Business Process Framework (ETOM) Poster Frameworx 14

Business Process Framework (eTOM) Frameworx Release 14.0 STRATEGY, INFRASTRUCTURE & PRODUCT STRATEGY & COMMIT MARKETSTRATEGY&POLICY

   T    N    E    M    E    G    A    N    A    M    R    E    F    F    O    &    G    N    I    T    E    K    R    A    M

• • • • •

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

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

• • • • • •

PRODUCT LIFECYCLE MANAGEMENT

• • • • • • • •

DefineProductCapability Requirements Capture Product Capability Shortfalls Approve Product Business Case Deliver Product Capability Manage Handover to Product Operations ManageProductCapabilityDeliveryMethodology

Gather & Analyze New Product Ideas Assess Performance of Existing Products Develop New Product Business Proposal DevelopProductCommercializationStrategy DevelopDetailedProduct Specifications ManageProduct Development Launch New Products Manage Product Exit

MARKETINGCAPABILITYDELIVERY

• • • • •

OPERATIONS SUPPORT & READINESS

PRODUCT&OFFER DEVELOPMENT& RETIREMENT

PRODUCT&OFFER CAPABILITYDELIVERY

PRODUCT&OFFER PORTFOLIOPLANNING

• • • •

OPERATIONS

IN FRASTRUCTURE LIFECYCLE MANAGEMENT

DefineMarketingCapability Requirements Gain Marketing Capability Approval DeliverMarketing Infrastructure Manage Handover to Marketing Operations ManageMarketingCapability DeliveryMethodology

SALESDEVELOPMENT

• Monitor Sales & Channel Best Practice • Develop Sales & Channels Proposals • Develop New Sales Channels & Processes PRODUCTMARKETINGCOMMUNICATIONS&PROMOTION CATIONS&PROMOTION

• • • • • •

Define Product Marketing Promotion Strategy Develop Product & Campaign Message Select Message and Campaign Channels DevelopPromotionalCollateral Manage Message and Campaign Delivery Monitor Message & Campaign Effectiveness

   T    N    E    M    E    G    A    N    A    M    P    I    H    S    N    O    I    T    A    L    E    R    R    E    M    O    T    S    U    C

SERVICESTRATEGY& PLANNING

• • • • • • •

SERVICECAPABILITYDELIVERY

Gather & Analyze Service Information Manage Service Research Establish Service Strategy & Goals DefineServiceSupportStrategies Produce Service Business Plans DevelopServicePartnership Requirements GainEnterpriseCommitmentto eCommitmentto ServiceStrategies

• • • • • • •

SERVICEDEVELOPMENT&RETIREMENT

• • • • • • •

Map & Analyze Service Requirements Capture Service Capability Shortfalls Gain Service Capability Investment Approval DesignServiceCapabilities 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 DevelopDetailedService Specifications ManageService Development ManageService Deployment Manage Service Exit

ASSURANCE

SELLING

Manage Prospect • NegotiateSales/Contract QualifyOpportunity • DevelopSalesProposals Cross/UpSelling • ManageSalesAccounts Acquire Customer Data

• ApplyPricing,Discounting,Adjustments&Rebates • Create Customer Bill Invoice • Produce & Distribute Bill BILLPAYMENTS& RECEIVABLESMANAGEMENT

• ManageCustomerBilling • ManageCustomer • ManageCustomerPayments Debt Collection BILLINQUIRYHANDLING

CUSTOMERQoS/SLAMANAGEMENT

• • • • • •

• 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

ORDERHANDLING

• DetermineCustomer OrderFeasibility • AuthorizeCredit • Track & Manage Customer Order Handling

BILLINVOICEMANAGEMENT

• IsolateCustomerProblem • ReportCustomerProblem • Track & Manage Customer Problem • Close Customer Problem Report •  Create Customer Problem Report • Correct & Recover Customer Problem

• Track Leads • Issue & Distribute Marketing Collaterals • • • •

BILLING & REVEN UE MANAGEMENT

PROBLEMHANDLING

MARKETINGFULFILLMENTRESPONSE

• SupportCustomerInterface Management • SupportOrderHandling • SupportProblemHandling • Support Bill Invoice Management • SupportBill tBill Payments& ReceivablesManagement • Support Retention & Loyalty • SupportMarketingFulfillment • SupportSelling • Support Bill Inquiry Handling • Manage Campaign •  Manage Customer Inventory • Manage Product Offering Inventory •  Manage Sales Inventory • Support Customer QoS/SLA

• CompleteCustomer   Order • Rprt Customer Order Handling • Issue Customer Orders • Close Customer Order

• Notify Customer • CreateCustomerInteraction

• Track&ManageCustomerInteraction • UpdateCustomerInteraction

• ReportCustomerinteraction • CloseCustomerInteraction

• AuthenticateUser • LogCustomerInteraction

• Enrich Billing Events • Guide Billing Events

• CustomerInterfaceManagement

CUSTOMER MANAGEMENT •

Enable Retention & Loyalty

•

Establish Customer Relationship

•

Re-establish Customer Relationship

•

Terminate Customer Relationship

•

Update Customer Data

•

Notify Customer Data Change

•

Archive Customer Data

   T   S    N   N    O    E   I    M    T    E   A    G   R    A   E    N   P    A   O    M    &    E    C    I    V    R    E    S

SM&OSUPPORT& READINESS

• • • • •

• • • • • • • • •

• PerformRating • Apply Rate Level Discounts • Aggregate Items For Charging • ManageCustomerChargingHiearachy

Build a unified customer view

• ManageBalanceContainers • ManageBalancePolicies • ManageBalanceOperations • AuthorizeTransaction Based on Balance

SERVICEPROBLEMMANAGEMENT

SERVICECONFIGURATION&ACTIVATION

Manage Service Inventory Enable Service Configuration & Activation SupportServiceProblemManagement EnableServiceQuality Management Support Service & Specific Instance Rating

•

• Mediate Billing Events • Report Billing Event Records

CHARGING

MANAGEBALANCES

CUSTOMER INFORMATIONMANAGEM ENT

Create Customer Record

Create Customer Bill Inquiry Report Assess Customer Bill Inquiry Report Authorize Customer Bill Invoice Adjustment Track&ManageCustomerBillInquiryResolution Report Customer Bill Inquiry Close Customer Bill Inquiry Report

MANAGEBILLINGEVENTS

CUSTOMERINTERACTIONMANAGEMENT

•

   T   T    N   N    E   E    M    M    P   E    O   G    L   A    E   N    V   A    E   M    D    E   &    C    I    V    R    E    S

FU LFILLMENT

CRMSUPPORT& READINESS

• • • • • • •

Design Solution Allocate Specific Service Parameters to Services Track & Manage Service Provisioning Implement & Configure & Activate Service Test Service End-to-End Issue Service Orders ReportServiceProvisioning Close Service Order Recover Service

SERVICEGUIDING& MEDIATION

Create Service Trouble Report Diagnose Service Problem Correct & Resolve Service Problem Track & Manage Service Problem Close Service Trouble Report Survey & Analyze Service Problem ReportServiceProblem

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

SERVICEQUALITYMANAGEMENT

• • • • •

Monitor Srvc Quality Analyze Srvc Quality Improve Srvc Quality Report Srvc Quality Perf Create Service Perf DegradationReport

• Track & Manage Srvc Quality Perf Resolution • Close Service Perf DegradationReport

   )

    )

    K     R    &     O     W     T    T     N     E     &    N     G     N    E     T     I     U     P    M    O     M    P     C  ,     N    O     I     O    L     T     A     C     I     L     P     P     A     (

   E    V    E   T    D   N    E   E    C   M    R   E    U    O   G    S   A    E   N    R   A    M

   T   T    N   N    E   E    M    M    P   E    O   G    L   A    E   N    V   A    E    D   M    &    N    I    A    H    C    Y    L    P    P    U    S

RESOURCESTRATEGY&PLANNING

• • • • • • •

RESOURCECAPABILITYDELIVERY

Gather & Analyze Resource Information Manage Resource Research Establish Resource Strategy & Architecture DefineResourceSupportStrategies Produce Resource Business Plans Develop Resource Partnership Requirements GainEnterpriseCommitmentto eCommitmentto ResourcePlans cePlans

SUPPLYCHAINSTRATEGY& PLANNING

• • • • •

• • • • • • •

RESOURCEDEVELOPMENT& RETIREMENT

• • • • • • •

Map & Analyze Resource Requirements CaptureResourceCapabilityShortfalls GainResourceCapability InvestmentApproval DesignResourceCapabilities Enable Resource Support & Operations ManageResourceCapabilityDelivery Manage Handover to Resource Operations

SUPPLYCHAINCAPABILITYDELIVERY

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

• • • • • •

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

SUPPLYCHAIN DEVELOPMENT& CHANGEMANAGEMENT

• • • • •

Determinethe SourcingRequirements DeterminePotential Suppliers/Partners tners Manage the Tender Process Gain Tender Decision Approval NegotiateCommercialArrangements Gain Approval for Commercial Arrangements

ManageSupplier/PartnerEngagement Manage Supply Chain Contract Variation ManageSupplier/PartnerTermination EstablishSupplier/Partner Agreement TerminateSupplier/Partner Agreement

S/P(SOURCED) CAPABILITYDEVELOPMENT& RETIREMENT

• On-board Supplier/ Partner Capability

  r    &    k   o   w    T    t   e    N    N    d   n    E   g   a   n    i    M   t   u    E   p   m   o    G    C  ,    A   o   n    i    N    t   a   c    i    A    l   p   p    M   A    (    E   S    C    R   N    O    U   I    O   T    S   A    E   R    R   E    P    O

   R   T    E   N    E    N    T   M    R   E    A   G    P   A    /    R   N    A    E    I    L   M    P   P    P   I    H    U    S   S    N    O    I    T    A    L    E    R

RM&OSUPPORT& READINESS

• • • • • •

Enable Resource Provisioning Enable Resource Performance Management Support Resource Trouble Management Enable Resource Data Collection & Distribution Manage Resource Inventory ManageLogistics

WORKFORCEMANAGEMENT

• • • • •

AdministerandConfigureWorkforceManagement Manage Work Order Lifecycle MangeSchedulesand Appointments Plan and Forecast Workforce Management Report Workforce Management

RESOURCETROUBLE MANAGEMENT

RESOURCEPROVISIONING

• • • • • • • •

RESOURCEDATACOLLECTION& ON& DISTRIBUTION

• CollectManagementandSecurityInformation& Data

S/PRMSUPPORT& READINESS

• • • •

Allocate & Install Resource Configure & Activate Resource Test Resource Track & Manage Resource Provisioning ReportResourceProvisioning Close Resource Order Issue Resource Orders Recover Resource

• • • • • • • •

• Mediate Resource Usage Records • Report Resource Usage Records

RESOURCEPERFORMANCEMANAGEMENT

• • • • •

MonitorRsrcPerf • Create Rsrc Perf AnalyzeRsrcPerf DegradationRprt Control Rsrc Perf • Track & Manage Report Rsrc Perf Rsrc Perf Resolution Close Rsrc Perf Degradation Rprt

• ProcessManagementandSecurity Information & Data

S/PREQUISITIONMANAGEMENT

• SupportS/P tS/P RequisitionManagement • SupportS/P tS/P ProblemReporting& ng& Management • SupportS/P tS/P PerformanceManagement • SupportS/P tS/P Settlements& Payment Management • SupportS/P tS/P InterfaceManagement • ManageSuppl ier/Partner Inventory

RESOURCEMEDIATION&REPORTING

• ReportRsrcTbl Survey&Analyze RsrcTbl • CloseRsrcTbl Report LocalizeRsrcTbl Correct&RecoverRsrc Tbl • CreateRsrcTbl Rprt Track & Manage Rsrc Tbl

• DistributeManagementand Security Information & Data

S/PSETTLEMENTS&PAYMENTSMANAGEMENT

S/PPROBLEMREPORTING& MANAGEMENT

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)

• • • • •

• Audit and Security Data Collection & Distribution

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

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

S/PPERFORMANCEMANAGEMENT

• • • • •

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

S/PINTERFACEMANAGEMENT

• Manage S/P Requests (Including Self Service)

• Analyze & Report S/P Interactions

• Mediate& OrchestrateSupplier/PartnerInteractions

ENTERPRISE MANAGEMENT STRATEGIC & ENTERPRISE PLANNING STRATEGIC BUSINESS PLANNING

GROUP ENTERPRISE MANAGEMENT

ENTERPRISE RISK MANAGEMENT BUSINESS DEVELOPMENT

ITIL RELEASE &DEPLOYMENT MANAGEMENT

ENTERPRISE ARCHITECTURE MANAGEMENT

ITIL CHANGE MANAGEMENT

ENTERPRISE EFFECTIVENESS MANAGEMENT

BUSINESS CONTINUITY MANAGEMENT

SECURITY MANAGEMENT

AUDIT MANAGEMENT

INSURANCE MANAGEMENT

ITIL IT SERVICE CONTINUITYMANAGEMENT

ITIL PROBLEM MANAGEMENT

FRAUDMANAGEMENT

KNOWLEDGE & RESEARCH MANAGEMENT

PROCESSMANAGEMENT AND SUPPORT

ENTERPRISEQUALITY MANAGEMENT

PROGRAM & PROJECT MANAGEMENT

ENTERPRISE PERFORMANCE ASSESSMENT

FACILITIES MANAGEMENT & SUPPORT

ITIL SERVICE CATALOG MANAGEMENT

REVENUE ASSURANCE MANAGEMENT • ManageRevenueAssurance PolicyFramework • ManageRevenueAssuranceOperations • Support RevenueAssuranceOperations

ITIL INFO SECURITY MANAGEMENT

KNOWLEDGE MANAGEMENT

RESEARCH MANAGEMENT

TECHNOLOGY SCANNING