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 |
Catalog management |
Catalog retrieval |
Product offering |
Partner B |
Partner A |
Provide catalog |
Catalog management |
Catalog export |
Catalog |
Customer |
Partner A |
Consult SLA |
SLA management |
SLA retrieval |
SLA |
Partner B |
Partner A |
Provide SLA |
SLA management |
SLA update |
SLA |
Partner B |
Partner A |
Consult SLA |
SLA management |
SLA retrieval |
SLA |
Customer |
Partner A |
Place Order |
Party management |
Retrieve party and create party if party doesn't exist |
Party |
Partner A |
Partner A |
Retrieve / create customer |
Customer management |
Retrieve Customer and customer account |
Customer |
Partner A |
Partner A |
Create / retrieve billing account |
Billing |
Retrieve and Create billing account if billing account doesn't exist |
Billing account |
Partner A |
Partner A |
Retrieve product |
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 |
Product Ordering |
Create partner Order |
Product order |
Partner B |
Partner A |
Notify order status |
Product Ordering |
Notify Order Status |
Product order |
Partner A |
Customer |
Notify order Status |
Product Ordering |
Notify Order status |
Product order |
Partner B |
Partner A |
Provide Usage information |
Usage |
Provide usage |
Usage |
Partner B |
Partner A |
Provide metrics measurement |
SLA management |
SLA notification |
SLA |
Partner A |
Customer |
Provide SLA report |
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 |
SLA management |
SLA violation retrieval |
SLA violation |
Partner B |
Partner A |
Provide Bill item |
Billing |
Send bill item |
Bill item |
Customer |
Partner A |
Send Payment |
None |
No payment API |
None |
Partner A |
Partner B |
Provide Settlement |
Billing |
Notify settlement note |
Settlement note advice |
Customer |
Partner A |
Change Offer |
Customer management |
Retrieve customer / customer account |
Customer |
Partner A |
Partner A |
retrieve billing account |
Billing |
Retrieve billing account |
Billing account |
Partner A |
Partner A |
Retrieve existing products |
Product inventory |
Retrieve /update existing products |
product |
Partner A |
Partner A |
Create order |
Product Ordering |
Create customer order |
Product order |
Partner A |
Partner B |
Request delivery |
Product Ordering |
Create partner order |
Product order |
Partner B |
Partner A |
Notify order status |
Product ordering |
Notify Order status change |
Product order |
Partner A |
Customer |
Notify order Status |
Product Ordering |
Notify order status change |
Product order |
Partner A |
Partner B |
Notify problem |
Trouble ticketing |
Create trouble ticket (internal) |
Trouble ticket |
Partner B |
Partner A |
Notify solution |
Trouble ticketing |
Update trouble ticket (internal) |
Trouble ticket |
Partner A |
Partner B |
Notify SLA threshold crossing |
SLA management |
SLA Violation notification |
SLA violation |
Partner B |
Partner A |
Notify SLA remedies |
SLA management |
SLA Violation update |
SLA violation |
1 Comment
Unknown User ([email protected])
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?