Resource architecture environment diagram
Resource architecture environment diagram
A resource architecture environment presents an resource architecture use context. It describes the interactions, between the resource architecture and its external partners, which allows it to fulfill its mission and ensure the expected functionalities.The support center provides a service to the clients. An external partner provides technical expertise for some questions.
The diagram includes:
• An architecture use element that represents the Resource Architecture internal to the environment.
An architecture use is the installation of a resource architecture within another resource architecture or an environment.• A partner resource architecture that represents a resource architecture used in the context of the described resource architecture environment.
• A resource architecture user component that represent the user category of services provided by the environment.
A resource architecture user represents an organizational unit interacting with the boundaries of a resource architecture environment.• Interactions between the components representing requests for services.
An interaction represents a contract established in a specific context between autonomous entities that are internal or external to an enterprise. These entities can be enterprise org-units, applications, activities or processes, as well as external org-units. The content of this contract is described by an exchange contract.Resource architecture diagram
The following diagram describes the support center environment.
24/24 cover is assured by two "Support Center" teams, one in Paris (GMT Support Center) and the other in Singapore (GMT+12 Support Center). Each of these assures 12 hour support service.
At the end of its service period, each center transfers dossiers to the center taking over.
One support service handles customer requests in real time, while a second support service is assured offline for requests already qualified.
The components of the resource architecture are described in a resource architecture diagram.
A resource architecture is the combination of physical and organizational assets configured to supply a capability.The diagram includes:
• two elements of Architecture Use type representing the two support centers.
An architecture use is the installation of a resource architecture within another resource architecture or an environment.• two Service Points representing the two support services offered by each of the centers.
A service point is a point from which the system receives a service request from another system, and provides the service requested.• Interactions between the service points and the centers, representing service requests on the one hand and transfer of current dossiers on the other.
An interaction represents a contract established in a specific context between autonomous entities that are internal or external to an enterprise. These entities can be enterprise org-units, applications, activities or processes, as well as external org-units. The content of this contract is described by an exchange contract.• Communication Channels between the two centers.
A communication enables physical connection between two equipment resources. It supports interactions that define communication between these resources. Communication channels connect resources with the exterior via communication ports.Support Center Architecture
From the general architecture of the system, you can access the resource architecture diagram that describes the structure common to the two support centers.
The call center handles all requests, qualified or not, checks these and sends them either to software support or to the troubleshooting service.
If software support detects an operating problem due to equipment, it records the incident and alerts the troubleshooting team.
The three structures depend on the same general hardware infrastructure.
This diagram includes the following equipment resources:
• Physical Assets.
A physical asset represents implementation of an artifact in a resource architecture.• Communication Ports which represent physical communication points of the equipment architecture and which implement the service points.
A communication port is a physical point of communication with a resource. These conform to specific communication protocols. A communication port implements service and requests points.• Communication Channels between the two centers.
A communication enables physical connection between two equipment resources. It supports interactions that define communication between these resources. Communication channels connect resources with the exterior via communication ports.Call center architecture
The resource architecture diagram of a call center describes the equipment and organizational resources required for handling service requests.
A team of operators handles all requests, whatever their nature, by telephone or by e-mail.
The operator identifies the caller, records the request, applies a first filter (in case of error) and transmits the call to software support or troubleshooting support as appropriate via request points.
We assume for simplification that each team comprises a manager and various members, for whom we do not describe specialization level or duty time slot.
This diagram contains two Request Points from which the operators make service requests to other resource architectures.
A request point is a point from which the system sends a request to another system, and receives the service requested.