C M Y CM MY CY CMY K
(eTOM)
ENHANCED TELECOM OPERATIONS
BUSINESS PROCESS FRAMEWORK RELEASE 7.0
STRATEGY, INFRASTRUCTURE & PRODUCT
STRATEGY & COMMIT
MARKET STRATEGY & POLICY
MARKETING & OFFER MANAGEMENT
• Gather & Analyze Market Information
• Establish Market Strategy
• Establish Market Segments
• Link Market Segments & Products
• Gain Commitment to Marketing Strategy
PRODUCT & OFFER PORTFOLIO PLANNING
• Gather & Analyze Product Information
• Establish Product Portfolio Strategy
• Produce Product Portfolio Business Plans
• Gain Commitment to Product Business Plans
SERVICE STRATEGY & PLANNING
SERVICE DEVELOPMENT
& MANAGEMENT
• Gather & Analyze Service Information
• Manage Service Research
• Establish Service Strategy & Goals
• Define Service Support Strategies
• Produce Service Business Plans
• Develop Service Partnership Requirements
• Gain Enterprise Commitment to Service Strategies
RESOURCE DEVELOPMENT
& MANAGEMENT
RESOURCE STRATEGY & PLANNING
• Gather & Analyze Resource Information
• Manage Resource Research
• Establish Resource Strategy & Architecture
• Define Resource Support Strategies
• Produce Resource Business Plans
• Develop Resource Partnership Requirements
• Gain Enterprise Commitment to Resource Plans
SUPPLY CHAIN DEVELOPMENT
& MANAGEMENT
SUPPLY CHAIN STRATEGY & PLANNING
• Gather & Analyze Supply Chain Information
• Establish Supply Chain Strategy & Goals
• Define Supply Chain Support Strategies
• Produce Supply Chain Business Plans
• Gain Enterprise Commitment to Supply
Chain Plans
ENTERPRISE MANAGEMENT
STRATEGIC & ENTERPRISE PLANNING PROCESSES
STRATEGIC BUSINESS
BUSINESS PLANNING DEVELOPMENT
GROUP ENTERPRISE
MANAGEMENT
FINANCIAL & ASSET MANAGEMENT PROCESSES
FINANCIAL ASSET
MANAGEMENT MANAGEMENT
For the Enhanced Telecom Operations Map ® processes definitions please refer to TM Forum document GB921D v7.0. The complete eTOM documentation is available at www.tmforum.org. An electronic copy is available at http://www.amdocs.com/public/etom7.pdf | eTOM 7.0 Poster design © Amdocs. eTOM content © TeleManagement Forum 2007
INFRASTRUCTURE LIFECYCLE MANAGEMENT
PRODUCT & OFFER CAPABILITY DELIVERY
• Define Product Capability Requirements
• Capture Product Capability Shortfalls
• Approve Product Business Case
• Deliver Product Capability
• Manage Handover to Product Operations
• Manage Product Capability Delivery Methodology
MARKETING CAPABILITY DELIVERY
• Define Marketing Capability Requirements
• Gain Marketing Capability Approval
• Deliver Marketing Infrastructure
• Manage Handover to Marketing Operations
• Manage Marketing Capability
Delivery Methodology
SERVICE CAPABILITY DELIVERY
• Map & Analyze Service Requirements
• Capture Service Capability Shortfalls
• Gain Service Capability Investment Approval
• Design Service Capabilities
• Enable Service Support & Operations
• Manage Service Capability Delivery
• Manage Handover to Service Operations
RESOURCE CAPABILITY DELIVERY
• Map & Analyze Resource Requirements
• Capture Resource Capability Shortfalls
• Gain Resource Capability Investment Approval
• Design Resource Capabilities
• Enable Resource Support & Operations
• Manage Resource Capability Delivery
• Manage Handover to Resource Operations
SUPPLY CHAIN CAPABILITY DELIVERY
• Determine the Sourcing Requirements
• Determine Potential Suppliers/Partners
• Manage the Tender Process
• Gain Tender Decision Approval
• Negotiate Commercial Arrangements
• Gain Approval for Commercial Arrangements
ENTERPRISE
ARCHITECTURE
MANAGEMENT
PROCUREMENT
MANAGEMENT
AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
MAP®
OPERATIONS
PRODUCT LIFECYCLE MANAGEMENT OPERATIONS SUPPORT & READINESS FULFILLMENT ASSURANCE BILLING
PRODUCT & OFFER DEVELOPMENT & RETIREMENT CRM SUPPORT & READINESS CUSTOMER INTERFACE MANAGEMENT
• Manage Contact • Analyze & Report on Customer
CUSTOMER RELATIONSHIP MANAGEMENT
• Gather & Analyze New Product Ideas • Support Customer Interface Management
• Assess Performance of Existing Products • Support Order Handling • Manage Request (Including Self Service) • Mediate & Orchestrate Customer Interactions
• Develop New Product Business Proposal • Support Problem Handling
MARKETING FULFILLMENT RESPONSE PROBLEM HANDLING BILL INVOICE MANAGEMENT
• Develop Product Commercialization Strategy • Support Bill Invoice Management
• Issue & Distribute Marketing Collaterals • Isolate Customer Problem • Apply Pricing, Discounting,
• Develop Detailed Product Specifications • Support Bill Payments & Receivables Management
• Track Leads • Report Customer Problem Adjustments & Rebates
• Manage Product Development • Support Retention & Loyalty
• Launch New Products • Support Marketing Fulfillment SELLING • Track & Manage Customer Problem • Create Customer Bill Invoice
• Manage Product Exit • Support Selling • Manage Prospect • Close Customer Problem Report • Produce & Distribute Bill
• Support Bill Inquiry Handling • Qualify & Educate Customer • Create Customer Problem Report
• Correct & Recover Customer Problem BILL PAYMENTS & RECEIVABLES MANAGEMENT
SALES DEVELOPMENT • Manage Campaign • Negotiate Sales
• Manage Customer Billing
• Monitor Sales & Channel Best Practice • Manage Customer Inventory • Acquire Customer Data
CUSTOMER QoS/SLA MANAGEMENT • Manage Customer Payments
• Develop Sales & Channels Proposals • Manage Product Offering Inventory • Cross/Up Selling
• Assess Customer QoS Performance • Manage Customer Debt Collection
• Develop New Sales Channels & Processes • Manage Sales Inventory ORDER HANDLING
• Manage QoS/SLA Violation
• Determine Customer Order Feasibility • Report Customer QoS Perf BILL INQUIRY HANDLING
PRODUCT MARKETING COMMUNICATIONS & PROMOTION • Authorize Credit • Create Customer QoS Perf Degradation Report • Create Customer Bill Inquiry Report
• Define Product Marketing Promotion Strategy • Track & Manage Customer Order Handling • Track & Manage Customer QoS Perf Resolution • Assess Customer Bill Inquiry Report
• Develop Product & Campaign Message • Complete Order • Authorize Customer Bill Invoice Adjustment
• Close Customer QoS Perf Degradation Report • Track & Manage Customer Bill Inquiry
• Select Message and Campaign Channels • Rprt Customer Order Handling
• Develop Promotional Collateral • Issue Customer Orders Resolution
• Report Customer Bill Inquiry
• Manage Message and Campaign Delivery • Close Customer Order RETENTION & LOYALTY • Build Customer Insight • Close Customer Bill Inquiry Report
• Monitor Message & Campaign Effectiveness • Personalize Customer Profile for Retention & Loyalty • Analyze and Manage Customer Risk
• Establish & Terminate Customer Relationship • Validate Customer Satisfaction
SERVICE DEVELOPMENT & RETIREMENT SM&O SUPPORT & READINESS SERVICE CONFIGURATION & ACTIVATION SERVICE PROBLEM MANAGEMENT SERVICE & SPECIFIC INSTANCE RATING
SERVICE MANAGEMENT
& OPERATIONS
• Gather & Analyze New Service Ideas • Manage Service Inventory • Design Solution • Create Service Trouble Report • Mediate Usage Records
• Assess Performance of Existing Services • Enable Service Configuration & Activation • Allocate Specific Service Parameters to Services • Diagnose Service Problem • Rate Usage Records
• Develop New Service Business Proposal • Support Service Problem Management • Track & Manage Service Provisioning • Correct & Resolve Service Problem • Analyze Usage Records
• Develop Detailed Service Specifications • Enable Service Quality Management • Implement & Configure & Activate Service • Track & Manage Service Problem
• Manage Service Development • Support Service & Specific Instance Rating • Test Service End-to-End • Close Service Trouble Report
• Manage Service Deployment • Issue Service Orders • Survey & Analyze Service Problem
• Manage Service Exit • Report Service Provisioning SERVICE QUALITY MANAGEMENT
• Close Service Order • Monitor Srvc Quality • Track & Manage
• Recover Service • Analyze Srvc Quality Srvc Quality
• Improve Srvc Quality Perf Resolution
• Report Srvc Quality Perf • Close Service Perf
• Create Service Perf Degradation Report
Degradation Report
RESOURCE MANAGEMENT
& OPERATIONS
RESOURCE TROUBLE MANAGEMENT
RESOURCE DEVELOPMENT & RETIREMENT RM&O SUPPORT & READINESS RESOURCE PROVISIONING
• Gather & Analyze New Resource Ideas • Enable Resource Provisioning • Allocate & Install Resource • Survey & Analyze Rsrc Tbl • Report Rsrc Tbl
• Localize Rsrc Tbl • Close Rsrc Tbl Report
• Assess Performance of Existing Resources • Enable Resource Performance Management • Configure & Activate Resource
• Develop New Resource Business Proposal • Support Resource Trouble Management • Test Resource • Correct & Recover Rsrc Tbl • Create Rsrc Tbl Rprt
• Develop Detailed Resource Specifications • Enable Resource Data Collection & Distribution • Track & Manage Resource Provisioning • Track & Manage Rsrc Tbl
• Manage Resource Development • Manage Resource Inventory • Report Resource Provisioning RESOURCE PERFORMANCE MANAGEMENT
• Manage Resource Deployment • Manage Workforce • Close Resource Order • Monitor Rsrc Perf • Create Rsrc Perf
• Manage Resource Exit • Manage Logistics • Issue Resource Orders • Analyze Rsrc Perf Degradation Rprt
• Recover Resource • Control Rsrc Perf • Track & Manage
• Report Rsrc Perf Rsrc Perf Resolution
• Close Rsrc Perf Degradation Rprt
RESOURCE DATA COLLECTION & PROCESSING • Process Management • Distribute Management • Audit Data Collection
• Collect Management Information & Data Information & Data Information & Data & Distribution
RELATIONSHIP MANAGEMENT
SUPPLIER/PARTNER
SUPPLY CHAIN DEVELOPMENT & CHANGE MANAGEMENT S/PRM SUPPORT & READINESS S/P REQUISITION MANAGEMENT S/P PROBLEM REPORTING & MANAGEMENT S/P SETTLEMENTS & BILLING MANAGEMENT
• Manage Supplier/Partner Engagement • Support S/P Requisition Management • Select Supplier/Partner • Initiate S/P Problem Report • Manage Account
• Manage Supply Chain Contract Variation • Support S/P Problem Reporting & Management • Determine S/P Pre-Requisition Feasibility • Receive S/P Problem Report • Receive & Assess Invoice
• Manage Supplier/Partner Termination • Support S/P Performance Management • Track & Manage S/P Requisition • Track & Manage S/P Problem Resolution • Negotiate & Approve Invoice
• Support S/P Settlements & Payment • Receive & Accept S/P Requisition • Report S/P Problem Resolution • Issue Settlements Notice & Payment
Management • Initiate S/P Requisition Order • Close S/P Requisition Order
• Support S/P Interface Management • Report S/P Requisition
• Manage Supplier/Partner Inventory • Close S/P Requisition Order S/P PERFORMANCE MANAGEMENT
• Monitor & Control S/P Service Performance
• Track & Manage S/P Performance Resolution
• Report S/P Performance
• Initiate S/P Performance Degradation Report
• Close S/P Performance Degradation Report
S/P INTERFACE MANAGEMENT
• Manage S/P Requests (Including Self Service) • Analyze & Report S/P Interactions • Mediate & Orchestrate Supplier/Partner Interactions
ENTERPRISE RISK MANAGEMENT PROCESSES ENTERPRISE EFFECTIVENESS MANAGEMENT PROCESSES KNOWLEDGE & RESEARCH MANAGEMENT PROCESSES
BUSINESS CONTINUITY FRAUD MANAGEMENT PROCESS MANAGEMENT PROGRAM & PROJECT KNOWLEDGE TECHNOLOGY
SECURITY ENTERPRISE QUALITY RESEARCH
MANAGEMENT & SUPPORT MANAGEMENT MANAGEMENT SCANNING
MANAGEMENT MANAGEMENT MANAGEMENT
REVENUE ASSURANCE
AUDIT MANAGEMENT ENTERPRISE
INSURANCE MANAGEMENT FACILITIES
• Manage Revenue Assurance Policy Framework PERFORMANCE
MANAGEMENT MANAGEMENT & SUPPORT
• Manage Revenue Assurance Operations ASSESSMENT
• Support Revenue Assurance Operations
STAKEHOLDER & EXTERNAL RELATIONS MANAGEMENT PROCESSES HUMAN RESOURCES MANAGEMENT PROCESSES
CORPORATE
LEGAL REGULATORY HR POLICIES & ORGANIZATION
COMMUNICATIONS & WORKFORCE STRATEGY
MANAGEMENT MANAGEMENT PRACTICES DEVELOPMENT
IMAGE MANAGEMENT
COMMUNITY SHAREHOLDER BOARD & WORKFORCE EMPLOYEE &
RELATIONS RELATIONS SHARES/SECURITIES DEVELOPMENT LABOR RELATIONS
MANAGEMENT MANAGEMENT MANAGEMENT MANAGEMENT