Business Process Framework (eTOM)

1 TM Forum 2012 Business Process Framework (eTOM) For The Information and Communications Services Industry Addendum D: Process Decompositions and Descriptions GB921 Addendum D Version April, 2012 Business Process Framework (eTOM) Process Decompositions and Descriptions GB921 Addendum D, Version TM Forum 2012 Page 2 of 442 Notice No recipient of this document and code shall in any way interpret this material as representing a position or agreement of TM Forum or its members. This material is draft working material of TM Forum and is provided solely for comments and evaluation. It is not Forum Approved and is solely circulated for the purposes of assisting TM Forum in the preparation of final material in furtherance of the aims and mission of TM Forum. Although it is copyrighted material of TM Forum: Members of TM Forum are only granted the limited copyright waiver to distribute this material within their companies and may not make paper or electronic copies for distribution outside of their companies.

2 Non-members of the TM Forum are not permitted to make copies (paper or electronic) of this draft material other than for their internal use for the sole purpose of making comments thereon directly to TM Forum. If this material forms part of a supply of information in support of an Industry Group Liaison relationship, the document may only be used as part of the work identified in the Liaison and may not be used or further distributed for any other purposes Any use of this material by the recipient, other than as set forth specifically herein, is at its own risk, and under no circumstances will TM Forum be liable for direct or indirect damages or any costs or losses resulting from the use of this material by the recipient. This material is governed, and all recipients shall be bound, by all of the terms and conditions of the Intellectual Property Rights Policy of the TM Forum ( ) and may involve a claim of patent rights by one or more TM Forum members or by non-members of TM Forum.

3 Direct inquiries to the TM Forum office: 240 Headquarters Plaza, East Tower 10th Floor, Morristown, NJ 07960 USA Tel No. +1 973 944 5100 Fax No. +1 973 944 5110 TM Forum Web Page: Business Process Framework (eTOM) Process Decompositions and Descriptions GB921 Addendum D, Version TM Forum 2012 Page 3 of 442 Table of Contents NOTICE .. 2 TABLE OF CONTENTS .. 3 LIST OF FIGURES .. 16 PREFACE .. 19 Business Process Framework .. 19 INTRODUCTION .. 21 Process Associations and IDs .. 22 Process DECOMPOSITIONS & DESCRIPTIONS .. 23 CUSTOMER RELATIONSHIP MANAGEMENT .. 23 Customer Relationship Management .. 23 CRM - Support & Readiness .. 24 Customer Interface 25 Marketing Fulfillment Response .. 25 Selling .. 25 Order Handling .. 26 Problem Handling .. 27 Customer QoS/SLA Management .. 27 Retention & Loyalty .. 28 Bill Invoice Management .. 28 Bill Payments & Receivables Management .. 29 Bill Inquiry Handling.

4 30 Charging .. 30 Manage Billing Events .. 31 Manage Balances .. 32 Billing & Collections Management (DELETED) .. 32 CRM - SUPPORT & READINESS .. 32 CRM - Support & Readiness .. 33 Support Customer Interface Management .. 34 Support Order Handling .. 34 Support Problem Handling .. 36 Support Retention & Loyalty .. 37 Support Marketing Fulfillment .. 37 Support Selling .. 38 Support Customer QoS/SLA .. 39 Manage Campaign .. 40 Manage Customer Inventory .. 40 Manage Product Offering Inventory .. 41 Manage Sales Inventory .. 42 Support Bill Invoice Management .. 43 Support Bill Payments & Receivables Management .. 44 Support Bill Inquiry Handling .. 45 Support Billing & Collections (DELETED) .. 45 BILL INVOICE MANAGEMENT .. 46 Bill Invoice Management .. 46 Apply Pricing, Discounting, Adjustments & Rebates .. 47 Create Customer Bill Invoice .. 47 Produce & Distribute Bill .. 48 BILL PAYMENTS & RECEIVABLES MANAGEMENT.

5 49 Business Process Framework (eTOM) Process Decompositions and Descriptions GB921 Addendum D, Version TM Forum 2012 Page 4 of 442 Bill Payments & Receivables Management .. 49 Manage Customer Billing .. 50 Manage Customer Payments .. 51 Manage Customer Debt Collection .. 51 BILL INQUIRY HANDLING .. 52 Bill Inquiry Handling .. 53 Create Customer Bill Inquiry Report .. 53 Assess Customer Bill Inquiry Report .. 54 Authorize Customer Bill Invoice Adjustment .. 55 Track & Manage Customer Bill Inquiry Resolution .. 56 Report Customer Bill Inquiry .. 57 Close Customer Bill Inquiry Report .. 57 CHARGING .. 58 Charging .. 58 Perform Rating .. 59 Apply Rate Level Discounts .. 59 Aggregate Items For Charging .. 60 Manage Customer Charging Hierarchy .. 61 MANAGE BILLING EVENTS .. 61 Manage Billing Events .. 61 Enrich Billing Events .. 62 Guide Billing Events .. 63 Mediate Billing Events .. 63 Report Billing Event Records.

6 63 MANAGE BALANCES .. 64 Manage Balances .. 64 Manage Balance Policies .. 65 Manage Balance Operations .. 65 Manage Balance Containers .. 66 Authorize Transaction Based on Balance .. 66 CUSTOMER INTERFACE 67 Customer Interface 67 Manage Contact .. 68 Manage Request (Including Self Service) .. 68 Analyze & Report on Customer .. 69 Mediate & Orchestrate Customer Interactions .. 69 MARKETING FULFILLMENT RESPONSE .. 70 Marketing Fulfillment Response .. 70 Issue & Distribute Marketing Collaterals .. 70 Track Leads .. 71 SELLING .. 71 Selling .. 72 Manage Prospect .. 72 Qualify Opportunity .. 73 Negotiate Sales/Contract .. 73 Acquire Customer Data .. 74 Cross/Up Selling .. 75 Develop Sales Proposal .. 75 Manage Sales Accounts .. 76 ORDER HANDLING .. 76 Order Handling .. 77 Determine Customer Order Feasibility .. 78 Authorize Credit .. 78 Track & Manage Customer Order Handling .. 79 Complete Customer Order.

7 79 Business Process Framework (eTOM) Process Decompositions and Descriptions GB921 Addendum D, Version TM Forum 2012 Page 5 of 442 Issue Customer Orders .. 80 Report Customer Order Handling .. 81 Close Customer Order .. 81 Receive PO & Issue Orders (DELETED) .. 82 PROBLEM HANDLING .. 82 Problem Handling .. 83 Isolate Customer Problem .. 83 Report Customer Problem .. 84 Track & Manage Customer Problem .. 85 Close Customer Problem Report .. 86 Create Customer Problem Report .. 86 Correct & Recover Customer Problem .. 86 CUSTOMER QOS/SLA MANAGEMENT .. 87 Customer QoS/SLA Management .. 88 Assess Customer QoS/SLA Performance .. 89 Manage QoS/SLA Violation .. 89 Track & Manage Customer QoS Performance Resolution .. 90 Close Customer QoS Performance Degradation Report .. 91 Create Customer QoS Performance Degradation Report .. 91 Report Customer QoS Performance .. 92 RETENTION & LOYALTY .. 92 Retention & Loyalty.

8 93 Establish & Terminate Customer Relationship .. 93 Build Customer Insight .. 94 Analyze & Manage Customer Risk .. 95 Personalize Customer Profile for Retention & Loyalty .. 95 Validate Customer Satisfaction .. 96 SERVICE MANAGEMENT & OPERATIONS .. 96 Service Management & Operations .. 97 SM&O Support & Readiness .. 98 Service Configuration & Activation .. 98 Service Problem Management .. 99 Service Quality Management .. 100 Service Guiding & Mediation .. 100 SM&O SUPPORT & READINESS .. 101 SM&O Support & Readiness .. 101 Manage Service Inventory .. 102 Enable Service Configuration & Activation .. 103 Support Service Problem Management .. 104 Enable Service Quality Management .. 105 Support Service & Specific Instance Rating .. 106 SERVICE CONFIGURATION & ACTIVATION .. 107 Service Configuration & Activation .. 107 Design 108 Allocate Specific Service Parameters to Services .. 109 Track & Manage Service Provisioning.

9 110 Implement, Configure & Activate Service .. 110 Test Service End-to-End .. 111 Issue Service Orders .. 112 Report Service Provisioning .. 113 Close Service Order .. 113 Recover Service .. 114 Deleted ( ) .. 114 SERVICE PROBLEM MANAGEMENT .. 115 Service Problem Management .. 115 Business Process Framework (eTOM) Process Decompositions and Descriptions GB921 Addendum D, Version TM Forum 2012 Page 6 of 442 Create Service Trouble Report .. 116 Diagnose Service Problem .. 117 Correct & Resolve Service Problem .. 117 Track & Manage Service Problem .. 118 Report Service Problem .. 119 Close Service Trouble Report .. 120 Survey & Analyze Service Problem .. 120 SERVICE QUALITY MANAGEMENT .. 122 Service Quality Management .. 122 Monitor Service Quality .. 123 Analyze Service Quality .. 124 Improve Service Quality .. 125 Report Service Quality Performance .. 125 Create Service Performance Degradation Report.

10 126 Track & Manage Service Quality Performance Resolution .. 127 Close Service Performance Degradation 128 SERVICE GUIDING & MEDIATION .. 128 Service Guiding & Mediation .. 129 Mediate Service Usage Records .. 129 Report Service Usage Records .. 130 Guide Resource Usage Records .. 130 Rate Usage Records (DELETED).. 131 RESOURCE MANAGEMENT & OPERATIONS .. 131 Resource Management & Operations .. 131 RM&O Support & Readiness .. 132 Resource Provisioning .. 133 Resource Trouble Management .. 134 Resource Performance Management .. 135 Resource Data Collection & Distribution .. 136 Resource Mediation & Reporting .. 137 Workforce 137 RM&O SUPPORT & READINESS .. 138 RM&O Support & Readiness .. 139 Enable Resource 140 Enable Resource Performance Management .. 141 Support Resource Trouble Management .. 142 Enable Resource Data Collection & Distribution .. 144 Manage Resource Inventory .. 145 Manage Logistics.