Information Document 19-EInformation Document 19-E
ITU-T Study Group 2November 2002
QUESTION: 5 & 6/2SOURCE TSBTITLE: 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 TeleManagement ForumForum (TMF) (TMF)
NGOSS and eTOMNGOSS and eTOM
AgendaAgenda
NGOSS InitiativeProgramPlan
Conclusions
Background – The Changing Industry
Introduction – The TM Forum
Progress to Date
eTOM - The Business ViewBusiness Process FrameworkOngoing Work
AgendaAgenda
NGOSS InitiativeProgramPlan
Conclusions
Background – The Changing Industry
Introduction – The TM Forum
Progress to Date
eTOM - The Business ViewBusiness Process FrameworkOngoing Work
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
Industry Industry
conferences/conferences/
exposexpos
Industry Industry
conferences/conferences/
exposexpos
Web basedWeb based
servicesservices
Web basedWeb based
servicesservices
Seminars/Seminars/trainingtraining
programsprograms
Seminars/Seminars/trainingtraining
programsprograms
Create,Create,
stimulate,stimulate,
interpret,interpret,
catalogue,catalogue,
collate,collate,
package,package,
distributedistribute
knowledgeknowledgeMarket researchMarket researchMarket researchMarket research
ProductProduct
cataloguescatalogues
ProductProduct
cataloguescatalogues
PublishedPublished
reportsreports
PublishedPublished
reportsreports
Industry newsIndustry newsIndustry newsIndustry news
Academic/Academic/
governmentgovernment
informationinformation
Academic/Academic/
governmentgovernment
informationinformation
CatalystCatalyst
projectsprojects
CatalystCatalyst
projectsprojects
TechnologyTechnology
trialstrials
TechnologyTechnology
trialstrials
CollaborativeCollaborative
R&D projectsR&D projects
CollaborativeCollaborative
R&D projectsR&D projects
IndustryIndustry
requirementsrequirements
IndustryIndustry
requirementsrequirements
Presentations/ Presentations/
white paperswhite papers
Presentations/ Presentations/
white paperswhite papers
Business casesBusiness casesBusiness casesBusiness cases
Working with IndustryWorking with Industry
Specific Areas of FocusSpecific 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
Create a portal which is a resource center which the industry can use as first port of call for OSS/BSS info
Communicate
Develop proof of concept solutions to real industry problems that can subsequently be productised and sold
Demonstrate
Create a collaborative work environment within which competitor can solve problems of mutual interest
Collaborate
Draw direction and requirements in a market-centric fashion from key industry players
Market Focus
Provide the premier global OSS/BSS environment within which members can conduct business
A Place to Do Business’
Key Work ProgramsKey Work ProgramsTechnical TeamsBusiness, System & ImplementationArchitecture
Market Centers• Mobile• Value Chain• New Gen Networks
TMF CentralWebsite
Catalyst ShowcaseTeleManagement World
AgendaAgenda
NGOSS InitiativeProgramPlan
Conclusions
Background – The Changing Industry
Introduction – The TM Forum
Progress to Date
eTOM - The Business ViewBusiness Process FrameworkOngoing Work
Multiple ‘100 Year Events’Multiple ‘100 Year Events’
Monopolies Open Markets
Circuit IP Networks
Fixed Mobile
Voice Data
Yesterday Today Tomorrow
Tomorrow
Personal information services
Entertainment services
Business to business services
Multimedia Teleconferencing
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 ServicesText to voice services
Multimedia Bridging Services
Enhanced voicemail services
Voicemail services
Basic Voice Services
Services are MultiplyingServices are Multiplying
© TeleManagement Forum & Telcordia Technologies 2001
Basic Voice Services
Audio Teleconferencing
Pre-pay services
Network ACD Services
Enhanced voicemail services
Voicemail services
SMS Text Messaging
Web/Internet Access
Basic EMail
Operational Challenges are GrowingOperational 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 Yesterday’s Systems can’t Cope..and Yesterday’s Systems can’t 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 RethinkTime for a Radical Rethink
From ‘blacksmith’s shop’ From ‘blacksmith’s shop’ software...software...
… … to fast production lineto fast production lineby assembly and configurationby assembly and configuration
New Generation OSS -New Generation OSS - changing the way we build changing the way we build
management softwaremanagement software
AgendaAgenda
Conclusions
Background – The Changing Industry
Introduction – The TM Forum
eTOM - The Business ViewBusiness Process FrameworkOngoing Work
NGOSS InitiativeProgramPlanProgress to Date
So WSo What ishat is NGOSS? 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 IdeasDraws on a Broad Base of Ideas
NGOSSNGOSSNGOSSNGOSS
COTS SoftwareTMN
BusinessProcesses
Enterprise Management
NGOSS – Key ElementsNGOSS – 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 OSSNew 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 structureViewpoint – focus on particular concerns within a system (IEEE Std 1471-2000)
Scope of NGOSS ProgramScope of NGOSS Program
Methodology for using NGOSS
RFPs for NGOSS solutions
BusinessProcessAnalysis
SystemsAnalysis &
Design
PlatformRequirements
&Architecture
Shared Information & Data Model
Industry Compliance
NGOSS Key ConceptsNGOSS Key Concepts
MethodologyMethodology – “system of principles and procedures applied to a discipline”
ViewpointViewpoint – “focus on particular concerns within a system (IEEE Std 1471-2000)
FrameworkFramework – “supporting or enclosing structure”
ArchitectureArchitecture – “style or method of design and construction”
Syst
emV
iew
Implem
entati
on View
NGOSSNGOSSKnowledgeKnowledge
BaseBaseNeed
Mod
elValidate
Run
Business
View
CustomerOSS
Thu Apr 05 12:47:19 2001
Ordering 3 Use Case
Use Case Diagram
Gateway Services
GatewayInterface
Provider Services
CustomerManagement
Interface
Customer Management Services Product Management Services
ProductRequest<<SDM>>
CustomerContact<<SDM>>
Customer<<SDM>> InvoiceInquiry
<<SDM>>
CreditViolation<<SDM>>
ProductCatalog<<SDM>>
ProductService<<SDM>>
CustomerOrder
Manager ProductFulfillmentManager
Ordering 3Process
***
CustomerRelationshipManagement
ResourceInfras'tureDev't andMngmnt
Supplier/Partner
ServiceDev elopmentand Op'nsManagement
In f ormation
Customer
Assess ServiceA v ailability
Pr ovide ServiceA v ailability Date
DetermineResourceA v ailability
Pr ovide AvailabilityDate
QualifyCustomer
Identify SolutionAlternatives
Update CustomerContact Record
SolutionAlternativesA vailable
No ActionRequired
Pr e-OrderFeasibilityRequest Made
Rec eive Pre-OrderFeas ibility Request
Contract Interface
Service Implementation
Run
-Tim
eV
iew
NGOSS NGOSS MethodologyMethodology
Methodology – system of principles and procedures applied to a disciplineViewpoint – focus on particular concerns within a system (IEEE Std 1471-2000)
Architecture
Business System
Behavior
Information
Implementation
NGOSS – The FrameworkNGOSS – The Framework
InformationModel
TN Contract
SystemProcess Plan
BusinessEntity
BusinessTrade
BusinessFlow
DataModel
TS Contract
Execution Script
Artifacts
Framework – supporting or enclosing structure Architecture – style or method of design and construction
Architecture
Business System
Behavior
Information
Implementation
NGOSS – eTOMNGOSS – eTOM
InformationModel
TN Contract
SystemProcess Plan
BusinessEntity
BusinessTrade
BusinessFlow
DataModel
TS Contract
Execution Script
Artifacts
Bu
siness
Bu
siness
Map
- eTO
MM
ap - eT
OM
eTOM – enhanced Telecom Operations Map
eTOM - Business MapeTOM - 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 MapNGOSS Business Map
Operations
Fulfillment Assurance BillingOperationsSupport &Readiness
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
(Application, Computing and Network)
Enterprise Management
Strategic &EnterprisePlanning
Financial & AssetManagement
Enterprise QualityManagement, Process & ITPlanning & Architecture
Stakeholder & ExternalRelations Management
Brand Management,Market Research &Advertising
Human ResourcesManagement
Disaster Recovery,Security & FraudManagement
Research &Development,TechnologyAcquisition
Strategy, Infrastructure & Product
ProductLifecycleManagement
InfrastructureLifecycleManagement
Strategy &Commit
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
(Application, Computing and Network)
Customer
eTOM Developments 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
Architecture
Business System
Behavior
Information
Implementation
NGOSS – SIMNGOSS – SIM
InformationModel
TN Contract
SystemProcess Plan
BusinessEntity
BusinessTrade
BusinessFlow
DataModel
TS Contract
Execution Script
Artifacts
System
System
Map
- SIM
Map
- SIM
SIM – Systems & Information Map
SIM – System MapSIM – 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 ViewSIM – Systems & Information Map
• Logical Business Components
• Management Domains
Operations
Enterprise
Management
Customer
Suppli
er/Part
ner
SI&P L
ifecy
cle
Man
agem
ent
Product
Customer
Invoice/Payment
Mkt/Sales Service
Supplier/Partner
Technology
Workforce
Equipment
Business
Portfolio
Enterprise
SIM – Systems & Information Map
Level 1 SIMLevel 1 SIM
Architecture
Business System
Behavior
Information
Implementation
NGOSS – Behavior & InformationNGOSS – Behavior & Information
InformationModel
TN Contract
SystemProcess Plan
BusinessEntity
BusinessTrade
BusinessFlow
DataModel
TS Contract
Execution Script
Artifacts
Behavior & ControlBehavior & Control
Shared Info & Data (SID) Shared Info & Data (SID) ModelingModeling
Behavior & Information Driven ActivitiesBehavior & 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
Architecture
Business System
Behavior
Information
Implementation
NGOSS – Trial SolutionsNGOSS – Trial Solutions
InformationModel
TN Contract
SystemProcess Plan
BusinessEntity
BusinessTrade
BusinessFlow
DataModel
TS Contract
Execution Script
Artifacts
TM
W
TM
W
Catalyst P
rojectsC
atalyst Projects
Catalyst Program – Catalyst Program – the living lab for NGOSSthe 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
Architecture
Business System
Behavior
Information
Implementation
NGOSS – ComplianceNGOSS – Compliance
InformationModel
TN Contract
SystemProcess Plan
BusinessEntity
BusinessTrade
BusinessFlow
DataModel
TS Contract
Execution Script
Artifacts
ComplianceComplianceProgramProgram
NGOSS ComplianceNGOSS 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 DateProgress 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
Methodology for using NGOSS
RFPs for NGOSS solutions
BusinessProcessAnalysis
SystemsAnalysis & Design
PlatformRequirements
&Architecture
Shared Information & Data Model
Industry Compliance
NGOSS Roadmap SummaryNGOSS Roadmap Summary Release 1
Available Q4/2001Release 2
Available Q2/2002Future Releases
NGOSS-Wide Activities
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
Process Automation Activities
eTOM – The Business Process Framework
eTOM - Scenarios for Test Cases Completed eTOM
NGOSS Development and Integration Methodology
Initial Repository structure for NGOSS Artifacts
NGOSS Knowledge Base
Sample Contracts and Use-Cases End-to-End Contracts and Use-Cases for Test Cases
End-to-End contracts populating Knowledge Base
Information Modeling Activities
Systems Integration Map: Concepts and Principles
NGOSS Meta Model
Systems Integration Map: Component Description
NGOSS Information Models and Data Models
Systems Framework Activities
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
Who’s Backing NGOSS?Who’s Backing NGOSS?
• A 21st century ‘umbrella’ approach to building and deploying OSS
• Adoption of industry standard approaches and tuning them for OSS
• ‘Cardinal points’ of agreement• A practical program - delivering
practical tools, support and code to aid development – not just paper specs
• Evolutionary
• A 21st century ‘umbrella’ approach to building and deploying OSS
• Adoption of industry standard approaches and tuning them for OSS
• ‘Cardinal points’ of agreement• A practical program - delivering
practical tools, support and code to aid development – not just paper specs
• Evolutionary
NGOSS Is!
• A TMF specific approach• A special approach for the
communications industry• Prescriptive• Revolutionary
• A TMF specific approach• A special approach for the
communications industry• Prescriptive• Revolutionary
NGOSS Is Not!
ConclusionsConclusions
NGOSS - Benefits for EveryoneNGOSS - Benefits for Everyone
…..for Service Providers:
Get to market faster and keep ahead = profit
…..for Service Providers:
Get to market faster and keep ahead = profit
…for Equipment Manufacturers and ISV’s:
Open up the OSS products market = profit
…for Equipment Manufacturers and ISV’s:
Open up the OSS products market = profit
…..for Systems Integrators:
Add business value, not overheads = profit
…..for Systems Integrators:
Add business value, not overheads = profit
AgendaAgenda
NGOSS InitiativeProgramPlan
Conclusions
Background – The Changing Industry
Introduction – The TM Forum
Progress to Date
eTOM - The Business ViewBusiness Process FrameworkOngoing Work
A Brief History of eTOMA 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 eTOM: enhanced Telecom Operations MapTelecom Operations Map
Enterprise Management
Strategy, Infrastructure & Product Operations
Customer
Fulfillment Assurance BillingProductLifecycleManagement
InfrastructureLifecycleManagement
OperationsSupport andReadiness
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Strategic &EnterprisePlanning
Financial & AssetManagement
Enterprise QualityManagement, Process & ITPlanning & Architecture
Stakeholder & ExternalRelations Management
Strategy &Commit
Marketing & Offer Management
Service Development & Management
Resource Development and Management
Supply Chain Development and Management
Brand Management,Market Research &Advertising
Human ResourcesManagement
(Application, Computing and Network)
Disaster Recovery,Security & FraudManagement
Research &Development,TechnologyAcquisition
(Application, Computing and Network)
Element Management
Network Management
BusinessManagement
ServiceManagement
Operations
Fulfillment Assurance BillingOperationsSupport &Readiness
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
(Application, Computing and Network)
Enterprise Management
Strategic &EnterprisePlanning
Financial & AssetManagement
Enterprise QualityManagement, Process & ITPlanning & Architecture
Stakeholder & ExternalRelations Management
Brand Management,Market Research &Advertising
Human ResourcesManagement
Disaster Recovery,Security & FraudManagement
Research &Development,TechnologyAcquisition
Strategy, Infrastructure & Product
ProductLifecycleManagement
InfrastructureLifecycleManagement
Strategy &Commit
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
(Application, Computing and Network)
Customer
TMN Layers correspond with TOM horizontals
TOM processes are captured in “FAB” area of eTOM Operations
NGOSSNGOSSKnowledgeKnowledge
BaseBase
Cus tomerOSS
Thu Apr 05 12:47:19 2001
Ordering 3 Us e Cas e
Us e Cas e Diagram
Gateway Serv ic es
GatewayInte rfac e
Prov ider Serv ic es
Cus tomerManagement
Inte rfac e
Cus tomer Management Serv ic es Produc t Management Serv ic es
Produc tReques t<<SDM>>
Cus tomerContac t<<SDM>>
Cus tomer<<SDM>> Inv oic eInqu iry
<<SDM>>
CreditViola tion<<SDM>>
Produc tCata log<<SDM>>
Produc tServ ic e<<SDM>>
Cus tomerOrder
Manager Produc tFu lfillmentManager
Ordering 3Proc es s
***
CustomerRelationshipManagement
ResourceInfras'tureDev't andMngmnt
Supplier/Partner
ServiceDevelopmentand Op'nsManagement
Inf ormation
Customer
Assess ServiceA vailability
Provide ServiceA vailability Date
DetermineResourceA vailability
Provide AvailabilityDate
QualifyCustomer
Identify SolutionAlternatives
Update CustomerContact Record
SolutionAlternativesA vailable
No ActionRequired
Pre-OrderFeasibilityRequest Made
Receive Pre-OrderFeas ibility Request
eTOM maps the NGOSS Business View
Network and Systems Management Processes
Service Development and Operations Processes
Customer Care Processes
Customer
Network Element Management Processes
Info
rmatio
n S
ystems M
anag
emen
t Pro
cesses
NetworkPlanning andDevelopment
NetworkProvisioning
NetworkMaintenance &
Restoration
Network DataManagement
NetworkInventory
Management
ServicePlanning andDevelopment
ServiceProblem
Management
ServiceQuality
Management
Rating andDiscounting
ServiceConfiguration
Customer Interface Management Processes
SalesOrder
Handling
Invoicingand
Collections
ProblemHandling
CustomerQoS
Management
Physical Resource and Information Technology
The Operations areaThe Operations area
Operations
Fulfillment Assurance BillingOperationsSupport &Readiness
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
(Application, Computing and Network)
“FAB” remains the core of the Operations area
Operations Support & Readiness is separated from FAB
“OPS” also supports functional process groupings shown as horizontal layers
Operations
Fulfillment Assurance BillingOperations Support & ReadinessCustomer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
The Operations areaThe Operations area
ServiceConfiguration & Activation
ServiceProblem
Management
Service QualityAnalysis, Action
& Reporting
Service & Specific Instance
Rating
SM&O Support & Process
Management
ServiceManagement &
Operations Readiness
Supplier/Partner Interface Management
S/P Buying
S/P Purchase Order
Management
S/P Problem Reporting &Management
S/P PerformanceManagement
S/P Settlements & Billing
Management
S/PRM OperationsSupport &
Process Management
S/P Relationship Management
OperationsReadiness
Resource Provisioning & Allocation
to Service Instance
ResourceProblem
ManagementRM&O Support &
ProcessManagement
ResourceManagement &
Operations Readiness
Retention & Loyalty
Customer Interface Management
Billing & Collections
Management
CustomerQoS / SLA
Management
ProblemHandling
Selling
Order Handling
MarketingFulfillmentResponse
CRM Operations Support & Process
Management
CRM Operations Readiness
Sales & Channel
Management
Resource Data Collection, Analysis & Control
Resource QualityAnalysis, Action
& Reporting
The Strategy, Infrastructure & Product areaThe Strategy, Infrastructure & Product area
“SIP” encompasses strategy and lifecycle management processes in support of operations
Strategy & Commit Infrastructure Lifecycle
Management Product Lifecycle Management
“SIP” also has functional groupings, aligned with those in “OPS”
Strategy, Infrastructure & Product
ProductLifecycleManagement
InfrastructureLifecycleManagement
Strategy &Commit
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
(Application, Computing and Network)
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
Marketing & Offer Management
Infrastructure Lifecycle Management
Product Lifecycle Management
Strategy & Commit
Strategy, Infrastructure & Product
The SIP areaThe SIP area
Supply Chain Strategy & Policy
Supply Chain Planning
& Commitment
Supply Chain Development & Change
Management
Supply Chain Performance Assessment
Supply Chain CapabilityAvailability
Service Planning &
Commitment
Service PerformanceAssessment
Service Strategy &
Policy
Service &OperationsCapabilityDelivery
Service Development &
Retirement
Resource &Operations CapabilityDelivery
Resource PerformanceAssessment
Resource & Technology
Strategy & Policy
Resource & Technology
Plan & Commitment
Resource Development
Product Development & Retirement
Product & Offer Portfolio
Capability Delivery
Product & Offer Portfolio Strategy,Policy & Planning
MarketingCapability Delivery
Product & Offer Business
Planning & Commitment
Product, Marketing & CustomerPerformanceAssessment
CRMCapabilityDelivery
MarketStrategy &
Policy
Sales & ChannelDevelopment
Marketing Communications
& Promotion
The Enterprise Management HierarchyThe Enterprise Management Hierarchy
EnterpriseManagement
DisasterRecovery,Security &FraudManagement
HumanResourcesManagement
Financial &AssetManagement
Stakeholder &ExternalRelationsManagement
EnterpriseQualityManagement,Process & ITPlanning &Architecture
Strategic &EnterprisePlanning
Research &Development,TechnologyAcquisition
BrandManagement,MarketResearch &Advertising
Group EnterpriseManagement
BusinessDevelopment
EnterpriseArchitecturePlanning
Strategic &Business Planning
FinancialManagement
ProcurementManagement
Real EstateManagement
BrandManagement
Advertising
Market Research& Analysis
Workforce Strategy
Employee & LaborRelationsManagement
WorkforceDevelopment
HR Policies &Practices
PR & CommunityRelationsManagement
ShareholderRelationsManagement
RegulatoryManagement
Legal Management
Research &Development
TechnologyAcquisition
ProcessArchitectureManagement &Support
InformationSystems Strategy& Planning
KnowledgeManagement
Enterprise QualityManagement
SecurityManagement
FraudManagement
DisasterRecovery &ContingencyPlanning
eTOM - The Level 2 ProcesseseTOM - The Level 2 Processes Level 1 Vertical Grouping
Level 1 Horizontal Grouping
Operations
Customer
Fulfillment Assurance BillingOperations Support & Readiness
Retention and Loyalty
Customer Interface Management
Supplier/Partner Interface Management
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Billing & Collections
Management
CustomerQoS / SLA
Management
ProblemHandling
Selling
Order Handling
MarketingFulfillmentResponse
ServiceConfiguration & Activation
ServiceProblem
Management
Service QualityAnalysis, Action
& Reporting
Service & Specific Instance
Rating
Resource Provisioning & Allocation
to Service Instance
ResourceProblem
Management
ResourceRestoration
Resource Data Collection, Analysis
& Control
S/P Buying
S/P Purchase Order
Management
S/P Problem Reporting &Management
S/P PerformanceManagement
S/P Settlements & Billing
Management
CRM Operations Support & Process
Management
CRM Operations Readiness
SM&O Support & Process
Management
ServiceManagement &
Operations Readiness
RM&O Support & Process
Management
S/PRM OperationsSupport & Process
Management
S/P Relationship Management
OperationsReadiness
Enterprise Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
Marketing and Offer Management
Service Planning &
Commitment
Resource &Operations CapabilityDelivery
Supply Chain Strategy & Policy
Supply Chain Planning
& Commitment
Product Development & Retirement
Supply Chain Development & Change
Management
Infrastructure Lifecycle Mgmt Product Lifecycle MgmtStrategy & Commit
Strategy, Infrastructure and Product
Product & Offer
Portfolio Capability Delivery
Product & Offer Portfolio Strategy,
Policy & Planning
MarketingCapability Delivery
Product & Offer
Business Planning &
CommitmentProduct, Marketing
& CustomerPerformanceAssessment
Service PerformanceAssessment
Resource PerformanceAssessment
Supply Chain Performance Assessment
Supply Chain CapabilityAvailability
Resource & Technology
Strategy & Policy
Service Strategy &
Policy
Resource & Technology
Plan & Commitment
Service &OperationsCapabilityDelivery
Service Development &
Retirement
Resource Development
CRMCapabilityDelivery
MarketingStrategy &
Policy
Sales & Channel
Development
Marketing Communications
& Promotion
Enterprise Quality Mgmt, Process & IT Planning & Arch.Process Arch.Management
& Support
Info SystemsStrategy &Planning
KnowledgeManagement
Stakeholder & External Relations ManagementPR & Comm.
RelationsManagement
RegulatoryManagement
ShareholderRelations
Management
LegalManagement
Human Resources ManagementEmployee& Labor Relations
WorkforceStrategy
WorkforceDevelopment
HR Policies& Practices
Disaster Recovery, Security & Fraud ManagementFraud
Management
Disaster Recovery & Contingency
Planning
SecurityManagement
Financial & Asset Management
FinancialManagement
ProcurementManagement
Real EstateManagement
Strategic & Enterprise Planning Strategic &Business Planning
BusinessDevelopment
EnterpriseArchitecture
Planning
GroupEnterprise
Management
Research &Development
TechnologyAcquisition
Research & Development & Technology Acquisition
Brand Management, Market Research & AdvertisingMarket
Research &Analysis
BrandManagement
Advertising
ResourceManagement &
Operations Readiness
Sales & Channel
Management
Level 2 Process Element
External Entity
EnterpriseQuality
Management
Ongoing work on eTOMOngoing 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
MethodologyMethodology 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 ExampleFulfillment: An ExampleOperations
Customer
Fulfillment Assurance BillingOperations Support & Readiness
Enterprise Management
Infrastructure Lifecycle Mgmt
Product Lifecycle Mgmt
Strategy & Commit
Strategy, Infrastructure and Product
Stakeholder & External Relations Management
Human Resource s Management
Disaster Recovery , Security & Fraud Management
Enterprise Quality Mgmt, Process & IT Planning & Architecture
Financial & Asset Management
Strategic & Enterprise Planning Research & Development & Technology Acquisistion
Brand Management, Market Research & Advertising
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
Marketing and Offer Management
Operations
Customer
Fulfillment Assurance BillingOperations Support & Readiness
Retention and Loyalty
Customer Interface Management
Supplier/Partner Interface Management
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Billing & Collections
Management
CustomerQoS / SLA
Management
ProblemHandling
Selling
Order Handling
MarketingFulfillmentResponse
ServiceConfiguration & Activation
ServiceProblem
Management
Service QualityAnalysis, Action
& Reporting
Service & Specific Instance
Rating
Resource Provisioning & Allocation
to Service Instance
ResourceProblem
Management
ResourceRestoration
Resource Data Collection, Analysis
& Control
S/P Buying
S/P Purchase Order
Management
S/P Problem Reporting &Management
S/P PerformanceManagement
S/P Settlements & Billing
Management
CRM Operations Support & Process
Management
CRM Operations Readiness
SM&O Support & Process
Management
ServiceManagement &
Operations Readiness
RM&O Support & Process
Management
S/PRM OperationsSupport & Process
Management
S/P Relationship Management
OperationsReadiness
Enterprise Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
Marketing and Offer Management
Service Planning & Commitment
Resource &Operations CapabilityDelivery
Supply Chain Strategy & Policy
Supply Chain Planning
& Commitment
Product Development & Retirement
Supply Chain Development & Change
Management
Infrastructure Lifecycle Mgmt Product Lifecycle MgmtStrategy & Commit
Strategy, Infrastructure and Product
Product & OfferPortfolio
CapabilityDelivery
Product & OfferPortfolio Strategy,Policy & Planning
MarketingCapabilityDelivery
Product & OfferBusiness
Planning &Commitment
Product, Marketing & CustomerPerformanceAssessment
Service PerformanceAssessment
Resource PerformanceAssessment
Supply Chain Performance Assessment
Supply Chain CapabilityAvailability
Resource &Technology
Strategy & Policy
Service Strategy &
Policy
Resource &Technology
Plan &Commitment
Service &OperationsCapabilityDelivery
Service Development &
Retirement
Resource Development
CRMCapabilityDelivery
MarketingStrategy &
Policy
Sales &Channel
Development
Marketing Communications
& Promotion
Enterprise Quality Mgmt, Process & IT Planning & ArchitectureProcess
ArchitectureManagement
& Support
InformationSystems
Strategy &Planning
KnowledgeManagement
Stakeholder & External Relations ManagementPR & Community
RelationsManagement
RegulatoryManagement
ShareholderRelations
Management
LegalManagement
Human Resource s ManagementEmployee& LabourRelations
WorkforceStrategy
WorkforceDevelopment
HR Policies& Practices
Disaster Recovery , Security & Fraud Management
FraudManagement
DisasterRecovery & Contingency
Planning
SecurityManagement
Financial & Asset Management
FinancialManagement
ProcurementManagement
Real EstateManagement
Strategic & Enterprise Planning Strategic &Business Planning
BusinessDevelopment
EnterpriseArchitecture
Planning
GroupEnterprise
Management
Research &Development
TechnologyAcquisition
Research & Development & Technology Acquisistion
Brand Management, Market Research & AdvertisingMarket
Research &Analysis
BrandManagement
Advertising
ResourceManagement &
Operations Readiness
Sales & Channel
Management
EnterpriseQuality
Management
? Work Task Assignment ?
? Info & Comm System Support ?
? Work Task Assignment ?
General Process InteractionsGeneral Process Interactions
MarketingCampaign
is runCustomerContactsRetailer
Customer
Billing
Assurance
Workforce Task Assignment & ManagementWorkforceCapabilityDelivery
CustomerRelationshipManagement
ServiceManagement& Operations
EnterpriseManagement
W/F Redeploy
Sales Enquiryrouted to
Selling group
RetrieveCustomer
ProfileOffer Customer
SolutionAlternatives
InternalWorkOrder
End-to-endService
Testcompleted
ServiceDetails forAssurance
ServiceDetails
forBilling
ConfirmResourceavailability
Update CustomerContact History
ResourceManagement& Operations
SupplierPartnerRelationshipManagement
Selling
Order Handling
Service Configuration & Activation
Supplier / PartnerBuying
Supplier / PartnerPurchase Order
Mgmt
Retention & Loyalty
Customer Interface Management
Billing &Collections
Management
Customer QOS/ SLA
Management
Marketing Fulfilment Response
CustomerSelects
preferredoption
SalesProposal,offer to
Customer
Customerplacesorder
Customer Order toOrder Handling
Design andTechnology
selectionRequest
Resourceavailability
request
DetailedDesign
RequestDetailed
Confirmationby
Engineering
CustomeracceptsDesign
InternalWorkOrder
Resource Provisioning & Allocation to Service Instance
Requestexternalsupplierselection
Orderfrom
externalsupplier
ExternalResource
provisioningcompleted
InnternalResource
provisioningcompleted
Advice ofCompletion to
Customer
Supplier
Customer issatisfied withcompletion
Pre-Order to Order Handling
Pre-Order result
Process starts
Processends
Customersatisfactionconfirmed
Level 2 Process InteractionsLevel 2 Process Interactions
Level 2 Process Flows (1)Level 2 Process Flows (1)
EnterpriseManagement
Customer
CustomerRelationshipManagement
ServiceManagement& Operations
ResourceManagement& Operations
Supplier/PartnerRelationshipManagement
MarketingFulf illmentResponse
Selling
Customer InterfaceManagement
CustomerContactsRetailer
Cus tomer Interface Management
Sales enquiryrouted to Sellinggroup
OfferCustomerSolutionAlternatives
SalesProposaloffer toCustomer
Selling
Customerplaces order
Order Handling
PreOrderto OrderHandling
Pre Order result
Retention &Loyalty
Customer InterfaceManagement
RetrieveCustomerProfile
Update CustomerContact History
Order Handling
Cus tomer Order to Order Handling
Service Configuration & Activation
Design &TechnologySelection Request
Resource Provisioning& Allocation to Sv
ResourceA vailabilityRequest
ConfirmResourceA vailability
Supplier/PartnerBuying
RequestEx ternalSupplierSelection
Supplier/PartnerPurchase OrderManagement
Order from External Supplier
Detailed Design
Detailed Design
Order Handling
Detail Design
Customer InterfaceManagement
RequestDetailedConfirmationby Engineering
CustomerAcceptsDesign
Order Handling
ServiceConfiguration &Activation
InternalWorkOrder
ResourceProvisioning &Allocation to Sv
InternalWorkOrder
ResourceProvisioning &Allocation to Sv
Service Configuration &Activation
InternalResourceProvisioningCompleted
Supplier/PartnerPurchase OrderManagement
Ex ternal ResourceProvisioningCompleted
Order Handling
ServiceConfiguration &Activation
End- to-EndService TestCompleted
Order Handling
Billing &CollectionsManagement
ServiceDetails forBilling
CustomerQoS/SLAManagement
Service Detailsfor Assurance
CustomerPlaces Order
ServiceConfiguration &Activation
Implement Design
ResourceProvisioning &Allocation to Sv
ResourceActivationRequest
ConfirmResourceActivation
Service Configuration &Activation
Des ign&TechnologySelection Request
Resource Provisioning& Allocation to Sv
ResourceReservationRequest
Confirm ResourceReservationOptional
Flow
Supplier/PartnerBuying
Check ExternalSupplier Solution
Level 2 Process Flows (2)Level 2 Process Flows (2)
EnterpriseManagement
Customer
CustomerRelationshipManagement
ServiceManagement& Operations
ResourceManagement& Operations
Supplier/PartnerRelationshipManagement
MarketingFulf illmentResponse
Selling
Customer InterfaceManagement
CustomerContactsRetailer
Cus tomer Interface Management
Sales enquiryrouted to Sellinggroup
OfferCustomerSolutionAlternatives
SalesProposaloffer toCustomer
Selling
Customerplaces order
Order Handling
PreOrderto OrderHandling
Pre Order result
Retention &Loyalty
Customer InterfaceManagement
RetrieveCustomerProfile
Update CustomerContact History
Order Handling
Cus tomer Order to Order Handling
Service Configuration & Activation
Design &TechnologySelection Request
Resource Provisioning& Allocation to Sv
ResourceA vailabilityRequest
ConfirmResourceA vailability
Supplier/PartnerBuying
RequestEx ternalSupplierSelection
Supplier/PartnerPurchase OrderManagement
Order from External Supplier
Detailed Design
Detailed Design
Order Handling
Detail Design
Customer InterfaceManagement
RequestDetailedConfirmationby Engineering
CustomerAcceptsDesign
Order Handling
ServiceConfiguration &Activation
InternalWorkOrder
ResourceProvisioning &Allocation to Sv
InternalWorkOrder
ResourceProvisioning &Allocation to Sv
Service Configuration &Activation
InternalResourceProvisioningCompleted
Supplier/PartnerPurchase OrderManagement
Ex ternal ResourceProvisioningCompleted
Order Handling
ServiceConfiguration &Activation
End- to-EndService TestCompleted
Order Handling
Billing &CollectionsManagement
ServiceDetails forBilling
CustomerQoS/SLAManagement
Service Detailsfor Assurance
CustomerPlaces Order
ServiceConfiguration &Activation
Implement Design
ResourceProvisioning &Allocation to Sv
ResourceActivationRequest
ConfirmResourceActivation
Service Configuration &Activation
Des ign&TechnologySelection Request
Resource Provisioning& Allocation to Sv
ResourceReservationRequest
Confirm ResourceReservationOptional
Flow
Supplier/PartnerBuying
Check ExternalSupplier Solution
Level 2 Process Flows (3)Level 2 Process Flows (3)
EnterpriseManagement
Customer
CustomerRelationshipManagement
ServiceManagement& Operations
ResourceManagement& Operations
Supplier/PartnerRelationshipManagement
MarketingFulf illmentResponse
Selling
Customer InterfaceManagement
CustomerContactsRetailer
Cus tomer Interface Management
Sales enquiryrouted to Sellinggroup
OfferCustomerSolutionAlternatives
SalesProposaloffer toCustomer
Selling
Customerplaces order
Order Handling
PreOrderto OrderHandling
Pre Order result
Retention &Loyalty
Customer InterfaceManagement
RetrieveCustomerProfile
Update CustomerContact History
Order Handling
Cus tomer Order to Order Handling
Service Configuration & Activation
Design &TechnologySelection Request
Resource Provisioning& Allocation to Sv
ResourceA vailabilityRequest
ConfirmResourceA vailability
Supplier/PartnerBuying
RequestEx ternalSupplierSelection
Supplier/PartnerPurchase OrderManagement
Order from External Supplier
Detailed Design
Detailed Design
Order Handling
Detail Design
Customer InterfaceManagement
RequestDetailedConfirmationby Engineering
CustomerAcceptsDesign
Order Handling
ServiceConfiguration &Activation
InternalWorkOrder
ResourceProvisioning &Allocation to Sv
InternalWorkOrder
ResourceProvisioning &Allocation to Sv
Service Configuration &Activation
InternalResourceProvisioningCompleted
Supplier/PartnerPurchase OrderManagement
Ex ternal ResourceProvisioningCompleted
Order Handling
ServiceConfiguration &Activation
End- to-EndService TestCompleted
Order Handling
Billing &CollectionsManagement
ServiceDetails forBilling
CustomerQoS/SLAManagement
Service Detailsfor Assurance
CustomerPlaces Order
ServiceConfiguration &Activation
Implement Design
ResourceProvisioning &Allocation to Sv
ResourceActivationRequest
ConfirmResourceActivation
Service Configuration &Activation
Des ign&TechnologySelection Request
Resource Provisioning& Allocation to Sv
ResourceReservationRequest
Confirm ResourceReservationOptional
Flow
Supplier/PartnerBuying
Check ExternalSupplier Solution
Level 3 Decomposed Process Flows (1)Level 3 Decomposed Process Flows (1)Order Handling
Customer Order toOrder Handling
Order Completionadvice
End-to-endService
Testcompleted
Service Details forAssurance
Service Detailsfor Billing
Design andTechnology
selectionRequest
DetailedDesign
Request DetailedConfirmation by
Engineering
CustomeracceptsDesign
Pre-Order to Order Handling Pre-Order result
PreOrder Feasibility Determination
Order IssuanceCredit Authorization
Send PreOrder Feasibilityrequest
Get preOrder resullts
Order Completion
Order Tracking and Status
InternalWorkOrder
Design of solution
Coordination of Supplier/partnercomponents
Level 4 processes
Order Tracking and Status
Level 3 Decomposed Process Flows (2)Level 3 Decomposed Process Flows (2)Selling
Offer CustomerSolution
Alternatives
CustomerSelects
preferredoption
Customerplacesorder
Sales Enquiryrouted to
Selling group
SalesProposal,offer to
Customer
Pre-orderto OrderHandling
ProspectManagement
CustomerQualification
CustomerData
Acquisition
SalesNegotiation
SalesNegotiation
CustomerData
Acquisition
Cross/Upselling
SalesNegotiation
CustomerData
Acquisition
CustomerOrder to
OrderHandling
SalesNegotiation
CustomerData
Acquisition
Pre-Orderresult
SalesNegotiation
CustomerData
Acquisition
Customer issatisfied withcompletion
Customersatisfactionconfirmed
Cross/Upselling
Process DecompositionsProcess DecompositionsSelling
ProspectManagement
CustomerQualification andEducation
Sales Negotiation Cross / Up SellingCustomer DataAcquisition
Customer IdentityCapture
RelationshipEstablishment
Customer ProfileCapture andRecord
CustomerPreferencesCapture andRecord
Prospect NeedsAnalysis
Track and ReportProspect Result
Potential SolutionsIdentification
UnderstandCustomer Need
Qualify Customer
Develop SolutionAlternatives
CustomizeSolutions toCustomerRequirem
Confirm SolutionAvailability
Sales ProposalDevelopment
Solution DetailsNegotiation
Sales Closure
SolutionDetermination Withthe Customer
ProductDevelopmentInquiry
Up & Cross SaleOpportunitiesIdentifica
Up & Cross SalePackagesApplication
Level
2
3
4
Where Next?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
AgendaAgenda
NGOSS InitiativeProgramPlan
Conclusions
Background – The Changing Industry
Introduction – The TM Forum
Progress to Date
eTOM - The Business ViewBusiness Process FrameworkOngoing Work
ConclusionsConclusions 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
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