This document provides an agenda for a presentation on taming multiple system integration using RSpec, Cucumber & Friends. The agenda includes sections on who the presenter is and what they do, what the problem is with multiple system integration, and the proposed solution of using RSpec, Cucumber & Friends. It also includes a section for doubts and conclusions.

1. Behave yourself!
Taming the wild, wild multiple system integration using RSpec, Cucumber & Friends
José Bonnet, Business Support Systems/Customer Processes, PT Inovação, S.A.
25th & 26th June 2010
This document is part of the Intellectual Property of PT Inovação and cannot be reproduced or used without an explicit and written authorization

2. Agenda
Page 03 Who are we and what do we do?
09 What’s the problem?
10 What’s the proposed solution?
31 Doubts and Conclusions
2 © 2010 Portugal Telecom Inovação, S.A.

3. http://www.ptinovacao.pt/
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3 © 2010 Portugal Telecom Inovação, S.A.

4. No fence sitting!
4 © 2010 Portugal Telecom Inovação, S.A.

5. © 2010 Portugal Telecom Inovação, S.A.
Be creative!
5

6. © 2010 Portugal Telecom Inovação, S.A.
Be flexible!
6

7. Be agile!
“It’s not the big that eat the small, it’s the fastest that eat the slow”
Jason Jennings, Laurence Haughton © National Geographic

8. MARKET / SALES MANAGEMENT
CAMPAIGN MANAGEMENT CHANNEL SALES MANAGEMENT CORPORATE SALES MANAGEMENT MASS MARKET SALES MANAGEMENT
CAMPAIGN ANALYTICS
> Create and Promote Leads > Create and Promote Contacts > Literature Dispatching > Lead Management > Sales Quotation MASS MARKET SALES WORKFLOW MGMT.
CAMPAIGN EXECUTION & REFINEMENT
CORPORATE SALES WORKFLOW MGMT. CONTRACT MANAGEMENT CUSTOMER/PROSPECT DATA ACQUISITION
CAMPAIGN DESIGN CAMPAIGN PERFORMANCE DIRECT SALES FORCE TELESALES RETAIL OUTLET VIRTUAL NETWORK OPERATORS AFFILIATES > Contract Workflow > Contract Generation CUSTOMER QUALIFICATION OFFER MANAGEMENT
LEAD GENERATION TRACKING > Opportunities Dispaching > Action Items and Follow Ups > Customer Information Management > Customer Information Management > Mass Service/Product Activation > Design/Price/Propose Workflow > Contract Implementation > Customer Credit Eligibility SALES NEGOTIATION
> Sales Quotes Dispatching > > Contract Storage > Product & Service Availability MASS MARKET SALES REPORTING &
> Holistic Customer View > Contact and Retention Management > Contact and Retention Management > Mass Transaction Feed of Sales Workflow
> Forecast Analysis > Order Capture, Negotiation and Activation > Order Capture and Negotiation > Order Capture and Negotiation New Orders TRACKING
> Opportunity & Quote Mgmt. > Order Tracking Capabilities > Problem Resolution > Billing Management Activities > Activation of Service / Product FUNNEL & LEAD MANAGEMENT
> Territory Management > Funnel Management
COMPENSATION & RESULTS DEALERS
> Customer Acquisition
>
>
Multi Media Integration
Cross Sell/Up Sell recommendations
>
>
Self Service Kiosk
Agent Portable Device Support
>
>
Receivables and Collection Activities
Problem Resolution
Sold by Affiliate
> Registration of Pre Activated
SOLUTION MANAGEMENT
> Design > Price/Cost Optimization
>
>
Sales Account Management
Lead Management
SALES PORTALS
> Scripting > Retail Store Integration > Data Fencing Service / Product > >
> Upgrade Customer’s Price Propose CUSTOMER SALES PORTALS INTERNAL SALES PORTALS INDIRECT SALES PORTALS
COMPENSATION RESULTS REPORTING > VNO Personalization
Products /Services
PRODUCT MANAGEMENT
PRODUCT STRATEGY / PROPOSITION MGMT. PRODUCT/SERVICE CATALOG MANAGEMENT PRODUCT LIFECYCLE MANAGEMENT PRODUCT PERFORMANCE MANAGEMENT
> Strategy Capturing and Management > Strategy Delivery Project Management > Product Offering Structure Data Model > End-toEnd Product Data Management > Model Products > Manage Existing Products > Product Campaign Tracking > Product Cost Management
> Proposition Organization > Strategy Performance Reporting > Product Instantiation > Service Logical Representation Management > Provide Detailed Product Specifications > Obsolesce/Retire Products > Product Revenue Reporting > Product Inventory Optimization
> Link Strategy to Propositions > Product Components Maintenance > Components to Services and Resources > Introduce New Products > Implement Marketing & Offer Strategies > Product Cost Reporting > Product Sourcing Determination
> Link Propositions to Products > Components Reuse Relationship Management > Solicit Product Requirements > Product Capacity Analysis
> Product to External Functions View Mgmt.
> Components Relations Management
OPERATIONS SUPPORT & READINESS FULFILLMENT ASSURANCE BILLING
CUSTOMER MANAGEMENT
CUSTOMER INFORMATION MANAGEMENT CUSTOMER SELF MANAGEMENT COLLECTION MANAGEMENT
CUSTOMER SELF EMPOWERED FULFILLMENT CUSTOMER SELF EMPOWERED ASSURANCE CUSTOMER SELF EMPOWERED BILLING COLLECTION POLICY DEFINITION AND CONFIGURATION
> Customer Name > Customer Organizational Hierarchy > >
> > > > >
Collection Flows Creation Collection Rules Definition
> Contact Persons for this Customer > Customer’s Billing Accounts Product Catalogue and Offerings Browsing Account Management Access to Call Center Agents Bill View Calls Assignment for Classification of Usage
> Account Managers for this Customer > Customer’s Products/Services > Guided Selling Driven View for Offer Eligibility > Self Registration to Online Services > Service Requests and SLA Reporting > Unbilled Charges View > Corporate Customer Support
> Customer’s Interactions History > Customer’s Orders History > Shopping Cart Driven Order Management > Service Requests Management > Corporate Customers Support > Usage View > Reports on Usage and Charges COLLECTION POLICY EXECUTION AND MONITORING
> > > > Collection Decision Engine > Collection Execution Monitoring
> Customer Addresses > Customer’s Trouble Tickets History Assigned Products Maintenance Service Requests Submission Payment Capture
> > > > Collection Treatment Management > Manual Intervention
> Customer Contact Phone Numbers Rate Plans Amendment Service Request Amendment Dispute Capture and Resolution
> Alerts and Notifications Setting > Service Request Closure > Usage and Charges Comparison
> Knowledge Management Access > Users Management > Penalties View COLLECTION SETTLEMENT
> Access to Call Center Agents > Alert and Notifications Setting > Address Book Driven Usage View > Build Payment Plan > Payment Plan Monitoring
> Reports on Fulfillment and SLA Aspects > Address Book Management > Split Statement for Demarcation Between Calls
TRANSACTIONAL DOCUMENT PRODUCTION > Corporate Customers Support
TRANSACTIONAL DOCUMENT DOCUMENT ARCHIVING
FORMATTER
> Bills and Letter Template Formatting > Compression and Storage of Transactional CUSTOMER SERVICE REPRESENTATIVE TOOLBOX RECEIVABLES MANAGEMENT
> Template Usage Business Rules Document Data > Single Sign-On > Centralized Data Entry > Customer Information Dashboard > In-Context, Configurable, Workflow-Driven Navigation > CSR Guidance > Conversational Scripting > Embedded Actions > Launch In-Context Common Actions A/R MANAGEMENT
> Input Data Source Definition > Retrieval Mechanisms for External Systems > Invoice Charges From Billing JOURNALIZATION
> Input Binding Rules to Template > Archive Maintenance and Administrative Functions > Payment Management
> Resource Template Definition
CSR FULFILLMENT CSR ASSURANCE BILLING INQUIRY DISPUTE & ADJUSTMENT MANAGEMENT > Financial Account Management
> Product Catalogue & Offerings Browsing FINANCIAL REPORTING
COMMON COMMUNICATIONS - ENTERPRISE APPLICATION INTEGRATION
> Bill Preparation
TRANSACTIONAL DOCUMENT GENERATOR > Order Capture & Negotiation COLLECTION
> > Collection Inquiries .
Assigned Products Maintenance > Issue Write-Offs
DOCUMENT DELIVERY > Document Information Formatting > > Perform Manual Collection Activities
CSR Access to A Specific Order > Manual Intervention in Collection Treatment
> Marketing Information Incorporating > > Payment Arrangement Settlement
Business/Financial/Operational Reporting > Collection Agent Reassignment
> Apply Regional Requirements > with the Customer
Error Resolution
> Legend Formatting > Jeopardy Notifications
Send to Downstream Interface
BILLING INQUIRY, DISPUTE &
> PAYMENT
> Order Take-Over & Relinquish
> > Immediate Payment of Balance/Specific Invoice > Prepaid Recharge
Orders Administration
ADJUSTMENT MANAGEMENT
CUSTOMER CONTACT, RETENTION & LOYALTY BILL INQUIRY
> Balance, statement > View unbilled charges
> List all invoices > Generate bill on demand
VERIFY CUSTOMER RELATIONSHIP INTERACTION MANAGEMENT BUILD CUSTOMER INSIGHT ANALYZE & MANAGE CUSTOMER RISK PERSONALIZE CUSTOMER PROFILE FOR RETENTION & LOYALTY > View exact bill image > View usage summary and details
> List all charges per invoice
VALIDATE CUSTOMER SATISFACTION
DISPUTE MANAGEMENT ADJUSTMENTS
CUSTOMER ORDER MANAGEMENT CUSTOMER QoS/SLA MANAGEMENT
CUSTOMER ORDER ESTABLISHMENT CUSTOMER ORDER LIFECYCLE MGMT. > Measure Perceived QoS > Manage QoS/SLA Violation > Manage Reporting
> Channel Guidance and Data Capture > Pending Orders Maintenance > Document Conractual SLA Obligation
> Customer & Product Data Collection > Order Versioning Maintenance
> Product Offering Availability
> Customer Order Validation
>
>
Tracking & Logging
Order Change Management CUSTOMER SERVICE / ACCOUNT BILLING ACCOUNT MANAGEMENT
CUSTOMER ORDER PUBLICATION
>
>
Order Cancelation
Ordering Business Rules PROBLEM RESOLUTION BILLING ACCOUNT ASSOCIATIONS MANAGEMENT
>Price Plan Determination > Replenishment Relations
> Ordering Activity Governance >Shared Allowances Community > Reporting
CUSTOMER ORDER ORCHESTRATION > Verify Customer Relationship > Plan & Assign Resolution > > Billing Statement Association
> Customer Order Distribution > > Charge Distribution to Pay Means
Bill Capture and Notification Track & Manage Resolution > Charges Association to Billing Account
> Customer Order Tracking & Mgmt. > Customer’s SLA’s Verification > Close & Report
> Problem Reception > Billing Systems Update
> > BILLING ACCOUNT CONFIGURATION MANAGEMENT
Evaluate & Qualify Problem Advising Other OSS Systems
BILL CALCULATION
SERVICE MANAGEMENT >
>
>
Split Bill Charge and Event Distribution
Support Flexible Bill Cycle Definition
CUSTOMER BILL CHARGE CALCULATION
>Recurring > One time > Usage
Discounts and Promotions
SERVICE SPECIFICATION MANAGEMENT SERVICE ORDER MANAGEMENT SLA MANAGEMENT >
>
Taxes Requirements and Exemptions
Contract Commitment Tracking
MANAGE BILL CYCLE RUN
> SLA Metrics Calculation > Operational Level to SLA > Sla Alarms Reporting >Incorporate Payments, Adjustments, QUOTATION ENGINE
SERVICE DATA COLLECTION SERVICE CONFIGURATION MANAGEMENT > Order Components
>Service Parameters Allocation
> SLA Alarms Handling Metric Comparison > Update Datawarehouse and Other Financial Activity
> > KPIs and KQIs Collection > Customer information
Charge/Settlement Adjustment with Sla Statistics
APPLICATION INTEGRATION INFRASTRUCTUR
DISCOUNTS CALCULATION
SERVICE INVENTORY MANAGEMENT SERVICE ORDER VALIDATION >
>
Service Parameters Reservation
Update Service Inventory Notification
> Collate Historical SLA Information
> Analyze Historical SLA
Information
TAX APPLYING
> Rating Schemes
> Market Rating Rules
SERVICE DESIGN/ASSIGN >Compose a Service Configuration Plan COMMITMENT TRACKING
> Service Inventory Retrieval > Service Inventory Update > Service Inventory > Design Solution >Service Configuration
> Service Inventory Update Notifications > Service Inventory Reconciliation Information Model > Assign/Procure Network Resources >Cross Service Dependencies
> Procure Access
> Procure CPE SERVICE ACTIVATION MANAGEMENT SERVICE PROBLEM MANAGEMENT
SERVICE ORDER PUBLICATION
>
>
Plan Service Activation
Service Configuration Activation
>
>
Problem Reception
Trouble Ticketing
> Advising the Network
Operations Center
> Updating Configuration
Management Systems
PRODUCT / SERVICE RATING
>Activation Notifications > > >
Problem Consolidation Tasks Allocation Updating Inventory > Charge Calculation > Threshold Notifications
SERVICE ORDER ORCHESTRATION >Update Information in Service Inventory > >
> Closure Tracking Progress Management Systems > Charge Level Discounts And Taxes > Advice of Charge
Product/Service Order Decomposition > > > Advising any other OSS/
> Allocating Priority Advising the Customer Resource > Arbitrary Mathematical Rating > Advice of Rate
Service Order Tracking & Management SERVICE AVAILABILITY > Reporting Management Systems (CRM) Systems as Needed > Pro Rating of Recurring Charges
> Service Address Validation > > Confirming When Impact has > Confirming when Fix has
Updating Billing Systems > Rerating Non Functional Aspects: High Throughput
> Service Availability Validation
been Removed been Completed > Flexible Accumulators of Usage Data Small Changes Precision
> Service Termination Points Dertermination
> Determination of Access Provider
> Determination of Delivery Interval.
SERVICE QUALITY MONITORING &
IMPACT ANALYSIS ONLINE CHARGING
> Monitor Service Quality > Improve Service
> > > Real-time Rating Non-Functional Aspects:
Analyze Service Quality Identify & Report Service Constraints
> Service-Consumption Reservation > Multi-Session Support
and Authorization > Pre-paid/Post-Paid Convergence
> Use of Customer Billing Hierarchy > High Availability
SERVICE PERFORMANCE MANAGEMENT > Advice of Charge/Advice of Rate
> Balance Management
> Low Latency
> High Throughput
> Collection of Service Performance Data > Short-Term Performance Repository > Balance Management Policies
> Map the Performance Data to Service Topology > Input to Service Planning & Forecasting Applications > Balance Management Operations
> Calculate Service Related KPIs, KQIs > Identification of Service Related Problems > Real-Time Charging
> Long-Term Performance Archive > Historical Trending
> Service Triage/Testing > Service Performance “Dashboard”
RESOURCE MANAGEMENT
RESOURCE PROCESS MANAGEMENT VOUCHER MANAGEMENT
BUSINESS P
RESOURCE TESTING MANAGEMENT > Voucher Ordering > Pairing of Serial Numbers with PINs
> Work Flow and Rules Engine Testing > Head Management Test > Element and Test Head Command and Control > Definition and Creation of Packages > Sending of the Order File to the
8
> Auto and Manual Test Initiation > Manage Test Head Resources Capacity > Test Results Management and Tentative Vouchers Manufacturer
> Life Cycle Management Testing > Manage Test Head Availability > Test Results Interpretation > Pin Generation and Encryption > Voucher Distribution to Dealers
RESOURCE CHANGE MANAGEMENT
>
>
Provides the Orchestration Between Planning Duties and Manual Network Engineering Activities
Interfaces to Workforce Management
>
>
Supports Interface to Financial Control to Authorize Expenditure
Supports Links to Vendors ERP
>
>
Support Project Management of Build Projects
Coordinate Project Activities With the Suppliers
BILLING DATA MEDIATION
> Provide Jeopardy Management > Support Collaborative Project Management Across Business Boundaries > >
CDR Formatting, Mediation & Correlation Wholesale Partner Gateways

9. Other systems
CIS
ACH AOM
BIS APM OMG
VTS OCS
ASE
Other systems
9 © 2010 Portugal Telecom Inovação, S.A.

10. Other systems
PT Inovação’s BSS offer
Other systems
9 © 2010 Portugal Telecom Inovação, S.A.

11. Behaviour-Driven
Development
http://behaviour-driven.org/
Test Driven Development
Domain Driven Design
Acceptance Test Driven
Planning
10 © 2010 Portugal Telecom Inovação, S.A.

12. 11 © 2010 Portugal Telecom Inovação, S.A.

13. Stories
12 © Tim Burton

14. What’s in a story?
http://blog.dannorth.net/whats-in-a-story/
Title
(one
line
describing
the
story)
Narrative:
As
a
[role]
I
want
[feature]
So
that
[benefit]
Acceptance
Criteria:
(presented
as
Scenarios)
Scenario
1:
Title
Given
[context]
And
[some
more
context]...
When
[event]
Then
[outcome]
And
[another
outcome]...
Scenario
2:
...
13 © 2010 Portugal Telecom Inovação, S.A.

15. What’s in a story?
http://blog.dannorth.net/whats-in-a-story/
Title
(one
line
describing
the
story) describe an activity
Narrative:
As
a
[role]
I
want
[feature]
So
that
[benefit]
Acceptance
Criteria:
(presented
as
Scenarios)
Scenario
1:
Title
Given
[context]
And
[some
more
context]...
When
[event]
Then
[outcome]
And
[another
outcome]...
Scenario
2:
...
13 © 2010 Portugal Telecom Inovação, S.A.