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Business Process Framework
Mike Kelly, TMF
eTOM Support Manager
mkelly@tmforum.org
Enrico Ronco
System Integrator
enrico.ronco@tilab.com
Mike Richter
Enterprise Process Architect
michael.richter@team.telstra.com
TeleManagement Forum
February 2002
BUT
eTOM already in use!
Model structure represents huge effort to
harmonize the needs of SPs and others
Basis for building specific business scenarios
SPs need an ebusiness enhanced TOM
framework that is common across the industry
Why an eTOM?
Service Providers are driving for a common eTOM industry framework
that:
Addresses ebusiness opportunities
Broadens TOM to a total enterprise model
Reflects the increased complexity in service provider business
relationships
Evolves processes to support convergence of information and
communications services and technologies
Highlights customer control and self-management
Supports operations processes with strategic and lifecycle processes
Accommodates need for operations support processes
Uses more systematic and accepted process methodologies
Provides the linkage to the NGOSS program, including implementation of
solutions with real products
Order
Handling
Problem
Handling
Customer
QoS
Management
Invoicing
and
Collections
Service
Configuration
Service
Problem
Management
Service
Quality
Management
Rating and
Discounting
Network
Provisioning
Network
Inventory
Management
Network
Maintenance &
Restoration
Network Data
Management
Sales
Customer
Linkage to NGOSS
NGOSS Framework
O rdering 3 U se Case
Thu A pr 05 12 :47:1 9 2001
Use C ase Diag ram
Orde ri ng 3
Pr ocess
Customer
OSS
Gateway
Interface
C ustomer
Manag eme nt
Interfac e
Customer
O r der
M anag er
<<SDM>>
Cu stomerCo ntact
Pr oduct
Fulfi ll ment
Manag er
<<SDM >>
ProductR eq uest
<<SDM>>
ProductCatal og
*
<<SDM>>
Customer
<<S DM >>
InvoiceIn q ui ry
**
<<S DM>>
Pr oductService
<<S DM >>
Cr edi tV iol ation
NGOSS
Knowledge
Base
Customer
Qu alif y
Cu stomer
Customer
Rela tions hip
Management
Pr e-Or der
Feas ib ility
Request Made
Update Customer
Contact Rec ord
Inf ormation
Serv ice
Dev elopmen t
and Op'ns
Management
Resource
Infr as'ture
Dev't and
Mngmnt
Supplier/
Part ner
Deter mine
Resource
Av ailability
Pr ovide Availability
Date
No Ac tion
Required
So lu tion
Alt er nativ es
Av aila ble
Customer
Intermediary
Enterprise
Complementor
Supplier
Source: P. Keen and M. McDonald, The eProcess Edge, Osborne/McGraw-Hill, Berkeley, 2000
Customer
Service Provider
Intermediary
Complementary
Provider
Third
Party
Service
Provider
Function or
Process
Supplier
Hardware,
Software,
Solution,
etc.
Vendors
eTOM Framework integrates processes occurring within the Enterprise with those of
Partners and Suppliers
eTOM Framework has an Enterprise Management grouping for the remaining
corporate Service Provider processes
The
eTOM Business Process Framework
V 3.0
Operations
Service
Resource
(Application, Computing and Network)
Supplier/Partner
Suppliers/Partners
Enterprise Management
Shareholders
Employees
Other Stakeholders
Operations
Operations
Support &
Readiness
Fulfillment Assurance
Billing
Infrastructure
Lifecycle
Management
Product
Lifecycle
Management
Strategic
Strategic &
&
Enterprise
Enterprise
Planning
Planning
Financial
Financial &
&
Asset
Asset
Management
Management
Brand
Brand
Management,
Management,
Market
Market
Research
Research
&
& Advertising
Advertising
Stakeholder
Stakeholder &
&
External
External
Relations
Relations
Management
Management
Disaster
Disaster
Recovery,
Recovery,
Security
Security &
&
Fraud
Fraud
Management
Management
Human
Human
Resources
Resources
Management
Management
Research
Research &
&
Development,
Development,
Technology
Technology
Acquisition
Acquisition
Enterprise
Enterprise Quality
Quality
Management,
Management,
Process
Process &
& IT
IT
Planning
Planning &
&
Architecture
Architecture
eTOM Level 0
CEO Level View
Customer
Infrastructure
Lifecycle
Management
Product
Lifecycle
Management
Operations
Operations
Support &
Readiness
Fulfillment Assurance
Enterprise
Management
Strategic &
Enterprise
Planning
Brand Management,
Market Research &
Advertising
Human Resources
Management
Billing
Disaster Recovery,
Security & Fraud
Management
Enterprise Quality
Management, Process & IT
Planning & Architecture
Resource Management
detail and integration for Network/Application/Computing
links with EML debate and SID work
End2End Flows
Service Assurance, Fulfillment, Billing
GB921A in member review processNext levels of detail for selected areas per above
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