TM Forum

Exploring SES Service Development Scenarios through

ITIL and the Process Framework
August 2013
TM Forum Approved Version 1.3.1
IPR Mode: RAND
Exploring SES Service Development Scenarios through ITIL and the Process Framework

Notice

Copyright © TM Forum 2014. All Rights Reserved.

This document and translations of it may be copied and furnished to others, and derivative
works that comment on or otherwise explain it or assist in its implementation may be prepared,
copied, published, and distributed, in whole or in part, without restriction of any kind, provided
that the above copyright notice and this section are included on all such copies and derivative
works. However, this document itself may not be modified in any way, including by removing
the copyright notice or references to TM FORUM, except as needed for the purpose of
developing any document or deliverable produced by a TM FORUM Collaboration Project Team
(in which case the rules applicable to copyrights, as set forth in the TM FORUM IPR Policy, must
be followed) or as required to translate it into languages other than English.

The limited permissions granted above are perpetual and will not be revoked by TM FORUM or
its successors or assigns.

This document and the information contained herein is provided on an "AS IS" basis and TM
FORUM DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO
ANY WARRANTY THAT THE USE OF THE INFORMATION HEREIN WILL NOT INFRINGE ANY
OWNERSHIP RIGHTS OR ANY IMPLIED WARRANTIES OF MERCHANTABILITY OR FITNESS FOR A
PARTICULAR PURPOSE.

TM FORUM invites any TM FORUM Member or any other party that believes it has patent
claims that would necessarily be infringed by implementations of this TM Forum Standards
Final Deliverable, to notify the TM FORUM Team Administrator and provide an indication of its
willingness to grant patent licenses to such patent claims in a manner consistent with the IPR
Mode of the TM FORUM Collaboration Project Team that produced this deliverable.

The TM FORUM invites any party to contact the TM FORUM Team Administrator if it is aware of
a claim of ownership of any patent claims that would necessarily be infringed by
implementations of this TM FORUM Standards Final Deliverable by a patent holder that is not
willing to provide a license to such patent claims in a manner consistent with the IPR Mode of
the TM FORUM Collaboration Project Team that produced this TM FORUM Standards Final
Deliverable. TM FORUM may include such claims on its website, but disclaims any obligation to
do so.

TM FORUM takes no position regarding the validity or scope of any intellectual property or
other rights that might be claimed to pertain to the implementation or use of the technology
described in this TM FORUM Standards Final Deliverable or the extent to which any license
under such rights might or might not be available; neither does it represent that it has made

© TM Forum 2014. All Rights Reserved. Page 2 of 14

Exploring SES Service Development Scenarios through ITIL and the Process Framework

any effort to identify any such rights. Information on TM FORUM's procedures with respect to
rights in any document or deliverable produced by a TM FORUM Collaboration Project Team
can be found on the TM FORUM website. Copies of claims of rights made available for
publication and any assurances of licenses to be made available, or the result of an attempt
made to obtain a general license or permission for the use of such proprietary rights by
implementers or users of this TM FORUM Standards Final Deliverable, can be obtained from the
TM FORUM Team Administrator. TM FORUM makes no representation that any information or
list of intellectual property rights will at any time be complete, or that any claims in such list
are, in fact, Essential Claims.

Direct inquiries to the TM Forum office:

240 Headquarters Plaza,

East Tower – 10th Floor,
Morristown, NJ 07960 USA
Tel No. +1 973 944 5100
Fax No. +1 973 944 5110
TM Forum Web Page: www.tmforum.org

© TM Forum 2014. All Rights Reserved. Page 3 of 14

Exploring SES Service Development Scenarios through ITIL and the Process Framework

Contents
Notice .............................................................................................................................................. 2
Contents .......................................................................................................................................... 4
Figures ............................................................................................................................................. 4
Introduction .................................................................................................................................... 5
Scenario 1: Developing a Digital Service Upgrade .......................................................................... 5
Overview ..................................................................................................................................... 5
Scope ........................................................................................................................................... 6
Service Development & Retirement Process Elements .............................................................. 7
Utilizing ITIL for Process Flows .................................................................................................... 9
Administrative Appendix .............................................................................................................. 14
Document History ..................................................................................................................... 14
Version History ...................................................................................................................... 14
Release History ...................................................................................................................... 14

Figures
Figure 1 - Scope in Process Framework terms of this Scenario (red enclosure) ............................ 7
Figure 2 - Service Development & Retirement and its level 3 and level 4 children ....................... 9
Figure 3 - ITIL Change Management – swimlanes (pre-approval stage) ....................................... 9
Figure 4 - ITIL Change Management – swimlanes (post-approval stage) ..................................... 10
Figure 5 – Service Development Change Management – (pre-approval stage)........................... 11
Figure 6 – Service Development Change Management – (post-approval stage) ......................... 11
Figure 7 – Service Development Level 4 Change Management – (pre-approval stage) .............. 12
Figure 8 – Process Framework and Service Development Change Management ........................ 13

© TM Forum 2014. All Rights Reserved. Page 4 of 14

Exploring SES Service Development Scenarios through ITIL and the Process Framework

Introduction

The Software Enabled Services (SES) project is developing a Digital Services Reference
Architecture (DSRA) as part of its work.

An aspect of this is how service development and deployment can be visualized using a
combination of ITIL practices and Process Framework process elements. The chosen
methodology is to use ITIL to identify steps in the lifecycle, and to map into the Process
Framework in the appropriate area(s) of the enterprise.

From separate TM Forum experience in linking the Process Framework with ITIL, it is
constructive to handle this by examining representative scenarios in this lifecycle, and modeling
process flows that address the scenarios. Again, from previous experience, detailed linkage with
ITIL can be examined at Level 4 of the Process Framework, and “missing” functionality required
by ITIL but not present of not explicit within the Process Framework, specified. This can then be
positioned as “candidate process functionality” elements that can be validated against the
Process Framework and, where necessary, new or modified Level 4 process elements proposed
to update the Process Framework so as then to fully address the ITIL needs. At that point, the
“candidate process functionality” elements that have now been absorbed into the main Process
Framework can then be discarded, since their functionality is now part of the Framework.

Note that this methodology requires that the chosen scenarios let us focus on the part of the
enterprise involved, so that we can choose the relevant Process Framework process elements,
and also on the ITIL practices that play a part in that scenario. This is therefore a progressive
exercise, with potentially a number of scenarios involved, that let us build up a picture of how
the DSRA is supported, and which areas of the enterprise (and thus the Process Framework)
and which ITIL practices relate to each scenario.

For this release, an initial scenario has been chosen and analyzed. This lets us explore the
scenario’s use of ITIL and the Process Framework, and also lets us demonstrate how the design
methodology is applied in practice, for insight and guidance to others.

Scenario 1: Developing a Digital Service Upgrade

Overview
During the lifetime of a digital service, some aspect of its scope may be altered, for example a
tariff change, or a change in some of its technical characteristics, or a change to its relationship
with other services. For this pass, we concentrate on the development of a digital service

© TM Forum 2014. All Rights Reserved. Page 5 of 14

Exploring SES Service Development Scenarios through ITIL and the Process Framework

upgrade, and regard as out of scope for this scenario the later deployment and operational use
(we may expand this scope in the future to embrace these areas also).

In terms of the Business Process Framework (eTOM), these development-focused changes take
us the Strategy, Infrastructure and Product (SIP) area of the Framework, and in particular the
Product Lifecycle Management column. Note this assumes we are focused on carrying through
development of the intended change, with the nature of the change already planned and
agreed elsewhere (i.e. in the Strategy & Commit area)

In terms of ITIL, a first focus is Change Management which sets out the steps for managing
changes generally. Here, we will interpret these steps in the context of the specific type of
change, and the impacted area of the enterprise (and hence Process Framework) involved. In
future passes, linkage with other ITIL practices may be added in.

An unavoidable complication in doing this is interpretation of “service”. ITIL does not

distinguish “service” and “product” as does Frameworx, and specifically as does the Process
Framework. Moreover, when talking of “digital services” in the DSRA, aspects of “product” are
also involved. We must therefore be aware of this, but as a first pass, we will here ignore this,
and analyze “Developing a Digital Service Upgrade” as if it aligns directly with the service layer
of the Process Framework model – i.e. for the SIP processes that are in scope, this involves the
“Service Development & Management” level 1 area. Note that in later passes, we will look
beyond this to enhance the results presented here at present – it is anticipated that this will
involve recursing the linkage between ITIL and the Process Framework, at the Product layer as
well as (as here) the Service layer.

Scope

In terms of the Business Process Framework (eTOM), the scope of this Scenario is the single
Level2 process element “Service Development & Retirement “(see Figure 1). We will analyze its
component Level 3s, and their component Level 4s, to explore detailed linkages with ITIL, and
to identify any “candidate process functionality” that emerges.

In terms of the IT Infrastructure Library (ITIL1), the scope of this this Scenario encompasses
activities within Change Management.

The focus of this analysis is the detailed specification and delivery of a set of processes, defined
in Business Process Management Notation (BPMN), that utilize all currently defined Business
Process Framework level 4 process elements within project scope to integrate ITIL activities in
the context of process flows.

1
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other
countries.

© TM Forum 2014. All Rights Reserved. Page 6 of 14

Exploring SES Service Development Scenarios through ITIL and the Process Framework

Figure 1 - Scope in Process Framework terms of this Scenario (red enclosure)

Note that the analysis seeks to identify areas where the detail within the ITIL practices is not
explicitly supported by the existing Level 4 process descriptions within the Process Framework.
This is then an opportunity to improve the Process Framework to ensure it is fully supportive of
ITIL in the area concerned.

Service Development & Retirement Process Elements

Service Development & Retirement, shown in Figure 2, is a level 2 process at the intersection of
the Service Development & Management level 1 process with the Product Lifecycle
Management vertical. It comprises seven level 3 processes (bolded in the Figure) that
represent all service-related activities concerned with the development lifecycle of services.
Not all these level 3s are weighty enough to require decomposition to level 4, but where level4s
have been defined these are shown below the parent level 3.

Brief description from GB921-D: “Service Development & Retirement processes are project
oriented in that they develop and deliver new or enhanced service types. These processes
include process and procedure implementation, systems changes and customer
documentation. They also undertake rollout and testing of the service type, capacity

© TM Forum 2014. All Rights Reserved. Page 7 of 14

Exploring SES Service Development Scenarios through ITIL and the Process Framework

management and costing of the service type. It ensures the ability of the enterprise to deliver
service types according to requirements.”

Service Development & 1.2.2.3 (2) eTOM Process

Retirement Type
Gather & Analyze New Service 1.2.2.3.1 (3) eTOM Process
Ideas Type
Analyze Service Classes 1.2.2.3.1.2 (4) eTOM Process
Type
Assess Performance of Existing 1.2.2.3.2 (3) eTOM Process
Services Type
Develop New Service Business 1.2.2.3.3 (3) eTOM Process
Proposal Type
Develop Service Business 1.2.2.3.3.1 (4) eTOM Process
Proposal Type
Gain Service Business Proposal 1.2.2.3.3.2 (4) eTOM Process
Approval Type
Develop Detailed Service 1.2.2.3.4 (3) eTOM Process
Specifications Type
Develop Detailed Service 1.2.2.3.4.1 (4) eTOM Process
Technical Specifications Type
Develop Detailed Service 1.2.2.3.4.2 (4) eTOM Process
Support Specifications Type
Develop Detailed Service 1.2.2.3.4.3 (4) eTOM Process
Operational Specifications Type
Develop Detailed Service 1.2.2.3.4.4 (4) eTOM Process
Customer Manuals Type
Manage Service Development 1.2.2.3.5 (3) eTOM Process
Type
Manage Service Deployment 1.2.2.3.6 (3) eTOM Process
Type
Manage Service Process & 1.2.2.3.6.1 (4) eTOM Process
Procedure Implementation Type

© TM Forum 2014. All Rights Reserved. Page 8 of 14

Exploring SES Service Development Scenarios through ITIL and the Process Framework

Manage Service Operational 1.2.2.3.6.2 (4) eTOM Process

Staff Training Type
Develop Service 1.2.2.3.6.3 (4) eTOM Process
Supplier/Partner Operational Type
Support

Manage Service Acceptance 1.2.2.3.6.4 (4) eTOM Process

Testing Type
Manage Service Exit 1.2.2.3.7 (3) eTOM Process
Type

Figure 2 - Service Development & Retirement and its level 3 and level 4 children

Utilizing ITIL for Process Flows

As described TR143 “Building Bridges: eTOM and ITIL”, the ITIL Practices can be used as a
“backdrop” for the Process Framework process flows, by drawing process swimlanes that utilize
the ITIL steps.

For Change Management, this produces the following swimlane view (see Figures 3 and 4):

Figure 3 - ITIL Change Management – swimlanes (pre-approval stage)

© TM Forum 2014. All Rights Reserved. Page 9 of 14

Exploring SES Service Development Scenarios through ITIL and the Process Framework

Figure 4 - ITIL Change Management – swimlanes (post-approval stage)

Process Framework process elements are now overlaid on these swimlanes, to form Process
Framework process flows that support the associated ITIL steps and practices.

As an initial pass, this is done for Level 3 process elements (see Figures 5 and 6).

© TM Forum 2014. All Rights Reserved. Page 10 of 14

Exploring SES Service Development Scenarios through ITIL and the Process Framework

Figure 5 – Service Development Change Management – (pre-approval stage)

Figure 6 – Service Development Change Management – (post-approval stage)

© TM Forum 2014. All Rights Reserved. Page 11 of 14

Exploring SES Service Development Scenarios through ITIL and the Process Framework

Based on the level 3 flows shown above, we can extend the analysis to show level 4 process
elements, where this adds value, in Figures 7 (see following text for the post-approval level 4s
that would have been expected as a Figure):

Figure 7 – Service Development Level 4 Change Management – (pre-approval stage)

For the post-approval stage, all three level 3s, as shown in Figure 6, decompose into a number
of level 4s which are each positioned exactly as their parent level 3. To avoid a complex diagram
that adds no new understanding, we therefore note this and continue to use Figure 6 as a
positioning guide.

Now, level 4 is the lowest level of process structure available at present in the Process
Framework for these processes, so we are now able to compare the process element
descriptions there with the ITIL detail, and identify any mismatches or shortfalls, using the
available level 4 descriptions, or level 3 descriptions where these are not available, for this.

Working through the material, we can identify the following:

ITIL step Supporting Process Alignment issues (i.e. possible

Framework element Process Framework gaps)
Receive RFC (Record RFC, Gather & Analyze New None identified
Filter Request) Service Ideas
Categorize and Develop Service Business None identified

© TM Forum 2014. All Rights Reserved. Page 12 of 14

Exploring SES Service Development Scenarios through ITIL and the Process Framework

Prioritize Proposal
Pass approved changes to Gain Service Business Role of CAB is not explicit.
CAB for actioning Proposal Approval Add content on CAB (or
equivalent) as decision focus
and point of contact for liaison
with stakeholders, including
management reporting
Review impact and resources Develop Service Business Well-covered, but maybe more
Proposal words on the resources needed
would help
Approve/reject change Gain Service Business Release scheduling not explicit
Proposal Approval and should be added
Coordinate Change Build Develop Detailed Service None (note: the contained level
(including reviewing test Specifications 4s are equivalent, for different
results and back out plan) areas of specification)
Manage Service Remediation (back-up) planning
“ Development not explicit and should be added
Manage Service Remediation (back-up), if
“ Deployment required, not explicit and should
be added
Coordinate Change Manage Service None identified
Implementation Deployment
Review Change and Manage Service Documentation not explicit and
Documentation Deployment should be added

Figure 8 – Process Framework and Service Development Change Management

So, the last column summarizes area for improvement in the Process Framework, to ensure full
support for ITIL Change Management, in the context of Service Development.

This becomes a checklist for potential process content updates. The new content may be
positioned, as an interim step, as “candidate process functionality” elements that are not
formally part of the Framework model, but signal that future Process Framework updates are
intended to absorb this functionality. When this is done, it can, either be by adding new text to
existing process elements, at Level 4 or level 3, or by introducing new process elements, likely
at level 4. At either the “candidate process functionality” stage, or when the Framework itself is
changed, a useful step can be to draw process flows that show the dynamics of how the
processes operate. This may not be necessary in all cases to gain the required insight on how
the Process Framework interacts with ITIL, but of course such flows are generally useful in
showing how the material can be used to address the scenarios being considered.

These are further steps to be included in the next version of this document.

© TM Forum 2014. All Rights Reserved. Page 13 of 14

Exploring SES Service Development Scenarios through ITIL and the Process Framework

Administrative Appendix
This Appendix provides additional background material about the TM Forum and this document. In general,
sections may be included or omitted as desired, however a Document History must always be included.

Document History

Version History

Version Number Date Modified Modified by: Description of

changes
1.0 Feb 13 Mike Kelly Initial draft
1.1 Apr 30, 2013 Alicja Kawecki Updated notice &
footer, minor
cosmetic fixes prior
to posting for
Member Evaluation
1.2 August 2013 Alicja Kawecki Updated to reflect
TM Forum
Approved status
1.3 August 2013 Alicja Kawecki Added IPR Mode to
cover page
1.3.1 November 2014 Alicja Kawecki Corrected TM
Forum name in
Notice, updated
header, footer

Release History

Release Number Date Modified Modified by: Description of

changes
<<Release Number DD/MMM/YY <<name>> Description e.g.
>> first issue of
document

© TM Forum 2014. All Rights Reserved. Page 14 of 14