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AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

BUSINESS PROCESS FRAMEWORK (eTOM)

RELEASE 8

STRATEGY, INFRASTRUCTURE & PRODUCT OPERATIONS

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

MARKETING FULFILLMENT RESPONSE CUSTOMER INTERFACE MANAGEMENT BILL INVOICE MANAGEMENT

MARKET STRATEGY & POLICY PRODUCT & OFFER CAPABILITY DELIVERY PRODUCT & OFFER DEVELOPMENT & RETIREMENT CRM SUPPORT & READINESS
• Issue & Distribute • Manage Contact • Analyze & Report on Customer • Apply Pricing, Discounting, Adjustments & Rebates
• Define Product Capability Requirements • Support Customer Interface Management
MARKETING & OFFER MANAGEMENT

CUSTOMER RELATIONSHIP MANAGEMENT

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

SERVICE PROBLEM MANAGEMENT

SERVICE STRATEGY & PLANNING SERVICE CAPABILITY DELIVERY SERVICE DEVELOPMENT & RETIREMENT SM&O SUPPORT & READINESS SERVICE CONFIGURATION & ACTIVATION SERVICE GUIDING & MEDIATION
SERVICE DEVELOPMENT

SERVICE MANAGEMENT
& OPERATIONS
& MANAGEMENT

• Create Service Trouble Report

• 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
• 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

OPERATIONS (Application, Computing and Network)

RESOURCE MANAGEMENT &
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
• Issue Resource Orders • Monitor Rsrc Perf • Create Rsrc Perf
• Gain Enterprise Commitment to Resource Plans • Manage Handover to Resource Operations • Manage Resource Exit
MANAGE WORKFORCE
• Recover Resource • Analyze Rsrc Perf Degradation Rprt
• 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
SUPPLY CHAIN DEVELOPMENT

SUPPLIER/PARTNER
RELATIONSHIP MANAGEMENT
& 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
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 Problem Report 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 PROGRAM & PROJECT KNOWLEDGE TECHNOLOGY
MANAGEMENT MANAGEMENT ENTERPRISE QUALITY RESEARCH
BUSINESS PLANNING DEVELOPMENT ARCHITECTURE AND SUPPORT MANAGEMENT MANAGEMENT SCANNING
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

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

FINANCIAL ASSET PROCUREMENT CORPORATE

LEGAL REGULATORY
MANAGEMENT MANAGEMENT MANAGEMENT COMMUNICATIONS & ITIL CAPACITY ITIL REQUEST ITIL AVAILABILITY HR POLICIES & ORGANIZATION WORKFORCE STRATEGY
MANAGEMENT MANAGEMENT
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 v8. The complete eTOM documentation is available at www.tmforum.org. An electronic copy is available at http://www.amdocs.com/public/etom8.pdf | eTOM 8 Poster design © Amdocs. eTOM content © TM Forum 2009