Enhanced Telecom Operations Map (eTOM) The Business ...

1 Enhanced Telecom Operations Map (eTOM) The Business process framework For The Information and Communications Services Industry Addendum D: process Decompositions and Descriptions GB921 D TMF Approved Version March 2004 TeleManagement Forum 2004 eTOM Business process framework , Addendum D Page iii Notice The TeleManagement Forum ( TM Forum ) has made every effort to ensure that the contents of this document are accurate. However, due to the inherent complexity in the design and implementation of software and systems, no liability is accepted for any errors or omissions or for consequences of any use made of this document.

2 Under no circumstances will the TM Forum be liable for direct or indirect damages or any costs or losses resulting from the use of this specification. The risk of designing and implementing products in accordance with this specification is borne solely by the user of this specification. This document may involve a claim of patent rights by one or more TM Forum members, pursuant to the agreement on Intellectual Property Rights between TM Forum and its members, and by non-members of TM Forum. This document is a copyrighted document of TM Forum, and if reproduced in any manner shall clearly acknowledge the authorship of TM Forum. Direct inquiries to the TM Forum office: 89 Headquarters Plaza North - Suite 350 Morristown, NJ 07960 USA Tel No.

3 +1 973 292 1901 Fax No. +1 973 993 3131 TM Forum Web Page: TeleManagement Forum 2004 GB921D TMF Approved eTOM Business process framework , Addendum D Page v Acknowledgements See main document (GB921 ) for acknowledgements. Particular thanks go to Viviane Cohen of Amdocs who handled editing of this document, and integrated comments and suggestions into the final form shown here. This task requires insight and an ability to balance and combine suggested changes into a result that can find consensus amongst those involved, and the efforts involved are much appreciated. TeleManagement Forum 2004 GB921D TMF Approved eTOM Business process framework , Addendum D Page vii About TeleManagement Forum TeleManagement Forum is an international consortium of communications service providers and their suppliers.

4 Its mission is to help service providers and network operators automate their Business processes in a cost- and time-effective way. Specifically, the work of the TM Forum includes: Establishing operational guidance on the shape of Business processes. Agreeing on information that needs to flow from one process activity to another. Identifying a realistic systems environment to support the interconnection of operational support systems. Enabling the development of a market and real products for integrating and automating Telecom Operations processes. The members of TM Forum include service providers, network operators and suppliers of equipment and software to the communications industry.

5 With that combination of buyers and suppliers of operational support systems, TM Forum is able to achieve results in a pragmatic way that leads to product offerings (from member companies) as well as written specifications. TeleManagement Forum 2004 GB921D TMF Approved eTOM Business process framework , Addendum D Page ix About this document This is a TM Forum Guidebook. The guidebook format is used, for example, when the document lays out a core part of TM Forum s approach to automating Business processes. Document Life Cycle The Enhanced Telecom Operations Map (eTOM) The Business process framework For The Information and Communications Services Industry is being issued as a TMF Approved Version Release with a Guidebook Number of 921.

6 See main document (GB921 ) for further information. Time Stamp This version of the eTOM Business process framework can be considered valid until it is updated or replaced. How to obtain a copy An electronic copy of the eTOM Business process framework can be downloaded at the TM Forum Web Site ( ). Contact the TM Forum office (see previously for contact details, or via the web site) for any further information. TeleManagement Forum 2004 GB921D TMF Approved Page x eTOM Business process framework , Addendum D How to comment on the document Comments must be in written form and addressed to the contacts below for review with the project team. Please send your comments and input to: Enrico Ronco, Telecom Italia Lab Team Lead of eTOM Team Mike Kelly, TM Forum eTOM Program Manager Please be specific, since your comments will be dealt with by a team evaluating numerous inputs and trying to produce a single text.

7 Thus, we appreciate significant specific input. We are looking for more input than word-smith items, however editing and structural help are greatly appreciated where better clarity is the result. Document History Version Date Purpose eTOM Version Addendum D 06/03 Launched as an Addendum to the main eTOM GB921 document, to improve readability. eTOM Version Addendum D 11/03 Editorial changes, removal of appendix 1 on B2B eTOM Version Addendum D 02/04 Reorganization of the document Level 2 processes revised in SIP and Enterprise Management Revision of level 3 processes in the OPS area Addition of brief description of all processes at the end of the document sorted by alphabetical order Addition of number ID for all processes eTOM 03/04 Cosmetic update to state Approved document.

8 GB921D TMF Approved TeleManagement Forum 2004 eTOM Business process framework , Addendum D Page xi Version Date Purpose .1 Addendum D Summary of Changes in this Version Some editorial changes from GB921D , reorganization of the document, edition of level 2 processes in the SIP area and the Enterprise Management area; edition of the level 3 processes in the Operations area, including the Supplier/Partner management layer. See main document (GB921 ) for further change information and future additions. TeleManagement Forum 2004 GB921D TMF Approved eTOM Business process framework , Addendum D Page xiii References Related or Source Documents See main document (GB921 ) for references.

9 TeleManagement Forum 2004 GB921D TMF Approved eTOM Business process framework , Addendum D Page xv TeleManagement Forum 2004 GB921D TMF Approved eTOM Business process framework , Addendum D Page xvii Table of Contents ABOUT TELEMANAGEMENT ABOUT THIS DOCUMENT LIFE TIME HOW TO OBTAIN A HOW TO COMMENT ON THE DOCUMENT SUMMARY OF CHANGES IN THIS RELATED OR SOURCE TABLE OF TABLE OF FIGURES AND ETOM Business process PART 1- Operations LEVEL 2 process DECOMPOSITION ..6 CHAPTER 1 OPS- CUSTOMER RELATIONSHIP MANAGEMENT CRM OPS 1-1 CRM Support & OPS 1-2 Customer Interface Management (CRM FAB)..7 OPS 1-3 Marketing Fulfillment Response (CRM - F)..7 OPS 1-4 Selling (CRM - F).

10 8 OPS 1-5 Order Handling (CRM - F)..8 OPS 1-6 Problem Handling (CRM - A)..8 OPS 1-7 Customer QoS/SLA Management (CRM OPS 1-8 Billing & Collections Management (CRM - B)..8 OPS 1-9 Retention & Loyalty (CRM - FAB)..9 CHAPTER 2 OPS- SERVICE MANAGEMENT & Operations PROCESSES (SM&O) ..9 OPS 2-1 SM&O Support & Readiness (SM&O - OSR)..10 OPS 2-2 Service Configuration & Activation (SM&O - F)..11 OPS 2-3 Service Problem Management (SM&O - A)..11 OPS 2-4 Service Quality Management (SM&O - A)..11 OPS 2-5 Service & Specific Instance Rating (SM&O - B)..11 CHAPTER 3 OPS- RESOURCE MANAGEMENT & Operations (RM&O) OPS 3-1 RM&O Support & Readiness (RM&O - OPS 3-2 Resource Provisioning (RM&O - F) ..13 TeleManagement Forum 2004 GB921D TMF Approved Page xviii eTOM Business process framework , Addendum D OPS 3-3 Resource Trouble Management (RM&O - OPS 3-4 Resource Performance Management (RM&O - A).)))