SID

VERSION 22.0

information framework *PRELIMINARY **NOT FULLY DEVELOPED

MARKET & SALES STRATEGY PLAN** MARKETING CAMPAIGN MARKET SALES STATISTICS** SALES CHANNEL**
MARKET / SALES

Supports the business plans and strategies on how to address the market with appropriate products and channels. Supports marketing new or existing product offerings to identified target markets. For example, the launch of a pre-paid product with multiple promotions across
Maintains sales forecasts, new service requirements, customer needs, and customer education, Keeps track of distribution channels and sales activities, sales quotas, sales, contests, commission/
distribution channels, market segments and so forth; a new campaign for an existing product; a re-launch of a campaign for an existing product.
as well as calculating key performance indicators about Sales & Marketing revenue bonus plans, commissions/bonuses, and maintains groups of individuals
MARKET SEGMENT and sales channel performance. that make up the sales force.
Supports market segments, market statistics, and forecasts. COMPETITOR
Identifies other providers who compete in the same market segments, accumulates intelligence about the competitors, including products
MARKET SALES FORECAST**
MARKET SALES PARTY ROLES (price, Key Performance Indicators and so forth).
Maintains market and sales forecasts, new service requirements, customer needs,
Contains all Party Roles related to the Market Sales Domain such as Marketing Manger, Sales Agent...
SALES LEAD & OPPORTUNITY* and customer education.
SALES COMMISSION Provides the ability to track sales leads through their life cycle up until the time the prospect become customers, including proposals made
Contains all Business Entities used to specify commissions for Sales Agent, Employees... to potential customers, and the amount of potential revenue the leads represent in the form of a sales pipeline.
including commission rules and commissions applied.

CUSTOMER INTERACTION CUSTOMER PRODUCT ORDER CUSTOMER PROBLEM APPLIED CUSTOMER BILLING RATE CUSTOMER BILL COLLECTION
Represents communications with customers, and the translation of customer requests and Handles single customer orders and the various types thereof, such as Focuses on technical assistance and problem handling for customers. Deals with the correlation of related usage for subsequent rating, rates applied to the usage (both regulated and non-regulated), discounts to Handles credit violations, actions for overdue debts, and facility billing audits.
inquiries into appropriate “events” such as the creation of a customer order, the creation regulated and non-regulated orders. usage, and any taxes due on the rated usage.
of a customer bill inquiry, or the creation of a customer problem. CUSTOMER SLA CUSTOMER BILL INQUIRY**
CUSTOMER

CUSTOMER STATISTIC** Is a special case of the Service Level Agreement ABE where an involved party in the CUSTOMER BILL Represents invoice inquiries associated with invoices sent to customers and handles disputes and
CUSTOMER PARTY ROLES Represents the analysis of customer usage patterns, customer agreement is a Customer. See the Agreement ABE in the Engaged Party Domain for Handles real-time and non-real-time Call Detail Records (CDRs) and other sources of data that result in invoice items. The Customer Bill ABE
adjustments on individual charges, invoices, and accounts.
Focuses on all the PartyRoles related to Customer.a customer bill inquiry, or the creation profitability statistics and churn and retention statistics. details. also represents the format of a bill, schedule the production of bills, customer invoicing profiles, all the financial calculations necessary to
of a customer problem. determine the total of the bill (except for rating and rating discounts), and credits and adjustments to bills.
CUSTOMER BILLING ACCOUNT
Used to manage account and its balance information. Balance (or balances) represents an amount,
usually with some monetary value, usually an aggregation, that indicates an aspect of liability (often
financial) between the service provider and the account holder (usually a customer).

PRODUCT STRATEGIC PRODUCT PORTFOLIO PLAN** PRODUCT PERFORMANCE** PRODUCT CONFIGURATION PRODUCT TEST
Represents an instance of a product offering subscribed to by a party, The definition of how a Product operates or functions in terms of Characteristic Specification(s) and related A product test is a function performed on a product that results in measures
Is concerned with the plans of the product portfolio, which product offerings to make available to each market segment and the plans to Handles product performance goals, the results of end-to-end product performance assessments,
such as a customer, the place where the product is in use, as well as ResourceSpec(s), ProductSpec(s), ServiceSpec(s) as well as a representation of how a Product operates or being produced that reflect the functioning of the product under test.
development and deploy product offerings, as well as retirement of products. and the comparison of assessments against goals. The results may include the identification of
PRODUCT

configuration characteristics, such as assigned telephone numbers and functions in terms of characteristics and related Resource(s), Product(s), Service(s).
potential capacity issues.
internet addresses. The Product ABE also tracks the services and/or PRODUCT CAPACITY
PRODUCT OFFERING
resources through which the product is realized. LOYALTY Specific ability of Product domain entities measured in quantity
Represents tangible and intangible goods and services made available for a certain price to the market in the form of product catalogs. PRODUCT USAGE
Contains all entities useful to specify and instantiate loyalty programs which are used by the loyalty process and units of quantity over an extended period.
PRODUCT SPECIFICATION This ABE is also responsible for targeting market segments based on the appropriate market strategy. Represents occurrences of employing a Product for its intended purpose. Product Usage is defined
to retain customers.
Defines the functionality and characteristics of product offerings made by a Product Usage Specification and its associated Product Usage Specification Characteristic
available to the market. PRODUCT ORDER entities. Product Usage is an enrichment of Service Usage records and can be static (files with pre
Contains all entities required to specify a communication used to procure or update one or many Products in the context of a ProductOffering. defined usage records) or dynamic (as part of a synchronous protocol).
PRODUCT PARTY ROLES
Contains all Party Roles related to the Product

SERVICE SERVICE STRATEGY & PLAN** SERVICE PERFORMANCE SERVICE PROBLEM SERVICE TEST
Represents both customer-facing and resource-facing types of services. Entities in this Collects, correlates, consolidates, and validates various performance statistics and other operational characteristics Manages faults, alarms, and outages from a Service point-of-view. This is then correlated to trouble tickets, A service test is a function performed on a service that results in measures being
Addresses the need for enhanced or new Services, as well as the retirement of existing Services, by the enterprise.
ABE provide different views to examine, analyze, configure, monitor and repair Services of customer and resource facing service entities. It provides a set of entities that can monitor and report on regardless of whether the cause is physical or logical. Other entities in this ABE are used to direct the recovery produced that reflect the functioning of the service under test.
These entities have a strong dependency to both entities in the Resource and Product domains. Resulting efforts, such
of all types. Entities in this ABE are derived from Service Specification entities. performance. Each of these entities also conducts network performance assessment against planned goals, from each of these three types of problems. They provide the ability to associate Resource faults and alarms
as deciding what Resources to use to host a Service, or what Services are used to support new Product Specifications,
SERVICE

are also supported, as are service demand forecasts.

performs various aspects of trend analysis, including error rate and cause analysis and Service degradation. Entities to degradation and outages of Services that run on those Resources. These functions are independent of the SERVICE CAPACITY
SERVICE SPECIFICATION in this ABE also manage the traffic generated by a Service, as well as traffic trend analysis. Resources and technologies used to build the Service. A third set of entities in this ABE is used to differentiate Specific ability of Service domain entities measured in quantity and units of
Defines the invariant characteristics and behavior of both types of Service entities. SERVICE CONFIGURATION between customer-reported problems and network-induced problems. quantity over an extended period.
This enables multiple instances to be derived from a single specification entity. In this The definition of how a Service operates or functions in terms of Characteristic Specification(s) and related SERVICE USAGE
derivation, each instance will use the invariant characteristics and behavior defined in its ResourceSpec(s) and ServiceSpec(s) as well as a representation of how a Service operates or functions in terms of Collects Service consumption data, and generates Service usage records, for use by other business entities. The SERVICE ORDER
associated template. Entities in this ABE focus on adherence to standards, distinguishing characteristics and related Resource(s) and Service(s). entities in this ABE provide physical, logical, and network usage information. Service Usage can be static (files with Contains entities that represent a type of request that decomposes a Customer Order’s products into the
features of a Service, dependencies (both physical and logical, as well as on other pre defined usage records) or dynamic (as part of a synchronous protocol). services associated with a Service Order through which the products are realized.
services), quality, and cost. In general, entities in this ABE enable Services to be bound to SERVICE PARTY ROLES
Products and run using Resources. Contains all PartyRoles related to the Service Domain such as ServiceManager.

RESOURCE RESOURCE TOPOLOGY** RESOURCE PERFORMANCE RESOURCE STRATEGY & PLAN** RESOURCE TEST
Represent the various aspects of a Resource. This includes four sets of entities that represent: Collects, correlates, consolidates, and validates various performance statistics and other operational characteristics of Resource A resource test is an execution of functionality on a resource that results in
Defines physical, logical, and network topological information. This information is critical for Used to plan networks and resource elements both initially and for growth. It will coordinate both logical and physical resource
the physical and logical aspects of a Resource; show how to aggregate such resources into entities. It provides a set of entities that can monitor and report on performance. Each of these entities also conducts network measures being produced.
assessing the current state of the network, as well as providing information on how to fix growth. Inputs are budgets from business sources, service forecasts, current and projected network utilization, new technologies,
aggregate entities that have physical and logical characteristics and behavior; and show how performance assessment against planned goals, performs various aspects of trend analysis, including error rate and cause
problems, tune performance, and in general work with the network (both as a whole and with and retiring technologies. It handles the lifecycle (installation, modification, removal, and retirement) for both logical and physical
to represent networks, subnetworks, network components, and other related aspects of a analysis and Resource degradation. Entities in this ABE also define Resource loading, and traffic trend analysis. STOCK ITEM
RESOURCE

its components). Each of these topological views provides its own physical, logical, or network resources.
network. Covers all information needed by the supply chain. It includes the Stock
related information that can be used to manage one or more layers in a layered network.
RESOURCE USAGE Item catalogue, The Stock Items stored in a warehouse and the Stock Item
RESOURCE TROUBLE**
RESOURCE SPECIFICATION Collects Resource consumption data, and generates Resource usage records, for use by other business entities. The entities in Shipments specifying Stock Items movements (receiving or shipping)
RESOURCE CONFIGURATION
Defines the invariant characteristics and behavior of each type of Resource entities. This this ABE provide physical, logical, and network usage information. Resource usage collection is typically done within the network Manages problems found in allocated resource instances, regardless of whether the problem is physical or logical. Entities in this ABE
The definition of how a Resource operates or functions in terms of Characteristic Specification(s)
enables multiple instances to be derived from a single specification entity. In this derivation, elements and is exposed to other business entities only as service usage. Synchronous protocols can retrieve resource usage data detect these problems, act to determine their root cause, resolve these problems and maintain a history of the activities involved in RESOURCE CAPACITY
and related ResourceSpec(s), as well as a representation of how a Resource operates or functions
each instance will use the invariant characteristics and behavior defined in its associated from the network elements for use of other applications. diagnosing and solving the problem. Detecting problems can be done via software (e.g. responding to an alarm) and/or by hardware Specific ability of Resource domain entities measured in quantity and units of
in terms of characteristics and related Resource(s).
template. (e.g. a measurement or probe) and/or manually (e.g. visual inspection). This includes tracking, reporting, assigning people to fix the quantity over an extended period.
problem, testing and verification, and overall administration of repair activities.
RESOURCE PARTY ROLES RESOURCE ORDER
Contains all PartyRoles related to the Resource Domain such as Technician, ResourceManager. Contains entities related to a request to provide / update / remove Resources.
BUSINESS PARTNER

PARTY STRATEGY & PLAN** BUSINESS PARTNER PARTY ROLES PARTY BILL* PARTY INTERACTION* APPLIED PARTY BILLING RATE* BUSINESS PARTNER PRODUCT ORDER
The Business Partner Party Roles ABE manages Partner roles and Contains all entities required to specify a communication used to procure,
The strategies and the planning of the business relation with the other parties with input from other A total amount due from a PartyAccount for all products during the billing Represents communications with parties, and the translation of requests and inquiries into appropriate A charge or a credit assigned to the party’s account in the course or for the purpose of the billing process
related information. update or remove one or many Products in the context of a ProductOffering
ABEs, such as MarketSales, Party Performance and Competitor Analysis. period. “events” such as the creation of an order, the creation of a bill inquiry, or the creation of a problem.
for the Service Provider.
PARTY BILL COLLECTION*
PARTY PROBLEM* PARTY STATISTIC**
PARTY SERVICE LEVEL AGREEMENT* PARTY REVENUE & SETTLEMENTS
Focuses on technical assistance and problem handling reported to Represents enterprise revenue in the form of applied billing rates, bills, payments, and settlements.
The Party Bill Collection ABE handles credit violations, actions for overdue debts, and all what is related to PARTY PRODUCT SPECIFICATION AND OFFERING
Represents an SLA with one or more other parties. See the Agreement ABE for additional details. Represents the analysis of party usage patterns, profitability statistics. BusinessPartnerPayment. Represents the involvement parties playing roles have with Product
and by other parties.
Specifications and Product Offerings, such as ordered from and billed by.
BUSINESS PARTNER ACCOUNT
Contains all entities needed for specifying basic attributes and relationships that describe an account.

ENTERPRISE EFFECTIVENESS ENTERPRISE RISK WORKFORCE FINANCE**

ENTERPRISE

Enterprise Effectiveness represents all information used to evaluate the enterprise effectiveness, Represents all items that relate to risk of an enterprise. It also concerns security vulnerabilities and related events as Represents dispatched Field Force Management - human and other field resource with their roles, skills, calendars and other characteristics.
The Finance ABE aims to describe all what is related to the Enterprise finance such as financial accounts, general ledger...
such as Business Objectives and Processes. well as information related to Revenue Assurance such as areas of revenue leakage risk and operational capability to Also models work orders, catalogs of work descriptions, various schedules, as well as reservation and assignment of a technician to a task.
resolve any detected degradations and violations.

ENTERPRISE PARTY ROLES

Contains all PartyRoles related to the Enterprise such as Employee, Employer, Regulator...

ROOT BUSINESS ENTITIES LOCATION CATALOG PERFORMANCE TOPOLOGY** EVENT**

A set of common business entities that collectively serve as the foundation of the Represents the site or position of something, such as a customer’s address, the site A catalog can be defined as a collation of items and arranging them in a particular manner Represents a measure of the manner in which a Product and/or Service and/or Resource
Contains entities that are used to represent topological concepts that can be used to Contains entities that are used to represent events, their occurrence and
business view. This set of entities enables the entities in different domains of the SID equipment where there is a fault and where is the nearest person who could repair the based on the need. For example, a product catalog, a service catalog etc. The catalog is functioning.
model a large variety of topological relations between entities ranging from dependencies their recording within systems.
Framework to be associated with each other, providing greater overall coherence to the equipment, and so forth. Locations can take the form of coordinates and/or addresses and/or presentation can be in book form or web form.
COMMON BUSINESS ENTITIES

to connectivity.
information framework. physical representations. PROJECT CALENDAR
USAGE Represents the tools used by project managers to ensure that enterprise objectives of quality,
TROUBLE OR PROBLEM** Represents Entities used to provide time related functions.
BASE TYPES CAPACITY An occurrence of employing a Product, Service, or Resource for its intended purpose, cost, and time are achieved by planning and scheduling work. It uses common industry
This includes scheduling, time conflicts and time based presentation
A small simple object, like money or a date range, whose equality isn’t based on identity. Capacity represents the ability to provide a measured capability of the network. which is of interest to the business and can have charges applied to it. It is comprised of definitions of Project, Work Breakdown Structure and Activity to provide support to A description of a problem that can be shared between the service provider and the
support.
characteristics, which represent attributes of usage. project managers. customer. Trouble or Problem is an indication that an entity (such as Resource, Service or
TEST Product) is no longer functioning according to the expected SLA.
BUSINESS INTERACTION CONFIGURATION AND PROFILING
Represents an arrangement, contract, or communication between an enterprise and one A test is a function performed on a product, service, or resource that results in measures COMMUNICATIONS INTERACTION POLICY
The Communication Interaction ABE contains all entities needed for specifying a A set of layered ABEs that define specifications (for example, templates) and definitions METRIC The definition of how Product/Service/Resource operates or functions
or more other entities such as individuals and organizations (or parts of organizations). being produced that reflect the functioning of the entity under test.
Communication Interaction describing an exchange of information during a communication of Policy entities that can be used in managing the behavior and definition of entities in Defines standards of measurement including units and values and how the values are in terms of Characteristic Specifications(s) and related Product/Service/
Interactions take on the form of requests, responses, and notifications. Resource Specifications as well as Characteristics and related Product/
AGREEMENT between two or more human(s) and/or machine(s) during a period of time. other Domains. Policy takes three primary forms. The first is the definition of how policy is determined. It also includes thresholds used to evaluate the metric and the consequences of
used to manage the definition, change, and configuration of other entities. The second is violating the thresholds. Service/Resource entities.
PARTY Represents a contract or arrangement, either written or verbal and sometimes enforceable by
Represents the abstract concept of organization or individual that can play varying roles law, such as a service level agreement or a customer price agreement. An agreement involves PARTY PRIVACY the definition of how policy itself is managed. The third is how applications use policies to
Contains all entities used by the Party Privacy Management process for specifying  the manage entities. TROUBLE TICKET** ANOMALY
during interactions with an enterprise. Roles include customer, supplier/partner, employee, a number of other business entities, such as products, services, and resources and/or their
information concerned by Privacy rules,  the Privacy rules themselves,  and the choices made Aggregate group of business entities representing the Anomaly.
and so forth. specifications. Represents a record used for reporting and managing the resolution of Trouble
by Parties for their own Privacy. ACCOUNT or Problem.
PARTY PAYMENT DIGITAL IDENTITY Contains all entities needed for specifying basic attributes and relationships
Contains all Entities required to describe a payment such as PaymentMethod Contains all Business Entities used for enabling identification / authentification of Party or SEGMENTATION that describe an account. INTENT
and BankAccount. Resource in order to allow Party or Resource to use their permission carried by their roles. The Segmentation ABE contains all entities used for specifying rules to divide a large set of The Intent ABE contains the entities needed for specifying basic attributes
Entities instances into subsets according to criteria. ANOMALY CLOSED LOOP and relationships that describe an Intent.

upskill on
Closed loop aggregate business entity that governs the anomaly management.

Some details have been omitted due to space constraints. See complete Framework information at www.tmforum.org. A pdf version is also available on the website. Poster design © TM Forum 2022. File updated: August 26, 2022

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