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Chordiant Business Analysis Course

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  • 1. Chordiant Business Analysis Course Course Description  The Chordiant security model The Business Analyst role is primarily responsible  Front end architecture for business needs exploration, requirements  Business process automation concepts capture, process capture, and refinement.  Introduction to Business Process Designer  Chordiant Decision Management Business Analysis is generally performed by  Introduction to Strategy Director individuals with either industry-specific or domain-  Chordiant Marketing Director specific knowledge, e.g. marketing or call center operations. Sandpit Option This is a 3-day simulated customer project run These individuals will be capable of dealing directly immediately after the instructor-led training. with business users to capture existing business Participants will gain experience capturing and processes, agree and prioritize future business analyzing requirements, and developing requirements, and define and agree target business documentation that is used to configure a customer’s processes. Enterprise Foundation application. The analysis Duration sandpit will address business processes and the  7 days (optional sandpit additional 3 days) implementation of policies using rules. It will focus  Optional certification included in the 10-day on the skills required during the Conception and program Initiation phases of a Chordiant project. By Target Audience completing the Sandpit, Business Analysts will gain invaluable experience that reinforces their overall  Business and System Analysts understanding of the Chordiant product architecture  Team members whose responsibilities require and development process. participation in the development of specification deliverables Business Analyst Certification  Other technical staff who need to interface with Chordiant provides a Business Analyst certification a Business Analyst track for the Chordiant Enterprise Platform. The certification program includes: Pre-Requisites  Review of prerequisite skills  2 years experience as a Business Analyst  Instructor observation during training  Experience with an object-oriented design tool  Assessment exam at the end of the  Object-oriented analysis experience (use case instructor-led training and class modeling)  Assessment of sandpit deliverables and presentation to instructor Topics Covered This rigorous assessment process will help to ensure  Introduction to Chordiant and architecture that delegates will have the range of skills required overview to contribute to an implementation project. Upon  The Chordiant delivery model successful completion, consultants will be designed  Chordiant vertical applications as a Chordiant Certified Business Analyst (CCBA).  Business process modeling  Business requirements capture Tuition & Fees  Use cases For tuition and certification exam fees, please visit  Functional definition our website at www.chordiantedu.com  Business class modeling  The Chordiant class model  Functional gap analysis Registration  Workflow Register through Chordiant Training Services at  Service offerings and enterprise workflows ChordiantTraining@chordiant.com  Business rules  Business logic and business services  Enterprise Case Management Chordiant Worldwide Education Services  8 Commerce Dr.  Bedford, NH 03110 ChordiantTraining@chordiant.com
  • 2. Chordiant Business Analysis Course Chordiant Business Analysis Course Description This course provides the background in the Chordiant product to allow a business analyst to be effective on a Chordiant project. It also puts analysis tasks in the context of a Chordiant customization. The Business Analyst role is primarily responsible for business needs exploration, requirements capture, process capture, and refinement. Business Analysis is generally performed by individuals with either industry- specific or domain-specific knowledge, e.g. marketing or call center operations. These individuals will be capable of dealing directly with business users to capture existing business processes, agree and prioritize future business requirements, and define and agree target business processes. Duration  7 days (optional sandpit additional 3 days)  Optional certification included in the 10-day program Target Audience Business and System Analysts Team members whose responsibilities require participation in the development of specification deliverables Other technical staff who need to interface with a Business Analyst Pre-Requisites • 2 years experience as a Business Analyst • Experience with an object-oriented design tool • Object-oriented analysis experience (use case and class modeling) Course Calendar Week 1: Business Analyst Day /Time 09:00-10:30 B 10:45-12:30 13:30-15:00 B 15:15-17:00 Monday Course R Overview of The Chordiant R Conception Introduction the Solution Delivery Model Phase E Product and E Chordiant Worldwide Education Services  8 Commerce Dr.  Bedford, NH 03110 ChordiantTraining@chordiant.com
  • 3. Chordiant Business Analysis Course A Architecture A Introduction to K Chordiant K Business Chordiant Vertical Process Product Demo Applications Modelling Tuesday Case Study – Case Study Functional Case Study – Context Review Definition Use Case Diagram and Survey and Business Initial Use Process Model Business Use Cases in Case Specs Requirements Conception Capture Wednesday Case Study Case Study – Foundation Exercise - Gap Review Class Model Chordiant OOTB Analysis class model Business class Planning For Functional Gap Modelling in Initiation Analysis Conception Thursday From Case Study – Use Cases in Case Study Conception to Service Initiation Review Initiation Offerings and Enterprise L Workflows U Case Study – Workflow N Specify a Use Business Rules C Case Use Case H Service Workshops Offerings and Enterprise Workflows Friday Business Class Case Study – Enterprise Case Chordiant Modelling in Refine Class Management Front-End Initiation Model and Define Business Exercise – Business Logic Services Chordiant Front-End From Initiation to Design Week 2: Business Analyst - plus start of Sandpit option Day /Time 09:00-10:30 B 10:45-12:30 13:30-15:00 B 15:15-17:00 Monday Customizing R Front End Business Process R Queues the Desktop Architecture Automation E E Exercise – Chordiant Worldwide Education Services  8 Commerce Dr.  Bedford, NH 03110 ChordiantTraining@chordiant.com
  • 4. Chordiant Business Analysis Course The Chordiant A Concepts A Queues Security Model K Exercise – Add K Exercise – Set a folder to an Intro to Business up the existing Process Designer Environment desktop for a Desktop Exercise – Workflow L Tuesday Chordiant Strategy Exercise – Decision Logic U Decision Director Integration N Create Decision Management C Logic using H Strategy Director Exercise- Integrate Decision Logic into Workflow Course Review Wednesday Sandpit Conception Conception Daily Progress Introduction Review Thursday Initiation Initiation Initiation Daily Progress Review Friday Initiation Prepare Prepare Sandpit Wrap- Deliverables Deliverables up Chordiant Worldwide Education Services  8 Commerce Dr.  Bedford, NH 03110 ChordiantTraining@chordiant.com
  • 5. Chordiant Business Analysis Course Course Curriculum Curriculum Week 1 Course Introduction Introduction to Chordiant Objectives:  Give an overview of what Chordiant is, what it does and how it works Contents:  What is Chordiant?  Where is it used?  Why do companies use it?  How does it work? Chordiant Product and Architecture Overview Objectives:  List the major components comprising Chordiant  Describe a high level view of the Chordiant architecture Contents:  What is out of the box  Principles of the architecture  The product set  Underlying technologies  Some basic introductory concepts for the analyst Product Demonstration Objectives:  Get a feel for the Chordiant out-of-the-box front end product The Chordiant Delivery Model Objectives:  Understand the purpose and format of the Delivery Model  Understand how agile approaches can be used in development  Describe the roles and major steps in a Chordiant project Contents  What is Harmony?  Agile development  Chordiant project structure  Chordiant project roles Chordiant Worldwide Education Services  8 Commerce Dr.  Bedford, NH 03110 ChordiantTraining@chordiant.com
  • 6. Chordiant Business Analysis Course Chordiant Vertical Applications Objectives:  List the available Chordiant vertical applications  Understand the user roles that would use the vertical applications  Outline the basic functionality of each Contents  What are vertical applications?  Disputes and Fraud  Teller  Collections  Mortgage Case Management Conception Phase Objectives:  Understand the purpose of the Conception phase  Understand the main tasks in the Conception phase Contents:  Conception phase objectives  Conception phase tasks Business Process Modelling Objectives:  Understand the purpose of business process modelling  Explain the techniques used Contents:  Purpose of business process modelling  Context diagrams and interface logs  Business process hierarchies  Process thread diagrams and elementary business processes  Alternative techniques Case Study – Context Diagram and Business Process Model Business Requirements Capture Objectives:  Discuss how to capture and define requirements Contents:  The requirements catalogue  Categorizing and prioritizing requirements Functional Definition Objectives  Understand functional definition, its steps and goals Chordiant Worldwide Education Services  8 Commerce Dr.  Bedford, NH 03110 ChordiantTraining@chordiant.com
  • 7. Chordiant Business Analysis Course Contents:  Aims of functional definition  The steps in functional definition Use Cases in Conception Objectives:  Understand the function of use cases in Chordiant development  Understand the use case related deliverables in Conception Contents:  Use cases and actors  Use case survey model  Initial specifications for use cases Case Study – Use Case Survey Business Class Modelling in Conception Objectives:  Understand the purpose of business class modelling  Understand the responsibilities of the business analyst in business class modelling Content:  The Conceptual Class Model  Inputs to the model  Chordiant specific considerations  Business classes, packages, attributes  Why classes are data only Case Study – Business Class Model Chordiant Worldwide Education Services  8 Commerce Dr.  Bedford, NH 03110 ChordiantTraining@chordiant.com
  • 8. Chordiant Business Analysis Course Foundation Chordiant Out-of-the-box Class Model Objectives:  Appreciate what Chordiant provides out-of-the-box Content:  Why analysts need to understand the architecture  Areas for gap analysis  What is out of the box  What we mean by re-use, configure, customize and create  Business services  Explanation of the class models representing the Chordiant business services, especially Party and Interaction  Case and contact history, and how this is implemented in Chordiant  The documentation (explanation and a demonstration) Functional Gap Analysis Objectives:  Understand how to approach gap analysis  Understand the deliverables from gap analysis Content:  Gap analysis deliverables  EXERCISE: gap analysis exercise Planning for Initiation Objectives:  Understand when to estimate  Give some guidance on how to estimate for analysis activities Contents:  When to estimate  Estimating techniques  Considerations for use case complexity From Conception to Initiation Objectives:  Understand the outputs of the Conception phase  Understand the objectives and the analysis tasks of the Initiation phase Contents:  The functional domain model  Objectives of the Initiation phase  Analysis tasks in the Initiation phase Chordiant Worldwide Education Services  8 Commerce Dr.  Bedford, NH 03110 ChordiantTraining@chordiant.com
  • 9. Chordiant Business Analysis Course Workflow Objectives:  Understand the Chordiant interpretation of workflow  Understand how workflow is implemented in Chordiant Contents:  Chordiant workflow overview  The three levels of workflow  How workflow is implemented with Chordiant  Business process automation tools used in Chordiant  Analysis implications of defer and transfer Service Offerings and Enterprise Workflows Objectives:  Understand the concept of service offerings  Understand how to define enterprise workflows  Understand the basics of the Chordiant security model Contents:  Service offerings  Conceptual enterprise workflows  The Chordiant security model  Queues and routing Case Study – Service Offerings and Enterprise Workflows Use Case Workshops Objectives:  Provide an approach to preparing and conducting use case workshops Contents:  Purpose and principles of workshops  Sample timetable  Role of the facilitator Chordiant Worldwide Education Services  8 Commerce Dr.  Bedford, NH 03110 ChordiantTraining@chordiant.com
  • 10. Chordiant Business Analysis Course Use Cases in Initiation Objectives:  Understand the functional definition activities required in Initiation  Define an approach to multi-channel use cases  List the deliverables required for use case definition Contents:  Functional definition in initiation  Multi-channel use cases  Final use case model  Detailed use case specification  Conceptual interaction flows and storyboard  Task flows  Framework use cases Case Study – Specify a Use Case Business Rules Objectives:  Understand the principles of identifying and designing rules Contents:  Rules in analysis and design  Categories of rules  The link with process and workflow  Defining and documenting rules Business Class Modelling in Initiation Objectives:  Understand the purpose of class modelling in Initiation  Understand the Chordiant approach to defining behaviour Contents:  The detailed business class model  The functional package overview diagram Chordiant Worldwide Education Services  8 Commerce Dr.  Bedford, NH 03110 ChordiantTraining@chordiant.com
  • 11. Chordiant Business Analysis Course Business Logic Objectives:  Describe how to identify and specify the business logic for a Chordiant solution Contents:  Defining and documenting business logic  Object sequence diagrams Case Study – Refine Class Model and Define Business Services From Initiation to Design Objectives:  Understand the deliverables of the Initiation phase  Understand the objectives and tasks involved in the Design phase Contents:  Functional framework specification  Functional specification  Using the deliverables from analysis in the design phase Enterprise Case Management Objectives:  Understand what Enterprise Case Management is  Understand the business and technical model behind ECM Contents:  What is ECM  Business Case behind using ECM  Common Case Characteristics  Business Application of using ECM  ECM Model and Definitions  ECM Technical Architecture  Customization Methods  Capturing Requirements Chordiant Front-End Objectives:  List the Chordiant front-end options  Recognize the CCABE desktop  Introduce the out-of-the-box contact center functionality Contents:  Chordiant front-end products  CCABE out-of-the-box functionality  The CCABE desktop Chordiant Worldwide Education Services  8 Commerce Dr.  Bedford, NH 03110 ChordiantTraining@chordiant.com
  • 12. Chordiant Business Analysis Course Exercise – Investigate the CCABE desktop Customizing the Desktop Objectives:  Understand what is required to set up the environment for a desktop to be used Contents:  Desktop overview  Configuring users, groups, roles, resources and properties using Chordiant Administration Manager  Adding Offerings The Chordiant Security Model Objectives:  Describe the security model used by Chordiant Contents  Authentication and authorization within Chordiant  The security model  How LDAP is used Exercise – Set up the environment for a desktop Front End Architecture Objectives:  Understand the principles behind the Front End Architecture  Understand the Request Server Architecture Contents:  The Model-View-Controller pattern in the web tier  Request server processing Exercise – Add a folder to an existing desktop Business Process Automation Concepts Objectives:  Describe business process automation in Chordiant Contents:  Business Process Automation overview  Business Process Server components  Tools used in business process automation  The anatomy of a workflow  Task and workflow states Introduction to Business Process Designer Objectives: Chordiant Worldwide Education Services  8 Commerce Dr.  Bedford, NH 03110 ChordiantTraining@chordiant.com
  • 13. Chordiant Business Analysis Course  Introduce how to use the Business Process Designer tool Contents:  Business Process Designer functionality  Tasks, nodes and edges  Using context variables  Using task descriptors Exercise – Create a workflow Queues Objectives:  Describe the purpose and function of queues Contents:  What are queues?  Creating and administering queues Exercise – Set up a queue and investigate items on a queue Exercise – Customize Enterprise Case Management Chordiant Decision Management Objectives:  Provide an overview of the Chordiant Decision Management Suite  Provide an introduction to individual components in the Chordiant Decision Management Suite Contents:  CDM objectives  Product overview  Product components Strategy Director Objectives:  Provide an overview of Strategy Director  Describe decision logic components  Describe how to create, publish and test decision logic Contents  Overview  Decision Logic Components  Decision Logic Management Exercise – Create and test decision logic using Strategy Director Decision Logic Integration Objectives:  Understand how decision logic is deployed  Describe how decision logic is integrated into foundation Chordiant Chordiant Worldwide Education Services  8 Commerce Dr.  Bedford, NH 03110 ChordiantTraining@chordiant.com
  • 14. Chordiant Business Analysis Course  Describe how decision logic is integrated into workflow Contents  Deployment and integration overview  Batch decisioning  Real-time decisioning  Deploying decision logic  Integrating decision logic into business services  Integrating decision logic into Chordiant workflow Exercise – Integrate decision logic into workflow Marketing Director Overview (optional module depending on interest) Objectives:  A basic understanding of the functionality of Chordiant Marketing Director  Understand what makes up a campaign Contents  Marketing Director functionality  How it works  Managing a campaign Chordiant Worldwide Education Services  8 Commerce Dr.  Bedford, NH 03110 ChordiantTraining@chordiant.com