gb921d l3 process decompositions r15.5.0
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Frameworx Standard
Business Process
Framework (eTOM)
Process Decompositions and Descriptions
Business Process FrameworkGB921 Addendum DRelease 15.5.0November 2015
Latest Update: Frameworx Release 15.5 Member Evaluation
Version 15.5.1 IPR Mode: R!"
© TM Forum 2015. All Rights Reserved.
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Noice
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!able o" #onensTABLE OF CONTENTS..........................................................................................3
LIST OF FIG!ES.............................................................................................."#
P!EFACE.........................................................................................................."$
INT!O%CTION................................................................................................"&
PROC!! A!!OC"AT"O#! A#$ "$!.........................................................................."&
P!OCESS %ECOMPOSITIONS ' %ESC!IPTIONS..................................................."
1.1. MAR%T&!A'! MA#A(M#T $OMA"#................................................................................2)
Market Strategy & Policy................................................................................................27
Sales Strategy & Planning..............................................................................................27
Sales Forecasting...........................................................................................................28
Sales Development........................................................................................................28
Market Sales Support & Readiness.................................................................................29
Sales !annel Management..........................................................................................."#Selling............................................................................................................................ "$
Marketing Ful%llment Response....................................................................................."2
ontact'eadProspect Management............................................................................."2
Market Per(ormance Management.................................................................................""
Sales Per(ormance Management....................................................................................""
Marketing ommunications............................................................................................""
Marketing ampaign Management................................................................................")
*rand Management........................................................................................................"+
Market Researc!............................................................................................................ ",
-dvertising.....................................................................................................................",
1.1.1 MAR%T ! TRAT(* + PO'"C*...........................................................................................,-
Market Strategy & Policy................................................................................................"8at!er & -naly/e Market 0n(ormation............................................................................"9
1stalis! Market Strategy.............................................................................................."9
1stalis! Market Segments............................................................................................)#
'ink Market Segments & Products................................................................................. )#
ain ommitment to Marketing Strategy.......................................................................)$
1.1.2 !A'! ! TRAT(* + P'A##"#(.........................................................................................1
Sales Strategy & Planning..............................................................................................)2
Develop Sales Relations!ip............................................................................................ )2
1stalis! Sales *udget...................................................................................................)"
1stalis! Sales oals and Measures...............................................................................)"
Develop Sales !annel Strategy....................................................................................))
1stalis! Revenue overage Plan..................................................................................)+
1.1., !A'! FORCA!T"#(....................................................................................................../
Sales Forecasting...........................................................................................................),
Set Sales Forecast oal..................................................................................................),
at!er Forecast Data.....................................................................................................)7
Develop Sales Forecast..................................................................................................)7
Distriute Sales Forecast...............................................................................................)8
1valuate Sales Forecast 3utcomes................................................................................ )8
1.1.5 !A'! $'OPM#T.....................................................................................................9
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Sales Development........................................................................................................)9
Monitor Sales & !annel *est Practice...........................................................................+#
Develop Sales & !annel Proposals...............................................................................+#
Develop 4e5 Sales !annels & Processes.....................................................................+$
1.1.) MAR%T !A'! !PPORT + RA$"#!!.............................................................................52
Market Sales Support & Readiness.................................................................................+2
Support Selling...............................................................................................................+"Manage Sales 0nventory.................................................................................................+)
1.1.9 !''"#(...................................................................................................................... 5/
Selling............................................................................................................................ +,
6uali(y 3pportunity........................................................................................................+,
4egotiate Salesontract............................................................................................... +7
rossp Selling............................................................................................................. +8
Develop Sales Proposal..................................................................................................+9
Manage Sales -ccounts.................................................................................................,#
-cuire ustomer Data..................................................................................................,#
1.1.10 MAR%T"#( F'F"''M#T R!PO#!.............................................................................../1
Marketing Ful%llment Response.....................................................................................,$
1.1.11 CO#TACT&'A$&PRO!PCT MA#A(M#T........................................................................./2ontact'eadProspect Management.............................................................................,2
Manage ontact.............................................................................................................,"
rack 'ead......................................................................................................................,"
Manage Prospect........................................................................................................... ,)
1.1.12 MAR%T PRFORMA#C MA#A(M#T #OT F''* $'OP$3........................................../5
!ild process :is; to e determined...............................................................................,+
Market Per(ormance Management.................................................................................,,
1.1.1, !A'! PRFORMA#C MA#A(M#T...............................................................................//
Sales Per(ormance Management....................................................................................,,
Set Sales Per(ormance oals.........................................................................................,7
rackMonitor Sales Per(ormance...................................................................................,7
-naly/e Sales Per(ormance............................................................................................,8Report 3n Sales Per(ormance........................................................................................,8
0mprove Sales Per(ormance........................................................................................... ,9
1.1.1 MAR%T"#( COMM#"CAT"O#!.......................................................................................)0
Marketing ommunications............................................................................................7#
De%ne Marketing ommunications Strategy..................................................................7#
1nsure Marketing ommunication apaility.................................................................7$
Develop Marketing ommunication...............................................................................7$
Deliver Marketing ommunication ollateral.................................................................72
Monitor Marketing ommunication 1
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1nd Marketing ampaign...............................................................................................79
ndertake Marketing ampaigns rend -nalysis...........................................................8#
1.2. PRO$CT MA#A(M#T $OMA"#.......................................................................................-1
Product & 3
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1.,. C!TOMR MA#A(M#T $OMA"#...................................................................................111
ustomer Support & Readiness...................................................................................$$2
3rder =andling.............................................................................................................$$2
ustomer Management................................................................................................$$"
ustomer 0nteraction Management..............................................................................$$)
ustomer 0n(ormation Management.............................................................................$$+
Prolem =andling.........................................................................................................$$+ustomer 6oSS'- Management.................................................................................$$,
*ill 0nvoice Management..............................................................................................$$7
*ill Payments & Receivales Management...................................................................$$8
*ill 0nuiry =andling.....................................................................................................$$8
Manage *illing 1vents..................................................................................................$$9
!arging...................................................................................................................... $2#
Manage *alances......................................................................................................... $2$
1.,.1 C!TOMR !PPORT + RA$"#!!.................................................................................121
ustomer Support & Readiness...................................................................................$2$
Support ustomer 0nter(ace Management...................................................................$22
Support 3rder =andling............................................................................................... $2"
Support Prolem =andling...........................................................................................$2+Support Retention & 'oyalty........................................................................................$2,
Manage ustomer 0nventory........................................................................................$2,
Support *ill 0nvoice Management.................................................................................$27
Support *ill Payments & Receivales Management.....................................................$28
Support *ill 0nuiry =andling........................................................................................$29
Support !arging......................................................................................................... $29
Support Manage *illing 1vents.....................................................................................$"#
Support Manage *alance............................................................................................. $"$
1.,.2 C!TOMR PR"#C MA#A(M#T............................................................................1,2
ustomer 1>perience Management.............................................................................$"2
ustomer 1>perience Maturity -ssessment.................................................................$"2
ustomer 1>perience ?ourney Design & 'i(ecycle........................................................$""ustomer 1>perience Metrics -nalysis.........................................................................$""
1.,., OR$R 6A#$'"#(....................................................................................................... 1,
3rder =andling.............................................................................................................$")
Determine ustomer 3rder Feasiility.........................................................................$"+
-ut!ori/e redit...........................................................................................................$",
rack & Manage ustomer 3rder =andling..................................................................$",
omplete ustomer 3rder...........................................................................................$"7
0ssue ustomer 3rders.................................................................................................$"8
Report ustomer 3rder =andling.................................................................................$"9
lose ustomer 3rder..................................................................................................$"9
1.,. C!TOMR MA#A(M#T............................................................................................. 10
ustomer Management................................................................................................$)#
1nale Retention & 'oyalty..........................................................................................$)$
1stalis! ustomer Relations!ip..................................................................................$)$
Re@estalis! ustomer Relations!ip.............................................................................$)2
erminate ustomer Relations!ip................................................................................ $)"
1.,.5 C!TOMR "#TRACT"O# MA#A(M#T...........................................................................1
ustomer 0nteraction Management..............................................................................$))
reate ustomer 0nteraction........................................................................................$)+
pdate ustomer 0nteraction.......................................................................................$)+
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lose ustomer 0nteraction..........................................................................................$),
'og ustomer 0nteraction.............................................................................................$),
4oti(y ustomer...........................................................................................................$),
rack and Manage ustomer 0nteraction......................................................................$)7
Report ustomer interaction........................................................................................$)8
-ut!enticate ser........................................................................................................$)8
ustomer 0nter(ace Management.................................................................................$)91.,./ C!TOMR "#FORMAT"O# MA#A(M#T..........................................................................19
ustomer 0n(ormation Management.............................................................................$)9
reate ustomer Record..............................................................................................$+#
pdate ustomer Data.................................................................................................$+$
4oti(y ustomer Data !ange......................................................................................$+$
-rc!ive ustomer Data................................................................................................ $+2
*uild a uni%ed customer vie5......................................................................................$+2
1.,.) PRO4'M 6A#$'"#(....................................................................................................15,
Prolem =andling.........................................................................................................$+"
0solate ustomer Prolem............................................................................................$+)
Report ustomer Prolem............................................................................................ $+)
rack & Manage ustomer Prolem.............................................................................$++lose ustomer Prolem Report..................................................................................$+,
reate ustomer Prolem Report................................................................................ $+7
orrect & Recover ustomer Prolem..........................................................................$+7
1.,.- C!TOMR 7O!&!'A MA#A(M#T...............................................................................15-
ustomer 6oSS'- Management.................................................................................$+9
-ssess ustomer 6oSS'- Per(ormance......................................................................$+9
Manage 6oSS'- Aiolation...........................................................................................$,#
Report ustomer 6oS Per(ormance............................................................................. $,$
reate ustomer 6oS Per(ormance Degradation Report..............................................$,$
rack & Manage ustomer 6oS Per(ormance Resolution.............................................$,2
lose ustomer 6oS Per(ormance Degradation Report................................................$,"
1.,.9 4"'' "#O"C MA#A(M#T...........................................................................................1/*ill 0nvoice Management..............................................................................................$,)
-pply PricingB DiscountingB -dCustments & Reates.....................................................$,+
reate ustomer *ill 0nvoice........................................................................................$,,
Produce & Distriute *ill.............................................................................................. $,,
1.,.10 4"'' PA*M#T! + RC"A4'! MA#A(M#T................................................................1/-
*ill Payments & Receivales Management...................................................................$,8
Manage ustomer *illing.............................................................................................$,9
Manage ustomer Payments.......................................................................................$,9
Manage ustomer Det ollection...............................................................................$7#
1.,.11 4"'' "#7"R* 6A#$'"#(............................................................................................. 1)1
*ill 0nuiry =andling.....................................................................................................$72
reate ustomer *ill 0nuiry Report.............................................................................$72
-ssess ustomer *ill 0nuiry Report.............................................................................$7"
-ut!ori/e ustomer *ill 0nvoice -dCustment................................................................$7)
rack & Manage ustomer *ill 0nuiry Resolution........................................................$7+
Report ustomer *ill 0nuiry........................................................................................$7,
lose ustomer *ill 0nuiry Report...............................................................................$7,
1.,.12 MA#A( 4"''"#( #T!........................................................................................... 1))
Manage *illing 1vents..................................................................................................$77
1nric! *illing 1vents.....................................................................................................$78
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uide *illing 1vents..................................................................................................... $79
Mediate *illing 1vents..................................................................................................$79
Report *illing 1vent Records........................................................................................$8#
1.,.1, C6AR("#(...............................................................................................................1-0
!arging...................................................................................................................... $8$
Per(orm Rating.............................................................................................................$8$
-pply Rate 'evel Discounts..........................................................................................$82 -ggregate 0tems For !arging..................................................................................... $82
Manage ustomer !arging =ierarc!y.........................................................................$8"
Provide -dvice o( !argeRate.....................................................................................$8)
1.,.1 MA#A( 4A'A#C!...................................................................................................1-
Manage *alances......................................................................................................... $8)
Manage *alance ontainers.........................................................................................$8+
Manage *alance Policies..............................................................................................$8,
Manage *alance 3perations........................................................................................ $8,
-ut!ori/e ransaction *ased on *alance......................................................................$87
1.. !R"C MA#A(M#T $OMA"#.......................................................................................1--
Service Strategy & Planning.........................................................................................$88
Service apaility Delivery..........................................................................................$89Service Development & Retirement.............................................................................$89
SM&3 Support & Readiness.........................................................................................$9#
Service on%guration & -ctivation...............................................................................$9$
Service Prolem Management.....................................................................................$92
Service 6uality Management....................................................................................... $9"
Service uiding & Mediation........................................................................................$9"
1..1 !R"C ! TRAT(* + P'A##"#(....................................................................................19
Service Strategy & Planning.........................................................................................$9)
at!er & -naly/e Service 0n(ormation.........................................................................$9+
Manage Service Researc!............................................................................................ $9,
1stalis! Service Strategy & oals..............................................................................$9,
De%ne Service Support Strategies...............................................................................$97Produce Service *usiness Plans...................................................................................$98
Develop Service Partners!ip Reuirements.................................................................$99
ain 1nterprise ommitment to Service Strategies.....................................................$99
1..2 !R"C CAPA4"'"T* $'"R*....................................................................................... 200
Service apaility Delivery..........................................................................................2##
Map & -naly/e Service Reuirements..........................................................................2#$
apture Service apaility S!ort(alls...........................................................................2#$
ain Service apaility 0nvestment -pproval..............................................................2#2
Design Service apailities..........................................................................................2#"
1nale Service Support & 3perations..........................................................................2#"
Manage Service apaility Delivery.............................................................................2#)
Manage =andover to Service 3perations.....................................................................2#+
1.., !R"C $'OPM#T + RT"RM#T...........................................................................20/
Service Development & Retirement.............................................................................2#,
at!er & -naly/e 4e5 Service 0deas...........................................................................2#,
-ssess Per(ormance o( 1>isting Services.....................................................................2#7
Develop 4e5 Service *usiness Proposal......................................................................2#8
Develop Detailed Service Speci%cations......................................................................2#8
Manage Service Development.....................................................................................2#9
Manage Service Deployment.......................................................................................2$#
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Manage Service 1>it.....................................................................................................2$#
1.. !M+O !PPORT + RA$"#!!......................................................................................211
SM&3 Support & Readiness.........................................................................................2$$
Manage Service 0nventory............................................................................................2$2
1nale Service on%guration & -ctivation...................................................................2$"
Support Service Prolem Management........................................................................ 2$+
1nale Service 6uality Management............................................................................2$,Support Service & Speci%c 0nstance Rating..................................................................2$7
1..5 !R"C CO#F"(RAT"O# + ACT"AT"O#..........................................................................21-
Service on%guration & -ctivation...............................................................................2$8
Design Solution............................................................................................................ 2$9
-llocate Speci%c Service Parameters to Services.........................................................22#
rack & Manage Service Provisioning...........................................................................22$
0mplementB on%gure & -ctivate Service....................................................................222
est Service 1nd@to@1nd...............................................................................................22"
0ssue Service 3rders....................................................................................................22"
Report Service Provisioning......................................................................................... 22)
lose Service 3rder.....................................................................................................22+
Recover Service...........................................................................................................22+1../ !R"C PRO4'M MA#A(M#T...................................................................................22/
Service Prolem Management.....................................................................................227
reate Service roule Report.....................................................................................227
Diagnose Service Prolem........................................................................................... 228
orrect & Resolve Service Prolem..............................................................................229
rack & Manage Service Prolem.................................................................................2"#
Report Service Prolem................................................................................................2"$
lose Service roule Report....................................................................................... 2"2
Survey & -naly/e Service Prolem..............................................................................2"2
1..) !R"C 7A'"T* MA#A(M#T.....................................................................................2,
Service 6uality Management....................................................................................... 2")
Monitor Service 6uality................................................................................................2"+ -naly/e Service 6uality............................................................................................... 2",
0mprove Service 6uality...............................................................................................2"7
Report Service 6uality Per(ormance............................................................................2"7
reate Service Per(ormance Degradation Report.........................................................2"8
rack & Manage Service 6uality Per(ormance Resolution............................................2"9
lose Service Per(ormance Degradation Report...........................................................2)#
1..- !R"C ("$"#( + M$"AT"O#.....................................................................................21
Service uiding & Mediation........................................................................................2)$
Mediate Service sage Records...................................................................................2)2
Report Service sage Records..................................................................................... 2)2
uide Resource sage Records...................................................................................2)"
1.5. R!ORC MA#A(M#T $OMA"#....................................................................................2,
Resource Strategy & Planning......................................................................................2))
Resource apaility Delivery.......................................................................................2)+
Resource Development & Retirement..........................................................................2),
RM&3 Support & Readiness.........................................................................................2),
ork(orce Management...............................................................................................2)7
Resource Provisioning..................................................................................................2)9
Resource Data ollection & Distriution......................................................................2+#
Resource roule Management....................................................................................2+$
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Resource Per(ormance Management...........................................................................2+2
Resource Mediation & Reporting..................................................................................2+2
1.5.1 R!ORC ! TRAT(* + P'A##"#(.................................................................................25,
Resource Strategy & Planning......................................................................................2+"
at!er & -naly/e Resource 0n(ormation......................................................................2+)
Manage Resource Researc!.........................................................................................2++
1stalis! Resource Strategy & -rc!itecture.................................................................2+,De%ne Resource Support Strategies............................................................................2+7
Produce Resource *usiness Plans................................................................................ 2+7
Develop Resource Partners!ip Reuirements..............................................................2+8
ain 1nterprise ommitment to Resource Plans..........................................................2+9
Resource Mediation & Reporting..................................................................................2+9
1.5.2 R!ORC CAPA4"'"T* $'"R*....................................................................................2/0
Resource apaility Delivery.......................................................................................2,#
Map & -naly/e Resource Reuirements.......................................................................2,$
apture Resource apaility S!ort(alls........................................................................2,2
ain Resource apaility 0nvestment -pproval...........................................................2,2
Design Resource apailities.......................................................................................2,"
1nale Resource Support & 3perations.......................................................................2,)Manage Resource apaility Delivery..........................................................................2,+
Manage =andover to Resource 3perations..................................................................2,+
1.5., R!ORC $'OPM#T + RT"RM#T........................................................................2//
Resource Development & Retirement..........................................................................2,,
at!er & -naly/e 4e5 Resource 0deas........................................................................2,7
-ssess Per(ormance o( 1>isting Resources.................................................................. 2,8
Develop 4e5 Resource *usiness Proposal...................................................................2,8
Develop Detailed Resource Speci%cations...................................................................2,9
Manage Resource Development..................................................................................27#
Manage Resource Deployment....................................................................................27#
Manage Resource 1>it..................................................................................................27$
1.5. RM+O !PPORT + RA$"#!!.....................................................................................2)2RM&3 Support & Readiness.........................................................................................272
1nale Resource Provisioning......................................................................................27"
1nale Resource Per(ormance Management................................................................27+
Support Resource roule Management......................................................................27,
1nale Resource Data ollection & Distriution...........................................................277
Manage Resource 0nventory.........................................................................................279
Manage 'ogistics......................................................................................................... 28#
1.5.5 8OR%FORC MA#A(M#T...........................................................................................2-1
ork(orce Management...............................................................................................282
Manage Sc!edules & -ppointments.............................................................................28"
Plan and Forecast ork(orce Management..................................................................28)
-dminister and on%gure ork(orce Management......................................................28)
Report ork(orce Management................................................................................... 28+
Manage ork 3rder 'i(ecycle...................................................................................... 28,
1.5./ R!ORC PRO"!"O#"#(.............................................................................................2-)
Resource Provisioning..................................................................................................287
-llocate & 0nstall Resource...........................................................................................288
on%gure & -ctivate Resource.................................................................................... 29#
est Resource...............................................................................................................29#
rack & Manage Resource Provisioning........................................................................29$
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Report Resource Provisioning...................................................................................... 292
lose Resource 3rder..................................................................................................292
0ssue Resource 3rders................................................................................................. 29"
Recover Resource........................................................................................................29)
1.5.) R!ORC $ATA CO''CT"O# + $"!TR"4T"O#.................................................................295
Resource Data ollection & Distriution......................................................................29+
ollect Management and Security 0n(ormation & Data................................................29,Process Management and Security 0n(ormation & Data...............................................29,
Distriute Management and Security 0n(ormation & Data............................................297
-udit Management and Security Data ollection & Distriution..................................298
1.5.- R!ORC TRO4' MA#A(M#T................................................................................299
Resource roule Management....................................................................................299
Survey & -naly/e Resource roule............................................................................."##
'ocali/e Resource roule............................................................................................"#2
orrect & Resolve Resource roule............................................................................"#2
rack & Manage Resource roule..............................................................................."#"
Report Resource roule.............................................................................................."#)
lose Resource roule Report...................................................................................."#+
reate Resource roule Report.................................................................................."#+1.5.9 R!ORC PRFORMA#C MA#A(M#T.........................................................................,0)
Resource Per(ormance Management..........................................................................."#7
Monitor Resource Per(ormance.................................................................................... "#8
-naly/e Resource Per(ormance...................................................................................."#9
ontrol Resource Per(ormance....................................................................................."$#
Report Resource Per(ormance....................................................................................."$#
reate Resource Per(ormance Degradation Report......................................................"$$
rack & Manage Resource Per(ormance Resolution....................................................."$2
lose Resource Per(ormance Degradation Report........................................................"$"
1.5.10 R!ORC M$"AT"O# + RPORT"#(............................................................................,1
Resource Mediation & Reporting.................................................................................."$)
Mediate Resource sage Records................................................................................"$+Report Resource sage Records.................................................................................."$+
1./. #(A($ PART* $OMA"#...............................................................................................,1/
Party Strategy & Planning............................................................................................"$,
Party ender Management..........................................................................................."$,
Party Support & Readiness..........................................................................................."$7
Party Privacy Management.........................................................................................."$8
Party 3rder =andling..................................................................................................."$9
Party 0nteraction Management....................................................................................."2#
Party Prolem =andling............................................................................................... "2#
Party Per(ormance Management.................................................................................."2$
Party Settlements & Payments Management..............................................................."22
Party *ill 0nuiry =andling............................................................................................"2"
1./.1 PART* ! TRAT(* + P'A##"#( #OT F''* $'OP$3.....................................................,2
!ild process:es; to e determined............................................................................."2)
Party Strategy & Planning............................................................................................"2+
1./.2 PART* T#$R MA#A(M#T........................................................................................,2/
Party ender Management..........................................................................................."2,
Determine t!e Sourcing Reuirements........................................................................"27
Determine Potential Parties........................................................................................."27
Manage t!e ender Process........................................................................................."28
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Addendum D – Process Decompositions and DescriptionsBusiness Process Framework (eTOM) R15.5.
ain ender Decision -pproval...................................................................................."29
1./., PART* R'AT"O#!6"P $'OPM#T + RT"RM#T..........................................................,,0
Party Relations!ip Development & Retirement............................................................""#
Party Relations!ip Management..................................................................................""$
Party Demograp!ic ollection......................................................................................""$
Party Pro%ling...............................................................................................................""2
1./. PART* OFFR"#( $'OPM#T + RT"RM#T................................................................,,,Party 3ternal Party (or Party 3rder..........................................................................."+"
Determine Party Pre@3rder Feasiility.........................................................................."+)
rack & Manage Party 3rders......................................................................................."++
Receive & -ccept Party 3rder......................................................................................"+,
0ssue Party 3rder........................................................................................................."+,
Report Party 3rders....................................................................................................."+7
lose Party 3rder........................................................................................................."+8
1./.9 PART* "#TRACT"O# MA#A(M#T.................................................................................,59
Party 0nteraction Management....................................................................................."+9
'og Party 0nteraction....................................................................................................",#
4oti(y Party.................................................................................................................. ",#
rack and Manage Party 0nteraction.............................................................................",$
=andle Party 0nteraction :0ncluding Sel( Service;.........................................................",$
-naly/e & Report Party 0nteractions............................................................................",2
Mediate & 3rc!estrate Party 0nteractions....................................................................",2
1./.10 PART* PRO4'M 6A#$'"#(.........................................................................................,/,
Party Prolem =andling............................................................................................... ","
0nitiate Party Prolem..................................................................................................",)
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Receive Party Prolem................................................................................................. ",+
rack & Manage Party Prolem Resolution...................................................................",+
Report Party Prolem Resolution.................................................................................",,
lose Party Prolem.....................................................................................................",,
1./.11 PART* PRFORMA#C MA#A(M#T.............................................................................,/)
Party Per(ormance Management..................................................................................",7
Monitor & ontrol Party Per(ormance...........................................................................",8rack & Manage Party Per(ormance Resolution............................................................",9
Report Party Per(ormance............................................................................................",9
lose Party Per(ormance Degradation Report.............................................................."7#
0nitiate Party Per(ormance Degradation Report............................................................"7$
1./.12 PART* !TT'M#T! + PA*M#T! MA#A(M#T #OT F''* $'OP$3..........................,)2
!ild process:es; to e determined............................................................................."72
Party Settlements & Payments Management..............................................................."7"
1./.1, PART* 4"'' "#7"R* 6A#$'"#(....................................................................................,)
Party *ill 0nuiry =andling............................................................................................"7)
Prepare & Sumit Party *ill 0nuiry.............................................................................."7+
rack & Manage Party *ill 0nuiry Resolution..............................................................."7+
Receive & Process Party *ill 0nuiry 4oti%cations and Responses................................"7,1.). #TRPR"! $OMA"#......................................................................................................,))
Strategic & 1nterprise Planning................................................................................... "77
1nterprise Risk Management......................................................................................."78
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o@ordinate 1nterprise -rc!itecture.............................................................................)#2
Manage 1nterprise -rc!itecture oolsets and -ssociated Standards...........................)#2
Manage & -dminister -rc!itecture Repositories..........................................................)#"
Manage -rc!itecture Skillsets......................................................................................)#"
Provide Re(erence Source (or Standard 3perating 1nvironment..................................)#)
o@ordinate -rc!itecture Revie5..................................................................................)#)
1.).1. (ROP #TRPR"! MA#A(M#T..............................................................................05roup 1nterprise Management....................................................................................)#+
Plan & 0mplement ross@*usiness nit 3peration........................................................)#+
=armoni/e Processes & ommunication Systems across *usiness nits.....................)#,
Manage Funding & ross@Susidies across *usiness nits...........................................)#,
Manage 0nvestment (or *usiness Development...........................................................)#7
o@ordinate *usiness -ctivities.................................................................................... )#7
1.).2 #TRPR"! R"!% MA#A(M#T.....................................................................................0-
1nterprise Risk Management.......................................................................................)#8
*usiness ontinuity Management................................................................................)#9
Security Management..................................................................................................)$#
Fraud Management...................................................................................................... )$2
-udit Management.......................................................................................................)$"0nsurance Management................................................................................................)$"
Revenue -ssurance Management................................................................................)$)
0ntegrity Management..................................................................................................)$+
00' 0 Service ontinuity Management........................................................................)$,
00' 0n(ormation Security Management........................................................................)$7
00' Prolem Management........................................................................................... )$9
1.).2.1 4!"#!! CO#T"#"T* MA#A(M#T...........................................................................25
*usiness ontinuity Management................................................................................)2+
o@ordinate *usiness ontinuity..................................................................................)2,
Plan *usiness ontinuity..............................................................................................)2,
Plan 0n(rastructure Recovery........................................................................................)27
Plan Serious 0ncident Management..............................................................................)27Manage *usiness ontinuity Met!odologies................................................................)28
1.).2.2 !CR"T* MA#A(M#T............................................................................................29
Security Management..................................................................................................)29
Manage Proactive Security Management.....................................................................)"#
Monitor 0ndustry rends (or Security Management.......................................................)"$
De%ne Security Management Policies & Procedures....................................................)"$
-ssist 5it! Security Management Deployment............................................................)"2
Manage Reactive Security Management......................................................................)"2
Detect Potential Security !reats & Aiolations.............................................................)""
0nvestigate Potential Security !reats & Aiolations......................................................)""
De%ne Security Management Prevention.....................................................................)")
De%ne Monitoring to Facilitate Security Management..................................................)")
De%ne Security Management -nalysis.........................................................................)"+
De%ne Security Management policies & procedures to (acilitate detection incidents. .)"+
De%ne 0ncident Management policies and procedures.................................................)",
1.).2., FRA$ MA#A(M#T................................................................................................,)
Fraud Management...................................................................................................... )"7
Fraud Policy Management............................................................................................)"8
Fraud 3perations Support............................................................................................)"8
Fraud 3perations Management....................................................................................)"9
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1.).2. A$"T MA#A(M#T.................................................................................................0
-udit Management.......................................................................................................))#
De%ne -udit Policy.......................................................................................................))$
De%ne -udit Mec!anism.............................................................................................. ))$
-ssess 3perational -ctivities.......................................................................................))2
1valuate 3perational -ctivities....................................................................................))2
Report -udits...............................................................................................................))2 -pply -udit Mec!anisms Proactively............................................................................))"
1.).2.5 "#!RA#C MA#A(M#T..........................................................................................
0nsurance Management................................................................................................)))
0denti(y 0nsurale Risks................................................................................................ )))
-naly/e 0nsurance ost*ene%ts..................................................................................))+
Provide 0nsurance -dvice.............................................................................................))+
Manage 0nsurance Port(olio..........................................................................................)),
1.).2./ R# A!!RA#C MA#A(M#T............................................................................)
Revenue -ssurance Management................................................................................))7
Manage Revenue -ssurance Policy Frame5ork............................................................))8
Manage Revenue -ssurance 3perations......................................................................))9
Support Revenue -ssurance 3perations......................................................................)+#1.)., #TRPR"! FFCT"#!! MA#A(M#T......................................................................51
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Metric Management..................................................................................................... )9$
1.). % #O8'$( + R!ARC6 MA#A(M#T.........................................................................92
Eno5ledge & Researc! Management...........................................................................)92
Eno5ledge Management..............................................................................................)92
Researc! Management................................................................................................ )9"
ec!nology Scanning...................................................................................................)9)
1.)..2 R!ARC6 MA#A(M#T...........................................................................................95Researc! Management................................................................................................ )9+
1valuate R&D *usiness Aalue......................................................................................)9+
Manage R&D 0nvestment.............................................................................................)9,
Manage R&D Program -ctivities..................................................................................)9,
1.).., TC6#O'O(* !CA##"#(............................................................................................9)
ec!nology Scanning...................................................................................................)97
1valuate 1>ternal ec!nology......................................................................................)98
Determine *usiness Aalue o( Potential ec!nology......................................................)98
-ssess ec!nology -cuisition.....................................................................................)99
1.).5 F"#A#C"A' + A!!T MA#A(M#T.................................................................................500
Financial & -sset Management....................................................................................+##
Financial Management.................................................................................................+#$ -sset Management...................................................................................................... +#$
Procurement Management...........................................................................................+#2
1.).5., PROCRM#T MA#A(M#T.....................................................................................50,
Procurement Management...........................................................................................+#"
Manage orporate Procurement & 'ogistics Policies....................................................+#"
De%ne are!ousing Policies........................................................................................ +#)
Develop 'ogisticsransport Policies............................................................................+#)
Develop Stock0nventory Management Policies............................................................+#+
Manage oods -cceptance & =andling........................................................................+#+
1.)./ ! TA%6O'$R + TR#A' R'AT"O#! MA#A(M#T........................................................50/
Stake!older & 1>ternal Relations Management...........................................................+#,
orporate ommunications & 0mage Management......................................................+#7ommunity Relations Management.............................................................................+#7
S!are!older Relations Management............................................................................+#8
Regulatory Management..............................................................................................+#9
'egal Management...................................................................................................... +#9
*oard & S!aresSecurities Management......................................................................+$#
1.)./.1 CORPORAT COMM#"CAT"O#! + "MA( MA#A(M#T....................................................511
orporate ommunications & 0mage Management......................................................+$$
Promote Desired orporate 0mage...............................................................................+$2
Manage Spokespeople.................................................................................................+$2
Manage Messaging...................................................................................................... +$"
1.)./.2 COMM#"T* R'AT"O#! MA#A(M#T.........................................................................51,
ommunity Relations Management.............................................................................+$"
1nsure ommunity Aisiility........................................................................................ +$)
ommunicate ommunity Messaging..........................................................................+$+
=andle ommunity ontacts........................................................................................+$+
1.)./., !6AR6O'$R R'AT"O#! MA#A(M#T......................................................................51/
S!are!older Relations Management............................................................................+$,
Manage S!are!older Relations.....................................................................................+$7
Manage 1mployee S!are Plans....................................................................................+$7
1.)./. R('ATOR* MA#A(M#T........................................................................................51-
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Regulatory Management..............................................................................................+$8
1nsure Regulatory ompliance....................................................................................+$9
=andle Pending Regulations........................................................................................+$9
File ari
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1mployee & 'aor Relations Management...................................................................+)2
Manage 1mployee Relations........................................................................................+)"
Manage 'aor Relations...............................................................................................+)"
1.).- COMMO# #TRPR"! PROC!!!..................................................................................55
ommon 1nterprise Processes.....................................................................................+)+
Data -nalytics.............................................................................................................. +),
1.).-.1 $ATA A#A'*T"C!......................................................................................................5)Data -nalytics.............................................................................................................. +)7
Data 0ngestion..............................................................................................................+)8
Data Management.......................................................................................................+)8
Data -nalysis............................................................................................................... +)9
-nalytics onsumer & Distriution Management.........................................................+)9
Data overnance......................................................................................................... ++#
1.-. COMMO# PROC!! PATTR#! $OMA"#..............................................................................551
ataloging....................................................................................................................++$
apacity Management.................................................................................................++2
1.-.1 CATA'O("#(...............................................................................................................55,
ataloging....................................................................................................................++"
Develop atalog Speci%cation.....................................................................................++)Develop atalog...........................................................................................................++)
1>c!ange atalog........................................................................................................ +++
1.-.2 CAPAC"T* MA#A(M#T...............................................................................................55/
apacity Management.................................................................................................++,
De%ne apacity ime Period........................................................................................++,
Speci(y -vailale apacity...........................................................................................++7
apture apacity Demand...........................................................................................++8
onsume -vailale apacity........................................................................................++8
Monitor apacity.......................................................................................................... ++9
-dCust apacity............................................................................................................++9
Per(orm apacity and apacity Demand rend -nalysis..............................................+,#
IN%E............................................................................................................*&+
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$is o" Fi%ures
Fi%ure 1 1.1. &arke'(ales &ana%emen Domain decom)osiion.....................................................
Fi%ure 1 1.1.1 &arke (rae%* + Polic* decom)osiion....................................................................
Fi%ure 1 1.1.2 (ales (rae%* + Plannin% decom)osiion..................................................................
Fi%ure 1 1.1., (ales Forecasin% decom)osiion................................................................................
Fi%ure 1 1.1.5 (ales Develo)men decom)osiion.............................................................................
Fi%ure 1 1.1.- &arke (ales (u))or + Readiness decom)osiion...................................................
Fi%ure 1 1.1.9 (ellin% decom)osiion...................................................................................................
Fi%ure 1 1.1.10 &arkein% Ful"illmen Res)onse decom)osiion......................................................
Fi%ure 1 1.1.11 #onac'$ead'Pros)ec &ana%emen decom)osiion..............................................
Fi%ure 1 1.1.12 &arke Per"ormance &ana%emen decom)osiion...................................................
Fi%ure 1 1.1.1, (ales Per"ormance &ana%emen decom)osiion.....................................................
Fi%ure 1 1.1.1 &arkein% #ommunicaions decom)osiion.............................................................
Fi%ure 1 1.1.15 &arkein% #am)ai%n &ana%emen decom)osiion..................................................
Fi%ure 1 1.2. Produc &ana%emen Domain decom)osiion..............................................................
Fi%ure 1 1.2.1 Produc + /""er Por"olio Plannin% decom)osiion....................................................
Fi%ure 1 1.2.2 Produc + /""er #a)abili* Deliver* decom)osiion..................................................
Fi%ure 1 1.2. Produc (u))or + Readiness decom)osiion...........................................................
Fi%ure 1 1.2.5 Produc #on"i%uraion &ana%emen decom)osiion.................................................
Fi%ure 1 1.2. Produc Per"ormance &ana%emen decom)osiion.................................................
Fi%ure 1 1.2.- Produc ()eci"icaion + /""erin% Develo)men + Reiremen decom)osiion
........................................................................................................................................................
Fi%ure 1 1.2. Produc #a)aci* &ana%emen decom)osiion........................................................
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Fi%ure 1 1.,. #usomer &ana%emen Domain decom)osiion.........................................................
Fi%ure 1 1.,.1 #usomer (u))or + Readiness decom)osiion......................................................
Fi%ure 1 1.,.2 #usomer 3)erience &ana%emen decom)osiion................................................
Fi%ure 1 1.,., /rder 4andlin% decom)osiion..................................................................................
Fi%ure 1 1.,. #usomer &ana%emen decom)osiion.....................................................................
Fi%ure 1 1.,.5 #usomer neracion &ana%emen decom)osiion.................................................
Fi%ure 1 1.,. #usomer n"ormaion &ana%emen decom)osiion................................................
Fi%ure 1 1.,.- Problem 4andlin% decom)osiion..............................................................................
Fi%ure 1 1.,. #usomer 6o('($A &ana%emen decom)osiion....................................................
Fi%ure 1 1.,.9 Bill nvoice &ana%emen decom)osiion..................................................................
Fi%ure 1 1.,.10 Bill Pa*mens + Receivables &ana%emen decom)osiion..................................
Fi%ure 1 1.,.11 Bill n7uir* 4andlin% decom)osiion........................................................................
Fi%ure 1 1.,.12 &ana%e Billin% vens decom)osiion....................................................................
Fi%ure 1 1.,.1, #8ar%in% decom)osiion...........................................................................................
Fi%ure 1 1.,.1 &ana%e Balances decom)osiion............................................................................
Fi%ure 1 1.. (ervice &ana%emen Domain decom)osiion............................................................
Fi%ure 1 1..1 (ervice (rae%* + Plannin% decom)osiion............................................................
Fi%ure 1 1..2 (ervice #a)abili* Deliver* decom)osiion..............................................................
Fi%ure 1 1.., (ervice Develo)men + Reiremen decom)osiion.................................................
Fi%ure 1 1.. (&+/ (u))or + Readiness decom)osiion............................................................
Fi%ure 1 1..5 (ervice #on"i%uraion + Acivaion decom)osiion.................................................
Fi%ure 1 1.. (ervice Problem &ana%emen decom)osiion.........................................................
Fi%ure 1 1..- (ervice 6uali* &ana%emen decom)osiion...........................................................
Fi%ure 1 1.. (ervice Guidin% + &ediaion decom)osiion............................................................
Fi%ure 1 1.5. Resource &ana%emen Domain decom)osiion.........................................................
Fi%ure 1 1.5.1 Resource (rae%* + Plannin% decom)osiion.........................................................
Fi%ure 1 1.5.2 Resource #a)abili* Deliver* decom)osiion...........................................................
Fi%ure 1 1.5., Resource Develo)men + Reiremen decom)osiion.............................................
Fi%ure 1 1.5. R&+/ (u))or + Readiness decom)osiion............................................................
Fi%ure 1 1.5.5 ork"orce &ana%emen decom)osiion....................................................................
Fi%ure 1 1.5. Resource Provisionin% decom)osiion.....................................................................
Fi%ure 1 1.5.- Resource Daa #ollecion + Disribuion decom)osiion........................................
Fi%ure 1 1.5. Resource !rouble &ana%emen decom)osiion.......................................................
Fi%ure 1 1.5.9 Resource Per"ormance &ana%emen decom)osiion..............................................
Fi%ure 1 1.5.10 Resource &ediaion + Re)orin% decom)osiion...................................................
Fi%ure 1 1.. n%a%ed Par* Domain decom)osiion.......................................................................
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Fi%ure 1 1..1 Par* (rae%* + Plannin% decom)osiion................................................................
Fi%ure 1 1..2 Par* !ender &ana%emen decom)osiion................................................................
Fi%ure 1 1.., Par* Relaions8i) Develo)men + Reiremen decom)osiion..............................
Fi%ure 1 1.. Par* /""erin% Develo)men + Reiremen decom)osiion.....................................
Fi%ure 1 1..5 Par* A%reemen &ana%emen decom)osiion.........................................................
Fi%ure 1 1.. Par* (u))or + Readiness decom)osiion..............................................................
Fi%ure 1 1..- Par* Privac* &ana%emen decom)osiion...............................................................
Fi%ure 1 1.. Par* /rder 4andlin% decom)osiion........................................................................
Fi%ure 1 1..9 Par* neracion &ana%emen decom)osiion.........................................................
Fi%ure 1 1..10 Par* Problem 4andlin% decom)osiion..................................................................
Fi%ure 1 1..11 Par* Per"ormance &ana%emen decom)osiion....................................................
Fi%ure 1 1..12 Par* (elemens + Pa*mens &ana%emen decom)osiion...............................
Fi%ure 1 1..1, Par* Bill n7uir* 4andlin% decom)osiion.............................................................
Fi%ure 1 1.-. ner)rise Domain decom)osiion..............................................................................
Fi%ure 1 1.-.1 (rae%ic + ner)rise Plannin% decom)osiion......................................................
Fi%ure 1 1.-.1.1 (rae%ic Business Plannin% decom)osiion.........................................................
Fi%ure 1 1.-.1.2 Business Develo)men decom)osiion..................................................................
Fi%ure 1 1.-.1., ner)rise Arc8iecure &ana%emen decom)osiion...........................................
Fi%ure 1 1.-.1. Grou) ner)rise &ana%emen decom)osiion.....................................................
Fi%ure 1 1.-.2 ner)rise Risk &ana%emen decom)osiion...........................................................
Fi%ure 1 1.-.2.1 Business #oninui* &ana%emen decom)osiion................................................
Fi%ure 1 1.-.2.2 (ecuri* &ana%emen decom)osiion....................................................................
Fi%ure 1 1.-.2., Fraud &ana%emen decom)osiion........................................................................
Fi%ure 1 1.-.2. Audi &ana%emen decom)osiion.........................................................................
Fi%ure 1 1.-.2.5 nsurance &ana%emen decom)osiion.................................................................
Fi%ure 1 1.-.2. Revenue Assurance &ana%emen decom)osiion................................................
Fi%ure 1 1.-., ner)rise ""eciveness &ana%emen decom)osiion...........................................
Fi%ure 1 1.-.,.2 ner)rise 6uali* &ana%emen decom)osiion...................................................
Fi%ure 1 1.-.,., Pro%ram + Pro:ec &ana%emen decom)osiion...................................................
Fi%ure 1 1.-.,. ner)rise Per"ormance Assessmen decom)osiion...........................................
Fi%ure 1 1.-. ;nowled%e + Researc8 &ana%emen decom)osiion................................
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