Business Process

Framework (eTOM)
For The Information and Communications Services Industry

Addendum DX:
Extended Process Decompositions and Descriptions

Release 9.0
GB921 Addendum DX
TM Forum Approved Version 9.3

April, 2011

TM Forum 2011

 Business Process Framework (eTOM) – Extended Process Decompositions and Descriptions

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 Business Process Framework (eTOM) – Extended Process Decompositions and Descriptions

Table of Contents
NOTICE ....................................................................................................................................................................... 2
TABLE OF CONTENTS ............................................................................................................................................ 3
LIST OF FIGURES ................................................................................................................................................... 10
PREFACE .................................................................................................................................................................. 12
ETOM BUSINESS PROCESS FRAMEWORK ................................................................................................................. 12

INTRODUCTION ..................................................................................................................................................... 15
Process Associations and IDs .............................................................................................................................. 15
PROCESS DECOMPOSITIONS & DESCRIPTIONS .......................................................................................... 17
1.1.1.5 ORDER HANDLING ........................................................................................................................................ 17
Order Handling ................................................................................................................................................... 17
Determine Customer Order Feasibility ............................................................................................................... 18
Authorize Credit .................................................................................................................................................. 18
Receive PO & Issue Orders (DELETED) ............................................................................................................ 19
Track & Manage Customer Order Handling....................................................................................................... 19
Complete Customer Order ................................................................................................................................... 20
Issue Customer Orders ........................................................................................................................................ 20
Report Customer Order Handling ....................................................................................................................... 21
Close Customer Order ......................................................................................................................................... 22
1.1.1.5.4 TRACK & MANAGE CUSTOMER ORDER HANDLING ................................................................................... 23
Track & Manage Customer Order Handling....................................................................................................... 23
Manage Customer Order ..................................................................................................................................... 24
Track Customer Order......................................................................................................................................... 24
1.1.1.5.5 COMPLETE CUSTOMER ORDER .................................................................................................................. 26
Complete Customer Order ................................................................................................................................... 26
Manage Customer Information ........................................................................................................................... 27
Manage Customer Interaction ............................................................................................................................ 27
1.1.1.5.6 ISSUE CUSTOMER ORDERS ......................................................................................................................... 28
Issue Customer Orders ........................................................................................................................................ 28
Assess Customer Order........................................................................................................................................ 29
Issue Customer Order .......................................................................................................................................... 29
1.1.1.5.7 REPORT CUSTOMER ORDER HANDLING ..................................................................................................... 31
Report Customer Order Handling ....................................................................................................................... 31
Monitor Customer Order Status .......................................................................................................................... 32
Manage Customer Order Status Notification ...................................................................................................... 32
Report Customer Order Status ............................................................................................................................ 32
1.1.1.6 PROBLEM HANDLING .................................................................................................................................... 34
Problem Handling ............................................................................................................................................... 34
Isolate Customer Problem ................................................................................................................................... 35
Report Customer Problem ................................................................................................................................... 35
Track & Manage Customer Problem................................................................................................................... 36
Close Customer Problem Report ......................................................................................................................... 37
Create Customer Problem Report ....................................................................................................................... 37
Correct & Recover Customer Problem ............................................................................................................... 38
1.1.1.6.1 ISOLATE CUSTOMER PROBLEM .................................................................................................................. 39
Isolate Customer Problem ................................................................................................................................... 39
Verify Product Configuration .............................................................................................................................. 40
Perform Specific Customer Problem Diagnostics ............................................................................................... 40
Perform Specific Customer Problem Tests .......................................................................................................... 40

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Notify T&M Root Cause Customer Problem ....................................................................................................... 41

1.1.1.6.2 REPORT CUSTOMER PROBLEM ................................................................................................................... 42
Report Customer Problem ................................................................................................................................... 42
Monitor Customer Problem ................................................................................................................................. 43
Distribute Customer Problem Notifications ........................................................................................................ 43
Distribute Customer Problem Management Reports & Summaries .................................................................... 43
1.1.1.6.3 TRACK & MANAGE CUSTOMER PROBLEM ................................................................................................. 45
Track & Manage Customer Problem................................................................................................................... 45
Coordinate Customer Problem ............................................................................................................................ 46
Cancel Customer Problem ................................................................................................................................... 46
Escalate/End Customer Problem ......................................................................................................................... 47
Engage External Service Suppliers...................................................................................................................... 47
1.1.1.6.4 CLOSE CUSTOMER PROBLEM REPORT ....................................................................................................... 48
Close Customer Problem Report ......................................................................................................................... 48
Contact Customer for Feedback .......................................................................................................................... 48
1.1.1.6.6 CORRECT & RECOVER CUSTOMER PROBLEM ............................................................................................ 50
Correct & Recover Customer Problem ............................................................................................................... 50
Manage Product Restoration ............................................................................................................................... 51
Report Product Restoration Results .................................................................................................................... 51
1.1.2.2 SERVICE CONFIGURATION & ACTIVATION ................................................................................................... 52
Service Configuration & Activation .................................................................................................................... 52
Design Solution.................................................................................................................................................... 53
Allocate Specific Service Parameters to Services ................................................................................................ 54
Track & Manage Service Provisioning ............................................................................................................... 54
Implement, Configure & Activate Service ........................................................................................................... 55
Test Service End-to-End ...................................................................................................................................... 56
Deleted (1.1.2.2.6) ............................................................................................................................................... 57
Issue Service Orders ............................................................................................................................................ 57
Report Service Provisioning ................................................................................................................................ 58
Close Service Order ............................................................................................................................................. 58
Recover Service ................................................................................................................................................... 59
1.1.2.2.1 DESIGN SOLUTION ..................................................................................................................................... 60
Design Solution.................................................................................................................................................... 60
Develop Overall Service Design .......................................................................................................................... 61
Develop Service Implementation Plan ................................................................................................................. 61
Develop Detailed Service Design ........................................................................................................................ 62
1.1.2.2.2 ALLOCATE SPECIFIC SERVICE PARAMETERS TO SERVICES ........................................................................ 63
Allocate Specific Service Parameters to Services ................................................................................................ 63
Determine Service Parameter Availability .......................................................................................................... 64
Reserve Service Parameters ................................................................................................................................ 64
Release Service Parameter .................................................................................................................................. 64
Allocate Service Parameters................................................................................................................................ 65
1.1.2.2.3 TRACK & MANAGE SERVICE PROVISIONING ............................................................................................. 66
Track & Manage Service Provisioning ............................................................................................................... 66
Assign Service Provisioning Activity ................................................................................................................... 67
Track Service Provisioning Activity .................................................................................................................... 67
Manage Service Provisioning Activity ................................................................................................................. 68
1.1.2.2.4 IMPLEMENT, CONFIGURE & ACTIVATE SERVICE ....................................................................................... 69
Implement, Configure & Activate Service ........................................................................................................... 69
Configure Service ................................................................................................................................................ 70
Implement Service................................................................................................................................................ 70
Activate Service ................................................................................................................................................... 71
1.1.2.2.5 TEST SERVICE END-TO-END ...................................................................................................................... 72
Test Service End-to-End ...................................................................................................................................... 72
Test Service .......................................................................................................................................................... 73

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Develop Service Test Plans ................................................................................................................................. 73

Capture Service Test Results ............................................................................................................................... 73
1.1.2.2.7 ISSUE SERVICE ORDERS ............................................................................................................................. 75
Issue Service Orders ............................................................................................................................................ 75
Assess Service Request ........................................................................................................................................ 76
Create Service Orders ......................................................................................................................................... 76
Mark Service Order for Special Handling ........................................................................................................... 77
1.1.2.2.8 REPORT SERVICE PROVISIONING ............................................................................................................... 78
Report Service Provisioning ................................................................................................................................ 78
Monitor Service Order Status .............................................................................................................................. 79
Distribute Service Order Notification.................................................................................................................. 79
Distribute Service Provisioning Reports ............................................................................................................. 79
1.1.2.2.10 RECOVER SERVICE................................................................................................................................... 81
Recover Service ................................................................................................................................................... 81
Develop Service Recovery Plan ........................................................................................................................... 82
Provide Service Recovery Proposal Notification ................................................................................................ 82
Request Service Recovery Authorization ............................................................................................................. 82
Commence Service Recovery ............................................................................................................................... 83
Complete Service Recovery ................................................................................................................................. 83
1.1.2.3 SERVICE PROBLEM MANAGEMENT ............................................................................................................... 84
Service Problem Management ............................................................................................................................. 84
Create Service Trouble Report ............................................................................................................................ 85
Diagnose Service Problem .................................................................................................................................. 86
Correct & Resolve Service Problem .................................................................................................................... 86
Track & Manage Service Problem ...................................................................................................................... 87
Report Service Problem ....................................................................................................................................... 88
Close Service Trouble Report .............................................................................................................................. 89
Survey & Analyze Service Problem ..................................................................................................................... 89
1.1.2.3.1 CREATE SERVICE TROUBLE REPORT.......................................................................................................... 92
Create Service Trouble Report ............................................................................................................................ 92
Generate Service Problem ................................................................................................................................... 93
Convert Report To Service Problem Format ...................................................................................................... 93
Estimate Time for Restoring Service ................................................................................................................... 93
1.1.2.3.2 DIAGNOSE SERVICE PROBLEM ................................................................................................................... 95
Diagnose Service Problem .................................................................................................................................. 95
Verify Service Configuration ............................................................................................................................... 96
Perform Specific Service Problem Diagnostics ................................................................................................... 96
Perform Specific Service Problem Tests .............................................................................................................. 97
Schedule Routine Service Problem Tests ............................................................................................................. 97
Stop And Start Audit On Services ........................................................................................................................ 97
Notify T&M Root Cause Service Problem ........................................................................................................... 98
1.1.2.3.3 CORRECT & RESOLVE SERVICE PROBLEM ................................................................................................ 99
Correct & Resolve Service Problem .................................................................................................................... 99
Reassign / Reconfigure Failed Service .............................................................................................................. 100
Manage Service Restoration .............................................................................................................................. 100
Implement Service Problem Work Arounds ....................................................................................................... 101
Invoke Support Service Problem Management Processes ................................................................................. 101
1.1.2.3.4 TRACK & MANAGE SERVICE PROBLEM ................................................................................................... 102
Track & Manage Service Problem .................................................................................................................... 102
Coordinate Service Problem.............................................................................................................................. 103
Perform First in Service Testing ........................................................................................................................ 104
Cancel Service Problem .................................................................................................................................... 104
Escalate/End Service Problem........................................................................................................................... 104
Perform Final Service Test ................................................................................................................................ 105
Engage External Service Suppliers.................................................................................................................... 105

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1.1.2.3.5 REPORT SERVICE PROBLEM ..................................................................................................................... 107

Report Service Problem ..................................................................................................................................... 107
Monitor Service Problem ................................................................................................................................... 108
Distribute Service Problem Notifications .......................................................................................................... 108
Distribute Service Problem Management Reports & Summaries ...................................................................... 108
1.1.2.3.7 SURVEY & ANALYZE SERVICE PROBLEM ............................................................................................... 110
Survey & Analyze Service Problem ................................................................................................................... 110
Manage Service Alarm Event Notifications ....................................................................................................... 111
Filter Service Alarm Event Notifications ........................................................................................................... 112
Correlate Service Alarm Event Notifications .................................................................................................... 112
Abate Service Alarm Event Records ................................................................................................................. 113
Trigger Defined Service Alarm Action .............................................................................................................. 113
1.1.2.4 SERVICE QUALITY MANAGEMENT .............................................................................................................. 114
Service Quality Management ............................................................................................................................. 114
Monitor Service Quality .................................................................................................................................... 115
Analyze Service Quality ..................................................................................................................................... 116
Improve Service Quality .................................................................................................................................... 116
Report Service Quality Performance ................................................................................................................. 117
Create Service Performance Degradation Report ............................................................................................. 118
Track & Manage Service Quality Performance Resolution .............................................................................. 118
Close Service Performance Degradation Report............................................................................................... 119
1.1.2.4.1 MONITOR SERVICE QUALITY ................................................................................................................... 121
Monitor Service Quality .................................................................................................................................... 121
Manage Service Performance Quality Data ...................................................................................................... 122
Record Service Performance Quality Data ....................................................................................................... 123
Correlate Service Performance Event Notifications .......................................................................................... 123
1.1.2.4.2 ANALYZE SERVICE QUALITY ................................................................................................................... 124
Analyze Service Quality ..................................................................................................................................... 124
Perform Specific Service Performance Diagnostics .......................................................................................... 125
Manage Service Performance Data Collection Schedules ................................................................................ 125
1.1.2.4.3 IMPROVE SERVICE QUALITY .................................................................................................................... 127
Improve Service Quality .................................................................................................................................... 127
Reassign / Reconfigure Service or Service Parameters ..................................................................................... 128
Manage Service Improvement Notification and Authorization .......................................................................... 128
Develop Service Improvement Plans ................................................................................................................. 129
1.1.2.4.4 REPORT SERVICE QUALITY PERFORMANCE ............................................................................................. 130
Report Service Quality Performance ................................................................................................................. 130
Monitor Service Performance Degradation Report........................................................................................... 131
Report Constraints to Other Processes.............................................................................................................. 131
Distribute Service Quality Management Reports & Summaries........................................................................ 132
1.1.2.4.5 CREATE SERVICE PERFORMANCE DEGRADATION REPORT ...................................................................... 133
Create Service Performance Degradation Report ............................................................................................. 133
Generate Service Performance Degradation Problem ...................................................................................... 134
Convert Report To Service Performance Degradation Report Format ............................................................ 134
1.1.2.4.6 TRACK & MANAGE SERVICE QUALITY PERFORMANCE RESOLUTION ...................................................... 135
Track & Manage Service Quality Performance Resolution .............................................................................. 135
Coordinate Service Quality ............................................................................................................................... 136
Request Service Performance Degradation Report Creation and Update ........................................................ 137
Update First in Service Testing Results ............................................................................................................. 137
Cancel Service Performance Degradation Report ............................................................................................ 137
Escalate/End Service Performance Degradation Report .................................................................................. 138
Clear Service Performance Degradation Report Status .................................................................................... 138
Engage External Service Suppliers.................................................................................................................... 138
1.1.3.2 RESOURCE PROVISIONING .......................................................................................................................... 140
Resource Provisioning ....................................................................................................................................... 140

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Allocate & Install Resource ............................................................................................................................... 141

Configure & Activate Resource ......................................................................................................................... 142
Test Resource ..................................................................................................................................................... 143
Track & Manage Resource Provisioning .......................................................................................................... 143
Report Resource Provisioning ........................................................................................................................... 144
Close Resource Order........................................................................................................................................ 145
Issue Resource Orders ....................................................................................................................................... 145
Recover Resource .............................................................................................................................................. 146
Collect, Update & Report Resource Configuration Data (DELETED) ............................................................. 147
1.1.3.2.1 ALLOCATE & INSTALL RESOURCE ........................................................................................................... 148
Allocate & Install Resource ............................................................................................................................... 148
Determine Resource Availability ....................................................................................................................... 149
Reserve Resource ............................................................................................................................................... 149
Release Resource ............................................................................................................................................... 150
Allocate Resource .............................................................................................................................................. 150
Install and Commission Resource...................................................................................................................... 151
1.1.3.2.2 CONFIGURE & ACTIVATE RESOURCE....................................................................................................... 152
Configure & Activate Resource ......................................................................................................................... 152
Configure Resource ........................................................................................................................................... 153
Implement Resource .......................................................................................................................................... 153
Activate Resource .............................................................................................................................................. 154
1.1.3.2.3 TEST RESOURCE ...................................................................................................................................... 155
Test Resource ..................................................................................................................................................... 155
Test Specific Resources...................................................................................................................................... 156
Develop Test Plans ............................................................................................................................................ 156
Capture Test Results .......................................................................................................................................... 156
1.1.3.2.5 TRACK & MANAGE RESOURCE PROVISIONING ........................................................................................ 158
Track & Manage Resource Provisioning .......................................................................................................... 158
Coordinate Resource Provisioning Activity....................................................................................................... 159
Track Resource Provisioning Activity ............................................................................................................... 159
Manage Resource Provisioning Activity............................................................................................................ 160
1.1.3.2.6 REPORT RESOURCE PROVISIONING .......................................................................................................... 161
Report Resource Provisioning ........................................................................................................................... 161
Monitor Resource Order Status ......................................................................................................................... 162
Distribute Resource Order Notification ............................................................................................................ 162
Distribute Resource Provisioning Reports ........................................................................................................ 162
1.1.3.2.8 ISSUE RESOURCE ORDERS ....................................................................................................................... 164
Issue Resource Orders ....................................................................................................................................... 164
Assess Resource Request ................................................................................................................................... 165
Create Resource Orders .................................................................................................................................... 165
Mark Resource Order for Special Handling...................................................................................................... 166
1.1.3.2.9 RECOVER RESOURCE ............................................................................................................................... 167
Recover Resource .............................................................................................................................................. 167
Provide Resource Recovery Proposal Notification ........................................................................................... 168
Request Resource Recovery Authorization ........................................................................................................ 168
Commence Resource Recovery .......................................................................................................................... 169
Complete Resource Recovery ............................................................................................................................ 169
Recover Specific Resource ................................................................................................................................. 170
1.1.3.3 RESOURCE TROUBLE MANAGEMENT .......................................................................................................... 171
Resource Trouble Management ......................................................................................................................... 171
Survey & Analyze Resource Trouble ................................................................................................................. 172
Localize Resource Trouble ................................................................................................................................ 174
Correct & Resolve Resource Trouble ................................................................................................................ 174
Track & Manage Resource Trouble .................................................................................................................. 175
Report Resource Trouble ................................................................................................................................... 176

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Close Resource Trouble Report ......................................................................................................................... 177

Create Resource Trouble Report ....................................................................................................................... 177
1.1.3.3.1 SURVEY & ANALYZE RESOURCE TROUBLE ............................................................................................ 179
Survey & Analyze Resource Trouble ................................................................................................................. 179
Manage Resource Alarm Event Notifications .................................................................................................... 180
Filter Resource Alarm Event Notifications ........................................................................................................ 181
Correlate Resource Alarm Event Notifications ................................................................................................. 181
Abate Alarm Event Records .............................................................................................................................. 182
Trigger Defined Action ...................................................................................................................................... 182
1.1.3.3.2 LOCALIZE RESOURCE TROUBLE............................................................................................................... 183
Localize Resource Trouble ................................................................................................................................ 183
Verify Resource Configuration .......................................................................................................................... 184
Perform Specific Resource Trouble Diagnostics ............................................................................................... 184
Perform Specific Resource Trouble Tests .......................................................................................................... 185
Stop And Start Audit On Resources ................................................................................................................... 185
Schedule Routine Resource Trouble Tests ......................................................................................................... 185
Notify T&M Root Cause Resource Trouble ....................................................................................................... 186
1.1.3.3.3 CORRECT & RESOLVE RESOURCE TROUBLE ............................................................................................ 187
Correct & Resolve Resource Trouble ................................................................................................................ 187
Repair / Replace Failed Resource .................................................................................................................... 188
Isolate Unit with Fault ....................................................................................................................................... 188
Manage Standby Resource Units ....................................................................................................................... 189
Implement Resource Trouble Work Arounds ..................................................................................................... 189
Invoke Support Resource Trouble Management Processes ............................................................................... 189
1.1.3.3.4 TRACK & MANAGE RESOURCE TROUBLE ................................................................................................ 191
Track & Manage Resource Trouble .................................................................................................................. 191
Coordinate Resource Trouble............................................................................................................................ 192
Perform First in Testing .................................................................................................................................... 193
Cancel Resource Trouble .................................................................................................................................. 193
Escalate/End Resource Trouble......................................................................................................................... 193
Perform Final Test............................................................................................................................................. 194
Engaging External Suppliers ............................................................................................................................. 194
1.1.3.3.5 REPORT RESOURCE TROUBLE .................................................................................................................. 195
Report Resource Trouble ................................................................................................................................... 195
Monitor Resource Trouble ................................................................................................................................. 196
Distribute Notifications ..................................................................................................................................... 196
Distribute Management Reports & Summaries ................................................................................................. 196
1.1.3.3.7 CREATE RESOURCE TROUBLE REPORT .................................................................................................... 198
Create Resource Trouble Report ....................................................................................................................... 198
Generate Resource Trouble ............................................................................................................................... 199
Convert Report To Resource Trouble Format .................................................................................................. 199
Estimate Time For Restoring Resource ............................................................................................................ 200
1.3.2.6 REVENUE ASSURANCE MANAGEMENT ....................................................................................................... 201
Revenue Assurance Management ...................................................................................................................... 201
Manage Revenue Assurance Policy Framework ............................................................................................... 202
Manage Revenue Assurance Operations ........................................................................................................... 203
Support Revenue Assurance Operations............................................................................................................ 204
1.3.2.6.2 MANAGE REVENUE ASSURANCE OPERATIONS ........................................................................................ 206
Manage Revenue Assurance Operations ........................................................................................................... 206
Monitor Revenue Assurance Controls ............................................................................................................... 207
Create Revenue Assurance Trouble Report ....................................................................................................... 208
Assess Revenue Assurance Trouble ................................................................................................................... 208
Resolve Revenue Assurance Trouble ................................................................................................................. 209
Track & Manage Revenue Assurance Trouble Resolution ................................................................................ 210
Report Revenue Assurance ................................................................................................................................ 211

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Close Revenue Assurance Trouble Report......................................................................................................... 211

INDEX ...................................................................................................................................................................... 213
ADMINISTRATIVE APPENDIX .......................................................................................................................... 218
ACKNOWLEDGMENTS ............................................................................................................................................. 218
DOCUMENT HISTORY ............................................................................................................................................. 218
Version History .................................................................................................................................................. 218
Release History .................................................................................................................................................. 219

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List of Figures

Figure 1. Order Handling decomposition into level 3 processes .................................................. 17

Figure 2. Track & Manage Customer Order Handling decomposition into level 4 processes .... 23

Figure 3. Complete Customer Order decomposition into level 4 processes ............................... 26

Figure 4. Issue Customer Orders decomposition into level 4 processes .................................... 28

Figure 5. Report Customer Order Handling decomposition into level 4 processes.................... 31

Figure 6. Problem Handling decomposition into level 3 processes ............................................. 34

Figure 7. Isolate Customer Problem decomposition into level 4 processes................................ 39

Figure 8. Report Customer Problem decomposition into level 4 processes ............................... 42

Figure 9. Track & Manage Customer Problem decomposition into level 4 processes ............... 45

Figure 10. Close Customer Problem Report decomposition into level 4 processes................... 48

Figure 11. Correct & Recover Customer Problem decomposition into level 4 processes ......... 50

Figure 12. Service Configuration & Activation decomposition into level 3 processes ............... 52

Figure 13. Design Solution decomposition into level 4 processes............................................... 60

Figure 14. Allocate Specific Service Parameters to Services decomposition into level 4
processes ....................................................................................................................................... 63

Figure 15. Track & Manage Service Provisioning decomposition into level 4 processes .......... 66

Figure 16. Implement, Configure & Activate Service decomposition into level 4 processes ..... 69

Figure 17. Test Service End-to-End decomposition into level 4 processes ................................ 72

Figure 18. Issue Service Orders decomposition into level 4 processes ...................................... 75

Figure 19. Report Service Provisioning decomposition into level 4 processes .......................... 78

Figure 20. Recover Service decomposition into level 4 processes .............................................. 81

Figure 21. Service Problem Management decomposition into level 3 processes ....................... 84

Figure 22. Create Service Trouble Report decomposition into level 4 processes ...................... 92

Figure 23. Diagnose Service Problem decomposition into level 4 processes ............................. 95

Figure 24. Correct & Resolve Service Problem decomposition into level 4 processes .............. 99

Figure 25. Track & Manage Service Problem decomposition into level 4 processes ............... 102

Figure 26. Report Service Problem decomposition into level 4 processes ............................... 107

Figure 27. Survey & Analyze Service Problem decomposition into level 4 processes ............ 110

Figure 28. Service Quality Management decomposition into level 3 processes ....................... 114

Figure 29. Monitor Service Quality decomposition into level 4 processes ................................ 121

Figure 30. Analyze Service Quality decomposition into level 4 processes ............................... 124

Figure 31. Improve Service Quality decomposition into level 4 processes ............................... 127

Figure 32. Report Service Quality Performance decomposition into level 4 processes ........... 130

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Figure 33. Create Service Performance Degradation Report decomposition into level 4
processes ..................................................................................................................................... 133

Figure 34. Track & Manage Service Quality Performance Resolution decomposition into
level 4 processes ......................................................................................................................... 135

Figure 35. Resource Provisioning decomposition into level 3 processes ................................. 140

Figure 36. Allocate & Install Resource decomposition into level 4 processes .......................... 148

Figure 37. Configure & Activate Resource decomposition into level 4 processes ................... 152

Figure 38. Test Resource decomposition into level 4 processes ............................................... 155

Figure 39. Track & Manage Resource Provisioning decomposition into level 4 processes .... 158

Figure 40. Report Resource Provisioning decomposition into level 4 processes .................... 161

Figure 41. Issue Resource Orders decomposition into level 4 processes ................................. 164

Figure 42. Recover Resource decomposition into level 4 processes ........................................ 167

Figure 43. Resource Trouble Management decomposition into level 3 processes................... 171

Figure 44. Survey and Analyze Resource Trouble decomposition into level 4 processes ...... 179

Figure 45. Localize Resource Trouble decomposition into level 4 processes .......................... 183

Figure 46. Correct & Resolve Resource Trouble decomposition into level 4 processes ......... 187

Figure 47. Track & Manage Resource Trouble decomposition into level 4 processes ............. 191

Figure 48. Report Resource Trouble decomposition into level 4 processes ............................. 195

Figure 49. Create Resource Trouble Report decomposition into level 4 processes ................. 198

Figure 50. Revenue Assurance Management decomposition into level 3 processes ............... 201

Figure 51. Manage Revenue Assurance Operations decomposition into level 4 processes ... 206

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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. This Addendum is supplemented
by a further Addendum (GB921DX) that extends the process
decompositions in Addendum D - the split is intended to make
the document sizes more manageable, and these Addenda can
be regarded effectively as a single document.
A separate Application Note (GB921E) that shows recommended eTOM
process flows that address high-priority end-to-end business
issues

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An Addendum (GB921F) describing selected example 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 e-
business 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
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 Technical Report (TR143) that examines how eTOM can work
effectively in conjunction with ITIL (the separate framework
developed through itSMF)
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.

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Business Process Framework (eTOM) – Extended Process Decompositions and Descriptions

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 9.0 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.
Addendum D (Process Decompositions and Descriptions) provides the Level 2
and Level 3 decompositions and descriptions these high-level process
groupings. This Addendum extends this to the next decomposition level, so
that Level 4 decompositions and descriptions are provided for the OPS
(Operations) and SIP (Strategy, Infrastructure & Product) areas of eTOM (note
that this new detail is being provided progressively so not all process elements
may be decomposed).
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 Support & Process Management (shown under Customer
Relationship Management Level 2 Process Descriptions, below) has the
indication (CRM-OSR) 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

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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

1.1.1.5 Order Handling

Figure 1. Order Handling decomposition into level 3 processes

Order Handling

Process Identifier: 1.1.1.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Responsible for accepting and issuing orders.

Extended Description
Order Handling processes are responsible for accepting and issuing orders. They deal
with pre-order feasibility determination, credit authorization, order issuance, order status
and tracking, customer update on order activities and customer notification on order
completion. Responsibilities of the Order Handling processes include, but are not limited
to:

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· Issuing new customer orders, modifying open customer orders or canceling open
customer orders;
· Verifying whether specific non-standard offerings sought by customers are feasible and
supportable;
· Checking the credit worthiness of customers as part of the customer order process;
· Testing the completed offering to ensure it is working correctly;
· Updating of the Customer Inventory Database to reflect that the specific product offering
has been allocated, modified or cancelled;
· Assigning and tracking customer provisioning activities;
· Managing customer provisioning jeopardy conditions; and
· Reporting progress on customer orders to customer and other processes.

Determine Customer Order Feasibility

Process Identifier: 1.1.1.5.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Check the availability and/or the feasibility of providing and supporting standard and
customized product offerings where specified to a customer.

Extended Description
The purpose of the Determine Customer Order Feasibility process is to check the
availability and/or the feasibility of providing and supporting standard and customized
product offerings where specified as part of the standard product offering process flow, to
a customer.

These processes invoke requests to SM&O provisioning processes to determine the

availability and supportability of product offerings to a customer.

These processes are also responsible for determining whether the offering can be
supported by other CRM processes.

Authorize Credit

Process Identifier: 1.1.1.5.2

Process Context

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This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Assess a customer's credit worthiness in support of managing customer risk and
company exposure to bad debt

Extended Description
The purpose of the Authorize Credit processes is to assess a customer’s credit
worthiness in support of managing customer risk and company exposure to bad debt.
This process is responsible for initiating customer credit checks and for authorizing credit
and credit terms in accordance with established enterprise risk and policy guidelines

Receive PO & Issue Orders (DELETED)

Process Identifier: 1.1.1.5.3 (This Process ID has been deliberately unused!)

Process Context
[Not Available]

Brief Description
[Not Available]

Extended Description
[Not Available]

Track & Manage Customer Order Handling

Process Identifier: 1.1.1.5.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Ensure customer provisioning activities are assigned, managed and tracked efficiently to
meet the agreed committed availability date

Extended Description
The objective of the Track & Manage Customer Order Handling processes is to ensure
customer provisioning activities are assigned, managed and tracked efficiently to meet
the agreed committed availability date.

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Responsibilities of these processes include, but are not limited to:

· Scheduling, assigning and coordinating customer provisioning related activities;
· Generating the respective service order creation request(s) to Issue Service Orders
based on specific customer orders;
· Escalating status of customer orders in accordance with local policy;
· Undertaking necessary tracking of the execution process;
· Adding additional information to an existing customer order;
· Modifying information in an existing customer order;
· Modifying the customer order status;
· Canceling a customer order when the initiating sales request is cancelled;
· Monitoring the jeopardy status of customer orders, and escalating customer orders as
necessary; and
· Indicating completion of a customer order by modifying the customer order status.
Note that some specific product components may be delivered directly by
suppliers/partners. In these cases the Track & Manage Customer Order Handling
process is responsible for initiating requests, through S/P Requisition Management for the
delivery by the supplier/partner of the specific product components.

Complete Customer Order

Process Identifier: 1.1.1.5.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Manage customer information and interactions after customer contracts or associated
service orders have been finalized and during the order completion phase

Extended Description
The purpose of the Complete Customer Order processes is to manage customer
information and interactions after customer contracts or associated service orders have
been finalized and during the order completion phase. The customer may participate in
commissioning or end-to-end testing and then satisfactory delivery. The customer is
trained in the functionality and benefits of the solution. These processes are responsible
for ensuring that any customer information required by other CRM processes is updated
as part of the customer order completion.

Issue Customer Orders

Process Identifier: 1.1.1.5.6

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Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Issue correct and complete customer orders

Extended Description
The purpose of the Issue Customer Orders processes is to issue correct and complete
customer orders. These processes ensure that all necessary information about the
Customer Order (for example, type of product, install address, special requirements, etc.)
is available. The customer orders may be required to satisfy pertinent customer requests
from the Selling processes (in particular taking into account the purchase order from
Negotiate Sales), may arise as a result of requests for customer provisioning activity to
satisfy customer problem restoration activities, may arise to alleviate customer
performance issues. These processes assess the information contained in the customer
order relating to the sales request or initiating customer process request to determine the
associated customer orders that need to be issued. The issued customer order may
require a feasibility assessment, may require new provisioning activities, may require a
change to a previously issued customer order, or may require cancellation of a previously
initiated customer order. The customer order may also relate to the cancellation of
previously purchased specific services. Where, the initiating request for a purchased
product offering has a standard customer order this process is responsible for issuing the
customer order, and for creating a record of the relevant initiating sales request and the
associated customer order. Where the initiating request for a purchased product offering
has special or unusual requirements, and a specific feasibility assessment has been
previously undertaken, this process is responsible for issuing the customer order, and for
creating a record of the relevant initiating request information and the associated
customer order. Where the initiating request for a purchased product offering has special
or unusual requirements, and a specific feasibility assessment has not been previously
undertaken, this process marks the issued customer order as requiring special handling,
and passes management for further processing to the Track & Manage Customer Order
Handling process. The orchestration, if required, and tracking of the customer order
progress is the responsibility of the Track & Manage Customer Order Handling
processes.

Report Customer Order Handling

Process Identifier: 1.1.1.5.7

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description

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Monitor the status of customer orders, provide notifications of any changes and provide
management reports.

Extended Description
The objective of the Report Customer Order Handling processes is to monitor the status
of customer orders, provide notifications of any changes and provide management
reports. These processes are responsible for continuously monitoring the status of
customer orders and managing notifications to processes and other parties registered to
receive notifications of any status changes. Notification lists are managed and maintained
by the Support Order Handling processes. These processes record, analyze and assess
the customer order status changes to provide management reports and any specialized
summaries of the efficiency and effectiveness of the overall Order Handling process.
These specialized summaries could be specific reports required by specific customers.

Close Customer Order

Process Identifier: 1.1.1.5.8

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Close a customer order when the customer provisioning activities have been completed.
Monitor the status of all open customer orders, and recognize that a customer order is
ready to be closed when the status is changed to completed.

Extended Description
The objective of the Close Customer Order processes is to close a customer order when
the customer provisioning activities have been completed. These processes monitor the
status of all open customer orders, and recognize that a customer order is ready to be
closed when the status is changed to completed.

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1.1.1.5.4 Track & Manage Customer Order

Handling

Figure 2. Track & Manage Customer Order Handling decomposition into level 4 processes

Track & Manage Customer Order Handling

Process Identifier: 1.1.1.5.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Ensure customer provisioning activities are assigned, managed and tracked efficiently to
meet the agreed committed availability date

Extended Description
The objective of the Track & Manage Customer Order Handling processes is to ensure
customer provisioning activities are assigned, managed and tracked efficiently to meet
the agreed committed availability date.
Responsibilities of these processes include, but are not limited to:
· Scheduling, assigning and coordinating customer provisioning related activities;
· Generating the respective service order creation request(s) to Issue Service Orders
based on specific customer orders;
· Escalating status of customer orders in accordance with local policy;

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· Undertaking necessary tracking of the execution process;

· Adding additional information to an existing customer order;
· Modifying information in an existing customer order;
· Modifying the customer order status;
· Canceling a customer order when the initiating sales request is cancelled;
· Monitoring the jeopardy status of customer orders, and escalating customer orders as
necessary; and
· Indicating completion of a customer order by modifying the customer order status.
Note that some specific product components may be delivered directly by
suppliers/partners. In these cases the Track & Manage Customer Order Handling
process is responsible for initiating requests, through S/P Requisition Management for the
delivery by the supplier/partner of the specific product components.

Manage Customer Order

Process Identifier: 1.1.1.5.4.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Schedule, assign and coordinate customer provisioning related activities. Generate the
respective service order creation request(s) to Issue Service Orders based on specific
customer orders. Escalate status of customer orders in accordance with local policy.
Add additional information to an existing customer order. Modify information in an
existing customer order. Cancel a customer order when the initiating sales request is
cancelled. If some specific product components are delivered directly by
suppliers/partners, initiate requests, through S/P Requisition Management, for the
delivery by the supplier/partner of the specific product components.

Extended Description
[Not Available]

Track Customer Order

Process Identifier: 1.1.1.5.4.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

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Brief Description
Undertake necessary tracking of the execution process. Modify the customer order
status. Monitor the jeopardy status of customer orders, escalating customer orders as
necessary.

Extended Description
[Not Available]

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1.1.1.5.5 Complete Customer Order

Figure 3. Complete Customer Order decomposition into level 4 processes

Complete Customer Order

Process Identifier: 1.1.1.5.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Manage customer information and interactions after customer contracts or associated
service orders have been finalized and during the order completion phase

Extended Description
The purpose of the Complete Customer Order processes is to manage customer
information and interactions after customer contracts or associated service orders have
been finalized and during the order completion phase. The customer may participate in
commissioning or end-to-end testing and then satisfactory delivery. The customer is
trained in the functionality and benefits of the solution. These processes are responsible
for ensuring that any customer information required by other CRM processes is updated
as part of the customer order completion.

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Manage Customer Information

Process Identifier: 1.1.1.5.5.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Manage customer information after customer contracts or associated service orders have
been finalized and during the order completion phase. Ensure that any customer
information required by other CRM processes is updated as part of the customer order
completion.

Extended Description
[Not Available]

Manage Customer Interaction

Process Identifier: 1.1.1.5.5.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Coordinate customer participation in commissioning or end-to-end testing and satisfactory
delivery. Train the customer on the functionality and benefits of the solution.

Extended Description
[Not Available]

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1.1.1.5.6 Issue Customer Orders

Figure 4. Issue Customer Orders decomposition into level 4 processes

Issue Customer Orders

Process Identifier: 1.1.1.5.6

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Issue correct and complete customer orders

Extended Description
The purpose of the Issue Customer Orders processes is to issue correct and complete
customer orders. These processes ensure that all necessary information about the
Customer Order (for example, type of product, install address, special requirements, etc.)
is available. The customer orders may be required to satisfy pertinent customer requests
from the Selling processes (in particular taking into account the purchase order from
Negotiate Sales), may arise as a result of requests for customer provisioning activity to
satisfy customer problem restoration activities, may arise to alleviate customer
performance issues. These processes assess the information contained in the customer
order relating to the sales request or initiating customer process request to determine the
associated customer orders that need to be issued. The issued customer order may
require a feasibility assessment, may require new provisioning activities, may require a

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change to a previously issued customer order, or may require cancellation of a previously

initiated customer order. The customer order may also relate to the cancellation of
previously purchased specific services. Where, the initiating request for a purchased
product offering has a standard customer order this process is responsible for issuing the
customer order, and for creating a record of the relevant initiating sales request and the
associated customer order. Where the initiating request for a purchased product offering
has special or unusual requirements, and a specific feasibility assessment has been
previously undertaken, this process is responsible for issuing the customer order, and for
creating a record of the relevant initiating request information and the associated
customer order. Where the initiating request for a purchased product offering has special
or unusual requirements, and a specific feasibility assessment has not been previously
undertaken, this process marks the issued customer order as requiring special handling,
and passes management for further processing to the Track & Manage Customer Order
Handling process. The orchestration, if required, and tracking of the customer order
progress is the responsibility of the Track & Manage Customer Order Handling
processes.

Assess Customer Order

Process Identifier: 1.1.1.5.6.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Assess the information contained in the customer order relating to the sales request or
initiating customer process request to determine the associated customer orders that
need to be issued. The issued customer order may require a feasibility assessment, may
require new provisioning activities, may require a change to a previously issued customer
order, or may require cancellation of a previously initiated customer order. The customer
order may also relate to the cancellation of previously purchased specific services.

Extended Description
[Not Available]

Issue Customer Order

Process Identifier: 1.1.1.5.6.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description

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Issue a customer order, creating a record of the relevant initiating sales request and the
associated customer order. Where the initiating request for a purchased product offering
has special or unusual requirements, if a specific feasibility assessment has been
previously undertaken, create a record of the relevant initiating request information. If a
specific feasibility assessment has not been previously undertaken, mark the issued
customer order as requiring special handling.

Extended Description
[Not Available]

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1.1.1.5.7 Report Customer Order Handling

Figure 5. Report Customer Order Handling decomposition into level 4 processes

Report Customer Order Handling

Process Identifier: 1.1.1.5.7

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Monitor the status of customer orders, provide notifications of any changes and provide
management reports.

Extended Description
The objective of the Report Customer Order Handling processes is to monitor the status
of customer orders, provide notifications of any changes and provide management
reports. These processes are responsible for continuously monitoring the status of
customer orders and managing notifications to processes and other parties registered to
receive notifications of any status changes. Notification lists are managed and maintained
by the Support Order Handling processes. These processes record, analyze and assess
the customer order status changes to provide management reports and any specialized
summaries of the efficiency and effectiveness of the overall Order Handling process.
These specialized summaries could be specific reports required by specific customers.

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Monitor Customer Order Status

Process Identifier: 1.1.1.5.7.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Continuously monitor the status of customer orders.

Extended Description
[Not Available]

Manage Customer Order Status Notification

Process Identifier: 1.1.1.5.7.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Manage notifications to processes and other parties registered to receive notifications of
any status changes.

Extended Description
[Not Available]

Report Customer Order Status

Process Identifier: 1.1.1.5.7.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Record, analyze and assess the customer order status changes to provide management
reports and any specialized summaries of the efficiency and effectiveness of the overall

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Order Handling process, including specific reports required by specific customers.

Extended Description
[Not Available]

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1.1.1.6 Problem Handling

Figure 6. Problem Handling decomposition into level 3 processes

Problem Handling

Process Identifier: 1.1.1.6

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Responsible for receiving trouble reports from customers, resolving them to the
customer’s satisfaction and providing meaningful status on repair and/or restoration
activity to the customer.

Extended Description
Problem Handling processes are responsible for the management of problems reported
by customers and associated with purchased product offerings. The objective of these
processes is to receive reports from customers, resolving them to the customer’s
satisfaction and providing meaningful status on repair and/or recovery activity to the
customer. They are also responsible for customer contact and support in relation to any
customer-affecting problems detected by other processes or through analysis, including
proactively informing the customer and resolving these specific problems to the
customer’s satisfaction.

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Responsibilities of the Problem Handling processes include, but are not limited to:
· Capturing, analyzing, managing and reporting on customer reported problems
associated with purchased product offerings;
· Initiating and managing customer problem reports;
· Correcting customer problems;
· Reporting progress on customer problem reports to customer and other processes;
· Assigning & tracking customer problem recovery activities; and
· Managing customer problem jeopardy conditions.
Problem Handling processes perform analysis, decide on the appropriate
actions/responses and carry them out with the intent of restoring normal operation on
specific purchased product offerings.

Isolate Customer Problem

Process Identifier: 1.1.1.6.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Identify the root cause of the customer problem.

Extended Description
The purpose of the Isolate Customer Problem processes is to identify the root cause of
the customer problem. The responsibilities of these processes include, but are not limited
to:
· Verifying whether the customer is using the purchased product offering correctly; and
· Performing diagnostics based on the customer provided information to determine
whether the root cause of the customer problem is linked to the underlying services.
The Isolate Customer Problem processes will make the results of the root cause analysis
available to other processes. The Isolate Customer Problem processes will update open
customer problem report, as required during the assessment, and when the root cause
has been identified.
The Isolate Customer Problem processes will notify the Track & Manage Customer
Problem processes when the analysis is complete.

Report Customer Problem

Process Identifier: 1.1.1.6.2

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Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Monitor the status of customer problem reports, provide notifications of any changes and
provide management reports

Extended Description
The objective of the Report Customer Problem processes is to monitor the status of
customer problem reports, provide notifications of any changes and provide management
reports. These processes are responsible for continuously monitoring the status of
customer problem reports and managing notifications to processes and other parties
registered to receive notifications of any status changes. Notification lists are managed
and maintained by the Support Problem Handling processes. These processes record,
analyze and assess the customer problem report status changes to provide management
reports and any specialized summaries of the efficiency and effectiveness of the overall
Problem Handling process. These specialized summaries could be creation of specific
reports required by customers and/or other specific audiences. These processes will
make the necessary reports about the problem that occurred, the root cause and the
activities carried out for recovery of normal operation.

Track & Manage Customer Problem

Process Identifier: 1.1.1.6.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Ensure that recovery activities are assigned, coordinated and tracked efficiently, and that
escalation is invoked as required for any open customer problem reports in jeopardy.

Extended Description
The purpose of the Track & Manage Customer Problem processes is to ensure that
recovery activities are assigned, coordinated and tracked efficiently, and that escalation is
invoked as required for any open customer problem reports in jeopardy. Responsibilities
of these processes include, but are not limited to

· Scheduling, assigning and coordinating tracking any recovery activities, and any repair
and restoration activities delegated to other processes;
· Generating the respective service trouble report creation request(s) to Create Service
Trouble Report based on specific customer problem reports;

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· Undertake necessary tracking of the execution progress;

· Modifying information in an existing customer problem report based on assignments;
· Modifying the customer problem report status;
· Canceling a customer problem report when the specific problem was related to an
incorrect customer problem report; and
· Monitoring the jeopardy status of open customer problem reports, and escalating
customer problem reports as necessary.

Note that some specific product and/or service components may be owned and managed
by suppliers/partners. In these cases the Track & Manage Customer Problem process is
responsible for initiating requests, through S/P Problem Reporting & Management
processes for restoration and recovery by the supplier/partner of the specific service
components. These processes will co-ordinate all the actions necessary in order to
guarantee that all tasks are finished at the appropriate time and in the appropriate
sequence. The Track & Manage Customer Problem processes will also inform the Close
Customer Problem processes by modifying the customer problem report status to cleared
when the customer problem has been resolved.

Close Customer Problem Report

Process Identifier: 1.1.1.6.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Ensure that a problem affecting the customer is solved

Extended Description
The purpose of the Close Customer Problem Report processes is to close a customer
problem report when the problem affecting the customer is solved. These processes are
also responsible for possibly contacting the customer to inquire about the customer's
satisfaction with resolution of the problem. These processes monitor the status of all open
customer problem reports and recognize that a customer problem report is ready to be
closed when the status is changed to cleared.

Create Customer Problem Report

Process Identifier: 1.1.1.6.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements

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for application within a specific organization or domain.

Brief Description
This process creates a new Customer Problem Report.

Extended Description
The objective of the Create Customer Problem Report process is to create a new
customer problem report.
A new customer problem report may be created as a result of customer contacts
indicating a problem with their purchased product offerings or, at the request of analysis
undertaken by other processes in the CRM or SM&O horizontal process layers, which
detect a failure or degradation which may be impacting customers.
These processes are responsible for capturing all the necessary customer information to
be included in the new Customer Problem Report.

Correct & Recover Customer Problem

Process Identifier: 1.1.1.6.6

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Restore the service to a normal operational state as efficiently as possible

Extended Description
The objective of the Correct & Recover Customer Problem processes is to restore the
purchased product offerings to a normal operational state as efficiently as possible.
Depending on the nature of the specific reported failure, or incorrect operation, of the
purchased product offering these processes may possibly lead to:

· Educational interaction with the customer to ensure correct usage of the purchased
facilities;
· Re-assessment of the customer’s needs and withdrawal, upgrade, renewal of the
purchased product offerings;
· Requests for activities to be undertaken by other processes in the CRM process layer;
or
· Identification that restorative activities need to be undertaken in the SM&O processes.
They will also report successful restoration of normal service operation, restoration
through temporary work-around or an unsuccessful attempt at restoration to Track &
Manage Customer Problem through updates to the associated customer problem report.

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1.1.1.6.1 Isolate Customer Problem

Figure 7. Isolate Customer Problem decomposition into level 4 processes

Isolate Customer Problem

Process Identifier: 1.1.1.6.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Identify the root cause of the customer problem.

Extended Description
The purpose of the Isolate Customer Problem processes is to identify the root cause of
the customer problem. The responsibilities of these processes include, but are not limited
to:
· Verifying whether the customer is using the purchased product offering correctly; and
· Performing diagnostics based on the customer provided information to determine
whether the root cause of the customer problem is linked to the underlying services.
The Isolate Customer Problem processes will make the results of the root cause analysis
available to other processes. The Isolate Customer Problem processes will update open
customer problem report, as required during the assessment, and when the root cause
has been identified.

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The Isolate Customer Problem processes will notify the Track & Manage Customer
Problem processes when the analysis is complete.

Verify Product Configuration

Process Identifier: 1.1.1.6.1.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process verifies whether the customer is using the purchased product offering
correctly.

Extended Description
[Not Available]

Perform Specific Customer Problem Diagnostics

Process Identifier: 1.1.1.6.1.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process performs diagnostics based on the customer provided information to
determine whether the root cause of the customer problem is linked to the underlying
services.

Extended Description
[Not Available]

Perform Specific Customer Problem Tests

Process Identifier: 1.1.1.6.1.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements

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for application within a specific organization or domain.

Brief Description
This process runs tests against the specific services.

Extended Description
[Not Available]

Notify T&M Root Cause Customer Problem

Process Identifier: 1.1.1.6.1.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process notifies the Track & Manage Customer Problem processes when the
analysis is complete.

Extended Description
[Not Available]

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1.1.1.6.2 Report Customer Problem

Figure 8. Report Customer Problem decomposition into level 4 processes

Report Customer Problem

Process Identifier: 1.1.1.6.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Monitor the status of customer problem reports, provide notifications of any changes and
provide management reports

Extended Description
The objective of the Report Customer Problem processes is to monitor the status of
customer problem reports, provide notifications of any changes and provide management
reports. These processes are responsible for continuously monitoring the status of
customer problem reports and managing notifications to processes and other parties
registered to receive notifications of any status changes. Notification lists are managed
and maintained by the Support Problem Handling processes. These processes record,
analyze and assess the customer problem report status changes to provide management
reports and any specialized summaries of the efficiency and effectiveness of the overall
Problem Handling process. These specialized summaries could be creation of specific
reports required by customers and/or other specific audiences. These processes will
make the necessary reports about the problem that occurred, the root cause and the

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activities carried out for recovery of normal operation.

Monitor Customer Problem

Process Identifier: 1.1.1.6.2.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process is responsible for continuously monitoring the status of customer problem
reports and managing notifications to processes and other parties registered to receive
notifications of any status changes. Notification lists are managed and maintained by the
Support Problem Handling processes.

Extended Description
[Not Available]

Distribute Customer Problem Notifications

Process Identifier: 1.1.1.6.2.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process makes the necessary reports about the problem that occurred, the root
cause and the activities carried out for recovery of normal operation.

Extended Description
[Not Available]

Distribute Customer Problem Management Reports & Summaries

Process Identifier: 1.1.1.6.2.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements

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for application within a specific organization or domain.

Brief Description
This process records, analyzes and assesses the Service Performance Degradation
Report status changes to provide management reports and any specialized summaries of
the efficiency and effectiveness of the overall Service Quality Management process.
These specialized summaries could be specific reports required by specific audiences.

Extended Description
[Not Available]

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1.1.1.6.3 Track & Manage Customer

Problem

Figure 9. Track & Manage Customer Problem decomposition into level 4 processes

Track & Manage Customer Problem

Process Identifier: 1.1.1.6.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Ensure that recovery activities are assigned, coordinated and tracked efficiently, and that
escalation is invoked as required for any open customer problem reports in jeopardy.

Extended Description
The purpose of the Track & Manage Customer Problem processes is to ensure that
recovery activities are assigned, coordinated and tracked efficiently, and that escalation is
invoked as required for any open customer problem reports in jeopardy. Responsibilities
of these processes include, but are not limited to

· Scheduling, assigning and coordinating tracking any recovery activities, and any repair
and restoration activities delegated to other processes;
· Generating the respective service trouble report creation request(s) to Create Service
Trouble Report based on specific customer problem reports;

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· Undertake necessary tracking of the execution progress;

· Modifying information in an existing customer problem report based on assignments;
· Modifying the customer problem report status;
· Canceling a customer problem report when the specific problem was related to an
incorrect customer problem report; and
· Monitoring the jeopardy status of open customer problem reports, and escalating
customer problem reports as necessary.

Note that some specific product and/or service components may be owned and managed
by suppliers/partners. In these cases the Track & Manage Customer Problem process is
responsible for initiating requests, through S/P Problem Reporting & Management
processes for restoration and recovery by the supplier/partner of the specific service
components. These processes will co-ordinate all the actions necessary in order to
guarantee that all tasks are finished at the appropriate time and in the appropriate
sequence. The Track & Manage Customer Problem processes will also inform the Close
Customer Problem processes by modifying the customer problem report status to cleared
when the customer problem has been resolved.

Coordinate Customer Problem

Process Identifier: 1.1.1.6.3.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process coordinates all the actions necessary in order to guarantee that all tasks are
finished at the appropriate time and in the appropriate sequence. It schedules, assigns
and coordinates any recovery activities, and any repair and restoration activities
delegated to other processes. It undertakes necessary tracking of the execution
progress, modifies information in an existing Customer Problem Report based on
assignments, and modifies the Customer Problem Report status.

Extended Description
[Not Available]

Cancel Customer Problem

Process Identifier: 1.1.1.6.3.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements

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for application within a specific organization or domain.

Brief Description
This process cancels a Customer Problem Report when the specific trouble was related
to an incorrect customer problem report.

Extended Description
[Not Available]

Escalate/End Customer Problem

Process Identifier: 1.1.1.6.3.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process monitors the jeopardy status of open Customer Problem Reports, and
escalates Customer Problem Reports as necessary.

Extended Description
[Not Available]

Engage External Service Suppliers

Process Identifier: 1.1.2.4.6.7

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
If some specific resource components are owned and managed by suppliers/partners,
this process is responsible for initiating requests, through S/P Performance Management,
for resolution by the supplier/partner of the specific resource components. This process
will co-ordinate all the actions necessary in order to guarantee that all tasks are finished
at the appropriate time and in the appropriate sequence.

Extended Description
[Not Available]

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1.1.1.6.4 Close Customer Problem Report

Figure 10. Close Customer Problem Report decomposition into level 4 processes

Close Customer Problem Report

Process Identifier: 1.1.1.6.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Ensure that a problem affecting the customer is solved

Extended Description
The purpose of the Close Customer Problem Report processes is to close a customer
problem report when the problem affecting the customer is solved. These processes are
also responsible for possibly contacting the customer to inquire about the customer's
satisfaction with resolution of the problem. These processes monitor the status of all open
customer problem reports and recognize that a customer problem report is ready to be
closed when the status is changed to cleared.

Contact Customer for Feedback

Process Identifier: 1.1.1.6.4.1

Process Context

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This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process is responsible for contacting the customer to inquire about the customer's
satisfaction with resolution of the problem.

Extended Description
[Not Available]

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1.1.1.6.6 Correct & Recover Customer

Problem

Figure 11. Correct & Recover Customer Problem decomposition into level 4 processes

Correct & Recover Customer Problem

Process Identifier: 1.1.1.6.6

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Restore the service to a normal operational state as efficiently as possible

Extended Description
The objective of the Correct & Recover Customer Problem processes is to restore the
purchased product offerings to a normal operational state as efficiently as possible.
Depending on the nature of the specific reported failure, or incorrect operation, of the
purchased product offering these processes may possibly lead to:

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· Educational interaction with the customer to ensure correct usage of the purchased
facilities;
· Re-assessment of the customer’s needs and withdrawal, upgrade, renewal of the
purchased product offerings;
· Requests for activities to be undertaken by other processes in the CRM process layer;
or
· Identification that restorative activities need to be undertaken in the SM&O processes.
They will also report successful restoration of normal service operation, restoration
through temporary work-arounds or an unsuccessful attempt at restoration to Track &
Manage Customer Problem through updates to the associated customer problem report.

Manage Product Restoration

Process Identifier: 1.1.1.6.6.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process attempts to restore the purchased product offerings to a normal operational
state as efficiently as possible.

Extended Description
[Not Available]

Report Product Restoration Results

Process Identifier: 1.1.1.6.6.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process reports successful restoration of normal operation or an unsuccessful
attempt at restoration to Track & Manage Customer Problem through updates to the
associated Customer Problem Report.

Extended Description
[Not Available]

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1.1.2.2 Service Configuration & Activation

Figure 12. Service Configuration & Activation decomposition into level 3 processes

Service Configuration & Activation

Process Identifier: 1.1.2.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Allocation, implementation, configuration, activation and testing of specific services to
meet customer requirements.

Extended Description
Service Configuration & Activation processes encompass allocation, implementation,
configuration, activation and testing of specific services to meet customer requirements,
or in response to requests from other processes to alleviate specific service capacity
shortfalls, availability concerns or failure conditions. Where included in the service
provider offering, these processes extend to cover customer premises equipment.
Responsibilities of the Service Configuration & Activation processes include, but are not
limited to:
· Verifying whether specific service designs sought by customers are feasible as part of
pre-order feasibility checks;
· Allocating the appropriate specific service parameters to support service orders or
requests from other processes;

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· Reserving specific service parameters (if required by the business rules) for a given
period of time until the initiating customer order is confirmed, or until the reservation
period expires (if applicable);
· Implementing, configuring and activating specific services, as appropriate;
· Testing the specific services to ensure the service is working correctly;
· Recovery of specific services;
· Updating of the Service Inventory Database to reflect that the specific service has been
allocated, modified or recovered;
· Assigning and tracking service provisioning activities;
· Managing service provisioning jeopardy conditions; and
· Reporting progress on service orders to other processes.

Design Solution

Process Identifier: 1.1.2.2.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Develop an end-end specific service design which complies with a particular customer's
requirement

Extended Description
The purpose of the Design Solution processes is to develop an end-end specific service
design which complies with a particular customer's requirement.
These processes are invoked when a customer order requires special or unusual end-
end service arrangements, which are not able to be satisfied using standard service
arrangements. These processes may be invoked as part of a service feasibility
assessment, or as a result of a confirmed customer order.
The responsibilities of these processes include, but are not limited to:
· Developing an overall service solution design for a particular customer, including
customer premises equipment, operational methods, resource assignments and pre-order
feasibility;
· Developing an implementation plan considering training and operational support
measures and needs, such as the proper parameter information for the Service Quality
Management process;
· Consideration of current and future service and underlying resources
infrastructure, as well as expected solution results, budget, duration and risks;
· Consideration of the time schedule according with customer requirements;
· Ensure service and provisioning efficiency;

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· Undertaking a business assessment, ensuring an appropriate time-to-revenue as

a result of the service and underlying resource investment; and· Developing a detailed
design identifying the relevant service orders to be issued to the Implement,
Configure & Activate Service process and the Allocate Specific Service Parameters to
Services processes.
A specific service design may require inclusion of some or all of the above aspects
depending on whether the service design is being undertaken as part of a feasibility
assessment, or is being developed as a result of a committed customer order.
These processes invoke requests to RM&O provisioning processes to determine the
availability of suitable specific resources, or to suppliers /partners though the S/PRM
process in the event that the service design requires either the inclusion of outsourced or
partner provided specific services.

Allocate Specific Service Parameters to Services

Process Identifier: 1.1.2.2.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Issue service identifiers for new services.

Extended Description
The purpose of the Allocate Specific Service Parameters to Services processes is to
issue service identifiers for new services.
Where the Allocate Specific Service Parameters to Services processes are requested by
a pre-feasibility service order, or by the Design Services processes, these processes
determine whether the requested service parameters are available. Depending on
business rules, and on any specific levels of commitment contained in the initiating
service order or service design request, these processes may reserve specific service
parameters linked to the initiating service order or service design request for a period of
time, and releasing them when the time period has expired. These processes are
responsible for creating a response to the initiating processes with respect to the
feasibility assessment.
Where the Allocate Specific Service Parameters to Services processes are requested by
a service order issued in response to a confirmed customer order, these processes are
responsible for allocating the specific service parameters required to satisfy the initiating
service order. Any previously reserved specific service parameters are marked as
allocated.

Track & Manage Service Provisioning

Process Identifier: 1.1.2.2.3

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Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Ensure service provisioning activities are assigned, managed and tracked efficiently.

Extended Description
The objective of the Track & Manage Service Provisioning processes is to ensure service
provisioning activities are assigned, managed and tracked efficiently.
Responsibilities of these processes include, but are not limited to:

· Scheduling, assigning and coordinating service provisioning related activities;

· Generating the respective resource order creation request(s) to Issue Resource Orders
based on specific service orders;
· Escalating status of service orders in accordance with local policy; · Undertaking
necessary tracking of the execution process;
· Adding additional information to an existing service order;
· Modifying information in an existing service order;·
· Modifying the service order status;
· Canceling a service order when the initiating customer order is cancelled;
· Monitoring the jeopardy status of service orders, and escalating service orders as
necessary; and
· Indicating completion of a service order by modifying the service order status.

Note that some specific service components may be delivered by suppliers/partners. In

these cases the Track & Manage Service Provisioning process is responsible for initiating
requests, through S/P Requisition Management for the delivery by the supplier/partner of
the specific service components.

Implement, Configure & Activate Service

Process Identifier: 1.1.2.2.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description

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Implement, configure and activate the specific services allocated against an issued
service order.

Extended Description
The purpose of the Implement, Configure & Activate Service processes is to implement,
configure and activate the specific services allocated against an issued service order.
These processes are responsible for, but not limited to:
· Assessing and planning the approach to be undertaken for implementation,
configuration and activation;
· Re-using standard implementation, configuration and activation processes
applicable to specific services;
· Implementing, configuring and reconfiguring specific services, including customer
premises equipment if part of the service provider offering.
· Providing notifications as required if the implementation, configuration and
activation activity requires a planned outage or is likely to initiate false specific service
alarm event notifications; and
· Updating the information contained in the service inventory as to the
configuration of specific services and their status.
At the successful conclusion of these activities, the status of the specific services will be
changed from allocated to activated, which means they are in-use.

Test Service End-to-End

Process Identifier: 1.1.2.2.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Test specific services to ensure all components are operating within normal parameters,
and that the service is working to agreed performance levels

Extended Description
The responsibility of the Test Service End-to-End processes is to test specific services to
ensure all components are operating within normal parameters, and that the service is
working to agreed performance levels before its activation for the customer.
This purpose is performed through testing the service end-to-end as far as possible.
These processes test specific services against supplier/partner defined test plans, or
against test plans developed by the service provider.
Where appropriate test plans are not available these processes are responsible for
developing appropriate test plans. These processes are also responsible for capturing
and storing the test results for historical and downstream testing comparison purposes.

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If these tests succeed, the specific services will be marked as in-service which means the
specific services are available for use by customers.

Deleted (1.1.2.2.6)

Process Identifier: 1.1.2.2.6 (This Process ID has been deliberately unused!)

Process Context
[Not Available]

Brief Description
[Not Available]

Extended Description
[Not Available]

Issue Service Orders

Process Identifier: 1.1.2.2.7

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Issue correct and complete service orders

Extended Description
The purpose of the Issue Service Orders processes is to issue correct and complete
service orders.
The service orders may be required to satisfy pertinent customer order information
received, may arise as a result of requests for service provisioning to satisfy service
problem recovery activities, may arise to alleviate service performance issues, or may
arise as a result of information received from suppliers/partners in relations to specific
services.
These processes assess the information contained in the customer order, through a
service order request, relating to the purchased product offering, initiating service process
or supplier/partner initiated request, to determine the associated service orders that need
to be issued.
The issued service order may require a service feasibility assessment or a service design
to be produced, may require new provisioning activities for specific services, may require
a change to a previously issued service order, or may require deletion and/or recovery of
previously delivered specific services. Where, the initiating request or the purchased
product offering has a standard set of associated service orders this process is

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responsible for issuing the service orders, and for creating a record of the relevant
initiating request or customer order information and the associated service orders.
Where the initiating request or the purchased product offering has special or unusual
requirements, and a specific feasibility assessment and/or service design has been
previously created, this process is responsible for issuing the service orders, and for
creating a record of the relevant initiating request or customer order information and the
associated service orders.
Where the purchased product offering has special or unusual requirements, and a
specific feasibility assessment and/or specific service design has not been previously
created, this process marks the issued service order as requiring special handling, and
passes management for further processing to the Track & Manage Service Provisioning
process.
The orchestration, if required, and tracking of the service order progress is the
responsibility of the Track & Manage Service Provisioning processes.

Report Service Provisioning

Process Identifier: 1.1.2.2.8

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Monitor the status of service orders, provide notifications of any changes and provide
management reports.

Extended Description
The objective of the Report Service Provisioning processes is to monitor the status of
service orders, provide notifications of any changes and provide management reports.
These processes are responsible for continuously monitoring the status of service orders
and managing notifications to processes and other parties registered to receive
notifications of any status changes. Notification lists are managed and maintained by the
Enable Service Configuration & Activation processes.
These processes record, analyze and assess the service order status changes to provide
management reports and any specialized summaries of the efficiency and effectiveness
of the overall Service Configuration & Activation process. These specialized summaries
could be specific reports required by specific audiences.

Close Service Order

Process Identifier: 1.1.2.2.9

Process Context

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This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Close a service order when the service provisioning activities have been completed

Extended Description
The objective of the Close Service Order processes is to close a service order when the
service provisioning activities have been completed.
These processes monitor the status of all open service orders, and recognize that a
service order is ready to be closed when the status is changed to completed.

Recover Service

Process Identifier: 1.1.2.2.10

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Recover specific services that are no longer required by customers.

Extended Description
The responsibility of the Recover Service processes is to recover specific services that
are no longer required by customers.
These processes follow recovery plans specified by the supplier/partner, or against
recovery plans developed by the service provider.
Where appropriate recovery plans are not available these processes are responsible for
developing appropriate recovery plans.
Where recovery of services is likely to impact other in-use specific services, this process
is responsible for providing appropriate notification of the recovery proposal and ensuring
authorization is received to proceed with the recovery plan. When the recovery activity is
about to commence, these processes are responsible for notifying when recovery work is
commencing and when it is completed.
When recovered, the specific services and/or associated service specific parameters will
be marked as unallocated.

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1.1.2.2.1 Design Solution

Figure 13. Design Solution decomposition into level 4 processes

Design Solution

Process Identifier: 1.1.2.2.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Develop an end-end specific service design which complies with a particular customer's
requirement

Extended Description
The purpose of the Design Solution processes is to develop an end-end specific service
design which complies with a particular customer's requirement.
These processes are invoked when a customer order requires special or unusual end-
end service arrangements, which are not able to be satisfied using standard service
arrangements. These processes may be invoked as part of a service feasibility
assessment, or as a result of a confirmed customer order.
The responsibilities of these processes include, but are not limited to:
· Developing an overall service solution design for a particular customer, including
customer premises equipment, operational methods, resource assignments and pre-order
feasibility;

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· Developing an implementation plan considering training and operational support

measures and needs, such as the proper parameter information for the Service Quality
Management process;
· Consideration of current and future service and underlying resources
infrastructure, as well as expected solution results, budget, duration and risks;
· Consideration of the time schedule according with customer requirements;
· Ensure service and provisioning efficiency;
· Undertaking a business assessment, ensuring an appropriate time-to-revenue as
a result of the service and underlying resource investment; and· Developing a detailed
design identifying the relevant service orders to be issued to the Implement,
Configure & Activate Service process and the Allocate Specific Service Parameters to
Services processes.
A specific service design may require inclusion of some or all of the above aspects
depending on whether the service design is being undertaken as part of a feasibility
assessment, or is being developed as a result of a committed customer order.
These processes invoke requests to RM&O provisioning processes to determine the
availability of suitable specific resources, or to suppliers /partners though the S/PRM
process in the event that the service design requires either the inclusion of outsourced or
partner provided specific services.

Develop Overall Service Design

Process Identifier: 1.1.2.2.1.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Develop an overall service solution design for a particular customer, including customer
premises equipment, operational methods, resource assignments and pre-order
feasibility;

Extended Description
[Not Available]

Develop Service Implementation Plan

Process Identifier: 1.1.2.2.1.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements

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for application within a specific organization or domain.

Brief Description
Develop an implementation plan considering training and operational support measures
and needs, such as the proper parameter information for the Service Quality
Management process;
· Consideration of current and future service and underlying resources infrastructure, as
well as expected solution results, budget, duration and risks;
· Consideration of the time schedule according with customer requirements;
· Ensure service and provisioning efficiency;
· Undertaking a business assessment, ensuring an appropriate time-to-revenue as a
result of the service and underlying resource investment;

Extended Description
[Not Available]

Develop Detailed Service Design

Process Identifier: 1.1.2.2.1.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Develop a detailed design identifying the relevant service orders to be issued to the
Implement,
Configure & Activate Service process and the Allocate Specific Service Parameters to
Services processes.

Extended Description
[Not Available]

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1.1.2.2.2 Allocate Specific Service

Parameters to Services

Figure 14. Allocate Specific Service Parameters to Services decomposition into level 4 processes

Allocate Specific Service Parameters to Services

Process Identifier: 1.1.2.2.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Issue service identifiers for new services.

Extended Description
The purpose of the Allocate Specific Service Parameters to Services processes is to
issue service identifiers for new services.
Where the Allocate Specific Service Parameters to Services processes are requested by
a pre-feasibility service order, or by the Design Services processes, these processes
determine whether the requested service parameters are available. Depending on
business rules, and on any specific levels of commitment contained in the initiating
service order or service design request, these processes may reserve specific service
parameters linked to the initiating service order or service design request for a period of
time, and releasing them when the time period has expired. These processes are
responsible for creating a response to the initiating processes with respect to the
feasibility assessment.

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Where the Allocate Specific Service Parameters to Services processes are requested by
a service order issued in response to a confirmed customer order, these processes are
responsible for allocating the specific service parameters required to satisfy the initiating
service order. Any previously reserved specific service parameters are marked as
allocated.

Determine Service Parameter Availability

Process Identifier: 1.1.2.2.2.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Where the Allocate Specific Service Parameters to Services processes are requested by
a pre-feasibility service order, or by the Design Services processes, these processes
determine whether the requested service parameters are available.

Extended Description
[Not Available]

Reserve Service Parameters

Process Identifier: 1.1.2.2.2.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Depending on business rules, and on any specific levels of commitment contained in the
initiating service order or service design request, these processes may reserve specific
service parameters linked to the initiating service order or service design request for a
period of time

Extended Description
[Not Available]

Release Service Parameter

Process Identifier: 1.1.2.2.2.3

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Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Release the reservation when the time period has expired.

Extended Description
[Not Available]

Allocate Service Parameters

Process Identifier: 1.1.2.2.2.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Where the Allocate Specific Service Parameters to Services processes are requested by
a service order issued in response to a confirmed customer order, this process is
responsible for allocating the specific service parameters required to satisfy the initiating
service order. Any previously reserved specific service parameters are marked as
allocated.

Extended Description
[Not Available]

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1.1.2.2.3 Track & Manage Service

Provisioning

Figure 15. Track & Manage Service Provisioning decomposition into level 4 processes

Track & Manage Service Provisioning

Process Identifier: 1.1.2.2.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Ensure service provisioning activities are assigned, managed and tracked efficiently.

Extended Description
The objective of the Track & Manage Service Provisioning processes is to ensure service
provisioning activities are assigned, managed and tracked efficiently.
Responsibilities of these processes include, but are not limited to:

· Scheduling, assigning and coordinating service provisioning related activities;

· Generating the respective resource order creation request(s) to Issue Resource Orders
based on specific service orders;
· Escalating status of service orders in accordance with local policy; · Undertaking
necessary tracking of the execution process;
· Adding additional information to an existing service order;

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· Modifying information in an existing service order;·

· Modifying the service order status;
· Canceling a service order when the initiating customer order is cancelled;
· Monitoring the jeopardy status of service orders, and escalating service orders as
necessary; and
· Indicating completion of a service order by modifying the service order status.

Note that some specific service components may be delivered by suppliers/partners. In

these cases the Track & Manage Service Provisioning process is responsible for initiating
requests, through S/P Requisition Management for the delivery by the supplier/partner of
the specific service components.

Assign Service Provisioning Activity

Process Identifier: 1.1.2.2.3.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Schedule, assign and coordinate service provisioning related activities.

Extended Description
[Not Available]

Track Service Provisioning Activity

Process Identifier: 1.1.2.2.3.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Undertake necessary tracking of the execution process. Monitor the jeopardy status of
service orders, and escalating service orders as necessary.

Extended Description
[Not Available]

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Manage Service Provisioning Activity

Process Identifier: 1.1.2.2.3.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Responsibilities of this processes include, but are not limited to:
- Generating the respective resource order creation request(s) to Issue Resource Orders
based on specific service orders;
· Escalating status of service orders in accordance with local policy; · Undertaking
necessary tracking of the execution process;
· Adding additional information to an existing service order;
· Modifying information in an existing service order;·
· Modifying the service order status;
· Canceling a service order when the initiating customer order is cancelled;
· Indicating completion of a service order by modifying the service order status.

Note that some specific service components may be delivered by suppliers/partners. In

these cases the Track & Manage Service Provisioning process is responsible for initiating
requests, through S/P Requisition Management for the delivery by the supplier/partner of
the specific service components.

Extended Description
[Not Available]

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1.1.2.2.4 Implement, Configure & Activate

Service

Figure 16. Implement, Configure & Activate Service decomposition into level 4 processes

Implement, Configure & Activate Service

Process Identifier: 1.1.2.2.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Implement, configure and activate the specific services allocated against an issued
service order.

Extended Description
The purpose of the Implement, Configure & Activate Service processes is to implement,
configure and activate the specific services allocated against an issued service order.
These processes are responsible for, but not limited to:
· Assessing and planning the approach to be undertaken for implementation,
configuration and activation;
· Re-using standard implementation, configuration and activation processes
applicable to specific services;
· Implementing, configuring and reconfiguring specific services, including customer
premises equipment if part of the service provider offering.

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· Providing notifications as required if the implementation, configuration and

activation activity requires a planned outage or is likely to initiate false specific service
alarm event notifications; and
· Updating the information contained in the service inventory as to the
configuration of specific services and their status.
At the successful conclusion of these activities, the status of the specific services will be
changed from allocated to activated, which means they are in-use.

Configure Service

Process Identifier: 1.1.2.2.4.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Assess and plan the approach to be undertaken for configuration.
Re-use standard configuration and processes applicable to specific services.
Configure and reconfigure specific services, including customer premises equipment if
part of the service provider offering.
Provide notifications as required if the configuration activity requires a planned outage or
is likely to initiate false specific service alarm event notifications.
Update the information contained in the service inventory as to the configuration of
specific services and their status.

Extended Description
[Not Available]

Implement Service

Process Identifier: 1.1.2.2.4.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Assess and plan the approach to be undertaken for implementation.
Re-use standard implementation processes applicable to specific services.

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Implement specific services, including customer premises equipment if part of the service
provider offering.
Provide notifications as required if the implementation activity requires a planned outage
or is likely to initiate false specific service alarm event notifications.

Extended Description
[Not Available]

Activate Service

Process Identifier: 1.1.2.2.4.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Assess and plan the approach to be undertaken for activation.
Re-used standard activation processes applicable to specific services.
Provide notifications as required if the activation activity requires a planned outage or is
likely to initiate false specific service alarm event notifications.
At the successful conclusion of this activity, the status of the specific services will be
changed from allocated to activated, which means they are in-use.

Extended Description
[Not Available]

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1.1.2.2.5 Test Service End-to-End

Figure 17. Test Service End-to-End decomposition into level 4 processes

Test Service End-to-End

Process Identifier: 1.1.2.2.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Test specific services to ensure all components are operating within normal parameters,
and that the service is working to agreed performance levels

Extended Description
The responsibility of the Test Service End-to-End processes is to test specific services to
ensure all components are operating within normal parameters, and that the service is
working to agreed performance levels before its activation for the customer.
This purpose is performed through testing the service end-to-end as far as possible.
These processes test specific services against supplier/partner defined test plans, or
against test plans developed by the service provider.
Where appropriate test plans are not available these processes are responsible for
developing appropriate test plans. These processes are also responsible for capturing
and storing the test results for historical and downstream testing comparison purposes.

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If these tests succeed, the specific services will be marked as in-service which means the
specific services are available for use by customers.

Test Service

Process Identifier: 1.1.2.2.5.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Test specific services to ensure all components are operating within normal parameters,
and that the service is working to agreed performance levels before its activation for the
customer.
This purpose is performed through testing the service end-to-end as far as possible.
These processes test specific services against supplier/partner defined test plans, or
against test plans developed by the service provider.

Extended Description
[Not Available]

Develop Service Test Plans

Process Identifier: 1.1.2.2.5.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Where appropriate test plans are not available this process is responsible for developing
appropriate test plans.

Extended Description
[Not Available]

Capture Service Test Results

Process Identifier: 1.1.2.2.5.3

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Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Capture and store the test results for historical and downstream testing comparison
purposes.
If the tests succeed, the specific services will be marked as in-service which means the
specific services are available for use by customers.
Extended Description
[Not Available]

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1.1.2.2.7 Issue Service Orders

Figure 18. Issue Service Orders decomposition into level 4 processes

Issue Service Orders

Process Identifier: 1.1.2.2.7

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Issue correct and complete service orders

Extended Description
The purpose of the Issue Service Orders processes is to issue correct and complete
service orders.
The service orders may be required to satisfy pertinent customer order information
received, may arise as a result of requests for service provisioning to satisfy service
problem recovery activities, may arise to alleviate service performance issues, or may
arise as a result of information received from suppliers/partners in relations to specific
services.
These processes assess the information contained in the customer order, through a
service order request, relating to the purchased product offering, initiating service process
or supplier/partner initiated request, to determine the associated service orders that need
to be issued.

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The issued service order may require a service feasibility assessment or a service design
to be produced, may require new provisioning activities for specific services, may require
a change to a previously issued service order, or may require deletion and/or recovery of
previously delivered specific services. Where, the initiating request or the purchased
product offering has a standard set of associated service orders this process is
responsible for issuing the service orders, and for creating a record of the relevant
initiating request or customer order information and the associated service orders.
Where the initiating request or the purchased product offering has special or unusual
requirements, and a specific feasibility assessment and/or service design has been
previously created, this process is responsible for issuing the service orders, and for
creating a record of the relevant initiating request or customer order information and the
associated service orders.
Where the purchased product offering has special or unusual requirements, and a
specific feasibility assessment and/or specific service design has not been previously
created, this process marks the issued service order as requiring special handling, and
passes management for further processing to the Track & Manage Service Provisioning
process.
The orchestration, if required, and tracking of the service order progress is the
responsibility of the Track & Manage Service Provisioning processes.

Assess Service Request

Process Identifier: 1.1.2.2.7.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process assesses the information contained in the customer order, through a service
order request, relating to the purchased product offering, initiating service process or
supplier/partner initiated request, to determine the associated service orders that need to
be issued.

Extended Description
[Not Available]

Create Service Orders

Process Identifier: 1.1.2.2.7.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

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Brief Description
The service orders may be required to satisfy pertinent customer order information
received, may arise as a result of requests for service provisioning to satisfy service
problem recovery activities, may arise to alleviate service performance issues, or may
arise as a result of information received from suppliers/partners in relations to specific
services.
The issued service order may require a service feasibility assessment or a service design
to be produced, may require new provisioning activities for specific services, may require
a change to a previously issued service order, or may require deletion and/or recovery of
previously delivered specific services. Where, the initiating request or the purchased
product offering has a standard set of associated service orders this process is
responsible for issuing the service orders, and for creating a record of the relevant
initiating request or customer order information and the associated service orders.
Where the initiating request or the purchased product offering has special or unusual
requirements, and a specific feasibility assessment and/or service design has been
previously created, this process is responsible for issuing the service orders, and for
creating a record of the relevant initiating request or customer order information and the
associated service orders.

Extended Description
[Not Available]

Mark Service Order for Special Handling

Process Identifier: 1.1.2.2.7.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Where the purchased product offering has special or unusual requirements, and a
specific feasibility assessment and/or specific service design has not been previously
created, this process marks the issued service order as requiring special handling, and
passes management for further processing to the Track & Manage Service Provisioning
process.
The orchestration, if required, and tracking of the service order progress is the
responsibility of the Track & Manage Service Provisioning processes.

Extended Description
[Not Available]

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1.1.2.2.8 Report Service Provisioning

Figure 19. Report Service Provisioning decomposition into level 4 processes

Report Service Provisioning

Process Identifier: 1.1.2.2.8

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Monitor the status of service orders, provide notifications of any changes and provide
management reports.

Extended Description
The objective of the Report Service Provisioning processes is to monitor the status of
service orders, provide notifications of any changes and provide management reports.
These processes are responsible for continuously monitoring the status of service orders
and managing notifications to processes and other parties registered to receive
notifications of any status changes. Notification lists are managed and maintained by the
Enable Service Configuration & Activation processes.
These processes record, analyze and assess the service order status changes to provide
management reports and any specialized summaries of the efficiency and effectiveness
of the overall Service Configuration & Activation process. These specialized summaries
could be specific reports required by specific audiences.

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Monitor Service Order Status

Process Identifier: 1.1.2.2.8.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
The order placed by SID is monitored at every step carefully.

Extended Description
[Not Available]

Distribute Service Order Notification

Process Identifier: 1.1.2.2.8.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
The Notification list is maintained. Notifications are used to notify the owner of the current
status of the order and also distributed to the other parties who require it.

Extended Description
[Not Available]

Distribute Service Provisioning Reports

Process Identifier: 1.1.2.2.8.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
The analysis and summary of the order is done and is read by the specific audiences.

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Extended Description
[Not Available]

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1.1.2.2.10 Recover Service

Figure 20. Recover Service decomposition into level 4 processes

Recover Service

Process Identifier: 1.1.2.2.10

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Recover specific services that are no longer required by customers.

Extended Description
The responsibility of the Recover Service processes is to recover specific services that
are no longer required by customers.
These processes follow recovery plans specified by the supplier/partner, or against
recovery plans developed by the service provider.
Where appropriate recovery plans are not available these processes are responsible for
developing appropriate recovery plans.
Where recovery of services is likely to impact other in-use specific services, this process
is responsible for providing appropriate notification of the recovery proposal and ensuring
authorization is received to proceed with the recovery plan. When the recovery activity is
about to commence, these processes are responsible for notifying when recovery work is
commencing and when it is completed.

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When recovered, the specific services and/or associated service specific parameters will
be marked as unallocated.

Develop Service Recovery Plan

Process Identifier: 1.1.2.2.10.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Where appropriate recovery plans are not available this process is responsible for
developing appropriate recovery plans.

Extended Description
[Not Available]

Provide Service Recovery Proposal Notification

Process Identifier: 1.1.2.2.10.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Where recovery of services is likely to impact other in-use specific services, this process
is responsible for providing appropriate notification of the recovery proposal.

Extended Description
[Not Available]

Request Service Recovery Authorization

Process Identifier: 1.1.2.2.10.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

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Brief Description
Ensure authorization is received to proceed with the recovery plan.

Extended Description
[Not Available]

Commence Service Recovery

Process Identifier: 1.1.2.2.10.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
When the recovery activity is about to commence, this processes is responsible for
notifying when recovery work is commencing.

Extended Description
[Not Available]

Complete Service Recovery

Process Identifier: 1.1.2.2.10.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process is responsible for notifying when it is completed.
When recovered, the specific services and/or associated service specific parameters will
be marked as unallocated.

Extended Description
[Not Available]

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1.1.2.3 Service Problem Management

Figure 21. Service Problem Management decomposition into level 3 processes

Service Problem Management

Process Identifier: 1.1.2.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Respond immediately to customer-affecting service problems or failures in order to
minimize their effects on customers, and to invoke the restoration of the service, or
provide an alternate service as soon as possible.

Extended Description
Service Problem Management processes are responsible for the management of
problems associated with specific services. The objective of these processes is to
respond immediately to reported service problems or failures in order to minimize their
effects on customers, and to invoke the restoration of the service, or provide an alternate
service as soon as possible.
Responsibilities of the Service Problem Management processes include, but are not
limited to:

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· Detecting, analyzing, managing and reporting on service alarm event notifications;

· Initiating and managing service trouble reports;
· Performing service problem localization analysis;
· Correcting and resolving service problems;
· Reporting progress on service trouble reports to other processes;
· Assigning & tracking service problem testing and recovery activities; and
· Managing service problem jeopardy conditions
Service Problem Management processes perform analysis, decide on the appropriate
actions/responses and carry them out with the intent of restoring normal operation on
specific services.
However these activities need to interact with the Problem Handling processes, as the
latter have a view on customer impact. Service Problem Management processes are
responsible for informing Problem Handling processes of any potential customer
problems. Where the original report arose as a result of customer problems, the Service
Problem Management processes may be coordinated by Problem Handling processes.

Create Service Trouble Report

Process Identifier: 1.1.2.3.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Create a new service trouble report.

Extended Description
The objective of the Create Service Trouble Report process is to create a new service
trouble report.
A new service trouble report may be created as a result of service alarm event notification
analysis, and subsequent creation of new service alarm event records, undertaken by the
Survey & Analyze Service Problem processes, or at the request of analysis undertaken
by other processes in the CRM ( in particular a Customer Problem Report can generate
one or more Service Trouble Reports), RM&O, SM&O or S/PRM layers which detect that
some form of failure has occurred for which service restoration activity is required to
restore normal operation.
If the service trouble report is created as a result of a notification or request from
processes other than the Survey & Analyze Service Problem processes, the Create
Service Trouble Report processes are responsible for converting the received information
into a form suitable for the Service Problem Management processes, and for requested
additional information if required.
These processes will make estimates of the time to restore service which will be included
in the new service trouble report so that other processes can gain access to this

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information.

Diagnose Service Problem

Process Identifier: 1.1.2.3.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Identify the root cause of the specific service problem

Extended Description
The objective of the Diagnose Service Problem processes is to identify the root cause of
the specific service problem. These processes are invoked by the Track & Manage
Service Problem processes.
The responsibilities of these processes include, but are not limited to:
· Verifying whether the service configuration matches the appropriate product features;
· Performing diagnostics against the specific services;
· Running tests against the specific services;
· Starting and stopping audits against specific services; and
· Scheduling routine testing of the specific services.
The Diagnose Service Problem processes will make the results of the root cause analysis
available to other processes. The Diagnose Service Problem processes will update the
open service trouble report, as required during the assessment, and when the root cause
has been identified.
When the process is complete the Diagnose Service Problem processes will notify the
Track & Manage Service Problem processes.

Correct & Resolve Service Problem

Process Identifier: 1.1.2.3.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Restore the service to a normal operational state as efficiently as possible

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Extended Description
The objective of the Correct & Resolve Service Problem processes is to restore the
service to a normal operational state as efficiently as possible.
Based on the nature of the service failure leading to the associated service alarm event
notification, automatic restoration procedures might be triggered. Manual restoration
activity is assigned to the Correct & Resolve Service Problem processes from the Track &
Manage Service Problem processes.
Depending on the nature of the specific service failure, these processes may possibly re-
assign services or re-configure service parameters.
For large service failures requiring extensive re-assignment and/or re-configuration
activity to restore normal operation, these processes will attempt to implement work-
arounds to recover the specific service operation. In these circumstances, recovery of
normal operation may require invocation of the Support Service Problem Management
processes.
They will also report successful restoration of normal service operation, restoration
through temporary work-arounds or an unsuccessful attempt at service restoration to
Track & Manage Service Problem through updates to the associated service trouble
report.

Track & Manage Service Problem

Process Identifier: 1.1.2.3.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Ensure that testing, repair and restoration activities are assigned, coordinated and
tracked efficiently, and that escalation is invoked as required for any open service trouble
reports in jeopardy

Extended Description
The purpose of the Track & Manage Service Problem processes is to ensure that testing,
repair and restoration activities are assigned, coordinated and tracked efficiently, and that
escalation is invoked as required for any open service trouble reports in jeopardy.
Responsibilities of these processes include, but are not limited to:

· Initiating first-in testing using automated remote testing capabilities;

· Adding additional information to an open service trouble report based on the first-in
testing;
· Scheduling, assigning and coordinating repair and restoration activities;
· Generating the respective resource trouble report creation request(s) to Create
Resource Trouble Report based on specific service trouble reports;

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· Initiate any final testing to confirm clearance of the service problem;

· Undertake necessary tracking of the execution progress;
· Modifying information in an existing service trouble report based on assignments;
· Modifying the service trouble report status;
· Canceling a service trouble report when the specific problem was related to a false
service alarm event; and
· Monitoring the jeopardy status of open service trouble reports, and escalating service
trouble reports as necessary.

Note that some specific resource components may be owned and managed by
suppliers/partners. In these cases the Track & Manage Service Problem process is
responsible for initiating requests, through S/P Problem Reporting & Management
processes for restoration and recovery by the supplier/partner of the specific resource
components.
These processes will co-ordinate all the actions necessary in order to guarantee that all
tasks are finished at the appropriate time and in the appropriate sequence.

The Track & Manage Service Problem processes are responsible for engaging external
suppliers/partners in correction and recovery activities when:
· higher level expertise and/or higher level support is required to resolve the service
problem, (which may be automatic in the case of highest priority service problems);
· the specific service has been purchased from an external supplier (as in an interconnect
service); or
· the specific service is delivered by an external partner.

Where the engagement with an external supplier/partner is for purchased or delivered

services, as the case may be, the tracking and management of the supplier/partner
problem resolution activity is actually performed by the S/P Problem Reporting &
Management processes, with the Track & Manage Service Problem processes relegated
to an overall coordination role. The Track & Manage Service Problem processes will also
inform the Close Service Problem processes by modifying the service trouble report
status to cleared when the service problem has been resolved.

Report Service Problem

Process Identifier: 1.1.2.3.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description

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Monitor the status of service trouble reports, provide notifications of any changes and
provide management reports

Extended Description
The objective of the Report Service Problem processes is to monitor the status of service
trouble reports, provide notifications of any changes and provide management reports.
These processes are responsible for continuously monitoring the status of service trouble
reports and managing notifications to processes and other parties registered to receive
notifications of any status changes, for example, Service Quality Management and
Customer QoS/SLA Management processes. Notification lists are managed and
maintained by the Support Service Problem Management processes.
These processes record, analyze and assess the service trouble report status changes to
provide management reports and any specialized summaries of the efficiency and
effectiveness of the overall Service Problem Management process. These specialized
summaries could be specific reports required by specific audiences.
These processes will make the necessary reports about the problem that occurred, the
root cause and the activities carried out for restoration.

Close Service Trouble Report

Process Identifier: 1.1.2.3.6

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Close a service trouble report when the service problem has been resolved

Extended Description
The objective of the Close Service Trouble Report processes is to close a service trouble
report when the service problem has been resolved.
These processes monitor the status of all open service trouble reports, and recognize that
a service trouble report is ready to be closed when the status is changed to cleared.

Survey & Analyze Service Problem

Process Identifier: 1.1.2.3.7

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

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Brief Description
Monitor service alarm event notifications and manage service alarm event records in real-
time

Extended Description
The objective of the Survey & Analyze Service Problem processes is to monitor service
alarm event notifications and manage service alarm event records in real-time.

Responsibilities of the Survey & Analyze Service Problem processes include, but are not
limited to:

· Detecting and collecting service alarm event notifications;

· Initiating and managing service alarm event records;
· Performing service alarm event notification localization analysis;
· Correlating and filtering service alarm event records;
· Reporting service alarm event record status changes to other processes;
· Managing service alarm event record jeopardy conditions.

Service alarm event notification analysis encompasses the identification of the service
alarm event in terms of reporting entity and nature of the service alarm event. It will then
analyze the service alarm events based on a number of criteria and then suppress
redundant, transient or implied service alarm events by means of filtering and correlation.
It includes the notification of new service alarm event records, or status changes of
previously reported service alarm event records, as well as abatement messages when
service alarm event records have been cleared.

The analysis will correlate service alarm event notifications to planned outage
notifications to remove false service alarm event notifications arising as a result of the
planned outage activity.

These processes may determine that a service alarm event notification may represent a
customer impacting condition. In these circumstances this process is responsible for
indicating a potential customer problem to the Problem Handling processes. As a part of
this indication this process is responsible for identifying the impacted deployed product
instances associated with the service instances presenting alarm event notifications and
passing this information to the Problem Handling processes.

Service alarm event record correlation and filtering encompasses the correlation of
redundant, transient or implied service alarm event notifications with a specific “root
cause” service alarm event notification and associated service alarm event record.

The Survey & Analyze Service Problem processes might trigger a well-defined action
based on specific service alarm event notification information as well as the non-arrival of
service alarm event notification information after a specific time interval has elapsed.

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These processes are also responsible for monitoring and triggering the appropriate action
when a service alarm event record is not cleared within a pre-defined period of time.

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1.1.2.3.1 Create Service Trouble Report

Figure 22. Create Service Trouble Report decomposition into level 4 processes

Create Service Trouble Report

Process Identifier: 1.1.2.3.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Create a new service trouble report.

Extended Description
The objective of the Create Service Trouble Report process is to create a new service
trouble report.
A new service trouble report may be created as a result of service alarm event notification
analysis, and subsequent creation of new service alarm event records, undertaken by the
Survey & Analyze Service Problem processes, or at the request of analysis undertaken
by other processes in the CRM ( in particular a Customer Problem Report can generate
one or more Service Trouble Reports), RM&O, SM&O or S/PRM layers which detect that
some form of failure has occurred for which service restoration activity is required to
restore normal operation.

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If the service trouble report is created as a result of a notification or request from

processes other than the Survey & Analyze Service Problem processes, the Create
Service Trouble Report processes are responsible for converting the received information
into a form suitable for the Service Problem Management processes, and for requested
additional information if required.
These processes will make estimates of the time to restore service which will be included
in the new service trouble report so that other processes can gain access to this
information.

Generate Service Problem

Process Identifier: 1.1.2.3.1.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process creates a new Service Trouble report.

Extended Description
[Not Available]

Convert Report To Service Problem Format

Process Identifier: 1.1.2.3.1.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
If the service trouble report is created as a result of a notification or request from
processes other than the Survey & Analyze Service Problem processes, this process is
responsible for converting the received information into a form suitable for the Service
Problem Management processes, and for requested additional information if required.

Extended Description
[Not Available]

Estimate Time for Restoring Service

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Process Identifier: 1.1.2.3.1.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (ie “instantiated”) with other similar process elements
for application within a specific organization or domain

Brief Description
This process estimates the time to restore service which is included in the new Service
Trouble report so that other processes can gain access to this information.

Extended Description
[Not Available]

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1.1.2.3.2 Diagnose Service Problem

Figure 23. Diagnose Service Problem decomposition into level 4 processes

Diagnose Service Problem

Process Identifier: 1.1.2.3.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Identify the root cause of the specific service problem

Extended Description
The objective of the Diagnose Service Problem processes is to identify the root cause of
the specific service problem. These processes are invoked by the Track & Manage
Service Problem processes.
The responsibilities of these processes include, but are not limited to:
· Verifying whether the service configuration matches the appropriate product features;

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· Performing diagnostics against the specific services;

· Running tests against the specific services;
· Starting and stopping audits against specific services; and
· Scheduling routine testing of the specific services.
The Diagnose Service Problem processes will make the results of the root cause analysis
available to other processes. The Diagnose Service Problem processes will update the
open service trouble report, as required during the assessment, and when the root cause
has been identified.
When the process is complete the Diagnose Service Problem processes will notify the
Track & Manage Service Problem processes.

Verify Service Configuration

Process Identifier: 1.1.2.3.2.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process verifies whether the service configuration matches the appropriate product
features.

Extended Description
[Not Available]

Perform Specific Service Problem Diagnostics

Process Identifier: 1.1.2.3.2.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process performs diagnostics against the specific services.

Extended Description
[Not Available]

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Perform Specific Service Problem Tests

Process Identifier: 1.1.2.3.2.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process runs tests against the specific services.

Extended Description
[Not Available]

Schedule Routine Service Problem Tests

Process Identifier: 1.1.2.3.2.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process schedules routine testing of the specific services.

Extended Description
[Not Available]

Stop And Start Audit On Services

Process Identifier: 1.1.2.3.2.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process starts and stops audits against specific services.

Extended Description

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[Not Available]

Notify T&M Root Cause Service Problem

Process Identifier: 1.1.2.3.2.6

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process makes the results of the root cause analysis available to other processes. It
updates the open Service Trouble report, as required during the assessment, and when
the root cause has been identified. This process notifies the Track & Manage Service
Problem processes.

Extended Description
[Not Available]

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1.1.2.3.3 Correct & Resolve Service

Problem

Figure 24. Correct & Resolve Service Problem decomposition into level 4 processes

Correct & Resolve Service Problem

Process Identifier: 1.1.2.3.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Restore the service to a normal operational state as efficiently as possible

Extended Description
The objective of the Correct & Resolve Service Problem processes is to restore the
service to a normal operational state as efficiently as possible.
Based on the nature of the service failure leading to the associated service alarm event
notification, automatic restoration procedures might be triggered. Manual restoration
activity is assigned to the Correct & Resolve Service Problem processes from the Track &
Manage Service Problem processes.
Depending on the nature of the specific service failure, these processes may possibly re-
assign services or re-configure service parameters.

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For large service failures requiring extensive re-assignment and/or re-configuration

activity to restore normal operation, these processes will attempt to implement work-
arounds to recover the specific service operation. In these circumstances, recovery of
normal operation may require invocation of the Support Service Problem Management
processes.
They will also report successful restoration of normal service operation, restoration
through temporary work-arounds or an unsuccessful attempt at service restoration to
Track & Manage Service Problem through updates to the associated service trouble
report.

Reassign / Reconfigure Failed Service

Process Identifier: 1.1.2.3.3.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Depending on the nature of the specific service failure, these processes may possibly re-
assign services or re-configure service parameters. It also reports successful restoration
of normal operation or an unsuccessful attempt at restoration to Track & Manage Service
Problem through updates to the associated Service Trouble report.

Extended Description
[Not Available]

Manage Service Restoration

Process Identifier: 1.1.2.3.3.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Based on the nature of the service failure leading to the associated service alarm event
notification, this restoration process might be triggered. It reports successful restoration
of normal operation or an unsuccessful attempt at restoration to Track & Manage Service
Problem through updates to the associated Service Trouble report.

Extended Description
[Not Available]

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Implement Service Problem Work Arounds

Process Identifier: 1.1.2.3.3.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
For large service failures requiring extensive re-assignment and/or re-configuration
activity to restore normal operation, this process will attempt to implement workarounds to
recover the specific service operation. It also reports restoration through temporary
workarounds or an unsuccessful attempt at restoration to Track & Manage Service
Problem through updates to the associated Service Trouble report.

Extended Description
[Not Available]

Invoke Support Service Problem Management Processes

Process Identifier: 1.1.2.3.3.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process recovers normal operation by invocation of the Support Service Problem
Management processes. It also reports successful restoration of normal operation or an
unsuccessful attempt at restoration to Track & Manage Service Problem through updates
to the associated Service Trouble report.

Extended Description
[Not Available]

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1.1.2.3.4 Track & Manage Service Problem

Figure 25. Track & Manage Service Problem decomposition into level 4 processes

Track & Manage Service Problem

Process Identifier: 1.1.2.3.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Ensure that testing, repair and restoration activities are assigned, coordinated and
tracked efficiently, and that escalation is invoked as required for any open service trouble
reports in jeopardy

Extended Description
The purpose of the Track & Manage Service Problem processes is to ensure that testing,
repair and restoration activities are assigned, coordinated and tracked efficiently, and that
escalation is invoked as required for any open service trouble reports in jeopardy.
Responsibilities of these processes include, but are not limited to:

· Initiating first-in testing using automated remote testing capabilities;

· Adding additional information to an open service trouble report based on the first-in
testing;
· Scheduling, assigning and coordinating repair and restoration activities;
· Generating the respective resource trouble report creation request(s) to Create
Resource Trouble Report based on specific service trouble reports;

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· Initiate any final testing to confirm clearance of the service problem;

· Undertake necessary tracking of the execution progress;
· Modifying information in an existing service trouble report based on assignments;
· Modifying the service trouble report status;
· Canceling a service trouble report when the specific problem was related to a false
service alarm event; and
· Monitoring the jeopardy status of open service trouble reports, and escalating service
trouble reports as necessary.

Note that some specific resource components may be owned and managed by
suppliers/partners. In these cases the Track & Manage Service Problem process is
responsible for initiating requests, through S/P Problem Reporting & Management
processes for restoration and recovery by the supplier/partner of the specific resource
components.
These processes will co-ordinate all the actions necessary in order to guarantee that all
tasks are finished at the appropriate time and in the appropriate sequence.

The Track & Manage Service Problem processes are responsible for engaging external
suppliers/partners in correction and recovery activities when:
· higher level expertise and/or higher level support is required to resolve the service
problem, (which may be automatic in the case of highest priority service problems);
· the specific service has been purchased from an external supplier (as in an interconnect
service); or
· the specific service is delivered by an external partner.

Where the engagement with an external supplier/partner is for purchased or delivered

services, as the case may be, the tracking and management of the supplier/partner
problem resolution activity is actually performed by the S/P Problem Reporting &
Management processes, with the Track & Manage Service Problem processes relegated
to an overall coordination role. The Track & Manage Service Problem processes will also
inform the Close Service Problem processes by modifying the service trouble report
status to cleared when the service problem has been resolved.

Coordinate Service Problem

Process Identifier: 1.1.2.3.4.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description

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This process coordinates all the actions necessary in order to guarantee that all tasks are
finished at the appropriate time and in the appropriate sequence. It schedules, assigns
and coordinates repair and restoration activities, undertakes necessary tracking of the
execution progress, modifies information in an existing Service Trouble report based on
assignments, and modifies the Service Trouble report status.

Extended Description
[Not Available]

Perform First in Service Testing

Process Identifier: 1.1.2.3.4.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process initiates first-in testing using automated remote testing capabilities, and
adds additional information to an open Service Trouble report based on the first-in testing.

Extended Description
[Not Available]

Cancel Service Problem

Process Identifier: 1.1.2.3.4.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process cancels a Service Trouble report when the specific trouble was related to a
false alarm event.

Extended Description
[Not Available]

Escalate/End Service Problem

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Process Identifier: 1.1.2.3.4.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process monitors the jeopardy status of open Service Trouble reports, and escalates
Service Trouble reports as necessary.

Extended Description
[Not Available]

Perform Final Service Test

Process Identifier: 1.1.2.3.4.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process initiates any final testing to confirm clearance of the Service Problem.

Extended Description
[Not Available]

Engage External Service Suppliers

Process Identifier: 1.1.2.4.6.7

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
If some specific resource components are owned and managed by suppliers/partners,
this process is responsible for initiating requests, through S/P Performance Management,
for resolution by the supplier/partner of the specific resource components. This process
will co-ordinate all the actions necessary in order to guarantee that all tasks are finished
at the appropriate time and in the appropriate sequence.

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Extended Description
[Not Available]

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1.1.2.3.5 Report Service Problem

Figure 26. Report Service Problem decomposition into level 4 processes

Report Service Problem

Process Identifier: 1.1.2.3.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Monitor the status of service trouble reports, provide notifications of any changes and
provide management reports

Extended Description
The objective of the Report Service Problem processes is to monitor the status of service
trouble reports, provide notifications of any changes and provide management reports.
These processes are responsible for continuously monitoring the status of service trouble
reports and managing notifications to processes and other parties registered to receive
notifications of any status changes, for example, Service Quality Management and
Customer QoS/SLA Management processes. Notification lists are managed and
maintained by the Support Service Problem Management processes.
These processes record, analyze and assess the service trouble report status changes to
provide management reports and any specialized summaries of the efficiency and

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effectiveness of the overall Service Problem Management process. These specialized

summaries could be specific reports required by specific audiences.
These processes will make the necessary reports about the problem that occurred, the
root cause and the activities carried out for restoration.

Monitor Service Problem

Process Identifier: 1.1.2.3.5.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process is responsible for continuously monitoring the status of Service Trouble
reports and managing notifications to processes and other parties registered to receive
notifications of any status changes, for example, Resource Performance Management
and Service Quality Management. Notification lists are managed and maintained by the
Support Service Problem Management processes.

Extended Description
[Not Available]

Distribute Service Problem Notifications

Process Identifier: 1.1.2.3.5.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process makes the necessary reports about the Service Problem that occurred, the
root cause and the activities carried out for restoration.

Extended Description
[Not Available]

Distribute Service Problem Management Reports & Summaries

Process Identifier: 1.1.2.3.5.3

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Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process records, analyzes and assesses the Service Performance Degradation
Report status changes to provide management reports and any specialized summaries of
the efficiency and effectiveness of the overall Service Quality Management process.
These specialized summaries could be specific reports required by specific audiences.

Extended Description
[Not Available]

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1.1.2.3.7 Survey & Analyze Service

Problem

Figure 27. Survey & Analyze Service Problem decomposition into level 4 processes

Survey & Analyze Service Problem

Process Identifier: 1.1.2.3.7

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Monitor service alarm event notifications and manage service alarm event records in real-
time

Extended Description
The objective of the Survey & Analyze Service Problem processes is to monitor service
alarm event notifications and manage service alarm event records in real-time.

Responsibilities of the Survey & Analyze Service Problem processes include, but are not
limited to:

· Detecting and collecting service alarm event notifications;

· Initiating and managing service alarm event records;

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· Performing service alarm event notification localization analysis;

· Correlating and filtering service alarm event records;
· Reporting service alarm event record status changes to other processes;
· Managing service alarm event record jeopardy conditions.

Service alarm event notification analysis encompasses the identification of the service
alarm event in terms of reporting entity and nature of the service alarm event. It will then
analyze the service alarm events based on a number of criteria and then suppress
redundant, transient or implied service alarm events by means of filtering and correlation.
It includes the notification of new service alarm event records, or status changes of
previously reported service alarm event records, as well as abatement messages when
service alarm event records have been cleared.

The analysis will correlate service alarm event notifications to planned outage
notifications to remove false service alarm event notifications arising as a result of the
planned outage activity.

These processes may determine that a service alarm event notification may represent a
customer impacting condition. In these circumstances this process is responsible for
indicating a potential customer problem to the Problem Handling processes. As a part of
this indication this process is responsible for identifying the impacted deployed product
instances associated with the service instances presenting alarm event notifications and
passing this information to the Problem Handling processes.

Service alarm event record correlation and filtering encompasses the correlation of
redundant, transient or implied service alarm event notifications with a specific “root
cause” service alarm event notification and associated service alarm event record.

The Survey & Analyze Service Problem processes might trigger a well-defined action
based on specific service alarm event notification information as well as the non-arrival of
service alarm event notification information after a specific time interval has elapsed.

These processes are also responsible for monitoring and triggering the appropriate action
when a service alarm event record is not cleared within a pre-defined period of time.

Manage Service Alarm Event Notifications

Process Identifier: 1.1.2.3.7.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

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Brief Description
This process may determine that a service alarm event notification may represent a
customer impacting condition. In these circumstances this process is responsible for
indicating a potential customer problem to the Problem Handling processes. As a part of
this indication this process is responsible for identifying the impacted deployed product
instances associated with the service instances presenting alarm event notifications and
passing this information to the Problem Handling processes.

Extended Description
[Not Available]

Filter Service Alarm Event Notifications

Process Identifier: 1.1.2.3.7.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process encompasses the correlation of redundant, transient or implied service
alarm event notifications with a specific “root cause” service alarm event notification and
associated service alarm event record.

Extended Description
[Not Available]

Correlate Service Alarm Event Notifications

Process Identifier: 1.1.2.3.7.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process encompasses the correlation of redundant, transient or implied service
alarm event notifications with a specific “root cause” service alarm event notification and
associated service alarm event record. This process correlates service alarm event
notifications to planned outage notifications to remove false service alarm event
notifications arising as a result of the planned outage activity.

Extended Description

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[Not Available]

Abate Service Alarm Event Records

Process Identifier: 1.1.2.3.7.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process includes the notification of new service alarm event records or status
changes of previously reported service alarm event records, as well as abatement
messages when service alarm event records have been cleared.

Extended Description
[Not Available]

Trigger Defined Service Alarm Action

Process Identifier: 1.1.2.3.7.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process triggers a well-defined action based on specific service alarm event
notification information as well as the non-arrival of service alarm event notification
information after a specific time interval has elapsed. This process is also responsible for
monitoring and triggering the appropriate action when a service alarm event record is not
cleared within a pre-defined period of time.

Extended Description
[Not Available]

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1.1.2.4 Service Quality Management

Figure 28. Service Quality Management decomposition into level 3 processes

Service Quality Management

Process Identifier: 1.1.2.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Managing, tracking, monitoring, analyzing, improving and reporting on the performance of
specific services

Extended Description
Managing, tracking, monitoring, analyzing, improving and reporting on the performance of
specific services.

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Monitor Service Quality

Process Identifier: 1.1.2.4.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Monitor received service quality information and undertake first-in detection

Extended Description
The objective of the Monitor Service Quality processes is to monitor received service
quality information and undertake first-in detection.
The responsibilities of the processes include, but are not limited to:
· Undertake the role of first in detection and collection by monitoring and logging the
received specific service performance quality data;
· Comparing the received specific service performance quality data to performance
quality standards set for each specific service (available from the Service Inventory);
· Assessing and recording received specific service performance quality data which is
within tolerance limits for performance quality standards, and for which continuous
monitoring and measuring of performance is required;
· Recording the results of the continuous monitoring for reporting through the Report
Service Quality Performance processes;
· Detect performance quality threshold violations which represent specific service failures
due to abnormal performance;
· Pass information about specific service failures due to performance quality threshold
violations to Service Problem Management to manage any necessary restoration activity
as determined by that process;
· Pass information about potential specific customer SLA/QoS performance degradations
arising from specific service quality performance degradations (using knowledge about
service to purchased product offering linkages) to Problem Handling to manage any
necessary restoration activity as determined by that process;
· Detect performance degradation for specific services which provide early warning of
potential issues;
· Forward service performance degradation notifications to other Service Quality
Management processes, which manage activities to restore normal specific service
performance quality; and
· Log specific service performance quality degradation and violation details within the
repository in the Manage Service Inventory processes to ensure historical records are
available to support the needs of other processes.
The processes also perform automated service testing using simulated calls simulating
standard user behavior, and collect data related to service usage which may supply
information to other processes (i.e. marketing, service cost, etc) and identify abnormal

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usage by the service users (i.e. bad passwords, terminal configurations, etc).

Analyze Service Quality

Process Identifier: 1.1.2.4.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Analyze and evaluate the service quality performance of specific services

Extended Description
The purpose of the Analyze Service Quality processes is to analyze the information
received from the Monitor Service Quality process to evaluate the service quality
performance of specific services.
Using the data from Monitor Service Quality, these processes will correlate events in
order to filter repetitive alarms and failure events that do not affect the quality delivered,
and they will calculate key service quality indicators, (such as Mean Time Between
Failures and other chronic problems).
The responsibilities of the processes include, but are not limited to:
· Undertaking analysis as required on specific service performance information
received from the Monitor Service Quality processes;
· Initiating, modifying and cancelling continuous performance data collection
schedules for specific services required to analyze specific service performance. These
schedules are established through requests sent to the Enable Service Quality
Management processes.
· Determining the root causes of specific service performance degradations and
violations;
· Recording the results of the analysis and intermediate updates in the Service
Inventory for historical analysis and for use as required by other processes; and
· Undertaking specific detailed analysis (if the original requested came from
Customer QoS/SLA Management processes) to discover the root cause of customer QoS
performance degradations that may be arising due to interactions between service
instances, without any specific service instance having an unacceptable performance in
its own right.

Improve Service Quality

Process Identifier: 1.1.2.4.3

Process Context

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This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Restore the service quality to a normal operational state as efficiently as possible.

Extended Description
The objective of the Improve Service Quality processes is to restore the service quality to
a normal operational state as efficiently as possible.
These processes follow service improvement plans specified by the supplier/partner, or
use service improvement plans developed by the service provider. Where appropriate
service improvement plans are not available these processes are responsible for
developing appropriate service improvement plans.
Where activity to improve service quality performance is likely to impact other in-use
specific services, this process is responsible for providing appropriate notification of the
improvement proposal and ensuring authorization is received to proceed with the service
improvement plan. When the service improvement activity is about to commence, these
processes are responsible for notifying when service improvement activity is commencing
and when it is completed.
Based on the information determined within the Analyze Service Quality processes and
the nature of the specific service degradation, these processes may possibly re-assign
services or re-configure service parameters.

Report Service Quality Performance

Process Identifier: 1.1.2.4.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Monitor the status of service performance degradation reports, provide notifications of
any changes and provide management reports

Extended Description
The objective of the Report Service Quality Performance processes is to monitor the
status of service performance degradation reports, provide notifications of any changes
and provide management reports.
These processes are responsible for continuously monitoring the status of service
performance degradation reports and managing notifications to other processes in the
SM&O and other process layers, and to other parties registered to receive notifications of
any status changes. Notification lists are managed and maintained by the Enable Service
Quality Management processes.

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These processes record, analyze and assess the service performance degradation report
status changes to provide management reports and any specialized summaries of the
efficiency and effectiveness of the overall Service Quality Management process. These
specialized summaries could be specific reports required by specific audiences.
These processes also report any identified constraints that can affect service quality
standards to other processes. These constraints may include specific resource failures,
capacity shortages due to unexpected demand peaks, etc.

Create Service Performance Degradation Report

Process Identifier: 1.1.2.4.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Create a new service performance degradation report.

Extended Description
The objective of the Create Service Performance Degradation Report process is to create
a new service performance degradation report, modify existing service performance
degradation reports, and request cancellation of existing service performance
degradation reports.
A new service performance degradation report may be created as a result of specific
service performance notifications undertaken by the Monitor Service Performance
processes, or at the request of analysis undertaken by other CRM, SM&O or RM&O
processes which detect that some form of deterioration or failure has occurred requires
an assessment of the specific service performance.
If the service performance degradation report is created as a result of a notification or
request from processes other than Monitor Service Performance processes, the Create
Service Performance Degradation Report processes are responsible for converting the
received information into a form suitable for the Service Performance Management
processes, and for requesting additional information if required.

Track & Manage Service Quality Performance Resolution

Process Identifier: 1.1.2.4.6

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description

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Efficiently assign, coordinate and track specific service performance analysis, restoration
and improvement activities, and escalate any open service performance degradation
reports in jeopardy.

Extended Description
The objective of the Track & Manage Service Quality Performance Resolution processes
is to efficiently assign, coordinate and track specific service performance analysis,
restoration and improvement activities, and escalate any open service performance
degradation reports in jeopardy.

Responsibilities of these processes include, but are not limited to:

· Adding additional information to an open service performance degradation report based

on the first-in and on-going analysis;
· Scheduling, assigning and coordinating analysis and specific service performance
restoration activities and/or repair activities delegated to other processes;
· Generating the respective resource trouble report creation request(s) to Create
Resource Trouble Report based on specific service performance degradation reports
where analysis the root cause is related to resources;
· Modifying information in an existing service performance degradation report based on
assignments;
· Modifying the service performance degradation report status;
· Canceling a service performance degradation report when the specific request was
related to a false service failure event; and
· Monitoring the jeopardy status of open service performance degradation reports, and
escalating service performance degradation reports as necessary.

Note that some specific resource components may be owned and managed by
suppliers/partners. In these cases the Track & Manage Service Quality Performance
process is responsible for initiating requests, through S/P Performance Management for
resolution by the supplier/partner of the specific resource components.
These processes will co-ordinate all the actions necessary in order to guarantee that all
tasks are finished at the appropriate time and in the appropriate sequence.
The Track & Manage Service Quality Performance Resolution processes will also inform
the Close Service Performance Degradation Report processes by modifying the service
performance degradation report status to cleared when the specific service performance
quality issues have been resolved.

Close Service Performance Degradation Report

Process Identifier: 1.1.2.4.7

Process Context

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This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Close a service performance degradation report when the service performance has been
resolved

Extended Description
The objective of the Close Service Performance Degradation Report processes is to
close a service performance degradation report when the service performance has been
resolved.
These processes monitor the status of all open service performance degradation reports,
and recognize that a service performance degradation report is ready to be closed when
the status is changed to cleared.

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1.1.2.4.1 Monitor Service Quality

Figure 29. Monitor Service Quality decomposition into level 4 processes

Monitor Service Quality

Process Identifier: 1.1.2.4.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Monitor received service quality information and undertake first-in detection

Extended Description
The objective of the Monitor Service Quality processes is to monitor received service
quality information and undertake first-in detection.
The responsibilities of the processes include, but are not limited to:
· Undertake the role of first in detection and collection by monitoring and logging the
received specific service performance quality data;
· Comparing the received specific service performance quality data to performance
quality standards set for each specific service (available from the Service Inventory);
· Assessing and recording received specific service performance quality data which is
within tolerance limits for performance quality standards, and for which continuous
monitoring and measuring of performance is required;

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· Recording the results of the continuous monitoring for reporting through the Report
Service Quality Performance processes;
· Detect performance quality threshold violations which represent specific service failures
due to abnormal performance;
· Pass information about specific service failures due to performance quality threshold
violations to Service Problem Management to manage any necessary restoration activity
as determined by that process;
· Pass information about potential specific customer SLA/QoS performance degradations
arising from specific service quality performance degradations (using knowledge about
service to purchased product offering linkages) to Problem Handling to manage any
necessary restoration activity as determined by that process;
· Detect performance degradation for specific services which provide early warning of
potential issues;
· Forward service performance degradation notifications to other Service Quality
Management processes, which manage activities to restore normal specific service
performance quality; and
· Log specific service performance quality degradation and violation details within the
repository in the Manage Service Inventory processes to ensure historical records are
available to support the needs of other processes.
The processes also perform automated service testing using simulated calls simulating
standard user behavior, and collect data related to service usage which may supply
information to other processes (i.e. marketing, service cost, etc) and identify abnormal
usage by the service users (i.e. bad passwords, terminal configurations, etc).

Manage Service Performance Quality Data

Process Identifier: 1.1.2.4.1.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process monitors and logs the received specific service performance quality data,
compares the received specific service performance quality data to performance quality
standards set for each specific service (available from the Service Inventory), detect
performance quality threshold violations which represent specific service failures due to
abnormal performance, and detects performance degradation for specific services which
provide early warning of potential issues.

Extended Description
[Not Available]

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Record Service Performance Quality Data

Process Identifier: 1.1.2.4.1.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process assesses and records received specific service performance quality data
which is within tolerance limits for performance quality standards, and for which
continuous monitoring and measuring of performance is required. It records the results
of the continuous monitoring for reporting through the Report Service Quality
Performance processes, and logs specific service performance quality degradation and
violation details within the repository in the Manage Service Inventory processes to
ensure historical records are available to support the needs of other processes.

Extended Description
[Not Available]

Correlate Service Performance Event Notifications

Process Identifier: 1.1.2.4.1.3
Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process passes information about specific service failures due to performance
quality threshold violations to Service Problem Management to manage any necessary
restoration activity as determined by that process. It passes information about potential
specific customer SLA/QoS performance degradations arising from specific service
quality performance degradations (using knowledge about service to purchased
product offering linkages) to Problem Handling to manage any necessary restoration
activity as determined by that process. It forwards service performance degradation
notifications to other Service Quality Management processes, which manage activities to
restore normal specific service performance quality.

Perform automated service testing using simulated calls simulating standard user
behavior, collect data related to service usage

Extended Description
[Not Available]

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1.1.2.4.2 Analyze Service Quality

Figure 30. Analyze Service Quality decomposition into level 4 processes

Analyze Service Quality

Process Identifier: 1.1.2.4.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Analyze and evaluate the service quality performance of specific services

Extended Description
The purpose of the Analyze Service Quality processes is to analyze the information
received from the Monitor Service Quality process to evaluate the service quality
performance of specific services.
Using the data from Monitor Service Quality, these processes will correlate events in
order to filter repetitive alarms and failure events that do not affect the quality delivered,
and they will calculate key service quality indicators, (such as Mean Time Between
Failures and other chronic problems).
The responsibilities of the processes include, but are not limited to:

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· Undertaking analysis as required on specific service performance information

received from the Monitor Service Quality processes;
· Initiating, modifying and cancelling continuous performance data collection
schedules for specific services required to analyze specific service performance. These
schedules are established through requests sent to the Enable Service Quality
Management processes.
· Determining the root causes of specific service performance degradations and
violations;
· Recording the results of the analysis and intermediate updates in the Service
Inventory for historical analysis and for use as required by other processes; and
· Undertaking specific detailed analysis (if the original requested came from
Customer QoS/SLA Management processes) to discover the root cause of customer QoS
performance degradations that may be arising due to interactions between service
instances, without any specific service instance having an unacceptable performance in
its own right.

Perform Specific Service Performance Diagnostics

Process Identifier: 1.1.2.4.2.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process performs analysis as required on specific service performance information
received from the Monitor Service Quality processes. It determines the root causes of
specific service performance degradations and violations, records the results of the
analysis and intermediate updates in the Service Inventory for historical analysis and for
use as required by other processes, and undertakes specific detailed analysis (if the
original requested came from Customer QoS/SLA Management processes) to discover
the root cause of customer QoS performance degradations that may be arising due to
interactions between service instances, without any specific service instance having an
unacceptable performance in its own right.

Extended Description
[Not Available]

Manage Service Performance Data Collection Schedules

Process Identifier: 1.1.2.4.2.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements

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for application within a specific organization or domain.

Brief Description
This process initiates, modifies and cancels continuous performance data collection
schedules for specific services required to analyze specific service performance. These
schedules are established through requests sent to the Enable Service Quality
Management processes.

Extended Description
[Not Available]

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1.1.2.4.3 Improve Service Quality

Figure 31. Improve Service Quality decomposition into level 4 processes

Improve Service Quality

Process Identifier: 1.1.2.4.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Restore the service quality to a normal operational state as efficiently as possible.

Extended Description
The objective of the Improve Service Quality processes is to restore the service quality to
a normal operational state as efficiently as possible.
These processes follow service improvement plans specified by the supplier/partner, or
use service improvement plans developed by the service provider. Where appropriate
service improvement plans are not available these processes are responsible for
developing appropriate service improvement plans.
Where activity to improve service quality performance is likely to impact other in-use
specific services, this process is responsible for providing appropriate notification of the
improvement proposal and ensuring authorization is received to proceed with the service
improvement plan. When the service improvement activity is about to commence, these

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processes are responsible for notifying when service improvement activity is commencing
and when it is completed.
Based on the information determined within the Analyze Service Quality processes and
the nature of the specific service degradation, these processes may possibly re-assign
services or re-configure service parameters.

Reassign / Reconfigure Service or Service Parameters

Process Identifier: 1.1.2.4.3.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Based on the information determined within the Analyze Service Quality processes and
the nature of the specific service degradation, this process may re-assign services or re-
configure service parameters.

Extended Description
[Not Available]

Manage Service Improvement Notification and Authorization

Process Identifier: 1.1.2.4.3.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Where activity to improve service quality performance is likely to impact other in-use
specific services, this process is responsible for providing appropriate notification of the
improvement proposal and ensuring authorization is received to proceed with the service
improvement plan. When the service improvement activity is about to commence, this
process is responsible for notifying when service improvement activity is commencing
and when it is completed.

Extended Description
[Not Available]

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Develop Service Improvement Plans

Process Identifier: 1.1.2.4.3.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Where appropriate service improvement plans are not available this process is
responsible for developing appropriate service improvement plans.

Extended Description
[Not Available]

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1.1.2.4.4 Report Service Quality

Performance

Figure 32. Report Service Quality Performance decomposition into level 4 processes

Report Service Quality Performance

Process Identifier: 1.1.2.4.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Monitor the status of service performance degradation reports, provide notifications of
any changes and provide management reports

Extended Description
The objective of the Report Service Quality Performance processes is to monitor the
status of service performance degradation reports, provide notifications of any changes
and provide management reports.
These processes are responsible for continuously monitoring the status of service
performance degradation reports and managing notifications to other processes in the
SM&O and other process layers, and to other parties registered to receive notifications of
any status changes. Notification lists are managed and maintained by the Enable Service
Quality Management processes.

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These processes record, analyze and assess the service performance degradation report
status changes to provide management reports and any specialized summaries of the
efficiency and effectiveness of the overall Service Quality Management process. These
specialized summaries could be specific reports required by specific audiences.
These processes also report any identified constraints that can affect service quality
standards to other processes. These constraints may include specific resource failures,
capacity shortages due to unexpected demand peaks, etc.

Monitor Service Performance Degradation Report

Process Identifier: 1.1.2.4.4.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process is responsible for continuously monitoring the status of Service Performance
Degradation Reports and managing notifications to processes and other parties
registered to receive notifications of any status changes. Notification lists are managed
and maintained by the Enable Service Quality Management processes.

Extended Description
[Not Available]

Report Constraints to Other Processes

Process Identifier: 1.1.2.4.4.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process reports any identified constraints that can affect service quality standards to
other processes. These constraints may include specific resource failures, capacity
shortages due to unexpected demand peaks, etc.

Extended Description
[Not Available]

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Distribute Service Quality Management Reports & Summaries

Process Identifier: 1.1.2.4.4.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process records, analyzes and assesses the Service Performance Degradation
Report status changes to provide management reports and any specialized summaries of
the efficiency and effectiveness of the overall Service Quality Management process.
These specialized summaries could be specific reports required by specific audiences.

Extended Description
[Not Available]

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1.1.2.4.5 Create Service Performance

Degradation Report

Figure 33. Create Service Performance Degradation Report decomposition into level 4 processes

Create Service Performance Degradation Report

Process Identifier: 1.1.2.4.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Create a new service performance degradation report.

Extended Description
The objective of the Create Service Performance Degradation Report process is to create
a new service performance degradation report, modify existing service performance
degradation reports, and request cancellation of existing service performance
degradation reports.
A new service performance degradation report may be created as a result of specific
service performance notifications undertaken by the Monitor Service Performance
processes, or at the request of analysis undertaken by other CRM, SM&O or RM&O

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processes which detect that some form of deterioration or failure has occurred requires
an assessment of the specific service performance.
If the service performance degradation report is created as a result of a notification or
request from processes other than Monitor Service Performance processes, the Create
Service Performance Degradation Report processes are responsible for converting the
received information into a form suitable for the Service Performance Management
processes, and for requesting additional information if required.

Generate Service Performance Degradation Problem

Process Identifier: 1.1.2.4.5.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process creates a new Service Performance Degradation Report as a result of
specific service performance notifications undertaken by the Monitor Service
Performance processes, or at the request of analysis undertaken by other CRM, SM&O
or RM&O processes which detect that some form of deterioration or failure has occurred
requires an assessment of the specific service performance.

Extended Description
[Not Available]

Convert Report To Service Performance Degradation Report Format

Process Identifier: 1.1.2.4.5.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
If the service performance degradation report is created as a result of a notification or
request from processes other than Monitor Service Performance processes, this process
responsible for converting the received information into a form suitable for the Service
Performance Management processes, and for requesting additional information if
required.

Extended Description
[Not Available]

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1.1.2.4.6 Track & Manage Service Quality

Performance Resolution

Figure 34. Track & Manage Service Quality Performance Resolution decomposition into level 4 processes

Track & Manage Service Quality Performance Resolution

Process Identifier: 1.1.2.4.6

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Efficiently assign, coordinate and track specific service performance analysis, restoration
and improvement activities, and escalate any open service performance degradation
reports in jeopardy.

Extended Description
The objective of the Track & Manage Service Quality Performance Resolution processes
is to efficiently assign, coordinate and track specific service performance analysis,
restoration and improvement activities, and escalate any open service performance
degradation reports in jeopardy.

Responsibilities of these processes include, but are not limited to:

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· Adding additional information to an open service performance degradation report based

on the first-in and on-going analysis;
· Scheduling, assigning and coordinating analysis and specific service performance
restoration activities and/or repair activities delegated to other processes;
· Generating the respective resource trouble report creation request(s) to Create
Resource Trouble Report based on specific service performance degradation reports
where analysis the root cause is related to resources;
· Modifying information in an existing service performance degradation report based on
assignments;
· Modifying the service performance degradation report status;
· Canceling a service performance degradation report when the specific request was
related to a false service failure event; and
· Monitoring the jeopardy status of open service performance degradation reports, and
escalating service performance degradation reports as necessary.

Note that some specific resource components may be owned and managed by
suppliers/partners. In these cases the Track & Manage Service Quality Performance
process is responsible for initiating requests, through S/P Performance Management for
resolution by the supplier/partner of the specific resource components.
These processes will co-ordinate all the actions necessary in order to guarantee that all
tasks are finished at the appropriate time and in the appropriate sequence.
The Track & Manage Service Quality Performance Resolution processes will also inform
the Close Service Performance Degradation Report processes by modifying the service
performance degradation report status to cleared when the specific service performance
quality issues have been resolved.

Coordinate Service Quality

Process Identifier: 1.1.2.4.6.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process schedules, assigns and coordinates analysis and specific service
performance restoration activities and/or repair activities delegated to other processes,
undertakes necessary tracking of the execution progress, modifies information in an
existing Service Performance Degradation Report based on assignments, and modifies
the Service Performance Degradation Report status.

Extended Description
[Not Available]

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Request Service Performance Degradation Report Creation and Update

Process Identifier: 1.1.2.4.6.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process generates the respective resource trouble report creation request(s) to
Create Resource Trouble Report based on specific service performance degradation
reports where analysis the root cause is related to resources. It modifies information in
an existing service performance degradation report based on assignments, and modifies
the service performance degradation report status.

Extended Description
[Not Available]

Update First in Service Testing Results

Process Identifier: 1.1.2.4.6.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process adds additional information to an open Service Performance Degradation
Report based on the first-in testing.

Extended Description
[Not Available]

Cancel Service Performance Degradation Report

Process Identifier: 1.1.2.4.6.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

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Brief Description
This process cancels a Service Performance Degradation Report when the specific
trouble was related to a false service failure event.

Extended Description
[Not Available]

Escalate/End Service Performance Degradation Report

Process Identifier: 1.1.2.4.6.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process monitors the jeopardy status of open Service Performance Degradation
Reports, and escalates Service Performance Degradation Reports as necessary.

Extended Description
[Not Available]

Clear Service Performance Degradation Report Status

Process Identifier: 1.1.2.4.6.6

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process informs the Close Service Performance Degradation Report process by
modifying the Service Performance Degradation Report status to cleared when the
specific service performance quality issues have been resolved.

Extended Description
[Not Available]

Engage External Service Suppliers

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Process Identifier: 1.1.2.4.6.7

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
If some specific resource components are owned and managed by suppliers/partners,
this process is responsible for initiating requests, through S/P Performance Management,
for resolution by the supplier/partner of the specific resource components. This process
will co-ordinate all the actions necessary in order to guarantee that all tasks are finished
at the appropriate time and in the appropriate sequence.

Extended Description
[Not Available]

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1.1.3.2 Resource Provisioning

Figure 35. Resource Provisioning decomposition into level 3 processes

Resource Provisioning

Process Identifier: 1.1.3.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Allocation, installation, configuration, activation and testing of specific resources to meet
the service requirements, or in response to requests from other processes to alleviate
specific resource capacity shortfalls, availability concerns or failure conditions.

Extended Description
Resource Provisioning processes encompass allocation, installation, configuration,
activation and testing of specific resources to meet the service requirements, or in
response to requests from other processes to alleviate specific resource capacity
shortfalls, availability concerns or failure conditions.
Responsibilities of the Resource Provisioning processes include, but are not limited to:
· Verifying whether appropriate specific resources are available as part of pre-order
feasibility checks;

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· Allocating the appropriate specific resources to support service orders or requests from
other processes;
· Reserving specific resources (if required by the business rules) for a given period of
time until the service order is confirmed;
· Possibly initiating delivery of specific resources to the central office, to site or to the
customer premise;
· Installation and commissioning of specific resources after delivery;
· Configuring and activating physical and/or logical specific resources, as appropriate;
· Testing the specific resources to ensure the resource is working correctly;
· Recovery of resources;
· Updating of the Resource Inventory Database to reflect that the specific resource has
been allocated to specific services, modified or recovered;
· Assigning and tracking resource provisioning activities;
· Managing resource provisioning jeopardy conditions; and
· Reporting progress on resource orders to other processes.

Allocate & Install Resource

Process Identifier: 1.1.3.2.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Allocate specific resources required to support a specific service

Extended Description
The objective of the Allocate & Deliver Resource processes is to allocate specific
resources required to support a specific service.
These activities include but are not limited to:
· Investigating the ability to be able to satisfy specific service orders as a part of a
feasibility check;
· Reserving or allocating specific resources in response to issued resource orders;
· Confirming availability of, or initiating an order for, equipment or software with a
Supplier/Partner; and
· Installing and commissioning specific resources following delivery.
Where the Allocate & Deliver Resource processes are requested by a resource order
issued as part of a pre-order feasibility check, these processes determine whether there
are adequate specific resources available to fulfill the request. Where there are not
sufficient specific resources available, these processes may initiate enquiries using the

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relevant S/PRM and/or Resource Support & Readiness processes to determine lead
times for specific resource availability. Depending on business rules, and on any specific
levels of commitment contained in the initiating service order, these processes may
reserve specific resources linked to the initiating service order for a period of time, and
releasing them when the time period has expired. These processes are responsible for
creating a response to the initiating processes with respect to the feasibility assessment.
Where the Allocate & Deliver Resource processes are requested by a resource order
issued in response to a confirmed service order, these processes are responsible for
allocating the specific resources required to satisfy the initiating service order. Any
previously reserved specific resources are marked as allocated.

These process are responsible for initiating, using the S/PRM processes, resource
requisition orders for any specific resources in shortfall. Sufficient information is supplied
with the resource requisition orders to ensure that the appropriate specific resources are
delivered to the appropriate location for installation and configuration. This may include,
for example, a central office, a transmission room, or the customer premise.
Following delivery, these processes are responsible for installing and commissioning
specific resources, and updating the resource inventory as part of these processes.
Where installation of the specific resources requires an upfront major resource
infrastructure, the installation of both the resource infrastructure and specific resources
may be undertaken under the control of the Support Resource Provisioning processes.
The Allocate & Deliver Resource processes will closely interact with the Manage
Resource Inventory processes to determine availability of physical and logical specific
resources to select from, thereby applying specific selection criteria.

Configure & Activate Resource

Process Identifier: 1.1.3.2.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Configure and activate the specific resources allocated against an issued resource order

Extended Description
The objective of the Configure & Activate Resource Processes is to configure and
activate the specific resources allocated against an issued resource order. These
processes are responsible for, but not limited to:

· Assessing and planning the approach to be undertaken for configuration and

activation;
· Re-use standard configuration and activation processes applicable to specific
resources;

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· Providing notifications as required if the activation activity requires a planned

outage or is likely to initiate false specific resource alarm event notifications; and
· Updating the information contained in the resource inventory as to the
configuration of specific resources and their status.

At the successful conclusion of these activities, the status of the specific resources will
be changed from allocated to activated, which means they are in use.

Test Resource

Process Identifier: 1.1.3.2.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Test specific resources to ensure they are operating within normal parameters

Extended Description
The responsibility of the Test Resource processes is to test specific resources to ensure
they are operating within normal parameters. The objective is to verify whether the
resources are working correctly and meet the appropriate performance levels.
These processes test specific resources against supplier/partner defined test plans, or
against test plans developed by the service provider. Where appropriate test plans are
not available these processes are responsible for developing appropriate test plans.
These processes are also responsible for capturing and storing the test results for
historical and downstream testing comparison purposes.
If these tests succeed, the specific resources will be marked as in-service which means
the specific resources are available for use.

Track & Manage Resource Provisioning

Process Identifier: 1.1.3.2.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Ensure resource provisioning activities are assigned, managed and tracked efficiently

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Extended Description
The objective of the Track & Manage Resource Provisioning process is to ensure
resource provisioning activities are assigned, managed and tracked efficiently.
Responsibilities of these processes include, but are not limited to:
· Scheduling, assigning and coordinating resource provisioning related activities;
· Escalating status of resource orders in accordance with local policy;
· Undertaking necessary tracking of the execution process;
· Adding additional information to an existing resource order;·
· Modifying information in an existing resource order;
· Modifying the resource order status;·
· Canceling a resource order when the initiating service order is cancelled;
· Monitoring the jeopardy status of resource orders, and escalating resource
orders as necessary; and
· Indicating completion of a resource order by modifying the resource order status.
These processes will co-ordinate all the actions necessary in order to guarantee that all
tasks are finished at the appropriate time and in the appropriate sequence.
The Track & Manage Resource Provisioning processes are responsible for engaging
external suppliers in provisioning activities when these have been outsourced or
contracted to external parties.
The Track & Manage Resource Provisioning processes will also inform the Close
Resource Order processes by modifying the resource order status to complete when the
resource order has been fulfilled.

Report Resource Provisioning

Process Identifier: 1.1.3.2.6

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Monitor the status of resource orders, provide notifications of any changes and provide
management reports.

Extended Description
The objective of the Report Resource Provisioning processes is to monitor the status of
resource orders, provide notifications of any changes and provide management reports.
These processes are responsible for continuously monitoring the status of resource
orders and managing notifications to processes and other parties registered to receive
notifications of any status changes. Notification lists are managed and maintained by the
Enable Resource Provisioning processes.

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These processes record, analyze and assess the resource order status changes to
provide management reports and any specialized summaries of the efficiency and
effectiveness of the overall Resource Provisioning process. These specialized
summaries could be specific reports required by specific audiences.

Close Resource Order

Process Identifier: 1.1.3.2.7

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process monitors the status of the order and changes the status to closed when it is
completed.

Extended Description
The objective of the Close Resource Order processes is to close a resource order when
the resource provisioning activities have been completed.
These processes monitor the status of all open resource orders, and recognize that a
resource order is ready to be closed when the status is changed to completed.

Issue Resource Orders

Process Identifier: 1.1.3.2.8

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Issue correct and complete resource orders

Extended Description
The purpose of the Issue Resource Orders processes is to issue correct and complete
resource orders.
The resource orders may be required to satisfy pertinent service order information
received, may arise as a result of requests for resource provisioning to satisfy resource
trouble recovery activities, may arise to alleviate resource performance issues, or may
arise as a result of information received from suppliers/partners in relations to specific
resources.

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These processes assess the information contained in the service order, through a
resource order request, initiating resource process request or supplier/partner initiated
request, to determine the associated resource orders that need to be issued.
The issued resource order may require a feasibility assessment to be undertaken, may
require new provisioning activities for specific resources, may require a change to a
previously issued resource order or may require the deletion/recovery of previously
delivered specific resources.
Where the initiating request or service order has a standard set of associated resource
orders, this process is responsible for issuing the resource orders, and for creating a
record of the relevant initiating request or service order information and the associated
resource orders.
Where the initiating request or service order has special or unusual requirements, and a
specific feasibility assessment has not been previously undertaken, this process marks
the issued resource order as requiring special handling, and passes management for
further processing to the Track & Manage Resource Provisioning process.
Where the initiating request or service order has special or unusual requirements, and a
specific feasibility assessment has been previously undertaken, this process issues the
previously determined resource orders.
The orchestration, if required, and tracking of the progress of a resource order is the
responsibility of the Track & Manage Resource Provisioning processes.

Recover Resource

Process Identifier: 1.1.3.2.9

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Recover specific resources that are no longer required.

Extended Description
The responsibility of the Recover Resource processes is to recover specific resources
that are no longer required.
These processes follow recovery plans specified by the supplier/partner, or follow
recovery plans developed by the service provider. Where appropriate recovery plans are
not available these processes are responsible for developing appropriate recovery plans.
Where recovery of resources is likely to impact other in-use specific resources or specific
services, this process is responsible for providing appropriate notification of the recovery
proposal and ensuring authorization is received to proceed with the recovery plan. When
the recovery activity is about to commence, these processes are responsible for notifying
when recovery work is commencing and when it is completed.
When recovered, the specific resources will be marked as unallocated.

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Collect, Update & Report Resource Configuration Data (DELETED)

Process Identifier: 1.1.3.2.4 (This Process ID has been deliberately unused!)

Process Context
[Not Available]

Brief Description
[Not Available]

Extended Description
[Not Available]

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1.1.3.2.1 Allocate & Install Resource

Figure 36. Allocate & Install Resource decomposition into level 4 processes

Allocate & Install Resource

Process Identifier: 1.1.3.2.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Allocate specific resources required to support a specific service

Extended Description
The objective of the Allocate & Deliver Resource processes is to allocate specific
resources required to support a specific service.
These activities include but are not limited to:
· Investigating the ability to be able to satisfy specific service orders as a part of a
feasibility check;
· Reserving or allocating specific resources in response to issued resource orders;
· Confirming availability of, or initiating an order for, equipment or software with a
Supplier/Partner; and
· Installing and commissioning specific resources following delivery.
Where the Allocate & Deliver Resource processes are requested by a resource order
issued as part of a pre-order feasibility check, these processes determine whether there
are adequate specific resources available to fulfill the request. Where there are not

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sufficient specific resources available, these processes may initiate enquiries using the
relevant S/PRM and/or Resource Support & Readiness processes to determine lead
times for specific resource availability. Depending on business rules, and on any specific
levels of commitment contained in the initiating service order, these processes may
reserve specific resources linked to the initiating service order for a period of time, and
releasing them when the time period has expired. These processes are responsible for
creating a response to the initiating processes with respect to the feasibility assessment.
Where the Allocate & Deliver Resource processes are requested by a resource order
issued in response to a confirmed service order, these processes are responsible for
allocating the specific resources required to satisfy the initiating service order. Any
previously reserved specific resources are marked as allocated.

These process are responsible for initiating, using the S/PRM processes, resource
requisition orders for any specific resources in shortfall. Sufficient information is supplied
with the resource requisition orders to ensure that the appropriate specific resources are
delivered to the appropriate location for installation and configuration. This may include,
for example, a central office, a transmission room, or the customer premise.
Following delivery, these processes are responsible for installing and commissioning
specific resources, and updating the resource inventory as part of these processes.
Where installation of the specific resources requires an upfront major resource
infrastructure, the installation of both the resource infrastructure and specific resources
may be undertaken under the control of the Support Resource Provisioning processes.
The Allocate & Deliver Resource processes will closely interact with the Manage
Resource Inventory processes to determine availability of physical and logical specific
resources to select from, thereby applying specific selection criteria.

Determine Resource Availability

Process Identifier: 1.1.3.2.1.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process investigates the ability to be able to satisfy specific service orders as a part
of a feasibility check. Where the Allocate & Install Resource processes are requested by
a pre-feasibility resource order, or by the Design Resources processes, these processes
determine whether the requested resources are available.

Extended Description
[Not Available]

Reserve Resource

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Process Identifier: 1.1.3.2.1.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process reserves specific resources in response to issued resource orders.
Depending on business rules, and on any specific levels of commitment contained in the
initiating resource order or resource design request, these processes may reserve
specific resources linked to the initiating resource order or resource design request for a
period of time

Extended Description
[Not Available]

Release Resource

Process Identifier: 1.1.3.2.1.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Release the reservation when the time period has expired.

Extended Description
[Not Available]

Allocate Resource

Process Identifier: 1.1.3.2.1.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process allocates specific resources in response to issued resource orders. Where
the Allocate & Install Resource processes are requested by a resource order issued in
response to a confirmed customer order, this process is responsible for allocating the

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specific resources required to satisfy the initiating resource order. Any previously
reserved specific resources are marked as allocated.

Extended Description
[Not Available]

Install and Commission Resource

Process Identifier: 1.1.3.2.1.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process is responsible for installing and commissioning specific resources, and
updating the resource inventory as part of these processes

Extended Description
[Not Available]

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1.1.3.2.2 Configure & Activate Resource

Figure 37. Configure & Activate Resource decomposition into level 4 processes

Configure & Activate Resource

Process Identifier: 1.1.3.2.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Configure and activate the specific resources allocated against an issued resource order

Extended Description
The objective of the Configure & Activate Resource Processes is to configure and
activate the specific resources allocated against an issued resource order. These
processes are responsible for, but not limited to:

· Assessing and planning the approach to be undertaken for configuration and

activation;
· Re-use standard configuration and activation processes applicable to specific
resources;
· Providing notifications as required if the activation activity requires a planned
outage or is likely to initiate false specific resource alarm event notifications; and

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· Updating the information contained in the resource inventory as to the

configuration of specific resources and their status.

At the successful conclusion of these activities, the status of the specific resources will
be changed from allocated to activated, which means they are in use.

Configure Resource

Process Identifier: 1.1.3.2.2.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process assesses and plans the approach to be undertaken for configuration. It re-
uses standard configuration and processes applicable to specific resources. It configures
and reconfigures specific resources, including customer premises equipment if part of the
resource provider offering. It provides notifications as required if the configuration
activity requires a planned outage or is likely to initiate false specific resource alarm event
notifications. It update the information contained in the resource inventory as to the
configuration of specific resources and their status.

Extended Description
[Not Available]

Implement Resource

Process Identifier: 1.1.3.2.2.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process re-uses standard implementation processes applicable to specific
resources. It implements specific resources, including customer premises equipment if
part of the resource provider offering. It provides notifications as required if the
implementation activity requires a planned outage or is likely to initiate false specific
resource alarm event notifications.

Extended Description

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[Not Available]

Activate Resource

Process Identifier: 1.1.3.2.2.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process assesses and plans the approach to be undertaken for activation. It re-uses
standard activation processes applicable to specific resources. It provides notifications
as required if the activation activity requires a planned outage or is likely to initiate false
specific resource alarm event notifications. At the successful conclusion of this activity,
the status of the specific resources will be changed from allocated to activated, which
means they are in-use.

Extended Description
[Not Available]

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1.1.3.2.3 Test Resource

Figure 38. Test Resource decomposition into level 4 processes

Test Resource

Process Identifier: 1.1.3.2.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Test specific resources to ensure they are operating within normal parameters

Extended Description
The responsibility of the Test Resource processes is to test specific resources to ensure
they are operating within normal parameters. The objective is to verify whether the
resources are working correctly and meet the appropriate performance levels.
These processes test specific resources against supplier/partner defined test plans, or
against test plans developed by the service provider. Where appropriate test plans are
not available these processes are responsible for developing appropriate test plans.
These processes are also responsible for capturing and storing the test results for
historical and downstream testing comparison purposes.
If these tests succeed, the specific resources will be marked as in-service which means
the specific resources are available for use.

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Test Specific Resources

Process Identifier: 1.1.3.2.3.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process tests specific resources against supplier/partner defined test plans, or
against test plans developed by the service provider.

Extended Description
[Not Available]

Develop Test Plans

Process Identifier: 1.1.3.2.3.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Where appropriate test plans are not available this process is responsible for developing
appropriate test plans.

Extended Description
[Not Available]

Capture Test Results

Process Identifier: 1.1.3.2.3.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Capture and store the test results for historical and downstream testing comparison
purposes.

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If the tests succeed, the specific services will be marked as in-service which means the
specific services are available for use by customers.

Extended Description
[Not Available]

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1.1.3.2.5 Track & Manage Resource

Provisioning

Figure 39. Track & Manage Resource Provisioning decomposition into level 4 processes

Track & Manage Resource Provisioning

Process Identifier: 1.1.3.2.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Ensure resource provisioning activities are assigned, managed and tracked efficiently

Extended Description
The objective of the Track & Manage Resource Provisioning process is to ensure
resource provisioning activities are assigned, managed and tracked efficiently.
Responsibilities of these processes include, but are not limited to:
· Scheduling, assigning and coordinating resource provisioning related activities;
· Escalating status of resource orders in accordance with local policy;
· Undertaking necessary tracking of the execution process;
· Adding additional information to an existing resource order;·
· Modifying information in an existing resource order;

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· Modifying the resource order status;·

· Canceling a resource order when the initiating service order is cancelled;
· Monitoring the jeopardy status of resource orders, and escalating resource
orders as necessary; and
· Indicating completion of a resource order by modifying the resource order status.
These processes will co-ordinate all the actions necessary in order to guarantee that all
tasks are finished at the appropriate time and in the appropriate sequence.
The Track & Manage Resource Provisioning processes are responsible for engaging
external suppliers in provisioning activities when these have been outsourced or
contracted to external parties.
The Track & Manage Resource Provisioning processes will also inform the Close
Resource Order processes by modifying the resource order status to complete when the
resource order has been fulfilled.

Coordinate Resource Provisioning Activity

Process Identifier: 1.1.3.2.5.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process schedules, assigns and coordinates resource provisioning related activities.

Extended Description
[Not Available]

Track Resource Provisioning Activity

Process Identifier: 1.1.3.2.5.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process tracks the order execution process.

Extended Description

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[Not Available]

Manage Resource Provisioning Activity

Process Identifier: 1.1.3.2.5.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process escalates resource orders in accordance with local policy, adds information
to an existing resource order, modifies information in an existing resource order, cancels
a resource order when the initiating service order is cancelled, and also modifies the
resource order status, including setting it to complete when the resource order has been
fulfilled.

Extended Description
[Not Available]

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1.1.3.2.6 Report Resource Provisioning

Figure 40. Report Resource Provisioning decomposition into level 4 processes

Report Resource Provisioning

Process Identifier: 1.1.3.2.6

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Monitor the status of resource orders, provide notifications of any changes and provide
management reports.

Extended Description
The objective of the Report Resource Provisioning processes is to monitor the status of
resource orders, provide notifications of any changes and provide management reports.
These processes are responsible for continuously monitoring the status of resource
orders and managing notifications to processes and other parties registered to receive
notifications of any status changes. Notification lists are managed and maintained by the
Enable Resource Provisioning processes.
These processes record, analyze and assess the resource order status changes to
provide management reports and any specialized summaries of the efficiency and
effectiveness of the overall Resource Provisioning process. These specialized

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summaries could be specific reports required by specific audiences.

Monitor Resource Order Status

Process Identifier: 1.1.3.2.6.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process is responsible for continuously monitoring the status of resource orders.

Extended Description
[Not Available]

Distribute Resource Order Notification

Process Identifier: 1.1.3.2.6.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process is responsible for managing notifications to processes and other parties
registered to receive notifications of any status changes.

Extended Description
[Not Available]

Distribute Resource Provisioning Reports

Process Identifier: 1.1.3.2.6.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description

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This process records, analyzes and assesses the resource order status changes to
provide management reports and any specialized summaries of the efficiency and
effectiveness of the overall Resource Provisioning process, including specific reports
required by specific audiences.

Extended Description
[Not Available]

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1.1.3.2.8 Issue Resource Orders

Figure 41. Issue Resource Orders decomposition into level 4 processes

Issue Resource Orders

Process Identifier: 1.1.3.2.8

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Issue correct and complete resource orders

Extended Description
The purpose of the Issue Resource Orders processes is to issue correct and complete
resource orders.
The resource orders may be required to satisfy pertinent service order information
received, may arise as a result of requests for resource provisioning to satisfy resource
trouble recovery activities, may arise to alleviate resource performance issues, or may
arise as a result of information received from suppliers/partners in relations to specific
resources.
These processes assess the information contained in the service order, through a
resource order request, initiating resource process request or supplier/partner initiated
request, to determine the associated resource orders that need to be issued.

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The issued resource order may require a feasibility assessment to be undertaken, may
require new provisioning activities for specific resources, may require a change to a
previously issued resource order or may require the deletion/recovery of previously
delivered specific resources.
Where the initiating request or service order has a standard set of associated resource
orders, this process is responsible for issuing the resource orders, and for creating a
record of the relevant initiating request or service order information and the associated
resource orders.
Where the initiating request or service order has special or unusual requirements, and a
specific feasibility assessment has not been previously undertaken, this process marks
the issued resource order as requiring special handling, and passes management for
further processing to the Track & Manage Resource Provisioning process.
Where the initiating request or service order has special or unusual requirements, and a
specific feasibility assessment has been previously undertaken, this process issues the
previously determined resource orders.
The orchestration, if required, and tracking of the progress of a resource order is the
responsibility of the Track & Manage Resource Provisioning processes.

Assess Resource Request

Process Identifier: 1.1.3.2.8.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process assesses the information contained in the service order, through a resource
order request, initiating resource process request or supplier/partner initiated request, to
determine the associated resource orders that need to be issued.

Extended Description
[Not Available]

Create Resource Orders

Process Identifier: 1.1.3.2.8.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description

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Where the initiating request or the purchased product offering has a standard set of
associated resource orders this process is responsible for issuing the resource orders,
and for creating a record of the relevant initiating request or customer order information
and the associated resource orders.
Where the initiating request or the purchased product offering has special or unusual
requirements, and a specific feasibility assessment and/or resource design has been
previously created, this process is responsible for issuing the resource orders, and for
creating a record of the relevant initiating request or customer order information and the
associated resource orders.

Extended Description
[Not Available]

Mark Resource Order for Special Handling

Process Identifier: 1.1.3.2.8.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Where the purchased product offering has special or unusual requirements, and a
specific feasibility assessment and/or specific resource design has not been previously
created, this process marks the issued resource order as requiring special handling, and
passes management for further processing to the Track & Manage Resource Provisioning
process.

Extended Description
[Not Available]

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1.1.3.2.9 Recover Resource

Figure 42. Recover Resource decomposition into level 4 processes

Recover Resource

Process Identifier: 1.1.3.2.9

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Recover specific resources that are no longer required.

Extended Description
The responsibility of the Recover Resource processes is to recover specific resources
that are no longer required.
These processes follow recovery plans specified by the supplier/partner, or follow
recovery plans developed by the service provider. Where appropriate recovery plans are
not available these processes are responsible for developing appropriate recovery plans.

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Where recovery of resources is likely to impact other in-use specific resources or specific
services, this process is responsible for providing appropriate notification of the recovery
proposal and ensuring authorization is received to proceed with the recovery plan. When
the recovery activity is about to commence, these processes are responsible for notifying
when recovery work is commencing and when it is completed.
When recovered, the specific resources will be marked as unallocated.

Develop Resource Recovery Plan

Process Identifier: 1.1.3.2.9.1

Process Context
This process element represents part of the overall enterprise, modeled in business process terms, and
can be applied (i.e. “instantiated”) with other similar process elements for application within a specific
organization or domain.

Brief Description
Where appropriate recovery plans are not available this process is responsible for developing appropriate
recovery plans.

Extended Description
[Not Available]

Provide Resource Recovery Proposal Notification

Process Identifier: 1.1.3.2.9.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Where recovery of services is likely to impact other in-use specific services, this process
is responsible for providing appropriate notification of the recovery proposal.

Extended Description
[Not Available]

Request Resource Recovery Authorization

Process Identifier: 1.1.3.2.9.3

Process Context

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This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Ensure authorization is received to proceed with the recovery plan.

Extended Description
[Not Available]

Commence Resource Recovery

Process Identifier: 1.1.3.2.9.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
When the recovery activity is about to commence, this processes is responsible for
notifying when recovery work is commencing.

Extended Description
[Not Available]

Complete Resource Recovery

Process Identifier: 1.1.3.2.9.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process is responsible for notifying when it is completed.
When recovered, the specific resources and/or associated resource specific parameters
will be marked as unallocated.

Extended Description
[Not Available]

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Recover Specific Resource

Process Identifier: 1.1.3.2.9.6

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process recovers a specific resource that is no longer required.

Extended Description
[Not Available]

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1.1.3.3 Resource Trouble Management

Figure 43. Resource Trouble Management decomposition into level 3 processes

Resource Trouble Management

Process Identifier: 1.1.3.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Responsible for the management of troubles with specific resources.

Extended Description
Resource Trouble Management processes are responsible for the management of
troubles associated with specific resources. The objectives of these processes are to
efficiently and effectively manage reported resource trouble, isolate the root cause and
act to resolve the resource trouble.

Responsibilities of the Resource Trouble Management processes include, but are not
limited to:

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· Detecting, analyzing, managing and reporting on resource alarm event notifications;

· Initiating and managing resource trouble reports;
· Performing resource trouble localization analysis;
· Correcting and resolving resource trouble;
· Reporting progress on resource trouble reports to other processes;
· Assigning & tracking resource trouble testing and repair activities; and
· Managing resource trouble jeopardy conditions.

On one hand, resource troubles may relate to Problems in the Service domain and
therefore also potentially in the customer domain. On the other hand, they may relate to
specific resource failures or performance degradations, which are caused by resource
faults.
As such, the Resource Trouble Management processes work with specific resource alarm
event notifications received from Resource Data Collection & Distribution, specific
resource performance notifications from Resource Performance Management, and
potential specific resource trouble notifications from Service Problem Management
processes.

Resource Trouble Management processes perform analysis, decide on the appropriate

actions/responses and carry them out with the intent of restoring normal operation on
specific resources.
However these activities need to interact with the Service Problem Management
processes, as the latter have a view on service impact. Resource Trouble Management
processes are responsible for informing Service Problem Management of any potential
service problems. Where the original report arose as a result of service problems, the
Resource Trouble Management processes may be co-ordinated by Service Problem
Management processes.

Survey & Analyze Resource Trouble

Process Identifier: 1.1.3.3.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Monitor resource alarm event notifications and manage resource alarm event records in
real-time

Extended Description

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The objective of the Survey & Analyze Resource Trouble processes is to monitor
resource alarm event notifications and manage resource alarm event records in real-time.

Responsibilities of the Survey & Analyze Resource Trouble processes include, but are
not limited to:
· Detecting and collecting resource alarm event notifications;
· Initiating and managing resource alarm event records;
· Performing resource alarm event notification localization analysis;
· Correlating and filtering resource alarm event records;
· Reporting resource alarm event record status changes to other processes; and
· Managing resource alarm event record jeopardy conditions.

Resource alarm event notification analysis encompasses the identification of the resource
alarm event in terms of reporting entity and nature of the resource alarm event. It will then
analyze the resource alarm events based on a number of criteria and then suppress
redundant, transient or implied resource alarm events by means of filtering and
correlation. It includes the notification of new resource alarm event records, or status
changes of previously reported resource alarm event records, as well as abatement
messages when resource alarm event records have been cleared.

The analysis will correlate resource alarm event notifications to planned outage
notifications to remove false resource alarm event notifications arising as a result of the
planned outage activity.

These processes may determine that a resource alarm event notification may represent a
service impacting condition. In these circumstances this process is responsible for
indicating a potential service problem to the Service Problem Management processes. As
a part of this indication this process is responsible for identifying the impacted service
instances associated with the resource instances presenting alarm event notifications and
passing this information to the Service Problem Management processes.

Resource alarm event record correlation and filtering encompasses the correlation of
redundant, transient or implied resource alarm event notifications with a specific “root
cause” resource alarm event notification and associated resource alarm event record.

The Survey & Analyze Resource Trouble processes might trigger a well-defined action
based on specific resource alarm event notification information as well as the non-arrival
of resource alarm event notification information after a specific time interval has elapsed.

These processes are also responsible for monitoring and triggering the appropriate action
when a resource alarm event record is not cleared within a pre-defined period of time.

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Localize Resource Trouble

Process Identifier: 1.1.3.3.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Identify the root cause of the specific resource trouble

Extended Description
The objective of the Localize Resource Trouble processes is to identify the root cause of
the specific resource trouble. These processes are invoked by the Track & Manage
Resource Trouble processes.

The responsibilities of these processes include, but are not limited to:
· Verifying whether the resource configuration matches the appropriate service
features;
· Performing diagnostics against the specific resources;·
· Running tests against the specific resources;
· Starting and stopping audits against specific resources; and
· Scheduling routine testing of the specific resources.

The Localize Resource Trouble processes will make the results of the root cause analysis
available to other processes. The Localize Resource Trouble processes will update the
open resource trouble report, as required during the assessment, and when the root
cause has been identified.
When the process is complete the Localize Resource Trouble processes will notify the
Track & Manage Resource Trouble processes.

Correct & Resolve Resource Trouble

Process Identifier: 1.1.3.3.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description

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Restore or replace resources that have failed as efficiently as possible

Extended Description
The objective of the Correct & Resolve Resource Trouble processes is to restore or
replace resources that have failed as efficiently as possible.
Based on the nature of the resource failure leading to the associated resource alarm
event notification, automatic restoration procedures might be triggered. Manual
restoration activity is assigned to the Correct & Resolve Resource Trouble processes
from the Track & Manage Resource Trouble processes.
Depending on the nature of the specific resource failure, these processes may possibly
repair or replace the failed unit or specific resource. These processes are also
responsible for isolating a unit with a fault and managing the redundant resource units
(e.g. hot standby).
For large resource failures requiring extensive repair and/or replacement activity to
restore normal operation, these processes will attempt to implement work-arounds to
recover the specific resource operation. In these circumstances, recover of normal
operation may require invocation of the Support Resource Trouble Management
processes.
They will also report successful restoration of normal operation, restoration through
temporary work-arounds or an unsuccessful attempt at restoration to Track & Manage
Resource Trouble through updates to the associated resource trouble report.

Track & Manage Resource Trouble

Process Identifier: 1.1.3.3.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Ensure testing, repair and restoration activities are assigned, coordinated and tracked
efficiently, and that escalation is invoked as required for any open resource trouble
reports in jeopardy

Extended Description
The objective of the Track & Manage Resource Trouble is to ensure testing, repair and
restoration activities are assigned, coordinated and tracked efficiently, and that escalation
is invoked as required for any open resource trouble reports in jeopardy. Responsibilities
of these processes include, but are not limited to:
· Initiating first-in testing using automated remote testing capabilities;
· Adding additional information to an open resource trouble report based on the
first-in testing;
· Scheduling, assigning and coordinating repair and restoration activities;

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· Initiate any final testing to confirm clearance of the service problem;

· Undertake necessary tracking of the execution progress;
· Modifying information in an existing resource trouble report based on
assignments;
· Modifying the resource trouble report status;
· Canceling a resource trouble report when the specific trouble was related to a
false alarm event; and
· Monitoring the jeopardy status of open resource trouble reports, and escalating
resource trouble reports as necessary.
These processes will co-ordinate all the actions necessary in order to guarantee that all
tasks are finished at the appropriate time and in the appropriate sequence.
The Track & Manage Resource Trouble processes are responsible for engaging external
suppliers in correction and recovery activities when higher level expertise and/or higher
level support is required to resolve the resource trouble. This engagement can be linked
to the priority of the resource trouble report, and could occur automatically for highest
priority resource trouble reports.
The Track & Manage Resource Trouble processes will also inform the Close Resource
Trouble processes by modifying the resource trouble report status to cleared when the
resource trouble has been resolved.

Report Resource Trouble

Process Identifier: 1.1.3.3.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Monitor the status of resource trouble reports, provide notifications of any changes and
provide management reports

Extended Description
The objective of the Report Resource Trouble processes is to monitor the status of
resource trouble reports, provide notifications of any changes and provide management
reports.
These processes are responsible for continuously monitoring the status of resource
trouble reports and managing notifications to processes and other parties registered to
receive notifications of any status changes, for example, Resource Performance
Management and Service Quality Management. Notification lists are managed and
maintained by the Support Resource Trouble Management processes.
These processes record, analyze and assess the resource trouble report status changes
to provide management reports and any specialized summaries of the efficiency and

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effectiveness of the overall Resource Trouble Management process. These specialized

summaries could be specific reports required by specific audiences.
These processes will make the necessary reports about the resource trouble that
occurred, the root cause and the activities carried out for restoration.

Close Resource Trouble Report

Process Identifier: 1.1.3.3.6

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process monitors the status of all open resource trouble reports, and recognizes that
a resource trouble report is ready to be closed when the status is changed to cleared.

Extended Description
The objective of the Close Resource Trouble Report processes is to close a resource
trouble report when the resource trouble has been resolved.
These processes monitor the status of all open resource trouble reports, and recognize
that a resource trouble report is ready to be closed when the status is changed to cleared.

Create Resource Trouble Report

Process Identifier: 1.1.3.3.7

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Create a new resource trouble report

Extended Description
The objective of the Create Resource Trouble Report process is to create a new resource
trouble report.
A new resource trouble report may be created as a result of resource alarm event
notification analysis, and subsequent creation of new resource alarm event records,
undertaken by the Survey & Analyze Resource Trouble processes, or at the request of
analysis undertaken by other processes in the RM&O, SM&O (in particular a Service
Trouble Report can generate one or more Resource Trouble Reports) or S/PRM layers

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which detect that some form of failure has occurred for which resource restoration activity
is required to restore normal operation.
If the resource trouble report is created as a result of a notification or request from
processes other than the Survey & Analyze Resource Trouble processes, the Create
Resource Trouble Report processes are responsible for converting the received
information into a form suitable for the Resource Trouble Management processes, and for
requesting additional information if required.
These processes will make estimates of the time to restore resource which will be
included in the new resource trouble report so that other processes can gain access to
this information.

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1.1.3.3.1 Survey & Analyze Resource

Trouble

Figure 44. Survey and Analyze Resource Trouble decomposition into level 4 processes

Survey & Analyze Resource Trouble

Process Identifier: 1.1.3.3.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Monitor resource alarm event notifications and manage resource alarm event records in
real-time

Extended Description
The objective of the Survey & Analyze Resource Trouble processes is to monitor
resource alarm event notifications and manage resource alarm event records in real-time.

Responsibilities of the Survey & Analyze Resource Trouble processes include, but are
not limited to:
· Detecting and collecting resource alarm event notifications;
· Initiating and managing resource alarm event records;
· Performing resource alarm event notification localization analysis;
· Correlating and filtering resource alarm event records;

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· Reporting resource alarm event record status changes to other processes; and
· Managing resource alarm event record jeopardy conditions.

Resource alarm event notification analysis encompasses the identification of the resource
alarm event in terms of reporting entity and nature of the resource alarm event. It will then
analyze the resource alarm events based on a number of criteria and then suppress
redundant, transient or implied resource alarm events by means of filtering and
correlation. It includes the notification of new resource alarm event records, or status
changes of previously reported resource alarm event records, as well as abatement
messages when resource alarm event records have been cleared.

The analysis will correlate resource alarm event notifications to planned outage
notifications to remove false resource alarm event notifications arising as a result of the
planned outage activity.

These processes may determine that a resource alarm event notification may represent a
service impacting condition. In these circumstances this process is responsible for
indicating a potential service problem to the Service Problem Management processes. As
a part of this indication this process is responsible for identifying the impacted service
instances associated with the resource instances presenting alarm event notifications and
passing this information to the Service Problem Management processes.

Resource alarm event record correlation and filtering encompasses the correlation of
redundant, transient or implied resource alarm event notifications with a specific “root
cause” resource alarm event notification and associated resource alarm event record.

The Survey & Analyze Resource Trouble processes might trigger a well-defined action
based on specific resource alarm event notification information as well as the non-arrival
of resource alarm event notification information after a specific time interval has elapsed.

These processes are also responsible for monitoring and triggering the appropriate action
when a resource alarm event record is not cleared within a pre-defined period of time.

Manage Resource Alarm Event Notifications

Process Identifier: 1.1.3.3.1.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process may determine that a resource alarm event notification may represent a
service impacting condition. In these circumstances this process is responsible for

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indicating a potential service problem to the Service Problem Management processes. As

a part of this indication this process is responsible for identifying the impacted service
instances associated with the resource instances presenting alarm event notifications and
passing this information to the Service Problem Management processes.

Extended Description
[Not Available]

Filter Resource Alarm Event Notifications

Process Identifier: 1.1.3.3.1.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process encompasses the identification of the resource alarm event in terms of
reporting entity and nature of the resource alarm event. It then analyzes the resource
alarm events based on a number of criteria and then suppresses redundant, transient or
implied resource alarm events by means of filtering and correlation

Extended Description
[Not Available]

Correlate Resource Alarm Event Notifications

Process Identifier: 1.1.3.3.1.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Resource alarm event record correlation and filtering encompasses the correlation of
redundant, transient or implied resource alarm event notifications with a specific “root
cause” resource alarm event notification and associated resource alarm event record.
This process correlates resource alarm event notifications to planned outage notifications
to remove false resource alarm event notifications arising as a result of the planned
outage activity.

Extended Description

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[Not Available]

Abate Alarm Event Records

Process Identifier: 1.1.3.3.1.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process includes the notification of new resource alarm event records, or status
changes of previously reported resource alarm event records, as well as abatement
messages when resource alarm event records have been cleared.

Extended Description
[Not Available]

Trigger Defined Action

Process Identifier: 1.1.3.3.1.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process triggers a well-defined action based on specific resource alarm event
notification information as well as the non-arrival of resource alarm event notification
information after a specific time interval has elapsed. This process is also responsible for
monitoring and triggering the appropriate action when a resource alarm event record is
not cleared within a pre-defined period of time.

Extended Description
[Not Available]

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1.1.3.3.2 Localize Resource Trouble

Figure 45. Localize Resource Trouble decomposition into level 4 processes

Localize Resource Trouble

Process Identifier: 1.1.3.3.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Identify the root cause of the specific resource trouble

Extended Description
The objective of the Localize Resource Trouble processes is to identify the root cause of
the specific resource trouble. These processes are invoked by the Track & Manage
Resource Trouble processes.

The responsibilities of these processes include, but are not limited to:

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· Verifying whether the resource configuration matches the appropriate service

features;
· Performing diagnostics against the specific resources;·
· Running tests against the specific resources;
· Starting and stopping audits against specific resources; and
· Scheduling routine testing of the specific resources.

The Localize Resource Trouble processes will make the results of the root cause analysis
available to other processes. The Localize Resource Trouble processes will update the
open resource trouble report, as required during the assessment, and when the root
cause has been identified.
When the process is complete the Localize Resource Trouble processes will notify the
Track & Manage Resource Trouble processes.

Verify Resource Configuration

Process Identifier: 1.1.3.3.2.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process verifies whether the resource configuration matches the appropriate service
features.

Extended Description
[Not Available]

Perform Specific Resource Trouble Diagnostics

Process Identifier: 1.1.3.3.2.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process performs diagnostics against the specific resources.

Extended Description

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[Not Available]

Perform Specific Resource Trouble Tests

Process Identifier: 1.1.3.3.2.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process runs tests against the specific resources.

Extended Description
[Not Available]

Stop And Start Audit On Resources

Process Identifier: 1.1.3.3.2.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process starts and stops audits against specific resources.

Extended Description
[Not Available]

Schedule Routine Resource Trouble Tests

Process Identifier: 1.1.3.3.2.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description

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This process schedules routine testing of the specific resources.

Extended Description
[Not Available]

Notify T&M Root Cause Resource Trouble

Process Identifier: 1.1.3.3.2.6

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process makes the results of the root cause analysis available to other processes. It
updates the open resource trouble report, as required during the assessment, and when
the root cause has been identified. This process notifies the Track & Manage Resource
Trouble processes.

Extended Description
[Not Available]

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1.1.3.3.3 Correct & Resolve Resource

Trouble

Figure 46. Correct & Resolve Resource Trouble decomposition into level 4 processes

Correct & Resolve Resource Trouble

Process Identifier: 1.1.3.3.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Restore or replace resources that have failed as efficiently as possible

Extended Description
The objective of the Correct & Resolve Resource Trouble processes is to restore or
replace resources that have failed as efficiently as possible.
Based on the nature of the resource failure leading to the associated resource alarm
event notification, automatic restoration procedures might be triggered. Manual
restoration activity is assigned to the Correct & Resolve Resource Trouble processes
from the Track & Manage Resource Trouble processes.
Depending on the nature of the specific resource failure, these processes may possibly
repair or replace the failed unit or specific resource. These processes are also
responsible for isolating a unit with a fault and managing the redundant resource units
(e.g. hot standby).

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For large resource failures requiring extensive repair and/or replacement activity to
restore normal operation, these processes will attempt to implement work-arounds to
recover the specific resource operation. In these circumstances, recover of normal
operation may require invocation of the Support Resource Trouble Management
processes.
They will also report successful restoration of normal operation, restoration through
temporary work-arounds or an unsuccessful attempt at restoration to Track & Manage
Resource Trouble through updates to the associated resource trouble report.

Repair / Replace Failed Resource

Process Identifier: 1.1.3.3.3.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Depending on the nature of the specific resource failure, this process may possibly repair
or replace the failed unit or specific resource. It also reports successful restoration of
normal operation or an unsuccessful attempt at restoration to Track & Manage Resource
Trouble through updates to the associated resource trouble report.

Extended Description
[Not Available]

Isolate Unit with Fault

Process Identifier: 1.1.3.3.3.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process is responsible for isolating a unit with a fault.

Extended Description
[Not Available]

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Manage Standby Resource Units

Process Identifier: 1.1.3.3.3.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process is responsible for managing the redundant resource units (e.g. hot standby).

Extended Description
[Not Available]

Implement Resource Trouble Work Arounds

Process Identifier: 1.1.3.3.3.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
For large service failures requiring extensive re-assignment and/or re-configuration
activity to restore normal operation, this process will attempt to implement workarounds to
recover the specific service operation. It also reports restoration through temporary
workarounds or an unsuccessful attempt at restoration to Track & Manage Service
Problem through updates to the associated Service Trouble report.

Extended Description
[Not Available]

Invoke Support Resource Trouble Management Processes

Process Identifier: 1.1.3.3.3.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description

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This process recovers normal operation by invocation of the Support Resource Trouble
Management processes. It also reports successful restoration of normal operation or an
unsuccessful attempt at restoration to Track & Manage Resource Trouble through
updates to the associated resource trouble report.

Extended Description
[Not Available]

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1.1.3.3.4 Track & Manage Resource

Trouble

Figure 47. Track & Manage Resource Trouble decomposition into level 4 processes

Track & Manage Resource Trouble

Process Identifier: 1.1.3.3.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Ensure testing, repair and restoration activities are assigned, coordinated and tracked
efficiently, and that escalation is invoked as required for any open resource trouble
reports in jeopardy

Extended Description
The objective of the Track & Manage Resource Trouble is to ensure testing, repair and
restoration activities are assigned, coordinated and tracked efficiently, and that escalation

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is invoked as required for any open resource trouble reports in jeopardy. Responsibilities
of these processes include, but are not limited to:
· Initiating first-in testing using automated remote testing capabilities;
· Adding additional information to an open resource trouble report based on the
first-in testing;
· Scheduling, assigning and coordinating repair and restoration activities;
· Initiate any final testing to confirm clearance of the service problem;
· Undertake necessary tracking of the execution progress;
· Modifying information in an existing resource trouble report based on
assignments;
· Modifying the resource trouble report status;
· Canceling a resource trouble report when the specific trouble was related to a
false alarm event; and
· Monitoring the jeopardy status of open resource trouble reports, and escalating
resource trouble reports as necessary.
These processes will co-ordinate all the actions necessary in order to guarantee that all
tasks are finished at the appropriate time and in the appropriate sequence.
The Track & Manage Resource Trouble processes are responsible for engaging external
suppliers in correction and recovery activities when higher level expertise and/or higher
level support is required to resolve the resource trouble. This engagement can be linked
to the priority of the resource trouble report, and could occur automatically for highest
priority resource trouble reports.
The Track & Manage Resource Trouble processes will also inform the Close Resource
Trouble processes by modifying the resource trouble report status to cleared when the
resource trouble has been resolved.

Coordinate Resource Trouble

Process Identifier: 1.1.3.3.4.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process coordinates all the actions necessary in order to guarantee that all tasks are
finished at the appropriate time and in the appropriate sequence. It schedules, assigns
and coordinates repair and restoration activities, undertakes necessary tracking of the
execution progress, modifies information in an existing resource trouble report based on
assignments, and modifies the resource trouble report status;

Extended Description

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[Not Available]

Perform First in Testing

Process Identifier: 1.1.3.3.4.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process initiates first-in testing using automated remote testing capabilities, and
adds additional information to an open resource trouble report based on the first-in
testing.

Extended Description
[Not Available]

Cancel Resource Trouble

Process Identifier: 1.1.3.3.4.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process cancels a resource trouble report when the specific trouble was related to a
false alarm event.

Extended Description
[Not Available]

Escalate/End Resource Trouble

Process Identifier: 1.1.3.3.4.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

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Brief Description
This process monitors the jeopardy status of open resource trouble reports, and
escalating resource trouble reports as necessary.

Extended Description
[Not Available]

Perform Final Test

Process Identifier: 1.1.3.3.4.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process initiates any final testing to confirm clearance of the service problem.

Extended Description
[Not Available]

Engaging External Suppliers

Process Identifier: 1.1.3.3.4.6

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process is responsible for engaging external suppliers in correction and recovery
activities when higher level expertise and/or higher level support is required to resolve the
resource trouble. This engagement can be linked to the priority of the resource trouble
report, and could occur automatically for highest priority resource trouble reports.

Extended Description
[Not Available]

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1.1.3.3.5 Report Resource Trouble

Figure 48. Report Resource Trouble decomposition into level 4 processes

Report Resource Trouble

Process Identifier: 1.1.3.3.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Monitor the status of resource trouble reports, provide notifications of any changes and
provide management reports

Extended Description
The objective of the Report Resource Trouble processes is to monitor the status of
resource trouble reports, provide notifications of any changes and provide management
reports.
These processes are responsible for continuously monitoring the status of resource
trouble reports and managing notifications to processes and other parties registered to
receive notifications of any status changes, for example, Resource Performance
Management and Service Quality Management. Notification lists are managed and
maintained by the Support Resource Trouble Management processes.
These processes record, analyze and assess the resource trouble report status changes
to provide management reports and any specialized summaries of the efficiency and

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effectiveness of the overall Resource Trouble Management process. These specialized

summaries could be specific reports required by specific audiences.
These processes will make the necessary reports about the resource trouble that
occurred, the root cause and the activities carried out for restoration.

Monitor Resource Trouble

Process Identifier: 1.1.3.3.5.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process is responsible for continuously monitoring the status of resource trouble
reports and managing notifications to processes and other parties registered to receive
notifications of any status changes, for example, Resource Performance Management
and Service Quality Management. Notification lists are managed and maintained by the
Support Resource Trouble Management processes.

Extended Description
[Not Available]

Distribute Notifications

Process Identifier: 1.1.3.3.5.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process makes the necessary reports about the Service Problem that occurred, the
root cause and the activities carried out for restoration.

Extended Description
[Not Available]

Distribute Management Reports & Summaries

Process Identifier: 1.1.3.3.5.3

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Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process records, analyzes and assesses the Service Performance Degradation
Report status changes to provide management reports and any specialized summaries of
the efficiency and effectiveness of the overall Service Quality Management process.
These specialized summaries could be specific reports required by specific audiences.

Extended Description
[Not Available]

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1.1.3.3.7 Create Resource Trouble Report

Figure 49. Create Resource Trouble Report decomposition into level 4 processes

Create Resource Trouble Report

Process Identifier: 1.1.3.3.7

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Create a new resource trouble report

Extended Description
The objective of the Create Resource Trouble Report process is to create a new resource
trouble report.
A new resource trouble report may be created as a result of resource alarm event
notification analysis, and subsequent creation of new resource alarm event records,
undertaken by the Survey & Analyze Resource Trouble processes, or at the request of
analysis undertaken by other processes in the RM&O, SM&O (in particular a Service
Trouble Report can generate one or more Resource Trouble Reports) or S/PRM layers

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which detect that some form of failure has occurred for which resource restoration activity
is required to restore normal operation.
If the resource trouble report is created as a result of a notification or request from
processes other than the Survey & Analyze Resource Trouble processes, the Create
Resource Trouble Report processes are responsible for converting the received
information into a form suitable for the Resource Trouble Management processes, and for
requesting additional information if required.
These processes will make estimates of the time to restore resource which will be
included in the new resource trouble report so that other processes can gain access to
this information.

Generate Resource Trouble

Process Identifier: 1.1.3.3.7.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process creates a new resource trouble report.

Extended Description
[Not Available]

Convert Report To Resource Trouble Format

Process Identifier: 1.1.3.3.7.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
If the resource trouble report is created as a result of a notification or request from
processes other than the Survey & Analyze Resource Trouble processes, this process is
responsible for converting the received information into a form suitable for the Resource
Trouble Management processes, and for requesting additional information if required.

Extended Description
[Not Available]

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Estimate Time For Restoring Resource

Process Identifier: 1.1.3.3.7.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
This process estimates the time to restore service which is included in the new Service
Trouble report so that other processes can gain access to this information.

Extended Description
[Not Available]

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1.3.2.6 Revenue Assurance Management

Figure 50. Revenue Assurance Management decomposition into level 3 processes

Revenue Assurance Management

Process Identifier: 1.3.2.6

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Establish an enterprise-wide revenue assurance policy framework, and an associated
operational capability aimed at minimizing revenue leakage within the enterprise, without
influencing demand.

Extended Description
The objective of the Revenue Assurance Management processes is to establish an
enterprise-wide revenue assurance policy framework, and an associated operational
capability to resolve any detected revenue assurance degradations and violations.
Revenue Assurance Management processes identify areas of revenue leakage risk within
the enterprise, and monitor industry trends and best practice approaches to ensure that
the enterprise remains at the forefront of revenue leakage minimization. These processes
support the categorization and prioritization of areas of revenue leakage risk. To achieve
this, these processes define the policies, guidelines, practices and procedures to be

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followed and provide assistance to the enterprise operational areas to deploy appropriate
procedures and monitoring capabilities.
Revenue Assurance Management processes deal with the establishment of tools and
data collection capabilities to capture details of operation activity, analysis of monitored
activity to detect and correct actual revenue leakage. These processes work in
conjunction with operational and other process elements to guide them in supporting the
specific needs of Revenue Assurance Management. Where appropriate, Revenue
Assurance Management processes supplement the capabilities of these other process
elements, to control and analyze the enterprise behavior relevant to Revenue Assurance
needs,
The responsibilities of these processes include, but are not limited to:
· Establishing and managing a revenue assurance policy framework, including
identification of controls and measures
· Establishing and managing an operational process capability able to detect and
resolve revenue assurance degradations and violations
· Establishing and managing a capacity to regularly review the revenue assurance
policy framework to ensure it meets the enterprise’s changing objectives.

Manage Revenue Assurance Policy Framework

Process Identifier: 1.3.2.6.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Establish and manage a framework of policies and measurable controls that are used to
manage the risk associated with revenue assurance

Extended Description
The objective of the Manage Revenue Assurance Framework process is to establish and
manage a framework of policies and measurable controls that are used to manage the
risk associated with revenue assurance, and to optimise the enterprise’s appetite for
revenue assurance risk.
These processes are responsible for, but not limited to:
· Establishing and managing a revenue assurance policy framework which is
aligned with the overall enterprise goals and objectives;
· Developing a framework of controls and KPIs which achieves the defined
revenue assurance goals and objectives
· Gaining enterprise-wide commitment to and knowledge of the framework; and
· Regularly reviewing the revenue assurance framework to ensure that its
outcomes remain aligned with the enterprise’s objectives.

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The Manage Revenue Assurance Framework process has a specific responsibility in

developing and defining controls and Key Performance Indicators (KPIs) used for RA, in
conjunction with operational and other processes elsewhere in the enterprise. Where
processes elsewhere in the enterprise have an intrinsic capability to instrument their own
performance and behavior (as an aspect of operating effectively within the business), the
Manage Revenue Assurance Framework process makes use of this capability, but can
also provide guidance to these processes in the form of modified, or additional, KPIs,
required to support the overall role of Revenue Assurance Management. This can involve
individual process elements throughout the enterprise (as appropriate for the various
aspects of Revenue Assurance Management that apply), or may involve co-ordination
across a number of process elements where Revenue Assurance Management acts to
provide an integrated or coordinated view of the overall situation.
With regard to KPI definition, the Manage Revenue Assurance Framework process
establishes the objectives used to identify the minimum level of satisfactory performance
required for a given control point or a process from an RA perspective, and works with
other process element in the enterprise to effect this.
With regard to development of Revenue Assurance controls, the Manage Revenue
Assurance Framework process applies policy-based rules that represent the logical
definition of comparisons performed on entities, such as bills and call detail records.
These are used together with Revenue Assurance KPIs, to identify discrepancies from an
RA perspective.

Manage Revenue Assurance Operations

Process Identifier: 1.3.2.6.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Measure the actual revenue assurance performance at defined control points against the
expected performance, report anomalies and manage resolution.

Extended Description
Manage Revenue Assurance Operations processes measure the actual revenue
assurance performance at defined control points against the expected performance,
report anomalies and manage resolution.
Manage Revenue Assurance Operations processes encompass managing, tracking,
monitoring, analyzing, controlling and reporting on revenue assurance performance as
determined by assessing defined KPIs measured against revenue assurance control
points.
If the analysis identifies that a revenue assurance KPI violation has occurred, this causes
a Revenue Assurance violation to be raised, that may in turn raise a Revenue Assurance
Trouble Report. Following on from this, processes are put in place to manage the
resolution of the performance violation

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The Manage Revenue Assurance Operations processes will continue to track the
revenue assurance trouble report, ensuring that performance is restored to a level
required as defined by the acceptable range for the KPIs.

Support Revenue Assurance Operations

Process Identifier: 1.3.2.6.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Support the Manage Revenue Assurance Operations processes by managing
requirements for infrastructure to support the operational processes, and monitoring,
managing and reporting on the capability of the Manage Revenue Assurance Operations
processes.

Extended Description
The objectives of the Support Revenue Assurance Operations processes are twofold:
· support the Manage Revenue Assurance Operations processes by managing
requirements for infrastructure to support the operational processes, and
· monitoring, managing and reporting on the capability of the Manage Revenue
Assurance Operations processes.
The responsibilities of the processes include, but are not limited to:
· Developing and maintaining a repository of revenue assurance KPIs to support
the Manage Revenue Assurance Operations processes;
· Monitoring and analyzing the report produced by Operations processes to
identify potential revenue assurance problems that may be arising across operational
processes as a whole;
· Establishing and managing revenue assurance data collection schedules,
including managing the collection of the necessary information from the Resource Data
Collection & Distribution processes, to support proactive monitoring and analysis activity,
and requests from Manage Revenue Assurance Operations processes for additional data
to support revenue assurance performance analysis;
· Monitoring of the Manage Revenue Assurance Operations processes and
associated costs (including where the processes extend to infrastructure deployed and
managed by third parties), and reporting on the capability of the Manage Revenue
Assurance Operations processes;
· Establishing and managing resource performance notification facilities and lists
to support the Manage Revenue Assurance Operations notification and reporting
processes;
· Creating, deploying, modifying and/or upgrading of revenue assurance
infrastructure deployment support tools and processes for new and/or modified revenue
assurance infrastructure

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· Authoring, reviewing and approving operational procedures developed by

Resource Development & Management processes prior to resource infrastructure
deployment;
· Testing and acceptance of new and/or modified revenue assurance infrastructure
support tools as part of the handover procedure from the Resource Development &
Management processes; and
· Detecting revenue assurance infrastructure operational limitations and/or
deployment incompatibilities and providing requirements to address these aspects to
Resource Development & Management processes;

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1.3.2.6.2 Manage Revenue Assurance

Operations

Figure 51. Manage Revenue Assurance Operations decomposition into level 4 processes

Manage Revenue Assurance Operations

Process Identifier: 1.3.2.6.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Measure the actual revenue assurance performance at defined control points against the
expected performance, report anomalies and manage resolution.

Extended Description
Manage Revenue Assurance Operations processes measure the actual revenue
assurance performance at defined control points against the expected performance,
report anomalies and manage resolution.
Manage Revenue Assurance Operations processes encompass managing, tracking,
monitoring, analyzing, controlling and reporting on revenue assurance performance as

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determined by assessing defined KPIs measured against revenue assurance control

points.
If the analysis identifies that a revenue assurance KPI violation has occurred, this causes
a Revenue Assurance violation to be raised, that may in turn raise a Revenue Assurance
Trouble Report. Following on from this, processes are put in place to manage the
resolution of the performance violation
The Manage Revenue Assurance Operations processes will continue to track the
revenue assurance trouble report, ensuring that performance is restored to a level
required as defined by the acceptable range for the KPIs.

Monitor Revenue Assurance Controls

Process Identifier: 1.3.2.6.2.1

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Monitor defined revenue assurance control points and undertake first-in detection of any
violations or degradations of KPIs associated with the control points.

Extended Description
The objective of the Monitor Revenue Assurance Controls processes is to monitor
defined revenue assurance control points and undertake first-in detection of any
violations or degradations of KPIs associated with the control points.
The responsibilities of the processes include, but are not limited to:
· Undertake the role of first in detection by monitoring the defined revenue
assurance control points;
· Comparing the received specific revenue assurance related data received from
the control points to the KPIs associated with the control points;
· Assessing and recording received specific revenue assurance related data
received from the control points which is within tolerance limits for the KPIs associated
with the control points, and for which continuous monitoring and measuring of specific
revenue assurance tolerances is required;
· Prioritize revenue assurance KPI violations on what’s considered the most critical
function of the system from a data integrity and revenue assurance perspective in
circumstances where multiple revenue assurance violations are detected;
· Recording the results of the continuous monitoring for reporting through the
Report Revenue Assurance processes;
· Detecting revenue assurance threshold violations which represent specific
revenue assurance failures due to abnormal performance;
· Detecting KPI degradation for specific revenue assurance control points which
provide early warning of potential issues;

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· Creating and forwarding event notifications for detected degradations and

violations to the Create Revenue Assurance Trouble Report processes; and
· Logging specific revenue assurance performance degradation and violation
details to ensure historical records are available to support the needs of other processes.
Note that the focus of the Monitor Revenue Assurance Controls is usually cross-process,
as it supplements the process monitoring capabilities already established elsewhere
within the eTOM business process framework.

Create Revenue Assurance Trouble Report

Process Identifier: 1.3.2.6.2.2

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Create a new revenue assurance trouble report.

Extended Description
The objective of the Create Revenue Assurance Trouble Report process is to create a
new revenue assurance trouble report, and based on requests from other processes,
either create and forward modification requests for existing revenue assurance trouble
reports or create and forward cancellation requests for existing revenue assurance
trouble reports.
A new revenue assurance trouble report may be created as a result of event notifications
forwarded by the Monitor Revenue Assurance Controls process, or by requests arriving
from other processes which have detected performance or fault conditions which may
give rise to a revenue assurance leakage.
If the revenue assurance trouble report is created, the Create Revenue Assurance
Trouble Report processes are responsible for converting the received information into a
form suitable for the Revenue Assurance processes, and for requesting additional
information if required. Each revenue assurance trouble report should contain knowledge
about the originator, the perceived severity level, the type of revenue assurance
performance issue, any associated data on the revenue assurance performance issue,
associated data on the possible cause and due date.

Assess Revenue Assurance Trouble

Process Identifier: 1.3.2.6.2.3

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements

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for application within a specific organization or domain.

Brief Description
Analyze the information received to determine the nature and the root cause of the
revenue assurance violation or degradation.

Extended Description
The objective of the Assess Revenue Trouble processes is to analyze the information
received to determine the nature and the root cause of the revenue assurance violation or
degradation.
The responsibilities of the processes include, but are not limited to:
· Undertaking analysis as required on specific revenue assurance
violation/degradation information received;
· Developing and undertaking specific detailed analysis to discover the root cause.
· Comparing the data received to baseline and historical data, including data
associated with other open or historical revenue assurance trouble tickets;
· Initiating, modifying and cancelling revenue assurance data collection as required
to further analyze the revenue assurance degradation or violation;
· Determining the root causes of the revenue assurance degradations and
violations;
· Recording the results of the analysis and intermediate updates for historical
analysis and for use as required by other processes; and
Updating the results of the analysis, together with any recommendations as to further
action, in the revenue assurance trouble report.

Resolve Revenue Assurance Trouble

Process Identifier: 1.3.2.6.2.4

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Undertake actions as directed to resolve detected revenue assurance violations and
degradations.

Extended Description
The objective of the Resolve Revenue Assurance Trouble processes is to undertake
actions as directed to resolve detected revenue assurance violations and degradations.
These processes undertake resolution activities within the bounds of the organizational
capability associated with revenue assurance. The resolution activities are likely to lead

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to process and/or procedural changes which can be managed to fruition by these

processes.
Where the analysis has indicated that resolution requires changes to specific resource
and/or service configurations, these later resolution activities are managed by the specific
resolution processes associated these resources and services. They are outside of the
scope of this Resolve Revenue Assurance Trouble process.

Track & Manage Revenue Assurance Trouble Resolution

Process Identifier: 1.3.2.6.2.5

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Efficiently assign, coordinate and track specific revenue assurance trouble analysis, and
resolution, and to manage escalation (functional or hierarchical) as required to resolve an
open revenue assurance trouble report.

Extended Description
The objective of the Track & Manage Revenue Assurance Trouble Resolution processes
is to efficiently assign, coordinate and track specific revenue assurance trouble analysis,
and resolution, and to manage escalation (functional or hierarchical) as required to
resolve an open revenue assurance trouble report. To the extent that jeopardy
management is associated with open revenue assurance trouble report, the Track &
Manage Revenue Assurance Trouble Resolution process is responsible for detecting and
escalating jeopardy conditions.
Responsibilities of these processes include, but are not limited to:
· Scheduling, assigning and coordinating analysis and specific revenue assurance
trouble resolution activities, including further analysis/reviews to ensure the success of
the resolution activity;
· Modifying the revenue assurance trouble report status;
· Associating a money value to a RA trouble, when possible, in order to better
understand its revenue impact
· Canceling a revenue assurance trouble report when analysis indicates that the
revenue assurance trouble report has been unnecessarily created; and
· Monitoring the status of open revenue assurance trouble reports, and escalating
revenue assurance trouble reports (either functionally or hierarchically) as necessary.
Note that some specific product and/or service components may be owned and managed
by suppliers/partners. In these cases the Track & Manage Revenue Assurance Trouble
Resolution process is responsible for initiating requests, through - S/P Performance
Management for resolution by the supplier/partner of the specific revenue assurance
leakage aspects attributed to the supplier/partner.

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These processes will co-ordinate all the actions necessary in order to guarantee that all
tasks are finished at the appropriate time and in the appropriate sequence. The Track &
Manage Revenue Assurance Trouble Resolution processes will also inform the Close
Revenue Assurance Trouble Report processes by modifying the revenue assurance
trouble report status to cleared when the issues leading to the detected revenue leakage
have been resolved.

Report Revenue Assurance

Process Identifier: 1.3.2.6.2.6

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description
Monitor and report on the status of continuous monitoring of revenue assurance control
point performance, of revenue assurance trouble reports, to provide notifications of any
changes and provide management reports.

Extended Description
The objective of the Report Revenue Assurance processes is to monitor and report on
the status of continuous monitoring of revenue assurance control point performance, of
revenue assurance trouble reports, to provide notifications of any changes and provide
management reports.
These processes are responsible for continuously monitoring the status of revenue
assurance trouble reports and managing notifications to other processes and to other
parties registered to receive notifications of any status changes. Notification lists are
managed and maintained by the Support Revenue Assurance Operations processes.
These processes record, analyze and assess the revenue assurance trouble report status
changes to provide management reports and any specialized summaries of the efficiency
and effectiveness of the overall Manage Revenue Assurance Operations processes.
These specialized summaries could be specific reports required by specific audiences
and/or customers.

Close Revenue Assurance Trouble Report

Process Identifier: 1.3.2.6.2.7

Process Context
This process element represents part of the overall enterprise, modeled in business
process terms, and can be applied (i.e. “instantiated”) with other similar process elements
for application within a specific organization or domain.

Brief Description

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Close a revenue assurance trouble report when the issues leading to the revenue
leakage have been resolved.

Extended Description
The objective of the Close Revenue Assurance Trouble Report processes is to close a
revenue assurance trouble report when the issues leading to the revenue leakage have
been resolved.
These processes monitor the status of all open revenue assurance trouble reports, and
recognize that a revenue assurance trouble report is ready to be closed when the status
is changed to cleared.

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Index
1 1.1.2.4.3 Improve Service Quality.................. 126
1.1.1.5 Order Handling ..................................... 15 1.1.2.4.4 Report Service Quality Performance
.................................................................... 129
1.1.1.5.4 Track & Manage Customer Order
Handling ........................................................ 21 1.1.2.4.5 Create Service Performance
Degradation Report .................................... 132
1.1.1.5.5 Complete Customer Order ................ 24
1.1.2.4.6 Track & Manage Service Quality
1.1.1.5.6 Issue Customer Orders ..................... 26
Performance Resolution ............................. 134
1.1.1.5.7 Report Customer Order Handling ..... 29
1.1.3.2 Resource Provisioning ....................... 139
1.1.1.6 Problem Handling................................. 32
1.1.3.2.1 Allocate & Install Resource ............. 147
1.1.1.6.1 Isolate Customer Problem ................ 37
1.1.3.2.2 Configure & Activate Resource ...... 151
1.1.1.6.2 Report Customer Problem ................ 40
1.1.3.2.3 Test Resource ................................ 154
1.1.1.6.3 Track & Manage Customer Problem. 43
1.1.3.2.5 Track & Manage Resource
1.1.1.6.4 Close Customer Problem Report ...... 46 Provisioning ................................................ 157
1.1.1.6.6 Correct & Recover Customer Problem 1.1.3.2.6 Report Resource Provisioning ........ 160
...................................................................... 48
1.1.3.2.8 Issue Resource Orders ................... 163
1.1.2.2 Service Configuration & Activation....... 50
1.1.3.2.9 Recover Resource .......................... 166
1.1.2.2.1 Design Solution ................................. 58
1.1.3.3 Resource Trouble Management ........ 170
1.1.2.2.2 Allocate Specific Service Parameters
1.1.3.3.1 Survey & Analyze Resource Trouble
to Services .................................................... 61
.................................................................... 178
1.1.2.2.3 Track & Manage Service Provisioning
1.1.3.3.2 Localize Resource Trouble ............. 182
...................................................................... 64
1.1.3.3.3 Correct & Resolve Resource Trouble
1.1.2.2.4 Implement, Configure & Activate
.................................................................... 186
Service .......................................................... 67
1.1.3.3.4 Track & Manage Resource Trouble 190
1.1.2.2.5 Test Service End-to-End ................... 70
1.1.3.3.5 Report Resource Trouble ............... 194
1.1.2.2.6 Issue Service Orders ........................ 73
1.1.3.3.7 Create Resource Trouble Report ... 197
1.1.2.2.7 Report Service Provisioning .............. 76
1.3.2.6 Revenue Assurance Management .... 200
1.1.2.2.9 Recover Service ................................ 79
1.3.2.6.2 Manage Revenue Assurance
1.1.2.3 Service Problem Management............. 82
Operations .................................................. 205
1.1.2.3.1 Create Service Trouble Report ......... 90
A
1.1.2.3.2 Diagnose Service Problem ............... 93
Abate Alarm Event Records ......................... 181
1.1.2.3.3 Correct & Resolve Service Problem 97
Abate Service Alarm Event Records ............ 111
1.1.2.3.4 Track & Manage Service Problem .. 100
Activate Resource .......................................... 153
1.1.2.3.5 Report Service Problem .................. 105
Activate Service ............................................... 69
1.1.2.3.7 Survey & Analyze Service Problem
Allocate & Install Resource .................... 140, 147
.................................................................... 108
Allocate Resource .......................................... 149
1.1.2.4 Service Quality Management ............. 112
Allocate Service Parameters ........................... 63
1.1.2.4.1 Monitor Service Quality ................... 119
1.1.2.4.2 Analyze Service Quality .................. 123

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Allocate Specific Service Parameters to Contact Customer for Feedback ...................... 46

Services ..................................................52, 61
Convert Report To Resource Trouble Format
Analyze Service Quality .........................114, 123 .................................................................... 198
Assess Customer Order ................................... 27 Convert Report To Service Performance
Degradation Report Format ........................ 133
Assess Resource Request ............................. 164
Convert Report To Service Problem Format .. 91
Assess Revenue Assurance Trouble ............. 207
Coordinate Customer Problem ........................ 44
Assess Service Request .................................. 74
Coordinate Resource Provisioning Activity .... 158
Assign Service Provisioning Activity ................ 65
Coordinate Resource Trouble ........................ 191
Authorize Credit ............................................... 16
Coordinate Service Problem .......................... 101
C
Coordinate Service Quality ............................ 135
Cancel Customer Problem ............................... 44
Correct & Recover Customer Problem ...... 36, 48
Cancel Resource Trouble .............................. 192
Correct & Resolve Resource Trouble .... 173, 186
Cancel Service Performance Degradation
Report ......................................................... 136 Correct & Resolve Service Problem .......... 84, 97
Cancel Service Problem................................. 102 Correlate Resource Alarm Event Notifications
.................................................................... 180
Capture Service Test Results .......................... 72
Correlate Service Alarm Event Notifications .. 110
Capture Test Results ..................................... 155
Correlate Service Performance Event
Clear Service Performance Degradation Report
Notifications ................................................ 121
Status .......................................................... 137
Create Customer Problem Report ................... 35
Close Customer Order ..................................... 20
Create Resource Orders ................................ 164
Close Customer Problem Report ...............35, 46
Create Resource Trouble Report........... 176, 197
Close Resource Order ................................... 144
Create Revenue Assurance Trouble Report . 207
Close Resource Trouble Report .................... 176
Create Service Orders ..................................... 74
Close Revenue Assurance Trouble Report ... 210
Create Service Performance Degradation
Close Service Order ......................................... 56
Report ................................................. 116, 132
Close Service Performance Degradation Report
Create Service Trouble Report .................. 83, 90
.................................................................... 117
D
Close Service Trouble Report .......................... 87
Design Solution .......................................... 51, 58
Collect, Update & Report Resource
Configuration Data (DELETED) .................. 146 Determine Customer Order Feasibility ............ 16
Commence Resource Recovery .................... 168 Determine Resource Availability .................... 148
Commence Service Recovery ......................... 81 Determine Service Parameter Availability ....... 62
Complete Customer Order .........................18, 24 Develop Detailed Service Design .................... 60
Complete Resource Recovery ....................... 168 Develop Overall Service Design ...................... 59
Complete Service Recovery............................. 81 Develop Resource Recovery Plan ................. 167
Configure & Activate Resource ..............141, 151 Develop Service Implementation Plan ............. 59
Configure Resource ....................................... 152 Develop Service Improvement Plans............. 128
Configure Service ............................................. 68 Develop Service Recovery Plan ...................... 80

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Develop Service Test Plans ............................. 71 Implement Resource Trouble Work Arounds 188
Develop Test Plans ........................................ 155 Implement Service ........................................... 68
Diagnose Service Problem.........................84, 93 Implement Service Problem Work Arounds ..... 99
Distribute Customer Problem Management Implement, Configure & Activate Service .. 53, 67
Reports & Summaries ................................... 41
Improve Service Quality ......................... 114, 126
Distribute Customer Problem Notifications ...... 41
Install and Commission Resource ................. 150
Distribute Management Reports & Summaries
Invoke Support Resource Trouble Management
.................................................................... 195
Processes ................................................... 188
Distribute Notifications ................................... 195
Invoke Support Service Problem Management
Distribute Resource Order Notification .......... 161 Processes ..................................................... 99
Distribute Resource Provisioning Reports ..... 161 Isolate Customer Problem ......................... 33, 37
Distribute Service Order Notification ................ 77 Isolate Unit with Fault .................................... 187
Distribute Service Problem Management Issue Customer Order ..................................... 27
Reports & Summaries ................................. 106
Issue Customer Orders .............................. 18, 26
Distribute Service Problem Notifications ........ 106
Issue Resource Orders .......................... 144, 163
Distribute Service Provisioning Reports ........... 77
Issue Service Orders ................................. 55, 73
Distribute Service Quality Management Reports
L
& Summaries .............................................. 131
Localize Resource Trouble .................... 173, 182
E
M
Engage External Service Suppliers .45, 103, 137
Manage Customer Information ....................... 25
Engaging External Suppliers .......................... 193
Manage Customer Interaction ........................ 25
Escalate/End Customer Problem ..................... 45
Manage Customer Order ................................. 22
Escalate/End Resource Trouble .................... 192
Manage Customer Order Status Notification ... 30
Escalate/End Service Performance Degradation
Report ......................................................... 137 Manage Product Restoration ........................... 49
Escalate/End Service Problem ...................... 102 Manage Resource Alarm Event Notifications 179
Estimate Time For Restoring Resource ........ 199 Manage Resource Provisioning Activity ........ 159
Estimate Time for Restoring Service ............... 91 Manage Revenue Assurance Operations ..... 202,
205
F
Manage Revenue Assurance Policy Framework
Filter Resource Alarm Event Notifications ..... 180
.................................................................... 201
Filter Service Alarm Event Notifications ......... 110
Manage Service Alarm Event Notifications ... 109
G
Manage Service Improvement Notification and
Generate Resource Trouble........................... 198 Authorization ............................................... 127
Generate Service Performance Degradation Manage Service Performance Data Collection
Problem ....................................................... 133 Schedules ................................................... 124
Generate Service Problem ............................... 91 Manage Service Performance Quality Data .. 120
I Manage Service Provisioning Activity .............. 66
Implement Resource ...................................... 152 Manage Service Restoration ........................... 98

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 Business Process Framework (eTOM) – Extended Process Decompositions and Descriptions

Manage Standby Resource Units .................. 188 Provide Service Recovery Proposal Notification
...................................................................... 80
Mark Resource Order for Special Handling ... 165
R
Mark Service Order for Special Handling ......... 75
Reassign / Reconfigure Failed Service............ 98
Monitor Customer Order Status ....................... 30
Reassign / Reconfigure Service or Service
Monitor Customer Problem .............................. 41
Parameters ................................................. 127
Monitor Resource Order Status ..................... 161
Receive PO & Issue Orders (DELETED) ........ 17
Monitor Resource Trouble.............................. 195
Record Service Performance Quality Data .... 121
Monitor Revenue Assurance Controls ........... 206
Recover Resource ................................. 145, 166
Monitor Service Order Status ........................... 77
Recover Service......................................... 57, 79
Monitor Service Performance Degradation
Recover Specific Resource ........................... 169
Report ......................................................... 130
Release Resource ......................................... 149
Monitor Service Problem ................................ 106
Release Service Parameter ............................. 63
Monitor Service Quality ..........................113, 119
Repair / Replace Failed Resource ................ 187
N
Report Constraints to Other Processes ......... 130
Notify T&M Root Cause Customer Problem .... 39
Report Customer Order Handling .............. 19, 29
Notify T&M Root Cause Resource Trouble.... 185
Report Customer Order Status ........................ 30
Notify T&M Root Cause Service Problem ........ 96
Report Customer Problem ......................... 33, 40
O
Report Product Restoration Results ................ 49
Order Handling ................................................. 15
Report Resource Provisioning ............... 143, 160
P
Report Resource Trouble ...................... 175, 194
Perform Final Service Test............................. 103
Report Revenue Assurance ........................... 210
Perform Final Test .......................................... 193
Report Service Problem ........................... 86, 105
Perform First in Service Testing ..................... 102
Report Service Provisioning ...................... 56, 76
Perform First in Testing .................................. 192
Report Service Quality Performance ..... 115, 129
Perform Specific Customer Problem Diagnostics
...................................................................... 38 Request Resource Recovery Authorization ... 167
Perform Specific Customer Problem Tests ...... 38 Request Service Performance Degradation
Report Creation and Update....................... 136
Perform Specific Resource Trouble Diagnostics
.................................................................... 183 Request Service Recovery Authorization ........ 80
Perform Specific Resource Trouble Tests ..... 184 Reserve Resource ......................................... 148
Perform Specific Service Performance Reserve Service Parameters ........................... 62
Diagnostics ................................................. 124
Resolve Revenue Assurance Trouble ........... 208
Perform Specific Service Problem Diagnostics 94
Resource Provisioning ................................... 139
Perform Specific Service Problem Tests ......... 95
Resource Trouble Management .................... 170
Problem Handling ............................................. 32
Revenue Assurance Management ................ 200
Provide Resource Recovery Proposal
S
Notification .................................................. 167
Schedule Routine Resource Trouble Tests ... 184

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 Business Process Framework (eTOM) – Extended Process Decompositions and Descriptions

Schedule Routine Service Problem Tests ....... 95 Track & Manage Resource Trouble ....... 174, 190
Service Configuration & Activation ................... 50 Track & Manage Revenue Assurance Trouble
Resolution ................................................... 209
Service Problem Management ......................... 82
Track & Manage Service Problem ........... 85, 100
Service Quality Management ......................... 112
Track & Manage Service Provisioning ....... 52, 64
Stop And Start Audit On Resources .............. 184
Track & Manage Service Quality Performance
Stop And Start Audit On Services .................... 95
Resolution ........................................... 116, 134
Support Revenue Assurance Operations ...... 203
Track Customer Order ..................................... 22
Survey & Analyze Resource Trouble .....171, 178
Track Resource Provisioning Activity ............ 158
Survey & Analyze Service Problem .........87, 108
Track Service Provisioning Activity .................. 65
T
Trigger Defined Action ................................... 181
Test Resource ........................................142, 154
Trigger Defined Service Alarm Action............ 111
Test Service ..................................................... 71
U
Test Service End-to-End ............................54, 70
Update First in Service Testing Results......... 136
Test Specific Resources ................................ 155
V
Track & Manage Customer Order Handling.... 17,
Verify Product Configuration ............................ 38
21
Verify Resource Configuration ....................... 183
Track & Manage Customer Problem ..........34, 43
Verify Service Configuration ............................ 94
Track & Manage Resource Provisioning 142, 157

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 Business Process Framework (eTOM) – Extended Process Decompositions and Descriptions

Administrative Appendix

This Appendix provides additional background material about the TM Forum

and this document.

Acknowledgments

This release of the Business Process Framework is the result of the combined
efforts of a large group of individuals from companies all over the world. Most
noteworthy is the participation of numerous service providers. The knowledge
and commitment in providing contributions and participating in discussions are
greatly appreciated. Contributors over the program leading to previous
Business Process Framework/eTOM releases were acknowledged in those
documents
With the move to management of the Business Process Framework under the
TM Forum Change Control Group it has become difficult to list all those
involved in the ongoing work, but thanks are due to all of those concerned.
Particular thanks and acknowledgement to Kevin Scaggs, AT&T, who has had
the significant task of acting as eTOM Team Chair and steering the work,
during much of the period of this Release, and who has now handed over to
Gary Bonneau, Cox Communications, Wenjie (Jerry) Zhu, Huawei, and John
Wilmes, Progress Software, who are now co-chairs for the work; and also to
Deena Freed, Casewise, who supports the work as Model Manager and also
publishes the work in this document and other forms – this is analogous to the
traditional role of editor but with more sophisticated tools and techniques to
increase flexibility, which is most welcome.
The team looks forward to continued input and involvement for ongoing work
on the eTOM framework.

Document History

Version History

Version Number Date Modified Modified by: Description of

changes

Version 9.0 August 2010 Mike Kelly Document launch

Version 9.1 August 2010 Alicja Kawecki Updated Notice,

minor cosmetic
corrections for web

GB921 Addendum DX, Version 9.3 © TM Forum 2011 Page 218 of 219
 Business Process Framework (eTOM) – Extended Process Decompositions and Descriptions

posting and ME

Version 9.2 September 2010 Mike Kelly Correction, to replace

missing text within
“Estimate Time for
Restoring Service”

Version 9.3 April 2011 Alicja Kawecki Updated to reflect

TM Forum Approved
status

Release History

Release Number Date Modified Modified by: Description of

changes

9.0 August 2010 Mike Kelly Document launch

GB921 Addendum DX, Version 9.3 © TM Forum 2011 Page 219 of 219