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Telecommunications
Martin Koan
Content
Motivation
Goals
Operations
Operations Support &
Readiness
Customer Relationship
Management
CRM
Support &
Readiness
Fulfillment
Assurance
Billing
Order
Handling
Problem
Handling
Customer
QoS / SLA
Management
Billing &
Collections
Management
Supplier/Partner Relationship
Management
S/PRM
Support &
Readiness
Service
Configuration
& Activation
Resource
Provisioning
Service
Problem
Management
Service
Quality
Management
Resource
Trouble
Management
Resource
Performance
Management
Service &
Specific Instance
Rating
S/P
Requisition
Management
S/P Problem
Reporting &
Management
S/P
Performance
Management
S/P Settlement
& Billing
Management
Proposal
Offered
Feasibility Request
Feasibility Assesment
Selling
Service
Order
Completition
Notification
Order
Confirmed
Order Handling
Design
Solution
Response
Service
Order
Initiated
Service
Activated
Resource
Reservation
Requested
Resource
Reservation
Confirmed
Work
Order
Initiated
Resource
Provisioning
Completed
Resource
Activation
Requested
Resource Provisioning
Supplier/Partner
Resource
Activated
0..*
CustomerFacingService
CFServiceRequiresRFServices
ResourceFacingService
CFSCompositeHasCFServices
0..*
0..* RFSCompositeHasRFServices
1..*
0..*
0..1
0..1
CustomerFacingServiceComposite
CustomerFacingServiceAtomic
ResourceFacingServiceAtomic
ResourceFacingServiceCompoiste
OSS/J Profiles
Order Management in ST