Year: 2017

The ArchiMate model illustrates the use of the influence relationship for making a trade-off between the two requirements that realize the goal Improve portfolio management. The goal Increase customer satisfaction and the principle Systems should be customer facing are used as trade-off criteria. Both requirements positively influence the intended increase of customer satisfaction. The requirement of using a personal assistant scores a little better for this criterion. However, the requirement scores a lot worse for the customer-facing criterion. The positive score of the requirement Provide on-line portfolio service for the customer-facing principle is consistent with the description of the requirement realizing the principle in an earlier example.

The model here illustrates several ways to use the realization relationship. Principle Systems should be customer facing is a means to realize the goal Reduce interaction with customer. Requirement Provide on-line portfolio service is a means to realize sub-goal Facilitate self-service, and to realize the principle Systems should be customer facing. And this requirement can be realized by the business service On-line portfolio service.

The ArchiMate example shows the two ways to express the decomposition of goal Reduce workload employees into the sub goals Reduce interaction with customer and Reduce manual work.

This ArchiMate example illustrates the use of principles. Principle Systems should be customer facing is modeled as a means to realize the goals Reduce interaction with customer and Reduce manual work. The principle is further specialized into the requirements Provide on-line portfolio service and Provide on-line information service to apply the principle to the actual systems (architecture) under design.

For the realization of a new portfolio management application, two constraints are imposed, as shown in the ArchiMate model here: for the realization of the application, Java should be used, and the budget of the implementation project is limited to 500k Euro.

The ArchiMate diagram example illustrates the decomposition of goals towards requirements. The goals Facilitate self-service and Make customer interaction more effective result from the successive decomposition of the goals Reduce workload employees and Reduce interaction with customer. The goal Facilitate self-service can be realized by the alternative requirements Provide on-line portfolio service and Provide on-line information service. Both requirements are realized by some software application. In addition, the requirement Provide on-line portfolio service may realize the goal Improve portfolio management. Alternatively, this goal can be realized by assigning a personal assistant to each customer.

The ArchiMate example illustrates the modeling of goals to address the assessments of the driver Costs: the applications costs and the costs of employees are too high. The former assessment is addressed by the goals Reduce maintenance costs and Reduce direct application costs (of usage). The latter assessment is addressed by the goal Reduce workload employees, which is decomposed into Reduce manual work and Reduce interaction with customer.

The ArchiMate example describes the assessments of driver Customer satisfaction and the sub-concern Helpdesk support. In this case, all assessments represent weaknesses. Concerning Customer satisfaction in general, customers complain and even leave ArchiSurance. The assessment Complaining customers is further detailed and divided into four complaints: the lack of insight into the status of a claim, the inconvenient way of submitting claims, the lack of insight into the customer’s portfolio, and the inconsistency and incompleteness of customer information. Concerning Helpdesk support in particular, customers experience long waiting queues and high service times.

The ArchiMate example illustrates the modeling of internal and external drivers of change. Stakeholders CEO and Customer share a common concern Customer satisfaction, which is an internal driver of change. The stakeholder CEO also has the satisfaction of the company’s shareholders as a concern. This driver can be decomposed into two sub-drivers: Profit and Stock value. In addition to these internal drivers, there is an external driver Economic changes, which influences the stock value.

The ArchiMate example illustrates the modeling of stakeholders. Two main stakeholders are modeled: the Board of ArchiSurance and Customer. The Board is composed of three other stakeholders: the CIO, the CEO, and the CFO.