staff to view
Customers view Activity Report
Feedback & Requirements to Process Owner
No procedure for data validation or exception alerts?
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Analyse
Process Value
to Stakeholders
Process Value to Stakeholders
Customers IT Directors 2 2 2 2 1 2 2 1 3 3 2 2 IT Staff 1 1 1 3 3 3 2 2 2 1 2 2 Researchers 3 3 1 2 2 1 1 1 2 2 1 2 Educators 3 3 1 2 2 1 1 1 2 1 1 1 Students 2 2 1 1 2 1 1 1 2 1 1 1 Un-federated Innovators 3 3 1 2 2 1 1 1 1 2 1 2 Sub-Total: Value to Customers 14 14 7 12 12 9 8 7 12 10 8 10 Shareholders VCs and CEOs 2 1 2 1 1 1 1 1 2 3 2 2 APL Board Board Members 3 2 2 1 1 1 1 1 2 3 3 2 APL Advisory Committee AAC Members 3 3 3 1 1 1 1 1 2 3 3 1 Government DEST 1 2 3 1 1 1 1 1 2 2 2 1 DCITA 1 2 3 1 1 1 1 1 2 2 2 1 State Jurisdictions 1 2 3 1 1 1 1 1 2 2 2 1 Suppliers Strategic Partners 3 3 3 2 2 3 3 2 1 1 3 1 Carriers 1 2 2 2 1 2 2 2 1 1 2 1 Vendors 1 2 3 2 1 1 2 2 1 1 2 1
V0.1 Doug Farmer 25Sep2006docsity.com
0 = Gap 1 = Inadequate Process Support 2 = Adequate Process Support 3 = Strategic Process Support
Core Processes 1. Customer Requirements &Strategy 2. Define & Develop Services 3. Design & Build Core Infrastructure 4. Provision Services 5. Incident Management 6. Change Management 7. Problem Management 8. Configuration Management 9. Security Management 10. Develop Pricing Model 11. Business Development 12. Customer Billing Systems Accounting Finance One 1 Website / Intranet Standard website 2 Content Management System Knowledge / Document Management wiki (Confluence) 2 2 2 Contract Management System Business Records Management Asset / Configuration Management 0 0 0 Workflow / Process JIRA 2 3 2 3 Business Performance Management BPM / Reporting Tool 0 0 Customer Relationship Management None Network Activity Measurement Nagios 2 2 Billing & Customer Reports A3 - NRTG Traffic Graphs A3 - Traffic Tables 1 VoIP - Billing & Traffic Tables 1 Email & Calendar Exchange 2 2 2 2 2 2 2 2 2 2 2 1 email archiving SPAM / AV filtering Desktop Applications 2 2 2 2 2 2 2 2 2 2 2 1
System Gaps 1 1 1 1 1 Inadequate System Support 3
V0.1 Doug Farmer 25Sep
Analyse
Process
vs.
Systems
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APL Systems - Conceptual
Customers & External Users
Doug Farmer V0.1 16Oct
Internal Users
User
User
User
User
User Data User User
Sources
Dashboard content, Standard Reports, Ad-Hoc reports
Transfer of Relevant Data
Documents
KPIs and Dashboard - Enabling
KPIs and Processes
o. Compliance docsity.com
