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 F: process Flow Examples GB921 F TMF ApprovedVersion March 2004 TeleManagement Forum 2004 eTOM Business process framework , Addendum F 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. 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.

2 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. +1 973 292 1901 Fax No. +1 973 993 3131 TM Forum Web Page: TeleManagement Forum 2004 GB921F Page iv eTOM Business process framework , Addendum F Acknowledgements See main document (GB921 ) for acknowledgements. Particular thanks go to Jane Hall of Fraunhofer Fokus who handled editing of this document, and integrated comments and suggestions into the final form shown here.

3 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. GB921F TeleManagement Forum 2004 eTOM Business process framework , Addendum F Page v About TeleManagement Forum TeleManagement Forum is an international consortium of communications service providers and their suppliers. 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.

4 The members of TM Forum include service providers, network operators and suppliers of equipment and software to the communications industry. 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 GB921F eTOM Business process framework , Addendum F Page vii 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 TM Forum Version Release with a Guidebook Number of 921.

5 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. 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 TeleManagement Forum 2004 GB921F Page viii eTOM Business process framework , Addendum F 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.

6 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 F 07/03 Launched as an Addendum to the main eTOM GB921 document, to improve readability. eTOM Version Addendum F 11/03 Released for public review and comment. No changes to technical content from eTOM Version Addendum F 2/04 Updated to reflect the process decompositions of GB921D version eTOM Version Addendum F 3/04 Cosmetic update to state Approved document. Summary of Changes in this Version See main document (GB921 ) for change information. GB921F TeleManagement Forum 2004 eTOM Business process framework , Addendum F Page ix References Related or Source Documents F1.

7 SLA Management Handbook, TMF, GB917, Public Evaluation Version See main document (GB921 ) for additional references. TeleManagement Forum 2004 GB921F eTOM Business process framework , Addendum F Page xi 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 CHAPTER 1 - CHAPTER 2 DSL FULFILLMENT process FLOWS ..19 DSL FULFILLMENT DSL FULFILLMENT process DSL FULFILLMENT process CHAPTER 3 PLM process FLOWS ..24 PLM PLM process APPLICATION OF SIP Business Approach ..26 PLM process CHAPTER 4 SLA process FLOWS ..30 SLA SLA process Normal Execution with SLA SLA process TeleManagement Forum 2004 GB921F Page xii eTOM Business process framework , Addendum F Normal Execution with SLA Assessment.

8 44 GB921F TeleManagement Forum 2004 eTOM Business process framework , Addendum F Page xiii Table of Figures and Tables Figure : Fulfillment process 20 Figure : Pre-Sales Level 2 process 21 Figure : Pre-Sales process Dynamics Flow ..21 Figure : Ordering Level 2 process Flow .. 22 Figure : Ordering process Dynamics Flow ..22 Figure : Ordering process Dynamics Flow: Status Updates ..23 Figure : Post-Ordering Level 2 process Flow ..23 Figure : Scope of Product Lifecycle Figure : Example of PLM process Figure : Different Scopes for Figure : Approve the Development of a New Product (pre-approval)..28 Figure : Develop New Product or Modify an Existing One (post-approval)..29 Figure : Product/Service and Associated SLA Lifecycle ..30 Figure : Normal Execution of SLA Service Case A: Performance Data during Normal Figure : Normal Execution of SLA Service Cases B and C: Threshold Crossing Alerts and Resource Failure Figure : Customer Detected SLA Figure Assessment Initiation Case A: Customer Needs have Figure Assessment Initiation Cases B and C: Internal Assessments at the Customer and Service Layers.

9 34 Figure : Normal Execution of SLA Service Case A: Performance Data during Normal Figure : Normal Execution of SLA Service Cases B and C: Threshold Crossing Alerts and Resource Failure Alarms. Steps 1 to Figure : Normal Execution of SLA Service: Cases B and C: Threshold Crossing Alerts and Resource Failure Alarms. Steps 18 to Figure : Customer Detected SLA Violation. Steps 1 to Figure : Customer Detected SLA Violation. Steps 17 to Figure : Assessment Initiation Case A: Customer needs have Figure : Assessment Initiation Cases B and C: Internal Assessments at the Customer and Service TeleManagement Forum 2004 GB921F Page xiv eTOM Business process framework , Addendum F GB921F TeleManagement Forum 2004 eTOM Business process framework , Addendum F Page 15 Preface eTOM Business process framework The eTOM Business process framework is a reference framework for categorizing all the Business activities that a service provider will use.

10 This is done through definition of each area of Business activity, in the form of process components or process Elements that can be decomposed to expose progressive detail. These process elements can then be positioned within a model to show organizational, functional and other relationships, and can be combined within process flows that trace activity paths through the Business . The eTOM can serve as the blueprint for standardizing and categorizing Business activities (or process elements) that will help set direction and the starting point for development and integration of Business and Operations Support Systems (BSS and OSS respectively). An important additional application for eTOM is that it helps to support and guide work by TM Forum members and others to develop NGOSS solutions. For service providers, it provides a Telco industry-standard reference point, when considering internal process reengineering needs, partnerships, alliances, and general working agreements with other providers.