Integration Hub

1. Integration Hub 1

2. Agenda • Accenture Communication Integration Hub Overview • Enterprise Application Integration (EAI) Overview • Integration Hub Solution Architecture • Microsoft BizTalk Server • EAI Platform Comparison • Value Proposition • Credentials • Appendix: Accenture Methodology & Supporting Slides

3. Integration Hub Overview Benefits Solution Internal Users Customers Suppliers Partners • The Integration Hub provides an end-to-end integrated solution for the Communications and High Tech Industry featuring the best of breed packaged systems for: • CRM • Billing • Provisioning • Using EAI middleware, the Integration Hub offers: • Fundamental Architecture Frameworks • Data Requirements • Data Conversion Rules • Business Events • Process Models • Leveraging the Integration Hub asset helps businesses: • Assure quality data • Reduce costs • Improve revenue assurance • Decrease order processing time • Leveraging the Integration Hub asset enables development efforts to: • Reduce work effort • Lower cost • Lower risk • Improve quality Fundamental Architecture Frameworks Data Requirement Data Conversion Rules Process Models Business Events Best of Breed Packaged Systems OrderEntry (Web) OrderMgmt.(Internal) Billing(Internal) Provisioning(Internal) InventoryMgmt.(Suppliers) Fulfillment(Shipper)

4. The Integration Challenge Enterprise applications have traditionally been integrated using numerous point-to-point interfaces that can be difficult and expensive to maintain and manage. Customer Management Billing Message Proc. Guiding & Rating Taxation Sales Customer Self Service Usage Customer Care Trouble Ticketing Quotes / Order Creation Web Gateway Mediation Invoicing & Format Collections Accts Rec. Order Management Customer Database Mgt Other External Interfaces Order Mgt Customer Product Suppler Gateway Activation / Svc Assurance Order OSS Interconnect Print Services Task Mgt Svc Activ. Mgt Test Mgt Banks / Lockbox Provisioning Config. Mgt Workforce Mgt Network Mgt Enterprise Management Design / Assign Inventory Mgt GL/AR/AP Cash Mgt HR Credit Card Trouble Mgt Maint. Mgt Fault Mgt Asset Mgt Supplier DB Purchas’g

5. Enterprise Application Integration (EAI) Definition of EAI: A set of technologies that enables the integration of end-to-end business processes and data (information) across disparate applications to increase an organization’s ability to respond andadapt to change. Customers Internal Users Suppliers Partners Connector Connector Connector Connector “Integration Hub” Connector Connector Connector Connector Connector Connector OrderEntry (Web) Billing(Internal) Provisioning(Internal) InventoryMgmt.(Suppliers) OrderMgmt.(Internal) Fulfillment(Shipper) By 2004, the market for EAI products & services will grow to over $30 billion 28% of total expenditures on integration - Ovum

6. EAI Value Proposition Business Drivers for EAI Increase timeliness and accuracy of information Increase return on technology investment Enhance collaborationswith partners Manage ubiquitous interactions (supplier’s suppliers and customer’s customers) Handle Mergers and Acquisitions Address Regulation and Deregulation • Access Customer Data Real Time- Fully integrated, up-to-the-second visibility and control of the business and customer experience • Improve Data Accuracy - Reduce multiple data entry tasks, eliminating errors • Respond to Change Faster- Create a more nimble interface to internal and external packaged, custom, legacy, and web applications • Enhance Customer Experience- Help to create a customer-centric organization • Extend Enterprise Focus- Integrate packaged, custom and legacy applications and assimilate disparate systems • Decrease SI and Operating Costs- Significantly decrease long term development and maintenance time and increase reusability • Connect with Business Partners- Enable B2B transactions • Enable Web Access - Enable customer self service and eCommerce and web based access for internal use

7. Why Did Accenture Create an EAI Asset? • Communications clients were facing same integration challenges over and over. • Integration architecture and foundation are similar for every client. We saw an opportunity for reuse and leverage. • Clients were time-constrained to implement integrated systems to go-to-market quickly. • We wanted to provide a competitive differentiator to attract clients by offering a lower cost solution.

8. Legend: Accenture Developed EAI Provided Integration Hub Integration Hub Architecture Components Application Architecture Components • Application Connectors • Drivers provide pre-built interfaces to packaged applications (can also be custom-developed if needed) • Transformersuse Event Transformation Rules that translate from specific APIs into the common Shared Object Model format (includes field mapping, translation, and validation rules) • Publish/Subscribe components send business events to/from the Communicator messaging infrastructure • Process Models • Process Automation provides the mechanism to automate business rules and processes • Common Architecture • Shared Object Model provides a predefined common logical model of communications industry business objects & events • Communicator provides transactional synch/asynch messaging infrastructure • Channel Architecture defines how messaging will be partitioned for high-performance communications CRM Billing Driver Driver Driver Driver Transformer Transformer Transformer Transformer Integration Hub Publisher Publisher Subscriber Subscriber Shared Object Model Channel Architecture Communicator Infrastructure Publisher Publisher Subscriber Subscriber Transformer Transformer Transformer Transformer Driver Driver Driver Driver Process Automation Provisioning

9. What is the Integration Hub? • Software – designed, coded, tested • Pre-configured versions of best of breed 3rd-party software • Development framework - methodology and templates • Customized data mapping between applications • Extensible and scalable architecture • Business events and process models designed for the communications industry • Configurable for clients needs • Proven solution

10. Myths and Facts about the Integration Hub Myth Fact This is COTS(custom off-the-shelf software) This is not packaged software— client receives all the source code and documents; no maintenance agreements required This is nothing more than packaged applications installed out of the box The solution includes customizations, modifications, and additions to the packaged applications to bring business value to the software implementation This is a specific client implementation turned into an asset Communications industry thought-leadership conceptualized and designed the solution to have common events that support a wide variety of communications clients This solution is static and will become outdated Asset is continually updated with new software versions and current market trends

11.  Create Customer Account  Create Customer Account  Customer Account Data is Translated into Integration Hub Order Information is sent for Billing  Receipt of OrderInformation is Acknowledged   Process Automation Sends Order to Provisioning Order Status Details Routed to Process Model  Generate Order Worktasks   Network Operations Center Personnel Updates Manual Tasks Complete Automated Tasks  Update Automated Tasks  Order to Cash Process This process details the interaction starting from customer and order creation through service activation to billing Sales & Customer Care Enterprise Application Integration Billing Inventory Management Provisioning Network Elements

12. Why BizTalk Server? We are capitalizing on ourstrategic alliancewith Microsoft to delivery Microsoft based Solutions to our clients • Up-and-coming / Emerging EAI product • Strong Relationship / Alliance between Accenture and Microsoft • Process-Based EAI • Ease of Development • Standards for Interoperability • XML • B2B standards • Industry XML support • Architectural Integration • Scalability • Manageability • Platform Integration • Lowest Cost (fully functional) EAI Product Available –software license fees

13. Ability to Execute Completeness of Vision BizTalk Industry Analysis “[Microsoft’s] clout is such that it influences the integration middleware market even before its products are shipping.” 1 “Microsoft's customary strategy of low software prices and strong promotion with software developers and ISVs may accelerate the consolidation of the integration broker market during the next several years.” 1 Some departments and business units will want or require BizTalk Server, even when another broker may have been previously purchased. 2 Companies will probably need to run more than one integration broker vendor within their enterprise. 2 1 Source: GartnerGroup Strategic Analysis Report September 2000 (R-11-5113) 2 Source: GartnerGroup Application Integration Conference May 2001

14. Integration Hub BizTalk Solution Microsoft BizTalk Platform: • 3 Business Events • Create Account - transfer the account hierarchy from CRM to Billing. • Add Service Instance - create a new service instance (level at which usage will be captured) to be billed. • Add Product- start billing for a new product or product set. a debit or credit to a billing account • BizTalk Orchestration • Routes Data between Applications • BizTalk Server2000 • SiebeleCommunications2000 • Portal Infranet6.1

15. Process Automation Data Transformation Structure Definition Document Tracking Operations Management Business Processes 3 Business Events Transformation Rules Data Entity Definition Data Validation Message Routing Record Correlation Exception Handling Logging & Notification Call PortalCOM API Integration Hub BizTalk Conceptual Design Legend HTTP Transport Siebel 2000 BizTalk OOB COM Call Config and/or Code Application Workflow Integration Hub – BizTalk ASP ReceivePage Messaging Configuration Custom Wrapper Portal Infranet 6.1

16. Value PropositionBusiness Assure High Quality Data • Decrease errors in systems caused by duplicate entry ReduceLong-Term Costs • Reduce cost of maintaining OSS system interfaces and staffing ImproveRevenue Assurance • Generate more revenue through immediate and accurate billing ReduceOrder Processing Time • Decrease order detail collection effort and improve lead time for service activation

17. Value PropositionProject Development Reduce Work Effort • Saves between 1000-2500 workdays of design, build, and integration work. Quick time-to-market Lower Cost • Asset build costs are shared across clients which allows clients to realize business capabilities without starting from scratch Lower Risk • Solution is proven with several successful client implementations Convenience • Develop in solution center environment, utilizing deep CRM, Billing, Order Management and EAI expertise

18. Appendix 18

19. EAI team and application teams should communicate at developer and team lead levels Staff application subject matter experts on the EAI teams Verify field value translations between applications; e.g. failure to identify what the cancel reason value should map to from CRM to billing Develop restart/recovery capabilities for failed business events Prioritize the processing of business events; e.g. CreateAccount event is processed before ModifyAccount event Validation of field values in EAI should only be done in the applications Key Experiences and Lessons Learned

20. Order to Cash Process Sales & Customer Care This process details the interaction starting from customer account and order creation to billing    EAI Microsoft BizTalk   Billing

21. BizTalk Process Details • New customer account is created in Siebel via Customer Sales Rep. Customer’s order is captured and sent for fulfillment. • Customer Account data, represented as an XML message, is brought into BizTalk Server and transformed into the Integration Hub's business event data structure. Additional order details -- service instance and products -- are subsequently processed • BizTalk orchestration sends customer account and order details to Portal Infranet for billing via the Portal Application Integration Component (AIC). • Acknowledgement of information received is sent back to BizTalk via Portal AIC.

22. Integration Hub Assets Framework Integration Hub provides both software and non-software assets that are critical for solution development Integration Hub Software Development Foundation Development Blueprint Accenture Knowledge Capital • Reusable software components include: • Common Foundation Classes • Common Channel Event Classes • Application Connectors for Data Transformation • Process Models • Enterprise Application Customizations • Integration Hub development assets include: • Common Development Toolset • Design Framework • Version Control Tools • Performance Designs • Etc. • A major component of this design is the “cross application data design” • Integration Hub based planning and development methodology include: • Analysis • Design • Build & Test • Project Management • Work-effort Estimation • Accenture experience in the areas of: • Service Providers Processes • Product Vision • Integration Experience • Extensive Vitria Experience

23. Development Foundation Integration Hub Software Development Foundation Development Blueprint Accenture Knowledge Capital Cross Application Data Design Mapping of data entities (Account, Product, Order) across all business events. Definition of common events across CRM and Billing Design Framework • Transformation Framework - Java class hierarchy design to custom coding the business rules for message transformations • Error Logging - Guidelines for when to implement error logging and a common log message format • Exception Handling - Using the Error Diagrams to define when to stop the connection model, re-start the connection model after a period of time and when to abort a message • Acknowledgement - Common definition for acknowledgement messages, both successful and unsuccessful

24. Integration Hub Development Blueprint Integration Hub Software Development Foundation Development Blueprint Accenture Knowledge Capital Project and Program Management • Work Planning Templates • Development Methodology • Estimating Models Capability Release Design Build and Component Test Assembly and Product Test Capability Analysis • Business Requirements • Common Data Mapping • Account & Product Integration Approach • Interface Descriptions • Business Event Definitions • Connection Model Definitions • Architecture Framework Approaches and Guidelines • Transformation Class Model • Object Models & Detailed Designs • Class Detailed Designs • Coded modules • Component Test Cycles/Conditions • Component Test Scripts • Test Approach • Test Cycles • Test Conditions • Expected Results • Test Scripts

25. Communications Industry Process Experience Communication industry process models for specific functional areas and services (i.e. Service Providers processes) Product Vision Based on Industry Experience Support broadband, narrowband, and wireless services BSS/OSS Integration Experience Knowledge of end-to-end solutions required at service providers Extensive experience with best of breed/ relevant packaged applications software Extensive experience with BizTalk Lessons learned from prior Siebel, Vitria, Clarify, Portal Infranet, Arbor integrations Integration Hub Knowledge Capital Integration Hub Software Development Foundation Development Blueprint Accenture Knowledge Capital