Software AG Case Studies Technical Service Optimized— Thanks to Process Management

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	Technical Service Optimized— Thanks to Process Management Software AG

Technical Service Optimized— Thanks to Process Management

Software AG

Technology Category	Application Infrastructure & Middleware - API Integration & Management Application Infrastructure & Middleware - Data Exchange & Integration
Applicable Industries	Telecommunications
Applicable Functions	Business Operation
Use Cases	Process Control & Optimization
Services	Software Design & Engineering Services
Challenge	Deutsche Telekom Technischer Service GmbH (DTTS) offers its customers a market-oriented service portfolio for Deutsche Telekom telecommunication, IT and IP technologies, from on-site consulting to total customer network management. DTTS services are geared toward private, corporate and carrier customer segments. DTTS sought to identify and leverage existing synergies and to keep the cost of modeling and maintenance at a minimum. To achieve this, DTTS looked at options to introduce a leaner process management system. The different production lines share many of the same or similar procedures and steps. DTTS wanted avoid redundancies while maintaining the benefit of customer-segment-specific processes. Otherwise, it would take too much effort to model and maintain so many different business processes, and existing synergies wouldn’t be realized. Read More
About Customer	Deutsche Telekom Technischer Service GmbH (DTTS GmbH) is a wholly owned subsidiary of Telekom Deutschland GmbH and, with more than 18,000 employees, is one of Europe’s largest technical service organizations. DTTS GmbH is a specialized and competent telecommunications service partner, thanks to its Germany-wide presence, high-quality and comprehensive portfolio of technical services, and clear customer focus. DTTS delivers all services associated with Deutsche Telekom’s telecommunication, IT and IP products. These include on-site consulting, set up, operation and repair of information technology and communication systems as well as customer network management. Read More
Solution	DTTS opted to conduct business process management using the ARIS platform. ARIS Architect allowed DTTS to develop standardized processes and an in-house data model. With ARIS Business Rules Designer, DTTS was able to model supporting business rules, which allow the standardized processes to reflect the specific needs of individual customer segments. The DTTS team employed ARIS Architect to design process models. In addition to its administration functionality, this tool features a rich intuitive environment for the entire process-modeling cycle, including automated modeling, design, formatting and presentation as well as database-oriented analysis options. In line with the corporate process model, which is also based on the ARIS platform, the DTTS process model was created with six levels of detail, including one with approximately 400 basic functions. Furthermore, the DTTS data model, which contains all data relevant to the process model, was developed with ARIS Architect. These models ultimately enabled the integration of business rules that reflect the specific requirements of the production lines with the standardized processes. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Application Infrastructure & Middleware - Data Exchange & Integration

Applicable Industries

Telecommunications

Applicable Functions

Business Operation

Use Cases

Process Control & Optimization

Services

Software Design & Engineering Services

Challenge

Deutsche Telekom Technischer Service GmbH (DTTS) offers its customers a market-oriented service portfolio for Deutsche Telekom telecommunication, IT and IP technologies, from on-site consulting to total customer network management. DTTS services are geared toward private, corporate and carrier customer segments. DTTS sought to identify and leverage existing synergies and to keep the cost of modeling and maintenance at a minimum. To achieve this, DTTS looked at options to introduce a leaner process management system. The different production lines share many of the same or similar procedures and steps. DTTS wanted avoid redundancies while maintaining the benefit of customer-segment-specific processes. Otherwise, it would take too much effort to model and maintain so many different business processes, and existing synergies wouldn’t be realized.

About Customer

Deutsche Telekom Technischer Service GmbH (DTTS GmbH) is a wholly owned subsidiary of Telekom Deutschland GmbH and, with more than 18,000 employees, is one of Europe’s largest technical service organizations. DTTS GmbH is a specialized and competent telecommunications service partner, thanks to its Germany-wide presence, high-quality and comprehensive portfolio of technical services, and clear customer focus. DTTS delivers all services associated with Deutsche Telekom’s telecommunication, IT and IP products. These include on-site consulting, set up, operation and repair of information technology and communication systems as well as customer network management.

Solution

DTTS opted to conduct business process management using the ARIS platform. ARIS Architect allowed DTTS to develop standardized processes and an in-house data model. With ARIS Business Rules Designer, DTTS was able to model supporting business rules, which allow the standardized processes to reflect the specific needs of individual customer segments. The DTTS team employed ARIS Architect to design process models. In addition to its administration functionality, this tool features a rich intuitive environment for the entire process-modeling cycle, including automated modeling, design, formatting and presentation as well as database-oriented analysis options. In line with the corporate process model, which is also based on the ARIS platform, the DTTS process model was created with six levels of detail, including one with approximately 400 basic functions. Furthermore, the DTTS data model, which contains all data relevant to the process model, was developed with ARIS Architect. These models ultimately enabled the integration of business rules that reflect the specific requirements of the production lines with the standardized processes.

Impact #1	A lean process model, thanks to standardized processes with integrated business rules for responding to specific situations
Impact #2	Processes adapt to new requirements, fast and flexibly
Impact #3	Excellent reusability of existing process modules

Impact #1

A lean process model, thanks to standardized processes with integrated business rules for responding to specific situations

Impact #2

Processes adapt to new requirements, fast and flexibly

Impact #3

Excellent reusability of existing process modules

Benefit #1	Reduced maintenance costs through the elimination of redundant sub-process modeling

Benefit #1

Reduced maintenance costs through the elimination of redundant sub-process modeling

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Overview

Technical Service Optimized— Thanks to Process Management

Operational Impact

Quantitative Benefit