Frameworx Standard
Business Process Framework (eTOM) Process Decompositions and Descriptions
Business Process Framework GB921 Addendum DX Release 17.5.1 April 2018
Latest Update: Frameworx Release 17.5.1 Version 17.5.1
TM Forum Approved Suitable for Conformance IPR Mode: RAND
TM Forum 2018. All Rights Reserved.
Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Table of Contents Notice ............................................................................................................................................................ 2 Preface..................................................................................................................................................... 109 eTOM Business Process Framework ...................................................................................................... 109 Introduction.............................................................................................................................................. 111 Process Associations and IDs ............................................................................................................ 111 Process Decompositions & Descriptions................................................................................................... 113 1.1.1 Market Strategy & Policy ............................................................................................................. 113 Market Strategy & Policy .................................................................................................................. 113 Gather & Analyze Market Information ............................................................................................. 114 Establish Market Strategy ................................................................................................................. 114 Establish Market Segments ............................................................................................................... 115 Link Market Segments & Products.................................................................................................... 115 Gain Commitment to Marketing Strategy ........................................................................................ 116 1.1.1.1 Gather & Analyze Market Information ..................................................................................... 116 Gather & Analyze Market Information ............................................................................................. 117 Gather Market Information .............................................................................................................. 118 Analyze Market Information ............................................................................................................. 118 1.1.1.2 Establish Market Strategy ......................................................................................................... 119 Establish Market Strategy ................................................................................................................. 119 Establish Market Participation .......................................................................................................... 120 Establish Market Strategy Objectives ............................................................................................... 120 Support Market Strategy .................................................................................................................. 120 Identify Enterprise areas to meet market strategy objectives ......................................................... 121 1.1.1.3 Establish Market Segments....................................................................................................... 121 Establish Market Segments ............................................................................................................... 122 Identify Market Segments................................................................................................................. 122 Manage Market Segments outcome ................................................................................................ 123 Reporting - Specific Market Segments .............................................................................................. 123 1.1.1.4 Link Market Segments & Products............................................................................................ 124 Link Market Segments & Products.................................................................................................... 124 Link consumption profiles & available product families ................................................................... 125 Identify potential new product families for market segments ......................................................... 125 TM Forum 2018. All Rights Reserved.
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Analyze Market Segment purchase and issues................................................................................. 126 1.1.1.5 Gain Commitment to Marketing Strategy ................................................................................ 126 Gain Commitment to Marketing Strategy ........................................................................................ 127 Identify Stakeholders to Market Strategy ......................................................................................... 127 Gain Market Strategy Stakeholder approval .................................................................................... 128 Gain Enterprise Commitment to Market Strategy ............................................................................ 128 1.1.2 Sales Strategy & Planning ............................................................................................................ 129 Sales Strategy & Planning ................................................................................................................. 129 Develop Sales Relationship ............................................................................................................... 130 Establish Sales Budget....................................................................................................................... 131 Establish Sales Goals and Measures ................................................................................................. 131 Develop Sales Channel Strategy........................................................................................................ 132 Establish Revenue Coverage Plan ..................................................................................................... 132 1.1.3 Sales Forecasting.......................................................................................................................... 133 Sales Forecasting............................................................................................................................... 133 Set Sales Forecast Goal ..................................................................................................................... 134 Gather Forecast Data ........................................................................................................................ 134 Develop Sales Forecast ..................................................................................................................... 135 Distribute Sales Forecast................................................................................................................... 135 Evaluate Sales Forecast Outcomes ................................................................................................... 136 1.1.3.2 Gather Forecast Data ................................................................................................................ 136 Gather Forecast Data ........................................................................................................................ 137 Gather Industry Forecast Data .......................................................................................................... 137 Gather Environmental Forecast Data ............................................................................................... 138 1.1.3.3 Develop Sales Forecast ............................................................................................................. 138 Develop Sales Forecast ..................................................................................................................... 139 Choose Forecast Model .................................................................................................................... 139 Analyze Forecast Data ....................................................................................................................... 140 Prepare Sales Forecast ...................................................................................................................... 140 Approve Sales Forecast ..................................................................................................................... 141 1.1.5 Sales Development ...................................................................................................................... 141 Sales Development ........................................................................................................................... 142 Monitor Sales & Channel Best Practice ............................................................................................ 143 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Develop Sales & Channel Proposals .................................................................................................. 143 Develop New Sales Channels & Processes ........................................................................................ 144 1.1.5.1 Monitor Sales & Channel Best Practice .................................................................................... 145 Monitor Sales & Channel Best Practice ............................................................................................ 145 Develop Sales & Channel Requirements ........................................................................................... 146 Monitor Sales & Channel Practices ................................................................................................... 147 1.1.5.2 Develop Sales & Channel Proposals .......................................................................................... 147 Develop Sales & Channel Proposals .................................................................................................. 148 Create Sales Proposals ...................................................................................................................... 149 Gain Sales Proposals Approval .......................................................................................................... 149 1.1.5.3 Develop New Sales Channels & Processes................................................................................ 150 Develop New Sales Channels & Processes ........................................................................................ 150 Develop External Relationships ........................................................................................................ 151 Manage Process & Channel Coordination ........................................................................................ 151 Define Processes & Channels ............................................................................................................ 152 1.1.7 Market Sales Support & Readiness .............................................................................................. 152 Market Sales Support & Readiness ................................................................................................... 153 Support Selling .................................................................................................................................. 154 Manage Sales Inventory .................................................................................................................... 155 1.1.7.7 Support Selling .......................................................................................................................... 156 Support Selling .................................................................................................................................. 157 Ensure Selling Capability ................................................................................................................... 158 Manage Sales Channels..................................................................................................................... 159 Manage Sales Leads .......................................................................................................................... 159 Undertake Selling Trend Analysis...................................................................................................... 160 1.1.7.9 Manage Sales Inventory............................................................................................................ 161 Manage Sales Inventory .................................................................................................................... 161 Identify Relevant Sales Inventory Information ................................................................................. 162 Maintain Sales Inventory facilities .................................................................................................... 163 Manage Sales Inventory Capture ...................................................................................................... 163 Control Sales Inventory Access ......................................................................................................... 163 Ensure Sales Inventory Data Quality ................................................................................................. 164 Track Sales Inventory Usage ............................................................................................................. 165 TM Forum 2018. All Rights Reserved.
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Identify Sales Inventory Shortcomings ............................................................................................. 165 1.1.8 Sales Channel Management ........................................................................................................ 166 Child process(es) to be determined .................................................................................................. 166 Sales Channel Management ............................................................................................................. 167 1.1.9 Selling ........................................................................................................................................... 168 Selling ................................................................................................................................................ 168 Qualify Selling Opportunity ............................................................................................................... 169 Develop Sales Proposal ..................................................................................................................... 170 Acquire Sales Prospect Data ............................................................................................................. 171 Cross/Up Sell ..................................................................................................................................... 172 Negotiate Sales/Contract .................................................................................................................. 172 Manage Sales Accounts .................................................................................................................... 174 1.1.9.1 Qualify & Educate Customer..................................................................................................... 175 Qualify Selling Opportunity ............................................................................................................... 175 Define Alternative/Customized Solutions......................................................................................... 176 Assess Potential Development & Risk............................................................................................... 177 Assess Strategic Impacts ................................................................................................................... 177 Ensure Sales Prospect Expectations Met .......................................................................................... 178 1.1.9.3 Acquire Sales Prospect Data ..................................................................................................... 179 Acquire Sales Prospect Data ............................................................................................................. 179 Determine Required Sales Prospect Data ......................................................................................... 180 Capture & Record Sales Prospect Data ............................................................................................. 180 1.1.9.4 Cross/Up Sell ............................................................................................................................. 181 Cross/Up Sell ..................................................................................................................................... 182 Analyze Customer or Other Party Trends ......................................................................................... 183 Recommend Appropriate Product Offering(s).................................................................................. 183 1.1.9.4 Develop Sales Proposal ............................................................................................................. 184 Develop Sales Proposal ..................................................................................................................... 184 Ascertain Sales Prospect Requirements ........................................................................................... 186 Determine Support for Sales Prospect Requirements ...................................................................... 186 Develop Proposal against Sales Prospect Requirements .................................................................. 187 1.1.9.5 Negotiate Sales/Contract .......................................................................................................... 188 Negotiate Sales/Contract .................................................................................................................. 188 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Manage Sales Agreement ................................................................................................................. 190 Create Customer or Party Order Request ......................................................................................... 190 1.1.9.6 Manage Sales Accounts ............................................................................................................ 191 Manage Sales Accounts .................................................................................................................... 191 Contact Customer or Other Party (on regular basis) ........................................................................ 192 Update Sales Repository ................................................................................................................... 193 1.1.11 Contact/Lead/Prospect Management ....................................................................................... 193 Contact/Lead/Prospect Management .............................................................................................. 194 Manage Sales Contact ....................................................................................................................... 195 Manage Sales Lead............................................................................................................................ 195 Manage Sales Prospect ..................................................................................................................... 196 1.1.11.1 Manage Sales Contact............................................................................................................. 197 Manage Sales Contact ....................................................................................................................... 197 Create Sales Contact ......................................................................................................................... 198 Develop Sales Contact....................................................................................................................... 199 1.1.11.1.2 Develop Sales Contact ......................................................................................................... 199 Develop Sales Contact....................................................................................................................... 200 Initiate Interaction With Sales Contact ............................................................................................. 200 Record Additional Sales Contact Information................................................................................... 201 Analyze Sales Contact Interaction..................................................................................................... 201 1.1.11.2 Manage Sales Lead.................................................................................................................. 202 Manage Sales Lead............................................................................................................................ 202 Identify Sales Lead ............................................................................................................................ 203 Develop Sales Lead ........................................................................................................................... 203 Evaluate Sales Lead ........................................................................................................................... 204 1.1.11.2.2 Develop Sales Lead .............................................................................................................. 204 Record Additional Sales Lead Information........................................................................................ 205 Develop Sales Lead ........................................................................................................................... 206 Initiate Interaction With Sales Lead .................................................................................................. 206 1.1.11.3 Manage Sales Prospect ........................................................................................................... 207 Manage Sales Prospect ..................................................................................................................... 207 Identify Sales Prospect ...................................................................................................................... 208 Develop Sales Prospect ..................................................................................................................... 209 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Evaluate Sales Prospect .................................................................................................................... 209 1.1.11.3.2 Develop Sales Prospect ........................................................................................................ 210 Develop Sales Prospect ..................................................................................................................... 210 Initiate Interaction With Sales Prospect ........................................................................................... 211 Gather Sales Prospect Needs ............................................................................................................ 211 Analyze Sales Prospect Needs........................................................................................................... 212 1.1.12 Market Performance Management ........................................................................................... 213 Child process(es) to be determined .................................................................................................. 213 Market Performance Management .................................................................................................. 214 1.1.13 Sales Performance Management............................................................................................... 214 Sales Performance Management ...................................................................................................... 215 Set Sales Performance Goals ............................................................................................................ 215 Track/Monitor Sales Performance .................................................................................................... 216 Analyze Sales Performance ............................................................................................................... 216 Report On Sales Performance ........................................................................................................... 217 Improve Sales Performance .............................................................................................................. 217 1.1.14 Marketing Communications....................................................................................................... 218 Marketing Communications.............................................................................................................. 218 Define Marketing Communications Strategy .................................................................................... 219 Ensure Marketing Communication Capability .................................................................................. 219 Develop Marketing Communication ................................................................................................. 220 Deliver Marketing Communication Collateral .................................................................................. 221 Monitor Marketing Communication Effectiveness........................................................................... 221 Modify Marketing Communication ................................................................................................... 222 Archive Marketing Communication .................................................................................................. 222 Undertake Marketing Communications Trend Analysis ................................................................... 223 1.1.14.3 Develop Marketing Communication ....................................................................................... 223 Develop Marketing Communication ................................................................................................. 224 Develop Marketing Communication Message .................................................................................. 224 Select Marketing Communication Delivery Channels....................................................................... 225 Produce Marketing Communication Collateral ................................................................................ 225 Customize Marketing Communication Collateral ............................................................................. 226 1.1.14.4 Deliver Marketing Communication Collateral ........................................................................ 226 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Deliver Marketing Communication Collateral .................................................................................. 227 Manage Marketing Communication Channel Capability .................................................................. 228 Manage Marketing Communication Channel Resources ................................................................. 228 Issue Marketing Communication ...................................................................................................... 228 1.1.14.5 Monitor Marketing Communication Effectiveness................................................................. 229 Monitor Marketing Communication Effectiveness........................................................................... 229 Develop Marketing Communication Metrics .................................................................................... 230 Gather Marketing Communication Metrics ...................................................................................... 231 Analyze Marketing Communication Metrics .................................................................................... 231 Suggest Marketing Communication Change..................................................................................... 232 1.1.15 Marketing Campaign Management ........................................................................................... 232 Marketing Campaign Management .................................................................................................. 232 Plan Marketing Campaign ................................................................................................................. 233 Ensure Marketing Campaign Capability ............................................................................................ 234 Develop Marketing Campaign........................................................................................................... 235 Launch Marketing Campaign ............................................................................................................ 235 Monitor Marketing Campaign Effectiveness .................................................................................... 236 Modify Marketing Campaign ............................................................................................................ 237 End Marketing Campaign .................................................................................................................. 237 Undertake Marketing Campaigns Trend Analysis ............................................................................. 238 1.1.15.3 Develop Marketing Campaign ................................................................................................ 238 Develop Marketing Campaign........................................................................................................... 239 Create Marketing Campaign ............................................................................................................. 240 Define Marketing Campaign Criteria ................................................................................................ 240 Define Marketing Campaign Proposition.......................................................................................... 241 Design Marketing Campaign Workflow ............................................................................................ 241 Obtain Marketing Campaign Agreement .......................................................................................... 242 1.1.15.4 Launch Marketing Campaign .................................................................................................. 242 Launch Marketing Campaign ............................................................................................................ 242 Manage Marketing Campaign Channel Capability ............................................................................ 243 Manage Marketing Campaign Channel Resources ........................................................................... 244 Complete Marketing Campaign Launch............................................................................................ 244 1.1.15.5 Monitor Marketing Campaign Effectiveness .......................................................................... 245 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Monitor Marketing Campaign Effectiveness .................................................................................... 245 Develop Marketing Campaign Metrics ............................................................................................. 246 Gather Marketing Campaign Metrics ............................................................................................... 246 Analyze Marketing Campaign Metrics .............................................................................................. 247 Suggest Marketing Campaign Change .............................................................................................. 247 1.1.16 Brand Management ................................................................................................................... 248 Child process(es) to be determined .................................................................................................. 248 Brand Management .......................................................................................................................... 249 1.1.17 Market Research ........................................................................................................................ 249 Child process(es) to be determined .................................................................................................. 250 Market Research ............................................................................................................................... 251 1.1.18 Advertising ................................................................................................................................. 251 Child process(es) to be determined .................................................................................................. 252 Advertising ........................................................................................................................................ 253 1.1.19 Loyalty Program Management .................................................................................................. 253 Loyalty Program Management ......................................................................................................... 254 Loyalty Program Development & Retirement .................................................................................. 255 Loyalty Program Operation ............................................................................................................... 256 1.1.19.1 Loyalty Program Development & Retirement ........................................................................ 257 Loyalty Program Development & Retirement .................................................................................. 257 Define Loyalty Program Requirements ............................................................................................. 258 Develop Loyalty Program Strategy.................................................................................................... 258 Develop Loyalty Program .................................................................................................................. 259 Prototype Loyalty Program ............................................................................................................... 260 Conduct Loyalty Program Acceptance Testing ................................................................................. 260 Rollout/Launch Loyalty Program....................................................................................................... 261 Evaluate Loyalty Program ................................................................................................................. 262 Amend Loyalty Program.................................................................................................................... 262 Terminate Loyalty Program .............................................................................................................. 263 1.1.19.1.1 Define Loyalty Program Requirements ................................................................................ 264 Define Loyalty Program Requirements ............................................................................................. 264 Conduct Loyalty Program Analysis .................................................................................................... 265 Identify Loyalty Program Requirements ........................................................................................... 265 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Identify Potential Loyalty Program Issues......................................................................................... 266 1.1.19.1.2 Develop Loyalty Program Strategy ...................................................................................... 267 Develop Loyalty Program Strategy.................................................................................................... 267 Define Loyalty Program Strategy Objectives .................................................................................... 268 Identify Loyalty Program Benefits..................................................................................................... 268 Identify Loyalty Program Process Interactions ................................................................................. 269 Approve Loyalty Program Strategy ................................................................................................... 269 1.1.19.1.3 Develop Loyalty Program ..................................................................................................... 270 Develop Loyalty Program .................................................................................................................. 270 Define Loyalty Program..................................................................................................................... 271 Define Loyalty Program Interaction Plan .......................................................................................... 272 Define Loyalty Program Key Performance Indicator ........................................................................ 272 Develop Loyalty Program Partnership .............................................................................................. 273 1.1.19.1.3.1 Define Loyalty Program .................................................................................................... 274 Define Loyalty Program..................................................................................................................... 274 Define Loyalty Program Currency ..................................................................................................... 275 Define Loyalty Program Structure..................................................................................................... 275 Design Loyalty Program Card ............................................................................................................ 276 Define Loyalty Program Joining Requirements ................................................................................. 277 Define Loyalty Program Earning Method.......................................................................................... 277 Define Loyalty Program Reward ....................................................................................................... 278 1.1.19.1.3.4 Develop Loyalty Program Partnership .............................................................................. 279 Develop Loyalty Program Partnership .............................................................................................. 279 Identify Loyalty Program Partnership Opportunity .......................................................................... 280 Manage Loyalty Program Partnership .............................................................................................. 280 1.1.19.2 Loyalty Program Operation..................................................................................................... 281 Loyalty Program Operation ............................................................................................................... 281 Become Loyalty Program Participant................................................................................................ 282 Earn Loyalty Program Currency ........................................................................................................ 283 Earn Loyalty Program Reward........................................................................................................... 284 Redeem Loyalty Program Currency .................................................................................................. 284 Manage Loyalty Program Account .................................................................................................... 285 Leave Loyalty Program ...................................................................................................................... 286 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Provide Loyalty Program Operation Report...................................................................................... 286 1.1.19.2.1 Become Loyalty Program Participant................................................................................... 287 Become Loyalty Program Participant................................................................................................ 287 Provide Loyalty Program Invitation .................................................................................................. 288 Join Loyalty Program ......................................................................................................................... 289 Provide Loyalty Program Participant Package .................................................................................. 290 1.1.19.2.1.2 Join Loyalty Program ......................................................................................................... 290 Join Loyalty Program ......................................................................................................................... 291 Establish Loyalty Program Participant .............................................................................................. 292 Accept Loyalty Program Agreement ................................................................................................. 292 Establish Loyalty Program Profile ..................................................................................................... 293 1.1.19.2.1.3 Provide Loyalty Program Participant Package .................................................................. 293 Provide Loyalty Program Participant Package .................................................................................. 294 Create Loyalty Program Participant Package .................................................................................... 295 Produce Loyalty Program Participant Card ....................................................................................... 295 Issue Loyalty Program Participant Package ...................................................................................... 295 1.1.19.2.2 Earn Loyalty Program Currency ........................................................................................... 296 Earn Loyalty Program Currency ........................................................................................................ 296 Earn Loyalty Program Currency From Enterprise ............................................................................. 297 Earn Loyalty Program Currency From Enterprise Partner ................................................................ 297 Add Loyalty Program Currency to Loyalty Account .......................................................................... 298 Provide Manage Loyalty Program Account Notification................................................................... 298 Provide Earned Loyalty Program Reward Notification ..................................................................... 299 1.1.19.2.2.2 Earn Loyalty Program Currency From Enterprise Partner ................................................ 300 Earn Loyalty Program Currency From Enterprise Partner ................................................................ 300 Receive Loyalty Partner Currency Communication .......................................................................... 301 Calculate Loyalty Program Currency ................................................................................................. 301 1.1.19.2.3 Earn Loyalty Program Reward ............................................................................................. 302 Earn Loyalty Program Reward........................................................................................................... 302 Create Loyalty Program Reward ....................................................................................................... 303 Provide Loyalty Program Reward Notification.................................................................................. 304 1.1.19.2.4 Redeem Loyalty Program Currency ..................................................................................... 304 Redeem Loyalty Program Currency .................................................................................................. 305 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Make Loyalty Program Redemption ................................................................................................. 306 Reduce Loyalty Program Account Balance ....................................................................................... 307 1.1.19.2.5 Manage Loyalty Program Account ....................................................................................... 307 Manage Loyalty Program Account .................................................................................................... 307 Update Loyalty Program Account ..................................................................................................... 308 Manage Loyalty Program Account Currency .................................................................................... 309 Provide Loyalty Account Communication ......................................................................................... 309 1.1.19.2.5.3 Provide Loyalty Account Communication ......................................................................... 310 Provide Loyalty Account Communication ......................................................................................... 311 Prepare Loyalty Account Communication ........................................................................................ 312 Send Loyalty Account Communication ............................................................................................. 312 1.1.19.2.6 Leave Loyalty Program ......................................................................................................... 313 Leave Loyalty Program ...................................................................................................................... 313 Initiate Leaving Loyalty Program....................................................................................................... 314 Complete Leaving Loyalty Program .................................................................................................. 315 1.1.19.2.7 Provide Loyalty Program Operation Report ........................................................................ 315 Provide Loyalty Program Operation Report...................................................................................... 316 Provide Loyalty Program Status ........................................................................................................ 317 Analyze Loyalty Program Trend ........................................................................................................ 317 Identify Loyalty Program Abuse ........................................................................................................ 318 1.2.1 Product & Offer Portfolio Planning .............................................................................................. 318 Product & Offer Portfolio Planning ................................................................................................... 319 Gather & Analyze Product Information ............................................................................................ 319 Establish Product Portfolio Strategy ................................................................................................. 320 Produce Product Portfolio Business Plans ........................................................................................ 321 Gain Commitment to Product Business Plans .................................................................................. 321 1.2.1.1 Gather & Analyze Product Information .................................................................................... 322 Gather & Analyze Product Information ............................................................................................ 322 Gather Product Information ............................................................................................................. 323 Analyze Product Information ............................................................................................................ 324 1.2.1.2 Establish Product Portfolio Strategy ......................................................................................... 324 Establish Product Portfolio Strategy ................................................................................................. 325 Define Overall Product Portfolios Structure ..................................................................................... 326 TM Forum 2018. All Rights Reserved.
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Implement Product Portfolio Management Functions ..................................................................... 326 1.2.1.3 Produce Product Portfolio Business Plans ................................................................................ 327 Produce Product Portfolio Business Plans ........................................................................................ 327 Co-ordinate Product Business Plans ................................................................................................. 328 Develop Product Portfolio Forecasts ................................................................................................ 328 Negotiate Product Business Plan Resources..................................................................................... 329 Develop Outline Market Strategy ..................................................................................................... 329 Develop Product Pricing Strategy ..................................................................................................... 330 Develop Revenue/Cost Projections .................................................................................................. 330 Develop Product Performance Requirements .................................................................................. 331 Develop Product Operational Requirements.................................................................................... 331 Gain Business Plan Commitment and Approval................................................................................ 331 Communicate Business Plans............................................................................................................ 332 1.2.1.4 Gain Commitment to Product Business Plans .......................................................................... 332 Gain Commitment to Product Business Plans .................................................................................. 333 Identify Stakeholders to Product Business plans .............................................................................. 333 Gain Product Business Plans Stakeholders Approval ........................................................................ 334 Gain Enterprise Commitment to Product Business plans ................................................................. 335 1.2.2 Product & Offer Capability Delivery............................................................................................. 335 Product & Offer Capability Delivery .................................................................................................. 336 Define Product Capability Requirements.......................................................................................... 336 Capture Product Capability Shortfalls ............................................................................................... 337 Approve Product Business Case ........................................................................................................ 337 Deliver Product Capability ................................................................................................................ 338 Manage Handover to Product Operations........................................................................................ 339 Manage Product Capability Delivery Methodology .......................................................................... 339 1.2.2.1 Define Product Capability Requirements.................................................................................. 340 Define Product Capability Requirements.......................................................................................... 340 Capture Product Infrastructure Requirements ................................................................................. 341 Agree Product Infrastructure Requirements .................................................................................... 342 Report Product Infrastructure Requirements................................................................................... 342 1.2.2.2 Capture Product Capability Shortfalls ....................................................................................... 343 Capture Product Capability Shortfalls ............................................................................................... 343 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Capture Product Capacity Shortfalls ................................................................................................. 344 Capture Product Performance Shortfalls .......................................................................................... 344 Capture Product Operational Support Shortfalls .............................................................................. 345 1.2.2.3 Approve Product Business Case ................................................................................................ 345 Approve Product Business Case ........................................................................................................ 346 Develop Product Business Case ........................................................................................................ 347 Gain Product Business Case Approval............................................................................................... 347 1.2.2.4 Deliver Product Capability ........................................................................................................ 348 Deliver Product Capability ................................................................................................................ 348 Co-ordinate Product Capability Delivery .......................................................................................... 349 Track Product Capability Business Case Costs .................................................................................. 350 Ensure Product Capability Benefits & Operational Costs ................................................................. 350 1.2.2.5 Manage Handover to Product Operations................................................................................ 351 Manage Handover to Product Operations........................................................................................ 351 Co-ordinate Product Operational Handover..................................................................................... 352 Validate Product Infrastructure Design ............................................................................................ 352 Ensure Product Handover Support ................................................................................................... 353 1.2.2.6 Manage Product Capability Delivery Methodology .................................................................. 353 Manage Product Capability Delivery Methodology .......................................................................... 354 Define Product Capability Delivery Methodology ............................................................................ 355 Maintain Product Capability Delivery Repository ............................................................................. 355 1.2.4 Product Support & Readiness ...................................................................................................... 356 Product Support & Readiness ........................................................................................................... 356 Support Customer QoS/SLA .............................................................................................................. 357 Manage Product Offering Inventory ................................................................................................. 358 1.2.4.1 Support Customer QoS/SLA ...................................................................................................... 360 Support Customer QoS/SLA .............................................................................................................. 360 Ensure Customer QoS/SLA Capability ............................................................................................... 361 Proactive performance Monitoring .................................................................................................. 362 Monitor and Report on QoS/SLA capability .................................................................................... 362 1.2.4.2 Manage Product Offering Inventory ......................................................................................... 363 Manage Product Offering Inventory ................................................................................................. 363 Identify Relevant Product Offering Inventory Information .............................................................. 364 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Maintain Product Offering Inventory facilities ................................................................................. 365 Manage Product Offering Inventory Capture ................................................................................... 365 Control Product Offering Inventory Access ...................................................................................... 366 Ensure Product Offering Inventory Data Quality .............................................................................. 366 Track Product Offering Inventory Usage........................................................................................... 367 Identify Product Offering Inventory Shortcomings........................................................................... 367 1.2.5 Product Configuration Management ........................................................................................... 368 Product Configuration Management ................................................................................................ 368 Manage Product Configuration Specification ................................................................................... 369 Manage Product Configuration......................................................................................................... 370 1.2.6 Product Performance Management ............................................................................................ 370 Product Performance Management ................................................................................................. 371 Monitor Product Offerings................................................................................................................ 371 Monitoring Product Offering Performance Analyses ....................................................................... 372 Aggregate QoS Performance Analysis............................................................................................... 372 Assist Trend Analysis Development .................................................................................................. 373 Log Product Offering Analysis Results .............................................................................................. 373 Agree Service Outages ...................................................................................................................... 374 Track Customer QoS/SLA Management Process Capability ............................................................. 374 Manage Customer QoS/SLA Management Notification ................................................................... 375 Undertake QoS/SLA Performance Trend Analysis ............................................................................ 375 1.2.7 Product Specification & Offering Development & Retirement.................................................... 376 Product Specification & Offering Development & Retirement......................................................... 376 Product Specification Development & Retirement .......................................................................... 377 Product Offering Development & Retirement .................................................................................. 378 1.2.7.1 Product Specification Development & Retirement .................................................................. 379 Product Specification Development & Retirement .......................................................................... 379 Gather & Analyze New Product Specification Ideas ......................................................................... 381 Develop New Product Specification Business Proposal .................................................................... 381 Develop Detailed Product Specification ........................................................................................... 382 Manage Product Specification Development ................................................................................... 383 Remove Product Specification .......................................................................................................... 384 1.2.7.1.1 Gather & Analyze New Product Specification Ideas .............................................................. 384 TM Forum 2018. All Rights Reserved.
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Gather & Analyze New Product Specification Ideas ......................................................................... 385 Gather Product Specification Ideas................................................................................................... 386 Identify Product Specification Opportunities and Requirements ..................................................... 386 Develop New Product Specification Opportunity Concepts ............................................................. 387 1.2.7.1.2 Develop New Product Specification Business Proposal......................................................... 387 Develop New Product Specification Business Proposal .................................................................... 387 Identify New Product Specification Requirements ........................................................................... 388 Identify New Product Specification Development Costs and Anticipated Benefits ......................... 389 Assess New Product Specification Risks and Competitive Positioning ............................................. 389 Develop New Product Specification Feasibility Assessment ............................................................ 390 Prepare New Product Specification Business Proposal .................................................................... 390 Issue New Product Specification Business Proposal Notification ..................................................... 391 Approve New Product Specification Business Proposal ................................................................... 391 1.2.7.1.2.5 Prepare New Product Specification Business Proposal ...................................................... 392 Prepare New Product Specification Business Proposal .................................................................... 393 Provide New Product Specification Business Proposal Notification ................................................ 394 Manage New Product Specification Involved Party .......................................................................... 394 1.2.7.1.3 Develop Detailed Product Specification ................................................................................ 395 Develop Detailed Product Specification ........................................................................................... 395 Develop Detailed Product Commercial Specifications...................................................................... 396 Develop Detailed Product Technical Specifications .......................................................................... 397 Develop Detailed Product Performance Specifications .................................................................... 398 Develop Detailed Product Operational Specifications...................................................................... 398 Develop Detailed Product Customer Manuals.................................................................................. 399 1.2.7.1.3.1 Develop Detailed Product Commercial Specifications ....................................................... 400 Develop Detailed Product Commercial Specifications...................................................................... 400 Define Product Specification............................................................................................................. 401 Define Product Specification Features/Properties ........................................................................... 401 Define Product Specification Type .................................................................................................... 402 Associate Price to Product Specification........................................................................................... 403 Define Inter-Product Specification Association ................................................................................ 403 Ensure Product Specification Documentation Production ............................................................... 404 1.2.7.2 Product Offering Development & Retirement .......................................................................... 404 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Product Offering Development & Retirement .................................................................................. 404 Product Offering Lifecycle Management .......................................................................................... 405 Product Offering Pricing.................................................................................................................... 406 Product Offering Cataloging.............................................................................................................. 407 Product Offering Agreement Management ...................................................................................... 408 Product Offering Prototyping ........................................................................................................... 408 Product Offering Promotion Development ...................................................................................... 409 1.2.7.2.1 Product Offering Lifecycle Management ............................................................................... 410 Product Offering Lifecycle Management .......................................................................................... 410 Gather & Analyze New Product Offering Ideas................................................................................. 411 Develop New Product Offering Business Proposal ........................................................................... 412 Develop Detailed Product Offering ................................................................................................... 413 Conduct Product Offering Acceptance Testing ................................................................................. 414 Assess Performance of Existing Product Offering ............................................................................. 414 Manage Product Offering Exit........................................................................................................... 415 Rollout/Launch Product Offering ...................................................................................................... 416 Manage Product Offering Development........................................................................................... 416 1.2.7.2.1.1 Gather & Analyze New Product Offering Ideas .................................................................. 417 Gather & Analyze New Product Offering Ideas................................................................................. 418 Gather Product Offering Ideas .......................................................................................................... 419 Identify Product Offering Opportunities and Requirements ............................................................ 419 Develop New Product Offering Opportunity Concepts .................................................................... 420 1.2.7.2.1.2 Develop New Product Offering Business Proposal ............................................................. 420 Develop New Product Offering Business Proposal ........................................................................... 420 Identify New Product Offering Requirements .................................................................................. 421 Identify New Product Offering Development Costs and Anticipated Benefits ................................. 422 Assess New Product Offering Risks and Competitive Positioning .................................................... 422 Develop New Product Offering Feasibility Assessment .................................................................... 423 Prepare New Product Offering Business Proposal............................................................................ 423 Provide New Product Offering Business Proposal Notification ....................................................... 424 Approve New Product Offering Business Proposal........................................................................... 425 1.2.7.2.1.2.6 Provide New Product Offering Business Proposal Notification ...................................... 425 Provide New Product Offering Business Proposal Notification ....................................................... 426 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Manage New Product Offering Involved Party ................................................................................. 427 Issue New Product Offering Business Proposal Notification ............................................................ 427 1.2.7.2.1.3 Develop Detailed Product Offering ..................................................................................... 428 Develop Detailed Product Offering ................................................................................................... 428 Develop Detailed Product Offering Commercial Specifications ....................................................... 429 Develop Detailed Product Offering Performance Specifications ...................................................... 430 1.2.7.2.1.3.1 Develop Detailed Product Offering Commercial Specifications ...................................... 431 Develop Detailed Product Offering Commercial Specifications ....................................................... 431 Define Product Offering .................................................................................................................... 432 Define Product Offering Features/Properties................................................................................... 432 Associate Price to Product Offering .................................................................................................. 433 Define Inter-Product Offering Association........................................................................................ 433 Define Product Offering Associations ............................................................................................... 434 Ensure Product Offering Documentation Production....................................................................... 434 1.2.7.2.1.4 Conduct Product Offering Acceptance Testing ................................................................... 435 Conduct Product Offering Acceptance Testing ................................................................................. 435 Manage Product Offering Acceptance Testing ................................................................................. 436 Identify Product Offering Issues........................................................................................................ 437 Manage Product Offering Improvements ......................................................................................... 437 Approve Product Offering for Launch/Rollout.................................................................................. 437 1.2.7.2.1.4.1 Manage Product Offering Acceptance Testing ................................................................ 438 Manage Product Offering Acceptance Testing ................................................................................. 438 Define Product Offering Acceptance Test......................................................................................... 439 Identify Product Offering Acceptance Test Participants ................................................................... 439 Conduct Product Offering Acceptance Test ...................................................................................... 440 1.2.7.2.1.6 Manage Product Offering Exit ............................................................................................ 440 Manage Product Offering Exit........................................................................................................... 441 Identify Unviable Product Offering ................................................................................................... 441 Identify Product Offering Exit Impact ............................................................................................... 442 Develop Product Offering Exit Strategies ......................................................................................... 442 Exit Product Offering from Market ................................................................................................... 443 1.2.7.2.1.7 Rollout/Launch Product Offering ........................................................................................ 444 Rollout/Launch Product Offering ...................................................................................................... 444 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Develop Product Offering Procedures .............................................................................................. 445 Support Product Offering Operational Introduction ........................................................................ 445 Conduct Operational Readiness Testing ........................................................................................... 446 Accept Product Offering Process Capabilities................................................................................... 446 1.2.7.2.2 Product Offering Pricing......................................................................................................... 447 Product Offering Pricing.................................................................................................................... 447 Standard Product Offering Pricing .................................................................................................... 448 Policy-based Product Offering Pricing .............................................................................................. 448 Algorithmic Product Offering Pricing ................................................................................................ 449 Feature/Property Product Offering Pricing....................................................................................... 450 1.2.7.2.2.1 Standard Product Offering Pricing ...................................................................................... 451 Standard Product Offering Pricing .................................................................................................... 451 Set Product Offering Price................................................................................................................. 452 Develop Product Offering Pricing Plan.............................................................................................. 453 Modify Product Offering Price .......................................................................................................... 454 Obtain Product Offering Price Approval ........................................................................................... 454 Provide Product Offering Price Notification ..................................................................................... 455 Discontinue Product Offering Price .................................................................................................. 455 1.2.7.2.2.1.1 Set Product Offering Price ............................................................................................... 456 Set Product Offering Price................................................................................................................. 456 Create Product Offering Price ........................................................................................................... 457 Define Product Offering Price Event ................................................................................................. 457 Associate Product Offering Price with Geographic Area .................................................................. 458 1.2.7.2.2.1.2 Develop Product Offering Pricing Plan ............................................................................ 458 Develop Product Offering Pricing Plan.............................................................................................. 459 Define Product Offering Price Plan ................................................................................................... 460 Modify Product Offering Price Plan .................................................................................................. 460 1.2.7.2.2.1.3 Modify Product Offering Price ......................................................................................... 461 Modify Product Offering Price .......................................................................................................... 461 Suggest Product Offering Price Modification.................................................................................... 462 Make Product Offering Price Modification ....................................................................................... 463 1.2.7.2.2.1.5 Provide Product Offering Price Notification .................................................................... 463 Provide Product Offering Price Notification ..................................................................................... 464 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Manage Pricing Notification Involved Party ..................................................................................... 464 Issue Pricing Notification .................................................................................................................. 465 1.2.7.2.2.2 Policy-based Product Offering Pricing ................................................................................ 465 Policy-based Product Offering Pricing .............................................................................................. 466 Develop Product Offering Price Condition ....................................................................................... 467 Develop Product Offering Price Action ............................................................................................. 467 Develop Product Offering Price Variable .......................................................................................... 468 Develop Product Offering Price Value .............................................................................................. 469 Manage Pricing Policy Association with Product Offering ................................................................ 469 1.2.7.2.2.3 Algorithmic Product Offering Pricing .................................................................................. 470 Algorithmic Product Offering Pricing ................................................................................................ 470 Develop Algorithmic Product Offering Pricing Matrix Specification ................................................ 471 Develop Algorithmic Product Offering Pricing Matrix ..................................................................... 472 1.2.7.2.2.3.1 Develop Algorithmic Product Offering Pricing Matrix Specification............................... 473 Develop Algorithmic Product Offering Pricing Matrix Specification ................................................ 473 Develop Algorithmic Product Offering Pricing Matrix Specification Definition ................................ 474 Develop Algorithmic Product Offering Pricing Matrix Specification Structure................................. 474 1.2.7.2.2.3.2 Develop Algorithmic Product Offering Pricing Matrix .................................................... 475 Develop Algorithmic Product Offering Pricing Matrix ..................................................................... 476 Develop Algorithmic Product Offering Pricing Matrix Definition ..................................................... 477 Develop Algorithmic Product Offering Pricing Matrix Cells .............................................................. 477 1.2.7.2.2.4 Feature/Property Product Offering Pricing ........................................................................ 478 Feature/Property Product Offering Pricing....................................................................................... 479 Develop Simple Feature/Property Product Offering Pricing ............................................................ 479 Develop Complex Feature/Property Product Offering Pricing ......................................................... 480 1.2.7.2.3 Product Offering Cataloging .................................................................................................. 480 Product Offering Cataloging.............................................................................................................. 481 Develop Product Offering Catalog Specification............................................................................... 482 Develop Product Offering Catalog .................................................................................................... 482 Exchange Product Offering Catalog .................................................................................................. 483 1.2.7.2.3.2 Develop Product Offering Catalog ...................................................................................... 483 Develop Product Offering Catalog .................................................................................................... 484 Define Product Offering Catalog ....................................................................................................... 485 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Associate Product Offering with Product Offering Catalog .............................................................. 485 1.2.7.2.4 Product Offering Agreement Management ........................................................................... 486 Product Offering Agreement Management ...................................................................................... 486 Define Product Offering Agreement Terms/Conditions ................................................................... 487 Associate Product Offering and Price with Product Offering Agreement ........................................ 488 1.2.7.2.6 Product Offering Promotion Development ........................................................................... 488 Product Offering Promotion Development ...................................................................................... 488 Define Product Offering Promotion Scope ...................................................................................... 489 Ensure Product Offering Promotion Capability ................................................................................ 490 Develop Product Offering Promotion ............................................................................................... 490 Start Product Offering Promotion..................................................................................................... 491 Monitor Product Offering Promotion Effectiveness ......................................................................... 491 Modify Product Offering Promotion ................................................................................................. 492 End Product Offering Promotion ..................................................................................................... 492 Undertake Product Offering Promotion Trend Analysis ................................................................... 493 1.2.7.2.6.3 Develop Product Offering Promotion ................................................................................. 493 Develop Product Offering Promotion ............................................................................................... 494 Create Product Offering Promotion .................................................................................................. 495 Select Product Offering Promotion Delivery Channels ..................................................................... 495 Obtain Product Offering Promotion Agreement .............................................................................. 496 1.2.7.2.6.4 Start Product Offering Promotion....................................................................................... 496 Start Product Offering Promotion..................................................................................................... 496 Manage Product Offering Promotion Channel Capability ................................................................ 497 Manage Product Offering Promotion Channel Resources ................................................................ 497 Wrap-up Start of Product Offering Promotion ................................................................................. 498 1.2.7.2.6.5 Monitor Product Offering Promotion Effectiveness ........................................................... 498 Monitor Product Offering Promotion Effectiveness ......................................................................... 499 Develop Product Offering Promotion Metrics .................................................................................. 499 Gather Product Offering Promotion Metrics .................................................................................... 500 Analyze Product Offering Promotion Metrics................................................................................... 500 Suggest Product Offering Promotion Change ................................................................................... 501 1.2.8 Product Capacity Management ................................................................................................... 501 Product Capacity Management ........................................................................................................ 502 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Develop Product Capacity ................................................................................................................. 503 Develop Product Capacity Demand .................................................................................................. 503 1.2.9 Product Offering Purchasing ........................................................................................................ 504 Product Offering Purchasing ............................................................................................................. 504 Initiate Product Offering Purchase ................................................................................................... 505 Manage Product Offering Purchase Selection .................................................................................. 506 Track & Manage Product Offering Purchase .................................................................................... 506 Review Product Offering Purchase ................................................................................................... 507 Complete Product Offering Purchase ............................................................................................... 508 Close Product Offering Purchase ...................................................................................................... 508 Cancel Product Offering Purchase .................................................................................................... 509 Report Product Offering Purchase .................................................................................................... 509 1.2.9.1 Initiate Product Offering Purchase ........................................................................................... 510 Initiate Product Offering Purchase ................................................................................................... 511 Select Outbound Purchase Party ...................................................................................................... 512 Create Product Offering Purchase .................................................................................................... 512 1.2.9.1.1 Select Outbound Purchase Party ........................................................................................... 513 Select Outbound Purchase Party ...................................................................................................... 514 Identify Appropriate Outbound Purchase Parties ............................................................................ 514 Determine Party Pre-Purchase Feasibility ........................................................................................ 515 Select External Party ......................................................................................................................... 516 1.2.9.1.2 Create Product Offering Purchase ......................................................................................... 516 Create Product Offering Purchase .................................................................................................... 517 Create Basic Product Offering Purchase Information ....................................................................... 518 Identify Additional Product Offering Purchase Processing ............................................................... 519 Request Product Offering Purchase Special Handling ...................................................................... 519 Relate Product Offering Purchases ................................................................................................... 520 1.2.9.2 Manage Product Offering Purchase Selection .......................................................................... 520 Manage Product Offering Purchase Selection .................................................................................. 521 Make Product Offering Purchase Selection ...................................................................................... 521 Change Product Offering Purchase Selection ................................................................................... 522 Remove Product Offering Purchase Selection .................................................................................. 523 Return Product Offering Purchase .................................................................................................... 523 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
1.2.9.2.1 Make Product Offering Purchase Selection ........................................................................... 524 Make Product Offering Purchase Selection ...................................................................................... 524 Make Product Offering Purchase Choice .......................................................................................... 525 Specify Product Offering Purchase Quantity .................................................................................... 525 Choose Product Offering Purchase Price .......................................................................................... 526 Make Other Product Offering Purchase Recommendation .............................................................. 527 1.2.9.2.1.1 Make Product Offering Purchase Choice ............................................................................ 527 Make Product Offering Purchase Choice .......................................................................................... 528 Choose Product Offering to Purchase............................................................................................... 529 Create Customized Product Offering to Purchase ............................................................................ 529 1.2.9.2.1.2 Specify Product Offering Purchase Quantity ...................................................................... 530 Specify Product Offering Purchase Quantity .................................................................................... 530 Select Product Offering Purchase Quantity ...................................................................................... 531 Backorder Chosen Product Offering ................................................................................................. 531 1.2.9.2.4 Return Product Offering Purchase ......................................................................................... 532 Return Product Offering Purchase .................................................................................................... 533 Request Product Offering Purchase Return ...................................................................................... 534 Approve Product Offering Purchase Return ..................................................................................... 534 1.2.9.3 Track & Manage Product Offering Purchase ............................................................................ 535 Track & Manage Product Offering Purchase .................................................................................... 535 Monitor Product Offering Purchase Jeopardy Status ....................................................................... 536 Update Product Offering Purchase ................................................................................................... 537 1.2.9.5 Complete Product Offering Purchase ....................................................................................... 537 Complete Product Offering Purchase ............................................................................................... 537 Finish Product Offering Purchase...................................................................................................... 538 Acknowledge Product Offering Purchase Completion ..................................................................... 539 Coordinate Product Offering Purchase Provisioning ........................................................................ 539 Initiate Additional Product Offering Purchase(s) .............................................................................. 540 1.2.9.7 Cancel Product Offering Purchase ............................................................................................ 540 Cancel Product Offering Purchase .................................................................................................... 541 Receive Product Offering Purchase Cancellation Request ............................................................... 541 Approve Product Offering Purchase Cancellation ............................................................................ 542 Update Product Offering Purchase Status to Cancelled ................................................................... 542 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Notify Cancelled Product Offering Purchase Impacted Party ........................................................... 543 1.2.9.8 Report Product Offering Purchase ............................................................................................ 543 Report Product Offering Purchase .................................................................................................... 544 Monitor Product Offering Purchase Status....................................................................................... 545 Manage Product Offering Purchase Status Notification ................................................................... 545 Report Product Offering Purchases Status ....................................................................................... 546 1.2.10 Product Lifecycle Management ................................................................................................. 546 Product Lifecycle Management ........................................................................................................ 546 Product Lifecycle Administration ...................................................................................................... 547 Product Pricing .................................................................................................................................. 548 Proactive Product Maintenance ....................................................................................................... 549 1.2.10.1 Product Lifecycle Administration ............................................................................................ 550 Product Lifecycle Administration ...................................................................................................... 550 Create Product .................................................................................................................................. 551 Specify Party Product Involvement ................................................................................................... 551 Activate Product................................................................................................................................ 552 Modify Product ................................................................................................................................. 553 Remove Product................................................................................................................................ 553 Provide Product Review .................................................................................................................... 554 Inactivate Product ............................................................................................................................. 554 1.2.10.1.1 Create Product ..................................................................................................................... 555 Create Product .................................................................................................................................. 555 Add Product ...................................................................................................................................... 556 Create Product Features/Properties ................................................................................................. 557 1.2.10.1.2 Specify Party Product Involvement...................................................................................... 557 Specify Party Product Involvement ................................................................................................... 558 Define Party Product Involvement.................................................................................................... 559 Define Party Identity Specific Information........................................................................................ 559 1.2.10.2 Product Pricing ........................................................................................................................ 560 Product Pricing .................................................................................................................................. 560 Apply Product Price........................................................................................................................... 561 Update Product Price ........................................................................................................................ 562 Remove Product Price....................................................................................................................... 562 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
1.2.10.2.1 Apply Product Price.............................................................................................................. 563 Apply Product Price........................................................................................................................... 563 Associate Price to Product ................................................................................................................ 564 Associate Policy to Product Price ...................................................................................................... 564 1.2.10.3 Proactive Product Maintenance ............................................................................................. 565 Proactive Product Maintenance ....................................................................................................... 565 Identify Proactive Maintenance Product .......................................................................................... 566 Request Additional Product Data Collection .................................................................................... 567 Develop Product Proactive Maintenance Program .......................................................................... 567 Request Product Provisioning Activity .............................................................................................. 568 1.3.1 Customer Support & Readiness ................................................................................................... 568 Customer Support & Readiness ........................................................................................................ 568 Support Customer Interface Management ....................................................................................... 569 Support Order Handling .................................................................................................................... 570 Support Problem Handling................................................................................................................ 572 Support Retention & Loyalty............................................................................................................. 573 Manage Customer Inventory ............................................................................................................ 574 Support Bill Invoice Management..................................................................................................... 575 Support Bill Payments & Receivables Management ......................................................................... 575 Support Bill Inquiry Handling ............................................................................................................ 576 Support Charging .............................................................................................................................. 577 Support Manage Billing Events ......................................................................................................... 577 Support Manage Balance .................................................................................................................. 578 1.3.1.1 Support Customer Interface Management............................................................................... 579 Support Customer Interface Management ....................................................................................... 579 Ensure Customer Interface Capability .............................................................................................. 580 Undertake Customer Contacts Trend Analysis ................................................................................. 581 1.3.1.2 Support Order Handling ............................................................................................................ 581 Support Order Handling .................................................................................................................... 581 Ensure Order Handling Capability ..................................................................................................... 583 Forecast Order Handling Requirements ........................................................................................... 584 Capacity Plan Order Handling Infrastructure .................................................................................... 584 Manage Order Handling Organizational Changes............................................................................. 584 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Support Order Handling Infrastructure Deployment........................................................................ 585 Approve Order Handling Procedures ................................................................................................ 585 Accept Order Handling Infrastructure .............................................................................................. 586 Address Order Handling infrastructure Issues .................................................................................. 586 Roll-out Order Handling Infrastructure............................................................................................. 587 Detect Order Handling infrastructure Shortfalls............................................................................... 587 Rebalance Order Handling Infrastructure Utilization ....................................................................... 588 Remove Order Handling Infrastructure ............................................................................................ 588 Report Order Handling Infrastructure Capacity ................................................................................ 589 Track Third-Party Order Handling Infrastructure Deployment ......................................................... 589 Report Order Handling Infrastructure Deployment Process Capability ........................................... 590 Manage Order Handling Notification................................................................................................ 590 Undertake Order Handling Trend Analysis ....................................................................................... 591 1.3.1.3 Support Problem Handling........................................................................................................ 591 Undertake Product Offering Trend Analysis [Deleted] ..................................................................... 592 Request Product Offering Data Collection [Deleted] ........................................................................ 592 Request Product Offering Performance Testing [Deleted] ............................................................... 593 Manage Product Offering Maintenance Programs [Deleted]........................................................... 593 Request Provisioning Intervention [Deleted] ................................................................................... 594 Support Problem Handling................................................................................................................ 594 Ensure Product Offering Operation .................................................................................................. 595 Report Product Offering Trend Analysis ........................................................................................... 596 Track Problem Handling Process Capability ...................................................................................... 596 Manage Problem Handling Notification ........................................................................................... 597 Undertake Problem Handling Trend Analysis ................................................................................... 597 1.3.1.4 Support Retention & Loyalty..................................................................................................... 598 Support Retention & Loyalty............................................................................................................. 598 Ensure Retention & Loyalty Capability.............................................................................................. 599 Undertake Retention & Loyalty Trend Analysis ................................................................................ 599 1.3.1.5 Manage Customer Inventory .................................................................................................... 600 Manage Customer Inventory ............................................................................................................ 600 Identify Relevant Customer Inventory Information.......................................................................... 601 Maintain Customer Inventory facilities ............................................................................................ 602 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Manage Customer Inventory Capture .............................................................................................. 602 Control Customer Inventory Access.................................................................................................. 602 Ensure Customer Inventory Data Quality ......................................................................................... 603 Track Customer Inventory Usage ...................................................................................................... 604 Identify Customer Inventory Shortcomings ...................................................................................... 604 1.3.1.6 Support Bill Invoice Management............................................................................................. 605 Support Bill Invoice Management..................................................................................................... 605 Determine Bill Invoice Management Capability ............................................................................... 606 Establish & Maintain Bill Invoice Format .......................................................................................... 606 Maintain Bill Customers List ............................................................................................................. 607 Define Billing Cycle ............................................................................................................................ 607 Analyze Billing Trend ......................................................................................................................... 608 Design & Develop Invoicing Process ................................................................................................. 608 1.3.1.7 Support Bill Payments & Receivables Management................................................................. 609 Support Bill Payments & Receivables Management ......................................................................... 610 Determine Bill Payments & Receivables Management Capability ................................................... 610 Analyze Customer Payment Trend.................................................................................................... 611 Administer Customer Payment Processes ........................................................................................ 611 1.3.1.8 Support Bill Inquiry Handling .................................................................................................... 612 Support Bill Inquiry Handling ............................................................................................................ 612 Determine Bill Inquiry Handling Capability ....................................................................................... 613 Manage Billing Policy ........................................................................................................................ 614 Analyze Bill Inquiry Trend ................................................................................................................. 614 1.3.2 Customer Experience Management ............................................................................................ 615 Customer Experience Management ................................................................................................. 615 Customer Experience Maturity Assessment ..................................................................................... 616 Mapping and Analysis of Experience Lifecycles ................................................................................ 617 1.3.2.1 Customer Experience Maturity Assessment ............................................................................. 617 Customer Experience Maturity Assessment ..................................................................................... 618 1.3.2.4 Mapping and Analysis of Experience Lifecycles ........................................................................ 619 Mapping and Analysis of Experience Lifecycles ................................................................................ 619 Select Journey ................................................................................................................................... 619 Record Journey ................................................................................................................................. 620 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Analyze Journey ................................................................................................................................ 620 Measure Customer Experience Improvements ................................................................................ 621 1.3.2.4.1 Select Journey ........................................................................................................................ 621 Select Journey ................................................................................................................................... 622 Select Touchpoint ............................................................................................................................. 622 Select Persona ................................................................................................................................... 623 Select Metrics Per Touchpoint .......................................................................................................... 623 1.3.2.4.1.1 Select Touchpoint ............................................................................................................... 624 Select Touchpoint ............................................................................................................................. 625 Select Channel................................................................................................................................... 626 Select Journey Phase......................................................................................................................... 626 1.3.2.4.3 Analyze Journey ..................................................................................................................... 627 Analyze Journey ................................................................................................................................ 627 Analyze Journey Trends .................................................................................................................... 628 Analyze Root Causes ......................................................................................................................... 628 Analyze Touchpoint trigger ............................................................................................................... 629 Analyze Across Journeys ................................................................................................................... 629 Recommend Customer Experience Improvement............................................................................ 629 1.3.3 Order Handling............................................................................................................................. 630 Order Handling .................................................................................................................................. 630 Determine Customer Order Feasibility ............................................................................................. 631 Authorize Credit ................................................................................................................................ 632 Track & Manage Customer Order Handling ...................................................................................... 632 Complete Customer Order ................................................................................................................ 633 Issue Customer Orders...................................................................................................................... 634 Report Customer Order Handling ..................................................................................................... 635 Close Customer Order ....................................................................................................................... 636 1.3.3.1 Determine Customer Order Feasibility ..................................................................................... 636 Determine Customer Order Feasibility ............................................................................................. 637 Perform Impact Analysis ................................................................................................................... 638 Check offering availability ............................................................................................................... 638 Check Offering feasibility .................................................................................................................. 639 1.3.3.4 Track & Manage Customer Order Handling.............................................................................. 639 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Track & Manage Customer Order Handling ...................................................................................... 639 Manage Customer Order .................................................................................................................. 640 Track Customer Order....................................................................................................................... 641 Update Order Repository .................................................................................................................. 641 1.3.3.6 Issue Customer Orders.............................................................................................................. 642 Issue Customer Orders...................................................................................................................... 643 Assess Customer Order ..................................................................................................................... 644 Issue Customer Order ....................................................................................................................... 645 1.3.3.7 Report Customer Order Handling ............................................................................................. 645 Report Customer Order Handling ..................................................................................................... 646 Monitor Customer Order Status ....................................................................................................... 647 Manage Customer Order Status Notification ................................................................................... 647 Report Customer Order Status ......................................................................................................... 647 1.3.4 Customer Management ............................................................................................................... 648 Customer Management .................................................................................................................... 648 Enable Retention & Loyalty............................................................................................................... 649 Establish Customer Relationship....................................................................................................... 650 Re-establish Customer Relationship ................................................................................................. 650 Terminate Customer Relationship .................................................................................................... 651 1.3.4.1 Enable Retention & Loyalty....................................................................................................... 652 Enable Retention & Loyalty............................................................................................................... 652 Build Customer Insight ...................................................................................................................... 653 Analyze & Manage Customer Risk .................................................................................................... 653 Personalize Customer Profile for Retention & Loyalty ..................................................................... 654 Validate Customer Satisfaction ......................................................................................................... 655 1.3.4.1.1 Build Customer Insight ........................................................................................................... 655 Build Customer Insight ...................................................................................................................... 656 Gather Customer Information .......................................................................................................... 657 Report Customer Information .......................................................................................................... 657 1.3.4.1.2 Analyze & Manage Customer Risk ......................................................................................... 658 Analyze & Manage Customer Risk .................................................................................................... 658 Ensure Risk Analysis Basis ................................................................................................................. 659 Ensure Consistent Risk Analysis ........................................................................................................ 659 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Determine Customer Risk ................................................................................................................. 660 Identify Risk Management Treatment .............................................................................................. 660 1.3.4.1.3 Personalize Customer Profile for Retention & Loyalty .......................................................... 661 Personalize Customer Profile for Retention & Loyalty ..................................................................... 661 Collect Customer Personalization Information ................................................................................. 662 Provide Customer Personalization Information ............................................................................... 663 Ensure Customer Personalization Opportunities.............................................................................. 663 1.3.4.1.4 Validate Customer Satisfaction.............................................................................................. 664 Validate Customer Satisfaction ......................................................................................................... 665 Validate Solution Predicted/Expected Value .................................................................................... 665 Validate Satisfaction of Customer..................................................................................................... 666 Initialize after-sales processes .......................................................................................................... 666 1.3.4.2 Establish Customer Relationship .............................................................................................. 667 Establish Customer Relationship....................................................................................................... 667 Verify Customer ................................................................................................................................ 668 Establish New Customer Identity ...................................................................................................... 668 Clean-up & Archive Customer Identifying Information .................................................................... 669 De-duplicate Customer Identity ........................................................................................................ 669 Issue Unique Customer ID................................................................................................................. 670 Gather Authentication Information .................................................................................................. 670 1.3.5 Customer Interaction Management ............................................................................................ 671 Customer Interaction Management ................................................................................................. 671 Create Customer Interaction ............................................................................................................ 672 Update Customer Interaction ........................................................................................................... 673 Close Customer Interaction .............................................................................................................. 673 Log Customer Interaction ................................................................................................................. 674 Notify Customer ................................................................................................................................ 674 Track and Manage Customer Interaction ......................................................................................... 675 Report Customer interaction ............................................................................................................ 675 Authenticate User ............................................................................................................................. 676 Customer Interface Management..................................................................................................... 676 1.3.5.9 Customer Interface Management ............................................................................................ 677 Customer Interface Management..................................................................................................... 677 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Manage Request (Including Self Service) .......................................................................................... 678 Analyze & Report on Customer......................................................................................................... 679 Mediate & Orchestrate Customer Interactions ................................................................................ 679 1.3.5.9.2 Manage Request (Including Self Service) ............................................................................... 680 Manage Request (Including Self Service) .......................................................................................... 680 Handle Request ................................................................................................................................. 681 Provide Request Status ..................................................................................................................... 681 Close Request .................................................................................................................................... 682 1.3.5.9.3 Analyze & Report on Customer ............................................................................................. 682 Analyze & Report on Customer......................................................................................................... 683 Analyze Customer Requests & Contacts ........................................................................................... 684 Report Customer Requests & Contacts ............................................................................................ 684 1.3.5.9.4 Mediate & Orchestrate Customer Interactions ..................................................................... 685 Mediate & Orchestrate Customer Interactions ................................................................................ 685 Identify Customer Interactions Data Formats .................................................................................. 686 Orchestrate Customer Interactions .................................................................................................. 686 Mediate Customer Interactions ........................................................................................................ 687 1.3.6 Customer Information Management ........................................................................................... 687 Customer Information Management ................................................................................................ 688 Create Customer Record ................................................................................................................... 688 Update Customer Data ..................................................................................................................... 689 Notify Customer Data Change .......................................................................................................... 690 Archive Customer Data ..................................................................................................................... 690 Build a unified customer view........................................................................................................... 691 1.3.7 Problem Handling ........................................................................................................................ 691 Problem Handling ............................................................................................................................. 691 Isolate Customer Problem ................................................................................................................ 692 Report Customer Problem ................................................................................................................ 693 Track & Manage Customer Problem ................................................................................................. 694 Close Customer Problem Report....................................................................................................... 695 Create Customer Problem Report .................................................................................................... 695 Correct & Recover Customer Problem.............................................................................................. 696 1.3.7.1 Isolate Customer Problem ........................................................................................................ 697 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Isolate Customer Problem ................................................................................................................ 697 Verify Product Configuration ............................................................................................................ 698 Perform Specific Customer Problem Diagnostics ............................................................................. 698 Perform Specific Customer Problem Tests ....................................................................................... 699 Notify T&M Root Cause Customer Problem ..................................................................................... 699 Categorize Customer Problem .......................................................................................................... 700 Identify Root Cause / Check for Workarounds ................................................................................. 701 Obtain permanent fix or workarounds ............................................................................................. 701 Create customer problem restoration plan ...................................................................................... 702 Create Known record ........................................................................................................................ 702 1.3.7.2 Report Customer Problem ........................................................................................................ 703 Report Customer Problem ................................................................................................................ 703 Monitor Customer Problem .............................................................................................................. 704 Distribute Customer Problem Notifications...................................................................................... 704 Distribute Customer Problem Management Reports & Summaries ................................................ 705 Notify Customer Problem ................................................................................................................. 705 Issue Customer Problem Management Summaries ......................................................................... 706 Generate Customer Problem Management Reports ........................................................................ 706 1.3.7.3 Track & Manage Customer Problem ......................................................................................... 707 Track & Manage Customer Problem ................................................................................................. 707 Coordinate Customer Problem ......................................................................................................... 708 Cancel Customer Problem ................................................................................................................ 709 Escalate/End Customer Problem ...................................................................................................... 710 Monitor Customer Problem Jeopardy Status ................................................................................... 710 Prioritize Customer Problem............................................................................................................. 710 Escalate Customer Problem to support team ................................................................................... 711 1.3.7.4 Close Customer Problem Report .............................................................................................. 712 Close Customer Problem Report....................................................................................................... 712 Contact Customer for Feedback ....................................................................................................... 713 Complete and Validate Customer Problem Report .......................................................................... 713 Update Time to Restore Service ....................................................................................................... 714 Finalize Customer Problem Report ................................................................................................... 714 Communicate Service improvement Opportunity............................................................................ 715 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
1.3.7.5 Create Customer Problem Report ............................................................................................ 715 Create Customer Problem Report .................................................................................................... 716 Generate Customer Problem Report ................................................................................................ 716 Obtain Configuration Information .................................................................................................... 717 Check for major outage..................................................................................................................... 718 1.3.7.6 Correct & Recover Customer Problem...................................................................................... 718 Correct & Recover Customer Problem.............................................................................................. 718 Manage Product Restoration ............................................................................................................ 719 Report Product Restoration Results ................................................................................................. 720 Determine Resolution Feasibility and Justification........................................................................... 720 Implement Customer Problem Workaround .................................................................................... 721 Test & Validate Implemented Solution ............................................................................................. 721 Initiate Change Request .................................................................................................................... 722 Review Major Customer Problem ..................................................................................................... 722 1.3.8 Customer QoS/SLA Management ................................................................................................ 723 Customer QoS/SLA Management ..................................................................................................... 723 Assess Customer QoS/SLA Performance........................................................................................... 724 Manage QoS/SLA Violation ............................................................................................................... 725 Report Customer QoS Performance ................................................................................................. 726 Create Customer QoS Performance Degradation Report ................................................................. 726 Track & Manage Customer QoS Performance Resolution ................................................................ 727 Close Customer QoS Performance Degradation Report ................................................................... 728 1.3.8.1 Assess Customer QoS/SLA Performance .................................................................................. 729 Assess Customer QoS/SLA Performance........................................................................................... 729 Collect QoS Information.................................................................................................................... 730 Convert QoS Information .................................................................................................................. 730 Check QoS Thresholds Met ............................................................................................................... 731 Maintain Overview of Product Offering Quality ............................................................................... 731 Prepare/Follow-up for Performance Reviews .................................................................................. 732 Carry Out Performance Reviews ....................................................................................................... 732 1.3.8.2 Manage QoS/SLA Violation ....................................................................................................... 733 Manage QoS/SLA Violation ............................................................................................................... 733 Analyze QoS Violation ....................................................................................................................... 734 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Take QoS Violation Action................................................................................................................. 734 Follow-up QoS Violation Action ........................................................................................................ 735 Inform Customer on QoS Impacts..................................................................................................... 735 1.3.8.3 Report Customer QoS Performance ......................................................................................... 736 Report Customer QoS Performance ................................................................................................. 736 Monitor Customer QoS Report Status .............................................................................................. 737 Notify Changes on Customer QoS Report Status .............................................................................. 737 Distribute Customer QoS/SLA Management Reports & Summaries ................................................ 738 1.3.8.4 Create Customer QoS Performance Degradation Report......................................................... 739 Create Customer QoS Performance Degradation Report ................................................................. 739 Create Customer QoS Report............................................................................................................ 740 Modify Customer QoS Report ........................................................................................................... 741 Request Cancellation of Customer QoS Report ................................................................................ 741 1.3.8.5 Track & Manage Customer QoS Performance Resolution ........................................................ 741 Track & Manage Customer QoS Performance Resolution ................................................................ 742 Update Customer QoS Report with Analysis Results ........................................................................ 743 Co-ordinate Customer QoS Analysis, Restoration & Repair ............................................................. 743 Modify Customer QoS Report Information....................................................................................... 744 Modify Customer QoS Report Status ................................................................................................ 744 Cancel Customer QoS Report ............................................................................................................ 745 Escalate/End Customer QoS Report ................................................................................................. 745 Engage External Product Suppliers ................................................................................................... 746 Clear Customer QoS Report Status ................................................................................................... 747 1.3.9 Bill Invoice Management ............................................................................................................. 747 Bill Invoice Management .................................................................................................................. 748 Apply Pricing, Discounting, Adjustments & Rebates ........................................................................ 749 Create Customer Bill Invoice ............................................................................................................. 750 Produce & Distribute Bill................................................................................................................... 750 1.3.9.1 Apply Pricing, Discounting, Adjustments & Rebates ................................................................ 751 Apply Pricing, Discounting, Adjustments & Rebates ........................................................................ 752 Obtain Billing Events ......................................................................................................................... 753 Apply Pricing, Discounting, Adjustments & Rebates to Customer Account ..................................... 753 Apply Agreed Customer Bill Adjustment .......................................................................................... 754 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
1.3.9.2 Create Customer Bill Invoice ..................................................................................................... 754 Create Customer Bill Invoice ............................................................................................................. 755 Render & Format Invoice .................................................................................................................. 756 Deliver Electronic Invoice.................................................................................................................. 756 Verify Invoice Quality ........................................................................................................................ 757 Manage Customer Invoice Archive ................................................................................................... 757 1.3.9.3 Produce & Distribute Bill........................................................................................................... 758 Produce & Distribute Bill................................................................................................................... 758 Co-ordinate Billing Insertion ............................................................................................................. 759 Establish & Manage Bill Production Cycle ........................................................................................ 760 Deliver Invoice Information .............................................................................................................. 760 Administer Commercial Arrangement for Production and Distribution Capability.......................... 761 Manage Paper and Envelope Availability.......................................................................................... 762 Manage Production Run to Create Bill.............................................................................................. 762 Manage Physical Production & Distribution Quality ........................................................................ 763 1.3.10 Bill Payments & Receivables Management................................................................................ 764 Bill Payments & Receivables Management....................................................................................... 764 Manage Customer Billing .................................................................................................................. 765 Manage Customer Payments ............................................................................................................ 765 Manage Customer Debt Collection ................................................................................................... 766 1.3.10.2 Manage Customer Payments .................................................................................................. 767 Manage Customer Payments ............................................................................................................ 768 Manage Customer Payment Plan ..................................................................................................... 769 Collect Customer Payment ............................................................................................................... 769 Reconcile Customer Payment ........................................................................................................... 770 Manage Back-End Bank Account ...................................................................................................... 771 Administer Commercial Arrangement for Third Party Supplier ....................................................... 771 1.3.10.3 Manage Customer Debt Collection ......................................................................................... 772 Manage Customer Debt Collection ................................................................................................... 772 Identify Overdue Invoice................................................................................................................... 773 Administer Overdue Invoice Follow-Up ............................................................................................ 774 Manage Overdue Invoice Payment................................................................................................... 775 Initiate Customer Debt Recovery Activities ...................................................................................... 775 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Manage Aged Customer Debt Portfolio ............................................................................................ 776 Establish & Manage Customer Debt Profiles .................................................................................... 777 1.3.11 Bill Inquiry Handling ................................................................................................................... 777 Bill Inquiry Handling .......................................................................................................................... 777 Create Customer Bill Inquiry Report ................................................................................................. 778 Assess Customer Bill Inquiry Report ................................................................................................. 779 Authorize Customer Bill Invoice Adjustment .................................................................................... 780 Track & Manage Customer Bill Inquiry Resolution ........................................................................... 781 Report Customer Bill Inquiry ............................................................................................................. 782 Close Customer Bill Inquiry Report ................................................................................................... 783 1.3.11.1 Create Customer Bill Inquiry Report ....................................................................................... 783 Create Customer Bill Inquiry Report ................................................................................................. 784 Generate Customer Bill Inquiry ........................................................................................................ 785 Convert Customer Bill Inquiry ........................................................................................................... 785 Request Additional Bill Inquiry Information ..................................................................................... 786 1.3.11.2 Assess Customer Bill Inquiry Report ....................................................................................... 786 Assess Customer Bill Inquiry Report ................................................................................................. 787 Verify Customer Bill Inquiry .............................................................................................................. 787 Assess and Investigate Customer Bill Inquiry ................................................................................... 788 Identify Customer Bill Inquiry Root Cause ........................................................................................ 788 Complete Customer Bill Inquiry Assessment .................................................................................... 789 1.3.11.3 Authorize Customer Bill Invoice Adjustment .......................................................................... 790 Authorize Customer Bill Invoice Adjustment .................................................................................... 790 Record Customer Bill Invoice Adjustment ........................................................................................ 791 Analyze Detailed Bill Inquiry ............................................................................................................. 791 Determine Automated Bill Adjustment ............................................................................................ 792 1.3.11.4 Track & Manage Customer Bill Inquiry Resolution ................................................................. 793 Track & Manage Customer Bill Inquiry Resolution ........................................................................... 793 Schedule Customer Bill Inquiry Analysis and Adjustment Activities................................................. 794 Assign Customer Bill Inquiry Analysis and Adjustment Activities ..................................................... 795 Coordinate Customer Bill Inquiry Analysis and Adjustment Activities ............................................. 795 Monitor Customer Bill Inquiry Jeopardy Status ................................................................................ 796 Initiate S/P Customer Bill Inquiry Resolution Request...................................................................... 796 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Modify Customer Bill Inquiry ............................................................................................................ 797 Cancel Customer Bill Inquiry ............................................................................................................. 798 1.3.11.5 Report Customer Bill Inquiry................................................................................................... 798 Report Customer Bill Inquiry ............................................................................................................. 799 Monitor Customer Bill Inquiries ........................................................................................................ 799 Provide Customer Bill Inquiry Change Notification .......................................................................... 800 Provide Management Reports .......................................................................................................... 800 1.3.12 Manage Billing Events ................................................................................................................ 801 Manage Billing Events ....................................................................................................................... 801 Enrich Billing Events .......................................................................................................................... 802 Guide Billing Events........................................................................................................................... 803 Mediate Billing Events....................................................................................................................... 803 Report Billing Event Records ............................................................................................................. 804 1.3.12.1 Enrich Billing Events ................................................................................................................ 805 Enrich Billing Events .......................................................................................................................... 805 Add Billing Event Data ....................................................................................................................... 806 Assign Billing Event Price .................................................................................................................. 806 1.3.12.2 Guide Billing Events ................................................................................................................ 807 Guide Billing Events........................................................................................................................... 808 Ensure Billing Event Usage ................................................................................................................ 808 Distribute Billing Event...................................................................................................................... 809 1.3.12.3 Mediate Billing Events ............................................................................................................ 809 Mediate Billing Events....................................................................................................................... 810 Edit Billing Event ............................................................................................................................... 811 Reformat Billing Event ...................................................................................................................... 811 1.3.12.4 Report Billing Event Records................................................................................................... 812 Report Billing Event Records ............................................................................................................. 812 Generate Billing Event Report........................................................................................................... 813 Investigate Billing Event Related Problem ........................................................................................ 813 Support Billing Event Related Process .............................................................................................. 814 1.3.13 Charging ..................................................................................................................................... 814 Charging ............................................................................................................................................ 815 Perform Rating .................................................................................................................................. 816 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Apply Rate Level Discounts ............................................................................................................... 816 Aggregate Items For Charging........................................................................................................... 817 Manage Customer Charging Hierarchy ............................................................................................. 817 Provide Advice of Charge/Rate ......................................................................................................... 818 1.3.14 Manage Balances ....................................................................................................................... 819 Manage Balances .............................................................................................................................. 819 Manage Balance Containers ............................................................................................................. 819 Manage Balance Policies ................................................................................................................... 820 Balance Operations Management .................................................................................................... 821 Authorize Transaction Based on Balance.......................................................................................... 821 1.4.1 Service Strategy & Planning ......................................................................................................... 822 Service Strategy & Planning .............................................................................................................. 822 Gather & Analyze Service Information ............................................................................................. 823 Manage Service Research ................................................................................................................. 824 Establish Service Strategy & Goals .................................................................................................... 825 Define Service Support Strategies .................................................................................................... 825 Produce Service Business Plans ........................................................................................................ 826 Develop Service Partnership Requirements ..................................................................................... 827 Gain Enterprise Commitment to Service Strategies ......................................................................... 828 1.4.1.1 Gather & Analyze Service Information ..................................................................................... 828 Gather & Analyze Service Information ............................................................................................. 828 Gather Service Information............................................................................................................... 829 Analyze new service directions/enhance existing service ................................................................ 830 Analyze to develop new service requirements ................................................................................. 830 Analyze service growth ..................................................................................................................... 831 1.4.1.2 Manage Service Research ......................................................................................................... 831 Manage Service Research ................................................................................................................. 832 Manage service research investigations ........................................................................................... 833 Manage administration of service research ..................................................................................... 833 Define service research assessment methodologies ........................................................................ 834 1.4.1.3 Establish Service Strategy & Goals ............................................................................................ 834 Establish Service Strategy & Goals .................................................................................................... 835 Establish service strategy .................................................................................................................. 836 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Develop Service Strategy .................................................................................................................. 836 Establish Service goals ...................................................................................................................... 837 Determine Service Strategy Perspective........................................................................................... 837 Formulate Strategic Position............................................................................................................. 838 Produce Service Strategic Plan.......................................................................................................... 838 Determine Actionable Patterns ........................................................................................................ 839 1.4.1.4 Define Service Support Strategies ............................................................................................ 839 Define Service Support Strategies .................................................................................................... 840 Define service support Principles...................................................................................................... 841 Define service support Policies ......................................................................................................... 841 Define Service Support performance standards ............................................................................... 842 1.4.1.5 Produce Service Business Plans ................................................................................................ 842 Produce Service Business Plans ........................................................................................................ 843 Develop & Deliver annual/multi year service business plans ........................................................... 843 Forecast service demand & capture new opportunities .................................................................. 844 Asses impact of service business plan .............................................................................................. 844 Identify timetables for new service capability introduction ............................................................. 845 Identify logistics for new service capability introduction ................................................................. 845 1.4.1.6 Develop Service Partnership Requirements ............................................................................. 846 Develop Service Partnership Requirements ..................................................................................... 846 Identify the requirements for service aspects .................................................................................. 847 Recommend Service Partnership ...................................................................................................... 847 Determine extent of service aspect sourcing .................................................................................. 848 1.4.1.7 Gain Enterprise Commitment to Service Strategies ................................................................. 848 Gain Enterprise Commitment to Service Strategies ......................................................................... 849 Identify Stakeholders to service strategy and service plans ............................................................. 849 Gain service strategy and service plans Stakeholders approval ....................................................... 850 Gain Enterprise Commitment to service strategy and service plans ............................................... 850 1.4.2 Service Capability Delivery ........................................................................................................... 851 Service Capability Delivery ................................................................................................................ 851 Map & Analyze Service Requirements .............................................................................................. 852 Capture Service Capability Shortfalls ................................................................................................ 852 Gain Service Capability Investment Approval ................................................................................... 853 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Design Service Capabilities................................................................................................................ 854 Enable Service Support & Operations............................................................................................... 855 Manage Service Capability Delivery .................................................................................................. 855 Manage Handover to Service Operations ......................................................................................... 856 1.4.2.1 Map & Analyze Service Requirements ...................................................................................... 857 Map & Analyze Service Requirements .............................................................................................. 857 Capture Service Demand & Performance Requirements ................................................................. 858 Agree Service Infrastructure Requirements ..................................................................................... 858 Report Service Infrastructure Requirements .................................................................................... 859 1.4.2.2 Capture Service Capability Shortfalls ........................................................................................ 859 Capture Service Capability Shortfalls ................................................................................................ 860 Capture Service Capacity Shortfalls .................................................................................................. 860 Capture Service Performance Shortfalls ........................................................................................... 861 Capture Service Operational Support Shortfalls ............................................................................... 861 1.4.2.3 Gain Service Capability Investment Approval ........................................................................... 862 Gain Service Capability Investment Approval ................................................................................... 863 Develop Service Capability Investment Proposals ............................................................................ 863 Approve Service Capability Investment ............................................................................................ 864 1.4.2.4 Design Service Capabilities........................................................................................................ 865 Design Service Capabilities................................................................................................................ 865 Define Service Capability Requirements ........................................................................................... 866 Specify Service Capability Infrastructure .......................................................................................... 866 Select Service Capability At Parties ................................................................................................... 867 1.4.2.5 Enable Service Support & Operations....................................................................................... 867 Enable Service Support & Operations............................................................................................... 868 Design Service Operational Support Process Improvements ........................................................... 869 Identify Service Support Groups, Skills & Training............................................................................ 869 Identify Service Support Requirements ............................................................................................ 869 1.4.2.6 Manage Service Capability Delivery .......................................................................................... 870 Manage Service Capability Delivery .................................................................................................. 870 Co-ordinate Service Capability Delivery ............................................................................................ 871 Ensure Service Capability Quality ..................................................................................................... 872 Establish Service Capability Sourcing ................................................................................................ 872 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Develop Service Capability Timetables ............................................................................................. 873 Track and Report Service Capability Delivery ................................................................................... 873 Ensure Service Capability Costs ........................................................................................................ 874 1.4.2.7 Manage Handover to Service Operations ................................................................................. 874 Manage Handover to Service Operations ......................................................................................... 875 Co-ordinate Service Operational Handover ...................................................................................... 875 Validate Service Infrastructure Design ............................................................................................. 876 Ensure Service Handover Support .................................................................................................... 876 1.4.3 Service Development & Retirement ............................................................................................ 877 Service Development & Retirement ................................................................................................. 877 Gather & Analyze New Service Ideas ................................................................................................ 878 Assess Performance of Existing Services........................................................................................... 879 Develop New Service Business Proposal .......................................................................................... 879 Develop Detailed Service Specifications ........................................................................................... 880 Manage Service Development .......................................................................................................... 881 Manage Service Deployment ............................................................................................................ 882 Manage Service Exit .......................................................................................................................... 882 1.4.3.1 Gather & Analyze New Service Ideas ........................................................................................ 883 Gather & Analyze New Service Ideas ................................................................................................ 883 Analyze Service Classes ..................................................................................................................... 884 Develop Service Classes .................................................................................................................... 885 1.4.3.3 Develop New Service Business Proposal .................................................................................. 885 Develop New Service Business Proposal .......................................................................................... 886 Develop Service Business Proposal ................................................................................................... 887 Gain Service Business Proposal Approval ......................................................................................... 888 1.4.3.4 Develop Detailed Service Specifications ................................................................................... 888 Develop Detailed Service Specifications ........................................................................................... 888 Develop Detailed Service Technical Specifications ........................................................................... 889 Develop Detailed Service Support Specifications ............................................................................. 890 Develop Detailed Service Operational Specifications ....................................................................... 890 Develop Detailed Service Customer Manuals................................................................................... 891 1.4.3.5 Manage Service Development .................................................................................................. 891 Manage Service Development .......................................................................................................... 892 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Identify Required Processes & Procedures for Services ................................................................... 893 Develop Required Processes & Procedures for Services .................................................................. 893 Develop Service & Operational Agreements for Services................................................................. 894 Gain Service & Operational Agreements Approval for Services ....................................................... 894 Produce Supporting Documentation & Training Packages for Services ........................................... 895 1.4.3.6 Manage Service Deployment .................................................................................................... 895 Manage Service Deployment ............................................................................................................ 896 Manage Service Process & Procedure Implementation ................................................................... 896 Manage Service Operational Staff Training ...................................................................................... 897 Develop Service Party Operational Support ..................................................................................... 897 Manage Service Acceptance Testing................................................................................................. 898 1.4.4 SM&O Support & Readiness ........................................................................................................ 898 SM&O Support & Readiness ............................................................................................................. 899 Manage Service Inventory ................................................................................................................ 900 Enable Service Configuration & Activation ....................................................................................... 901 Support Service Problem Management ............................................................................................ 902 Enable Service Quality Management ................................................................................................ 903 Support Service & Specific Instance Rating ...................................................................................... 905 1.4.4.1 Manage Service Inventory ........................................................................................................ 905 Manage Service Inventory ................................................................................................................ 905 Manage Service Inventory Database and Processes ........................................................................ 907 Perform Service Inventory Audit Tests ............................................................................................. 907 Track and Monitor Service Inventory Capabilities ............................................................................ 908 Identify Service Inventory Issues and Provide Reports and Warnings ............................................. 908 1.4.4.2 Enable Service Configuration & Activation ............................................................................... 909 Enable Service Configuration & Activation ....................................................................................... 909 Plan & Forecast Service Infrastructure Requirements and Manage Capacity Planning ................... 910 Establish, Manage, and Develop Service Infrastructure Organization, Tools and Processes ........... 911 Develop and Implement Service Infrastructure Capacity and Operational Rules and Procedures . 912 Perform Service Infrastructure Acceptance Test and Address & Monitor the Change ................... 912 Monitor, Report and Release Mgmt. of Service Infrastructure and Capacity Utilization ................. 913 Optimize Existing Service Infrastructure Utilization ......................................................................... 913 Update Service Inventory Record ..................................................................................................... 914 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
1.4.4.3 Support Service Problem Management .................................................................................... 914 Support Service Problem Management ............................................................................................ 915 Manage Service Problem & Performance Data Collection .............................................................. 916 Manage Service Infrastructure, Provisioning and Preventive Maintenance Schedules ................... 916 Report Service Problem Trends ........................................................................................................ 917 Track, Monitor and Manage Service Problem Processes.................................................................. 918 Provide Support for Service Problem Processes ............................................................................... 918 1.4.4.4 Enable Service Quality Management ........................................................................................ 919 Enable Service Quality Management ................................................................................................ 919 Establish and Maintain Service Performance Threshold Standards ................................................. 920 Monitor and Analyze Service Performance Reports, and Identify Issues ......................................... 921 Correlate the Service Performance Problem Reports & Manage Inventory Repository .................. 921 Manage Service Performance Data Collection ................................................................................. 922 Assess and Report Service Quality Management Processes............................................................. 922 1.4.5 Service Configuration & Activation .............................................................................................. 923 Service Configuration & Activation ................................................................................................... 923 Design Solution ................................................................................................................................. 924 Allocate Specific Service Parameters to Services.............................................................................. 925 Track & Manage Service Provisioning ............................................................................................... 926 Implement, Configure & Activate Service ......................................................................................... 927 Test Service End-to-End .................................................................................................................... 928 Issue Service Orders .......................................................................................................................... 929 Report Service Provisioning .............................................................................................................. 930 Close Service Order ........................................................................................................................... 930 Recover Service ................................................................................................................................. 931 1.4.5.1 Design Solution ......................................................................................................................... 932 Design Solution ................................................................................................................................. 932 Develop Overall Service Design ........................................................................................................ 933 Develop Service Implementation Plan .............................................................................................. 934 Develop Detailed Service Design ...................................................................................................... 935 1.4.5.2 Allocate Specific Service Parameters to Services...................................................................... 935 Allocate Specific Service Parameters to Services.............................................................................. 936 Determine Service Parameter Availability ........................................................................................ 937 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Reserve Service Parameters.............................................................................................................. 937 Release Service Parameter ............................................................................................................... 938 Allocate Service Parameters ............................................................................................................. 938 1.4.5.3 Track & Manage Service Provisioning ....................................................................................... 939 Track & Manage Service Provisioning ............................................................................................... 939 Assign Service Provisioning Activity .................................................................................................. 940 Track Service Provisioning Activity.................................................................................................... 941 Manage Service Provisioning Activity ............................................................................................... 941 1.4.5.4 Implement, Configure & Activate Service ................................................................................. 942 Implement, Configure & Activate Service ......................................................................................... 943 Configure Service .............................................................................................................................. 944 Implement Service ............................................................................................................................ 945 Activate Service ................................................................................................................................. 945 1.4.5.5 Test Service End-to-End ............................................................................................................ 946 Test Service End-to-End .................................................................................................................... 947 Test Service ....................................................................................................................................... 948 Develop Service Test Plans................................................................................................................ 948 Capture Service Test Results ............................................................................................................. 949 1.4.5.6 Issue Service Orders .................................................................................................................. 949 Issue Service Orders .......................................................................................................................... 950 Assess Service Request ..................................................................................................................... 951 Create Service Orders ....................................................................................................................... 952 Mark Service Order for Special Handling .......................................................................................... 953 1.4.5.7 Report Service Provisioning ...................................................................................................... 954 Report Service Provisioning .............................................................................................................. 954 Monitor Service Order Status ........................................................................................................... 955 Distribute Service Order Notification................................................................................................ 955 Distribute Service Provisioning Reports ............................................................................................ 956 1.4.5.9 Recover Service ......................................................................................................................... 956 Recover Service ................................................................................................................................. 957 Develop Service Recovery Plan ......................................................................................................... 958 Provide Service Recovery Proposal Notification ............................................................................... 958 Request Service Recovery Authorization .......................................................................................... 959 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Commence Service Recovery ............................................................................................................ 959 Complete Service Recovery .............................................................................................................. 960 1.4.6 Service Problem Management..................................................................................................... 960 Service Problem Management.......................................................................................................... 960 Create Service Trouble Report .......................................................................................................... 961 Diagnose Service Problem ................................................................................................................ 962 Correct & Resolve Service Problem .................................................................................................. 963 Track & Manage Service Problem ..................................................................................................... 964 Report Service Problem .................................................................................................................... 965 Close Service Trouble Report ............................................................................................................ 966 Survey & Analyze Service Problem ................................................................................................... 967 1.4.6.1 Create Service Trouble Report .................................................................................................. 968 Create Service Trouble Report .......................................................................................................... 968 Generate Service Problem ................................................................................................................ 969 Convert Report To Service Problem Format ..................................................................................... 970 Estimate Time For Restoring Service ................................................................................................ 970 1.4.6.2 Diagnose Service Problem ........................................................................................................ 971 Diagnose Service Problem ................................................................................................................ 971 Verify Service Configuration ............................................................................................................. 972 Perform Specific Service Problem Diagnostics.................................................................................. 972 Perform Specific Service Problem Tests............................................................................................ 973 Schedule Routine Service Problem Tests .......................................................................................... 973 Stop And Start Audit On Services...................................................................................................... 974 Notify T&M Root Cause Service Problem ......................................................................................... 974 Categorize Service Problem .............................................................................................................. 975 1.4.6.3 Correct & Resolve Service Problem ......................................................................................... 976 Correct & Resolve Service Problem .................................................................................................. 976 Reassign / Reconfigure Failed Service............................................................................................... 977 Manage Service Restoration ............................................................................................................. 977 Implement Service Problem Work Arounds ..................................................................................... 978 Invoke Support Service Problem Management Processes ............................................................... 979 Review Major Service Problem ......................................................................................................... 979 Monitor Service Alarms Events ......................................................................................................... 980 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Categorize Service Alarm Event ........................................................................................................ 980 1.4.6.4 Track & Manage Service Problem ............................................................................................. 981 Track & Manage Service Problem ..................................................................................................... 981 Coordinate Service Problem ............................................................................................................. 983 Perform First in Service Testing ........................................................................................................ 983 Cancel Service Problem ..................................................................................................................... 984 Escalate/End Service Problem .......................................................................................................... 984 Perform Final Service Test ................................................................................................................ 985 Prioritize Service Problem ................................................................................................................. 985 1.4.6.5 Report Service Problem ............................................................................................................ 986 Report Service Problem .................................................................................................................... 986 Monitor Service Problem .................................................................................................................. 987 Distribute Service Problem Notifications .......................................................................................... 988 Distribute Service Problem Management Reports & Summaries..................................................... 988 1.4.6.7 Survey & Analyze Service Problem .......................................................................................... 989 Survey & Analyze Service Problem ................................................................................................... 989 Manage Service Alarm Event Notifications....................................................................................... 991 Filter Service Alarm Event Notifications ........................................................................................... 991 Correlate Service Alarm Event Notifications..................................................................................... 992 Abate Service Alarm Event Records .................................................................................................. 992 Trigger Defined Service Alarm Action ............................................................................................... 993 1.4.7 Service Quality Management....................................................................................................... 994 Service Quality Management ............................................................................................................ 994 Monitor Service Quality .................................................................................................................... 995 Analyze Service Quality ..................................................................................................................... 996 Improve Service Quality .................................................................................................................... 997 Report Service Quality Performance ................................................................................................ 997 Create Service Performance Degradation Report ............................................................................ 998 Track & Manage Service Quality Performance Resolution ............................................................... 999 Close Service Performance Degradation Report ............................................................................ 1000 1.4.7.1 Monitor Service Quality .......................................................................................................... 1001 Monitor Service Quality .................................................................................................................. 1001 Manage Service Performance Quality Data .................................................................................... 1002 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Record Service Performance Quality Data...................................................................................... 1003 Correlate Service Performance Event Notifications ....................................................................... 1004 1.4.7.2 Analyze Service Quality ........................................................................................................... 1005 Analyze Service Quality ................................................................................................................... 1005 Perform Specific Service Performance Diagnostics ........................................................................ 1006 Manage Service Performance Data Collection Schedules .............................................................. 1007 1.4.7.3 Improve Service Quality .......................................................................................................... 1008 Improve Service Quality .................................................................................................................. 1008 Reassign / Reconfigure Service or Service Parameters................................................................... 1009 Manage Service Improvement Notification and Authorization...................................................... 1009 Develop Service Improvement Plans .............................................................................................. 1010 1.4.7.4 Report Service Quality Performance ...................................................................................... 1011 Report Service Quality Performance .............................................................................................. 1011 Monitor Service Performance Degradation Report ........................................................................ 1012 Report Constraints to Other Processes........................................................................................... 1012 Distribute Service Quality Management Reports & Summaries..................................................... 1013 1.4.7.5 Create Service Performance Degradation Report .................................................................. 1014 Create Service Performance Degradation Report .......................................................................... 1014 Generate Service Performance Degradation Problem ................................................................... 1015 Convert Report To Service Performance Degradation Report Format ........................................... 1016 1.4.7.6 Track & Manage Service Quality Performance Resolution ..................................................... 1016 Track & Manage Service Quality Performance Resolution ............................................................. 1017 Coordinate Service Quality ............................................................................................................. 1018 Request Service Performance Degradation Report Creation and Update ..................................... 1018 Update First in Service Testing Results ........................................................................................... 1019 Cancel Service Performance Degradation Report .......................................................................... 1019 Escalate/End Service Performance Degradation Report ................................................................ 1020 Clear Service Performance Degradation Report Status .................................................................. 1020 Engage External Service Suppliers .................................................................................................. 1021 1.4.8 Service Guiding & Mediation ..................................................................................................... 1022 Service Guiding & Mediation .......................................................................................................... 1022 Mediate Service Usage Records...................................................................................................... 1023 Report Service Usage Records ........................................................................................................ 1023 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Guide Resource Usage Records ...................................................................................................... 1024 1.4.8.1 Mediate Service Usage Records.............................................................................................. 1024 Mediate Service Usage Records...................................................................................................... 1025 Validate Service Usage Record........................................................................................................ 1025 Normalize Service Usage Record .................................................................................................... 1026 Convert Service Usage Record ........................................................................................................ 1026 Correlate Service Usage Record ...................................................................................................... 1027 Remove Duplicate Service Usage Record ....................................................................................... 1028 1.5.1 Resource Strategy & Planning .................................................................................................... 1028 Resource Strategy & Planning ......................................................................................................... 1029 Gather & Analyze Resource Information ........................................................................................ 1030 Manage Resource Research ............................................................................................................ 1030 Establish Resource Strategy & Architecture ................................................................................... 1031 Define Resource Support Strategies ............................................................................................... 1032 Produce Resource Business Plans ................................................................................................... 1033 Develop Resource Partnership Requirements ................................................................................ 1033 Gain Enterprise Commitment to Resource Plans ........................................................................... 1034 1.5.1.1 Gather & Analyze Resource Information ................................................................................ 1034 Gather & Analyze Resource Information ........................................................................................ 1035 Gather Resource Information ......................................................................................................... 1036 Analyze new resource requirements .............................................................................................. 1036 Analyze to develop new/enhance resource requirements ............................................................ 1037 1.5.1.2 Manage Resource Research .................................................................................................... 1037 Manage Resource Research ............................................................................................................ 1038 Manage resource research investigations ...................................................................................... 1039 Manage administration of resource research ................................................................................ 1039 Define Resource research assessment methodologies .................................................................. 1040 1.5.1.3 Establish Resource Strategy & Architecture ........................................................................... 1040 Establish Resource Strategy & Architecture ................................................................................... 1041 Establish Resource strategy ............................................................................................................ 1042 Develop Resource Strategy ............................................................................................................. 1042 Establish Resource delivery goals ................................................................................................... 1043 Establish resource implementation policies ................................................................................... 1043 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
1.5.1.4 Define Resource Support Strategies ....................................................................................... 1044 Define Resource Support Strategies ............................................................................................... 1044 Define Resource support Principles ................................................................................................ 1045 Define Resource support Policies ................................................................................................... 1045 Define Resource Support performance standards ......................................................................... 1046 1.5.1.5 Produce Resource Business Plans ........................................................................................... 1047 Produce Resource Business Plans ................................................................................................... 1047 Develop & Deliver annual/multi year resource business plans ...................................................... 1048 Forecast high level resource demand & capture new opportunities ............................................. 1048 Asses impact of Resource Business plans ....................................................................................... 1049 Identify timetables for new resource capability introduction ........................................................ 1049 Identify logistics for new resource capability introduction ............................................................ 1050 1.5.1.6 Develop Resource Partnership Requirements ........................................................................ 1050 Develop Resource Partnership Requirements ................................................................................ 1051 Identify the requirements for resource capabilities ....................................................................... 1052 Recommend Resource partnership ................................................................................................ 1052 Determine extent of resource capabilities sourcing ...................................................................... 1053 1.5.1.7 Gain Enterprise Commitment to Resource Plans ................................................................... 1053 Gain Enterprise Commitment to Resource Plans ........................................................................... 1053 Identify Stakeholders to Resource strategy and resource plans .................................................... 1054 Gain resource strategy and resource plans Stakeholders approval ............................................... 1054 Gain Enterprise Commitment to resource strategy and resource plans ....................................... 1055 1.5.2 Resource Capability Delivery ..................................................................................................... 1055 Resource Capability Delivery .......................................................................................................... 1056 Map & Analyze Resource Requirements ........................................................................................ 1057 Capture Resource Capability Shortfalls........................................................................................... 1058 Gain Resource Capability Investment Approval ............................................................................. 1058 Design Resource Capabilities .......................................................................................................... 1059 Enable Resource Support & Operations ......................................................................................... 1060 Manage Resource Capability Delivery ............................................................................................ 1060 Manage Handover to Resource Operations ................................................................................... 1061 1.5.2.1 Map & Analyze Resource Requirements ................................................................................ 1062 Map & Analyze Resource Requirements ........................................................................................ 1063 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Capture Resource Demand & Performance Requirements ............................................................ 1064 Agree Resource Infrastructure Requirements ................................................................................ 1065 1.5.2.2 Capture Resource Capability Shortfalls................................................................................... 1065 Capture Resource Capability Shortfalls........................................................................................... 1065 Capture Resource Capacity Shortfalls ............................................................................................. 1066 Capture Resource Performance Shortfalls...................................................................................... 1067 Capture Resource Operational Support Shortfalls.......................................................................... 1067 1.5.2.3 Gain Resource Capability Investment Approval ..................................................................... 1068 Gain Resource Capability Investment Approval ............................................................................. 1068 Develop Resource Capability Investment Proposals....................................................................... 1069 Approve Resource Capability Investment ....................................................................................... 1070 1.5.2.4 Design Resource Capabilities .................................................................................................. 1070 Design Resource Capabilities .......................................................................................................... 1071 Define Resource Capability Requirements ..................................................................................... 1072 Specify Resource Capability Infrastructure ..................................................................................... 1072 Select Resource Capability at Other Parties ................................................................................... 1073 1.5.2.5 Enable Resource Support & Operations ................................................................................. 1073 Enable Resource Support & Operations ......................................................................................... 1074 Design Resource Operational Support Process Improvements ...................................................... 1075 Identify Resource Support Groups, Skills & Training ...................................................................... 1075 Identify Resource Support Requirements....................................................................................... 1075 1.5.2.6 Manage Resource Capability Delivery .................................................................................... 1076 Manage Resource Capability Delivery ............................................................................................ 1076 Co-ordinate Resource Capability Delivery ...................................................................................... 1077 Ensure Resource Capability Quality ................................................................................................ 1078 Manage Commissioning of New Resource Infrastructure .............................................................. 1078 Establish Resource Capability Sourcing .......................................................................................... 1079 1.5.2.7 Manage Handover to Resource Operations ........................................................................... 1079 Manage Handover to Resource Operations ................................................................................... 1080 Co-ordinate Resource Operational Handover ................................................................................ 1081 Validate Resource Infrastructure Design ........................................................................................ 1081 Ensure Resource Handover Support ............................................................................................... 1081 1.5.3 Resource Development & Retirement ....................................................................................... 1082 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Resource Development & Retirement ............................................................................................ 1082 Gather & Analyze New Resource Ideas........................................................................................... 1083 Assess Performance of Existing Resources ..................................................................................... 1084 Develop New Resource Business Proposal ..................................................................................... 1084 Develop Detailed Resource Specifications...................................................................................... 1085 Manage Resource Development..................................................................................................... 1086 Manage Resource Deployment....................................................................................................... 1087 Manage Resource Exit..................................................................................................................... 1087 1.5.3.1 Gather & Analyze New Resource Ideas .................................................................................. 1088 Gather & Analyze New Resource Ideas........................................................................................... 1089 Analyze Resource Classes................................................................................................................ 1089 Develop Resource Classes ............................................................................................................... 1090 1.5.3.3 Develop New Resource Business Proposal ............................................................................. 1090 Develop New Resource Business Proposal ..................................................................................... 1091 Develop Resource Business Proposal ............................................................................................. 1092 Gain Resource Business Proposal Approval .................................................................................... 1092 1.5.3.4 Develop Detailed Resource Specifications.............................................................................. 1093 Develop Detailed Resource Specifications...................................................................................... 1093 Develop Detailed Resource Technical Specifications...................................................................... 1094 Develop Detailed Resource Support Specifications ........................................................................ 1094 Develop Detailed Resource Operational Specifications ................................................................. 1095 Develop Detailed Resource Manuals .............................................................................................. 1096 1.5.3.5 Manage Resource Development............................................................................................. 1096 Manage Resource Development..................................................................................................... 1096 Identify Required Processes & Procedures for Resources .............................................................. 1097 Develop Required Processes & Procedures for Resources ............................................................. 1098 Develop Service & Operational Agreements for Resources ........................................................... 1099 Gain Service & Operational Agreements Approval for Resources.................................................. 1099 Produce Supporting Documentation & Training Packages for Resources ...................................... 1100 1.5.3.6 Manage Resource Deployment............................................................................................... 1100 Manage Resource Deployment....................................................................................................... 1100 Manage Resource Process & Procedure Implementation .............................................................. 1101 Manage Resource Operational Staff Training ................................................................................. 1102 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Develop Resource Supplier/Partner Operational Support ............................................................. 1102 Manage Resource Acceptance Testing ........................................................................................... 1103 1.5.3.7 Manage Resource Exit............................................................................................................. 1103 Manage Resource Exit..................................................................................................................... 1103 Identify Unviable Resources ........................................................................................................... 1104 Identify Impacted Resource Customers .......................................................................................... 1105 Develop Resource Transition Strategies ......................................................................................... 1105 Manage Resource Exit Process ....................................................................................................... 1106 1.5.4 RM&O Support & Readiness ...................................................................................................... 1106 RM&O Support & Readiness ........................................................................................................... 1106 Enable Resource Provisioning ......................................................................................................... 1107 Enable Resource Performance Management ................................................................................. 1109 Support Resource Trouble Management........................................................................................ 1110 Enable Resource Data Collection & Distribution ............................................................................ 1112 Manage Resource Inventory ........................................................................................................... 1113 Manage Logistics ............................................................................................................................. 1114 Manage Number Portability ........................................................................................................... 1116 1.5.4.1 Enable Resource Provisioning ................................................................................................. 1117 Enable Resource Provisioning ......................................................................................................... 1117 Plan & Forecast Resource Infrastructure Requirements and Manage Capacity Planning .............. 1118 Establish, Manage, and Develop Organization, Tools and Processes ............................................. 1119 Develop and Implement Capacity and Operational Rules and Procedures .................................... 1120 Perform Acceptance Test and Address & Monitor the Change ...................................................... 1120 Track & Supervise the Rollout of new and/or Modified Infrastructure.......................................... 1121 Monitor, Report and Release Mgmt. of Resource Infrastructure and Capacity Utilization ........... 1121 Optimize Existing Resource Infrastructure Utilization .................................................................... 1122 Track, Monitor and Report Resource Provisioning ........................................................................ 1122 Update Inventory Record................................................................................................................ 1123 1.5.4.2 Enable Resource Performance Management ......................................................................... 1123 Enable Resource Performance Management ................................................................................. 1124 Monitor & Manage Regulatory Issues ............................................................................................ 1125 Establish and Maintain Performance Threshold Standards............................................................ 1126 Undertake Performance Trend Analysis ......................................................................................... 1126 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Monitor and Analyze Resource Performance Reports, and Identify Issues ................................... 1127 Correlate the Performance Problem Reports & Manage Inventory Repository ............................ 1127 Manage Resource Performance Data Collection ............................................................................ 1128 Establish, Maintain and Manage the Support Plans ....................................................................... 1128 Assess and Report Resource Performance Management Processes .............................................. 1129 Provide Supporting Procedures and Quality Management Support .............................................. 1130 1.5.4.3 Support Resource Trouble Management................................................................................ 1130 Support Resource Trouble Management........................................................................................ 1130 Manage Resource Trouble & Performance Data Collection .......................................................... 1132 Manage Resource Infrastructure, Provisioning and Preventive Maintenance Schedules .............. 1132 Create Report .................................................................................................................................. 1133 Establish Warehouse and Manage Spares Including other Parties ................................................ 1133 Track, Monitor and Manage RTM Processes Including other Parties ............................................. 1134 Provide Support for RTM and SPM Processes ................................................................................ 1134 1.5.4.4 Enable Resource Data Collection & Distribution .................................................................... 1135 Enable Resource Data Collection & Distribution ............................................................................ 1135 Manage and Administer Resource Data Collection and Distribution ............................................. 1136 Manage Resource Data Storage Facilities and Associated Processes............................................. 1137 Track, Monitor and Report Resource Data Collection Processes and Capabilities ........................ 1138 Identify Data Collection Issues and Report ..................................................................................... 1138 1.5.4.5 Manage Resource Inventory ................................................................................................... 1139 Manage Resource Inventory ........................................................................................................... 1139 Manage Resource Inventory Database and Processes ................................................................... 1140 Track and Monitor Resource Repository Capabilities ..................................................................... 1141 Identify Repository Issues and Provide Reports and Warnings ...................................................... 1141 1.5.4.7 Manage Logistics ..................................................................................................................... 1142 Manage Logistics ............................................................................................................................. 1142 Manage Warehousing ..................................................................................................................... 1144 Manage Orders ............................................................................................................................... 1144 Track and Monitor Logistics and Manage Resource Inventory....................................................... 1145 Identify Logistic Issues and Provide Reports................................................................................... 1145 1.5.4.7 Manage Number Portability ................................................................................................... 1146 Manage Number Portability ........................................................................................................... 1146 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Create Port In Request .................................................................................................................... 1147 Receive Port Out Request ............................................................................................................... 1148 Receive Port Over Request ............................................................................................................. 1148 Retire from Number Portability ...................................................................................................... 1149 Track & Manage Number Portability Requests .............................................................................. 1150 1.5.4.7.5 Track & Manage Number Portability Requests ................................................................... 1151 Track & Manage Number Portability Requests .............................................................................. 1151 Track Number Portability Requests ................................................................................................ 1152 Manage Number Portability Requests ............................................................................................ 1152 1.5.5 Workforce Management............................................................................................................ 1153 Workforce Management................................................................................................................. 1153 Manage Schedules & Appointments............................................................................................... 1155 Plan and Forecast Workforce Management ................................................................................... 1156 Administer and Configure Workforce Management ...................................................................... 1156 Report Workforce Management..................................................................................................... 1157 Manage Work Order Lifecycle ........................................................................................................ 1158 1.5.5.1 Manage Schedules & Appointments....................................................................................... 1159 Manage Schedules & Appointments............................................................................................... 1159 Workforce Management Schedule ................................................................................................. 1160 Determine Work Schedule .............................................................................................................. 1161 Manage Reservations...................................................................................................................... 1161 Manage Appointments ................................................................................................................... 1162 1.5.5.4 Plan and Forecast Workforce Management ........................................................................... 1163 Plan and Forecast Workforce Management ................................................................................... 1163 Forecast Demand ............................................................................................................................ 1164 Forecast Workforce Availability ...................................................................................................... 1164 Adjust Durations ............................................................................................................................. 1165 1.5.5.5 Administer and Configure Workforce Management .............................................................. 1165 Administer and Configure Workforce Management ...................................................................... 1166 Configure Work Catalog .................................................................................................................. 1167 Administer Human Resources Catalog............................................................................................ 1168 Administer Organizations Catalog .................................................................................................. 1168 Administer Tools and Materials Catalog ......................................................................................... 1169 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Configure Skill Catalog .................................................................................................................... 1169 Configure Schedules........................................................................................................................ 1170 Administer Registration and Access................................................................................................ 1171 Configure Logging and Audit ........................................................................................................... 1171 1.5.5.7 Manage Work Order Lifecycle ................................................................................................ 1172 Manage Work Order Lifecycle ........................................................................................................ 1173 Issue Work Order ............................................................................................................................ 1174 Analyze and Decompose Work Order ............................................................................................. 1174 Assign Task ...................................................................................................................................... 1175 Dispatch Task .................................................................................................................................. 1176 Track and Manage Work Order....................................................................................................... 1177 Close Work Order............................................................................................................................ 1177 Report on Work Order .................................................................................................................... 1178 1.5.6 Resource Provisioning ................................................................................................................ 1178 Resource Provisioning ..................................................................................................................... 1179 Allocate & Install Resource ............................................................................................................. 1180 Configure & Activate Resource ....................................................................................................... 1181 Test Resource .................................................................................................................................. 1182 Track & Manage Resource Provisioning ......................................................................................... 1183 Report Resource Provisioning ......................................................................................................... 1184 Close Resource Order...................................................................................................................... 1184 Issue Resource Orders .................................................................................................................... 1185 Recover Resource............................................................................................................................ 1186 1.5.6.1 Allocate & Install Resource ..................................................................................................... 1187 Allocate & Install Resource ............................................................................................................. 1187 Determine Resource Availability ..................................................................................................... 1188 Reserve Resource ............................................................................................................................ 1189 Release Resource ............................................................................................................................ 1189 Allocate Resource ........................................................................................................................... 1190 Install and Commission Resource ................................................................................................... 1190 1.5.6.2 Configure & Activate Resource ............................................................................................... 1191 Configure & Activate Resource ....................................................................................................... 1191 Configure Resource ......................................................................................................................... 1192 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Implement Resource ....................................................................................................................... 1193 Activate Resource ........................................................................................................................... 1194 1.5.6.3 Test Resource .......................................................................................................................... 1194 Test Resource .................................................................................................................................. 1195 Test Specific Resources ................................................................................................................... 1196 Develop Test Plans .......................................................................................................................... 1196 Capture Test Results ....................................................................................................................... 1197 1.5.6.4 Track & Manage Resource Provisioning ................................................................................. 1197 Track & Manage Resource Provisioning ......................................................................................... 1197 Coordinate Resource Provisioning Activity ..................................................................................... 1198 Track Resource Provisioning Activity .............................................................................................. 1199 Manage Resource Provisioning Activity .......................................................................................... 1199 Update Resource Repository .......................................................................................................... 1200 1.5.6.5 Report Resource Provisioning ................................................................................................. 1201 Report Resource Provisioning ......................................................................................................... 1201 Monitor Resource Order Status ...................................................................................................... 1202 Distribute Resource Order Notification .......................................................................................... 1202 Distribute Resource Provisioning Reports ...................................................................................... 1203 1.5.6.7 Issue Resource Orders ............................................................................................................ 1203 Issue Resource Orders .................................................................................................................... 1204 Assess Resource Request ................................................................................................................ 1205 Create Resource Orders .................................................................................................................. 1205 Mark Resource Order for Special Handling..................................................................................... 1206 1.5.6.8 Recover Resource ................................................................................................................... 1207 Recover Resource............................................................................................................................ 1207 Develop Resource Recovery Plan.................................................................................................... 1208 Provide Resource Recovery Proposal Notification ......................................................................... 1209 Request Resource Recovery Authorization..................................................................................... 1209 Commence Resource Recovery ...................................................................................................... 1210 Complete Resource Recovery ......................................................................................................... 1210 Recover Specific Resource .............................................................................................................. 1211 1.5.7 Resource Data Collection & Distribution ................................................................................... 1211 Resource Data Collection & Distribution ........................................................................................ 1211 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Collect Management and Security Information & Data ................................................................. 1212 Process Management and Security Information & Data ................................................................ 1213 Distribute Management and Security Information & Data ............................................................ 1214 Audit Management and Security Data Collection & Distribution ................................................... 1214 1.5.7.1 Collect Management Information & Data .............................................................................. 1215 Collect Management and Security Information & Data ................................................................. 1216 Intercept Events/Information ......................................................................................................... 1216 Deliver Management Information .................................................................................................. 1217 1.5.7.2 Process Management Information & Data ............................................................................. 1217 Process Management and Security Information & Data ................................................................ 1218 Determine Recipients for Information/Data................................................................................... 1219 Filter Information/Data ................................................................................................................... 1219 Aggregate Information/Data........................................................................................................... 1220 Format Information/Data ............................................................................................................... 1220 1.5.7.3 Distribute Management Information & Data ......................................................................... 1221 Distribute Management and Security Information & Data ............................................................ 1221 Distribute Information/Data ........................................................................................................... 1222 Manage Distribution ....................................................................................................................... 1222 Confirm Distribution and Clean-up ................................................................................................. 1223 1.5.8 Resource Trouble Management ................................................................................................ 1223 Resource Trouble Management ..................................................................................................... 1224 Survey & Analyze Resource Trouble ............................................................................................... 1225 Localize Resource Trouble .............................................................................................................. 1227 Correct & Resolve Resource Trouble .............................................................................................. 1227 Track & Manage Resource Trouble ................................................................................................. 1228 Report Resource Trouble ................................................................................................................ 1229 Close Resource Trouble Report....................................................................................................... 1230 Create Resource Trouble Report .................................................................................................... 1231 1.5.8.1 Survey & Analyze Resource Trouble ...................................................................................... 1232 Survey & Analyze Resource Trouble ............................................................................................... 1232 Manage Resource Alarm Event Notifications ................................................................................. 1233 Filter Resource Alarm Event Notifications ...................................................................................... 1234 Correlate Resource Alarm Event Notifications ............................................................................... 1235 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Abate Alarm Event Records ........................................................................................................... 1235 Trigger Defined Action .................................................................................................................... 1236 Monitor Resource Alarms Events ................................................................................................... 1237 Categorize Resource Alarm Event ................................................................................................... 1237 Review Major Resource Trouble ..................................................................................................... 1238 1.5.8.2 Localize Resource Trouble ...................................................................................................... 1238 Localize Resource Trouble .............................................................................................................. 1238 Verify Resource Configuration ........................................................................................................ 1239 Perform Specific Resource Trouble Diagnostics ............................................................................. 1240 Perform Specific Resource Trouble Tests ....................................................................................... 1240 Stop And Start Audit On Resources ................................................................................................ 1241 Schedule Routine Resource Trouble Tests...................................................................................... 1241 Notify T&M Root Cause Resource Trouble ..................................................................................... 1242 Categorize Resource Trouble .......................................................................................................... 1242 1.5.8.3 Correct & Resolve Resource Trouble ...................................................................................... 1243 Correct & Resolve Resource Trouble .............................................................................................. 1243 Repair / Replace Failed Resource.................................................................................................... 1244 Isolate Unit with Fault ..................................................................................................................... 1245 Manage Standby Resource Units .................................................................................................... 1245 Implement Resource Trouble Work Arounds ................................................................................. 1246 Invoke Support Resource Trouble Management Processes ........................................................... 1247 Review Major Resource Trouble ..................................................................................................... 1247 Probe Root Cause Of Failure ........................................................................................................... 1248 Self Heal Resource Trouble ............................................................................................................. 1248 1.5.8.3.8 Self Heal Resource Trouble .................................................................................................. 1249 Heal Resource Trouble .................................................................................................................... 1250 Decide Self Healing Option ............................................................................................................. 1251 Reboot Network Function ............................................................................................................... 1251 Trigger Self Healing Operation ........................................................................................................ 1252 Validate Network Function Instantiation........................................................................................ 1252 Reserve Network Function Resources ............................................................................................ 1253 Deploy Network Function Resources .............................................................................................. 1254 Update Network Function............................................................................................................... 1254 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Update Network Service ................................................................................................................. 1254 Check Normality .............................................................................................................................. 1255 1.5.8.4 Track & Manage Resource Trouble ......................................................................................... 1255 Track & Manage Resource Trouble ................................................................................................. 1256 Coordinate Resource Trouble ......................................................................................................... 1257 Perform First in Testing ................................................................................................................... 1258 Cancel Resource Trouble ................................................................................................................ 1258 Escalate/End Resource Trouble ...................................................................................................... 1259 Perform Final Test ........................................................................................................................... 1259 Engaging External Suppliers ............................................................................................................ 1260 Prioritize Resource Trouble............................................................................................................. 1260 1.5.8.5 Report Resource Trouble ........................................................................................................ 1261 Report Resource Trouble ................................................................................................................ 1261 Monitor Resource Trouble .............................................................................................................. 1262 Distribute Notifications ................................................................................................................... 1263 Distribute Management Reports & Summaries.............................................................................. 1263 1.5.8.6 Create Resource Trouble Report ............................................................................................ 1264 Create Resource Trouble Report .................................................................................................... 1264 Generate Resource Trouble ............................................................................................................ 1265 Convert Report To Resource Trouble Format ................................................................................. 1265 Estimate Time For Restoring Resource ........................................................................................... 1266 1.5.9 Resource Performance Management ........................................................................................ 1267 Resource Performance Management ............................................................................................. 1267 Monitor Resource Performance ..................................................................................................... 1268 Analyze Resource Performance ...................................................................................................... 1269 Control Resource Performance ....................................................................................................... 1270 Report Resource Performance ........................................................................................................ 1270 Create Resource Performance Degradation Report ....................................................................... 1271 Track & Manage Resource Performance Resolution ...................................................................... 1272 Close Resource Performance Degradation Report ......................................................................... 1273 1.5.9.1 Monitor Resource Performance ............................................................................................. 1274 Monitor Resource Performance ..................................................................................................... 1274 Manage Resource Performance Data ............................................................................................. 1275 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Record Resource Performance Data ............................................................................................... 1276 Correlate Resource Performance Event Notifications .................................................................... 1276 1.5.9.2 Analyze Resource Performance .............................................................................................. 1277 Analyze Resource Performance ...................................................................................................... 1278 Perform Specific Resource Performance Diagnostics ..................................................................... 1279 Manage Resource Performance Data Collection Schedules ........................................................... 1280 1.5.9.3 Control Resource Performance............................................................................................... 1280 Control Resource Performance ....................................................................................................... 1281 Instantiate Resource Performance Controls ................................................................................... 1282 Instantiate Resource Trouble Controls ........................................................................................... 1282 1.5.9.4 Report Resource Performance................................................................................................ 1283 Report Resource Performance ........................................................................................................ 1284 Monitor Resource Performance Degradation Report .................................................................... 1284 Distribute Resource Quality Management Reports & Summaries ................................................. 1285 1.5.9.5 Create Resource Performance Degradation Report ............................................................... 1286 Create Resource Performance Degradation Report ....................................................................... 1286 Generate Resource Performance Degradation Problem ................................................................ 1287 Convert Report To Resource Performance Degradation Report Format....................................... 1287 1.5.9.6 Track & Manage Resource Performance Resolution .............................................................. 1288 Track & Manage Resource Performance Resolution ...................................................................... 1289 Coordinate Resource Performance................................................................................................. 1290 Request Other Parties Performance Degradation Report Creation and Update ........................... 1291 Update First in Resource Testing Results ........................................................................................ 1291 Cancel Resource Performance Degradation Report ....................................................................... 1292 Escalate/End Resource Performance Degradation Report ............................................................. 1292 Clear Resource Performance Degradation Report Status............................................................... 1293 Engage External Party Resource ..................................................................................................... 1293 1.5.10 Resource Mediation & Reporting ............................................................................................ 1294 Resource Mediation & Reporting ................................................................................................... 1294 Mediate Resource Usage Records .................................................................................................. 1295 Report Resource Usage Records ..................................................................................................... 1296 1.5.10.1 Mediate Resource Usage Records ........................................................................................ 1296 Mediate Resource Usage Records .................................................................................................. 1296 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Validate Resource Usage Records................................................................................................... 1297 Normalize Resource Usage Records ............................................................................................... 1297 Convert Resource Usage Records ................................................................................................... 1298 Correlate Resource Usage Records ................................................................................................. 1299 Remove Duplicate Resource Usage Records .................................................................................. 1299 1.6.1 Party Strategy & Planning .......................................................................................................... 1300 Child process(es) to be determined ................................................................................................ 1300 Party Strategy & Planning ............................................................................................................... 1301 1.6.2 Party Tender Management ........................................................................................................ 1302 Party Tender Management ............................................................................................................. 1302 Determine the Sourcing Requirements .......................................................................................... 1303 Determine Potential Parties............................................................................................................ 1303 Manage the Tender Process ........................................................................................................... 1304 Gain Tender Decision Approval....................................................................................................... 1305 1.6.2.1 Determine the Sourcing Requirements .................................................................................. 1305 Determine the Sourcing Requirements .......................................................................................... 1306 Capture Sourcing Requirements ..................................................................................................... 1307 Finalize Sourcing Requirements ...................................................................................................... 1308 Prepare Tender Document ............................................................................................................. 1308 1.6.2.2 Determine Potential Parties.................................................................................................... 1309 Determine Potential Parties............................................................................................................ 1309 Analyze Potential Parties ................................................................................................................ 1310 Short List Potential Parties .............................................................................................................. 1311 Identify Potential Parties ................................................................................................................ 1311 Issue Tender Document .................................................................................................................. 1312 Receive Tender Document Response ............................................................................................. 1312 Select Short-listed Party .................................................................................................................. 1313 1.6.2.3 Manage the Tender Process ................................................................................................... 1313 Manage the Tender Process ........................................................................................................... 1314 Specify the Tender Process ............................................................................................................. 1315 Administer the Tender Process ....................................................................................................... 1315 1.6.2.4 Gain Tender Decision Approval .............................................................................................. 1316 Gain Tender Decision Approval....................................................................................................... 1316 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Provide Management Oversight on Tenders .................................................................................. 1317 Approve Tender Decisions .............................................................................................................. 1318 1.6.3 Party Relationship Development & Retirement ........................................................................ 1318 Party Relationship Development & Retirement ............................................................................. 1318 Party Relationship Management .................................................................................................... 1319 Party Demographic Collection ........................................................................................................ 1320 Party Profiling.................................................................................................................................. 1320 1.6.3.1 Party Relationship Management ............................................................................................ 1321 Party Relationship Management .................................................................................................... 1321 Establish Party Relationship ............................................................................................................ 1322 Manage Party Relationship ............................................................................................................. 1323 Re-establish Party Relationship ...................................................................................................... 1323 Terminate Party Relationship ......................................................................................................... 1324 Collect Party Data............................................................................................................................ 1325 Develop Party Relationship ............................................................................................................. 1325 1.6.3.1.2 Manage Party Relationship .................................................................................................. 1326 Manage Party Relationship ............................................................................................................. 1326 Monitor Party Relationship ............................................................................................................. 1327 Review Party Relationship .............................................................................................................. 1327 Approve Party Relationship ............................................................................................................ 1328 1.6.3.1.5 Collect Party Data ................................................................................................................ 1328 Collect Party Data............................................................................................................................ 1328 Collect Basic Party Data .................................................................................................................. 1329 Collect Party Identification.............................................................................................................. 1330 Collect Party Contact....................................................................................................................... 1330 Collect Party Skill ............................................................................................................................. 1331 Collect Additional Party Attribute ................................................................................................... 1331 1.6.3.1.6 Develop Party Relationship .................................................................................................. 1332 Develop Party Relationship ............................................................................................................. 1332 Welcome New Party ....................................................................................................................... 1333 Develop Party Relationship Success Business Plan ......................................................................... 1333 Enable Party .................................................................................................................................... 1334 Train Party ....................................................................................................................................... 1335 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
1.6.3.2 Party Demographic Collection ................................................................................................ 1335 Party Demographic Collection ........................................................................................................ 1335 Specify Party Demographic Definition ............................................................................................ 1336 Specify Party Demographic Definition Group ................................................................................. 1337 Remove Party Demographic Definition ......................................................................................... 1337 Collect Party Demographic ............................................................................................................. 1338 Remove Party Demographic ........................................................................................................... 1338 1.6.3.3 Party Profiling.......................................................................................................................... 1339 Party Profiling.................................................................................................................................. 1339 Define Party Profile Type ................................................................................................................ 1340 Define Party Profile Type Attribute Group ..................................................................................... 1341 Remove Party Profile Type .............................................................................................................. 1341 Collect Party Profile......................................................................................................................... 1342 Remove Party Profile ...................................................................................................................... 1342 1.6.4 Party Offering Development & Retirement ............................................................................... 1343 Party Offering Development & Retirement .................................................................................... 1343 On-board Party Product Specification & Offering .......................................................................... 1344 Off-Board Party Offering & Specification ........................................................................................ 1345 1.6.4.1 On-board Party Product Specification & Offering .................................................................. 1346 On-board Party Product Specification & Offering .......................................................................... 1347 Define Party Product Specification Involvement ............................................................................ 1348 Define Party Product Offering Involvement ................................................................................... 1349 1.6.4.2 Off-Board Party Offering & Specification................................................................................ 1350 Off-Board Party Offering & Specification ........................................................................................ 1350 Off-Board Party Product Offering ................................................................................................... 1351 Off-Board Party Product Specification ............................................................................................ 1352 1.6.4.2.2 Off-Board Party Product Specification ................................................................................. 1353 Off-Board Party Product Specification ............................................................................................ 1353 Remove Party Product Specification............................................................................................... 1354 De-activate Off-boarded Preconfigured Services ........................................................................... 1355 Return Remaining Off-boarded Product (Resource) Inventory ...................................................... 1355 1.6.5 Party Agreement Management ................................................................................................. 1356 Party Agreement Management ...................................................................................................... 1356 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Prepare Party Agreement ............................................................................................................... 1357 Manage Party Agreement Commercial Negotiations ..................................................................... 1358 Gain Approval for Party Agreement ............................................................................................... 1359 Manage Party Agreement Variation ............................................................................................... 1359 Terminate Party Agreement ........................................................................................................... 1360 1.6.5.1 Prepare Party Agreement ....................................................................................................... 1361 Prepare Party Agreement ............................................................................................................... 1361 Begin Party Agreement Preparation ............................................................................................... 1362 Specify Party Agreement Terms and Conditions ............................................................................ 1363 Specify Agreement Items ................................................................................................................ 1363 Specify Type Specific Agreement Component ................................................................................ 1364 1.6.5.1.1 Begin Party Agreement Preparation .................................................................................... 1365 Begin Party Agreement Preparation ............................................................................................... 1365 Prepare Common Agreement Attributes........................................................................................ 1366 Specify Agreement Parties .............................................................................................................. 1366 Specify Template Agreement Party Types ...................................................................................... 1367 Define Inter-Agreement Relationship ............................................................................................. 1367 1.6.5.2 Manage Party Agreement Commercial Negotiations ............................................................. 1368 Manage Party Agreement Commercial Negotiations ..................................................................... 1368 Establish Commercial Negotiating Strategy .................................................................................... 1369 Manage Commercial Negotiations ................................................................................................. 1370 1.6.5.3 Gain Approval for Party Agreement ....................................................................................... 1370 Gain Approval for Party Agreement ............................................................................................... 1371 Report to Party Agreement Stakeholders ....................................................................................... 1371 Commit & Approve Party Agreement ............................................................................................. 1372 1.6.6 Party Support & Readiness ........................................................................................................ 1372 Support Party Problem Reporting & Management [Deleted] ........................................................ 1373 Party Support & Readiness ............................................................................................................. 1373 Support Party Requisition Management ........................................................................................ 1374 Support Party Performance Management...................................................................................... 1375 Support Party Settlements & Payments Management................................................................... 1377 Support Party Interface Management ............................................................................................ 1377 Manage Party Inventory ................................................................................................................. 1378 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
1.6.6.1 Support Party Requisition Management ................................................................................ 1379 Support Party Requisition Management ........................................................................................ 1380 Arrange and Manage Access from external parties to Service Provider Provisioning Tools and Processes......................................................................................................................................... 1381 Supervise Party Rollout & and Report Party Capacity .................................................................... 1382 Monitoring Party Requested Infrastructure Deployment............................................................. 1382 Reporting Party Deployment Capability ......................................................................................... 1383 Detect impact on Party Inventory Infrastructure and Update ....................................................... 1383 Analyzing Party Requisition Processes Performance ..................................................................... 1384 1.6.6.2 Support Party Problem Reporting & Management ................................................................ 1384 Support Party Problem Reporting & Management [Deleted] ........................................................ 1385 Arrange and Manage Access for Party to Service Provider Problem Mgmt. Tools and Processes [Deleted] ......................................................................................................................................... 1385 Arrange and Manage Access to Party Tools and Processes [Deleted] ........................................... 1386 Monitor, Report for Party Performance and Provide Recommendations [Deleted] ..................... 1386 Analyzing Party Problem Processes Performance [Deleted] ......................................................... 1387 1.6.6.3 Support Party Performance Management.............................................................................. 1387 Support Party Performance Management...................................................................................... 1387 Arrange and Manage Access for Party to Service Performance Mgmt. Tools and Processes ........ 1389 Arrange and Manage Access to Party Service Performance Mgmt. Tools and Processes ............. 1389 Monitor and Report Party Performance Issues and Provide Recommendations .......................... 1390 Detect Change on Party Inventory Infrastructure and Update ...................................................... 1390 Analyzing Party Performance Processes' Performance ................................................................. 1391 1.6.6.4 Support Party Settlements & Payments Management........................................................... 1391 Support Party Settlements & Payments Management................................................................... 1392 Arrange Facilities, Tools and Systems to Support Processes .......................................................... 1393 Analyze Party Settlements & Payments Process Performance ...................................................... 1393 1.6.6.5 Support Party Interface Management .................................................................................... 1394 Support Party Interface Management ............................................................................................ 1394 Check Interface List, Status and Availability ................................................................................... 1395 Identify Contact Changes and Update ............................................................................................ 1396 Assess Party Interface Performance ............................................................................................... 1396 1.6.6.6 Manage Party Inventory ......................................................................................................... 1397 Manage Party Inventory ................................................................................................................. 1397 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Manage S/P Inventory Repository ................................................................................................. 1398 Manage and Administer Party Inventory ........................................................................................ 1399 Perform Audit Tests ........................................................................................................................ 1399 Track and Monitor Party Inventory................................................................................................. 1400 Identify Issues and Provide Reports................................................................................................ 1400 1.6.7 Party Privacy Management ........................................................................................................ 1401 Party Privacy Management ............................................................................................................. 1401 Party Privacy Management Definition ............................................................................................ 1402 Party Privacy Profile Type Development ........................................................................................ 1403 Party Privacy Profile Management ................................................................................................. 1403 Party Privacy Profile Agreement ..................................................................................................... 1404 1.6.7.1 Party Privacy Management Definition .................................................................................... 1405 Party Privacy Management Definition ............................................................................................ 1406 Define Party Privacy Location, Jurisdiction and Regulation ............................................................ 1407 Define Party PII Privacy Standards .................................................................................................. 1407 1.6.7.2 Party Privacy Profile Type Development ................................................................................ 1408 Party Privacy Profile Type Development ........................................................................................ 1408 Define Default Privacy Information ................................................................................................ 1409 Define Default Privacy Profile Rules ............................................................................................... 1410 Define Privacy Policy Rules Values .................................................................................................. 1410 1.6.7.3 Party Privacy Profile Management ......................................................................................... 1411 Party Privacy Profile Management ................................................................................................. 1411 Enforce Party Privacy Profile ........................................................................................................... 1412 Send Party Privacy Profile ............................................................................................................... 1413 Receive Party Privacy Profile........................................................................................................... 1413 Request Party Privacy Profile Extension ......................................................................................... 1414 Modify Party Privacy Policy ............................................................................................................. 1415 Erase Party Privacy Profile Information .......................................................................................... 1415 Import Data Subject Party Privacy Profile....................................................................................... 1416 1.6.8 Party Order Handling ................................................................................................................. 1416 Party Order Handling ...................................................................................................................... 1416 Select External Party for Party Order .............................................................................................. 1417 Determine Party Pre-Order Feasibility............................................................................................ 1418 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Track & Manage Party Orders ......................................................................................................... 1419 Receive & Accept Party Order......................................................................................................... 1420 Issue Party Order ............................................................................................................................ 1421 Report Party Orders ........................................................................................................................ 1421 Close Party Order ............................................................................................................................ 1422 1.6.8.1 Select External Party for Party Order ...................................................................................... 1422 Select External Party for Party Order .............................................................................................. 1423 Identify External Party for Order .................................................................................................... 1424 Select Most Appropriate Party........................................................................................................ 1424 1.6.8.2 Determine Party Pre-Order Feasibility.................................................................................... 1425 Determine Party Pre-Order Feasibility............................................................................................ 1425 Assess Party Delivery Capabilities ................................................................................................... 1426 Verify Party Inventory Availability .................................................................................................. 1426 Evaluate Party Against Business Needs .......................................................................................... 1427 1.6.8.3 Track & Manage Party Orders................................................................................................. 1427 Track & Manage Party Orders ......................................................................................................... 1428 Modify Party Order ......................................................................................................................... 1429 Cancel Party Order .......................................................................................................................... 1429 Escalate Party Order ....................................................................................................................... 1430 Manage Party Orders ...................................................................................................................... 1430 Monitor Jeopardy Status................................................................................................................. 1431 Track Party Orders .......................................................................................................................... 1431 Complete Party Order ..................................................................................................................... 1432 1.6.8.4 Receive & Accept Party Order................................................................................................. 1432 Receive & Accept Party Order......................................................................................................... 1433 Receive Party Order ........................................................................................................................ 1434 Accept Party Order.......................................................................................................................... 1434 Negotiate Party Order Problem ...................................................................................................... 1435 Facilitate Party Product Configuration............................................................................................ 1435 1.6.8.6 Report Party Orders ................................................................................................................ 1436 Report Party Orders ........................................................................................................................ 1436 Monitor Party Orders Status ........................................................................................................... 1437 Manage Party Order Status Notification......................................................................................... 1437 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Report Party Orders Status ............................................................................................................. 1438 1.6.9 Party Interaction Management.................................................................................................. 1438 Party Interaction Management....................................................................................................... 1439 Log Party Interaction....................................................................................................................... 1440 Notify Party ..................................................................................................................................... 1440 Track and Manage Party Interaction............................................................................................... 1441 Handle Party Interaction (Including Self Service) ........................................................................... 1441 Analyze & Report Party Interactions............................................................................................... 1442 Mediate & Orchestrate Party Interactions ..................................................................................... 1442 Login Party ...................................................................................................................................... 1443 1.6.9.1 Log Party Interaction ............................................................................................................... 1444 Log Party Interaction....................................................................................................................... 1444 Create Party Interaction Log ........................................................................................................... 1445 Update Party Interaction ................................................................................................................ 1445 1.6.9.5 Handle Party Interaction (Including Self Service) ................................................................... 1446 Handle Party Interaction (Including Self Service) ........................................................................... 1446 Handle Interaction .......................................................................................................................... 1447 Monitor Interaction Status ............................................................................................................. 1447 Close Interaction ............................................................................................................................. 1448 1.6.9.6 Analyze & Report Party Interactions....................................................................................... 1448 Analyze & Report Party Interactions............................................................................................... 1449 Analyze Party Interactions .............................................................................................................. 1450 Report Party Interaction ................................................................................................................. 1450 1.6.9.7 Mediate & Orchestrate Party Interactions ............................................................................. 1451 Mediate & Orchestrate Party Interactions ..................................................................................... 1451 Identify Party Interactions Data Formats........................................................................................ 1452 Orchestrate Party Interactions ....................................................................................................... 1452 Mediate Party Interactions ............................................................................................................. 1453 1.6.10 Party Problem Handling ........................................................................................................... 1453 Party Problem Handling .................................................................................................................. 1454 Receive Party Problem .................................................................................................................... 1454 Assess Party Problem ...................................................................................................................... 1455 Submit Party Problem ..................................................................................................................... 1455 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Track Party Problem ........................................................................................................................ 1456 Resolve Party Problem .................................................................................................................... 1457 Manage Party Problem ................................................................................................................... 1457 Report Party Problem ..................................................................................................................... 1458 Close Party Problem ........................................................................................................................ 1458 Analyze Party Problem Trend ......................................................................................................... 1459 1.6.10.1 Receive Party Problem .......................................................................................................... 1460 Receive Party Problem .................................................................................................................... 1460 Create Party Problem ...................................................................................................................... 1461 Request Additional Party Problem Information ............................................................................. 1461 Receive Additional Party Problem Information .............................................................................. 1461 1.6.10.2 Assess Party Problem ............................................................................................................ 1462 Assess Party Problem ...................................................................................................................... 1462 Involve External Party in Party Problem Assessment ..................................................................... 1463 Verify Party Problem ....................................................................................................................... 1464 Categorize Party Problem ............................................................................................................... 1464 Isolate Party Problem ...................................................................................................................... 1465 Complete Party Problem Assessment & Investigation ................................................................... 1465 1.6.10.2.1 Involve External Party in Party Problem Assessment ........................................................ 1466 Involve External Party in Party Problem Assessment ..................................................................... 1466 Identify External Party for Party Problem Assessment ................................................................... 1467 Request External Party Support for Party Problem ........................................................................ 1467 Receive Response for External Party Support for Party Problem ................................................... 1468 1.6.10.2.4 Isolate Party Problem......................................................................................................... 1468 Isolate Party Problem ...................................................................................................................... 1469 Verify Product Proper Product Use................................................................................................. 1469 Perform Party Problem Product Diagnostic Testing ....................................................................... 1470 Identify Party Problem Root Cause ................................................................................................. 1471 1.6.10.3 Submit Party Problem ........................................................................................................... 1471 Submit Party Problem ..................................................................................................................... 1472 Prepare Party Problem .................................................................................................................... 1473 Submit Prepared Party Problem ..................................................................................................... 1473 1.6.10.4 Report Party Problem Resolution ........................................................................................ 1473 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Report Party Problem Resolution [Deleted] .................................................................................. 1474 Monitor Party Problem [Deleted] ................................................................................................... 1474 Provide Party Problem Management Summaries [Deleted] .......................................................... 1475 Provide Party Problem Management Reports [Deleted] ................................................................ 1475 Provide Party Problem Status Change Notification [Deleted] ........................................................ 1476 1.6.10.4 Track Party Problem.............................................................................................................. 1476 Track Party Problem ........................................................................................................................ 1476 Assign Party Problem Jeopardy Status............................................................................................ 1477 Monitor Party Problem Jeopardy Status......................................................................................... 1477 Escalate Party Problem Jeopardy Status ......................................................................................... 1478 Provide Party Problem Jeopardy Notification................................................................................. 1478 1.6.10.5 Resolve Party Problem .......................................................................................................... 1479 Resolve Party Problem .................................................................................................................... 1480 Record Party Problem Resolution ................................................................................................... 1480 Update Party Problem Status to Resolved ...................................................................................... 1481 1.6.10.6 Manage Party Problem ......................................................................................................... 1481 Manage Party Problem ................................................................................................................... 1482 Modify Party Problem ..................................................................................................................... 1482 Cancel Party Problem ...................................................................................................................... 1483 1.6.10.7 Report Party Problem ........................................................................................................... 1483 Report Party Problem ..................................................................................................................... 1484 Monitor Party Problems.................................................................................................................. 1485 Provide Party Problem Change Notification ................................................................................... 1485 Provide Party Problem Management Report ................................................................................. 1486 1.6.11 Party Performance Management ............................................................................................ 1487 Party Performance Management ................................................................................................... 1487 Monitor & Control Party Performance ........................................................................................... 1488 Track & Manage Party Performance Resolution............................................................................. 1488 Report Party Performance .............................................................................................................. 1489 Close Party Performance Degradation Report................................................................................ 1490 Initiate Party Performance Degradation Report ............................................................................. 1490 1.6.11.1 Monitor & Control Party Performance ................................................................................. 1491 Monitor & Control Party Performance ........................................................................................... 1491 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Collect Party Performance Data...................................................................................................... 1492 Analyze Party Performance Data .................................................................................................... 1492 Initiate Party Performance Corrective Actions ............................................................................... 1493 1.6.11.2 Track & Manage Party Performance Resolution................................................................... 1493 Track & Manage Party Performance Resolution............................................................................. 1494 Modify Party Performance Degradation Report ............................................................................. 1495 Cancel Party Performance Degradation Report.............................................................................. 1495 Escalate Party Performance Degradation Report ........................................................................... 1495 Manage Party Performance Degradation Report ........................................................................... 1496 Monitor Party Performance Jeopardy Status ................................................................................. 1496 Modify Party Performance Degradation Report Status .................................................................. 1497 1.6.11.3 Report Party Performance .................................................................................................... 1497 Report Party Performance .............................................................................................................. 1498 Monitor Party Performance ............................................................................................................ 1499 Distribute Party Performance Management Summaries ............................................................... 1499 Distribute Party Performance Management Reports ..................................................................... 1500 1.6.11.4 Close Party Performance Degradation Report...................................................................... 1500 Close Party Performance Degradation Report................................................................................ 1501 Monitor Party Performance Degradation Report ........................................................................... 1502 Close Cleared Party Performance Degradation Report .................................................................. 1502 1.6.11.5 Initiate Party Performance Degradation Report ................................................................... 1503 Initiate Party Performance Degradation Report ............................................................................. 1503 Create Party Performance Degradation Report.............................................................................. 1504 Issue Party Performance Degradation Report ................................................................................ 1504 1.6.12 Party Revenue Management ................................................................................................... 1505 Party Revenue Management .......................................................................................................... 1505 Party Bill/Invoice Management ...................................................................................................... 1506 Party Billing Event Management..................................................................................................... 1508 Party Revenue Sharing and Settlement .......................................................................................... 1509 Party Payment Management .......................................................................................................... 1510 Party Charging ................................................................................................................................. 1510 Party Account Balance Management.............................................................................................. 1511 Party Bill Inquiry Handling............................................................................................................... 1512 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
1.6.12.1 Party Bill/Invoice Management ............................................................................................ 1512 Party Bill/Invoice Management ...................................................................................................... 1513 Party Bill/Invoice Process Management ......................................................................................... 1514 Party Bill/Invoice Control ............................................................................................................... 1515 Party Bill/Invoice Lifecycle Management........................................................................................ 1516 Specific Party Revenue Handling .................................................................................................... 1516 1.6.12.1.1 Party Bill/Invoice Process Management ............................................................................ 1517 Party Bill/Invoice Process Management ......................................................................................... 1518 Determine Party Bill Invoice Management Capability .................................................................... 1519 Design & Develop Party Bill/Invoice Process .................................................................................. 1519 1.6.12.1.1.4 Mediate Party Billing Event............................................................................................. 1520 Mediate Party Billing Event ............................................................................................................. 1520 Edit Party Billing Event .................................................................................................................... 1521 Reformat Party Billing Event ........................................................................................................... 1521 1.6.12.1.1.5 Report Party Billing Events.............................................................................................. 1521 Report Party Billing Events .............................................................................................................. 1522 Generate Party Billing Events Report.............................................................................................. 1523 Support Party Billing Event Related Processes ............................................................................... 1523 1.6.12.1.3 Party Bill/Invoice Lifecycle Management........................................................................... 1524 Party Bill/Invoice Lifecycle Management........................................................................................ 1524 Apply Party Pricing, Discounting, Adjustments & Rebates ............................................................. 1525 Create Party Bill/Invoice ................................................................................................................. 1526 Distribute Party Bill/Invoice ............................................................................................................ 1526 Manage Party Bill/Invoice Archive .................................................................................................. 1527 Receive Party Bill/Invoice................................................................................................................ 1528 Administer Commercial Arrangement for Party Bill/Invoice Creation Capability .......................... 1528 1.6.12.1.3.1 Apply Party Pricing, Discounting, Adjustments & Rebates ............................................. 1529 Apply Party Pricing, Discounting, Adjustments & Rebates ............................................................. 1530 Obtain Party Billing Events .............................................................................................................. 1531 Apply Party Pricing, Discounting, Adjustments & Rebates to Party Account ................................. 1531 Apply Prior Bill Cycle Agreed Party Bill/Invoice Adjustment........................................................... 1532 1.6.12.1.3.2 Create Party Bill/Invoice ................................................................................................. 1532 Create Party Bill/Invoice ................................................................................................................. 1533 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Render & Format Party Bill/Invoice ................................................................................................ 1534 Aggregate/Combine Party Bill/Invoice............................................................................................ 1534 Verify Party Bill/Invoice Quality ...................................................................................................... 1535 1.6.12.1.3.4 Manage Party Bill/Invoice Archive .................................................................................. 1536 Manage Party Bill/Invoice Archive .................................................................................................. 1536 Archive Party Bill/Invoice ................................................................................................................ 1537 Deliver Party Bill/Invoice Archive.................................................................................................... 1537 1.6.12.1.3.5 Receive Party Bill/Invoice................................................................................................ 1538 Receive Party Bill/Invoice................................................................................................................ 1538 Accept Party Bill/Invoice ................................................................................................................. 1539 Assess Party Bill/Invoice.................................................................................................................. 1539 Negotiate Party Bill/Invoice ............................................................................................................ 1540 Approve Party Bill/Invoice .............................................................................................................. 1541 1.6.12.1.4 Unique Revenue Handling for Specific Parties................................................................... 1541 Specific Party Revenue Handling .................................................................................................... 1542 Perform Roaming Party Billing ........................................................................................................ 1543 Handle Interconnect Party Billing ................................................................................................... 1543 Handle MVNO&MVNE Billing.......................................................................................................... 1544 Handle Usage Records Relay , Non usage Records & Dispute Handling ......................................... 1545 Calculate Dealer & Retailer Billing & Commissions........................................................................ 1546 Handle Content Party Billing ........................................................................................................... 1546 Perform 3rd Party Billing................................................................................................................. 1547 Handle Clearing House Billing ......................................................................................................... 1548 Perform Supplier Billing .................................................................................................................. 1548 1.6.12.1.6.2 Party Bill/Invoice Control ............................................................................................... 1549 Party Bill/Invoice Control ............................................................................................................... 1549 Establish & Maintain Party Bill Invoice Format ............................................................................... 1550 Maintain Bill Invoice Party List ........................................................................................................ 1550 Define Party Billing Cycle ................................................................................................................ 1551 1.6.12.1.7.1 Perform Partner Roaming Billing .................................................................................... 1551 Perform Roaming Party Billing ........................................................................................................ 1552 Perform National Roaming Party Billing ......................................................................................... 1552 Perform International Party Roaming Billing .................................................................................. 1553 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Receive Incollect Invoice ................................................................................................................. 1554 Generate Outcollect Invoice ........................................................................................................... 1554 1.6.12.1.7.2 Handle Interconnect Partner Billing ............................................................................... 1555 Handle Interconnect Party Billing ................................................................................................... 1555 Handle IP Interconnect Party Billing ............................................................................................... 1556 Handle Trading and Routing Party Billing ....................................................................................... 1557 Perform Interconnect Party Netting ............................................................................................... 1558 1.6.12.1.7.3 Handle MVNO&MVNE& Retailer Billing ......................................................................... 1559 Handle MVNO&MVNE Billing.......................................................................................................... 1559 Apply MVNO Tax ............................................................................................................................. 1560 1.6.12.1.7.6 Handle Content Partner Billing ....................................................................................... 1560 Handle Content Party Billing ........................................................................................................... 1561 Handle Carrier Cramming Content Partner Disputes ..................................................................... 1562 1.6.12.1.7.6.1 Handle Carrier Cramming Content Partner Disputes .................................................. 1563 Handle Carrier Cramming Content Partner Disputes ..................................................................... 1563 Escalate Carrier Cramming Content Partner................................................................................... 1564 Execute Party Billing on Behalf ....................................................................................................... 1564 1.6.12.1.7.8 Handle Clearing House Billing ......................................................................................... 1565 Handle Clearing House Billing ......................................................................................................... 1566 Handle Broker Roaming Agreement ............................................................................................... 1567 Convert Roaming Standard ............................................................................................................. 1567 1.6.12.2 Party Billing Event Management .......................................................................................... 1568 Party Billing Event Management..................................................................................................... 1568 Enrich Party Billing Event ................................................................................................................ 1569 Guide Party Billing Event ................................................................................................................. 1570 Mediate Party Billing Event ............................................................................................................. 1570 Report Party Billing Events .............................................................................................................. 1571 1.6.12.2.2 Guide Party Billing Event.................................................................................................... 1571 Guide Party Billing Event ................................................................................................................. 1572 Ensure Party Billing Event Usage .................................................................................................... 1573 Distribute Party Billing Event .......................................................................................................... 1573 1.6.12.2.7.2 Define Party Revenue Sharing Model ............................................................................. 1574 Define Party Revenue Sharing Model ............................................................................................. 1574 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Define Base Party Revenue Sharing Model .................................................................................... 1575 Specify Revenue Sharing Model Party Involvement ....................................................................... 1575 Specify Party Revenue Sharing Model Associated Revenue ........................................................... 1576 1.6.12.2.8.4 Manage Aged Party Debt Portfolio ................................................................................. 1577 Manage Aged Party Debt Portfolio ................................................................................................. 1577 Report Aged Party Debt Portfolio ................................................................................................... 1578 Manage Party Debt Write-off ......................................................................................................... 1578 Establish & Manage Commercial Debt Recovery Arrangement ..................................................... 1579 1.6.12.2.8.4.2 Manage Party Debt Write-off ...................................................................................... 1580 Manage Party Debt Write-off ......................................................................................................... 1580 Identify Overdue Party Bill/Invoice Write-off Candidate................................................................ 1581 Write Off Overdue Party Bill/Invoice .............................................................................................. 1581 1.6.12.2.8.5 Perform Party Debt Trend Analysis................................................................................. 1582 Accept Party Payment ..................................................................................................................... 1582 Provide Party Payment Receipt ...................................................................................................... 1583 Perform Party Debt Trend Analysis ................................................................................................. 1584 1.6.12.3 Party Revenue Sharing and Settlement ................................................................................ 1584 Party Revenue Sharing and Settlement .......................................................................................... 1584 Party Revenue Sharing Model Development .................................................................................. 1585 Party Revenue Sharing Agreement Management .......................................................................... 1586 Party Revenue Share Determination .............................................................................................. 1587 Party Revenue Sharing Reconciliation ............................................................................................ 1588 Control Party Settlements............................................................................................................... 1589 1.6.12.3.1 Party Revenue Sharing Model Development ..................................................................... 1589 Party Revenue Sharing Model Development .................................................................................. 1590 Manage Party Revenue Sharing Model Specification ..................................................................... 1591 Define Party Revenue Sharing Model ............................................................................................. 1591 Amend Party Revenue Sharing Model ............................................................................................ 1592 Remove Party Revenue Sharing Model .......................................................................................... 1593 1.6.12.3.1.1 Manage Party Revenue Sharing Model Specification ..................................................... 1593 Manage Party Revenue Sharing Model Specification ..................................................................... 1594 Manage Party Revenue Sharing Model Specification Lifecycle ...................................................... 1595 Manage Party Revenue Sharing Model Specification Negotiable Range ....................................... 1595 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
1.6.12.3.1.2 Remit Party Payment ...................................................................................................... 1596 Remit Party Payment ...................................................................................................................... 1597 Prepare Outbound Party Payment.................................................................................................. 1598 Verify Outbound Party Payment ..................................................................................................... 1598 Authorize Outbound Party Payment............................................................................................... 1599 Make Outbound Party Payment ..................................................................................................... 1599 1.6.12.3.1.3 Apply Party Payment ...................................................................................................... 1600 Apply Party Payment....................................................................................................................... 1600 Make Specified Party Payment Application .................................................................................... 1601 Make Unspecified Party Payment Application ............................................................................... 1602 Resolve Unapplied Party Payment .................................................................................................. 1602 1.6.12.3.1.3.3 Resolve Unapplied Party Payment............................................................................... 1603 Resolve Unapplied Party Payment .................................................................................................. 1603 Investigate Unapplied Party Payment ............................................................................................ 1604 Contact Unapplied Payment Party .................................................................................................. 1604 1.6.12.3.1.4 Handle Party Overpayment ............................................................................................ 1605 Handle Party Overpayment ............................................................................................................ 1606 Identify Party Overpayment............................................................................................................ 1607 Resolve Party Overpayment ........................................................................................................... 1607 1.6.12.3.1.5 Handle Party Underpayment .......................................................................................... 1608 Handle Party Underpayment .......................................................................................................... 1609 Identify Party Underpayment ......................................................................................................... 1610 Resolve Party Underpayment ......................................................................................................... 1610 1.6.12.3.10 Party Revenue Sharing Agreement Management ........................................................... 1611 Party Revenue Sharing Agreement Management .......................................................................... 1612 Associate Revenue Sharing Model to Party Revenue Sharing Agreement ..................................... 1613 Specify Revenue Sharing Agreement Terms and Conditions .......................................................... 1613 1.6.12.3.3 Party Revenue Share Determination ................................................................................. 1614 Party Revenue Share Determination .............................................................................................. 1614 Initiate Party Revenue Share Determination .................................................................................. 1615 Identify Revenue Share Product Offering ....................................................................................... 1616 Identify Revenue Share Items ......................................................................................................... 1616 Determine Party Revenue Share ..................................................................................................... 1617 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Aggregate Revenue Share ............................................................................................................... 1618 Provide Party Revenue Share Notification...................................................................................... 1618 Adjust Party Revenue Share............................................................................................................ 1619 1.6.12.3.3.3 Identify Revenue Share Items ......................................................................................... 1620 Identify Revenue Share Items ......................................................................................................... 1620 Aggregate Revenue Share Item ...................................................................................................... 1621 Create Revenue Share Item ............................................................................................................ 1622 1.6.12.3.4 Party Revenue Sharing Reconciliation ............................................................................... 1622 Party Revenue Sharing Reconciliation ............................................................................................ 1623 Receive Party Revenue Share Notification ..................................................................................... 1623 Reconcile Party Revenue Share ...................................................................................................... 1624 Track Party Revenue Share Reconciliation...................................................................................... 1624 Complete Party Revenue Share Reconciliation............................................................................... 1625 Perform Reconciliation Pre-settlement .......................................................................................... 1626 Perform Reconciliation Post-settlement......................................................................................... 1626 1.6.12.3.4.2 Reconcile Party Revenue Share ...................................................................................... 1627 Reconcile Party Revenue Share ...................................................................................................... 1627 Identify Party Revenue Share Discrepancy ..................................................................................... 1628 Resolve Party Revenue Share Discrepancy ..................................................................................... 1629 Identify Party Revenue Share Adjustment ...................................................................................... 1629 1.6.12.3.8 Party Payment Method Management ............................................................................... 1630 Party Payment Method Management ............................................................................................ 1631 Manage Party Payment Method Type ............................................................................................ 1632 Manage Party Payment Method ..................................................................................................... 1632 1.6.12.3.8.1 Manage Party Payment Method Type ............................................................................ 1633 Manage Party Payment Method Type ............................................................................................ 1633 Define Payment Method Type ........................................................................................................ 1634 Amend Party Payment Method Type.............................................................................................. 1634 Remove Party Payment Method Type ............................................................................................ 1635 1.6.12.3.8.1.1 Define Payment Method Type ..................................................................................... 1636 Define Payment Method Type ........................................................................................................ 1636 Add Party Payment Method Type ................................................................................................... 1637 Define Party Payment Method Type Properties ............................................................................. 1637 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
1.6.12.3.8.2 Manage Party Payment Method..................................................................................... 1638 Manage Party Payment Method ..................................................................................................... 1638 Specify Party Payment Method ...................................................................................................... 1639 Amend Party Payment Method ...................................................................................................... 1639 Remove Party Payment Method ..................................................................................................... 1640 1.6.12.3.9.1 Prepare Party Payment Plan ........................................................................................... 1640 Prepare Party Payment Plan ........................................................................................................... 1641 Define Party Payment Plan ............................................................................................................. 1642 Specify Party Payment Plan Payment Method ............................................................................... 1642 1.6.12.4 Party Payment Management ................................................................................................ 1643 Party Payment Management .......................................................................................................... 1643 Party Payment Handling ................................................................................................................. 1644 Party Payment Method Management ............................................................................................ 1645 Party Payment Plan Administration ................................................................................................ 1646 Party Debt Collection ...................................................................................................................... 1646 Perform Soft Collections ................................................................................................................. 1647 1.6.12.4.1 Party Payment Handling .................................................................................................... 1648 Party Payment Handling ................................................................................................................. 1648 Receive Party Payment ................................................................................................................... 1649 Remit Party Payment ...................................................................................................................... 1650 Apply Party Payment....................................................................................................................... 1650 Handle Party Overpayment ............................................................................................................ 1651 Handle Party Underpayment .......................................................................................................... 1652 1.6.12.4.1.1 Receive Party Payment ................................................................................................... 1653 Receive Party Payment ................................................................................................................... 1653 Accept Party Payment ..................................................................................................................... 1654 Provide Party Payment Receipt ...................................................................................................... 1655 1.6.12.4.3 Party Payment Plan Administration ................................................................................... 1655 Party Payment Plan Administration ................................................................................................ 1655 Prepare Party Payment Plan ........................................................................................................... 1656 Amend Party Payment Plan ............................................................................................................ 1657 Payoff Party Payment Plan.............................................................................................................. 1657 Remove Party Payment Plan ........................................................................................................... 1658 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
1.6.12.4.4 Party Debt Collection ......................................................................................................... 1659 Party Debt Collection ...................................................................................................................... 1659 Develop Party Debt Collection Strategy.......................................................................................... 1660 Manage Overdue Party Bill/Invoice ................................................................................................ 1661 Manage Aged Party Debt Portfolio ................................................................................................. 1661 Perform Party Debt Trend Analysis ................................................................................................. 1662 1.6.12.4.4.1 Develop Party Debt Collection Strategy ......................................................................... 1662 Develop Party Debt Collection Strategy.......................................................................................... 1663 Establish & Manage Party Debt Profiles ......................................................................................... 1664 Define Party Debt Collection Policies.............................................................................................. 1664 1.6.12.4.4.2 Manage Overdue Party Bill/Invoice ................................................................................ 1665 Manage Overdue Party Bill/Invoice ................................................................................................ 1665 Identify Overdue Party Bill/Invoice ................................................................................................. 1666 Initiate Party Debt Recovery Activity .............................................................................................. 1666 Administer Overdue Party Bill/Invoice Follow-Up .......................................................................... 1667 Manage Overdue Party Bill/Invoice Payment Plan ......................................................................... 1668 Take Party Debt Collection Further Action ..................................................................................... 1668 1.6.12.4.4.2.5 Take Party Debt Collection Further Action .................................................................. 1669 Take Party Debt Collection Further Action ..................................................................................... 1669 Place Party Debt in Litigation .......................................................................................................... 1670 Place Party Debt with Collection Agency ........................................................................................ 1670 Embargo Party Based on Bad Debt ................................................................................................. 1671 Recover Delinquent Party Assets .................................................................................................... 1671 Perform Pre-Litigation Collections .................................................................................................. 1672 1.6.12.5 Party Charging ....................................................................................................................... 1672 Party Charging ................................................................................................................................. 1673 Perform Party Rating....................................................................................................................... 1674 Apply Party Rate Level Discounts.................................................................................................... 1674 Aggregate Party Items For Charging ............................................................................................... 1675 Provide Party Advice of Charge/Rate.............................................................................................. 1675 1.6.12.6 Party Account Balance Management ................................................................................... 1676 Party Account Balance Management.............................................................................................. 1676 Manage Party Account Balance Policy ............................................................................................ 1677 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Reserve Party Account Balance Amount ........................................................................................ 1678 Update Party Account Balance ....................................................................................................... 1678 Report Party Account Balance ........................................................................................................ 1679 Transfer Party Account Balance Amount ........................................................................................ 1679 Provide Party Account Balance Notification ................................................................................... 1680 Authorize Party Transaction Based on Balance .............................................................................. 1680 1.6.12.7 Party Bill Inquiry Handling..................................................................................................... 1681 Party Bill Inquiry Handling............................................................................................................... 1681 Receive Party Bill Inquiry ................................................................................................................ 1681 Submit Party Bill Inquiry.................................................................................................................. 1682 Resolve Party Bill Inquiry ................................................................................................................ 1682 Manage Party Bill Inquiry ................................................................................................................ 1683 Report Party Bill Inquiry .................................................................................................................. 1683 Close Party Bill Inquiry .................................................................................................................... 1684 1.6.12.7.1 Receive Party Bill Inquiry ................................................................................................... 1685 Receive Party Bill Inquiry ................................................................................................................ 1685 Create Party Bill Inquiry .................................................................................................................. 1686 Request Additional Party Bill Inquiry Information .......................................................................... 1686 Receive Additional Party Bill Inquiry Information........................................................................... 1687 1.6.12.7.2 Submit Party Bill Inquiry .................................................................................................... 1687 Submit Party Bill Inquiry.................................................................................................................. 1688 Prepare Party Bill Inquiry ................................................................................................................ 1689 Submit Prepared Bill Inquiry Information ...................................................................................... 1689 1.6.12.7.3 Resolve Party Bill Inquiry ................................................................................................... 1690 Resolve Party Bill Inquiry ................................................................................................................ 1690 Authorize Party Bill Invoice Adjustment ......................................................................................... 1691 Record Party Bill Inquiry Resolution ............................................................................................... 1691 Update Party Bill Inquiry Status to Resolved .................................................................................. 1692 1.6.12.7.3.1 Authorize Party Bill Invoice Adjustment ......................................................................... 1692 Authorize Party Bill Invoice Adjustment ......................................................................................... 1693 Determine Automated Party Bill/Invoice Adjustment .................................................................... 1694 Accept Party Bill/Invoice Adjustment ............................................................................................. 1694 Make Party Bill/Invoice Adjustment ............................................................................................... 1695 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
1.6.12.7.4 Manage Party Bill Inquiry ................................................................................................... 1695 Manage Party Bill Inquiry ................................................................................................................ 1696 Modify Party Bill Inquiry ................................................................................................................. 1697 Cancel Party Bill Inquiry .................................................................................................................. 1697 1.6.12.7.5 Report Party Bill Inquiry ..................................................................................................... 1698 Report Party Bill Inquiry .................................................................................................................. 1698 Monitor Party Bill Inquiries ............................................................................................................. 1699 Provide Party Bill Inquiry Change Notification................................................................................ 1699 Provide Party Bill Inquiry Management Report .............................................................................. 1700 1.7.1 Strategic & Enterprise Planning ................................................................................................. 1701 Strategic & Enterprise Planning ...................................................................................................... 1701 Strategic Business Planning............................................................................................................. 1702 Business Development .................................................................................................................... 1703 Enterprise Architecture Management ............................................................................................ 1704 Group Enterprise Management ...................................................................................................... 1705 ITIL Release and Deployment Management ................................................................................... 1705 ITIL Change Management ............................................................................................................... 1708 1.7.1.1 Strategic Business Planning .................................................................................................... 1711 Strategic Business Planning............................................................................................................. 1712 Provide Strategic Business Direction .............................................................................................. 1712 Create Actionable Strategy ............................................................................................................. 1712 Program-manage Strategy Implementation ................................................................................... 1713 1.7.1.2 Business Development ............................................................................................................ 1713 Business Development .................................................................................................................... 1714 Develop Concepts for Revenue Streams......................................................................................... 1715 Focus or Broaden Customer Base ................................................................................................... 1715 Identify Outsourcing Opportunities ................................................................................................ 1716 Investigate Potential Mergers & Acquisitions................................................................................. 1717 Facilitate Negotiation & Implementation of Potential Mergers & Acquisitions............................. 1717 1.7.1.3 Enterprise Architecture Management .................................................................................... 1718 Enterprise Architecture Management ............................................................................................ 1718 Manage Enterprise Architecture Methodology ............................................................................. 1719 Co-ordinate Enterprise Architecture............................................................................................... 1720 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Manage Enterprise Architecture Toolsets and Associated Standards ............................................ 1720 Manage & Administer Architecture Repositories ........................................................................... 1721 Manage Architecture Skillsets ........................................................................................................ 1721 Provide Reference Source for Standard Operating Environment................................................... 1722 Co-ordinate Architecture Review.................................................................................................... 1722 1.7.1.4 Group Enterprise Management .............................................................................................. 1723 Group Enterprise Management ...................................................................................................... 1723 Plan & Implement Cross-Business Unit Operation ......................................................................... 1724 Harmonize Processes & Communication Systems across Business Units ...................................... 1724 Manage Funding & Cross-Subsidies across Business Units............................................................. 1725 Manage Investment for Business Development ............................................................................. 1725 Co-ordinate Business Activities ....................................................................................................... 1726 1.7.2 Enterprise Risk Management ..................................................................................................... 1726 Enterprise Risk Management .......................................................................................................... 1726 Business Continuity Management .................................................................................................. 1728 ITIL Problem Management.............................................................................................................. 1729 Security Management ..................................................................................................................... 1734 Fraud Management ........................................................................................................................ 1736 Enterprise Risk Audit Management ................................................................................................ 1737 Insurance Management .................................................................................................................. 1737 Revenue Assurance Management .................................................................................................. 1738 Integrity Management .................................................................................................................... 1739 ITIL IT Service Continuity Management .......................................................................................... 1740 ITIL Information Security Management .......................................................................................... 1741 1.7.2.1 Business Continuity Management .......................................................................................... 1743 Business Continuity Management .................................................................................................. 1743 Co-ordinate Business Continuity ..................................................................................................... 1744 Plan Business Continuity ................................................................................................................. 1745 Plan Infrastructure Recovery .......................................................................................................... 1745 Plan Serious Incident Management ................................................................................................ 1746 Manage Business Continuity Methodologies ................................................................................. 1746 1.7.2.2 Security Management ............................................................................................................. 1747 Security Management ..................................................................................................................... 1747 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Manage Proactive Security Management....................................................................................... 1749 Define Security Management Analysis ........................................................................................... 1749 Define Security Management policies & procedures to facilitate detection incidents .................. 1750 Define Incident Management policies and procedures .................................................................. 1750 Monitor Industry Trends for Security Management ....................................................................... 1751 Define Security Management Policies & Procedures ..................................................................... 1751 Assist with Security Management Deployment .............................................................................. 1752 Manage Reactive Security Management ........................................................................................ 1753 Detect Potential Security Threats & Violations .............................................................................. 1753 Investigate Potential Security Threats & Violations ....................................................................... 1754 Define Security Management Prevention....................................................................................... 1754 Define Monitoring to Facilitate Security Management .................................................................. 1755 1.7.2.3 Fraud Management ................................................................................................................ 1755 Fraud Management ........................................................................................................................ 1756 Fraud Policy Management .............................................................................................................. 1757 Fraud Operations Support .............................................................................................................. 1757 Fraud Operations Management...................................................................................................... 1758 1.7.2.3.1 Fraud Policy Management ................................................................................................... 1759 Fraud Policy Management .............................................................................................................. 1759 Manage Tool Policies ...................................................................................................................... 1760 Analyze and Identify Policies........................................................................................................... 1761 Manage Fraud Classification ........................................................................................................... 1762 Manage Internal Process Policies ................................................................................................... 1763 Manage LEA (Law Enforcement Agency) Interaction Policies ........................................................ 1764 Manage External Operator Interaction Policies.............................................................................. 1765 Manage Internal Ethics Policies ...................................................................................................... 1765 1.7.2.3.2 Fraud Operations Support ................................................................................................... 1766 Fraud Operations Support .............................................................................................................. 1767 Gather Intelligence.......................................................................................................................... 1768 Reduce and Avoid Threat ................................................................................................................ 1769 Manage System Configuration........................................................................................................ 1770 1.7.2.3.3 Fraud Operations Management .......................................................................................... 1771 Process Information and Data ........................................................................................................ 1772 TM Forum 2018. All Rights Reserved.
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Analyze Fraud .................................................................................................................................. 1773 Perform Fraud Actions .................................................................................................................... 1774 Fraud Operations Management...................................................................................................... 1776 1.7.2.4 Audit Management ................................................................................................................. 1777 Enterprise Risk Audit Management ................................................................................................ 1777 Define Audit Policy .......................................................................................................................... 1777 Define Audit Mechanism ................................................................................................................ 1778 Assess Operational Activities .......................................................................................................... 1779 Evaluate Operational Activities ....................................................................................................... 1779 Report Audits .................................................................................................................................. 1780 Apply Audit Mechanisms Proactively.............................................................................................. 1781 1.7.2.5 Insurance Management .......................................................................................................... 1781 Insurance Management .................................................................................................................. 1782 Identify Insurable Risks ................................................................................................................... 1782 Analyze Insurance Cost/Benefits .................................................................................................... 1783 Provide Insurance Advice ................................................................................................................ 1783 Manage Insurance Portfolio............................................................................................................ 1784 1.7.2.6 Revenue Assurance Management .......................................................................................... 1784 Revenue Assurance Management .................................................................................................. 1785 Manage Revenue Assurance Policy Framework ............................................................................. 1786 Manage Revenue Assurance Operations ........................................................................................ 1787 Support Revenue Assurance Operations ........................................................................................ 1788 1.7.2.6.2 Manage Revenue Assurance Operations ............................................................................. 1789 Manage Revenue Assurance Operations ........................................................................................ 1790 Monitor Revenue Assurance Controls ............................................................................................ 1791 Create Revenue Assurance Trouble Report .................................................................................... 1792 Assess Revenue Assurance Trouble ................................................................................................ 1793 Resolve Revenue Assurance Trouble .............................................................................................. 1793 Track & Manage Revenue Assurance Trouble Resolution .............................................................. 1794 Report Revenue Assurance ............................................................................................................. 1795 Close Revenue Assurance Trouble Report ...................................................................................... 1796 1.7.3 Enterprise Effectiveness Management ...................................................................................... 1797 Enterprise Effectiveness Management ........................................................................................... 1797 TM Forum 2018. All Rights Reserved.
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Process Management & Support .................................................................................................... 1798 ITIL Service Level Management ...................................................................................................... 1799 ITIL Capacity Management ............................................................................................................. 1802 ITIL Availability Management.......................................................................................................... 1805 ITIL Request Fulfillment .................................................................................................................. 1809 ITIL Continual Service Improvement ............................................................................................... 1813 Enterprise Quality Management..................................................................................................... 1816 Program & Project Management .................................................................................................... 1817 Enterprise Performance Assessment .............................................................................................. 1817 Facilities Management & Support .................................................................................................. 1818 ITIL Service Asset and Configuration Management ........................................................................ 1819 ITIL Event Management .................................................................................................................. 1820 ITIL Service Catalogue Management............................................................................................... 1822 ITIL Incident Management .............................................................................................................. 1824 1.7.3.2 Enterprise Quality Management............................................................................................. 1828 Enterprise Quality Management..................................................................................................... 1828 Verify Consistency of Information .................................................................................................. 1829 Define enterprise quality management policies ............................................................................. 1830 Define Enterprise Quality Model .................................................................................................... 1830 1.7.3.3 Program & Project Management ............................................................................................ 1831 Program & Project Management .................................................................................................... 1831 Deliver Program/Project Methodologies & Support ...................................................................... 1832 Select Program/Project Management Support Tools ..................................................................... 1832 Manage Program/Project Management Skill Sets .......................................................................... 1833 Manage Program/Project Management Repository ...................................................................... 1833 Manage Program/Project Management Metrics............................................................................ 1834 1.7.3.4 Enterprise Performance Assessment ...................................................................................... 1834 Enterprise Performance Assessment .............................................................................................. 1835 Define Enterprise Performance Measures...................................................................................... 1836 Manage Enterprise Performance Data ........................................................................................... 1836 Manage External Survey Companies .............................................................................................. 1837 Report Balanced Scorecard, etc. ..................................................................................................... 1837 Metric Management ....................................................................................................................... 1838 TM Forum 2018. All Rights Reserved.
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1.7.3.4.5 Metric Management ............................................................................................................ 1838 Metric Management ....................................................................................................................... 1839 Develop Metric Definitions ............................................................................................................. 1839 Develop Metric Definition Measure ............................................................................................... 1840 Monitor Metric Measures ............................................................................................................... 1840 Manage Metric Measure ................................................................................................................ 1841 1.7.3.4.5.1 Metric Definition Development ........................................................................................ 1842 Develop Metric Definitions ............................................................................................................. 1842 Specify Metric Definition ................................................................................................................ 1843 Define & Maintain Metric Dimension Specifications ...................................................................... 1843 1.7.3.4.5.2 Metric Definition Measure Development ......................................................................... 1844 Develop Metric Definition Measure ............................................................................................... 1844 Specify Metric Definition Measure ................................................................................................. 1845 Specify Metric Definition Measure Threshold ................................................................................ 1846 1.7.3.4.5.3 Metric Measure Monitoring ............................................................................................. 1846 Monitor Metric Measures ............................................................................................................... 1847 Specify Metric Monitoring Criteria ................................................................................................. 1848 Specify Metric Collection Job .......................................................................................................... 1848 1.7.4 Knowledge & Research Management........................................................................................ 1849 Knowledge & Research Management............................................................................................. 1849 Knowledge Management ................................................................................................................ 1850 Research Management ................................................................................................................... 1850 Technology Scanning ...................................................................................................................... 1851 1.7.4.2 Research Management ........................................................................................................... 1852 Research Management ................................................................................................................... 1852 Evaluate R&D Business Value ......................................................................................................... 1853 Manage R&D Investment ................................................................................................................ 1853 Manage R&D Program Activities..................................................................................................... 1854 1.7.4.3 Technology Scanning .............................................................................................................. 1854 Technology Scanning ...................................................................................................................... 1855 Evaluate External Technology ......................................................................................................... 1856 Determine Business Value of Potential Technology ....................................................................... 1856 Assess Technology Acquisition........................................................................................................ 1856 TM Forum 2018. All Rights Reserved.
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1.7.5 Financial & Asset Management ................................................................................................. 1857 Financial & Asset Management ...................................................................................................... 1857 Financial Management.................................................................................................................... 1858 Asset Management ......................................................................................................................... 1859 Procurement Management............................................................................................................. 1859 1.7.5.3 Procurement Management .................................................................................................... 1860 Procurement Management............................................................................................................. 1860 Manage Corporate Procurement & Logistics Policies..................................................................... 1861 Define Warehousing Policies .......................................................................................................... 1862 Develop Logistics/Transport Policies .............................................................................................. 1862 Develop Stock/Inventory Management Policies............................................................................. 1863 Manage Goods Acceptance & Handling ......................................................................................... 1863 1.7.6 Stakeholder & External Relations Management........................................................................ 1864 Stakeholder & External Relations Management............................................................................. 1864 Corporate Communications & Image Management ....................................................................... 1865 Community Relations Management ............................................................................................... 1865 Shareholder Relations Management .............................................................................................. 1866 Regulatory Management ................................................................................................................ 1867 Legal Management ......................................................................................................................... 1867 Board & Shares/Securities Management........................................................................................ 1868 1.7.6.1 Corporate Communications & Image Management............................................................... 1869 Corporate Communications & Image Management ....................................................................... 1869 Promote Desired Corporate Image ................................................................................................. 1870 Manage Spokespeople .................................................................................................................... 1870 Manage Messaging ......................................................................................................................... 1871 1.7.6.2 Community Relations Management ....................................................................................... 1871 Community Relations Management ............................................................................................... 1872 Ensure Community Visibility ........................................................................................................... 1873 Communicate Community Messaging ............................................................................................ 1873 Handle Community Contacts .......................................................................................................... 1874 1.7.6.3 Shareholder Relations Management ...................................................................................... 1874 Shareholder Relations Management .............................................................................................. 1875 Manage Shareholder Relations ....................................................................................................... 1876 TM Forum 2018. All Rights Reserved.
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Manage Employee Share Plans ....................................................................................................... 1876 1.7.6.4 Regulatory Management ........................................................................................................ 1877 Regulatory Management ................................................................................................................ 1877 Ensure Regulatory Compliance ....................................................................................................... 1878 Handle Pending Regulations ........................................................................................................... 1878 File Tariffs ........................................................................................................................................ 1879 1.7.6.5 Legal Management ................................................................................................................. 1879 Legal Management ......................................................................................................................... 1879 Ensure Legal Compliance ................................................................................................................ 1880 Carry out Legal requests ................................................................................................................. 1880 Provide Legal Advice ....................................................................................................................... 1881 Notify Legal Environment Changes ................................................................................................. 1881 Manage Legal Actions ..................................................................................................................... 1882 1.7.6.6 Board & Shares/Securities Management................................................................................ 1882 Board & Shares/Securities Management........................................................................................ 1883 Manage Board Related Activities .................................................................................................... 1883 Manage Shares/Securities .............................................................................................................. 1884 Manage Capital/Equity Activities .................................................................................................... 1884 Manage Share/Stock Registry ......................................................................................................... 1885 1.7.7 Human Resources Management................................................................................................ 1885 Human Resources Management..................................................................................................... 1886 HR Policies & Practices .................................................................................................................... 1887 Organization Development ............................................................................................................. 1887 Workforce Strategy ......................................................................................................................... 1888 Workforce Development ................................................................................................................ 1888 Employee & Labor Relations Management .................................................................................... 1889 1.7.7.1 HR Policies & Practices ............................................................................................................ 1890 HR Policies & Practices .................................................................................................................... 1890 Facilitate Performance Appraisal .................................................................................................... 1890 Facilitate Allowances & Benefits ..................................................................................................... 1891 Facilitate Occupational Health & Safety ......................................................................................... 1891 Facilitate Equal Employment Opportunity...................................................................................... 1892 Facilitate Compensation Guidelines .............................................................................................. 1892 TM Forum 2018. All Rights Reserved.
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Facilitate Code of Conduct .............................................................................................................. 1893 Facilitate Hiring & Termination Guidelines ..................................................................................... 1893 Facilitate Employee Satisfaction Measurement & Management ................................................... 1894 Facilitate Remuneration Policies & Levels ...................................................................................... 1894 1.7.7.3 Workforce Strategy ................................................................................................................. 1895 Workforce Strategy ......................................................................................................................... 1895 Define Workforce Strategy Requirements...................................................................................... 1896 Create Workforce Strategy ............................................................................................................. 1896 Manage Workforce Change ............................................................................................................ 1897 1.7.7.4 Workforce Development ........................................................................................................ 1897 Workforce Development ................................................................................................................ 1898 Apply Competency Modeling .......................................................................................................... 1898 Apply Skills Assessment .................................................................................................................. 1899 Apply Strength Profiling .................................................................................................................. 1899 Apply Succession Planning .............................................................................................................. 1900 Apply Training ................................................................................................................................ 1900 Apply Career Development ............................................................................................................. 1901 Apply Work Design .......................................................................................................................... 1901 Apply Employee Recruitment ......................................................................................................... 1902 1.7.7.5 Employee & Labor Relations Management ............................................................................ 1902 Employee & Labor Relations Management .................................................................................... 1903 Manage Employee Relations........................................................................................................... 1904 Manage Labor Relations ................................................................................................................. 1904 1.7.8 Common Enterprise Processes .................................................................................................. 1905 Common Enterprise Processes ....................................................................................................... 1905 Data Analytics ................................................................................................................................. 1906 Maturity Assessment ...................................................................................................................... 1907 Feature/Property Management...................................................................................................... 1907 Data Governance ............................................................................................................................ 1908 Data Management .......................................................................................................................... 1908 1.7.8.1 Data Analytics ......................................................................................................................... 1909 Data Analytics ................................................................................................................................. 1909 Data Ingestion ................................................................................................................................. 1910 TM Forum 2018. All Rights Reserved.
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Data Analysis ................................................................................................................................... 1911 Analytics Consumer & Distribution Management .......................................................................... 1912 1.7.8.1.1 Data Ingestion ...................................................................................................................... 1912 Data Ingestion ................................................................................................................................. 1913 Manage Data source specification and Integration ........................................................................ 1914 Perform Data Import....................................................................................................................... 1914 Format and integrate data .............................................................................................................. 1915 1.7.8.1.2 Data Management ............................................................................................................... 1915 Data Management .......................................................................................................................... 1916 Manage Data Quality ...................................................................................................................... 1916 Manage Data Access ...................................................................................................................... 1917 Manage Data Security ..................................................................................................................... 1917 Manage Data Compliance ............................................................................................................... 1918 Manage Data Storage ..................................................................................................................... 1919 Manage Data Usage ........................................................................................................................ 1919 Manage Data Distribution............................................................................................................... 1920 1.7.8.1.3 Data Analysis ........................................................................................................................ 1921 Data Analysis ................................................................................................................................... 1921 Modeling ......................................................................................................................................... 1921 Processing Complex Events............................................................................................................. 1922 Correlation and Features Engineering ............................................................................................ 1923 Calculate Metrics ............................................................................................................................ 1923 Interpret Insight .............................................................................................................................. 1924 1.7.8.1.4 Analytics Consumer & Distribution Management ............................................................... 1924 Analytics Consumer & Distribution Management .......................................................................... 1925 Representation Management ......................................................................................................... 1926 Manage Analytics Consumer .......................................................................................................... 1926 Manage Analytics Distribution ........................................................................................................ 1927 1.7.8.2 Maturity Assessment .............................................................................................................. 1927 Maturity Assessment ...................................................................................................................... 1928 Prepare Maturity Assessment......................................................................................................... 1928 Collect information for Maturity Assessment................................................................................. 1929 Determine Maturity Level per Dimension ...................................................................................... 1929 TM Forum 2018. All Rights Reserved.
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Identify Pain Points per Maturity Dimension.................................................................................. 1930 Identifying and Analyzing Maturity Level Gaps .............................................................................. 1930 Produce Consolidated Maturity Level Assessment Report............................................................. 1931 1.7.8.2.1 Prepare Maturity Assessment ............................................................................................. 1931 Prepare Maturity Assessment......................................................................................................... 1932 Prepare Maturity Matrix ................................................................................................................. 1932 Prepare Maturity Questions ........................................................................................................... 1933 Select Maturity Key Metrics ............................................................................................................ 1933 1.7.8.2.2 Collect information for Maturity Assessment ..................................................................... 1934 Collect information for Maturity Assessment................................................................................. 1934 Conduct Maturity Surveys .............................................................................................................. 1935 Conduct Maturity Interviews ......................................................................................................... 1935 Conduct Maturity Technical Reviews.............................................................................................. 1936 Review Documents for Maturity Assessment................................................................................. 1936 1.7.8.4.4 Establish DG management ................................................................................................... 1937 Establish DG management .............................................................................................................. 1938 Define DG Roadmap........................................................................................................................ 1938 Allocate DG Resource...................................................................................................................... 1939 Execute DG Roadmap ..................................................................................................................... 1939 1.8.1 Cataloging .................................................................................................................................. 1940 Cataloging ....................................................................................................................................... 1940 Develop Catalog Specification ........................................................................................................ 1941 Develop Catalog .............................................................................................................................. 1942 Exchange Catalog ............................................................................................................................ 1942 1.8.1.1 Develop Catalog Specification ................................................................................................ 1943 Develop Catalog Specification ........................................................................................................ 1943 Define Catalog Specification ........................................................................................................... 1944 Define Additional Catalog Specification Attributes ........................................................................ 1944 Define Catalog Specification Relationship ...................................................................................... 1945 1.8.1.2 Develop Catalog ...................................................................................................................... 1946 Develop Catalog .............................................................................................................................. 1946 Define Catalog ................................................................................................................................. 1947 Define Catalog Attributes................................................................................................................ 1947 TM Forum 2018. All Rights Reserved.
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1.8.2 Capacity Management ............................................................................................................... 1948 Capacity Management .................................................................................................................... 1948 Define Capacity Time Period ........................................................................................................... 1949 Specify Available Capacity............................................................................................................... 1949 Capture Capacity Demand .............................................................................................................. 1950 Consume Available Capacity ........................................................................................................... 1950 Monitor Capacity ............................................................................................................................ 1951 Adjust Capacity ............................................................................................................................... 1952 Perform Capacity and Capacity Demand Trend Analysis ................................................................ 1952 1.8.2.2 Specify Available Capacity....................................................................................................... 1953 Specify Available Capacity............................................................................................................... 1953 Define Available Capacity................................................................................................................ 1954 Associate Related Available Capacity ............................................................................................. 1954 Specify Available Capacity Location ................................................................................................ 1955 1.8.2.3 Capture Capacity Demand ...................................................................................................... 1955 Capture Capacity Demand .............................................................................................................. 1956 Define Capacity Demand................................................................................................................. 1957 Associate Related Capacity Demand............................................................................................... 1957 1.8.2.5 Monitor Capacity .................................................................................................................... 1958 Monitor Capacity ............................................................................................................................ 1958 Monitor Available Capacity ............................................................................................................. 1959 Monitor Capacity Demand .............................................................................................................. 1959 1.8.2.5.1 Monitor Available Capacity .................................................................................................. 1960 Monitor Available Capacity ............................................................................................................. 1961 Monitor Planned Available Capacity ............................................................................................... 1962 Monitor Actual Available Capacity .................................................................................................. 1962 Suggest Available Capacity Adjustment .......................................................................................... 1963 1.8.2.5.2 Monitor Capacity Demand ................................................................................................... 1963 Monitor Capacity Demand .............................................................................................................. 1964 Monitor Planned Capacity Demand ................................................................................................ 1965 Monitor Actual Capacity Demand................................................................................................... 1965 Suggest Capacity Demand Adjustment ........................................................................................... 1966 1.8.2.6 Adjust Capacity ....................................................................................................................... 1967 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Adjust Capacity ............................................................................................................................... 1967 Adjust Available Capacity ................................................................................................................ 1968 Adjust Capacity Demand ................................................................................................................. 1968 Communicate Available Capacity and Capacity Demand Adjustments .......................................... 1969 1.8.3 Configuration Specification and Configuration Management ................................................... 1969 Configuration Specification and Configuration Management ........................................................ 1970 Configuration Specification Management ...................................................................................... 1971 Configuration Management............................................................................................................ 1971 1.8.3.1 Configuration Specification Management .............................................................................. 1972 Configuration Specification Management ...................................................................................... 1973 Define Configuration Specification ................................................................................................. 1974 Modify Configuration Specification ................................................................................................ 1974 1.8.3.1.1 Define Configuration Specification ...................................................................................... 1975 Define Configuration Specification ................................................................................................. 1975 Add Configuration Specification ..................................................................................................... 1976 Define Configuration Specification Parameter ............................................................................... 1977 Add Configuration Specification Constraint.................................................................................... 1978 Define Configuration Specification Policy ....................................................................................... 1978 Specify Configuration Specification Relationship ........................................................................... 1979 1.8.3.1.1.3 Add Configuration Specification Constraint ..................................................................... 1980 Add Configuration Specification Constraint.................................................................................... 1980 Create Configuration Specification Constraint ............................................................................... 1981 Create Configuration Specification Constraint Member ................................................................ 1981 1.8.3.1.1.5 Specify Configuration Specification Relationship ............................................................. 1982 Specify Configuration Specification Relationship ........................................................................... 1983 Define Simple Configuration Specification Relationship ................................................................ 1984 Define Complex Configuration Specification Relationship ............................................................. 1984 1.8.3.2 Configuration Management.................................................................................................... 1985 Configuration Management............................................................................................................ 1985 Configure Entity .............................................................................................................................. 1986 Modify Entity Configuration............................................................................................................ 1987 1.8.3.2.1 Configure Entity ................................................................................................................... 1987 Configure Entity .............................................................................................................................. 1988 TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Create Base Configuration .............................................................................................................. 1988 Assign Value to Configuration Parameter....................................................................................... 1989 Check Compatibility of Configuration Parameters ......................................................................... 1990 Add Inter-configuration Relationship ............................................................................................. 1990 Enterprise Risk Management .............................................................................................................. 1991 Enterprise Risk Management .......................................................................................................... 1991 Business Continuity Management .................................................................................................. 1993 ITIL Problem Management.............................................................................................................. 1994 Security Management ..................................................................................................................... 1999 Fraud Management ........................................................................................................................ 2001 Enterprise Risk Audit Management ................................................................................................ 2001 Insurance Management .................................................................................................................. 2002 Revenue Assurance Management .................................................................................................. 2003 Integrity Management .................................................................................................................... 2004 ITIL IT Service Continuity Management .......................................................................................... 2004 ITIL Information Security Management .......................................................................................... 2006 Product Offering Development & Retirement .................................................................................... 2007 Product Offering Development & Retirement ................................................................................ 2008 Product Offering Lifecycle Management ........................................................................................ 2008 Product Offering Pricing.................................................................................................................. 2010 Product Offering Cataloging............................................................................................................ 2010 Product Offering Agreement Management .................................................................................... 2011 Product Offering Prototyping ......................................................................................................... 2012 Product Offering Promotion Development .................................................................................... 2012 Receive Party Problem ........................................................................................................................ 2013 Receive Party Problem .................................................................................................................... 2014 Create Party Problem ...................................................................................................................... 2014 Request Additional Party Problem Information ............................................................................. 2015 Receive Additional Party Problem Information .............................................................................. 2015 Index ....................................................................................................................................................... 2017
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
List of Figures Figure 1: 1.1.1 Market Strategy & Policy decomposition ......................................................................... 113 Figure 1: 1.1.1.1 Gather & Analyze Market Information decomposition ................................................. 117 Figure 1: 1.1.1.2 Establish Market Strategy decomposition ..................................................................... 119 Figure 1: 1.1.1.3 Establish Market Segments decomposition................................................................... 122 Figure 1: 1.1.1.4 Link Market Segments & Products decomposition........................................................ 124 Figure 1: 1.1.1.5 Gain Commitment to Marketing Strategy decomposition ............................................ 127 Figure 1: 1.1.11 Contact/Lead/Prospect Management decomposition ................................................... 194 Figure 1: 1.1.11.1 Manage Sales Contact decomposition......................................................................... 197 Figure 1: 1.1.11.1.2 Develop Sales Contact decomposition ..................................................................... 200 Figure 1: 1.1.11.2 Manage Sales Lead decomposition.............................................................................. 202 Figure 1: 1.1.11.2.2 Develop Sales Lead decomposition .......................................................................... 205 Figure 1: 1.1.11.3 Manage Sales Prospect decomposition ....................................................................... 207 Figure 1: 1.1.11.3.2 Develop Sales Prospect decomposition .................................................................... 210 Figure 1: 1.1.12 Market Performance Management decomposition ....................................................... 213 Figure 1: 1.1.13 Sales Performance Management decomposition........................................................... 215 Figure 1: 1.1.14 Marketing Communications decomposition .................................................................. 218 Figure 1: 1.1.14.3 Develop Marketing Communication decomposition ................................................... 224 Figure 1: 1.1.14.4 Deliver Marketing Communication Collateral decomposition .................................... 227 Figure 1: 1.1.14.5 Monitor Marketing Communication Effectiveness decomposition............................. 229 Figure 1: 1.1.15 Marketing Campaign Management decomposition ....................................................... 232 Figure 1: 1.1.15.3 Develop Marketing Campaign decomposition ............................................................ 239 Figure 1: 1.1.15.4 Launch Marketing Campaign decomposition .............................................................. 242 Figure 1: 1.1.15.5 Monitor Marketing Campaign Effectiveness decomposition ...................................... 245 Figure 1: 1.1.16 Brand Management decomposition ............................................................................... 248 Figure 1: 1.1.17 Market Research decomposition .................................................................................... 250 Figure 1: 1.1.18 Advertising decomposition ............................................................................................. 252 Figure 1: 1.1.19 Loyalty Program Management decomposition .............................................................. 254 Figure 1: 1.1.19.1 Loyalty Program Development & Retirement decomposition .................................... 257 Figure 1: 1.1.19.1.1 Define Loyalty Program Requirements decomposition ............................................ 264 Figure 1: 1.1.19.1.2 Develop Loyalty Program Strategy decomposition .................................................. 267 Figure 1: 1.1.19.1.3 Develop Loyalty Program decomposition ................................................................. 270 Figure 1: 1.1.19.1.3.1 Define Loyalty Program decomposition ................................................................ 274 Figure 1: 1.1.19.1.3.4 Develop Loyalty Program Partnership decomposition .......................................... 279 Figure 1: 1.1.19.2 Loyalty Program Operation decomposition................................................................. 281 Figure 1: 1.1.19.2.1 Become Loyalty Program Participant decomposition .............................................. 287 Figure 1: 1.1.19.2.1.2 Join Loyalty Program decomposition..................................................................... 291 Figure 1: 1.1.19.2.1.3 Provide Loyalty Program Participant Package decomposition .............................. 294 Figure 1: 1.1.19.2.2 Earn Loyalty Program Currency decomposition ....................................................... 296 Figure 1: 1.1.19.2.2.2 Earn Loyalty Program Currency From Enterprise Partner decomposition ............ 300 Figure 1: 1.1.19.2.3 Earn Loyalty Program Reward decomposition ......................................................... 302 Figure 1: 1.1.19.2.4 Redeem Loyalty Program Currency decomposition ................................................. 305 Figure 1: 1.1.19.2.5 Manage Loyalty Program Account decomposition................................................... 307 Figure 1: 1.1.19.2.5.3 Provide Loyalty Account Communication decomposition ..................................... 311 TM Forum 2018. 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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Figure 1: 1.1.19.2.6 Leave Loyalty Program decomposition ..................................................................... 313 Figure 1: 1.1.19.2.7 Provide Loyalty Program Operation Report decomposition .................................... 316 Figure 1: 1.1.2 Sales Strategy & Planning decomposition ........................................................................ 129 Figure 1: 1.1.3 Sales Forecasting decomposition...................................................................................... 133 Figure 1: 1.1.3.2 Gather Forecast Data decomposition ............................................................................ 137 Figure 1: 1.1.3.3 Develop Sales Forecast decomposition ......................................................................... 139 Figure 1: 1.1.5 Sales Development decomposition .................................................................................. 142 Figure 1: 1.1.5.1 Monitor Sales & Channel Best Practice decomposition ................................................ 145 Figure 1: 1.1.5.2 Develop Sales & Channel Proposals decomposition...................................................... 148 Figure 1: 1.1.5.3 Develop New Sales Channels & Processes decomposition............................................ 150 Figure 1: 1.1.7 Market Sales Support & Readiness decomposition .......................................................... 153 Figure 1: 1.1.7.7 Support Selling decomposition ...................................................................................... 157 Figure 1: 1.1.7.9 Manage Sales Inventory decomposition........................................................................ 161 Figure 1: 1.1.8 Sales Channel Management decomposition .................................................................... 166 Figure 1: 1.1.9 Selling decomposition ....................................................................................................... 168 Figure 1: 1.1.9.1 Qualify & Educate Customer decomposition................................................................. 175 Figure 1: 1.1.9.3 Acquire Sales Prospect Data decomposition ................................................................. 179 Figure 1: 1.1.9.4 Cross/Up Sell decomposition ......................................................................................... 182 Figure 1: 1.1.9.4 Develop Sales Proposal decomposition ......................................................................... 184 Figure 1: 1.1.9.5 Negotiate Sales/Contract decomposition ...................................................................... 188 Figure 1: 1.1.9.6 Manage Sales Accounts decomposition ........................................................................ 191 Figure 1: 1.2.1 Product & Offer Portfolio Planning decomposition .......................................................... 319 Figure 1: 1.2.1.1 Gather & Analyze Product Information decomposition ................................................ 322 Figure 1: 1.2.1.2 Establish Product Portfolio Strategy decomposition ..................................................... 325 Figure 1: 1.2.1.3 Produce Product Portfolio Business Plans decomposition ............................................ 327 Figure 1: 1.2.1.4 Gain Commitment to Product Business Plans decomposition ...................................... 333 Figure 1: 1.2.10 Product Lifecycle Management decomposition ............................................................. 546 Figure 1: 1.2.10.1 Product Lifecycle Administration decomposition ........................................................ 550 Figure 1: 1.2.10.1.1 Create Product decomposition ................................................................................. 555 Figure 1: 1.2.10.1.2 Specify Party Product Involvement decomposition.................................................. 558 Figure 1: 1.2.10.2 Product Pricing decomposition .................................................................................... 560 Figure 1: 1.2.10.2.1 Apply Product Price decomposition.......................................................................... 563 Figure 1: 1.2.10.3 Proactive Product Maintenance decomposition ......................................................... 565 Figure 1: 1.2.2 Product & Offer Capability Delivery decomposition......................................................... 335 Figure 1: 1.2.2.1 Define Product Capability Requirements decomposition ............................................. 340 Figure 1: 1.2.2.2 Capture Product Capability Shortfalls decomposition................................................... 343 Figure 1: 1.2.2.3 Approve Product Business Case decomposition............................................................ 346 Figure 1: 1.2.2.4 Deliver Product Capability decomposition .................................................................... 348 Figure 1: 1.2.2.5 Manage Handover to Product Operations decomposition............................................ 351 Figure 1: 1.2.2.6 Manage Product Capability Delivery Methodology decomposition .............................. 354 Figure 1: 1.2.4 Product Support & Readiness decomposition .................................................................. 356 Figure 1: 1.2.4.1 Support Customer QoS/SLA decomposition .................................................................. 360 Figure 1: 1.2.4.2 Manage Product Offering Inventory decomposition ..................................................... 363 Figure 1: 1.2.5 Product Configuration Management decomposition ....................................................... 368 TM Forum 2018. 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Figure 1: 1.2.6 Product Performance Management decomposition ........................................................ 371 Figure 1: 1.2.7 Product Specification & Offering Development & Retirement decomposition................ 376 Figure 1: 1.2.7.1 Product Specification Development & Retirement decomposition .............................. 379 Figure 1: 1.2.7.1.1 Gather & Analyze New Product Specification Ideas decomposition .......................... 385 Figure 1: 1.2.7.1.2 Develop New Product Specification Business Proposal decomposition..................... 387 Figure 1: 1.2.7.1.2.5 Prepare New Product Specification Business Proposal decomposition .................. 393 Figure 1: 1.2.7.1.3 Develop Detailed Product Specification decomposition ............................................ 395 Figure 1: 1.2.7.1.3.1 Develop Detailed Product Commercial Specifications decomposition ................... 400 Figure 1: 1.2.7.2 Product Offering Development & Retirement decomposition...................................... 404 Figure 1: 1.2.7.2.1 Product Offering Lifecycle Management decomposition ........................................... 410 Figure 1: 1.2.7.2.1.1 Gather & Analyze New Product Offering Ideas decomposition .............................. 418 Figure 1: 1.2.7.2.1.2 Develop New Product Offering Business Proposal decomposition ......................... 420 Figure 1: 1.2.7.2.1.2.6 Provide New Product Offering Business Proposal Notification decomposition .. 426 Figure 1: 1.2.7.2.1.3 Develop Detailed Product Offering decomposition................................................. 428 Figure 1: 1.2.7.2.1.3.1 Develop Detailed Product Offering Commercial Specifications decomposition .. 431 Figure 1: 1.2.7.2.1.4 Conduct Product Offering Acceptance Testing decomposition ............................... 435 Figure 1: 1.2.7.2.1.4.1 Manage Product Offering Acceptance Testing decomposition ............................ 438 Figure 1: 1.2.7.2.1.6 Manage Product Offering Exit decomposition ........................................................ 441 Figure 1: 1.2.7.2.1.7 Rollout/Launch Product Offering decomposition .................................................... 444 Figure 1: 1.2.7.2.2 Product Offering Pricing decomposition..................................................................... 447 Figure 1: 1.2.7.2.2.1 Standard Product Offering Pricing decomposition .................................................. 451 Figure 1: 1.2.7.2.2.1.1 Set Product Offering Price decomposition ........................................................... 456 Figure 1: 1.2.7.2.2.1.2 Develop Product Offering Pricing Plan decomposition ........................................ 459 Figure 1: 1.2.7.2.2.1.3 Modify Product Offering Price decomposition ..................................................... 461 Figure 1: 1.2.7.2.2.1.5 Provide Product Offering Price Notification decomposition ................................ 464 Figure 1: 1.2.7.2.2.2 Policy-based Product Offering Pricing decomposition ............................................ 466 Figure 1: 1.2.7.2.2.3 Algorithmic Product Offering Pricing decomposition .............................................. 470 Figure 1: 1.2.7.2.2.3.1 Develop Algorithmic Product Offering Pricing Matrix Specification decomposition .................................................................................................................................................................. 473 Figure 1: 1.2.7.2.2.3.2 Develop Algorithmic Product Offering Pricing Matrix decomposition ................ 476 Figure 1: 1.2.7.2.2.4 Feature/Property Product Offering Pricing decomposition .................................... 478 Figure 1: 1.2.7.2.3 Product Offering Cataloging decomposition .............................................................. 481 Figure 1: 1.2.7.2.3.2 Develop Product Offering Catalog decomposition .................................................. 484 Figure 1: 1.2.7.2.4 Product Offering Agreement Management decomposition....................................... 486 Figure 1: 1.2.7.2.6 Product Offering Promotion Development decomposition ....................................... 488 Figure 1: 1.2.7.2.6.3 Develop Product Offering Promotion decomposition ............................................. 494 Figure 1: 1.2.7.2.6.4 Start Product Offering Promotion decomposition .................................................. 496 Figure 1: 1.2.7.2.6.5 Monitor Product Offering Promotion Effectiveness decomposition ....................... 499 Figure 1: 1.2.8 Product Capacity Management decomposition ............................................................... 502 Figure 1: 1.2.9 Product Offering Purchasing decomposition .................................................................... 504 Figure 1: 1.2.9.1 Initiate Product Offering Purchase decomposition ....................................................... 511 Figure 1: 1.2.9.1.1 Select Outbound Purchase Party decomposition ....................................................... 514 Figure 1: 1.2.9.1.2 Create Product Offering Purchase decomposition ..................................................... 517 Figure 1: 1.2.9.2 Manage Product Offering Purchase Selection decomposition ...................................... 521 TM Forum 2018. 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Figure 1: 1.2.9.2.1 Make Product Offering Purchase Selection decomposition ....................................... 524 Figure 1: 1.2.9.2.1.1 Make Product Offering Purchase Choice decomposition ........................................ 528 Figure 1: 1.2.9.2.1.2 Specify Product Offering Purchase Quantity decomposition .................................. 530 Figure 1: 1.2.9.2.4 Return Product Offering Purchase decomposition ..................................................... 533 Figure 1: 1.2.9.3 Track & Manage Product Offering Purchase decomposition ........................................ 535 Figure 1: 1.2.9.5 Complete Product Offering Purchase decomposition ................................................... 537 Figure 1: 1.2.9.7 Cancel Product Offering Purchase decomposition ........................................................ 541 Figure 1: 1.2.9.8 Report Product Offering Purchase decomposition ........................................................ 544 Figure 1: 1.3.1 Customer Support & Readiness decomposition ............................................................... 568 Figure 1: 1.3.1.1 Support Customer Interface Management decomposition........................................... 579 Figure 1: 1.3.1.2 Support Order Handling decomposition ........................................................................ 581 Figure 1: 1.3.1.3 Support Problem Handling decomposition.................................................................... 592 Figure 1: 1.3.1.4 Support Retention & Loyalty decomposition ................................................................ 598 Figure 1: 1.3.1.5 Manage Customer Inventory decomposition ................................................................ 600 Figure 1: 1.3.1.6 Support Bill Invoice Management decomposition ........................................................ 605 Figure 1: 1.3.1.7 Support Bill Payments & Receivables Management decomposition............................. 609 Figure 1: 1.3.1.8 Support Bill Inquiry Handling decomposition ................................................................ 612 Figure 1: 1.3.10 Bill Payments & Receivables Management decomposition ........................................... 764 Figure 1: 1.3.10.2 Manage Customer Payments decomposition.............................................................. 768 Figure 1: 1.3.10.3 Manage Customer Debt Collection decomposition..................................................... 772 Figure 1: 1.3.11 Bill Inquiry Handling decomposition ............................................................................... 777 Figure 1: 1.3.11.1 Create Customer Bill Inquiry Report decomposition ................................................... 784 Figure 1: 1.3.11.2 Assess Customer Bill Inquiry Report decomposition ................................................... 786 Figure 1: 1.3.11.3 Authorize Customer Bill Invoice Adjustment decomposition ...................................... 790 Figure 1: 1.3.11.4 Track & Manage Customer Bill Inquiry Resolution decomposition ............................. 793 Figure 1: 1.3.11.5 Report Customer Bill Inquiry decomposition............................................................... 799 Figure 1: 1.3.12 Manage Billing Events decomposition ............................................................................ 801 Figure 1: 1.3.12.1 Enrich Billing Events decomposition ............................................................................ 805 Figure 1: 1.3.12.2 Guide Billing Events decomposition ............................................................................ 807 Figure 1: 1.3.12.3 Mediate Billing Events decomposition ........................................................................ 810 Figure 1: 1.3.12.4 Report Billing Event Records decomposition............................................................... 812 Figure 1: 1.3.13 Charging decomposition ................................................................................................. 815 Figure 1: 1.3.14 Manage Balances decomposition ................................................................................... 819 Figure 1: 1.3.2 Customer Experience Management decomposition ........................................................ 615 Figure 1: 1.3.2.1 Customer Experience Maturity Assessment decomposition ......................................... 618 Figure 1: 1.3.2.4 Mapping and Analysis of Experience Lifecycles decomposition .................................... 619 Figure 1: 1.3.2.4.1 Select Journey decomposition .................................................................................... 622 Figure 1: 1.3.2.4.1.1 Select Touchpoint decomposition ........................................................................... 625 Figure 1: 1.3.2.4.3 Analyze Journey decomposition ................................................................................. 627 Figure 1: 1.3.3 Order Handling decomposition......................................................................................... 630 Figure 1: 1.3.3.1 Determine Customer Order Feasibility decomposition ................................................. 637 Figure 1: 1.3.3.4 Track & Manage Customer Order Handling decomposition.......................................... 639 Figure 1: 1.3.3.6 Issue Customer Orders decomposition.......................................................................... 643 Figure 1: 1.3.3.7 Report Customer Order Handling decomposition ......................................................... 646 TM Forum 2018. 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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Figure 1: 1.3.4 Customer Management decomposition ........................................................................... 648 Figure 1: 1.3.4.1 Enable Retention & Loyalty decomposition .................................................................. 652 Figure 1: 1.3.4.1.1 Build Customer Insight decomposition ....................................................................... 656 Figure 1: 1.3.4.1.2 Analyze & Manage Customer Risk decomposition ..................................................... 658 Figure 1: 1.3.4.1.3 Personalize Customer Profile for Retention & Loyalty decomposition ...................... 661 Figure 1: 1.3.4.1.4 Validate Customer Satisfaction decomposition.......................................................... 664 Figure 1: 1.3.4.2 Establish Customer Relationship decomposition .......................................................... 667 Figure 1: 1.3.5 Customer Interaction Management decomposition ........................................................ 671 Figure 1: 1.3.5.9 Customer Interface Management decomposition ........................................................ 677 Figure 1: 1.3.5.9.2 Manage Request (Including Self Service) decomposition........................................... 680 Figure 1: 1.3.5.9.3 Analyze & Report on Customer decomposition ......................................................... 683 Figure 1: 1.3.5.9.4 Mediate & Orchestrate Customer Interactions decomposition ................................. 685 Figure 1: 1.3.6 Customer Information Management decomposition....................................................... 688 Figure 1: 1.3.7 Problem Handling decomposition .................................................................................... 691 Figure 1: 1.3.7.1 Isolate Customer Problem decomposition .................................................................... 697 Figure 1: 1.3.7.2 Report Customer Problem decomposition .................................................................... 703 Figure 1: 1.3.7.3 Track & Manage Customer Problem decomposition..................................................... 707 Figure 1: 1.3.7.4 Close Customer Problem Report decomposition .......................................................... 712 Figure 1: 1.3.7.5 Create Customer Problem Report decomposition ........................................................ 716 Figure 1: 1.3.7.6 Correct & Recover Customer Problem decomposition ................................................. 718 Figure 1: 1.3.8 Customer QoS/SLA Management decomposition ............................................................ 723 Figure 1: 1.3.8.1 Assess Customer QoS/SLA Performance decomposition .............................................. 729 Figure 1: 1.3.8.2 Manage QoS/SLA Violation decomposition ................................................................... 733 Figure 1: 1.3.8.3 Report Customer QoS Performance decomposition ..................................................... 736 Figure 1: 1.3.8.4 Create Customer QoS Performance Degradation Report decomposition ..................... 739 Figure 1: 1.3.8.5 Track & Manage Customer QoS Performance Resolution decomposition .................... 742 Figure 1: 1.3.9 Bill Invoice Management decomposition ......................................................................... 748 Figure 1: 1.3.9.1 Apply Pricing, Discounting, Adjustments & Rebates decomposition ............................ 752 Figure 1: 1.3.9.2 Create Customer Bill Invoice decomposition ................................................................. 755 Figure 1: 1.3.9.3 Produce & Distribute Bill decomposition....................................................................... 758 Figure 1: 1.4.1 Service Strategy & Planning decomposition ..................................................................... 822 Figure 1: 1.4.1.1 Gather & Analyze Service Information decomposition ................................................. 828 Figure 1: 1.4.1.2 Manage Service Research decomposition ..................................................................... 832 Figure 1: 1.4.1.3 Establish Service Strategy & Goals decomposition........................................................ 835 Figure 1: 1.4.1.4 Define Service Support Strategies decomposition ........................................................ 840 Figure 1: 1.4.1.5 Produce Service Business Plans decomposition ............................................................ 843 Figure 1: 1.4.1.6 Develop Service Partnership Requirements decomposition ......................................... 846 Figure 1: 1.4.1.7 Gain Enterprise Commitment to Service Strategies decomposition ............................. 849 Figure 1: 1.4.2 Service Capability Delivery decomposition ....................................................................... 851 Figure 1: 1.4.2.1 Map & Analyze Service Requirements decomposition .................................................. 857 Figure 1: 1.4.2.2 Capture Service Capability Shortfalls decomposition .................................................... 860 Figure 1: 1.4.2.3 Gain Service Capability Investment Approval decomposition ....................................... 862 Figure 1: 1.4.2.4 Design Service Capabilities decomposition ................................................................... 865 Figure 1: 1.4.2.5 Enable Service Support & Operations decomposition................................................... 868 TM Forum 2018. 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Figure 1: 1.4.2.6 Manage Service Capability Delivery decomposition...................................................... 870 Figure 1: 1.4.2.7 Manage Handover to Service Operations decomposition ............................................. 875 Figure 1: 1.4.3 Service Development & Retirement decomposition ........................................................ 877 Figure 1: 1.4.3.1 Gather & Analyze New Service Ideas decomposition .................................................... 883 Figure 1: 1.4.3.3 Develop New Service Business Proposal decomposition .............................................. 886 Figure 1: 1.4.3.4 Develop Detailed Service Specifications decomposition ............................................... 888 Figure 1: 1.4.3.5 Manage Service Development decomposition .............................................................. 892 Figure 1: 1.4.3.6 Manage Service Deployment decomposition ................................................................ 896 Figure 1: 1.4.4 SM&O Support & Readiness decomposition .................................................................... 899 Figure 1: 1.4.4.1 Manage Service Inventory decomposition .................................................................... 905 Figure 1: 1.4.4.2 Enable Service Configuration & Activation decomposition ........................................... 909 Figure 1: 1.4.4.3 Support Service Problem Management decomposition................................................ 915 Figure 1: 1.4.4.4 Enable Service Quality Management decomposition .................................................... 919 Figure 1: 1.4.5 Service Configuration & Activation decomposition .......................................................... 923 Figure 1: 1.4.5.1 Design Solution decomposition ..................................................................................... 932 Figure 1: 1.4.5.2 Allocate Specific Service Parameters to Services decomposition.................................. 936 Figure 1: 1.4.5.3 Track & Manage Service Provisioning decomposition ................................................... 939 Figure 1: 1.4.5.4 Implement, Configure & Activate Service decomposition............................................. 943 Figure 1: 1.4.5.5 Test Service End-to-End decomposition ........................................................................ 947 Figure 1: 1.4.5.6 Issue Service Orders decomposition .............................................................................. 950 Figure 1: 1.4.5.7 Report Service Provisioning decomposition .................................................................. 954 Figure 1: 1.4.5.9 Recover Service decomposition ..................................................................................... 957 Figure 1: 1.4.6 Service Problem Management decomposition................................................................. 960 Figure 1: 1.4.6.1 Create Service Trouble Report decomposition .............................................................. 968 Figure 1: 1.4.6.2 Diagnose Service Problem decomposition .................................................................... 971 Figure 1: 1.4.6.3 Correct & Resolve Service Problem decomposition ..................................................... 976 Figure 1: 1.4.6.4 Track & Manage Service Problem decomposition ......................................................... 981 Figure 1: 1.4.6.5 Report Service Problem decomposition ........................................................................ 986 Figure 1: 1.4.6.7 Survey & Analyze Service Problem decomposition ...................................................... 989 Figure 1: 1.4.7 Service Quality Management decomposition................................................................... 994 Figure 1: 1.4.7.1 Monitor Service Quality decomposition ...................................................................... 1001 Figure 1: 1.4.7.2 Analyze Service Quality decomposition ....................................................................... 1005 Figure 1: 1.4.7.3 Improve Service Quality decomposition ...................................................................... 1008 Figure 1: 1.4.7.4 Report Service Quality Performance decomposition .................................................. 1011 Figure 1: 1.4.7.5 Create Service Performance Degradation Report decomposition .............................. 1014 Figure 1: 1.4.7.6 Track & Manage Service Quality Performance Resolution decomposition ................. 1017 Figure 1: 1.4.8 Service Guiding & Mediation decomposition ................................................................. 1022 Figure 1: 1.4.8.1 Mediate Service Usage Records decomposition.......................................................... 1025 Figure 1: 1.5.1 Resource Strategy & Planning decomposition................................................................ 1028 Figure 1: 1.5.1.1 Gather & Analyze Resource Information decomposition ............................................ 1035 Figure 1: 1.5.1.2 Manage Resource Research decomposition................................................................ 1038 Figure 1: 1.5.1.3 Establish Resource Strategy & Architecture decomposition ....................................... 1041 Figure 1: 1.5.1.4 Define Resource Support Strategies decomposition ................................................... 1044 Figure 1: 1.5.1.5 Produce Resource Business Plans decomposition ....................................................... 1047 TM Forum 2018. 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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Figure 1: 1.5.1.6 Develop Resource Partnership Requirements decomposition .................................... 1051 Figure 1: 1.5.1.7 Gain Enterprise Commitment to Resource Plans decomposition ............................... 1053 Figure 1: 1.5.10 Resource Mediation & Reporting decomposition ........................................................ 1294 Figure 1: 1.5.10.1 Mediate Resource Usage Records decomposition .................................................... 1296 Figure 1: 1.5.2 Resource Capability Delivery decomposition ................................................................. 1056 Figure 1: 1.5.2.1 Map & Analyze Resource Requirements decomposition ............................................ 1063 Figure 1: 1.5.2.2 Capture Resource Capability Shortfalls decomposition............................................... 1065 Figure 1: 1.5.2.3 Gain Resource Capability Investment Approval decomposition ................................. 1068 Figure 1: 1.5.2.4 Design Resource Capabilities decomposition .............................................................. 1071 Figure 1: 1.5.2.5 Enable Resource Support & Operations decomposition ............................................. 1074 Figure 1: 1.5.2.6 Manage Resource Capability Delivery decomposition ................................................ 1076 Figure 1: 1.5.2.7 Manage Handover to Resource Operations decomposition ....................................... 1080 Figure 1: 1.5.3 Resource Development & Retirement decomposition ................................................... 1082 Figure 1: 1.5.3.1 Gather & Analyze New Resource Ideas decomposition .............................................. 1088 Figure 1: 1.5.3.3 Develop New Resource Business Proposal decomposition ......................................... 1091 Figure 1: 1.5.3.4 Develop Detailed Resource Specifications decomposition.......................................... 1093 Figure 1: 1.5.3.5 Manage Resource Development decomposition......................................................... 1096 Figure 1: 1.5.3.6 Manage Resource Deployment decomposition........................................................... 1100 Figure 1: 1.5.3.7 Manage Resource Exit decomposition......................................................................... 1103 Figure 1: 1.5.4 RM&O Support & Readiness decomposition .................................................................. 1106 Figure 1: 1.5.4.1 Enable Resource Provisioning decomposition ............................................................. 1117 Figure 1: 1.5.4.2 Enable Resource Performance Management decomposition ..................................... 1124 Figure 1: 1.5.4.3 Support Resource Trouble Management decomposition ........................................... 1130 Figure 1: 1.5.4.4 Enable Resource Data Collection & Distribution decomposition ................................ 1135 Figure 1: 1.5.4.5 Manage Resource Inventory decomposition ............................................................... 1139 Figure 1: 1.5.4.7 Manage Logistics decomposition................................................................................. 1142 Figure 1: 1.5.4.7 Manage Number Portability decomposition ............................................................... 1146 Figure 1: 1.5.4.7.5 Track & Manage Number Portability Requests decomposition ............................... 1151 Figure 1: 1.5.5 Workforce Management decomposition ....................................................................... 1153 Figure 1: 1.5.5.1 Manage Schedules & Appointments decomposition .................................................. 1159 Figure 1: 1.5.5.4 Plan and Forecast Workforce Management decomposition ....................................... 1163 Figure 1: 1.5.5.5 Administer and Configure Workforce Management decomposition .......................... 1166 Figure 1: 1.5.5.7 Manage Work Order Lifecycle decomposition ............................................................ 1172 Figure 1: 1.5.6 Resource Provisioning decomposition ............................................................................ 1179 Figure 1: 1.5.6.1 Allocate & Install Resource decomposition ................................................................. 1187 Figure 1: 1.5.6.2 Configure & Activate Resource decomposition ........................................................... 1191 Figure 1: 1.5.6.3 Test Resource decomposition...................................................................................... 1195 Figure 1: 1.5.6.4 Track & Manage Resource Provisioning decomposition ............................................. 1197 Figure 1: 1.5.6.5 Report Resource Provisioning decomposition ............................................................. 1201 Figure 1: 1.5.6.7 Issue Resource Orders decomposition ........................................................................ 1204 Figure 1: 1.5.6.8 Recover Resource decomposition ............................................................................... 1207 Figure 1: 1.5.7 Resource Data Collection & Distribution decomposition ............................................... 1211 Figure 1: 1.5.7.1 Collect Management Information & Data decomposition .......................................... 1215 Figure 1: 1.5.7.2 Process Management Information & Data decomposition ......................................... 1218 TM Forum 2018. 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Figure 1: 1.5.7.3 Distribute Management Information & Data decomposition ..................................... 1221 Figure 1: 1.5.8 Resource Trouble Management decomposition ............................................................ 1224 Figure 1: 1.5.8.1 Survey & Analyze Resource Trouble decomposition .................................................. 1232 Figure 1: 1.5.8.2 Localize Resource Trouble decomposition .................................................................. 1238 Figure 1: 1.5.8.3 Correct & Resolve Resource Trouble decomposition .................................................. 1243 Figure 1: 1.5.8.3.8 Heal Resource Trouble decomposition ..................................................................... 1250 Figure 1: 1.5.8.4 Track & Manage Resource Trouble decomposition..................................................... 1256 Figure 1: 1.5.8.5 Report Resource Trouble decomposition .................................................................... 1261 Figure 1: 1.5.8.6 Create Resource Trouble Report decomposition ........................................................ 1264 Figure 1: 1.5.9 Resource Performance Management decomposition .................................................... 1267 Figure 1: 1.5.9.1 Monitor Resource Performance decomposition ......................................................... 1274 Figure 1: 1.5.9.2 Analyze Resource Performance decomposition .......................................................... 1278 Figure 1: 1.5.9.3 Control Resource Performance decomposition........................................................... 1281 Figure 1: 1.5.9.4 Report Resource Performance decomposition............................................................ 1283 Figure 1: 1.5.9.5 Create Resource Performance Degradation Report decomposition ........................... 1286 Figure 1: 1.5.9.6 Track & Manage Resource Performance Resolution decomposition .......................... 1289 Figure 1: 1.6.1 Party Strategy & Planning decomposition ...................................................................... 1300 Figure 1: 1.6.10 Party Problem Handling decomposition ....................................................................... 1453 Figure 1: 1.6.10.1 Receive Party Problem decomposition ...................................................................... 1460 Figure 1: 1.6.10.2 Assess Party Problem decomposition ........................................................................ 1462 Figure 1: 1.6.10.2.1 Involve External Party in Party Problem Assessment decomposition .................... 1466 Figure 1: 1.6.10.2.4 Isolate Party Problem decomposition .................................................................... 1469 Figure 1: 1.6.10.3 Submit Party Problem decomposition ....................................................................... 1472 Figure 1: 1.6.10.4 Report Party Problem Resolution decomposition .................................................... 1474 Figure 1: 1.6.10.4 Track Party Problem decomposition.......................................................................... 1476 Figure 1: 1.6.10.5 Resolve Party Problem decomposition ...................................................................... 1479 Figure 1: 1.6.10.6 Manage Party Problem decomposition ..................................................................... 1482 Figure 1: 1.6.10.7 Report Party Problem decomposition ....................................................................... 1484 Figure 1: 1.6.11 Party Performance Management decomposition ........................................................ 1487 Figure 1: 1.6.11.1 Monitor & Control Party Performance decomposition ............................................. 1491 Figure 1: 1.6.11.2 Track & Manage Party Performance Resolution decomposition .............................. 1494 Figure 1: 1.6.11.3 Report Party Performance decomposition ................................................................ 1498 Figure 1: 1.6.11.4 Close Party Performance Degradation Report decomposition ................................. 1501 Figure 1: 1.6.11.5 Initiate Party Performance Degradation Report decomposition ............................... 1503 Figure 1: 1.6.12 Party Revenue Management decomposition ............................................................... 1505 Figure 1: 1.6.12.1 Party Bill/Invoice Management decomposition ........................................................ 1513 Figure 1: 1.6.12.1.1 Party Bill/Invoice Process Management decomposition ........................................ 1518 Figure 1: 1.6.12.1.1.4 Mediate Party Billing Event decomposition......................................................... 1520 Figure 1: 1.6.12.1.1.5 Report Party Billing Events decomposition.......................................................... 1522 Figure 1: 1.6.12.1.3 Party Bill/Invoice Lifecycle Management decomposition ...................................... 1524 Figure 1: 1.6.12.1.3.1 Apply Party Pricing, Discounting, Adjustments & Rebates decomposition ......... 1530 Figure 1: 1.6.12.1.3.2 Create Party Bill/Invoice decomposition ............................................................. 1533 Figure 1: 1.6.12.1.3.4 Manage Party Bill/Invoice Archive decomposition .............................................. 1536 Figure 1: 1.6.12.1.3.5 Receive Party Bill/Invoice decomposition ........................................................... 1538 TM Forum 2018. 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Figure 1: 1.6.12.1.4 Unique Revenue Handling for Specific Parties decomposition .............................. 1542 Figure 1: 1.6.12.1.6.2 Party Bill/Invoice Control decomposition ........................................................... 1549 Figure 1: 1.6.12.1.7.1 Perform Partner Roaming Billing decomposition ................................................ 1552 Figure 1: 1.6.12.1.7.2 Handle Interconnect Partner Billing decomposition ........................................... 1555 Figure 1: 1.6.12.1.7.3 Handle MVNO&MVNE& Retailer Billing decomposition ..................................... 1559 Figure 1: 1.6.12.1.7.6 Handle Content Partner Billing decomposition ................................................... 1561 Figure 1: 1.6.12.1.7.6.1 Handle Carrier Cramming Content Partner Disputes decomposition .............. 1563 Figure 1: 1.6.12.1.7.8 Handle Clearing House Billing decomposition ..................................................... 1566 Figure 1: 1.6.12.2 Party Billing Event Management decomposition ...................................................... 1568 Figure 1: 1.6.12.2.2 Guide Party Billing Event decomposition................................................................ 1572 Figure 1: 1.6.12.2.7.2 Define Party Revenue Sharing Model decomposition ......................................... 1574 Figure 1: 1.6.12.2.8.4 Manage Aged Party Debt Portfolio decomposition ............................................. 1577 Figure 1: 1.6.12.2.8.4.2 Manage Party Debt Write-off decomposition .................................................. 1580 Figure 1: 1.6.12.2.8.5 Perform Party Debt Trend Analysis decomposition ............................................ 1582 Figure 1: 1.6.12.3 Party Revenue Sharing and Settlement decomposition ............................................ 1584 Figure 1: 1.6.12.3.1 Party Revenue Sharing Model Development decomposition................................. 1590 Figure 1: 1.6.12.3.1.1 Manage Party Revenue Sharing Model Specification decomposition ................. 1594 Figure 1: 1.6.12.3.1.2 Remit Party Payment decomposition .................................................................. 1597 Figure 1: 1.6.12.3.1.3 Apply Party Payment decomposition .................................................................. 1600 Figure 1: 1.6.12.3.1.3.3 Resolve Unapplied Party Payment decomposition........................................... 1603 Figure 1: 1.6.12.3.1.4 Handle Party Overpayment decomposition ........................................................ 1606 Figure 1: 1.6.12.3.1.5 Handle Party Underpayment decomposition ...................................................... 1609 Figure 1: 1.6.12.3.10 Party Revenue Sharing Agreement Management decomposition ....................... 1612 Figure 1: 1.6.12.3.3 Party Revenue Share Determination decomposition ............................................. 1614 Figure 1: 1.6.12.3.3.3 Identify Revenue Share Items decomposition ..................................................... 1620 Figure 1: 1.6.12.3.4 Party Revenue Sharing Reconciliation decomposition ........................................... 1622 Figure 1: 1.6.12.3.4.2 Reconcile Party Revenue Share decomposition .................................................. 1627 Figure 1: 1.6.12.3.8 Party Payment Method Management decomposition ........................................... 1631 Figure 1: 1.6.12.3.8.1 Manage Party Payment Method Type decomposition ........................................ 1633 Figure 1: 1.6.12.3.8.1.1 Define Payment Method Type decomposition ................................................. 1636 Figure 1: 1.6.12.3.8.2 Manage Party Payment Method decomposition................................................. 1638 Figure 1: 1.6.12.3.9.1 Prepare Party Payment Plan decomposition ....................................................... 1641 Figure 1: 1.6.12.4 Party Payment Management decomposition ............................................................ 1643 Figure 1: 1.6.12.4.1 Party Payment Handling decomposition ................................................................ 1648 Figure 1: 1.6.12.4.1.1 Receive Party Payment decomposition ............................................................... 1653 Figure 1: 1.6.12.4.3 Party Payment Plan Administration decomposition............................................... 1655 Figure 1: 1.6.12.4.4 Party Debt Collection decomposition ..................................................................... 1659 Figure 1: 1.6.12.4.4.1 Develop Party Debt Collection Strategy decomposition ..................................... 1663 Figure 1: 1.6.12.4.4.2 Manage Overdue Party Bill/Invoice decomposition ............................................ 1665 Figure 1: 1.6.12.4.4.2.5 Take Party Debt Collection Further Action decomposition .............................. 1669 Figure 1: 1.6.12.5 Party Charging decomposition ................................................................................... 1673 Figure 1: 1.6.12.6 Party Account Balance Management decomposition ............................................... 1676 Figure 1: 1.6.12.7 Party Bill Inquiry Handling decomposition ................................................................ 1681 Figure 1: 1.6.12.7.1 Receive Party Bill Inquiry decomposition ............................................................... 1685 TM Forum 2018. 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Figure 1: 1.6.12.7.2 Submit Party Bill Inquiry decomposition ................................................................ 1688 Figure 1: 1.6.12.7.3 Resolve Party Bill Inquiry decomposition ............................................................... 1690 Figure 1: 1.6.12.7.3.1 Authorize Party Bill Invoice Adjustment decomposition ..................................... 1693 Figure 1: 1.6.12.7.4 Manage Party Bill Inquiry decomposition ............................................................... 1696 Figure 1: 1.6.12.7.5 Report Party Bill Inquiry decomposition ................................................................. 1698 Figure 1: 1.6.2 Party Tender Management decomposition .................................................................... 1302 Figure 1: 1.6.2.1 Determine the Sourcing Requirements decomposition .............................................. 1306 Figure 1: 1.6.2.2 Determine Potential Parties decomposition ............................................................... 1309 Figure 1: 1.6.2.3 Manage the Tender Process decomposition ............................................................... 1314 Figure 1: 1.6.2.4 Gain Tender Decision Approval decomposition .......................................................... 1316 Figure 1: 1.6.3 Party Relationship Development & Retirement decomposition .................................... 1318 Figure 1: 1.6.3.1 Party Relationship Management decomposition ........................................................ 1321 Figure 1: 1.6.3.1.2 Manage Party Relationship decomposition .............................................................. 1326 Figure 1: 1.6.3.1.5 Collect Party Data decomposition ............................................................................ 1328 Figure 1: 1.6.3.1.6 Develop Party Relationship decomposition.............................................................. 1332 Figure 1: 1.6.3.2 Party Demographic Collection decomposition ............................................................ 1335 Figure 1: 1.6.3.3 Party Profiling decomposition...................................................................................... 1339 Figure 1: 1.6.4 Party Offering Development & Retirement decomposition ........................................... 1343 Figure 1: 1.6.4.1 On-board Party Product Specification & Offering decomposition .............................. 1347 Figure 1: 1.6.4.2 Off-Board Party Offering & Specification decomposition............................................ 1350 Figure 1: 1.6.4.2.2 Off-Board Party Product Specification decomposition ............................................. 1353 Figure 1: 1.6.5 Party Agreement Management decomposition ............................................................. 1356 Figure 1: 1.6.5.1 Prepare Party Agreement decomposition ................................................................... 1361 Figure 1: 1.6.5.1.1 Begin Party Agreement Preparation decomposition ................................................ 1365 Figure 1: 1.6.5.2 Manage Party Agreement Commercial Negotiations decomposition ......................... 1368 Figure 1: 1.6.5.3 Gain Approval for Party Agreement decomposition ................................................... 1371 Figure 1: 1.6.6 Party Support & Readiness decomposition .................................................................... 1373 Figure 1: 1.6.6.1 Support Party Requisition Management decomposition ............................................ 1380 Figure 1: 1.6.6.2 Support Party Problem Reporting & Management decomposition ............................ 1385 Figure 1: 1.6.6.3 Support Party Performance Management decomposition ......................................... 1387 Figure 1: 1.6.6.4 Support Party Settlements & Payments Management decomposition....................... 1392 Figure 1: 1.6.6.5 Support Party Interface Management decomposition ................................................ 1394 Figure 1: 1.6.6.6 Manage Party Inventory decomposition ..................................................................... 1397 Figure 1: 1.6.7 Party Privacy Management decomposition .................................................................... 1401 Figure 1: 1.6.7.1 Party Privacy Management Definition decomposition ................................................ 1406 Figure 1: 1.6.7.2 Party Privacy Profile Type Development decomposition ............................................ 1408 Figure 1: 1.6.7.3 Party Privacy Profile Management decomposition ..................................................... 1411 Figure 1: 1.6.8 Party Order Handling decomposition ............................................................................. 1416 Figure 1: 1.6.8.1 Select External Party for Party Order decomposition.................................................. 1423 Figure 1: 1.6.8.2 Determine Party Pre-Order Feasibility decomposition................................................ 1425 Figure 1: 1.6.8.3 Track & Manage Party Orders decomposition............................................................. 1428 Figure 1: 1.6.8.4 Receive & Accept Party Order decomposition ............................................................ 1433 Figure 1: 1.6.8.6 Report Party Orders decomposition ............................................................................ 1436 Figure 1: 1.6.9 Party Interaction Management decomposition ............................................................. 1439 TM Forum 2018. 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Figure 1: 1.6.9.1 Log Party Interaction decomposition........................................................................... 1444 Figure 1: 1.6.9.5 Handle Party Interaction (Including Self Service) decomposition ............................... 1446 Figure 1: 1.6.9.6 Analyze & Report Party Interactions decomposition .................................................. 1449 Figure 1: 1.6.9.7 Mediate & Orchestrate Party Interactions decomposition ......................................... 1451 Figure 1: 1.7.1 Strategic & Enterprise Planning decomposition ............................................................. 1701 Figure 1: 1.7.1.1 Strategic Business Planning decomposition ................................................................ 1711 Figure 1: 1.7.1.2 Business Development decomposition ........................................................................ 1714 Figure 1: 1.7.1.3 Enterprise Architecture Management decomposition ................................................ 1718 Figure 1: 1.7.1.4 Group Enterprise Management decomposition .......................................................... 1723 Figure 1: 1.7.2 Enterprise Risk Management decomposition ................................................................. 1726 Figure 1: 1.7.2.1 Business Continuity Management decomposition ...................................................... 1743 Figure 1: 1.7.2.2 Security Management decomposition......................................................................... 1747 Figure 1: 1.7.2.3 Fraud Management decomposition ............................................................................ 1756 Figure 1: 1.7.2.3.1 Fraud Policy Management decomposition ............................................................... 1759 Figure 1: 1.7.2.3.2 Fraud Operations Support decomposition ............................................................... 1767 Figure 1: 1.7.2.3.3 Fraud Operations Management decomposition ...................................................... 1772 Figure 1: 1.7.2.4 Audit Management decomposition ............................................................................. 1777 Figure 1: 1.7.2.5 Insurance Management decomposition ...................................................................... 1782 Figure 1: 1.7.2.6 Revenue Assurance Management decomposition ...................................................... 1785 Figure 1: 1.7.2.6.2 Manage Revenue Assurance Operations decomposition ......................................... 1790 Figure 1: 1.7.3 Enterprise Effectiveness Management decomposition .................................................. 1797 Figure 1: 1.7.3.2 Enterprise Quality Management decomposition ........................................................ 1828 Figure 1: 1.7.3.3 Program & Project Management decomposition ........................................................ 1831 Figure 1: 1.7.3.4 Enterprise Performance Assessment decomposition .................................................. 1835 Figure 1: 1.7.3.4.5 Metric Management decomposition ........................................................................ 1839 Figure 1: 1.7.3.4.5.1 Metric Definition Development decomposition .................................................... 1842 Figure 1: 1.7.3.4.5.2 Metric Definition Measure Development decomposition..................................... 1844 Figure 1: 1.7.3.4.5.3 Metric Measure Monitoring decomposition ......................................................... 1847 Figure 1: 1.7.4 Knowledge & Research Management decomposition ................................................... 1849 Figure 1: 1.7.4.2 Research Management decomposition ....................................................................... 1852 Figure 1: 1.7.4.3 Technology Scanning decomposition .......................................................................... 1855 Figure 1: 1.7.5 Financial & Asset Management decomposition ............................................................. 1857 Figure 1: 1.7.5.3 Procurement Management decomposition ................................................................ 1860 Figure 1: 1.7.6 Stakeholder & External Relations Management decomposition.................................... 1864 Figure 1: 1.7.6.1 Corporate Communications & Image Management decomposition........................... 1869 Figure 1: 1.7.6.2 Community Relations Management decomposition ................................................... 1872 Figure 1: 1.7.6.3 Shareholder Relations Management decomposition .................................................. 1875 Figure 1: 1.7.6.4 Regulatory Management decomposition .................................................................... 1877 Figure 1: 1.7.6.5 Legal Management decomposition ............................................................................. 1879 Figure 1: 1.7.6.6 Board & Shares/Securities Management decomposition............................................ 1883 Figure 1: 1.7.7 Human Resources Management decomposition............................................................ 1886 Figure 1: 1.7.7.1 HR Policies & Practices decomposition ........................................................................ 1890 Figure 1: 1.7.7.3 Workforce Strategy decomposition ............................................................................. 1895 Figure 1: 1.7.7.4 Workforce Development decomposition .................................................................... 1898 TM Forum 2018. 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Figure 1: 1.7.7.5 Employee & Labor Relations Management decomposition ........................................ 1903 Figure 1: 1.7.8 Common Enterprise Processes decomposition .............................................................. 1905 Figure 1: 1.7.8.1 Data Analytics decomposition ..................................................................................... 1909 Figure 1: 1.7.8.1.1 Data Ingestion decomposition .................................................................................. 1913 Figure 1: 1.7.8.1.2 Data Management decomposition ........................................................................... 1916 Figure 1: 1.7.8.1.3 Data Analysis decomposition .................................................................................... 1921 Figure 1: 1.7.8.1.4 Analytics Consumer & Distribution Management decomposition ........................... 1925 Figure 1: 1.7.8.2 Maturity Assessment decomposition .......................................................................... 1928 Figure 1: 1.7.8.2.1 Prepare Maturity Assessment decomposition ......................................................... 1932 Figure 1: 1.7.8.2.2 Collect information for Maturity Assessment decomposition ................................. 1934 Figure 1: 1.7.8.4.4 Establish DG management decomposition............................................................... 1938 Figure 1: 1.8.1 Cataloging decomposition .............................................................................................. 1940 Figure 1: 1.8.1.1 Develop Catalog Specification decomposition ............................................................ 1943 Figure 1: 1.8.1.2 Develop Catalog decomposition .................................................................................. 1946 Figure 1: 1.8.2 Capacity Management decomposition ........................................................................... 1948 Figure 1: 1.8.2.2 Specify Available Capacity decomposition................................................................... 1953 Figure 1: 1.8.2.3 Capture Capacity Demand decomposition .................................................................. 1956 Figure 1: 1.8.2.5 Monitor Capacity decomposition ................................................................................ 1958 Figure 1: 1.8.2.5.1 Monitor Available Capacity decomposition.............................................................. 1961 Figure 1: 1.8.2.5.2 Monitor Capacity Demand decomposition ............................................................... 1964 Figure 1: 1.8.2.6 Adjust Capacity decomposition ................................................................................... 1967 Figure 1: 1.8.3 Configuration Specification and Configuration Management decomposition ............... 1970 Figure 1: 1.8.3.1 Configuration Specification Management decomposition .......................................... 1973 Figure 1: 1.8.3.1.1 Define Configuration Specification decomposition .................................................. 1975 Figure 1: 1.8.3.1.1.3 Add Configuration Specification Constraint decomposition ................................. 1980 Figure 1: 1.8.3.1.1.5 Specify Configuration Specification Relationship decomposition ......................... 1983 Figure 1: 1.8.3.2 Configuration Management decomposition................................................................ 1985 Figure 1: 1.8.3.2.1 Configure Entity decomposition ............................................................................... 1988 Figure 1: Enterprise Risk Management decomposition.......................................................................... 1991 Figure 1: Product Offering Development & Retirement decomposition ................................................ 2008 Figure 1: Receive Party Problem decomposition .................................................................................... 2014
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Preface eTOM Business Process Framework The eTOM Business Process Framework is a reference framework for categorizing all the business activities used by an enterprise involved in delivering on-line Information, Communications and Entertainment services. This is done through definition of each area of business activity, in the form of process components or Process Elements that can be decomposed to expose progressive detail. These process elements can then be positioned within a model to show organizational, functional and other relationships, and can be combined within process flows that trace activity paths through the business. The eTOM framework can serve as the blueprint for standardizing and categorizing business activities (or process elements) that will help set direction and the starting point for development and integration of Business and Operations Support Systems (BSS and OSS respectively). An important additional application for the eTOM framework is that it helps to support and guide work by TM Forum members and others to develop NGOSS solutions. It provides an industry-standard reference point, when considering internal process reengineering needs, partnerships, alliances, and general working agreements with other enterprises, and for suppliers into such enterprises, the eTOM framework outlines potential boundaries of process solutions, and the required functions, inputs, and outputs that must be supported by process solutions. The eTOM Business Process Framework has grown to include a number of components. The overall eTOM document set includes: A main document (GB921) that provides an overview of the eTOM Business Process Framework, from both Intra-Enterprise and Inter-Enterprise viewpoints, and describes the main structural elements and approach An Addendum (GB921D) describing the Service Provider enterprise processes and sub-processes in a form that is top down, customer-centric, and end-to-end focused. Process decompositions are provided for all processes from the highest conceptual view of the eTOM framework to the level of detail agreed for use by the industry. An Addendum (GB921F) describing selected process flows at several levels of view and detail that provides end-to-end insight into the application of eTOM. An Addendum (GB921B) describing the implications and impact of ebusiness for service providers and their business relationships, and how eTOM supports them, including a description of handling of business-to-business Interactions by eTOM. Associated with this is a separate Application Note (GB921C) describing a Business Operations Map for processes involved in business-to-business interaction. TM Forum 2018. All Rights Reserved.
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An Addendum (GB921G) providing information and guidance to users in how the eTOM framework can be applied within businesses, and the implications for maintaining alignment with this when extensions and/or adaptations are made in the course of this. An Addendum (GB921P) providing an “eTOM Primer” to assist new users of eTOM An Addendum (GB912R) introducing Real-World Case Studies in applying eTOM A separate Application Note (GB921U) that provides some guidelines to assist users of eTOM in applying this within their businesses A separate Application Note (GB921V) that shows how eTOM can be used to model the ITIL processes (this supersedes the previous GB912L) A separate Application Note (GB921T) that shows how eTOM processes relate to the functional view provided by the ITU-T M.3400 Recommendation (this work was developed in conjunction with ITU-T within the joint Telecom Management Collaboration Focus Group)
Note: Addenda are adjuncts to the main document that are presented separately, to avoid a single document becoming cumbersome due to its size. Annexes and Appendices both allow material to be removed from a document body, so that the reader is not distracted from the document flow by too much detail. However, these have different statuses within a document: Annexes have equivalent status to the material within the body of the document, i.e. an Annex represents a formal agreement and requirements for the users of the document. Appendices contain material included for information or general guidance. Also, Addenda have the same status as Annexes. Thus, a document body, together with its Annexes and Addenda (and their Annexes, if any), represents the normative material presented, while any Appendices in the main document or its Addenda represent non-normative material, included for information only. In addition, Application Notes are a specific document type, used to provide insight into how a specification or other agreed artifact is used in a particular context or area of application. They are non-normative as they provide information and guidance only within the area concerned.
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Introduction This document stands as an Addendum to the "Enhanced Telecom Operations Map® (eTOM) The Business Process Framework for the Information and Communications Services Industry", GB921 Release 6.5. It provides further detail concerning the eTOM through definition of the process elements within the eTOM Business Process Framework, at several levels of detail. It should be read in conjunction with the main GB921 document, and other Addenda (see GB921 for details). In the main document (GB921), the overall eTOM Business Process Framework was described. In addition, brief descriptions of the Level 1 process groupings of the eTOM Business Process Framework were provided. This Addendum provides the Level 2 decompositions and descriptions for each of these highlevel process groupings. Each horizontal and vertical Level 1 process grouping is shown with its constituent Level 2 processes, and brief process descriptions are provided for Level 2 processes in each of the major process areas: Operations (OPS); Strategy, Infrastructure & Product (SIP); and Enterprise Management. This document is organized using the horizontal functional process groupings as the prime categorization for the SIP and OPS process areas. The Enterprise process groupings are considered individually. In addition, Level 3 decompositions and descriptions are provided for Level 2 processes within the OPS (Operations) area of eTOM. The processes that have been decomposed are those within the CRM (Customer Relationship Management), the SM&O (Service Management and Operations) RM&O (Resource Management and Operations) and S/PRM (Supplier/Partner Relationship Management) Level 1 process areas. It is convenient to illustrate all the Level 1 processes within eTOM in a single diagram, as in the main document (GB921). To extend this diagram to show all the Level 2 processes within each Level 1 process grouping is possible, but is too graphically complex a picture to be used directly. Once Level 3 processes are included, a single diagram becomes quite impractical. In this Addendum, each Level 1 process grouping is therefore shown in isolation, with its dependent Level 2 processes, and where available, Level 3 processes. It is to be understood that the aggregation of all these Level 2 processes, within the overall eTOM structure, represents the totality of the Level 2 processes within the eTOM. Similarly, the aggregation of all component Level 3 processes, within their “parent” Level 2 process, represents the totality of that Level 2 process, and this pattern is repeated as further levels of decomposition are exposed. Note that the process decomposition diagrams used in this Addendum can include black dots within some of the process boxes. These are not a graphical error, but are inserted automatically by a process-modeling tool, to indicate that a further decomposition of that process has been made in the tool.
Process Associations and IDs To aid understanding, each Level 2 and Level 3 process described here has an associated indication of its positioning within the particular vertical and horizontal Level 1 process with which it is associated. For example, CRM Operations TM Forum 2018. All Rights Reserved.
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Support & Process Management (shown under Customer Relationship Management Level 2 Process Descriptions, below) has the indication (CRMOSR) to indicate it is within the horizontal Customer Relationship Management process, and the vertical Operations Support & Readiness process. Processes have been given a process ID throughout this document. The format of the numbering scheme work as follow: aaaaaa.b.x.c.d.e where aaaaaa: This will represent a company specific number. The eTOM team recognizes the need for a company specific identifier but has not yet decided upon one specific format (this is for further study). This field is used to prefix the process ID so that individual companies may extend and/or change the processes; and identify the changes with a company specific identifier. b: This digit is used to identify the originator of the process It is set to 1 if the process is the TMF original one, to 2 otherwise x: Digit representing Level 0 process c: Digit representing Level 1 process d: Digit representing Level 2 process e: Digit representing Level 3 process The unique identifier thus associated with individual processes can thus be used to assist in locating individual processes.
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Process Decompositions & Descriptions 1.1.1 Market Strategy & Policy
Figure 1: 1.1.1 Market Strategy & Policy decomposition
Market Strategy & Policy Process Identifier: 1.1.1 Brief Description Enable the development of a strategic view of an enterprise’s existing and desired market-place Extended Description Market Strategy & Policy processes enable the development of a strategic view of an enterprise’s existing and desired market-place, activities and aims. Market segmentation and analysis is performed, to determine an enterprise’s target and addressable markets, along with the development of marketing strategies for each market segment or set of target customers. The decision is made as to which markets the enterprise wants or needs to be in, and how it plans to enter or grow in these markets and market segments. This will be achieved through multiple inputs: including Enterprise Strategies, Market Research, Market Analysis. Explanatory Reserved for future use.
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Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Gather & Analyze Market Information Process Identifier: 1.1.1.1 Brief Description Research market information and develop market forecasts Extended Description Gather & Analyze Market Information processes develop enterprise and business views of the market, based on the analysis of external and internal information sources. These processes include the establishment and management of relationships with external providers of market information, and the management of internal resources used for providing market information. Methodologies used for developing market forecasts, as well as the development of forecasts, are managed within these processes. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Establish Market Strategy Process Identifier: 1.1.1.2 Brief Description Develop and document the enterprise market strategy Extended Description Establish Market Strategy processes result in agreement across the enterprise with respect to the markets in which the enterprise will participate, the objectives to be achieved, and the broad strategies to be followed to achieve the objectives. A key TM Forum 2018. All Rights Reserved.
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subset of the market strategy is the development of appropriate sales strategies to support the market strategy. These processes also identify the areas across the enterprise responsible for the achievement of specific objectives. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Establish Market Segments Process Identifier: 1.1.1.3 Brief Description Establish the market segmentation to be used across the enterprise Extended Description Establish Market Segments processes identify the market segmentation which will be used across the enterprise. These processes identify the areas within the organization responsible for the management of market segment outcomes, as well as identifying and managing reporting processes for specific market segments. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Link Market Segments & Products Process Identifier: 1.1.1.4 Brief Description Analyze the basic consumption profiles of market segments and associate these with the product families available TM Forum 2018. All Rights Reserved.
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Extended Description The Link Market Segment and Product processes analyze the basic consumption profiles of market segments and associate these with the product families available, as well as identify potential new product families for the market segments. The processes analyze segment purchase and decision issues, and their geographic locations. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Gain Commitment to Marketing Strategy Process Identifier: 1.1.1.5 Brief Description Gain enterprise commitment to the market strategy and segmentation Extended Description The Gain Commitment to Market Strategy processes gain enterprise commitment to the market strategy and segmentation. These processes include all aspects of identification of stakeholders and negotiation to gain stakeholder approval. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.1.1.1 Gather & Analyze Market Information
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Figure 2: 1.1.1.1 Gather & Analyze Market Information decomposition
Gather & Analyze Market Information Process Identifier: 1.1.1.1 Brief Description Research market information and develop market forecasts Extended Description Gather & Analyze Market Information processes develop enterprise and business views of the market, based on the analysis of external and internal information sources. These processes include the establishment and management of relationships with external providers of market information, and the management of internal resources used for providing market information. Methodologies used for developing market forecasts, as well as the development of forecasts, are managed within these processes. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use. TM Forum 2018. All Rights Reserved.
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Gather Market Information Process Identifier: 1.1.1.1.1 Brief Description Establish and Management of external Providers and internal resources for providing market information Extended Description Gather Market information processes focus on establishment and Management of relationships with external providers of market information, and management of internal resources used for providing market information. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Analyze Market Information Process Identifier: 1.1.1.1.2 Brief Description Develop enterprise and business views of the market Extended Description Analyze Market information processes focus on developing enterprise and business views of the market, based on the analysis of the external and internal information sources. Methodologies used for developing market forecasts, as well as the development of forecasts is managed by this process. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use.
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Interactions Reserved for future use.
1.1.1.2 Establish Market Strategy
Figure 3: 1.1.1.2 Establish Market Strategy decomposition
Establish Market Strategy Process Identifier: 1.1.1.2 Brief Description Develop and document the enterprise market strategy Extended Description Establish Market Strategy processes result in agreement across the enterprise with respect to the markets in which the enterprise will participate, the objectives to be achieved, and the broad strategies to be followed to achieve the objectives. A key subset of the market strategy is the development of appropriate sales strategies to support the market strategy. These processes also identify the areas across the enterprise responsible for the achievement of specific objectives. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
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Establish Market Participation Process Identifier: 1.1.1.2.1 Brief Description Agreement on Markets in which Enterprise will Participate. Extended Description Establish Market Participation processes focus on agreement across the enterprise with respect to markets in which the enterprise will participate. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Establish Market Strategy Objectives Process Identifier: 1.1.1.2.2 Brief Description Define Objectives, strategies to be followed to achieve objectives Extended Description Establish Market Strategy Objectives processes focus on defining the Objectives to be achieved and the broad strategies to be followed to achieve the objectives Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Support Market Strategy Process Identifier: 1.1.1.2.3 TM Forum 2018. All Rights Reserved.
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Brief Description Develop sales strategies to support market strategies Extended Description Support Market strategy processes focus on developing appropriate sales strategies. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Identify Enterprise areas to meet market strategy objectives Process Identifier: 1.1.1.2.4 Brief Description Identify the areas across the enterprise responsible for the achievement of specific objectives Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.1.1.3 Establish Market Segments
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Figure 4: 1.1.1.3 Establish Market Segments decomposition
Establish Market Segments Process Identifier: 1.1.1.3 Brief Description Establish the market segmentation to be used across the enterprise Extended Description Establish Market Segments processes identify the market segmentation which will be used across the enterprise. These processes identify the areas within the organization responsible for the management of market segment outcomes, as well as identifying and managing reporting processes for specific market segments. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Identify Market Segments Process Identifier: 1.1.1.3.1 Brief Description Identify the market segmentation TM Forum 2018. All Rights Reserved.
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Extended Description Identify Market Segments process are responsible for identifying the market segmentation which will be used across the enterprise. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Manage Market Segments outcome Process Identifier: 1.1.1.3.2 Brief Description Management of market segments outcome. Extended Description Manage Market Segments outcome process focus on identifying the areas within the organization which are responsible for the management of market segment outcomes. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Reporting - Specific Market Segments Process Identifier: 1.1.1.3.3 Brief Description Identify and manage reporting process for specific market segments Extended Description Not used for this process element TM Forum 2018. All Rights Reserved.
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Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.1.1.4 Link Market Segments & Products
Figure 5: 1.1.1.4 Link Market Segments & Products decomposition
Link Market Segments & Products Process Identifier: 1.1.1.4 Brief Description Analyze the basic consumption profiles of market segments and associate these with the product families available Extended Description The Link Market Segment and Product processes analyze the basic consumption profiles of market segments and associate these with the product families available, as well as identify potential new product families for the market segments. The processes analyze segment purchase and decision issues, and their geographic locations.
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Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Link consumption profiles & available product families Process Identifier: 1.1.1.4.1 Brief Description Link Market segments and available product families Extended Description Link Market segments & available product families processes analyze the basic consumption profiles of market segments and associate these with the product families available Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Identify potential new product families for market segments Process Identifier: 1.1.1.4.2 Brief Description Identify potential new product families for the market segments Extended Description Not used for this process element Explanatory Reserved for future use. TM Forum 2018. All Rights Reserved.
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Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Analyze Market Segment purchase and issues Process Identifier: 1.1.1.4.3 Brief Description Analyze segment purchase and decision issues, and their geographic locations. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.1.1.5 Gain Commitment to Marketing Strategy
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Figure 6: 1.1.1.5 Gain Commitment to Marketing Strategy decomposition
Gain Commitment to Marketing Strategy Process Identifier: 1.1.1.5 Brief Description Gain enterprise commitment to the market strategy and segmentation Extended Description The Gain Commitment to Market Strategy processes gain enterprise commitment to the market strategy and segmentation. These processes include all aspects of identification of stakeholders and negotiation to gain stakeholder approval. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Identify Stakeholders to Market Strategy Process Identifier: 1.1.1.5.1 Brief Description Identify stakeholders of market strategy
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Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Gain Market Strategy Stakeholder approval Process Identifier: 1.1.1.5.2 Brief Description Negotiate & gain stakeholder approval for market strategy Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Gain Enterprise Commitment to Market Strategy Process Identifier: 1.1.1.5.3 Brief Description Gain Enterprise commitment to the market strategy and segmentation Extended Description Not used for this process element Explanatory Reserved for future use. TM Forum 2018. All Rights Reserved.
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Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.1.2 Sales Strategy & Planning
Figure 7: 1.1.2 Sales Strategy & Planning decomposition
Sales Strategy & Planning Process Identifier: 1.1.2 Brief Description Develop an appropriate sales strategy to complement the market strategy. Extended Description Sales Strategy & Planning involves developing sales partner/alliance relationship, establish overall sales budgets, establish sales goals and measures, establish customer management measures, set service levels and standards and develop channel strategy, establish revenue/coverage plan Sales Strategy & Planning involves initiating the development of sales relationships with other parties, establish overall sales budgets, establish sales goals and measures, establish customer management measures, set service levels and standards and develop channel strategy, establish revenue/coverage plan. Explanatory Reserved for future use. TM Forum 2018. All Rights Reserved.
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Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Develop Sales Relationship Process Identifier: 1.1.2.1 Brief Description Set the overall relationship strategy and Initiate the development of sales relationships with other parties, such as sales partnerships and brokering, in advance of entering into formal agreements. Identifying and entering into agreements with other parties are managed Party Tender Management and Party Agreement Management Extended Description Develop Sales Relationship sets the overall relationship strategy. It also initiates the development of sales relationships with other parties, such as sales partnerships and brokering, in advance of entering into formal agreements. Identifying and entering into agreements with other parties are managed Party Tender Management and Party Agreement Management. A party in the agreement may represent a sales channel for the other. This process initiates flows to these other processes as appropriate. Strategies for managing relationships and relationship goals are identified and agreed upon. Sales relationship opportunities are identified along with the methods for selecting parties and for managing the relationship. Candidate parties are also identified. This process also periodically analyzes relationship strategies and makes any necessary changes to them, including the removal of a strategy. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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Establish Sales Budget Process Identifier: 1.1.2.2 Brief Description Establish sales revenue, cost, and profit budgets for the enterprise. Extended Description Establish Sales Budgets calculate product revenue targets for the budget, determines variable and fixed costs and overhead budgets. It uses these to estimate net profit. The combination of all of these represents the sales budget for the enterprise. This process also conducts reviews of the budget as appropriate and makes any changes to elements that compose it Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Establish Sales Goals and Measures Process Identifier: 1.1.2.3 Brief Description Establish goals and measures for sales, customer management measures, and sales service level standards. Extended Description Establish Sales Goals and Measures sets sales goals and how they will be measured and how customer management sales related measures. Additionally sales service levels and standards are set. This process also conducts reviews of goals, measures, service levels, and standards as appropriate and adjusts them if needed. Explanatory N/A Mandatory N/A TM Forum 2018. All Rights Reserved.
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Optional N/A Interactions N/A
Develop Sales Channel Strategy Process Identifier: 1.1.2.4 Brief Description Use revenue models assessment, analyze profit impact on possible sales channel structures, and develop sales channel scenarios to define sales channel strategy. Extended Description Develop Sales Channel Strategy by assessing and analyzing revenue models, profit impact based on possible channel sales channel structures. It also plans and develops scenarios that are used to define the final sales channel strategy. This process also periodically analyzes the sales channel strategy and makes any necessary changes to them, including the removal of parts or all of the strategy. Removal of the complete strategy would require its redevelopment. Use revenue models assessment, analyze profit impact on possible sales channel structures, and develop sales channel scenarios to define sales channel strategy. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Establish Revenue Coverage Plan Process Identifier: 1.1.2.5 Brief Description Develop revenue targets, conduct financial and operational planning to support revenue objectives, and define sales account coverage plans. Extended Description Establish Revenue Coverage Plan develops revenue targets, conducts financial and TM Forum 2018. All Rights Reserved.
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operational planning to support revenue objectives, and define sales account coverage plans. Revenue targets are developed in order to meet revenue objectives. Financial and operational plans are also developed to support revenue objectives. Sales account coverage plans, which include the enterprise sales targets, are defined and communicated throughout the Sales organization including any channels outside of the enterprise that may have been developed by Develop Sales Relationship. This process also conducts reviews of revenue coverage plan as appropriate and adjusts them if needed. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.3 Sales Forecasting
Figure 8: 1.1.3 Sales Forecasting decomposition
Sales Forecasting Process Identifier: 1.1.3 Brief Description Not Used for this element TM Forum 2018. All Rights Reserved.
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Extended Description Sales Forecasting involves gathering current and historic order information, analyzing sales trends and patterns generating sales forecast and analyzing historical and planned promotions and events. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Set Sales Forecast Goal Process Identifier: 1.1.3.1 Brief Description Set the purpose of the forecast and how is it to be used. Set the accuracy required. Extended Description Set the purpose of the forecast and how is it to be used. Set the accuracy required. This will depend on the sales strategy that is to be implemented, which may be long term (cyclical/annual) or short term (related to a promotion or planned event). Correct level of detail - not too much, not too little Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Gather Forecast Data Process Identifier: 1.1.3.2 Brief Description Gather data relevant to the product to which the forecast is related TM Forum 2018. All Rights Reserved.
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Extended Description Not used for this process Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Develop Sales Forecast Process Identifier: 1.1.3.3 Brief Description Develop sales forecast using a repeatable methodology Extended Description Develop sales forecast using a repeatable methodology, based on relevant data Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Distribute Sales Forecast Process Identifier: 1.1.3.4 Brief Description Distribute the sales forecast to all areas that need to know Extended Description Distribute the sales forecast to all parties that need to know for budgeting, resourcing, sourcing etc. For example, executives responsible for fulfilling the sales forecast or need to be aware of the forecast TM Forum 2018. All Rights Reserved.
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Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Evaluate Sales Forecast Outcomes Process Identifier: 1.1.3.5 Brief Description Evaluate how accurate the forecasting was and feedback into process for future forecasts Extended Description Not used for this process Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.3.2 Gather Forecast Data
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Figure 9: 1.1.3.2 Gather Forecast Data decomposition
Gather Forecast Data Process Identifier: 1.1.3.2 Brief Description Gather data relevant to the product to which the forecast is related Extended Description Not used for this process Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Gather Industry Forecast Data Process Identifier: 1.1.3.2.1 TM Forum 2018. All Rights Reserved.
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Brief Description Gather data from the industry relevant to the product to which the forecast is related Extended Description Gather data from the telecommunications industry relevant to the product/to which the forecast is related, including past sales data, any previous forecast, industry body forecast, competitive information etc. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Gather Environmental Forecast Data Process Identifier: 1.1.3.2.2 Brief Description Gather data from the wider environment relevant to the product to which the forecast is related Extended Description Gather data from the wider environment relevant to the product to which the forecast is related. This will include economic, business, social, regulatory/legislative, population, climatic etc. data Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.3.3 Develop Sales Forecast TM Forum 2018. All Rights Reserved.
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Figure 10: 1.1.3.3 Develop Sales Forecast decomposition
Develop Sales Forecast Process Identifier: 1.1.3.3 Brief Description Develop sales forecast using a repeatable methodology Extended Description Develop sales forecast using a repeatable methodology, based on relevant data Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Choose Forecast Model Process Identifier: 1.1.3.3.1 Brief Description Choose which forecast model is the most relevant to be used, from a range of qualitative and quantitative ones available Extended Description Choose which forecast model is the most relevant to be used, from a range of qualitative and quantitative ones available. Qualitative models - Used where data is scarce. For example TM Forum 2018. All Rights Reserved.
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- Consumer or user survey - Panel of executive opinion - Salesforce composite, built up from internal areas - Delphi - Bayesian decision theory - Product testing/Test marketing Quantitative models - Used when there is a base of historical data to draw on. For example - Time series analysis - Causal techniques Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Analyze Forecast Data Process Identifier: 1.1.3.3.2 Brief Description Analyze the data using the chosen methodology Extended Description Not used for this process Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Prepare Sales Forecast TM Forum 2018. All Rights Reserved.
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Process Identifier: 1.1.3.3.3 Brief Description Prepare sales forecast using the chosen methodology Extended Description Not used for this process Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Approve Sales Forecast Process Identifier: 1.1.3.3.4 Brief Description Approve sales forecast, getting signed off by appropriate stakeholders Extended Description Not used for this process Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.5 Sales Development
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Figure 11: 1.1.5 Sales Development decomposition
Sales Development Process Identifier: 1.1.5 Brief Description Develop the Sales support and response for new and existing products, as well as existing and potential customers. Extended Description Sales Development processes develop the Sales support and response for new and existing products and services, as well as existing and potential customers. Sales Development processes develop product related compensation plans, define product revenue targets, develop product related sales training, develop prospective customer identification methodology, develop selling processes/methods and procedures for new products. As an aspect of this Sales Development processes define channels for selling the enterprise’s products. It develops or ensures development of channel ability to sell and support products, including negotiating for the specific channel, defining or updating the account management process, developing pricing for a specific channel, etc. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use.
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Interactions Reserved for future use.
Monitor Sales & Channel Best Practice Process Identifier: 1.1.5.1 Brief Description Ensure that the enterprise keeps abreast of sales and channel practices and capabilities in the wider environment. Extended Description The Monitor Sales & Channel Best Practice processes ensure that the enterprise keeps abreast of sales and channel practices and capabilities in the wider environment. These processes can involve externally provided research, as well as monitoring of various activities within the enterprise. These processes develop the requirements for the introduction of new sales approaches and sales channels, as well as provide requirements for enhancements to existing sales approaches and channels. This monitoring ensures that the enterprise can provide sales and channel capabilities as effectively as possible at all times. The monitoring captures issues such as compensation plans, product related sales training approaches and techniques, prospective customer identification methodologies, selling processes/methods and procedures for new products. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Develop Sales & Channel Proposals Process Identifier: 1.1.5.2 Brief Description Create and document proposals for sales processes and sales channels, and gain approval for them Extended Description The Develop Sales & Channel Proposals processes create and document proposals for sales processes and sales channels, and gain approval for them. The processes define TM Forum 2018. All Rights Reserved.
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proposals to change existing sales processes and/or channels, or to develop new sales processes and/or channels. These processes undertake the necessary identification of the needs of products, and an analysis of the existing or proposed enterprise sales process and/or channel capabilities. Depending on the proposal a business case process may be required to gain the necessary approval. The proposals can be based on industry analysis from the Monitoring Sales & Channel Best Practice processes, on feedback of the effectiveness of existing sales channels from the Selling processes, or on specific requirements associated with the development of new or enhanced products. These processes include defining product sales targets for each channel, as well as sales and sales personnel performance indicators for each channel. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Develop New Sales Channels & Processes Process Identifier: 1.1.5.3 Brief Description Develop and implement new or adapted sales processes and/or channels to support new or enhanced products. Extended Description The Develop New Sales Channels & Processes develop and implement new or adapted sales processes and/or channels to support new or enhanced products. These processes include the development of external relationships if required to provide the necessary sales channel capability. The development and implementation may require management of the coordination and integration of existing and new sales processes and channels to ensure effective operations. These processes include the definition of commercialization manpower profile, training program development and sales methods and procedures, compensation plans, identification of product potential customers to each channel and sale method Explanatory Reserved for future use.
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Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.1.5.1 Monitor Sales & Channel Best Practice
Figure 12: 1.1.5.1 Monitor Sales & Channel Best Practice decomposition
Monitor Sales & Channel Best Practice Process Identifier: 1.1.5.1 Brief Description Ensure that the enterprise keeps abreast of sales and channel practices and capabilities in the wider environment. Extended Description The Monitor Sales & Channel Best Practice processes ensure that the enterprise keeps TM Forum 2018. All Rights Reserved.
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abreast of sales and channel practices and capabilities in the wider environment. These processes can involve externally provided research, as well as monitoring of various activities within the enterprise. These processes develop the requirements for the introduction of new sales approaches and sales channels, as well as provide requirements for enhancements to existing sales approaches and channels. This monitoring ensures that the enterprise can provide sales and channel capabilities as effectively as possible at all times. The monitoring captures issues such as compensation plans, product related sales training approaches and techniques, prospective customer identification methodologies, selling processes/methods and procedures for new products. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Develop Sales & Channel Requirements Process Identifier: 1.1.5.1.1 Brief Description These processes develop the requirements for the introduction of new sales approaches and sales channels, as well as provide requirements for enhancements to existing sales approaches and channels. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
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Monitor Sales & Channel Practices Process Identifier: 1.1.5.1.2 Brief Description These processes ensure that the enterprise can provide sales and channel capabilities as effectively as possible at all times. The monitoring captures issues such as compensation plans, product related sales training approaches and techniques, prospective customer identification methodologies, selling processes/methods and procedures for new products. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.1.5.2 Develop Sales & Channel Proposals
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Figure 13: 1.1.5.2 Develop Sales & Channel Proposals decomposition
Develop Sales & Channel Proposals Process Identifier: 1.1.5.2 Brief Description Create and document proposals for sales processes and sales channels, and gain approval for them Extended Description The Develop Sales & Channel Proposals processes create and document proposals for sales processes and sales channels, and gain approval for them. The processes define proposals to change existing sales processes and/or channels, or to develop new sales processes and/or channels. These processes undertake the necessary identification of the needs of products, and an analysis of the existing or proposed enterprise sales process and/or channel capabilities. Depending on the proposal a business case process may be required to gain the necessary approval. The proposals can be based on industry analysis from the Monitoring Sales & Channel Best Practice processes, on feedback of the effectiveness of existing sales channels from the Selling processes, or on specific requirements associated with the development of new or enhanced products. These processes include defining product sales targets for each channel, as well as sales and sales personnel performance indicators for each channel. TM Forum 2018. All Rights Reserved.
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Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Create Sales Proposals Process Identifier: 1.1.5.2.1 Brief Description These processes create and document proposals for sales processes and sales channels. The processes define proposals to change existing sales processes and/or channels, or to develop new sales processes and/or channels. These processes undertake the necessary identification of the needs of products, and an analysis of the existing or proposed enterprise sales process and/or channel capabilities. The proposals can be based on industry analysis from the Monitoring Sales & Channel Best Practice processes, on feedback of the effectiveness of existing sales channels from the Selling processes, or on specific requirements associated with the development of new or enhanced products. These processes include defining product sales targets for each channel, as well as sales and sales personnel performance indicators for each channel. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Gain Sales Proposals Approval Process Identifier: 1.1.5.2.2
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Brief Description These processes gain approval for proposals for sales processes and sales channels. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.1.5.3 Develop New Sales Channels & Processes
Figure 14: 1.1.5.3 Develop New Sales Channels & Processes decomposition
Develop New Sales Channels & Processes Process Identifier: 1.1.5.3 Brief Description Develop and implement new or adapted sales processes and/or channels to support new or enhanced products.
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Extended Description The Develop New Sales Channels & Processes develop and implement new or adapted sales processes and/or channels to support new or enhanced products. These processes include the development of external relationships if required to provide the necessary sales channel capability. The development and implementation may require management of the coordination and integration of existing and new sales processes and channels to ensure effective operations. These processes include the definition of commercialization manpower profile, training program development and sales methods and procedures, compensation plans, identification of product potential customers to each channel and sale method Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Develop External Relationships Process Identifier: 1.1.5.3.1 Brief Description These processes develop external relationships if required to provide the necessary sales channel capability. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Manage Process & Channel Coordination TM Forum 2018. All Rights Reserved.
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Process Identifier: 1.1.5.3.2 Brief Description These processes manage the coordination and integration of existing and new sales processes and channels to ensure effective operations. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Define Processes & Channels Process Identifier: 1.1.5.3.3 Brief Description These processes include the definition of commercialization manpower profile, training program development and sales methods and procedures, compensation plans, identification of product potential customers to each channel and sale method Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.1.7 Market Sales Support & Readiness TM Forum 2018. All Rights Reserved.
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Figure 15: 1.1.7 Market Sales Support & Readiness decomposition
Market Sales Support & Readiness Process Identifier: 1.1.7 Brief Description Market Sales Support & Readiness processes ensure the support capability is in place to allow the CRM Fulfillment, Assurance and Billing processes to operate effectively. Extended Description Market Sales Support & Readiness processes ensure the support capability is in place to allow the Market Sales Fulfillment, Assurance and Billing processes to operate effectively. The responsibilities of these processes include, but are not limited to: • Provision of market and sales process infrastructure;, • Policy support and decision support knowledge for sales activity and sales interactions • Management & analysis of sales campaigns (including direct and outbound calling); • Management and analysis of sales activity and sales opportunities (including funnel and prospect analysis and support); • Maintaining and managing stocks of marketing collateral to be distributed using the Marketing Fulfillment processes; • Maintaining inventories to support the sales data required by the FAB and CRM OS&R processes • Monitoring and reporting on the capabilities and costs of the individual Market FAB processes • Longer-term trend analysis on sales FAB processes in order to establish the extent to which enterprise targets for these processes are being achieved and/or the need for the processes to be modified. These processes support the operational introduction of new processes and infrastructure to support new and/or enhanced sales capability and are responsible for TM Forum 2018. All Rights Reserved.
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conducting operations readiness testing and acceptance. They develop the procedures for the specific Fulfillment, Assurance and Billing processes and keep them up to date. After successful testing, these processes accept the new or enhanced process capabilities and manage a full-scale introduction for general availability. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Support Selling Process Identifier: 1.1.7.2 Brief Description Administer and manage the operation of the various sales channels and to ensure that there is capability (for example, information, materials, systems and resources) to support the Selling processes. Extended Description The purpose of the Support Selling processes is twofold - to administer and manage the operation of the various sales channels and to ensure that there is capability (for example, information, materials, systems and resources) to support the Selling processes so that they can operate effectively. These processes monitor current selling trends, and are responsible for the optimization and/or redistribution of existing sales channel capability or for enabling new capability (people, facilities, infrastructure). These processes undertake trend analysis on selling, including problems, successes, profit and loss Support Selling processes deal with the administration of the Selling processes and the effectiveness of the channels to support new and existing products, as well as existing and potential customers. The processes ensure the effectiveness of the sales staff and channels both in terms of skill sets available, but also in terms of demand forecasting and management of utilization. These processes are also responsible for the administration and management of sales channel incentive, compensation and reward schemes, and for assessing the performance and effectiveness of sales channels. Other marketing processes, such as Manage Campaign and Product Marketing Communications & Promotion, are responsible for determining the appropriate selling route or channel, and the required selling method and mechanism for specific market segments and channels, by product or product family, e.g., face-to-face contact, TM Forum 2018. All Rights Reserved.
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telemarketing, etc. Support Selling processes are responsible for ensuring that the sales channels are capable of implementing the required selling method and have the necessary skills and capacity to support the anticipated volumes and type of product in each market segment. These processes are responsible for providing feedback on the performance and effectiveness information as required to other marketing processes. Sales Channels managed by these processes include retail storefronts, e.g. a third-party retailer or an enterprise's own storefront, various web sites or ISPs, B2B marketplaces or direct relationships with external parties, distributors for that product family, account teams, outbound calling teams, direct sales teams, etc. The Support Selling processes are responsible for the collection and administration of sales lead s and the associated probabilities, and for the distribution of leads to the appropriate sales channels. Leads are collected from many processes both customer facing processes and back-end processes. This process is responsible to ensure that processes are operating to collect leads wherever they arise, for the management of leads, and for the matching of the lead to the appropriate sales channel. These processes are responsible for distributing the lead into the appropriate sales channel. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Manage Sales Inventory Process Identifier: 1.1.7.4 Brief Description Establish, manage and administer the enterprise's inventory of 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 of the data maintained in it. Extended Description The purpose of the Manage Sales Inventory processes are twofold - establish, manage and administer the enterprise's inventory of 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 of the data maintained in it. The sales inventory maintains records of all sales, sales prospects and sales leads, sales TM Forum 2018. All Rights Reserved.
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channel activity, marketing campaign targets and performance, sales commissions and any other sales related- information, required to support both the Support Selling and the Selling processes. The sales inventory is also responsible for maintaining the association between customers and sales instances, created as a result of the Selling processes. Responsibilities of these processes include, but are not limited to: • Identifying and storing the inventory-relevant information requirements to be captured for sales processes and sales commission management ; • Identifying, establishing and maintaining sales inventory repository facilities; • Establishing and managing the sales inventory management and information capture processes; • Managing the registration and access control processes that enable processes to create, modify, update, delete and/or download sales data to and from the sales inventory; • Ensuring the sales inventory repository accurately captures and records all identified sales details, through use of automated or manual audits; • Tracking and monitoring of the usage of, and access to, the sales inventory repository and associated costs, and reporting on the findings • Identifying any technical driven shortcomings of the sales inventory repository, and providing input to Resource Development & Management processes to rectify these issues. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.1.7.7 Support Selling
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Figure 16: 1.1.7.7 Support Selling decomposition
Support Selling Process Identifier: 1.1.7.2 Brief Description Administer and manage the operation of the various sales channels and to ensure that there is capability (for example, information, materials, systems and resources) to support the Selling processes. Extended Description The purpose of the Support Selling processes is twofold - to administer and manage the operation of the various sales channels and to ensure that there is capability (for example, information, materials, systems and resources) to support the Selling processes so that they can operate effectively. These processes monitor current selling trends, and are responsible for the optimization and/or redistribution of existing sales channel capability or for enabling new capability (people, facilities, infrastructure). These processes undertake trend analysis on selling, including problems, successes, profit and loss Support Selling processes deal with the administration of the Selling processes and the effectiveness of the channels to support new and existing products, as well as existing and potential customers. The processes ensure the effectiveness of the sales staff and channels both in terms of skill sets available, but also in terms of demand forecasting and management of utilization. These processes are also responsible for the administration and management of sales channel incentive, compensation and reward schemes, and for assessing the performance and effectiveness of sales channels. Other marketing processes, such as Manage Campaign and Product Marketing Communications & Promotion, are responsible for determining the appropriate selling route or channel, and the required selling method and mechanism for specific market segments and channels, by product or product family, e.g., face-to-face contact, telemarketing, etc. Support Selling processes are responsible for ensuring that the sales channels are capable of implementing the required selling method and have the necessary skills and capacity to support the anticipated volumes and type of product in each market segment. These processes are responsible for providing feedback on the TM Forum 2018. All Rights Reserved.
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performance and effectiveness information as required to other marketing processes. Sales Channels managed by these processes include retail storefronts, e.g. a third-party retailer or an enterprise's own storefront, various web sites or ISPs, B2B marketplaces or direct relationships with external parties, distributors for that product family, account teams, outbound calling teams, direct sales teams, etc. The Support Selling processes are responsible for the collection and administration of sales lead s and the associated probabilities, and for the distribution of leads to the appropriate sales channels. Leads are collected from many processes both customer facing processes and back-end processes. This process is responsible to ensure that processes are operating to collect leads wherever they arise, for the management of leads, and for the matching of the lead to the appropriate sales channel. These processes are responsible for distributing the lead into the appropriate sales channel. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Ensure Selling Capability Process Identifier: 1.1.7.2.1 Brief Description Ensure that there is capability (for example, information, materials, systems and resources) to support the Selling processes so that they can operate effectively. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
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Manage Sales Channels Process Identifier: 1.1.7.2.2 Brief Description Optimization and/or redistribution of existing sales channel capability or for enabling new capability (people, facilities, infrastructure). administration of the Selling processes and the effectiveness of the channels to support new and existing products, as well as existing and potential customers. The processes ensure the effectiveness of the sales staff and channels both in terms of skill sets available, but also in terms of demand forecasting and management of utilization. These processes are also responsible for the administration and management of sales channel incentive, compensation and reward schemes, and for assessing the performance and effectiveness of sales channels. Other marketing processes, such as Manage Campaign and Product Marketing Communications & Promotion, are responsible for determining the appropriate selling route or channel, and the required selling method and mechanism for specific market segments and channels, by product or product family, e.g., face-to-face contact, telemarketing, etc. Support Selling processes are responsible for ensuring that the sales channels are capable of implementing the required selling method and have the necessary skills and capacity to support the anticipated volumes and type of product in each market segment. These processes are responsible for providing feedback on the performance and effectiveness information as required to other marketing processes. Sales Channels managed by these processes include retail storefronts, e.g. a third-party retailer or an enterprise's own storefront, various web sites or ISPs, B2B marketplaces or direct relationships with external parties, distributors for that product family, account teams, outbound calling teams, direct sales teams, etc. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Manage Sales Leads Process Identifier: 1.1.7.2.3
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Brief Description Collection and administration of sales lead s and the associated probabilities, and for the distribution of leads to the appropriate sales channels. Leads are collected from many processes both customer facing processes and back-end processes. This process is responsible to ensure that processes are operating to collect leads wherever they arise, for the management of leads, and for the matching of the lead to the appropriate sales channel. These processes are responsible for distributing the lead into the appropriate sales channel. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Undertake Selling Trend Analysis Process Identifier: 1.1.7.2.4 Brief Description Undertake trend analysis on selling, including problems, successes, profit and loss. Monitor current selling trends Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
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1.1.7.9 Manage Sales Inventory
Figure 17: 1.1.7.9 Manage Sales Inventory decomposition
Manage Sales Inventory Process Identifier: 1.1.7.4 Brief Description Establish, manage and administer the enterprise's inventory of 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 of the data maintained in it. Extended Description The purpose of the Manage Sales Inventory processes are twofold - establish, manage and administer the enterprise's inventory of 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 of the data maintained in it. The sales inventory maintains records of all sales, sales prospects and sales leads, sales channel activity, marketing campaign targets and performance, sales commissions and any other sales related- information, required to support both the Support Selling and the Selling processes. The sales inventory is also responsible for maintaining the association between customers and sales instances, created as a result of the Selling processes. Responsibilities of these processes include, but are not limited to: • Identifying and storing the inventory-relevant information requirements to be captured for sales processes and sales commission management ; TM Forum 2018. All Rights Reserved.
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• Identifying, establishing and maintaining sales inventory repository facilities; • Establishing and managing the sales inventory management and information capture processes; • Managing the registration and access control processes that enable processes to create, modify, update, delete and/or download sales data to and from the sales inventory; • Ensuring the sales inventory repository accurately captures and records all identified sales details, through use of automated or manual audits; • Tracking and monitoring of the usage of, and access to, the sales inventory repository and associated costs, and reporting on the findings • Identifying any technical driven shortcomings of the sales inventory repository, and providing input to Resource Development & Management processes to rectify these issues. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Identify Relevant Sales Inventory Information Process Identifier: 1.1.7.4.1 Brief Description Identifying the inventory-relevant information requirements to be captured for sales inventory Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use. TM Forum 2018. All Rights Reserved.
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Maintain Sales Inventory facilities Process Identifier: 1.1.7.4.2 Brief Description Identifying, establishing and maintaining sales inventory repository facilities; Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Manage Sales Inventory Capture Process Identifier: 1.1.7.4.3 Brief Description Establishing and managing the sales inventory management and information capture processes; Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Control Sales Inventory Access TM Forum 2018. All Rights Reserved.
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Process Identifier: 1.1.7.4.4 Brief Description Managing the registration and access control processes that enable processes to create, modify, update, delete and/or download sales data to and from the sales inventory. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Ensure Sales Inventory Data Quality Process Identifier: 1.1.7.4.5 Brief Description Ensuring the sales inventory repository accurately captures and records all identified sales details, through use of automated or manual audits. Monitoring and reporting on the quality of the data maintained in the inventory. The sales inventory maintains records of all sales, sales prospects and sales leads, sales channel activity, marketing campaign targets and performance, sales commissions and any other sales relatedinformation, required to support both the Support Selling and the Selling processes. The sales inventory is also responsible for maintaining the association between customers and sales instances, created as a result of the Selling processes. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use. TM Forum 2018. All Rights Reserved.
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Track Sales Inventory Usage Process Identifier: 1.1.7.4.6 Brief Description Tracking and monitoring of the usage of, and access to, the sales inventory repository and associated costs, and reporting on the findings Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Identify Sales Inventory Shortcomings Process Identifier: 1.1.7.4.7 Brief Description Identifying any technical driven shortcomings of the sales inventory repository, and providing input to Resource Development & Management processes to rectify these issues. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
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1.1.8 Sales Channel Management
Figure 18: 1.1.8 Sales Channel Management decomposition
Child process(es) to be determined Process Identifier: N/A Brief Description N/A Extended Description N/A Explanatory Not used for this process element. Mandatory Not used for this process element.
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Optional Not used for this process element. Interactions Not used for this process element.
Sales Channel Management Process Identifier: 1.1.8 Brief Description This process element represents part of the overall enterprise, modelled in business process terms, and can be applied (i.e. “instantiated”) with other similar process elements for application within a specific organization or domain. Extended Description Optimization and/or redistribution of existing sales channel capability or for enabling new capability (people, facilities, infrastructure). administration of the Selling processes and the effectiveness of the channels to support new and existing products, as well as existing and potential customers. The processes ensure the effectiveness of the sales staff and channels both in terms of skill sets available, but also in terms of demand forecasting and management of utilization. These processes are also responsible for the administration and management of sales channel incentive, compensation and reward schemes, and for assessing the performance and effectiveness of sales channels. Other marketing processes, such as Manage Campaign and Product Marketing Communications & Promotion, are responsible for determining the appropriate selling route or channel, and the required selling method and mechanism for specific market segments and channels, by product or product family, e.g., face-to-face contact, telemarketing, etc. Support Selling processes are responsible for ensuring that the sales channels are capable of implementing the required selling method and have the necessary skills and capacity to support the anticipated volumes and type of product in each market segment. These processes are responsible for providing feedback on the performance and effectiveness information as required to other marketing processes. Sales Channels managed by these processes include retail storefronts, e.g. a third-party retailer or an enterprise's own storefront, various web sites or ISPs, B2B marketplaces or direct relationships with external parties, distributors for that product family, account teams, outbound calling teams, direct sales teams, etc. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. TM Forum 2018. All Rights Reserved.
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Interactions Reserved for future use.
1.1.9 Selling
Figure 19: 1.1.9 Selling decomposition
Selling Process Identifier: 1.1.9 Brief Description Responsible for managing prospective customers, for qualifying and educating customers, and matching customer expectations Managing prospective parties with whom an enterprise may do business, such as potential existing or new customers and partners, for qualifying and educating them, and ensuring their expectations are met. Extended Description Selling processes are responsible for managing prospective customers, for the qualification and education of the customer and for matching customer expectations to the enterprise’s products and services and ability to deliver. These processes also manage the response to customer RFPs. Selling is responsible managing prospective parties with whom an enterprise may do business, such as potential existing or new customers and partners. Existing customers and partners may represent new selling opportunities to them as identified by the Contact/Lead/Prospect Management. Selling is responsible for qualifying and educating them, and ensuring their expectations are met. This process confirms matches of party expectations to an enterprise’s product offerings that have been made by Contact/Lead/Prospect Management are correct. The ability to deliver them is confirmed. This process also manages a response to customer requests for proposal (RFP). Any
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eventual agreement with the sales prospect is the responsibility of Party Agreement Management. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Qualify Selling Opportunity Process Identifier: 1.1.9.1 Brief Description Ensure that a sales prospect is qualified in terms of any associated risk and the amount of effort required to achieve a sale. Extended Description Qualify Selling Opportunity process ensures that a sales prospect is qualified in terms of any associated risk, and the amount of effort required, such as to prepare a response to a Request for Proposal [RFP]) to achieve a sale. The opportunity is explored with a sales prospect to ensure the offer meets a prospect’s expectations, and to ensure that the breadth of a prospect's requirements is understood. Extended interactions with a prospect may be required to achieve mutual understanding and agreement. The opportunity may require the development of alternative solutions or customization to the specific prospect’s requirements. The Qualify Opportunity process is responsible for assessing the size of the potential development and its risk. The resources, financing and potential on-going prospect commitment to the developed solution are all factors that must be assessed. This process also assesses the strategic importance of the opportunity, the potential for wider application, and the importance of the specific prospect to the enterprise. The solution alternatives must be available, such as capacity, or scheduled on a product offering roadmap. Explanatory Reserved for future use. Mandatory Reserved for future use. TM Forum 2018. All Rights Reserved.
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Optional Reserved for future use. Interactions Reserved for future use.
Develop Sales Proposal Process Identifier: 1.1.9.2 Brief Description Develop a sales proposal to respond to the customer’s requirements Develop a sales proposal to respond to a sales prospect's requirements. Extended Description The purpose of this process is to develop a sales proposal to respond to the customer’s requirements. This process commences following approval by the Qualify Customer process. The development of a sales proposal may require the selection of a standard product offering, may require the development of a non-standard offering, or may require the creation of a project team to construct an offering in response to a customer’s Request For Proposal. In all cases, the processes are responsible for ascertaining the customer’s requirements, determining the ability of the enterprise to support the customer requirements, and developing a proposal (or proposals) for the customer which meets the stated requirements. These processes assess the extent of enterprise support required to develop the sales proposal, marshal the necessary support across the enterprise and administer the sales proposal development activity to ensure that any timing constraints associated with eth customer requirements are achieved. Note that development of a non-standard sales proposal or the response to a customer’s RFP may require the development of unique solution designs. The development of unique solutions, within the context of current deployed capabilities, uses the Design Solutions process within Service Management & Operations to undertake the necessary feasibility studies. Where current capabilities are not able to support customer’s requirements, the Product & Offer Capability Delivery processes are invoked to undertake any necessary assessment and business case development. Develop Sales Proposal develops a sales proposal to respond to a sales prospect's requirements. It commences following approval by the Qualify Opportunity process if this process is applicable. The development of a sales proposal may require the selection of a standard product offering, may require the development of a nonstandard offering, or may require the creation of a project team to construct an offering in response to a sales prospect's Request For Proposal. In all cases, the processes are responsible for ascertaining a prospect's requirements, determining the ability of the enterprise to support the requirements, and developing a proposal (or proposals) which meets the stated requirements.
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This process assesses the extent of enterprise support required to develop the sales proposal, marshal the necessary support across the enterprise and administer the sales proposal development activity to ensure that any timing constraints associated with eth customer requirements are achieved. Note that development of a non-standard sales proposal or the response to a customer’s RFP may require the development of unique solution designs. The development of unique solutions, within the context of current deployed capabilities, uses the Design Solutions process within Service Management & Operations to undertake the necessary feasibility studies. Where current capabilities are not able to support customer’s requirements, the Product & Offer Capability Delivery processes are invoked to undertake any necessary assessment and business case development. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Acquire Sales Prospect Data Process Identifier: 1.1.9.3 Brief Description Capture and record all pertinent sales prospect data required for qualifying an opportunity and for the initiation, realization and deployment of the agreed sales proposal. Extended Description Acquire Sales Prospect Data captures and records all pertinent sales prospect data required for qualifying an opportunity and for the initiation, realization and deployment of the agreed sales proposal. In most standard offerings the necessary sales prospect data is often captured by Contact/Lead/Prospect Management. For non-standard and/or complex sales agreements associated, for instance, with a customer RFP, extensive customer information may be required to plan and roll-out the agreed solution. For example, a smart city may require extensive capture of details surrounding deployment of IoT devices and applications to manage them. In some cases the necessary level of precise detail may be available from Develop Sales Proposal. Where this is not the case, this process is responsible for determining the TM Forum 2018. All Rights Reserved.
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precise sales prospect information required to support the agreed sales proposal, capturing through forms, or sales prospect interviews, and so forth, the required sales prospect information, and storing the details in a form required by other processes. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Cross/Up Sell Process Identifier: 1.1.9.4 Brief Description Ensure that the value of the relationship between the customer or other party and an enterprise is maximized by selling additional, or more of the existing, product offerings. Extended Description Cross/Up Sell ensures that the value of the relationship between the customer or other party and an enterprise is maximized by selling additional, or more of the existing, product offerings. The ongoing analysis of customer or other party trends, such as usage, problems, complaints, is used to identify when the current offerings may no longer be appropriate or when the opportunity for a larger sale arises. Based on the data collected, more appropriate or other offering(s) may be recommended to the customer or other party. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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Process Identifier: 1.1.9.5 Brief Description Close the sale with terms that are understood by the customer, and are mutually agreeable to both the customer and the service provider. Close the sale with terms that are understood by the sales prospect, which now becomes a customer or some other party that make an enterprise's offerings to the market, such as a partner, and are mutually agreeable to both the customer or party and an enterprise. Extended Description The purpose of this process is to close the sale with terms that are understood by the customer, and are mutually agreeable to both the customer and the service provider. This process may involve obtaining customer agreement to standard terms and conditions. The agreement process may require interaction with the customer to ensure that the standard terms and conditions are understood by, and are acceptable to, the customer. In some cases this process may involve the development of, and negotiation with the customer of, non-standard terms and conditions associated with sales proposals specifically developed to meet specific customer requirements. For complex sales proposals associated with customer RFPs this process may extend over long time periods and require extensive interaction with customers to achieve agreement. Aspects of contract price determination may include issues of CPE prices from third party vendors, allowances based on customer location, etc. For RFPs, many of the commercial terms being sought may be developed or originated by the customer, and the negotiating team may need to develop strategies to achieve acceptable commercial outcomes. .The sale is concluded through negotiations and joint agreement on features, service levels, pricing and discounts, resulting in a sign-off formal agreement/contract between the customer and service provider. Depending upon specific circumstances, final agreement from the Service Provider’s perspective may require escalation to, and agreement from, an appropriately delegated manager. The formal agreement could include zero or more confirmed orders from the customer. These orders are then passed on as requests to allow formal Customer Orders to be generated and processed... Negotiate Sales/Contract closes the sale with terms that are understood by the sales prospect, which now becomes a customer or a some other party that make an enterprise's offerings to the market, such as a partner, and are mutually agreeable to both the customer or other party and an enterprise. This process may involve obtaining an agreement which contains standard terms and conditions. The agreement process may require interaction with the party to ensure that the standard terms and conditions are understood by, and are acceptable to, them. In some cases this process may involve the development of, and negotiation with a party of, non-standard terms and conditions associated with sales proposals specifically developed to meet specific party requirements. TM Forum 2018. All Rights Reserved.
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For complex sales proposals associated with customer RFPs this process may extend over long time periods and require extensive interaction with a customer to achieve agreement. Aspects of contract price determination may include issues of CPE prices from third party vendors, allowances based on customer location, and so forth. For RFPs, many of the commercial terms being sought may be developed or originated by a customer, and the negotiating team may need to develop strategies to achieve acceptable commercial outcomes. The sale is concluded through negotiations and joint agreement on features, service levels, pricing and discounts, resulting in a sign-off formal agreement/contract between a party and an enterprise. Depending upon specific circumstances, final agreement from an enterprise's perspective may require escalation to, and agreement from, an appropriately delegated manager. The formal agreement could include zero or more confirmed order requests from a party. These requests are then passed to other processes to allow formal party or customer orders to be generated and processed. Note that the Party Agreement Management process manages the lifecycle of the agreement, such as negotiating and approving it. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Manage Sales Accounts Process Identifier: 1.1.9.6 Brief Description Manage the sales accounts assigned to the sales channel on a day-day basis Manage the sales accounts assigned to the sales channel on a day-day basis Extended Description The purpose of the Manage Sales Accounts processes is to manage the sales accounts assigned to the sales channel and/or sales manager on a day-day basis. These processes are responsible for contacting the customers associated with each sales account on a regular basis appropriate for the type of account, to develop the appropriate TM Forum 2018. All Rights Reserved.
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relationships and contacts, to prospect for leads, to promote the enterprise’s product offerings, etc. The purpose of the Manage Sales Accounts processes is to manage the sales accounts assigned to the sales channel and/or sales manager on a day-day basis. These processes are responsible for contacting the customers associated with each sales account on a regular basis appropriate for the type of account, to develop the appropriate relationships and contacts, to prospect for leads, to promote the enterprise’s product offerings, etc. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.1.9.1 Qualify & Educate Customer
Figure 20: 1.1.9.1 Qualify & Educate Customer decomposition
Qualify Selling Opportunity Process Identifier: 1.1.9.1 Brief Description Ensure that a sales prospect is qualified in terms of any associated risk and the amount of effort required to achieve a sale.
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Extended Description Qualify Selling Opportunity process ensures that a sales prospect is qualified in terms of any associated risk, and the amount of effort required, such as to prepare a response to a Request for Proposal [RFP]) to achieve a sale. The opportunity is explored with a sales prospect to ensure the offer meets a prospect’s expectations, and to ensure that the breadth of a prospect's requirements is understood. Extended interactions with a prospect may be required to achieve mutual understanding and agreement. The opportunity may require the development of alternative solutions or customization to the specific prospect’s requirements. The Qualify Opportunity process is responsible for assessing the size of the potential development and its risk. The resources, financing and potential on-going prospect commitment to the developed solution are all factors that must be assessed. This process also assesses the strategic importance of the opportunity, the potential for wider application, and the importance of the specific prospect to the enterprise. The solution alternatives must be available, such as capacity, or scheduled on a product offering roadmap. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Define Alternative/Customized Solutions Process Identifier: 1.1.9.1.1 Brief Description Develop, as required, alternative solutions or customization to the specific customer’s requirements. This focuses on the definition of these solutions at this stage, and not the actual development of new capabilities (which may follow on) Develop, as required, alternative solutions or customization to the specific prospect’s requirements. This focuses on the definition of these solutions at this stage, and not the actual development of new capabilities (which may follow on). Extended Description Not used for this process element Not used for this process element TM Forum 2018. All Rights Reserved.
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Explanatory This focuses on the definition of these solutions at this stage, and not the actual development of new capabilities (which may follow on) Mandatory Develop, as required, alternative solutions or customization to the specific customer’s requirements. Optional Not used for this process element Interactions Not used for this process element
Assess Potential Development & Risk Process Identifier: 1.1.9.1.2 Brief Description Assess the size of the potential development and its risk. The resources, financing and potential on-going customer commitment to the developed solution are all factors that must be assessed. Assess the size of the potential development and its risk. The resources, financing and potential on-going sales prospect commitment to the developed solution are all factors that must be assessed. Extended Description Not used for this process element Not used for this process element. Explanatory The resources, financing and potential on-going customer commitment to the developed solution are all factors that must be assessed. Mandatory Assess the size of the potential development and its risk. Optional Not used for this process element Interactions Not used for this process element
Assess Strategic Impacts Process Identifier: 1.1.9.1.3
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Brief Description Assess the strategic importance of the opportunity, the potential for wider application, and the importance of the specific customer to the enterprise. The solution alternatives must be available (e.g. capacity) or scheduled on a product roadmap Assess the strategic importance of the opportunity, the potential for wider application, and the importance of the specific prospect to the enterprise. The solution alternatives must be available, such as capacity, or scheduled on a product roadmap. Extended Description Not used for this process element Not used for this process element. Explanatory The solution alternatives must be available (e.g. capacity) or scheduled on a product roadmap Mandatory Assess the strategic importance of the opportunity, the potential for wider application, and the importance of the specific customer to the enterprise. Optional Not used for this process element Interactions Not used for this process element
Ensure Sales Prospect Expectations Met Process Identifier: 1.1.9.1.4 Brief Description The opportunity is explored with a sales prospect to ensure the offer meets a prospect’s expectations, and to ensure that the breadth of a prospect's requirements is understood. Extended Description Not used for this process element. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A TM Forum 2018. All Rights Reserved.
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1.1.9.3 Acquire Sales Prospect Data
Figure 21: 1.1.9.3 Acquire Sales Prospect Data decomposition
Acquire Sales Prospect Data Process Identifier: 1.1.9.3 Brief Description Capture and record all pertinent sales prospect data required for qualifying an opportunity and for the initiation, realization and deployment of the agreed sales proposal. Extended Description Acquire Sales Prospect Data captures and records all pertinent sales prospect data required for qualifying an opportunity and for the initiation, realization and deployment of the agreed sales proposal. In most standard offerings the necessary sales prospect data is often captured by Contact/Lead/Prospect Management. For non-standard and/or complex sales agreements associated, for instance, with a customer RFP, extensive customer information may be required to plan and roll-out the agreed solution. For example, a smart city may require extensive capture of details surrounding deployment of IoT devices and applications to manage them. TM Forum 2018. All Rights Reserved.
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In some cases the necessary level of precise detail may be available from Develop Sales Proposal. Where this is not the case, this process is responsible for determining the precise sales prospect information required to support the agreed sales proposal, capturing through forms, or sales prospect interviews, and so forth, the required sales prospect information, and storing the details in a form required by other processes. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Determine Required Sales Prospect Data Process Identifier: 1.1.9.3.1 Brief Description Determine the precise customer information required to support the development of a sales proposal if not provided by the sales prospect. Extended Description Determine Required Sales Prospect Data determines the precise customer information required to support the agreed sales proposal if not provided by the sales prospect. Data is captured through forms, or sales prospect interviews, and so forth, the required sales prospect information, and storing the details in a form required by other processes. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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Process Identifier: 1.1.9.3.2 Brief Description Captures and record all pertinent sales prospect data required for qualifying an opportunity and for the initiation, realization and deployment of the agreed sales proposal. Extended Description Capture & Record Sales Prospect Data captures and records all pertinent sales prospect data required for qualifying an opportunity and for the initiation, realization and deployment of the agreed sales proposal. In most standard offerings the necessary sales prospect data is often captured by Contact/Lead/Prospect Management. For nonstandard and/or complex sales agreements associated, for instance, with a customer RFP, extensive customer information may be required to plan and roll-out the agreed solution. For example, a smart city may require extensive capture of details surrounding deployment of IoT devices and applications to manage them. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.9.4 Cross/Up Sell
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Figure 22: 1.1.9.4 Cross/Up Sell decomposition
Cross/Up Sell Process Identifier: 1.1.9.4 Brief Description Ensure that the value of the relationship between the customer or other party and an enterprise is maximized by selling additional, or more of the existing, product offerings. Extended Description Cross/Up Sell ensures that the value of the relationship between the customer or other party and an enterprise is maximized by selling additional, or more of the existing, product offerings. The ongoing analysis of customer or other party trends, such as usage, problems, complaints, is used to identify when the current offerings may no longer be appropriate or when the opportunity for a larger sale arises. Based on the data collected, more appropriate or other offering(s) may be recommended to the customer or other party. Explanatory N/A Mandatory N/A Optional N/A TM Forum 2018. All Rights Reserved.
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Interactions N/A
Analyze Customer or Other Party Trends Process Identifier: 1.1.9.4.1 Brief Description Use ongoing analysis of customer or other party trends, such as usage, problems, complaints, to identify when the current product offerings may no longer be appropriate or when the opportunity for a larger sale arises. Extended Description Analyze Customer or Other Party Trends uses ongoing analysis of customer or other party trends, such as usage, problems, complaints, to identify when the current product offerings may no longer be appropriate, or when the opportunity for a larger sale arises. The purpose is to ensure that the value of the relationship with a customer or other party is maximized by selling additional or more of the existing, product offerings. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Recommend Appropriate Product Offering(s) Process Identifier: 1.1.9.4.2 Brief Description Recommend more appropriate product offering(s) to the customer or other party based on the results of Analyze Customer or Other Party Trends. Extended Description Recommend Appropriate Product Offering(s) recommends more appropriate or other product offering(s) to the customer or other party that may be based on the results of Analyze Customer or Other Party Trends or based on known other offerings that represent an upsell. For example, a potential new partner may be offered the opportunity to have their logo TM Forum 2018. All Rights Reserved.
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and contact information added to an enterprise's application that manages an IoT device. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.9.4 Develop Sales Proposal
Figure 23: 1.1.9.4 Develop Sales Proposal decomposition
Develop Sales Proposal Process Identifier: 1.1.9.2 Brief Description Develop a sales proposal to respond to the customer’s requirements Develop a sales proposal to respond to a sales prospect's requirements. Extended Description The purpose of this process is to develop a sales proposal to respond to the customer’s requirements. This process commences following approval by the Qualify Customer process. The development of a sales proposal may require the selection of a standard TM Forum 2018. All Rights Reserved.
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product offering, may require the development of a non-standard offering, or may require the creation of a project team to construct an offering in response to a customer’s Request For Proposal. In all cases, the processes are responsible for ascertaining the customer’s requirements, determining the ability of the enterprise to support the customer requirements, and developing a proposal (or proposals) for the customer which meets the stated requirements. These processes assess the extent of enterprise support required to develop the sales proposal, marshal the necessary support across the enterprise and administer the sales proposal development activity to ensure that any timing constraints associated with eth customer requirements are achieved. Note that development of a non-standard sales proposal or the response to a customer’s RFP may require the development of unique solution designs. The development of unique solutions, within the context of current deployed capabilities, uses the Design Solutions process within Service Management & Operations to undertake the necessary feasibility studies. Where current capabilities are not able to support customer’s requirements, the Product & Offer Capability Delivery processes are invoked to undertake any necessary assessment and business case development. Develop Sales Proposal develops a sales proposal to respond to a sales prospect's requirements. It commences following approval by the Qualify Opportunity process if this process is applicable. The development of a sales proposal may require the selection of a standard product offering, may require the development of a nonstandard offering, or may require the creation of a project team to construct an offering in response to a sales prospect's Request For Proposal. In all cases, the processes are responsible for ascertaining a prospect's requirements, determining the ability of the enterprise to support the requirements, and developing a proposal (or proposals) which meets the stated requirements. This process assesses the extent of enterprise support required to develop the sales proposal, marshal the necessary support across the enterprise and administer the sales proposal development activity to ensure that any timing constraints associated with eth customer requirements are achieved. Note that development of a non-standard sales proposal or the response to a customer’s RFP may require the development of unique solution designs. The development of unique solutions, within the context of current deployed capabilities, uses the Design Solutions process within Service Management & Operations to undertake the necessary feasibility studies. Where current capabilities are not able to support customer’s requirements, the Product & Offer Capability Delivery processes are invoked to undertake any necessary assessment and business case development. Explanatory Reserved for future use. Mandatory Reserved for future use. TM Forum 2018. All Rights Reserved.
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Optional Reserved for future use. Interactions Reserved for future use.
Ascertain Sales Prospect Requirements Process Identifier: 1.1.9.2.1 Brief Description Ascertain a sales prospect’s requirements. This process commences following approval by the Qualify Opportunity process. Extended Description Ascertain Sales Prospect Requirements ascertains a sales prospect’s requirements. This process commences following approval by the Qualify Opportunity process. The development of a sales proposal may require the selection of a standard product offering, may require the development of a non-standard offering, or may require the creation of a project team to construct an offering in response to a customer’s Request For Proposal. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Determine Support for Sales Prospect Requirements Process Identifier: 1.1.9.2.2 Brief Description Determine the ability of the enterprise to support a sales prospect's requirements. Extended Description Determine Support for Sales Prospect Requirements determines the ability of the enterprise to support a sales prospect's requirements. These processes assess the extent of enterprise support required to develop the sales proposal, marshal the necessary support across the enterprise and administer the sales proposal development
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activity to ensure that any timing constraints associated with the prospect's requirements are achieved. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Develop Proposal against Sales Prospect Requirements Process Identifier: 1.1.9.2.3 Brief Description Develop a proposal (or proposals) for a sales prospect which meets the stated requirements. Extended Description Develop Proposal against Sales Prospect Requirements develops a proposal (or proposals) for a sales prospect which meets the stated requirements. The development of a sales proposal may require the selection of a standard product offering, may require the development of a non-standard offering, or may require the creation of a project team to construct an offering in response to a customer’s Request For Proposal. Note that development of a non-standard sales proposal or the response to a customer’s RFP may require the development of unique solution designs. The development of unique solutions, within the context of current deployed capabilities, may require the development of new product offerings to be considered along with supporting infrastructure. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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1.1.9.5 Negotiate Sales/Contract
Figure 24: 1.1.9.5 Negotiate Sales/Contract decomposition
Negotiate Sales/Contract Process Identifier: 1.1.9.5 Brief Description Close the sale with terms that are understood by the customer, and are mutually agreeable to both the customer and the service provider. Close the sale with terms that are understood by the sales prospect, which now becomes a customer or some other party that make an enterprise's offerings to the market, such as a partner, and are mutually agreeable to both the customer or party and an enterprise. Extended Description The purpose of this process is to close the sale with terms that are understood by the customer, and are mutually agreeable to both the customer and the service provider. This process may involve obtaining customer agreement to standard terms and conditions. The agreement process may require interaction with the customer to ensure that the standard terms and conditions are understood by, and are acceptable to, the customer. In some cases this process may involve the development of, and negotiation with the TM Forum 2018. All Rights Reserved.
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customer of, non-standard terms and conditions associated with sales proposals specifically developed to meet specific customer requirements. For complex sales proposals associated with customer RFPs this process may extend over long time periods and require extensive interaction with customers to achieve agreement. Aspects of contract price determination may include issues of CPE prices from third party vendors, allowances based on customer location, etc. For RFPs, many of the commercial terms being sought may be developed or originated by the customer, and the negotiating team may need to develop strategies to achieve acceptable commercial outcomes. .The sale is concluded through negotiations and joint agreement on features, service levels, pricing and discounts, resulting in a sign-off formal agreement/contract between the customer and service provider. Depending upon specific circumstances, final agreement from the Service Provider’s perspective may require escalation to, and agreement from, an appropriately delegated manager. The formal agreement could include zero or more confirmed orders from the customer. These orders are then passed on as requests to allow formal Customer Orders to be generated and processed... Negotiate Sales/Contract closes the sale with terms that are understood by the sales prospect, which now becomes a customer or a some other party that make an enterprise's offerings to the market, such as a partner, and are mutually agreeable to both the customer or other party and an enterprise. This process may involve obtaining an agreement which contains standard terms and conditions. The agreement process may require interaction with the party to ensure that the standard terms and conditions are understood by, and are acceptable to, them. In some cases this process may involve the development of, and negotiation with a party of, non-standard terms and conditions associated with sales proposals specifically developed to meet specific party requirements. For complex sales proposals associated with customer RFPs this process may extend over long time periods and require extensive interaction with a customer to achieve agreement. Aspects of contract price determination may include issues of CPE prices from third party vendors, allowances based on customer location, and so forth. For RFPs, many of the commercial terms being sought may be developed or originated by a customer, and the negotiating team may need to develop strategies to achieve acceptable commercial outcomes. The sale is concluded through negotiations and joint agreement on features, service levels, pricing and discounts, resulting in a sign-off formal agreement/contract between a party and an enterprise. Depending upon specific circumstances, final agreement from an enterprise's perspective may require escalation to, and agreement from, an appropriately delegated manager. The formal agreement could include zero or more confirmed order requests from a party. These requests are then passed to other processes to allow formal party or customer orders to be generated and processed. TM Forum 2018. All Rights Reserved.
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Note that the Party Agreement Management process manages the lifecycle of the agreement, such as negotiating and approving it. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Manage Sales Agreement Process Identifier: 1.1.9.5.1 Brief Description Party Agreement Management manages the lifecycle of the agreement, such as negotiating and approving it. Extended Description Not used for this process element. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Create Customer or Party Order Request Process Identifier: 1.1.9.5.2 Brief Description Create a standard and/or non-standard order request (in ITIL, "RFCs") for handover to be fulfilled.
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Extended Description Create Customer or Party Order Request creates a standard and/or non-standard order request (in ITIL, "RFCs") for handover to be fulfilled. The request is passed to other processes to allow formal party or customer orders to be generated and processed or to allow the purchase of one or more product offerings. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.9.6 Manage Sales Accounts
Figure 25: 1.1.9.6 Manage Sales Accounts decomposition
Manage Sales Accounts Process Identifier: 1.1.9.6
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Brief Description Manage the sales accounts assigned to the sales channel on a day-day basis Manage the sales accounts assigned to the sales channel on a day-day basis Extended Description The purpose of the Manage Sales Accounts processes is to manage the sales accounts assigned to the sales channel and/or sales manager on a day-day basis. These processes are responsible for contacting the customers associated with each sales account on a regular basis appropriate for the type of account, to develop the appropriate relationships and contacts, to prospect for leads, to promote the enterprise’s product offerings, etc. The purpose of the Manage Sales Accounts processes is to manage the sales accounts assigned to the sales channel and/or sales manager on a day-day basis. These processes are responsible for contacting the customers associated with each sales account on a regular basis appropriate for the type of account, to develop the appropriate relationships and contacts, to prospect for leads, to promote the enterprise’s product offerings, etc. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Contact Customer or Other Party (on regular basis) Process Identifier: 1.1.9.6.1 Brief Description Contact a customer or another party who offers an enterprise's product offerings associated with each sales account on a regular basis appropriate for the type of account. The purpose is to manage the sales accounts assigned to the sales channel and/or sales manager on a day-day basis. Extended Description Not used for this process element Explanatory N/A Mandatory N/A TM Forum 2018. All Rights Reserved.
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Optional N/A Interactions N/A
Update Sales Repository Process Identifier: 1.1.9.6.2 Brief Description Responsible for managing and updating sales repository / inventory Responsible for managing and updating sales repository / inventory. Extended Description Not used for this process element Not used for this process element Explanatory This process is responsible for getting customer configuration information and KPIs. This process will also update selling information into repository Mandatory Manage and update sales repository Optional Reserved for future use. Interactions This process will interact with ITIL and non-ITIL application for getting and updating sale configurations.
1.1.11 Contact/Lead/Prospect Management
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Figure 26: 1.1.11 Contact/Lead/Prospect Management decomposition
Contact/Lead/Prospect Management Process Identifier: 1.1.11 Brief Description Develop the appropriate relationships with contacts, leads, and prospects with the intent to convert them to consumers, such as customers, or providers, such as partners, of an enterprise's offerings. Extended Description Contact/Lead/Prospect Management develops the appropriate relationships with contacts, leads, and prospects with the intent to convert them to consumers, such as customers, or providers, such as partners, of an enterprise's offerings. Traditionally this process focuses on a future/existing customer perspective. However, these processes, particularly in today’s digital ecosystem, also do, or should, focus on these from a party, such as a partner, who may offer an enterprise’s offerings to the market and acquire them in some form, either by on-boarding the enterprise’s offerings and fulfilling orders for them directly, or offering them and passing orders on to the enterprise. These parties who represent “consumers” of an enterprise’s offerings and “providers” of enterprise’s offerings move through a similar contact/lead/prospect lifecycle and are targets for an enterprise’s selling process. The parties may be those with whom the business already has a relationship, but represent possible new selling opportunities for an enterprise. This process interacts with the Party Relationship Development & Retirement process to collect data about a party.
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Note: There is no strict rule that a party has to move from contact to lead to prospect and then to the Selling process. A contact could become a prospect. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Manage Sales Contact Process Identifier: 1.1.11.1 Brief Description Manage all sales contacts between potential or existing parties and the enterprise. Extended Description Manage Sales Contact manages all contacts between potential or existing parties and the enterprise. It deals with the creation of a contact, its development and updates to it. This process interacts with Customer Interaction Management and Party Interaction Management to manage the contact once an Market/Sales related interaction is initiated by a party. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Manage Sales Lead Process Identifier: 1.1.11.2
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Brief Description Collect and administer a sales lead and the associated probabilities of the lead becoming a prospect. Extended Description Manage Sales Lead collects and administers a sales lead and the associated probabilities of the lead becoming a prospect. A leads is collected from many processes, both customer/party facing processes and back-end processes. This process is responsible to ensure that processes are operating to collect a lead wherever they arise. A sales lead is identified and evaluated. Other processes are notified, such as Manage Sales Prospect, or Customer or Party Interaction Management, for further action. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Manage Sales Prospect Process Identifier: 1.1.11.3 Brief Description Match a sales prospect with the most appropriate products and ensure that a prospect is handled appropriately. Extended Description Manage Sales Prospect matches a sales prospect with the most appropriate products and ensure that a prospect is handled appropriately. A prospect represents a “pipeline” of potential sales, each of which is expressed in terms of the probability of successful sales closure and an estimate of the total attainable revenue. The needs of a sales prospect are analyzed. Based on these needs, potential solutions are identified from an enterprise’s product catalog. The lifecycle of a prospect is tracked, and the outcome (win or loss) for a prospect is reported. A prospect is also assigned to the appropriate sales channel. Explanatory N/A
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Mandatory N/A Optional N/A Interactions N/A
1.1.11.1 Manage Sales Contact
Figure 27: 1.1.11.1 Manage Sales Contact decomposition
Manage Sales Contact Process Identifier: 1.1.11.1 Brief Description Manage all sales contacts between potential or existing parties and the enterprise. Extended Description Manage Sales Contact manages all contacts between potential or existing parties and the enterprise. It deals with the creation of a contact, its development and updates to it.
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This process interacts with Customer Interaction Management and Party Interaction Management to manage the contact once an Market/Sales related interaction is initiated by a party. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Create Sales Contact Process Identifier: 1.1.11.1.1 Brief Description Create a sales related contact that has been initiated by an interaction with a party. Extended Description Create Sales Contact creates a sales related contact that has been initiated by an interaction with a party. For example, an individual from an existing customer may make contact with an enterprise to express an interest expanding the customer's relationship with the enterprise; a potential partner may make contact with an enterprise based on viewing an enterprise's web site that has advertised for new partners who are interested marketing the enterprise's offerings; or an enterprise may assemble a list of contacts to whom marketing communications are to be sent. Information about the contacting party is collected via an interaction with the Party Relationship & Development process. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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Develop Sales Contact Process Identifier: 1.1.11.1.2 Brief Description Initiate interaction with a sales contact, record additional information about the contact, and make updates a contact's information. Extended Description Develop Sales Contact initiates contact with a party to acknowledge their interest via the Customer or Party Interaction Management process. It records more party information about a contact, such as offerings that are of interest, and updates any information about a contact based on interaction(s) with them. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.11.1.2 Develop Sales Contact
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1 Figure 28: 1.1.11.1.2 Develop Sales Contact decomposition
Develop Sales Contact Process Identifier: 1.1.11.1.2 Brief Description Initiate interaction with a sales contact, record additional information about the contact, and make updates a contact's information. Extended Description Develop Sales Contact initiates contact with a party to acknowledge their interest via the Customer or Party Interaction Management process. It records more party information about a contact, such as offerings that are of interest, and updates any information about a contact based on interaction(s) with them. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Initiate Interaction With Sales Contact Process Identifier: 1.1.11.1.2.1 Brief Description Initiate contact with a party to acknowledge their interest via the Customer or Party Interaction Management process. Extended Description Initiate Interaction With Sales Contact initiates contact with a party to acknowledge their interest via the Customer or Party Interaction Management process. This process may be repeated based on the response to the interaction that is provided to the Record Additional Sales Contact Information process. Explanatory N/A Mandatory N/A Optional N/A TM Forum 2018. All Rights Reserved.
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Interactions N/A
Record Additional Sales Contact Information Process Identifier: 1.1.11.1.2.2 Brief Description Record more party information about a contact, such as offerings that are of interest. Extended Description Record Additional Sales Contact Information records more party information about a contact, such as offerings that are of interest based on the interaction with the party. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Analyze Sales Contact Interaction Process Identifier: 1.1.11.1.2.3 Brief Description Analyze the results of the interaction with a contact to determine if they should be turned over to Manage Lead or to the Manage Prospect process. Extended Description Analyze Sales Contact Interaction determines if a contact should be turned over to Manage Sales Lead or to the Manage Sales Prospect process. If not, then the contact's status is changed to reflect this, such as no longer of interest (to the enterprise) or inactive. Explanatory N/A Mandatory N/A Optional N/A TM Forum 2018. All Rights Reserved.
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Interactions N/A
1.1.11.2 Manage Sales Lead
Figure 29: 1.1.11.2 Manage Sales Lead decomposition
Manage Sales Lead Process Identifier: 1.1.11.2 Brief Description Collect and administer a sales lead and the associated probabilities of the lead becoming a prospect. Extended Description Manage Sales Lead collects and administers a sales lead and the associated probabilities of the lead becoming a prospect. A leads is collected from many processes, both customer/party facing processes and back-end processes. This process is responsible to ensure that processes are operating to collect a lead wherever they arise. A sales lead is identified and evaluated. Other processes are notified, such as Manage Sales Prospect, or Customer or Party Interaction Management, for further action. Explanatory N/A Mandatory N/A TM Forum 2018. All Rights Reserved.
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Optional N/A Interactions N/A
Identify Sales Lead Process Identifier: 1.1.11.2.1 Brief Description Identify a sales lead following on from marketing campaign advertising, or one that arises otherwise in the course of business and collected here. Extended Description Identify Sales Lead identifies a sales lead following on from marketing campaign advertising, or one that arises otherwise in the course of business and collected here. A sales lead, rather than a contact, may be identified as the target for a marketing communication, such as one that invites a party to initiate contact with an enterprise about one or more product offerings and provides a personal invitation number with the communication. Information about the contacting sales lead is collected via an interaction with the Party Relationship & Development process. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Develop Sales Lead Process Identifier: 1.1.11.2.2 Brief Description Initiate interaction with a sales lead, record additional information about a lead, and makes updates to a lead's information.
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Extended Description Develop Sales Lead initiates contact with a sales lead to acknowledge their interest via the Customer or Party Interaction Management process. It records more party information about a sales lead, such as offerings that are of interest, and updates any information about a lead based on interaction(s) with them. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Evaluate Sales Lead Process Identifier: 1.1.11.2.3 Brief Description Evaluate a sales lead and notify any other processes, such as Manage Sales Prospect, that a lead exists for further action. Extended Description Evaluate Sales Lead evaluates a sales lead and notifies other processes, such as Manage Sales Prospect, that a lead exists for further action. If a lead is not turned over to another process, then the lead's status is changed to reflect this, such as no longer of interest (to the enterprise) or inactive. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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Figure 30: 1.1.11.2.2 Develop Sales Lead decomposition
Record Additional Sales Lead Information Process Identifier: 1.1.11.1.2.2 Brief Description Record more party information about a sales lead, such as offerings that are of interest. Extended Description Record Additional Sales Lead Information records more party information about the sales lead, such as offerings that are of interest based on the interaction with the lead. If a marketing communication included product offering information this process may also confirm interest in it and/or record additional offerings for which the sales lead is interested. Explanatory N/A Mandatory N/A
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Optional N/A Interactions N/A
Develop Sales Lead Process Identifier: 1.1.11.2.2 Brief Description Initiate interaction with a sales lead, record additional information about a lead, and makes updates to a lead's information. Extended Description Develop Sales Lead initiates contact with a sales lead to acknowledge their interest via the Customer or Party Interaction Management process. It records more party information about a sales lead, such as offerings that are of interest, and updates any information about a lead based on interaction(s) with them. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Initiate Interaction With Sales Lead Process Identifier: 1.1.11.2.2.1 Brief Description Initiate contact with a sales lead to acknowledge their interest via the Customer or Party Interaction Management process. Extended Description Initiate Interaction With Sales Lead initiates contact with a sales lead to acknowledge their interest via the Customer or Party Interaction Management process. This process may be repeated based on the response to the interaction that is provided to the Record Additional Sales Lead Information process.
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Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.11.3 Manage Sales Prospect
Figure 31: 1.1.11.3 Manage Sales Prospect decomposition
Manage Sales Prospect Process Identifier: 1.1.11.3 Brief Description Match a sales prospect with the most appropriate products and ensure that a prospect is handled appropriately. Extended Description Manage Sales Prospect matches a sales prospect with the most appropriate products and ensure that a prospect is handled appropriately. A prospect represents a “pipeline” of potential sales, each of which is expressed in terms of the probability of successful sales closure and an estimate of the total attainable revenue.
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The needs of a sales prospect are analyzed. Based on these needs, potential solutions are identified from an enterprise’s product catalog. The lifecycle of a prospect is tracked, and the outcome (win or loss) for a prospect is reported. A prospect is also assigned to the appropriate sales channel. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Identify Sales Prospect Process Identifier: 1.1.11.3.1 Brief Description Create a sales prospect based on input from other processes, such as Analyze Sales Contact Interaction or Evaluate Sales Lead. Assign a prospect to the appropriate sales channel. Extended Description Identify Sales Prospect creates a sales prospect based on input from other processes, such as Analyze Sales Contact Interaction or Evaluate Sales Lead. Assign a prospect to the appropriate sales channel. A sales prospect is considered to be a qualified sales lead or qualified sales contact. Qualification is dependent on an enterprise's criteria. Criteria may be that the prospect has the money, the authority, and the need to acquire an enterprise's offering(s). And, that the acquisition fits within an enterprise's timeline guidelines for the acquisition; for example, acquisition will be made within the next month, two months, and so forth. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A TM Forum 2018. All Rights Reserved.
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Develop Sales Prospect Process Identifier: 1.1.11.3.2 Brief Description Initiate interaction with a sales prospect, analyzes a prospect's needs and identifies potential solutions for them. Extended Description Develop Sales Prospect initiates contact with a sales prospect to acknowledge their interest via the Customer or Party Interaction Management process. It also analyzes a prospect's needs and identifies one or more potential product offerings for them. Offerings may expand or change any suggested product offerings that have already been provided to them. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Evaluate Sales Prospect Process Identifier: 1.1.11.3.3 Brief Description Track the lifecycle of a sales prospect and record/report the outcome (win or loss) for a prospect. Extended Description Evaluate Sales Prospect tracks the lifecycle of a sales prospect and records/reports the outcome (win or loss) for a prospect. A prospect represents a “pipeline” of potential sales, each of which is expressed in terms of the probability of successful sales closure and an estimate of the total attainable revenue. The evaluation is also based on the interactions with the sales prospect. Explanatory N/A Mandatory N/A TM Forum 2018. All Rights Reserved.
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Optional N/A Interactions N/A
1.1.11.3.2 Develop Sales Prospect
Figure 32: 1.1.11.3.2 Develop Sales Prospect decomposition
Develop Sales Prospect Process Identifier: 1.1.11.3.2 Brief Description Initiate interaction with a sales prospect, analyzes a prospect's needs and identifies potential solutions for them. Extended Description Develop Sales Prospect initiates contact with a sales prospect to acknowledge their interest via the Customer or Party Interaction Management process. It also analyzes a prospect's needs and identifies one or more potential product offerings for them. Offerings may expand or change any suggested product offerings that have already been provided to them. Explanatory N/A TM Forum 2018. All Rights Reserved.
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Mandatory N/A Optional N/A Interactions N/A
Initiate Interaction With Sales Prospect Process Identifier: 1.1.11.3.2.1 Brief Description Initiate contact with a sales lead to acknowledge their interest via the Customer or Party Interaction Management process. Extended Description Initiate Interaction With Sales Prospect initiates contact with a sales prospect to acknowledge their interest via the Customer or Party Interaction Management process. This process may be repeated based on the response to the interaction that is provided to the Gather Sales Prospect Needs and based on the results of Analyze Sales Prospect Needs and Identify Sales Prospect Potential Solutions processes. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Gather Sales Prospect Needs Process Identifier: 1.1.11.3.2.2 Brief Description Collect needs from a sales prospect in addition to one or more product offerings that may have already been expressed as of interest to a prospect or recommended to a prospect. Extended Description Gather Sales Prospect Needs collect needs from a sales prospect in addition to one or TM Forum 2018. All Rights Reserved.
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more product offerings that may have already been expressed as of interest to a prospect or recommended to a prospect. The needs are collected via the Party or Customer Interaction Management processes that is triggered by Initiate Interaction With Sales Prospect. For example, a marketing communication sent to a sales prospect may have suggested one or more product offerings; a potential partner may have expressed interest in marketing one or more of an enterprise's offerings. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Analyze Sales Prospect Needs Process Identifier: 1.1.11.3.2.3 Brief Description Analyze the needs of a sales prospect to identify one or more potential product offerings to recommend to a prospect. Extended Description Analyze Sales Prospect Needs analyzes the needs of a sales prospect. Based on the analysis of a prospect's needs, one or more potential product offerings are identified from an enterprise's product catalog to recommend to a prospect. The product offerings may be in addition or different than the offerings in which a prospect expressed interest. For example the offering or offerings may represent upselling/cross selling; it may be that a customized offering is needed. If this is the case then the solution is further analyzed by the Selling process. Initiate Interaction With Sales Prospect triggers an interaction with a party to communicate the suggested offering(s) to a party. Explanatory N/A Mandatory N/A TM Forum 2018. All Rights Reserved.
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Optional N/A Interactions N/A
1.1.12 Market Performance Management
Figure 33: 1.1.12 Market Performance Management decomposition
Child process(es) to be determined Process Identifier: N/A Brief Description N/A Extended Description N/A TM Forum 2018. All Rights Reserved.
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Explanatory Not used for this process element. Mandatory Not used for this process element. Optional Not used for this process element. Interactions Not used for this process element.
Market Performance Management Process Identifier: 1.1.12 Brief Description Not Used for this element Extended Description Market Performance Involves managing, tracking, monitoring, analyzing, improving and reporting on the performance of market key performance indicators Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.1.13 Sales Performance Management
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Figure 34: 1.1.13 Sales Performance Management decomposition
Sales Performance Management Process Identifier: 1.1.13 Brief Description Not Used for this element Extended Description Sales Performance Management managing, tracking, monitoring, analyzing, improving and reporting on the performance of specific sales key performance indicators that can be defined for certain levels, such as sales channels, organizations, and so forth. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Set Sales Performance Goals Process Identifier: 1.1.13.1 Brief Description Set sales performance goals with input from sales strategy and sales forecasts Extended Description Set sales performance goals with input from sales strategy and sales forecasts, ensuring that sales staff understand clearly expectations of them. Will set out how performance links to compensation as defined by the Sales Chanel Management. Need to address thresholds, consider refer here to the generic metrics that were added in 15.0 TM Forum 2018. All Rights Reserved.
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Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Track/Monitor Sales Performance Process Identifier: 1.1.13.2 Brief Description Track/Monitor sales performance for efficiency and effectiveness. Extended Description Track/Monitor sales performance for efficiency and effectiveness. How are sales going against Sale Performance Goals? Automated sales analytics useful here! Regular reviews are essential Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Analyze Sales Performance Process Identifier: 1.1.13.3 Brief Description Analyze sales performance against forecasts and strategy Extended Description Analyze sales performance against forecasts, strategy, measured by e.g. sales revenue, sales growth, sales quotas, new accounts won, upselling and cross selling, referrals, win/loss ratios, client retention, customer complaints/customer satisfaction. consider
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describing action that happens if threshold is not met, refer here to the generic metrics that were added in 15.0 Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Report On Sales Performance Process Identifier: 1.1.13.4 Brief Description Report on sales performance at group and individual level Extended Description Report on sales performance at group and individual level preferably using automated dashboards extracting sales analytics. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Improve Sales Performance Process Identifier: 1.1.13.5 Brief Description Improve sales performance by identifying what worked and what didn't, feeding into training (individual, group), recruiting and compensation. Extended Description Improve sales performance by identifying what worked and what didn't, feeding into TM Forum 2018. All Rights Reserved.
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training (individual, group), recruiting and compensation. Includes best practice identification and replication. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.14 Marketing Communications
Figure 35: 1.1.14 Marketing Communications decomposition
Marketing Communications Process Identifier: 1.1.14 Brief Description Develop and manage communications to the market, prospective and existing customers. Communications involve both the message and the media. Develop a message and manage its delivery. Also develop and manage interfaces with press/news and manage an editorial calendar to plan placements. Extended Description Marketing Communications deals with overall communication to customers and markets. It develops and manages communications to the market, prospective and existing customers. Communications involves both the message and the media. It develops a message and manages its delivery through a bill insert, phone communication with customers, a web advertisement, social media, or any other appropriate mechanism. It also develops and manages interfaces with press/news, for example schedules press interviews, and manages an editorial calendar to plan placements, and so forth.
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It supports general marketing communications as well as those related to specific product offerings and marketing campaigns. As such it interacts with the Marketing Campaign Management and Product Promotion Development processes. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Define Marketing Communications Strategy Process Identifier: 1.1.14.1 Brief Description Define the specific communications strategy to be used for positioning the enterprise in the marketplace, including its relationship to competitors. Extended Description The Define Marketing Communication Strategy defines the specific communications strategy to be used for positioning the enterprise in the marketplace, including its relationship to competitors. Establish Market Strategy defines the overall umbrella, and this process operates within that umbrella to target the messages for the enterprise in general, specific product offerings, and marketing campaigns. It defines a set of arguments and information needed for creating and developing specific communications. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Ensure Marketing Communication Capability TM Forum 2018. All Rights Reserved.
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Process Identifier: 1.1.14.2 Brief Description Ensure that there is capability (for example, information, materials, systems and resources) so that a marketing communication can be delivered. Monitor planned communications and redistribute existing capability or enable new capability (people, facilities, infrastructure). Extended Description Not used for this process element Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Develop Marketing Communication Process Identifier: 1.1.14.3 Brief Description Manage all activities and stakeholder engagement to develop and agree on a marketing communication message and the selection of the appropriate channel or channels to deliver a message, as well as production of the communication. Extended Description Develop Marketing Communication manages all activities and stakeholder engagement to develop and agree on a communication message and the selection of appropriate channel or channels to support delivery of a marketing message. It also is responsible for producing the marketing communication and any necessary customizations of it, such as language specific version of the communication. Explanatory N/A Mandatory N/A Optional N/A
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Interactions N/A
Deliver Marketing Communication Collateral Process Identifier: 1.1.14.4 Brief Description Manage and co-ordinate the delivery of a marketing communication to the selected channels. Extended Description Deliver Marketing Communication manages and co-ordinates the delivery of the communications to the selected channels. It ensures that the channels (owned and/or contracted) are adequately trained and/or informed to manage the message and/or campaign delivery, and that sufficient resources are available in the selected channel(s) to support the delivery. Note that the actual contractual relationship with the supplier may be established by interacting with Engaged Party domain processes, such as Party Sourcing Management and Party Agreement Management. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Monitor Marketing Communication Effectiveness Process Identifier: 1.1.14.5 Brief Description Establish metrics, monitor metrics, and analyze metrics to gauge the effectiveness of marketing communications. Extended Description Monitor Marketing Communication Effectiveness establishes metrics, monitors metrics, and analyzes metrics to gauge the effectiveness of a marketing communication. Based on analysis these processes feedback suggested changes to re-enforce the message or to adapt the message to become more effective. TM Forum 2018. All Rights Reserved.
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Note that this process' sub-processes reuse a generalized set of metric processes to develop, gather, and analyze (to some degree) marketing communication metrics. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Modify Marketing Communication Process Identifier: 1.1.14.6 Brief Description Modify a marketing communication to improve its effectiveness based on metric analysis or based on feedback from recipients or stakeholders. Extended Description Not used for this process element Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Archive Marketing Communication Process Identifier: 1.1.14.7 Brief Description Archive a marketing communication when its useful life is reached. Extended Description Not used for this process element TM Forum 2018. All Rights Reserved.
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Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Undertake Marketing Communications Trend Analysis Process Identifier: 1.1.14.8 Brief Description Undertake trend analysis on marketing communications including the identification of problems occurring with them. Extended Description Not used for this process element Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.14.3 Develop Marketing Communication
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Figure 36: 1.1.14.3 Develop Marketing Communication decomposition
Develop Marketing Communication Process Identifier: 1.1.14.3 Brief Description Manage all activities and stakeholder engagement to develop and agree on a marketing communication message and the selection of the appropriate channel or channels to deliver a message, as well as production of the communication. Extended Description Develop Marketing Communication manages all activities and stakeholder engagement to develop and agree on a communication message and the selection of appropriate channel or channels to support delivery of a marketing message. It also is responsible for producing the marketing communication and any necessary customizations of it, such as language specific version of the communication. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Develop Marketing Communication Message Process Identifier: 1.1.14.3.1 Brief Description Develop and agree on a marketing communication message. TM Forum 2018. All Rights Reserved.
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Extended Description Develop Marketing Communication Message develops, including agreement of, a specific communication message, such as a general enterprise, marketing campaign or promotion message. Any particular message may require the coordination of multiple stakeholders to develop and agree a specific message. These stakeholders could include media management, all impacted product managers, brand management, marketing management, owners of the potential channels, and so forth. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Select Marketing Communication Delivery Channels Process Identifier: 1.1.14.3.2 Brief Description Select the appropriate channel or channels to support delivery of a marketing communication message. Extended Description Select Marketing Communication Delivery Channels selects the appropriate channel or channels to support delivery of a marketing message associated with a communication. A particular product offering or marketing campaign may require selection of one or several delivery channels. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Produce Marketing Communication Collateral TM Forum 2018. All Rights Reserved.
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Process Identifier: 1.1.14.3.3 Brief Description Produce marketing communication collateral. Collateral could include production of pamphlets, trade displays, call center scripts, social media messages, and so forth. Extended Description Not used for this process element Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Customize Marketing Communication Collateral Process Identifier: 1.1.14.3.4 Brief Description Customize a marketing communication for individual regions, or customer groups, and so forth. Extended Description Not used for this process element Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.14.4 Deliver Marketing Communication Collateral TM Forum 2018. All Rights Reserved.
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Figure 37: 1.1.14.4 Deliver Marketing Communication Collateral decomposition
Deliver Marketing Communication Collateral Process Identifier: 1.1.14.4 Brief Description Manage and co-ordinate the delivery of a marketing communication to the selected channels. Extended Description Deliver Marketing Communication manages and co-ordinates the delivery of the communications to the selected channels. It ensures that the channels (owned and/or contracted) are adequately trained and/or informed to manage the message and/or campaign delivery, and that sufficient resources are available in the selected channel(s) to support the delivery. Note that the actual contractual relationship with the supplier may be established by interacting with Engaged Party domain processes, such as Party Sourcing Management and Party Agreement Management. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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Manage Marketing Communication Channel Capability Process Identifier: 1.1.14.4.1 Brief Description Ensure that the channels (owned and/or contracted) are adequately trained and/or informed to manage the delivery of a marketing communication. Extended Description Not used for this process element Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Manage Marketing Communication Channel Resources Process Identifier: 1.1.14.4.2 Brief Description Ensure that sufficient resources are available in the selected channel(s) to support a marketing communication delivery. Extended Description Not used for this process element Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Issue Marketing Communication TM Forum 2018. All Rights Reserved.
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Process Identifier: 1.1.14.4.3 Brief Description Issue and distribute marketing collateral to the market. Extended Description Issue Marketing Communication issues (distributes) a marketing communication to the market. This can involve mailshots, leafleting and displays at events, inserts in newspapers, television, social media, and other media advertising and magazines, voice and text messaging to individuals, and so forth. Direct marketing and sales through web stores, in-store franchises, and so forth, are also included. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.14.5 Monitor Marketing Communication Effectiveness
Figure 38: 1.1.14.5 Monitor Marketing Communication Effectiveness decomposition
Monitor Marketing Communication Effectiveness Process Identifier: 1.1.14.5
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Brief Description Establish metrics, monitor metrics, and analyze metrics to gauge the effectiveness of marketing communications. Extended Description Monitor Marketing Communication Effectiveness establishes metrics, monitors metrics, and analyzes metrics to gauge the effectiveness of a marketing communication. Based on analysis these processes feedback suggested changes to re-enforce the message or to adapt the message to become more effective. Note that this process' sub-processes reuse a generalized set of metric processes to develop, gather, and analyze (to some degree) marketing communication metrics. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Develop Marketing Communication Metrics Process Identifier: 1.1.14.5.1 Brief Description Develop metrics to gauge the effectiveness of market communications. Extended Description Not used for this process element Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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Gather Marketing Communication Metrics Process Identifier: 1.1.14.5.2 Brief Description Gather marketing communications metrics to gauge the effectiveness of one or more communications. Extended Description Not used for this process element Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Analyze Marketing Communication Metrics Process Identifier: 1.1.14.5.3 Brief Description Analyze gathered marketing communication metrics to identify any issues with the communication(s). Extended Description Analyze Marketing Communication Metrics analyzes gathered marketing communication(s) metrics to identify any issues with the communication(s). The analysis includes identifying any established thresholds that have been crossed and the associated consequence (good or bad). A report is produced that reflects the effectiveness of the marketing communication(s). Explanatory N/A Mandatory N/A Optional N/A Interactions N/A TM Forum 2018. All Rights Reserved.
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Suggest Marketing Communication Change Process Identifier: 1.1.14.5.4 Brief Description Feedback suggested marketing communication changes to re-enforce the marketing communication or to adapt its message to become more effective. Extended Description Suggest Marketing Communication Change feeds back suggested marketing communication changes to re-enforce the marketing communication or to adapt its message to become more effective. This is based in part on the analysis of marketing communication metrics. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.15 Marketing Campaign Management
Figure 39: 1.1.15 Marketing Campaign Management decomposition
Marketing Campaign Management Process Identifier: 1.1.15 Brief Description Develop a marketing campaign through a coordinated series of steps that can include promotion of a product through different mediums (television, radio, print, online) using
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a variety of different types of advertisements to reach the market, customers and channels. Extended Description Marketing Campaign Management develops a marketing campaign through a coordinated series of steps that can include promotion of one or more product offerings through different mediums (television, radio, print, online) using a variety of different types of advertisements to reach the market, customers and channels. Marketing campaigns can be designed with different ends in mind, including building a brand image, introducing a new product, retaining customers, bringing in new customers, increasing sales of a product already on the market, or even reducing the impact of negative news. Marketing Campaign Management works with other processes, such as Brand Management, Market Research, Marketing Communications, Product Offering Promotion Development, and Advertising Management to design marketing promotions and advertising, to determine trade show participation and presence, to support product introductions, and so forth. One of the key roles of all these processes is to position the product in the market, especially versus competitive products. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Plan Marketing Campaign Process Identifier: 1.1.15.1 Brief Description Put together a plan for a marketing campaign to be used for positioning the enterprise and its product offerings in the marketplace. The plan includes targets, delivery channels, budget, return on investment (ROI). This process also ensures the campaign adheres to the overall campaign plan developed by Market Strategy & Policy. Extended Description Plan Marketing Campaign defines the specific strategy, objectives, start/end date, and messages to be used for positioning the enterprise in the marketplace, including its relationship to competitors. Establish Market Strategy defines the overall umbrella, and TM Forum 2018. All Rights Reserved.
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this process operates within that umbrella to target the marketing campaigns for the enterprise in general, specific products, market segments, customers and prospects, and so forth. It selects the appropriate channel or channels to support delivery of the campaign and defines contact rules in order to make certain that commercial pressure on customers is managed. A budget and return on investment (ROI) are also prepared and the budget is approved by the appropriate stakeholders. It ensures that that the campaign adheres to the campaign plan defined by Market Strategy & Policy specifically to fall in sequence with other campaigns in the plan to reach the expected business objectives for a specific market segment. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Ensure Marketing Campaign Capability Process Identifier: 1.1.15.2 Brief Description Ensure that there is capability (for example, information, materials, systems and resources) so that the marketing campaign can be launched and managed. Monitor planned campaigns and redistribute existing capability or enable new capability (people, facilities, infrastructure). Extended Description Not used for this process element Explanatory N/A Mandatory N/A Optional N/A TM Forum 2018. All Rights Reserved.
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Interactions N/A
Develop Marketing Campaign Process Identifier: 1.1.15.3 Brief Description Manage all activities and stakeholder engagement to develop and agree on a marketing campaign and the selection of appropriate channel or channels to support delivery of the campaign. Extended Description Develop Marketing Campaign manages all activities and stakeholder engagement to develop and agree on a marketing campaign. It also interacts with Marketing Communications to develop campaign messages and Product Offering Promotion Development to create product offering promotions associated with the campaign. The criteria used to identify the customer and other parties targeted by the marketing campaign are defined. Develop a target list of customers and other parties that will be contacted as part of the campaign. Describe the marketing campaign proposition which that will be addressed to each market sub-segment in terms of discounts for associated product promotions, requested effort, and validity period. Design the marketing campaign workflow which includes establishing and scheduling waves, or periodical steps in the campaign. Each wave is designed to take into account responses from those targeted by the campaign. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Launch Marketing Campaign Process Identifier: 1.1.15.4 TM Forum 2018. All Rights Reserved.
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Brief Description Manage and co-ordinate the delivery of the marketing campaign to the selected channel(s). Extended Description Launch Marketing Campaign executes the marketing campaign by managing and coordinating the delivery of the marketing campaign to the selected channel(s). It ensures that the channel(s) (owned and/or contracted) are adequately trained and/or informed to manage the campaign launch, and that sufficient resources are available in the selected channel(s) to support the launch. An initial launch of the marketing campaign may be made to limited audiences in order to validate the campaign before it is formally launched. In this case the Monitor Marketing Campaign Effectiveness process may also be executed during the initial launch. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Monitor Marketing Campaign Effectiveness Process Identifier: 1.1.15.5 Brief Description Establish metrics, monitor metrics, and analyze metrics to gauge the effectiveness of a marketing campaign or campaigns. Extended Description Monitor Marketing Campaign Effectiveness establishes metrics, monitors metrics, and analyzes metrics to gauge the effectiveness of a marketing campaign or campaigns. Based on analysis these processes feedback suggested changes to adapt the campaign or campaigns to become more effective now or in the future. Note that this process' sub-processes reuse a generalized set of metric processes to develop, gather, and analyze (to some degree) marketing campaign metrics. Explanatory N/A TM Forum 2018. All Rights Reserved.
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Mandatory N/A Optional N/A Interactions N/A
Modify Marketing Campaign Process Identifier: 1.1.15.6 Brief Description Modify a marketing campaign to improve its effectiveness based on metric analysis or based on feedback from recipients or stakeholders. Extended Description Modify Marketing Campaign updates a marketing campaign to improve its effectiveness based on metric analysis or based on feedback from recipients or stakeholders. It may also extend the end date of a marketing campaign if warranted and modify the campaign message based on feedback from the market and external stakeholders. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
End Marketing Campaign Process Identifier: 1.1.15.7 Brief Description End a marketing campaign when its useful life is reached. It may also include an assessment of the campaign by reusing Monitor Marketing Campaign Effectiveness and add comments about the campaign's success. Extended Description Not used for this process element TM Forum 2018. All Rights Reserved.
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Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Undertake Marketing Campaigns Trend Analysis Process Identifier: 1.1.15.8 Brief Description Undertake trend analysis on marketing campaigns including the identification of problems occurring with them. Extended Description Not used for this process element Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.15.3 Develop Marketing Campaign
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Figure 40: 1.1.15.3 Develop Marketing Campaign decomposition
Develop Marketing Campaign Process Identifier: 1.1.15.3 Brief Description Manage all activities and stakeholder engagement to develop and agree on a marketing campaign and the selection of appropriate channel or channels to support delivery of the campaign. Extended Description Develop Marketing Campaign manages all activities and stakeholder engagement to develop and agree on a marketing campaign. It also interacts with Marketing Communications to develop campaign messages and Product Offering Promotion Development to create product offering promotions associated with the campaign. The criteria used to identify the customer and other parties targeted by the marketing campaign are defined. Develop a target list of customers and other parties that will be contacted as part of the campaign. Describe the marketing campaign proposition which that will be addressed to each market sub-segment in terms of discounts for associated product promotions, requested effort, and validity period. Design the marketing campaign workflow which includes establishing and scheduling waves, or periodical steps in the campaign. Each wave is designed to take into account responses from those targeted by the campaign. Explanatory N/A Mandatory N/A Optional N/A TM Forum 2018. All Rights Reserved.
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Interactions N/A
Create Marketing Campaign Process Identifier: 1.1.15.3.1 Brief Description Engage with stakeholders engagement to develop a marketing campaign. Extended Description Create Marketing Campaign manages all activities and stakeholder engagement to develop a marketing campaign. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Define Marketing Campaign Criteria Process Identifier: 1.1.15.3.2 Brief Description The criteria used to identify the customer and other parties targeted by the marketing campaign are defined. Extended Description Define Marketing Campaign Criteria develops the criteria used to identify the customer and other parties targeted by the marketing campaign. It also develops a target list of customers and other parties that will be contacted as part of the campaign. Explanatory N/A Mandatory N/A Optional N/A
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Interactions N/A
Define Marketing Campaign Proposition Process Identifier: 1.1.15.3.3 Brief Description Describe the marketing campaign proposition which that will be addressed to each market sub-segment in terms of discounts for associated product promotions, requested effort, and validity period. Extended Description Not used for this process element Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Design Marketing Campaign Workflow Process Identifier: 1.1.15.3.4 Brief Description Design the marketing campaign workflow which includes establishing and scheduling waves, or periodical steps in the campaign. Extended Description Design Marketing Campaign workflow designs the marketing campaign workflow which includes establishing and scheduling waves, or periodical steps in the campaign. Each wave is designed to take into account responses from those targeted by the campaign. Explanatory N/A Mandatory N/A Optional N/A TM Forum 2018. All Rights Reserved.
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Interactions N/A
Obtain Marketing Campaign Agreement Process Identifier: 1.1.15.3.5 Brief Description Obtain stakeholder agreement for the marketing campaign. Extended Description Not used for this process element Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.15.4 Launch Marketing Campaign
Figure 41: 1.1.15.4 Launch Marketing Campaign decomposition
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Process Identifier: 1.1.15.4 Brief Description Manage and co-ordinate the delivery of the marketing campaign to the selected channel(s). Extended Description Launch Marketing Campaign executes the marketing campaign by managing and coordinating the delivery of the marketing campaign to the selected channel(s). It ensures that the channel(s) (owned and/or contracted) are adequately trained and/or informed to manage the campaign launch, and that sufficient resources are available in the selected channel(s) to support the launch. An initial launch of the marketing campaign may be made to limited audiences in order to validate the campaign before it is formally launched. In this case the Monitor Marketing Campaign Effectiveness process may also be executed during the initial launch. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Manage Marketing Campaign Channel Capability Process Identifier: 1.1.15.4.1 Brief Description Ensure that the channel(s) (owned and/or contracted) are adequately trained and/or informed to manage the launch of a marketing campaign. Extended Description Not used for this process element Explanatory N/A Mandatory N/A Optional N/A TM Forum 2018. All Rights Reserved.
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Interactions N/A
Manage Marketing Campaign Channel Resources Process Identifier: 1.1.15.4.2 Brief Description Ensure that sufficient resources are available in the selected channel(s) to support a marketing campaign's launch. Extended Description Not used for this process element Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Complete Marketing Campaign Launch Process Identifier: 1.1.15.4.3 Brief Description Complete the launch of a marketing campaign to the market. Extended Description Complete Marketing Campaign Launch completes the launch of a marketing campaign to the market. It is coordinated with the delivery of the associated marketing communications and product promotions. Explanatory N/A Mandatory N/A Optional N/A
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Interactions N/A
1.1.15.5 Monitor Marketing Campaign Effectiveness
Figure 42: 1.1.15.5 Monitor Marketing Campaign Effectiveness decomposition
Monitor Marketing Campaign Effectiveness Process Identifier: 1.1.15.5 Brief Description Establish metrics, monitor metrics, and analyze metrics to gauge the effectiveness of a marketing campaign or campaigns. Extended Description Monitor Marketing Campaign Effectiveness establishes metrics, monitors metrics, and analyzes metrics to gauge the effectiveness of a marketing campaign or campaigns. Based on analysis these processes feedback suggested changes to adapt the campaign or campaigns to become more effective now or in the future. Note that this process' sub-processes reuse a generalized set of metric processes to develop, gather, and analyze (to some degree) marketing campaign metrics. Explanatory N/A Mandatory N/A Optional N/A
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Interactions N/A
Develop Marketing Campaign Metrics Process Identifier: 1.1.15.5.1 Brief Description Develop metrics to gauge the effectiveness of market campaigns. Extended Description Not used for this process element Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Gather Marketing Campaign Metrics Process Identifier: 1.1.15.5.2 Brief Description Gather marketing campaign metrics to gauge the effectiveness of campaign(s). Extended Description Not used for this process element Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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Analyze Marketing Campaign Metrics Process Identifier: 1.1.15.5.3 Brief Description Analyze gathered marketing campaign(s) metrics to identify any issues with the campaign(s). Extended Description Analyze Marketing Campaign Metrics analyzes gathered marketing campaign(s) metrics to identify any issues with the campaign(s). The analysis includes identifying any established thresholds that have been crossed and the associated consequence (good or bad). A report is produced that reflects the effectiveness of the marketing campaign(s). Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Suggest Marketing Campaign Change Process Identifier: 1.1.15.5.4 Brief Description Feedback suggested marketing campaign changes to adapt it to become more effective. Extended Description Suggest Marketing Campaign Change feeds back suggested marketing campaign changes to adapt it to become more effective. This is based in part on the analysis of marketing campaign metrics. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A TM Forum 2018. All Rights Reserved.
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1.1.16 Brand Management
Figure 43: 1.1.16 Brand Management decomposition
Child process(es) to be determined Process Identifier: N/A Brief Description N/A Extended Description N/A Explanatory Not used for this process element. Mandatory Not used for this process element. TM Forum 2018. All Rights Reserved.
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Optional Not used for this process element. Interactions Not used for this process element.
Brand Management Process Identifier: 1.1.16 Brief Description Create a name, symbol or design that identifies and differentiates an enterprise’s product offering and/or offerings from its others product offering(s) and similar offerings available from other enterprises, including competitors. Extended Description Brand Management creates a name, symbol or design that identifies and differentiates an enterprise’s product offering and/or offerings from its others product offering(s) and similar offerings available from other enterprises, including competitors. The goal is to increase the perceived value of the brand over time. To do so may include co-branding with a partner. It develops a strategic plan to maintain brand equity or gain brand value. This requires a comprehensive understanding of the brand, its target market and an enterprise’s overall vision. It includes the analysis and planning on how the brand is perceived in the market, including endorsements by individuals and organizations that are obtained via social media, an enterprise’s web site, or publications. Comparisons of an enterprise’s brand to competitor’s brands are also performed. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.17 Market Research TM Forum 2018. All Rights Reserved.
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Figure 44: 1.1.17 Market Research decomposition
Child process(es) to be determined Process Identifier: N/A Brief Description N/A Extended Description N/A Explanatory Not used for this process element. Mandatory Not used for this process element. Optional Not used for this process element. Interactions Not used for this process element. TM Forum 2018. All Rights Reserved.
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Market Research Process Identifier: 1.1.17 Brief Description Gathers, analyze and interpret information about a market, about product offerings that will be made to the market, and about the past, present and potential customers for the offering; Research the characteristics, such as spending habits and a target market’s requirements, the industry as a whole, and competitors. Extended Description Market Research gathers, analyzes and interprets information about a market, about product offerings that will be made to the market, and about the past, present and potential customers for the offering. Research the characteristics, such as spending habits and a target market’s requirements, the industry as a whole, and competitors. Research can be a collaborative process carried out by the enterprise and one or more of its partners or other parties with whom it collaborates in delivering value to the market and customers. Market research may involve research performed by an enterprise or on behalf of the enterprise by another party. It may involve targeted groups with whom research conducted using methods such as direct mail, web, social media, and personal interviews. It may also involve research compiled and organized in the form of reports and studies provided by others, such as government agencies and trade associations. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.18 Advertising
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Figure 45: 1.1.18 Advertising decomposition
Child process(es) to be determined Process Identifier: N/A Brief Description N/A Extended Description N/A Explanatory Not used for this process element. Mandatory Not used for this process element. Optional Not used for this process element. Interactions Not used for this process element. TM Forum 2018. All Rights Reserved.
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Advertising Process Identifier: 1.1.18 Brief Description Draw the market’s attention to an enterprise typically for the purpose of inducing individuals and/or organizations to acquire an enterprise’s product offerings. Extended Description Advertising draws the market’s attention to an enterprise typically for the purpose of inducing individuals and/or organizations to acquire an enterprise’s product offerings. This is accomplished by using of various forms of media, such as print, web, and broadcasts. An advertisement may appear on partner sites or other forms of media a partner uses. It includes determining the audience for the advertisement, establishing a budget for the advertisement, planning which media to use, entering into agreements with one or more partners with whom the advertisement will be co-developed/sponsored and jointly used, and choosing a message to be conveyed by the advertisement. In addition drawing attention to a product offering, an advertisement may also be used to enhance the image of the enterprise or announce one or more new offerings. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.19 Loyalty Program Management
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Figure 46: 1.1.19 Loyalty Program Management decomposition
Loyalty Program Management Process Identifier: 1.1.19 Brief Description Define all aspects of a loyalty program, such as requirements and objectives of a loyalty program, determine the benefits to participants. Develop a program, prototype it, test it, rollout/launch it, amend and evaluate it, and terminate it when it is no longer viable for an enterprise. Manage all operational aspects of running a loyalty program. Enable parties to become a members of a program, earn currency and rewards, and redeem currency. Manage a loyalty program account, leave a program, and provide operational reports. Extended Description Loyalty Program Management develops and retires loyalty programs and manages the operations of them. Development and retirement defines all aspects of a loyalty program, such as requirements and objectives of the loyalty program, determines the benefits to participants. It develops a program, prototypes it, tests it, rollouts/launches it, amends and evaluates it, and terminates it when it is no longer viable for an enterprise. Loyalty Program Operation manages all operational aspects of running a loyalty program. It enables a party to become a members of a program, earn currency and TM Forum 2018. All Rights Reserved.
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rewards, and redeem currency. It manages a loyalty program account, enables a participant to leave a program, and provides operational reports. Participants who can be customers and partners, each with its own loyalty program. There can be more than one loyalty program for each. Typically loyalty programs only are developed for customers. However, other parties, such as partners who have onboarded an enterprise's product offering(s) or those who offer their offerings on an enterprise's marketplace, should also be rewarded for their loyalty. The reason is that they also provide revenue either directly or indirectly to an enterprise. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Loyalty Program Development & Retirement Process Identifier: 1.1.19.1 Brief Description Define all aspects of a loyalty program, such as requirements, its name, and objectives of the loyalty program, determine the benefits to participants. Develop a program, prototype it, test it, rollout/launch it, amend and evaluate it, and terminate it when it is no longer viable for an enterprise. Extended Description Loyalty Program Development & Retirement defines all aspects of a loyalty program, such as requirements, the name, and objectives of the loyalty program, determines the benefits to participants. It develops the program, prototypes it, tests it, rollouts/launches it, amends and evaluates it, and terminates it when it is no longer viable for an enterprise. Note that Royalty Program Development & Retirement is sometimes viewed as comparable to Product Offering Development & Retirement. While the rollout/launch, evaluate, amend, and terminate processes are similar the process other processes are different. For example, the Develop Loyalty Program process is quite different, as it includes sub-processes that focus on structuring the program, defining the program's currency, and capturing program requirements. Where noted, and to avoid duplication, existing Product Offering Development & Retirement processes will be reused. TM Forum 2018. All Rights Reserved.
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Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Loyalty Program Operation Process Identifier: 1.1.19.2 Brief Description Manage all operational aspects of running a loyalty program. Enable parties to become a members of a program, earn currency and rewards, and redeem currency. Manage a loyalty program account, leave a program, and provide operational reports. Extended Description Loyalty Program Operation manages all operational aspects of running a loyalty program. It enables parties to become a members of a program, earn currency and rewards, and redeem currency. It also manages a loyalty program account, enables a participants to leave a program, and provides operational reports. For example, become a loyalty program participant includes providing an invitation to join a loyalty program, enables a party to join a program, and provides a loyalty program participant package; earning loyalty program currency enables a participant to earn loyalty program currency, either directly from an enterprise or via an enterprise's loyalty program partner. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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1.1.19.1 Loyalty Program Development & Retirement
Figure 47: 1.1.19.1 Loyalty Program Development & Retirement decomposition
Loyalty Program Development & Retirement Process Identifier: 1.1.19.1 Brief Description Define all aspects of a loyalty program, such as requirements, its name, and objectives of the loyalty program, determine the benefits to participants. Develop a program, prototype it, test it, rollout/launch it, amend and evaluate it, and terminate it when it is no longer viable for an enterprise. Extended Description Loyalty Program Development & Retirement defines all aspects of a loyalty program, such as requirements, the name, and objectives of the loyalty program, determines the benefits to participants. It develops the program, prototypes it, tests it, rollouts/launches it, amends and evaluates it, and terminates it when it is no longer viable for an enterprise. Note that Royalty Program Development & Retirement is sometimes viewed as comparable to Product Offering Development & Retirement. While the rollout/launch, evaluate, amend, and terminate processes are similar the process other processes are different. For example, the Develop Loyalty Program process is quite different, as it includes sub-processes that focus on structuring the program, defining the program's currency, and capturing program requirements. Where noted, and to avoid duplication, existing Product Offering Development & Retirement processes will be reused. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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Define Loyalty Program Requirements Process Identifier: 1.1.19.1.1 Brief Description Conduct Strength/Weakness/Opportunity/Threat (SWOT) analysis. Identify the core objectives and needs of a loyalty program and loyalty program issues/risks. Define the objectives of the loyalty program, determine the benefits to participants, and identify processes with which the program will interact. Extended Description Define Loyalty Program Requirements conducts an enterprise Strength/Weakness/Opportunity/Threat (SWOT) analysis, conducts competitive SWOT, and analyze a competitor's loyalty program by researching its loyalty program. It identifies the core objectives and needs of a loyalty program and loyalty program issues/risks. It also defines the objectives of the loyalty program, determine the benefits to participants, and identify processes with which the program will interact. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Develop Loyalty Program Strategy Process Identifier: 1.1.19.1.2 Brief Description Define the name and objectives of the loyalty program, determine the benefits to participants, identify processes with which the program will interact, and gain approval for the strategy. Extended Description Develop Loyalty Program Strategy defines the name and objectives of the program, such as satisfaction of participant's needs, possible program currency, such as points or discounts, increased competitive differentiation, types of parties targeted by the program. TM Forum 2018. All Rights Reserved.
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The strategy also includes determining the benefits to participants. Benefits may be collected by using small study groups to obtain initial feedback, followed by larger group studies. Identify the processes with which the loyalty program will interact to capture, act on, and analyze program data. Approval of the strategy from applicable stakeholders is obtained. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Develop Loyalty Program Process Identifier: 1.1.19.1.3 Brief Description Define a loyalty program, the various kinds of interactions regarding a program, key performance indicators for the program, and develop loyalty program partnerships with other enterprises. Extended Description Develop Loyalty Program defines a loyalty program, the various kinds of interactions regarding a program, key performance indicators for the program, and develops loyalty program partnerships with other enterprises. The sub-processes also update and remove components of the program rather than create a large number of lower level processes. This process also interacts with Marketing Campaign Management, Marketing Communications, and Advertising to prepare a loyalty program for launch. Marketing communications may include invitations to existing parties that the launch is coming. Explanatory N/A Mandatory N/A Optional N/A TM Forum 2018. All Rights Reserved.
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Interactions N/A
Prototype Loyalty Program Process Identifier: 1.1.19.1.4 Brief Description Iteratively develop a loyalty program to a state that enables it to be tested in some way. Extended Description Prototype Loyalty Program iteratively develops a loyalty program. Develop Loyalty Program sub- processes develop each iteration of the loyalty program to a state that enables it to be tested in some way by the Conduct Loyalty Program Acceptance Testing process. Tests can be conducted internally, in the form of a pilot, or field trial. Tests are measured against defined acceptance criteria. Identified improvements/enhancements are made during the next iteration based on test results. Once the final iteration tests are accepted the loyalty program is rolled out and launched to the market at large. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Conduct Loyalty Program Acceptance Testing Process Identifier: 1.1.19.1.5 Brief Description Conduct acceptance testing of a new or enhanced loyalty program in preparation for launch/rollout to the market. Extended Description Conduct Loyalty Program Acceptance Testing reuses Product Offering Acceptance Testing sub-processes to manage acceptance testing of a new or amended/enhanced loyalty program and to handover for ongoing rollout. Acceptance testing is conducted using commercial pilots or market trials of the program or prototypes of it, in which case the commercial negotiations for the pilot and/or trial are managed through these processes. These processes identify the shortcomings or issues, and manage the necessary improvements to a loyalty program to allow full rollout. At the conclusion of TM Forum 2018. All Rights Reserved.
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the pilots and/or trials when the loyalty program passes its acceptance tests or defined acceptance criteria it is ready for launch/rollout to the market. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Rollout/Launch Loyalty Program Process Identifier: 1.1.19.1.6 Brief Description Support the operational introduction of new processes and infrastructure to support a new or amended/enhanced loyalty program and conduct operations readiness testing and acceptance. Extended Description Rollout/Launch Loyalty Program reuses Rollout/Launch Product Offering sub-processes to support the operational introduction of new processes and infrastructure to support a new or amended/enhanced loyalty program. It is responsible for conducting operations readiness testing and acceptance. It develops the procedures for the specific fulfillment, assurance and revenue management processes associated with a loyalty program and keeps them up to date. After successful testing, accept the new or amended/enhanced process capabilities and manage a full-scale introduction for general availability. Develop policy support and decision support knowledge for a loyalty program. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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Evaluate Loyalty Program Process Identifier: 1.1.19.1.7 Brief Description Analyze the performance of an existing loyalty program to identify inadequacies and required improvements. Extended Description Evaluate Loyalty Program Assess analyzes the performance of an existing loyalty program to identify inadequacies and required improvements. The process uses information from loyalty program participants, defined program Key Quality/Performance Indicators, and feedback from operational activities to identify required improvements. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Amend Loyalty Program Process Identifier: 1.1.19.1.8 Brief Description Amend a loyalty program's earning methods, rewards, tiers, partners, and so forth. Extended Description Amend Loyalty Program amends any aspect of a loyalty program, such as earning methods, rewards, tiers, partners, and so forth. It uses the Develop Loyalty Program sub-processes to make the updates (amendments) to the program. It interacts with Marketing Communications to let the market and participants know about updates to program, such as addition of co-branded card and changes in rewards. It also obtains approval for the amendments and, if updates are substantial, may go through the Loyalty Program Acceptance Testing and Loyalty Program Launch/Rollout processes. Explanatory N/A
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Mandatory N/A Optional N/A Interactions N/A
Terminate Loyalty Program Process Identifier: 1.1.19.1.9 Brief Description Identify an existing loyalty program which is unviable or has reached its end of life. It manages the processes to exit it from the market. Extended Description Terminate Loyalty Program reuses Manage Product Offering Exit sub-processes to identify an existing loyalty program which is unviable or that has reached its end of life. It manages the process to exit it from the market. It analyzes an existing loyalty program to identify if it is economically or strategically, identify participants impacted by any exit, develop participant specific exit or migration strategies, develop infrastructure transition and/or replacement strategies, and manage the operational aspects of the exit process. A business proposal identifying the competitive threats, risks and costs may be required as part of developing the exit strategy. It includes any cross-enterprise co-ordination and management functions to ensure that the needs of all stakeholders are identified and managed. Note that in the sub-processes customers refer to any loyalty program participant, not only customers who may be participants. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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1.1.19.1.1 Define Loyalty Program Requirements
Figure 48: 1.1.19.1.1 Define Loyalty Program Requirements decomposition
Define Loyalty Program Requirements Process Identifier: 1.1.19.1.1 Brief Description Conduct Strength/Weakness/Opportunity/Threat (SWOT) analysis. Identify the core objectives and needs of a loyalty program and loyalty program issues/risks. Define the objectives of the loyalty program, determine the benefits to participants, and identify processes with which the program will interact. Extended Description Define Loyalty Program Requirements conducts an enterprise Strength/Weakness/Opportunity/Threat (SWOT) analysis, conducts competitive SWOT, and analyze a competitor's loyalty program by researching its loyalty program. It identifies the core objectives and needs of a loyalty program and loyalty program issues/risks. It also defines the objectives of the loyalty program, determine the benefits to participants, and identify processes with which the program will interact. Explanatory N/A Mandatory N/A TM Forum 2018. All Rights Reserved.
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Optional N/A Interactions N/A
Conduct Loyalty Program Analysis Process Identifier: 1.1.19.1.1.1 Brief Description Conduct an enterprise Strength/Weakness/Opportunity/Threat (SWOT) analysis, conduct competitive SWOT, and analyze a competitor's loyalty program by researching its loyalty program. Extended Description Conduct Loyalty Program Analysis conducts an enterprise Strength/Weakness/Opportunity/Threat (SWOT) analysis. For example a weakness may be the number one complaint from our customer/partner feedback processes and how can a loyalty program turn this into a strength by introducing a loyalty program. Conduct competitive SWOT, and analyzes a competitor's loyalty program by researching its loyalty program. The analysis includes researching the loyalty program best practices in an enterprise's industry and in other industries. The results of the analysis are used to define the program's objectives and strategy. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Identify Loyalty Program Requirements Process Identifier: 1.1.19.1.1.2 Brief Description Identify the core objectives and needs of a loyalty program, such as fitting the program into an enterprise's culture and the human resources needed to operate the program. TM Forum 2018. All Rights Reserved.
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Extended Description Identify Loyalty Program Requirements identifies the core objectives and needs of a loyalty program. Core objectives may include key success factors for a successful program and the time frame for meeting them, fitting the program into an enterprise's brand vision, fitting it into an enterprises' culture, and aligning it with current sales channel strategies. Needs may include identifying marketing database support, human resources to develop and support the loyalty program, and financial resources. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Identify Potential Loyalty Program Issues Process Identifier: 1.1.19.1.1.3 Brief Description Identify loyalty program issues/risks, such as employee issues regarding their participation in the program, technology issues, and risks that may cause the development of or the program to fail. Extended Description Not used for this process element. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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1.1.19.1.2 Develop Loyalty Program Strategy
Figure 49: 1.1.19.1.2 Develop Loyalty Program Strategy decomposition
Develop Loyalty Program Strategy Process Identifier: 1.1.19.1.2 Brief Description Define the name and objectives of the loyalty program, determine the benefits to participants, identify processes with which the program will interact, and gain approval for the strategy. Extended Description Develop Loyalty Program Strategy defines the name and objectives of the program, such as satisfaction of participant's needs, possible program currency, such as points or discounts, increased competitive differentiation, types of parties targeted by the program. The strategy also includes determining the benefits to participants. Benefits may be collected by using small study groups to obtain initial feedback, followed by larger group studies. Identify the processes with which the loyalty program will interact to capture, act on, and analyze program data. Approval of the strategy from applicable stakeholders is obtained. Explanatory N/A Mandatory N/A
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Optional N/A Interactions N/A
Define Loyalty Program Strategy Objectives Process Identifier: 1.1.19.1.2.1 Brief Description Define the name and objectives of the loyalty program, such as satisfaction of participant's needs, increased competitive differentiation, types of parties targeted by the program. Extended Description Not used for this process element. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Identify Loyalty Program Benefits Process Identifier: 1.1.19.1.2.2 Brief Description Define how to reward loyalty program participants and the benefits they will realize. Identify benefits to an enterprise. Extended Description Identify Loyalty Program Participant Benefits defines how to reward participants, including possible currency, such as points or discounts, that will be used, and the benefits they will realize, both tangible and intangible. Identification of rewards and benefits may be accomplished by employing agile development techniques followed by confirming these with one or more representative groups of participants. An enterprise's benefits are also identified, such as increase in the number of parties
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with whom the enterprise is engaged, revenue increases, and reduced churn / increased retention. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Identify Loyalty Program Process Interactions Process Identifier: 1.1.19.1.2.3 Brief Description Identify the processes with which the loyalty program will interact to capture, act on, and analyze program data. For example, a payment related process that triggers earning points. Extended Description Not used for this process element. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Approve Loyalty Program Strategy Process Identifier: 1.1.19.1.2.4 Brief Description Gain enterprise commitment to the loyalty program strategy.
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Extended Description Approve Loyalty Program Strategy gains enterprise commitment to the strategy. It includes identification of stakeholders and negotiation to gain stakeholder approval. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.19.1.3 Develop Loyalty Program
Figure 50: 1.1.19.1.3 Develop Loyalty Program decomposition
Develop Loyalty Program Process Identifier: 1.1.19.1.3 Brief Description Define a loyalty program, the various kinds of interactions regarding a program, key performance indicators for the program, and develop loyalty program partnerships with other enterprises. Extended Description Develop Loyalty Program defines a loyalty program, the various kinds of interactions regarding a program, key performance indicators for the program, and develops loyalty TM Forum 2018. All Rights Reserved.
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program partnerships with other enterprises. The sub-processes also update and remove components of the program rather than create a large number of lower level processes. This process also interacts with Marketing Campaign Management, Marketing Communications, and Advertising to prepare a loyalty program for launch. Marketing communications may include invitations to existing parties that the launch is coming. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Define Loyalty Program Process Identifier: 1.1.19.1.3.1 Brief Description Define all aspects of a loyalty program, including its currency, structure, joining requirements, loyalty card design, and how currency is earned and used for rewards. Extended Description Define Loyalty Program defines the type currency that may be earned/used by participants of the loyalty program and defines how the loyalty program will be structured to reward participants. It designs loyalty program card or cards (if tiers used) and defines the requirements that must be met for a participant to join a loyalty program. It also specifies how a program's currency is earned by a participant and the program's rewards and their prices in terms of a loyalty program's currency. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A TM Forum 2018. All Rights Reserved.
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Define Loyalty Program Interaction Plan Process Identifier: 1.1.19.1.3.2 Brief Description Define the various ways participants interact with a loyalty program and the ways in which an enterprise interacts with participants. Extended Description Define Loyalty Program Interaction Plan defines the various ways participants interact with a loyalty program and the ways in which an enterprise interacts with participants. Inbound interactions include the determining the channels used to serve participants, such as phone, web site, or outsourced channels. In the case of outsourced channels Party Tender Management and/or Party Agreement Management processes are used to identify and enter into an agreement with a partner who will serve participants. Inbound interactions also include how participants will redeem loyalty program rewards and report problems. Outbound interactions include how, when, and why loyalty program participants will be contacted by an enterprise and the purpose of the communication. For example, if a participant moves from one tier to the next a congratulatory letter or email may be sent, or phone call may be made; a welcome package, including a membership card, may be sent to a new participant. - What will be our contact strategy for our program members? - How do you build evangelists? Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Define Loyalty Program Key Performance Indicator Process Identifier: 1.1.19.1.3.3
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Brief Description Define a key quality/performance indicator that will be used when evaluating a loyalty program. Extended Description Define Loyalty Program Key Performance Indicator defines a key quality/performance indicator (KQI/KQI) that will be used when evaluating a loyalty program. KQIs/KPIs may be used to measure financials, such as cost per participant and program breakeven point, participant acceptance, market penetration. Note that this process uses a generalized set of metric processes to define the KPIs, thresholds, and consequences, both positive and negative, associated with thresholds. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Develop Loyalty Program Partnership Process Identifier: 1.1.19.1.3.4 Brief Description Identifies an opportunity for partnering followed by the full lifecycle of entering into agreement with a partner. Extended Description Develop Loyalty Program Partnership identifies an opportunity for partnering followed by the full lifecycle of entering into agreement with a partner. Partnering may include making another enterprise's offerings available as rewards to loyalty program participants, allowing currency to be earned in partner's loyalty program, agreeing that another enterprise can accept an enterprise's loyalty program "currency" to acquire another enterprise's offerings, the ability to transfer currency into and or out of an enterprise's program, or an enterprise agreeing to co-brand a credit card. For example, an enterprise may offer Holiday Inn hotel rewards; Amazon accepts American Express Rewards points as payment for some Amazon merchandise; American Airlines co-brands a MasterCard with Citibank.
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Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.19.1.3.1 Define Loyalty Program
Figure 51: 1.1.19.1.3.1 Define Loyalty Program decomposition
Define Loyalty Program Process Identifier: 1.1.19.1.3.1 Brief Description Define all aspects of a loyalty program, including its currency, structure, joining requirements, loyalty card design, and how currency is earned and used for rewards. Extended Description Define Loyalty Program defines the type currency that may be earned/used by participants of the loyalty program and defines how the loyalty program will be structured to reward participants. It designs loyalty program card or cards (if tiers used) and defines the requirements that must be met for a participant to join a loyalty program. It also specifies how a program's currency is earned by a participant and the program's rewards and their prices in terms of a loyalty program's currency. Explanatory N/A Mandatory N/A TM Forum 2018. All Rights Reserved.
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Optional N/A Interactions N/A
Define Loyalty Program Currency Process Identifier: 1.1.19.1.3.1.1 Brief Description Define the type currency that may be earned/used by participants of the loyalty program. Extended Description Define Loyalty Program Currency defines the type currency that may be earned/used by participants of the loyalty program. For example, points, digital money, discounts, or stars. Note that in some cases there may not be a currency, such as for VIP programs that offer access to special product offerings. Possible currencies may have been identified by the Develop Loyalty Program Strategy process. Note that there may be multiple currencies for a loyalty program. For example, points may be earned/used and discounts on future purchases may be earned/used. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Define Loyalty Program Structure Process Identifier: 1.1.19.1.3.1.2 Brief Description Define how the loyalty program will be structured to reward participants. Extended Description Define Loyalty Program Structure defines how the program will be structured to reward participants. The are many different ways a program can be structured. For example, a program may offer immediate rewards that are redeemable when a participant makes a TM Forum 2018. All Rights Reserved.
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purchase; a program may offer rewards when a certain threshold is reached; a program may be a VIP program, such as Amazon Prime, that requires a fee to be paid for access to rewards; or a hybrid program that represents a variety of ways rewards can be earned. A loyalty program's structure may also include participant tiers which can be achieved by earning levels of a program's currency. Each tier may have different ways to earn a program's currency. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Design Loyalty Program Card Process Identifier: 1.1.19.1.3.1.3 Brief Description Design loyalty program card or cards (if tiers used) and contract with an internal organization or external party to produce the card or cards. Extended Description Design Loyalty Program Card designs a loyalty program card or cards (if tiers used) and contract with an internal organization or external party to produce the card or cards. If an external party is used the Party Tender Management (if a party has not been identified) and/or the Party Agreement Management enter into an agreement with the party to produce the card(s). Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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Define Loyalty Program Joining Requirements Process Identifier: 1.1.19.1.3.1.4 Brief Description Define the requirements that must be met for a participant to join a loyalty program. Extended Description Define Loyalty Program Joining Requirements defines the requirements that must be met for a participant to join a loyalty program. Requirements may include: - A participant may have to be already engaged with an enterprise, such as a customer or partner - A fee may be required. Note that the Product Specification & Offering Development & Retirement is used to create the fee - A standard agreement may have to be accepted. Note a standard agreement and its acceptance are supported by the Party Agreement Management process - There may be limitations that govern which loyalty programs a participant can join. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Define Loyalty Program Earning Method Process Identifier: 1.1.19.1.3.1.5 Brief Description Specify how a program's currency is earned by a participant. Extended Description Define Loyalty Program Earning Methods specifies how a program's currency is earned by a participant. For example, one point may be earned for each dollar spent by a customer or sold by a partner or via an enterprise's marketplace; an upper tier participant may earn bonus currency based on their tier. The earning method is often based on a policy associated with an enterprise's product offering. This process defines the rule (policy) its conditions and actions, execution point, and event(s) that trigger(s) evaluation of the rule. Note that this process is meant to use generic policy processes to define the base policy. TM Forum 2018. All Rights Reserved.
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These processes represent loyalty program specific extensions to them. To date the generic processes have not yet been developed. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Define Loyalty Program Reward Process Identifier: 1.1.19.1.3.1.6 Brief Description Specify a reward and its price in terms of a loyalty program's currency and add it to one or more reward catalogs. Extended Description Define Loyalty Program Reward specifies a reward, such as an application download, and its price in terms of a loyalty program's currency, or an anniversary/birthday reward provided at no charge to a participant, and add it to a reward catalog. This process interacts with the Product Specification & Offering Development & Retirement process to manage rewards and the Product Offering Cataloging process to manage one or more reward catalogs. For example, there can be different award catalogs for customers and partners. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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1.1.19.1.3.4 Develop Loyalty Program Partnership
Figure 52: 1.1.19.1.3.4 Develop Loyalty Program Partnership decomposition
Develop Loyalty Program Partnership Process Identifier: 1.1.19.1.3.4 Brief Description Identifies an opportunity for partnering followed by the full lifecycle of entering into agreement with a partner. Extended Description Develop Loyalty Program Partnership identifies an opportunity for partnering followed by the full lifecycle of entering into agreement with a partner. Partnering may include making another enterprise's offerings available as rewards to loyalty program participants, allowing currency to be earned in partner's loyalty program, agreeing that another enterprise can accept an enterprise's loyalty program "currency" to acquire another enterprise's offerings, the ability to transfer currency into and or out of an enterprise's program, or an enterprise agreeing to co-brand a credit card. For example, an enterprise may offer Holiday Inn hotel rewards; Amazon accepts TM Forum 2018. All Rights Reserved.
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American Express Rewards points as payment for some Amazon merchandise; American Airlines co-brands a MasterCard with Citibank. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Identify Loyalty Program Partnership Opportunity Process Identifier: 1.1.19.1.3.4.1 Brief Description Determine if partnering is a viable option for a loyalty program and identify an opportunity for partnering. Extended Description Identify Loyalty Program Partnership Opportunity determines if partnering is a viable option for a loyalty program and identifies an opportunity for partnering. This process may interact with the Party Strategy & Planning process to carry out these tasks. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Manage Loyalty Program Partnership Process Identifier: 1.1.19.1.3.4.2
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Brief Description Identify potential partners and enter into partnership agreement with one or more of them to achieve a specific loyalty program objective. Extended Description Manage Loyalty Program Partnership identifies potential partners and enters into partnership agreement with one or more of them to achieve a specific loyalty program objective. For example, making another enterprises product offerings as loyalty program rewards. An agreement may be put in place to: - Control/data ownership issues - Convert currency between loyalty programs - Transfer currency into and out of an enterprise's program - Protect participant data privacy. This process interacts with and uses Party Relationship Development & Retirement, Party Tender Management and Party Agreement Management. It may also interact with and use Party Offering Development & Retirement to on-board a partner's offerings. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.19.2 Loyalty Program Operation
Figure 53: 1.1.19.2 Loyalty Program Operation decomposition
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Process Identifier: 1.1.19.2 Brief Description Manage all operational aspects of running a loyalty program. Enable parties to become a members of a program, earn currency and rewards, and redeem currency. Manage a loyalty program account, leave a program, and provide operational reports. Extended Description Loyalty Program Operation manages all operational aspects of running a loyalty program. It enables parties to become a members of a program, earn currency and rewards, and redeem currency. It also manages a loyalty program account, enables a participants to leave a program, and provides operational reports. For example, become a loyalty program participant includes providing an invitation to join a loyalty program, enables a party to join a program, and provides a loyalty program participant package; earning loyalty program currency enables a participant to earn loyalty program currency, either directly from an enterprise or via an enterprise's loyalty program partner. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Become Loyalty Program Participant Process Identifier: 1.1.19.2.1 Brief Description Provide an invitation to join a loyalty program, enable a party to join a program, and provide a loyalty program participant package. Extended Description Become Loyalty Program Participant provides an invitation to join a loyalty program, enables a party to join a program, and provides a loyalty program participant package. An invitation to a party suggests they join a loyalty program. The invitation can be made when a party, such as a customer or partner, initially engages with an enterprise. A party is established as a loyalty program participant and provided with a loyalty TM Forum 2018. All Rights Reserved.
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program account. A loyalty program ID may be issued by an enterprise, or a party may be able to create their own ID. A participant may also be required to accept a standard loyalty program agreement's terms & conditions. A loyalty program package for a program participant is created and provided it to them. A package is typically provided when a participant initial joins a loyalty program, achieves a new tier, or when participation is renewed, such as yearly. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Earn Loyalty Program Currency Process Identifier: 1.1.19.2.2 Brief Description Earn loyalty program currency, either directly from an enterprise or via an enterprise's partner in the loyalty program. Extended Description Earn Loyalty Program Currency earns loyalty program currency, either directly from an enterprise or via an enterprise's loyalty program partner. This process may notify the Provide Loyalty Account Communication process, which manages operational communications with a loyalty program participant. It may also notify the Earn Loyalty Program Reward process if earning loyalty program currency qualifies a program participant for a reward. Explanatory N/A Mandatory N/A Optional N/A
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Interactions N/A
Earn Loyalty Program Reward Process Identifier: 1.1.19.2.3 Brief Description Earn a loyalty program reward. A reward may be earned by a loyalty program participant based on currency earned or may be awarded based on an event. Communicate the attainment of an reward. Extended Description Earn Loyalty Program Reward earns a loyalty program reward. A reward may be earned by a loyalty program participant based on currency earned which is communicated to this process by the Provide Earned Loyalty Program Reward Notification process. A reward may also be awarded based on an event. This process may notify the Provide Loyalty Account Communication process, which manages operational communications with a loyalty program participant. In this case to inform a loyalty program participant that they have earned a reward. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Redeem Loyalty Program Currency Process Identifier: 1.1.19.2.4 Brief Description Use a program's currency to obtain an enterprise's or a loyalty program partner's product offerings. Reduce a participant's loyalty program account by the amount of currency used for obtaining product offering(s). Extended Description Redeem Loyalty Program Currency enables a loyalty program participant to use a program's currency to obtain an enterprise's or a loyalty program partner's product offering(s). The reward offering is obtained via the Product Offering Purchasing process, TM Forum 2018. All Rights Reserved.
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the Customer Order Handling process, or the Party Order Handling process. Redemption is made from the applicable loyalty program reward catalog(s) associated with the loyalty program participant's loyalty account. A loyalty program participant may also redeem a reward that has been earned by them. For example, a loyalty program signup reward that provides a discount on a purchase. A participant's loyalty program account is reduced by the amount of currency used for obtaining product offering(s) which is communicated to this process by the process used to obtain the reward. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Manage Loyalty Program Account Process Identifier: 1.1.19.2.5 Brief Description Update a loyalty program account and make changes to loyalty program participant information. Expire, reinstate, transfer in/out, adjust, a loyalty participant's account currency. Prepare and send a loyalty program communication to a participant or for internal use by an enterprise. Extended Description Manage Loyalty Program Account updates to a loyalty program account, such as changing a pin/password or the name of the account. The Party Relationship Development & Retirement process is used to make changes to loyalty program participant information. It provides the ability to expire, reinstate, transfer in/out, adjust, a loyalty participant's account currency. It also prepares and sends a loyalty program communication to a participant or for internal use by an enterprise. Communications may be a loyalty program account summary, notification of tier upgrade/downgrade, reward notifications, upcoming expiration or expiration of program currency. Explanatory N/A TM Forum 2018. All Rights Reserved.
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Mandatory N/A Optional N/A Interactions N/A
Leave Loyalty Program Process Identifier: 1.1.19.2.6 Brief Description Begin and complete the process of leaving an enterprise's loyalty program. A loyalty program participant or an enterprise may initiate this process. Extended Description Leave Loyalty Program begins and completes the process of leaving an enterprise's loyalty program. A loyalty program participant or an enterprise may initiate this process. An enterprise may initiate the process if the Provide Loyalty Program Operation Report has identified abuse of the program by a participant. Upon leaving a participant's status may be changed to reflect they are no longer a member, or the participant may be removed (deleted) from the program. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Provide Loyalty Program Operation Report Process Identifier: 1.1.19.2.7 Brief Description Generate a loyalty program operation report, such as various loyalty program status reports, trend analysis, and reports that identify suspected abuse of a loyalty program.
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Extended Description Provide Loyalty Program Operation Report generates a loyalty program operation report, such as various loyalty program status reports, trend analysis, and reports that identify suspected abuse of a loyalty program. Recipient lists are maintained by a generalized process that should be developed and added to the Common Enterprise Process grouping in the Enterprise domain. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.19.2.1 Become Loyalty Program Participant
Figure 54: 1.1.19.2.1 Become Loyalty Program Participant decomposition
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Brief Description Provide an invitation to join a loyalty program, enable a party to join a program, and provide a loyalty program participant package. Extended Description Become Loyalty Program Participant provides an invitation to join a loyalty program, enables a party to join a program, and provides a loyalty program participant package. An invitation to a party suggests they join a loyalty program. The invitation can be made when a party, such as a customer or partner, initially engages with an enterprise. A party is established as a loyalty program participant and provided with a loyalty program account. A loyalty program ID may be issued by an enterprise, or a party may be able to create their own ID. A participant may also be required to accept a standard loyalty program agreement's terms & conditions. A loyalty program package for a program participant is created and provided it to them. A package is typically provided when a participant initial joins a loyalty program, achieves a new tier, or when participation is renewed, such as yearly. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Provide Loyalty Program Invitation Process Identifier: 1.1.19.2.1.1 Brief Description Provide an invitation to a party to join a loyalty program. Extended Description Provide Loyalty Program Invitation communicates an invitation to a party suggesting they join a loyalty program. The invitation can be made when a party, such as a customer or partner, initially engages with an enterprise. For example, when a customer creates an online account they could be immediately asked if there is a desire to join a loyalty program. If a party does not join when initially engaging with an enterprise an invitation may be communicated to them at a later time. TM Forum 2018. All Rights Reserved.
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Note that if invitations were not sent to applicable existing parties during the development of a loyalty program this process is responsible for doing so. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Join Loyalty Program Process Identifier: 1.1.19.2.1.2 Brief Description Join a loyalty program and set up a loyalty program account. Extended Description Join Loyalty Program enables a party to establish themselves as a loyalty program participant and establish a loyalty program account. A loyalty program ID may be issued by an enterprise, or a party may be able to create their own ID. A participant may also be required to accept a standard loyalty program agreement's terms & conditions. Existing information about a party can be used to establish the participant. A profile can be created for the participant by interacting with the Party Relationship & Development process. For example, suppose an enterprise has an agreement with a partner that allows a participant to earn currency in the partner's loyalty program; the participant may choose as a default to earn currency in the partner's program. Note that the sub-processes also update and remove information about a participant. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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Provide Loyalty Program Participant Package Process Identifier: 1.1.19.2.1.3 Brief Description Create a loyalty program package for a program participant and provide it to them. Extended Description Provide Loyalty Program Participant Package creates loyalty program package for a program participant and provides it to them. A package is typically provided when a participant initial joins a loyalty program, achieves a new tier, or when participation is renewed, such as yearly. A loyalty program card, if applicable, is produced as part of the package. The package may include a welcome as well as information about the loyalty program. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.19.2.1.2 Join Loyalty Program
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Figure 55: 1.1.19.2.1.2 Join Loyalty Program decomposition
Join Loyalty Program Process Identifier: 1.1.19.2.1.2 Brief Description Join a loyalty program and set up a loyalty program account. Extended Description Join Loyalty Program enables a party to establish themselves as a loyalty program participant and establish a loyalty program account. A loyalty program ID may be issued by an enterprise, or a party may be able to create their own ID. A participant may also be required to accept a standard loyalty program agreement's terms & conditions. Existing information about a party can be used to establish the participant. A profile can be created for the participant by interacting with the Party Relationship & Development process. For example, suppose an enterprise has an agreement with a partner that allows a participant to earn currency in the partner's loyalty program; the participant may choose as a default to earn currency in the partner's program. Note that the sub-processes also update and remove information about a participant. Explanatory N/A Mandatory N/A Optional N/A TM Forum 2018. All Rights Reserved.
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Interactions N/A
Establish Loyalty Program Participant Process Identifier: 1.1.19.2.1.2.1 Brief Description Create a loyalty program participant and establish a loyalty program account. Extended Description Establish Loyalty Program Participant creates a loyalty program participant and establish a loyalty program account. A loyalty program ID may be issued by an enterprise, or a party may be able to create their own ID. Existing information about a party can be used to establish the participant. The loyalty program account is associated with applicable loyalty program reward catalog(s). There may be requirements that limit which program(s) a participant may join. These are checked to ensure that a participant can join a loyalty program. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Accept Loyalty Program Agreement Process Identifier: 1.1.19.2.1.2.2 Brief Description Accept a standard loyalty program agreement's terms & conditions. Extended Description Accept Loyalty Program Agreement provides the opportunity for a loyalty program participant to accept a standard loyalty program agreement's terms & conditions. There may be a charge associated with joining a program. In this case there will be a product offering and price for joining associated with the agreement. Upon acceptance a customer or party order will be placed on behalf of the participant for the offering and payment will be made by the participant. TM Forum 2018. All Rights Reserved.
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Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Establish Loyalty Program Profile Process Identifier: 1.1.19.2.1.2.3 Brief Description Create a profile for a loyalty program participant. Extended Description Establish Loyalty Program Profile creates a profile for a loyalty program participant by interacting with the Party Relationship & Development process. For example, suppose an enterprise has an agreement with a partner that allows a participant to earn currency in the partner's loyalty program; the participant may choose as a default to earn currency in the partner's program. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.19.2.1.3 Provide Loyalty Program Participant Package
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Figure 56: 1.1.19.2.1.3 Provide Loyalty Program Participant Package decomposition
Provide Loyalty Program Participant Package Process Identifier: 1.1.19.2.1.3 Brief Description Create a loyalty program package for a program participant and provide it to them. Extended Description Provide Loyalty Program Participant Package creates loyalty program package for a program participant and provides it to them. A package is typically provided when a participant initial joins a loyalty program, achieves a new tier, or when participation is renewed, such as yearly. A loyalty program card, if applicable, is produced as part of the package. The package may include a welcome as well as information about the loyalty program. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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Create Loyalty Program Participant Package Process Identifier: 1.1.19.2.1.3.1 Brief Description Create a loyalty program package for a program participant. Extended Description Create Loyalty Program Participant Package creates a loyalty program package for a program participant. A package is typically provided when a participant initial joins a loyalty program, achieves a new tier, or when participation is renewed, such as yearly. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Produce Loyalty Program Participant Card Process Identifier: 1.1.19.2.1.3.2 Brief Description Produce a loyalty program card, if applicable, as part of a loyalty program participant package. Extended Description Not used for this process element. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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Process Identifier: 1.1.19.2.1.3.3 Brief Description Provide a loyalty program package to a participant. Extended Description Not used for this process element. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.19.2.2 Earn Loyalty Program Currency
Figure 57: 1.1.19.2.2 Earn Loyalty Program Currency decomposition
Earn Loyalty Program Currency Process Identifier: 1.1.19.2.2 Brief Description Earn loyalty program currency, either directly from an enterprise or via an enterprise's partner in the loyalty program. Extended Description Earn Loyalty Program Currency earns loyalty program currency, either directly from an enterprise or via an enterprise's loyalty program partner. TM Forum 2018. All Rights Reserved.
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This process may notify the Provide Loyalty Account Communication process, which manages operational communications with a loyalty program participant. It may also notify the Earn Loyalty Program Reward process if earning loyalty program currency qualifies a program participant for a reward. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Earn Loyalty Program Currency From Enterprise Process Identifier: 1.1.19.2.2.1 Brief Description Earn loyalty program currency directly from an enterprise. Currency is earned when an event triggers the evaluation of a loyalty program rule associated with an offering. Extended Description Earn Loyalty Program Currency From Enterprise earns loyalty program currency directly from an enterprise. Currency is earned when an event triggers the evaluation of a loyalty program rule associated with an offering. For example, an event may be the purchase of a product offering or the end of a year when loyalty program tiers are evaluated. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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Process Identifier: 1.1.19.2.2.2 Brief Description Earn loyalty program currency via an enterprise's loyalty program partner. A partner provides the currency or information that can be used to determine currency. Extended Description Earn Loyalty Program Currency From Enterprise Partner earns loyalty program currency via an enterprise's loyalty program partner. A partner provides the currency or information that can be used to determine currency. For example converting money charged to a credit card to a currency, such as points, of an enterprise's loyalty program. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Add Loyalty Program Currency to Loyalty Account Process Identifier: 1.1.19.2.2.3 Brief Description Add currency earned to a loyalty program participants balance. Extended Description Not used for this process element. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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Process Identifier: 1.1.19.2.2.4 Brief Description Provide a notification to the Provide Loyalty Account Communication process, which manages operational communications with a loyalty program participant. Extended Description Provide Manage Loyalty Program Account Notification provides a notification to the Provide Loyalty Account Communication process, which manages operational communications with a loyalty program participant. For example, when the currency earned qualifies the participant for a higher tier in the program. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Provide Earned Loyalty Program Reward Notification Process Identifier: 1.1.19.2.2.5 Brief Description Provide a notification to the Earn Loyalty Program Reward process if earning loyalty program currency qualifies a program participant for a reward. Extended Description Provide Earned Loyalty Program Reward Notification provides a notification to the Earn Loyalty Program Reward process if earning loyalty program currency qualifies a program participant for a reward. For example, after watching a certain number of videos a loyalty program participant can view one video free. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A TM Forum 2018. All Rights Reserved.
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1.1.19.2.2.2 Earn Loyalty Program Currency From Enterprise Partner
Figure 58: 1.1.19.2.2.2 Earn Loyalty Program Currency From Enterprise Partner decomposition
Earn Loyalty Program Currency From Enterprise Partner Process Identifier: 1.1.19.2.2.2 Brief Description Earn loyalty program currency via an enterprise's loyalty program partner. A partner provides the currency or information that can be used to determine currency. Extended Description Earn Loyalty Program Currency From Enterprise Partner earns loyalty program currency via an enterprise's loyalty program partner. A partner provides the currency or information that can be used to determine currency. For example converting money charged to a credit card to a currency, such as points, of an enterprise's loyalty program.
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Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Receive Loyalty Partner Currency Communication Process Identifier: 1.1.19.2.2.2.1 Brief Description Receive a loyalty program communication from a partner that provides loyalty program currency or information that can be used to determine the currency for one or more loyalty program participants. Extended Description Not used for this process element. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Calculate Loyalty Program Currency Process Identifier: 1.1.19.2.2.2.2 Brief Description Calculate the currency earned by a loyalty program participant based on a communication from a partner. Extended Description Not used for this process element.
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Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.19.2.3 Earn Loyalty Program Reward
Figure 59: 1.1.19.2.3 Earn Loyalty Program Reward decomposition
Earn Loyalty Program Reward Process Identifier: 1.1.19.2.3
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Brief Description Earn a loyalty program reward. A reward may be earned by a loyalty program participant based on currency earned or may be awarded based on an event. Communicate the attainment of an reward. Extended Description Earn Loyalty Program Reward earns a loyalty program reward. A reward may be earned by a loyalty program participant based on currency earned which is communicated to this process by the Provide Earned Loyalty Program Reward Notification process. A reward may also be awarded based on an event. This process may notify the Provide Loyalty Account Communication process, which manages operational communications with a loyalty program participant. In this case to inform a loyalty program participant that they have earned a reward. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Create Loyalty Program Reward Process Identifier: 1.1.19.2.3.1 Brief Description Earn a loyalty program reward. A reward may be earned by a loyalty program participant based on currency earned or may be awarded based on an event. Extended Description Create Loyalty Program Reward earns a loyalty program reward. A reward may be earned by a loyalty program participant based on currency earned which is communicated to this process by the Provide Earned Loyalty Program Reward Notification process. A reward may also be awarded based on an event, such as on the anniversary of a participants date of joining a loyalty program. Explanatory N/A Mandatory N/A TM Forum 2018. All Rights Reserved.
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Optional N/A Interactions N/A
Provide Loyalty Program Reward Notification Process Identifier: 1.1.19.2.3.2 Brief Description Communicate the attainment of an reward. Extended Description Provide Loyalty Program Reward Notification notifies the Provide Loyalty Account Communication process, which manages operational communications with a loyalty program participant. In this case to inform a loyalty program participant that they have earned a reward. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.19.2.4 Redeem Loyalty Program Currency
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Figure 60: 1.1.19.2.4 Redeem Loyalty Program Currency decomposition
Redeem Loyalty Program Currency Process Identifier: 1.1.19.2.4 Brief Description Use a program's currency to obtain an enterprise's or a loyalty program partner's product offerings. Reduce a participant's loyalty program account by the amount of currency used for obtaining product offering(s). Extended Description Redeem Loyalty Program Currency enables a loyalty program participant to use a program's currency to obtain an enterprise's or a loyalty program partner's product offering(s). The reward offering is obtained via the Product Offering Purchasing process, the Customer Order Handling process, or the Party Order Handling process. Redemption is made from the applicable loyalty program reward catalog(s) associated with the loyalty program participant's loyalty account. A loyalty program participant may also redeem a reward that has been earned by them. For example, a loyalty program signup reward that provides a discount on a purchase.
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A participant's loyalty program account is reduced by the amount of currency used for obtaining product offering(s) which is communicated to this process by the process used to obtain the reward. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Make Loyalty Program Redemption Process Identifier: 1.1.19.2.4.1 Brief Description Use a program's currency to obtain an enterprise's or a loyalty program partner's product offering(s). Extended Description Make Loyalty Program Redemption enables a loyalty program participant to use a program's currency to obtain an enterprise's or a loyalty program partner's product offering(s). The reward offering is obtained via the Product Offering Purchasing process, the Customer Order Handling process, or the Party Order Handling process. Redemption is made from the applicable loyalty program reward catalog(s) associated with the loyalty program participant's loyalty account. A loyalty program participant may also redeem a reward that has been earned by them. For example, a loyalty program signup reward that provides a discount on a purchase. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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Reduce Loyalty Program Account Balance Process Identifier: 1.1.19.2.4.2 Brief Description Reduce a participant's loyalty program account by the amount of currency used for obtaining product offering(s). Extended Description Not used for this process element. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.19.2.5 Manage Loyalty Program Account
Figure 61: 1.1.19.2.5 Manage Loyalty Program Account decomposition
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Process Identifier: 1.1.19.2.5 Brief Description Update a loyalty program account and make changes to loyalty program participant information. Expire, reinstate, transfer in/out, adjust, a loyalty participant's account currency. Prepare and send a loyalty program communication to a participant or for internal use by an enterprise. Extended Description Manage Loyalty Program Account updates to a loyalty program account, such as changing a pin/password or the name of the account. The Party Relationship Development & Retirement process is used to make changes to loyalty program participant information. It provides the ability to expire, reinstate, transfer in/out, adjust, a loyalty participant's account currency. It also prepares and sends a loyalty program communication to a participant or for internal use by an enterprise. Communications may be a loyalty program account summary, notification of tier upgrade/downgrade, reward notifications, upcoming expiration or expiration of program currency. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Update Loyalty Program Account Process Identifier: 1.1.19.2.5.1 Brief Description Update a loyalty program account and make changes to loyalty program participant information. Extended Description Update Loyalty Program Account makes updates to a loyalty program account, such as changing a pin/password or the name of the account. The Party Relationship Development & Retirement process is used to make changes to loyalty program participant information, such as name, contact information, profile, demographics, and bill/ship to.
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Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Manage Loyalty Program Account Currency Process Identifier: 1.1.19.2.5.2 Brief Description Expire, reinstate, transfer in/out, adjust, a loyalty participant's account currency. Extended Description Manage Loyalty Program Account Currency provides the ability to expire, reinstate, transfer in/out, adjust, a loyalty participant's account currency. The Provide Loyalty Account Communication process provides a notification of any of these types of updates. Note that transfer in/out may be subject to an agreement with a loyalty program partner. These updates are in addition to those made when earning loyalty program currency or redeeming loyalty program rewards. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Provide Loyalty Account Communication Process Identifier: 1.1.19.2.5.3
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Brief Description Prepare and send a loyalty program communication to a participant or for internal use by an enterprise. Extended Description Provide Loyalty Account Communication prepares and sends a loyalty program communication to a participant or for internal use by an enterprise. Communications may be a loyalty program account summary, notification of tier upgrade/downgrade, reward notifications, upcoming expiration or expiration of program currency. Other Loyalty Program Operation processes may provide information via a notification to this process should be contained on the communication. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.19.2.5.3 Provide Loyalty Account Communication
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Figure 62: 1.1.19.2.5.3 Provide Loyalty Account Communication decomposition
Provide Loyalty Account Communication Process Identifier: 1.1.19.2.5.3 Brief Description Prepare and send a loyalty program communication to a participant or for internal use by an enterprise. Extended Description Provide Loyalty Account Communication prepares and sends a loyalty program communication to a participant or for internal use by an enterprise. Communications may be a loyalty program account summary, notification of tier upgrade/downgrade, reward notifications, upcoming expiration or expiration of program currency. Other Loyalty Program Operation processes may provide information via a notification to this process should be contained on the communication. Explanatory N/A TM Forum 2018. All Rights Reserved.
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Mandatory N/A Optional N/A Interactions N/A
Prepare Loyalty Account Communication Process Identifier: 1.1.19.2.5.3.1 Brief Description Prepare a loyalty program communication to a participant or for internal use by an enterprise. Extended Description Prepare Loyalty Account Communication prepares a loyalty program communication to a participant or for internal use by an enterprise. Communications may be a loyalty program account summary, notification of tier upgrade/downgrade, reward notifications, upcoming expiration or expiration of program currency. Other Loyalty Program Operation processes may provide information via a notification to this process should be contained on the communication. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Send Loyalty Account Communication Process Identifier: 1.1.19.2.5.3.2 Brief Description Send a loyalty program communication to a participant or for internal use by an enterprise.
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Extended Description Not used for this process element. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.19.2.6 Leave Loyalty Program
Figure 63: 1.1.19.2.6 Leave Loyalty Program decomposition
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Process Identifier: 1.1.19.2.6 Brief Description Begin and complete the process of leaving an enterprise's loyalty program. A loyalty program participant or an enterprise may initiate this process. Extended Description Leave Loyalty Program begins and completes the process of leaving an enterprise's loyalty program. A loyalty program participant or an enterprise may initiate this process. An enterprise may initiate the process if the Provide Loyalty Program Operation Report has identified abuse of the program by a participant. Upon leaving a participant's status may be changed to reflect they are no longer a member, or the participant may be removed (deleted) from the program. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Initiate Leaving Loyalty Program Process Identifier: 1.1.19.2.6.1 Brief Description Begin the process of leaving an enterprise's loyalty program. A loyalty program participant or an enterprise may initiate this process. Extended Description Initiate Leaving Loyalty Program begins the process of leaving an enterprise's loyalty program. A loyalty program participant or an enterprise may initiate this process. An enterprise may initiate the process if the Provide Loyalty Program Operation Report has identified abuse of the program by a participant. This process provides information to the Prepare Loyalty Account Communication process to notify the participant of an enterprise's decision to terminate a party's participation in a loyalty program. If leaving is initiated by a participant the Prepare Loyalty Account Communication process may be provided information in an attempt to have a participant reconsider leaving. TM Forum 2018. All Rights Reserved.
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Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Complete Leaving Loyalty Program Process Identifier: 1.1.19.2.6.2 Brief Description Complete the process for a loyalty program participant to leave the program. Extended Description Complete Leaving Loyalty Program completes the process for a loyalty program participant to leave the program. A participant's status may be changed to reflect they are no longer a member, or the participant may be removed (deleted) from the program. Information is provided to the Provide Loyalty Account Communication process so that a notification of termination in the program can be prepared and send to a participant. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.1.19.2.7 Provide Loyalty Program Operation Report
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Figure 64: 1.1.19.2.7 Provide Loyalty Program Operation Report decomposition
Provide Loyalty Program Operation Report Process Identifier: 1.1.19.2.7 Brief Description Generate a loyalty program operation report, such as various loyalty program status reports, trend analysis, and reports that identify suspected abuse of a loyalty program. Extended Description Provide Loyalty Program Operation Report generates a loyalty program operation report, such as various loyalty program status reports, trend analysis, and reports that identify suspected abuse of a loyalty program. Recipient lists are maintained by a generalized process that should be developed and added to the Common Enterprise Process grouping in the Enterprise domain. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
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Provide Loyalty Program Status Process Identifier: 1.1.19.2.7.1 Brief Description Produce a variety of loyalty program status reports, such as churn and uptake. Extended Description Provide Loyalty Program Status produces a variety of loyalty program status reports, including, but not limited to, churn and uptake, currency earned and redeemed, rewards made and redeemed, and breakage. Breakage is the difference between points issued and points redeemed. It is the biggest driver of profit for a loyalty program. Some reports, such as churn, uptake, and breakage, may use data analytics to generate them. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
Analyze Loyalty Program Trend Process Identifier: 1.1.19.2.7.2 Brief Description Produce a variety of trend reports attempting to spot a pattern, or trend, in the information over a given time period. Extended Description Analyze Loyalty Program Trend produces a variety of trend reports attempting to spot a pattern, or trend, in the information over a given time period. The information analyzed is often similar to that contained in loyalty program status reports, such as churn, uptake and breakage. Trend analysis may employ data analytics and other techniques to identify a trend. Explanatory N/A
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Mandatory N/A Optional N/A Interactions N/A
Identify Loyalty Program Abuse Process Identifier: 1.1.19.2.7.3 Brief Description Identify and report possible loyalty program abuse. Extended Description Identify Loyalty Program Abuse identifies and reports possible loyalty program abuse. For example, a loyalty program member may repeatedly earn currency, redeem currency, and then return the offering(s) used to earn currency. Possible abuse may be communicated to Initiate Leaving Loyalty Program. Explanatory N/A Mandatory N/A Optional N/A Interactions N/A
1.2.1 Product & Offer Portfolio Planning
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Figure 65: 1.2.1 Product & Offer Portfolio Planning decomposition
Product & Offer Portfolio Planning Process Identifier: 1.2.1 Brief Description Develop strategies for products at the portfolio level. Extended Description Product & Offer Portfolio Planning processes develop strategies for products at the portfolio level. The decision is made as to which product types the enterprise wants or needs to offer, and how it plans to enter or grow in these sectors. This will be done based on multiple inputs: including Enterprise Strategies, Market Research and Market Analysis. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Gather & Analyze Product Information Process Identifier: 1.2.1.1 Brief Description Research information relating to product ideas and opportunities and identify product opportunities TM Forum 2018. All Rights Reserved.
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Extended Description Gather & Analyze Product Information processes research information relating to product ideas and opportunities and identify product opportunities based on the analysis of external and internal information sources. These processes encompass analysis to identify new products as well as reviewing existing products. They also include the establishment and management of relationships with external providers of product information, and the management of internal resources used for providing product information. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Establish Product Portfolio Strategy Process Identifier: 1.2.1.2 Brief Description Define and agree the product and offer portfolio structure to be used within the enterprise Extended Description The Establish Product Portfolio Strategy processes define the overall structure of the product portfolios to be used across the enterprise, or between or within business units. These products and product portfolios form the basis of offers made to customers. It includes the agreement on and implementation of cross-portfolio and cross-product coordination and management functions. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
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Produce Product Portfolio Business Plans Process Identifier: 1.2.1.3 Brief Description Develop product and product portfolio business plans to guide product development within the enterprise. Extended Description The Produce Product Portfolio Business Plans processes develop product and product portfolio business plans to guide new product development and enhancements for existing products within the enterprise. These plans include portfolio forecasts, negotiation for required level of resources, outlines of the strategy for offering of the products into the market, anticipated pricing strategies, projected revenues and costs, product performance requirements, operational requirements, gaining interdepartmental, process, infrastructure and supply chain commitment and executive approval, as well as communicating the plans. The portfolio plans can be developed top-down from the overall enterprise business strategy, or can be developed as a bottom-up amalgamation and summary of individual product plans contained within the portfolio, or some combination of the two approaches. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Gain Commitment to Product Business Plans Process Identifier: 1.2.1.4 Brief Description Gain enterprise commitment to the product portfolio strategy and individual product plans Extended Description The Gain Commitment to Product Business Plans processes gain enterprise commitment to the product portfolio strategy and individual product plans. These processes include all aspects of identification of stakeholders and negotiation to gain stakeholder approval. TM Forum 2018. All Rights Reserved.
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Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.2.1.1 Gather & Analyze Product Information
Figure 66: 1.2.1.1 Gather & Analyze Product Information decomposition
Gather & Analyze Product Information Process Identifier: 1.2.1.1 Brief Description Research information relating to product ideas and opportunities and identify product opportunities TM Forum 2018. All Rights Reserved.
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Extended Description Gather & Analyze Product Information processes research information relating to product ideas and opportunities and identify product opportunities based on the analysis of external and internal information sources. These processes encompass analysis to identify new products as well as reviewing existing products. They also include the establishment and management of relationships with external providers of product information, and the management of internal resources used for providing product information. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Gather Product Information Process Identifier: 1.2.1.1.1 Brief Description Establish and management of external providers and internal resources for providing product information. Extended Description Gather Product information processes focus on establishment and Management of relationships with external providers of product information, and management of internal resources used for providing product information. Information may also be gathered by interacting with processes that perform competitive analysis, market research, and market analysis. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use. TM Forum 2018. All Rights Reserved.
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Analyze Product Information Process Identifier: 1.2.1.1.2 Brief Description Identify new product offerings, review existing product offerings, research information about product offering ideas. Extended Description Analyze Product information processes focus on research of information relating to product ideas and opportunities and identify product opportunities based on analysis of the external and internal information sources. These processes are responsible for analysis to identify new product offerings as well as review of existing product offerings. If new resource and/or service infrastructure is needed then this process interacts with the processes that develop resource strategies and/or service strategies to insure new product offerings can be developed. Similarly interaction with market/sales strategy processes may result if new sales channels or market segments are needed. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.2.1.2 Establish Product Portfolio Strategy
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Figure 67: 1.2.1.2 Establish Product Portfolio Strategy decomposition
Establish Product Portfolio Strategy Process Identifier: 1.2.1.2 Brief Description Define and agree the product and offer portfolio structure to be used within the enterprise Extended Description The Establish Product Portfolio Strategy processes define the overall structure of the product portfolios to be used across the enterprise, or between or within business units. These products and product portfolios form the basis of offers made to customers. It includes the agreement on and implementation of cross-portfolio and cross-product coordination and management functions. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. TM Forum 2018. All Rights Reserved.
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Interactions Reserved for future use.
Define Overall Product Portfolios Structure Process Identifier: 1.2.1.2.1 Brief Description Define overall structure of product portfolios Extended Description Define overall product portfolios structure processes focus on defining overall structure of product portfolios to be used across the enterprise, or between or within business units. These products and product portfolios form the basis of offers made to customers. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Implement Product Portfolio Management Functions Process Identifier: 1.2.1.2.2 Brief Description Implement cross-portfolio and cross-product co-ordination Extended Description Implement product portfolio management functions processes focus on agreement on and implementation of cross-portfolio and cross-product co-ordination and, management functions. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. TM Forum 2018. All Rights Reserved.
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Interactions Reserved for future use.
1.2.1.3 Produce Product Portfolio Business Plans
Figure 68: 1.2.1.3 Produce Product Portfolio Business Plans decomposition
Produce Product Portfolio Business Plans Process Identifier: 1.2.1.3 Brief Description Develop product and product portfolio business plans to guide product development within the enterprise. Extended Description The Produce Product Portfolio Business Plans processes develop product and product portfolio business plans to guide new product development and enhancements for existing products within the enterprise. These plans include portfolio forecasts, negotiation for required level of resources, outlines of the strategy for offering of the products into the market, anticipated pricing strategies, projected revenues and costs, product performance requirements, operational requirements, gaining interdepartmental, process, infrastructure and supply chain commitment and executive approval, as well as communicating the plans. The portfolio plans can be developed top-down from the overall enterprise business strategy, or can be developed as a bottom-up amalgamation and summary of individual product plans contained within the portfolio, or some combination of the two approaches. Explanatory Reserved for future use. TM Forum 2018. All Rights Reserved.
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Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Co-ordinate Product Business Plans Process Identifier: 1.2.1.3.1 Brief Description Co-ordinate development of product and product portfolio business plans to guide new product development and enhancements for existing products within the enterprise. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Optional Reserved for future use. Interactions Reserved for future use.
Develop Product Portfolio Forecasts Process Identifier: 1.2.1.3.2 Brief Description Develop portfolio forecasts Extended Description Not used for this process element TM Forum 2018. All Rights Reserved.
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Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Negotiate Product Business Plan Resources Process Identifier: 1.2.1.3.3 Brief Description Negotiate for required level of resources Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Develop Outline Market Strategy Process Identifier: 1.2.1.3.4 Brief Description Develop outlines of the strategy for offering of the products into the market Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. TM Forum 2018. All Rights Reserved.
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Optional Reserved for future use. Interactions Reserved for future use.
Develop Product Pricing Strategy Process Identifier: 1.2.1.3.5 Brief Description Develop anticipated pricing strategies, Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Develop Revenue/Cost Projections Process Identifier: 1.2.1.3.6 Brief Description Develop projected revenues and costs Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use. TM Forum 2018. All Rights Reserved.
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Develop Product Performance Requirements Process Identifier: 1.2.1.3.7 Brief Description Develop product performance requirements Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Develop Product Operational Requirements Process Identifier: 1.2.1.3.8 Brief Description Develop operational requirements Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Gain Business Plan Commitment and Approval Process Identifier: 1.2.1.3.9 TM Forum 2018. All Rights Reserved.
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Brief Description Gain interdepartmental, process, infrastructure and partnering commitment and executive approval Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Communicate Business Plans Process Identifier: 1.2.1.3.10 Brief Description Communicating the plans Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use.
1.2.1.4 Gain Commitment to Product Business Plans
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Figure 69: 1.2.1.4 Gain Commitment to Product Business Plans decomposition
Gain Commitment to Product Business Plans Process Identifier: 1.2.1.4 Brief Description Gain enterprise commitment to the product portfolio strategy and individual product plans Extended Description The Gain Commitment to Product Business Plans processes gain enterprise commitment to the product portfolio strategy and individual product plans. These processes include all aspects of identification of stakeholders and negotiation to gain stakeholder approval. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Identify Stakeholders to Product Business plans Process Identifier: 1.2.1.4.1
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Brief Description Identify stakeholders of Product Business plans Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Gain Product Business Plans Stakeholders Approval Process Identifier: 1.2.1.4.2 Brief Description Negotiate and gain stakeholders' approval for product business plans. Extended Description Gain Product Business Plans Stakeholders Approval negotiates and gains stakeholders' approval for product business plans. Typical questions that may be asked are: Is it necessary to introduce a new product? When will the product break even? If the answer to the first question is no, then the plan may be rejected. If the break-even point is too far in the future the plan may be rejected or the plan may have to be revised so that the break-even point is reached sooner. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
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Gain Enterprise Commitment to Product Business plans Process Identifier: 1.2.1.4.3 Brief Description Gain Enterprise commitment to the product portfolio strategy and individual product plans Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.2.2 Product & Offer Capability Delivery
Figure 70: 1.2.2 Product & Offer Capability Delivery decomposition
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Product & Offer Capability Delivery Process Identifier: 1.2.2 Brief Description Manage the delivery and build of new or changed Product & Offer and delivery capabilities within an enterprise. Extended Description Based on the Product strategy for the enterprise, the Product & Offer Capability Delivery processes manage the delivery and build of new or changed Product offering and delivery capabilities within an enterprise. It also handles their requisite infrastructure, where the technologies, scope or type/depth of infrastructure is significantly different to that currently employed in the enterprise. e.g. introduction of Third-generation Mobile Telephony networks. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Define Product Capability Requirements Process Identifier: 1.2.2.1 Brief Description Define and obtain agreement to the detailed infrastructure requirements to support the product portfolio and individual product plans Extended Description The Define Product Capability Requirements processes define and obtain agreement to the detailed infrastructure requirements to support the product portfolio and individual product plans. Product infrastructure requirements to support new product initiatives for the product lifecycle management are captured in this process, as well as any product infrastructure requirements needed to support the specific offers being made to customers through the sales channels. These processes also identify the service infrastructure capabilities required to deliver the product infrastructure. The processes include any cross-enterprise co-ordination and management functions to ensure that the requirements capture the needs of all stakeholders. These processes provide input into the requirements capture processes in the Service TM Forum 2018. All Rights Reserved.
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and Party Offering Development & Retirement processes, and potentially the Resource, horizontal process groupings. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Capture Product Capability Shortfalls Process Identifier: 1.2.2.2 Brief Description Identify specific or imminent product capacity, product performance and/or product operational support shortfalls Extended Description The Capture Product Capability Shortfalls processes identify specific or imminent product capacity, product performance and/or product operational support shortfalls. These processes take information available from the Customer Relationship Management processes to establish detailed views of anticipated product capacity and performance shortfalls and support process issues. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Approve Product Business Case Process Identifier: 1.2.2.3
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Brief Description Develop and gain approval for a business case to develop and deliver the required capabilities, including identification of potential partners. Extended Description The Approve Product Business Case processes capture all activities required to develop and gain the necessary level of approval for a business case to develop and deliver the required capabilities, including identification of potential business partners. The business case should identify any required product infrastructure components, development costs and anticipated benefits, including revenue gains, productivity gains, performance improvements and/or operational cost improvements. The business case should also include a general view of the types of product offers which could be developed and deployed using the product infrastructure, but would not necessarily include a specific proposal to launch a specific product. This later activity is managed by the PLM processes. The processes include any cross-enterprise co-ordination and management functions to ensure that the business case is supported by all stakeholders. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Deliver Product Capability Process Identifier: 1.2.2.4 Brief Description Manage the co-coordinated delivery in line with the approved business case of all required product infrastructure capabilities for that business case across the enterprise Extended Description The Deliver Product Capability processes ensure the co-coordinated delivery in line with the approved business case of all required product infrastructure capabilities for that business case across the enterprise. It is predominantly a program/project management function, with the detailed management of individual infrastructure component delivery managed through separate processes. The processes track and ensure that the business case cost parameters are met, and anticipated benefits and ongoing operational costs are likely to be achieved TM Forum 2018. All Rights Reserved.
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Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Manage Handover to Product Operations Process Identifier: 1.2.2.5 Brief Description Manage the processes involved in handover of deployed product infrastructure to operational control Extended Description The Manage Handover to Product Operations processes manage the processes involved in handover of deployed product infrastructure to operational control. These processes ensure that all performance and operational design requirements have been met by the installed product infrastructure, and that all tools, test equipment, operational procedures, support groups, and training is in place to allow for successful operation. These processes include the management and coordination of all stakeholders required to gain approval and acceptance of the handover to operational control. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Manage Product Capability Delivery Methodology Process Identifier: 1.2.2.6
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Brief Description Define and manage the methodology to be adopted for product capability delivery across the enterprise Extended Description The Manage Product Capability Delivery Methodology processes define and manage the methodology to be adopted for product capability delivery across the enterprise. The processes define the procedures and steps to follow to ensure that all project activities across the enterprise to develop infrastructure capability are co-coordinated, visible and controlled. These processes define the steps in the methodology, and approval process or gates to be passed by individual product capability delivery projects, and may maintain a repository of all activities as a part of the coordination aspects. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.2.2.1 Define Product Capability Requirements
Figure 71: 1.2.2.1 Define Product Capability Requirements decomposition
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Process Identifier: 1.2.2.1 Brief Description Define and obtain agreement to the detailed infrastructure requirements to support the product portfolio and individual product plans Extended Description The Define Product Capability Requirements processes define and obtain agreement to the detailed infrastructure requirements to support the product portfolio and individual product plans. Product infrastructure requirements to support new product initiatives for the product lifecycle management are captured in this process, as well as any product infrastructure requirements needed to support the specific offers being made to customers through the sales channels. These processes also identify the service infrastructure capabilities required to deliver the product infrastructure. The processes include any cross-enterprise co-ordination and management functions to ensure that the requirements capture the needs of all stakeholders. These processes provide input into the requirements capture processes in the Service and Party Offering Development & Retirement processes, and potentially the Resource, horizontal process groupings. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Capture Product Infrastructure Requirements Process Identifier: 1.2.2.1.1 Brief Description These processes define the detailed infrastructure requirements to support the product portfolio and individual product plans. Product infrastructure requirements to support new product initiatives in the PLM vertical are captured in this process, as well as any product infrastructure requirements needed to support the specific offers being made to customers through the sales channels. These processes also identify the service infrastructure capabilities required to deliver the product infrastructure. Extended Description Not used for this process element
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Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Agree Product Infrastructure Requirements Process Identifier: 1.2.2.1.2 Brief Description These processes obtain agreement to the detailed infrastructure requirements to support the product portfolio and individual product plans. The processes include any cross-enterprise co-ordination and management functions to ensure that the requirements capture the needs of all stakeholders. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Report Product Infrastructure Requirements Process Identifier: 1.2.2.1.3 Brief Description These processes provide input into the requirements capture processes in the Service and Party Offering Development & Retirement processes, and potentially the Resource domain process groupings. Extended Description Not used for this process element TM Forum 2018. All Rights Reserved.
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Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.2.2.2 Capture Product Capability Shortfalls
Figure 72: 1.2.2.2 Capture Product Capability Shortfalls decomposition
Capture Product Capability Shortfalls Process Identifier: 1.2.2.2 Brief Description Identify specific or imminent product capacity, product performance and/or product operational support shortfalls Extended Description The Capture Product Capability Shortfalls processes identify specific or imminent product capacity, product performance and/or product operational support shortfalls. These processes take information available from the Customer Relationship Management processes to establish detailed views of anticipated product capacity and performance shortfalls and support process issues. TM Forum 2018. All Rights Reserved.
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Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Capture Product Capacity Shortfalls Process Identifier: 1.2.2.2.1 Brief Description These processes identify specific or imminent product capacity shortfalls. These processes take information available from the Customer Relationship Management processes to establish detailed views of anticipated product capacity issues. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Capture Product Performance Shortfalls Process Identifier: 1.2.2.2.2 Brief Description These processes identify specific or imminent product performance shortfalls. These processes take information available from the Customer Relationship Management processes to establish detailed views of anticipated product performance issues. Extended Description Not used for this process element
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Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Capture Product Operational Support Shortfalls Process Identifier: 1.2.2.2.3 Brief Description These processes identify specific or imminent product operational support shortfalls. These processes take information available from the Customer Relationship Management processes to establish detailed views of anticipated product operational support issues. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.2.2.3 Approve Product Business Case
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Figure 73: 1.2.2.3 Approve Product Business Case decomposition
Approve Product Business Case Process Identifier: 1.2.2.3 Brief Description Develop and gain approval for a business case to develop and deliver the required capabilities, including identification of potential partners. Extended Description The Approve Product Business Case processes capture all activities required to develop and gain the necessary level of approval for a business case to develop and deliver the required capabilities, including identification of potential business partners. The business case should identify any required product infrastructure components, development costs and anticipated benefits, including revenue gains, productivity gains, performance improvements and/or operational cost improvements. The business case should also include a general view of the types of product offers which could be developed and deployed using the product infrastructure, but would not necessarily include a specific proposal to launch a specific product. This later activity is managed by the PLM processes. The processes include any cross-enterprise co-ordination and management functions to ensure that the business case is supported by all stakeholders.
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Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Develop Product Business Case Process Identifier: 1.2.2.3.1 Brief Description These processes capture all activities required to develop a business case to develop and deliver the required capabilities, including identification of potential partners. The business case should identify any required product infrastructure components, development costs and anticipated benefits, including revenue gains, productivity gains, performance improvements and/or operational cost improvements. The business case should also include a general view of the types of product offers which could be developed and deployed using the product infrastructure, but would not necessarily include a specific proposal to launch a specific product. This later activity is managed by the PLM processes. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Gain Product Business Case Approval Process Identifier: 1.2.2.3.2
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Brief Description These processes capture all activities required to gain the necessary level of approval for a business case to develop and deliver the required capabilities. The processes include any cross-enterprise co-ordination and management functions to ensure that the business case is supported by all stakeholders. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.2.2.4 Deliver Product Capability
Figure 74: 1.2.2.4 Deliver Product Capability decomposition
Deliver Product Capability Process Identifier: 1.2.2.4
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Brief Description Manage the co-coordinated delivery in line with the approved business case of all required product infrastructure capabilities for that business case across the enterprise Extended Description The Deliver Product Capability processes ensure the co-coordinated delivery in line with the approved business case of all required product infrastructure capabilities for that business case across the enterprise. It is predominantly a program/project management function, with the detailed management of individual infrastructure component delivery managed through separate processes. The processes track and ensure that the business case cost parameters are met, and anticipated benefits and ongoing operational costs are likely to be achieved Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Co-ordinate Product Capability Delivery Process Identifier: 1.2.2.4.1 Brief Description These processes ensure the co-coordinated delivery in line with the approved business case of all required product infrastructure capabilities for that business case across the enterprise. It is predominantly a program/project management function, with the detailed management of individual infrastructure component delivery managed through separate processes. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use.
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Interactions Reserved for future use.
Track Product Capability Business Case Costs Process Identifier: 1.2.2.4.2 Brief Description These processes track and ensure that the business case cost parameters are met for all required product infrastructure capabilities. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Ensure Product Capability Benefits & Operational Costs Process Identifier: 1.2.2.4.3 Brief Description These processes track and ensure that the anticipated benefits and ongoing operational costs are likely to be achieved for all required product infrastructure capabilities. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use. TM Forum 2018. All Rights Reserved.
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1.2.2.5 Manage Handover to Product Operations
Figure 75: 1.2.2.5 Manage Handover to Product Operations decomposition
Manage Handover to Product Operations Process Identifier: 1.2.2.5 Brief Description Manage the processes involved in handover of deployed product infrastructure to operational control Extended Description The Manage Handover to Product Operations processes manage the processes involved in handover of deployed product infrastructure to operational control. These processes ensure that all performance and operational design requirements have been met by the installed product infrastructure, and that all tools, test equipment, operational procedures, support groups, and training is in place to allow for successful operation. These processes include the management and coordination of all stakeholders required to gain approval and acceptance of the handover to operational control. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use.
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Interactions Reserved for future use.
Co-ordinate Product Operational Handover Process Identifier: 1.2.2.5.1 Brief Description These processes co-ordinate the processes involved in handover of deployed product infrastructure to operational control, including the management and coordination of all stakeholders required to gain approval and acceptance of the handover. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Validate Product Infrastructure Design Process Identifier: 1.2.2.5.2 Brief Description These processes ensure that all performance and operational design requirements have been met by the installed product infrastructure. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use.
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Interactions Reserved for future use.
Ensure Product Handover Support Process Identifier: 1.2.2.5.3 Brief Description These processes ensure that all tools, test equipment, operational procedures, support groups, and training is in place to allow for successful operation. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.2.2.6 Manage Product Capability Delivery Methodology
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Figure 76: 1.2.2.6 Manage Product Capability Delivery Methodology decomposition
Manage Product Capability Delivery Methodology Process Identifier: 1.2.2.6 Brief Description Define and manage the methodology to be adopted for product capability delivery across the enterprise Extended Description The Manage Product Capability Delivery Methodology processes define and manage the methodology to be adopted for product capability delivery across the enterprise. The processes define the procedures and steps to follow to ensure that all project activities across the enterprise to develop infrastructure capability are co-coordinated, visible and controlled. These processes define the steps in the methodology, and approval process or gates to be passed by individual product capability delivery projects, and may maintain a repository of all activities as a part of the coordination aspects. Explanatory Reserved for future use. Mandatory Reserved for future use.
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Optional Reserved for future use. Interactions Reserved for future use.
Define Product Capability Delivery Methodology Process Identifier: 1.2.2.6.1 Brief Description These processes define the methodology to be adopted for product capability delivery across the enterprise. The processes define the procedures and steps to follow to ensure that all project activities across the enterprise to develop infrastructure capability are co-coordinated, visible and controlled. These processes define the steps in the methodology, and approval process or gates. Extended Description Not used for this process element Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Maintain Product Capability Delivery Repository Process Identifier: 1.2.2.6.2 Brief Description These processes manage the methodology to be adopted for product capability delivery across the enterprise. These processes may maintain a repository of all activities as a part of the coordination aspects, including approval process or gates to be passed by individual product capability delivery projects. Extended Description Not used for this process element Explanatory Reserved for future use. TM Forum 2018. All Rights Reserved.
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Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
1.2.4 Product Support & Readiness
Figure 77: 1.2.4 Product Support & Readiness decomposition
Product Support & Readiness Process Identifier: 1.2.4 Brief Description Product Support & Readiness processes ensure the support capability is in place to allow the CRM Fulfillment, Assurance and Billing processes to operate effectively. Product Support & Readiness processes ensure the support capability is in place to allow the CRM Fulfillment, Assurance and Billing processes to operate effectively.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Extended Description Product Support & Readiness processes ensure the support capability is in place to allow the Product Fulfillment, Assurance and Billing processes to operate effectively. The responsibilities of these processes include, but are not limited to: • Provision of product process infrastructure • Policy support and decision support knowledge for product offerings • Maintaining inventories to support the product data required by the FAB and CRM OS&R processes • Monitoring and reporting on the capabilities and costs of the individual Product FAB processes • Longer-term trend analysis on product FAB processes in order to establish the extent to which enterprise targets for these processes are being achieved and/or the need for the processes to be modified. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Support Customer QoS/SLA Process Identifier: 1.2.4.1 Brief Description Support Customer QoS/SLA Management processes by proactively monitoring and assessing the performance of purchased product offerings as a group against agreed QoS/SLA parameters, and monitoring, managing and reporting on the capability of the Customer QoS/SLA Management processes. Extended Description The responsibilities of the Support Customer QoS/SLA Management processes are twofold - support Customer QoS/SLA Management processes by proactively monitoring and assessing the performance of purchased product offerings as a group against agreed QoS/SLA parameters, and monitoring, managing and reporting on the capability of the Customer QoS/SLA Management processes. Proactive management is undertaken using a range of performance parameters, whether technical, time, economic or process related. The responsibilities of the processes include, but are not limited to: • Undertaking proactive monitoring regimes of groups of similar purchased product TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
offerings as required to ensure ongoing performance within agreed parameters over time; • Developing and maintaining, in the product offering repository, acceptable and/or commercially agreed performance threshold standards for purchased product offerings to support the Customer QoS/SLA Management processes; • Undertaking trend analysis, and producing reports, of the QoS performance of groups of like purchased product offerings to identify any longer term deterioration; • Monitoring and analyzing the purchased product offering performance analyses produced by the Customer QoS/SLA Management processes to identify problems that may be applicable to purchased product offerings as a whole; • Aggregate analysis of QoS performance across groups of customers or aggregate analysis of SLA types; • Sourcing details relating to purchased product offerings performance and analysis from the product offering inventory to assist in the development of trend analyses; • Logging the results of the analysis into the product offering inventory repository;• Establishing and managing facilities to inform customers of, and negotiate agreement for, planned service outages; • Tracking and monitoring of the Customer QoS/SLA Management processes and associated costs, and reporting on the capability of the Customer QoS/SLA Management processes; • Establishing and managing customer notification facilities and lists to support the Customer QoS/SLA Management notification and reporting processes • Supporting the Support Customer QoS/SLA Management process. Explanatory Reserved for future use. Mandatory Reserved for future use. Optional Reserved for future use. Interactions Reserved for future use.
Manage Product Offering Inventory Process Identifier: 1.2.4.2 Brief Description 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 in it.
TM Forum 2018. All Rights Reserved.
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Addendum DX – Process Decompositions and Descriptions Business Process Framework (eTOM) R17.5.1
Extended Description The purpose of the Manage Product Offering Inventory processes are twofold 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 in it. The product offering inventory maintains records of all product offerings, their interactions with the enterprise, and any other product offering relatedinformation, required to support CRM and other processes. The product offering inventory is also responsible for maintaining the association between customers and purchased product offering instances, created as a result of the Order Handling processes. Managing product offering inventory includes product creation, modification, update, deletion to the product offering inventory. Responsibilities of these processes include, but are not limited to:
• Identifying the inventory-relevant information requirements to be captured for product offerings ;
• Identifying, establishing and maintaining product offering inventory repository facilities;
• Establishing and managing the product offering inventory management and information capture processes;
• Managing the registration and access control processes that enable processes to create, modify, update, delete and/or download product offering data to and from the product offering inventory;
• Ensuring the product offering inventory repository accurately captures and records all identified product offering details, through use of automated or manual audits;
• Tracking and monitoring of the usage of, and access to, the product offering inventory repository and associated costs, and reporting on the findings
• Identifying any technical driven shortcomings of the product offering inventory repository, and providing input to Resource Development & Management processes to rectify these issues.