bpm - soa ufone

8/7/2019 BPM - SOA Ufone

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BPM&SOAenablementatUfone:

ACaseStudy



BPM&SOAatUfone:ATechlogixCaseStudy Page2

BusinessActivityMonitoring:ACaseStudy

UfoneisPakistan’s2ndlargestcellularservicesprovidingcompanywithasubscriberbaseof

over20million.Thecompanymaintainsnetworkcoverageacross10,000locations.Ufonehas

focusedonbeingthemarketleaderinValueAddedServices(VAS)byconstantlyintroducinginnovativeservices.

Challenge

Ufonewaschallengedwithservicingrequestsacrossahugecustomerbase.Theserequests

camethroughmultiplechannels(Callcenter,IVR,Webetc)andrequiredresponsesinatime

sensitivemanner.Alloftheserequestshadtotraverseacrosstheintersectionofthethree

criticaloperationalsystems:CRM,BillingandNetworkProvisioning.Thecurrentintegration

solutionutilizedpoint-to-pointconnectivityacrossthesethreesystems.Thishadresultedin

significantcomplexityinhandlingrequestsinaconsistentmanner.Thepoint-to-point

connectivityalsoimpliedthatUfonelackedaunifiedreportingormonitoringviewacrosstheentireprocessofhandlingincomingrequests.AtypicalVASprovisioningrequestmightentail

morethan40discreteprocessstepsandgainingvisibilityoverallexecutionofthiscomplex

processwasacriticalbusinessneed.

Apartfromtheprocessorchestrationissue,thehighvolumeofrequestswasalsoamajor

concern.Therequiredsolutionhadtohandleanaverageloadof1.5millionend-to-endprocess

transactionsperday.

TheSolution:

AjointIBM-TechlogixteamproposedaServiceOrientedArchitecture(SOA)enabled,processcentricapproachtoaddressUfone’srequirements.Theteamautomated22keybusiness

processes.Thisworkalsoconsolidatedcurrentandnewinterfaces,builtanSOAenabled

platformtosupportintegrationofthekeybusinessprocessesandimplementedbusinessactivity

monitoringforinsightintotheprocessworkflowsforproactiveimprovementandrootcause

analysis.

Someofthekeyprocessesaddressedwere:

♦ NewCustomerActivation

♦ PackageChange

♦ ChangeofSIM&NumberChange

♦ AccessLevelChange

♦ VPNActivation/Deactivation/Deletion

♦ CustomerPayments&ReversalofCharges

♦ FriendsandFamilyOfferingActivation/Modification/Deactivation

♦ CreditLimitUpdate

♦ ServiceBarringandRestoration

♦ VASActivation/Deactivation




Figure1ComplexProcessOrchestration

IssuesFaced&StrategyAdopted

Duringtheimplementationoftheproject,themajorchallengefacedbytheteamwashandling

thehighvolumesofprocessrequestsmanyofwhichwerelong-runningduetopossibleprocess

flowpathswhichincludedretriesincallingservicesonparticipatingsystemaswell,insome

cases,requiringhumaninterventioninaworkflow.Thestateoftheselong-runningprocesses

wasnecessarilypersistedintothedatabasethathadsignificantconsequencesforthroughput.

Tohandlethischallenge,theTechlogixteamineffectimplementedtwoversionsofeachprocess

toserveasalternativepathstoeachother.Whiletheprocessencounterednoexceptions,itwas

handledasashort-livednon-persistentprocesswithveryhighthroughput.Ifaprocess

exceptionoccurred,anewlongrunningprocesswasspawnedandprocessexecutionwas

handedovertothisinstance.Sinceexceptionsoccurredinlessthan5%ofallprocessinstances,

thisallowedUfonetobothhavehighthroughputprocessesandhandleexceptionsina

controlledmanner.

Technology

TheteamimplementedthesolutionusingtheIBMWebsphereplatformincludingWebsphere

ProcessServer,MQBrokerandWebsphereBusinessActivityMonitor.

Benefits:

The backbone architecture developed and delivered as part of this project will serve as a

foundation for future business process automation allowing new services to be plugged

seamlesslyintothisscalableservice&processcentricarchitecture.

Furthermore,theBusinessIntelligencedeliveredbytheBAMdashboardsisofenormousvalue

tothecustomeraddingvisibilityintotheirbusinessexecution.




AboutTechlogix

TechlogixisaglobalConsultingandITServicescompany.Withover300consultantsintheUS

and Asia, Techlogix delivers solutions in seven key practices including BPM, Master Data

Management, Business Intelligence, Application Integration, Project Portfolio Management,Enterprise Applications and Software Product Engineering. Our practices areas deliver

breakthroughbusinessvalueforenterprisecustomers.

ContactingTechlogix

7819331846

800WestCummingsPark,Ste4950

Woburn,MA,01801

[email protected]

www.techlogix.com

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