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Overview of Business Processes

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Ayub Qureshi

TM Forum's Frameworx is an enterprise architecture framework composed of various components including the Business Process Framework (eTOM), Information Framework (SID), and Application Framework (TAM) that standardize telecom operations. It provides guidelines for process integration, automation, and technology-neutral architecture, aimed at enhancing operational efficiency and reducing costs in telecommunications. The framework emphasizes the importance of developing robust applications through clearly defined business processes and a lifecycle approach to manage telecom service providers' operations.

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TMF – eTOM Overview Ayub Qureshi Dec 4, 2015
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4 TM Forum’s Frameworx – Bird’s Eye View
5 TM Forum’s Frameworx – Another High Level View
6 Components of Frameworx Enterprise-Wide information framework (Shared Information and data Model - SID) Systems Integration framework (Technology Neutral Architecture - TNA) Business Process framework (eTOM) Applications framework (Telecom Applications Map - TAM)
7 TM Forum's "Frameworx" is a suite of industry standard best practices. TM Forum have rebranded NGOSS (Next Generation Operations Support Systems) as Frameworx. The Frameworx provide the following features/capabilities:  Frameworx is an enterprise architecture framework  Frameworx is a life Cycle  A framework to guide the development and implementation of business behaviors  Allows OSS/BSS process integration and automation  Recommends practicing Technology Neutral Architecture (TNA)  A highly automated and efficient approach to business operations  Recommends adopting loosely couple service-oriented architecture  Recommends for re-usability of software components  Recommends for agile based SDLC methodology TM Forum's "Frameworx" is composed of the following components: 1) Business Process Framework (eTOM), 2) Information Framework (SID), 3) Application Framework (TAM), 4) Integration Framework (TNA), 5) Business Metrics and 6) Best Practices. Business Process Framework (eTOM) is "Process Focus", Information Framework (SID) is "Information Focus", and Application Framework (TAM) and Integration Framework (TNA) are "SOA/Application Focus". TM Forum’s Frameworx
8 The term eTOM stands for "enhanced Telecom Operation Map". The TM Forum renamed it as "Business Process Framework" since 2013. TM Forum is a standards organization who maintains the Business Process Framework (aka eTOM). Business Process Framework is an end-to- end business processes guidelines that TM Forum recommends for telecom operators to adopt in their day-to-day business process practices. Business Process Framework is one of component of TM Forum's Frameworx. The Business Process Framework is grouped by level zero, level 1, level 2, level 3, level 4 and beyond. The highest-level eTOM processes is defined at level zero. The eTOM are conceptually grouped into three (3) focus areas: 1) Strategy, Infrastructure and Product, 2) Operations ad 3) Enterprise Management at level 1. The key benefits of applying the Business Process Framework are as follows: • Standard practice to develop or streamline business processes across all cross-functional organizations within a company eTOM Definitions
9 • Creates end-to-end business process flows, eliminates process duplicates or gaps • Provides a common process language for telecom service provides as well as for Original Equipment Manufacturer (OEM), Independent Software Vendors (ISV) and others • A well-defined business processes are foundation for developing robust applications  eTOM is a comprehensive business processes frameworks for Telco’s, Cellco’s & MSO’s.  Maps to “Business View” of NGOSS quadrant  Maps to SID  Maps to TAM eTOM Definitions - cntd
10 C A P SF Business Management Layer Service Management Layer Network Management Layer Element Management Layer Network Element Layer ITU-T’sTMNLayers basedon recommendationM.3010 ITU-T’s FCAPS concept based on recommendation M.3400 TMF layered approach focuses on service management FCAPS focuses primarily on technology management Increased Customer & Service Centric Focus Fault Management Performance ManagementNetwork Inventory & Data Management Service Planning,Configuration and Provisioning Trouble Management Order Management Service Quality Management Radio Element Managers Transmission Element Managers Service Platform Element Managers Core Element Managers BroadbandElement Managers IT Element Managers SLA ManagementSales Management Problem Management Fulfillment Assurance Network Discovery Network Element Layer Element Managem entLayer Network ManagementLayer Service Managemen tLayer Business Managem ent Layer Network Planning, Configuration and Provisioning Service Discovery BroadbandWireless BTS, Node B,BSC, RNC MGW, MSC, SGSN, GGSN, HLR ATM, IP SONET / PDH Leased Lines The NGOSS vision is based on seamless integration of various Operation and Business Support systems including: fulfillment, assurance, and billing (as defined in eTOM) inside and outside the enterprise, yielding reduced operation costs, shorter time to market and improved return on investment Service Provider’s suite of operational processes and tools make it difficult to fully embrace the eTOM framework and the NGOSS vision. It is imperative to adopt a architecture model that not only leverages the current environment but also addresses a seamless migration to NGOSS. Enterprise Management Strategy,Infrastructure&Products TeleManagement Forum’s Enhanced Telecom Operations Map® (eTOM) described in ITU-T Rec. M.3050.x Reference framework based on business drivers rather than technology drivers - key component of the NGOSS business view Operations Enterprise Management Knowledge Management Project / Program Management Workforce Management Telecom (NGOSS/eTOM) from ITU-T & TM Forum
11 eTOM & ITU-T TMN Operations Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management BillingAssuranceFulfillmentOperations Support & Readiness Business Management Service Management Network Management Element Management
12 eTOM OPS & TMN FCAPS TMN’s Network Management Layer FCAP Configuration Fault Performance Accounting Security Operations Support & Readiness Fulfillment Assurance Billing Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management (Application, Computing and Network)
13 Customer Customer Interface Management Process Sales Order Handling Problem Handling Invoicing/ Collection Customer QOS Management Network Planning/ Optimization / Development/ Service Quality Management Service Problem Management Service Configuration Service Planning/ Development Rating and Discounting Network Maintenance Restoration Network Inventory Management Network (equipment) Provisioning Usage Mediation Data Management Customer Care Process Service Development and Operations Processes Network and Systems Management Processes Element Management / Physical Network Fulfillment BillingService Assurance FM PM Layer Service Management Layer Business Management Layer Network Management Layer Network Element Service Management LayerEMS1OSS2OMC OSS1 EMS2OMC-R
14 Enterprise Management Strategy, Infrastructure & Product Operations Fulfillment Assurance Billing & Revenue Management Product Lifecycle Management Infrastructure Lifecycle Management Operations Support & Readiness Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management Strategy & Commit Marketing & Offer Management Service Development & Management Resource Development & Management Supply Chain Development & Management (Application, Computing and Network)(Application, Computing and Network) Enterprise Effectiveness Management Knowledge & Research Management Enterprise Risk Management Strategic & Enterprise Planning Financial & Asset Management Stakeholder & External Relations Management Human Resources Management Business Process Framework (eTOM) level 1
15 Operations Fulfillment Assurance Billing & Revenue Management Operations Support & Readiness Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management Customer Relationship Management Retention & Loyalty Customer Interface Management Selling Resource Data Collection & Distribution Supplier/Partner Interface Management S/P Performance Management S/P Problem Reporting & Management S/P Requisition Management Resource Provisioning Resource Trouble Management Resource Performance Management Service Quality Management Service Problem Management Customer QoS / SLA Management S/P Settlements & Payments Management Service Guiding & Mediation Marketing Fulfillment Response S/PRM Support & Readiness SM&O Support & Readiness RM&O Support & Readiness CRM Support & Readiness Service Configuration & Activation Order Handling Problem Handling Bill Payments & Receivables Mgt. Bill Invoice Management Manage Billing Events Charging Bill Inquiry Handling Resource Mediation & Reporting Manage Workforce Business Process Framework (eTOM) level 2 - OPS
16 Market/Sales Product Customer Management Service Management Resource Management Supplier / Partner Enterprise Management Campaign Management Product / Service Product Life Cycle Channel Sales Management Customer Management Order Management Customer QOS/SLA Management Customer Service / Account Problem Resolution Fraud Management Custom Billing Management Invoice / Receivable management Service Design / Assign Service Configuration Management Service Performance Management Service Quality Management Service Problem Management Revenue Assurance Management Service Rating / Discount management Resource Inventory Management Workforce Management Resource Design / Assign Resource Provisioning / Configuration Resource Performance Management Correlation & Root Cause Analysis Resource Testing Management Resource Planning Resource Logistics Resource Status Monitoring Resource Activation Resource Problem Management Billing Data Mediation Partner Management Supply Chain Management Wholesale Billing Asset Management Financial Management HR Management Security Management Knowledge Management - TAM is mapped to eTOM & SID domains. A TAM domain is decomposed into application area. - Each application area is mapped to SID level 1 ABE and eTOM level 2 process TAM (Telecom Application Map)
17 SID Domains & eTOM Process Mapping Market/Sales Product Customer Service Resource Supplier/Partner Enterprise Common Business SID Domains Customers Supplier/Partner Strategy, Infrastructure & Product Operations Enterprise Management Shareholder Employee Other Stakeholder Operation Supports & Readiness Fulfillment Assurance BillingStrategy & Commit Infrastructure Lifecycle Product Lifecycle Customer Management Service Management & Operations Resource Management & Operations Marketing & Offer Management Service Development & management Resource Development & Management Supplier/Partner Management Supply Chain Development & Management eTOM Level 1 Process Grouping
18 SID – eTOM Mapping - Level 0 OperationsStrategy, Infrastructure & Product Service Resource Supplier/Partner Common Business EntitiesEnterprise Market/Sales Product Customer
19 Example of Mapping eTOM to SID Product ABEs eTOM Process Groupings Primary eTOM Level 2 Processes Secondary eTOM Level 2 Processes Strategic Product Portfolio Plan Is concerned with the plans of the product portfolio, which product offerings to make available to each market segment and the plans to development and deploy product offerings, as well as retirement of products M&OM – SC Product & offer Portfolio Strategy, Policy, & Planning Market Strategy & Policy Product & Offer Business Planning & Commitment Product Development & Retirement Product Specification Defines the functionality and characteristics of product offerings made available to the market M&OM – PLM Product Development & Retirement Order Handling Service Configuration & Activation Product Offering Represents tangible and intangible goods and services made available for a certain price to the market in the form of product catalogs. This ABE is also responsible for targeting market segments based on the appropriate market strategy M&OM – PLM Product Development & Retirement Marketing Fulfillment Response Marketing Communications & Promotion Selling Product Represents an instance of a product offering subscribed to by a party, such as a customer, the place where the product is in use, as well as configuration characteristics, such as assigned telephone numbers and internet addresses. The Product ABE also tracks the services and/or resources through which the product is realized CRM – F Order Handling Selling Service Configuration & Activation Problem Handling Customer QoS/SLA Management Service Problem Management Service Quality Analysis. Action, & Reporting Service & Specific Instance Rating . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . • Both SID and eTOM are Technology Neutral Architecture • The SID level 1 ABE is mapped to eTOM level 2 processes
20 SID Framework – Level 1 ABEs Marketing/Sales Product Customer Service Resource Enterprise Common Business DOMAINS ABEs Service Service Test Resource Test Supplier/Partner S/P Bill Inquiry S/P Order S/P OrderS/P Problem S/P Performance S/P PlanSupplier/Partner S/P Interaction S/P Bill S/P Product S/P SLA S/P Statistic S/P Payment Resource Strategy & Plan Party Policy Business InteractionAgreementLocation Resource Trouble Resource Performance Resource Usage Resource Topology Resource Configuration Resource Resource Specification Service Trouble Service PerformanceService Applications Service UsageService Configuration Service Strategy & Plan Service Specification Customer Bill CollectionApplied Customer Billing Rate Customer Bill InquiryCustomer BillCustomer SLA Customer ProblemCustomer Order Customer Statistics Customer Customer Interaction Product Specification Product Product Offering Product Usage Statistics Strategic Product Portfolio Plans Product Performance Market Segment Competitor Sales Statistic Sales Channel Marketing Strategy & Plan Marketing Campaign Contact/Lead/Prospect
21 Some Old Stuffs from TM Forum
22 ProductComponent ProductSpecCharacteristicValue (f rom Product Specif ication ABE) ProductSpecCharacteristic (f rom Product Specif ication ABE) ProductOffering (from Product Offering ABE) ProductBundle ProductCharacteristic productCharacteristicValue validFor 0..1 0..n 0..1 0..n ProdSpecCharValueInstantiatedAsProductCharacteristic 0..1 0..n 0..1 0..n ProdSpecCharDescribesProdCharacteristic Product name : String description productStatus productSerialNumber validFor : TimePeriod 1 0..n 1 0..n ProdOfferDescribes 0..1 0..n 0..1 0..n ProductBundleComprisedOf 0..n 0..n0..n ProductReferences 0..n 0..n 10..n 1ProdCharDefinesTheConfigurationOf Place (fromEntities) 0..n 0..n 0..n 0..n ProductLocatedVia Enterprise Management Strategy, Infrastructure & Product Operations Fulfillment Assurance BillingProduct Lifecycle Management Infrastructure Lifecycle Management Operations Support & Readiness Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management Strategy & Commit Marketing & Offer Management Service Development & Management Resource Development & Management Supply Chain Development & Management (Application, Computing and Network)(Application, Computing and Network) Customer Enterprise Effectiveness Management Knowledge & Research Management Enterprise Risk Management Strategic & Enterprise Planning Financial & Asset Management Stakeholder & External Relations Management Human Resources Management Corporate Knowledge Base NGOSS Knowledge Base Shared SID eTOM TNA NGOSS Lifecycle Knowledge Base
23 The NGOSS Knowledge Base contains three categories of information: Existing Corporate Knowledge, which represents the accumulated experience collected from operating the business NGOSS Knowledge including the models, information, policies and process descriptions identified in the NGOSS technical program, which includes the eTOM, the SID and the TNA Community or Shared Knowledge, knowledge which is common to both NGOSS and a corporation Concept of the Knowledge base is central to the methodology because it provides a way to link work efforts and activities as the progressive views of the system solution are developed. NGOSS Categories
24 Business System Business Capabilities, Constraints & Context System Capabilities, Constraints & Context Technology Neutral ImplementationDeployment Deployment Capabilities, Constraints & Context Implementation Capabilities, Constraints & Context Technology Specific Corporate Knowledge Base NGOSS Knowledge Base Shared NGOSS Lifecycle
25  Key to the understanding of the Lifecycle is that the processes of: 1) Analyzing business requirements, 2) Identifying system requirements, Modeling a solution, 3) Implementing a solution and 4) Deployment of an application themselves make up a lifecycle –  The NGOSS Lifecycle represents various stakeholder interests as a technology solution progresses from definition of its business concerns through to mapping to a particular architecture and implementation, through to deployment.  Four Lifecycle Views represent the intersection of the planes of interest with the perspectives of influence: Business, System, Implementation and Deployment: Business View: Focus on the concerns of the business: process entities and interactions using the eTOM and SID models. In high level terms, goals, policies and obligations that manage the environment and described. System View: SID, eTOM and NGOSS Architecture are used to focus on system concerns: managed objects, behavior and computational interactions. Primarily concerned with modeling system processes and information in a technology neutral manner. Implementation View: Focus on how to build hardware, software and firmware to implement the system being designed. Deployment View: Concerned with operating and actively monitoring the system to ensure that the observed behavior is what is expected In summary, this approach provides traceability from business definition through the architecture, implementation and deployment definition stages. NGOSS Lifecycle Processes
26 System Design Standards & Process • System Architecture • Policy Model • Information Model • System Contract Deployment Operational Environment • Component Instance • Policy Instance • Data Instance • Contract Instance Implementation Implementation Choices • Components • Policy Spec. • Data Model • Contract Implementation Business Business Scope, Goals, Missions • Business Process • Business Policies • Business View Info Model • Business Contract Knowledge Base Repository of Reusable Best Practices – process, policy, capabilities, etc. NGOSS Lifecycle and Methodology
27 A fuller view of NGOSS: The four major stakeholder groups: business, system, implementation and deployment. The repository of global industry best practices captured in the information models of the eTOM and SID. The methodology of creating an understanding of the challenge and a solution to meet the challenge in the Use Cases and Contracts. The emphasis is on meeting the challenge in a technology neutral fashion and then mapping the solution into an implementation environment. The importance of monitoring the operating environment to ensure that the business challenge has been met. Getting all this right is the goal of a Lean Operator and NGOSS is the blueprint, framework and knowledge base of industry best practices to help. No big bang project, must use tools to make knowledge visible and manageable through each solution project iteration. Full NGOSS Views
NGOSS Lifecycle Role Examples BUSINESS SYSTEM Business Process Planner (1) Business Process Analyst (2) Service Designer (1) Domain Analyst (2) Roles Roles Corporate Knowledge Base NGOSS Knowledge Base Shared IMPLEMENTATIONDEPLOYMENT Systems Builder/Integrator (1) Infrastructure Builder (2) Component Builder (3) Roles System Administrator (1) System Security Administrator (2) System User (3) Roles
NGOSS Process A systematic sequenced set of functional activities that deliver a specific result. NGOSS Policies: A set of rules that can be used to manage and govern system behavior. NGOSS Process Descriptions Operations Fulfillment Assurance BillingOperations Support & Readiness Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management (Application, Computing and Network) Enterprise Management Strategic & Enterprise Planning Financial & Asset Management Enterprise Quality Management, Process & IT Planning & Architecture Stakeholder & External Relations Management Brand Management, Market Research & Advertising Human Resources Management Disaster Recovery, Security & Fraud Management Research & Development, Technology Acquisition Strategy, Infrastructure & Product Product Lifecycle Management Infrastructure Lifecycle Management Strategy & Commit Marketing & Offer Management Service Development & Management Resource Development & Management Supply Chain Development & Management (Application, Computing and Network) Customer eTOM Level 2 Process Descriptions Operations Fulfillment Assurance BillingOperations Support & Readiness Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management (Application, Computing and Network) Enterprise Management Strategic & Enterprise Planning Financial & Asset Management Enterprise Quality Management, Process & IT Planning & Architecture Stakeholder & External Relations Management Brand Management, Market Research & Advertising Human Resources Management Disaster Recovery, Security & Fraud Management Research & Development, Technology Acquisition Strategy, Infrastructure & Product Product Lifecycle Management Infrastructure Lifecycle Management Strategy & Commit Marketing & Offer Management Service Development & Management Resource Development & Management Supply Chain Development & Management (Application, Computing and Network) Customer PolicySet PolicyEvent PolicyGroup PolicyAction PolicyCondition Policy PolicyStatement 0..n 0..1 0..n containedPolicySets 0..1 PolicyStatement is used by PolicyCondition and PolicyAction subclasses PolicyEventSet 0..n1 0..n1 {filled in by eventConstraint} hasEvents 0..n 0..1 0..n 0..1 {filled in by executionConstraints} controlsExecutionOf PolicyRule 1..n 1..n 1..n {ordered} 1..n policyActionInPolicyRule 1..n 1..n1..n 1..n {ordered} policyConditionInPolicyRule 1..n 1..n 1..n {filled in by triggerConstraints}1..n isTriggeredBy adjusts selects NGOSS Process Descriptions 29
NGOSS - Contracts A “contract” is a basic unit of inter-operability. A contract is a specification of a service to be delivered as well as a specification for the information and code that implement the service. CurrentlyConceptual -NGOSS Knowledge Baseprocesses, extension methodologies for eTOM, SID and NGOSS Contract exploitation.Processes Used NGOSS Design and lifecycle policies tbd (draft available in J StrassnerPolicybaseNetworkManagement Solutions for the Next Generation) Organisation’s internal policies Policies Used To capture the business goals andneeds in a formthat can be realized with high fidelitybySystems Implementer’s in an acceptable deployment. This methodologyuses a ValidationVerification AND Testing(VV&T) concept over the full NGOSS Lifecycle. Stakeholder Goals To capture and transforma user organisation’sbusiness goal - based onpossible existingsystems andorganizationconstraints - intoa set ofartefacts that express the Business Requirement in a complete formthat meets the pre conditions for the Systems Phaseofthe NGOSS Lifecycle. Some of these artifacts maybe recorded in the TMF OR the Organisation’s Own Knowledge Base PrimaryGoals TMF Members, suppliers, partners, industryanalystsTertiary Actor(s) Stakeholders for System, ImplementationandOperations TMF Team members Secondary Actor(s) Business Analysts and programme managers in user organizationsPrimary Actor(s) Anyone that is involved with establishingandoperatingthe Business Phaseofthe NGOSS LifecycleAudience VeryHigh SummaryLevel Enterprise: The activities, constraints and artifacts (e.g. business plan) needed toperformthe NGOSS Business LifecycleScope BusinessPhase – NGOSS LifecycleUse Case Title CommentaryName of Field CurrentlyConceptual -NGOSS Knowledge Baseprocesses, extension methodologies for eTOM, SID and NGOSS Contract exploitation.Processes Used NGOSS Design and lifecycle policies tbd (draft available in J StrassnerPolicybaseNetworkManagement Solutions for the Next Generation) Organisation’s internal policies Policies Used To capture the business goals andneeds in a formthat can be realized with high fidelitybySystems Implementer’s in an acceptable deployment. This methodologyuses a ValidationVerification AND Testing(VV&T) concept over the full NGOSS Lifecycle. Stakeholder Goals To capture and transforma user organisation’sbusiness goal - based onpossible existingsystems andorganizationconstraints - intoa set ofartefacts that express the Business Requirement in a complete formthat meets the pre conditions for the Systems Phaseofthe NGOSS Lifecycle. Some of these artifacts maybe recorded in the TMF OR the Organisation’s Own Knowledge Base PrimaryGoals TMF Members, suppliers, partners, industryanalystsTertiary Actor(s) Stakeholders for System, ImplementationandOperations TMF Team members Secondary Actor(s) Business Analysts and programme managers in user organizationsPrimary Actor(s) Anyone that is involved with establishingandoperatingthe Business Phaseofthe NGOSS LifecycleAudience VeryHigh SummaryLevel Enterprise: The activities, constraints and artifacts (e.g. business plan) needed toperformthe NGOSS Business LifecycleScope BusinessPhase – NGOSS LifecycleUse Case Title CommentaryName of Field Operations Fulfillment Assurance BillingOperations Support & Readiness Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management (Application, Computing and Network) Enterprise Management Strategic & Enterprise Planning Financial & Asset Management Enterprise Quality Management, Process & IT Planning & Architecture Stakeholder & External Relations Management Brand Management, Market Research & Advertising Human Resources Management Disaster Recovery, Security & Fraud Management Research & Development, Technology Acquisition Strategy, Infrastructure & Product Product Lifecycle Management Infrastructure Lifecycle Management Strategy & Commit Marketing & Offer Management Service Development & Management Resource Development & Management Supply Chain Development & Management (Application, Computing and Network) Customer PolicySet PolicyEvent PolicyGroup PolicyAction PolicyCondition Policy PolicyStatement 0..n 0..1 0..n containedPolicySets 0..1 PolicyStatement is used by PolicyCondition and PolicyAction subclasses PolicyEventSet 0..n1 0..n1 {filled in by eventConstraint} hasEvents 0..n 0..1 0..n 0..1 {filled in by executionConstraints} controlsExecutionOf PolicyRule 1..n 1..n 1..n {ordered} 1..n policyActionInPolicyRule 1..n 1..n1..n 1..n {ordered} policyConditionInPolicyRule 1..n 1..n 1..n {filled in by triggerConstraints}1..n isTriggeredBy Implement Contract System Contract Deployment Contract Business Contract 1 2 34 Implement Contract System Contract Deployment Contract Business Contract 1 2 34 Order Handling Credit Authorization Order Issuance Order Tracking and Status Preorder Feasibility Determination Order Completion Receive Pre-Order Feasibility Request Order Plan Development Order Creation Confirm Order Completion with Customer Report unmet commitments or capabilities Status Report Customer Jeopardy Notification Committed Date Re-negotiatio w/ Customer Validate info for Assurance and Billing Customer Satisfaction Validation Confirm Customer Value delivery Billing Satisfaction Validation Test solution and demonstrate to cust Order Cancellation Order Amendment Obtain Appropriate Approvals Advise and Negotiate Acceptable Terms Order Request Validation Issue Pre-Order Feasibility Study Credit Investigation Determination Credit Investigation Status Establishment and Management Manage Customer changes to Agreement Con Train the customer Followup on optimal Customer Utilisation ©TeleManagementForum eTOM April2001 TEAM DRAFT NGOSS Use Cases NGOSS Process Descriptions NGOSS Policies NGOSS Activities contains references references adjusts selects controls NGOSS Contracts defines interfaces defined by references references 30
NGOSS - Use Cases NGOSS Use Cases Currently Conceptual - NGOSS Knowledge Base processes, extension methodologies for eTOM, SID and NGOSS Contract exploitation.Processes Used NGOSS Design and lifecycle policies tbd (draft available in J Strassner Policy base Network Management Solutions for the Next Generation) Organisation’s internal policies Policies Used To capture the business goals and needs in a form that can be realized with high fidelity by Systems Implementer’s in an acceptable deployment. This methodology uses a Validation Verification AND Testing (VV&T) concept over the full NGOSS Lifecycle. Stakeholder Goals To capture and transform a user organisation’s business goal - based on possible existing systems and organization constraints - into a set of artefacts that express the Business Requirement in a complete form that meets the pre conditions for the Systems Phase of the NGOSS Lifecycle. Some of these artifacts may be recorded in the TMF OR the Organisation’s Own Knowledge Base Primary Goals TMF Members, suppliers, partners, industry analystsTertiary Actor(s) Stakeholders for System, Implementation and Operations TMF Team members Secondary Actor(s) Business Analysts and programme managers in user organizationsPrimary Actor(s) Anyone that is involved with establishing and operating the Business Phase of the NGOSS LifecycleAudience Very High SummaryLevel Enterprise: The activities, constraints and artifacts (e.g. business plan) needed to perform the NGOSS Business LifecycleScope Business Phase – NGOSS LifecycleUse Case Title CommentaryName of Field Currently Conceptual - NGOSS Knowledge Base processes, extension methodologies for eTOM, SID and NGOSS Contract exploitation.Processes Used NGOSS Design and lifecycle policies tbd (draft available in J Strassner Policy base Network Management Solutions for the Next Generation) Organisation’s internal policies Policies Used To capture the business goals and needs in a form that can be realized with high fidelity by Systems Implementer’s in an acceptable deployment. This methodology uses a Validation Verification AND Testing (VV&T) concept over the full NGOSS Lifecycle. Stakeholder Goals To capture and transform a user organisation’s business goal - based on possible existing systems and organization constraints - into a set of artefacts that express the Business Requirement in a complete form that meets the pre conditions for the Systems Phase of the NGOSS Lifecycle. Some of these artifacts may be recorded in the TMF OR the Organisation’s Own Knowledge Base Primary Goals TMF Members, suppliers, partners, industry analystsTertiary Actor(s) Stakeholders for System, Implementation and Operations TMF Team members Secondary Actor(s) Business Analysts and programme managers in user organizationsPrimary Actor(s) Anyone that is involved with establishing and operating the Business Phase of the NGOSS LifecycleAudience Very High SummaryLevel Enterprise: The activities, constraints and artifacts (e.g. business plan) needed to perform the NGOSS Business LifecycleScope Business Phase – NGOSS LifecycleUse Case Title CommentaryName of Field Operations Fulfillment Assurance BillingOperations Support & Readiness Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management (Application, Computing and Network) Enterprise Management Strategic & Enterprise Planning Financial & Asset Management Enterprise Quality Management, Process & IT Planning & Architecture Stakeholder & External Relations Management Brand Management, Market Research & Advertising Human Resources Management Disaster Recovery, Security & Fraud Management Research & Development, Technology Acquisition Strategy, Infrastructure & Product Product Lifecycle Management Infrastructure Lifecycle Management Strategy & Commit Marketing & Offer Management Service Development & Management Resource Development & Management Supply Chain Development & Management (Application, Computing and Network) Customer PolicySet PolicyEvent PolicyGroup PolicyAction PolicyCondition Policy PolicyStatement 0..n 0..1 0..n containedPolicySets 0..1 PolicyStatement is used by PolicyCondition and PolicyAction subclasses PolicyEventSet 0..n1 0..n1 {filled in by eventConstraint} hasEvents 0..n 0..1 0..n 0..1 {filled in by executionConstraints} controlsExecutionOf PolicyRule 1..n 1..n 1..n {ordered} 1..n policyActionInPolicyRule 1..n 1..n1..n 1..n {ordered} policyConditionInPolicyRule 1..n 1..n 1..n {filled in by triggerConstraints}1..n isTriggeredBy Order Handling Credit Authorization Order Issuance Order Tracking and Status Preorder Feasibility Determination Order Completion Receive Pre-Order Feasibility Request Order Plan Development Order Creation Confirm Order Completion w ith Customer Report unmet commitments or capabilities Status Report Customer Jeopardy Notification Committed Date Re-negotiatio w / Customer Validate info for Assurance and Billing Customer Satisfaction Validation Conf irm Customer Value delivery Billing Satisfaction Validation Test solution and demonstrate to cust Order Cancellation Order Amendment Obtain Appropriate Approvals Advise and Negotiate Acceptable Terms Order Request Validation Issue Pre-Order Feasibility Study Credit Investigation Determination Credit Investigation Status Establishment and Management Manage Customer changes to Agreement Con Train the customer Follow up on optimal Customer Utilisation ©TeleManagement Forum eTOM April 2001 TEAM DRAFT references references adjusts NGOSS Policies NGOSS Process Descriptions NGOSS Activities selects defines contains In NGOSS, we utilize Use Cases to model a business system, to define the system boundaries and as the basis for the contracts. 31
32 e-TOM enhanced Telecommunication Operating Model SID Shared Information and data Model TAM Telecom Applications Map ABE Aggregated Business Entity NGOSS Next Generation Operating Systems FCAPS Fulfillment, Configuration, Accounting, Performance & Security TNA Technology Neutral Architecture Links for TM Forum https://www.tmforum.org Business Process Framework (eTOM) https://www.tmforum.org/business- process-framework/ Glossary

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Overview of Business Processes

  • 1.
    TMF – eTOMOverview Ayub Qureshi Dec 4, 2015
  • 2.
  • 3.
  • 4.
    4 TM Forum’s Frameworx– Bird’s Eye View
  • 5.
    5 TM Forum’s Frameworx– Another High Level View
  • 6.
    6 Components of Frameworx Enterprise-Wide informationframework (Shared Information and data Model - SID) Systems Integration framework (Technology Neutral Architecture - TNA) Business Process framework (eTOM) Applications framework (Telecom Applications Map - TAM)
  • 7.
    7 TM Forum's "Frameworx"is a suite of industry standard best practices. TM Forum have rebranded NGOSS (Next Generation Operations Support Systems) as Frameworx. The Frameworx provide the following features/capabilities:  Frameworx is an enterprise architecture framework  Frameworx is a life Cycle  A framework to guide the development and implementation of business behaviors  Allows OSS/BSS process integration and automation  Recommends practicing Technology Neutral Architecture (TNA)  A highly automated and efficient approach to business operations  Recommends adopting loosely couple service-oriented architecture  Recommends for re-usability of software components  Recommends for agile based SDLC methodology TM Forum's "Frameworx" is composed of the following components: 1) Business Process Framework (eTOM), 2) Information Framework (SID), 3) Application Framework (TAM), 4) Integration Framework (TNA), 5) Business Metrics and 6) Best Practices. Business Process Framework (eTOM) is "Process Focus", Information Framework (SID) is "Information Focus", and Application Framework (TAM) and Integration Framework (TNA) are "SOA/Application Focus". TM Forum’s Frameworx
  • 8.
    8 The term eTOMstands for "enhanced Telecom Operation Map". The TM Forum renamed it as "Business Process Framework" since 2013. TM Forum is a standards organization who maintains the Business Process Framework (aka eTOM). Business Process Framework is an end-to- end business processes guidelines that TM Forum recommends for telecom operators to adopt in their day-to-day business process practices. Business Process Framework is one of component of TM Forum's Frameworx. The Business Process Framework is grouped by level zero, level 1, level 2, level 3, level 4 and beyond. The highest-level eTOM processes is defined at level zero. The eTOM are conceptually grouped into three (3) focus areas: 1) Strategy, Infrastructure and Product, 2) Operations ad 3) Enterprise Management at level 1. The key benefits of applying the Business Process Framework are as follows: • Standard practice to develop or streamline business processes across all cross-functional organizations within a company eTOM Definitions
  • 9.
    9 • Creates end-to-endbusiness process flows, eliminates process duplicates or gaps • Provides a common process language for telecom service provides as well as for Original Equipment Manufacturer (OEM), Independent Software Vendors (ISV) and others • A well-defined business processes are foundation for developing robust applications  eTOM is a comprehensive business processes frameworks for Telco’s, Cellco’s & MSO’s.  Maps to “Business View” of NGOSS quadrant  Maps to SID  Maps to TAM eTOM Definitions - cntd
  • 10.
    10 C A PSF Business Management Layer Service Management Layer Network Management Layer Element Management Layer Network Element Layer ITU-T’sTMNLayers basedon recommendationM.3010 ITU-T’s FCAPS concept based on recommendation M.3400 TMF layered approach focuses on service management FCAPS focuses primarily on technology management Increased Customer & Service Centric Focus Fault Management Performance ManagementNetwork Inventory & Data Management Service Planning,Configuration and Provisioning Trouble Management Order Management Service Quality Management Radio Element Managers Transmission Element Managers Service Platform Element Managers Core Element Managers BroadbandElement Managers IT Element Managers SLA ManagementSales Management Problem Management Fulfillment Assurance Network Discovery Network Element Layer Element Managem entLayer Network ManagementLayer Service Managemen tLayer Business Managem ent Layer Network Planning, Configuration and Provisioning Service Discovery BroadbandWireless BTS, Node B,BSC, RNC MGW, MSC, SGSN, GGSN, HLR ATM, IP SONET / PDH Leased Lines The NGOSS vision is based on seamless integration of various Operation and Business Support systems including: fulfillment, assurance, and billing (as defined in eTOM) inside and outside the enterprise, yielding reduced operation costs, shorter time to market and improved return on investment Service Provider’s suite of operational processes and tools make it difficult to fully embrace the eTOM framework and the NGOSS vision. It is imperative to adopt a architecture model that not only leverages the current environment but also addresses a seamless migration to NGOSS. Enterprise Management Strategy,Infrastructure&Products TeleManagement Forum’s Enhanced Telecom Operations Map® (eTOM) described in ITU-T Rec. M.3050.x Reference framework based on business drivers rather than technology drivers - key component of the NGOSS business view Operations Enterprise Management Knowledge Management Project / Program Management Workforce Management Telecom (NGOSS/eTOM) from ITU-T & TM Forum
  • 11.
    11 eTOM & ITU-TTMN Operations Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management BillingAssuranceFulfillmentOperations Support & Readiness Business Management Service Management Network Management Element Management
  • 12.
    12 eTOM OPS &TMN FCAPS TMN’s Network Management Layer FCAP Configuration Fault Performance Accounting Security Operations Support & Readiness Fulfillment Assurance Billing Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management (Application, Computing and Network)
  • 13.
    13 Customer Customer Interface ManagementProcess Sales Order Handling Problem Handling Invoicing/ Collection Customer QOS Management Network Planning/ Optimization / Development/ Service Quality Management Service Problem Management Service Configuration Service Planning/ Development Rating and Discounting Network Maintenance Restoration Network Inventory Management Network (equipment) Provisioning Usage Mediation Data Management Customer Care Process Service Development and Operations Processes Network and Systems Management Processes Element Management / Physical Network Fulfillment BillingService Assurance FM PM Layer Service Management Layer Business Management Layer Network Management Layer Network Element Service Management LayerEMS1OSS2OMC OSS1 EMS2OMC-R
  • 14.
    14 Enterprise Management Strategy, Infrastructure& Product Operations Fulfillment Assurance Billing & Revenue Management Product Lifecycle Management Infrastructure Lifecycle Management Operations Support & Readiness Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management Strategy & Commit Marketing & Offer Management Service Development & Management Resource Development & Management Supply Chain Development & Management (Application, Computing and Network)(Application, Computing and Network) Enterprise Effectiveness Management Knowledge & Research Management Enterprise Risk Management Strategic & Enterprise Planning Financial & Asset Management Stakeholder & External Relations Management Human Resources Management Business Process Framework (eTOM) level 1
  • 15.
    15 Operations Fulfillment Assurance Billing& Revenue Management Operations Support & Readiness Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management Customer Relationship Management Retention & Loyalty Customer Interface Management Selling Resource Data Collection & Distribution Supplier/Partner Interface Management S/P Performance Management S/P Problem Reporting & Management S/P Requisition Management Resource Provisioning Resource Trouble Management Resource Performance Management Service Quality Management Service Problem Management Customer QoS / SLA Management S/P Settlements & Payments Management Service Guiding & Mediation Marketing Fulfillment Response S/PRM Support & Readiness SM&O Support & Readiness RM&O Support & Readiness CRM Support & Readiness Service Configuration & Activation Order Handling Problem Handling Bill Payments & Receivables Mgt. Bill Invoice Management Manage Billing Events Charging Bill Inquiry Handling Resource Mediation & Reporting Manage Workforce Business Process Framework (eTOM) level 2 - OPS
  • 16.
    16 Market/Sales Product Customer Management Service Management Resource Management Supplier / Partner Enterprise Management Campaign Management Product / Service ProductLife Cycle Channel Sales Management Customer Management Order Management Customer QOS/SLA Management Customer Service / Account Problem Resolution Fraud Management Custom Billing Management Invoice / Receivable management Service Design / Assign Service Configuration Management Service Performance Management Service Quality Management Service Problem Management Revenue Assurance Management Service Rating / Discount management Resource Inventory Management Workforce Management Resource Design / Assign Resource Provisioning / Configuration Resource Performance Management Correlation & Root Cause Analysis Resource Testing Management Resource Planning Resource Logistics Resource Status Monitoring Resource Activation Resource Problem Management Billing Data Mediation Partner Management Supply Chain Management Wholesale Billing Asset Management Financial Management HR Management Security Management Knowledge Management - TAM is mapped to eTOM & SID domains. A TAM domain is decomposed into application area. - Each application area is mapped to SID level 1 ABE and eTOM level 2 process TAM (Telecom Application Map)
  • 17.
    17 SID Domains &eTOM Process Mapping Market/Sales Product Customer Service Resource Supplier/Partner Enterprise Common Business SID Domains Customers Supplier/Partner Strategy, Infrastructure & Product Operations Enterprise Management Shareholder Employee Other Stakeholder Operation Supports & Readiness Fulfillment Assurance BillingStrategy & Commit Infrastructure Lifecycle Product Lifecycle Customer Management Service Management & Operations Resource Management & Operations Marketing & Offer Management Service Development & management Resource Development & Management Supplier/Partner Management Supply Chain Development & Management eTOM Level 1 Process Grouping
  • 18.
    18 SID – eTOMMapping - Level 0 OperationsStrategy, Infrastructure & Product Service Resource Supplier/Partner Common Business EntitiesEnterprise Market/Sales Product Customer
  • 19.
    19 Example of MappingeTOM to SID Product ABEs eTOM Process Groupings Primary eTOM Level 2 Processes Secondary eTOM Level 2 Processes Strategic Product Portfolio Plan Is concerned with the plans of the product portfolio, which product offerings to make available to each market segment and the plans to development and deploy product offerings, as well as retirement of products M&OM – SC Product & offer Portfolio Strategy, Policy, & Planning Market Strategy & Policy Product & Offer Business Planning & Commitment Product Development & Retirement Product Specification Defines the functionality and characteristics of product offerings made available to the market M&OM – PLM Product Development & Retirement Order Handling Service Configuration & Activation Product Offering Represents tangible and intangible goods and services made available for a certain price to the market in the form of product catalogs. This ABE is also responsible for targeting market segments based on the appropriate market strategy M&OM – PLM Product Development & Retirement Marketing Fulfillment Response Marketing Communications & Promotion Selling Product Represents an instance of a product offering subscribed to by a party, such as a customer, the place where the product is in use, as well as configuration characteristics, such as assigned telephone numbers and internet addresses. The Product ABE also tracks the services and/or resources through which the product is realized CRM – F Order Handling Selling Service Configuration & Activation Problem Handling Customer QoS/SLA Management Service Problem Management Service Quality Analysis. Action, & Reporting Service & Specific Instance Rating . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . • Both SID and eTOM are Technology Neutral Architecture • The SID level 1 ABE is mapped to eTOM level 2 processes
  • 20.
    20 SID Framework –Level 1 ABEs Marketing/Sales Product Customer Service Resource Enterprise Common Business DOMAINS ABEs Service Service Test Resource Test Supplier/Partner S/P Bill Inquiry S/P Order S/P OrderS/P Problem S/P Performance S/P PlanSupplier/Partner S/P Interaction S/P Bill S/P Product S/P SLA S/P Statistic S/P Payment Resource Strategy & Plan Party Policy Business InteractionAgreementLocation Resource Trouble Resource Performance Resource Usage Resource Topology Resource Configuration Resource Resource Specification Service Trouble Service PerformanceService Applications Service UsageService Configuration Service Strategy & Plan Service Specification Customer Bill CollectionApplied Customer Billing Rate Customer Bill InquiryCustomer BillCustomer SLA Customer ProblemCustomer Order Customer Statistics Customer Customer Interaction Product Specification Product Product Offering Product Usage Statistics Strategic Product Portfolio Plans Product Performance Market Segment Competitor Sales Statistic Sales Channel Marketing Strategy & Plan Marketing Campaign Contact/Lead/Prospect
  • 21.
    21 Some Old Stuffsfrom TM Forum
  • 22.
    22 ProductComponent ProductSpecCharacteristicValue (f rom ProductSpecif ication ABE) ProductSpecCharacteristic (f rom Product Specif ication ABE) ProductOffering (from Product Offering ABE) ProductBundle ProductCharacteristic productCharacteristicValue validFor 0..1 0..n 0..1 0..n ProdSpecCharValueInstantiatedAsProductCharacteristic 0..1 0..n 0..1 0..n ProdSpecCharDescribesProdCharacteristic Product name : String description productStatus productSerialNumber validFor : TimePeriod 1 0..n 1 0..n ProdOfferDescribes 0..1 0..n 0..1 0..n ProductBundleComprisedOf 0..n 0..n0..n ProductReferences 0..n 0..n 10..n 1ProdCharDefinesTheConfigurationOf Place (fromEntities) 0..n 0..n 0..n 0..n ProductLocatedVia Enterprise Management Strategy, Infrastructure & Product Operations Fulfillment Assurance BillingProduct Lifecycle Management Infrastructure Lifecycle Management Operations Support & Readiness Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management Strategy & Commit Marketing & Offer Management Service Development & Management Resource Development & Management Supply Chain Development & Management (Application, Computing and Network)(Application, Computing and Network) Customer Enterprise Effectiveness Management Knowledge & Research Management Enterprise Risk Management Strategic & Enterprise Planning Financial & Asset Management Stakeholder & External Relations Management Human Resources Management Corporate Knowledge Base NGOSS Knowledge Base Shared SID eTOM TNA NGOSS Lifecycle Knowledge Base
  • 23.
    23 The NGOSS KnowledgeBase contains three categories of information: Existing Corporate Knowledge, which represents the accumulated experience collected from operating the business NGOSS Knowledge including the models, information, policies and process descriptions identified in the NGOSS technical program, which includes the eTOM, the SID and the TNA Community or Shared Knowledge, knowledge which is common to both NGOSS and a corporation Concept of the Knowledge base is central to the methodology because it provides a way to link work efforts and activities as the progressive views of the system solution are developed. NGOSS Categories
  • 24.
    24 Business System Business Capabilities, Constraints& Context System Capabilities, Constraints & Context Technology Neutral ImplementationDeployment Deployment Capabilities, Constraints & Context Implementation Capabilities, Constraints & Context Technology Specific Corporate Knowledge Base NGOSS Knowledge Base Shared NGOSS Lifecycle
  • 25.
    25  Key tothe understanding of the Lifecycle is that the processes of: 1) Analyzing business requirements, 2) Identifying system requirements, Modeling a solution, 3) Implementing a solution and 4) Deployment of an application themselves make up a lifecycle –  The NGOSS Lifecycle represents various stakeholder interests as a technology solution progresses from definition of its business concerns through to mapping to a particular architecture and implementation, through to deployment.  Four Lifecycle Views represent the intersection of the planes of interest with the perspectives of influence: Business, System, Implementation and Deployment: Business View: Focus on the concerns of the business: process entities and interactions using the eTOM and SID models. In high level terms, goals, policies and obligations that manage the environment and described. System View: SID, eTOM and NGOSS Architecture are used to focus on system concerns: managed objects, behavior and computational interactions. Primarily concerned with modeling system processes and information in a technology neutral manner. Implementation View: Focus on how to build hardware, software and firmware to implement the system being designed. Deployment View: Concerned with operating and actively monitoring the system to ensure that the observed behavior is what is expected In summary, this approach provides traceability from business definition through the architecture, implementation and deployment definition stages. NGOSS Lifecycle Processes
  • 26.
    26 System Design Standards &Process • System Architecture • Policy Model • Information Model • System Contract Deployment Operational Environment • Component Instance • Policy Instance • Data Instance • Contract Instance Implementation Implementation Choices • Components • Policy Spec. • Data Model • Contract Implementation Business Business Scope, Goals, Missions • Business Process • Business Policies • Business View Info Model • Business Contract Knowledge Base Repository of Reusable Best Practices – process, policy, capabilities, etc. NGOSS Lifecycle and Methodology
  • 27.
    27 A fuller viewof NGOSS: The four major stakeholder groups: business, system, implementation and deployment. The repository of global industry best practices captured in the information models of the eTOM and SID. The methodology of creating an understanding of the challenge and a solution to meet the challenge in the Use Cases and Contracts. The emphasis is on meeting the challenge in a technology neutral fashion and then mapping the solution into an implementation environment. The importance of monitoring the operating environment to ensure that the business challenge has been met. Getting all this right is the goal of a Lean Operator and NGOSS is the blueprint, framework and knowledge base of industry best practices to help. No big bang project, must use tools to make knowledge visible and manageable through each solution project iteration. Full NGOSS Views
  • 28.
    NGOSS Lifecycle RoleExamples BUSINESS SYSTEM Business Process Planner (1) Business Process Analyst (2) Service Designer (1) Domain Analyst (2) Roles Roles Corporate Knowledge Base NGOSS Knowledge Base Shared IMPLEMENTATIONDEPLOYMENT Systems Builder/Integrator (1) Infrastructure Builder (2) Component Builder (3) Roles System Administrator (1) System Security Administrator (2) System User (3) Roles
  • 29.
    NGOSS Process A systematicsequenced set of functional activities that deliver a specific result. NGOSS Policies: A set of rules that can be used to manage and govern system behavior. NGOSS Process Descriptions Operations Fulfillment Assurance BillingOperations Support & Readiness Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management (Application, Computing and Network) Enterprise Management Strategic & Enterprise Planning Financial & Asset Management Enterprise Quality Management, Process & IT Planning & Architecture Stakeholder & External Relations Management Brand Management, Market Research & Advertising Human Resources Management Disaster Recovery, Security & Fraud Management Research & Development, Technology Acquisition Strategy, Infrastructure & Product Product Lifecycle Management Infrastructure Lifecycle Management Strategy & Commit Marketing & Offer Management Service Development & Management Resource Development & Management Supply Chain Development & Management (Application, Computing and Network) Customer eTOM Level 2 Process Descriptions Operations Fulfillment Assurance BillingOperations Support & Readiness Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management (Application, Computing and Network) Enterprise Management Strategic & Enterprise Planning Financial & Asset Management Enterprise Quality Management, Process & IT Planning & Architecture Stakeholder & External Relations Management Brand Management, Market Research & Advertising Human Resources Management Disaster Recovery, Security & Fraud Management Research & Development, Technology Acquisition Strategy, Infrastructure & Product Product Lifecycle Management Infrastructure Lifecycle Management Strategy & Commit Marketing & Offer Management Service Development & Management Resource Development & Management Supply Chain Development & Management (Application, Computing and Network) Customer PolicySet PolicyEvent PolicyGroup PolicyAction PolicyCondition Policy PolicyStatement 0..n 0..1 0..n containedPolicySets 0..1 PolicyStatement is used by PolicyCondition and PolicyAction subclasses PolicyEventSet 0..n1 0..n1 {filled in by eventConstraint} hasEvents 0..n 0..1 0..n 0..1 {filled in by executionConstraints} controlsExecutionOf PolicyRule 1..n 1..n 1..n {ordered} 1..n policyActionInPolicyRule 1..n 1..n1..n 1..n {ordered} policyConditionInPolicyRule 1..n 1..n 1..n {filled in by triggerConstraints}1..n isTriggeredBy adjusts selects NGOSS Process Descriptions 29
  • 30.
    NGOSS - Contracts A“contract” is a basic unit of inter-operability. A contract is a specification of a service to be delivered as well as a specification for the information and code that implement the service. CurrentlyConceptual -NGOSS Knowledge Baseprocesses, extension methodologies for eTOM, SID and NGOSS Contract exploitation.Processes Used NGOSS Design and lifecycle policies tbd (draft available in J StrassnerPolicybaseNetworkManagement Solutions for the Next Generation) Organisation’s internal policies Policies Used To capture the business goals andneeds in a formthat can be realized with high fidelitybySystems Implementer’s in an acceptable deployment. This methodologyuses a ValidationVerification AND Testing(VV&T) concept over the full NGOSS Lifecycle. Stakeholder Goals To capture and transforma user organisation’sbusiness goal - based onpossible existingsystems andorganizationconstraints - intoa set ofartefacts that express the Business Requirement in a complete formthat meets the pre conditions for the Systems Phaseofthe NGOSS Lifecycle. Some of these artifacts maybe recorded in the TMF OR the Organisation’s Own Knowledge Base PrimaryGoals TMF Members, suppliers, partners, industryanalystsTertiary Actor(s) Stakeholders for System, ImplementationandOperations TMF Team members Secondary Actor(s) Business Analysts and programme managers in user organizationsPrimary Actor(s) Anyone that is involved with establishingandoperatingthe Business Phaseofthe NGOSS LifecycleAudience VeryHigh SummaryLevel Enterprise: The activities, constraints and artifacts (e.g. business plan) needed toperformthe NGOSS Business LifecycleScope BusinessPhase – NGOSS LifecycleUse Case Title CommentaryName of Field CurrentlyConceptual -NGOSS Knowledge Baseprocesses, extension methodologies for eTOM, SID and NGOSS Contract exploitation.Processes Used NGOSS Design and lifecycle policies tbd (draft available in J StrassnerPolicybaseNetworkManagement Solutions for the Next Generation) Organisation’s internal policies Policies Used To capture the business goals andneeds in a formthat can be realized with high fidelitybySystems Implementer’s in an acceptable deployment. This methodologyuses a ValidationVerification AND Testing(VV&T) concept over the full NGOSS Lifecycle. Stakeholder Goals To capture and transforma user organisation’sbusiness goal - based onpossible existingsystems andorganizationconstraints - intoa set ofartefacts that express the Business Requirement in a complete formthat meets the pre conditions for the Systems Phaseofthe NGOSS Lifecycle. Some of these artifacts maybe recorded in the TMF OR the Organisation’s Own Knowledge Base PrimaryGoals TMF Members, suppliers, partners, industryanalystsTertiary Actor(s) Stakeholders for System, ImplementationandOperations TMF Team members Secondary Actor(s) Business Analysts and programme managers in user organizationsPrimary Actor(s) Anyone that is involved with establishingandoperatingthe Business Phaseofthe NGOSS LifecycleAudience VeryHigh SummaryLevel Enterprise: The activities, constraints and artifacts (e.g. business plan) needed toperformthe NGOSS Business LifecycleScope BusinessPhase – NGOSS LifecycleUse Case Title CommentaryName of Field Operations Fulfillment Assurance BillingOperations Support & Readiness Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management (Application, Computing and Network) Enterprise Management Strategic & Enterprise Planning Financial & Asset Management Enterprise Quality Management, Process & IT Planning & Architecture Stakeholder & External Relations Management Brand Management, Market Research & Advertising Human Resources Management Disaster Recovery, Security & Fraud Management Research & Development, Technology Acquisition Strategy, Infrastructure & Product Product Lifecycle Management Infrastructure Lifecycle Management Strategy & Commit Marketing & Offer Management Service Development & Management Resource Development & Management Supply Chain Development & Management (Application, Computing and Network) Customer PolicySet PolicyEvent PolicyGroup PolicyAction PolicyCondition Policy PolicyStatement 0..n 0..1 0..n containedPolicySets 0..1 PolicyStatement is used by PolicyCondition and PolicyAction subclasses PolicyEventSet 0..n1 0..n1 {filled in by eventConstraint} hasEvents 0..n 0..1 0..n 0..1 {filled in by executionConstraints} controlsExecutionOf PolicyRule 1..n 1..n 1..n {ordered} 1..n policyActionInPolicyRule 1..n 1..n1..n 1..n {ordered} policyConditionInPolicyRule 1..n 1..n 1..n {filled in by triggerConstraints}1..n isTriggeredBy Implement Contract System Contract Deployment Contract Business Contract 1 2 34 Implement Contract System Contract Deployment Contract Business Contract 1 2 34 Order Handling Credit Authorization Order Issuance Order Tracking and Status Preorder Feasibility Determination Order Completion Receive Pre-Order Feasibility Request Order Plan Development Order Creation Confirm Order Completion with Customer Report unmet commitments or capabilities Status Report Customer Jeopardy Notification Committed Date Re-negotiatio w/ Customer Validate info for Assurance and Billing Customer Satisfaction Validation Confirm Customer Value delivery Billing Satisfaction Validation Test solution and demonstrate to cust Order Cancellation Order Amendment Obtain Appropriate Approvals Advise and Negotiate Acceptable Terms Order Request Validation Issue Pre-Order Feasibility Study Credit Investigation Determination Credit Investigation Status Establishment and Management Manage Customer changes to Agreement Con Train the customer Followup on optimal Customer Utilisation ©TeleManagementForum eTOM April2001 TEAM DRAFT NGOSS Use Cases NGOSS Process Descriptions NGOSS Policies NGOSS Activities contains references references adjusts selects controls NGOSS Contracts defines interfaces defined by references references 30
  • 31.
    NGOSS - UseCases NGOSS Use Cases Currently Conceptual - NGOSS Knowledge Base processes, extension methodologies for eTOM, SID and NGOSS Contract exploitation.Processes Used NGOSS Design and lifecycle policies tbd (draft available in J Strassner Policy base Network Management Solutions for the Next Generation) Organisation’s internal policies Policies Used To capture the business goals and needs in a form that can be realized with high fidelity by Systems Implementer’s in an acceptable deployment. This methodology uses a Validation Verification AND Testing (VV&T) concept over the full NGOSS Lifecycle. Stakeholder Goals To capture and transform a user organisation’s business goal - based on possible existing systems and organization constraints - into a set of artefacts that express the Business Requirement in a complete form that meets the pre conditions for the Systems Phase of the NGOSS Lifecycle. Some of these artifacts may be recorded in the TMF OR the Organisation’s Own Knowledge Base Primary Goals TMF Members, suppliers, partners, industry analystsTertiary Actor(s) Stakeholders for System, Implementation and Operations TMF Team members Secondary Actor(s) Business Analysts and programme managers in user organizationsPrimary Actor(s) Anyone that is involved with establishing and operating the Business Phase of the NGOSS LifecycleAudience Very High SummaryLevel Enterprise: The activities, constraints and artifacts (e.g. business plan) needed to perform the NGOSS Business LifecycleScope Business Phase – NGOSS LifecycleUse Case Title CommentaryName of Field Currently Conceptual - NGOSS Knowledge Base processes, extension methodologies for eTOM, SID and NGOSS Contract exploitation.Processes Used NGOSS Design and lifecycle policies tbd (draft available in J Strassner Policy base Network Management Solutions for the Next Generation) Organisation’s internal policies Policies Used To capture the business goals and needs in a form that can be realized with high fidelity by Systems Implementer’s in an acceptable deployment. This methodology uses a Validation Verification AND Testing (VV&T) concept over the full NGOSS Lifecycle. Stakeholder Goals To capture and transform a user organisation’s business goal - based on possible existing systems and organization constraints - into a set of artefacts that express the Business Requirement in a complete form that meets the pre conditions for the Systems Phase of the NGOSS Lifecycle. Some of these artifacts may be recorded in the TMF OR the Organisation’s Own Knowledge Base Primary Goals TMF Members, suppliers, partners, industry analystsTertiary Actor(s) Stakeholders for System, Implementation and Operations TMF Team members Secondary Actor(s) Business Analysts and programme managers in user organizationsPrimary Actor(s) Anyone that is involved with establishing and operating the Business Phase of the NGOSS LifecycleAudience Very High SummaryLevel Enterprise: The activities, constraints and artifacts (e.g. business plan) needed to perform the NGOSS Business LifecycleScope Business Phase – NGOSS LifecycleUse Case Title CommentaryName of Field Operations Fulfillment Assurance BillingOperations Support & Readiness Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management (Application, Computing and Network) Enterprise Management Strategic & Enterprise Planning Financial & Asset Management Enterprise Quality Management, Process & IT Planning & Architecture Stakeholder & External Relations Management Brand Management, Market Research & Advertising Human Resources Management Disaster Recovery, Security & Fraud Management Research & Development, Technology Acquisition Strategy, Infrastructure & Product Product Lifecycle Management Infrastructure Lifecycle Management Strategy & Commit Marketing & Offer Management Service Development & Management Resource Development & Management Supply Chain Development & Management (Application, Computing and Network) Customer PolicySet PolicyEvent PolicyGroup PolicyAction PolicyCondition Policy PolicyStatement 0..n 0..1 0..n containedPolicySets 0..1 PolicyStatement is used by PolicyCondition and PolicyAction subclasses PolicyEventSet 0..n1 0..n1 {filled in by eventConstraint} hasEvents 0..n 0..1 0..n 0..1 {filled in by executionConstraints} controlsExecutionOf PolicyRule 1..n 1..n 1..n {ordered} 1..n policyActionInPolicyRule 1..n 1..n1..n 1..n {ordered} policyConditionInPolicyRule 1..n 1..n 1..n {filled in by triggerConstraints}1..n isTriggeredBy Order Handling Credit Authorization Order Issuance Order Tracking and Status Preorder Feasibility Determination Order Completion Receive Pre-Order Feasibility Request Order Plan Development Order Creation Confirm Order Completion w ith Customer Report unmet commitments or capabilities Status Report Customer Jeopardy Notification Committed Date Re-negotiatio w / Customer Validate info for Assurance and Billing Customer Satisfaction Validation Conf irm Customer Value delivery Billing Satisfaction Validation Test solution and demonstrate to cust Order Cancellation Order Amendment Obtain Appropriate Approvals Advise and Negotiate Acceptable Terms Order Request Validation Issue Pre-Order Feasibility Study Credit Investigation Determination Credit Investigation Status Establishment and Management Manage Customer changes to Agreement Con Train the customer Follow up on optimal Customer Utilisation ©TeleManagement Forum eTOM April 2001 TEAM DRAFT references references adjusts NGOSS Policies NGOSS Process Descriptions NGOSS Activities selects defines contains In NGOSS, we utilize Use Cases to model a business system, to define the system boundaries and as the basis for the contracts. 31
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    32 e-TOM enhanced TelecommunicationOperating Model SID Shared Information and data Model TAM Telecom Applications Map ABE Aggregated Business Entity NGOSS Next Generation Operating Systems FCAPS Fulfillment, Configuration, Accounting, Performance & Security TNA Technology Neutral Architecture Links for TM Forum https://www.tmforum.org Business Process Framework (eTOM) https://www.tmforum.org/business- process-framework/ Glossary