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Backroom Improvement Project September 2009

Backroom Improvement Project September 2009. How to demonstrate forward movement and bring life back to the project. Functional Overview Diagram. Backroom refers to the primary user interface provided by Verio for customer account management and ordering

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Backroom Improvement Project September 2009

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  1. Backroom Improvement ProjectSeptember 2009 Proprietary and Confidential Information of Verio.

  2. How to demonstrate forward movement and bring life back to the project Proprietary and Confidential Information of Verio.

  3. Functional Overview Diagram • Backroom refers to the primary user interface provided by Verio for customer account management and ordering • Within Nimbus, the Backroom constitutes one of the external interfaces Customer backroom Privileged and Confidential Information of Verio 3

  4. Completed Requirements Gathering Activities • Backroom Survey – March 09 • Customer Portal Requirements Survey – September 08 • Partner Interviews - ongoing Proprietary and Confidential Information of Verio.

  5. Backroom Top 5 (from the survey) • Domain Name Management • Resources (tutorials, documentation, etc.) • Ordering Wizard • Server Information • Account management • The underlying performance and general UI improvements need to apply across the board to all features in the customer portal. • Since item #2 should be an ongoing process for improving information, item #3 (Ordering wizard) is a candidate for replacement with an an external Shopping cart, we as a team can focus on items 1, 4 and 5. • Any application we develop needs to adhere to the style guide (Jeff’s work??) and use API to interact with Nimbus • Let’s use the same methods we would provide to our partners for integration with their own systems • Can also be used as a reference code for partners. Proprietary and Confidential Information of Verio.

  6. Portal Survey Top 10 Priorities • Technical resources (correlates to Item 2 of the backroom survey) • Support information (correlates to Item 2 of the backroom survey) • Submit a trouble ticket (New functionality for support and self service) • Manage my profile (correlates to Item 5 of the backroom survey) • View usage information (correlates to Item 4 of the backroom survey) • Service expiration notices (correlates to Item 5 of the backroom survey) • Single sign on • Register DN (correlates to Item 1 of the backroom survey) • View invoices (correlates to Item 5 of the backroom survey) • Knowledge base (correlates to Item 2 of the backroom survey) Proprietary and Confidential Information of Verio.

  7. Areas of focus for IS (recommendation) • The underlying performance and general UI improvements need to apply across the board to all features in the customer portal. • Since item #2 should be an ongoing process for improving information, an item #3 (Ordering wizard) is a candidate for replacement with an an external Shopping cart, we as a team can focus on items 1, 4 and 5. • Any application we develop needs to adhere to the style guide (Jeff’s work??) and use API to interact with Nimbus • Let’s use the same methods we would provide to our partners for integration with their own systems • Can also be used as a reference code for partners. • Prerequisites are definition of multiple roles and access by different partners and customers • Enable “multitiered hierarchy” with customization capabilities where “children” inherit characteristics and settings of the parent so that applications may be accessed by different customer types: Verio, Verio partners, Partners’ partners and end users of each level Proprietary and Confidential Information of Verio.

  8. All applications should be API-driven • Initial objective for API was to allow integration between Verio’s system and the systems of large customers or OEM partners • Initial focus was on ordering and product management functions • Future APIs needs to include methods for use in replacing the backroom interface • IS development should use API in the same manner as the partners as well as enable smart sourcing of the functionality from external providers Privileged and Confidential Information of Verio 8

  9. Process • We can quickly clean up very obvious items: • Remove outdated training and documentation files to appropriate support pages on verio.com and viaVerio.com • Clean up server and network health pages • Develop use cases based on user roles for DNR/DNS and Account Information application replacement • Develop missing API methods • Apply Style guide • Implement/Document/Test • Deploy in parallel with existing apps • Remove legacy apps once the bake in is complete. Proprietary and Confidential Information of Verio.

  10. Backroom Users – what they do Verio partners (ViaVerio resellers) – main activities • Customer management • DNS/DNR management • Order submission • Invoice Management Verio Direct customers: • DNS/DNR management • Account management – profile, payment options • Order submission Verio OEM partners: • Occasional use of the backroom • Primary interaction is through APIs Proprietary and Confidential Information of Verio.

  11. Proprietary and Confidential Information of Verio.

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