enhanced Telecom Operations MapTM (eTOM) The Business ...

1 enhanced Telecom Operations MapTM (eTOM) The Business process framework For The Information and Communications Services Industry Addendum A Detailed process Decompositions and Flows for Selected Areas of the Business process framework GB921a Member Evaluation Version Draft May 2002 TeleManagement Forum 2002 eTOM Business process framework Addendum A Page iii TeleManagement Forum 2002 GB921a Notice The TeleManagement Forum ( TM Forum ) has made every effort to ensure that the contents of this document are accurate. However, no liability is accepted for any errors or omissions or for consequences of any use made of this document. This document is a draft working document of TM Forum and is provided to the public solely for 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. Direct inquiries to the TM Forum office: 1201 Mt. Kemble Avenue Morristown, NJ 07960 USA Tel No.

3 +1 973 425 1900 Fax No. +1 973 425 1515 TM Forum Web Page: eTOM Business process framework Addendum A Page v TeleManagement Forum 2002 GB921a Acknowledgements enhanced Telecom Operations Map (eTOM) The Business process framework Addendum A Release Contributors This release of this Addendum to the enhanced Telecom Operations MapTM (eTOM) Business process framework builds on the combined efforts of a large group of individuals from companies all over the world, both in this phase of the work and the previous activity to develop the core eTOM document. Most noteworthy is the participation of numerous service providers. The knowledge and commitment in providing contributions and participating in discussions are greatly appreciated. For those taking a leadership role for areas of the work, listed below with an asterisk before their names, significant time and commitment was involved and provided.

4 The main contributors to this addendum are: *Enrico Ronco, Telecom Italia Lab, eTOM Team Leader Alfred Anaya, Accenture Peter Huckett, Acterna David Milham, BT Exact Hilary Small, CASE wise Ian Best, Comnitel *Jane Hall, Fraunhofer Fokus Masayoshi Ejiri, Fujitsu Ltd *Kiffin Gish, IQUIP *Caspar Smits, IQUIP *Johan Vandenberghe, Lucent Technologies Sarah Blanks, MetaSolv Dave Campbell, MetSolv Jon Barnes, Popkin Page vi eTOM Business process framework Addendum A GB921a TeleManagement Forum 2002 *Helena Pechaver Starc, Siebel Brad May, Siebel Maywun Wong, Siebel Veli Kokkonen, Sonera Wayne Floyd, Sprint PCS *Michael Richter, Telstra Debbie Deland, TM Forum Mike Kelly, TM Forum *Viviane Cohen, Amdocs *Balbinder Dhami, Amdocs Martin Huddleston, QinetiQ *Pete Stringer, Qinetiq Nick Webb.

5 Qinetiq *Marta Turnbull, Qwest *Jesus Arango, Telefonica Moviles Oscar Duenas, Telefonica Moviles Raul Megia, Telefonica Moviles Daniel Paul, Telefonica Moviles Valuable input, comments and directional reviews from the following people are also greatly appreciated: Al Vincent, IGS John Strassner, Intelliden Thomas Tenevall, Ki Consulting Keith Willetts, Mandarin Associates Kirk Shrewsbury, MCI Worldcom John Reilly, MetaSolv Jim Warner, TM Forum Special thanks to Enrico Ronco, Telecom Italia Lab, whose kind and firm leadership was a key factor in achieving the timely completion of this, and the companion main eTOM GB921 document. Note: Acknowledgements for development of the various versions of the core eTOM document (GB921) are included in that document. eTOM Business process framework Addendum A Page vii TeleManagement Forum 2002 GB921a About TeleManagement Forum TeleManagement Forum is an international consortium of communications service providers and their suppliers.

6 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. 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 paper specifications.

7 ETOM Business process framework Addendum A Page ix TeleManagement Forum 2002 GB921a 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. Important Note: Despite the extent of the effort involved in producing this document, it should not be considered as complete. The focus of this release is to provide a view of detailed process decompositions and process flows in selected areas of the Business process framework (also known as the eTOM Model). This work will be developed further in the future, and additional selected areas of the Business process framework will be addressed and described in a similar fashion to those included here. The driving consideration is to focus on areas of high priority within the industry, where the benefits of clearer definition and agreement on Business processes can facilitate planning and development within Service Provides and other enterprises, and can act as a basis for the realization of automated interworking between enterprises.

8 Despite the evolutionary nature of the eTOM work, it is already in use by Service Providers. Significant process work will continue to develop this further, with significant input from TM Forum members to direct the eTOM work so that they obtain the most from subsequent eTOM releases. Document Life Cycle The eTOM: The Business process framework For The Information and Communications Services Industry Addendum A is being issued as a Release for Member Evaluation with a Guidebook Number of 921a. The TeleManagement Forum ("TM Forum") expects to continue to build the eTOM based on: Further research and alignment with other cross-industry process work Significant member comments and input Joint work with other TM Forum teams, including the System Team and the Shared Information and Data Team Additional work to provide additional process decompositions and flows The eTOM is a significant undertaking for members.

9 It is crucial that ongoing feedback is garnered. The eTOM is being driven and used by a significant number of worldwide service providers. They expect this release, and future Page x eTOM Business process framework Addendum A GB921a TeleManagement Forum 2002 releases for eTOM to encourage contribution and participation in eTOM development by more service providers. All documents approved by the TM Forum (as well as those previously approved by NMF) undergo a formal review and approval process . The TM Forum Strategy Management Team, chaired by the President of TM Forum, approved this document for release as a Member Evaluation Version. This document will continue under change control. A document of this type is a living document, capturing and communicating current knowledge, views and practices.

10 Further updates will be made because of detailed work ongoing in the TM Forum and the industry. Individuals or companies who are not members of the TM Forum are encouraged to provide comments on this document. However, in order for their comments to be considered, a signed waiver must be on file with TM Forum pertaining to intellectual property rights. To obtain this form, please contact the TM Forum. Time Stamp This version of the eTOM Business process framework Addendum A can be considered valid until it is updated or replaced. How to obtain a copy An electronic copy of the eTOM Business process framework Addendum A Member Evaluation Version can be downloaded at the TM Forum Web Site ( ). If anyone would like a paper version of this document, please order via the TM Forum Web Site or contact the TM Forum office, +1 973 425-1900.