Information Document 19-E

ITU-T Study Group 2

November 2002

QUESTION: 5 & 6/2

SOURCE TSB
TITLE: TeleManagement Forum (TMF), NGOSS and eTOM
(by Mike Kelly, TeleManagement Forum)

The purpose of this document is to provide background information on TeleManagement Forum and its
activities
TeleManagement Forum
(TMF)

NGOSS and eTOM

 Agenda
Introduction The TM Forum
Background The Changing Industry
NGOSS Initiative
Program
Plan
Progress to Date

eTOM - The Business View

Business Process Framework
Ongoing Work

Conclusions
 Agenda
Introduction The TM Forum
Background The Changing Industry
NGOSS Initiative
Program
Plan
Progress to Date

eTOM - The Business View

Business Process Framework
Ongoing Work

Conclusions
 Worldwide Consortium of ~400 Operators,
Suppliers & Integrators
Focus on Automating Operational Management
and Business Processes
By advancing available Technologies and Solutions
within Global Communications Industry
We:
Provide Wealth of Industry Knowledge
Facilitate Agreements between Companies
Provide Opportunities for Experimentation &
Co-operative Development
 Working with Industry

Technology
Presentations/
trials Industry
white papers Industry
Catalyst
conferences/
requirements expos
projects Create,
Business cases Collaborative stimulate,
R&D projects interpret,
Seminars/
catalogue, training
collate, programs
package,
Product Academic/ distribute
catalogues government knowledge
Market research information Web based
Industry news services
Published
reports
 Specific Areas of Focus

Provide Strategic Leadership and Guidance:

New Generation OSS (NGOSS)

Business Process Modeling and Automation
Managing Next Gen Network Technologies
Service Management
Web-Based Customer Care (e-Care) and
Customer Relationship Management (CRM)
Systems Integration
 Key Work Programs
Technical Teams
Business, System &
Implementation TeleManagement Catalyst Showcase
Architecture Collaborate World Demonstrate
Create a Develop proof of
collaborative work concept solutions to
environment within real industry
which competitor A Place problems that can
can solve problems to Do Business subsequently be
of mutual interest productised and
Provide the premier sold
Market Centers
global OSS/BSS
Mobile environment within
Value Chain which members can TMF Central
New Gen Networks conduct business Website
Market Focus Communicate

Draw direction and Create a portal

requirements in a which is a resource
market-centric center which the
fashion from key industry can use as
industry players first port of call for
OSS/BSS info
 Agenda
Introduction The TM Forum
Background The Changing Industry
NGOSS Initiative
Program
Plan
Progress to Date

eTOM - The Business View

Business Process Framework
Ongoing Work

Conclusions
 Multiple 100 Year Events
Monopolies _ Open Markets

Circuit _ IP Fixed _ Mobile

Networks

Voice _ Data
 Services are Multiplying
Yesterday Today Tomorrow
Personal information services
Entertainment services
Voicemail services Business to business services
Basic Voice Services
Tomorrow
Multimedia Teleconferencing
Enhanced voicemail services Enhanced voicemail services

Voicemail services Audio Teleconferencing Basic and Enhanced Voice

Pre-pay services Multimedia Content Delivery
Basic Voice Services Video Streaming Services
Network ACD Services
Specialized Information Services
SMS Text Messaging
eCommerce Applications
Web/Internet Access
Location based services
Basic EMail
Web-Based Service Orders
Data Backup/Recovery Services
Voice Over IP Services
Text to voice services
Multimedia Bridging Services

TeleManagement Forum & Telcordia Technologies 2001

 Operational Challenges are Growing

Service Development at Internet Speed

Real-time Flow-through Service Delivery
QoS Guarantees across Multi-service/
Multi-technology, Multi-provider/
Infrastructures
Proactive, Real-time, Content-based,
Location-based Billing
Customer Self Service
 ..and Yesterdays Systems cant Cope

Market speed is outstripping

management system capabilities
Impacting time to market
Hitting the bottom line
Systems development takes too long,
is too expensive and too risky
 Time for a Radical Rethink
From blacksmiths shop
software...
to fast production line
by assembly and configuration

New Generation OSS -

changing the way we build
management software
 Agenda
Introduction The TM Forum
Background The Changing Industry
NGOSS Initiative
Program
Plan
Progress to Date

eTOM - The Business View

Business Process Framework
Ongoing Work

Conclusions
 So What is NGOSS?
New Generation Operations Systems and Software
Industry-agreed, business solution Framework for next
generation OSS/BSS
Driven and managed by TM Forum
Includes tools and guidance for service providers,
suppliers and systems integrators
Business Process, Systems and Software integration maps
Development architecture
Repository of documents, models and reference code
Goal = rapid development of flexible, low cost of
ownership solutions to meet the business needs of the
internet enabled economy
 Draws on a Broad Base of Ideas

Business Enterprise
Processes Management

NGOSS

COTS
TMN Software
 NGOSS Key Elements

Definition of Business Processes and

Information Models
Definition of Systems Framework upon
which these business solutions will be
built
Practical implementations and multi-
vendor demonstrations via a series of
collaborative Catalyst Projects
Creation of a Knowledge Base of
documentation, models and code to
support developers, integrators and users
 New Generation OSS
Framework for Rapid and Flexible Integration of
OSSs & BSSs supporting the Global Communications
Industry
Framework Supports Multiple Viewpoints
Architecture Tech Neutral & Tech Specific
Methodology Business Process Driven
Development Model-based
Interoperability Contract/Component-based using Shared
Information Models
Communication Distributed Networking
Operation Distributed Computing Services
Compliance Testable

Framework supporting or enclosing structure

Viewpoint focus on particular concerns within a system (IEEE Std 1471-2000)
Scope of NGOSS Program

Industry Compliance

Platform
Business Systems
Requirements
Process Analysis &
&
Analysis Design
Architecture

Shared Information & Data Model

Methodology for using NGOSS

RFPs for NGOSS solutions

 NGOSS Key Concepts

Methodology system of principles and

procedures applied to a discipline
Viewpoint focus on particular concerns
within a system (IEEE Std 1471-2000)
Framework supporting or enclosing
structure
Architecture style or method of design
and construction
 NGOSS Methodology
Ordering 3 Use Case
Thu Apr 05 12:47:19 2001
Use Case Diagram

Provider Services
Gateway Services

Ordering 3
Process
Gateway Customer
Interface Management
Customer
Interface
OSS

Contract Interface
Customer
Order
Manager Product
Fulfillment
Manager

<<SDM>>
CustomerContact

*
<<SDM>>
ProductRequest

<<SDM>>
ProductCatalog
Service
<<SDM>>

Implementation
<<SDM>> InvoiceInquiry *
Customer
<<SDM>>
ProductService
<<SDM>>
CreditViolation

Customer Management Services Product Management Services

NGOSS
Knowledge
Base
Customer

Qualif y
Customer

Customer
Relationship Update Customer Solution
Management Pr e-Order Rec eive Pre-Order Contact Record Alternatives
Feasibility Feas ibility Request A vailable
Request Made

Identif y Solution No Action

Alternatives Required

Inf ormation

Service
Dev elopment Assess Service Pr ovide Service
and Op'ns A v ailability A v ailability Date
Management

Resource
Inf ras'ture Det ermine Pr ovide Availability
Dev't and Resource Date
Mngmnt A v ailability

Supplier/
Partner

Methodology system of principles and procedures applied to a discipline

Viewpoint focus on particular concerns within a system (IEEE Std 1471-2000)
 NGOSS The Framework

Business System Implementation

Architecture
Behavior

Information

Framework supporting or enclosing structure

Architecture style or method of design and construction
 NGOSS eTOM

Business System Implementation

Map - eTOM Architecture

Behavior
Business

Information

eTOM enhanced Telecom Operations Map

 eTOM - Business Map

Reference Map of Idealized Organization

Business Process Model-based Viewpoint
External View of Functionality supported by
Business Activities
Mechanism for Identifying & Cataloging
Business Processes
Actors
Domain Boundaries
Entities
Cornerstone of Business View

eTOM enhanced Telecom Operations Map

 NGOSS Business Map
Customer
Strategy, Infrastructure & Product Operations
Strategy & Infrastructure Product Operations Fulfillment Assurance Billing
Commit Lifecycle Lifecycle Support &
Management Management Readiness

Marketing & Offer Management Customer Relationship Management

Service Development & Management Service Management & Operations

Resource Development & Management Resource Management & Operations

(Application, Computing and Network) (Application, Computing and Network)

Supply Chain Development & Management Supplier/Partner Relationship Management

Enterprise Strategic & Brand Management, Stakeholder & External Disaster Recovery,
Management Enterprise Market Research & Relations Management Security & Fraud
Planning Advertising Management
Research &
Financial & Asset Human Resources Development, Enterprise Quality
Management Management Technology Management, Process & IT
Acquisition Planning & Architecture
 eTOM Developments

eTOM Core Business Process Framework

Approved and publicly available
Detailed extensions with further process
decompositions and flows released to TM
Forum member companies
Interactive tool-based eTOM model released
to TM Forum member companies
Ongoing work on high-priority business
processes and scenarios underway
 NGOSS SIM

Business System Implementation

Architecture

Map - SIM
Behavior

System
Information

SIM Systems & Information Map

 SIM System Map
Reference Map of Idealized IT Environment
System Solution Model-based Viewpoint
Internal View of Functionality supported by
Computing Systems
Mechanism for Identifying & Cataloging
System Processes
Actors
Interface Reference Points
Contracts
Shared Information & Data Models
Cornerstone of System View
SIM Systems & Information Map
 Level 1 SIM
Management
Domains
Portfolio

Business
Operations
Enterprise
Equipment
Technology
Product

Mkt/Sales Workforce Service

Customer Supplier/
Partner
Invoice/
Payment
Logical
Business
Components

SIM Systems & Information Map

 NGOSS Behavior & Information

Business System Implementation

Architecture
Behavior Behavior & Control

Information Shared Info & Data (SID)

Modeling
Behavior & Information Driven Activities

Behavior & Control

Business Process driven System Behavior
Coarse vs. Fine Grained Control
Centralized vs. Distributed Execution
Guidelines for Modeling and Realization

Shared Info & Data (SID) Modeling

Key to Interoperability
Business Process and Experience Driven
NGOSS Meta-Model for Shared Info & Data
 NGOSS Trial Solutions

Business System Implementation

Architecture

Catalyst Projects
Behavior

TMW
Information
Catalyst Program the living lab for NGOSS

The Catalyst program has been

active for over two years
developing solutions to real-life OSS
problems
Catalyst program is evolving into
the living lab for NGOSS
 NGOSS Compliance

Business System Implementation

Architecture
Behavior

Compliance
Program
Information
 NGOSS Compliance
NGOSS compliance based on auditing
for Catalysts in 2001
NGOSS Compliance Steering group
established to create industry wide
VV&T program
Building on what was learned auditing catalysts, but
moving towards a testing approach where appropriate
Aiming to cover the entire NGOSS Landscape, but in a
phased manner
Pilot Demos at TMW in 2002
Contract Defined Interface
Common Communications Vehicle
Externalised Process Control
 Progress to Date
Business Case complete
System Level Requirements complete
eTOM v3 approved
SIM v2 in member review Industry Compliance

SID v1 in member review Business Systems

Platform
Requirements
Process Analysis
Technology Neutral Architecture Analysis & Design
&
Architecture

complete Shared Information & Data Model

TSA Application Notes available for Methodology for using NGOSS

review (CORBA, J2EE, XML/SOAP/UDDI, RFPs for NGOSS solutions

J2SE, JINI)
NGOSS Catalysts demonstrating NGOSS
solutions
NGOSS Compliance v1 in member
review
 NGOSS Roadmap Summary
Release 1 Release 2 Future Releases
Available Q4/2001 Available Q2/2002
NGOSS-Wide NGOSS Business Case Company specific NGOSS
Activities Business Case
NGOSS Requirements NGOSS Partner Program

NGOSS Powered Criteria for Catalysts Industry-wide NGOSS Powered Industry-wide NGOSS Powered
Compliance Program Pilot Compliance Program Full
Implementation
Process Automation eTOM The Business Process eTOM - Scenarios for Test Cases Completed eTOM
Activities Framework

NGOSS Development and Integration Initial Repository structure for NGOSS Knowledge Base
Methodology NGOSS Artifacts

Sample Contracts and Use-Cases End-to-End Contracts and Use- End-to-End contracts populating
Cases for Test Cases Knowledge Base

Information Modeling Systems Integration Map: Concepts NGOSS Meta Model

Activities and Principles

Systems Integration Map: Component NGOSS Information Models and

Description Data Models

Systems Framework NGOSS Architecture Overview

Activities
NGOSS Technology Neutral Technology Neutral Contract Technology Neutral models for
Architecture Specification Framework Services,
Infrastructure etc.
NGOSS Technology-Specific Technology-Specific Mappings of Further Technology Specific
Application Notes Contract Specification Application Notes
Whos Backing NGOSS?
 Conclusions
NGOSS Is! NGOSS Is Not!
A 21st century umbrella approach A TMF specific approach
to building and deploying OSS A special approach for the
Adoption of industry standard communications industry
approaches and tuning them for Prescriptive
OSS Revolutionary
Cardinal points of agreement
A practical program - delivering
practical tools, support and code to
aid development not just paper
specs
Evolutionary
 NGOSS - Benefits for Everyone

..for Service Providers:

Get to market faster and keep ahead = profit

..for Systems Integrators:

Add business value, not overheads = profit

for Equipment Manufacturers and ISVs:

Open up the OSS products market = profit
 Agenda
Introduction The TM Forum
Background The Changing Industry
NGOSS Initiative
Program
Plan
Progress to Date

eTOM - The Business View

Business Process Framework
Ongoing Work

Conclusions
 A Brief History of eTOM
1995 1998: development of TOM (Telecom Operations Map)
1999: stabilization of TOM
2000 2001: evolution of TOM towards eTOM
May 2001: eTOM v1.0 for TMF Members Evaluation
Oct 2001: eTOM v2.0 for TMF Members Evaluation
Jan 2002: eTOM v2.5 for Public Evaluation
May 2002: eTOM v3.0 is TMF Approved
July 2002: Addendum to core eTOM released to Members

Current: development of detailed process

decompositions and flows in selected application areas
 eTOM: enhanced Telecom Operations Map
Customer
Strategy, Infrastructure & Product Operations

Strategy &
Commit
Infrastructure Product
Lifecycle Lifecycle
Operations
Support and
Fulfillment Assurance Billing
Management Management Readiness

Marketing & Offer Management Customer Relationship Management

Service Development & Management Service Management & Operations

Resource Development and Management Resource Management & Operations

(Application, Computing and Network) (Application, Computing and Network)

Supply Chain Development and Management Supplier/Partner Relationship Management

Enterprise Strategic & Brand Management, Stakeholder & External Disaster Recovery,
Management Enterprise Market Research & Relations Management Security & Fraud
Planning Advertising Management
Research &
Financial & Asset Human Resources Development, Enterprise Quality
Management Management Technology Management, Process & IT
Acquisition Planning & Architecture
 Customer

Customer Interface Management Processes

TMN Layers

Information Systems Management Processes

Customer Invoicing
Business correspond with TOM Sales
Order
Handling
Problem
Handling
QoS
Management
and
Collections
Management Customer Care Processes
horizontals
Service
Service Service Service
Management Planning and
Service
Problem Quality
Rating and
Configuration Discounting
Development Management Management
Service Development and Operations Processes
Network Management
Network Network Network
Network Network Data
Planning and Inventory Maintenance &
Provisioning Management
Development Management Restoration
Element Management Network and Systems Management Processes

Network Element Management Processes

Physical Resource and Information Technology

TOM processes are

captured in FAB area
of eTOM Operations
Customer
Strategy, Infrastructure & Product Operations
Strategy & Infrastructure Product Operations Fulfillment Assurance Billing
Commit Lifecycle Lifecycle Support &
Management Management Readiness

Marketing & Offer Management Customer Relationship Management

eTOM maps the
Service Development & Management Service Management & Operations NGOSS Business
View
Resource Development & Management Resource Management & Operations
(Application, Computing and Network) (Application, Computing and Network)

Supply Chain Development & Management Supplier/Partner Relationship Management

Enterprise Strategic & Brand Management, Stakeholder & External Disaster Recovery,
Management Enterprise Market Research & Relations Management Security & Fraud
Planning Advertising Management
Research &
Financial & Asset Human Resources Development, Enterprise Quality
Management Management Technology Management, Process & IT
Acquisition Planning & Architecture
 The Operations area

Operations

FAB remains the core of the Operations Fulfillment Assurance Billing

Support &
Operations area Readiness
Customer Relationship Management

Operations Support & Readiness is

separated from FAB Service Management & Operations

OPS also supports functional Resource Management & Operations

process groupings shown as (Application, Computing and Network)

horizontal layers
Supplier/Partner Relationship Management
 The Operations area
Operations
Operations Support
& Readiness
Fulfillment Assurance Billing
Customer Relationship Customer Interface Management
Management
CRM Operations CRM Selling
Support & Process Operations Customer Billing &
Readiness Problem QoS / SLA Collections
Management Marketing Order Handling Management Management
Fulfillment Handling
Response
Sales &
Channel
Management Retention & Loyalty

Service Management & Operations

Service Service Service &
SM&O Support & Service Service Quality
Management & Problem Specific Instance
Process Configuration Analysis, Action
Operations Management & Reporting Rating
Management & Activation
Readiness

Resource Management & Operations Resource Resource Quality

Resource Problem Analysis, Action
RM&O Support & Resource Provisioning
Management & Management & Reporting
Process & Allocation
Operations
Management to Service Instance
Readiness
Resource Data Collection, Analysis & Control

Supplier/Partner Relationship Management

S/P S/P Purchase S/P Problem S/P S/P Settlements
S/PRM Operations S/P Relationship Order Reporting & Performance & Billing
Management Buying
Support & Management Management Management Management
Process Operations
Management Readiness
Supplier/Partner Interface Management
 The Strategy, Infrastructure & Product area

SIP encompasses strategy Strategy, Infrastructure & Product

and lifecycle management Strategy & Infrastructure Product

processes in support of Commit Lifecycle
Management
Lifecycle
Management
operations
Marketing & Offer Management
Strategy & Commit

Infrastructure Lifecycle

Management Service Development & Management

Product Lifecycle

Management
Resource Development & Management
(Application, Computing and Network)

SIP also has functional

groupings, aligned with those
in OPS Supply Chain Development & Management
 The SIP area
Strategy, Infrastructure & Product
Strategy & Commit Infrastructure Lifecycle Product Lifecycle
Management Management
Marketing & Offer Management
Product & Offer Product & Offer Marketing Product Marketing
Market
Business Portfolio Capability Development Communications
Strategy &
Planning & Capability Delivery & Retirement & Promotion
Policy
Commitment Delivery

Product, Marketing
Product & Offer CRM Sales & Channel & Customer
Portfolio Strategy, Capability Development Performance
Policy & Planning Delivery
Assessment

Service Development & Management

Service Service Service & Service Service
Strategy & Planning & Operations Development & Performance
Policy Commitment Capability Retirement Assessment
Delivery

Resource Development & Management

Resource & Resource & Resource & Resource
Resource Performance
Technology Technology Operations
Development Assessment
Strategy & Policy Plan & Commitment Capability
Delivery

Supply Chain Development & Management

Supply Chain Supply Chain Supply Chain Supply Chain

Supply Chain Development
Planning Capability Performance
Strategy & Policy & Change
& Commitment Availability Assessment
Management
 The Enterprise Management Hierarchy
Enterprise
Management

Strategic & Financial & Brand Human Stakeholder & Research & Enterprise Disaster
Enterprise Asset Management, Resources External Development, Quality Recovery,
Planning Management Market Management Relations Technology Management, Security &
Research & Management Acquisition Process & IT Fraud
Advertising Planning & Management
Architecture

Strategic & Financial Brand HR Policies & PR & Community Research & Process Disaster
Business Planning Management Management Practices Relations Development Architecture Recovery &
Management Management & Contingency
Support Planning

Business Procurement Market Research Workforce Strategy Shareholder Technology Information Security
Development Management & Analysis Relations Acquisition Systems Strategy Management
Management & Planning

Enterprise Real Estate Advertising Workforce Regulatory Enterprise Quality Fraud

Architecture Management Development Management Management Management
Planning

Group Enterprise Employee & Labor Legal Management Knowledge

Management Relations Management
Management
 Level 1 Horizontal Grouping
eTOM - The Level 2 Processes
External Entity
Level 1 Vertical Grouping Level 2 Process Element

Customer
Strategy, Infrastructure and Product Operations
Strategy & Commit Infrastructure Lifecycle Mgmt Product Lifecycle Mgmt Operations Support & Readiness Fulfillment Assurance Billing
Customer Interface Management
Marketing and Offer Management Customer Relationship Management
Marketing Product & Product & Product Marketing CRM Operations CRM
Marketing Selling
Strategy & Offer Offer Development Communications Support & Process Operations
Capability Customer Billing &
Policy Business Portfolio & Retirement & Promotion Management Readiness Problem
Delivery Collections
Planning & Capability Marketing QoS / SLA
Order Handling Management
Commitment Delivery Fulfillment Management
Product, Marketing Handling
Product & Offer CRM Sales & Sales & Response
& Customer Channel
Portfolio Strategy, Capability Channel
Performance Management
Policy & Planning Delivery Development Retention and Loyalty
Assessment

Service Development & Management Service Management & Operations

Service & Service Service Service Quality Service &
Service Service Service Service SM&O Support & Service
Operations Management & Problem Analysis, Action Specific Instance
Strategy & Planning & Development & Performance Process Configuration
Capability Operations Management & Reporting Rating
Policy Commitment Retirement Assessment Management & Activation
Delivery Readiness

Resource Development & Management Resource Management & Operations

Resource & Resource & Resource Resource Provisioning Resource Resource Data
Resource & Resource RM&O Support & Resource
Technology Operations Resource Management & & Allocation Problem Collection, Analysis
Technology Performance Process Restoration
Plan & Capability Development Operations to Service Instance Management & Control
Strategy & Policy Assessment Management
Commitment Delivery Readiness

Supply Chain Development & Management Supplier/Partner Relationship Management

S/P S/P Purchase S/P Problem S/P S/P Settlements
Supply Chain Supply Chain S/P Relationship
Supply Chain Supply Chain S/PRM Operations Buying Order Reporting & Performance & Billing
Supply Chain Development Management
Planning Capability Performance Support & Process Management Management Management Management
Strategy & Policy & Change Operations
& Commitment Availability Assessment Management
Management Readiness
Supplier/Partner Interface Management

Enterprise Management

Strategic & Enterprise Planning Brand Management, Market Research & Advertising Enterprise Quality Mgmt, Process & IT Planning & Arch. Research & Development & Technology
Strategic &
Business
Enterprise Group Brand Market
Advertising
Enterprise Process Arch.
Management
Info Systems
Strategy & Knowledge Research & Technology Acquisition
Business Architecture Enterprise Management Research & Quality
Planning Development Management Analysis & Support Planning Management Development Acquisition
Planning Management

Financial & Asset Management Stakeholder & External Relations Management Human Resources Management Disaster Recovery, Security & Fraud Management
PR & Comm. Shareholder Employe Disaster Recovery
Financial Real Estate Procurement Regulatory Legal HR Policies Workforce Workforce & Contingency Security Fraud
Relations Relations e& Labor
Management Management Management Management Management & Practices Strategy Development Planning Management Management
Management Management Relations
 Ongoing work on eTOM

Lower-level Process Decompositions

Internal process flows within, e.g. each
Level 2 process
Through flows showing E2E behavior (e.g.
Fulfillment)
A methodology to support continuing work
 Methodology
To develop Level 3 processes starting from
agreed level 2 processes
To obtain a Library of Examples of End-To-
End Process Flows, obtained by utilizing
process components (at level 2, 3, 4, )
contained in the eTOM Business Process
Framework. These flows could be
Completely composed of Level 2 processes
Completely composed of Level 3 processes
Composed of a mixture of Level 2 and Level 3
processes
Builds on existing published eTOM Business
Process Framework (GB921 v3.0)
 Fulfillment: An Example
Customer
Strategy, Infrastructure and Product Operations
Strategy & Infrastructure Product Operations Support Fulfillment Assurance Billing
Commit Lifecycle Mgmt Lifecycle Mgmt & Readiness

Marketing and Offer Management Customer Relationship Management

Service Development & Management Service Management & Operations

Resource Development & Management Resource Management & Operations

Supply Chain Development & Management Supplier/Partner Relationship Management

Enterprise Management
Strategic & Enterprise Planning Brand Management, Market Enterprise Quality Mgmt, Process Research & Development
Research & Advertising & IT Planning & Architecture & Technology Acquisistion

Financial & Asset Stakeholder & External Human Resource s Disaster Recovery , Security
Management Relations Management Management & Fraud Management
 General Process Interactions
Customer
Strategy, Infrastructure and Product Operations

Strategy & Commit Infrastructure Lifecycle Mgmt Product Lifecycle Mgmt Operations Support & Readiness Fulfillment Assurance Billing

Marketing and Offer Management Customer Interface Management

Customer Relationship Management
Product & Offer Product & Offer Product Marketing CRM Operations CRM
Marketing Business Marketing Selling
Strategy & Portfolio Capability Development Communications Support & Process Operations
Planning & Capability & Retirement & Promotion Management Readiness Customer Billing&
Policy Commitment Delivery Problem
Delivery Marketing QoS / SLA Collections
Order Handling Management Management
Fulfillment Handling
Product, Marketing Sales & Response
Product & Offer CRM Sales &
& Customer Channel
Portfolio Strategy, Capability Channel
Policy & Planning Performance Management
Delivery Development Retention and Loyalty
Assessment

Service Development & Management Service Management & Operations

Service & Service Service ServiceQuality Service&
Service Service Service Service SM&O Support & Service
Operations Management & Problem Analysis, Action Specific Instance
Strategy & Planning & Development & Performance Process Configuration
Capability Operations Management & Reporting Rating
Policy Commitment Retirement Assessment Management & Activation
Delivery Readiness

Resource Development & Management Resource Management & Operations

Resource & Resource & Resource Resource Provisioning Resource Resource Data
Resource & Resource RM&O Support & Resource
Technology Operations Resource Management & & Allocation Problem Collection, Analysis
Technology Performance Process Restoration
Plan & Capability Development Operations to Service Instance Management & Control
Strategy & Policy Assessment Management
Commitment Delivery Readiness

Supply Chain Development & Management Supplier/Partner Relationship Management

S/P S/P Purchase S/P Problem S/P S/P Settlements
Supply Chain Supply Chain S/PRM Operations S/P Relationship Order Reporting &
Supply Chain Supply Chain Buying Performance & Billing
Supply Chain Development Performance Support & Management Management Management
Planning Capability Management Management
Strategy & Policy & Change Assessment Process Operations
& Commitment Availability Readiness
Management Management
Supplier/PartnerInterface Management

Enterprise Management ? Info &Comm ? ?Work

WorkTask
Task
System Support ? Assignment
Assignment? ?
Strategic & Enterprise Planning Brand Management, Market Research & Advertising Enterprise Quality Mgmt, Process & IT Planning & Architecture Research & Development & Technology
Strategic& Enterprise Group Brand Market Enterprise
Process Information Acquisistion
Business Business Architecture Enterprise Research & Advertising Architecture Systems Knowledge Research& Technology
Management Quality
Planning Development Planning Management Analysis Management Strategy & Management Development Acquisition
Management
& Support Planning

Financial & Asset Management Stakeholder & External Relations Management Human Resource s Management Disaster Recovery , Security & Fraud Management
PR & Community Disaster
Shareholder Employee
Financial Real Estate Procurement Regulatory Legal HR Policies Workforce Workforce Recovery& Security Fraud
Relations Relations & Labour
Management Management Management Management Management & Practices Strategy Development Contingency Management Management
Management Management Relations
Planning
Level 2 Process Interactions
 Level 2 Process Flows (1)
Customer Customer
Customer Places Order
Contacts
Retailer

Cus tomer Interface Management Customer Interface Customer Interface

Management Management
Customer
Relationship
Retrieve Update Customer
Management
Sales enquiry Customer Contact History
r outed to Selling Profile Customer
group places order
Retention &
Offer Sales
Loyalty
Customer Pr oposal
Mar keting
Solution offer to
Fulf illment
Alternatives Customer Pr eOrder
Response
to Order
Or der Handling Selling
Handling Cus tomer Orde
Selling
Pre Order result
Des ign&Technology
Selection Request
Service
Management
& Operations Service Configuration &
Activation

Resource
Resource Confirm Resource
Management Optional Reservation Reservation
& Operations
Flow Request

Res ource Provisioning

& Allocation to Sv

Check External
Supplier Solution
Supplier/
Partner Supplier/Partner
Relationship Buying
Management

Enterprise
Management
 Level 2 Process Flows (2)
er Interface Customer Interface
ement Management

Request
Detailed Customer
Customer Confirmation Accepts
places order by Engineering Design

Or der Handling Or der H

Or der Handling
g
Cus tomer Order to Order Handling

Design & Implement Design

Technology
Selection Request Detail Design
Ser vice Configuration & Activation Service Service
Detailed Design
Configuration & Configu
Detailed Design Activation Activati

Request Resource Confirm Resource Confirm Inte

Ex ternal A v ailability Resource Activation Resource Wo
Supplier Request A v ailability Request Activation Ord
Selection
Res ource Provisioning
& Allocation to Sv Resource
Pr ovisioning & Resour
Allocation to Sv Pr ovisio
Allocatio

Or der from External Supplier

Supplier/Partner Supplier/Partner
Buying Purchase Order
Management
 Level 2 Process Flows (3)

Service
Details for
Billing
r
Billing &
Collections
Management

Or der Handling
Or der Handling Or der Handling

Customer
Service Details
QoS/SLA
for Assurance
Management
sign Internal End- to-End
Work Service Test
Order Completed
Service Service Configuration & Service
Configuration & Activation Configuration &
Activation Activation

Internal Internal
e Work Resource
n Order Pr ovisioning
Completed

Resource Resource
Ex ternal Resource
Pr ovisioning & Pr ovisioning &
Pr ovisioning
Allocation to Sv Allocation to Sv
Completed

Supplier/Partner
Purchase Order
Management
Level 3 Decomposed Process Flows (1)
Level 3 Decomposed Process Flows (2)
 Process Decompositions Level
Se llin g
2

Pro sp e ct C u sto m e r Sa le s Ne g o tia tio n C u sto m e r D a ta C ro ss / Up Se llin g

M anagement Q u a lifica tio n a n d
Ed u ca tio n
Acq u isitio n 3

Pro sp e ct Ne e d s Un d e rsta n d So lu tio n C u sto m e r Id e n tity Up & C ro ss Sa le

An a lysis C u sto m e r Ne e d D e te rm in a tio n W ith C a p tu re O p p o rtu n itie s
th e C u sto m e r Id e n tifica

Po te n tia l So lu tio n s Q u a lify C u sto m e r Sa le s Pro p o sa l R e la tio n sh ip Up & C ro ss Sa le

Id e n tifica tio n D e ve lo p m e n t Esta b lish m e n t Pa cka g e s
Ap p lica tio n

Tra ck a n d R e p o rt D e ve lo p So lu tio n So lu tio n D e ta ils C u sto m e r Pro file

Pro sp e ct R e su lt Alte rn a tive s Ne g o tia tio n C a p tu re a n d
R e co rd
4
C u sto m ize Sa le s C lo su re C u sto m e r
So lu tio n s to Pre fe re n ce s
C u sto m e r C a p tu re a n d
R e q u ire m R e co rd

C o n firm So lu tio n
Ava ila b ility

Pro d u ct
D e ve lo p m e n t
In q u iry
 Where Next?
eTOM is prioritising business scenarios to
guide the ongoing work
Lower-level process decompositions are
under development for the selected process
areas
Process flows to map the processes into the
business scenarios are being defined
eTOM is driving the Business View in NGOSS
and linking with other activities, e.g. SID
 Agenda
Introduction The TM Forum
Background The Changing Industry
NGOSS Initiative
Program
Plan
Progress to Date

eTOM - The Business View

Business Process Framework
Ongoing Work

Conclusions
 Conclusions
eTOM includes a Business Process Framework which
shows
process structure (hierarchy)
process decompositions (levels)
process flows (linkages)
process dynamics (behavior)
NGOSS supports a framework aimed at fast, flexible
integration of OSSs & BSSs
eTOM provides the map for the NGOSS Business View
NGOSS also addresses the System View, Implementation View
and Run-Time View over the whole development cycle
TM Forum seeks to develop this work in consultation
and liaison with bodies like ITU-T
 Thank You for Listening

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