BUSINESS PROCESS FRAMEWORK (eTOM)
Frameworx Release 16.5
STRATEGY & COMMIT
MARKET STRATEGY & POLICY
• Gather & Analyze Market Information • Establish Market Strategy
• Establish Market Segments • Link Market Segments & Products
• Gain Commitment to Marketing Strategy
MARKET / SALES
SALES STRATEGY & PLANNING
• Develop Sales Relationship
• Establish Sales Goals and Measures
• Establish Revenue Coverage Plan
SALES FORECASTING
• Set Sales Forecast Goal
• Develop Sales Forecast
• Evaluate Sales Forecast Outcomes
BRAND MANAGEMENT**
PRODUCT & OFFER PORTFOLIO PLANNING
• Gather & Analyze Product Information
• Establish Product Portfolio Strategy
PRODUCT
• Produce Product Portfolio Business Plans
• Gain Commitment to Product Business Plans
CUSTOMER EXPERIENCE MANAGEMENT STRATEGY AND PLANNING**
CUSTOMER
SERVICE STRATEGY & PLANNING
• Gather & Analyze Service Information
• Manage Service Research
• Establish Service Strategy & Goals
SERVICE
• Define Service Support Strategies
• Produce Service Business Plans
• Develop Service Partnership Requirements
• Gain Enterprise Commitment to Service Strategies
RESOURCE STRATEGY & PLANNING
• Gather & Analyze Resource Information
• Manage Resource Research
• Establish Resource Strategy & Architecture
• Define Resource Support Strategies
RESOURCE
• Produce Resource Business Plans
• Develop Resource Partnership Requirements
• Gain Enterprise Commitment to Resource Plans
PARTY STRATEGY & PLANNING**
ENGAGED PARTY
STRATEGIC & ENTERPRISE PLANNING
ENTERPRISE
• Strategic Business Planning
• Business Development
• Enterprise Architecture Management
• Group Enterprise Management
• ITIL Release and Deployment Management
• ITIL Change Management
CATALOGING
PATTERNS
COMMON
PROCESS
• Develop Catalog Specification
• Develop Catalog
• Exchange Catalog
Some details have been omitted due to space constraints. See complete Frameworx information under “Standards & Adoption” at www.tmforum.org. A pdf version is also available on the website. Poster design © NetCracker® and TM Forum 2017. File updated: February 3, 2017
020317_eTOM.Poster.v16.5.indd 1
*PRELIMINARY **NOT FULLY DEVELOPED
STRATEGY, INFRASTRUCTURE & PRODUCT OPERATIONS
INFRASTRUCTURE LIFECYCLE MANAGEMENT PRODUCT LIFECYCLE MANAGEMENT OPERATIONS SUPPORT & READINESS FULFILLMENT ASSURANCE BILLING & REVENUE MANAGEMENT
MARKET RESEARCH** SALES DEVELOPMENT MARKET SALES SUPPORT & READINESS SELLING MARKET PERFORMANCE MANAGEMENT** BILL INVOICE MANAGEMENT
• Monitor Sales & Channel Best Practice • Support Selling • Qualify Opportunity • Develop Sales Proposal • Apply Pricing, Discounting, Adjustments & Rebates
• Develop Sales & Channel Proposals • Manage Sales Inventory • Negotiate Sales/Contract • Manage Sales Accounts SALES PERFORMANCE MANAGEMENT • Create Customer Bill Invoice
• Develop New Sales Channels & Processes • Cross/Up Selling • Acquire Customer Data • Set Sales Performance Goals • Report On Sales Performance • Produce & Distribute Bill
SALES CHANNEL MANAGEMENT** • Track/Monitor Sales Performance • Improve Sales Performance
ADVERTISING** CONTACT/LEAD/PROSPECT MANAGEMENT • Analyze Sales Performance BILL PAYMENTS & RECEIVABLES MANAGEMENT
• Establish Sales Budget • Manage Contact • Manage Customer Billing
• Develop Sales Channel Strategy MARKETING CAMPAIGN MANAGEMENT • Track Lead • Manage Customer Payments
• Plan Marketing Campaign • Launch Marketing Campaign • End Marketing Campaign • Manage Prospect • Manage Customer Debt Collection
• Ensure Marketing Campaign Capability • Monitor Marketing Campaign Effectiveness • Undertake Marketing Campaigns Trend Analysis PRODUCT PERFORMANCE MANAGEMENT
• Develop Marketing Campaign • Modify Marketing Campaign • Monitor Product Offerings BILL INQUIRY HANDLING
• Gather Forecast Data • Monitoring Product Offering Performance Analyses • Create Customer Bill Inquiry Report
• Distribute Sales Forecast • Aggregate QoS Performance Analysis • Assess Customer Bill Inquiry Report
MARKETING COMMUNICATIONS • Assist Trend Analysis Development • Authorize Customer Bill Invoice Adjustment
• Archive Marketing Communication
• Define Marketing Communications Strategy • Develop Marketing Communication • Monitor Marketing Communication Effectiveness • Log Product Offering Analysis Results • Track & Manage Customer Bill Inquiry Resolution
• Undertake Marketing Communications Trend Analysis
• Ensure Marketing Communication Capability • Deliver Marketing Communication Collateral • Modify Marketing Communication • Agree Service Outages • Report Customer Bill Inquiry
• Track Customer QoS/SLA Management Process Capability • Close Customer Bill Inquiry Report
PRODUCT CONFIGURATION MANAGEMENT** • Manage Customer QoS/SLA Management Notification
• Undertake QoS/SLA Performance Trend Analysis MANAGE BILLING EVENTS
• Enrich Billing Events
PRODUCT & OFFER CAPABILITY DELIVERY PRODUCT SPECIFICATION & OFFERING DEVELOPMENT & RETIREMENT PRODUCT SUPPORT & READINESS • Guide Billing Events
• Define Product Capability Requirements • Product Specification Development & Retirement • Support Customer QoS/SLA • Mediate Billing Events
• Capture Product Capability Shortfalls • Product Offering Development & Retirement • Manage Product Offering Inventory • Report Billing Event Records
• Approve Product Business Case ORDER HANDLING PROBLEM HANDLING CUSTOMER QoS/SLA MANAGEMENT
• Deliver Product Capability CHARGING
• Determine Customer Order Feasibility • Isolate Customer Problem • Assess Customer QoS/SLA • Perform Rating
• Manage Handover to Product Operations • Authorize Credit • Report Customer Problem Performance
• Manage Product Capability Delivery Methodology • Apply Rate Level Discounts
• Track & Manage Customer Order Handling • Track & Manage Customer Problem • Manage QoS/SLA Violation • Aggregate Items For Charging
PRODUCT CAPACITY MANAGEMENT • Complete Customer Order • Close Customer Problem Report • Report Customer QoS Performance • Manage Customer Charging Hierarchy
• Develop Product Capacity • Issue Customer Orders • Create Customer Problem Report • Create Customer QoS • Provide Advice of Charge/Rate
• Develop Product Capacity Demand • Report Customer Order Handling • Correct & Recover Customer Performance Degradation Report
• Close Customer Order Problem • Track & Manage Customer QoS MANAGE BALANCES
Performance Resolution • Manage Balance Containers
• Close Customer QoS Performance • Manage Balance Policies
CUSTOMER SUPPORT & READINESS Degradation Report • Manage Balance Operations
• Support Customer Interface Management • Authorize Transaction Based on Balance
• Support Order Handling
CUSTOMER MANAGEMENT
• Support Problem Handling
• Enable Retention & Loyalty • Establish Customer Relationship • Re-establish Customer Relationship • Terminate Customer Relationship
• Support Retention & Loyalty
• Manage Customer Inventory
CUSTOMER INTERACTION MANAGEMENT
• Support Bill Invoice Management • Create Customer Interaction • Close Customer Interaction • Notify Customer • Report Customer interaction
• Support Bill Payments & Receivables Management • Update Customer Interaction • Log Customer Interaction • Track and Manage Customer Interaction • Authenticate User
• Support Bill Inquiry Handling
• Support Charging
• Support Manage Billing Events CUSTOMER INTERFACE MANAGEMENT
• Support Manage Balance • Customer Information Management • Update Customer Data • Archive Customer Data
• Create Customer Record • Notify Customer Data Change • Build a unified customer view
CUSTOMER EXPERIENCE MANAGEMENT
• Customer Experience Maturity Assessment
• Mapping and Analysis of Experience Lifecycles
SERVICE CAPABILITY DELIVERY SERVICE DEVELOPMENT & RETIREMENT SM&O SUPPORT & READINESS SERVICE CONFIGURATION & ACTIVATION SERVICE PROBLEM MANAGEMENT SERVICE QUALITY MANAGEMENT SERVICE GUIDING & MEDIATION
• Map & Analyze Service Requirements • Gather & Analyze New Service Ideas • Manage Service Inventory • Design Solution • Test Service End-to-End • Create Service Trouble Report • Monitor Service Quality • Mediate Service Usage Records
• Capture Service Capability Shortfalls • Assess Performance of Existing Services • Enable Service Configuration & Activation • Allocate Specific Service • Issue Service Orders • Diagnose Service Problem • Analyze Service Quality • Report Service Usage Records
• Gain Service Capability Investment Approval • Develop New Service Business Proposal • Support Service Problem Management Parameters to Services • Report Service Provisioning • Correct & Resolve Service Problem • Improve Service Quality • Guide Resource Usage Records
• Design Service Capabilities • Develop Detailed Service Specifications • Enable Service Quality Management • Track & Manage Service • Close Service Order • Track & Manage Service Problem • Report Service Quality Performance
• Enable Service Support & Operations • Manage Service Development • Support Service & Specific Instance Rating Provisioning • Recover Service • Report Service Problem • Create Service Performance
• Manage Service Capability Delivery • Manage Service Deployment • Implement Configure & • Close Service Trouble Report Degradation Report
• Manage Handover to Service Operations • Manage Service Exit Activate Service • Survey & Analyze Service Problem • Track & Manage Service
Quality Performance Resolution
• Close Service Performance
Degradation Report
RESOURCE CAPABILITY DELIVERY RESOURCE DEVELOPMENT & RETIREMENT RM&O SUPPORT & READINESS RESOURCE PROVISIONING • Report Resource Provisioning RESOURCE TROUBLE RESOURCE PERFORMANCE RESOURCE MEDIATION & REPORTING
• Map & Analyze Resource Requirements • Gather & Analyze New Resource Ideas • Enable Resource Provisioning • Allocate & Install Resource • Close Resource Order MANAGEMENT MANAGEMENT • Mediate Resource Usage Records
• Capture Resource Capability Shortfalls • Assess Performance of Existing Resources • Enable Resource Performance Management • Configure & Activate Resource • Issue Resource Orders • Survey & Analyze Resource Trouble • Monitor Resource Performance • Report Resource Usage Records
• Gain Resource Capability Investment Approval • Develop New Resource Business Proposal • Support Resource Trouble Management • Test Resource • Recover Resource • Localize Resource Trouble • Analyze Resource Performance
• Design Resource Capabilities • Develop Detailed Resource Specifications • Enable Resource Data Collection & Distribution • Track & Manage Resource • Correct & Resolve Resource Trouble • Control Resource Performance
• Enable Resource Support & Operations • Manage Resource Development • Manage Resource Inventory Provisioning • Track & Manage Resource Trouble • Report Resource Performance
• Manage Resource Capability Delivery • Manage Resource Deployment • Manage Logistics • Report Resource Trouble • Create Resource Performance
• Manage Handover to Resource Operations • Manage Resource Exit • Close Resource Trouble Report Degradation Report
WORKFORCE MANAGEMENT • Create Resource Trouble Report • Track & Manage Resource
• Manage Schedules & Appointments Performance Resolution
• Plan and Forecast Workforce Management • Close Resource Performance
• Administer and Configure Workforce Management Degradation Report
• Report Workforce Management
• Manage Work Order Lifecycle RESOURCE DATA COLLECTION & DISTRIBUTION
• Collect Management and Security Information & Data • Distribute Management and Security Information & Data • Audit Management and Security Data Collection & Distribution
• Process Management and Security Information & Data
PARTY TENDER MANAGEMENT PARTY OFFERING DEVELOPMENT & RETIREMENT PARTY SUPPORT & READINESS PARTY ORDER HANDLING PARTY PROBLEM HANDLING PARTY PERFORMANCE PARTY REVENUE MANAGEMENT
• Determine the Sourcing Requirements • On-board Party Product Specification & Offering • Support Party Requisition Management • Select External Party for Party Order • Initiate Party Problem MANAGEMENT • Party Bill/Invoice Management
• Determine Potential Parties • Off-Board Party Offering & Specification • Support Party Problem Reporting & Management • Determine Party Pre-Order Feasibility • Receive Party Problem • Monitor & Control Party • Party Billing Event Management
• Manage the Tender Process • Support Party Performance Management • Track & Manage Party Orders • Track & Manage Party Performance • Party Revenue Sharing and Settlement
• Gain Tender Decision Approval • Support Party Settlements & Payments Management • Receive & Accept Party Order Problem Resolution • Track & Manage Party • Party Payment Management
• Support Party Interface Management • Issue Party Order • Report Party Problem Resolution Performance Resolution • Party Charging
• Manage Party Inventory • Report Party Orders • Close Party Problem • Report Party Performance • Party Account Balance Management
• Close Party Order • Close Party Performance • Party Bill Inquiry Handling
PARTY PRIVACY MANAGEMENT Degradation Report
• Party Privacy Management Definition • Initiate Party Performance
• Party Privacy Profile Type Development Degradation Report
• Party Privacy Profile Management
• Party Privacy Profile Agreement
PARTY INTERACTION MANAGEMENT
• Log Party Interaction • Track and Manage Party Interaction • Analyze & Report Party Interactions
PARTY AGREEMENT MANAGEMENT • Notify Party • Handle Party Interaction (Including Self Service) • Mediate & Orchestrate Party Interactions
• Prepare Party Agreement • Manage Party Agreement Commercial Negotiations • Gain Approval for Party Agreement • Manage Party Agreement Variation • Terminate Party Agreement
PARTY RELATIONSHIP DEVELOPMENT & RETIREMENT
• Party Relationship Management • Party Demographic Collection • Party Profiling
FINANCIAL & ASSET MANAGEMENT KNOWLEDGE & RESEARCH STAKEHOLDER & EXTERNAL RELATIONS MANAGEMENT ENTERPRISE RISK MANAGEMENT ENTERPRISE EFFECTIVENESS MANAGEMENT HUMAN RESOURCES MANAGEMENT COMMON ENTERPRISE
MANAGEMENT PROCESSES
• Financial Management • Knowledge Management • Corporate Communications & Image • Regulatory Management • Business Continuity Management • Revenue Assurance Management • Process Management & Support • ITIL Service Asset and Configuration • ITIL Service Level Management • HR Policies & Practices • Data Analytics
• Asset Management • Research Management Management • Legal Management • Security Management • Integrity Management • Enterprise Quality Management Management • ITIL Capacity Management • Organization Development • Maturity Assessment
• Procurement Management • Technology Scanning • Community Relations Management • Board & Shares/Securities Management • Fraud Management • ITIL IT Service Continuity Management • Program & Project Management • ITIL Event Management • ITIL Availability Management • Workforce Strategy
• Shareholder Relations Management • Audit Management • ITIL Information Security Management • Enterprise Performance Assessment • ITIL Service Catalogue Management • ITIL Request Fulfillment • Workforce Development
• Insurance Management • ITIL Problem Management • Facilities Management & Support • ITIL Incident Management • ITIL Continual Service Improvement • Employee & Labor Relations Management
CAPACITY MANAGEMENT
• Define Capacity Time Period • Monitor Capacity
• Specify Available Capacity • Adjust Capacity
• Capture Capacity Demand • Perform Capacity and Capacity
• Consume Available Capacity Demand Trend Analysis
2/3/17 4:18 PM