Business Process Map Online Provisioning System

1. Business Process Map Online Provisioning System Anahita ZamaniITMGMT 53030/7/2011

2. Process Mapping Workflow • Customers purchase product licenses (online account) via partners websites or by direct call to the customer service. • Requests coming from different channels get provisioned differently (automatically or manually). • Request are validated, queued and then convert to API call to the product. • Requests coming from manual channel are validated and entered to the system manually and will be maintained by multiple operators. • If a provisioning succeeded, welcome Email will be sent out to the customer. • No Email in case of failure

4. FAQ • Accounts purchasing channels • Volume Licensing Website (%10 of sale) • SKU1: Professional Suite of products –Manual • SKU2: Order over 2000 licenses –Manual • Online Product Services Website (%85 of sale) • SKU3: Standalone version –Automated • SKU4: Standard Suite of products –Automated • Direct Call to Customer Service (%5 of sale) • Custom SKU –Manual

5. Known Issues (from a talk with Service, Ops and PM team) • Manual provisioning • Multiple operators are involved • Slow process/Big backlog • Data discrepancy • High cost, less sale • Error Handling • No Email notification to the customers on Failed/rejected requests

6. Q & A