Business Process

Framework (eTOM)

For The Information and Communications Services Industry

Addendum E:
Application Note: End-to-End Business Flows

Release 9.1
GB921 Addendum E
TM Forum Approved Version 9.4

April, 2011

TM Forum 2011

 Business Process Framework (eTOM) – End-to-End Business Flows

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 Business Process Framework (eTOM) – End-to-End Business Flows

Table of Contents
NOTICE ......................................................................................................................................................................................... 2
TABLE OF CONTENTS............................................................................................................................................................. 3
EXECUTIVE SUMMARY ......................................................................................................................................................... 6
INTRODUCTION ........................................................................................................................................................................ 7
1. END-TO-END BUSINESS STREAMS............................................................................................................................ 9
1.1. CUSTOMER-CENTRIC END-TO-END BUSINESS STREAMS ........................................................................................... 10
1.2. NETWORK END-TO-END BUSINESS STREAMS............................................................................................................. 10
2. CUSTOMER CENTRIC PROCESS FLOWS.............................................................................................................. 12
2.1. PROCESS FLOWS FOR REQUEST-TO-ANSWER ............................................................................................................. 13
2.1.1. Overview.............................................................................................................................................................. 13
2.1.2. Assumptions: ....................................................................................................................................................... 13
2.1.3. eTOM Mapping ................................................................................................................................................... 13
2.1.4. Detailed Process-Flow (Level 3)........................................................................................................................ 14
2.1.5. Detailed Process-Flow (Level 3) BPNM ........................................................................................................... 15
2.1.6. Detailed Information........................................................................................................................................... 16
2.2. PROCESS FLOWS FOR ORDER-TO-PAYMENT ............................................................................................................... 17
2.2.1. Overview.............................................................................................................................................................. 17
2.2.2. Assumptions: ....................................................................................................................................................... 17
2.2.3. eTOM Mapping ................................................................................................................................................... 17
2.2.4. Detailed Process-Flow (Level 3)........................................................................................................................ 18
2.2.5. Detailed Process-Flow (Level 3) BPMN ........................................................................................................... 19
2.2.6. Detailed Information........................................................................................................................................... 20
2.3. PROCESS FLOWS FOR USAGE-TO-PAYMENT ............................................................................................................... 21
2.3.1. Overview.............................................................................................................................................................. 21
2.3.2. Assumptions: ....................................................................................................................................................... 21
2.3.3. eTOM Mapping ................................................................................................................................................... 21
2.3.4. Detailed Process-Flow (Level 3)........................................................................................................................ 22
2.3.5. Detailed Process-Flow (Level 3) BPMN ........................................................................................................... 23
2.3.6. Detailed Information........................................................................................................................................... 24
2.4. PROCESS FLOWS FOR REQUEST-TO-CHANGE.............................................................................................................. 25
2.4.1. Overview.............................................................................................................................................................. 25
2.4.2. Assumptions: ....................................................................................................................................................... 25
2.4.3. eTOM Mapping ................................................................................................................................................... 25
2.4.4. Detailed Process-Flow (Level 3)........................................................................................................................ 26
2.4.5. Detailed Process-Flow (Level 3) BPMN ........................................................................................................... 27
2.4.6. Detailed Information........................................................................................................................................... 28
2.5. PROCESS FLOWS FOR TERMINATION-TO-CONFIRMATION .......................................................................................... 29
2.5.1. Overview.............................................................................................................................................................. 29
2.5.2. Assumptions: ....................................................................................................................................................... 29
2.5.3. eTOM Mapping ................................................................................................................................................... 29
2.5.4. Detailed Process-Flow (Level 3)........................................................................................................................ 30
2.5.5. Detailed Process-Flow (Level 3) BPMN ........................................................................................................... 31
2.5.6. Detailed Information........................................................................................................................................... 32
2.6. PROCESS FLOWS FOR PROBLEM-TO-SOLUTION .......................................................................................................... 33
2.6.1. Overview.............................................................................................................................................................. 33
2.6.2. Assumptions: ....................................................................................................................................................... 33
2.6.3. eTOM Mapping ................................................................................................................................................... 33
2.6.4. Detailed Process-Flow (Level 3)........................................................................................................................ 34

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2.6.5. Detailed Process-Flow (Level 3) BPMN ........................................................................................................... 35
2.6.6. Detailed Information........................................................................................................................................... 36
2.7. PROCESS FLOWS FOR COMPLAINT-TO-SOLUTION ...................................................................................................... 37
2.7.1. Overview.............................................................................................................................................................. 37
2.7.2. Assumptions: ....................................................................................................................................................... 37
2.7.3. eTOM Mapping ................................................................................................................................................... 37
2.7.4. Detailed Process-Flow (Level 3)........................................................................................................................ 38
2.7.5. Detailed Process-Flow (Level 3) BMN .............................................................................................................. 39
2.7.6. Detailed Information........................................................................................................................................... 40
3. NETWORK CENTRIC PROCESS FLOWS ............................................................................................................... 41
3.1. PROCESS FLOWS FOR PRODUCTION ORDER-TO-ACCEPTANCE .................................................................................. 42
3.1.1. Overview.............................................................................................................................................................. 42
3.1.2. Assumptions: ....................................................................................................................................................... 42
3.1.3. eTOM Mapping ................................................................................................................................................... 43
3.1.4. Detailed Process-Flow (Level 3)........................................................................................................................ 44
3.1.5. Detailed Process-Flow (Level 3) BPMN .......................................................................................................... 45
3.1.6. Detailed Information........................................................................................................................................... 46
3.2. PROCESS FLOWS FOR TROUBLE TICKET-TO-SOLUTION ............................................................................................. 47
3.2.1. Overview.............................................................................................................................................................. 47
3.2.2. Assumptions: ....................................................................................................................................................... 47
3.2.3. eTOM Mapping ................................................................................................................................................... 48
3.2.4. Detailed Process-Flow (Level 3)........................................................................................................................ 49
3.2.5. Detailed Process-Flow (Level 3) BPMN ........................................................................................................... 50
3.2.6. Detailed Information........................................................................................................................................... 51
3.3. PROCESS FLOWS FOR USAGE-TO-USAGE DATA ......................................................................................................... 52
3.3.1. Overview.............................................................................................................................................................. 52
3.3.2. Assumptions: ....................................................................................................................................................... 52
3.3.3. eTOM Mapping ................................................................................................................................................... 53
3.3.4. Detailed Process-Flow (Level 3)........................................................................................................................ 54
3.3.5. Detailed Process-Flow (Level 3) BPMN ........................................................................................................... 55
3.3.6. Detailed Information........................................................................................................................................... 56
3.4. PROCESS FLOWS FOR CAPACITY MANAGEMENT ........................................................................................................ 57
3.4.1. Overview.............................................................................................................................................................. 57
3.4.2. Assumptions: ....................................................................................................................................................... 57
3.4.3. eTOM Mapping ................................................................................................................................................... 58
3.4.4. Detailed Process-Flow (Level 3)........................................................................................................................ 60
3.4.5. Detailed Process-Flow (Level 3) BPMN ........................................................................................................... 61
3.4.6. Detailed Information........................................................................................................................................... 62
3.5. PROCESS FLOWS FOR SERVICE LIFECYCLE MANAGEMENT ....................................................................................... 63
3.5.1. Overview.............................................................................................................................................................. 63
3.5.2. Assumptions: ....................................................................................................................................................... 63
3.5.3. eTOM Mapping ................................................................................................................................................... 64
3.5.4. Detailed Process-Flow (Level 3)........................................................................................................................ 65
3.5.5. Detailed Process-Flow (Level 3) BPMN ........................................................................................................... 66
3.5.6. Detailed Information........................................................................................................................................... 67
3.6. PROCESS FLOWS FOR RESOURCE LIFECYCLE MANAGEMENT .................................................................................... 68
3.6.1. Overview.............................................................................................................................................................. 68
3.6.2. Assumptions: ....................................................................................................................................................... 68
3.6.3. eTOM Mapping ................................................................................................................................................... 69
3.6.4. Detailed Process-Flow (Level 3)........................................................................................................................ 70
3.6.5. Detailed Process-Flow (Level 3) BPMN ........................................................................................................... 71
3.6.6. Detailed Information........................................................................................................................................... 72
4. APPENDIX ......................................................................................................................................................................... 73
4.1. THE EVOLUTION OF ETOM PROCESS FLOWS ............................................................................................................. 73

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4.2. DOCUMENT HISTORY ................................................................................................................................................... 74
4.2.1. Version History ................................................................................................................................................... 74
4.2.1. Release History ................................................................................................................................................... 74
4.3. HOW TO COMMENT ON THIS DOCUMENT ..................................................................................................................... 74

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Executive Summary
Due to increasing competition in the global telecommunication markets, it is essential
for telcos to continuously improve their cost and quality position.
Within this context, the definition of efficient and customer-oriented business
processes is a crucial success factor. The Business Process Framework eTOM
comprises of functional process structures, i.e. Market, Product & Customer, Service,
Resource and Supply / Partner processes. The Process Model discussed in this
paper complements eTOM by providing an end-to-end process flow driven view to
the different functional groupings. Within the TM Forum Business Process
Framework, eTOM Level 1 – 3 already exists as a standard. However, the
implementation of this standard can be facilitated through the further enhancement in
terms of process flows at Level 3 as demonstrated in Figure 1. Therefore, this
document gives clear recommendations on how to develop the core Customer
Centric and Network process flows which are compliant with eTOM Level 1 – 3.
This document is an Application Note, aiming to document an approach based on
industry experience that sets out a structure for considering how these flows can be
organised against the overall business needs, and provides a number of process
flows that address these needs. Note that, as an Application Note, this material
should not be read as normative – i.e. a single standardised approach – but rather as
a representative mechanism that provides a useful base for others to build on. Other
approaches, with different organizational structures which may lead to other process
flows, are also possible. It is the goal of work like this to assist convergence for the
industry, but not to impose a single approach, where there are other variations and
alternatives that make sense.

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Introduction
Due to increasing competition in the global telecommunication markets, it is essential
for telcos to continuously improve their cost and quality position. One of the most
renowned and discussed approaches for improving competitiveness in the last
decade is Business Process Management. Business Process Management is about
improving organizational performance through the definition, implementation and
management of operational, as well as, enterprise (management) processes.
Over the last years, customer satisfaction has become one of the most critical factors
to success in an environment which is characterized by growing market transparency,
increasing demands from the customers, and reduced customer loyalty. By improving
customer loyalty, existing turnover can be secured or even increased – either through
growth in terms of turnover per existing customer, or through new customers. The key
to success is, however, not purely a case of clever customer loyalty programs, but
also the consistent orientation of the core processes towards customers’
requirements. The benefit of marketing measures will be short term if customer
orientation is not taken seriously in terms of the company’s interaction with the
customers.

Figure 1 Process Model and eTOM Flows

Within this context, the definition of efficient and customer-oriented business
processes is a crucial success factor. The Business Process Framework eTOM
comprises of functional process structures, i.e. Market, Product & Customer, Service,
Resource and Supply / Partner processes. The Process Model discussed in this
paper complements eTOM by providing an end-to-end process flow driven view to
the different functional groupings.
Note that this can be considered as a customized extension to the standardised
Business Process Framework structure, which may be useful for some areas of
application. This does not preclude other such extensions and customized views,
where these are found useful also. In particular, note that the structure shown in
Figure 1 and subsequent figures is not a “different” process model, since this is not
proposed as a different process hierarchy. The process hierarchy is still that of the
Business Process Framework, and no changes to the decomposition structure in the
Business Process Framework are being introduced here. Instead, the structure
shown can be thought of as a view of what happens inside a company’s organization,

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 Business Process Framework (eTOM) – End-to-End Business Flows
when the process elements from the Business Process Framework are allocated to
departments and business units. The view on the left in Figure 1, which is then shown
also in Figure 2, can be considered as such an organizational view, and not in any
sense in conflict with the decomposition hierarchy of the Business Process
Framework, since this organizational view makes direct use of the process elements
from the Business Process Framework. The concepts here are discussed at some
length in Addendum G “Guide to Applying the Business Process Framework”, and
the approach above is in line with this.
Within the TM Forum Business Process Framework, eTOM Level 1 – 3 already exists
as a standard. However, the implementation of this standard can be facilitated
through further enhancement in terms of process flows at Level 3 as demonstrated in
Figure 1. Therefore, this document gives clear guidance on how to develop the
identified core Customer Centric and Network process flows, which are designed to
be compliant with eTOM Level 1 – 3.

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1. End-to-End Business Streams

Generally, a service provider can be structured into core business processes, as well
as control and support processes. One perspective that can be useful for the core
business processes is to view these as consisting of the Customer Centric processes
and three additional process areas: Customer, Product & Service and Network.
These can be seen to represent process domains arranged as end-end business
streams which show a focus across the Service Provider for the area of business
activity concerned. Note that the use of the terms “process domains” and “end-end
business streams” here is just intended to explain this broad business context and is
not a new element of structure or terminology within the core Business process
Framework. Note also that there is further work underway as part of the Business
Process Framework development, to elaborate the concept of end-end business
streams, and to show how these may be used as a stepping stone between the
“static” Business Process Framework itself, with its hierarchical structure of process
elements, and the “dynamic” process flows that show how these process elements
can be linked in practice.
In this model, the Customer Centric processes are characterized as being initiated by
the customer and ending at the customer. Additionally, the processes involved
include all other core processes, which are not directly initiated by a customer (e.g.
marketing campaign, product lifecycle management, network operations). This
document focuses on the process flows for the Customer Centric and Network
processes.
Processes
Control

Corporate Mgmt & Human Resources Finance &

Business Excellence Management Risk Management

Customer Domain Product & Services Domain

Core Business
Processes

Customer Centric Processes

Network Domain
Processes
Support

IT Management Procurement External Relations

Figure 2 A Process view focused on customer-centric processes

The Customer Centric processes have several interactions with the other three
process areas/domains. For instance, they might be initiated by relevant activities in
the sense of CRM at the Customer domain, and interactions may include trouble
solving in the Network domain and the Product & Service domain.

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Process Domain Overview

Customer-Centric-Processes
customer
customer
Customer

Product-
Domain
Customer-
Domain

Network-Domain

Figure 3 Process domain view - example

1.1. Customer-Centric End-to-End

Business Streams
A total of seven Customer Centric Processes represent the customer view and
interaction with the telecommunication company. These processes start with the
customer initiating the contact. They end with the fulfilment of his/her request.
Customer Centric processes include activities such as handling information requests,
new sale, billing and invoice generation or problem and complaint handling.

Customer Product & Services

Request-to-answer
Order-to-payment
Usage-to-payment
Request-to-change
customer customer
Termination-to-confirmation
Problem-to-solution
Complaint-to-solution

Network

Figure 4 Customer Centric processes

1.2. Network End-to-End Business

Streams
This consists of seven Network processes, which represent the network operations’
view and interaction within the telecommunications company. Network processes

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include activities such as order handling, trouble ticket management, billing, capacity
management, and service lifecycle management

Figure 5 Network processes

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2. Customer Centric Process Flows

This section includes sample process-flows (eTOM level 3) relevant to the Customer
Centric focus. The process flows for the seven Customer Centric end-to-end
processes recommend how to apply the Operations part of eTOM to a service
provider.

Operations

RA: Request-to-Answer
Operations Fulfillment Assurance Billing &
Support & Revenue Mgmt
Readiness OP: Order-to-Payment

UP: Usage-to-Payment

RC: Request-to-Change
customer customer
TC: Termination-to-Confirmation

PS: Problem-to-Solution

CS: Complaint-to-Solution

Figure 6: eTOM and Customer-Centric processes

Remark: The flow illustration uses level 3 process elements of the Business Process
Framework eTOM. In some diagrams you will find databases which are added
to explain the flow. The Databases: Customer Subscription Inventory, Service
Inventory and Resource Inventory are shown to provide a clearer understanding
of the relevant process element They have the following relation to the
Information Framework (SID): Subscription Inventory to the ABE “Customer”,
Service Inventory to “Service Configuration” and Resource Inventory to
“Resource Configuration”.

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2.1. Process Flows for Request-to-

Answer
2.1.1. Overview
• This process comprises of activities relevant to managing customer
requests across all communication channels (customer interfaces).
• Specific information requests or product requests from the customer
are qualified and addressed.
• This could lead to the preparation of a pre-sales offer if the customer
shows interest in a particular product.

2.1.2. Assumptions:
• The offer preparation may or may not lead to a reservation of
resources in advance.
• Resources might be reserved for some special products or customers
depending on the operator‘s policies and procedures.
• If the offer is accepted by the customer, the next process ‘Order to
Payment‘ is triggered.

2.1.3. eTOM Mapping

eTOM Level2

1.1.1.1 CRM - Support & Request-to-Answer
Readiness

1.1.1.2 Customer Interface
Management Operations

1.1.1.3 Marketing Fulfillment Operations Support & Fulfillment Assurance Billing & Revenue Mgmt
Readiness
Response Customer Interface Management
Customer Relationship Bill Payments &

1.1.1.4 Selling Management Selling
Receivables Management

1.1.1.5 Order Handling Bill Invoice Bill Inquiry
CRM Marketing Customer Management Handling
Order Problem

1.1.1.9 Retention & Loyalty Support & Fulfillment
Handling Handling
QoS / SLA
Readiness Response Management Manage
Charging
Billing Events
Retention & Loyalty
Service Management & Operations

SM&O Service Service Service

Service Guiding &
Support & Configuration Problem Quality
Mediation
Readiness & Activation Management Management

Resource Management & Operations

RM&O Resource Resource Resource
Manage Resource
Support & Trouble Performance Mediation &
Workforce Provisioning
Readiness Management Management Reporting

Resource Data Collection & Distribution

Supplier/Partner Relationship
Management S/P S/P Problem S/P S/P Settlements
Requisition Reporting & Performance & Payments
S/PRM Management Management Management Management
Support &
Readiness
Supplier / Partner Interface Management

Figure 7: Request-to-Answer - Mapping on eTOM Level 2

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2.1.4. Detailed Process-Flow (Level 3)

Figure 8: Request-to-Answer – Process-Flow (Level 3)

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2.1.5. Detailed Process-Flow (Level 3) BPNM

Figure 9: Request-to-Answer – Process-Flow (Level 3) BPMN

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2.1.6. Detailed Information

Tasks

Presentation of portfolio Request-to-Answer

Inform about products

Customer access to product
portfolio Input Output

Handle customer retention and
C ustomer need
Offer
loyalty

C ustomer product request
Product information

Handle customer data

General information request
General information

Off er management

Product catalog
Status information

Handle product request

Product portfolio

Provide status information

Provide consultation

Trigger t o perform cross- or up-
selling activities

Critical Issues

T ime to offer
Request handling time

Amount new customers (per product)
Customer satisfaction measurement

C ustomer requests vs. offers
First done rate

Ability to offer seamless services
Availability of relevant information

Standardized vs. individual offers
Availability of products and services at

Product complexity customer location

Availability of contact center and channels

Figure 10: Request-to-Answer – Detailed Information

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2.2. Process Flows for Order-to-

Payment
2.2.1. Overview
• This process deals with all activities which convert the customer
request or an accepted offer into a ‘Ready for use’ product.
• This process involves capturing customer order information, triggering
the relevant provisioning process and handing over the order to the
Service layer.
• Once the product is successfully provisioned, the customer order is
closed and the customer satisfaction is validated.

2.2.2. Assumptions:
• This scenario is relevant for products offered to the mass customer
base.
• Pre-order feasibility check verifies whether the requested product can
be offered to the customer based on the service / resource availability,
the product portfolio, and the customer’s configuration.
• Pre-order feasibility check would not generally involve the reservation
of resources prior to issuance of customer order.
• However, there might be a reservation of some critical resources,
depending on the operator‘s policies and procedures.

2.2.3. eTOM Mapping

eTOM Level2

1.1.1.1 CRM - Support & Order-to-Payment
Readiness

1.1.1.2 Customer Interface
Management Operations

1.1.1.3 Marketing Fulfillment Operations Support & Fulfillment Assurance Billing & Revenue Mgmt
Readiness
Response Customer Interface Management
Customer Relationship Bill Payments &

1.1.1.4 Selling Management Selling
Receivables Management

1.1.1.5 Order Handling Bill Invoice Bill Inquiry
CRM Marketing Customer Management Handling
Order Problem

1.1.1.9 Retention & Loyalty Support & Fulfillment
Handling Handling
QoS / SLA
Manage
Readiness Response Management Charging

1.1.1.10 Bill Invoice Mgmt Billing Events
Retention & Loyalty

1.1.2.1 SM&O Support &
Service Management & Operations
Readiness
SM&O Service Service Service

1.1.2.2 Service Configuration & Support & Configuration Problem Quality
Service Guiding &
Mediation
Activation Readiness & Activation Management Management

1.1.3.1 RM&O Support &

Resource Management & Operations
Readiness
RM&O Resource Resource Resource
Manage Resource

1.1.3.2 Resource Provisioning Support &
Workforce Provisioning
Trouble Performance Mediation &
Readiness Management Management Reporting

1.1.4.1 S/PRM Support &
Resource Data Collection & Distribution
Readiness
Supplier/Partner Relationship

1.1.4.2 S/P Requisition Management S/P S/P Problem S/P S/P Settlements
Management Requisition Reporting & Performance & Payments
S/PRM Management Management Management Management

1.1.4.5 S/P Settlements & Support &
Readiness
Payments Management Supplier / Partner Interface Management

Figure 11: Order-to-Payment - Mapping on eTOM Level 2

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2.2.4. Detailed Process-Flow (Level 3)

Figure 12: Order-to-Payment – Process-Flow (Level 3)

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2.2.5. Detailed Process-Flow (Level 3) BPMN

Figure 13: Order-to-Payment – Process-Flow (Level 3) BPMN

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2.2.6. Detailed Information

Tasks

Handle customer contract Order-to-Payment

Handle customer data

Handle customer order

Check creditworthiness Input Output

Order monitoring
Accepted offer
Invoice

Check order entry
Contract
Ready for service confirmation

Initiation of production order
Inventory information
Hardware, firmware, software

Convert the customer
Customer data
Order confirmation
interaction
Product elements, their relations and

Consider service / resource / constraints
supplier partner layer
Suppliers, distributors, subcontractors, etc.

Testing of services and (SLAs)
resources

Activation of products

Trigger to start data collection
for billing Critical Issues

Generate & provide invoice
Rework rate
Reliability

Trigger to start ongoing
Short cycle time between contract closure
Availability of relevant resources (e.g.
operation and service usage (Time to Customer (TTC)) services, CPE, field service rep, partners)

Order splitting
In-time delivery of different product elements

Trigger to perform cross- or up-
Time of order handling
selling activities
Ability to offer seamless services

Figure 14: Order-to-Payment – Detailed Information

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2.3. Process Flows for Usage-to-

Payment
2.3.1. Overview
• This process deals with all activities related to the handling of the
product/service usage.
• The accuracy of pricing is ensured and all usage data is captured and
duly processed for billing information requests and bill generation.

2.3.2. Assumptions:
• This scenario is relevant for products offered to the mass customer
base.
• The process elements ‘Mediate Resource Usage Records‘ and
‘Guide Resource Usage Records‘ are not always applicable.
• ‘Perform Rating‘ element is usually under the Customer layer for
customized products, and under the Service layer for standardized
products.

2.3.3. eTOM Mapping

eTOM Level2

1.1.1.1 CRM - Support & Usage-to-Payment
Readiness

1.1.1.2 Customer Interface
Management Operations

1.1.1.7 Customer QoS/SLA Operations Support & Fulfillment Assurance Billing & Revenue Mgmt
Readiness
Management Customer Interface Management
Customer Relationship Bill Payments &

1.1.1.9 Retention & Loyalty Management Selling
Receivables Management

1.1.1.10 Bill Invoice Bill Invoice Bill Inquiry
CRM Marketing Customer Management Handling
Management Support & Fulfillment
Order Problem
QoS / SLA
Handling Handling Manage
Readiness Response Management Charging

1.1.1.13 Charging Billing Events

1.1.1.14 Manage Billing Events Retention & Loyalty

Service Management & Operations

1.1.2.5. Service Guiding &
Mediation SM&O Service Service Service
Service Guiding &
Support & Configuration Problem Quality
Mediation

1.1.3.6 Resource Mediation & Readiness & Activation Management Management

Reporting
Resource Management & Operations

1.1.4.1 S/PRM Support &
RM&O Resource Resource Resource
Readiness Support &
Manage Resource
Trouble Performance Mediation &
Workforce Provisioning
Readiness Management Management Reporting

1.1.4.5 S/P Settlements &
Resource Data Collection & Distribution
Payments Management
Supplier/Partner Relationship
Management S/P S/P Problem S/P S/P Settlements
Requisition Reporting & Performance & Payments
S/PRM Management Management Management Management
Support &
Readiness
Supplier / Partner Interface Management

Figure 15: Usage-to-Payment - Mapping on eTOM Level 2

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2.3.4. Detailed Process-Flow (Level 3)

Figure 16: Usage-to-Payment – Process-Flow (Level 3)

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2.3.5. Detailed Process-Flow (Level 3) BPMN

Figure 17: Usage-to-Payment – Process-Flow (Level 3) BPMN

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2.3.6. Detailed Information

Tasks

Customer uses product Usage-to-Payment

Collect usage data

Manage customer QoS / SLA

Execute self service Input Output

Execute self administration
Ready for service
Close session

Analyze usage records
Usage of product
Invoice

Mediate usage records
Customer administration service
Usage data report

Rate usage records
Change of product administration

Generate invoice
Trigger to cross and up-selling

Provide invoice

Trigger to perform cross- or up-
selling activities

Generate customer insights

Product insights

Network insights Critical Issues

Identify relevant marketing
Timely and accurate invoice
Transparency about billing relevant
activities marketing activities

Monitoring of service level / QoS

Usage record collection

Achieved service level

Consistency of tariff configurations

Usability

Figure 18: Usage-to-Payment – Detailed Information

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2.4. Process Flows for Request-to-

Change
2.4.1. Overview
• This process deals with all activities which convert the customer‘s
change request into a ‘Ready for use’ product.
• This process involves capturing customer order information, triggering
the relevant provisioning process and handing over the order to the
Service layer.
• Once the product is successfully provisioned, the customer order is
closed and the customer satisfaction is validated.

2.4.2. Assumptions:
• This scenario is relevant for products offered to the mass customer
base.
• Pre-order feasibility check verifies whether the requested change can
be implemented for the customer based on the service / resource
availability, the product portfolio, and the customer’s configuration.
• Pre-order feasibility check would not generally involve the reservation
of resources prior to issuance of customer order.
• However, there might be a reservation of some critical resources,
depending on the operator‘s policies and procedures.

2.4.3. eTOM Mapping

eTOM Level2

1.1.1.1 CRM - Support & Request-to-Change
Readiness

1.1.1.2 Customer Interface
Management Operations

1.1.1.3 Marketing Fulfillment Operations Support & Fulfillment Assurance Billing & Revenue Mgmt
Readiness
Response Customer Interface Management
Customer Relationship Bill Payments &

1.1.1.4 Selling Management Selling
Receivables Management

1.1.1.5 Order Handling Bill Invoice Bill Inquiry
CRM Marketing Customer Management Handling
Order Problem

1.1.1.9 Retention & Loyalty Support & Fulfillment
Handling Handling
QoS / SLA
Manage
Readiness Response Management Charging

1.1.1.10 Bill Invoice Mgmt Billing Events
Retention & Loyalty

1.1.2.1 SM&O Support &
Service Management & Operations
Readiness
SM&O Service Service Service

1.1.2.2 Service Configuration & Support & Configuration Problem Quality
Service Guiding &
Mediation
Activation Readiness & Activation Management Management

1.1.3.1 RM&O Support &

Resource Management & Operations
Readiness
RM&O Resource Resource Resource
Manage Resource

1.1.3.2 Resource Provisioning Support &
Workforce Provisioning
Trouble Performance Mediation &
Readiness Management Management Reporting

1.1.4.1 S/PRM Support &
Resource Data Collection & Distribution
Readiness
Supplier/Partner Relationship

1.1.4.2 S/P Requisition Management S/P S/P Problem S/P S/P Settlements
Management Requisition Reporting & Performance & Payments
S/PRM Management Management Management Management

1.1.4.5 S/P Settlements & Support &
Readiness
Payments Management Supplier / Partner Interface Management

Figure 19: Request-to-Change - Mapping on eTOM Level 2

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2.4.4. Detailed Process-Flow (Level 3)

Figure 20: Request-to-Change Process-Flow (Level 3)

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2.4.5. Detailed Process-Flow (Level 3) BPMN

Figure 21: Request-to-Change – Process-Flow (Level 3) BPMN

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2.4.6. Detailed Information

Tasks

Handle customer contract Request-to-Change

Handle customer data

Order monitoring

Check order entry Input Output

Initiation of production order
Customer change request
Invoice

Initiation of termination order
Contract
Ready for service confirmation

Convert the customer
Inventory information
Change information
interaction
Customer data
Hardware, firmware, software

Consider service / resource /
Product elements, their relations and
Trigger to cross and up-selling
supplier partner layer constraints

Testing of services and
Suppliers, distributors, subcontractors, etc.
resources (SLAs)

Activation of products

Trigger to start data collection
for billing

Generate & provide invoice Critical Issues

Trigger to start ongoing
Low impact on customers regarding changes
Time of order handling
operation
Rework rate
Ability to offer seamless services

Initiate of removal
Short cycle time between change request
Opportunity for cross- and up-selling

Initiate parameter upgrade and service usage

Order splitting
In-time delivery of different product elements

Trigger to perform cross- or up-
Period of termination
selling activities

Figure 22: Request-to-Change – Detailed Information

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2.5. Process Flows for Termination-to-

Confirmation
2.5.1. Overview
• This process deals with all activities related to the execution of
customer‘s termination request.
• This process involves retention activities, capturing customer order
information, triggering the relevant provisioning process and handing
over the order to the Service layer.
• Once the product is successfully terminated, the customer order is
closed and the customer satisfaction is validated.

2.5.2. Assumptions:
• This scenario is relevant for products offered to the mass customer
base.
• This process includes the termination of a customer order or a
product.
• Pre-order feasibility check verifies whether the requested termination
can be executed based on the customer’s current configuration.

2.5.3. eTOM Mapping

eTOM Level2

1.1.1.1 CRM - Support & Termination-to-Confirmation
Readiness

1.1.1.2 Customer Interface
Management Operations

1.1.1.3 Marketing Fulfillment Operations Support & Fulfillment Assurance Billing & Revenue Mgmt
Readiness
Response Customer Interface Management
Customer Relationship Bill Payments &

1.1.1.4 Selling Management Selling
Receivables Management

1.1.1.5 Order Handling Bill Invoice Bill Inquiry
CRM Marketing Customer Management Handling
Order Problem

1.1.1.9 Retention & Loyalty Support & Fulfillment
Handling Handling
QoS / SLA
Manage
Readiness Response Management Charging

1.1.1.10 Bill Invoice Mgmt Billing Events
Retention & Loyalty

1.1.2.1 SM&O Support &
Service Management & Operations
Readiness
SM&O Service Service Service

1.1.2.2 Service Configuration & Support & Configuration Problem Quality
Service Guiding &
Mediation
Activation Readiness & Activation Management Management

1.1.3.1 RM&O Support &

Resource Management & Operations
Readiness
RM&O Resource Resource Resource
Manage Resource

1.1.3.2 Resource Provisioning Support &
Workforce Provisioning
Trouble Performance Mediation &
Readiness Management Management Reporting

1.1.4.1 S/PRM Support &
Resource Data Collection & Distribution
Readiness
Supplier/Partner Relationship

1.1.4.2 S/P Requisition Management S/P S/P Problem S/P S/P Settlements
Management Requisition Reporting & Performance & Payments
S/PRM Management Management Management Management

1.1.4.5 S/P Settlements & Support &
Readiness
Payments Management Supplier / Partner Interface Management

Figure 23: Termination-to-Confirmation - Mapping on eTOM Level 2

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2.5.4. Detailed Process-Flow (Level 3)

Figure 24: Termination-to-Confirmation – Process-Flow (Level 3)

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2.5.5. Detailed Process-Flow (Level 3) BPMN

Figure 25: Termination-to-Confirmation – Process-Flow (Level 3) BPMN

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2.5.6. Detailed Information

Tasks

Handle customer contract Termination-to-Confirmation

Handle customer data

Order monitoring

Check order entry Input Output

Initiation of termination order
Customer termination request
Final invoice

Convert the customer
Contract
Termination request confirmation
interaction
Inventory information
Win back

Consider service / resource /
Customer data
Trigger to cross and up-selling
supplier partner layer

Suppliers, distributors, subcontractors, etc.

Generate final invoice (SLAs)

Provide final invoice

Initiate switch off

Initiate of removal

Initiate win back

Trigger to perform cross- or up-
selling activities
Critical Issues

Customer satisfaction measurement
Ability to offer seamless services

Cycle time between termination request to
Analysis of termination reason
switch off / removal
Ability to turn termination request into a win

Period of termination back

Period of termination (S/P)

Time of order handling

Figure 26: Termination-to-Confirmation – Detailed Information

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2.6. Process Flows for Problem-to-

Solution
2.6.1. Overview
• This process deals with a technical complaint (problem) initiated by
the customer, analyzes it to identify the source of the issue, initiates
resolution, monitors progress and closes the trouble ticket.
• The basis for a problem is an unplanned interruption to a product /
service or reduction in the quality of a product/service. (In comparison,
the process “complaint-to-solution” deals with customer inquiries in
which the customer is not pleased with a product or handling speed of
an inquiry etc.)

2.6.2. Assumptions:
• This scenario is relevant only for technical complaints which are
termed as ‘problems’.
• Problems such as no outgoing call or sms and faulty handset, may be
resolved at first level support or re-directed to other layers
• Non-technical complaints will be dealt by another scenario
‚Complaint-to-Solution‘.

2.6.3. eTOM Mapping

eTOM Level2

1.1.1.1 CRM - Support & Problem-to-Solution
Readiness

1.1.1.2 Customer Interface
Management Operations

1.1.1.6 Problem Handling Operations Support & Fulfillment Assurance Billing & Revenue Mgmt
Readiness

1.1.1.9 Retention & Loyalty Customer Interface Management
Customer Relationship Bill Payments &

1.1.1.10 Bill Invoice Mgmt Management Selling
Receivables Management
Bill Invoice Bill Inquiry

1.1.1.12 Bill Inquiry Handling CRM Marketing Customer Management Handling
Order Problem
Support & Fulfillment QoS / SLA

1.1.2.3. Service Problem Readiness Response
Handling Handling
Management Manage
Charging
Management Billing Events
Retention & Loyalty

1.1.3.3. Resource Trouble
Service Management & Operations
Management
SM&O Service Service Service

1.1.4.3. S/P Problem Reporting Support & Configuration Problem Quality
Service Guiding &
Mediation
and Management Readiness & Activation Management Management

Resource Management & Operations

RM&O Resource Resource Resource
Manage Resource
Support & Trouble Performance Mediation &
Workforce Provisioning
Readiness Management Management Reporting

Resource Data Collection & Distribution

Supplier/Partner Relationship
Management S/P S/P Problem S/P S/P Settlements
Requisition Reporting & Performance & Payments
S/PRM Management Management Management Management
Support &
Readiness
Supplier / Partner Interface Management

Figure 27: Problem-to-Solution - Mapping on eTOM Level 2

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2.6.4. Detailed Process-Flow (Level 3)

Figure 28: Problem-to-Solution – Process-Flow (Level 3)

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2.6.5. Detailed Process-Flow (Level 3) BPMN

Figure 28: Problem-to-Solution – Process-Flow (Level 3) BPMN

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2.6.6. Detailed Information

Tasks

Handle trouble (e.g. customer Problem-to-Solution
incident)

Handle customer retention and
loyalty Input Output

Receive trouble (e.g. customer

Customer trouble (e.g. customer incident)
Resolved trouble (e.g. customer incident)
incident)

QoS monitoring report
Record on customer satisfaction

Qualify trouble (e.g. customer
incident)
Customer retention philosophy
Credit note or invoice (if applicable)

Manage trouble (e.g. customer
Identified improvement potential (if
incident) applicable)

Track and monitor trouble (e.g.
Trigger to cross and up-selling
customer incident)

Ticket handling

Trigger to perform cross- or up-
selling activities

Critical Issues

Availability of contact center and channels
Usage of relevant information for the

Response time of the trouble (e.g. incidents) continuous process improvement

Time to solution / conclusion
Permanent elimination of the problem reason

Ratio of 1st and 2nd level resolutions

Customer satisfaction measurement

Stabilize endangered customer relationship

Figure 29: Problem-to-Solution – Detailed Information

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2.7. Process Flows for Complaint-to-

Solution
2.7.1. Overview
• This process deals with a complaint (problem) initiated by the
customer, analyzes it to identify the source of the issue, initiates
resolution, monitors progress and closes the trouble ticket.
• A complaint is a customer inquiry in which the customer is not
pleased with a product or the handling speed of an inquiry etc.

2.7.2. Assumptions:
• This scenario is relevant only for non-technical complaints which are
termed as ‘problems’.
• Complaints such as over-due provisioning, quality of customer service
and bill adjustments will fall under the scope of this process.

2.7.3. eTOM Mapping

eTOM Level2

1.1.1.1 CRM - Support & Complaint-to-Solution
Readiness

1.1.1.2 Customer Interface
Management Operations

1.1.1.6 Problem Handling Operations Support & Fulfillment Assurance Billing & Revenue Mgmt
Readiness

1.1.1.9 Retention & Loyalty Customer Interface Management
Customer Relationship Bill Payments &

1.1.1.10 Bill Invoice Mgmt Management Selling
Receivables Management
Bill Invoice Bill Inquiry

1.1.1.12 Bill Inquiry Handling CRM Marketing Customer Management Handling
Order Problem
Support & Fulfillment QoS / SLA
Handling Handling Manage
Readiness Response Management Charging
Billing Events
Retention & Loyalty
Service Management & Operations

SM&O Service Service Service

Service Guiding &
Support & Configuration Problem Quality
Mediation
Readiness & Activation Management Management

Resource Management & Operations

RM&O Resource Resource Resource
Manage Resource
Support & Trouble Performance Mediation &
Workforce Provisioning
Readiness Management Management Reporting

Resource Data Collection & Distribution

Supplier/Partner Relationship
Management S/P S/P Problem S/P S/P Settlements
Requisition Reporting & Performance & Payments
S/PRM Management Management Management Management
Support &
Readiness
Supplier / Partner Interface Management

Figure 30: Complaint-to-Solution - Mapping on eTOM Level 2

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2.7.4. Detailed Process-Flow (Level 3)

Figure 31: Complaint-to-Solution – Process-Flow (Level 3)

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2.7.5. Detailed Process-Flow (Level 3) BMN

Figure 32: Complaint-to-Solution – Process-Flow (Level 3) BPMN

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2.7.6. Detailed Information

Tasks

Handle customer complaint Complaint-to-Solution

Handle customer retention and
loyalty

Receive customer complaint Input Output

Qualify customer complaint
Customer complaint
Resolved customer complaint

Manage customer complaint
QoS monitoring report
Record on customer satisfaction

Track and monitor customer
Customer retention philosophy
Credit note or invoice (if applicable)
complaint

Identified improvement potential (if

Ticket handling applicable)

Trigger to perform cross- or up-
Elimination of the complain reason
selling activities

Trigger to cross and up-selling

Critical Issues

Availability of contact center and channels
Usage of relevant information for the

Response time of the complaints continuous process improvement

Time to solution / conclusion
Permanent elimination of the complaint
reason

Ratio of 1st and 2nd level resolutions

Customer satisfaction measurement

Stabilize endangered customer relationship

Figure 33: Complaint-to-Solution – Detailed Information

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3. Network Centric Process Flows

This section includes sample process-flows (eTOM level 3) relevant to the Network
Centric focus. The process-flows for the six network end-to-end processes show how
to apply the Operations, Strategy and Enterprise part of eTOM to a service provider.

PA: Production Order-to-Acceptance

Strategy, Infrastructure & Product Operations

TS: Trouble Ticket-to-Solution
Strategy & Infrastructure Product Operations Fulfillment Assurance Billing &
Commit Lifecycle Lifecycle Support & Revenue
Management Management Readiness Mgmt

UU: Usage-to-Usage Data

CAM: Capacity Management

SLM: Service Lifecycle Management

RLM: Resource Lifecycle Management

Enterprise Management

Network

Figure 34: eTOM and Network-Centric processes

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 Business Process Framework (eTOM) – End-to-End Business Flows

3.1. Process Flows for Production

Order-to-Acceptance
3.1.1. Overview
• This scenario manages the provisioning and termination process,
starting from the feasibility check and ending with the activation of
services and resources.
• The order processing includes the verification of service
specifications, the availability check for the services and resources,
and the identification of critical and uncritical resources.
• The reservation or cancellation of critical resources then takes place,
followed by the completion of the suborder with relevant parameters.
• In the end, an overall acceptance test is executed.

3.1.2. Assumptions:
• This scenario is relevant for products offered to the mass customer
base.
• This process can be fully automated, but in some cases manual
activities are also in scope.
• The processes capacity management, service- and resource lifecycle
management manage the requirements of this process.
• The feasibility check considers service-, resource- and workforce
capacities.
• The result of the feasibility check is binding for the offer against the
customer.
• An order cancellation is not possible at all times. After a certain time
period has elapsed, the cancellation of the order cannot be executed.

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3.1.3. eTOM Mapping
eTOM Level2

1.1.2.1 SM&O Support & Production Order-to-Acceptance
Readiness

1.1.2.2 Service Configuration &
Activation Operations

1.1.3.1 RM&O Support & Operations Support & Fulfillment Assurance Billing & Revenue Mgmt
Readiness
Readiness Customer Interface Management
Customer Relationship Bill Payments &

1.1.3.2 Resource Provisioning Management Selling
Receivables Management

1.1.4.1 S/PRM Support & Bill Invoice Bill Inquiry
CRM Marketing Customer Management Handling
Readiness Support & Fulfillment
Order Problem
QoS / SLA
Handling Handling Manage
Readiness Response Management Charging

1.1.4.2 S/P Requisition Billing Events
Management Retention & Loyalty
Service Management & Operations

SM&O Service Service Service

Service Guiding &
Support & Configuration Problem Quality
Mediation
Readiness & Activation Management Management

Resource Management & Operations

RM&O Resource Resource Resource
Manage Resource
Support & Trouble Performance Mediation &
Workforce Provisioning
Readiness Management Management Reporting

Resource Data Collection & Distribution

Supplier/Partner Relationship
Management S/P S/P Problem S/P S/P Settlements
Requisition Reporting & Performance & Payments
S/PRM Management Management Management Management
Support &
Readiness
Supplier / Partner Interface Management

Figure 35: Production Order-to-Acceptance - Mapping on eTOM Level 2

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3.1.4. Detailed Process-Flow (Level 3)

Figure 36: Production Order-to-Acceptance – Process-Flow (Level 3)

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3.1.5. Detailed Process-Flow (Level 3) BPMN

Figure 37: Production Order-to-Acceptance – Process-Flow (Level 3) BPMN

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3.1.6. Detailed Information

Tasks

Handle order entry Production Order-to-Acceptance

Verify customer inventory

Execute feasibility pretest

Check feasibility of resources Input Output

Identify critical resources
Pretest order // Production order // Change
Result of feasibility pretest // Result of

Reserve or cancel critical order // Termination order // Reservation feasibility check // Capacity requirements
resources order // Feasibility order // Cancellation order
Reserved or deallocated resources

Evaluate suppliers // Initiate
Customer inventory, location, configuration
Acknowledgement // Status information
supplier order (if required) and desired dates // Customer priorities

Delivered equipment and components

Execute escalation (if required)
Capacity performance data of CAM

Documented service and resource

Monitor order and binding
Service- // resource specification, including configuration // Documented test results
times, including supplier capabilities of SLM // RLM // Test scenarios

Documented effort for billing
delivery
Supplier list, including OLAs // Time and

Inventory update // Final report

Deploy workforce operation delivery conflicts // Production plan of RLM

Closed realization and supplier order

Execute switch workings

Deliver or receive equipment of Critical Issues
supplier
Level of automation
Delivery on time / budget / quality / quantity

Install, configure or deallocate
Time of order handling
Rework rate
resources // Test resources
Achievement of customers desired date
Effort for switch workings

Activate or deactivate services
Availability of critical resources
Quality of documentation

Execute overall acceptance test
Realistic time schedule
Inventory update

Document results and effort
Effort for switch workings
Missing escalation possibilities

Update inventories

Figure 38: Production Order-to-Acceptance – Detailed Information

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3.2. Process Flows for Trouble Ticket-

to-Solution
3.2.1. Overview
• This process is either triggered internally through a service or
resource alarm, or externally, through a trouble ticket generated
based on a complaint of a customer.
• The process covers the qualification, classification and the elimination
of the service or resource trouble.
• The analysis of trouble includes the verification of trouble ticket or
request, and a delta analysis based on reference and actual values.
• Once the root cause is identified, the trouble eliminated and the
acceptance test completed, the trouble ticket is closed.

3.2.2. Assumptions:
• This scenario is relevant for products offered to the mass customer
base.
• This process can be fully automated, but in some cases manual
activities are also in scope.
• This scenario considers the trouble ticket handling triggered by the
customer and the event-based handling triggered by the network.
• The source which opens a ticket is also responsible for closing it.
• An error database is established and can be enhanced quickly and
easily.
• The assurance and fulfillment processes work with the same data and
information.

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3.2.3. eTOM Mapping
eTOM Level2

1.1.2.1 SM&O Support & Trouble Ticket-to-Solution
Readiness

1.1.2.3 Service Problem
Management Operations

1.1.3.1 RM&O Support & Operations Support & Fulfillment Assurance Billing & Revenue Mgmt
Readiness
Readiness Customer Interface Management
Customer Relationship Bill Payments &

1.1.3.3 Resource Trouble Management Selling
Receivables Management
Management Bill Invoice Bill Inquiry
CRM Marketing Customer Management Handling

1.1.4.1 S/PRM Support & Support & Fulfillment
Order Problem
QoS / SLA
Handling Handling Manage
Readiness Readiness Response Management Charging
Billing Events

1.1.4.3 S/P Problem Reporting Retention & Loyalty
& Management Service Management & Operations

SM&O Service Service Service

Service Guiding &
Support & Configuration Problem Quality
Mediation
Readiness & Activation Management Management

Resource Management & Operations

RM&O Resource Resource Resource
Manage Resource
Support & Trouble Performance Mediation &
Workforce Provisioning
Readiness Management Management Reporting

Resource Data Collection & Distribution

Supplier/Partner Relationship
Management S/P S/P Problem S/P S/P Settlements
Requisition Reporting & Performance & Payments
S/PRM Management Management Management Management
Support &
Readiness
Supplier / Partner Interface Management

Figure 39: Trouble Ticket-to-Solution - Mapping on eTOM Level 2

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3.2.4. Detailed Process-Flow (Level 3)

Figure 40: Trouble Ticket-to-Solution – Process-Flow (Level 3)

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3.2.5. Detailed Process-Flow (Level 3) BPMN

Figure 40: Trouble Ticket-to-Solution – Process-Flow (Level 3) BPMN

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3.2.6. Detailed Information

Tasks

Handle customer trouble or Trouble Ticket-to-Solution
complaint

Handle service trouble

Handle resource trouble Input Output

Handle supplier partner trouble
Trouble ticket or request // Trouble signal
Solution option or approach // Test scenarios

Handle trouble ticket or request
Potential trouble data from usage
Trouble elimination plan

Handle trouble signal
Inventory data // Network KPIs of CAM
Trouble elimination order (if required)

Qualify trouble //Classify trouble
Outage analysis results of CAM
Documented solution of trouble

Identify cause of trouble
Capacity management performance data
Availability and performance requirements to

Collect parameters to prepare
Product- // service- // resource specification, CAM // Information about capacity need to
elimination of trouble including capabilities of PLM // SLM //RLM CAM

Identify risks // Create
Trouble knowledge information // SLAs
Final report // Status information
management report (if required)
Closed trouble ticket or request

Trouble solution options or approaches

Eliminate trouble
Identified improvement potential

Initiate capacity extension (if
required) Critical Issues

Test services or resources
Correctly identified troubles
Availability of solution description

Document solution of trouble
Availability of instruments and control
Handover between support levels

Generate final report systems
Ticket ownership

Track and monitor status
Time to solution preparation
Interface to capacity management

Close trouble ticket or request
Understandable solution description
Time to solution

Initiate improvement process
Dependency from supplier / partner
Quality of documentation

Figure 41: Trouble Ticket-to-Solution – Detailed Information

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 Business Process Framework (eTOM) – End-to-End Business Flows

3.3. Process Flows for Usage-to-Usage

Data
3.3.1. Overview
• This process focuses on the enabling of usage, the collection of
usage records and the monitoring of performance criteria.
• It takes into consideration the authentication and authorization of the
user, including the initiation of subsequently following steps and the
providing of self service.
• During the usage, the collection of usage data records starts.
• After the records pass through the mediation, matching and rating
steps, the bill is produced and distributed to the customer.

3.3.2. Assumptions:
• This scenario is relevant for products offered to the mass customer
base.
• After the authentication and authorization of the user, the usage is
enabled when no connection restrictions exist.
• During the usage, the customer is provided with the option for self-
service or other activities.
• The process elements ‘Mediate Resource Usage Records‘ and
‘Guide Resource Usage Records‘ are not always applicable.
• ‘Perform Rating‘ element is usually under the Customer layer for
customized products, and under the Service layer for standardized
products.

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 Business Process Framework (eTOM) – End-to-End Business Flows
3.3.3. eTOM Mapping
eTOM Level2

1.1.2.1 SM&O Support & Usage-to-Usage Data
Readiness

1.1.2.5 Service Guiding &
Mediation Operations

1.1.3.1 RM&O Support & Operations Support & Fulfillment Assurance Billing & Revenue Mgmt
Readiness
Readiness Customer Interface Management
Customer Relationship Bill Payments &

1.1.3.6 Resource Mediation & Management Selling
Receivables Management
Reporting Bill Invoice Bill Inquiry
CRM Marketing Customer Management Handling

1.1.1.10 Bill Invoice Support & Fulfillment
Order Problem
QoS / SLA
Handling Handling Manage
Management Readiness Response Management Charging
Billing Events

1.1.1.13 Charging Retention & Loyalty
Service Management & Operations

1.1.1.14 Manage Billing Events
SM&O Service Service Service
Service Guiding &
Support & Configuration Problem Quality
Mediation
Readiness & Activation Management Management

Resource Management & Operations

RM&O Resource Resource Resource
Manage Resource
Support & Trouble Performance Mediation &
Workforce Provisioning
Readiness Management Management Reporting

Resource Data Collection & Distribution

Supplier/Partner Relationship
Management S/P S/P Problem S/P S/P Settlements
Requisition Reporting & Performance & Payments
S/PRM Management Management Management Management
Support &
Readiness
Supplier / Partner Interface Management

Figure 42: Usage-to-Usage Data - Mapping on eTOM Level 2

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3.3.4. Detailed Process-Flow (Level 3)

Figure 43: Usage-to-Usage Data – Process-Flow (Level 3)

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 Business Process Framework (eTOM) – End-to-End Business Flows

3.3.5. Detailed Process-Flow (Level 3) BPMN

Figure 43: Usage-to-Usage Data – Process-Flow (Level 3) BPMN

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 Business Process Framework (eTOM) – End-to-End Business Flows

3.3.6. Detailed Information

Tasks

Manage usage requirements Usage-to-Usage Data

Assure availability and
performance of connection and
network resources Input Output

Assure functionalities agreed by

Registration request // Usage request
User authentication // User authorization
usage agreements

Start product or service usage session
Capacity usage information of current

Manage identification of
Order additional services operations
connection restrictions

Ready for service of OP or RC
Information about failed activation

Provide usage functionalities

Close product or service usage session
Additional service order for OP

Handle usage session

Usage parameters
Usage records

Handle usage of additional

services
Tariff parameters // Lock information
Usage statistic for self service and RA

Monitor usage performance
Actually marketing activities of CRM
Usage behavior for PLM, RA and CAM

Identify potential trouble data
SLAs // Agreed QoS parameters
Potential trouble data for TS

Monitor self service activities

Handle usage record collection Critical Issues

Provide self service
User identification
Security of usage record collection and

Service availability storage

Transparency about actual and competing
Usage record collection
network usage
Consistency of tariff configuration

Access to additional services
Transparency of pricing data

Handling of self service
Fallback / recovery scenarios

Figure 44: Usage-to-Usage Data – Detailed Information

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 Business Process Framework (eTOM) – End-to-End Business Flows

3.4. Process Flows for Capacity

Management
3.4.1. Overview
• This process aims to ensure the timely and cost-efficient provisioning
of the accurate capacity of services and components.
• There is a collection and qualification of capacity information and the
analysis of capacity needs to guarantee adequate levels of capacity
for support of operations.
• The scope of capacity management is specified, including the
definition of KPIs and measurement methods.
• After the planning and design phase, the implementation plan is
developed and executed.
• Lastly, the results of capacity management are handed over to
operations and performance is continuously monitored.

3.4.2. Assumptions:
• KPIs and performance measurement features are designed and
established.
• The network relevant data is available and usable.
• This process scenario is integrated in the network expansion planning
process.
• The process scenario manages the requirements of the fulfillment
process.
• This scenario is not technically independent.
• This scenario takes into consideration the capacity and availability
management as per ITIL V3.

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3.4.3. eTOM Mapping
eTOM Level2

1.2.1.2 Product & Offer Portfolio Capacity Management
Planning

1.2.2.1 Service Strategy &
Planning Operations
Strategy, Infrastructure & Product

1.2.2.2 Service Capability Operations Support & Infrastructure Lifecycle Product Lifecycle
Strategy & Commit FulfillmentManagement Assurance Billing
Delivery Readiness Management

1.2.2.3 Service Development & Customer Interface Management
Marketing Relationship
Customer & Offer
Retirement Management Selling Sales
Bill Payments &
Customer DevelopmentManagement
Receivables
Problem

1.1.2.4 Service Quality CRM
Marketing
Fulfillment
Order Handling
QoS / SLA
Bill Invoice Bill Inquiry
Support & Product
Handling
& Offer Marketing ManagementProduct Marketing Product & Offer
Management Product & Offer
Readiness
Market Strategy Response
Capability Capability
Management
Communications
Handling
Development
Portfolio Planning & Policy
Delivery Delivery
Retention & Loyalty & Promotion & Retirement

1.2.3.1 Resource Strategy &
Planning Service Development
Management && Operations
Management

1.2.3.2 Resource Capability SM&O Service Service Service Service &
Support & Strategy Configuration Service Problem Quality Service
Specific Instance
Delivery Service
Readiness & Activation Capability Management Management Development
Rating
& Planning
Delivery & Retirement

1.2.3.3 Resource Development
& Retirement Resource Development
Management && Operations
Management

1.2.4.3 Supply Chain RM&O
Resource
Resource Resource
Support &
Resource Resource Trouble Performance Resource
Development & Change Provisioning
Readiness
Strategy & Capability Management Management Development
Management Planning Delivery
Resource Data Collection & Distribution
& Retirement

Supply Chain Development

Supplier/Partner Relationship
&
Management S/P S/P Problem S/P S/P Settlements
Requisition Reporting & Performance & Payments
Supply Chain
S/PRM Management Supply ChainManagement Management SupplyManagement
Chain
Strategy
Support & & Capability Development &
Planning
Readiness Delivery Change Mgmt
Supplier / Partner Interface Management

Figure 45: Capacity Management - Mapping on eTOM Level 2 – Strategy

eTOM Level2

1.1.2.4 Service Quality Capacity Management
Management

Operations
Operations Support & Fulfillment Assurance Billing & Revenue Mgmt
Readiness
Customer Interface Management
Customer Relationship Bill Payments &
Management Selling
Receivables Management
Bill Invoice Bill Inquiry
CRM Marketing Customer Management Handling
Order Problem
Support & Fulfillment QoS / SLA
Handling Handling Manage
Readiness Response Management Charging
Billing Events
Retention & Loyalty
Service Management & Operations

SM&O Service Service Service

Service Guiding &
Support & Configuration Problem Quality
Mediation
Readiness & Activation Management Management

Resource Management & Operations

RM&O Resource Resource Resource
Manage Resource
Support & Trouble Performance Mediation &
Workforce Provisioning
Readiness Management Management Reporting

Resource Data Collection & Distribution

Supplier/Partner Relationship
Management S/P S/P Problem S/P S/P Settlements
Requisition Reporting & Performance & Payments
S/PRM Management Management Management Management
Support &
Readiness
Supplier / Partner Interface Management

Figure 46: Capacity Management - Mapping on eTOM Level 2 – Operations

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 Business Process Framework (eTOM) – End-to-End Business Flows
eTOM Level2

1.3.1.1 Strategic Business Capacity Management
Planning

Enterprise
Strategic & Enterprise Planning Enterprise Risk Management
Strategic Enterprise
Business
Business Architecture
Development
Planning Management

ITIL Release
Group Enterprise ITIL Change
and Deployment
Management Management
Management

Enterprise Effectiveness Management Knowledge & Research Mgmt Financial & Asset Mgmt

Stakeholder & External Relations Mgmt Human Resources Management

Figure 47: Capacity Management - Mapping on eTOM Level 2 - Enterprise

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 Business Process Framework (eTOM) – End-to-End Business Flows

3.4.4. Detailed Process-Flow (Level 3)

Market Product & Customer

Strategic Business Establish Product

Planning Portfolio Strategy

Service
Design Service Manage Service Manage Service Manage Handover to New Capacity
Establish Service Handed O ver to
Strategy & G oals Capabilities Capability Delivery Deployment Service Operations
Operations

Capture Service Produce Service

Capability Shortfalls Business Plans

Map & Analyze Service Analyze Service

Requirements Q uality

Resource (Application, Computing and Network)

Establish Resource Design Resource Manage Resource Manage Resource Manage Handover to
Strategy & Architecture Capabilities Capability Delivery Deployment Resource O perations

Capture Resource Produce Resource

Capability Shortfalls Business Plans

Map & Analyze Analyze Resource

Resource Performance
Requirements

Supplier/ Partner
Manage
Supplier/Partner
Engagement

Figure 48: Capacity Management – Process-Flow (Level 3)

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 Business Process Framework (eTOM) – End-to-End Business Flows

3.4.5. Detailed Process-Flow (Level 3) BPMN

Figure 49: Capacity Management – Process-Flow (Level 3) BPMN

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 Business Process Framework (eTOM) – End-to-End Business Flows

3.4.6. Detailed Information

Tasks

Consider all aspects regarding Capacity Management
business capacity, service
capacity and component
capacity
Input Output

Define strategic capacity
requirements
Enterprise strategy // Product strategy
Capacity requirements

Collect information about
Information about capacity need
Request for change
current capacity utilization and
Capacity usage information of current
Capacity plan
availability operations
Capacity implementation plan

Identify cost for capacity
Availability information of current operations
Capacity performance data
management enhancements
Future forecast regarding services,
Network KPIs
Specify scope of capacity resources and components
management activities
Implemented SLAs and OLAs

Availability and performance requirements

Define KPIs, measurement
Documentation of changes and versioning

Outage information
points and methods
Outage analysis results

Create capacity management
plan Critical Issues

Prepare and manage handover
Identification of the right business
Availability of performance data from
capacity management to requirements regarding capacity operations
operations

Trend analysis
Stakeholder commitment

Collect capacity management
performance data
Future forecast of workloads

Analyze and categorize outage
Future forecast of business demands
root causes regarding capacity

Correct forecast of IT needs

Figure 50: Capacity Management – Detailed Information

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 Business Process Framework (eTOM) – End-to-End Business Flows

3.5. Process Flows for Service Lifecycle

Management
3.5.1. Overview
• This process defines, plans, designs and implements all services in
order to support the introduction, operations and retirement of market
products.
• The process starts with the evaluation of market trends, service
specific needs and the definition of the service development and exit
strategy.
• This is followed by the creation of the business plan and definition of
the service architecture and other strategic documents.
• The design and development of service solutions are in line with the
strategic goals and required service capabilities.
• After the implementation and a successful testing phase, the service
is handed over to operations.

3.5.2. Assumptions:
• The product portfolio requirements are defined as per the input from
Product Marketing.
• A result of the Service Lifecycle Process may act as an input for the
fulfillment process
• Further results of this scenario are requirements for the capacity
management process.
• Direct links between products and services are modeled and stored in
the product catalog.
• This scenario does not take into consideration the retirement phase.
• In some cases, migration scenarios are needed.

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 Business Process Framework (eTOM) – End-to-End Business Flows
3.5.3. eTOM Mapping
eTOM Level2

1.2.1.2 Product & Offer Portfolio Service Lifecycle Management
Planning

1.2.2.1 Service Strategy &
Planning Operations
Strategy, Infrastructure & Product

1.2.2.2 Service Capability Operations Support & Infrastructure Lifecycle Product Lifecycle
Strategy & Commit FulfillmentManagement Assurance Billing
Delivery Readiness Management

1.2.2.3 Service Development & Customer Interface Management
Marketing Relationship
Customer & Offer
Retirement Management Selling Sales
Bill Payments &
Customer DevelopmentManagement
Receivables
Problem

1.2.4.1 Supply Chain Strategy & CRM
Marketing
Fulfillment
Order Handling
QoS / SLA
Bill Invoice Bill Inquiry
Support & Product
Handling
& Offer Marketing ManagementProduct Marketing Product & Offer
Planning Product & Offer
Readiness
Market Strategy Response
Capability Capability
Management
Communications
Handling
Development
Portfolio Planning & Policy
Delivery Delivery
Retention & Loyalty & Promotion & Retirement

1.2.4.2 Supply Chain Capability
Delivery Service Development
Management && Operations
Management

1.2.4.3 Supply Chain SM&O Service Service Service Service &
Support & Strategy Configuration Service Problem Quality Service
Specific Instance
Development & Change Service
Readiness & Activation Capability Management Management Development
Rating
& Planning
Delivery & Retirement
Management
Resource Development
Management && Operations
Management
RM&O Resource Resource
Resource
Support &
Resource Resource Trouble Performance Resource
Provisioning
Readiness
Strategy & Capability Management Management Development
Planning Delivery & Retirement
Resource Data Collection & Distribution

Supply Chain Development

Supplier/Partner Relationship
&
Management S/P S/P Problem S/P S/P Settlements
Requisition Reporting & Performance & Payments
Supply Chain
S/PRM Management Supply ChainManagement Management SupplyManagement
Chain
Strategy
Support & & Capability Development &
Planning
Readiness Delivery Change Mgmt
Supplier / Partner Interface Management

Figure 51: Service Lifecycle Management- Mapping on eTOM Level 2 –

Strategy

eTOM Level2

1.1.2.1 SM&O Support & Service Lifecycle Management
Readiness

1.1.2.4 Service Quality
Management Operations

1.1.4.1 S/PRM Support & Operations Support & Fulfillment Assurance Billing & Revenue Mgmt
Readiness
Readiness Customer Interface Management
Customer Relationship Bill Payments &
Management Selling
Receivables Management
Bill Invoice Bill Inquiry
CRM Marketing Customer Management Handling
Order Problem
Support & Fulfillment QoS / SLA
Handling Handling Manage
Readiness Response Management Charging
Billing Events
Retention & Loyalty
Service Management & Operations

SM&O Service Service Service

Service Guiding &
Support & Configuration Problem Quality
Mediation
Readiness & Activation Management Management

Resource Management & Operations

RM&O Resource Resource Resource
Manage Resource
Support & Trouble Performance Mediation &
Workforce Provisioning
Readiness Management Management Reporting

Resource Data Collection & Distribution

Supplier/Partner Relationship
Management S/P S/P Problem S/P S/P Settlements
Requisition Reporting & Performance & Payments
S/PRM Management Management Management Management
Support &
Readiness
Supplier / Partner Interface Management

Figure 52: Service Lifecycle Management - Mapping on eTOM Level 2 –

Operations

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 Business Process Framework (eTOM) – End-to-End Business Flows

3.5.4. Detailed Process-Flow (Level 3)

Figure 53: Service Lifecycle Management – Process-Flow (Level 3)

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 Business Process Framework (eTOM) – End-to-End Business Flows

3.5.5. Detailed Process-Flow (Level 3) BPMN

Figure 54: Service Lifecycle Management – Process-Flow (Level 3)

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 Business Process Framework (eTOM) – End-to-End Business Flows

3.5.6. Detailed Information

Tasks

Analyze market trends Service Lifecycle Management

Align with service portfolio
strategy and product strategy

Produce business plan and gain Input Output
stakeholder commitment

Product strategy
Service lifecycle management strategy

Develop and document service

Identified market trends
Service specification including capabilities
specification

Commitment for service retirement plan
Service configuration specification

Design, creation,
implementation and retirement
Requirements for service sourcing,
Service migration scenarios
of services implementation, change or retirement
Service capability handover to operations

Deploy services to support new
Strategic goals for service supplier
Service performance reports and trends
technologies and products. partnerships, supplier selection criteria

Request for proposal for selected supplier

Prepare and manage handover
service capabilities to
operations

Monitor continuously
performance of deployed Critical Issues
service instances
Product strategy
Partner selection strategy

Develop request for proposal
Dependencies on products and other
Product exit strategy
for selected suppliers services
Service performance data availability

No customer affection during change and
retirement

Correct forecast for future demands

Approval for investment

Figure 55: Service Lifecycle Management – Detailed Information

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 Business Process Framework (eTOM) – End-to-End Business Flows

3.6. Process Flows for Resource

Lifecycle Management
3.6.1. Overview
• This process defines, plans, designs and implements all resources in
order to support the introduction, operations and retirement of market
products.
• The process starts with the evaluation of market trends, resource
specific needs and the definition of the resource development and exit
strategy.
• This is followed by the creation of the business plan and definition of
the resource architecture and other strategic documents.
• The design and development of resource solutions are in line with the
strategic goals and required resource capabilities.
• After the implementation and a successful testing phase, the resource
is handed over to operations.

3.6.2. Assumptions:
• The product portfolio requirements are defined as per the input from
Product Marketing.
• A result of the Resource Lifecycle Process may act as an input for the
fulfillment process
• Further results of this scenario are requirements for the capacity
management process.
• Direct links between products, services and resources are modeled
and stored in the product catalog.
• This scenario does not take into consideration the retirement phase.
• In some cases, migration scenarios are needed.

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 Business Process Framework (eTOM) – End-to-End Business Flows
3.6.3. eTOM Mapping
eTOM Level2

1.2.1.2 Product & Offer Portfolio Resource Lifecycle Management
Planning

1.2.3.1 Resource Strategy &
Planning Operations
Strategy, Infrastructure & Product

1.2.3.2 Resource Capability Operations Support & Infrastructure Lifecycle Product Lifecycle
Strategy & Commit FulfillmentManagement Assurance Billing
Delivery Readiness Management

1.2.3.3 Resource Development Customer Interface Management
Marketing Relationship
Customer & Offer
& Management Management Selling Sales
Bill Payments &
Customer DevelopmentManagement
Receivables
Problem

1.2.4.1 Supply Chain Strategy & CRM
Marketing
Fulfillment
Order Handling
QoS / SLA
Bill Invoice Bill Inquiry
Support & Product
Handling
& Offer Marketing ManagementProduct Marketing Product & Offer
Planning Product & Offer
Readiness
Market Strategy Response
Capability Capability
Management
Communications
Handling
Development
Portfolio Planning & Policy
Delivery Delivery
Retention & Loyalty & Promotion & Retirement

1.2.4.2 Supply Chain Capability
Delivery Service Development
Management && Operations
Management

1.2.4.3 Supply Chain SM&O Service Service Service Service &
Support & Strategy Configuration Service Problem Quality Service
Specific Instance
Development & Change Service
Readiness & Activation Capability Management Management Development
Rating
& Planning
Delivery & Retirement
Management
Resource Development
Management && Operations
Management
RM&O Resource Resource
Resource
Support &
Resource Resource Trouble Performance Resource
Provisioning
Readiness
Strategy & Capability Management Management Development
Planning Delivery & Retirement
Resource Data Collection & Distribution

Supply Chain Development

Supplier/Partner Relationship
&
Management S/P S/P Problem S/P S/P Settlements
Requisition Reporting & Performance & Payments
Supply Chain
S/PRM Management Supply ChainManagement Management SupplyManagement
Chain
Strategy
Support & & Capability Development &
Planning
Readiness Delivery Change Mgmt
Supplier / Partner Interface Management

Figure 56: Resource Lifecycle Management- Mapping on eTOM Level 2 –

Strategy

eTOM Level2

1.1.3.1 RM&O Support & Resource Lifecycle Management
Readiness

1.1.3.4 Resource Performance
Management Operations

1.1.4.1 S/PRM Support & Operations Support & Fulfillment Assurance Billing & Revenue Mgmt
Readiness
Readiness Customer Interface Management
Customer Relationship Bill Payments &
Management Selling
Receivables Management
Bill Invoice Bill Inquiry
CRM Marketing Customer Management Handling
Order Problem
Support & Fulfillment QoS / SLA
Handling Handling Manage
Readiness Response Management Charging
Billing Events
Retention & Loyalty
Service Management & Operations

SM&O Service Service Service

Service Guiding &
Support & Configuration Problem Quality
Mediation
Readiness & Activation Management Management

Resource Management & Operations

RM&O Resource Resource Resource
Manage Resource
Support & Trouble Performance Mediation &
Workforce Provisioning
Readiness Management Management Reporting

Resource Data Collection & Distribution

Supplier/Partner Relationship
Management S/P S/P Problem S/P S/P Settlements
Requisition Reporting & Performance & Payments
S/PRM Management Management Management Management
Support &
Readiness
Supplier / Partner Interface Management

Figure 57: Resource Lifecycle Management- Mapping on eTOM Level 2 –

Operations

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 Business Process Framework (eTOM) – End-to-End Business Flows

3.6.4. Detailed Process-Flow (Level 3)

Figure 58: Resource Lifecycle Management – Process-Flow (Level 3)

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 Business Process Framework (eTOM) – End-to-End Business Flows

3.6.5. Detailed Process-Flow (Level 3) BPMN

Figure 59: Resource Lifecycle Management – Process-Flow (Level 3)

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 Business Process Framework (eTOM) – End-to-End Business Flows

3.6.6. Detailed Information

Tasks

Analyze market trends Resource Lifecycle Management

Align with resource portfolio
strategy and product strategy

Produce business plan and gain Input Output
stakeholder commitment

Product strategy
Resource lifecycle management strategy

Develop and document

Identified market trends
Resource specification, including capabilities
resource specification

Commitment for resource retirement plan
Resource configuration specification

Design, creation,
implementation and retirement
Requirements for resource sourcing,
Resource migration scenarios
of resources implementation, change or retirement
Resource capability handover to operations

Deploy resources to support
Strategic goals for resource supplier
Resource performance reports and trends
new technologies and services. partnerships, supplier selection criteria

Request for proposal for selected supplier

Prepare and manage handover
Production plan
of resource capabilities to
operations

Monitor continuously
performance of deployed Critical Issues
resource instances
Product strategy
Partner selection strategy

Develop request for proposal
Dependencies on services and other
Product exit strategy
for selected suppliers resources
Resource performance data availability

Develop production plan
No customer affection during change and
retirement

Correct forecast for future demands

Approval for investment

Figure 60: Resource Lifecycle Management – Detailed Information

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 Business Process Framework (eTOM) – End-to-End Business Flows

4. Appendix

4.1. The Evolution of eTOM Process

Flows
The process flows have been developed over a period of one year by employing a
comprehensive methodology for the process design, review and revision cycle. Using
a proven process model and Business Process Framework level 3 process elements,
TM Forum members have developed recommended process flows for Customer-
Centric and Network domains.
The methodology involved using Business Process Framework Level 3 process
elements as the basis, and highlighting their inter-linkages to develop end-to-end
process flows that are vital for any telecom operator. These process flows are
examples and recommendations of the different interfaces between Business
Process Framework level 3 process elements, and cannot be considered as the only
way of representing the end-to-end scenarios.
The exercise resulted in not only the identification of key steps involved in each end-
to-end scenario, but also some areas of improvement within the Business Process
Framework. For instance, there are no existing Business Process Framework level 3
process elements for business continuity management, and this presents
tremendous opportunities for future enhancements in Business Process Framework.
As far as the process model is concerned, it has been applied in leading telecom
providers across the world, particularly in Europe and Middle East. The Customer-
Centric and Network domain processes have enabled telecom operators to identify,
understand, define and automate key customer-affecting processes. The process
model complements Business Process Framework by providing an end-to-end
process flow driven view to the different functional groupings.
Although case study input of business process modelling projects with specific clients
served as a starting point for the process flows, each process flow has been
repeatedly discussed, reviewed and updated within the Business Process Framework
working group. Hence, these flows are now viewed as generally applicable and can
be used as an example for such teamwork in the future. However, there is not just
one right way of modelling these flows, and all Business Process Framework users
should modify the linkages between process elements based on their individual
perception and needs.
This document currently comprises of Maturity Level 3 process flows, which are TM
Forum Business Process Framework team approved and the audience can expect
further enhancements to these flows in the future. Ultimately, these flows will be
published as part of the Business Process Framework model in the upcoming
release.

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 Business Process Framework (eTOM) – End-to-End Business Flows

4.2. Document History

4.2.1. Version History

Version Number Date Modified Modified by: Description of

changes
0.1 15./March /2010 <<Georg Vitt>> first issue of document
9.0 August 2010 Mike Kelly Minor formatting and
document number
updated
9.1 August 2010 Alicja Kawecki Minor cosmetic
corrections for web
posting and ME
9.2 December 2010 Mike Kelly Amendments to reflect
comments received, to
clarify document as
Application Note and to
explain terminology
9.3 January 2011 Mike Kelly Amendment to
Appendix to make more
generic, and addition of
Acknowledgments
9.4 April 2011 Alicja Kawecki Updated to reflect TM
Forum Approved status

4.2.1. Release History

Release Number Date Modified Modified by: Description of

changes
9.0 August 2010 Mike Kelly (based on Minor changes to align
document developed with detailed GB921
by Georg Vitt) documents.
9.1 December 2010 Mike Kelly Amendments to reflect
comments received, to
clarify document as
Application Note and to
explain terminology

4.3. How to comment on this document

Comments and requests for information must be in written form and addressed to the
contacts identified below:
Mike Kelly TM Forum

Phone: +44 1727 863764

Fax:

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 Business Process Framework (eTOM) – End-to-End Business Flows
e-mail: mkelly@tmforum,org

orGeorg Vitt Detecon International GmbH

Phone: +49 228 7002616

Fax:

e-mail: [email protected]

Kindly be specific, since your comments will be dealt with by the team evaluating
numerous inputs and is striving to produce a comprehensive document. We are
requesting for content-related input. However, editing and structural help will be
appreciated if it contributes to the overall clarity of the document.

Acknowledgments

A number of individuals and companies have contributed to the development of this

document, through discussion and suggestions in a series of collaborative reviews
and walkthroughs of the process flows.
The TM Forum and the Business Process Framework Team would like to express
special thanks to Detecon Int. GmbH for providing the initial input and thought
leadership in the development of GB921E.
Those participating in the development include:
Georg Vitt Detecon (activity lead)
Aamna Alamgir Detecon (flows editor)
Stefan Nösinger Detecon
Kevin Scaggs AT&T (Team Chair)
Robert Bratulic IBM
Dirk Rejahl Mediaan
Phillip Williams BT
Stephen Gehring Casewise
Antiti Lauila Nokia
John Wilmes Progress Software
Wenjie (Jerry) Zhu Huawei
Francis Anderson IBM
Jagadish Baddukonda Wipro

Thanks to all here who attended the discussions or provided input to the flow design and
development.

GB921 Addendum E, Version 9.3 © TM Forum 2011 Page 75 of 75