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 Release GB921 F Member Evaluation November 2004 TeleManagement Forum 2004 eTOM Business process framework , Addendum F Page 2 Notice The TeleManagement Forum ( TM Forum ) has made every effort to ensure that the contents of this document are accurate. This document is a draft working document of TM Forum and is provided to the public solely for formal comments and evaluation. It is not a Forum Approved Document and is solely circulated for the purposes of assisting TM Forum in the preparation of a final document in furtherance of the aims and mission of TM Forum.

2 Any use of this document by the recipient is at its own risk. Under no circumstances will TM Forum be liable for direct or indirect damages or any costs or losses resulting from the use of this document by the recipient. This document is a copyrighted document of TM Forum. Without the appropriate permission of the TM Forum, companies that are not members of TM Forum are not permitted to make copies (paper or electronic) of this draft document other than for their internal use for the sole purpose of making comments thereon directly to TM Forum. 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.

3 Direct inquiries to the TM Forum office: 89 Headquarters Plaza North, Suite 350 Morristown, NJ 07960, USA Tel.: +1 973-292-1901 Fax: +1 973-993-3131 TM Forum Web Page: TeleManagement Forum 2004 GB921F eTOM Business process framework , Addendum F Page 3 Acknowledgements See main document (GB921 ) for acknowledgements. Particular thanks go to Jane Hall of Fraunhofer Fokus who handled editing of the release 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. Thanks also to Viviane Cohen of Amdocs who coordinated the work on the new material in GB921F and also edited the updates.

4 TeleManagement Forum 2004 GB921F eTOM Business process framework , Addendum F Page 4 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.

5 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 5 TeleManagement Forum 2004 GB921F eTOM Business process framework , Addendum F Page 6 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 921F.

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. 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 TeleManagement Forum 2004 GB921F eTOM Business process framework , Addendum F Page 7 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 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 Addendum F Release 08/04 Updated to include new process flows concerning billing, and also to update some existing material Version 11/04 Updates prior to Release Member Evaluation Summary of Changes in this Version See main document (GB921 ) for change information.

8 TeleManagement Forum 2004 GB921F eTOM Business process framework , Addendum F Page 8 References Related or Source Documents F1. 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 9 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 - BILLING-RELATED PREPAID FEDERATED Scenario Pre Post process Flow ( eTOM Level 3 processes)..23 ADVICE OF Scenario Pre Post process Flow (eTOM Level 3 processes)..25 ETOM LEVEL 3 PROCESSES INVOLVED IN BILLING MANAGE MEDIATE USAGE RATE USAGE process RESOURCE DATA (RM&O AB).

9 27 TeleManagement Forum 2004 GB921F eTOM Business process framework , Addendum F Page 10 APPLY PRICING, DISCOUNTING & CHAPTER 3 DSL FULFILLMENT process DSL FULFILLMENT DSL FULFILLMENT process DSL FULFILLMENT process CHAPTER 4 PLM process PLM PLM process APPLICATION OF SIP Business PLM process CHAPTER 5 SLA process SLA SLA process Normal Execution with SLA SLA process Normal Execution with SLA TeleManagement Forum 2004 GB921F eTOM Business process framework , Addendum F Page 11 Table of Figures and Tables Figure : Billing flow prepaid: Authorization request /balance reservation (enough balance).. 18 Figure : Billing flow Authorization Request/Balance reservation (not enough balance).. 19 Figure : Billing flow prepaid: Debit 20 Figure Business Relationship Context for Federated Figure Federated Billing Figure Level 3 process Flow Advice of Charge.

10 25 Figure : Fulfillment process 29 Figure : Pre-Sales Level 2 process Figure : Pre-Sales process Dynamics Figure : Ordering Level 2 process Figure : Ordering process Dynamics Figure : Ordering process Dynamics Flow: Status Figure : Post-Ordering Level 2 process Figure : Scope of Product Lifecycle Figure : Example of PLM process Figure : Different Scopes for Figure : Approve the Development of a New Product (pre-approval)..37 Figure : Develop New Product or Modify an Existing One (post-approval)..38 Figure : Product/Service and Associated SLA 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 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.