NGOSS Contract Examples

NGOSS Contract Examples
Examples of the NGOSS Lifecycle and Methodology for

NGOSS Contract definition
Release 5.0
GB-921 Addendum N
Version 0.5.1 April 2005
 TeleManagement Forum 2005

NGOSS Contract Example – CRM-SM&O Fulfillment Information Handling
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GB921-N Release 5.0, Version 0.5.1 TeleManagement Forum 2005 Page 2 of 30

Table of Contents
NOTICE ..................................................................................................................................................2
TABLE OF CONTENTS .......................................................................................................................2
TABLE OF FIGURES AND TABLES .................................................................................................5
EXECUTIVE SUMMARY ....................................................................................................................6
CRM-SM&O CUSTOMER PROBLEM HANDLING.......................................................................7
INTRODUCTION ......................................................................................................................................7
GENERAL - HEADER ..............................................................................................................................7
Contract Name..................................................................................................................................7
Contract Identifier ............................................................................................................................7
Version..............................................................................................................................................7
Contract Defining Organization.......................................................................................................7
GENERAL - DESCRIPTIVE .......................................................................................................................7
Goal ..................................................................................................................................................7
Description .......................................................................................................................................7
Comment...........................................................................................................................................8
Search Criteria .................................................................................................................................8
BUSINESS VIEW – FUNCTIONAL ............................................................................................................8
Associated Business Processes .........................................................................................................8
Associated Business Policies ............................................................................................................8
Business Capabilities........................................................................................................................8
Pre-Conditions .................................................................................................................................9
Result Status .....................................................................................................................................9
Post-Conditions ................................................................................................................................9
Interaction Points .............................................................................................................................9
Interaction Roles ..............................................................................................................................9
Security .............................................................................................................................................9
Context..............................................................................................................................................9
BUSINESS VIEW – NON-FUNCTIONAL ....................................................................................................9
Deployment-Related .........................................................................................................................9
Organization-Related .......................................................................................................................9
Legal-Related .................................................................................................................................10
Miscellaneous .................................................................................................................................10
BUSINESS VIEW – MANAGEMENT .......................................................................................................10
Management Activities ...................................................................................................................10
Responsible Management Roles .....................................................................................................10
Associated Management Processes ................................................................................................10
Associated Management Policies ...................................................................................................10
Management Security Policies .......................................................................................................10
BUSINESS VIEW – BUSINESS MODEL ...................................................................................................10
Use Case Diagrams ........................................................................................................................10
Interaction Diagrams .....................................................................................................................10
Behavioral Diagrams .....................................................................................................................11
Business Artifacts – SID Business Model .......................................................................................11
Business Artifacts – eTOM Mapping ..............................................................................................11
Pre Conditions................................................................................................................................12
Post Conditions ..............................................................................................................................12
Business Strategy Diagrams and Artifacts .....................................................................................13
CRM-SM&O FULFILLMENT INFORMATION HANDLING .....................................................14

INTRODUCTION ....................................................................................................................................14
GENERAL - HEADER ............................................................................................................................14
Contract Name................................................................................................................................14
Contract Identifier ..........................................................................................................................14
Version............................................................................................................................................14
Contract Defining Organization.....................................................................................................14
GENERAL - DESCRIPTIVE .....................................................................................................................14
Goal ................................................................................................................................................14
Description .....................................................................................................................................14
Comment.........................................................................................................................................15
Search Criteria ...............................................................................................................................15
BUSINESS VIEW – FUNCTIONAL ..........................................................................................................15
Associated Business Processes .......................................................................................................15
Associated Business Policies ..........................................................................................................15
Business Capabilities......................................................................................................................16
Pre-Conditions ...............................................................................................................................16
Result Status ...................................................................................................................................16
Post-Conditions ..............................................................................................................................16
Interaction Points ...........................................................................................................................16
Interaction Roles ............................................................................................................................16
Security ...........................................................................................................................................16
Context............................................................................................................................................16
BUSINESS VIEW – NON-FUNCTIONAL ..................................................................................................17
Deployment-Related .......................................................................................................................17
Organization-Related .....................................................................................................................17
Legal-Related .................................................................................................................................17
Miscellaneous .................................................................................................................................17
BUSINESS VIEW – MANAGEMENT .......................................................................................................17
Management Activities ...................................................................................................................17
Responsible Management Roles .....................................................................................................17
Associated Management Processes ................................................................................................17
Associated Management Policies ...................................................................................................18
Management Security Policies .......................................................................................................18
BUSINESS VIEW – BUSINESS MODEL ...................................................................................................18
Use Case Diagrams ........................................................................................................................18
Activity Diagrams...........................................................................................................................19
State Chart Diagrams.....................................................................................................................21
Sequence Diagrams ........................................................................................................................21
Business Artifacts – SID Business Model .......................................................................................23
Business Artifacts – eTOM Mapping ..............................................................................................25
Pre Conditions................................................................................................................................26
Post Conditions ..............................................................................................................................26
Business Strategy Diagrams and Artifacts .....................................................................................27
ADMINISTRATIVE APPENDIX.......................................................................................................28
ABOUT THIS DOCUMENT ......................................................................................................................28
DOCUMENT LIFE CYCLE......................................................................................................................28
DOCUMENT HISTORY ..........................................................................................................................28
Version History...............................................................................................................................28
Release History...............................................................................................................................29
ACKNOWLEDGMENTS ..........................................................................................................................29
ABOUT TELEMANAGEMENT FORUM ...................................................................................................30

Table of Figures and Tables
Table 1: eTOM Processes x SID ABEs Mappings for Fulfillment Information

Handling Contract ......................................................................................................................... 24
Figure 1: Process Flow Customer Complaint and Problem Report ................................................. 11
Figure 2: Process Flow Problem Report Interaction ......................................................................... 13
Figure 3: Fulfillment Information Handling Use Cases ..................................................................... 19
Figure 4: Customer Order & Service Order Handling Activities....................................................... 20
Figure 5: Customer Order & Service Order Lifecycle Status............................................................ 21
Figure 6 : Customer Order & Service Order Sequence Diagram...................................................... 22
Figure 7: CRM Fulfillment Process Flows .......................................................................................... 25
Figure 8: CRM and SM&O Fulfillment Process Flows ....................................................................... 26

Executive Summary
This document provides illustrative examples of an NGOSS

Contract, as defined in TMF053B. The intent is to show worked
Contract examples, rather than necessarily to define an enduring
Contract in the specific area addressed. Specifically this document
describes two Contract examples, namely
• Customer Problem Handling – this provides a simple
introductory example to assist users in some of the basic
aspects of NGOSS Contract definition
• CRM-SM&O Fulfillment Information Handling – this
provides a more extensive example to build on the previous
understanding
Note that both examples, at this stage, represent NGOSS Business
View contracts. Further work is underway to extend these
examples to the NGOSS System View and beyond.
This document should be read in conjunction with the range of

NGOSS documentation, in particular GB927, TMF053B, GB921
and GB922.

CRM-SM&O Customer Problem Handling
Introduction
The CRM-SM&O Customer Problem Handling Contract has been

aligned with the Contract structure defined in TMF053B 4.4, Feb
2004. Its scope represents a complete worked example for an
NGOSS Contract, but it should be noted that it is deliberately
restricted to a very simple scenario, since it is intended to illustrate
principles.
General - Header
Contract Name
Simple Contract Example – CRM-SM&O Customer Problem

Handling
Contract Identifier
TMF_BC_xxxx (TBD)
Version
3.0
Contract Defining Organization
TMF
General - Descriptive
Goal
This examines a very limited real-life Use Case example to

illustrate use of Contracts in the NGOSS Business View Lifecycle
quadrant.
Description
The business context chosen assumes two enterprise entities

interacting to deal with this customer problem:

• one is responsible for the CRM functions and deals with the
customer and the creation/management of the customer
problem report
• the other is responsible for handling the problem analysis
and resolution, including Service Management, etc.
This scenario is chosen to map cleanly into the eTOM structure, so
that this example describes the Contract interaction between the
CRM and SM&O layers of the eTOM OPS process grouping.
Comment
This version addresses the Business View only. It is hoped that

further views will be addressed in later versions.
Search Criteria
NGOSS Lifecycle and Methodology, Business View, Contract,

Process, Flow, Customer Problem Handling, Example.
Business View – Functional
Associated Business Processes
The directly-interacting processes in eTOM for this Contract, at

eTOM Level 2, are:
• Problem Handling (in OPS-CRM)
• Service Problem Management (in OPS-SM&O)
Other eTOM processes are involved in the supporting Process
Flows (see under Business Artifacts).
Associated Business Policies
No specific policies are identified as relevant. It is assumed that

Contract interaction between the identified processes (see under
Associated Business Processes) can be between parts of the
same enterprise, or between enterprises.
Business Capabilities
This Contract defines interaction between Customer Relationship

Management and Service Management areas of enterprise(s) (as
represented by the relevant eTOM CRM and SM&O processes –
see under Associated Business Processes) concerning handling of
a Customer Problem.

Pre-Conditions
See under Business Artifacts.
Result Status
Successful (see under Business Artifacts)
Post-Conditions
Interaction Points
None identified.
These will be developed later, as further Use Cases and Contracts
are defined.
Interaction Roles
Product End User/Customer, Service Operator/ProviderTo be

developed later, as further Use Cases and Contracts are defined.
Security
None identified. Note that whether this Contract is used internally,

or externally will affect security (see under Associated Business
Policies).
Context
The scope of this Contract is used to progress handling of a

Customer-reported problem with the service (product) delivered. It
is for further study whether or not this Contract will also apply for
problems reported by other routes (e.g. Network-reported faults).
Business View – Non-

Functional
Deployment-Related
None identified.
Organization-Related
None identified.

Legal-Related
None identified.
Miscellaneous
None identified.
Business View – Management
Management Activities
• Raise Problem/Problem Report

• Progress Problem/Problem Report
• Track Problem/Problem Report
• Close Problem/Problem Report
Responsible Management Roles
Customer, Provider
Associated Management Processes
The co-ordinating management process in eTOM for this Contract,

at eTOM Level 2, is Problem Handling (in OPS-CRM)
Associated Management Policies
None identified.
Management Security Policies
None identified.
Business View – Business

Model
Use Case Diagrams
May be included in a later version, if these prove necessary.
Interaction Diagrams

Behavioral Diagrams
Business Artifacts – SID Business Model
The Contract directly employs the Customer Problem ABE from

SID, as the information shared through the Contract. Note that
dependencies/linkages with other parts of SID, may influence
behavior in one or both communicating enterprises/areas.
Business Artifacts – eTOM Mapping
The Contract covers receipt of a customer service complaint and

the immediate processing to generate and handle a customer
problem report from this. It is thus only a fragment of a possible
larger Use Case/Scenario.
In the Business view, Figure 1: Process Flow Customer Complaint
and Problem Report below illustrates the Problem Report lifecycle
from receipt of complaint through to resolution and report back to
the Customer.
Customer Problem Report

Complaint to Customer
Isolate
Mediate & Manage Mediate &
Manage Problem & Analyze &
Orchestrate Manage Orchestrate
Contact Initiate Contact Report on
Customer Request Customer
Resolution Customer
Interactions Interactions
Track &
Customer Retention Close
Report Manage Retention
Relationship & Loyalty Problem
Problem Problem & Loyalty
Management
Awaiting Service Awaiting Service

Problem Mgt. Problem Mgt.
Problem Problem
Update Resolution
Figure 1: Process Flow Customer Complaint and Problem Report
The focus of attention for Contract specification is on the

interactions from the CRM layer to the underlying Service
Management and other processes in eTOM.
This scenario is developed below to identify the processes in

SM&O as well as in CRM so that process details on both sides of
the area of interaction are visible.

Pre Conditions
• The Customer is already registered as a valid/authorized

Product user by the SP
• The Customer complaint refers to a Product instance that is
associated with that Customer
• The Product instance involved is regarded as active
(although not necessarily in service or working) – i.e. it
exists and is legitimate to generate problem reports against
• The Problem is found to be real (i.e. a problem is actually
found to exist)
• The Customer may or may not be associated with other
Products/Product instances
• The Product instance involved may or may not already be
linked with problem reports – either through Customer
reports or through fault analysis from network or other
Resource troubles
Post Conditions
• The Customer issue involved is associated with a Problem

Report, which may be new or may be an existing Problem
Report to which this new information is appended or
associated.
• The Customer record is updated accordingly
Further action to progress the problem, or address any underlying
fault may be initiated (but is outside of the scope of this Use Case).
For example, the problem may lead to SLA violation and this
aspect is not explored in this limited example.

Customer Problem Report

Complaint to Customer
Isolate
Mediate & Manage Mediate &
Manage Problem & Analyze &
Orchestrate Manage Orchestrate
Contact Initiate Contact Report on
Customer Request Customer
Resolution Customer
Interactions Interactions
Track &
Retention Close
Customer Report Manage Retention
& Loyalty Problem
Relationship Problem Problem & Loyalty
Management
Evaluate &
Qualify
Problem
Plan & Track &

Close &
Service Diagnose Assign Manage
Report
Management Problem Resolution Resolution
& Operations
Awaiting Resource Awaiting Resource Awaiting Resource

Trouble Mgt. Trouble Mgt. Trouble Mgt.
Trouble Trouble Trouble

Analysis Update Resolution
Figure 2: Process Flow Problem Report Interaction

Note in Figure 2: Process Flow Problem Report Interaction that the
key process interactions for the Business Contract(s) to be
considered are highlighted in red. These bound the lifecycle for the
interaction between CRM and SM&O concerning a specific
Problem. Note that the cycle of interactions between CRM “Track &
Manage Problem” and SM&O “Track & Manage Resolution” may
repeat depending on circumstances.
Business Strategy Diagrams and Artifacts
None identified.

CRM-SM&O Fulfillment Information Handling
Introduction
The CRM-SM&O Fulfillment Information Handling Contract has

been aligned with the Contract structure defined in TMF050B 4.4,
Feb 2004. (Its scope represents a complete worked example for an
NGOSS Contract, but it should be noted that it is deliberately
restricted to a simple scenario, since it is intended to illustrate
principles.
General - Header
Contract Name
Simple Contract Example – CRM-SM&O Fulfillment Information

Handling
Contract Identifier
TMF_BC_xxxx (TBD)
Version
3.0
Contract Defining Organization
TMF
General - Descriptive
Goal
This examines a Use Case example to illustrate use of Contracts in

the NGOSS Business View Lifecycle quadrant.
Description
The business context chosen assumes two enterprise entities

interacting to deal with both customer order and service order
handling:

• one is responsible for the CRM functions and deals with the
customer and the creation/management of the customer
order and the information needed to create the
respective(s) service order(s) as each product acquired by
customer and its product specification.
• the other is responsible for creation and handling the
service order(s) generated from the customer order, its
execution and completion.
This scenario is chosen to map cleanly into the eTOM structure, so
that this example describes the interaction between the CRM and
SM&O layers of the eTOM OPS process grouping, in particular the
Fulfillment processes.
Comment
This version only addresses the Business View. Future versions

will cover others quadrants as System View, Implementation View
and Deployment View.
Search Criteria
NGOSS Lifecycle and Methodology, Business View, Contract,

Process, Flow, Fulfillment Information Handling, Service Order
Handling, Customer Order Handling, Example.
Business View – Functional
Associated Business Processes
The directly-interacting processes in eTOM for this Contract, at

eTOM Level 2, are:
• Order Handling (in OPS-CRM)
• Service Configuration & Activation (in OPS-SM&O)
Other eTOM processes are involved in the supporting Process
Flows (see under Business Artifacts).
Associated Business Policies
Each Product acquired by a customer has its specific Specification

and it is associated with one or more Services which have their
own Specifications as well. Eventually Service Applications can be
associated to Service when it involves QoS capabilities, transport
services and/or end-to-end manageable application like VoIP.
Customer Order associates Customer, Product and Product
Specification then this data is used to generate the Service
Order(s) which in its turn associates the proper Services and
Service Specification(s) based on Customer Order content.

Business Capabilities
This Contract defines interaction between Customer Relationship

Management and Service Management areas within an enterprise
(as represented by the relevant eTOM CRM and SM&O processes
– see under Associated Business Processes) concerning
Fulfillment Information Handling.
Pre-Conditions
Result Status
Successful (see under Business Artifacts)
Post-Conditions
Interaction Points
Allocate & Deliver Resource and, Configure & Activate Resource

processes in RM&O layer. Select Supplier/Partner, Determine S/P
Pre-Requisition Feasibility and, Place S/P Requisition processes in
S/PRM layer. (see under Business Artifacts)
Interaction Roles
Product End User/Customer and Service Activator/Service

Provider.
Security
None identified.
Context
This Contract is used to progress handling of Customer Order and

Service Order for provisioning a product requested by customer.

Business View – Non-

Functional
Deployment-Related
TBD
Organization-Related
TBD
Legal-Related
TBD
Miscellaneous
TBD
Business View – Management
Management Activities
• Capture Customer Request/Customer Order

• Generate Service Order/Customer Order (Customer Order
can generate one or more Service Orders)
• Track Customer Order/Customer Order
• Track Service Order/Service Order
• Close Service Order/Service Order
• Close Customer Order/Customer Order
• Update Customer Order/Customer Order
• Cancel Customer Order/Customer Order
Responsible Management Roles
Customer, Service Provider
Associated Management Processes
The co-ordinating management process in eTOM for this Contract,

at eTOM Level 2, is Order Handling (in OPS-CRM) and Service
Configuration & Activation (in OPS-SM&O).

Associated Management Policies
Order Handling creates the Customer Order including information

on the Customer and the required Product. Then information on
this Customer Order is sent to the Service Configuration &
Activation process that creates the associated Service Order(s) to
meet the Product needs, identifying the respective Services and
Service Applications when needed.
Management Security Policies
TBD
Business View – Business

Model
Use Case Diagrams
Figure 3 shows the use cases and actors for Fulfillment Information
Handling contracts. Sales and Service Activator are actors that trigger
use cases in the context of business rules addressed by Fulfillment
Handling Contracts. Sales either performed by sales team or self-
service by customer activates the Customer Order creation. Customer
Order triggers the Service Order creation. Service Activator is in
charge of acceptance and delivering of service to customer and
consequently it triggers the Service Order closing procedures. Once
all Service Orders relate to a specific Customer Order are closed then
the Customer Order is closed.

Create Service Order
Close Customer Order

Create Customer Order
Sales
Cancel Customer Order Track Customer Order

Customer
Close Service Order
(from Customer Ord...)
Service Activator
Cancel Service Order
Update Customer Order
Update Service Order
Figure 3: Fulfillment Information Handling Use Cases
Activity Diagrams
Figure 4 represents the activities involved with the Fulfillment

Information Handling contract. Regard the activities are the
eTOM level 3 processes in both CRM and SM&O layers. The
red color interaction refers to the Customer Order Handling
Contract and the blue color interactions refer to the Service
Order Handling Contract.

CRM SM&O
All blue flows (state transition in

UML) are in the context of Service
Start Order Handling Contract, and the
red one represents Customer
Order Handling Contract.
Validate Customer Issue SO & Specify

Order Design Requirements
Allocate S pecific
Resources to Services
Track Order &
Manage Jeopardy
Track & Manage

Work Order
Implement &
Configure Service
Test Service
End-t o-End
Complete Activate
Order Service
End
Figure 4: Customer Order & Service Order Handling Activities
Note: The two shaded background activities in Figure 4: Customer Order

& Service Order Handling Activities represent updated level 3 processes
proposed to the eTOM framework which are under analysis by the eTOM
team. Once the eTOM team has agreed this issue, then the eTOM
framework (as represented in GB921D) can be updated, and this diagram
would also be updated to remove the distinctive shading for these
processes. Any further process modifications agreed by the eTOM Team
as part of this analysis will be taken into account in a future version of this
Contract.

State Chart Diagrams
Figure 5 shows Customer Order and Service Order status as well

as the possible transitions among them. The actions, represented
by the several flows in the Activity Diagram in Figure 4, provoke
these status transitions.
Start
Created
Cancelled
Running
Updated Delayed
Completed
End
Figure 5: Customer Order & Service Order Lifecycle Status
Sequence Diagrams
Figure 6 represents actions done by the actors, identified in the

Use Case diagram showed in Figure 3, on the classes handled
by both Customer Order Handling and Service Order Handling
contracts. As identified in Table 1, the classes in these contract
contexts are: Customer, Product Offering, Product, Product
Specification, Customer Order, Customer SLA and Service
Order.

: Customer : Service Order

: Cust omer : Sales : Service Activator Order
It represents the
customer interaction
via Sales
requests Product
puts
opens
returns Customer Order #
It represents the direct

customer interaction
confirms order is opened
puts
opens
returns Customer Order #
disaggret ates in
opens
returns Service Order #
Requests Customer Order Update

This Customer
Updates Order Update only
deals with itself
Confirms Customer Order Update
This Cust omer Order

Update affects one or
more Service Orders
Requests Customer Order Update
Requests Service Order # 1 Update
Requests Service Order # n Update
Updates Service Order # 1
Updates Service Order # n
Confirms Customer Order Update
Requests Customer Order Cancelling
Requests Service Order #1 Cancelling
Requests Service Order # n Cancelling
Cancels Service Order # 1
Cancels Service Order # n
Confirms Customer Order Cancelling
Customer Order can

makes servic e 1 available t o cus tomer be disaggregated in
one or more Service
closes Service Order 1 Orders in a proper
sequence. When
the last Service
Order is completed
makes servic e n available t o cus tomer
then Customer
Order is closed.
closes Service Order n
closes the Customer Order
communicat es Cust omer Order is c omplet ed
communicates Customer Order is completed
It represents the direct

cus tomer interaction
Figure 6 : Customer Order & Service Order Sequence Diagram

Business Artifacts – SID Business Model
Customer Order Handling Contract directly employs the Customer,

Customer Order, Customer SLA, Product Offering, Product, and
Product Specification. Service Order Handling Contract deals with
Service Order, Service, Service Specification and Service
Applications ABEs from SID, as the information shared through this
Contract. Table 1 shows the SID mappings to all eTOM processes,
which deal with this business scenario, highlighting the processes
and respective ABEs directly involved with both of these Contracts.

Fulfillment Information Handling Contract - eTOM CRM and SM&O Processes x SID ABEs
Mappings
eTOM Level 3 Process Primary Aggregated Secondary Aggregated
Business Entity (ABE) Business Entity (ABE)
Mediate & Orchestrate Customer Interactions Customer Interaction

Manage Contact Customer Interaction Customer
Manage Request Customer Interaction Customer
Retention & Loyalty Customer Statistic Customer Order
Customer Interaction
Customer
Negotiate Sales Agreement Product Offering
Customer SLA Product
Customer Order Customer
Authorize Credit Customer Policy
Validate Customer Order Customer Order Customer
Product
Product Specification
Customer SLA
Track Order & Manage Jeopardy Customer Order
Service Order
Complete Order Customer Order Customer
Service Order Product
Analyse & Report on Customer Customer Customer Interaction
Issue SO & Specify Design Requirements Service Order Product Specification
Service Application Product
Service Configuration Service Specification
Service
Allocate Specific Resources to Services Service Order Service
Service Specification
Service Applications
Track & Manage Work Order Work Order Service Order
Service
Service Specification
Implement & Configure Service Service Configuration Service Specification
Service Order Service
Activate Service Service Order Service Specification
Service Configuration Service Applications
Service
Test Service End-to-End Service Test Service Specification
Service Order Service
Table 1: eTOM Processes x SID ABEs Mappings for Fulfillment Information

Handling Contract
Note: The two red color processes in Table 1: eTOM Processes x

SID ABEs Mappings for Fulfillment Information Handling Contract
represent new level 3 processes proposed to the eTOM framework
which are under analysis by eTOM team. Once eTOM team has
agreed this issue, then this table should be updated. Any further
process modifications agreed by the eTOM Team as part of this

analysis will be taken into account in a future version of this

Contract.
Business Artifacts – eTOM Mapping
The Customer Order Handling Contract covers receipt of a

customer request and the immediate processing to generate and
handle a Customer Order from it. It is thus only a fragment of a
possible larger Use Case/Scenario.
In the Business view, Figure 7 below illustrates the Customer Order
lifecycle from receipt of request through to completion and
delivering of product to the Customer.
Customer Product Activated

Request to Customer
Mediate & Manage Mediate & Analyze &

Manage Manage Authorize Validate Orchestrate
Orchestrate Request Report on
Contact Request Credit Customer Customer
Customer Customer
Interactions Order Interactions
Track Order Complete

Customer Retention Negotiate & Manage Order Retention
Relationship & Loyalty Sales Jeopardy
& Loyalty
Management
Awaiting Service Awaiting Service

Provisioning Mgt. Provisioning Mgt.
Provisioning Service
Updates Provided
Figure 7: CRM Fulfillment Process Flows
The focus of attention for Contract specification is on interactions

from the CRM layer to the underlying Service Management and
other processes in eTOM.
Linking through from Business to System, this leads to appropriate
Information objects from customer request to customer order and
service orders. Moving on, this translates to data objects
corresponding to the information objects, and eventually run-time
contracts for receiving a customer request and generating a
customer order. It supports the developing Compliance strategy
(and specifically how this reflects into eTOM assessment) by
allowing focus on a specific run-time Component (assumed to
support the application functionality and the run-time Contracts
identified), and allowing traceability to map this back to the specific
process element(s) supporting the specific Business Contracts
identified.
This scenario is developed below to identify the processes in
SM&O as well as in CRM so that process details on both sides of
the area of interaction are visible.

Pre Conditions
• Customer is already registered by the SP

• Customer requests a Product compatible with his/her
profile and feasible to be provided in terms of the network
resources available to his/her site
• Customer may or may not be associated with additional
Product instances
Post Conditions
• Customer is associated with a Product and Product

Specifications
• Customer Order is updated accordingly
Further action to address any underlying exceptions may be
initiated (but is outside of the scope of this Use Case). Figure 8
shows a specific red process flow dealt with by the Customer Order
Handling Contract and the white process flows handled by the
Service Order Handling Contract. The Manage Request process is
repeated to avoid crossing arrows that represents the information
flow among the processes. Both red and white numbered business
flows are described below.
Customer Service Activated
Request to Customer
Manage Mediate &

Mediate & Analyze &
Manage Manage Authorize Orchestrate
Orchestrate Validate Request Report on
Contact Request Credit Customer
Customer Customer Customer
Interactions
Interactions Order
Track Order Complete
Customer Retention Negotiate & Manage Order Retention
Relationship & Loyalty Sales 1 Jeopardy & Loyalty
Management
2 7
Issue SO & Activate
Specify Design Service
Requirements 3 4
6
Allocate 5
Specific Track & Implement Test Service
Service Resources to & Configure End-to-End
Manage
Management Services Work Orders Service
& Operations
Awaiting S/P Selection Awaiting WO

Awaiting Resource
& Pre-requisition Configuration Execution
S/P Resource Allocation Work Orders

Selected & Configuration Done Executed
Awaiting S/P Service

& Product Acceptance
S/P Service &

Product Accepted
Figure 8: CRM and SM&O Fulfillment Process Flows
Process Flow Descriptions

1 - Service Order Creation Requested – this makes use of relevant

data from the Customer Order;
2 – Service Order ID Returned – one or more Service Orders ID
referring to a specific Customer Order are returned;
3 – Inquiry Context: Service Order Status Requested – this is done
periodically or under demand by customer. Action Context : Service
Order Prioritization Requested – this is done when a specific
Service Order is delayed;
4 – Inquiry Context: Service Order Status Returned. Action
Context: Service Order Prioritized;
5 – As for Item 3 above
6 – As for Item 4 above
7 – Service Order Completed - when all Service Orders of a
specific Customer Order are completed then that Customer Order
is closed.
Note that interactions from CRM “Track Order & Manage Jeopardy”
and SM&O processes may occur during all the customer order and
service order lifecycles. Eventually Issue Order and Specify Design
Requirements process can be activated during Pre Order feasibility
through Validate Customer Order to make sure the service and/or
product request by customer is possible to deliver taking into
account the technical requirements.
Note: The two process boxes with red colored text in Figure 8:
CRM and SM&O Fulfillment Process Flows represent new level 3
processes proposed to the eTOM framework which are under
analysis by eTOM team. Once the eTOM team has agreed this
issue, then the eTOM framework (as represented in GB921D) can
be updated, and this diagram would also be updated to remove the
distinctive coloring for these process boxes. Any further process
modifications agreed by the eTOM Team as part of this analysis
will be taken into account in a future version of this Contract.
Business Strategy Diagrams and Artifacts
None identified.

Administrative Appendix
About this document
This lays down Contract Examples that describe real-life scenarios

in the CRM and the SM&O layers. These examples can be used
for:
¾ Understanding and Compliance to the NGOSS Lifecycle
and Methodology
¾ Creation of Business View Contracts
¾ Demonstration of interaction between eTOM process
layers
¾ Creating other examples of Contracts
¾ Foundation for System Views
Document Life Cycle
This document will be updated to incorporate interactions and

processes as and when the Use Cases are expanded or further
detailed.
The <<Document Title>> is being issued as Member Evaluation
Version 5.0. This version of the eTOM Business Process
Framework can be considered valid until it is updated or replaced..
The purpose of an Evaluation Version is to encourage input based
on experience of members and the public as they begin to use the
document. Following the Evaluation Period, documents that are
seen to deliver value are candidates for formal approval by the TM
Forum. All documents approved by the TM Forum undergo a
formal review and approval process.
This document will continue under formal change control.
Supporting work will be issued as companions to this document. A
document of this type is a “living document,” capturing and
communicating current knowledge and practices. Further inputs
will be made because of detailed work ongoing in the TM Forum
and the industry.
Document History
Version History

Version Date Modified Modified by: Description of changes

Number
0.0.1 23/03/05 Deepak Kataria First internal draft
0.0.2 24/03/05 Mike Kelly Minor updates
0.0.3 24/03/05 Jose Ricardo Bueno Updates in figure numbers
0.0.4 29/03/05 Jose Ricardo Bueno Replacement of Abort State
and Use Case by Cancel State
and Use Case
0.5 27-Mar-05 Tina O'Sullivan Finalizing document for
Member Evaluation
0.5.1 05-Sept-06 Tina O'Sullivan updated notice statement
Release History
Release Date Modified Modified by: Description of

Number changes
Release 5.0 March 2005 various (see First issue of
above) document
Acknowledgments
This document was prepared by the members of the

TeleManagement Forum eTOM team:
See main document (GB921 v4.5) for acknowledgements.
Particular thanks go to Jose Ricardo Bueno of CPqD Fundacao (for
the Fulfillment Information Contract) and Mike Kelly of
TeleManagement Forum (for the initial Customer Problem
Contract) for the prior preparation and editing of these two Contract
examples, and integration of comments and suggestions into the
final form shown here; as well as to Deepak Kataria of Satyam who
handled final integration and editing of this material into this
document,
At each stage, and particularly in the creation of the Contract
example by Jose Ricardo Bueno, this task requires insight and an
ability to balance and combine suggested changes into a result that
can find consensus amongst those involved, and the efforts
involved are much appreciated.

About TeleManagement
Forum
TeleManagement Forum is an international consortium of

communications service providers and their suppliers. Its mission is
to help service providers and network operators automate their
business processes in a cost- and time-effective way. Specifically,
the work of the TM Forum includes:
¾ Establishing operational guidance on the shape of
business processes.
¾ Agreeing on information that needs to flow from one
process activity to another.
¾ Identifying a realistic systems environment to support the
interconnection of operational support systems.
¾ Enabling the development of a market and real products for
integrating and automating telecom operations processes.
The members of TM Forum include service providers, network
operators and suppliers of equipment and software to the
communications industry. With that combination of buyers and
suppliers of operational support systems, TM Forum is able to
achieve results in a pragmatic way that leads to product offerings
(from member companies) as well as paper specifications.

NGOSS Contract Examples - GB921N - R5-0 - v0-5!1!2005

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Examples of the NGOSS Lifecycle and Methodology for

Version 0.5.1 April 2005

 TeleManagement Forum 2005

No recipient of this document shall in any way interpret this

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GB921-N Release 5.0, Version 0.5.1 TeleManagement Forum 2005 Page 3 of 30

GB921-N Release 5.0, Version 0.5.1 TeleManagement Forum 2005 Page 4 of 30

Table of Figures and Tables

Table 1: eTOM Processes x SID ABEs Mappings for Fulfillment Information

Figure 1: Process Flow Customer Complaint and Problem Report ................................................. 11

Figure 2: Process Flow Problem Report Interaction ......................................................................... 13

Figure 3: Fulfillment Information Handling Use Cases ..................................................................... 19

Figure 4: Customer Order & Service Order Handling Activities....................................................... 20

Figure 5: Customer Order & Service Order Lifecycle Status............................................................ 21

Figure 6 : Customer Order & Service Order Sequence Diagram...................................................... 22

Figure 7: CRM Fulfillment Process Flows .......................................................................................... 25

Figure 8: CRM and SM&O Fulfillment Process Flows ....................................................................... 26

GB921-N Release 5.0, Version 0.5.1 TeleManagement Forum 2005 Page 5 of 30

This document provides illustrative examples of an NGOSS

This document should be read in conjunction with the range of

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CRM-SM&O Customer Problem Handling

The CRM-SM&O Customer Problem Handling Contract has been

Simple Contract Example – CRM-SM&O Customer Problem

Contract Defining Organization

This examines a very limited real-life Use Case example to

The business context chosen assumes two enterprise entities

GB921-N Release 5.0, Version 0.5.1 TeleManagement Forum 2005 Page 7 of 30

This version addresses the Business View only. It is hoped that

NGOSS Lifecycle and Methodology, Business View, Contract,

Business View – Functional

Associated Business Processes

The directly-interacting processes in eTOM for this Contract, at

Associated Business Policies

No specific policies are identified as relevant. It is assumed that

This Contract defines interaction between Customer Relationship

GB921-N Release 5.0, Version 0.5.1 TeleManagement Forum 2005 Page 8 of 30

See under Business Artifacts.

Successful (see under Business Artifacts)

See under Business Artifacts.

Product End User/Customer, Service Operator/ProviderTo be

None identified. Note that whether this Contract is used internally,

The scope of this Contract is used to progress handling of a

Business View – Non-

GB921-N Release 5.0, Version 0.5.1 TeleManagement Forum 2005 Page 9 of 30

Business View – Management

• Raise Problem/Problem Report

Responsible Management Roles

Associated Management Processes

The co-ordinating management process in eTOM for this Contract,

Associated Management Policies

Management Security Policies

Business View – Business

Use Case Diagrams

May be included in a later version, if these prove necessary.

May be included in a later version, if these prove necessary.

GB921-N Release 5.0, Version 0.5.1 TeleManagement Forum 2005 Page 10 of 30

May be included in a later version, if these prove necessary.

Business Artifacts – SID Business Model

The Contract directly employs the Customer Problem ABE from

Business Artifacts – eTOM Mapping

The Contract covers receipt of a customer service complaint and