BUSINESS PROCESS FRAMEWORK (eTOM)

AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

RELEASE 9

STRATEGY, INFRASTRUCTURE & PRODUCT OPERATIONS

STRATEGY & COMMIT INFRASTRUCTURE LIFECYCLE MANAGEMENT PRODUCT LIFECYCLE MANAGEMENT OPERATIONS SUPPORT & READINESS FULFILLMENT ASSURANCE BILLING & REVENUE MANAGEMENT

PRODUCT & OFFER DEVELOPMENT & RETIREMENT MARKETING FULFILLMENT RESPONSE CUSTOMER INTERFACE MANAGEMENT BILL INVOICE MANAGEMENT
MARKET STRATEGY & POLICY PRODUCT & OFFER CAPABILITY DELIVERY CRM SUPPORT & READINESS
• Gather & Analyze New Product Ideas • Issue & Distribute • Manage Contact • Analyze & Report on Customer • Apply Pricing, Discounting, Adjustments & Rebates
• Gather & Analyze Market Information • Define Product Capability Requirements • Support Customer Interface Management
MARKETING & OFFER MANAGEMENT

CUSTOMER RELATIONSHIP MANAGEMENT

• Establish Market Strategy
• Establish Market Segments
• Link Market Segments & Products
• Gain Commitment to Marketing Strategy
PRODUCT & OFFER PORTFOLIO PLANNING
• Gather & Analyze Product Information
• Establish Product Portfolio Strategy
• Produce Product Portfolio Business Plans
• Gain Commitment to Product Business Plans
• Assess Performance of Existing Products Marketing Collaterals • Manage Request (Including Self Service) • Mediate & Orchestrate Customer • Create Customer Bill Invoice
• Capture Product Capability Shortfalls • Support Order Handling • Produce & Distribute Bill
• Develop New Product Business Proposal • Track Leads Interactions
• Approve Product Business Case • Support Problem Handling BILL PAYMENTS & RECEIVABLES MANAGEMENT
• Deliver Product Capability • Develop Product Commercialization Strategy • Support Bill Invoice Management SELLING PROBLEM HANDLING • Manage Customer Billing • Manage Customer
• Manage Handover to Product Operations • Develop Detailed Product Specifications • Support Bill Payments & Receivables Management • Manage Prospect • Develop Sales Proposals • Isolate Customer Problem • Manage Customer Payments Debt Collection
• Manage Product Capability Delivery Methodology • Manage Product Development • Support Retention & Loyalty • Qualify Opportunity • Manage Sales Accounts • Report Customer Problem BILL INQUIRY HANDLING
• Launch New Products • Support Marketing Fulfillment • Cross/Up Selling • Track & Manage Customer Problem • Create Customer Bill Inquiry Report
• Manage Product Exit • Support Selling • Acquire Customer Data • Close Customer Problem Report • Assess Customer Bill Inquiry Report
MARKETING CAPABILITY DELIVERY
• Support Bill Inquiry Handling • Negotiate Sales/Contract • Create Customer Problem Report • Authorize Customer Bill Invoice Adjustment
• Define Marketing Capability Requirements SALES DEVELOPMENT • Manage Campaign • Track & Manage Customer Bill Inquiry Resolution
• Gain Marketing Capability Approval ORDER HANDLING
• Correct & Recover Customer Problem • Report Customer Bill Inquiry
• Monitor Sales & Channel Best Practice • Manage Customer Inventory
• Deliver Marketing Infrastructure • Develop Sales & Channels Proposals • Determine Customer Order Feasibility CUSTOMER QoS/SLA MANAGEMENT • Close Customer Bill Inquiry Report
• Manage Product Offering Inventory
• Manage Handover to Marketing Operations • Develop New Sales Channels & Processes • Manage Sales Inventory • Authorize Credit • Assess Customer QoS/SLA Performance MANAGE BILLING EVENTS
• Manage Marketing Capability • Support Customer QoS/SLA • Track & Manage Customer Order Handling • Manage QoS/SLA Violation • Enrich Billing Events • Mediate Billing Events
Delivery Methodology • Complete Customer Order • Report Customer QoS Perf • Guide Billing Events • Report Billing Event
PRODUCT MARKETING COMMUNICATIONS & PROMOTION Records
• Rprt Customer Order Handling • Create Customer QoS Perf Degradation Report
• Define Product Marketing Promotion Strategy • Issue Customer Orders CHARGING
• Track & Manage Customer QoS Perf Resolution • Perform Rating
• Develop Product & Campaign Message • Close Customer Order • Close Customer QoS Perf Degradation Report • Apply Rate Level Discounts
• Select Message and Campaign Channels
• Aggregate Items For Charging
• Develop Promotional Collateral • Manage Customer Charging Hierarchy
• Manage Message and Campaign Delivery
RETENTION & LOYALTY • Build Customer Insight MANAGE BALANCES
• Monitor Message & Campaign Effectiveness • Manage Balance Containers • Manage Balance Policies
• Personalize Customer Profile for Retention & Loyalty • Analyze and Manage Customer Risk
• Manage Balance Operations • Authorize Transaction
• Establish & Terminate Customer Relationship • Validate Customer Satisfaction Based on Balance

SERVICE PROBLEM MANAGEMENT

SERVICE STRATEGY & PLANNING SERVICE CAPABILITY DELIVERY SERVICE DEVELOPMENT & RETIREMENT SM&O SUPPORT & READINESS SERVICE CONFIGURATION & ACTIVATION • Create Service Trouble Report SERVICE GUIDING & MEDIATION
SERVICE DEVELOPMENT
& MANAGEMENT

• Gather & Analyze Service Information
• Manage Service Research
• Establish Service Strategy & Goals
• Define Service Support Strategies
• Produce Service Business Plans
• Develop Service Partnership Requirements
• Gain Enterprise Commitment to Service Strategies
SERVICE MANAGEMENT
& OPERATIONS
• Map & Analyze Service Requirements • Gather & Analyze New Service Ideas • Manage Service Inventory • Design Solution • Diagnose Service Problem • Mediate Service Usage Records
• Capture Service Capability Shortfalls • Assess Performance of Existing Services • Enable Service Configuration & Activation • Allocate Specific Service Parameters to Services • Correct & Resolve Service Problem • Report Service Usage Records
• Gain Service Capability Investment Approval • Develop New Service Business Proposal • Support Service Problem Management • Track & Manage Service Provisioning • Track & Manage Service Problem • Guide Resource Usage Records
• Design Service Capabilities • Develop Detailed Service Specifications • Enable Service Quality Management • Implement & Configure & Activate Service • Close Service Trouble Report
• Enable Service Support & Operations • Manage Service Development • Support Service & Specific Instance Rating • Test Service End-to-End • Survey & Analyze Service Problem
• Manage Service Capability Delivery • Manage Service Deployment • Issue Service Orders • Report Service Problem
• Manage Handover to Service Operations • Manage Service Exit • Report Service Provisioning
SERVICE QUALITY MANAGEMENT
• Close Service Order
• Monitor Srvc Quality • Track & Manage
• Recover Service
• Analyze Srvc Quality Srvc Quality
• Improve Srvc Quality Perf Resolution
• Report Srvc Quality Perf • Close Service Perf
• Create Service Perf Degradation Report
Degradation Report

RESOURCE MANAGEMENT &

OPERATIONS (Application, Computing and Network)
RM&O SUPPORT & READINESS RESOURCE TROUBLE MANAGEMENT
RESOURCE DEVELOPMENT &
MANAGEMENT (APPLICATION, COMPUTING & NETWORK)

RESOURCE STRATEGY & PLANNING RESOURCE CAPABILITY DELIVERY RESOURCE DEVELOPMENT & RETIREMENT RESOURCE PROVISIONING RESOURCE MEDIATION & REPORTING
• Gather & Analyze Resource Information • Map & Analyze Resource Requirements • Gather & Analyze New Resource Ideas • Enable Resource Provisioning • Allocate & Install Resource • Survey & Analyze Rsrc Tbl • Report Rsrc Tbl • Mediate Resource Usage Records
• Enable Resource Performance Management • Localize Rsrc Tbl • Close Rsrc Tbl Report
• Manage Resource Research • Capture Resource Capability Shortfalls • Assess Performance of Existing Resources • Configure & Activate Resource • Report Resource Usage Records
• Establish Resource Strategy & Architecture • Gain Resource Capability Investment Approval • Develop New Resource Business Proposal • Support Resource Trouble Management • Test Resource • Correct & Recover Rsrc Tbl • Create Rsrc Tbl Rprt
• Define Resource Support Strategies • Design Resource Capabilities • Develop Detailed Resource Specifications • Enable Resource Data Collection & Distribution • Track & Manage Resource Provisioning • Track & Manage Rsrc Tbl
• Produce Resource Business Plans • Enable Resource Support & Operations • Manage Resource Development • Manage Resource Inventory • Report Resource Provisioning
• Manage Logistics RESOURCE PERFORMANCE MANAGEMENT
• Develop Resource Partnership Requirements • Manage Resource Capability Delivery • Manage Resource Deployment • Close Resource Order
• Monitor Rsrc Perf • Create Rsrc Perf
• Gain Enterprise Commitment to Resource Plans • Manage Handover to Resource Operations • Manage Resource Exit • Issue Resource Orders
MANAGE WORKFORCE • Analyze Rsrc Perf Degradation Rprt
• Recover Resource
• Manage Appointment • Administer Workforce • Control Rsrc Perf • Track & Manage
Schedule • Report Manage • Report Rsrc Perf Rsrc Perf Resolution
• Assign Work Order Workforce • Close Rsrc Perf Degradation Rprt
• Track & Manage • Close Work Order
Work Order • Issue Work Order RESOURCE DATA COLLECTION & DISTRIBUTION • Process Management • Distribute Management • Audit Data Collection
• Plan & Forecast Workforce • Collect Management Information & Data Information & Data Information & Data & Distribution

RELATIONSHIP MANAGEMENT
SUPPLY CHAIN DEVELOPMENT
& MANAGEMENT

SUPPLY CHAIN STRATEGY & PLANNING
• Gather & Analyze Supply Chain Information
• Establish Supply Chain Strategy & Goals
• Define Supply Chain Support Strategies
• Produce Supply Chain Business Plans
• Gain Enterprise Commitment to Supply
Chain Plans
SUPPLY CHAIN CAPABILITY DELIVERY
• Determine the Sourcing Requirements
• Determine Potential Suppliers/Partners
• Manage the Tender Process
• Gain Tender Decision Approval
• Negotiate Commercial Arrangements
• Gain Approval for Commercial Arrangements
SUPPLIER/PARTNER
SUPPLY CHAIN DEVELOPMENT & CHANGE MANAGEMENT S/PRM SUPPORT & READINESS
• Manage Supplier/Partner Engagement • Support S/P Requisition Management
• Manage Supply Chain Contract Variation • Support S/P Problem Reporting & Management
• Manage Supplier/Partner Termination • Support S/P Performance Management
• Support S/P Settlements & Payment
Management
• Support S/P Interface Management
• Manage Supplier/Partner Inventory
S/P REQUISITION MANAGEMENT S/P PROBLEM REPORTING & MANAGEMENT S/P SETTLEMENTS & PAYMENTS MANAGEMENT
• Select Supplier/Partner • Initiate S/P Problem Report • Manage Account
• Determine S/P Pre-Requisition Feasibility • Receive S/P Problem Report • Receive & Assess Invoice
• Track & Manage S/P Requisition • Track & Manage S/P Problem Resolution • Negotiate & Approve Invoice
• Receive & Accept S/P Requisition • Report S/P Problem Resolution • Issue Settlements Notice & Payment
• Initiate S/P Requisition Order • Close S/P Problem Report
• Report S/P Requisition
• Close S/P Requisition Order S/P PERFORMANCE MANAGEMENT
• Monitor & Control S/P Service Performance
• Track & Manage S/P Performance Resolution
• Report S/P Performance
• Initiate S/P Performance Degradation Report
• Close S/P Performance Degradation Report

S/P INTERFACE MANAGEMENT

• Manage S/P Requests (Including Self Service) • Analyze & Report S/P Interactions • Mediate & Orchestrate Supplier/Partner Interactions

ENTERPRISE MANAGEMENT
STRATEGIC & ENTERPRISE PLANNING ENTERPRISE RISK MANAGEMENT ENTERPRISE EFFECTIVENESS MANAGEMENT KNOWLEDGE & RESEARCH MANAGEMENT

BUSINESS CONTINUITY SECURITY

STRATEGIC BUSINESS ENTERPRISE FRAUD MANAGEMENT PROCESS MANAGEMENT KNOWLEDGE TECHNOLOGY
MANAGEMENT MANAGEMENT ENTERPRISE QUALITY PROGRAM & PROJECT RESEARCH
BUSINESS PLANNING DEVELOPMENT ARCHITECTURE MANAGEMENT SCANNING
AND SUPPORT MANAGEMENT MANAGEMENT MANAGEMENT
MANAGEMENT
REVENUE ASSURANCE
INSURANCE MANAGEMENT MANAGEMENT
AUDIT MANAGEMENT • Manage Revenue Assurance Policy Framework
• Manage Revenue Assurance Operations ENTERPRISE
ITIL RELEASE • Support Revenue Assurance Operations FACILITIES ITIL SERVICE CATALOG
GROUP ENTERPRISE ITIL CHANGE PERFORMANCE
& DEPLOYMENT MANAGEMENT & SUPPORT MANAGEMENT
MANAGEMENT MANAGEMENT ITIL INFO SECURITY ASSESSMENT
MANAGEMENT ITIL IT SERVICE ITIL PROBLEM
CONTINUITY MANAGEMENT MANAGEMENT MANAGEMENT

ITIL EVENT ITIL SERVICE LEVEL ITIL INCIDENT

FINANCIAL & ASSET MANAGEMENT STAKEHOLDER & EXTERNAL RELATIONS MANAGEMENT MANAGEMENT MANAGEMENT MANAGEMENT
HUMAN RESOURCES MANAGEMENT

FINANCIAL ASSET PROCUREMENT CORPORATE

LEGAL REGULATORY
MANAGEMENT MANAGEMENT MANAGEMENT COMMUNICATIONS & ITIL CAPACITY ITIL REQUEST ITIL AVAILABILITY HR POLICIES & ORGANIZATION
MANAGEMENT MANAGEMENT WORKFORCE STRATEGY
IMAGE MANAGEMENT MANAGEMENT FULFILLMENT MANAGEMENT PRACTICES DEVELOPMENT

COMMUNITY SHAREHOLDER BOARD & ITIL SERVICE ASSET

ITIL CONTINUAL SERVICE WORKFORCE EMPLOYEE &
RELATIONS RELATIONS SHARES/SECURITIES AND CONFIGURATION
IMPROVEMENT DEVELOPMENT LABOR RELATIONS
MANAGEMENT MANAGEMENT MANAGEMENT MANAGEMENT MANAGEMENT

For the Business Process Framework (eTOM) processes definitions please refer to TM Forum document GB921D v 9 . The complete eTOM documentation is available at www.tmforum.org. An electronic copy is available at http://www.amdocs.com/posters | eTOM 9 Poster design © Amdocs. eTOM content © TM Forum 2011