Strategy &
Commit
A01
Infrastructure
Lifestyle
Management
A02
Product Lifestyle
Management
A03
Operations
Operations
Operations
Support &
Readiness
A04
Fulfilment
Assurance
A05
A06
Billing
A07
Assurance
eTOM Dashboard
eTOM
Click on the Connector to
return to the previous level
Customer
Relationship
Management
A601
Service
Management &
Operations
A602
Resource
Management &
Operations
A603
Supplier/Partner
Relationship
Management
A604
Assurance
Marketing
Fulfillment
Response
A6105
Order Handling
A6109
Customer QoS/
SLA Management
A6102
Bill Invoice
Management
A6106
Bill Inquiry
Handling
A6110
Customer
Interface
Management
A6103
Selling
A6107
Problem Handling
A6111
Retention &
Loyalty
A6104
Support Problem
Handling
A61105
Support Marketing
Fulfilment
A61109
Support Customer
QoS/SLA
A61113
Manage
Campaign
A61102
Support Order
Handling
A61103
Manage Product
Offering Inventory
Support Retention
& Loyalty
A61106
A61107
Support Bill
Invoice
Management
A61110
Support Bill
Inquery Handling
A61114
Support Selling
A61111
Manage
Customer
Inventory
A61104
Customer
Relationship
Management
A61
Manage Sales
Inventory
A61108
Support Bill
Payments and
Receivables
Management
A61112
Click on the
Connector to
return to the
previous level
Customer
Relationship
Management
Create Customer
QoS Performance
Degradation
Report
A61202
Report Customer
QoS Performance
A61205
Manage QoS/SLA
Violation
A61203
Close Customer
QoS Performance
Degradation
Report
A61206
Customer
Relationship
Management
Manage Contact
A61301
Manage Request
(Including Self
Service)
A61302
Mediate &
Orchestrate
Customer
Interactions
A61304
Customer
Relationship
Management
Validate
Customer
Satisfaction
A61405
Build Customer
Insight
A61402
Analyze &
Manage
Customer Risk
A61403
Personalize
Customer Profile
for Retention &
Loyalty
A61404
Customer
Relationship
Management
Track Leads
A61502
Customer
Relationship
Management
Apply Pricing,
Discounting,
Adjustments, &
Rebates
A61601
Create Customer
Bill Invoice
A61602
Produce &
Distribute Bill
A61603
Customer
Relationship
Management
Selling
A61
Manage Prospect
A61701
A61702
Cross/Up Selling
A61705
Negociate Sales
A61703
Aquire Customer
Data
A61704
Customer
Relationship
Management
Order Handling
A61
Manage
Customer Billing
A61801
Manage
Customer
Payments
A61802
Close Customer
Order
A61806
Manage
Customer Debt
Collection
A61803
Complete
Customer Order
A61807
Report Customer
Order Handling
Click on the
Connector to
return to the
previous level
A61804
Customer
Relationship
Management
Create Customer
Bill Inquery
Report
A61901
Assess Customer
Bill Inquiry Report
A61902
Authorize
Customer Bill
Invoice
Adjustment
A61903
Report Customer
Bill Inquiry
Close Customer
Bill Inquiry Report
A61905
A61906
Customer
Relationship
Management
Problem Handling
A61
Isolate Customer
Problem
A61001
Create Customer
Problem Report
Report Customer
Problem
A61002
A61003
Correct &
Recover
Customer
Problem
A61005
Close Customer
Problem Report
A61006
Assurance
A6
Click on the Connector to
return to the previous level
Service
Configuration &
Activation
A6202
Service Problem
Management
A6203
Service Quality
Management
A6204
Service
Management and
Operations
Enable Service
Configuration &
Activation
A62102
Support Service
Problem
Management
A62103
Enable Service
Quality
Management
A62104
Service
Management and
Operations
Design Solution
A62201
Allocate specific
service
parameters to
services
A62205
Recover service
A62209
Issue Service
Orders
A62203
Implement,
configure, &
activate service
A62207
Report service
provisioning
Click on the
Connector to
return to the
previous level
A62204
Close service
order
A62208
Service
Management and
Operations
Create Service
Trouble Report
A62301
Report service
problem
A62302
A62305
A62306
Diagnose service
problem
A62303
Click on the
Connector to
return to the
previous level
Close service
trouble report
A62304
Service
Management and
Operations
Monitor service
quality
A62401
Improve service
quality
A62405
Create service
performance
degradation report
A62402
Close service
performance
degradation
A62406
Analyze service
quality
A62403
Report service
quality
performance
A62407
Service
Management and
Operations
Mediate usage
records
A62501
Rate usage
records
A62502
Analyze usage
records
A62503
Assurance
Resource
Provisioning
A6302
Resource Trouble
Management
A6303
Resource
Performance
Management
A6304
Resource Data
Collection &
Distribution
A6305
Resource
Management and
Operations
Support resource
trouble
management
A63105
Manage resource
inventory
A63102
Manage logistics
A63106
Enable resource
performance
management
A63103
Enable resource
data collection &
distribution
A63107
Manage
workforce
A63104
Resource
Management and
Operations
Resource Provisioning
A63
Test resource
A63205
Close resource
order
A63202
Recover resource
A63206
Configure &
activate resource
A63203
Track manage
resource
provisioning
A63207
Issue resource
orders
Click on the
Connector to
return to the
previous level
A63204
Report resource
provisioning
A63208
Resource
Management and
Operations
Create resource
trouble report
A63301
Close resource
trouble report
A63306
Report resource
trouble
A63303
Localize resource
trouble
A63307
Resource
Management and
Operations
Monitor resource
performance
A63401
Control resource
performance
A63405
Create resource
performance
degradation report
A63402
Close resource
performance
A63406
Analze resource
performance
A63403
Report resource
performance
A63407
Resource
Management and
Operations
Collection
management
information & data
A63501
Collection of management
information and data records from
resource and service instances and
other enterprise processes
Process
management
information & data
A63502
Distribute
management
information & data
A63503
Audit data
collection &
distribution
A63504
Assurance
A6
Click on the Connector to
return to the previous level
S/P Performance
Management
A6404
S/P Requisition
Management
A6402
S/P Problem
Reporting &
Management
A6403
S/P Interface
Management
A6406
Supplier/Partner
Relationship
Management
Support S/P
performance
management
A64104
Support S/P
interface
management
A64102
Manage supplier/
partner inventory
A64105
Support S/P
problem reporting
& management
A64103
Support S/P
settlements &
payments
managements
A64106
Supplier/Partner
Relationship
Management
Select supplier/
partner
A64201
Initiate S/P
requisition order
A64202
Close S/P
requisition order
A64206
Determine S/P
pre-requisition
feasibility
A64203
Report S/P
requisition
A64204
Supplier/Partner
Relationship
Management
Initiate S/P
problem report
A64301
Close S/P
problem report
A64304
Report S/P
problem
resolution
A64302
Receive S/P
problem report
A64303
Supplier/Partner
Relationship
Management
Initiate S/P
performance
degradation report
A64401
Close S/P
performance
degradation report
A64402
Report S/P
performance
A64405
Supplier/Partner
Relationship
Management
Manage account
A64501
Negotiate &
approve invoice
A64503
Issue settlement
notice & payment
A64504
Supplier/Partner
Relationship
Management
Manage S/P
requests
(including self
service)
A64601
Mediate &
orchestrate
supplier/partner
interactions
A64603