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Leveraging the above described customer journey, the business scenario presented below details:

  • The actors involved in it
  • The interactions (touch points) between them during digital service lifecycle
  • The API used to support interactions

In this use case, Partner A has the commercial relationship with final customer and partner B provides a product or service that partner A resells to final customer.
Actors involved in this business scenario are:

  • Customer
  • Partner A with role of service provider
  • Partner B with role of service provider supplying service B to partner A

Figure 3 provides a detailed view of interactions and API used

Figure 5 - detailed interactions and related API
Note: for the sake of clarity, offer cancellation has been removed and merged with offer change.
The table below summarizes:

  • The actors involved
  • The touch points between actors
  • The API used
  • The operation performed
  • The ODE business entity managed

Some touch points don't appear in the table:

  • Payment from customer as payment API is not yet specified
  • Payment to partner as payment API is not yet specified
  • Product use as it involves functional (service usage) APIs
  • Customer Invoicing as Invoicing API is not yet specified
  • Settlement note validation as no API is specified yet for such interaction
  • Technical problem submission by customer as it is not realized using API


Actor 1

Actor 2

Touch point

API

Operation

ODE business entity managed

Customer

Partner A

Consult Catalog
Customer consults catalog from partner A

Catalog management

Catalog retrieval

Product offering

Partner B

Partner A

Provide catalog
Partner B provides catalog to partner A
Partner A integrates partner B products

Catalog management

Catalog export

Catalog

Customer

Partner A

Consult SLA
Customer consults SLA of Partner A products

SLA management

SLA retrieval

SLA

Partner B

Partner A

Provide SLA
Partner A provides SLA of its Products

SLA management

SLA update

SLA

Partner B

Partner A

Consult SLA
Partner A consults SLA of Partner A products

SLA management

SLA retrieval

SLA

Customer

Partner A

Place Order
Customer places order to partner A
Partner A retrieves / create party
Note: this step allow creation of an individual or organization with its identification information and contacts

Party management

Retrieve party and create party if party doesn't exist

Party

Partner A

Partner A

Retrieve / create customer
Partner A retrieves customer and creates it if necessary
Note: this step allows creation of a customer role to party already created

Customer management

Retrieve Customer and customer account
Create customer and customer account if customer doesn't exist

Customer
Customer account

Partner A

Partner A

Create / retrieve billing account
Partner A retrieves billing account and creates it if necessary

Billing

Retrieve and Create billing account if billing account doesn't exist

Billing account

Partner A

Partner A

Retrieve product
Partner A retrieves product from product inventory

Product inventory

Retrieve existing products

Product

Partner A

Partner A

Create order

Product ordering

Create customer Order

Product order

Partner A

Partner B

Request delivery
Partner A creates order to requests order delivery to partner B

Product Ordering

Create partner Order

Product order

Partner B

Partner A

Notify order status
Partner B notify order status to partner A

Product Ordering

Notify Order Status

Product order

Partner A

Customer

Notify order Status
Partner A notify order status to customer

Product Ordering

Notify Order status

Product order

Partner B

Partner A

Provide Usage information
Partner B provides usage information to partner A

Usage

Provide usage

Usage

Partner B

Partner A

Provide metrics measurement
Partner B provides Metric measurement information to partner A

SLA management

SLA notification

SLA

Partner A

Customer

Provide SLA report
Partner B provides SLA report to customer

SLA management

SLA notification

SLA

Partner A

Partner B

Notify SLA violation

SLA management

SLA violation notification

SLA violation

Partner A

Partner A

Retrieve SLA Violation
Partner A retrieves SLA violation to Calculate penalties and adjustments

SLA management

SLA violation retrieval

SLA violation

Partner B

Partner A

Provide Bill item
Partner B provides bill item to partner A

Billing

Send bill item

Bill item

Customer

Partner A

Send Payment
Customer pays Partner A

None

No payment API

None

Partner A

Partner B

Provide Settlement
Partner A settles with partner B

Billing

Notify settlement note

Settlement note advice

Customer

Partner A

Change Offer
Customer requests offer change to partner A
Partner A retrieves customer information
(note: it is not necessary to retrieve party as customer already exists)

Customer management

Retrieve customer / customer account

Customer
Customer account

Partner A

Partner A

retrieve billing account
Partner A retrieves billing account

Billing

Retrieve billing account

Billing account

Partner A

Partner A

Retrieve existing products
Partner A retrieves customer existing products

Product inventory

Retrieve /update existing products

product

Partner A

Partner A

Create order
Partner A creates customer order

Product Ordering

Create customer order

Product order

Partner A

Partner B

Request delivery
Partner A creates partner order to request order delivery to partner B

Product Ordering

Create partner order

Product order

Partner B

Partner A

Notify order status
Partner B notifies order status to partner A

Product ordering

Notify Order status change

Product order

Partner A

Customer

Notify order Status
Partner A notifies order status to customer

Product Ordering

Notify order status change

Product order

Partner A

Partner B

Notify problem
Partner A notifies problem to partner B

Trouble ticketing

Create trouble ticket (internal)
Notify trouble ticket

Trouble ticket

Partner B

Partner A

Notify solution
Partner B notifies solution to partner A

Trouble ticketing

Update trouble ticket (internal)
Notify trouble ticket update

Trouble ticket

Partner A

Partner B

Notify SLA threshold crossing
Partner A Notifies SLA threshold crossing to partner B

SLA management

SLA Violation notification

SLA violation

Partner B

Partner A

Notify SLA remedies
Partner B Fixes the problem and notifies SLA remedies to partner A

SLA management

SLA Violation update

SLA violation



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1 Comment

  1. Simplifying a little bit: a customer can be a normal person using let's say: mobile service. Partner A and Partner B would be? any example of the type of product/service offered by service provider and supplier partner?