019 pp7

Information Document 19-E
ITU-T Study Group 2

November 2002
QUESTION:
SOURCE
TITLE:
5 & 6/2
TSB
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
IntroductionTheTMForum
BackgroundTheChangingIndustry
NGOSSInitiative
Program
Plan
Progress to Date
eTOMTheBusinessView
Business Process Framework

Ongoing Work
Conclusions
Agenda
NGOSSInitiative
Program
Plan
Progress to Date
eTOMTheBusinessView

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
Technology
Presentations/
Presentations/
trials
trials
white
papers
white papers Industry
Industry
Catalyst
Catalyst
requirements
requirements
projects
projects
Business
Business cases
cases
Collaborative
Collaborative
R&D
R&D projects
projects
Create,
stimulate,
interpret,
catalogue,
collate,
package,
Product
Product
catalogues
catalogues
Market
Market research
research
Published
Published
reports
reports
Academic/
Academic/
government
government
information
information
Industry
Industry news
news
distribute
knowledge
Industry
Industry
conferences/
conferences/
expos
expos
Seminars/
Seminars/
training
training
programs
programs
Web
Web based
based
services
services
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
Collaborate
Architecture
Create a
collaborative work
environment within
which competitor
can solve problems
of mutual interest
Market Centers
Mobile
Value Chain
New Gen Networks
Market Focus
Draw direction and
requirements in a
market-centric
fashion from key
industry players
Catalyst Showcase
TeleManagement
World
Demonstrate
A Place
to Do Business
Develop proof of
concept solutions to
real industry
problems that can
subsequently be
productised and
sold
Provide the premier

global OSS/BSS
environment within
which members can
conduct business
Communicate
Create a portal
which is a resource
center which the
industry can use as
first port of call for
OSS/BSS info
TMF Central
Website
Agenda
NGOSSInitiative
Program
Plan
Progress to Date
eTOMTheBusinessView

Ongoing Work
Conclusions
Multiple 100 Year Events

Monopolies Open Markets
Circuit IP
Networks
Fixed Mobile
Voice Data
Services are Multiplying

Yesterday
Today
Tomorrow
Personal information services
Entertainment services
Voicemail services
Basic Voice Services
Enhanced voicemail services
Voicemail services
Basic Voice Services
Audio Teleconferencing
Pre-pay services
Network ACD Services
SMS Text Messaging
Web/Internet Access
Basic EMail
Business to business services
Tomorrow
Multimedia
Teleconferencing
Enhanced voicemail services
Basic and Enhanced Voice
Multimedia Content Delivery
Video Streaming Services

Specialized Information Services
eCommerce Applications
Location based services
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
NGOSSInitiative
Program
Plan
Progress to Date
eTOMTheBusinessView

Ongoing Work
Conclusions
So What is NGOSS?
New Generation Operations Systems and Software

Industry-agreed, business solution Framework for next
generation OSS/BSS
Includes tools and guidance for service providers,

suppliers and systems integrators
Driven and managed by TM Forum
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
Enterprise
Management
Business
Processes
NGOSS
NGOSS
TMN
COTS
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 multivendor 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
Business
Process
Analysis
Platform
Systems
Requirements
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
Sy
s
Vi tem
ew
Ordering 3 Use Case

Thu Apr 05 12:47:19 2001
Use Case Diagram
Provider Services
Gateway Services
Ordering 3
Process
Customer
Management
Interface
Contract Interface
Customer
Order
Manager
<<SDM>>
CustomerContact
Product
Fulfillment
Manager
Service
Implementation
<<SDM>>
ProductRequest
<<SDM>>
InvoiceInquiry
*
<<SDM>>
ProductService
<<SDM>>
CreditViolation
Product Management Services
e
Ne
d
Cus tomer
e
at
li d
Va
<<SDM>>
ProductCatalog
*
<<SDM>>
Customer
Customer Management Services
NGOSS
Knowledge
Base
Ru
n
Gateway
Interface
od
el
Cust omer
OSS
a ti
nt
me w
ple ie
Im on V
NGOSS Methodology
Qualify
Cu stomer
Cus tomer
Relations hip
Management
Pr e-Order
Feas ibility
Request Made
Up date Customer
Co ntac t Record
Re c eive Pre-Order
F eas ibility Request
I dentify Solution
A lternativ es
Solution
Alternatives
A vailable
No Action
Required
In f ormation
Service
Dev e lopment
and Op'ns
Management
Res ource
Inf ras 'ture
Dev 't and
Mngmnt
As sess Service
A v ailability
Provide Serv ic e
A v ailability Date
De termine
Resourc e
A v ailability
Pro vide Availability

Date
ess
sin
Bu iew
V
Methodology system of principles and procedures applied to a discipline
Viewpoint focus on particular concerns within a system (IEEE Std 1471-2000)
Ru
nVi Tim
ew e
Supplier/
Partner
NGOSS The Framework

Ar
ti f
ac
ts
Business
System
Implementation
Architecture
Behavior
Information
Business
Flow
System
Execution Script
Process Plan
Business
Trade
TN Contract
Business
Entity
Information
Model
Framework supporting or enclosing structure

Architecture style or method of design and construction
TS Contract
Data
Model
NGOSS eTOM
Ar
ti f
ac
ts
Information
Business
Map - eTOM
Behavior
Business
System
Implementation
Architecture
Business
Flow
System
Execution Script
Process Plan
Business
Trade
TN Contract
Business
Entity
Information
Model
eTOM enhanced Telecom Operations Map
TS Contract
Data
Model
eTOM - Business Map
Reference Map of Idealized Organization

Business Process Model-based Viewpoint
Mechanism for Identifying & Cataloging
External View of Functionality supported by

Business Activities
Business Processes
Actors
Domain Boundaries
Entities
Cornerstone of Business View
eTOM enhanced Telecom Operations Map
NGOSS Business Map

Customer
Strategy, Infrastructure & Product
Strategy &
Commit
Infrastructure
Lifecycle
Management
Product
Lifecycle
Management
Operations
Operations
Support &
Readiness
Fulfillment Assurance
Marketing & Offer Management
Customer Relationship Management
Service Development & Management
Service Management & Operations
Resource Development & Management

(Application, Computing and Network)
Resource Management & Operations

Supply Chain Development & Management
Supplier/Partner Relationship Management
Enterprise
Management
Strategic &
Enterprise
Planning
Brand Management,
Market Research &
Advertising
Financial & Asset

Management
Human Resources
Management
Stakeholder & External

Relations Management
Research &
Development,
Technology
Acquisition
Billing
Disaster Recovery,
Security & Fraud
Management
Enterprise Quality
Management, Process & IT
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
Ar
ti f
ac
ts
Business
System
Implementation
Architecture
Information
Business
Flow
System
Execution Script
Process Plan
Business
Trade
System
Map - SIM
Behavior
TN Contract
TS Contract
Business
Entity
Information
Model
Data
Model
SIM Systems & Information Map
SIM System Map
Reference Map of Idealized IT Environment

System Solution Model-based Viewpoint
Mechanism for Identifying & Cataloging
Internal View of Functionality supported by

Computing Systems
System Processes
Actors
Interface Reference Points
Contracts
Shared Information & Data Models
Cornerstone of System View
Level 1 SIM
e
ris nt
rp e
t e em
En ag
an
M
le
c
cy nt
Management
e
f e
i
Domains
L em Portfolio
P ag
&
SI an
Operations
M
Business
Equipment
Product
Mkt/Sales
sto
Cu
Technology
Workforce
Service
Supplier/
Partner
Customer
er
m
Enterprise
Invoice/
Payment
r
e
tn
r
a
P
/
er Logical
i
l
p
p
Su
Business
Components
NGOSS Behavior & Information

Ar
ti f
ac
ts
Business
System
Implementation
Architecture
Behavior
Information
ss
System
Busine
Behavior&Control
Execution Script
Process Plan
Flow
Business
TN Contract
TS Contract
Trade
SharedInfo&Data(SID)
Business
Information
Data
Modeling Model
Entity
Model
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

Ar
ti f
ac
ts
Business
System
Implementation
Architecture
Information
Business
Flow
System
Execution Script
Process Plan
Business
Trade
TN Contract
Business
Entity
Information
Model
TMW
Catalyst Projects
Behavior
TS Contract
Data
Model
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
Ar
ti f
ac
ts
Business
System
Implementation
Architecture
Behavior
Information
Business
Flow
System
Execution Script
Process Plan
Business
Trade
Compliance
Contract
TN
Business
Entity
Information
Model
Compliance TS Contract
Program
Data
Model
NGOSS Compliance
NGOSScompliancebasedonauditing
forCatalystsin2001
NGOSSComplianceSteeringgroup
establishedtocreateindustrywide
VV&Tprogram
Buildingonwhatwaslearnedauditingcatalysts,but
movingtowardsatestingapproachwhereappropriate
AimingtocovertheentireNGOSSLandscape,butina
phasedmanner
PilotDemosatTMWin2002
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
SID v1 in member review
Technology Neutral Architecture
complete
TSA Application Notes available for
review (CORBA, J2EE, XML/SOAP/UDDI,
J2SE, JINI)
NGOSS Catalysts demonstrating NGOSS
solutions
NGOSS Compliance v1 in member
review
Industry Compliance
Business
Process
Analysis
Platform
Systems
Requirements
Analysis
&
& Design
Architecture
Shared Information & Data Model

Methodology for using NGOSS
RFPs for NGOSS solutions
NGOSS Roadmap Summary

Release 1
Available Q4/2001
NGOSS-Wide Activities
Process Automation
Activities
Information Modeling
Activities
Systems Framework
Activities
Release 2
Available Q2/2002
Future Releases
NGOSS Business Case
Company specific NGOSS

Business Case
NGOSS Requirements
NGOSS Partner Program
NGOSS Powered Criteria for Catalysts
Industry-wide NGOSS Powered

Compliance Program Pilot
Industry-wide NGOSS Powered

Compliance Program Full
Implementation
Completed eTOM
eTOM The Business Process

Framework
eTOM - Scenarios for Test Cases
NGOSS Development and Integration

Methodology
Initial Repository structure for

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

Knowledge Base
Systems Integration Map: Concepts

and Principles
NGOSS Meta Model
Systems Integration Map: Component

Description
NGOSS Information Models and

Data Models
NGOSS Architecture Overview

NGOSS Technology Neutral
Architecture
Technology Neutral Contract

Specification
Technology Neutral models for

Framework Services,
Infrastructure etc.
NGOSS Technology-Specific
Application Notes
Technology-Specific Mappings of
Contract Specification
Further Technology Specific

Application Notes
Whos Backing NGOSS?
Conclusions
NGOSS Is!
st
AA21
21stcentury
centuryumbrella
umbrellaapproach
approach
to
tobuilding
buildingand
anddeploying
deployingOSS
OSS
Adoption
Adoptionof
ofindustry
industrystandard
standard
approaches
approachesand
andtuning
tuningthem
themfor
for
OSS
OSS
Cardinal
Cardinalpoints
pointsof
ofagreement
agreement
AApractical
practicalprogram
program--delivering
delivering
practical
practicaltools,
tools,support
supportand
andcode
codeto
to
aid
aiddevelopment
developmentnot
notjust
justpaper
paper
specs
specs
Evolutionary
Evolutionary
NGOSS Is Not!
AATMF
TMFspecific
specificapproach
approach
AAspecial
specialapproach
approachfor
forthe
the
communications
communicationsindustry
industry
Prescriptive
Prescriptive
Revolutionary
Revolutionary
NGOSS - Benefits for Everyone

..for
..for Service
Service Providers:
Providers:
Get
Get to
to market
market faster
faster and
and keep
keep ahead
ahead =
= profit
profit
..for
..for Systems
Systems Integrators:
Integrators:
Add
Add business
business value,
value, not
not overheads
overheads =
= profit
profit
for
for Equipment
Equipment Manufacturers
Manufacturers and
and ISVs:
ISVs:
Open
Open up
up the
the OSS
OSS products
products market
market =
= profit
profit
Agenda
NGOSSInitiative
Program
Plan
Progress to Date
eTOMTheBusinessView

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


Supply Chain Development and Management
Enterprise
Management
Strategic &
Enterprise
Planning
Brand Management, Stakeholder & External

Market Research &
Advertising
Financial & Asset Human Resources

Management
Management
Research &
Development,
Technology
Acquisition
Disaster Recovery,
Security & Fraud
Management
Enterprise Quality
Customer
Customer Interface Management Processes
Business
Management
Service
Management
Sales
Order
Handling
Problem
Handling
Customer
QoS
Management
Invoicing
and
Collections
Customer Care Processes
Service
Planning and
Development
Service
Configuration
Service
Problem
Management
Service
Quality
Management
Rating and
Discounting
Service Development and Operations Processes
Network Management
Network
Planning and
Development
Element Management
Network
Provisioning
Network
Inventory
Management
Network
Maintenance &
Restoration
Network Data
Management
Network and Systems Management Processes

Network Element Management Processes
Information Systems Management Processes
TMN Layers
correspond with TOM
horizontals
Physical Resource and Information Technology
TOM processes are

captured in FAB area
of eTOM Operations
Strategy &
Commit
Infrastructure
Lifecycle
Management
Product
Lifecycle
Management
Qualify
Customer
Customer
Relationship
Management
Customer
Customer
Operations
Operations
Support &
Readiness
Pr e-Order
Feasibility
Request Made
Update Customer
Contact Record
Rec eive Pre-Order

Feas ibility Request
Billing
Identify Solution
Alternatives
eTOM maps the

NGOSS Business
View


Inf ormation
Enterprise
Management
Strategic &
Enterprise
Planning
Brand Management,
Market Research &
Advertising
Financial & Asset

Management
Human Resources
Management

Research &
Development,
Technology
Acquisition
Disaster Recovery,
Security & Fraud
Management
Enterprise Quality
Service
Dev elopment
and Op'ns
Management
Resource
Infras'ture
Dev't and
Mngmnt
Supplier/
Partner
Assess Service
A v ailability
Pr ovide Service
A v ailability Date
Determine
Resource
A v ailability
Pr ovide Availability
Date
No Action
Required
Solution
Alternatives
A vailable
The Operations area

Operations
FAB remains the core of the

Operations area
Operations
Support &
Readiness
Operations Support & Readiness is

separated from FAB
OPS also supports functional
process groupings shown as
horizontal layers

Billing
The Operations area

Operations
Operations Support
& Readiness
Customer Relationship
Management
CRM Operations
Support & Process
Management
CRM
Operations
Readiness
Sales &
Channel
Management
Fulfillment
Assurance
Billing
Customer Interface Management

Selling
Marketing
Fulfillment
Response
Order
Handling
Problem
Handling
Customer
QoS / SLA
Management
Billing &
Collections
Management
Retention & Loyalty

SM&O Support &
Process
Management
Service
Management &
Operations
Readiness
Service
Configuration
& Activation

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

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

lifecycle management processes in
support of operations
Strategy & Commit
Infrastructure Lifecycle
Management
Product Lifecycle Management

Strategy &
Commit
Infrastructure
Lifecycle
Management
Product
Lifecycle
Management
SIP also has functional groupings,

aligned with those in OPS
The SIP area

Strategy & Commit
Infrastructure Lifecycle
Management
Product Lifecycle
Management

Market
Strategy &
Policy
Product & Offer

Business
Planning &
Commitment
Product & Offer

Portfolio Strategy,
Policy & Planning
Product & Offer

Portfolio
Capability
Delivery
Marketing
Capability
Delivery
CRM
Capability
Delivery
Product
Development
& Retirement
Marketing
Communications
& Promotion
Sales & Channel

Development
Product, Marketing
& Customer
Performance
Assessment
Service
Development &
Retirement
Service
Performance
Assessment
Resource
Development
Resource
Performance
Assessment
Supply Chain
Development
& Change
Management
Supply Chain
Performance
Assessment

Service
Strategy &
Policy
Service
Planning &
Commitment
Service &
Operations
Capability
Delivery

Resource &
Resource &
Technology
Technology
Strategy & Policy Plan & Commitment
Resource &
Operations
Capability
Delivery

Supply Chain
Strategy & Policy
Supply Chain
Planning
& Commitment
Supply Chain
Capability
Availability
The Enterprise Management Hierarchy

Enterprise
Management
Strategic &
Enterprise
Planning
Financial &
Asset
Management
Brand
Management,
Market
Research &
Advertising
Human
Resources
Management
Stakeholder &
External
Relations
Management
Research &
Development,
Technology
Acquisition
Enterprise
Quality
Management,
Process & IT
Planning &
Architecture
Disaster
Recovery,
Security &
Fraud
Management
Strategic &
Business Planning
Financial
Management
Brand
Management
HR Policies &
Practices
PR & Community
Relations
Management
Research &
Development
Process
Architecture
Management &
Support
Disaster
Recovery &
Contingency
Planning
Business
Development
Procurement
Management
Market Research
& Analysis
Workforce Strategy
Shareholder
Relations
Management
Technology
Acquisition
Information
Systems Strategy
& Planning
Security
Management
Enterprise
Architecture
Planning
Real Estate
Management
Advertising
Workforce
Development
Regulatory
Management
Enterprise Quality
Management
Fraud
Management
Employee & Labor

Relations
Management
Legal Management
Knowledge
Management
Group Enterprise
Management
eTOM - The Level 2 Processes

Level 1 Horizontal Grouping
External Entity
Level 2 Process
Element
Level 1 Vertical Grouping
Customer
Operations
Strategy, Infrastructure and Product
Strategy & Commit
Infrastructure Lifecycle Mgmt
Product Lifecycle Mgmt
Marketing and Offer Management

Product &
Offer
Business
Planning &
Commitment
Product & Offer
Portfolio
Strategy,
Policy & Planning
Marketing
Strategy &
Policy
Product &
Offer
Portfolio
Capability
Delivery
Service
Planning &
Commitment
Product
Development
& Retirement
Sales &
Channel
Development
CRM
Capability
Delivery
Marketing
Communications
& Promotion
Resource &
Technology
Plan &
Commitment
Supply Chain
Planning
& Commitment
Assurance
CRM
Operations
Readiness
Billing
Selling
Marketing
Fulfillment
Response
Sales &
Channel
Management
Customer
QoS / SLA
Management
Problem
Handling
Order
Handling
Billing &
Collections
Management
Retention and Loyalty
Service &
Operations
Capability
Delivery
Service
Development &
Retirement
Service
Performance
Assessment
Resource
Development
Resource
Performance
Assessment
Service
Management &
Operations
Readiness
SM&O Support &

Process
Management
Service
Configuration
& Activation
Service
Problem
Management
Service Quality
Analysis, Action
& Reporting
Service &
Specific Instance
Rating
Resource
Problem
Management
Resource
Restoration
Resource Data
Collection, Analysis
& Control
S/P
Performance
Management
S/P Settlements
& Billing
Management
Resource &
Operations
Capability
Delivery
& Allocation
to Service Instance

Supply Chain
Development
& Change
Management
Supply Chain
Capability
Availability
Resource
Management &
Operations
Readiness
RM&O Support &

Process
Management

Supply Chain
Strategy & Policy
CRM Operations
Support & Process
Management
Product, Marketing
& Customer
Performance
Assessment

Resource &
Technology
Strategy & Policy
Fulfillment

Marketing
Capability
Delivery

Service
Strategy &
Policy
Operations Support & Readiness
Supply Chain
Performance
Assessment
S/PRM Operations
Support & Process
Management
S/P Purchase
Order
Management
S/P
Buying
S/P Relationship
Management
Operations
Readiness
S/P Problem
Reporting &
Management
Supplier/Partner Interface Management
Enterprise Management
Brand Management, Market Research & Advertising Enterprise Quality Mgmt, Process & IT Planning & Arch.
Strategic & Enterprise Planning

Strategic &
Business
Planning
Business
Development
Enterprise
Architecture
Planning
Financial & Asset Management

Financial
Management
Real Estate
Management
Procurement
Management
Group
Enterprise
Management
Brand
Management
Market
Research &
Analysis
Advertising
Stakeholder & External Relations Management

PR & Comm.
Relations
Management
Shareholder
Relations
Management
Regulatory
Management
Legal
Management
Enterprise
Quality
Management
Process Arch.
Management
& Support
Info Systems
Strategy &
Planning
Knowledge
Management
Human Resources Management

HR Policies
& Practices
Workforce
Strategy
Workforce
Development
Research & Development & Technology

Acquisition
Technology
Research &
Development
Acquisition
Disaster Recovery, Security & Fraud Management

Employe
e& Labor
Relations
Disaster Recovery
& Contingency
Planning
Security
Management
Fraud
Management
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
Operations
Strategy &
Commit
Infrastructure
Lifecycle Mgmt
Product
Lifecycle Mgmt
Operations Support Fulfillment

& Readiness
Assurance
Billing
Financial & Asset

Management
Brand Management, Market

Research & Advertising

Enterprise Quality Mgmt, Process

& IT Planning & Architecture
Human Resource s
Management
Research & Development

& Technology
Acquisistion
Disaster Recovery , Security

& Fraud Management
General Process Interactions

Customer
Operations
Strategy & Commit
Infrastructure Lifecycle Mgmt
Operations Support & Readiness
Product Lifecycle Mgmt

Marketing
Strategy &
Policy
Product & Offer

Business
Planning &
Commitment
Product & Offer

Portfolio
Capability
Delivery
Product & Offer

Portfolio Strategy,
Policy & Planning
Marketing
Capability
Delivery
CRM
Capability
Delivery
Product
Development
& Retirement
Marketing
Communications
& Promotion
Sales &
Channel
Development
Product, Marketing
& Customer
Performance
Assessment
Service
Development &
Retirement
Service
Performance
Assessment
Service &
Operations
Capability
Delivery
Service
Planning &
Commitment
Resource &
Technology
Plan &
Commitment
Resource
Development
Resource
Performance
Assessment
Supply Chain Development
Supply Chain
Development
& Change
Management
Supply Chain
Performance
Assessment
CRM
Operations
Readiness
Billing

Selling
Marketing
Fulfillment
Response
Sales &
Channel
Management
Customer
QoS / SLA
Management
Problem
Handling
Order
Handling
Billing&
Collections
Management
Retention and Loyalty
Service
Management &
Operations
Readiness
Service
Configuration
& Activation
Service
Problem
Management
ServiceQuality
Analysis, Action
& Reporting
Service&
Specific Instance
Rating
Resource
Problem
Management
Resource
Restoration
Resource Data
Collection, Analysis
& Control
S/P
Performance
Management
S/P Settlements
& Billing
Management
Resource &
Operations
Capability
Delivery
RM&O Support &

Process
Management
& Management
Supply Chain
Supply Chain
Planning
Strategy & Policy
& Commitment
CRM Operations
Support & Process
Management
SM&O Support &

Process
Management

Resource &
Technology
Strategy & Policy
Assurance

Service
Strategy &
Policy
Fulfillment
Supply Chain
Capability
Availability
Resource
Management &
Operations
Readiness
& Allocation
to Service Instance

S/P Purchase
Order
Management
S/P
Buying
S/PRM Operations S/P Relationship

Management
Support &
Operations
Process
Readiness
Management
S/P Problem
Reporting &
Management
Supplier/PartnerInterface Management
? Info &Comm
System Support ?
Brand Management, Market Research & Advertising

Strategic&
Business
Planning
Business
Development
Enterprise
Architecture
Planning
Financial & Asset Management

Financial
Management
Real Estate
Management
Procurement
Management
Group
Enterprise
Management
Brand
Management
Market
Research &
Analysis
Advertising
Stakeholder & External Relations Management

PR & Communit
y
Relations
Management
Shareholder
Relations
Management
Regulatory
Management
Legal
Management
? ?Work
WorkTask
Task
Assignment
Assignment? ?
Enterprise Quality Mgmt, Process & IT Planning & Architecture

Enterprise
Quality
Management
Process
Architecture
Management
& Support
Information
Systems
Strategy &
Planning
Knowledge
Management
Human Resource s Management

HR Policies
& Practices
Workforce
Strategy
Workforce
Development
Research & Development & Technology

Acquisistion
Research&
Development
Technology
Acquisition
Disaster Recovery , Security & Fraud Management

Employee
& Labour
Relations
Disaster
Recovery&
Contingency
Planning
Security
Management
Fraud
Management
Level 2 Process Interactions

Customer
Relationship
Management
Process starts
Customer
Marketing
Campaign
is run
Customer
Contacts
Retailer
Marketing Fulfilment Response

Sales Enquiry
routed to
Selling group
Offer Customer
Solution
Alternatives

Sales
Proposal,
offer to
Customer
Customer
Customer is places
Customer satisfied with order
Selects
completion
preferred
option
Selling
Customer
satisfaction
confirmed
Retrieve
Customer
Profile
Billing
Update Customer
Contact History
Customer
Advice of
accepts
Completion to
Design
Customer
Request
Retention & Loyalty
Detailed
Confirmation
Pre-Order to
by
Order Handling
Pre-Order result
Engineering
Customer Order to
Order Handling
Service
Management
& Operations
Process
ends
Billing &
Collections
Management
Service
Details
for
Billing
Order Handling
Design and
Technology Detailed
Design
selection
Request
Internal
Work
Order
End-to-end
Service
Test
completed
Service
Details for
Assurance
Assurance
Service Configuration & Activation
Resource
Management
& Operations
Resource
availability
request
Request
external
supplier
selection
Confirm
Resource
availability
Internal
Work
Order
Innternal
Resource
provisioning
completed
External
Resource
provisioning
completed
Resource Provisioning & Allocation to Service Instance
Supplier
Partner
Relationship
Management
Enterprise
Management
Supplier / Partner
Buying
Workforce
Capability
Delivery
Supplier / Partner
Purchase Order
Mgmt
Order
from
external
supplier
Supplier
W/F Redeploy
Workforce Task Assignment & Management
Customer QOS
/ SLA
Management
Level 2 Process Flows (1)

Cu stomer
Cu stomer
Places Order
Cu stomer
Contacts
Re tailer
Cus t omer Interf ace Management
Cu stomer
Re lationship
Management
Sales enquiry
r o uted to Selling
group
Ma r keting
Fu lf illment
Response
Selling
Customer Interf ace

Management
Retrieve
Customer
Profile
Off er
Customer
Solution
Alternatives
Sales
Pr oposal
offer to
Customer
Customer Interf ace

Management
Update Customer
Contact History
Cu stomer
places order
Retention &
Loyalty
Pr eOrder
to Order
Han dling
Or der Handling
Selling
Pre Order result

Des ign&Technology
Selection Request
Service
Management
& Operations
Resource
Management
& Operations
Service Configuration &

Activation
Resource
Reservation
Request
Optional
Flow
Confirm Resource
Reservation
Res ource Provisioning

& Allocation to Sv
Check External
Supp lier Solution
Su pplier/
Partner
Re lationship
Management
Enterprise
Management
Supp lier/Partner
Buying
Cus tomer Orde
er Interface
ement
Customer Interface
Management
Request
Det ailed
Confirmation
by Engineering
Customer
places order
Cu stomer
Accepts
De sign
Or der Handling
Or der H
Or der Handling
Cu s tomer Order to Order Handling
Design &
Technology
Selection Request
Ser vice Configuration & Activation
Imp lement Design

Det ail Design
Det ailed Design
Det ailed Design
Request
Ex ternal
Supplier
Selection
Supplier/Partner
Buying
Resource
A v ailability
Re quest
Conf irm
Resource
A v ailability
Resource
Activation
Re quest
Res ource Provisioning

& Allocation to Sv
Or d er f rom External Supplier
Service
Configuration &
Activation
Resource
Pr o visioning &
Allocation to Sv
Supplier/Partner
Purchase Order
Ma nagement
Service
Configu
Activati
Co nf irm
Resource
Activation
Inte
Wo
Ord
Resour
Pr ovisio
Allocatio

Service
Details for
Billing
sign
e
n
Billing &
Collections
Management
Or der Handling
Or der Handling
Or der Handling
Se rvice Details
for Assurance
Internal
Work
Order
Service
Configuration &
Activation
Internal
Work
Order
Resource
Pr ovisioning &
Allocation to Sv
En d- to-End
Service Test
Completed
Se rvice Configuration &
Activation
Service
Conf iguration &
Activation
Internal
Resource
Pr ovisioning
Comp leted
Resource
Pr ovisioning &
Allocation to Sv
Ex ternal Resource
Pr ovisioning
Completed
Su pplier/Partner
Purchase Order
Management
Customer
QoS/SLA
Man agement
Level 3 Decomposed Process Flows (1)

Order Handling
PreOrder Feasibility Determination
Pre-Order to
Order Handling
Send PreOrder Feasibility

request
Customer Order to
Order Handling
Credit Authorization
Get preOrder resullts

Internal
Work
Order
Order Issuance
Coordination of Supplier/partner
components
Design and
Technology
selection
Request
Pre-Order result
Order Tracking and Status
Detailed
Design
Design of solution
Request Detailed
Confirmation by
Engineering
Customer
accepts
Design
Order Tracking and Status

Service Details
for Billing
End-to-end
Service
Test
completed
Order Completion
Service Details for

Assurance
Order Completion
advice
Level 4 processes
Level 3 Decomposed Process Flows (2)

Selling
Sales Enquiry
routed to
Selling group
Prospect
Management
Customer
Qualification
Sales
Negotiation
Customer
Data
Acquisition
Customer
Selects
preferred
option
Sales
Negotiation
Customer
places
order
Sales
Negotiation
Customer
Data
Acquisition
Offer Customer
Solution
Alternatives
Cross/Up
selling
Sales
Proposal,
offer to
Customer
Pre-order
to Order
Handling
Customer
Data
Acquisition
Pre-Order
result
Customer
Order to
Order
Handling
Sales
Negotiation
Customer
Data
Acquisition
Customer is
satisfied with
completion
Customer
satisfaction
confirmed
Sales
Negotiation
Cross/Up
selling
Customer
Data
Acquisition
Process Decompositions
Level
Selling
Prospect
Management
Customer
Qualification and
Education
Sales Negotiation
Customer Data
Acquisition
Cross / Up Selling
Prospect Needs
Analysis
Understand
Customer Need
Solution
Determination With
the Customer
Customer Identity
Capture
Up & Cross Sale

Opportunities
Identifica
Potential Solutions
Identification
Qualify Customer
Sales Proposal
Development
Relationship
Establishment
Up & Cross Sale

Packages
Application
Track and Report

Prospect Result
Develop Solution
Alternatives
Solution Details
Negotiation
Customer Profile
Capture and
Record
Customize
Solutions to
Customer
Requirem
Sales Closure
Customer
Preferences
Capture and
Record
Confirm Solution
Availability
Product
Development
Inquiry
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
NGOSSInitiative
Program
Plan
Progress to Date
eTOMTheBusinessView

Ongoing Work
Conclusions
Conclusions
eTOM includes a Business Process Framework which shows
structure (hierarchy)
decompositions (levels)
flows (linkages)
dynamics (behavior)
NGOSS supports a framework aimed at fast, flexible

integration of OSSs & BSSs
process
process
process
process
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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Information Document 19-E

ITU-T Study Group 2

Business Process Framework

Business Process Framework

Worldwide Consortium of ~400 Operators,

By advancing available Technologies and Solutions

Provide Wealth of Industry Knowledge

Working with Industry

Specific Areas of Focus

Provide Strategic Leadership and Guidance:

New Generation OSS (NGOSS)

Key Work Programs

Provide the premier

Business Process Framework

Multiple 100 Year Events

Services are Multiplying

Business to business services

Video Streaming 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/

..and Yesterdays Systems cant Cope

Market speed is outstripping

Impacting time to market

Hitting the bottom line

Systems development takes too long,

Time for a Radical Rethink

New Generation OSS changing the way we build

Business Process Framework

New Generation Operations Systems and Software

Includes tools and guidance for service providers,

Driven and managed by TM Forum

Business Process, Systems and Software integration maps

Goal = rapid development of flexible, low cost of

Draws on a Broad Base of Ideas

NGOSS Key Elements

New Generation OSS

Framework for Rapid and Flexible Integration of

Framework Supports Multiple Viewpoints

Framework supporting or enclosing structure

Scope of NGOSS Program

Shared Information & Data Model

NGOSS Key Concepts

Methodology system of principles and

Viewpoint focus on particular concerns

Framework supporting or enclosing

Architecture style or method of design

Ordering 3 Use Case

Product Management Services

Customer Management Services

Pro vide Availability

NGOSS The Framework

Framework supporting or enclosing structure

eTOM enhanced Telecom Operations Map

eTOM - Business Map

Reference Map of Idealized Organization

Mechanism for Identifying & Cataloging

External View of Functionality supported by

Cornerstone of Business View

eTOM enhanced Telecom Operations Map

NGOSS Business Map