BUSINESS PROCESS FRAMEWORK (eTOM) RELEASE 12.

5
STRATEGY, INFRASTRUCTURE & PRODUCT
STRATEGY & COMMIT
MARKET STRATEGY & POLICY

OPERATIONS
PRODUCT LIFECYCLE MANAGEMENT
PRODUCT & OFFER DEVELOPMENT & RETIREMENT

INFRASTRUCTURE LIFECYCLE MANAGEMENT

PRODUCT & OFFER CAPABILITY DELIVERY

OPERATIONS SUPPORT & READINESS

CRM SUPPORT & READINESS

FULFILLMENT
MARKETING FULFILLMENT RESPONSE

ASSURANCE
CUSTOMER INTERFACE MANAGEMENT

BILLING & REVENUE MANAGEMENT

BILL INVOICE MANAGEMENT

MARKETING & OFFER MANAGEMENT

CUSTOMER RELATIONSHIP MANAGEMENT

Gather & Analyze Market Information Establish Market Strategy Establish Market Segments Link Market Segments & Products Gain Commitment to Marketing Strategy

Dene Product Capability Requirements Capture Product Capability Shortfalls Approve Product Business Case Deliver Product Capability Manage Handover to Product Operations Manage Product Capability Delivery Methodology

Gather & Analyze New Product Ideas Assess Performance of Existing Products Develop New Product Business Proposal Develop Product Commercialization Strategy Develop Detailed Product Specications Manage Product Development Launch New Products Manage Product Exit

PRODUCT & OFFER PORTFOLIO PLANNING

MARKETING CAPABILITY DELIVERY

Gather & Analyze Product Information Establish Product Portfolio Strategy Produce Product Portfolio Business Plans Gain Commitment to Product Business Plans

Dene Marketing Capability Requirements Gain Marketing Capability Approval Deliver Marketing Infrastructure Manage Handover to Marketing Operations Manage Marketing Capability Delivery Methodology

SALES DEVELOPMENT

Monitor Sales & Channel Best Practice Develop Sales & Channels Proposals Develop New Sales Channels & Processes
PRODUCT MARKETING COMMUNICATIONS & PROMOTION

Support Customer Interface Management Support Order Handling Support Problem Handling Support Bill Invoice Management Support Bill Payments & Receivables Management Support Retention & Loyalty Support Marketing Fulllment Support Selling Support Bill Inquiry Handling Manage Campaign Manage Customer Inventory Manage Product Offering Inventory Manage Sales Inventory Support Customer QoS/SLA

Issue & Distribute Marketing Collaterals Track Leads

SELLING

Manage Contact Manage Request (Including Self Service)

Analyze & Report on Customer Mediate & Orchestrate Customer Interactions

Apply Pricing, Discounting, Adjustments & Rebates Create Customer Bill Invoice Produce & Distribute Bill

BILL PAYMENTS & RECEIVABLES MANAGEMENT

Manage Prospect Develop Sales Proposals Qualify Opportunity Manage Sales Accounts Cross/Up Selling Acquire Customer Data Negotiate Sales/Contract

PROBLEM HANDLING

ORDER HANDLING

Isolate Customer Problem Report Customer Problem Track & Manage Customer Problem Close Customer Problem Report Create Customer Problem Report Correct & Recover Customer Problem Assess Customer QoS/SLA Performance Manage QoS/SLA Violation Report Customer QoS Perf Create Customer QoS Perf Degradation Report Track & Manage Customer QoS Perf Resolution Close Customer QoS Perf Degradation Report

Manage Customer Billing Manage Customer Manage Customer Payments Debt Collection
BILL INQUIRY HANDLING

Dene Product Marketing Promotion Strategy Develop Product & Campaign Message Select Message and Campaign Channels Develop Promotional Collateral Manage Message and Campaign Delivery Monitor Message & Campaign Effectiveness

Determine Customer Order Feasibility Authorize Credit Track & Manage Customer Order Handling Complete Customer Order Rprt Customer Order Handling Issue Customer Orders Close Customer Order

CUSTOMER QoS/SLA MANAGEMENT

Create Customer Bill Inquiry Report Assess Customer Bill Inquiry Report Authorize Customer Bill Invoice Adjustment Track & Manage Customer Bill Inquiry Resolution Report Customer Bill Inquiry Close Customer Bill Inquiry Report Mediate Billing Events Report Billing Event Records

MANAGE BILLING EVENTS

Enrich Billing Events Guide Billing Events

CHARGING

Perform Rating Apply Rate Level Discounts Aggregate Items For Charging Manage Customer Charging Hiearachy

RETENTION & LOYALTY

Personalize Customer Prole for Retention & Loyalty Establish & Terminate Customer Relationship

Build Customer Insight Analyze and Manage Customer Risk Validate Customer Satisfaction

MANAGE BALANCES

Manage Balance Containers Manage Balance Policies Manage Balance Operations Authorize Transaction Based on Balance

SERVICE DEVELOPMENT & MANAGEMENT

Gather & Analyze Service Information Manage Service Research Establish Service Strategy & Goals Dene Service Support Strategies Produce Service Business Plans Develop Service Partnership Requirements Gain Enterprise Commitment to Service Strategies

Map & Analyze Service Requirements Capture Service Capability Shortfalls Gain Service Capability Investment Approval Design Service Capabilities Enable Service Support & Operations Manage Service Capability Delivery Manage Handover to Service Operations

Gather & Analyze New Service Ideas Assess Performance of Existing Services Develop New Service Business Proposal Develop Detailed Service Specications Manage Service Development Manage Service Deployment Manage Service Exit

SERVICE MANAGEMENT & OPERATIONS

SERVICE STRATEGY & PLANNING

SERVICE CAPABILITY DELIVERY

SERVICE DEVELOPMENT & RETIREMENT

SM&O SUPPORT & READINESS

SERVICE CONFIGURATION & ACTIVATION

SERVICE PROBLEM MANAGEMENT

Manage Service Inventory Enable Service Conguration & Activation Support Service Problem Management Enable Service Quality Management Support Service & Specic Instance Rating

Design Solution Allocate Specic Service Parameters to Services Track & Manage Service Provisioning Implement & Congure & Activate Service Test Service End-to-End Issue Service Orders Report Service Provisioning Close Service Order Recover Service

Create Service Trouble Report Diagnose Service Problem Correct & Resolve Service Problem Track & Manage Service Problem Close Service Trouble Report Survey & Analyze Service Problem Report Service Problem Monitor Srvc Quality Analyze Srvc Quality Improve Srvc Quality Report Srvc Quality Perf Create Service Perf Degradation Report Track & Manage Srvc Quality Perf Resolution Close Service Perf Degradation Report

SERVICE GUIDING & MEDIATION

Mediate Service Usage Records Report Service Usage Records Guide Resource Usage Records

SERVICE QUALITY MANAGEMENT

RESOURCE MANAGEMENT & OPERATIONS (Application, Computing and Network)

RESOURCE DEVELOPMENT & MANAGEMENT (APPLICATION, COMPUTING & NETWORK)

RESOURCE STRATEGY & PLANNING

RESOURCE CAPABILITY DELIVERY

RESOURCE DEVELOPMENT & RETIREMENT

RM&O SUPPORT & READINESS

Gather & Analyze Resource Information Manage Resource Research Establish Resource Strategy & Architecture Dene Resource Support Strategies Produce Resource Business Plans Develop Resource Partnership Requirements Gain Enterprise Commitment to Resource Plans

Map & Analyze Resource Requirements Capture Resource Capability Shortfalls Gain Resource Capability Investment Approval Design Resource Capabilities Enable Resource Support & Operations Manage Resource Capability Delivery Manage Handover to Resource Operations

Gather & Analyze New Resource Ideas Assess Performance of Existing Resources Develop New Resource Business Proposal Develop Detailed Resource Specications Manage Resource Development Manage Resource Deployment Manage Resource Exit

Enable Resource Provisioning Enable Resource Performance Management Support Resource Trouble Management Enable Resource Data Collection & Distribution Manage Resource Inventory Manage Logistics Administer and Congure Workforce Management Manage Work Order Lifecycle Mange Schedules and Appointments Plan and Forecast Workforce Management Report Workforce Management

RESOURCE PROVISIONING

RESOURCE TROUBLE MANAGEMENT

WORKFORCE MANAGEMENT

Allocate & Install Resource Congure & Activate Resource Test Resource Track & Manage Resource Provisioning Report Resource Provisioning Close Resource Order Issue Resource Orders Recover Resource

Survey & Analyze Rsrc Tbl Report Rsrc Tbl Close Rsrc Tbl Report Localize Rsrc Tbl Correct & Recover Rsrc Tbl Create Rsrc Tbl Rprt Track & Manage Rsrc Tbl

RESOURCE MEDIATION & REPORTING

Mediate Resource Usage Records Report Resource Usage Records

RESOURCE PERFORMANCE MANAGEMENT

Monitor Rsrc Perf Create Rsrc Perf Analyze Rsrc Perf Degradation Rprt Control Rsrc Perf Track & Manage Report Rsrc Perf Rsrc Perf Resolution Close Rsrc Perf Degradation Rprt Distribute Management and Security Information & Data Audit and Security Data Collection & Distribution

RESOURCE DATA COLLECTION & DISTRIBUTION

Collect Management and Security Information & Data

Process Management and Security Information & Data

SUPPLY CHAIN DEVELOPMENT & MANAGEMENT

SUPPLY CHAIN STRATEGY & PLANNING

SUPPLY CHAIN CAPABILITY DELIVERY

SUPPLY CHAIN DEVELOPMENT & CHANGE MANAGEMENT

SUPPLIER/PARTNER RELATIONSHIP MANAGEMENT

S/PRM SUPPORT & READINESS

Gather & Analyze Supply Chain Information Establish Supply Chain Strategy & Goals Dene Supply Chain Support Strategies Produce Supply Chain Business Plans Gain Enterprise Commitment to Supply Chain Plans

Determine the Sourcing Requirements Determine Potential Suppliers/Partners Manage the Tender Process Gain Tender Decision Approval Negotiate Commercial Arrangements Gain Approval for Commercial Arrangements

Manage Supplier/Partner Engagement Manage Supply Chain Contract Variation Manage Supplier/Partner Termination Establish Supplier/ Partner Agreement Terminate Supplier/ Partner Agreement

Support S/P Requisition Management Support S/P Problem Reporting & Management Support S/P Performance Management Support S/P Settlements & Payment Management Support S/P Interface Management Manage Supplier/Partner Inventory

S/P REQUISITION MANAGEMENT

S/P PROBLEM REPORTING & MANAGEMENT

S/P SETTLEMENTS & PAYMENTS MANAGEMENT

S/P (SOURCED) CAPABILITY DEVELOPMENT & RETIREMENT

Select Supplier/Partner Determine S/P Pre-Requisition Feasibility Track & Manage S/P Requisition Receive & Accept S/P Requisition Initiate S/P Requisition Order Report S/P Requisition Close S/P Requisition Order Recover S/P Product (Service/ Resource)

Initiate S/P Problem Report Receive S/P Problem Report Track & Manage S/P Problem Resolution Report S/P Problem Resolution Close S/P Problem Report Monitor & Control S/P Service Performance Track & Manage S/P Performance Resolution Report S/P Performance Initiate S/P Performance Degradation Report Close S/P Performance Degradation Report

Manage Account Receive & Assess Invoice Negotiate & Approve Invoice Issue Settlements Notice & Payment

S/P PERFORMANCE MANAGEMENT

On-board Supplier/ Partner Capability

S/P INTERFACE MANAGEMENT

Manage S/P Requests (Including Self Service)

Analyze & Report S/P Interactions

Mediate & Orchestrate Supplier/Partner Interactions

ENTERPRISE MANAGEMENT
STRATEGIC & ENTERPRISE PLANNING
STRATEGIC BUSINESS PLANNING BUSINESS DEVELOPMENT ENTERPRISE ARCHITECTURE MANAGEMENT

ENTERPRISE RISK MANAGEMENT

BUSINESS CONTINUITY MANAGEMENT SECURITY MANAGEMENT

ENTERPRISE EFFECTIVENESS MANAGEMENT

FRAUD MANAGEMENT
REVENUE ASSURANCE MANAGEMENT
Manage Revenue Assurance Policy Framework Manage Revenue Assurance Operations Support Revenue Assurance Operations

KNOWLEDGE & RESEARCH MANAGEMENT

PROGRAM & PROJECT MANAGEMENT
KNOWLEDGE MANAGEMENT RESEARCH MANAGEMENT TECHNOLOGY SCANNING

PROCESS MANAGEMENT AND SUPPORT

ENTERPRISE QUALITY MANAGEMENT

AUDIT MANAGEMENT GROUP ENTERPRISE MANAGEMENT

INSURANCE MANAGEMENT

ITIL RELEASE & DEPLOYMENT MANAGEMENT

ITIL CHANGE MANAGEMENT

ITIL IT SERVICE CONTINUITY MANAGEMENT

ITIL PROBLEM MANAGEMENT

ITIL INFO SECURITY MANAGEMENT

ENTERPRISE PERFORMANCE ASSESSMENT

FACILITIES MANAGEMENT & SUPPORT

ITIL SERVICE CATALOG MANAGEMENT

FINANCIAL & ASSET MANAGEMENT

FINANCIAL MANAGEMENT ASSET MANAGEMENT PROCUREMENT MANAGEMENT

STAKEHOLDER & EXTERNAL RELATIONS MANAGEMENT

CORPORATE COMMUNICATIONS & IMAGE MANAGEMENT LEGAL MANAGEMENT REGULATORY MANAGEMENT

ITIL EVENT MANAGEMENT

ITIL SERVICE LEVEL MANAGEMENT

ITIL INCIDENT MANAGEMENT

HUMAN RESOURCES MANAGEMENT

HR POLICIES & PRACTICES ORGANIZATION DEVELOPMENT

ITIL CAPACITY MANAGEMENT

ITIL REQUEST FULFILLMENT

ITIL AVAILABILITY MANAGEMENT

WORKFORCE STRATEGY

COMMUNITY RELATIONS MANAGEMENT

SHAREHOLDER RELATIONS MANAGEMENT

BOARD & SHARES/SECURITIES MANAGEMENT

ITIL SERVICE ASSET AND CONFIGURATION MANAGEMENT

ITIL CONTINUAL SERVICE IMPROVEMENT

WORKFORCE DEVELOPMENT

EMPLOYEE & LABOR RELATIONS MANAGEMENT

For the Business Process Framework (eTOM) processes denitions please refer to TM Forum document GB921D v 12.5 . The complete eTOM documentation is available at www.tmforum.org. An electronic copy is available at http://www.amdocs.com/ posters | Business Process Framework 12 Poster design Amdocs. Business Process Framework content TeleManagement Forum 2012