Strategy, Infrastructure, & Product

Transcription

1 Enhanced Telecommunications Operations Map Strategy, Infrastructure, & Product Strategy, Infrastructure, & Product Strategy & Commit A01 Infrastructure Lifestyle A02 Product Lifestyle A03 Operations Operations Operations Support & Readiness A04 Fulfilment A05 Assurance A06 Billing A07 Click on the link shape ( ) to drill down to the next level of the etom Business Process Framework

2 Assurance etom Dashboard etom A601 Service & Operations A602 Resource & Operations A603 Supplier/Partner A604 Click on the link shape ( ) to drill down to the next level of the etom Business Process Framework

3 A6 Assurance CRM - Support and Readiness A6101 QoS/ SLA A6102 Interface A6103 Retention & Loyalty A6104 Marketing Fulfillment Response A6105 Bill Invoice A6106 Selling A6107 Bill Payments & Receivables A6108 Order Handling A6109 Bill Inquiry Handling A6110 Problem Handling A6111 Click on the link shape ( ) to drill down to the next level of the etom Business Process Framework

4 CRM - Support and Readiness Support Interface A61101 Ensure that all information, materials, systems and resources are available so that the Interface processes can operate effectively, when a contact with a customer occurs. Manage Campaign A61102 Manage individual marketing campaigns developed by Product Marketing Communications & Promotion processes Support Order Handling A61103 Ensure that new and/or modified Order Handling related infrastructure is deployed effectively, and to ensure that Order Handling processes can operate effectively. Manage Inventory A61104 Establish, manage and administer the enterprise's customer inventory, as embodied in the Inventory Database, and monitor and report on the usage and access to the customer inventory, and the quality of the data maintained in it. A61 Click on the Connector to return to the previous level Support Problem Handling A61105 Manage Product Offering Inventory A61106 Support Retention & Loyalty A61107 Manage Sales Inventory A61108 Assist Problem Handling processes by proactively undertaking statistically driven preventative and scheduled purchased product offering maintenance activities and monitoring, managing and reporting on the capability of the Problem Handling processes. Establish, manage and administer the enterprise's product offering inventory, as embodied in the Product Offering Inventory Database, and monitor and report on the usage and access to the product offering inventory, and the quality of the data maintained Ensure that all information, materials, systems and resources are available so that the Retention & Loyalty processes can be completed without delay, when a request is received from a customer Establish, manage and administer the enterprise's sales prospects, actual sales, channel management and sales commissions, as embodied in the Sales Inventory Database, and monitor and report on the usage and access to the sales inventory, and the quality Support Marketing Fulfilment A61109 Support Bill Invoice A61110 Support Selling A61111 Support Bill Payments and Receivables A61112 Ensure that there is capability to support the expected demand for the Marketing Fulfillment Response processes so that they can operate effectively. Ensure that all information, materials, systems and resources are available so that the Bill Invoice processes can be completed without delay. Ensure capability to support the expected demand for the Selling processes so that they can respond to customers according to agreed targets Ensure that all information and systems are available so that the Bill Payments & Receivables processes can be completed without delay. Support QoS/SLA A61113 Support Bill Inquery Handling A61114 Support QoS/SLA processes by proactively monitoring and assessing the of purchased product offerings as a group against agreed QoS/SLA parameters, and monitoring, managing and reporting on the capability of the QoS Ensure that all information, systems and resources are available so that the Bill Inquiry Handling processes can be completed without delay.

5 QoS/SLA A61 Access QoS/SLA Performance A61201 Create QoS Performance Degradation Report A61202 Manage QoS/SLA Violation A61203 Manage the overall assessment of the customer QoS/SLA Create a new customer QoS degradation report Ensure that the customer and the relevant internal processes are informed of service quality degradations and violations and that action is undertaken to resolve the degradation or violation Track & Manage QoS Performance Resolution A61204 Report QoS Performance A61205 Close QoS Performance Degradation Report A61206 Efficiently assign, coordinate and track specific customer purchased product offering related analysis, restoration and improvement activities, and escalate any open customer QoS degradation reports in jeopardy. Report on the customer s QoS/SLA Close a customer QoS degradation report when the of the customer purchased product offerings has been resolved

6 Interface A61 Manage Contact A61301 Manage Request (Including Self Service) A61302 Analyze & Report on A61303 Mediate & Orchestrate Interactions A61304 Manage all contacts/requests between potential or existing customers and the enterprise Manage all requests (inbound and outbound) made by potential and existing customers Perform all necessary analysis on closed requests and on customer contacts and generate related reports Ensure that transaction message structure and interactions conform to agreed, externally defined standards used by the enterprise and its customers

7 Retention & Loyalty A61 Establish & Terminate A61401 Build Insight A61402 Analyze & Manage Risk A61403 Personalize Profile for Retention & Loyalty A61404 Verify the customer identity, manage the customer identity across the Enterprise, and manage termination as appropriate Ensure that Service Provider and the customer feel confident that the relationship is founded on up-todate, accurate and legally compliant information Ensure that a consistent customer risk assessment is used across the Enterprise and ensure that risk analysis is based on information collected from all processes. Provide the personalization opportunities for customers that will encourage them not to switch to another Service Provider Validate Satisfaction A61405 Validate that predicted/expected value is delivered by the solution and initialize the after-sales processes (billing and assurance)

8 Marketing Fulfillment Response A61 Issue & Distribute Marketing Collaterals A61501 Track Leads A61502 Issue and distribute marketing collateral (i.e., coupon, premium, sample, toys, fliers, etc.) directly to a customer Track leads generated through marketing, or that arise in the course of business

9 Bill Invoice A61 Apply Pricing, Discounting, Adjustments, & Rebates A61601 Create Bill Invoice A61602 Produce & Distribute Bill A61603 Ensure that the bill invoice is reflective of all the commercially agreed billable events and any bill invoice adjustments agreed between the Service Provider and the customer. Production of a timely and accurate invoice in accordance with the specific billing cycles and reflective of the final charges for services, together with any adjustments, delivered to the customer by the Service Provider and respective trading partners. Physical production and distribution of bills to customers in accordance with the specified billing cycle.

10 Selling A61 Manage Prospect A61701 Qualify & Educate A61702 Negociate Sales A61703 Aquire Data A61704 Match identified leads with the most appropriate products and ensure that these prospects are handled appropriately Ensure that the business agreement between the customer and service provider is based upon mutual understanding Close the sale with terms that are mutually agreeable to both the customer and the service provider Record all pertinent customer data Cross/Up Selling A61705 Ensure that the value of the relationship between the customer and service provider is maximized by selling additional, or more of the existing, products.

11 Order Handling Manage Billing A61801 Manage Payments A61802 Manage Debt Collection A61803 A61 Report Order Handling A61804 Click on the Connector to return to the previous level Ensure effective management of the customer s billing account as it relates to the products purchased and consumed throughout the appropriate billing cycle. Collect payments made by the customer and reconcile the payments to the invoices. Collect past due payments from the customer. Monitor the status of customer orders, provide notifications of any changes and provide management reports. Track & Manage Order Handling A61805 Close Order A61806 Complete Order A61807 Ensure customer provisioning activities are assigned, managed and tracked efficiently to meet the agreed committed availability date Close a customer order when the customer provisioning activities have been completed Manage customer information and interactions after customer contracts or associated service orders have been finalized and during the order completion phase

12 Bill Inquiry Handling A61 Create Bill Inquery Report A61901 Assess Bill Inquiry Report A61902 Authorize Bill Invoice Adjustment A61903 Create a new customer bill inquiry report. Assess the bill inquiry report to determine the nature of the inquiry, and to determine whether the inquiry has arisen due to circumstances originating in other process areas Adjust the customer s bill invoice based on detailed assessment and/ or policy. Track & Monitor Bill Inquiry Resolution A61904 Report Bill Inquiry A61905 Close Bill Inquiry Report A61906 Efficiently assign, coordinate and track specific customer bill inquiry analysis, bill adjustments and ensuring that appropriate credits and/or other agreed adjustments are made available to the adjustments processes activities, and escalate any open cust Report on the customer s bill inquiry. Close a customer bill inquiry report when the bill inquiry/complaint has been resolved.

13 Problem Handling A61 Isolate Problem A61001 Create Problem Report A61002 Report Problem A61003 Identify the root cause of the customer problem. Create a new customer problem report. Monitor the status of customer problem reports, provide notifications of any changes and provide management reports Track & Manage Problem A61004 Correct & Recover Problem A61005 Close Problem Report A61006 Ensure that recovery activities are assigned, coordinated and tracked efficiently, and that escalation is invoked as required for any open customer problem reports in jeopardy. Restore the service to a normal operational state as efficiently as possible Ensure that a problem affecting the customer is solved

14 Service & Operations Assurance A6 SM&O Support & Readiness A6201 Service Configuration & Activation A6202 Service Problem A6203 Service Quality A6204 Service & Specific Instance Rating A6205 Click on the link shape ( ) to drill down to the next level of the etom Business Process Framework

15 SM&O Support & Readiness Service and Operations A62 Manage Service Inventory A62101 Enable Service Configuration & Activation A62102 Support Service Problem A62103 Enable Service Quality A62104 Establish, manage and administer the enterprise's service inventory, as embodied in the Service Inventory Database, and monitor and report on the usage and access to the service inventory, and the quality of the data maintained in it. Planning and deployment of service infrastructure, and for ensuring availability of sufficient service infrastructure to support the Service Configuration & Activation processes. Assist Service Problem processes by proactively undertaking statistically driven preventative and scheduled service infrastructure maintenance activities and monitoring, managing and reporting on the capability of the Service Problem Support Service Quality processes by proactively monitoring and assessing service infrastructure, and monitoring, managing and reporting on the capability of the Service Quality processes. Support Service & Specific Instance Rating A62105 Ensure that rating and tariff information is maintained for each service class, for use by Service & Specific Instance Rating

16 Service Configuration & Activation Service and Operations Design Solution A62201 Test Service Endto-End A62202 Issue Service Orders A62203 A62 Report service provisioning A62204 Click on the Connector to return to the previous level Develop an end-end specific service design which complies with a particular customer's requirement Test specific services to ensure all components are operating within normal parameters, and that the service is working to agreed levels Issue correct and complete service orders Monitor the status of service orders, provide notifications of any changes and provide management reports. Allocate specific service parameters to services A62205 Track & manage service provisioning A62206 Implement, configure, & activate service A62207 Close service order A62208 Issue service identifiers for new services. Ensure service provisioning activities are assigned, managed and tracked efficiently. Implement, configure and activate the specific services allocated against an issued service order. Close a service order when the service provisioning activities have been completed Recover service A62209 Recover specific services that are no longer required by customers.

17 Service Problem Service and Operations A62 Click on the Connector to return to the previous level Create Service Trouble Report A62301 Report service problem A62302 Diagnose service problem A62303 Close service trouble report A62304 Create a new service trouble report. Monitor the status of service trouble reports, provide notifications of any changes and provide management reports Identify the root cause of the specific service problem Close a service trouble report when the service problem has been resolved Correct & resolve service problem A62305 Survey & analyze service problem A62306 Track & manage service problem A62307 Restore the service to a normal operational state as efficiently as possible Monitor service alarm event notifications and manage service alarm event records in real-time Ensure that testing, repair and restoration activities are assigned, coordinated and tracked efficiently, and that escalation is invoked as required for any open service trouble reports in jeopardy

18 Service Quality Service and Operations A62 Monitor service quality A62401 Create service degradation report A62402 Analyze service quality A62403 Track & manage service quality resolution A62404 Monitor received service quality information and undertake first-in detection Create a new service degradation report. Analyze and evaluate the service quality of specific services Efficiently assign, coordinate and track specific service analysis, restoration and improvement activities, and escalate any open service degradation reports in jeopardy. Improve service quality A62405 Close service degradation A62406 Report service quality A62407 Restore the service quality to a normal operational state as efficiently as possible. Close a service degradation report when the service has been resolved Monitor the status of service degradation reports, provide notifications of any changes and provide management reports

19 Service & Specific Instance Rating Service and Operations A62 Mediate usage records A62501 Rate usage records A62502 Analyze usage records A62503 Validate, normalize, convert and correlate usage records collected from the resource layer Identify and apply tariffs and charging algorithms to specific parameters encapsulated in usage records Generate reports on usage records based on requests from other processes

20 Resource & Operations A6 Assurance RM&O Support & Readiness A6301 Resource Provisioning A6302 Resource Trouble A6303 Resource Performance A6304 Resource Data Collection & Distribution A6305 Click on the link shape ( ) to drill down to the next level of the etom Business Process Framework

21 RM&O Support & Readiness Resource and Operations A63 Enable resource provisioning A63101 Manage resource inventory A63102 Enable resource management A63103 Manage workforce A63104 Planning and deployment of new and/or modified resource infrastructure to ensure availability of sufficient resource infrastructure to support the Resource Provisioning processes, and monitoring, managing and reporting on the capability of the Resource Pr Establish, manage and administer the enterprise's resource inventory, as embodied in the Resource Inventory Database, and monitor and report on the usage and access to the resource inventory, and the quality of the data maintained in it Proactively monitoring and maintaining resource infrastructure, and monitoring, managing and reporting on the capability of the Resource Performance processes. Plan, assign, dispatch and manage the activities of staff (directly or indirectly) employed by, or operating as part of, the enterprise (i.e. technicians, clerks, managers, etc.), and monitoring, managing and reporting on the capability of the Manage Work Support resource trouble management A63105 Manage logistics A63106 Enable resource data collection & distribution A63107 Proactively undertaking statistically driven preventative and scheduled resource infrastructure maintenance activities, and repair activities, and monitoring, managing and reporting on the capability of the Resource Trouble processes. Manage and control warehousing, stock level management, physical distribution and transport of purchased resources and consumable goods. Administering and management of the processes which enable the effective operation of the resource data collection and data distribution network, and monitoring, managing and reporting on the capability of the Resource Data Collection & Distribution proce

22 Resource Provisioning Resource and Operations Allocate & install resource A63201 Close resource order A63202 Configure & activate resource A63203 A63 Issue resource orders A63204 Click on the Connector to return to the previous level Allocate specific resources required to support a specific service Close a resource order when the resource provisioning activities have been completed Configure and activate the specific resources allocated against an issued resource order Issue correct and complete resource orders Test resource A63205 Recover resource A63206 Track manage resource provisioning A63207 Report resource provisioning A63208 Test specific resources to ensure they are operating within normal parameters Recover specific resources that are no longer required. Ensure resource provisioning activities are assigned, managed and tracked efficiently Monitor the status of resource orders, provide notifications of any changes and provide management reports.

23 Resource Trouble Resource and Operations A63 Create resource trouble report A63301 Correct & resolve resource trouble A63302 Report resource trouble A63303 Track & manage resource trouble A63304 Create a new resource trouble report Restore or replace resources that have failed as efficiently as possible Monitor the status of resource trouble reports, provide notifications of any changes and provide management reports Ensure testing, repair and restoration activities are assigned, coordinated and tracked efficiently, and that escalation is invoked as required for any open resource trouble reports in jeopardy Survey & analyze resource trouble A63305 Close resource trouble report A63306 Localize resource trouble A63307 Monitor resource alarm event notifications and manage resource alarm event records in real-time Close a resource trouble report when the resource trouble has been resolved Identify the root cause of the specific resource trouble

24 Resource Performance Resource and Operations A63 Monitor resource A63401 Create resource degradation report A63402 Analze resource A63403 Track & manage resource resolution A63404 Monitor received resource information and undertake first-in detection. Create a new resource degradation report Analyze and evaluate the of specific resources Ensure testing, repair and restoration activities are assigned, coordinated and tracked efficiently, and that escalation is invoked as required for any open resource degradation reports in jeopardy Control resource A63405 Close resource A63406 Report resource A63407 Apply controls to resources in order to optimize the resource Close a resource degradation report when the resource has been resolved Monitor the status of resource degradation reports, provide notifications of any changes and provide management reports

25 Resource Data Collection & Distribution Resource and Operations A63 Collection management information & data A63501 Process management information & data A63502 Distribute management information & data A63503 Audit data collection & distribution A63504 Collection of management information and data records from resource and service instances and other enterprise processes Process the management information and/or data into a form suitable for the intended recipient processes, resource instances or service instances Distribute processed management information and/or data to resource instances, service instances or other processes within the enterprise for further analysis and/ or reporting. Audit the management information & data collection, processing and distribution activities in order to identify possible anomalies.

26 Supplier/Partner Assurance A6 S/PRM Support & Readiness A6401 S/P Requisition A6402 S/P Problem Reporting & A6403 S/P Performance A6404 S/P Settlements & Payments A6405 S/P Interface A6406 Click on the link shape ( ) to drill down to the next level of the etom Business Process Framework

27 S/PRM Support & Readiness Supplier/Partner A64 Support S/P requisition management A64101 Support S/P interface management A64102 Support S/P problem reporting & management A64103 Manage engagement with suppliers/partners who own and manage outsourced infrastructure, and to ensure that the S/P Requisition processes are operating effectively. Ensure that there is capability so that the S/P Interface processes can operate effectively Manage problem resolution activity with suppliers/partners who own and manage outsourced infrastructure, and to ensure that the S/P Problem Reporting & processes can operate effectively. Support S/P management A64104 Manage supplier/ partner inventory A64105 Support S/P settlements & payments managements A64106 Manage restoration activity with suppliers/partners who own and manage outsourced infrastructure, and to ensure that the S/P Performance processes can operate effectively. Manage the administration of the enterprise's supplier/partner inventory. Ensure that there is capability (for example, information, materials, systems and resources) so that the S/P Settlements & Payments processes can operate effectively

28 S/P Requisition Supplier/Partner A64 Select supplier/ partner A64201 Initiate S/P requisition order A64202 Determine S/P pre-requisition feasibility A64203 Report S/P requisition A64204 Identify the most appropriate supplier/partner or suppliers/ partners amongst those with whom a supply arrangement exists Generate a correctly formatted and specified S/P requisition order, and issue this to the selected supplier/ partner Determine the ability of suppliers/ partners to deliver the specific resources, services or products, within the specified requirements Monitor the status of S/P requisition orders, provide notifications of any changes and provide management reports Track & manage S/P requisition A64205 Close S/P requisition order A64206 Recieve & accept S/P requisition A64207 Ensure S/P requisition orders are being processed and delivered efficiently and effectively Close a S/P requisition order when the S/P requisition has been successfully completed Records delivery of S/P requisitions, and arranges for any acceptance testing or commissioning required

29 S/P Problem Reporting & Supplier/Partner A64 Initiate S/P problem report A64301 Report S/P problem resolution A64302 Receive S/P problem report A64303 Report specific problems to the supplier / partner. Monitor the status of S/P problem reports, provide notifications of any changes and provide management reports Receive notification of problems detected by the supplier/ partner, and notifies other processes of this. Close S/P problem report A64304 Track & manage S/P problem resolution A64305 Close a S/P problem report when the S/P problem has been resolved Track progress of the problem resolution as advised by the supplier / partner.

30 S/P Performance Supplier/Partner A64 Initiate S/P degradation report A64401 Close S/P degradation report A64402 Track & manage S/P resolution A64403 Report specific issues to the supplier / partner. Close a S/P degradation report when the of the S/P service has been restored Track progress of the resolution as advised by the supplier / partner. Monitor & control S/P service A64404 Report S/P A64405 Collect and analyze of services delivered by suppliers and partners Monitor the status of S/P degradation reports, provide notifications of any changes and provide management reports

31 S/P Settlements & Payments Supplier/Partner A64 Manage account A64501 Receive & assess invoice A64502 Negotiate & approve invoice A64503 Issue settlement notice & payment A64504 Manage Account processes administer the internal record of usage of supplier/partner s services in support of invoice reconciliation and reciprocal usage settlement. Receive & Assess Invoice processes compare invoices against usage records and offsets, and manage the interactions between the supplier/partner and the enterprise to confirm usage records and resolve account differences. Negotiate & Approve Invoice processes manage the interactions between the supplier/partner and the enterprise, in relation to enquiries about the billing account, handling disputes and any subsequent negotiations. Issue Settlement Notice & Payment processes apply where suppliers / partners are end to revenue sharing, where the enterprise initiates the settlement cycle.

32 S/P Interface Supplier/Partner A64 Manage S/P requests (including self service) A64601 Analyze & report S/P interactions A64602 Mediate & orchestrate supplier/partner interactions A64603 Accept requests and enable the supplier / partner to obtain the desired information from the enterprise, or identify and activate the appropriate process area to accomplish the request Analyze & Report S/P Interactions processes analyze interactions and generate reports for tracking and managing interactions or improving procedures for supplier/partner processes. Ensure that transaction message structure and interactions conform to agreed, externally defined standards used by the enterprise and its suppliers/partners