$$

ArchiMate Modelling and Analysis

Scenario:

You are an enterprise architect at a retail company undergoing digital transformation. The company has implemented an Order Management System $($OMS$)$ to streamline its operations and improve customer engagement.

The architecture spans the Business, Application, and Technology layers and includes:

A Business Process called "Order Management process".

Customer Engagement Capability Requirements that reflects the voice of the customer.

An Application Component called "Order Management System" that supports the business process.

An Infrastructure Service called "Database Hosting" that supports the application component.

Instructions:

ArchiMate$-$style diagram that models:

Core Business Processes in the Order Management System $($Figure $1)(9$ Marks$).$

Customer Engagement Capabilities mapped to processes $($Figure $2)(18$ Marks$).$

Supporting Technologies mapped to Engagement Capabilities $(9$ Marks$)$

Underlying IT Infrastructure mapped to Supporting Technologies $(9$ Marks$)$

Use appropriate ArchiMate notation for each element $(11$ Marks$)$

Table $1$: Order Management Process and Technologies

$\backslash$table$[[$Order Management process,Customer Engagement Capability,Technologies Supporting Customer Engagement Capabilities,IT Infrastructure Supporting Customer Engagement Technologies$],[1.$ Order Capture,,$-$ Inventory management systems,$-$ Web servers$],[2.$ Order Validation,,$-$ Push notification services,$-$ Application servers$],[3.$ Order Fulfilment,,$-$ Self$-$service portals,$-$ Content Delivery Networks $($CDNs$)],[4.$ Inventory Management,,$-$ Return merchandise authorization $($RMA$)$ systems,$-$ GPU$-$enabled compute clusters$],[5.$ Payment Processing,,$-$ Identity and access management $($IAM$),-$ Data lakes$]]$

$\backslash$table$[[6.$ Customer Communication,,$-$ Consent management platforms $($e$.$g$.,$ OneTrust$),-$ Al model hosting platform$],[7.$ Returns and Refunds,,$-$ Contact center platforms $($e$.$g$.,$ Zendesk, Freshdesk$),-$ Event streaming platforms $($e$.$g$.,$ Apache Kafka$)],[8.$ Reporting and Analytics,,$-$ Chatbots and live chat tools,$-$ Notification gateways$],[9.$ Compliance and Auditing,,$-$ Payment gateways $($e$.$g$.,$ Stripe, PayPal$),-$ Message queues$]]$

Table $2$: Customer Engagement Capability

$\backslash$table$[[$Customer Engagement Capability$],[\backslash$table$[[$Stock visibility for customers$],[$Waitlist and back$-$in$-$stock alerts$]]],[\backslash$table$[[$Easy return initiation$],[$Refund status tracking$]]],[\backslash$table$[[$Data privacy controls$],[$Consent management$]]],[\backslash$table$[[$Omnichannel support $($chat$,$ email, phone$)],[$Proactive updates$]]],[\backslash$table$[[$Secure and flexible payment options$],[$Transparent billing$]]],[\backslash$table$[[$Customer behavior insights$],[$Feedback collection and surveys$]]],[\backslash$table$[[$Multi$-$channel ordering$],[$Personalized product recommendations$]]],[\backslash$table$[[$Order tracking and notifications$],[$Delivery preference selection$]]],[\backslash$table$[[$Real$-$time order feedback$],[$Transparent pricing and availability$]]]]$

This is mixed up$,$ choose the appropriate match in the business process list. Read and think about it before matching.

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