GB929D Application Framework R17.5.1 PDF

Frameworx Standard
Application Framework
The Digital Services Systems Landscape
Application Framework Suite

GB929 Addendum D
Release 17.5.1
April 2018
Latest Update: Frameworx Release 17.5.1 TM Forum Approved

Suitable for Conformance
Version 17.5.2 IPR Mode: RAND
TM Forum 2018. All Rights Reserved

Application Framework R17.5
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Table of Contents
List of Figures............................................................................................................................................................... 19
Preface ........................................................................................................................................................................ 22
Application Associations and IDs .......................................................................................................................... 25
3. Market/Sales Management ................................................................................................................................... 26
Sales Aids ............................................................................................................................................................. 26
Compensation & Results....................................................................................................................................... 26
Channel Sales Management ................................................................................................................................. 27
Sales Portals ......................................................................................................................................................... 27
Contract Management .......................................................................................................................................... 27
Campaign & Funnel Management ........................................................................................................................ 28
Solution Management ........................................................................................................................................... 28
Sales Account Management ................................................................................................................................. 28
Sales & Marketing Reporting ................................................................................................................................ 28
3.2 Sales Aids........................................................................................................................................................... 30
Sales Aids ............................................................................................................................................................. 30
Sales Job Aids ...................................................................................................................................................... 30
Sales Product Support .......................................................................................................................................... 31
3.3 M/S Compensation & Results ............................................................................................................................. 32
Compensation & Results....................................................................................................................................... 32
Sales Compensation ............................................................................................................................................. 32
Compensation Results Reporting ......................................................................................................................... 33
3.4 M/S Channel Sales Management ....................................................................................................................... 34
Channel Sales Management ................................................................................................................................. 34
Direct Sales Force ................................................................................................................................................ 34
Telesales............................................................................................................................................................... 35
Retail Outlets ........................................................................................................................................................ 36
Dealers.................................................................................................................................................................. 37
Virtual Network Operators (Dealers) ..................................................................................................................... 38
Affiliates ................................................................................................................................................................ 39
3.7 M/S Sales Portals ............................................................................................................................................... 40
Sales Portals ......................................................................................................................................................... 40
Internal Sales Portals ............................................................................................................................................ 40
Indirect Sales Portals ............................................................................................................................................ 40
3.8 Contract Management ........................................................................................................................................ 42
Contract Management .......................................................................................................................................... 42
Contract Generation .............................................................................................................................................. 42
Contract Implementation ....................................................................................................................................... 42

Contract Tracking & Storage ................................................................................................................................. 43
3.9 Campaign & Funnel Management ...................................................................................................................... 44
Campaign & Funnel Management ........................................................................................................................ 44
Campaign Management........................................................................................................................................ 44
Funnel/Workflow Management ............................................................................................................................. 45
3.9.1 Campaign Management .................................................................................................................................. 46
Campaign Management........................................................................................................................................ 46
Campaign Analytics .............................................................................................................................................. 46
Campaign Design ................................................................................................................................................. 47
Lead Generation & Management .......................................................................................................................... 47
Campaign Execution & Refinement ...................................................................................................................... 47
Campaign Performance Tracking ......................................................................................................................... 48
3.10 Solution Management....................................................................................................................................... 49
Solution Management ........................................................................................................................................... 49
Solution Design ..................................................................................................................................................... 49
Solution Pricing ..................................................................................................................................................... 50
Proposal Management .......................................................................................................................................... 50
Price Optimization ................................................................................................................................................. 50
Offer Management ................................................................................................................................................ 51
Sales Negotiation .................................................................................................................................................. 51
Solution Requirements Capture ............................................................................................................................ 51
3.11 Sales Account Management ............................................................................................................................. 53
Sales Account Management ................................................................................................................................. 53
Customer/Prospect Data Acquisition .................................................................................................................... 53
Sales Account Assignment ................................................................................................................................... 53
Sales Account Planning ........................................................................................................................................ 54
4. Product Management Domain .............................................................................................................................. 55
Product Strategy / Proposition Management......................................................................................................... 55
Product Catalog Management .............................................................................................................................. 56
Product Lifecycle Management ............................................................................................................................. 56
Product Performance Management ...................................................................................................................... 57
5. Customer Management Domain ........................................................................................................................... 58
Customer Information Management...................................................................................................................... 58
Transactional Document Production ..................................................................................................................... 58
Customer Order Management .............................................................................................................................. 58
Customer Self Management ................................................................................................................................. 59
Customer Insight Management ............................................................................................................................. 60
Customer Service Representative Toolbox ........................................................................................................... 60

Customer Problem Management .......................................................................................................................... 62

Receivables Management..................................................................................................................................... 62
Billing Inquiry, Dispute & Adjustment Management .............................................................................................. 62
Bill Format / Render .............................................................................................................................................. 63
Billing Account Management................................................................................................................................. 63
Collection Management ........................................................................................................................................ 63
Bill Calculation ...................................................................................................................................................... 64
Case Management................................................................................................................................................ 64
Customer SLA Management ................................................................................................................................. 65
Charge Calculation and Balance Management ..................................................................................................... 65
Billing Events Management................................................................................................................................... 65
Customer Loyalty Management ............................................................................................................................ 66
Customer & Network Care .................................................................................................................................... 66
Privacy Dashboard................................................................................................................................................ 66
5.1 Customer Information Management ................................................................................................................... 68
Customer Information Management...................................................................................................................... 68
Customer Hierarchy & Group Management .......................................................................................................... 68
Customer Profile Management ............................................................................................................................. 69
Customer Credit Management .............................................................................................................................. 69
Customer Interaction Collection & Storage ........................................................................................................... 70
Customer Subscription Management .................................................................................................................... 70
5.2 Transactional Document Production................................................................................................................... 71
Transactional Document Production ..................................................................................................................... 71
Transactional Document Formatter....................................................................................................................... 71
Transactional Document Generator ...................................................................................................................... 72
Document Delivery................................................................................................................................................ 72
Document Archiving .............................................................................................................................................. 73
5.3 Customer Order Management ............................................................................................................................ 74
Customer Order Management .............................................................................................................................. 74
Customer Order Establishment ............................................................................................................................. 74
Customer Order Validation.................................................................................................................................... 75
Customer Order Orchestration .............................................................................................................................. 76
Customer Order Tracking & Management ............................................................................................................ 76
Customer Order Lifecycle Management ............................................................................................................... 76
Customer Order Enrichment ................................................................................................................................. 77
Customer Order Acceptance................................................................................................................................. 78
Customer Order Rules Management .................................................................................................................... 78
Customer Order Workflow Management............................................................................................................... 78
5.3.1 Customer Order Establishment ....................................................................................................................... 80

Customer Order Establishment ............................................................................................................................. 80

Channel Guidance and Data Capture ................................................................................................................... 81
Customer and Product Data Collection ................................................................................................................. 82
Offering Availability ............................................................................................................................................... 82
Customer Order Validation.................................................................................................................................... 82
5.3.1.2 Customer and Product Data Collection......................................................................................................... 84
Customer and Product Data Collection ................................................................................................................. 84
Customer Order Capture....................................................................................................................................... 84
Offer Configuration................................................................................................................................................ 85
5.3.11 Customer Order Workflow Management ....................................................................................................... 86
Customer Order Workflow Management............................................................................................................... 86
Customer Order Item Decomposition.................................................................................................................... 86
Customer Order Work Item Decomposition .......................................................................................................... 87
Customer Order Orchestration Plan Creation ....................................................................................................... 87
5.4 Customer Self Management ............................................................................................................................... 88
Customer Self Management ................................................................................................................................. 88
Customer Self Empowered Fulfillment .................................................................................................................. 89
Customer Self Empowered Assurance ................................................................................................................. 91
Customer Self Empowered Billing......................................................................................................................... 92
5.5 Customer Insight Management........................................................................................................................... 95
Customer Insight Management ............................................................................................................................. 95
Customer Satisfaction Validation .......................................................................................................................... 95
Customer Profiling ................................................................................................................................................ 96
Customer Experience Monitoring .......................................................................................................................... 97
Customer Context Map Building ........................................................................................................................... 98
Customer Operational Decisioning ....................................................................................................................... 99
Customer Recommended Action .......................................................................................................................... 99
5.6 Customer Service Representative Toolbox ...................................................................................................... 101
Customer Service Representative Toolbox ......................................................................................................... 101
CSR fulfillment .................................................................................................................................................... 102
CSR assurance ................................................................................................................................................... 103
CSR Billing .......................................................................................................................................................... 103
5.6.3 CSR Billing .................................................................................................................................................... 105
CSR Billing .......................................................................................................................................................... 105
Collection ............................................................................................................................................................ 105
Payment .............................................................................................................................................................. 106
5.8 Customer Problem Management ...................................................................................................................... 107
Customer Problem Management ........................................................................................................................ 107
Customer Problem Qualification & Reception ..................................................................................................... 107

Customer Problem Lifecycle Management ......................................................................................................... 108

Customer Problem Diagnostics........................................................................................................................... 108
Customer Problem Resolution ............................................................................................................................ 109
Customer Problem Verification & Closure ........................................................................................................... 109
Customer Problem Reporting.............................................................................................................................. 109
5.9 Receivables Management ................................................................................................................................ 111
Receivables Management................................................................................................................................... 111
A/R Management ................................................................................................................................................ 111
Journalization ...................................................................................................................................................... 113
Financial Reporting ............................................................................................................................................. 113
Payment Management ........................................................................................................................................ 114
5.9.4 Payment Management................................................................................................................................... 115
Payment Management ........................................................................................................................................ 115
Payment Interface Management ......................................................................................................................... 115
Payment Validation & Authorization .................................................................................................................... 116
Payment Settlement............................................................................................................................................ 116
5.10 Billing Inquiry, Dispute & Adjustment Management ........................................................................................ 117
Billing Inquiry, Dispute & Adjustment Management ............................................................................................ 117
Bill Inquiry ........................................................................................................................................................... 117
Dispute Management .......................................................................................................................................... 118
Adjustments ........................................................................................................................................................ 118
5.13 Billing Account Management .......................................................................................................................... 121
Billing Account Management............................................................................................................................... 121
Billing Account Configuration Management ........................................................................................................ 121
Billing Account Associations Management.......................................................................................................... 122
5.14 Collection Management .................................................................................................................................. 123
Collection Management ...................................................................................................................................... 123
Collection Policy Definition and Configuration..................................................................................................... 123
Collection Policy Execution and Monitoring ........................................................................................................ 124
Collection Settlement .......................................................................................................................................... 126
5.15 Bill Calculation ................................................................................................................................................ 127
Bill Calculation .................................................................................................................................................... 127
Customer Bill Charge Calculation ....................................................................................................................... 127
Discounts Calculation ......................................................................................................................................... 128
Tax Calculation ................................................................................................................................................... 128
Commitment Tracking ......................................................................................................................................... 129
Bill Cycle Run Management ................................................................................................................................ 129
Invoice Generation .............................................................................................................................................. 129
5.17 Case Management ......................................................................................................................................... 131

Case Management.............................................................................................................................................. 131

Case Definition and Configuration ...................................................................................................................... 131
Case Workflow .................................................................................................................................................... 132
Case Correlation & Analysis ............................................................................................................................... 132
Case Tracking & Management............................................................................................................................ 132
Case Reporting ................................................................................................................................................... 133
Case Archival ...................................................................................................................................................... 133
5.18 Customer SLA Management .......................................................................................................................... 135
Customer SLA Management ............................................................................................................................... 135
Customer SLA Issue Reception .......................................................................................................................... 135
Customer SLA Collection .................................................................................................................................... 136
Customer SLA Analysis ...................................................................................................................................... 136
Customer SLA Violation Management ................................................................................................................ 136
Customer SLA Reporting .................................................................................................................................... 137
5.19 Charge Calculation and Balance Management .............................................................................................. 138
Charge Calculation and Balance Management ................................................................................................... 138
Charge Calculation ............................................................................................................................................. 138
Balance Management ......................................................................................................................................... 139
5.20 Billing Events Management ............................................................................................................................ 141
Billing Events Management................................................................................................................................. 141
Billing Event Processing ..................................................................................................................................... 141
Billing Event Error Management ......................................................................................................................... 143
5.21 Customer Loyalty Management ...................................................................................................................... 144
Customer Loyalty Management .......................................................................................................................... 144
Customer Program Management ........................................................................................................................ 144
Customer Loyalty Prize Management ................................................................................................................. 145
Customer Loyalty Balance Management ............................................................................................................ 145
5.22 Customer & Network Care .............................................................................................................................. 147
Customer & Network Care .................................................................................................................................. 147
Role-Based Portal ............................................................................................................................................... 147
Center Administration ......................................................................................................................................... 148
Contact Channel Management ........................................................................................................................... 148
5.22.1 Role-Based Portal ....................................................................................................................................... 150
Role-Based Portal ............................................................................................................................................... 150
Operations Portal ................................................................................................................................................ 150
Center Efficiency Tools ....................................................................................................................................... 151
5.22.2 Center Administration .................................................................................................................................. 152
Center Administration ......................................................................................................................................... 152
Center Productivity Management ........................................................................................................................ 152

Center Compliance & Training ............................................................................................................................ 153

Center Force & Queue Management .................................................................................................................. 153
5.22.2.1 Center Productivity Management ............................................................................................................. 155
Center Productivity Management ........................................................................................................................ 155
Center Activity Management ............................................................................................................................... 156
Center Time Management .................................................................................................................................. 156
Center Budget Management ............................................................................................................................... 156
Center Quality Management ............................................................................................................................... 156
5.22.3 Contact Channel Management .................................................................................................................... 158
Contact Channel Management ........................................................................................................................... 158
Customer/Internal Collaboration/Chat ................................................................................................................. 159
Voice Channel Contact ....................................................................................................................................... 159
Off-Line Contact Channel Management.............................................................................................................. 160
Channel Infrastructure ........................................................................................................................................ 160
5.23 Privacy Dashboard ......................................................................................................................................... 161
Privacy Dashboard.............................................................................................................................................. 161
Privacy Profile Type Creation.............................................................................................................................. 161
Privacy Data Exposure ....................................................................................................................................... 162
Privacy Consent .................................................................................................................................................. 162
6. Service Management Domain ............................................................................................................................ 164
Service Catalog Management ............................................................................................................................. 164
Service Inventory Management .......................................................................................................................... 164
Service Order Management ................................................................................................................................ 165
Service Problem Management ............................................................................................................................ 165
Service Performance Management..................................................................................................................... 166
Service Test Management .................................................................................................................................. 166
Service Quality Management .............................................................................................................................. 166
Service Assurance Control.................................................................................................................................. 167
Service Capability Orchestration ......................................................................................................................... 167
6.2 Service Inventory Management ........................................................................................................................ 169
Service Inventory Management .......................................................................................................................... 169
Service-Resource Inventory ................................................................................................................................ 170
Service Inventory Reconciliation / Synchronization............................................................................................. 171
6.3 Service Order Management.............................................................................................................................. 172
Service Order Management ................................................................................................................................ 172
Service Order Orchestration ............................................................................................................................... 172
Service Design/Assign ........................................................................................................................................ 173
Service Configuration Management .................................................................................................................... 173
Service Activation Management.......................................................................................................................... 174

Service Order Publication ................................................................................................................................... 174

Service Order Establishment .............................................................................................................................. 174
6.3.2 Service Order Orchestration .......................................................................................................................... 176
Service Order Orchestration ............................................................................................................................... 176
Product/Service Order Decomposition ................................................................................................................ 176
Service Order Tracking & Management .............................................................................................................. 177
6.3.4 Service Design/Assign ................................................................................................................................... 178
Service Design/Assign ........................................................................................................................................ 178
Design Solution ................................................................................................................................................... 178
Assign/Procure Network Resources ................................................................................................................... 178
Procure Access ................................................................................................................................................... 179
Procure CPE ....................................................................................................................................................... 179
6.3.9 Service Order Establishment ......................................................................................................................... 180
Service Order Establishment .............................................................................................................................. 180
Service Data Collection ....................................................................................................................................... 180
Service Order Validation ..................................................................................................................................... 180
Service Availability .............................................................................................................................................. 181
6.3.9.3 Service Availability ...................................................................................................................................... 182
Service Availability .............................................................................................................................................. 182
Service Address Validation ................................................................................................................................. 182
Service Availability Validation ............................................................................................................................. 182
Service Termination Points Determination .......................................................................................................... 183
Determine Access Provider................................................................................................................................. 183
Determine Delivery Interval ................................................................................................................................. 183
6.5 Service Problem Management ......................................................................................................................... 184
Service Problem Management ............................................................................................................................ 184
Service Problem Reception................................................................................................................................. 184
Service Problem Monitoring ................................................................................................................................ 184
Service Problem Analysis ................................................................................................................................... 185
Service Problem Correction & Resolution ........................................................................................................... 185
Service Problem Tracking & Management .......................................................................................................... 186
Service Problem Reporting ................................................................................................................................. 186
Service Problem Model Establishment ............................................................................................................... 186
6.7 Service Performance Management .................................................................................................................. 188
Service Performance Management..................................................................................................................... 188
Service Performance Monitoring ......................................................................................................................... 188
Service Performance Analysis ............................................................................................................................ 189
Service Performance Reporting .......................................................................................................................... 189
6.8 Service Test Management ................................................................................................................................ 191

Service Test Management .................................................................................................................................. 191

Service Test Strategy and Policy Management .................................................................................................. 191
Service Test Lifecycle Management ................................................................................................................... 192
Service Test Command and Control ................................................................................................................... 192
Service Test Services ......................................................................................................................................... 193
6.9 Service Quality Management............................................................................................................................ 194
Service Quality Management .............................................................................................................................. 194
Service Quality Model Establishment.................................................................................................................. 194
Service Quality Collection & Monitoring .............................................................................................................. 195
Service Quality Analysis ..................................................................................................................................... 195
Service Quality Reporting ................................................................................................................................... 196
7. Resource Management Domain ......................................................................................................................... 197
Resource Lifecycle Management ........................................................................................................................ 197
Resource Inventory Management ....................................................................................................................... 197
Resource Order Management............................................................................................................................. 199
Resource Domain Management ......................................................................................................................... 199
Resource Process Management (Workflow/ Integration) .................................................................................... 200
Voucher Management......................................................................................................................................... 200
Resource Performance Management ................................................................................................................. 201
Fault Management .............................................................................................................................................. 201
Resource Test Management ............................................................................................................................... 201
Workforce Management ...................................................................................................................................... 201
Network Number Management ........................................................................................................................... 202
Usage Management............................................................................................................................................ 202
Location Management ........................................................................................................................................ 202
Resource Capability Orchestration ..................................................................................................................... 203
Resource Catalog Management ......................................................................................................................... 204
7.1 Resource Lifecycle Management ..................................................................................................................... 206
Resource Lifecycle Management ........................................................................................................................ 206
Resource Commissioning & Configuration Management.................................................................................... 207
Implementation Planning .................................................................................................................................... 207
Tactical Planning................................................................................................................................................. 208
Capability Specification Management ................................................................................................................. 208
Planning Design Automation ............................................................................................................................... 208
Spares & Warehouse Inventory Management .................................................................................................... 209
Strategic Planning ............................................................................................................................................... 210
7.3 Resource Order Management .......................................................................................................................... 211
Resource Order Management............................................................................................................................. 211
Resource Order Orchestration ............................................................................................................................ 211

Resource Service Order Validation ..................................................................................................................... 212

Resource Design / Assign ................................................................................................................................... 212
Resource Order Publication ................................................................................................................................ 212
7.3.1 Resource Order Orchestration....................................................................................................................... 214
Resource Order Orchestration ............................................................................................................................ 214
Resource Order Tracking & Management........................................................................................................... 214
7.3.2 Resource Service Order Validation ............................................................................................................... 216
Resource Service Order Validation ..................................................................................................................... 216
Resource Order Data Collection ......................................................................................................................... 216
7.3.3 Resource Design / Assign ............................................................................................................................. 217
Resource Design / Assign ................................................................................................................................... 217
Resource Availability........................................................................................................................................... 218
Resource Order Configuration Management ...................................................................................................... 218
7.4 Resource Domain Management ....................................................................................................................... 220
Resource Domain Management ......................................................................................................................... 220
Resource Discovery ............................................................................................................................................ 220
Resource Activation ............................................................................................................................................ 221
Resource Fault & Performance Data Mediation .................................................................................................. 221
OSS Inventory/Data Synchronization Management ............................................................................................ 222
7.5 Resource Process Management (Workflow/Integration) .................................................................................. 223
Resource Process Management (Workflow/ Integration) .................................................................................... 223
Resource Change Management ......................................................................................................................... 223
Jeopardy Management ....................................................................................................................................... 224
Resource Logistics.............................................................................................................................................. 224
7.9 Resource Performance Management ............................................................................................................... 226
Resource Performance Management ................................................................................................................. 226
Resource Performance Monitoring ..................................................................................................................... 226
Resource Performance Analysis ......................................................................................................................... 227
Resource Performance Reporting....................................................................................................................... 227
7.10 Fault Management.......................................................................................................................................... 228
Fault Management .............................................................................................................................................. 228
Fault Surveillance ............................................................................................................................................... 228
Fault Correlation & Root Cause Analysis ............................................................................................................ 228
Fault Correction & Restoration ............................................................................................................................ 229
Fault Reporting & Analytics ................................................................................................................................. 229
7.11 Resource Test Management .......................................................................................................................... 231
Resource Test Management ............................................................................................................................... 231
Resource Test Strategy and Policy Management ............................................................................................... 231
Resource Test Lifecycle Management ................................................................................................................ 232

Resource Test Command and Control ................................................................................................................ 233

Resource Test Services ...................................................................................................................................... 233
7.12 Workforce Management ................................................................................................................................. 234
Workforce Management ...................................................................................................................................... 234
Workforce Schedule Management ...................................................................................................................... 234
Work Order Analysis ........................................................................................................................................... 234
Work Order Assignment & Dispatch ................................................................................................................... 235
Work Order Tracking & Management ................................................................................................................. 235
Workforce Configuration and Setup .................................................................................................................... 236
Workforce Management Reporting ..................................................................................................................... 237
7.13 Network Number Inventory Management ....................................................................................................... 238
Network Number Management ........................................................................................................................... 238
Network Number Inventory Management ........................................................................................................... 238
Number Portability .............................................................................................................................................. 239
7.13.2 Number Portability ....................................................................................................................................... 240
Number Portability .............................................................................................................................................. 240
Number Portability Policy Management .............................................................................................................. 240
Number Portability Orchestration ........................................................................................................................ 240
Number Portability Risk & Effectiveness Management ....................................................................................... 241
Number Portability Validation .............................................................................................................................. 241
7.14 Usage Management ....................................................................................................................................... 242
Usage Management............................................................................................................................................ 242
Usage Event Processing ..................................................................................................................................... 242
Usage Event Error Management......................................................................................................................... 243
8. Supplier/Partner Domain .................................................................................................................................... 245
Supplier/Partner Management ............................................................................................................................ 245
Wholesale / Interconnect Billing .......................................................................................................................... 245
8.2 Supplier/Partner Management .......................................................................................................................... 247
Supplier/Partner Management ............................................................................................................................ 247
Supplier/Partner Relationship Management........................................................................................................ 247
Supplier/Partner Order Management .................................................................................................................. 248
Supplier/Partner Assurance Management .......................................................................................................... 248
Supplier/Partner Workflow .................................................................................................................................. 249
Supplier/Partner Reconciliation Management ..................................................................................................... 249
Supplier/Partner Product Lifecycle Management ................................................................................................ 250
Supplier/Partner Reporting.................................................................................................................................. 250
Supplier/Partner Portal ........................................................................................................................................ 250
8.2.5 Supplier/Partner Reconciliation Management................................................................................................ 252
Supplier/Partner Reconciliation Management ..................................................................................................... 252

Supplier/Partner Invoice Reconciliation .............................................................................................................. 252

Supplier/Partner Data Collection ......................................................................................................................... 252
Supplier/Partner Settlements .............................................................................................................................. 253
9. Enterprise Domain .............................................................................................................................................. 254
Revenue Assurance Management ...................................................................................................................... 254
HR Management ................................................................................................................................................. 254
Financial Management........................................................................................................................................ 254
Asset Management ............................................................................................................................................. 255
Security Management ......................................................................................................................................... 255
Knowledge Management .................................................................................................................................... 255
Fraud Management............................................................................................................................................. 256
Regulatory & Compliance Management ............................................................................................................. 256
Administrative Services ....................................................................................................................................... 256
Supply Chain Management ................................................................................................................................. 257
9.1 Revenue Assurance Management ................................................................................................................... 258
Revenue Assurance Management ...................................................................................................................... 258
RA Control and Configuration ............................................................................................................................. 258
RA Tracking & Management ............................................................................................................................... 259
RA Monitoring ..................................................................................................................................................... 259
RA Analysis......................................................................................................................................................... 260
RA Correction & Recovery Initiation.................................................................................................................... 260
RA Reporting ...................................................................................................................................................... 261
9.2 HR Management .............................................................................................................................................. 262
HR Management ................................................................................................................................................. 262
Payroll Management ........................................................................................................................................... 262
Performance Management & Feedback ............................................................................................................. 263
Governmental & Regulatory Tracking & Reporting ............................................................................................. 263
Time Reporting & Attendance Management ....................................................................................................... 263
Recruitment & Staffing ........................................................................................................................................ 264
Ethics & Compliance ........................................................................................................................................... 264
Employee Records Management ........................................................................................................................ 265
Awards & Recognition ......................................................................................................................................... 265
Salary Planning ................................................................................................................................................... 266
Corporate Communications ................................................................................................................................ 266
Community Involvement ..................................................................................................................................... 267
Labor Relations ................................................................................................................................................... 267
Corporate Training .............................................................................................................................................. 267
Benefits Management ......................................................................................................................................... 268
9.3 Financial Management ..................................................................................................................................... 269

Financial Management........................................................................................................................................ 269

Financial Core Operations .................................................................................................................................. 269
Employee Expense Reimbursement ................................................................................................................... 269
Capital Lease Management ................................................................................................................................ 270
Financial Core Operations Reporting .................................................................................................................. 270
Financial Business Unit Reporting ...................................................................................................................... 271
Corporate Tax ..................................................................................................................................................... 272
Corporate Treasury ............................................................................................................................................. 272
Cash Reconciliation & Escheatment ................................................................................................................... 273
General Ledger Account Reconciliation .............................................................................................................. 273
Auditing ............................................................................................................................................................... 274
Regulatory Accounting ........................................................................................................................................ 274
9.3.1 Financial Core Operations ............................................................................................................................. 276
Financial Core Operations .................................................................................................................................. 276
General Ledger ................................................................................................................................................... 276
Financial Controls, Editing, & Reference Data .................................................................................................... 277
Accounts Payable ............................................................................................................................................... 277
Fixed Assets ....................................................................................................................................................... 278
Project Accounting .............................................................................................................................................. 278
9.4 Asset Management........................................................................................................................................... 280
Asset Management ............................................................................................................................................. 280
Corporate Real Estate ........................................................................................................................................ 280
Damage Claims Management............................................................................................................................. 280
Fleet Management .............................................................................................................................................. 281
9.4.1 Corporate Real Estate ................................................................................................................................... 282
Corporate Real Estate ........................................................................................................................................ 282
Real Estate Property & Building Portfolio and Lease Management .................................................................... 282
Real Estate Facility Operations Management ..................................................................................................... 283
Space Planning ................................................................................................................................................... 283
Real Estate Asset Capital Planning .................................................................................................................... 283
Environmental Health & Safety Monitoring and Compliance Management ......................................................... 284
Real Estate Capital Construction Management .................................................................................................. 284
9.5 Security Management....................................................................................................................................... 286
Security Management ......................................................................................................................................... 286
Corporate Security .............................................................................................................................................. 286
Application Security ............................................................................................................................................ 286
Vulnerability Management................................................................................................................................... 287
Anomaly Management ........................................................................................................................................ 287
Lawful Interception .............................................................................................................................................. 288

PKI and Digital Certificates ................................................................................................................................. 288

9.5.1 Corporate Security ......................................................................................................................................... 289
Corporate Security .............................................................................................................................................. 289
Employee Identification Management ................................................................................................................. 289
Building Access Management ............................................................................................................................. 290
9.6 Knowledge Management .................................................................................................................................. 291
Knowledge Management .................................................................................................................................... 291
Patent, Invention & Trademark Management...................................................................................................... 291
Enterprise Web Sites & Portals ........................................................................................................................... 292
Business Intelligence (BI).................................................................................................................................... 292
Data Management .............................................................................................................................................. 292
Content Management ......................................................................................................................................... 292
9.6.3 Business Intelligence (BI) .............................................................................................................................. 294
Business Intelligence (BI).................................................................................................................................... 294
BI Delivery Mechanism ....................................................................................................................................... 294
BI Reporting ........................................................................................................................................................ 295
BI Performance Management ............................................................................................................................. 295
BI Supporting Applications .................................................................................................................................. 296
BI Analytics ......................................................................................................................................................... 296
BI Data Management .......................................................................................................................................... 298
9.6.4 Data Management ......................................................................................................................................... 299
Data Management .............................................................................................................................................. 299
DM Data Storage & Archival ............................................................................................................................... 299
DM Access & Transformation ............................................................................................................................. 299
DM Data Integration & Context ........................................................................................................................... 300
DM Data Presentation & Distribution .................................................................................................................. 300
9.6.5 Content Management .................................................................................................................................... 302
Content Management ......................................................................................................................................... 302
CM Repository & Archival ................................................................................................................................... 302
CM Authoring and Compilation ........................................................................................................................... 303
CM Distribution & Acquisition .............................................................................................................................. 303
CM Portal & Discovery ........................................................................................................................................ 304
9.9 Administrative Services .................................................................................................................................... 305
Administrative Services ....................................................................................................................................... 305
Legal ................................................................................................................................................................... 305
Records Retention Management ........................................................................................................................ 305
Advertising .......................................................................................................................................................... 306
Project Management ........................................................................................................................................... 306
Transportation & Travel Service.......................................................................................................................... 306

9.10 Supply Chain Management ............................................................................................................................ 308

Supply Chain Management ................................................................................................................................. 308
Supply Chain Planning ........................................................................................................................................ 308
Procurement ....................................................................................................................................................... 309
Transportation Management ............................................................................................................................... 309
Logistics Management ........................................................................................................................................ 309
Supply Chain Order Tracking Management ........................................................................................................ 310
10. Integration Infrastructure................................................................................................................................... 311
Enterprise Application Integration ....................................................................................................................... 311
Business Process Management & Workflow....................................................................................................... 312
API Management ................................................................................................................................................ 313
11. Cross Domain Applications............................................................................................................................... 318
Catalog Management.......................................................................................................................................... 318
Fallout Management ........................................................................................................................................... 320
Orchestration Management................................................................................................................................. 320
11.2 Fallout Management ....................................................................................................................................... 322
Fallout Management ........................................................................................................................................... 322
Fallout Auto Correction ....................................................................................................................................... 322
Fallout Correction Assistance ............................................................................................................................. 323
Fallout Manual Correction Queue Handling ........................................................................................................ 323
Fallout Technician Dashboard ............................................................................................................................ 323
Fallout Reporting................................................................................................................................................. 324
Fallout Notification .............................................................................................................................................. 324
Fallout Rules Engine ........................................................................................................................................... 324
Fallout Orchestration ........................................................................................................................................... 324
Fallout Management Interface Bus ..................................................................................................................... 325
Index .......................................................................................................................................................................... 326
12. Administrative Appendix ................................................................................................................................... 330
About this document ................................................................................................................................................. 331
Document Life Cycle.................................................................................................................................................. 332
Document History................................................................................................................................................. 333
Version History .................................................................................................................................................... 333
Release History .................................................................................................................................................... 335
Acknowledgments .................................................................................................................................................. 338

List of Figures
. Figure 1. Market/Sales Management ........................................................................................................................ 26

Figure 2. 3.2 Sales Aids .............................................................................................................................................. 30
Figure 3. 3.3 M/S Compensation & Results ................................................................................................................ 32
Figure 4. 3.8 Contract Management .................................................................................................................... 42
Figure 5. 3.9 Campaign & Funnel Management .................................................................................................. 44
Figure 6. 3.9.1 Campaign Management .............................................................................................................. 46
Figure 7. 3.10 Solution Management .................................................................................................................. 49
Figure 8. 3.11 Sales Account Management......................................................................................................... 53
Figure 9. 4. Product Management Domain .......................................................................................................... 55
Figure 10. 5. Customer Management Domain....................................................................................................... 58
Figure 11. 5.1 Customer Information Management ............................................................................................... 68
Figure 12. 5.2 Transactional Document Production .............................................................................................. 71
Figure 13. 5.3 Customer Order Management ........................................................................................................ 74
Figure 14. 5.3.1 Customer Order Establishment ................................................................................................... 80
Figure 15. 5.3.1.2 Customer and Product Data Collection .................................................................................... 84
Figure 16. 5.3.11 Customer Order Workflow Management ................................................................................... 86
Figure 17. 5.4 Customer Self Management ........................................................................................................... 88
Figure 18. 5.5 Customer Insight Management ...................................................................................................... 95
Figure 19. 5.6 Customer Service Representative Toolbox .................................................................................. 101
Figure 20. 5.6.3 CSR Billing ................................................................................................................................ 105
Figure 21. 5.8 Customer Problem Management.................................................................................................. 107
Figure 22. 5.9 Receivables Management ............................................................................................................ 111
Figure 23. 5.9.4 Payment Management .............................................................................................................. 115
Figure 24. 5.10 Billing Inquiry, Dispute & Adjustment Management .................................................................... 117
Figure 25. 5.13 Billing Account Management ...................................................................................................... 121
Figure 26. 5.14 Collection Management.............................................................................................................. 123
Figure 27. 5.15 Bill Calculation ............................................................................................................................ 127
Figure 28. 5.17 Case Management ..................................................................................................................... 131
Figure 29. 5.18 Customer SLA Management ...................................................................................................... 135
Figure 30. 5.19 Charge Calculation and Balance Management .......................................................................... 138
Figure 31. 5.20 Billing Events Management ........................................................................................................ 141
Figure 32. 5.21 Customer Loyalty Management.................................................................................................. 144
Figure 33. 5.22 Customer & Network Care.......................................................................................................... 147
Figure 34. 5.22.1 Role-Based Portal ................................................................................................................... 150
Figure 35. 5.22.2 Center Administration .............................................................................................................. 152
Figure 36. 5.22.2.1 Center Productivity Management ......................................................................................... 155
Figure 37. 5.22.3 Contact Channel Management ................................................................................................ 158

Figure 38. 5.23 Privacy Dashboard ..................................................................................................................... 161
Figure 39. 6. Service Management Domain ........................................................................................................ 164
Figure 40. 6.2 Service Inventory Management .................................................................................................... 169
Figure 41. 6.3 Service Order Management ......................................................................................................... 172
Figure 42. 6.3.2 Service Order Orchestration ...................................................................................................... 176
Figure 43. 6.3.4 Service Design/Assign .............................................................................................................. 178
Figure 44. 6.3.9 Service Order Establishment ..................................................................................................... 180
Figure 45. 6.3.9.3 Service Availability ................................................................................................................. 182
Figure 46. 6.5 Service Problem Management ..................................................................................................... 184
Figure 47. 6.7 Service Performance Management .............................................................................................. 188
Figure 48. 6.8 Service Test Management............................................................................................................ 191
Figure 49. 6.9 Service Quality Management ....................................................................................................... 194
Figure 50. 7. Resource Management Domain ..................................................................................................... 197
Figure 51. 7.1 Resource Lifecycle Management ................................................................................................. 206
Figure 52. 7.3 Resource Order Management ...................................................................................................... 211
Figure 53. 7.3.1 Resource Order Orchestration .................................................................................................. 214
Figure 54. 7.3.2 Resource Service Order Validation ........................................................................................... 216
Figure 55. 7.3.3 Resource Design / Assign ......................................................................................................... 217
Figure 56. 7.4 Resource Domain Management ................................................................................................... 220
Figure 57. 7.5 Resource Process Management (Workflow/Integration) .............................................................. 223
Figure 58. 7.9 Resource Performance Management........................................................................................... 226
Figure 59. 7.10 Fault Management ..................................................................................................................... 228
Figure 60. 7.11 Resource Test Management ...................................................................................................... 231
Figure 61. 7.12 Workforce Management ............................................................................................................. 234
Figure 62. 7.13 Network Number Inventory Management ................................................................................... 238
Figure 63. 7.13.2 Number Portability ................................................................................................................... 240
Figure 64. 7.14 Usage Management ................................................................................................................... 242
Figure 65. 8. Supplier/Partner Domain ................................................................................................................ 245
Figure 66. 8.2 Supplier/Partner Management...................................................................................................... 247
Figure 67. 8.2.5 Supplier/Partner Reconciliation Management ........................................................................... 252
Figure 68. 9. Enterprise Domain.......................................................................................................................... 254
Figure 69. 9.1 Revenue Assurance Management ............................................................................................... 258
Figure 70. 9.2 HR Management .......................................................................................................................... 262
Figure 71. 9.3 Financial Management ................................................................................................................. 269
Figure 72. 9.3.1 Financial Core Operations ......................................................................................................... 276
Figure 73. 9.4 Asset Management ...................................................................................................................... 280
Figure 74. 9.4.1 Corporate Real Estate ............................................................................................................... 282
Figure 75. 9.5 Security Management .................................................................................................................. 286

Figure 76. 9.5.1 Corporate Security .................................................................................................................... 289

Figure 77. 9.6 Knowledge Management.............................................................................................................. 291
Figure 78. 9.6.3 Business Intelligence (BI) .......................................................................................................... 294
Figure 79. 9.6.4 Data Management ..................................................................................................................... 299
Figure 80. 9.6.5 Content Management ................................................................................................................ 302
Figure 81. 9.9 Administrative Services ................................................................................................................ 305
Figure 82. 9.10 Supply Chain Management ........................................................................................................ 308
Figure 83. 10. Integration Infrastructure .............................................................................................................. 311
Figure 84. 11. Cross Domain Applications .......................................................................................................... 318
Figure 85. 11.2 Fallout Management................................................................................................................... 322

Preface
The TM Forum Application Framework® is another plane in the Communication Service Providers
ecosystem Enterprise Architecture. It provides a common reference map and language to navigate a
complex systems landscape that is typically found in the CSP ecosystem. Where the Business Process
Framework (a.k.a. eTOM) provides a frame of reference for processes and the Frameworx -
Information Framework (a.k.a. SID) provides a frame of reference for information language, the
Frameworx – Application Framework (a.k.a. TAM) provides a frame of reference for telecom
applications functionalities.
The Applications Framework provides the bridge between the Frameworx building blocks (Business
Process Framework and Information Framework) and real, deployable, potentially procurable
applications by grouping together functionalities required to support business processes in the CSP
ecosystem.
The Application Framework is served as a common vocabulary for logical functions in business
applications within the industry. This would help in to reduced investment risks and costs. The
Application Framework can be used as a base for consolidation in Mergers & Acquisitions scenarios.
A key deliverable of the Application Framework is an industry set of standard application
requirements. This can help through the procurement process.
Following the relationship between applications in the framework can serve as the blueprint for
enterprise architecture that will help set direction in designing the targeted system architecture in
transformation projects.

1. Introduction
This document stands as an addendum (D) within the Application Framework® – The Digital
Services Systems Landscape, GB929. It provides the core details concerning the Framework
through description of the Applications within the Framework, at several levels of decomposition.
It is recommended that the reader will be familiar with GB929-CP “Concepts & Principles” document,
prior to reading this addendum.
The Application Frameworks [GB929] documentation set contains also:
GB929-U – A User guide detailing use cases of the Application Framework and guidance for
extending it
GB929 - Excel version - an excel file containing the entire text of the main document in a tabulated
from.
For the full content of the Application Frameworks please refer to release notes for Application
Framework RN315.
The document is laid out against a domain layering approach and describes the principal functions of
each layer. The Telecom Applications Map, shown in the figure below, is segmented by the primary
Business Process Framework end-to-end level 1 vertical process areas: Billing, Assurance, Fulfilment,
Operational Support Readiness (OSR) and Strategy, Infrastructure & Product (SIP) functions along
with the layering Information Framework domains of Market/Sales, Product, Customer, Service,
Resource, Supplier / Partner, and Enterprise. Each box on the map represents a level 1 Application
Map category.
The Application Map also recognizes managed resources including network based resources; content
servers Intelligent network platforms and related network control technologies such as element
management systems as well as the OSS infrastructure fabric e.g. bus technology, business process
management engines etc. under the Integration Infrastructure domain. The term OSS is used to cover
all the systems that are used by a telecom operator (sometimes referred to as OSS and BSS).
A cross domain layer has been introduced into the Application Map to accommodate applications that
their functionality spans across few domain layers.

The Telecom Applications Map
The bulk of this document is used to describe the applications of each of the domain layers of the
Application Map.
Each application in the document is described through:
• Application Identifier – See section below
• Overview – short high-level description of the application
• Functionality – A bullet list of the functionalities grouped into this application. The functionality
may further decompose in lower level application.
• Supported Business Services – lists the services that the application exposes and
consumes.

Application Associations and IDs

To aid understanding, each Level 2 and Level 3 application described here has
an associated indication of its positioning within the particular horizontal Level 1
process with which it is associated.
Applications have been given an application ID throughout this document. The
format of the numbering scheme works as follow:
D.a.b.c.d where
D: This represents the prime domain were the application is classified,
where D is the section number in this document (thus numbers starts
from 3).
a: Digit representing Level 1 application
b: Digit representing Level 2 application
c: Digit representing Level 3 application
d: Digit representing Level 4 application
The unique identifier thus associated with individual applications can thus be
used to assist in locating individual applications.

2. Market/Sales Management
. Figure 1. Market/Sales Management
Sales Aids
Application Identifier: 3.2
Overview
The Sales Aids Application provides access to methods and procedures as well as product
information and other collateral that can be used to assist in making a sale.
Functions
Compensation & Results

Overview
The Compensation & Results application includes all functionality necessary to manage the
compensation to a seller & sales performance against quotas, new sales and billed revenue,
calculation of the compensation plans and results reporting.
Functions
Compensation payment and reporting
The sales force receives compensation for sales based on performance against quotas
assigned, billed revenue, numbers of sales, or other events determined by business rules that
change each year. This includes handling of payment and reporting against performance.
Compensation plan management
change each year. This function includes building the annual compensation plan, setting and
managing sales quotas, and managing to it.

Channel Sales Management

Overview
The Channel Sales Management application provides the necessary functionality to sell to a
number of specific sales channels.
Area contains several level 2 applications, each supporting different channels.
This application contains core functionality shared amongst level 2 applications, and
functionality specific to each channel.
This section is organized to reflect Common Functionality, then addresses the specificities of
each channel:
•Direct sales force (also known as field sales) – most handling corporate and medium sized
businesses [see section]
•Telesales / ordering department – selling over the phone to consumers and small businesses
•Retail outlets – the Telco’s branded retail stores, (mostly common in Wireless communication
provides and mostly serving consumers and small businesses)
•Dealers – 3rd party retailers that sell the communications service provider’s services, mostly
to consumers
•VNOs – Virtual Network Operators, that sell their own branded services over the
communications service provider’s network Affiliates
Functions
Sales Portals
Overview
Sales Portals provide a single-entry place for sellers to access various sales tools. Sales Portals
are used by both direct and indirect sellers. There are different content, links, and capabilities
offered for a given kind of seller.
Functions
Contract Management
Overview
Contract Management applications provide necessary functionality to facilitate a contract
pertaining to a given customer solution.
Functions

Campaign & Funnel Management

Overview
Campaign & Funnel Management provides the necessary functionality to manage a service
provider's campaigns and funnel/workflows.
Functions
Solution Management
Overview
Solution Management applications provide the necessary functionality to manage the analyzing,
composing, and recommending of the right solution to a given potential customer.
Functions
Sales Account Management

Overview
Sales Account Management applications provide the means to manage sales accounts.
Functions
Sales & Marketing Reporting

Overview
Sales & Marketing Reporting provides insight into multiple aspects of Sales & Marketing,
including closed loop marketing, sales metrics, forecasting, sales workflow, funnel and pipeline
activities and order handoffs.
Functions
Funnel Tracking & Management
Funnel Tracking & Management provides the necessary functionality to track and
manage the funnel process of the various leads and opportunities.
Sales & Marketing Reporting

Sales & Marketing Reporting provides insight into multiple aspects of Sales & Marketing,
including closed loop marketing, sales metrics, forecasting, sales workflow, funnel and pipeline
activities.
Sales Forecast Analysis
Forecast Analysis: This function should enable data analysis of your sales pipeline and
predict the revenue that will result when opportunities are won and deals are finalized.
Forecasts are either Sales forecasts, which one can apply to anticipate the consumer demand
or Order forecasts, which enables CSP’s to determine whether the supply required is available
to meet expected consumption levels.
Sales Metrics function
Sales Metrics calculation according to pre-defined metrics rules
Sales Order Reporting
Sales Order Reporting provides reporting of order handoffs.

3.2 Sales Aids
Figure 2. 3.2 Sales Aids
Sales Aids
Overview
The Sales Aids Application provides access to methods and procedures as well as product
information and other collateral that can be used to assist in making a sale.
Functions
Sales Job Aids

Application Identifier: 3.2.1
Overview
The Job Aids Application provides access to needed job aids, methods and procedures to assist
in performing various sales.
Functions
Sales Job Aid Wizards
The Job Aids function to access active aids like template or wizard types of context-
aware scripting to e.g. aid lead qualification as an example.
Sales Job Quick Reference Guide
The Job Aids function to assist in performing various sales related tasks while
conforming to organizational standards of the passive type, such as in the case of a searchable
price book.
Sales Product Support

Sales Product Support function gives access to appropriate product information on the
various products being sold by the service provider. This can include information such as
product descriptions, configuration constraints, eligibility rules, and possibly pricing information.
Sales Product Support

Overview
The Product Support application provides access to product information on the various products
being sold by the service provider.
Functions

3.3 M/S Compensation & Results
Figure 3. 3.3 M/S Compensation & Results
Compensation & Results

Overview
The Compensation & Results application includes all functionality necessary to manage the
compensation to a seller & sales performance against quotas, new sales and billed revenue,
calculation of the compensation plans and results reporting.
Functions
Compensation payment and reporting
change each year. This includes handling of payment and reporting against performance.
Compensation plan management
change each year. This function includes building the annual compensation plan, setting and
managing sales quotas, and managing to it.
Sales Compensation
Overview
Sales Compensation applications provide the required functionality to determine the appropriate
compensation based on sales results.
Functions

Compensation Results Reporting

Overview
Compensation Results Reporting applications provide compensation based reporting.
Functions

3.4 M/S Channel Sales Management
Figure 4. 3.4 M/S Channel Sales Management
Channel Sales Management

Overview
The Channel Sales Management application provides the necessary functionality to sell to a
number of specific sales channels.
Area contains several level 2 applications, each supporting different channels.
This application contains core functionality shared amongst level 2 applications, and
functionality specific to each channel.
This section is organized to reflect Common Functionality, then addresses the specificities of
each channel:
•Direct sales force (also known as field sales) – most handling corporate and medium sized
businesses [see section] •Telesales / ordering department – selling over the phone to
consumers and small businesses
•Retail outlets – the Telco’s branded retail stores, (mostly common in Wireless communication
provides and mostly serving consumers and small businesses)
•Dealers – 3rd party retailers that sell the communications service provider’s services, mostly
to consumers
•VNOs – Virtual Network Operators, that sell their own branded services over the
communications service provider’s network Affiliates
Functions
Direct Sales Force

Overview
The Direct Sales Force application is used by CSR’s, Field Sales, Sales Administrators,
Analysts and Managers to generate/qualify sales opportunities, generate revenue, maintain and
optimize the sales process, territories, quotas, view forecasts.

As a Customer Service Representative (CSR), you have first contact with potential customers.
Incoming telephone calls and emails enable you to capture customer information and qualify
leads according to the guidelines set by your company (cf Customer Information Management).
If the lead satisfies your criteria, you can promote that lead to the status of a contact, and an
opportunity. Sales opportunities are dispatched to sales representatives in the field to pursue if
the size of the sale has the potential to exceed agreed monetary thresholds. If not, you can
respond directly to customer inquiries by creating and dispatching literature requests and/or
sales quotations. Orders are submitted for processing when you receive acceptance for the
contract that has been negotiated with the customer (cf. Order Management).
A user of the Direct Sales application can have one of the following roles:
• Customer Service Representative (CSR). As a CSR or agent, you generate and qualify sales
opportunities and dispatch leads to field sales representatives. Your primary method of
communication with the customer is by phone and email.
• Field Sales Representative. As a field sales representative, you create and manage customer
accounts, develop sales opportunities, and generate revenue.
• Sales Administrator. As a Sales Administrator, you manage the design and maintenance of the
overall sales process and stages in the sales cycle according to business requirements.
• Sales Analyst. As a Sales Analyst, you manage sales territories and quotas and generate
sales forecasts and pipeline analyses.
• Sales Manager. As a Sales Manager, you define sales territories, and manage the sales
process and forecasting.
Functions
Direct Sales Force Management
A direct sales administrative function that can define and structure sales territories to
assist structuring of the CSP’s sales organization and forecasting.
Opportunities Dispatching
Opportunities Dispatching-Create and dispatch opportunities to relevant
employees/sales personnel. Capture customer information and qualify leads according to the
guidelines set by your company (cf Customer Information Management). Sales opportunities are
dispatched to sales representatives in the field.
Opportunity & Quote Management
Direct Sales Opportunity & Quote Management creates and manages customer
accounts, creates quotes including internal approval and develop sales opportunities
Telesales
Overview
Some Communication Service Providers use the customer service call center agents as a sales
channel and allow them to sell and order services for customers who are calling in (reactive
sales). Other Communication Service Providers have a dedicated call center for taking orders
that is separate from the customer service call center. The Telesales call center does both
reactive and proactive sales efforts.
An application geared for Telesales should provide the following benefits:
• Quick time-to-market for new and advanced services Improved quality of service and minimum
faulty orders
• Increased customer satisfaction and loyalty

• Reduced churn Benefits from the Telesales agent’s perspective
• Simplified application flow Shorter training time
• Shorten calls
• Complete visibility to order status at all times
• Open, standards-based integration capabilities leverages current investments
• Faster response time to business needs
Functions
Telesales CTI tools
Telesales tools for multimedia integration as Computer Telecom Integration, Predictive
dialer, Email, including follow up and cross selling tools.
Telesales customer and order tools
Telesales access function to Holistic Customer Information View, including full customer
details, recent interactions, pending activities, history, as well as access to
Complete order capture, negotiation and activation capabilities and Order tracking capabilities
Telesales Scripts Management
The Commercial Scripts Management function concerns the management of scripts to
make the commercial dialog easier between Customer Service Representative (CSR) and
customers (or prospects). They can be used either to make qualification or sales as well as
polls. It includes the commercial script production and execution.
Retail Outlets
Overview
One of the primary sales channels for Wireless Communication Service Providers is the
provider’s own retail stores. Currently, other communications sectors rely less on this channel
due to the fact that non-Wireless services typically need to be physically installed on the
customer’s premises, whereas in wireless communications the customer typically gets services
instantly at the retail store/point of sale. Non-wireless services providers may use retail outlets
to complete an order (e.g., for customers that want to pick up a DSL modem from a retail outlet
to complete their order in order to avoid payment of shipping costs). Retail stores are
considered an extension of the call center in the sense that existing customers may walk in and
ask for assistance in customer service issues (e.g., billing, how to operate their handset, etc.). In
other words, Retail Stores are not only used as Point of Sale but also used as Point of Service.
Functions
Points of Sales Management
The Points of Sales Management function manages points of sales data (points of sales
organization, outdoor marketing campaigns…), cash registers… The following functions are out
of scope: stock management, replenishment management.
Retail Integration

Specific to retail stores, order management should be capable of supporting contract

printing, integration with a locally installed cash management/cash register and a retail inventory
system for order completion.
Retail Outlet Billing
Retail Outlet Billing management function provides access to Billing management
specific to retail stores.
Retail Outlet Customer information management
Retail Outlet customer information portal function provides access to Complete customer
information management capabilities.
Retail Outlet Order capture and negotiation
Retail Outlet Order capture portal function provides access to Order capture and
negotiation capabilities
Retail Outlet Problem resolution
Problem resolution specific to retail stores, problem resolution should be capable of
handling handset repairs, including reverse logistics and advance exchange
Dealers
Overview
Dealers are 3rd party retailers that sell the services of the Communication Service Provider and
get commission for those sales.
Dealers vary in size and can range from a country wide retail chain to a local retail shop in a
rural area. Some dealers sell the services of multiple Communication Service Providers and
some are exclusive to one Communication Service Provider.
Dealers focus on acquiring new customers and upgrading existing customers. Most dealers are
only a Point of Sale and not a Point of Service (as opposed to the Communication Service
Provider’s owned retail stores). The dealer’s main focus is to acquire new customers or upgrade
existing customers. The main need for a dealers’ online application is to make them self-
sufficient and avoid the need for them to call the call center on behalf of a customer to activate
their handset.
Functions
Commissioning Management
The Commissioning Management function consists in calculating commissions for
dealers or resellers from information such as orders, activation, usage …
Dealer customer information management
A dealer’s online access function to make them self-sufficient and avoid the need for
them to call the call center for Customer creation and new order for products and services for
the newly created customer. Including the use of dealer data fencing.
Dealer customer order management
A dealer’s online access function to make them self-sufficient and avoid the need for
them to call the call center for Upgrade of customer’s products/services.

Dealers products, services and promotions data enquiry

A dealer’s online access function to make them self-sufficient to view products, services
and promotions data
View dealer commission statements
A dealer’s online access function to make them self-sufficient to View dealer commission
statements
Virtual Network Operators (Dealers)

Overview
Virtual network operators are typically service providers that do not own their own network but
sell communications services under their own brand on top of another service provider’s
network. Some VNOs also do not own their own Business Support Systems (BSS) and “lease”
these systems from the network provider that provides their network services. Such VNOs are
the focus of this section. The network provider that “leases” the business support systems to the
VNO should therefore provide a separate online application for the VNO agents to be able to
manage their customers, and handle fulfillment, assurance and billing issues for these
customers.
Functions
Billing Management Activities
A Virtual Network Operators online access function to make them self-sufficient for
Billing management. Including the use of VNO/Dealer data fencing.
Customer information management
A Virtual Network Operators online access function to make them self-sufficient and
avoid the need for them to call the call center for Customer creation and management. Including
the use of VNO/Dealer data fencing.
Order capture and negotiation
Order capture and negotiation. Including the use of VNO/Dealer data fencing.
Problem resolution
Problem resolution. Including the use of VNO/Dealer data fencing.
Receivables and Collection activities
Receivables and Collection activities. Including the use of VNO/Dealer data fencing.
Retail Outlet Contact and retention management
Customer contact and retention management capabilities
Virtual network Data fencing

A security function that will allow the VNO agents or Dealers to view only their own
customers. In some cases, the network provider will use the same BSS environment to serve
several VNOs (multi tenancy)
VNO Personalization
VNO Personalization - in cases where the network provider serves multiple VNOs under
the same BSS environment (multi tenancy) the user interface of each VNO needs to be
“personalized” to the VNO business (look and feel, business flow, etc.)
Affiliates
Overview
Some service providers have affiliate companies that may feed in orders. An example could be
a Wireless Communication Service Provider that has an affiliate Wireline Communication
Service Provider that wants to bundle its Wireline services with the affiliate’s wireless services.
When the affiliate sells the bundle, it will need to notify the wireless service provider of the sale,
and the wireless service provider may need to assist in completing the order.
Functions
Activation of service/product sold by affiliate
Activation function for services/products sold by affiliates.
Mass Service/product pre-activation
Mass service/product pre-activation function. To prepare for a swift activation at sales
affiliate services/products may be pre-activated.
Mass transaction feed of new orders
Mass transaction feed function of new orders. For bulk sales by affiliate.
Registration of pre activated service/product
Registration function for pre-activated services/products. Preparing for mass pre-
activation and sub-sequent affiliate sales.

3.7 M/S Sales Portals
Figure 5. 3.7 M/S Sales Portals
Sales Portals
Overview
Sales Portals provide a single-entry place for sellers to access various sales tools. Sales Portals
are used by both direct and indirect sellers. There are different content, links, and capabilities
offered for a given kind of seller.
Functions
Internal Sales Portals

Overview
Internal Sales Portals provide sales tools to internal sales groups.
Functions
Internal sales portal function
Internal sales portal function provides access to sales tools of the company for sales of
the service provider products.
Indirect Sales Portals

Overview

Indirect Sales Portal provides sales tools to indirect sales teams.

Functions
Indirect Sales Portal Function
Indirect Sales Portal Function provides access to appropriate service provider functions
such as funnel, ordering, contracting, etc.

3.8 Contract Management
Figure 4. 3.8 Contract Management
Contract Management
Overview
Contract Management applications provide necessary functionality to facilitate a contract
pertaining to a given customer solution.
Functions
Contract Generation
Overview
Contract Generation applications provide the functionality to generate a contract.
Functions
Contract and SLA Generation
Contract Generation as well as appropriate service level agreements (SLAs) generation
Contract Template creation and maintenance
Contract Generation maintains predefined contract options and templates that are
maintained for different services.
Contract Implementation

Overview
Contract Implementation applications provide functionality pertaining to the implementation of
the contract across fulfillment, assurance, and billing.
Functions
Contract Implementation
Contract Implementation function provide functionality pertaining to the implementation
of the contract across fulfillment, assurance, and billing.
Contract Tracking & Storage

Overview
Contract Tracking and Storage provides the ability to view customer’s existing contracts, search
for customer contracts based on meta-data and to search text strings within contracts. There is
a central repository for contract storage as well as the associated contract meta-data. This data
can be mined for Campaigns and Lead Generation.
Functions
Contract Enquiry
Contract Enquiry provides the ability to view customer's existing and previous contracts,
search for customer contracts based on meta-data and to search text strings within contracts.
Contract Storage
Contract Storage provides the central repository for contract storage as well as the
associated contract meta-data. This data can be mined for Campaigns and Lead Generation.

3.9 Campaign & Funnel Management
Figure 5. 3.9 Campaign & Funnel Management
Campaign & Funnel Management

Overview
Campaign & Funnel Management provides the necessary functionality to manage a service
provider's campaigns and funnel/workflows.
Functions
Campaign Management
Overview
The Campaign Management applications are responsible for managing the lifecycle of
marketing campaigns, sometimes referred to as "closed loop marketing". Service Provider
marketers need to respond to changing market environments with marketing initiatives that push
highly targeted messages to increasingly focused segments.
Marketers need an adaptable and flexible campaign management application that can adjust to
evolving customer lifecycles with corresponding targeted marketing strategies. Marketers need
to deliver coordinated outbound and inbound campaigns across all points of interaction-
focusing marketing resources where the greatest potential value exists. The campaign
management application needs to:
•Leverage a single, consistent view of customer data.

•Be highly usable, which increases marketing productivity and effectiveness.

•Provide valuable insight into marketing performance through analytics that enable marketers
to continually adjust and improve marketing investments.
Functions
Funnel/Workflow Management
Overview
Funnel Management applications, also sometimes known as pipeline, or tunnel, provide
functionality to manage the funnel process.
Functions
Funnel Assignment
Funnel Assignment provides the necessary functionality to assign sales personnel to
leads within a given funnel/pipeline.
Funnel Creation
Funnel Creation provides the necessary functionality to create a new sales funnel or
pipeline

3.9.1 Campaign Management
Figure 6. 3.9.1 Campaign Management
Campaign Management
Overview
The Campaign Management applications are responsible for managing the lifecycle of
marketing campaigns, sometimes referred to as "closed loop marketing". Service Provider
marketers need to respond to changing market environments with marketing initiatives that push
highly targeted messages to increasingly focused segments.
Marketers need an adaptable and flexible campaign management application that can adjust to
evolving customer lifecycles with corresponding targeted marketing strategies. Marketers need
to deliver coordinated outbound and inbound campaigns across all points of interaction-
focusing marketing resources where the greatest potential value exists. The campaign
management application needs to:
•Leverage a single, consistent view of customer data.

•Be highly usable, which increases marketing productivity and effectiveness.
•Provide valuable insight into marketing performance through analytics that enable marketers
to continually adjust and improve marketing investments.
Functions
Campaign Analytics
Application Identifier: 3.9.1.1
Overview
The Campaign Analytics applications are responsible for analyzing existing and prospective
customers to help design appropriate product recommendations.
Functions
Campaign Analytics

The Campaign Analytics function provides quantitative tools to analyze customers and
prospects to help design the right recommendations by gathering and analyzing data from past
campaign planning success and performance in a continuous loop and feed this data back into
the campaign planning feature.
Campaign Design
Overview
Campaign Design applications provide the necessary tools to formulate a campaign, taking into
account the targeted customers and products.
Functions
Campaign creation
Create campaign tool to quickly push opportunities out to pre-defined sales territories
using a coordinated sales methodology.
Campaign execution pre-preparation
Pre-define campaign execution channels and fulfillment tool for the use of direct mail,
email, fax, web, events, telesales and sales.
Campaign template creation
Create Campaign templates function to pre-define frequently used campaigns,
segments, content templates, and their tracking metrics, to be pre-defined to step through
campaign setup and execution, and yet customizable.
Lead Generation & Management

Overview
Lead Generation applications provide the tools necessary to generate leads from a variety of
sources.
Functions
Sales Lead Capture
Lead Generation handles the generation of leads. A lead can be generated from many
different sources and customer interactions including the result of a targeted marketing
campaign. Potential customer information is obtained from external sources or from internally
generated data.
Campaign Execution & Refinement

Overview

Campaign Execution & Refinement applications provide the necessary tools to execute a
previously designed campaign.
Functions
Campaign Execution handling
Quick execute campaigns function allowing users to execute campaigns in their own
terms to push opportunities out to their territories, along with a coordinated sales methodology.
Integration to Sales Management Applications and Channel Sales Management Applications is
needed.
Campaign execution workflow handling
Campaign execution workflow that ensure that approvals are in place as needed.
Campaign to customer event handling
Event evaluation and trigger function that ensure that campaigns and campaign stages
(waves) are executed at critical points in the customer lifecycle.
Campaign to Customer profile handling
Permission-based control function to ensure that customers are always treated
according to their preferences, no matter which interaction point you use.
Campaign Update function
Campaign update function, based on statistics gathered via Campaign Performance
Tracking, adjustments can be made to the Campaign while still in execution
Campaign Performance Tracking

Overview
Campaign Performance Tracking applications provide the required functionality to monitor the
performance of campaign as the campaign is being executed.
Functions
Dashboard view function
Dashboard views, alerts, and notifications provide marketing organizations with the
insight and agility needed to protect and optimize marketing investments.
Marketing Insight campaign reporting.
Pre-built campaign performance Market Insight reporting.
Real-time campaign performance tracking
Campaign Performance Tracking in Real-time in customizable segmentation schemes
and key metrics.

3.10 Solution Management
Figure 7. 3.10 Solution Management
Solution Management
Overview
Solution Management applications provide the necessary functionality to manage the analyzing,
composing, and recommending of the right solution to a given potential customer.
Functions
Solution Design
Overview
The Solution Management's Design function is concerned with the translation of customer
requirements into products & services and the quantity of products and services at each
location. Design obtains base product and services from the Common Product Catalog with
existing and orders in the pipe and tailor them according the customer requirements into
solution(s).
Functions
Automatic Solution Validation
Automatic Solution Validation – Obtain configurations constraints from the catalog and
validates the correctness of the design against them.
Solution Design Editor
The Solution Design Editor function combine/configure the emerged solution based on
the existing solution, planned changes and newly designed features (e.g. for site connectivity
services)
Selecting relevant Products and Services from Catalog – Browse and select entries from a
catalog that might be relevant to the set of captured requirements into the design.
Solution Variations management
Solution Variations management – Enable the creation of multiple solutions either from
scratch or based on a cloned solution select desired variation.
Selecting relevant Products and Services from Catalog – Browse and select entries from a
catalog that might be relevant to the set of captured requirements into the design.
Solution Pricing
Overview
Solution Pricing Applications provide functionality to determine the pricings for solution designs.
Functions
Solution Discounting
Solution Discounting function supports that Rules and guidelines are provided as to
standard levels of discounts/promotions that can be provided to the customer. Special discount
arrangements can be obtained by following an escalation process. There is workflow
functionality to help manage discount escalation.
Solution Pricing
The Solution Pricing function is concerned with assuring that the designs are priced
consistent with pricing used for billing. The common product catalog provides an initial price
base for the components that are in the solution vs. the existing configuration at the customer
location.
Proposal Management
Overview
Proposal Management applications provide functionality to produce appropriate proposals
based on the various solution options.
Functions
Offer and Proposal Management
Offer Management provides the necessary functionality to provide the customer
personalized proposals, taking into account the customer location, needs, current products, as
well as the service provider's products, sales emphasis and targets, etc.
Price Optimization
Overview
Price/Cost Optimization applications provide functionality regarding price and cost optimization
of a given solution.
Functions
Price/Cost Optimization
Price Optimization enables sales to effectively evaluate the customer, generate
recommendations for price decreases and increases, and set negotiation guidelines based on
our cost. This includes the application of non-standard pricing.
Offer Management
Overview
Offer Management applications provide the means to produce personalized offers to potential or
existing customers.
Functions
Sales Negotiation
Overview
Sales Negotiation applications provide the capability to provide quotations based on products
available to the customer and produce an order request upon customer acceptance.
Functions
Sales Negotiation
Sales Negotiation provides support for negotiating the sale by providing multiple
quotations as needed, taking into account the customer data, customer qualification, and offers
made. Functionality includes access to products, product pricing, scheduling of appointments if
a dispatch is necessary, etc.
Sales Negotiation generates an order or service request.
Customer order request generation – send solution design details to update proposal product
order in Customer Order Management systems
Service order request generation – send solution design details to update service order in
Service Order Management systems (after customer agreement – part of handoff to fulfillment)
Solution Requirements Capture

Overview

Solution Requirement Capture application enables the capture of customer solution requirement
in the pre-sale phase.
Functions
Solution Requirements Capture
Solution Requirements Capture, – Capture the overall solution requirements (e.g. target
date, customer locations, multi-location/shared services)
and – Capture the particular requirements for each customer location as part of the desired
solution

3.11 Sales Account Management
Figure 8. 3.11 Sales Account Management
Sales Account Management

Overview
Sales Account Management applications provide the means to manage sales accounts.
Functions
Customer/Prospect Data Acquisition

Overview
Customer/Prospect Data Acquisition applications provides functionality to collect all necessary
information to support the sale.
Functions
Customer/Prospect Data Acquisition
Customer/Prospect Data Acquisition obtains all necessary information to make a sale.
The prospect could be a new or current customer. Customer/Prospect Data Acquisition includes
information about the service location, billing address, demographic information about the
customer, any existing products and services the customer currently has, as well as the
customer's needs (requirements).
Sales Account Assignment


Overview
Sales Account Assignment provides the necessary functionality to assign customers to a
service provider’s sellers (either third party or internal). Ownership might further be differentiated
based on various products with the same customer. Sales Account Assignment also maintains
the sales hierarchy (different than HR reporting hierarchy) for sales compensation, sales
forecasting, and sales results.
Functions
Sales Account Assignment
Sales Account Assignment provides the necessary functionality to assign customers to a
service provider’s sellers (either third party or internal). Ownership might further be differentiated
based on various products with the same customer. Sales Account Assignment also maintains
the sales hierarchy (different than HR reporting hierarchy) for sales compensation, sales
forecasting, and sales results.
Sales Account Planning

Overview
Sales Account Planning looks at the service provider’s complete relationship with a large
customer. This includes the customer’s outages, revenues, opportunities in the pipeline, etc. It
allows the account executive to effectively manage the service provider’s relationship with the
customer and to plan the selling strategy going forward.
Functions
Sales Account Planning
Sales Account Planning looks at the service provider’s complete relationship with a large
customer. This includes the customer’s outages, revenues, opportunities in the pipeline, etc. It
allows the account executive to effectively manage the service provider’s relationship with the
customer and to plan the selling strategy going forward.

4. Product Management Domain
Figure 9. 4. Product Management Domain
Product Strategy / Proposition Management

Overview
Product Strategy is an action plan for meeting the objectives of an operating strategy via the
products sold to the marketplace. Product Propositions are ideas on how the strategy will be
realized through products sold within specific target markets. Product Strategy / Proposition
Management is therefore the ability to capture and manage the detail of a company’s strategy
and resulting propositions, that then drive what products they will develop, deliver and sell. This
capability allows the management of this information at the enterprise level, across the different
operating groups and market units within which the enterprise operates. Finally, it provides the
ability to link the product propositions to the actual sellable products in order to track how the
product strategy is delivered into the marketplace.
The ability to hold this information enables downstream performance reporting to validate or
negate a company’s product strategy and underlying propositions.
Functions
Product Strategy linking
Link strategy to propositions and Link propositions to products
Product Strategy performance reporting
Strategy Performance Reporting - Enable performance reporting of the strategy, driven
by the performance of the underlying products
Product Strategy project management
Strategy Delivery Project Management - Project manage the delivery of strategy through
propositions through products
Propositions organization
Support the Organization of the propositions by operations (e.g., which operating groups
are delivering which propositions and where are the crossovers)
Strategy capturing and management
Capture and manage details of the strategy and resulting propositions
Product Catalog Management

Overview
Product Catalog Management is a realization of the Cross Domain Catalog Management
application in the Customer Domain. The applications are repositories of product listing within a
service provider and include the ability to design, create, augment and map new entities and
supporting data. The type of catalog management application is an implementation choice of the
enterprise. See: Cross Domain- Catalog Management for more information.
Functions
Product creation and maintenance
See: Cross Domain- Catalog Management for detailed function de-composition
Product Lifecycle Management

Overview
Product Lifecycle Management (PLM) is responsible for the managing the entire lifecycle of the
product and its underlying components. This includes all of the processes required to design,
build, deploy, maintain and ultimately retire the product. Product Lifecycle Management includes
those activities and tools used to define new products and updates to existing products.
Generally, these activities require a significant degree of collaboration, often across multiple
geographic locations. This could even include the gathering of customer needs/preferences and
mapping those to current and future product capabilities. There will also be a significant use of
project and program management activities and tools to satisfy these functional areas.
Functions
Marketing & Offer Strategies Implementation
Function for the creation of the marketing & offer strategy as part of the Product
Lifecycle Management (PLM) that includes all of the marketing and offer aspects of a Product
Offering.
New Product Introduction and Maintenance
Introduce and maintain new products as part of the Product Lifecycle Management
(PLM) in appropriate systems e.g. Product Catalogue. For Product Offerings, it permits to define
and update:
- commercial name and characteristics of the offer
- subscription and packaging rules
- tariffs specifications
- link with the commercialized products, ...
Product Modeling Function
Model products as part of the design and build phase of the Product Lifecycle
Management (PLM)
Product Requirement and Specification Function

Solicit and Define product requirements and provide detailed specifications as part of the
Product Lifecycle Management (PLM)
Product Retirement
Function for Obsolesce/retire product offering as part of the Product Lifecycle
Management (PLM)
Product Performance Management

Overview
Product Performance Management includes the activities and tools that gather and analyze
data regarding the efficacy of the product strategy, propositions and products based upon their
performance in the marketplace.
Functions
Product Campaign Tracking
Tracking of performance of products based upon their performance in the marketplace
with regards to campaigns.
Product capacity analysis
Product capacity analysis from a Product Performance perspective.
Product Cost Management
Product Cost Management from a Product Performance perspective.
Product cost reporting
Product cost reporting from a Product Performance perspective.
Product revenue reporting
Product revenue reporting from a Product Performance perspective.

5. Customer Management Domain
Figure 10. 5. Customer Management Domain
Customer Information Management

Overview
Customer Information Management ensures the delivery of a consistent, accurate and complete
customer view to operational and analytical touch-points across the service provider enterprise,
thus enabling the optimization of key business processes and the leverage of new revenue
opportunities. Customer information is typically scattered across mixed environment with
fragmented, isolated customer data which needs to be consolidated, directly or using data
federation. A Customer Information Management application, using context sensitive business
logic, synchronizes customer information across all of service provider systems and reconciles
customer data inconsistencies. Customer Information Management traditionally lies within the
boundaries of Master Data Management (MDM); however, it is not mandatory.
Functions
Transactional Document Production

Overview
Transactional Document Production applications can be used in the telecommunications
activities that require bills, invoices, letters and statements to be created for subscribers. It can
be deployed by any organization that provides these services.
Transactional Document Production applications can process numeric, text and image content
into print-ready and web-ready streams that can be reproduced using a predefined template on
a variety of media. For instance, telecommunications companies can process data from a billing
system into standard industry print streams to produce paper bills.
Functions
Customer Order Management

Overview

Customer Order Management applications manage the end to end lifecycle of a customer
request for products. This includes order establishment (step guiding, data collection and
validation), order publication as well as order orchestration and overall lifecycle management. A
customer request may also pertain to already purchased product(s). Thus, the Customer Order
Management application handles order requests to suspend, resume, change ownership,
amend, add, change and discontinue existing ordered products. Customer Order Management
application should support repackaging of the purchased offers into alternate product offering
(may require sales/contract negotiation). Customer Order Management applications typically
serve all the customer touch points / channels, including call center, retail, self-service, dealers,
affiliates, etc. The order may be initiated by any channel and visible to the other channels if
needed.
Functions
Customer Self Management

Overview
Customer self empowered applications provide an internet technology driven interface to the
customer to undertake a variety of business functions directly for themselves. These
applications interact to provide fully automated service or assisted service over various
customers touch points. Although customer self management applications primarily trigger
functionality defined in the rest of the CRM, Service Management and Resource Management
applications, they should also contain functionality specific to customer self empowerment. As
service providers shift to multidimensional services, new business realities require self-service
systems to support the following criteria:
• One-and-done fulfillment across service portfolio (cf. Order Management Applications)
• Multi-disciplinary customer service (cf. Customer Service / Account Problem resolution
applications)
• Sync multi-channel interoperability
• Total convergent self directed billing (view/pay/dispute all) (cf. Front Office Customer Billing
Management applications)
• Reconciliation interoperability
• Personalization and usability
• Visualization of SLAs across subscribed services (cf. Customer Service / Account Problem
resolution applications)
• Portfolio driven guided selling (cf. Product Catalogue, Product Lifecycle Management
applications)
• Leveraging the 360 degree customer view (cf. Customer Information Management Application)
Customer self management applications enable service providers to increase profitability across
the organization by optimizing the customer experience and maximizing the efficiency of
business operations through:
• Rapid order-to-activation mechanism across service portfolio
• Commodity like enablement for telecom services (rapid introduction& easy amendment& cross
bundling)
• Universal platform supporting multiple users (consumers& business& dealers) and multiple
LOBs (wire line& wireless& IPTV) though single point of contact
• Reducing costs through operating efficiencies
These operations expect to gain more customer loyalty, service stickiness and ARPU for the
service provider. A primary factor for increasing ARPU through self empowered systems is high
usability. High usability requires channel agnostic consistency and seamless customer
experience leveraging functionality that is driven from sporadic backend systems. For that, self
empowered systems should provide integration readiness through several vehicles:
• Pre-integrated self-service system including stand-alone web framework or integration front

end with a portal engine
• Self services layer exposing atomic Webservices/APIs for reuse by multiple systems across
the architectural environment
• Portlets driven connectivity exposing data and services interoperability through a portal engine
or web application.
Typically, the portal to the customer is via a web-based interface. Customer self care is
increasingly popular with both customers and operators as it usually provides access to
information 24 hours a day, 7 days a week and does not have the frustration of waiting for a free
call agent. Customer self-care systems can take a number of forms from a controlled ‘secure
window’ application into the underlying OSS systems used internally by the operator for the
customer to view and pay his invoices to a complete portal where the customer can manage his
entire relationship with the operator. Customer Self Management applications need to provide a
level of security to protect both the customer’s data and the integrity of the underlying systems.
They should also be capable of providing single sign on capabilities to access Business and
Operational Support Systems.
Functions
Customer Insight Management

Overview
Customer Insight Management enables Service Providers to leverage customer insight gained
from customer transactions, interactions and activities with the Service Provider to treat the
customer in a personalized manner and provide a unique customer experience. Customer
Insight gained can be applied to many domains pertaining to customer experience such as
customer service, cross/up-sell, retention, etc. Although Customer Insight Management builds
upon traditional business intelligence and analytics for customer transactions and interactions, it
is unique as it provides real-time customer treatment for various aspects to provide relevant,
timely, and personalized actions.
Functions
Customer Service Representative Toolbox


Overview
Customer Service Representatives (CSRs) play critical roles in shaping the customer
experience. CSRs are increasingly expected to drive not just service and satisfaction, but
revenue opportunities through customer interactions, as well as handle interactions across
multiple channels – email, web chat or phone. CSRs need the right information at the right time,
every time, to handle interactions quickly and effectively. CSRs must be empowered with the
tools necessary to efficiently and effectively handle every interaction the right way, in a
personalized manner.
The CSR toolbox addresses this need for rich interactions with the customer, comprising of
applications from the Fulfillment, Assurance and Billing domains. The CSR toolbox provides
additional functionality in a common look and feel across the applications – and is not simply a
convoluted assembly of applications and processes across siloed systems.
The CSR toolbox is optimized to the CSR’s needs& the user interface and controls provide easy
access to key customer information whenever needed. It integrates all of the disparate, siloed
applications the CSR needs to work with. It delivers real time, always-in-context guidance to the
CSR during an interaction, as well as navigates the CSR through business processes as they
move field by field across different systems and interaction steps.
Functions
CSR Conversational scripting
Conversational scripting – Displays recommended text and scripting to guide agents in
specific conversations/dialogue tailored to each customer interaction. Also provides branching
based on customer answers.
CSR guidance
CSR guidance – Complementary to in-context, configurable navigation, CSR guidance
intelligently guides the CSR through the interaction. Guidance can span any subject—cross-sell,
up-sell, retention, service and support, quality or training
CSR In-Context, configurable, workflow-driven navigation
In-Context, configurable, workflow-driven navigation – Through means such as
configurable business processes, automatically drives the CSR workflow and screen navigation
according to the context of the customer interaction and other customer profile information
across all applications used.
CSR toolbox Centralized data entry
Centralized data entry – Updates information in one system and automatically updates
all other systems (if there is a need to overcome data duplication).
CSR toolbox Embedded actions
Embedded actions – Embedding desktop controls with APIs or service calls to other
systems as a means to process activities such as invoice generation, device activation, and
other back-office activities.
CSR Toolbox Single sign-on
Single sign-on – Provides single sign-on across applications in the toolbox.
Customer information dashboard

Customer information dashboard – Displays relevant customer information, such as

name, account and lifetime value on a persistent customer dashboard.
Launch in-context Common Actions
Launch in-context Common Actions – Configurable, short-cut buttons that launch key
applications and functions for streamlining actions a CSR commonly performs. (e.g. create a
case, prepare an order, update an address)
Customer Problem Management

Overview
The purpose of Customer Problem Management is to manage problems reported by customers,
resolving these problems to the customer’s satisfaction, and providing meaningful status on the
issue as needed to the customer.
Customer problems can include:
• General questions on products purchased and being used by the customer

• Problems with products already purchased and being used by the customer either due to lack
of education or service/network problems.
•Problems with a material purchase from the service provider, even if they do not have an
account with the said service provider.
•General inquiries, complaints, and commendations.
Note: A customer problem may or may not result in a billing adjustment. Billing related issues
are handled via Billing Inquiry, Dispute & Adjustment Management, See Case Management for
more information.
Functions
Receivables Management
Overview
The purpose of this application is to automate and manage the processing of financial
transactions affecting the customer's financial account. Furthermore, this process is meant to
match these transactions with the services/invoices delivered to this customer. This is a legal
requirement in some countries e.g. as required by the Sarbanes-Oxley Act in the USA.
Functions
Billing Inquiry, Dispute & Adjustment Management


Overview
This is a front-end application for managing billing inquiries, disputes, and adjustments. Billing
inquiries are provided by Bill Calculation. Open dispute cases can be handled by Case
Management system or internally. The financial activities are performed by Receivables
Management.
Functions
Bill Format / Render

Overview
Bill Format / Render formats the invoice and/or statement based on specified options, and then
makes it available in appropriate media types. Example outputs can include paper, electronic,
DVD, etc. See Transactional Document Production for more information.
Functions
Billing Account Management

Overview
The purpose of Billing Account Management is to provide functionality necessary to establish
and modify a customer's billing account. This includes configuration of the account as well as
management of account associations.
Functions
Collection Management
Overview
The Collections Management application provides necessary functionality to manage customer
accounts where there is an outstanding balance. It allows handling of each account individually,
based on customer value and financial history using configurable policies. The collection
management application supports the collection lifecycle activities including: collection decision
making, selection of collection policy, collection execution - automating the collection treatment
flow, monitoring the collection process and collection settlement negotiation. The collection
application keeps track of collection status and history. The collections treatment flow can
perform a number of activities including issuance of treatment notices and collection letters.
Functions

Bill Calculation
Overview
The Bill Calculation application processes all charges against an account during bill cycles. Bill
Calculation can be executed both on a cyclic basis and on demand. It performs bill invoicing,
dealing with bill compilation of charges, credits, payments, adjustments, fees & taxes at various
levels, such as product and/or account level that have been generated since the last run for that
account. It could apply discounts. Finally, Bill Calculation Management calculates bill totals and
subtotals as appropriate. The pricing plans and discounts are determined based on the
agreements for the invoiced customer or account.
Functions
Apply pricing and discounting
Apply pricing and discounting rules and algorithms in the context of the assembled
information.
Billing Financial transaction creation
Create appropriate transactions regarding the current invoice for Receivables
Management
Calculate Bill-time Fee
Calculates and applies bill-time fees where necessary
Split Bill Distribution
Performing charge and event distribution to support a split bill
Case Management
Overview
Case Management applications manage the end to end lifecycle of a case. Cases and Case
Management could apply to any area of assurance, billing, or fulfillment, but presumably reside
in the customer layer. More specifically, Case Management could apply to customer problems
(service affecting or not), bill inquiries, disputes, or areas of ordering if so implemented by the
service provider.
Given Case Management must manage the lifecycle of a case, there must be a means to define
and configure different types of cases along with the workflow to execute the various types of
cases through their respective lifecycles. There must also be the capability to analyze and
correlate cases as well as report on the various cases open at any given time, and archive the
cases once closed. Note: The presentation layer for these applications will be found elsewhere
(Self Service, CSR Toolbox, etc.).
Functions

Customer SLA Management

Overview
Customer SLA Management applications include the required functionality to assure that SLA
agreements made between operators and customers are met. This includes processing
measurements made elsewhere and checking the measurements and taking appropriate
actions when the specified agreements are not met. Note: Customers can include partners and
3rd party providers.
Functions
Charge Calculation and Balance Management

Overview
The Charge Calculation and Balance Management applications are responsible for calculating
customer specific charges and discounts and management of balances. These support both
real-time and batch processing modes of operation.
Functions
Billing Events Management

Overview
Billing Event Management encompasses Billing Event Processing and Billing Event Error
Management.
Billing Event Processing provides the functions necessary to collect events that are relevant for
billing processes, relate them to the proper product offering or customer account, and direct the
events to the appropriate billing sub-functions. Billing events include:
• Events that indicate the need for periodic billing of a recurring product charge (from customer
orders).
• Records that indicate the need for billing of a non-recurring charge (from customer orders).
• Records produced by network elements (from usage management). Usage Management will
collect and distribute the network records that will be used in the Billing processes to Billing
Event Management.
Billing Event Error Management functions are a complex set of activities related to
automating the processes of correcting errors in billing events. This often includes the capability
to apply mass corrections.
Functions

Customer Loyalty Management

Overview
Customer Loyalty Management applications are responsible for the management of the
customer loyalty programs. This includes administration of the general program, prize
management including management of prize partners, as well as loyalty balance management.
Functions
Customer & Network Care

Overview
The Customer and Network Care domain supports all tools, technology and services that enable
a Service Provider and affiliate Care organizations to support customer inquiries and requests.
The domain encompasses Billing, Assurance, Ordering and Provisioning domains related
inquiries/issues.
This domain supports voice, chat, email, postal mail, and faxes. eService is noted but is
addressed in a separate domain. The domain supports all operational tools used by the
customer service / work center community including desktops and associated user interfaces.
The domain also supports back-office operations as well as center management.
Functions
Privacy Dashboard
Overview
The Privacy Manager application is used to manage all aspects of the privacy of Data Subjects
(End users), from the creation of Privacy Profile Types, their management, to the display of
Privacy Profiles and provide functionalities for their modification and evolution. The Privacy
Manager provides features depending on authorization and consequently roles of users:
-Administrators: the administrators are in charge of the definition of the Privacy policy and
consequently the creation of the Privacy Profile Type, the maintenance, evolution, depending on
the ability of underlying components that handles Personally Identifiable Information (PII).
-Customer support: the customer support is in charge of the performing some operation on
Privacy Profile on behalf of end-user.
-End-user (Data Subject Party): the end-user is able to view its Privacy Profile, the value of
Privacy Profile attributes, and manage it.
Functions


5.1 Customer Information Management
Figure 11. 5.1 Customer Information Management
Customer Information Management

Overview
Customer Information Management ensures the delivery of a consistent, accurate and complete
customer view to operational and analytical touch-points across the service provider enterprise,
thus enabling the optimization of key business processes and the leverage of new revenue
opportunities. Customer information is typically scattered across mixed environment with
fragmented, isolated customer data which needs to be consolidated, directly or using data
federation. A Customer Information Management application, using context sensitive business
logic, synchronizes customer information across all of service provider systems and reconciles
customer data inconsistencies. Customer Information Management traditionally lies within the
boundaries of Master Data Management (MDM); however, it is not mandatory.
Functions
Customer Hierarchy & Group Management

Overview
Customer Hierarchy & Group Management provides the necessary functionality to manage the
customer hierarchy for both business and residential type customers.
Functions
Customer Relationship, Hierarchy and Group Management
The Customer Hierarchy and Group Management component stores the customer
hierarchy and/or groups such as company, relationships and household structures.
Manages complex customer relationships such as an individual who performs multiple roles, or
hierarchies such as complex Corporate structures. This function should be able to deal with
several levels of complexity from single service accounts to multinational corporations.
Hierarchies are defined by an account type and its relationships with parent and child accounts.
Customer Profile Management

Overview
Customer Profile Management applications provide the necessary functionality to manage
customer preferences and customer details.
Functions
Customer Details Management
Managing customer details - E.g. name, contact persons for this customer, account
managers for this customer, addresses (residence, billing, service address, etc.), contact phone
numbers (landline, mobile, fax, etc.)
Customer Preferences Management
Managing Customer Preferences - including customer proprietary information
preferences (CPNI), email versus US Mail, how to be contacted (based on type of
communication), web look and feel, do not solicit me. Personalization allows delivery of services
that more closely match the customer's need.
Customer Profile Inquiries
Providing Customer Profile Information to any process that needs access to it
Customer Credit Management

Overview
Customer Credit Management applications provide the necessary functionality to manage
information about the customer’s credit as well as a means to provide a credit check.
Functions
Customer Credit Management
Customer Credit Management looks at the credit of the customer, considering the
payment history with the service provider as well as the credit scores with external credit
agencies.
Customer Credit Risk Management
Customer risk analysis is based on information collected from all processes and that
consistent risk assessment is used across the Enterprise
It includes also detection of the outstanding payment risks, for a new customer or during a new
order for example, with:

• Definition of the class "bad debtors”,

• Analysis of the profiles of bad debtor behaviors.
Customer Interaction Collection & Storage

Overview
Customer Interaction Collection & Storage provides the necessary functionality to record all
interactions with the customer from all channels.
Functions
Communication collection & storage
The collection & storage of all contact events with the customer via all channels whether
unassisted (self-service, retail kiosk) or assisted (call center, retail store). All types of
interactions, including interaction history order history, trouble ticket history, billing collection
history, case management, etc...
The Store of any communications in any current or future form including Fax, IVR, email, Page,
text, online chat, social media and postal mail.
The storage of all inbound and outbound interactions with the customer.
Customer Subscription Management

Overview
Customer Subscription Management provides the functionality necessary to store and make
available the products and services presently being used by the customer.
Functions
Customer Subscription repository
Customer Subscription repository provides the functionality necessary to store and make
available the products and services presently being used by the customer.

5.2 Transactional Document Production
Figure 12. 5.2 Transactional Document Production
Transactional Document Production

Overview
Transactional Document Production applications can be used in the telecommunications
activities that require bills, invoices, letters and statements to be created for subscribers. It can
be deployed by any organization that provides these services.
Transactional Document Production applications can process numeric, text and image content
into print-ready and web-ready streams that can be reproduced using a predefined template on
a variety of media. For instance, telecommunications companies can process data from a billing
system into standard industry print streams to produce paper bills.
Functions
Transactional Document Formatter

Overview
Transactional Document Formatter is used to develop a transactional document such as a bill or
letter by specifying the format template, the data input source specification, and the associated
runtime rules that ties the data input to the format template.
Functions
Bills and Letter Template Formatting
Develop and maintain the bill or letter template
transactional Document Input Binding Rules to Template
Define the binding rules between the input data and the template format
Transactional Document Input Data Source Definition

Define the data input source specification for run time production
Transactional Document Template Resource Definition
Define and maintain resources (font, colors, images and language) for the template
Transactional Document Template Usage Business Rules
Develop and maintain business rules for the template usage
Transactional Document Generator

Overview
Transactional Document Generator processes extract files provided by other modules (typically
Billing) to produce an intermediate data format.
Functions
Transactional Document Information Formatting
Formats document information in the customer selected or default format
Transactional Document Legend Formatting
Formats section legends (summary, call detail, etc.) based on regulatory requirements.
Transactional Document Marketing Information Incorporation
Incorporates marketing messages in the documents
Transactional Document Multiple account statement generation
Aggregates multiple accounts, and generates an appropriate invoice/billing statement (if
a billing statement).
Transactional Document Regional Requirements appliance
Displays tax id numbers and other legally mandated information in accordance with
region specific requirements
Transactional document Send function
Sends data to downstream interfaces, such as finance, warehouse, etc.
Document Delivery
Overview
Document Delivery is the final runtime executable that creates the desired print, web, PDF, XML
or ASCII print files from the document production engine.
Functions
Transactional Document Delivery

Make transactional documents available via paper, CD-ROM, DVD, EDI, electronic, etc.,
as specified by the customer.
Document Archiving
Overview
Document Archiving is used to store compressed transactional document for future retrieval e.g.
by customer care, self care or reprint.
Functions
Archive maintenance and administrative functions
Archive maintenance and administrative functions. Typical documents are stored online
for short periods. Maintenance implies offloading to external storage depending on retention
periods.
Archived Data Retrieval mechanisms
Retrieval mechanisms for external systems. External systems can be customer care,
self care or offline storage systems.
Archiving, compression and storage of transactional document data
Document Archive compression and storage of transactional document data

5.3 Customer Order Management
Figure 13. 5.3 Customer Order Management
Customer Order Management

Overview
Customer Order Management applications manage the end to end lifecycle of a customer
request for products. This includes order establishment (step guiding, data collection and
validation), order publication as well as order orchestration and overall lifecycle management. A
customer request may also pertain to already purchased product(s). Thus, the Customer Order
Management application handles order requests to suspend, resume, change ownership,
amend, add, change and discontinue existing ordered products. Customer Order Management
application should support repackaging of the purchased offers into alternate product offering
(may require sales/contract negotiation). Customer Order Management applications typically
serve all the customer touch points / channels, including call center, retail, self-service, dealers,
affiliates, etc. The order may be initiated by any channel and visible to the other channels if
needed.
Functions
Customer Order Establishment

Overview
Customer Order Establishment applications provide the necessary functionality to establish a
valid customer order.
Functions
Channel guidance and data capture

Channel Guidance and Data Capture leads the specific channel front ending application
with the captured information required. For each information element it can provide a list of valid
options to select from (e.g. list of products available for the customer, list of options to select
from a product). Finally, it receives the captured information and publishes it.
Customer Order Completion
The Customer Order Completion function enables completion and finalization the
Customer Order with collection of Customer Data or installed base data according to the
Catalog. It allows to complete the configuration element not necessary for the quotation. The
complements could also concern links with actors, dates, address, billing account.
Customer Order Eligibility
The Customer Order Commercial Eligibility function validates that the Offer & products
specified on the Customer Order, are available and feasible from a commercial and functional
point of view.
It includes:
• Commercial Eligibility with commercial compatibility with the already customer installed Offers
• Functional Eligibility with functional compatibility with the already customer installed Products.
• Customer Credit Eligibility check, considering the payment history and the credit scores for a
Customer, only the predictive credit score for a Prospective Customer. ”
The technical feasibility is covered by the Service Availability function.
Customer Order Validation
Customer Order Validation Function ensures that the qualified order is valid in any
moment of order lifecycle, usually as data become available. Validation ensures early fallout
which is less costly than encountering errors in later stages of order handling.
Offer and Product Configuration
The Offer and Product Configuration function enables the configuration of the
commercial offer chosen by the customer.
The configuration recovers the choice of an option, the choice of the functions values ...
It can be based on product configurator using a rule engine.
It can be used at the same time by Selling, Order Establishment or Develop Sales Proposal
Business activities.

Overview
Customer Order Validation is, like enrichment, widespread ordering functionality, that checks
the validity of the order.
Functions

Customer Order Orchestration

Overview
Customer Order Orchestration applications provide workflow and orchestration for the Customer
Order Management area.
Functions
Customer Order Orchestration
The Customer Order Orchestration function provides workflow and orchestration
capabilities at the Product Order Item level for a dedicated Customer Order.
Orchestration can take into account:
- constraints between Product Order Items inside the Customer Order, or successive Customer
Orders including modification or cancellation (in-flight changes)
- any type of business rules based on information even external to the Customer Order. For
example: high level of priority for VIP customers
- Triggering of exception process or delivery planning update, depending on Customer Order or
Service Order events.
Retro-active order orchestration
Submission of a retro-active order with a past effective date (e.g. retroactive price plan
change) and the handling of manual intervention requests (for order fallouts).
Customer Order Tracking & Management

Overview
Customer Order Tracking & Management provides the functionality necessary to track and
manage the distributed requests decomposed by Customer Order Distribution.
Functions
Customer Order Tracking & Management
Customer Order Tracking & Management provides the functionality necessary to track
and manage the distributed requests decomposed by Customer Order Distribution. This
capability needs to be provided in both an ability to query in real time as well as a
publish/subscribe mechanism to enable the use of the information wherever required.
Customer Order Lifecycle Management

Overview

Customer Order Lifecycle Management provides the functionality necessary to track and
manage a Customer Order from establishment to cancellation.
Functions
Centralized Ordering Rules management
Centralized business rules for ordering (eligibility, compatibility).
Customer order cancelation
Customer Order Cancelation can optionally support Cancel for order completed by
Service Order Management (this capability is dependent on the Service Order Management
system’s ability to roll back service provisioning).
Customer order change management
Order Change Management – Amend pending order resulted from customer change
requests or provisioning system limitation, revalidate the order. Including
Govern Ordering Activity
Govern the control of the order amongst the ordering channels. This allows keeping the
order data consistency, sharing the order data among order application channels and
alternating the control between them.
Maintain customer order versioning
Order Versioning Maintenance - Maintain order versioning including Tracking & Logging
of the changes made to a purchased product.
Maintain pending customer orders
Maintain pending orders - Save the order/quote for future processing (in case the
customer is not sure they want to go through with the order at this point)
Customer Order Enrichment

Overview
Customer Order Enrichment application enables acquiring the missing parts of the order
information.
Functions
Customer Order data calculation from existing data
Application function to calculate missing order data values on-the-fly from existing data
and ordering rules.
Customer Order data enrichment from external systems
Application function to acquire missing order data from external 3rd party systems (like
country's common address or credit check system).
Customer Order data enrichment from internal systems
Application function to acquire missing order data from surrounding systems (often
values taken from catalogs and inventories, billing, fraud, etc.)

Customer Order Acceptance

Overview
The Customer Order Acceptance application issues valid and complete customer orders.
Functions
Customer Order search and presentation
The Customer Order Search and Presentation function makes the customer orders
available to other applications.
Customer Order Storage
The Customer Order Storage function stores the valid and complete customer orders
into an appropriate data storage.
Customer Order Rules Management

Overview
Customer Order Rules Management application is responsible for the management of rules
used in order validations, enrichment or any dynamic, decision-based action.
Functions
Customer Order Rules configuration
Customer Order Rules Configuration function. In addition to Product Catalog rules (like
cross/up sell rules, compatibility rules, eligibility rules, address/service availability rules, etc.)
some specific types of rules must be available for all decision-based actions on customer order.
These rules could be: customer fraud check, decomposition rules, priority rules, order
duplication prevention rules, complex rules involving multi-system checks, etc.
Customer Order Rules search and presentation
Customer Order Rules Search and Presentation function makes the Customer Order
Rules available to customer order related applications.
Customer Order Workflow Management

Overview
Customer Order Workflow Management encompasses the order item and work item
decomposition as well as Customer Order Orchestration Plan Creation.
Functions
Customer Order Item Decomposition

Customer Order Item Decomposition prepares the customer order structure for
breakdown into customer order items.
Customer Order Orchestration Plan Creation.
Customer Order Orchestration Plan Creation makes an orchestration plan out of the set
of customer order work items.
Customer Order Work Item Decomposition
Customer Order Work Item Decomposition decomposes customer order items into a set

5.3.1 Customer Order Establishment
Figure 14. 5.3.1 Customer Order Establishment
Customer Order Establishment

Overview
Customer Order Establishment applications provide the necessary functionality to establish a
valid customer order.
Functions
Channel guidance and data capture
Channel Guidance and Data Capture leads the specific channel front ending application
with the captured information required. For each information element it can provide a list of valid
options to select from (e.g. list of products available for the customer, list of options to select
from a product). Finally, it receives the captured information and publishes it.
Customer Order Completion
The Customer Order Completion function enables completion and finalization the
Customer Order with collection of Customer Data or installed base data according to the
Catalog. It allows to complete the configuration element not necessary for the quotation. The
complements could also concern links with actors, dates, address, billing account.
Customer Order Eligibility
The Customer Order Commercial Eligibility function validates that the Offer & products
specified on the Customer Order, are available and feasible from a commercial and functional
point of view.
It includes:
• Commercial Eligibility with commercial compatibility with the already customer installed Offers
• Functional Eligibility with functional compatibility with the already customer installed Products.
• Customer Credit Eligibility check, considering the payment history and the credit scores for a
Customer, only the predictive credit score for a Prospective Customer. ”
The technical feasibility is covered by the Service Availability function.

Offer and Product Configuration
The Offer and Product Configuration function enables the configuration of the
commercial offer chosen by the customer.
The configuration recovers the choice of an option, the choice of the functions values ...
It can be based on product configurator using a rule engine.
It can be used at the same time by Selling, Order Establishment or Develop Sales Proposal
Business activities.
Channel Guidance and Data Capture

Overview
Channel Guidance and Data Capture leads the specific channel front ending application with the
captured information required. For each information element it can provide a list of valid options
to select from (e.g. list of products available for the customer, list of options to select from a
product). Finally, it receives the captured information and publishes it.
Functions
Channel Captured Order reception
Capture channel information – receive the captured Customer Order data from the
channel. Take care of persistence using Customer Order Lifecycle Management. Including
ordered product versioning
Channel Customer registration
Customer registration – register a new customer if this is a new customer (using
Customer Information Management).
Channel Customer search
Customer search - search the existing customer base using various criteria (name,
address, subscriber number, equipment id, billing account number, etc.) and find the customer
record to add the order (using Customer Information Management).
Channel Guided Data Collection
Step guided collection – guide the channel with the specific information items to be
collected (e.g. customer identification, required product / order and the pertinent data for the
order). Including Validation guidance – for each information element, may provide set of valid
input
Product catalog browsing
Product catalog browsing – identify products available for purchase by a given customer,
provide relevant information (e.g. cost, requirements, configurable attributes) to the customer.
This information will be used in the step guidance.
Customer and Product Data Collection

Overview
Customer and Product Data Collection applications provide the means to gather additional
customer and product data needed as part of Customer Order Establishment
Functions
Customer and Product Data Collection to aid in verification and issuance of a complete
and valid customer order.
Handle inter product dependency
Identifies product dependency, binds new order to purchased product or point to the
dependent product required
Offering Availability
Overview
Offering Availability apply business rules to determine what offerings are available at the
customer location.
Functions
Customer Product & Service Subscription Check
Checks what the customer presently has as part of what can be further provided to the
customer including bundling, product eligibility, etc.
Marketed Product Check
Check products marketed by the service provider in a customer area.
Product Availability Area Check
Check products availability in the customer area
Service Feasibility Check
Based on the customer service location, service feasibility checks are
done to assure the offering can be provided to the customer. This
implies that the customer location is clearly established. Service feasibility
checks are conducted via contract with the Service Order Management
application.

Overview

Customer Order Validation is, like enrichment, widespread ordering functionality, that checks
the validity of the order.
Functions

5.3.1.2 Customer and Product Data

Collection
Figure 15. 5.3.1.2 Customer and Product Data Collection

Overview
Customer and Product Data Collection applications provide the means to gather additional
customer and product data needed as part of Customer Order Establishment
Functions
Customer and Product Data Collection to aid in verification and issuance of a complete
and valid customer order.
Handle inter product dependency
Identifies product dependency, binds new order to purchased product or point to the
dependent product required
Customer Order Capture

Application Identifier: 5.3.1.2.1
Overview
The Customer Order Capture function registers the orders independently of the sales channel
used (internal distribution such as Telco Points of Sales, Outsourcer, external distribution such
as Dealer, Reseller…, Telco Call Centers, Customer Self-Service, or the medium used (face-to-
face, phone, Web/Wap, email, mail/ fax…). It can concern a new commercial offer order (for a
new or an existing customer), the update of installed offer, products or the termination of some
installed offers or products…

Functions
Offer Configuration
Overview
The Offer configuration function enables the configuration of the commercial offer chosen by
the customer. The configuration verifies the technical / functional / commercial pre-requisites,
compatibility constraints of this offer against the customer Installed Products. This function
invokes a network function in order to check the technical feasibility and resource availability.
Functions
Enable and verify Offer to Customer
The Offer enable and verification enables the configuration of the commercial offer
chosen by the customer.
The configuration verifies the technical / functional / commercial pre-requisites

5.3.11 Customer Order Workflow

Management
Figure 16. 5.3.11 Customer Order Workflow Management
Customer Order Workflow Management

Overview
Customer Order Workflow Management encompasses the order item and work item
decomposition as well as Customer Order Orchestration Plan Creation.
Functions
Customer Order Item Decomposition prepares the customer order structure for
breakdown into customer order items.
Customer Order Orchestration Plan Creation.
Customer Order Orchestration Plan Creation makes an orchestration plan out of the set
Customer Order Work Item Decomposition decomposes customer order items into a set

Overview
Customer Order Item Decomposition prepares the customer order structure for breakdown into
customer order items.

Functions

Overview
Customer Order Work Item Decomposition decomposes customer order items into a set of
customer order work items.
Functions
Customer Order Orchestration Plan Creation

Overview
Customer Order Orchestration Plan Creation makes an orchestration plan out of the set of
customer order work items.
Functions

5.4 Customer Self Management
Figure 17. 5.4 Customer Self Management
Customer Self Management

Overview
Customer self empowered applications provide an internet technology driven interface to the
customer to undertake a variety of business functions directly for themselves. These
applications interact to provide fully automated service or assisted service over various
customers touch points. Although customer self management applications primarily trigger
functionality defined in the rest of the CRM, Service Management and Resource Management
applications, they should also contain functionality specific to customer self empowerment. As
service providers shift to multidimensional services, new business realities require self-service
systems to support the following criteria:
• One-and-done fulfillment across service portfolio (cf. Order Management Applications)
• Multi-disciplinary customer service (cf. Customer Service / Account Problem resolution
applications)
• Sync multi-channel interoperability
• Total convergent self directed billing (view/pay/dispute all) (cf. Front Office Customer Billing
Management applications)
• Reconciliation interoperability
• Personalization and usability
• Visualization of SLAs across subscribed services (cf. Customer Service / Account Problem
resolution applications)
• Portfolio driven guided selling (cf. Product Catalogue, Product Lifecycle Management
applications)
• Leveraging the 360 degree customer view (cf. Customer Information Management Application)
Customer self management applications enable service providers to increase profitability across
the organization by optimizing the customer experience and maximizing the efficiency of
business operations through:

• Rapid order-to-activation mechanism across service portfolio

• Commodity like enablement for telecom services (rapid introduction& easy amendment& cross
bundling)
• Universal platform supporting multiple users (consumers& business& dealers) and multiple
LOBs (wire line& wireless& IPTV) though single point of contact
• Reducing costs through operating efficiencies
These operations expect to gain more customer loyalty, service stickiness and ARPU for the
service provider. A primary factor for increasing ARPU through self empowered systems is high
usability. High usability requires channel agnostic consistency and seamless customer
experience leveraging functionality that is driven from sporadic backend systems. For that, self
empowered systems should provide integration readiness through several vehicles:
• Pre-integrated self-service system including stand-alone web framework or integration front

end with a portal engine
• Self services layer exposing atomic Webservices/APIs for reuse by multiple systems across
the architectural environment
• Portlets driven connectivity exposing data and services interoperability through a portal engine
or web application.
Typically, the portal to the customer is via a web-based interface. Customer self care is
increasingly popular with both customers and operators as it usually provides access to
information 24 hours a day, 7 days a week and does not have the frustration of waiting for a free
call agent. Customer self-care systems can take a number of forms from a controlled ‘secure
window’ application into the underlying OSS systems used internally by the operator for the
customer to view and pay his invoices to a complete portal where the customer can manage his
entire relationship with the operator. Customer Self Management applications need to provide a
level of security to protect both the customer’s data and the integrity of the underlying systems.
They should also be capable of providing single sign on capabilities to access Business and
Operational Support Systems.
Functions
Customer Self Empowered Fulfillment

Overview
Customer self empowered fulfillment applications provide an internet technology driven interface
to the customer to undertake a variety of fulfillment functions directly for themselves. These
applications interact to provide fully automated service or assisted service overall customer self
management touch points. These applications tend enable rapid order-to-activation while
reducing operating costs through improved efficiency and integrated flow-through-fulfillment.
Today’s communications products and services carry commodity oriented attributes requiring
easy activation, amendment and consumption, rapid and comprehensive introduction to
customers while bringing together customer consumption interests and service provider’s
business interests in a seamless and consistent manner.
It is assumed that the user is not as savvy as the employee at the call center. The customer
experience should support a simple flow that capitalizes from the advanced application flows
defined by the order management applications (cf. Order Management Applications).
Functions
Assigned products maintenance
Assigned products maintenance. At product level, it permits to define and update:
- product characteristics
- links with the related service or resource (handsets, SIM cards, ...) needed to deliver the
product, ...
Business customer self-service of Eligibility
Eligibility management for the business customer admin self empowered fulfillment
function provide an internet technology driven interface for the customer to administrate the
product eligibility for their own customer hierarchy
Corporate self-service Equipment management
Equipment management (allocation; activation) corporate customer self empowered
fulfillment function provides an internet technology driven interface for the customer to
undertake management of corporate customer equipment.
Corporate self-service Mass changes
Corporate self-service Mass changes (activation; configuration). Empowered fulfillment
function provides an internet technology driven interface for the customer to undertake mass
changes of configurations and activations.
Customer hierarchy driven self-service ordering
Customer Hierarchy driven order corporate customer self empowered fulfillment function
provide an internet technology driven interface for the customer to undertake ordering based on
customer hierarchy.
Guided selling driven view for offer eligibility
Guided sales view for offer eligibility customer self empowered fulfillment function
providing an internet technology driven interface for the customer to undertake guided self-
service product selection.
Rate plan amendment Self Service
customer self empowered Rate plans amendment function provide an internet
technology driven interface to the customer to undertake an amendment of existing Rate plans
(Products).
Self-service Access to Call center agents
Access to Call center agents Customer self empowered fulfillment function provide an
internet technology driven interface for the customer to undertake a variety of fulfillment
functions directly for themselves.
Self-service Account creation for anonymous user
Account creation for anonymous user Customer self empowered fulfillment function
provide an internet technology driven interface for the customer to create an account
Self Service Bulk ordering

Bulk Ordering corporate customer self empowered fulfillment function provide an internet
technology driven interface for the customer to undertake a bulk ordering.
Self-service Check Availability
Check availability customer self empowered fulfillment function provide an internet
technology driven interface for the customer to undertake a check product availability.
Self-service Check Compatibility
Check compatibility customer self empowered fulfillment function provide an internet
technology driven interface for the customer to check product compatibility.
Self Service Check Eligibility
Check eligibility customer self empowered fulfillment function provide an internet
technology driven interface for the customer to undertake an eligibility check for products.
Self Service customer SLA preferences capture
Customer SLA preferences capture customer self empowered fulfillment function.
Self Service Installation preferences capture
Customer self empowered fulfillment function provide an internet technology driven
interface for the customer to undertake Installation preferences capture.
Self Service Knowledge Management Access
Self Service access to Knowledge Management database & solutions to common
problems
Self Service Order Status Enquiry
Order status customer self empowered fulfillment function provide an internet technology
driven interface for the customer to undertake Order status enquiry.
Self Service Product catalogue and Offerings browsing
Product Catalog and offerings browsing customer self empowered fulfillment function
provide an internet technology driven interface for the customer to undertake selected Product
Catalog Browsing.
Self Service Quote Price information
Quote prize customer self empowered fulfillment function provide an internet technology
driven interface for the customer to get Quotation price
Self Service Reports on fulfillment and SLA aspects
Self-service access to Reports on fulfillment and SLA aspects.
Self Service Shopping cart driven order management
Shopping cart driven order management customer self empowered fulfillment function
provide an internet technology driven interface to the customer to undertake self-service
purchase.
Customer Self Empowered Assurance


Overview
Customer self empowered assurance applications provide an internet technology driven
interface to the customer to undertake a variety of assurance functions directly for themselves.
These applications interact to provide fully automated service or assisted service over
customers touch points. These applications create enablement for customers to assure the
service level that they benefit from their service provider.
Functions
Access to call center agents
Access to applications for interaction to provide fully automated service or assisted
service over customers touch points. These applications create enablement for customers to
assure the service level that they benefit from their service provider. • Account management -
Account management (such as contact attributes)
• Self registration to online services
• Service requests management:
• Service request submission
• Service request amendment
• Service request closure
• Users management
• Alerts and notifications setting
• Address book management
• Access to Knowledge Management database & solutions to common problems
• Service Requests and SLA Reporting - Reports on service requests and SLA across services
Customer Self Empowered Billing

Overview
Customer self empowered billing applications provide an internet technology driven interface to
the customer to undertake a variety of billing functions directly for themselves. These
applications interact to provide fully automated service or assisted service over customers touch
points. Customer self empowered billing applications enable the service providers cost
reduction through the following operational efficiencies:
• Replacing paper bills with paperless bills
• Converging the multi- disciplinary billing operations
• Deflecting bill queries calls from the contact center to the web
• Automating the dispute resolution process
• Reducing days sales outstanding (DSO)
• Reducing requests for bill prints
• Reduction in professional personnel providing analytics for business customers
• Reduction in interest loss due to delayed payments
Functions
Corporate Customer Billing approval process
Customer self empowered billing functions provide an internet technology driven
interface to the customer to undertake a variety of billing functions directly for themselves.
Additional feature for Corporate customers organizational hierarchy billing approval.

Corporate Customer Cost center self-service analysis

interface to the customer to undertake a variety of billing functions directly for themselves. E.g.
Cost center analysis for corporate customers
Corporate Customer hierarchies driven billing self service
Customer hierarchies driven billing operations for corporate customers
Corporate Customers Organizational reports on usage and charges
Organizational reports on usage and charges for corporate customers
Self Service Bill view
Bill view
Self Service Calls assignment for classification of usage
Calls assignment for classification of usage
Self Service Dispute capture and resolution
Dispute capture and resolution access to the Dispute Management
Self Service Payment
Payment capture
Self Service Penalties view
Penalties View
Self Service Reports on usage and charges
web based reports for (historical) usage and charges.
Self Service Split statement
Split statement for demarcation between calls
Self Service Unbilled charges view

Unbilled charges view
Self Service Usage and charges comparison
Usage and charges comparison
Self Service Usage view
Usage view including address book driven usage view

5.5 Customer Insight Management
Figure 18. 5.5 Customer Insight Management
Customer Insight Management

Overview
Customer Insight Management enables Service Providers to leverage customer insight gained
from customer transactions, interactions and activities with the Service Provider to treat the
customer in a personalized manner and provide a unique customer experience. Customer
Insight gained can be applied to many domains pertaining to customer experience such as
customer service, cross/up-sell, retention, etc. Although Customer Insight Management builds
upon traditional business intelligence and analytics for customer transactions and interactions, it
is unique as it provides real-time customer treatment for various aspects to provide relevant,
timely, and personalized actions.
Functions
Customer Satisfaction Validation

Overview
Customer Satisfaction Validation applications provides functionality to validate that
predicted/expected value is delivered by the product/ and that the after-sales processes (billing
and assurance) are initialized. It validates that the customer is capable of realizing maximum
value from the operation or use of the solution and that intense Provider involvement is no
longer needed to manage the product/service. This function ensures that the customer is
satisfied and that the product/ that was actually delivered meets original or updated
expectations and agreements and that the product/ is operable by the customer.
Additionally, these applications monitor customer behavior and/or capture customer input
beyond sale related interaction in an effort to identify indictors that can suggest imminent churn
are dissatisfaction
Measurements can be collected via various tools such as Net Promoter Score (NPS) and made
available for action by various service provider groups and supervisory staff.
Functions
Monitor customer's behavior and beyond sale related interaction
Functions to identify indicators that can suggest imminent churn are dissatisfaction
Measurements can be collected via various tools such as Net Promoter Score (NPS) and made
available for action by various service provider groups and supervisory staff.
Customer Profiling
Overview
Customer profiling (“Profile”) provides the necessary functionality for advanced customer
profiling such as automatic and statistical based profiling of customers based on explicit
preferences and implicit behavior from usage, location, patterns of similar customers, etc.
Although existing BI/DW customer segmentation can also be leveraged to arrive at the
customer profiling, most of these systems are broad based customer profiles and do not create
an individual profile for each customer. Also, Customer Profiling differs from customer
experience monitoring & the rest of the functional blocks (see below) in that it is focused on
customer preferences, tastes, and behavior (ex. Soccer Fan, Movie buff etc.) rather than
operational view of the customer such as “Late Payer”.
Functions
Background customer profiling
Background profiling based on demographics, interests, shopping interaction, billing
history etc.
Customer behavior tracking
Customer behavior tracking is analyzing patterns to identify trends and changes in
customer behavior, which in turn update the individual profile signatures
Customer Profiling exposure
Expose customer profiles and profiling insights and conclusions for recommendation in
care treatment, x/up sell, retention, etc.
Customer Profiling of actions
Profiling customer based on implicit and explicit actions, transactions (ex., deriving
actual channel preference from a customer whose implicit preference is SMS, not email)
Customer Value Profiling
The Customer Value Profiling function comprises measure and follow up of the customer
value: Development of a model in order to determine the customer value from its uses (traffic,
products and services used…), and corresponding revenues and costs.
The follow-up of the customer value evolution (identification of the evolution tendencies of the
value and actions concerning the creation or destruction of value, Average Revenue Per User,
margin per user).
Customer Value Profiling prediction
The Customer Value Profiling function comprises predictive Scoring of the new customer
behavior: using a predictive model based on the histories of customers having the similar
profile, determine the expected evolution of the customer value and his lifetime. Customer
scoring is performed when customers sign up a contract, then enriched and updated by events
occurring during the customer lifecycle (e.g. revenue generated, usage patterns, payment
behavior…). The output of customer scoring could be a risk level or an opportunity.
Customer Value Profiling segmentation
The Customer Value Profiling function comprises segmentation based on the customer
value and/or lifetime value: Regrouping of the customers in relevant sets (even subsets) for
Marketing. The segmentation criteria use the customer value, the customer lifetime value, the
product and service uses (consumption behaviors).
Personalize Customer Profile
The Personalize Customer Profile function creates a personalized profile signature
based on combined segment, interest and behavior for the individual “customer” (ex. Soccer
Mom, Gold/Silver/Bronze customer, Golfer, Early adopter), and around “content” (ex. Content
sharing - College kids + Field Sales). This also includes continuous learning and update of
individual ‘Profile Signature’
Customer Experience Monitoring

Overview
Customer Experience Monitoring (“Monitor”) provides the necessary functionality for continuous
monitoring of operational factors that qualify the customer experience such as financial (billing
overage, payment, abnormal fee etc.), usage (failed attempts at using a particular service,
inactivity or sudden decrease in usage of certain service etc.), technical (network related such
as dropped calls, internet access problems, video buffering etc.& device related such as battery
draining, configuration mismatch, etc.), Customer Influence and Churn Risk Analysis and the
like. This should also include monitoring of relevant events from external sources such as Social
Media, 3rd Party sites etc.
Functions
Customer Experience event capturing framework
Complex event framework to capture events from relevant BSS sources such as Billing,
CRM etc.
Customer Experience interaction gathering
Gathering of customer interaction events/data from all channels (agent interaction/notes,
web/device click analytics, retail transactions, etc.), including receiving information from
Customer Interaction Collection & Storage
Customer Experience mapping and aggregation
Ability to aggregate and map the above into a consistent model of the customer (see
Customer Context Map).
Customer Experience network probes event collection
High-volume technical events from network probes, device agents, etc.
Customer Experience real time feeds injection

Ingesting real-time feeds from relevant sources into a consistent and smart structure for
processing
Support Loyalty and Retention Management
The Support Loyalty and Retention function undertakes trend analysis on loyalty and
retention, including customer acquisitions and churn.
It comprises:
• Follow-up of the churn rate: Development of a report in order to measure by period (periodicity:
weekly, monthly, yearly…),
• The number and rate of terminations by product & service,
• The trend of the churn rate according to the previous periods.
• Prediction of the churn (anticipate in order to minimize the attrition): identification of the
potential churner profiles from a predictive model analyzing the churner profiles according to the
previous periods.
Customer Context Map Building

Overview
Customer Context Map Building ("Interpret”) provides the functionality to accumulate customer
context in the systemic memory based on “observations” made on the customer through
processing the data collected from customer experience monitoring and historical analysis. The
context could include items such as customer transactions, interactions which are both implicit &
explicit. For example. when a customer pays his/her bill the context map is updated in real time
to reflect the payment pattern and keep it up-to-date. Context map can be used by decision
engines to drive appropriate treatment for customers based on recent behavior. For example, a
“late payer” or “chronic caller” may be treated differently from a normal payer or an occasional
caller.
Functions
Build Customer Insight
The Build Customer Insight function concerns the management of our knowledge of the
individual customer to keep or produce an up-to-date, accurate and legally compliant Customer
information.
It will incorporate into the customer profile, all relevant information gathered through all contacts
with the customer
Customer Behavior Tracking
The Customer Behavior Tracking function concerns the necessary functionality to
monitor the Customer Behavior during its relationships with Orange, public communications and
its products uses.
It includes:
Customer Context map exposure
Exposure of context map to external systems such as call center or self-service touch
Customer Context Map Observation rules inferencing
Observation rules inferencing (Processing of the ingested events/data to interpret new
updates (transactions, unbilled charges, self-service activity) into customer context)
Customer Context Map Probabilistic determination

Probabilistic determination of likely ‘motivation’ to call based on many observations (ex.
dispute a bill vs. pay the bill)
Customer Operational Decisioning

Overview
Customer Operational Decisioning (“Decide”) provides the functionality to drive decisions re:
Customer treatment and action for each specific situation based on observing what the
customer is immediately experiencing. For example, if a customer’s bill is unusually high, and if
the customer is a premium customer, the business can decide to waive certain portion of the bill
for the 1st time. This action can be taken either proactively by reaching out to the customer, or
reactively when the customer contacts the Service Provider. These decisions can be
deterministic (i.e. business rules based), statistical (i.e. based on what treatment or
recommendation has worked in the past)
Functions
Customer Decisioning Engine
Customer Operational Decisioning (“Decide”) provides the functionality to drive decisions
re: Customer treatment and action for each specific situation based on observing what the
customer is immediately experiencing. This action can be taken either proactively by reaching
out to the customer, or reactively when the customer contacts the Service Provider.
Customer Recommended Action

Overview
Customer Recommended Action (“Apply”) provides the recommendation for customer treatment
based on the customer observation and context. It provides the necessary notification
framework (outbound & inbound) to execute suitable action/treatment for the customer across
the relevant channel, such as SMS, self-service, email, call center. It also integrates with
existing business function/services and processes for action. For ex. integrate with existing
credit adjustment process if the decision is to provide credit adjustment to the customer or
invoke offer management for X/Up Sell or invoke Knowledge Management for Customer Service
issues.
Functions
Inbound notification recommendation function
Give recommendation and a guided action flow to complete the suitable customer
treatment for Inbound, Self-Service or Call Center touch points (ex. Credit Adjustment handled
by agent, or bill dispute initiation via self-service)
Outbound notification recommendation function
For Outbound, it provides necessary hooks to reach out to the customer via preferred
channel such as SMS, email or Social media

For Inbound, Self-Service or Call Center touch points can get recommendation and a guided
action flow to complete the suitable customer treatment (ex. Credit Adjustment handled by
agent, or bill dispute initiation via self-service)
Recommendation Action Function integration
Integration with existing business function/service and process (ex. Offer, Knowledge
Management)
Recommended Action Closed loop follow up
Closed loop functionality to learn from whether the recommended action was accepted
or not, including functionality to avoid proactive backfire (i.e. ensuring a customer reach out
action doesn’t result in confusion and more calls to the call center)

5.6 Customer Service Representative

Toolbox
Figure 19. 5.6 Customer Service Representative Toolbox
Customer Service Representative Toolbox

Overview
Customer Service Representatives (CSRs) play critical roles in shaping the customer
experience. CSRs are increasingly expected to drive not just service and satisfaction, but
revenue opportunities through customer interactions, as well as handle interactions across
multiple channels – email, web chat or phone. CSRs need the right information at the right time,
every time, to handle interactions quickly and effectively. CSRs must be empowered with the
tools necessary to efficiently and effectively handle every interaction the right way, in a
personalized manner.
The CSR toolbox addresses this need for rich interactions with the customer, comprising of
applications from the Fulfillment, Assurance and Billing domains. The CSR toolbox provides
additional functionality in a common look and feel across the applications – and is not simply a
convoluted assembly of applications and processes across siloed systems.
The CSR toolbox is optimized to the CSR’s needs& the user interface and controls provide easy
access to key customer information whenever needed. It integrates all of the disparate, siloed
applications the CSR needs to work with. It delivers real time, always-in-context guidance to the
CSR during an interaction, as well as navigates the CSR through business processes as they
move field by field across different systems and interaction steps.
Functions
CSR Conversational scripting
Conversational scripting – Displays recommended text and scripting to guide agents in
specific conversations/dialogue tailored to each customer interaction. Also provides branching
based on customer answers.
CSR guidance
CSR guidance – Complementary to in-context, configurable navigation, CSR guidance
intelligently guides the CSR through the interaction. Guidance can span any subject—cross-sell,
up-sell, retention, service and support, quality or training
CSR In-Context, configurable, workflow-driven navigation
In-Context, configurable, workflow-driven navigation – Through means such as
configurable business processes, automatically drives the CSR workflow and screen navigation
according to the context of the customer interaction and other customer profile information
across all applications used.
CSR toolbox Centralized data entry
Centralized data entry – Updates information in one system and automatically updates
all other systems (if there is a need to overcome data duplication).
CSR toolbox Embedded actions
Embedded actions – Embedding desktop controls with APIs or service calls to other
systems as a means to process activities such as invoice generation, device activation, and
other back-office activities.
CSR Toolbox Single sign-on
Single sign-on – Provides single sign-on across applications in the toolbox.
Customer information dashboard
Customer information dashboard – Displays relevant customer information, such as
name, account and lifetime value on a persistent customer dashboard.
Launch in-context Common Actions
Launch in-context Common Actions – Configurable, short-cut buttons that launch key
applications and functions for streamlining actions a CSR commonly performs. (e.g. create a
case, prepare an order, update an address)
CSR fulfillment
Overview
A CSR fulfillment application provides front end support for the application flows defined by the
order management applications (cf. Order Management Applications). Note: Since CSRs are
required to perform sales activities, it is expected that in a future Application Map version this
application will encompass front end applications from the sales domain as well.
Functions
CSR access to specific order
CSR access to a specific order - Manage monitor and track specific order.
CSR Jeopardy notifications handling
View jeopardy notifications queue and enable the CSR to act accordingly (e.g. notify
customer on due date delay)

CSR Order administration

View all outstanding orders, progress and history displays
CSR Order Capture and Negotiation
Order Capture and Negotiation provides front end support for the application flows
defined by the order management applications.
CSR Order Error resolution
View pool of orders resulted in error / stuck orders and enable the CSR to act
accordingly (e.g. resend the request, notify the user with recommended action)
CSR Order take-over and relinquish
The ability to take over governance on orders handles in other channels (e.g. self-
service) amend and relinquish while preserving all the captured data.
CSR Orders Reporting
A CSR fulfillment function that provides front end support for Business, Financial and
Operational reporting and analyzing of the ordering activities.
Product Catalogue browsing
Product catalog browsing – identify products available for purchase by a given customer,
provide relevant information (e.g. cost, requirements, configurable attributes) to the customer.
This information will be used in the step guidance.
CSR assurance
Overview
A CSR assurance application provides front end support for the application flows defined by the
case management applications (cf. Case Management Applications). It is expected that future
versions of Application Map will encompass the front end of the assurance applications:
Customer QoS/SLA Management and Customer Service/Account Problem Resolution.
Functions
CSR front end assurance support
A CSR function for front end support for the application flows defined by the case
management applications (cf. Case Management Applications).
CSR Billing
Overview
A CSR billing application provides front end functionality for the CSR in their day to day billing
related activities.
Functions
CSR Front End Payment Support
A CSR payment function provides front end functionality for the CSR in their day to day
billing related activities.
CSR FrontEnd Billing Inquiry and Dispute support
CSR billing Inquiry Dispute Adjustment Management provides front end functionality for
the CSR in their day to day billing related activities.

5.6.3 CSR Billing
Figure 20. 5.6.3 CSR Billing
CSR Billing
Overview
A CSR billing application provides front end functionality for the CSR in their day to day billing
related activities.
Functions
CSR Front End Payment Support
A CSR payment function provides front end functionality for the CSR in their day to day
billing related activities.
CSR FrontEnd Billing Inquiry and Dispute support
CSR billing Inquiry Dispute Adjustment Management provides front end functionality for
the CSR in their day to day billing related activities.
Collection
Overview
The purpose of collection application is to support the customer service representative (CSR) in
collection activities. Most of the collection activities are executed automatically through
Collection Management.
Functions
Automated Collection
Handling of automated collection

Collection agent reassignment

Change the agent responsible for a specific collection activity.
Collection inquiries
Collection inquiries – query treatment path and collection history
Force account into collection
Force account into collection / Stop collection treatment
Manual intervention in collection treatment
Manual intervention in collection treatment
Pause collection treatment
Pause / Resume collection treatment
Perform manual collection activities
Perform manual collection activities (e.g. make call)
Resume collection treatment
Pause / Resume collection treatment
Stop collection treatment
Force account into collection / Stop collection treatment
Payment
Overview
The purpose of payment application is to accept customer payment via the customer service
representative (CSR).
Functions
CSR Balance/Invoice Payment
The CSR Balance/Invoice payment function is to accept customer payment via the
customer service representative (CSR) for immediate Payment of Balance/Specific Invoice
using existing or new pay means
CSR Pre-Paid Recharge
The CSR Balance/Invoice payment function is to accept customer payment via the
customer service representative (CSR) for Prepaid recharge using vouchers or other pay means

5.8 Customer Problem Management
Figure 21. 5.8 Customer Problem Management
Customer Problem Management

Overview
The purpose of Customer Problem Management is to manage problems reported by customers,
resolving these problems to the customer’s satisfaction, and providing meaningful status on the
issue as needed to the customer.
Customer problems can include:

•Problems with a material purchase from the service provider, even if they do not have an
•General inquiries, complaints, and commendations.
Note: A customer problem may or may not result in a billing adjustment. Billing related issues
are handled via Billing Inquiry, Dispute & Adjustment Management, See Case Management for
more information.
Functions
Customer Problem Qualification & Reception

Overview
Customer Problem Qualification & Reception applications provide the necessary functionality to
detect, evaluate and qualify a reported or affected customer problem.
Functions
Qualify and prioritize customer problem

Problem validation and prioritization doing:

o Qualify Symptoms/Reason for call (when reception is via a customer contact). Non-qualified
issues will be referred appropriately.
o Associate received problem with appropriate customer(s) and customer products/services
(when reception is via a southbound or northbound system)
Reception of problems from Customers
Reception of problems from Customers, Southbound internal systems (service problem
management, service performance management, service quality management) or Outside
northbound systems, including social networks/third parties.
Verify Customer services and entitlement
This refers to service validation to see what service(s) the customer has subscribed to,
and what service/support to which they are entitled. Such as:
• Products purchased and being used by the customer
• Material purchase from the service provider, even if they do not have an account with the said
service provider.
Customer Problem Lifecycle Management

Overview
Customer Problem Lifecycle Management applications provides the necessary functionality to
manage the end-to-end lifecycle of the customer problem as defined and configured by the
service provider. Note: All customer incidents/cases may be tracked, if so determined by the
service provider.
Functions
Case Tracking & Management Tracking Capability
Track Case, including the related activities (dispatches, tier-II tickets, etc.) until closed.
Customer Problem Diagnostics

Overview
Customer Problem Diagnostics applications provide the necessary functionality to perform the
root cause analysis of a reported or affected customer problem.
Functions
Customer Problem Diagnostics
Determine the source (root cause) of the problem
• Utilize service performance and service problem management functions
• Use Diagnostics /Testing tools to determine the actual cause
• Use a detailed physical, logical and service inventory to create an up-to-date detailed
customer connectivity/topology view.
• Receive service quality of service violation data from Service Quality Management

• Correlate various events associated with customer contact to determine the source
• Update the case with a “Cause Code”
Resolving Customer Problem Support
Support Problem resolution with the following data to resolve the customer problem:
o Customer Topology and inventory type data (e.g., logical and physical inventory)
o Customer Information including the business organizational hierarchy
o Change Management data
o Customer Service Order data
Customer Problem Resolution

Overview
Customer Problem Resolution applications provide the necessary functionality to automatically
resolve a customer reported or affected problem back to the original state (i.e., restore service).
This maybe done through fault resolution or implementing a bypass to the problem.
Functions
Customer Problem Verification & Closure

Overview
Customer Problem Verification & Closure applications provide the necessary functionality to
verify if the problem has been resolved and to close the case when the problem is indeed
resolved. As part of verification and closure, manual follow-up may be needed with customer
service representatives, if a complaint (or commendation) was placed against the individual,
which need to be tracked. Appropriate actions must be taken, especially if trends are
discovered.
Functions
Customer Problem Reporting

Overview
Customer Problem Reporting applications provide the necessary functionality to report on the
status of open/ closed customer problems.
Functions
Generate customer problem lifecycle tracking reports
Customer Problem Reporting function provide the necessary functionality to report on
the status of open/ closed customer problems. Customer problems can include:

• Problems with a material purchase from the service provider, even if they do not have an
• General inquiries, complaints, and commendations.
Generate customer problem operations and metrics reports
Customer Problem Reporting function to provide the necessary functionality to generate
operational reports, as well as reports against various metrics. Customer problems can include:
• Problems with a material purchase from the service provider, even if they do not have an
• General inquiries, complaints, and commendations.

5.9 Receivables Management
Figure 22. 5.9 Receivables Management
Receivables Management
Overview
The purpose of this application is to automate and manage the processing of financial
transactions affecting the customer's financial account. Furthermore, this process is meant to
match these transactions with the services/invoices delivered to this customer. This is a legal
requirement in some countries e.g. as required by the Sarbanes-Oxley Act in the USA.
Functions
A/R Management
Overview
Accounts Receivable (A/R) Management applications provide necessary tools to maintain the
customer account receivable. This includes managing balances as well as posting of payments
and other financial activities.
Functions
Account Receivable Balance Transferring
Accounts Receivable (A/R) Management function of Applying adjustments and balance
transfer: Adjustments to be carried out (manually or in bulk) or transfer of transactions to
customers’ accounts after corrections
Account Receivable Debit/Credit matching

Accounts Receivable (A/R) Management function of Allocate/assign receivables within

customers account: Match credit and debit entries related to a same process. The most
common example is matching payment(s) to corresponding invoices or invoice items. The
matching does not affect the global balance but eases the clerical tasks.
Account Receivable Direct Debiting
Accounts Receivable (A/R) Management function of Direct debit: Generating flows of
requests for direct debits. It is based upon the billing accounts and on the banks' opening
schedule.
Account Receivable GL posting
Accounts Receivable (A/R) Management function of Posting customer revenue account:
Recording of revenues and expenses at the General Ledger level provide necessary tools to
maintain the customer account receivable. Aggregate customer accounts for general ledger:
Group receivables by type of customer accounts, through grouping of individual customers’ A/R
accounts
Accounting Event Creation
The Accounting Event Creation function has to send to the accounting functionality
information produced by rating and/or invoicing functions, including the period end (a.k.a. “cut-
off”) accounting entries.
Period end adjustments, that concern deferred revenue and accrued assets, become a legal
obligation.
For pre-paid, the paid amounts (top-ups) are initially considered as deferred revenue; deferred
revenue is turned into revenue through the actual usage (credit consumption).
After the use-by date, the remaining credit is written off as a profit.
Accounts Receivable Charge Posting
Accounts Receivable Charge Posting posts invoice charges in Accounts Receivable
based on billed charges. It can be invoked by any billing system. Invoice charges accepts
information on new charges and credits billed to customers, and updates their account balance
accordingly.
Advance Payment Acceptance
Advance Payments are accepted before initiation of service - usually at time of ordering.
Interest is not accrued on advance payments.
Application of Payments
Application of payments receives customer payments from various sources and applies
them to customer account balances. It also performs activities, such as Payment Allocation to
balances and Transfers of funds between accounts.
Bill preparation
AR calculates and sends to the Bill Calculation application the required information for
accounts that are going to be processed.
Deposit Management
Deposit Management manages amounts held as a guarantee of payment. Interest may
be accumulated on this deposit amount. If payment is not made in a timely manner, a portion of
this deposit may be applied to the outstanding balance. Based on business policy, deposits

may be refunded with applicable interest after some period of time. Deposit Management
maintains and executes on these policies.
Financial Account Management
Financial Account Management supports the financial activities that relate to customer
accounts. These activities include Refunds, Disputes, Adjustments / Credits and Write-offs.
Journalization
Overview
Journalization applications provide the capability to analyze and translate customer financial
activities into records that can then be sent to the corporate general ledger.
Functions
Financial Code Assignment
Assigns financial codes to transactions received from billing, online adjustment,
payment, refund, and collection processes.
Journal Entry Accumulation
Accumulates journal entries and maps them to the GL transaction based on criteria such
as appropriate geographical accounting principles for sending downstream to the corporate
general ledger.
Journal Record Creation
Analyzes and translates financial activities into journal records for sending downstream
to the corporate general ledger.
Financial Reporting
Overview
Financial Reporting applications provide customer financial data to downstream systems and
processes.
Functions
Account details to BI reporting
Financial Reporting also prepares account revenue details to be gathered into Business
Intelligence data warehouse to facilitate decision support.
Debt, Proof and Balance Reporting
Financial Reporting function to provide data presenting summaries of the financial
activities of customer accounts. It includes a set of debt aging reports and proof & balance
reports.
Tax information reporting
Financial Reporting of tax information to Corporate Tax in support of tax compliance.
Payment Management
Overview
The Payment Management application provides a link between the payment channels (e.g. Post
office, Retail shops, etc.) and the service provider to allow many forms of payment to be
accepted in a controlled manner. Payment Management interfaces with financial institutions to
verify and accept or decline financial transactions.
Functions

5.9.4 Payment Management
Figure 23. 5.9.4 Payment Management
Payment Management
Overview
The Payment Management application provides a link between the payment channels (e.g. Post
office, Retail shops, etc.) and the service provider to allow many forms of payment to be
accepted in a controlled manner. Payment Management interfaces with financial institutions to
verify and accept or decline financial transactions.
Functions
Payment Interface Management

Overview
OverviewPayment Interface Management - retrieves and transmits payment information with
payment channel organizations (financial institutions/clearing houses) in a secure manner
according to agreements.
Functions
Payment Interface Direct debit payment support
Supports direct debit payments from the nominated (specified) bank accounts.
Payment interface management
Manages interfaces between the service provider and payment channel organizations
where payment

Payment Interface Refunds Transaction Support

Supports refund transactions based on the saved payment transaction details.
Payment Validation & Authorization

Overview
Payment Validation & Authorization assures that all payments are properly validated and
authorized with the appropriate financial institutions. This includes support for preauthorization
of charges.
Functions
Financial Institution Linkage
Liaises with financial institutions for payment authorization
Financial Security Support
Supports financial institutions’ security standards (e.g. “Verified by Visa” and
“MasterCard SecureCode”).
Remittance Details Access
Provides remittance details to the bill accounts receivable management application
within the service provider billing system.
Payment Settlement
Overview
Payment Settlement submits authorized transactions from the service provider to the financial
institution and provides reconciliation support.
Functions
Financial reconciliation
Supports the reconciliation process with financial institutions
Financial transaction settlement
Submits authorized transactions to the financial institutions for settlement.

5.10 Billing Inquiry, Dispute & Adjustment

Management
Figure 24. 5.10 Billing Inquiry, Dispute & Adjustment Management
Billing Inquiry, Dispute & Adjustment Management

Overview
This is a front-end application for managing billing inquiries, disputes, and adjustments. Billing
inquiries are provided by Bill Calculation. Open dispute cases can be handled by Case
Management system or internally. The financial activities are performed by Receivables
Management.
Functions
Bill Inquiry
Overview
Billing Inquiry applications provide capabilities to view a given customer’s invoice bill and
supporting details in order to answer customer questions.
Functions
Invoke bill calculation on demand
The function will invoke a bill calculation on demand for e.g. a purchase.
List all invoices
The Listing all invoices function will list all invoices for a customer both over time and for
customers with multiple invoices.

Query Balance statement

Query of Billing Related Balances including un-billed balance
Recreate all item per invoice
List all invoice items for a specific invoice
View exact bill image
Invoking a transactional document generation function
View unbilled items
List all unbilled invoice items for current bill cycle
View usage summary and details
View usage summary and details (billed and non-billed) for a specific time period
Dispute Management
Overview
Dispute Management applications provide necessary functionality to identify, track, and assign
an appropriate disposition to contested charges.
Functions
Dispute tracking
Open disputes that are entered into the dispute management system are tracked by an
audit process keeps track of its progress until it’s closed.
Enter agreed-upon adjustment.
An agreed-upon adjustment to settle a customer dispute, with notations, is entered
pending research and approval.
Open disputes registering
When a customer questions a charge, account representatives work with the customer
to resolve the disputed charge. Open disputes are entered into the dispute management system
where an audit process keeps track of its progress until it’s closed.
Resolve the disputed charge
An agreed-upon dispute adjustment is resolved after approval.
Adjustments
Overview
Adjustments applications provide appropriate functionality to create transactions that affect a
customer’s account balance as a result of an assessment or dispute.
Functions

Bill Dispute Closure

Bill dispute consists of handling the customer inquiries received through customer
service, self care or any other channel about their bills that have not been solved by simple
actions (e.g. walk customer through their invoice or grant the request when disputed amount is
inferior to a threshold).
•The case is closed.

When the dispute is granted, the granted amount must be taken off the debt, through a debit
adjustment, i.e. a negative charge or billable item. Depending on the available IT capabilities or
business rules in force, this may be billed either as part of the following periodic invoice, or as a
specific invoicing process and related accounting document (in this case a credit note).
The reason for the adjustment must be recorded, for example adjustment may be a gesture of
goodwill from the company, or a correction for a proven billing error. Depending on local law and
regulation, the process and applicable rules may be different.
In addition, if the investigation showed an error in product and services data (e.g. wrong service
affected to a contract), the settlement will also include an update request to the installed offer
and products repository and services repository.
Bill Dispute Initiation
•The initial customer contact and the disputed amount are recorded.
Bill Dispute Investigation
•The case is investigated using billing data (invoice images, billed items, usage history) A/R
data (e.g. search of unmatched payment) and others (e.g. installed products, network
databases…).
Bill Dispute notification
•The dispute settlement results in customer notification of the results, dispute granted (for the
whole disputed amount or part of it) or customer request denied.
Customer's Account Adjustment
Customer's Account Adjustment adjust customer's account balance based on the result
of a detailed assessment or dispute. Possible
adjustments may include tax adjustments, account/invoice/charge level adjustment, good will
adjustment as well as refund or credits.
All adjustments are made based on schedule of authorization polices. The customer service
representative (CSR) can also consider the history

and nature of previous dispute & adjustment requests made by the customer.

5.13 Billing Account Management
Figure 25. 5.13 Billing Account Management
Billing Account Management

Overview
The purpose of Billing Account Management is to provide functionality necessary to establish
and modify a customer's billing account. This includes configuration of the account as well as
management of account associations.
Functions
Billing Account Configuration Management

Overview
Billing Account Configuration Management provides the necessary capability to create and
update billing accounts. It also provides the ability to modify billing account parameters.
Functions
Create billing accounts
Billing Account Configuration Management provides the ability to create billing accounts
based on various account constructs. Account creation can also be automated with orders
received
Modify billing accounts
Modify billing accounts based on various account constructs.
Update specific billing account information

Update specific billing account information such as customer bill periods, bill media
options, etc.
Billing Account Associations Management

Overview
The Billing Account Associations Management application provides the necessary capabilities to
manage billing account associations with other entities.
Functions
Billing Account Prepaid automatic replenishment
Support automatic replenishment of prepaid billing account from postpaid billing account
Billing Account Price plan determination
Associate a charge record with the appropriate price plan.
Billing Account Reporting
Grouping charges/statement/accounts for the purpose of creating a report
Billing statement association
Identify what charges are to be included in the statement.
Charge association to billing account
Associate incurred charge to the billing account liable for its payment
Charge distribution to pay means
Identify the related prepaid or postpaid billing account for a given charge (recurring, one
time, usage)
Shared allowances community
Link a charge record to shared allowance if exists

5.14 Collection Management
Figure 26. 5.14 Collection Management
Collection Management
Overview
The Collections Management application provides necessary functionality to manage customer
accounts where there is an outstanding balance. It allows handling of each account individually,
based on customer value and financial history using configurable policies. The collection
management application supports the collection lifecycle activities including: collection decision
making, selection of collection policy, collection execution - automating the collection treatment
flow, monitoring the collection process and collection settlement negotiation. The collection
application keeps track of collection status and history. The collections treatment flow can
perform a number of activities including issuance of treatment notices and collection letters.
Functions
Collection Policy Definition and Configuration

Overview
Collection Policy defines a path of collection activities to be executed in escalated order. A set
of rules classify customer accounts and associates them to the appropriate collection policy.
Functions
Collection Flows Creation
Assembly of collection steps into collection flows
Collection Rules Definition

Collection Rules Definition recording
Collection Policy Execution and Monitoring

Overview
Collection Policy Execution and Monitoring starts with the decision for whether to initiate a
collection process for an account. Once a collection decision has been taken, the appropriate
collection policy is selected. There are many events that may change the collection activities for
example – customer paid, customer back out from a payment arrangement, customer status
has been changed or a manual intervention in the collection process. All these require constant
monitoring and process execution modifications.
Functions
Collection Action Payment agreement and promises
Inclusion of a payment schedule or a promise of payment, negotiated with the customer
during the dunning process.
Collection Actions - Charges
Automatic and manual generation of the penalty charges (dunning charges, payment
rejection fees) linked to dunning of the due amount, in order to bill the customer according to the
details of his / her contract.
Collection Actions- Issue write off
Issue write-offs (in order to close the dunning file) and to inform the Account Receivable
system about the entries to be done.
Collection Actions- Outside Collection Agency Referrals
Passing the collection process on to an Outside Collection Agency.
Collection Actions-Business and follow-up activities
Control and management of the dunning activity. It generates statistics.
Collection Actions-Update financial scoring:
Update of the customer scoring information, based on events that are significant of
payer behavior of the customer (e.g. late payment, delays, etc.)
Collection Decision Engine
Collection Decision Engine - Evaluates each arriving account, decides whether the
account needs collection treatment, and assigns the relevant collection treatment policy to each
account.
Collection Execution Monitoring
Monitors events that may change the collection execution. Such events include:
customer paid, customer status has been changed, payment back-outs. As a result, stop,
resume or reselect the collection policy.
Collection Policy Decision and Monitoring

Collection Decision and Monitoring - Evaluates each arriving account, decides whether
the account needs collection treatment, and assigns the relevant collection treatment policy to
each account, and Monitors the events that may change the collection execution. Such events
include: customer paid, customer status has been changed, payment back-outs. As a result,
stop, resume or reselect the collection policy
Collection Policy Manual Intervention
Manual Intervention - Provides the CSR with many options to override the automated
flow such as pause and continue the collection treatment, force an account into collection,
change the selected collection policy and stop manually the collection treatment.
Collection Treatment
Collection Treatment Management - Defines and initiates the collection treatment
activities according to the appropriate collection policy. A collection treatment can belong to one
of the following categories:
o Issue notice (e.g. Collection Letter, e-mail or SMS)
o CSR assignment – Assign a CSR or a CSR group to manually handle the collection.
o Issue Restrict/Restore/Disconnects request - Includes anything from restricting to
suspensions, as well as the restoration when payment is received.
o OCA Referrals - Passing the collection process on to an Outside Collection Agency.
o Initiate Write-off requests
Collection Treatment Management
Defines and initiates the collection treatment activities according to the appropriate
collection policy (using a business process automation engine). A collection treatment can
belong to one of the following categories: Financial, Service restriction, Customer
communication, CSR interaction and Outside Collection Agency treatment including Issue
notice (e.g. Collection Letter, e-mail or SMS)
CSR assignment collection treatment
Assign a CSR or a CSR group to manually handle the collection.
Debt Management Automatic Penalty charging
The Debt Management function:
•Charges: Automatic and manual generation of the penalty charges (dunning charges, payment
rejection fees) linked to dunning of the due amount, in order to bill the customer according to the
details of his / her contract.
Debt Management Financial Scoring
The Debt Management function:
•Update financial scoring: update of the customer scoring information, based on events that are
significant of payer behavior of the customer (e.g. late payment, delays, etc.)
Initiate dunning strategy
Implementation of the company’s dunning strategy within its information system. A
payment schedule is assigned according to a variety of customer criteria, such as customer
type, payment means, payment behavior, etc.
Manage the dunning and event process

Management of the dunning process pertaining to a dossier and the automatic or

manual chaining of actions, as issuing a SMS, a letter, an outbound call, a barring action or
delay fees.
Collection Settlement
Overview
The application provides the mechanism that allows the CSR to negotiate with customers and
offer them acceptable plans to pay their debts. These plans might be based on multiple
installments over a defined period of time, including the milestones at which the customer is re-
evaluated for fulfilling the arrangement.
Functions
Collation Actions- Build payment plan
Based on system recommendation or CSR decision to build a payment plan.
Collection Actions-Payment plan monitoring
Monitor the payment plan execution and trigger events for the collection monitoring
process.

5.15 Bill Calculation
Figure 27. 5.15 Bill Calculation
Bill Calculation
Overview
The Bill Calculation application processes all charges against an account during bill cycles. Bill
Calculation can be executed both on a cyclic basis and on demand. It performs bill invoicing,
dealing with bill compilation of charges, credits, payments, adjustments, fees & taxes at various
levels, such as product and/or account level that have been generated since the last run for that
account. It could apply discounts. Finally, Bill Calculation Management calculates bill totals and
subtotals as appropriate. The pricing plans and discounts are determined based on the
agreements for the invoiced customer or account.
Functions
Apply pricing and discounting
Apply pricing and discounting rules and algorithms in the context of the assembled
information.
Billing Financial transaction creation
Create appropriate transactions regarding the current invoice for Receivables
Management
Calculate Bill-time Fee
Calculates and applies bill-time fees where necessary
Split Bill Distribution
Performing charge and event distribution to support a split bill
Customer Bill Charge Calculation

Overview
The Customer Bill Charge Calculation provides appropriate functionality to assemble items to be
incorporated into a bill, applying prices or recalculating charges in the context of appropriate
billing events. Customer Bill Charge Calculation also considers the results of aggregation and
balance management functions in the process of calculating charges.
Functions
Aggregates charges from different sources
This function determines charges, (including recurring, one time and usage charges) for
purchased products and services in a given bill run based on the customer price plan set at time
of the customer order/contract negotiation.
Currency conversion
Identifies the required currency conversion if any needed to appropriately bill the
customer
partial period (prorating) handling.
This function handles partial rating period, i.e. prorating.
recalculates charges
This function recalculates the charges when appropriate across product, location, or
customer, and considerations based on business rules.
Discounts Calculation
Overview
The Discounts Calculation provides appropriate functionality to apply discounts to charges.
Discount Calculation provides appropriate functionality to apply discounts or recalculate
discounts in the context of appropriate billing events. Discount Calculation also considers the
results of aggregation and balance management functions (based on a certain balance, different
discounts are applied) in the process of calculating discounts.
Functions
Discount Calculation
Discounts Calculation determines charge discounts based on pricing plan; including
discounts on recurring, one time, and usage charges.
Discounts may be applied at different levels such as cross product, cross location, or cross
customer (all customers that are part of a given group plan – some affiliation). The discounts
can be apportioned across multiple events.
Tax Calculation
Overview
Tax Calculation provides the necessary functionality to calculate taxes, including surcharges
and fees& where applicable. This function can occur within the Invoicing application or through
the use of an external Tax module.
Functions

Calculate taxes
Tax Calculation provides the necessary functionality to calculate taxes, including
surcharges and fees; where applicable. This function can occur within the Invoicing application
or through the use of an external Tax module.
This function can occur within the Invoicing application or through the use of an external Tax
module.
Commitment Tracking
Overview
The Commitment Tracking application provides commitment governance between the customer
and provider.
Functions
Commitment Tracking Data Collection
Gathering data to be used in the evaluation of the terms and conditions to monitor
financial commitments between the customer and the provider.
Commitment Tracking Settlements
Determining the outcome of the evaluation (financial benefits or penalties) in the context
of the gathered data for commitment tracking
Commitment Tracking Terms & Conditions Evaluation
Evaluating the terms and conditions in the context of the gathered data for commitment
tracking
Bill Cycle Run Management

Overview
Bill Cycle Run Management applications provide appropriate capability to control bill cycle
activities.
Functions
Billing Administration
The Billing Administration function manages the data that are necessary to perform the
bill calculation: billing cycle data, management of runs, groups and cycles of invoicing.
Invoice Generation
Overview

Invoice Generation provides the means to calculate the balance due for an invoice/bill. In
addition, it assembles charges, credits, taxes, fees and adjustments that affect the balance due.
Subtotals and totals are also calculated at various levels.
Functions
Invoice Balance Calculation
Provides the means to calculate the balance due for an invoice/bill.
Invoice Charges Assembly
Assembles charges (including charge distribution- charges incurred by other customers),
credits, taxes, fees and adjustments that affect the balance due.
Invoice Detail Collection
Provides appropriate levels of detail regarding items on the invoice. This detail is
provided to revenue reporting and/or Bill Format & Render.
Invoice Totals Calculation
Provides subtotals and totals at various levels.

5.17 Case Management
Figure 28. 5.17 Case Management
Case Management
Overview
Case Management applications manage the end to end lifecycle of a case. Cases and Case
Management could apply to any area of assurance, billing, or fulfillment, but presumably reside
in the customer layer. More specifically, Case Management could apply to customer problems
(service affecting or not), bill inquiries, disputes, or areas of ordering if so implemented by the
service provider.
Given Case Management must manage the lifecycle of a case, there must be a means to define
and configure different types of cases along with the workflow to execute the various types of
cases through their respective lifecycles. There must also be the capability to analyze and
correlate cases as well as report on the various cases open at any given time, and archive the
cases once closed. Note: The presentation layer for these applications will be found elsewhere
(Self Service, CSR Toolbox, etc.).
Functions
Case Definition and Configuration

Overview
Case Definition and Configuration applications provide the necessary functionality to define
different types of cases, along with the states for each case type and associated configurations
and workflow.
Functions

Case Detention
Case Definition and Configuration functions are responsible for defining and configuring
the various types of cases. Case types could include general queries, complaints,
commendations, and problem/trouble reporting.
Case Workflow
Overview
Case Workflow applications provide general workflow and orchestration capability for the Case
Management area. This capability will be used to implement the flow defined and configured via
the Case Definition and Configuration application.
Functions
Case workflow orchestration capability
Case Workflow orchestration capability for the Case Management area.
Case Correlation & Analysis

Overview
Case Correlation & Analysis applications provide appropriate functionality to relate cases to
other reported cases (past or present) as appropriate.
Functions
Case Correlation
Case Correlation & Analysis functions provide appropriate functionality to relate cases
as appropriate.
Case correlation can include correlation of multiple cases that have the same root cause as can
be correlated within the customer layer.
Case Tracking & Management

Overview
The Case Tracking & Management application handles the cases based on the definition and
configuration established via the Case Definition and Configuration application. The Case
Tracking & Management application creates and manages case worklists and oversees the
transfer (dispatch or assignment) of the case to appropriate internal applications or work groups,
as well as affiliates or partners& tracks the case until closed and notifies appropriate parties or
applications when the case has been closed/completed.
Functions
Case Tracking & Management transfer Capability

Oversees the transfer (dispatch or assignment) of the case to appropriate internal

applications or work groups, as well as affiliates or partners.
Case Tracking & Management Completion Notification
Notifies appropriate parties or applications when the case has been closed/completed.
Case Tracking & Management Creation Capability
Creates and manages case worklists and includes the need to contact the customer to
inform them of a change in the case.
Case Tracking & Management Escalation Capability
Escalates jeopardies to appropriate management levels.
Case Tracking & Management Real time query Capability
Real time query as well as publish/subscribe mechanisms must also be provided as part
of the above capabilities.
Case Tracking & Management Sequence Capability
Sequences the various steps of the case if required.
Case Tracking & Management Status notification
Provides status on the overall case.
Case Tracking & Management Threshold Notification
Raises jeopardies on the case as appropriate if specified dates and milestones are not
met.
Case Tracking & Management Update Capability
Updates the state of a case as defined by Case Definition and Configuration.
Case Reporting
Overview
Case Reporting applications provide Case Management based reporting.
Functions
Case Reporting
Case Reporting provides various operational reports regarding the status and state of
the various cases in the Case Management application.
Case Archival
Overview
Case Archival Applications provide appropriate functionality to archive and cases at an
appropriate time after case closure.

Functions
Archived Cases Retrieval
Archived Cases Retrieval function provide the means to retrieve the archived cases as
needed.
Case Archiving
Case Archiving functions provide appropriate functionality to archive and cases at an
appropriate time after case closure.

5.18 Customer SLA Management
Figure 29. 5.18 Customer SLA Management
Customer SLA Management

Overview
Customer SLA Management applications include the required functionality to assure that SLA
agreements made between operators and customers are met. This includes processing
measurements made elsewhere and checking the measurements and taking appropriate
actions when the specified agreements are not met. Note: Customers can include partners and
3rd party providers.
Functions
Customer SLA Issue Reception

Overview
Customer SLA Issue Reception applications provide the necessary functionality to receive a
complaint or notice about some product or service with respect to an established customer
service level agreement.
Functions
Customer SLA issue Customer Validation
Customer SLA Issue Reception function to validate an established customer with service
level agreement.
Customer SLA Issue Reception
SLA issue reception of the problem from:
o Customers or customer systems
o Internal systems (SQM, Service Problem Management, Service Performance Management,
and Customer Problem Management as well as billing or fulfillment systems)
Customer SLA Issue Service / Entitlement Validation

Customer SLA Issue Reception function to validate the service entitlement tithe service
level agreement.
Customer SLA Collection

Overview
Customer SLA Collection applications provide the necessary functionality to collect information
about a given SLA issue.
Functions
Customer SLA issue information collection
Customer SLA Collection collects additional customer SLA related information from
established sources, including service quality management, service performance management,
service problem management, third parties, and customers, related to a SLA issue.
Customer SLA Analysis

Overview
Customer SLA Analysis applications provide the necessary functionality to analyze performance
with respect to the established Service Level Agreement.
Functions
Customer SLA analysis preparation
Translating performance and commitment data received into a form suitable for SLA
analysis.
Customer SLA monitoring
Monitoring “pending” SLA violations before they occur (“Jeopardy”) by measuring current
performance/commitment activity compared to SLA thresholds
Customer SLA service to contract analysis
Analyzing the level of service received by the customer and comparing it to the
contractual obligations. This can include analysis of historical SLA information as well.
Customer SLA Violation Management

Overview
Customer SLA Violation Management applications provides the necessary functionality to
manage SLA violations and the activities necessary to resolve the apparent degradation or
violation.

Functions
Customer SLA Violation quantification
Customer SLA Violation Management function to quantify the violation in terms of an
adjustments or actions per the contract. (Per the SLA contract,)
Customer SLA violation remedy initiation
Customer SLA Violation Management function to provide the necessary functionality to
pass adjustment or action on to billing or appropriate systems for remedy
Open Customer SLA violation tracking
Customer SLA Violation Management function to track and manage open Customer SLA
issues.
SLA violation notification
Customer SLA Violation Management function provide the necessary functionality to
notify appropriate people or systems to remedy the SLA violation.
Customer SLA Reporting

Overview
Customer SLA Reporting applications provide the necessary functionality to report on Customer
SLA performance as well as on open SLA issues.
Functions
Produce reports on open SLA issues
Customer SLA Reporting function provide the necessary functionality to report open SLA
issues
Service Level performance reporting
Customer SLA Reporting function provide the necessary functionality to report the
service providers performance per specified service level

5.19 Charge Calculation and Balance

Management
Figure 30. 5.19 Charge Calculation and Balance Management
Charge Calculation and Balance Management

Overview
The Charge Calculation and Balance Management applications are responsible for calculating
customer specific charges and discounts and management of balances. These support both
real-time and batch processing modes of operation.
Functions
Charge Calculation
Overview
The Charge Calculation application assigns a value (monetary or other) to an event in the
context of a product and payer. Charge calculation may be as simple as direct application of a
price to an event or may be complicated, involving a combination of price and other factors
(measurements). The values that result from a charge calculation are not limited to monetary
values – they may represent many types of units (minutes, points, tokens, etc.).
The application accepts events that are:
• Usage events / records or
• Events derived from Customer and Order/Product information that indicate the need for
recurring and onetime charges.
The value that results from Charge Calculation may be used in many subsequent processes,
including:
• affecting a balance (Balance Management)

• the preparation of an invoice (Bill Calculation)
• pay-it-now processing options.
The values that result from the calculation may be expressed as recurring charges/credits, one-
time charges/credits, or usage charges/credits.
Taxes may be calculated for the individual customer specific charges using the Tax application,
otherwise taxes are calculated by the Tax application during the bill calculation process.
Functions
Accumulate events for charge calculation
Accumulate events that provide measurements that will be used in the charge
calculation (e.g. used allowance).
Charge/Credit calculation
Calculate event-level charges/credits (one time, recurring, and usage)
Proration of calculated charges/credits.
Proration of calculated charges/credits.
Recalculation
recalculation of charges/credits based on information received later (e.g. from the
Service Level Agreement function, delayed call detail record file arrival, delayed order arrival).
Recalculation may be necessary: pre-billing (prior to Bill Calculation), during the Bill Calculation
process, and/or post-billing.
Balance Management
Overview
The Balance Management applications are responsible for activities related to the creation and
maintenance of the balances of a customer and/or a subscriber. Balances may be shared (e.g.
between subscribers in a hierarchy). Balance can be managed at most granule level for
example at the level of subscription. These processes will be required to support both batch and
real-time processing. Types of balances include:
• Monetary balances
o Prepaid balances
o Postpaid balances
•Non-monetary balances (e.g. free minutes, WAP-only quota, tokens, etc.)
Functions
Balance expiration dates setting
Record definition of policies regarding temporal aspects of balance
Balance information to the financial systems reporting
Communication of balance information to the financial systems (e.g. General Ledger,
Accounts Receivable) within the enterprise.
Balance inquiry.
Handling of requests regarding balance

Balance Management- Spending-limits enforcement
Enforce spending-limits and credit-control for postpaid balances.
Balance Management Activates log
Provide transaction logs to support reporting activities.
Balance Payment
Reception of customer payments from various sources and applying them to customer
account balances
Balance Replenishment
Replenish top-up recharge of prepaid balances from postpaid accounts (e.g. credit card
or credit balance).
Balance thresholds actions and notifications.
Record definition of policies per balance or balance type of threshold actions and
notification
Charge Calculation Balance updating
Charge Calculation results applied to the balance as a credit or debit.
Minimum Allowable Balance Setting
Record definition of policies per balance or balance type of Minimum Allowable Balance
limit (e.g. balance must remain above zero).
Roll-over and cyclic Balance Management policies.
Record definition of policies per balance or balance type of roll-over and cyclic policies
Splitting charges between multiple balances.
Split charges between multiple balances.
Support for multiple simultaneous sessions
Support for multiple simultaneous sessions that affect a common balance.
Unit reservation creation
Handling of Unit reservation from a balance for a specified interval (session). Unused
units are credited back into the balance when the session is released.

5.20 Billing Events Management
Figure 31. 5.20 Billing Events Management
Billing Events Management

Overview
Billing Event Management encompasses Billing Event Processing and Billing Event Error
Management.
Billing Event Processing provides the functions necessary to collect events that are relevant for
billing processes, relate them to the proper product offering or customer account, and direct the
events to the appropriate billing sub-functions. Billing events include:
• Events that indicate the need for periodic billing of a recurring product charge (from customer
orders).
• Records that indicate the need for billing of a non-recurring charge (from customer orders).
• Records produced by network elements (from usage management). Usage Management will
collect and distribute the network records that will be used in the Billing processes to Billing
Event Management.
Billing Event Error Management functions are a complex set of activities related to
automating the processes of correcting errors in billing events. This often includes the capability
to apply mass corrections.
Functions
Billing Event Processing

Overview

Billing Event Processing includes collection, guiding, distribution, mediation, enrichment,

analysis, summarization, and correlation of billing event records. These functions are required to
support both file and event based processing.
Billing events may originate from many sources. A primary source of billing events is the Usage
Management function. The Usage Management function will provide information produced by
various network elements to Billing Event Processing. Events produced in the Usage
Management function may be used as:
1. Measurements for calculating the charge of purchased products offerings where the price is a
usage price type. The events may report measurements expressed in various units (bandwidth,
duration, quantity, message vs. measured, etc.).
2. Purchase indicators that indicates to Billing that a product offering has been “ordered” by a
customer
• Other sources of billing event records are:

• Third parties
• Ordering platforms
• Other billers
Events to be rated are distributed to the appropriate rating system. Once rated, the events are
returned from Rating to Billing Events Management and from there distributed to Bill
Calculation. Rated events may be used by Balance Management to affect a balance.
Events that indicate a roaming activity are distributed to outside service providers.
Functions
Billing Event Processing Analysis
Billing Event Processing Analysis
Billing Event Processing Summarization Analysis
Billing Event Processing Collection
Billing Event Processing Collection, including gateway functions
Billing Event Processing Correlation
Billing Event Processing Correlation
Billing Event Processing Distribution
Billing Event Processing Distribution
Billing Event Processing Enrichment
Billing Event Processing Enrichment
Billing Event Processing Guiding
Billing Event Processing Guiding
Billing Event Processing Mediation
Billing Event Processing Mediation converts records into a format compatible to the
Billing System
Billing Event Processing Summarization

Billing Event Processing Summarization
Billing Event Error Management

Overview
The Billing Events Error Management function accepts events which have been identified as
being non-processable. Examples could include the inability to identify the owner of the usage
(customer), and inability to apply a valid rate, etc. The function provides users with these
capabilities:
· The ability to categorize unbilled events
· Features to identify the error cause
· Correction capabilities (via mechanized script or manual correction)
· Re-distribution features to send the usage to the proper destination(s)
Functions
Billing event error cause identification
The Billing Events Error Management features to identify the error cause
Billing Event Error Correction capabilities
Correction capabilities via mechanized script or manual correction
Billing Event Error Re-distribution
Re-distribution features to send the usage to the proper destination(s).
Billing Event Error Unbilled events categorization
The ability to categorize unbilled events

5.21 Customer Loyalty Management
Figure 32. 5.21 Customer Loyalty Management
Customer Loyalty Management

Overview
Customer Loyalty Management applications are responsible for the management of the
customer loyalty programs. This includes administration of the general program, prize
management including management of prize partners, as well as loyalty balance management.
Functions
Customer Program Management

Overview
Customer Loyalty Program Management is responsible for administration of the customer
loyalty programs. This includes program rules and registration, management of customer loyalty
profiles within the loyalty program, and all communication with the customer regarding the
loyalty program.
Functions
Loyalty Communications Management
The Communication Management component sends information related to Loyalty
Programs (Point Balance, Prize Request status, renewed Loyalty Code) to external components
in push and pull modes.
Loyalty Program Rules Administration
Loyalty Program Rules and customer loyalty profiles management
Loyalty Subscription Management

The Loyalty Subscription Management component manages subscription and
deactivations to a Loyalty programs. Subscription management includes
- checking customer requirements
- assigning one or more subgroups to which the customer belongs
- assigning welcome points & send welcome messages
- generate the unique Loyalty-identifier
Loyalty Subscription Management can assign multiple traffic channels to loyalty subscriptions
(sim-cards, PBX, Call Data Network etc.)
Customer Loyalty Prize Management

Overview
Loyalty Prize Management maintains the prize lists and prize redemption costs in terms of
loyalty program points. It also assures that the program customer has the points necessary to
select the given prize.
Functions
Loyalty Program Prize Administration
The Loyalty Prize Administration component configures and maintains the prizes and
holds description of their characteristics. Allows for prize differentiation policies on geographical
criteria.
Loyalty Program Prize Selection
The Loyalty Prize selection function lists available prizes and assures that the program
customer has the points necessary to select the given prize.
Customer Loyalty Balance Management

Overview
Loyalty Score Management calculates the customer loyalty score according the
accumulation/decrease rules. Loyalty Score Management must manage accumulation of points
from more than one product source into one or more balance profiles. Loyalty score could
decrease due to prize purchase, point expiration, etc. Score details can be accessed via various
contact channels.
Functions
Loyalty Program Score Balance Management
The Score Management component calculates the score according to
accumulation/decrease rules. When a customer subscribes to the loyalty program with more
than one SIM or other ‘traffic objects’, the Score Management accumulates the points into a
single balance. The loyalty score could decrease for one of the following events: prize purchase,
points expiry or points deletion by Call Centre. The functionality may also include the

visualization of Score details (date, description event type, points, final score) via different
contact Channels (e.g. via Web, IVR, Call Centre).

5.22 Customer & Network Care
Figure 33. 5.22 Customer & Network Care
Customer & Network Care

Overview
The Customer and Network Care domain supports all tools, technology and services that enable
a Service Provider and affiliate Care organizations to support customer inquiries and requests.
The domain encompasses Billing, Assurance, Ordering and Provisioning domains related
inquiries/issues.
This domain supports voice, chat, email, postal mail, and faxes. eService is noted but is
addressed in a separate domain. The domain supports all operational tools used by the
customer service / work center community including desktops and associated user interfaces.
The domain also supports back-office operations as well as center management.
Functions
Role-Based Portal
Overview
The Role-Based Portal focuses on eliminating swivel chair operations, increasing the flexibility
of the work distribution, driving desktop consistency and reducing cost due to functional
duplication. It also promotes role and user based personalization at the agent/center/team level.
The portal provides the ability to combine business functionality (portlets) into a specific role that
comprises the agent’s end-to-end responsibilities.
Functions

Center Administration
Overview
Center Administration provides care-center administrators tools that enable them to efficiently
manage center operations. Operations would include center productivity, performance metrics
collection, training as well as force and skill assignment.
Functions
Contact Channel Management

Overview
Contact Channel Management encompasses the means by which customers of a given service
provider contact Service Providers as well as how service provider agents communicate
internally. It also includes the means to transfer the communication from one channel to
another. Contact Channel Management addresses the routing, queuing and assignment of new
active customer requests based on center utilization and available agents with the appropriate
Skill assignment.
Functions
Channel Infrastructure
Channel Infrastructure represents the cross-channel components that drive consistency
and analytics of the customer experience. Channel infrastructure would manage common
contact event information such as transaction state, statistics, history, etc.
Contact Channel Work Assignment
Contact Channel Work Assignment provides the functionality required to match the
request to the appropriate agent. The assignment is based on criteria such as type of customer,
nature of call, skill requirements, availability, etc.
Contact Queuing
Contact Queueing provides the means to queue the contact until such time that a
suitable agent comes available to work the contact.
Customer/Internal Collaboration/Chat Contact Channel
Customer/Internal Collocation/Chat provides the means for customer to agent or agent
to support online chatting.
Off-Line Contact Channel Management
Off-Line Contact Channel Management provides the means to capture and manage
activities that cannot or were not completed via an online channel contact. It also provides the
means to place an activity on the “off line” queue that originated from an off-line channel such

as email, postal mail, fax, etc.

Note: An activity can be completed on a different channel from which the request originated.
Voice Channel Contact
Voice Channel Contact function provides the means for a customer to speak to a service
representative, including the mechanism to query the customer (e.g. – IVR) on the nature of
their request, and routing of the contact to the best available agent and presentation to the
agent of select call information.
Voice Channel Contact Routing
Contact Skills Management provides the required functionality to capture the list of skills
required for the contacts that might come in. These skills are then associated with the service
provider agents, as well as to contacts.

5.22.1 Role-Based Portal
Figure 34. 5.22.1 Role-Based Portal
Role-Based Portal
Overview
The Role-Based Portal focuses on eliminating swivel chair operations, increasing the flexibility
of the work distribution, driving desktop consistency and reducing cost due to functional
duplication. It also promotes role and user based personalization at the agent/center/team level.
The portal provides the ability to combine business functionality (portlets) into a specific role that
comprises the agent’s end-to-end responsibilities.
Functions
Operations Portal
Overview
The Operations Portal encompasses Portal Infrastructure for internal / center use into which
functional components are plugged. The Framework provides the “foundation” for the
development of agent-facing functionality.
Functions
Support Portal Server
The Operations Support Portal encompasses Portal Infrastructure for internal / center
use into which functional components are plugged. The Framework provides the “foundation” for
the development of agent-facing functionality.

Center Efficiency Tools

Overview
Center Efficiency Tools provides various non-portlet enabled scripts and tools for the agent to
automate specific tasks. This function can also include terminal and system emulators (Citrix,
Attachmate, etc.).
Functions
Support Portal Tools Server
Center Efficiency Tools provides various non-portlet enabled scripts and tools for the
agent to automate specific tasks.
This function can also include terminal and system emulators (Citrix, Attachmate, etc.).

5.22.2 Center Administration
Figure 35. 5.22.2 Center Administration
Center Administration
Overview
Center Administration provides care-center administrators tools that enable them to efficiently
manage center operations. Operations would include center productivity, performance metrics
collection, training as well as force and skill assignment.
Functions
Center Productivity Management

Overview
Center Productivity Management collects metrics, productivity and resource data across all
channels as well as desktop events for management reporting.
Functions
Center Activity Management
Center Activity Management includes the necessary functionality to track activities
performed within a work center. These activities range from orders placed, sales closed,
problems resolved, ticket closed, etc. Most work centers incorporate a detailed activity tracking
mechanism with associated reporting for individual agent performance and is typically rolled up
to support center-level performance as well.
Center Budget Management

Center Budget Management includes the tracking of all center expenses including
operating expenses as well as project expenses. This function is primarily used for managing
project budgets where a project can have long durations, multiple parallel or sequential activities
and may involve work by multiple support resources.
Center Quality Management
Center Quality Management supports the tracking of all quality components of a support
(ordering, outage, provisioning, etc.) project for completeness, accuracy, and customer
satisfaction.
Center Time Management
Center Time Management supports all the time management of a service provider
Agent/CSR/LCM etc....including tracking of hours worked, hours spent in training and other
activities. It includes all time attributes used in the scheduling of resources to meet center SLAs.
This function would also track time associated with a specific activity whether it be a short
(single contact) or long running, multiple contact and team related activity. This aspect of time
may span center resources.
Center Compliance & Training

Overview
Center Compliance & Training manages compliance with customer service / work-center
methods and procedures (M&Ps) & facilitates work center training, including integration to
workforce scheduling and tracking.
Functions
Care-center compliance management
Center Compliance & Training manages compliance with customer service / work-center
methods and procedures
Care-center work center training
Center Compliance & Training facilitates work center training, including integration to
workforce scheduling and tracking.
Center Force & Queue Management

Overview
Center Force & Work Queue Management administers work center workforce and associated
skills-based work assignments. It addresses scheduling, work distribution/assignment and
planning for current and forecasted center work-loads. Center Force & Work Queue
Management also addresses work queuing and work assignment received from various
channels including incoming calls, email, and back-office/front-office work distribution and
queuing. Work Queuing can be on-line (active customer contact) or off line (no customer "on the
line").
Functions
Care-center work queuing

Center Force & Work Queue Management also addresses work queuing and work
assignment received from various channels including incoming calls, email, and back-
office/front-office work distribution and queuing. Work Queuing can be on-line (active customer
contact) or off line (no customer "on the line").
Care-center workforce administration
Center Work Quing Management administers work center workforce and associated
skills-based work assignments. It addresses scheduling, work distribution/assignment and
planning for current and forecasted center work-loads.

5.22.2.1 Center Productivity Management
Figure 36. 5.22.2.1 Center Productivity Management
Center Productivity Management

Overview
Center Productivity Management collects metrics, productivity and resource data across all
channels as well as desktop events for management reporting.
Functions
Center Activity Management includes the necessary functionality to track activities
performed within a work center. These activities range from orders placed, sales closed,
problems resolved, ticket closed, etc. Most work centers incorporate a detailed activity tracking
Center Budget Management includes the tracking of all center expenses including
operating expenses as well as project expenses. This function is primarily used for managing
project budgets where a project can have long durations, multiple parallel or sequential activities
and may involve work by multiple support resources.
satisfaction.


Overview
Center Activity Management includes the necessary functionality to track activities performed
within a work center. These activities range from orders placed, sales closed, problems
resolved, ticket closed, etc. Most work centers incorporate a detailed activity tracking
Functions

Overview
Functions

Overview
Center Budget Management includes the tracking of all center expenses including operating
expenses as well as project expenses. This function is primarily used for managing project
budgets where a project can have long durations, multiple parallel or sequential activities and
may involve work by multiple support resources.
Functions

Overview

satisfaction.
Functions

5.22.3 Contact Channel Management
Figure 37. 5.22.3 Contact Channel Management
Contact Channel Management

Overview
Contact Channel Management encompasses the means by which customers of a given service
provider contact Service Providers as well as how service provider agents communicate
internally. It also includes the means to transfer the communication from one channel to
another. Contact Channel Management addresses the routing, queuing and assignment of new
active customer requests based on center utilization and available agents with the appropriate
Skill assignment.
Functions
Channel Infrastructure represents the cross-channel components that drive consistency
and analytics of the customer experience. Channel infrastructure would manage common
contact event information such as transaction state, statistics, history, etc.
Contact Channel Work Assignment
Contact Channel Work Assignment provides the functionality required to match the
request to the appropriate agent. The assignment is based on criteria such as type of customer,
nature of call, skill requirements, availability, etc.
Contact Queuing
Contact Queueing provides the means to queue the contact until such time that a
suitable agent comes available to work the contact.
Customer/Internal Collaboration/Chat Contact Channel
Customer/Internal Collaboration/Chat provides the means for customer to agent or agent
to support online chatting.
Off-Line Contact Channel Management provides the means to capture and manage
activities that cannot or were not completed via an online channel contact. It also provides the
means to place an activity on the “off line” queue that originated from an off-line channel such
as email, postal mail, fax, etc.

Note: An activity can be completed on a different channel from which the request originated.
Voice Channel Contact function provides the means for a customer to speak to a service
Voice Channel Contact Routing
Contact Skills Management provides the required functionality to capture the list of skills
required for the contacts that might come in. These skills are then associated with the service
provider agents, as well as to contacts.
Customer/Internal Collaboration/Chat
Overview
Customer/Internal Collaboration/Chat supports the tools and integration of Customer or internal
collaboration/chat between customer/agent, agent/agent, and agent/support group.
Functions
Collaboration Blog
Collaboration Blog is a website formed to present a writer's or group of writers'
contributions, observations and opinions about common matters for the collaborative
community. It also allows for commenting and improvements of the contributed material.
Collaboration Calendar
Collaboration Calendar is a common calendar for the collaborative community for
coordination of planning and announcements of events etc.
Collaboration Document Repository
Collaboration Document Repository is a common storage of documents of interest for
the collaborative community. E.g. documents for work in progress and archives of base material
and results.

Overview
Voice Channel Contact applications provides the means for a customer to speak to a service
Functions


Overview
Off-Line Contact Channel Management provides the means to capture and manage activities
that cannot or were not completed via an online channel contact. It also provides the means to
place an activity on the “off line” queue that originated from an off-line channel such as email,
postal mail, fax, etc. Note: An activity can be completed on a different channel from which the
request originated.
Functions
Overview
Channel Infrastructure represents the cross-channel components that drive consistency and
analytics of the customer experience. Channel infrastructure would manage common contact
event information such as transaction state, statistics, history, etc.
Functions

5.23 Privacy Dashboard
Figure 38. 5.23 Privacy Dashboard
Privacy Dashboard
Overview
The Privacy Manager application is used to manage all aspects of the privacy of Data Subjects
(End users), from the creation of Privacy Profile Types, their management, to the display of
Privacy Profiles and provide functionalities for their modification and evolution. The Privacy
Manager provides features depending on authorization and consequently roles of users:
-Administrators: the administrators are in charge of the definition of the Privacy policy and
consequently the creation of the Privacy Profile Type, the maintenance, evolution, depending on
the ability of underlying components that handles Personally Identifiable Information (PII).
-Customer support: the customer support is in charge of the performing some operation on
Privacy Profile on behalf of end-user.
-End-user (Data Subject Party): the end-user is able to view its Privacy Profile, the value of
Privacy Profile attributes, and manage it.
Functions
Privacy Profile Type Creation

Overview
Privacy Profile Type Creation (Administrators):
feature used to create the Privacy Profile Type and the associated Privacy Profile, including
definition of elements from SID where privacy applies, the default and possible values for the
rules of each element.
Functions
Configure the Privacy Rules Values

A Privacy Dashboard function to define default and updated values for the Privacy
Profile including the values for the Privacy Rules, and the default Privacy Profile for each
Privacy Profile Type.
Create the Privacy Profile Type
A Privacy Dashboard function to define and create the Privacy Profile Types by
categorizing the Data Subject Parties, and defining the elements and of the Privacy for the
Privacy Profile Type, both initial and additional for future evolution.
Privacy Data Exposure

Overview
Privacy Data Exposure (End-user): feature used to provide Data Subject Party the ability to view
the current privacy profile attributes for Parties: data concerned by the Privacy Profile,
associated default values of rules defined, current values of rules. The dashboard also provides
possibility for Party to alter this Privacy Profile, based on authorized values. It gives the end-
user a 360° view of the usage authorized or possible of its PII
Functions
Privacy Data Party- Self-Service Updating
A Privacy Dashboard function that provides possibility for the Party to alter the Privacy
Profile, with authorized values.
Privacy Data Party-Self-Service Browsing
A Privacy Dashboard function for Privacy Data Browsing used to provide the "Data
Subject Party" the ability to view the current privacy profile attributes, of the Privacy Profile, both
associated default values of rules defined, and the current values of rules.
Privacy Consent
Overview
Privacy Consent (End-user): feature used to obtain consent from the Data Subject at the time of
an evolution of the Privacy Profile. This can be initiated by the Data Subject when s/he wants to
create a new usage of its PII, or by the Service when requiring an evolution of the Privacy
Profile to deliver a new scenario.
Functions
Privacy Consent Agreement
A Privacy Dashboard function used to obtain consent from the "Data Subject Party" at
the time of a change to the Privacy Profile. This can be initiated by the "Data Subject Party" at
creation of new usage, or by the Service when delivering a new scenario.


6. Service Management Domain
Figure 39. 6. Service Management Domain
Service Catalog Management

Overview
Service Catalog Management is a realization of the Cross Domain Catalog Management
application in the Service Domain. The applications are repositories of service listing within a
service provider and include the ability to design, create, augment and map new entities and
enterprise. See: Cross Domain- Catalog Management for more information.
Functions
New Service Introduction and Maintenance
Introduce and maintain new services as part of the Service Lifecycle Management (SLM)
in appropriate systems e.g. Service Catalogue.
Service Inventory Management

Overview
Service Inventory Management represents the applications which contain and maintain
information about the instances of services in a telecom organization.
A Service Inventory application may store and manage any or all of the following entities:
• Customer facing service (CFS) instances, and their attributes
• Resource facing service (RFS) instances, and their attributes
The Service Inventory may also store and manage service relationships:
• The mapping of services (RFSes or CFSes) to other services and/or service components, the
components being either:
• Other child services
• Resources and the resource domain managers used to implement the service, or
• Services and resources in Supplier/Partner systems used to implement the service

This mapping is stored either intrinsically in the core Service Inventory, or discretely via Service-
Supporting Resource Inventory applications.
Service Inventory may include the following relationship types between entity instances:
• Realization by Composition – A mapping from a service to the child services and/or
resources which specifically compose that service (e.g. the RFS instance or instances whose
whole purpose is to implement a CFS, the assignable resources which realize an RFS). If a
parent service is torn down, child objects with a Composition relationship are typically removed
or reallocated (e.g. transitioned to spares inventory).
• Realization by Aggregation – A mapping from a service to the services and/or resources
which support this service in addition to other services. (e.g. a network access RFS which
supports a number of different network CFSes). If a parent service is torn down, child objects
with an Aggregation relationship are typically maintained as long as at least one other parent
service still exists.
• Dependency – A link between services and/or resources which is not strong enough to
qualify as Composition or Aggregation, but where various Fulfillment, Assurance, and Change
Management processes need to be aware of the relationship. Dependency relationships support
the ability for change management processes to evaluate if a dependent service or resource
may be impacted by changes to a specific service or resource.
Functions
Service Order Management

Overview
Service Order Management applications manage the end to end lifecycle of a service request.
This includes validating service availability as well as the service order request. Other
functionality includes service order issuance, service and or product order decomposition, and
service order tracking along with orchestrating the activation and the test and turn up processes.
Notifications will be issued to the Customer Order Management during the service order
orchestration process (especially upon completion). Such notification can trigger other steps in
the Customer Order Management (e.g. service order completion concludes these steps with
Customer Order Management).
In addition, Service Order Management also provides service design and assignment
functionality.
Functions
Service Problem Management

Overview
Service Problem Management applications are responsible for receiving service affecting
customer problems as well as network troubles/faults, relating the various problems, and

resolving them in an efficient manner. The present operational status is made available as
notifications for immediate action in case of significant operational deviation.
Functions
Service Performance Management

Overview
Service Performance Management Applications monitor, analyze, and report on the end-end
service performance. This can include a real-time, end-to-end view to ensure that each service
is functioning correctly as well as a historical view. These applications build on the Resource
Performance data and active end-end service performance test data to provide a view of a
service. These applications provide a key input to determine the Quality of Service.
Functions
Service Test Management

Overview
Service Test Management applications are focused on ensuring that the various services are
working properly. The service test applications are part of both the fulfillment and the assurance
process. In the fulfillment process, the service test is responsible for ensuring that the assigned
service works as designed, while on the assurance side the service testing applications are
responsible for service trouble/problem isolation. As part of the testing process, these
applications also interface with the trouble process, which can trigger an automatic test.
Functions
Service Quality Management

Overview
Service Quality Management (SQM) applications are designed to allow operators to monitor and
manage the levels of service they are delivering. Service quality measurements are collected
and compared against established quality indicators, and the conclusions made available to
interested parties.
Functions

Service Assurance Control

Overview
Service Assurance Control is responsible for the execution of proactive and reactive rule based
activities to ensure that services provided to customers are continuously available and
performing according to set values for performance and quality. In cooperation with monitoring
and orchestration applications the Service Assurance Control will create an autonomic closed
loop control of the performance and quality as well as mitigation of service problems and fall-
outs.
Functions
Service Assurance Control Calculation
Service Assurance Control Calculation calculates corrective actions to prevent or restore
performance and quality. The calculations are rule based and takes the service’s dynamics into
account to perform a closed loop control to hold the performance and quality at a decided level.
Service Assurance Deviation Monitoring
Service Assurance Deviation Monitoring analyzes the monitoring information to identify
deviations from set values for performance and quality indicators. Service availability deviations
are also detected.
Service Assurance Trouble Mitigation
Service Assurance Trouble Mitigation have autonomic rules to minimize the lack of
service by doing mitigation action e.g. restart or re-routing etc. to mitigate the negative impact
for the customer from a service problem or fall-out.
Service Capability Orchestration

Overview
Service Capability Orchestration application will perform automated service decomposition,
service integration, coordination, and management in service deployment, service activation
and service element updating. The application function fulfills the needs of orchestration for
Operation Support & Readiness, Fulfilment and Assurance and Billing domains applications with
regards to Hybrid ecosystem.
Functions
Service Instantiation and Lifecycle management support
Service Instantiation and Lifecycle management support: Software based Services’
performance and availability may be controlled by managing multiple instances of the service.
The “Service Instantiation and Lifecycle management support” function will control the starting
of new instances and closing of instances of a service.
Service Task Item Configuration and Onboarding
Service Task Item Configuration and Onboarding: When a software based service is
added (on boarded), this onboarding may be automated. There are several systems in the
infrastructure that needs to be aware and integrated with the new service. The “Service
Configuration and Onboarding” function will configure the on boarded service and the relevant
systems to establish integration automatically, when requested.
Service Task Item Decomposition
Service Task Item Decomposition: By a request for an orchestration of a service the
service needs to be analyzed and decomposed into the part-actions necessary to take to fulfill
the requested orchestration. The Service may consist of several services and may use a
number of Resources. It may also be controlled by several parameters for optional behaviors.
This composition of the Service is given by configuration data available from Catalog
applications and the Service Capability Orchestration application.
Service Task Item Sequence Carry Through
Service Task Item Sequence Carry Through: Because of the “Service Decomposition” of
an orchestration request the result may be several actions that needs to take place in a specific
sequence. The “Service Task Item Sequence Carry Through” function executes each individual
item in sequence to fulfill, or roll back according to a pre-defined configuration, and reports the
sequence carry through result.
Service Task Item Sequence Carry Through Configuration
Service Task Item Sequence Carry Through Configuration: The “Service Task Item
Sequence Carry Through” function controls so that the sequence is fulfilled, or rolled back. The
rules for the sequence execution will set the conditions for the fulfillment, or roll-back, and for
the reporting and notification. The “Service Task Item Sequence Carry Through configuration” is
a management of the application function that defines how the execution of the orchestration
sequence will be done.
Service Task Item Sequence Control
Service Task Item Sequence Control: Because of the “Service Task Item
Decomposition” of an orchestration request the result may be several actions that need to take
place in a specific sequence. Each action is an item in the “Service Task Item Sequence” and
will perform according to a pre-configured configuration. The “Service Task Item Sequence
Control” controls the execution of each Item’s action.
Service Task Item Sequence Control Configuration
Service Task Item Sequence Control Configuration: Each item (action) in a Service Task
Item Sequence will perform according to a pre-configured configuration. The “Service Task Item
Sequence Control Configuration” is a management of the application function that defines that
the execution of each service task item (action) will be done as part of an orchestration.

6.2 Service Inventory Management
Figure 40. 6.2 Service Inventory Management
Service Inventory Management

Overview
Service Inventory Management represents the applications which contain and maintain
information about the instances of services in a telecom organization.
A Service Inventory application may store and manage any or all of the following entities:
• Customer facing service (CFS) instances, and their attributes
• Resource facing service (RFS) instances, and their attributes
The Service Inventory may also store and manage service relationships:
• The mapping of services (RFSes or CFSes) to other services and/or service components, the
components being either:
• Other child services
• Resources and the resource domain managers used to implement the service, or
• Services and resources in Supplier/Partner systems used to implement the service
This mapping is stored either intrinsically in the core Service Inventory, or discretely via Service-
Supporting Resource Inventory applications.
Service Inventory may include the following relationship types between entity instances:
• Realization by Composition – A mapping from a service to the child services and/or
resources which specifically compose that service (e.g. the RFS instance or instances whose
whole purpose is to implement a CFS, the assignable resources which realize an RFS). If a
parent service is torn down, child objects with a Composition relationship are typically removed
or reallocated (e.g. transitioned to spares inventory).
• Realization by Aggregation – A mapping from a service to the services and/or resources
which support this service in addition to other services. (e.g. a network access RFS which
supports a number of different network CFSes). If a parent service is torn down, child objects
with an Aggregation relationship are typically maintained as long as at least one other parent
service still exists.
• Dependency – A link between services and/or resources which is not strong enough to

qualify as Composition or Aggregation, but where various Fulfillment, Assurance, and Change
Management processes need to be aware of the relationship. Dependency relationships support
the ability for change management processes to evaluate if a dependent service or resource
may be impacted by changes to a specific service or resource.
Functions
Service-Resource Inventory
Overview
Service-Resource Inventory is a shared function between Service Inventory and Resource
Inventory, and, depending on the needs of an individual organization, may be implemented in a
Service Inventory Management system, a Resource Inventory Management system, some
combination of both, or even in a standalone application which bridges the gap between Service
and Resource Inventory Management.
Service-Resource Inventory entails managing the relationship between RFSes and the
resources and resource domain managers which implement the services on the network.
Resources may all be directly managed by the carrier's Resource Inventory systems, or may
also include references to resources from a Supplier/Partner asset management system.
Typically, this inventory does not track all possible network resources involved in delivery of the
service (this is the realm of Resource Inventory Management systems themselves), but rather:
• Any stand-alone physical or logical resources whose assignment is critical to service fulfilment,
and whose tracking is critical to service operations, assurance, and billing. Examples may
include: modem or other special CPE equipment which may not be tracked directly as part of
the provider network, static IP addresses and other network identifiers, etc.
• Assignment-level resources which represent a larger resource structure supporting the
service, often referred to as an Access Point. Examples include: the ADSL DSLAM port
assigned to a service, a data circuit service assigned customer facing router interface or sub
interface, etc.
• In some cases, the Service-Supporting Resource Inventory may also track the domain
manager applications (e.g. Resource Inventory and/or Activation systems) which manage the
resource in question, although in a mature SOA implementation, the Service-Supporting
Resource Inventory can often be agnostic of which resource layer systems actually master the
resource data.
Functions
Service-Resource Relationship Management
Service-Resource Relationship Creation, Update and Deletion of the relations of stand-
alone physical or logical resources whose assignment is critical to service’s fulfilment, and
whose tracking is critical to service operations, assurance, and billing, as well as, resources,
which represent a larger resource structure supporting the service, often referred to as an
Access Point.
Service-Resource Relationship Management Notifications
Notification of Service-Resource Relationship Management actions to relevant
stakeholders

Service-Resource Relationship Reconciliation / Synchronization

The Service-Resource Relationship Reconciliation / Synchronization function entails
reconciliation of the data in a Service Inventory Management system with inventory discovered
from another source and/or synchronization of mismatched service inventory records.
Service Inventory Reconciliation / Synchronization

Overview
This function entails reconciliation of the data in a Service Inventory Management system with
inventory discovered from another source and/or synchronization of mismatched service
inventory records.
When new service inventory information is discovered, the Service Inventory Reconciliation /
Synchronization system will try to match the newly discovered information with an entity or
entities already existing in the Service Inventory.
If no match is found, the Service Inventory Reconciliation / Synchronization system will typically
assume that a new entity has been discovered and add the entity to the inventory. Alternately,
as decided by the service provider as part of their procedures, the Service Inventory
Reconciliation system may record this event as an exception, implicitly or explicitly triggering a
workflow to resolve the exception. For example, this may happen if the service provider always
expects to have the planned service inventory in their Service Inventory Management systems
before the actual services are activated.
If a match is found and there are no unexpected discrepancies, the Service Inventory
Reconciliation / Synchronization system will update the inventory as needed. For example,
records may be updated to fill in missing attributes or update attribute values which have
changed. If a match is found and there are unexpected discrepancies, the Service Inventory
Reconciliation system will typically raise an exception so that service provider personnel can
correct the problem. Exceptions may be managed within the application itself, via a report, or via
a generalized worklist tool.
Functions

6.3 Service Order Management
Figure 41. 6.3 Service Order Management
Service Order Management

Overview
Service Order Management applications manage the end to end lifecycle of a service request.
This includes validating service availability as well as the service order request. Other
functionality includes service order issuance, service and or product order decomposition, and
service order tracking along with orchestrating the activation and the test and turn up processes.
Notifications will be issued to the Customer Order Management during the service order
the Customer Order Management (e.g. service order completion concludes these steps with
Customer Order Management).
In addition, Service Order Management also provides service design and assignment
functionality.
Functions
Service Order Orchestration

Overview
Service Order Orchestration applications provide workflow and orchestration of the service
order across the Service Order Management area.
Functions

Service Design/Assign
Overview
The Service Order Design/Assign application performs end to end engineering design of
service.
Functions
Service Configuration Management

Overview
The Service Configuration Management application is similar to the service design/ assign
functions outlined elsewhere in this publication, but supports aggregate customer facing
services. To explain this area in general, it is necessary to see a clear difference between
services and networks /resources. Services can be viewed as being comprised of a number of
building blocks - e.g. bandwidth, security, maintenance packages, SLAs, QoS, specific features
e.g. voicemail. Service Configuration management might be either the setup of network /
resource components for a customer, or a class of customers of a generic service build. Service
configuration can be derived from order details in addition to inherent business rules from
service specifications and the service view in the Service Inventory Management application.
Functions
Compose a service configuration plan
Function for composition of a service configuration plan according to the required service
actions and sent to Service Order Orchestration and/or Service Activation Management
Cross service dependencies
Support for appropriately consider cross service dependencies as part of the
configuration activities to fulfil a service order
Service Configuration
Configuring the specific service and its parameters as appropriate for the fulfilment of a
service order
Service parameters allocation
Allocating the right service parameters to fulfill service orders
Service parameters reservation
Reserve the right service parameters based on service specification and service
inventory for a service order
Update service inventory
Update information in the service inventory according to the configuration of specific
services
Service Activation Management

Overview
This application is responsible for activation of specific services based on the specific service
configuration.
Functions
Activation notifications
The function provides notifications on successful activation; in cases of exceptions send
fallouts to Service Order Orchestration and manage rollbacks activities (if applicable)
Plan service activation
Planning of service activation to access, plan and gather additional information for
service activation
Service configuration activation
Implements and activates the specific service configuration against the service
configuration plan (including activation of CPE if part of the service offering)
Service Order Publication

Overview
Service Order Publication applications issue valid and complete service orders, and stores the
order into an appropriate data store.
Functions
Issues and store service orders
The Service Order Publication function issues valid and complete service orders, and
stores the order into an appropriate data store.
As part of order publication, additional data might be obtained or derived to support downstream
functions that are not provided in the service order request.
Service Order Establishment

Overview
Service Order Establishment applications provide the necessary functionality to establish a valid
service order.
Functions


6.3.2 Service Order Orchestration
Figure 42. 6.3.2 Service Order Orchestration

Overview
Service Order Orchestration applications provide workflow and orchestration of the service
order across the Service Order Management area.
Functions
Product/Service Order Decomposition

Overview
Product/Service Order Decomposition applications decompose product orders into service
orders, and a service order into resource order requests, and then distributes each request to
perform the work.
Functions
Service Order decomposition
The Service Order Decomposition function decomposes the service orders, into sub-
sequent service orders and resource order requests, and then distributes each request to
perform the work.
This function also translates planned design changes into implementation jobs (which could
include service ordering and/or delivery) that may span multiple resource facing services and
technology domains. This might require additional data gathered via Service Data Collection.
Note: If an order repository or common order data services (common model) layer is being
used and shared across layers (Customer, Service, and Resource layers), this decomposition
can be simplified
Service Order Tracking & Management

Overview
Service Order Tracking & Management applications provide the functionality necessary to track
and manage the distributed requests decomposed by Product/Service Order Decomposition.
Functions
Service Order Completion
Completes the service order when all resource orders have been completed.
Service Order Enquiry
Provides status on the overall service order.
Sequences resource order provisioning if required.
Service Order Tracking
Tracks the various resource orders until completed.
Service Order Transfer Supervision
Oversees the transfer of Service Order Requests to appropriate resource providers.

6.3.4 Service Design/Assign
Figure 43. 6.3.4 Service Design/Assign
Service Design/Assign
Overview
The Service Order Design/Assign application performs end to end engineering design of
service.
Functions
Design Solution
Overview
Design Solution applications determine the end to end service design.
Functions
Service design management
The Design Solution function supports the end to end service design. It applies
engineering rules to determine required network facilities, equipment configurations and the
method and access path to the customer site or location of service termination.
This function also establishes and manages the detailed design tasks required to issue the work
orders.
Assign/Procure Network Resources

Overview
Assign/Procure Resources applications determine facility and equipment availability.
Functions
Network facility selection/assignment

In service design/assign the function selects/assigns appropriate network facility route(s)
and configures facility equipment per engineering rules as well as obtains new assets from
network plan and build (capacity management) if required.
Resource Availability Check
Determines facility and equipment availability needed for service designing/assigning. It
checks appropriate network facility route(s) according to engineering rules.
Procure Access
Overview
Procure Access applications obtain access paths to the customer or service location.
Functions
Access Path Procurement
The Access Path Procurement function obtains access paths to the customer or service
location through supply chain (internal or external) which is managed or delegated in the form of
a resource order or a resource facing service order.
Procure CPE
Overview
Procure CPE applications determine customer premise equipment needs and availability as well
as assign assets or orders CPE.
Functions
CPE Procurement
The CPE Procurement function determines customer premise equipment needs and
availability as well as assigns assets or orders CPE via supply chain processes as appropriate.

6.3.9 Service Order Establishment
Figure 44. 6.3.9 Service Order Establishment
Service Order Establishment

Overview
Service Order Establishment applications provide the necessary functionality to establish a valid
service order.
Functions
Service Data Collection

Overview
Service Order Data Collection applications gather any needed service data to aid in the
verification and issuance of a complete and valid service order.
Functions
Service Data Collection
The Service Data Collection function gathers any needed service data to aid in the
verification and issuance of a complete and valid service order as well as data necessary to
address dependencies between service and/or resource orders.
Service Order Validation

Overview

Service Order Validation applications provide the required functionality to validate a service
order request.
Functions
Service Order Validation
The Service Order Validation function validates the service order request based on
contract, catalog, and provisioning rules.
Service Availability
Overview
Service Availability applications validate that the service or services are available and feasible at
the specified customer/service location.
Functions
Service address validation
Service address validation function validates that the service or services specified on the
service order are feasible from a network point of view.
Service availability validation
Service availability validation function validates that the service or services specified on
the service order are available at the specified customer/service location.

6.3.9.3 Service Availability
Figure 45. 6.3.9.3 Service Availability
Service Availability
Overview
Service Availability applications validate that the service or services are available and feasible at
the specified customer/service location.
Functions
Service address validation
Service address validation function validates that the service or services specified on the
service order are feasible from a network point of view.
Service availability validation
Service availability validation function validates that the service or services specified on
the service order are available at the specified customer/service location.
Service Address Validation

Overview
Service Address Validation applications validate the service address against appropriate
address databases.
Functions
Service Availability Validation

Overview
Service Availability Validation applications validate that the service is available and supportable
at the requested location.
Functions
Service Termination Points Determination

Overview
Service Termination Points Determination applications determine the appropriate service
provider entry point.
Functions
Service Termination Points Determination
The Service Termination Points Determination function determines the appropriate
service provider entry point to support the Customer's service request.
Determine Access Provider

Overview
Determine Access Provider applications identify and select available access providers or access
technology at the given location.
Functions
Determine Access Provider
The Determine Access Provider function selects an access provider among identified
available access providers or access technologies at the given location, based on business
rules.
Determine Delivery Interval

Overview
The Determine Delivery Interval applications calculate the service delivery due date.
Functions
Determine Delivery Interval
The Determine Delivery Interval functions calculates the service delivery due date using
network capacity, access provider selection and work center intelligence (including workload
and capacity).

6.5 Service Problem Management
Figure 46. 6.5 Service Problem Management
Service Problem Management

Overview
Service Problem Management applications are responsible for receiving service affecting
customer problems as well as network troubles/faults, relating the various problems, and
resolving them in an efficient manner. The present operational status is made available as
notifications for immediate action in case of significant operational deviation.
Functions
Service Problem Reception

Overview
Service Problem Reception applications provide appropriate functionality to receive problems
that are perceived to be service affecting.
Functions
Service Problem Reception
Service Problem Reception functions provide appropriate functionality to receive
customer problems (manually or automated) that are perceived to be service affecting as well
as resource troubles (faults).
Service Problem Monitoring

Overview
Service Problem Monitoring applications provide the necessary functionality to continuously
monitor the present operational status of the provider's services. The present operational status
is made available as notifications for immediate action in case of significant operational
deviation.
Functions
Service Problem Monitoring Collection
The function is responsible for collecting the status messages and correlating them to
service topology and comparing them to the established Service monitoring model.
Service Problem Monitoring Reporting
Service Problem Monitoring Reporting function is responsible for displaying and notifying
the operational status of services to operations personnel and applications.
Service Problem SLA Monitoring
Service Problem SLA Monitoring function is comparing the service problem status' and
availability against established service level agreements.
Service Problem Analysis

Overview
Service Problem Analysis applications provide necessary functionality to diagnose the service
problem. The application will also correlate customer problems with resource troubles, and
prioritize the problem appropriately. Service problems impacting the availability of customer
services will notify operations applications for immediate manual or automatic mitigation or
correction.
Functions
Service Problem Configuration Verification
Support function for Verification that service configuration matches the product features
Service Problem Prioritization
Prioritization of currently open service problems, giving consideration to problem impact,
service level agreement, etc. The function will send notifications to operations applications for
manual or automatic mitigation or correction.
Service Problem Test Analysis
Analysis function for analysis of service problem test results
Service Problem Test Issuing
Issuing service tests, including one time tests or a series of tests over a period of time.
Notify the test results to operations personnel and applications.
Service Root Problem Analysis
Analysis of customer's present and past problem information by correlation and
consolidation of the various customer problems and resource troubles into a single root service
problem
Service Problem Correction & Resolution


Overview
Service Problem Correction & Resolution applications provide the necessary functionality to
resolve the serve problem back to a normal operational state as efficiently as possible.
Functions
Service Problem Correction & Resolution
Service Problem Correction & Resolution functions provide the necessary maintenance
functionality to resolve the service problem back to a normal operational state as efficiently as
possible, and automated notification to applications responsible for automatic problem mitigation
on the services and resources.
This may involve automated or manual restoration activities. It may also reconfiguration, re-
assignments, temporary work-arounds, and/or dispatches of field technicians.
Service Problem Correction Reporting
Service Problem Correction Reporting and notification of correction status to applications
and personnel responsible for problem mitigation of the services and resources.
Service Problem Tracking & Management

Overview
Service Problem Tracking & Management applications provide necessary functionality to assure
that service problems are remedied as efficiently as possible.
Functions
Service Problem Tracking & Management
Service Problem Tracking & Management functions provides necessary functionality to
assure that service problems are assigned, coordinated, and restored efficiently, escalating as
needed.
Service Problem Reporting

Overview
Service Problem Reporting applications provide the necessary functionality to report on the
status of open service problems.
Functions
Service Problem Reporting
Service Problem Reporting functions provide the necessary functionality to report on the
status of open service problems. This includes operational reports, management reports,
reports against various metrics, as well as information needed by other BSS or OSSes.
Service Problem Model Establishment


Overview
Service Problem Monitoring Model Establishment applications provide the necessary
functionality to establish what will be monitored and how it will be monitored in terms of service
problem.
Functions
Service Problem Monitoring Model Data Definition
Accepting input from customer contracts, service definitions (KQIs, SLOs etc.) or
changes in the service topology which needs to be established for monitoring of services writ to
problems.
Service Problem Monitoring Model Data Integration
Establishment of data sources for monitoring of the above.
Service Problem Monitoring Model Definition
Definition of the service problem monitoring model and its dependencies
Service Problem Monitoring Model Establishment
Establishment of model to derive, identify and mitigate Service Problem.

6.7 Service Performance Management
Figure 47. 6.7 Service Performance Management
Service Performance Management

Overview
Service Performance Management Applications monitor, analyze, and report on the end-end
service performance. This can include a real-time, end-to-end view to ensure that each service
is functioning correctly as well as a historical view. These applications build on the Resource
Performance data and active end-end service performance test data to provide a view of a
service. These applications provide a key input to determine the Quality of Service.
Functions
Service Performance Monitoring

Overview
Service Performance Monitoring applications provide the necessary functionality to continuously
collect data and monitor the performance of the service provider's services. The collected data
is logged and made available for further analysis, and present performance made available as
notifications for immediate action in case of significant deviation.
Functions
Service Data aggregation and trending
Aggregation and trending of collected Service Performance Data
Service performance data collection

Collection of Resource Performance Data from the Resource Management Applications

(or directly in the absence of Resource Performance Management application) and Collection of
Service Performance data through end-to-end tests done internally through the application or
external Service Test applications. Including archiving.
Service performance event correlation and filtering
Service performance event correlation and filtering, mapping the performance data to
service topology and identifying service related performance problems
Service performance monitoring
Monitoring of Service performance data including notification and accumulation for e.g.
Service Performance Dashboard.
Service Performance Analysis

Overview
Service Performance Analysis applications provide the necessary functionality to continuously
analyze the performance of the various service providers’ services. The analyzed data is logged
and made available for reporting, and present analysis results made available as notifications
for immediate action in case of significant deviation.
Functions
Service Performance Data Analyzing
Service Performance Analysis functions provide the necessary functionality to analyze
the performance of the various service provider's services. This includes:
• Analyzing performance data received from Service Performance Monitoring
• Notify operations applications for automatic or manual action in case of alarming analysis
results.
• Provide recommendations for performance improvements and trend analysis
Service Performance Root Cause analysis
Support for analyzing performance data received from Service Performance Monitoring,
considering service topology to support determining the root causes of service performance
degradations
Service Performance Reporting

Overview
Service Performance Reporting provides the necessary functionality required to generate
reports about the performance of the service provider's services.
Functions
Service Performance Reporting
Service Performance Reporting provides the necessary functionality required to
generate reports about the performance of the service provider's services.
These reports may be generated as part of the normal periodic operations ("scheduled"), or may
be as a result of a specific analysis request ("in-demand"). Report types include near real time,
historical view, and trend analysis.
Relevant performance reports are also provided to service/network planning to perform network
updates.

6.8 Service Test Management
Figure 48. 6.8 Service Test Management
Service Test Management

Overview
Service Test Management applications are focused on ensuring that the various services are
working properly. The service test applications are part of both the fulfillment and the assurance
process. In the fulfillment process, the service test is responsible for ensuring that the assigned
service works as designed, while on the assurance side the service testing applications are
responsible for service trouble/problem isolation. As part of the testing process, these
applications also interface with the trouble process, which can trigger an automatic test.
Functions
Service Test Strategy and Policy Management

Overview
Service Test Strategy and Policy Management applications provides the necessary functionality
to manage the rules that define the strategies for conducting various service tests.
Functions
Service Test result interpretation policies management
Service Test Strategy and Policy Management interpretation of test results functions
provide the necessary functionality to manage how the test results should be interpreted.
Strategies can range from simple (e.g. - check the status of a router) to complex (e.g. - perform
an end-to-end test on a circuit and sectionalize the problem).
Test Strategy Management
Service Test Strategy and Policy Management functions provide the necessary
functionality to manage the local rules that define the strategies for conducting a test as well as
how the test results should be interpreted.
Service Test Lifecycle Management

Overview
Service Test Lifecycle Management applications provides the necessary functionality to manage
the end-to-end lifecycle of a test of a resource.
Functions
End-to-End Test Management
Service Test Lifecycle Management functions provides the necessary functionality to
manage the end-to-end lifecycle of a test of a service.
Including the management of scheduling, retrieval of appropriate inventory data, setting up the
test configuration, acquisition and management of test resources, test execution, test results
interpretation, reporting of test results and close down of the test of the service.
Management of service testing rules
Management of service testing rules
Reporting of service test results
Reporting of service end to end test results back to the client
Retrieval of appropriate service inventory data
Retrieval of appropriate inventory data for service end to end testing
Service end to end test configuration Setting and Tearing
Setting up and tearing down the end to end test configuration for service testing
Service end to end test execution
Test execution of the end to end service testing
Service end to end test results interpretation
Service end to end test results interpretation
Service end to end test scheduling
Scheduling of end to end testing of services
Service test resources acquisition and management
Acquisition and management of end to end test resources including test head availability
Acquisition and management of test resources
Service Test Command and Control

Overview
The Service Test Command and Control application provides the necessary functionality to
access, command, and control the devices required for service testing.
Functions
Test Access and Control
The Service Test Command and Control function provides the necessary functionality to
access, command and control the various service test devices required to perform service
testing.
Service Test Services

Overview
Service Test Services applications provides the means to access the testing capabilities.
Functions
Automated invocation of service test services
Automated invocation of Service Test Services for test and retrieval of results from the
resource testing capabilities.
Manual service test services initiation and control
Manual Service Test Services via a user interface (GUI) function that provides the
means to access the testing capabilities.

6.9 Service Quality Management
Figure 49. 6.9 Service Quality Management
Service Quality Management

Overview
Service Quality Management (SQM) applications are designed to allow operators to monitor and
manage the levels of service they are delivering. Service quality measurements are collected
and compared against established quality indicators, and the conclusions made available to
interested parties.
Functions
Service Quality Model Establishment

Overview
Service Quality Model Establishment applications provide the necessary functionality to
establish what will be monitored and how it will be monitored in terms of service quality.
Functions
Quality Data Sources Establishment
Definition and establishment of data sources for monitoring of input from customer
contracts or service definitions.
Quality Indicator Establishment
Establishment of KQIs and SLOs and the rules and policies connected to them.
Service Quality Model Definition

Definition of the service quality model and its dependencies
Service Quality Collection & Monitoring

Overview
Service Quality Collection & Monitoring applications provide the necessary functionality to
continuously collect and monitor service quality as determined by Service Quality Model
Establishment. The collected data is logged and made available for further analysis, and
present quality level made available as notifications for immediate action in case of significant
deviation. Collects service quality related information from established sources, including
service performance management, service problem management, third parties, and customers
Functions
Service Quality Collection & Monitoring
Service Quality Collection & Monitoring collects service quality related information from
established sources, including service performance management, service problem
management, third parties, and customers. Collected data is logged for further analysis and
monitored for direct notification in case of significant quality deviation.
Service Quality Analysis

Overview
Service Quality Analysis applications continuously analyze and evaluate the quality of services
being delivered by the service provider. The analyzed data is logged and made available for
reporting, and present analysis results made available as notifications for immediate action in
case of significant deviation.
Functions
Quality Analysis conclusions
Support function to provide conclusions to relevant areas to make improvement
proposals
Service Quality Analyzing
Service Quality Analysis functions analyze and evaluate the quality data collected by
Service Quality Monitoring, and considering the past service quality data or system environment
data in the analysis, notifying operations applications for automatic or manual action in case of
alarming analysis results.
Service Quality Comparison
Comparison of the collected service quality data to the KQIs and SLOs established by
SQM Establishment.
Service Quality Correlation
Service quality information correlation from various sources to determine root cause and
impact
Service Quality Trending

Service quality evaluation of the trends over time
Service Quality Reporting

Overview
Service Quality Reporting applications generate various reports on service quality and makes
them available for consumption.
Functions
Service Quality Reporting
Service Quality Reporting functions generate various reports on service quality and
makes them available for consumption. E.g. Visual aids

7. Resource Management Domain
Figure 50. 7. Resource Management Domain
Resource Lifecycle Management

Overview
Lifecycle management is fundamentally responsible for adding, churning and removing network
and IT capacity. Where capacity is added, it is made available to subsequent Utilization, Quality
and Accounting management.
Lifecycle management provides support for both Operational and Strategy, Infrastructure and
Product wings of Business Process Framework.
Eight specialist resource development and management applications are proposed here, in
order to their normal sequencing.
1. Strategic Planning
2. Capability Specification
3. Tactical Planning
4. Resource Specification
5. Implementation Planning
6. Planning Design Automation
7. Spares & Warehouse Inventory
8. Resource Commissioning & Configuration
These represent distinct, real world planning functions and may consist of sub-functions. They
apply to all network engineering for fixed, mobile and cable and IT applications. The term
‘networked resource’ is used for the totality of applications and network used to deliver the
applications to consumers over any form of network media.
Functions
Resource Inventory Management


Overview
Resource Inventory applications manage information of all resources used to implement
services and products. This application area is typically linked to various element management
systems (i.e. building inventory for actual server, applications, network and resource assets)
and resource inventory database systems which may or may not be combined with Service
Inventory Application(s) or database(s).
In addition, Resource management applications have a major role to play managing spare
parts& passive resources including cable pairs and external plant and passive customer
premises equipment. In addition, Resource Inventory applications are used to discover and
manage underutilized or ‘stranded’ resources.
Functions
Resource Information Model Creation
Based on a standardized information model (e.g. TM Forum Information Framework) for
the resources to be managed, the service provider would need to add a lot of detail concerning
the resource attributes that are to be managed. The specific details will depend on the particular
resources (e.g., particular types of managed elements and equipment) and associated
technologies (e.g., SONET/SDH, ATM and Ethernet) to be managed.
Resource Inventory Reconciliation
This function entails a reconciling function for the inventory with inventory discovered
from another source (typically, the network). When new inventory information is discovered, this
is tried to be matched with an entity or entities already known.
Resource Inventory Retrieval
This function allows for client operations support (service assurance and billing systems)
to retrieve part or all of the resource inventory known to the target OSS.
This feature may allow the following selection criteria:
• retrieval of a specified set of one or more sub-trees
• exclusion or inclusion of specified object types from the selected sub-tree
• further filtering based on attribute matching
• retrieval of only the object instances that have been modified after a provided date and time
• For the selected objects, this feature may allow the client operations support (service
assurance and billing systems) to specify what specific attributes and relationships shall be
returned. This (the attributes and relationships to be returned) would be the same for all objects
of the same type.
Resource Inventory Update
This function entails requesting that another inventory (referred to as the target OSS)
update its inventory based on a provided collection of updates. The expectation is that the target
inventory is updated as requested, but no other side-effects are expected (e.g., creating an SNC
in the network). This is a key point concerning this capability. The inventory update request can
involve addition (new object), modification (change to an existing object) or deletion (removal of
an object).
Resource Inventory Update Notifications
This function entails the generation of inventory update notifications based on changes
to the inventory; Notifications concerning object creation, object deletion and attribute value
changes to other systems.
• Single Entity Notifications – in this variation of the feature, each notification pertains to only
one entity, e.g., an equipment instance
• Multi-entity Notifications – in this variation of the feature, a single notification may report on
inventory changes for multiple entities.
• Notification Suppression – in this variation of the feature, each notification pertains to only one
entity.
Resource Order Management

Overview
Resource Order Management applications manage the end to end lifecycle of a resource order
request. This includes validating resource availability as well as the resource order request.
Other functionality includes resource order issuance, resource and or service order
decomposition, and resource order tracking along with orchestrating the activation and the test
and turn up processes.
Notifications will be issued to the Service Order Management during the resource order
the Service Order Management (e.g. resource order completion concludes these steps with
Service Order Management).
In addition, Resource Order Management also provides network design and assignment
functionality.
Functions
Resource Domain Management

Overview
Resource Domain Management is the application area that provides exposed resource services
that are available to all other application areas, including those others in the Resource
Management layer.
Resource Domain Management’s roles are to hide the idiosyncrasies/complexities of the
Network and its building blocks (Infrastructure, IT computing, and IT applications equipment
etc.) from the rest of the OSS/BSS estate, freeing it to be agile and make it technology and
vendor neutral.
Resource Domains are defined as a set of entities building the networks and its building blocks
of, Infrastructure, IT computing, IT applications, equipment etc., which have a common set of
policies applied to them based on for example technology, topology etc. The general concept of
a Domain allows for overlapping, provided there are no policy conflicts. But in principle they
should does not operate in any cross-domain capacity.
It is the responsibility of the other Resource Management layer applications to perform any
cross-domain functions such as forecasting, capacity planning and design, and or for co-
coordinating activation, root cause analysis and performance monitoring.
Functions
Resource Process Management (Workflow/ Integration)

Overview
Resource Process Management (Workflow/Integration) involves the workflow planning and
integration between resource provisioning and change processes. A vital component in this job
is the logistics coordination. Delays and logistic disturbances can have a huge negative impact
the resource projects and a jeopardy management with early discovery of disturbances and that
warns for consequences is vital.
Functions
Voucher Management
Overview
The Voucher management application handles all aspects of prepaid recharge vouchers. A
voucher has a unique serial number and may have a PIN code by which it is identified. The PIN
code may be covered, and scratched off in order to use the voucher. Other forms of vouchers
include e-vouchers that may have a pin generated only after activation. Customers can use
vouchers to recharge their balances by various methods including contacting the call center and
providing the CSR with the voucher or via self-service system.
The application performs automation of the voucher lifecycle, and should support a wide variety
of voucher types. Voucher Management should also provide encryption, voucher tracking, as
well as address fraud and handle various distribution channels. As such voucher can be placed
on the entire gamut of the Resources Domain with strong affiliation to the Billing vertical
because of the monetary value of the vouchers.
Functions
Voucher Distribution
Voucher Distribution to dealers including shipment and validation of reception of actual
vouchers
Voucher Life Cycle Management
Voucher Life Cycle Management including activation, locking, expiration and
maintenance of purchased vouchers
Voucher Ordering
Voucher Ordering including the ability to generate, modify, authorize and associate a
PIN with serial numbers and dispatch the order to the manufacturer
Voucher Reporting

Voucher Reporting function for querying and reporting of related data
Resource Performance Management

Overview
Resource Performance Management applications monitor, analyze, and report on the
performance of the service provider's resources.
Functions
Fault Management
Overview
Fault Management applications provide necessary functionality to manage faults associated
with specific resources. This includes the detection, isolation, resolution, and reporting of
various faults.
Functions
Resource Test Management

Overview
Resource Test Management applications are focused on ensuring that the various resources
are working properly. The resource test applications are part of both the fulfillment and the
assurance process. In the fulfillment process, the resource test is responsible for ensuring that
the assigned service works as designed, while on the assurance side the resource testing
applications are responsible for fault isolation. As part of the testing process, these applications
also interface with the trouble process, which can trigger an automatic test.
Functions
Workforce Management
Overview
Workforce Management applications manage field forces to make optimum use of manpower
and other resources such as vehicles. They are used to schedule resources, provide a map of
field skill sets and provide forecasting and load balancing capabilities. Workforce Management

can be used to manage both internal and external resources in areas of service assurance,
provisioning, routine work, and preventive maintenance.
Functions
Network Number Management

Overview
Network Number Management provides the necessary functionality for Number Inventory
Management and Number Portability.
Functions
Usage Management
Overview
Usage Management is the conduit for usage events of various types and formats from the
different event generating functions like networks, applications, infrastructures, “Management
and Control” etc. to various processes such as billing, legal compliance, and service assurance.
Usage Event records are collected/processed, edited, correlated, enriched, formatted and
distributed to upstream systems. It is not necessary that all usage events are always charged
but might be used for enrichment of other usage events.
The Usage Management function supports various types of charging for sessions and events,
for example, application instance, Max/Min usage based on flexible time intervals or active
users of the application in both batch and real-time.
Functions
Location Management
Overview
Location Management provides the required functionality to manage the physical and logical
attributes of location data for the service provider. It can include addresses (street, city,
state/province, & country), geospatial information (lat/long), as well as common code
information (such as CLLI - Common Language Location Identifier). This location inventory can
include both customer location data as well as service provider location data (anything of
interest to the service provider to support their operational needs).
Functions

Location Change History Management

Tracks all changes of location data, making available attributes according their historical
values in certain periods.
Location information Profiling
Generates different views for different business cases (e.g. different format of address
strings)
Location Replenishment Function
Provides means to update the repository with new/updated location information from
external sources.
Location Search Function
As part of the Location Management provide the ability to search for a provided
location/address, including the ability to return near matches if an exact match is not found.
Location Structure Data Management
Provides facilities for creating, modifying and deleting data structures according to
business rules of Service Providers or national and international location regulations. Also,
utilities for defining sets of location attributes, levels and hierarchies should be available.
Repository integrity handling
Provides ability to maintain data integrity in the whole location repository. It’s especially
important if there are many external data sources that deliver new addresses for the repository.
Resource Capability Orchestration

Overview
Resource Capability Orchestration application will perform automated Resource Task Item
decomposition, integration, coordination, and management in resource deployment, resource
instantiation and resource element updating. The application function fulfills the needs of
orchestration for Operation Support & Readiness, Fulfilment and Assurance domains
applications in the Resource Layer with regards to Hybrid ecosystem.
Functions
Resource Configuration and Onboarding
Resource Configuration and Onboarding: When a resource is added (on boarded), this
onboarding may be automated. There are several systems in the infrastructure that needs to be
aware and integrated with the new resource. The “Resource Configuration and Onboarding”
function will configure the on boarded Resources and the relevant systems to establish
integration automatically, when requested.
Resource Instantiation and Lifecycle management support
Resource Instantiation and Lifecycle management support: Resource performance and
availability may be controlled by managing multiple instances of the Resource allocated to one
or more applications. The “Resource Instantiation and Lifecycle management support” function

will control the starting of new instances and closing of instances of a Resource like but not
limited to CPU, Memory etc.
Resource Task Item Decomposition
Resource Task Item Decomposition: By a request for an orchestration of a resource the
Task Item needs to be analyzed and decomposed into the part-actions necessary to take to
fulfill the requested resource orchestration. The resource task item may consist of several
resource tasks and may use a number of Resources. It may also be controlled by several
parameters for optional behaviors. This composition of the Resource is given by configuration
data available from Catalog applications and the Resource Capability Orchestration application.
Resource Task Item Sequence Carry Through
Resource Task Item Sequence Carry Through: Because of the “Resource Task Item
Decomposition” of an orchestration request the result may be several actions that needs to take
place in a specific sequence. The “Resource Task Item Sequence Carry Through” function
executes each individual item in sequence to fulfill, or roll back according to a pre-defined
configuration, and reports the sequence carry through result.
Resource Task Item Sequence Carry Through configuration
Resource Task Item Sequence Carry Through configuration: The “Resource Task Item
Sequence Carry Through” function controls so that the sequence is fulfilled, or rolled back. The
rules for the sequence execution will set the conditions for the fulfillment, or roll-back, and for
the reporting and notification. The “Resource Task Item Sequence Carry Through configuration”
is a management of the application function that defines how the execution of the orchestration
sequence will be done.
Resource Task Item Sequence Control
Resource Task Item Sequence Control: Because of the “Resource Task Item
Decomposition” of an orchestration request the result may be several actions that need to take
place in a specific sequence. Each action is an item in the “Resource Task Item Sequence” and
will perform according to a pre-configured configuration. The “Resource Task Item Sequence
Control” controls the execution of each Item’s action.
Resource Task Item Sequence Control Configuration
Resource Task Item Sequence Control Configuration: Each task item (action) in a
Resource Task Item Sequence will perform according to a pre-configured configuration. The
“Resource Task Item Sequence Control Configuration” is a management of the application
function that defines that the execution of each resource task item (action) will be done as part
of an orchestration.
Resource Catalog Management

Overview
Resource Catalog Management is a realization of the Cross Domain Catalog Management
application in the Resource Domain. The applications are repositories of resource listing within
a service provider and include the ability to design, create, augment and map new entities and
enterprise. Since resource catalogs usually contain a verity of resource types such as directory

numbers, addresses, cables and network devices they would typicality be a standalone
implementation covering the basic functionalities in Cross Domain, the layering relation between
the service and resource catalog will be realized in the other Resource Lifecycle Applications.
See: Cross Domain- Catalog Management for more information.
Functions
Catalog Management Functions for Resources
Resource Catalog Management Functions are equivalent to the functions of the Catalog
Management in the Cross Domain.

7.1 Resource Lifecycle Management
Figure 51. 7.1 Resource Lifecycle Management
Resource Lifecycle Management

Overview
Lifecycle management is fundamentally responsible for adding, churning and removing network
and IT capacity. Where capacity is added, it is made available to subsequent Utilization, Quality
and Accounting management.
Lifecycle management provides support for both Operational and Strategy, Infrastructure and
Product wings of Business Process Framework.
Eight specialist resource development and management applications are proposed here, in
order to their normal sequencing.
1. Strategic Planning
2. Capability Specification
3. Tactical Planning
4. Resource Specification
5. Implementation Planning
6. Planning Design Automation
7. Spares & Warehouse Inventory
8. Resource Commissioning & Configuration
These represent distinct, real world planning functions and may consist of sub-functions. They
apply to all network engineering for fixed, mobile and cable and IT applications. The term
‘networked resource’ is used for the totality of applications and network used to deliver the
applications to consumers over any form of network media.
Functions

Resource Commissioning & Configuration Management

Overview
These applications are responsible for managing and tracking the configuration of the resource
(AKA CMDB). These applications typically work in a federated environment, where they rely on
other applications for the data
Functions
Resource commissioning
Resource commissioning process - Manage the commissioning process of a resource
and ensuring that operational status' are configured
Resource configuration Logging
Resource Configuration Logs - Record the history of configuration changes
Resource configuration management
Resource Configuration Management - Database and manage the configuration of the
individual resources
Resource configuration verification
Resource Configuration Verification in Design, Work with other applications to ensure
that the resource configuration matches the designed configuration
Resource topology verification
Resource Topology Verification in Inventory Mgmt. Systems - Work with the Inventory
Management applications to ensure that the topology reflected in its database is in sync with
that in the Inventory Management Systems
Implementation Planning
Overview
Implementation Planning is based on graphics rather than inventory data and is used for the
local implementation of Tactical Plans at street level and within buildings.
Functions
Local Tactical Plans Implementation
Implement tactical plans locally at individual CSP sites and at street level.
Physical Implementation Information handling
Provide levels of implementation details that tactical planning does not need to specify,
such as duct routes and the frame appearances of device ports.
Physical Infrastructure Shortfall Identification

Identify Shortfalls in Physical Infrastructure - Identify shortfalls in infrastructure, such as

building capacity, which may not be visible to central tactical planning users.
This requires large amounts of data, potentially leading to a very expensive system solution.
However, such systems are used locally for construction projects, so the system does not
require a live view of the complete network. It is only necessary to administer a physical
planning solution centrally to ensure data consistency; the data itself may be distributed to
individual locations
Radio Planning
Provides Radio Planning for cell site coverage and quality and for cell-to-cell coverage is
a specialist function used in Implementation Planning.
Tactical Planning
Overview
Tactical Planning predominately supports the Operations Support and Readiness area of the
Business Process Framework.
Functions
Tactical Resource Planning
Tactical Planning; detailed design of resource against the existing networked resource at
all technology layers, ensuring that the designed resource is actually deployed and for
accurately recording the resultant inventory.
Capability Specification Management

Overview
This application involves the creation, editing, storage and retrieval of capability specifications.
The capability specifications represent the general, common and invariant characteristics of
resource that may be realized in more than one type of specific resource. Examples of capability
are Layer2, Data, radio and Transport. These specifications are used in the creation of new
capability instances mainly in Strategic Planning and are further specified into Resource
Instances by Tactical and Implementation Planning.
Functions
Resource Capability Specification Management
This function involves the creation, editing, storage and retrieval of capability
specifications. The capability specifications represent the general, common and invariant
characteristics of resource that may be realized in more than one type of specific resource.
Examples of capability are Layer2, Data, radio and Transport.
Planning Design Automation


Overview
‘Planning Design Automation’ is an additional, value-add application, which should also be part
of Application Map, but is not present in Application Map r2. It provides automation for both
Tactical and Strategic Planning.
Functions
Complex Analysis
Provides complex algorithmic and heuristic analysis capability for network planning and
make use of market forecasts and utilization trends, and can be used to optimize the network for
capacity and resilience
Design Automation
Provides design automation Applying algorithmic and heuristic analysis of the network in
order, for example, to determine the optimum topology of a green field national, where
geography and population distribution need to be taken into account.
Network Forecasting Support
Support forecasting functionality to be applied at different levels of detail and over
different time frames. Some types of forecast are more relevant to Strategic and others more
relevant to Tactical Planning. Both product volume forecasts and utilization trends are relevant
to this automation function
Network Views
Provides a more generalized view of the network than found in resource management.
Spares & Warehouse Inventory Management

Overview
Spares & Warehouse Inventory holds the Database of all spares with Capacity Management
and optionally interface to Asset Tracking It records the location of spares with their respective
commercial information- such as guarantees and date of purchase and interface to commercial
asset management.
Functions
Barcode/RFID tracking of all spares resources
Barcode/RFID tracking function for all spares, as part of the Spares & Warehouse
Inventory Management
Commercial information of spares register
Record commercial information- such as guarantees and date of purchase and interface
to commercial asset management, as part of the Spares & Warehouse Inventory Management
Spares inventory
Database of all spares including location of the spares, as part of the Spares &
Warehouse Inventory Management
Spares Inventory Retrieval Support

Support retrieval, update, update notifications and reconciliation for the Spares &
Warehouse Inventory Management
Strategic Planning
Overview
The focus of this application is the general network architecture and capacity, together with the
strategy for the deployment of network and IT technology within the architecture. It
predominately supports processes in Strategy, Infrastructure and Product wing of the Business
Process Framework.
Functions
Optimum network deployments Determination
Determine optimum network deployments, such as tier structuring and resilient
topologies.
Resource demand and trends Analyzing
Analyze demand forecasts and utilization trends for the network architecture and
capacity, together with the strategy for the deployment of network and IT technology within the
architecture. It predominately supports processes in Strategy, Infrastructure and Product wing of
the Business Process Framework.
Strategic Network Sizing Decision Support
Support Strategic Network Sizing Decisions -Support strategic decisions as to which
locations and which links to grow or shrink across the network
Strategic Planning Results Inventory
The strategic planning result can be inventoried in either strategic or tactical planning
system, but data will need to exist in both to support interworking.
Strategic sites determination
Determine which locations are to become strategic sites.

7.3 Resource Order Management
Figure 52. 7.3 Resource Order Management

Overview
Resource Order Management applications manage the end to end lifecycle of a resource order
request. This includes validating resource availability as well as the resource order request.
Other functionality includes resource order issuance, resource and or service order
decomposition, and resource order tracking along with orchestrating the activation and the test
and turn up processes.
Notifications will be issued to the Service Order Management during the resource order
the Service Order Management (e.g. resource order completion concludes these steps with
Service Order Management).
In addition, Resource Order Management also provides network design and assignment
functionality.
Functions
Resource Order Orchestration

Overview
This application component is responsible for managing and tracking the resource order. It will
typically communicate with Service Order Management on the North side and the Resource
Domain Manager or Resource directly on the South Side
Functions

Resource Service Order Validation

Overview
Resource Service Order Validation applications provide the required functionality to validate a
resource order request.
Functions
Resource Order Validation
The Resource Order Validation function validates the resource order request based on
Resource Design / Assign

Overview
The Resource Design/Assign application addresses both the design of new resources to be
included in a network as well as the design of resource configurations which are needed to
support new service activations. Assignment is the function which conveys the new designs to
those systems which initiate and support the implementation.
Functions
Architecture modifications designing
Architecture modelling tools to include resources or resource changes.
End-to-end resource designing
End-to-end resource design and architecture to support service deployments
Graphical Resource Presentation
Graphical presentation and visualization of resources, interconnections, or topology
Multi-layer design and modeling
Real World Multi-layer modeling and design- (physical, data, transport, ...)
New technology and new resource designing
New technology and new resource designs
Physical, logical, and software resources designing
Physical, logical, and software design of resources including definition of configuration
variables and initial parameters.
Resource design What-if analyzing
Resource design function for "What-if configurations and modeling"
Resource Order Publication


Overview
Resource Order Publication applications issue valid and complete resource orders, and stores
the order into an appropriate data store.
Functions
Resource orders issuance
The Resource Order Publication function issues valid and complete resource orders,
and stores the order into an appropriate data store.
As part of order publication, additional data might be obtained or derived to support downstream
functions that are not provided in the resource order request.

7.3.1 Resource Order Orchestration
Figure 53. 7.3.1 Resource Order Orchestration
Resource Order Orchestration

Overview
This application component is responsible for managing and tracking the resource order. It will
typically communicate with Service Order Management on the North side and the Resource
Domain Manager or Resource directly on the South Side
Functions
Resource Order Tracking & Management

Overview
This application component manages the Resource Order and tracks its jeopardy.
Functions
Resource Order Completions
Completes the resource order when all activities have been completed
Resource Order Dependencies Management
Manages dependencies across resource orders by triggering and follow up as needed
Resource Order Jeopardy Tracking
Raises jeopardies as appropriate if specified dates and workflow milestones are not met,
and escalates jeopardies to appropriate management levels


This function provides workflow and orchestration capability for the Resource order
fulfillment.
Resource orders tracking
Tracks the various resource orders until completed
Status Reporting
Provides status on the resource order

7.3.2 Resource Service Order Validation
Figure 54. 7.3.2 Resource Service Order Validation
Resource Service Order Validation

Overview
Resource Service Order Validation applications provide the required functionality to validate a
resource order request.
Functions
Resource Order Validation
The Resource Order Validation function validates the resource order request based on
Resource Order Data Collection

Overview
Resource Order Data Collection applications gather any needed resource data to aid in the
verification and issuance of a complete and valid resource order.
Functions
Resource data gathering
Resource Order Data Collection function gather any needed resource data to aid in the
verification and issuance of a complete and valid resource order.

7.3.3 Resource Design / Assign
Figure 55. 7.3.3 Resource Design / Assign
Resource Design / Assign

Overview
The Resource Design/Assign application addresses both the design of new resources to be
included in a network as well as the design of resource configurations which are needed to
support new service activations. Assignment is the function which conveys the new designs to
those systems which initiate and support the implementation.
Functions
Architecture modifications designing
Architecture modelling tools to include resources or resource changes.
End-to-end resource designing
End-to-end resource design and architecture to support service deployments
Graphical Resource Presentation
Graphical presentation and visualization of resources, interconnections, or topology
Multi-layer design and modeling
Real World Multi-layer modeling and design- (physical, data, transport, ...)
New technology and new resource designing
New technology and new resource designs
Physical, logical, and software resources designing
Physical, logical, and software design of resources including definition of configuration
variables and initial parameters.
Resource design What-if analyzing
Resource design function for "What-if configurations and modeling"
Resource Availability
Overview
Resource Availability applications validate that the resource or resources specified on the
resource order are available at the specified customer/service location.
Functions
Resource availability validation
The Resource Availability function validates that the resource or resources specified on
the resource order are available at the specified customer/service location and feasible from a
network point of view. This includes the following:
• Resource address validation
• Resource availability validation
• Resource feasibility validation
• Establishment of service termination points
• Determination of delivery interval
Resource Order Configuration Management

Overview
The Resource Configuration Management application is similar to the service design/ assign
functions outlined elsewhere in this publication, but supports aggregate customer facing
services. To explain this area in general, it is necessary to see a clear difference between
services and networks /resources. Services can be viewed as being comprised of a number of
building blocks - e.g. bandwidth, security, maintenance packages, SLAs, QoS, specific features
e.g. voicemail. Service Configuration management might be either the setup of network /
resource components for a customer, or a class of customers of a generic service build. Service
configuration can be derived from order details in addition to inherent business rules from
service specifications and the service view in the Service Inventory Management application.
Functions
Cross resource Considering
A tool for appropriately considering cross resource dependencies as part of the resource
configuration activities.
Resource Configuration Management
The Resource Configuration Management function is similar to the service design/
assign functions outlined elsewhere in this publication, but supports aggregate customer facing
services. Services can be viewed as being comprised of a number of building blocks - e.g.
bandwidth, security, maintenance packages, SLAs, QoS, specific features e.g. voicemail.
Service Configuration management might be either the setup of network / resource components
for a customer, or a class of customers of a generic service build. Service configuration can be
derived from order details in addition to inherent business rules from service specifications. The
service is built up of services and the services are built of resources. For a full compound
Service configuration there is a need for Resource configuration.
Resource configuration plan composition
Compose a resource configuration plan according to the required resource actions and
sent to Resource Order Orchestration and/or Network Resource Activation
Resource inventory updating
Update information in the resource inventory as to configuration of specific resources
Resource parameters Reservation
Reserve the right resource parameters based on resource specification and resource
inventory.
Resource parameters allocation
Allocating the right resource parameters to fulfill resource orders

7.4 Resource Domain Management
Figure 56. 7.4 Resource Domain Management
Resource Domain Management

Overview
Resource Domain Management is the application area that provides exposed resource services
that are available to all other application areas, including those others in the Resource
Management layer.
Resource Domain Management’s roles are to hide the idiosyncrasies/complexities of the
Network and its building blocks (Infrastructure, IT computing, and IT applications equipment
etc.) from the rest of the OSS/BSS estate, freeing it to be agile and make it technology and
vendor neutral.
Resource Domains are defined as a set of entities building the networks and its building blocks
of, Infrastructure, IT computing, IT applications, equipment etc., which have a common set of
policies applied to them based on for example technology, topology etc. The general concept of
a Domain allows for overlapping, provided there are no policy conflicts. But in principle they
should does not operate in any cross-domain capacity.
It is the responsibility of the other Resource Management layer applications to perform any
cross-domain functions such as forecasting, capacity planning and design, and or for co-
coordinating activation, root cause analysis and performance monitoring.
Functions
Resource Discovery
Overview

The resource Discovery applications are responsible for automatically discovering the
resources and their details through a management channel. These applications may either
communicate directly/indirectly with the Network resources or Resource Element Manager.
Functions
Network resources discovery
The resource Discovery functions are responsible for discovering the resources and their
details through a management channel. These functions may either directly communicate with
the Network resources or communicate through a Resource Domain Manager. The functions
should be able to support either retrieving the overall resource information or the detailed
resource information which can include sub-components.
Resource Activation
Overview
Resource activation applications translates a fulfillment request as specific control commands
for a network resource or IT resource often handling proprietary messaging with individual
resources.
Functions
Resource Activation
Resource Activation Functions including: • Update the resource instance to perform the
activation or deactivation • Multi-vendor and multi-technology activation • Update the resource to
activate Billing data collection • Confirm / identify available resources
Resource Activation Notification and Inventory Update
Resource Activation Notification and Inventory Update functions including: • Notify
Resource Provision / Control of the activation status • Update Resource Inventory with the
resource status information
Resource Activation Orchestration
Resource Activation Orchestration Functions including: • Queued / scheduled activation
requests • Configuration validation and rollback • Manage dependencies within, and across
network elements through rules • Multiple NE activation coordination
Resource Fault & Performance Data Mediation

Overview
Resource Data Mediation applications provide integration to network resource and IT resources
for all Resource Management functions. These applications take the output from the various
resources and re-format the data into a form usable by an application responsible for monitoring
fault and performance, such as a status monitoring application. Resource Data Mediation
application ensures that the application using the information from various resources is not
impacted by the technology/topology/implementation changes of the underlying resources.

Functions
Resource data parsing
Resource Data Mediation represents the functions that enable the OSS and the
networked resource to exchange data and command and control by parsing of data from one
format to another
Resource Data parsing rules tools
Tools to set up and maintain resource data parsing rules
Resource Data pattern recognition
Resource fault and performance data pattern recognition
OSS Inventory/Data Synchronization Management

Overview
OSS Inventory/Data Synchronization application provide a common inventory view across the
applications in Resource Management. This may be a virtual common inventory produced by
synchronization of federated inventories, a single inventory system, or some combination of the
two.
Functions
OSS Inventory/Data Synchronization
OSS Inventory/Data Synchronization Management represents the function that ensure
OSS Inventory data generated in each application is available to other applications as required.

7.5 Resource Process Management

(Workflow/Integration)
Figure 57. 7.5 Resource Process Management (Workflow/Integration)
Resource Process Management (Workflow/ Integration)

Overview
Resource Process Management (Workflow/Integration) involves the workflow planning and
integration between resource provisioning and change processes. A vital component in this job
is the logistics coordination. Delays and logistic disturbances can have a huge negative impact
the resource projects and a jeopardy management with early discovery of disturbances and that
warns for consequences is vital.
Functions
Resource Change Management

Overview
The planning functions& Network Design Automation, Strategic, Tactical and Implementation
Planning require change management that connects the activities into a set of planning
processes. Strategic Planning needs to interwork with suppliers using Partner Management and
Tactical Planning needs to connect out through the authorization and purchasing process to
vendor ERPs as part of the supply chain. Network engineering generally relies on manual
functions which need to be change managed through Job Control.
These various forms of orchestration are brought together in the Job Control and Delivery
Management application.
Functions

Resource Change Project management

Function for resource change project management including 1: Support project
management of build projects. 2: Coordinate project activities with the suppliers. 3: Provides the
orchestration between planning duties and to manual network engineering activities. 4: Provide
jeopardy management, 5: Engineering management (Work Orders, Parts and Event
coordination)
Resource Change to Financial Control Collaboration
Supports interface to financial control in order to authorize the expenditure - Supports
interface to financial control in order to authorize the expenditure required to purchase the
required resources.
Resource Change Work Collaboration
1: Interfaces to Workforce Management 2: Support collaborative project management
across business boundaries. 3: Supports links to vendors ERP- via B2B portals and to internal
network engineering duties for in-station and street activities
Jeopardy Management
Overview
This is a function that should be found in any process or workflow management system and
warns when a delay in the due date of a task or process step will prevent subsequent tasks from
starting, or affect the overall end date of the process.
Functions
Workflow/Process Jeopardy Management
This is a function that should be found in any process or workflow management system
and warns when a delay in the due date of a task or process step will prevent subsequent tasks
from starting, or affect the overall end date of the process.
Resource Logistics
Overview
Resource logistics applications coordinate the availability and deployment of resources to their
in-service locations. These often have a close-coupling with supply chain applications but serve
complementary roles. Whereas supply chain applications identify vendors and alternate
sources, and manage order fulfillment while seeking to minimize stocking levels& resource
logistics applications identify and distribute resource stock where needed as quickly as possible.
Functions
Engineering Resource location management
Engineering Resource logistics functions coordinate the availability and deployment of
resources to their in-service locations.
Network Asset Deployment Workflow
Network Asset Deployment Workflow function to coordinate the availability and

deployment of resources to their in-service locations.
People, Part, Event & location coordination
People, part, event coordination function to coordinate the availability and deployment of
Resource Logistics
Resource logistics function coordinate the availability and deployment of resources to
their in-service locations. Resource logistics functions identify and distribute resource stock
where needed as quickly as possible.
Resource needs identification
Resource needs logistics identification function supporting supply chain management
applications to identify resource needs and order placement
Resource or kit distribution
Resource or kit distribution function to coordinate the availability and deployment of
Resource problem management
Resource problem management (fault management) resource logistics function to
identify and distribute resource stock where needed as quickly as possible.
Resource Supply Chain Management
Resource Supply Chain Management function identify vendors and alternate sources,
and manage order fulfillment
Stock balancing or distribution
Stock balancing or distribution in reaction to special events or disasters
Warehouse stock level projections
Warehouse stock level projections coordinate the availability and deployment of
resources to their in-service locations while seeking to minimize stocking levels
Workforce management
Workforce management (preventative maintenance, change management) function
coordinate the availability and deployment of workforce resources to their in-service locations.

7.9 Resource Performance Management
Figure 58. 7.9 Resource Performance Management
Resource Performance Management

Overview
Resource Performance Management applications monitor, analyze, and report on the
performance of the service provider's resources.
Functions
Resource Performance Monitoring

Overview
Resource Performance Monitoring applications provide functionality to support data collection
and performance monitoring of the service provider's resources.
Functions
Performance monitoring data accumulation
Performance monitoring data accumulation for resource performance monitoring
Resource Performance Data aggregation and trending
Data aggregation and trending in resource performance monitoring
Resource Performance Data collection
Performance data collection, including real time monitoring data.
Resource Performance event correlation and filtering

Performance event correlation and filtering in resource performance monitoring
Resource Performance Analysis

Overview
Resource Performance Analysis applications provide the necessary functionality to analyze the
performance of the various service provider's resources.
Functions
Resource Performance Data Analyzing
Service Performance Analysis functions provide the necessary functionality to analyze
the performance of the various service provider's services. This includes:
• Analyzing performance data received from Service Performance Monitoring and historic
performance data or system environment data
• Notify operations applications for automatic or manual action in case of alarming analysis
results.
• Determining the root causes of service performance degradations
• Provide recommendations for performance improvements and trend analysis
Resource Performance Reporting

Overview
Resource Performance Reporting provides the functionality required to generate reports about
the performance of the service provider's resources.
Functions
Resource Performance Reporting
Resource Performance Reporting provides the functionality required to generate reports
about the performance of the service provider's resources.

7.10 Fault Management
Figure 59. 7.10 Fault Management
Fault Management
Overview
Fault Management applications provide necessary functionality to manage faults associated
with specific resources. This includes the detection, isolation, resolution, and reporting of
various faults.
Functions
Fault Surveillance
Overview
Fault Surveillance applications provide the necessary functionality to monitor the operational
status of the service provider's resources.
Functions
Operational Status Surveillance
This Fault Surveillance function is responsible for displaying the operational status of
resources in either a tabular or graphical representation or both. The function is responsible for
collecting the status messages and correlating them to resource topology.
Fault Correlation & Root Cause Analysis


Overview
Fault Correlation & Root Cause Analysis collects the various fault events in the network as well
as other relevant information such as network topology, and relates these events, reducing the
number of raw events to some smaller number. Root Cause Analysis (RCA) enables the end
user to quickly determine the root cause of a problem in the network. These applications have a
unique role in mediating network alarms with topology and configuration data.
Functions
Alarm Correlation
Alarm Correlation includes Alarm de-duplication, Alarm auto-clearing, Alarm thresholding
and Alarm Correlation that is alarm element and element topology aware for enrichment,
filtering and consolidation of alarms.
Root Cause Analysis
Root Cause Analysis function includes the ability to isolate the root cause based on the
correlation analysis, fault isolation and problem identification with the help of supporting
integrated systems for rule based testing as well as integration with trouble ticketing systems.
Fault Correction & Restoration

Overview
Fault Correction & Restoration applications are responsible for repair or replacement of faulty
resources.
Functions
Fault Correction & Restoration
Fault Correction & Restoration functions are responsible for repair or replacement of
faulty resources.
Fault Reporting & Analytics

Overview
Fault Reporting & Analytics applications provide the necessary functionality to provide reports
about the various faults within the service provider's network.
Functions
Fault Assurance Metrics Generation
Fault Analytics & Metrics function collects necessary data to generate fault metrics to
support various assurance metrics.
Network Fault Reporting
The Network Fault Reporting function provide the necessary functionality to provide
reports about the various faults within the service provider's network, including the archival of

these reports. This can include standard periodic operational reports as part of running the
network to special reports requested by Root Cause Analysis.

7.11 Resource Test Management
Figure 60. 7.11 Resource Test Management
Resource Test Management

Overview
Resource Test Management applications are focused on ensuring that the various resources
are working properly. The resource test applications are part of both the fulfillment and the
assurance process. In the fulfillment process, the resource test is responsible for ensuring that
the assigned service works as designed, while on the assurance side the resource testing
applications are responsible for fault isolation. As part of the testing process, these applications
also interface with the trouble process, which can trigger an automatic test.
Functions
Resource Test Strategy and Policy Management

Overview
Resource Test Strategy and Policy Management applications provides the necessary
functionality to manage the rules that define the strategies for conducting various resource tests.
Functions
Resource Test result interpretation policy management
Resource Test Strategy and Policy Management interpretation of test results functions
provide the necessary functionality to manage how the test results should be interpreted.

Resource Test rules defining

Resource Test Strategy and Policy Management test rules defining functions provide the
necessary functionality to manage the local rules that define the strategies for conducting a test.
Resource Test Lifecycle Management

Overview
Resource Test Lifecycle Management applications provides the necessary functionality to
manage the end-to-end lifecycle of a test of a resource.
Functions
Management of resource test head capacity
Management of end to end test head resource capacity
Management of resource test results
Management of resource end to end test results
Management of resource testing rules
Management of resource end to end testing rules
Reporting of resource test results
Reporting of resource end to end test results back to the client
Resource end to end test configuration setting up and tearing down
Setting up and tearing down the end to end test configuration for resource testing
Resource end to end test execution
Test execution of the end to end resource testing
Resource end to end test results interpretation
Resource end to end test results interpretation
Resource end to end test scheduling
Scheduling of end to end testing of resources
Resource test resources acquisition and management
Retrieval of appropriate resource inventory data
Retrieval of appropriate inventory data for resource end to end testing
Service test resources acquisition and management
Acquisition and management of test resources

Resource Test Command and Control

Overview
The Resource Test Command and Control application provides the necessary functionality to
access, command, and control the devices required for resource testing.
Functions
Access the various resource test devices
Access the various resource test devices or network elements required to perform
resource testing
Command and control
Command and control the various resource test devices or network elements required to
perform resource testing
Resource Test Services

Overview
Resource Test Services applications provides the means to access the testing capabilities.
Functions
Automated invocation of resource test services
Automated invocation of Resource Test Services for test and retrieval of results from the
resource testing capabilities.
Manual resource test services initiation and control
Manual Resource Test Services via a user interface (GUI) function that provides the
means to access the testing capabilities.

7.12 Workforce Management
Figure 61. 7.12 Workforce Management
Workforce Management
Overview
Workforce Management applications manage field forces to make optimum use of manpower
and other resources such as vehicles. They are used to schedule resources, provide a map of
field skill sets and provide forecasting and load balancing capabilities. Workforce Management
can be used to manage both internal and external resources in areas of service assurance,
provisioning, routine work, and preventive maintenance.
Functions
Workforce Schedule Management

Overview
Workforce Schedule Management applications provide the necessary functionality to manage
the work schedule, appointment schedule and resource schedule of the dispatchable workforce.
Functions
Workforce Scheduling
Workforce Schedule Management function provide the necessary functionality to
manage the work schedule, appointment schedule and resource schedule of the dispatchable
workforce.
Work Order Analysis

Overview

Work Order Analysis applications provide the necessary functionality to analyze the work order
and determine what manual activities are necessary. For such manual activities proper
dependencies are set.
Functions
Work Order manual activities determination
Determine required manual activities function provide the necessary functionality to
analyze the work order and determine what manual activities are necessary.
Work Order Assignment & Dispatch

Overview
Work Order Assignment & Dispatch applications provide the required functionality to assign
manual activities (work orders and work items) to dispatchable staff as well as dispatch
technicians on assigned work orders and items.
Functions
Dynamic work order assigning
Dynamic work order assigning taking into consideration the following criteria:
o work order priority
o associated SLAs
o work order due date
o required skills to perform work
o dependencies between work items/orders
o job location relative to other assignments made to the dispatchable staff
o workload of staff
o staff availability hours
Periodic bulk work order assigning
Periodic bulk work order assigning taking into consideration the following criteria:
o work order priority
o associated SLAs
o work order due date
o required skills to perform work
o dependencies between work items/orders
o job location relative to other assignments made to the dispatchable staff
o workload of staff
o staff availability hours
Work Order Assignment Dispatching
Dispatching of work order assignments to dispatchable staff.
Work Order Tracking & Management

Overview

Work order Tracking & Management applications provide the necessary functionality to manage
and monitor the execution of the various manual activities via dispatchable staff.
Functions
Close Work orders
Closing function of completed work orders
Issue work orders
Issue workforce orders for Resource preventive and corrective maintenance and
change.
Work and work orders coordination
Function for coordinating work between dependent or related work orders for Resource
dispatchable staff.
Work Order Escalation function
Escalating function for issues as required when a due date is in jeopardy
Work order Information Transferring
Establishing and managing information transfer between the operator's workforce
management system(s) and those of external third parties (when the infrastructure is owned and
operated by third parties)
Work Order Re-assigning
Initiating re-assignments as needed based on changing priorities, technician progress on
other job assignments, etc.
Work Order State Management
Managing the transition of the order through its various states.
Work Order Status Monitoring
Monitoring the status and progress of the various manual activities, including the various
states of the work order
Work Order updating
Managing updates to orders, including in-flight changes and cancelations
Workforce Configuration and Setup

Overview
Workforce Configuration and Setup applications provide the necessary functionality to
appropriately configure the Workforce Management application, including the setup of working
areas, staff information, activity types and related information, etc.
Functions
Geographical work areas management
Management of the various geographical working areas (turfs).

Workforce appointment schedule configuration.

Configuration of the workforce appointment schedule.
Workforce dispatchability management
Management of the dispatchable technicians, including skill sets.
Workforce Forecasting
Forecasting the workload and respective assignable staffing requirements on a daily,
weekly, and longer period basis.
Workforce manual activities classification
Classification of different types of manual activities provide the necessary functionality to
appropriately classify the working activity types and related information.
Workforce staff availability management
Management of staff availability, including vacation time.
Workforce technician training management
Management of technician training and/or coordination and interface with HR systems
regarding the training.
Workforce Management Reporting

Overview
Workforce Management Reporting applications provide the necessary functionality to report on
the status pertinent Workforce information, including activity and staff data.
Functions
Workforce Management Reporting
Workforce Management Reporting functions provide the necessary functionality to report
on the status of open work orders as well as technician information such as availability,
utilization, and overall performance.

7.13 Network Number Inventory

Management
Figure 62. 7.13 Network Number Inventory Management
Network Number Management

Overview
Network Number Management provides the necessary functionality for Number Inventory
Management and Number Portability.
Functions
Network Number Inventory Management

Overview
Network Number Inventory Management provides the required functionality to manage dialable
(telephone numbers) and non-dialable (network routing number) numbers. It can include both
land-line and mobility numbers. It also handles ip type addresses (V4 or V6) along with any
other network numbers of interest to a service provider. Numbers can be private or public.
Functions
Number Acquisition & Inventory Establishment
Manages the Acquisition of numbers and the establishment of a number inventory.
Number Aging
Manages the aging of numbers before they can be re-assigned.
Number Assignment

Manages the assignment of numbers for usage.

Number Reservation
Provides the functionality to manage the reservation of numbers.
Number Search
Provides the means to search the number inventory.
Number Tracking and Reporting
Provides functionality to track numbers and perform number reporting.
Number Portability
Overview
Number Portability application manages the end to end lifecycle of a portability request. This
includes reception, validation of business rules and execution of set of policies, decomposition
and orchestration of the request to ensure the correct functionality. In addition, Number
Portability application also provides publication, risk & effectiveness management.
Functions

7.13.2 Number Portability
Figure 63. 7.13.2 Number Portability
Number Portability
Overview
Number Portability application manages the end to end lifecycle of a portability request. This
includes reception, validation of business rules and execution of set of policies, decomposition
and orchestration of the request to ensure the correct functionality. In addition, Number
Portability application also provides publication, risk & effectiveness management.
Functions
Number Portability Policy Management

Overview
Number Portability Policy Management is responsible for managing different types of rules and
policies validations, in base of the number portability request.
Functions
Number Portability Policy Management
Number Portability Policy Management: Management that regulates policies, standards,
definitions and restrictions defined by the entities involved in Number Portability (country-
specific regulatory entities).
Number Portability Orchestration

Overview

Number Portability Orchestration provides workflow and communication mechanism that

ensures the orders activation according to a criteria set, allowing in this way the correct
execution of orders.
Functions
Number Portability Orchestration
Number Portability Orchestration communication mechanism that ensures the orders
activation according to a criteria set, allowing in this way the correct execution of orders
Number Portability Risk & Effectiveness Management

Overview
Number Portability Risk & Effectiveness Management allows the identification of risks and
threats to the process, with appropriate controls to minimize or eliminate the identified risks.
Functions
Number Portability Risk & Effectiveness Management
Number Portability Risk & Effectiveness Management for determine of threats, risks and
control of fulfillment, in order to comply with the execution of all Number Portability orders.
Number Portability Validation

Overview
Number Portability Validation can perform calculations that determine whether the information
received is reliable, safe and contains the minimum information required during implementation,
enabling with this the orders rejection for those who do not comply with the defined criteria.
Functions
Number Portability Validation
Number Portability Validation can perform calculations that determine whether the
information received is reliable, safe and contains the minimum information required during
implementation, enabling with this the orders rejection for those who do not comply with the
defined criteria.

7.14 Usage Management
Figure 64. 7.14 Usage Management
Usage Management
Overview
Usage Management is the conduit for usage events of various types and formats from the
different event generating functions like networks, applications, infrastructures, “Management
and Control” etc. to various processes such as billing, legal compliance, and service assurance.
Usage Event records are collected/processed, edited, correlated, enriched, formatted and
distributed to upstream systems. It is not necessary that all usage events are always charged
but might be used for enrichment of other usage events.
users of the application in both batch and real-time.
Functions
Usage Event Processing

Overview
The Usage Event Processing functions include collection, filtering, formatting, aggregation,
enrichment, correlation, consolidation, storage, and delivery of usage event records. These
functions are required to support both file and event based (batch and real-time) processing.
users of the application in both batch and real-time. Usage event records are of various types

and formats and are generated from event generating functions like networks, applications,
infrastructures, “Management and Control” etc. Not all events in the scope of Usage events are
always charged but might be required for correlation and enrichment of other usage events
records. The network elements that may produce usage event records include, but are not
limited to, components of the wireline, wireless, and IP networks.
The components include, but are not limited to, application servers, service delivery platforms,
messaging servers, switches, routers, and other network elements, Orchestrator.
Functions
Usage Event Collection
Usage Event Collection. These functions are required to support both file and event
based (batch and real-time) processing when distributed to upstream systems. The events are
used in the functions for charging/billing, assurance and management of customers and
networks.
Usage Event Correlation
Usage Event Correlation. These functions are required to support both file and event
networks.
Usage Event Distribution
Usage Event Distribution functions are required to support both file and event based
(batch and real-time) processing when distributed to upstream systems. The events are used in
the functions for charging/billing, assurance and management of customers and networks.
Usage Event Enrichment
Usage Event Enrichment. These functions are required to support both file and event
networks.
Usage Event Guidance
Usage Event Guidance. These functions are required to support both file and event
networks.
Usage Event Mediation
Usage Event Mediation. These functions are required to support both file and event
networks.
Usage Event Error Management

Overview

The Usage Event Error Management function accepts usage records which have been identified
as being non-process able due to edit, rate, guide, routing, etc. failures - i.e., unable to identify
the owner of the usage (customer), unable to apply a valid rate, etc., or failures due to
insufficient balance to execute the Management and Control events like (Resource reservation
request). The Usage Event Error Management function provides users with the ability to:
• Categorize unbilled usage events
• Provide features to identify the error cause
• Provide correction capabilities (via mechanized script or manual correction)
• Provide re-distribution features to send the usage to the proper destination(s)
• Reporting back error to the Event generating system/functional block with the information that
caused the failure. Specifically required for failures of Management and Control events.
Functions
Erroneous Usage Event re-distribution to the proper destination(s)
Provide re-distribution features to send the usage to the proper destination(s) for usage
records which have been identified as being non-processable due to edit, rate, guide, routing,
etc. failures. This includes also reporting back to the event generating system.
Usage Event Error Categorization
Categorize unbilled usage events for usage records which have been identified as being
non-processable due to edit, rate, guide, routing, etc. Failures
Usage Event Error cause identification
Provide features to identify the error cause for usage records which have been identified
as being non-processable due to edit, rate, guide, routing, etc. failures
Usage Event Error correction capabilities
Provide correction capabilities (via mechanized script or manual correction) for usage
records which have been identified as being non-processable due to edit, rate, guide, routing,
etc. Failures

8. Supplier/Partner Domain
Figure 65. 8. Supplier/Partner Domain
Supplier/Partner Management
Overview
Supplier/Partner Management provides the necessary functionality to support supplier/partner
definition and hierarchy management, revenue sharing arrangements, agreements between the
service provider and the supplier/partner, settlement processes, and reconciliation processes.
Supplier/Partner Management provides the necessary functionality to manage the lifecycle of
the relationship between a supplier/partner and the service provider.
Functions
Wholesale / Interconnect Billing

Overview
Wholesale billing applications include a variety of capabilities. Traditionally this area included
inter-carrier settlements capabilities and this was later extended to interconnect billing
applications. In today’s competitive markets and complex value chains, it has expanded further
to include among others Roaming, wholesale operators, resellers, Mobile Virtual Network
Operators, Content Providers and E-Commerce. There is now an array of applications in the
area providing charging, billing, and settlement capabilities on a raw data basis, individual
transaction basis and bulk basis across a variety of services and platforms. These applications
work across a variety of platforms and support a wide range of services, preferably in one single
system. Wholesale applications need to adhere to international standards such as TAP and
RAP files, which are processed in Roaming solutions.
Functions
Partner Invoice management

Accurate, flexible bi-directional invoicing for various settlement periods.
Partners’ business event processing
Processing the events generated by the partners’ business activities for invoicing and
payment purposes. Including accounting of partners' activities.
Reference Data Creation and Management
Product and Service Definition - Definition of products and services, pricing schemes,
partner entities and contracts into the system. Easy uploading of reference data from external
sources such as XML files.
Settlement management
Oversee the Partners’ accounting activities. Supported by monitoring tools.
Supplier/Partner automated error management
Automatic and manual handling of records found in error, mass correction and re-rating
of events.
Supplier/Partner billing & settlement disputes management
Management of inter-carrier billing and settlement disputes and other supplier/partner
services including content and e-commerce disputes.
Supplier/Partner payments handling
Handling of payments in the area of Supplier/Partner billing and settlement. Logging and
tracking of full or partial payments.
Supplier/Partner Transaction Monitoring Tools
Monitoring tools for monitoring of automated billing, settlement and payment to ease and
expedite dispute management.

8.2 Supplier/Partner Management
Figure 66. 8.2 Supplier/Partner Management
Supplier/Partner Management
Overview
Supplier/Partner Management provides the necessary functionality to support supplier/partner
definition and hierarchy management, revenue sharing arrangements, agreements between the
service provider and the supplier/partner, settlement processes, and reconciliation processes.
Supplier/Partner Management provides the necessary functionality to manage the lifecycle of
the relationship between a supplier/partner and the service provider.
Functions
Supplier/Partner Relationship Management

Overview
Supplier/Partner Relationship Management provides the necessary functionality to manage the
relationship with partners, including establishment and termination of contracts and accounts. It
includes strategic and operational aspects of the relationship. Many types of supplier/partner
relationships must be supported, including service providers, equipment suppliers, and other
business partners. Supplier/Partner Relationship Management does not handle wholesale
arrangements.
Some parties, such as application developers, may interact with the service provider in multiple
roles. For example, when the developer is using the service provider's application development
environment, they are a customer of the service provider. When in a role of a customer, this
relationship is managed like any other customer meaning not within the supplier/partner suite of

applications. Application developers may also be supplier/partners of the service provider at

such time that they offer a product for sale within the service provider's environment.
Functions
Contract Management
Contract Management, including establishment, modification, and termination
Identification of Potential Partners
Identification of Potential Partners by managing the evaluation of potential partners, to
determine partners and partner's engagements that best meet the enterprise’s needs
Partner Account Creation and Management
Partner Account Creation and Management
Supplier/Partner Order Management

Overview
Supplier/Partner Order Management provides the necessary functionality to manage orders
placed with a supplier/partner. This includes orders placed in conjunction with a customer order
as well as orders placed as part of service provider expansions of product, service, or network.
Expansions can include purchases of inventory for future use by the service provider (e.g. – the
service provider asks for a batch of SIM cards to replenish their SIM card inventory). A
Supplier/Partner Order can also include a simple transaction with a partner concerning an
application purchased via a product catalog, and the app is delivered (maybe just a download to
the customer’s phone).
Functions
Goods Receipt
The Goods Receipt function manages suppliers’ goods deliveries including goods
receipt checking (quantity, working)
Supplier/Partner Order Handling
Track, monitor and report on a service provider initiated order to ensure that the
interactions are in accordance with the agreed commercial arrangements between the service
provider and another party.
Supplier/Partner Requisition Management
The Supplier / Partner Requisition Management function manages the purchase
requests and approvals and convert purchase approvals into standard purchase orders.
It also manages requisitions for Network infrastructure maintenance and investment, only used
for purchase of Network infrastructure.
Ex: Technical partner needs to purchase material for a planned or emergency infrastructure
work. It may then be booked as an investment or maintenance expenditure.
Supplier/Partner Assurance Management

Overview
Supplier/Partner Assurance Management provides the necessary functionality to manage
problems that are being passed on to the supplier/partner, originating with the supplier/partner
and being passed to the service provider, as well as assuring that both the service provider and
the supplier/partner are meeting the product and service obligations set out in the contract.
Interactions between the service provider and the partner can be “bidirectional” while solving a
mutual customer’s problem.
Functions
Handling customer inquiries & issues
Handling customer inquiries & issues on behalf of the supplier/partner (as specified via
the partner contract)
Passing/receiving inquires and issues
Receiving and Passing inquires and issues between the service provider and
supplier/partner per contractual arrangements.
Performance Management
Performance Management, including the performance of the supplier/partner or service
provider equipment as well as the performance of the actual partner or service provider.
Receiving problems
Receiving problems from the partner that require service provider assistance in
resolving.
Supplier/Partner Workflow
Overview
Supplier/Partner Workflow applications provide workflow and orchestration for supplier/partner
management activities.
Functions
Supplier/Partner Workflow Management
Supplier/Partner Workflow Management function provide workflow and orchestration for
supplier/partner management activities.
Supplier/Partner Reconciliation Management

Overview
Supplier/Partner Reconciliation Management provides functionality to support reconciliation of
invoices received from the supplier/partner, including supplier/partner data collection, settlement
calculation, and initiation of accounts receivable or accounts payable transactions.
Functions

Supplier/Partner Invoice Reconciliation

Supplier/Partner Invoice Reconciliation uses the charges (and e.g. adjustments) from the
supplier/partner along with substantiating information available to the service provider to
reconcile the invoice presented by the supplier/partner.
Supplier/Partner Product Lifecycle Management

Overview
Partner Product Lifecycle Management provides the necessary functionality to onboard or
incorporate a partner's prospective product(s) into the service provider's product catalog or
"store front", the partner's store front, etc. This functionality also includes the capability to
manage the partner's product lifecycle from inception to retirement. Partner products can
include tangible and intangible products based on resources, services, and applications.
Functions
Initiation of product instantiation
Initiation of product instantiation into the service provider product catalog and/or store
front, including product prices.
Product certification/decertification
Product certification/decertification to be an integrated part of the service provider's
value proposition.
Product onboarding, updates, and decommissioning
Product onboarding, updating, and decommissioning
Supplier/Partner Reporting
Overview
Supplier/Partner Reporting provides information as appropriate concerning orders, trouble
tickets, campaign and sales results, product usage, billing data, inquiries on products, product
feedback, as well as lead and opportunity data. This information can be made available to
relevant service provider or partner staff and systems.
Functions
Supplier/Partner Reporting
Supplier/Partner Reporting provides information as appropriate concerning orders,
trouble tickets, campaign and sales results, product usage, billing data, inquiries on products,
product feedback, as well as lead and opportunity data. This information can be made available
to relevant service provider or partner staff and systems.
Supplier/Partner Portal
Overview
Supplier/Partner Portals provides a single entry point for suppliers and partners to interact with
the service provider to conduct business.
Functions
Supplier/Partner single point of contact
Supplier/Partner Portals provides a single entry point for suppliers and partners to
access various tools used for ordering, assurance, reporting, product management and
reconciliation

8.2.5 Supplier/Partner Reconciliation

Management
Figure 67. 8.2.5 Supplier/Partner Reconciliation Management
Supplier/Partner Reconciliation Management

Overview
Supplier/Partner Reconciliation Management provides functionality to support reconciliation of
invoices received from the supplier/partner, including supplier/partner data collection, settlement
calculation, and initiation of accounts receivable or accounts payable transactions.
Functions
Supplier/Partner Invoice Reconciliation uses the charges (and e.g. adjustments) from the
supplier/partner along with substantiating information available to the service provider to
reconcile the invoice presented by the supplier/partner.

Overview
Supplier/Partner Invoice Reconciliation Management uses the charges from the supplier/partner
along with substantiating information available tithe service provider to reconcile the invoice
presented by the supplier/partner.
Functions
Supplier/Partner Data Collection


Overview
Supplier/Partner Data Collection provides the required functionality to gather substantiating data
to support supplier/partner invoice reconciliation and partner settlements.
Functions
Collection of adjustment and billed charge data
Supplier/Partner Data Collection to gather substantiating adjustment and billing data to
support supplier/partner invoice reconciliation and partner settlements.
Collection of statistics on supplier/partner activities
Supplier/Partner Data Collection to gather statistics on Supplier/Partner activities data to
Collection of Usage and/or supplier/partner charges
Supplier/Partner Data Collection to gather Usage and/or supplier/partner charges to
Supplier/Partner Settlements
Partner Settlements provides the necessary functionality to calculate a settlement with
the partner, initiate the payment or bill to the partner.
Supplier/Partner Settlements reporting
Partner Settlements reporting provides the necessary functionality to create reports that
substantiate the settlement.
Supplier/Partner Settlements
Overview
Partner Settlements provides the necessary functionality to calculate a settlement with the
partner, initiate the payment or bill to the partner, and create reports that substantiate the
settlement.
Functions

9. Enterprise Domain
Figure 68. 9. Enterprise Domain
Revenue Assurance Management

Overview
Revenue Assurance is the collection of data quality and process improvement methods that
reduce leakages, improve profits, revenues and cash flows without influencing demand.
Although, as its name suggest, Revenue Assurance is mainly about revenues and profits,
revenue assurance activities in a communications organization has significant implications on
operational and strategic aspects of the service provider. These methods can be employed in
proactive, active, or reactive manners as part of providing "Revenue Assurance" for the service
provider.
Functions
HR Management
Overview
HR Management provides the necessary functionality for managing the service provider's
workforce. This includes the means for improving workforce efficiency and productivity, planning
future workforce needs, finding and developing the right talent, educating the workforce to
ensure each employee has the right skills and aligning corporate strategies with team and
individual goals
Functions
Financial Management
Overview

Financial Management - for financial management functionality including accounting, reporting,

analysis and treasury management, plus internal controls and documentation of all financial
processes and transactions.
Functions
Asset Management
Overview
Asset Management - for understanding the physical and financial assets deployed in the
enterprise and optimizing the economics associated with those investments along the lifecycle
from introduction through maintenance to eventual disposal.
Functions
Security Management
Overview
Security Management Applications are part of Enterprise Management. They provide a Unified
approach to Security, and the foundation technologies to: Protect systems and network
infrastructure against unauthorized access to or modification of information, whether in
storage, processing or transit Restrict provision of service to only authorized users Prevent
any denial of service to authorized users Provide the measures necessary to detect,
document, and counter such threats
Functions
Knowledge Management
Overview
Knowledge Management (KM) comprises a range of practices used in an organization to
identify, create, represent, distribute and enable adoption of insights and experiences. Such
insights and experiences comprise knowledge, either embodied in individuals or embedded in
organizational processes or practice (from Wikipedia).
Note: Actual applications can be related to both Knowledge Management and the business
functional areas for which the application provides functionality.
Functions

Fraud Management
Overview
Investigating, preventing and responding to activities that indicate fraudulent use of networks or
systems. This is achieved by effective Fraud Management systems coupled with the
instrumentation and monitoring that enables potential fraudulent activities to be identified. There
are close linkages between fraud identification and anomaly detection.
Functions
Fraud & Anomaly Detecting
Fraud & Anomaly Detecting function indicates fraudulent use of networks or systems.
This is achieved by effective Fraud Management systems coupled with the instrumentation and
monitoring that enables potential fraudulent activities to be identified. There are close linkages
between fraud identification and anomaly detection.
Regulatory & Compliance Management

Overview
Applications to stay on top of changing laws, regulations, industry specific regulations,
standards, and internal policies.
Functions
Regulatory & Compliance Documentation Management
Regulatory & Compliance Documentation Management Function of compliance
documentation of the laws, regulations and internal policies.
Regulatory & Compliance monitoring
Regulatory & Compliance Monitoring Function includes monitoring of pertinent laws,
regulations and internal policies.
Regulatory & Compliance Reporting
Regulatory & Compliance Reporting of proof of compliance to the pertinent laws,
regulations and internal policies.
Administrative Services
Overview
Legal Administrative Services provides legal services like assistance and advice on issues such
as procurement, contracting, public law and related activities. Record Retention management
assure compliance with federal and state laws, legal requirements or expectations, enterprise
policies and procedures for the management of data and information related to the enterprise's
operation. Advertising Administrative Services are primarily dealing with the enterprise's
common advertising needs like Corporate advertising (that is more public relations than sales
promotion) and Recruitment advertising.
Functions
Supply Chain Management

Overview
Supply Chain Management provides the necessary functionality to support the planning of
needed materials and services, procurement of these materials and services, stocking and
shipping preparation, and transportation to their final destination.
Functions

9.1 Revenue Assurance Management
Figure 69. 9.1 Revenue Assurance Management
Revenue Assurance Management

Overview
Revenue Assurance is the collection of data quality and process improvement methods that
reduce leakages, improve profits, revenues and cash flows without influencing demand.
Although, as its name suggest, Revenue Assurance is mainly about revenues and profits,
revenue assurance activities in a communications organization has significant implications on
operational and strategic aspects of the service provider. These methods can be employed in
proactive, active, or reactive manners as part of providing "Revenue Assurance" for the service
provider.
Functions
RA Control and Configuration

Overview
RA Control & Configuration establishes the policies and rules to be applied to the Revenue
Assurance process. It includes baselining acceptable limits and values from which actions will
be taken. A Control & Configuration also assures that the RA process is executing according to
specified rules and controls.
Functions
RA Control Configuration

RA Control & Configuration function establishes the policies and rules to be applied to
the Revenue Assurance process. It includes baselining acceptable limits and values from which
actions will be taken.
RA Control Management
RA Control & Configuration Assurance function assures that the RA process is
executing according to specified rules and controls.
RA Tracking & Management

Overview
RA Tracking & Management applications provide necessary functionality to assure that
Revenue Assurance anomalies are remedied in an efficient manner. This is done by monitoring
the lifecycle of revenue assurance activities, including monitoring, analysis, and initiation of
correction & recovery.
Functions
RA Problem Management
RA Tracking & Management function provides necessary functionality to assure that
Revenue Assurance problems are assigned, coordinated, and corrected efficiently, escalating
as needed per established business rules.
RA Problem Resolution Verification
RA Tracking & Management function provides necessary functionality to assure that
Revenue Assurance problems resolution is verified.
RA Problem Tracking
RA Tracking function provides necessary functionality to assure that Revenue
Assurance problems are tracked from inception to resolution.
RA Monitoring
Overview
RA Monitoring applications provide the necessary functionality to collect and monitor data from
within fulfillment, assurance, and billing, as well as information from supplier/partner
transactions. This includes data collected from the product, service, and resource (network)
layers.
RA Monitoring applications also pull data from multiple sources and bash the results. These
applications also analyze processes (both interprocess and intraprocess) for RA anomalies.
RA Monitoring looks for situations that are outside of the established baselines and triggers
alerts when those situations are detected for further analysis. RA Monitoring looks for both
"immediate" anomalies as well as predicts anomalies via trend analysis.

RA Monitoring can also consider proactive measures such as acceptance testing of new or
updated products, business or system flows, etc.
Functions
RA Monitoring Anomaly Detection
RA Monitoring function analyze processes (both interprocess and intraprocess) for RA
anomalies, and looks for situations that are outside of the established baselines and triggers
alerts when those situations are detected for further analysis. RA Monitoring looks for both
"immediate" anomalies as well as predicts anomalies via trend analysis
RA Monitoring Data Collection
RA Monitoring function provide the necessary functionality to collect data from product,
service, and resource (network) layers within fulfillment, assurance, and billing, as well as
information from supplier/partner transactions.
RA Analysis
Overview
RA Analysis provides the necessary functionality to investigate and diagnose revenue
assurance anomalies identified via RA Monitoring. This can include both automated analysis per
established RA policies and business rules as well as manual analysis/investigation.
Functions
RA Anomaly Analysis
RA Analysis function provide necessary functionality to diagnose detected revenue
assurance related problems.
RA Correction & Recovery Initiation

Overview
RA Correction & Recovery Initiation provides the necessary functionality to initiate correction of
the revenue assurance anomalies as well as recovery of the lost revenue.
Functions
RA Correction Initiation
RA Correction Initiation provides the necessary functionality to initiate correction of the
revenue assurance anomalies. Given that Revenue Assurance will detect issues originating in
ordering, provisioning, billing, and usage, it is likely the correction or recovery will also need to
be performed in those domains.
RA Recovery Initiation
RA Recovery Initiation provides the necessary functionality to initiate recovery of the lost
revenue.

RA Reporting
Overview
RA Reporting provides the necessary functionality to report on the status of revenue assurance
activities and provide management reports.
Functions
RA Reporting
RA Reporting provides the functionality to report on the status of Revenue Assurance
activities, including the status of issues currently being monitored, analyzed, and remedied. RA
Reporting also reports on data derived from the fulfillment, assurance, and billing data collected
for monitoring.

9.2 HR Management
Figure 70. 9.2 HR Management
HR Management
Overview
HR Management provides the necessary functionality for managing the service provider's
workforce. This includes the means for improving workforce efficiency and productivity, planning
future workforce needs, finding and developing the right talent, educating the workforce to
ensure each employee has the right skills and aligning corporate strategies with team and
individual goals
Functions
Payroll Management
Overview
Payroll Management provides the necessary functionality to accurately pay employees for time
worked, plus other compensation less applicable withholdings and deductions while meeting
legal and regulatory reporting requirements.
Functions
Paycheck Generation
Generates Paycheck/Paystub deliverable in Paper and/or Electronic form.
Payroll Reporting
Output payroll results to Financial Accounting.
Generates applicable reporting and analytics.
Payroll Salary Calculation
Calculates Salary for current period.
Payroll Wage Calculation

Calculates Wages based on hourly rate plus any applicable adjustments such as
overtime earned.
Payroll Withholdings and Deductions Calculation
Calculates Payroll Taxes and outputs to applicable agencies. Calculates Withholdings
such as Federal Income Tax, and calculates deductions such as medical insurance, union dues
and charitable contributions.
Performance Management & Feedback

Overview
Performance Management & Feedback provides the necessary functionality to evaluate and
develop a workforce.
Functions
Performance Feedback Management
KPI feedback calculation and presentation, as well as Identification and evaluation of
competencies.
Performance Goal Followup
Performance Appraisal relative to (set) Goals and Gap analysis
Performance Goal Setting
Setting of Short and Long Term goals.
Governmental & Regulatory Tracking & Reporting

Overview
Governmental & Regulatory Tracking & Reporting provides the necessary functionality to track
the implementation of governmental & regulatory rules or requirements, along with the means to
report as required to various Legal and Regulatory bodies.
Functions
Governmental & Regulatory Reporting
Governmental & Regulatory Reporting provides the necessary functionality to report as
required to various Legal and Regulatory bodies.
Governmental & Regulatory Tracking
Governmental & Regulatory Tracking provides the necessary functionality to track the
implementation of governmental & regulatory rules or requirements.
Time Reporting & Attendance Management


Overview
Time Reporting & Attendance Management provides the necessary means for tracking work
time and attendance. It also applies time rules.
Functions
Time & Attendance Reporting
Time & Attendance Reporting provides the following functionality:
• Attendance and Absence reporting and analytics.
Time Attendance Management
Time Attendance Management provides the following functionality:
• Time capture.
• Time tracking.
• Time calculations.
• Time allocation.
• Attendance and Absence tracking.
Recruitment & Staffing

Overview
Recruiting and Staffing is the processes of ensuring the company has the right labor force to
meet company objectives. This includes the right skilled labor force, the right sized labor force
and a productive labor force. It also ensures that a company meets legal, regulatory and internal
requirements.
Functions
Recruitment and Staffing Reporting
Recruitment and Staffing Reporting provides the following functionality:
• Legal and Regulatory reporting
• Analytics such as attrition rate
Staff Recruiting
Staff Recruiting provides the following functionality:
• Job Descriptions/Job Briefs
• Sourcing of candidates through job boards, job fairs, advertisements, referrals, company job
site
Staffing
Staffing provides the following functionality:
• Tracking of candidate through process.
• Interviewing candidates by recruiter.
• Ranking of candidates for hiring manager interview.
• Background checks.
• Organizational Management
Ethics & Compliance


Overview
Ethic & Compliance ensures the company complies with legal and regulatory requirements as it
relates to hiring and labor practices. It ensures that employees and other associated with the
company are trained on ethical practices. The application also ensures that the company has
instituted reasonable protections against those that would practice unethical behavior.
Functions
Ethics & Compliance
Ethics & Compliance provides the following functionality:
• Provides a program to ensure Labor is properly trained on ethics and compliance
requirements.
• Provides a program to enable safe reporting of ethical and compliance violations.
• Ensures company is meeting ethical and compliance standards.
• Institutes and manages programs such as EEO case management to track violations.
Employee Records Management

Overview
Employee Records Management provides the necessary processes, guidelines and solutions
for managing and retaining employee records.
Functions
Employee Records Administration
Employee Records Administration provides the following functionality:
• Manages long term storage of employee records.
• Defines what employee records are to be retained.
• Defines record retention/destruction guidelines.
Employee Records Support
Employee Records Support provides the following functionality:
• Provides required records on requests.
Awards & Recognition

Overview
Awards & Recognition provides the necessary guidelines and tools to properly and in a
consistent way recognize and award employees.
Functions
Awards & Recognition Assigning
Awards & Recognition Assigning provides the following functionality:
• Provides tools and processes to generate awards such as monetary or item.

Awards & Recognition Guideline Management

Awards & Recognition Guideline Management provides the following functionality:
• Provides guidelines for appropriate employee recognition.
• Provides guidelines for appropriate employee awards.
Salary Planning
Overview
Salary Planning provides the necessary budgeting, compensation guidelines and analytics to
support compensation plans.
Functions
Salary Analytics and Reporting
Salary Analytics and Reporting provides the following functionality:
• Reporting and Analytics
Salary Planning
Salary Planning provides the following functionality:
• Compensation Comparison (internal/external)
• Salary Grades and Ranges
• Job Descriptions
• Merit Increases
• Application of Compensation
• Salary Updates
• Reporting and Analytics

Salary Update Administration
Salary Update Administration provides the following functionality:
• Application of Compensation
• Salary Updates
Corporate Communications
Overview
Corporate Communications for HR has the responsibility of communicating to the employee’s
key corporate information through multiple communications paths.
Functions
Corporate Communications
Corporate Communications provides the following functionality to Foster a Positive Work
Culture, Boost Employee Moral and Support Employee Engagement
• Communicates Corporate Goals

• Communicates Key Initiatives

• Disseminates information through various communication channels.
Community Involvement
Overview
Community Involvement supports good corporate citizenship by lending and or supporting a
company’s talent and resources for the good of a community. Community Involvement builds
trust and a positive image between a corporation and its community.
Functions
Community Involvement Interaction Management
Community Involvement provides the functionality to Provide resources to support
various community programs.
In order to Set Corporate Goals relative to the community needs, foster an environment of
Volunteerism and Build brand image.
Labor Relations
Overview
Labor Relations has the responsibility to bring together unionized labor, corporate goals and
legal requirements to establish and execute labor agreements.
Functions
Labor Relations Support
Labor Relations provides the following functionality:
• Negotiates Labor Agreements
• Creates Labor Policy
• Manages Grievances
• Ensures Labor Agreement compliance
Corporate Training
Overview
Corporate Training has the responsibility to train the workforce to meet current and future skill
demands.
Functions
Corporate Training Analytics and Reporting
Corporate Training Analytics and Reporting provides the following functionality:
• Analytics and Reporting

Corporate Training Development

Corporate Training Development provides the following functionality:
• Supports Compliance Training Requirements
• Build Training Curriculum
• Build Training Courses
• Deliver Training through various channels
• Analytics and Reporting
• Deliver Training through various channels

Corporate Training Planning
Corporate Training Planning provides the following functionality:
• Knowledge Assessments
• Skill Gap Assessments
• Manages certifications
Benefits Management
Overview
Benefits Management has the responsibility of developing and administering a company’s
benefit program that is cost effective, competitive and sustainable. Primary benefit areas include
Healthcare and Pensions.
Functions
Benefits Development and Administration
Benefits Development and Administration provides the functionality of
Development and Administration of the Benefit Programs for Health, Dental, Pensions, Savings
Plans, Stock Plans, Life/Dismemberment insurance and Long Term Healthcare, including to
Ensure benefit programs meet legal/regulatory requirements.
Benefits Management Analytics and Reporting
Benefits Management Analytics and Reporting function handles the Analytics and
Reporting of the Benefit Programs for Health, Dental, Pensions, Savings Plans, Stock Plans,
Life/Dismemberment insurance and Long Term Healthcare

9.3 Financial Management
Figure 71. 9.3 Financial Management
Financial Management
Overview
Financial Management - for financial management functionality including accounting, reporting,
analysis and treasury management, plus internal controls and documentation of all financial
processes and transactions.
Functions
Financial Core Operations

Overview
Financial Core Operations applications provide the required functionality to manage the major
financial processes of a corporation.
Functions
Employee Expense Reimbursement

Overview
Employee Expense Reimbursement applications provide the tools to effectively manage the
employee travel and expense process.
Functions
Detection of Duplicate Expenses
Employee Expense Reimbursement function for Detection of duplicate expenses

Electronic Attachments to Expense Reports
Employee Expense Reimbursement Function for Attachment of electronic receipts to
expense reports from faxed images
Electronic Routing for Approval
Employee Expense Reimbursement function for electronic routing of expense reports for
approval
Expense Data Downloading
Employee Expense Reimbursement function for downloads of expense data from credit
cards and P-cards
Integration with Accounts Payable
Employee Expense Reimbursement for Integration with Accounts Payable applications
Capital Lease Management

Overview
Capital Lease Management applications provide the required functionality to enable the service
provider Capital Services legal entity to support business customer purchases of our products
and services by converting one-time, upfront costs into monthly payments.
Functions
Capital Lease Complex Transaction management
Capital Lease function for Complex transaction management for various types of leases
Capital Lease Contract Tracking
Capital Lease Management function for Complete contract tracking from origination
through asset disposition
Capital Lease Reporting
Capital Lease Management function for Flexible reporting
Financial Core Operations Reporting

Overview
Financial Core Operations Reporting applications are financial repositories and reporting tools
for data associated with the Financial Core Operations applications.
Functions
Accounts Payable Reporting
Financial Core Operations Reporting for Accounts Payable Reporting

Affiliate Billing Reporting

Financial Core Operations Reporting function for Affiliate Billing Reporting
Cost Allocations Reporting
Financial Core Operations Reporting function for Cost Allocations Reporting
Financial Data Reporting
Financial Core Operations Reporting function for Financial Controls, Editing & Reference
Data Reporting
Fixed Assets Reporting
Capital Lease Management function for Flexible reporting
General Ledger Reporting
Financial Core Operations for General Ledger Reporting
Project Accounting Reporting
Project Accounting Status Reporting to provide the required functionality to track the
financial progress of projects, which can then be used by managers to aid project management.
Revenue Eliminations Reporting
Financial Core Operations Reporting function for Intercompany Revenue Eliminations
Reporting
Financial Business Unit Reporting

Overview
Financial Business Unit Reporting applications are financial repositories and profitability
reporting tools for the service provider and all its subsidiaries.
Functions
Budget to Actual Variance Reporting
Financial Business Unit Reporting function for Budget to Actual variance reporting and
year over year comparisons
Business Unit Profitability Reporting
Financial Business Unit Reporting function for Profitability reporting which provides
information on revenues, expenses, volumes and force data
Financial Business Unit Financial Repositories
Financial Business Unit Reporting function for financial repositories of e.g. budget data
Process and product group profitability reporting
Financial Business Unit Reporting function for Process cost and product group
profitability reporting

Corporate Tax
Overview
Corporate Tax applications provide the required functionality to calculate and submit tax filings
for all service provider companies and affiliates.
Functions
1099 Processing
Corporate Tax function to calculate and submit tax filings for "1099 Processing" for all
service provider companies and affiliates.
Corporate Tax function to Accounts Payable Integration
Corporate Tax function for Integration with Accounts Payable applications
Gross Receipt Tax calculation and filings
Corporate Tax function to calculate and submit tax filings for Gross Receipt Tax for all
Income Tax calculation and filings
Corporate Tax function to calculate and submit tax filings for Income Tax for all service
provider companies and affiliates.
Network Asset Leasing calculation and filings
Corporate Tax function to calculate and submit tax filings for Network Asset Leasing for
all service provider companies and affiliates.
Property Tax calculation and filings
Corporate Tax function to calculate and submit tax filings for Fixed Asset Tax for all
Sales & Use Tax calculation and filings
Corporate Tax function to calculate and submit tax filings for Sales & Use Tax for all
Corporate Treasury
Overview
Corporate Treasury applications provide the required functionality to manage service provider
funds and bank accounts.
Functions
Cash Position Management
Corporate Treasury function for Cash position management
Corporate Treasury Bank Accounts Tracking

Corporate Treasury function for Tracking of bank accounts and associated data
attributes
Foreign Exchange Rates Management
Corporate Treasury function for Management of foreign exchange rates
Intercompany cash settlements
Corporate Treasury function for Intercompany cash settlements
Cash Reconciliation & Escheatment

Overview
Cash Reconciliation & Escheatment applications provide the required functionality to perform
bank statement reconciliations, manage unclaimed checks, and recover unclaimed funds
payable to the service provider.
Functions
Bank Statement Reconciliation
Cash Reconciliation & Escheatment function for Bank Statement Reconciliations
Escheatment of unclaimed checks support
Cash Reconciliation & Escheatment function for Escheatment of unclaimed checks to
the proper jurisdictions
Reconciliation & Escheatment to Accounts Payable Integration
Cash Reconciliation & Escheatment function for Integration with Accounts Payable
applications
Recovery of unclaimed funds support
Cash Reconciliation & Escheatment function for Recovery of unclaimed funds payable to
the service provider that may be held by various jurisdictions
Replacement check approval support
Cash Reconciliation & Escheatment function for Replacement check approval.
General Ledger Account Reconciliation

Overview
General Ledger Account Reconciliation applications provide the required functionality to support
comparisons between balances in the general ledger and other subsidiary ledgers to assure
that accounts are correct.
Functions
Accounts Payable Reconciliation
General Ledger Account Reconciliation function for Accounts Payable
Accounts Receivable Reconciliation

General Ledger Account Reconciliation function for Accounts Receivable
Balance Sheet and Income Statement Accounts Reconciliation
General Ledger Account Reconciliation function for Other Balance Sheet and Income
Statement Accounts
Fixed Assets Reconciliation
General Ledger Account Reconciliation function for Fixed Assets
Investment Accounts Reconciliation
General Ledger Account Reconciliation function for Investment Accounts
Payroll function Reconciliation
General Ledger Account Reconciliation function for Payroll
Auditing
Overview
Auditing applications provide the required functionality to attest to the accuracy of the financial
records.
Functions
Audit Findings Documentation
Auditing function for Documentation of audit findings and associated resolutions
SOX compliance Auditing
Auditing function for SOX compliance
Regulatory Accounting
Overview
Regulatory Accounting applications provide the required functionality to comply with federal
regulations. In the US, it is specially Title 47, Part 64 (Telecommunication - Miscellaneous Rules
Relating to Common Carriers).
Functions
Affiliate Billing Regulatory Accounting
Regulatory Accounting function for Affiliate billing to comply with federal regulations. In
the US, it is specially Title 47, Part 64 (Telecommunication - Miscellaneous Rules Relating to
Common Carriers).
Cost Allocations Regulatory Accounting

Regulatory Accounting function for Cost allocations and associated cost allocation
manuals to comply with federal regulations. In the US, it is specially Title 47, Part 64
(Telecommunication - Miscellaneous Rules Relating to Common Carriers).
International settlements Regulatory Accounting
Regulatory Accounting function for International settlements to comply with federal
regulations. In the US, it is specially Title 47, Part 64 (Telecommunication - Miscellaneous Rules
Relating to Common Carriers).

9.3.1 Financial Core Operations
Figure 72. 9.3.1 Financial Core Operations
Financial Core Operations

Overview
Financial Core Operations applications provide the required functionality to manage the major
financial processes of a corporation.
Functions
General Ledger
Overview
General Ledger applications provide the required functionality to create a book of final entry
summarizing all of a company's financial transactions, through offsetting debit and credit
accounts.
Functions
Chart of Accounts Maintenance
General Ledger Chart of Accounts Maintenance of the Chart of Accounts and General
Ledger reporting structures
General Ledger Compliance
General Ledger Compliance with multiple legislative, industry or geographic
requirements.
General Ledger Drilldowns

General Ledger Robust drilldowns to underlying transactions

General Ledger Integration
General Ledger Integration for journals, budgets, reporting, and currency rates, e.g.
spreadsheet integration
General Ledger month-end closing
General Ledger automated month-end close processing
General Ledger Security
General Ledger Security for tight internal controls and access to legal entity and ledger
data
Multi-ledger Financial Reporting
Multi-ledger Financial Reporting for real-time, enterprise-wide visibility
Financial Controls, Editing, & Reference Data

Overview
Financial Controls, Editing & Reference Data applications provide the required functionality to
enable financial feeders to pre-edit and validate transactions prior to sending them to the
financial ledgers for posting. It also covers the receipt of those transactions by the financial
applications and the validation features prior to transaction posting.
Functions
Financial batch validation
Financial batch validation and associated error correction processes
Financial DataTranslation
Financial DataTranslation and replacement processes
Financial error correction
Financial editing and associated error correction support function prior to sending them
to the financial ledgers for posting.
Financial Reference Data Maintenance
Maintenance of financial reference data for Financial Control
Financial Transaction Routing
Financial Transaction Routing rules processing
Accounts Payable
Overview

Accounts Payable applications provide the required functionality to maintain a ledger containing
the accounts of all of a company's creditors.
Functions
Accounts Payable Global Accounting
Accounts Payable Global Accounting and tax requirements
Accounts Payable Supplier Management
Accounts Payable Supplier management; Accounts Payable function to provide the
required functionality to maintain all of a company's creditors.
Electronic Payments Support
Electronic Payments Support
Invoice and payment status support
Accounts Payable Invoice and payment status inquiries support.
Invoice management and payments
Accounts Payable Invoice management and payments
Fixed Assets
Overview
Fixed Asset applications provide the required functionality to manage the long-term assets of a
business at a summarized level. Detailed, subsidiary asset records are not covered by this
group of applications.
Functions
Financial Systems Application Integration
Integration function for the Fixed Assets Application
with Accounts Payable and Project Accounting applications
Fixed Assets Depreciation calculation
Fixed Asset Depreciation calculation
Fixed Assets Journaling
Journal creation for Fixed Assets purchase, depreciation, disposal and transfers
Total Cost of Ownership Tracking
Fixed Asset Total Cost of Ownership tracking
Project Accounting
Overview

Project Accounting applications provide the required functionality to create financial reports
specifically designed to track the financial progress of projects, which can then be used by
managers to aid project management.
Functions
Project Accounting Asset Capitalization
Project Accounting Asset Capitalization where the costs to acquire the asset are
expensed over the life of that asset rather than in the period it was incurred.
Project Accounting Budget Creation
Project Accounting Budget Creation at any level in multiple currencies to provide the
required functionality to create financial reports specifically designed to track the financial
progress of projects, which can then be used by managers to aid project management.
Project Accounting Budgetary Control
Project Accounting Budgetary Controls to check available project funds with hard or soft
controls
Project Accounting Comparison
Project Accounting Comparison of budget, actual, commitment, and revenue amounts
Project Accounting Cost Distribution
Project Accounting Cost Distribution using auto-allocation rules
Project Accounting Transaction Control
Project Accounting Transaction Controls based on expenditure category, expenditure
type, employee, or non-labor resource
Project Expenditure Posting
Project Expenditure Posting to projects' Project Accounting providing the required
functionality to create financial reports specifically designed to track the financial progress of
projects, which can then be used by managers to aid project management.

9.4 Asset Management
Figure 73. 9.4 Asset Management
Asset Management
Overview
Asset Management - for understanding the physical and financial assets deployed in the
enterprise and optimizing the economics associated with those investments along the lifecycle
from introduction through maintenance to eventual disposal.
Functions
Corporate Real Estate

Overview
Corporate real estate asset management focus on maximizing property value for investment
purposes. Asset management, is to cultivate market value so ownership can increase its
returns.
Functions
Damage Claims Management

Overview

Asset claim management is for the tracking of claims regarding anything considered valuable to
an organization, whether tangible or intangible. Asset claim management is used to process
inventory claims for theft or damaged inventory. Similarly, for Intangible assets, claims apply to
trademarks, intellectual property rights and engineering claims, copyright claims, franchise
claims, and contract claims.
Functions
Damage Claim Filing
Damage Claim Filing captures the claim and the known circumstances and implications.
Damage Claim Handling Administration
Damage Claim Handling Administration supports the responsible organization with the
correction and followup.
Damage Claim Loss Calculation and Analyzing
Damage Claim Loss Calculation and Analyzing supports in the calculation and analyzing
of possible consequences of the Damage Claim.
Damage Claim to Accounting Integration
Damage Claim to Accounting Integration supports the possible cost handling in
connection to a Damage Claim.
Fleet Management
Overview
Fleet Management is a function which allows companies which rely on transportation in
business to remove or minimize the risks associated with vehicle investment, improving
efficiency, productivity and reducing their overall transportation and staff costs, providing 100%
compliance with government legislation (duty of care) and many more. (Source Wikipedia)
Functions
Fleet Lifecycle and Maintenance Planning
Fleet Lifecycle and Maintenance Planning supports the administration of vehicle
financing and vehicle maintenance planning.
Fleet Optimization
Fleet Optimization and risk minimizing through route and utilization planning
Fleet Security and Efficiency Management
Fleet Security and Efficiency Management includes support for driver management,
speed management, fuel management and health and safety management.
Fleet Tracing and Monitoring
Fleet Tracing and Monitoring includes equipment tracing through e.g. vehicle telematics
(tracking and diagnostics),

9.4.1 Corporate Real Estate
Figure 74. 9.4.1 Corporate Real Estate
Corporate Real Estate

Overview
Corporate real estate asset management focus on maximizing property value for investment
purposes. Asset management, is to cultivate market value so ownership can increase its
returns.
Functions
Real Estate Property & Building Portfolio and Lease Management

Overview
Real estate property management prioritize to increase the building ‘s Net Operating Income
and value. Building portfolios manages different types of property and in different real estate
markets. Lease Management plans, tracks, manage and maintain all aspects of leased real
estates.
Functions
Building portfolios Management
Building portfolios manages different types of property and in different real estate
markets. Building portfolio functions supports the management of the property portfolio.
Property Lease Management
Lease Management plans, tracks, manage and maintain all aspects of leased real
estates.
Real Estate Property Management

Real estate property management prioritize to increase the building ‘s Net Operating
Income and value. The Real estate property management functions support the Property
management.
Real Estate Facility Operations Management

Overview
Real Estate Facility Operations Management prioritize the day-to-day operations for the
user's/occupier's needs and demands. Real Estate Facility Management function supports the
Facility Managers control of the expenses and operational planning.
Functions
Real Estate Facility Management
Real Estate Facility Management prioritize the day-to-day operations to increase the
user/occupier's workplace needs and demands.
Real Estate Facility Management function supports the Facility Managers control of the
expenses and operational planning.
Space Planning
Overview
Space Planning offers a visual way to format, update and report property space information. It
allows to measure space efficiency and quickly identify vacant and underutilized space, used for
planning and space optimization. It supports benchmarking facility performance, and determine
the total cost of occupancy.
Functions
Asset management Integration
Space Planning function for Integration to Asset management, including support for total
cost of occupancy
Property Floor Plan Management
Space Planning offers a visual way to format, update and report property space
information.
Property Utilization Management
Space Planning Utilization Management for benchmarking, space efficiency and quickly
identifying vacant and underutilized space, used for planning and space optimization.
Real Estate Asset Capital Planning


Overview
Real Estate Asset Capital Planning supports the process of budgeting Real Estate Assets for
the future long term plans. Analysis and market planning to find the best markets and the best
locations within those markets for investment or leasing.
Functions
Real Estate Asset Capital Budgeting
Real Estate Asset Capital Budgeting supports the process of budgeting Real Estate
Assets for the future long term plans.
Real Estate Market and Location Analysis
Analysis and market planning to find the best markets and the best locations within
those markets for investment or leasing.
Environmental Health & Safety Monitoring and Compliance Management

Overview
HSE (Healthy, Safety & Environmental) aspects of real estates, and equipment and services
related to the real estate needs to be evaluated continuously to comply to applicable laws and
relevant industry standards. To achieve a good HSE management there is a need for supporting
applications to have knowledge about applicable laws and regulations, setting up policies and
objectives with monitoring/followup up, and auditing and reviews.
Functions
Real Estate HSE Policies/Objectives Planning and Followup Support
Real Estate HSE Policies/Objectives Planning and Followup Support can be used by
enterprises with a high profile of environment and personnel care to set policies and objectives
for continuous improvement.
Real Estate HSE Regulation and Auditing Support
Real Estate HSE Regulation and Auditing Support supports the investment and
operational organizations to be aware of the applicable laws and industry standards. In addition,
it supports the possibility for HSE auditing.
HSE (Healthy, Safety & Environmental) aspects of real estates, and equipment and services
related to the real estate needs to be evaluated continuously to comply to applicable laws and
relevant industry standards.
Real Estate Capital Construction Management

Overview
The construction process, and the documents involved for each construction phase, in addition
to the number diverse stakeholders and complicated workflows calls for a specialized project
management.
Functions
Real Estate Construction Management

Support for Real estate project management emphasizing the construction process, and
the documents involved for each construction phase.

9.5 Security Management
Figure 75. 9.5 Security Management
Security Management
Overview
Security Management Applications are part of Enterprise Management. They provide a Unified
approach to Security, and the foundation technologies to: Protect systems and network
infrastructure against unauthorized access to or modification of information, whether in
storage, processing or transit Restrict provision of service to only authorized users Prevent
any denial of service to authorized users Provide the measures necessary to detect,
document, and counter such threats
Functions
Corporate Security
Overview
Corporate security identifies and effectively mitigates or manages, at an early stage, any
developments that may threaten the resilience and continued survival of a corporation. It is a
corporate function that oversees and manages the close coordination of all functions within the
company that are concerned with security, continuity and safety. (Source Wikipedia)
Functions
Application Security
Overview
Providing functions so only the right people and systems have the right access, according to
authentication and authority.
This may call for e.g.
> User Management through a central user repository

> User - Role Management
> Authentication with Single Sign-On
> Authentication with "Strong Authentication" if needed
> Authorization that is Role and Rule based, and Central Authentication based
Functions
Application Security Management
Application Security Management administrates the roles and rules that applies to
getting the right to use an application.
Authorization Control and Management
Authorization Control and Management sets and administrates the Role and Rule based
access to applications.
Single Sign-On Access Control
Single Sign-On Access control integrated with a central Authentication and Authorization
functions secures the most updated security.
Vulnerability Management
Overview
Assessing networks and systems for vulnerabilities and taking proactive action to reduce the
vulnerabilities or limit the impacts if they are exploited. This is achieved by documenting and
managing element configuration, recording any vulnerability as they are discovered, and
applying in a timely manner the software patches and upgrades that address known
vulnerabilities
Functions
Software Update Planning
Software Update Planning for applying in a timely manner the software patches and
upgrades that address known vulnerabilities
Vulnerability Assessment Planning
Vulnerability Assessment Planning function for Assessing networks and systems for
vulnerabilities and taking proactive action to reduce the vulnerabilities or limit the impacts if they
are exploited.
Anomaly Management
Overview
Identifying and preventing any misuse of a network or system that falls outside normal system
operation, by monitoring network and system activity and determining whether it is normal or
anomalous, based on rules, signatures or heuristics. This is achieved by a combination of
Instrumentation and Monitoring, Event and Log Correlation and Intrusion Detection Systems
Functions
Anomaly Monitoring
System and network monitoring activity, determining whether it is normal or anomalous,
based on rules, signatures or heuristics.
Anomaly Monitoring Data Analysis
Anomaly Monitoring Data Event and Log Correlation and Intrusion Detection Systems
analysis
Lawful Interception
Overview
Providing the interception technologies that meet statutory obligations for lawful interception for
any service that requires it
Functions
Lawful Interception
Provide function for Lawful Interception for the purpose of analysis or evidence.
PKI and Digital Certificates

Overview
Enabling users to securely and privately exchange data using digital certificates that are
obtained and shared through a trusted authority, and enabling secure authentication of devices
equipped with digital certificates. This is achieved by Public Key Infrastructure systems that
provides digital certificates that can identify an individual, an organization or a device& and
include directory services that can store and, when necessary, revoke the certificates
Functions
PKI and Digital Certificates Support
Integration to Public Key Infrastructure Systems that provides digital certificates, and the
support to use public keys and digital certificates.

9.5.1 Corporate Security
Figure 76. 9.5.1 Corporate Security
Corporate Security
Overview
Corporate security identifies and effectively mitigates or manages, at an early stage, any
developments that may threaten the resilience and continued survival of a corporation. It is a
corporate function that oversees and manages the close coordination of all functions within the
company that are concerned with security, continuity and safety. (Source Wikipedia)
Functions
Employee Identification Management

Overview
Securing the employees to have a correct identification with the right authorities to be used in
the overall Corporate security.
Functions
Identification Card Management
Identification card management with card creation and cancellation, and integration to
authentication and authority systems.
Unique Employee Number Registration
Unique Employee Number Registration in a central repository based on secure methods
for identity verification. (The repository can be a distributed system.)

Building Access Management

Overview
Providing functions so only the right people have the right access, to premises, buildings and
areas within buildings
Functions
Building Access Control
Building Access Control checks, stops or allow physical access to facilities according to
access authentication and authority roles and rules.

9.6 Knowledge Management
Figure 77. 9.6 Knowledge Management
Overview
Knowledge Management (KM) comprises a range of practices used in an organization to
identify, create, represent, distribute and enable adoption of insights and experiences. Such
insights and experiences comprise knowledge, either embodied in individuals or embedded in
organizational processes or practice (from Wikipedia).
Note: Actual applications can be related to both Knowledge Management and the business
functional areas for which the application provides functionality.
Functions
Patent, Invention & Trademark Management

Overview
Patent, Invention & Trademark Management functionality to manage the enterprise's patents,
inventions, innovations, and trademarks.
Functions
Patent, Invention & Trademark Collection
Patent, Invention & Trademark Collection support will collect possible patent, invention
and trademark candidates
Patent, Invention & Trademark Management
Patent, Invention & Trademark Collection support will collect possible patent, invention
and trademark candidates
Patent, Invention & Trademark Management manages the registration process and making the
knowledge available within the enterprise

Enterprise Web Sites & Portals

Overview
Enterprise Web Sites & Portals provide necessary functionality to provide non-business
intelligence based knowledge.
Functions
Enterprise Web Sites & Portals Platform
Enterprise Web Sites & Portals platform
Business Intelligence (BI)

Overview
Business Intelligence (BI) refers to skills, technologies, applications and practices used to help a
business acquire a better understanding of its commercial context. Business Intelligence may
also refer to the collected information itself (from Wikipedia).
Business Intelligence/Data Warehousing (BIDW) is the delivery of business information required

to effectively manage corporate operations. It includes both tactical and strategic decision-
making activities, compliance and regulatory reporting, and operational & transactional
management/monitoring.
These functions are performed by a virtual team from various IT organizations within the
enterprise.
Functions
Data Management
Overview
The Data Management (DM) architecture consumes data from sources and provides consistent
data to client applications via a shared set of web services and bulk data management
procedures.
Functions
Content Management

Overview
Content management, or CM, is the set of processes and technologies that support the
collection, managing, and publishing of information in any form or medium. (From Wikipedia)
Functions
Content Management Archival tools
Business Intelligence Content Artefact Lifecycle Management keeps track of the aging of
the Business Intelligence information and artefacts. All information has a best-before date that
differs from context to context, but to use the data in a relevant way there might be cleanup
functions or warning functions for outdated data.
Content Management Data Repository
Business Intelligence Content Artefact Version Control manage the official versioning of
BI material that needs to be formally version controlled because of e.g. quality or legal reasons.
Content Management Federation tools
Business Intelligence Support of Master Data changes and history to be combined with
other BI data for reports etc.
Content Management Support for O&M
BI Metadata Management specifies the
> Technical Metadata that describes the physical objects like Tables, fields, indexes, sources,
transformations etc.
> Business Metadata that describes the content's facts, dimensions, Logical relationships etc.
> Process Metadata describes the operations executed on the BI warehouse data and the
results.

9.6.3 Business Intelligence (BI)
Figure 78. 9.6.3 Business Intelligence (BI)
Business Intelligence (BI)

Overview
Business Intelligence (BI) refers to skills, technologies, applications and practices used to help a
business acquire a better understanding of its commercial context. Business Intelligence may
also refer to the collected information itself (from Wikipedia).
Business Intelligence/Data Warehousing (BIDW) is the delivery of business information required

to effectively manage corporate operations. It includes both tactical and strategic decision-
making activities, compliance and regulatory reporting, and operational & transactional
management/monitoring.
These functions are performed by a virtual team from various IT organizations within the
enterprise.
Functions
BI Delivery Mechanism
Overview
The BI Delivery Mechanism layer consists of the technologies utilized to present information to
end user in the format requested and through the desired user interface.
Functions
BI Data Delivery for Mobile Gadgets Interface
Customer Facing Business Intelligence Delivery Mechanism to the desired user interface
at mobile devices.
BI Data Delivery to Offline Users/Customers
Disconnected Business Intelligence User Interface Delivery Mechanism consists of the
technologies utilized to present information to end user in the format requested to be used when
disconnected. E.g. Alert and Collect, Pre-formatted Reports, File formats.

BI Office Suite and Desktop Gadgets Interface

Customer Facing Business Intelligence Delivery Mechanism of Office Suites User
Interface Delivery Mechanism and/or Desktop Gadgets Delivery Mechanism consists of the
technologies utilized to present information in the format requested and through the desired
user interface. E.g. Dashboards
BI Portals and Business Mashups data delivery
Customer Facing Business Intelligence Delivery Mechanism of Portals or Business
Mashups consists of the technologies utilized to present information to end user in the format
requested and through the desired user interface. E.g. Portals/Business Mashups, Interactively
and Ad Hoc.
BI Reporting
Overview
The BI Reporting layer has technologies for building and formatting reports and graphical
representations of the data. The Reporting layer contains Search because the selection,
filtering, and query building is generally the first step in generating a report.
Functions
BI Report Alert
Business Intelligence Reporting Alerts, assist the delivery functions by sending alerts to
Customers/Users about new or changed Analytics, Metrics, KPI etc. data according to
requested criteria.
BI Report Data Visualization
Business Intelligence Report Data Visualization function present Analytics, Metrics, KPI,
Search etc. data graphically.
BI Performance Management
Overview
The BI Performance Management is a set of technologies for measuring and planning the
performance of business processes or physical resources such as network components or IT
servers and services. Technologies for measurement may differ depending on resource type
and are utilized lower in the architecture stack. Performance data is aggregated in the Analytics
layer, but business rules are applied in this layer.
Functions
BI Metrics/KPIs Rules Evaluation
Business Intelligence performance Metrics/KPIs' business rules are applied in this
function. Performance data is aggregated in the Analytics functions, but business rules for
Metrics and KPIs are applied in this function.
BI Performance Followup Planning
Business Intelligence Performance Followup Planning. The performance of business

processes or physical resources such as network components or IT servers and services have
different technologies for measurement. The performance followup may differ depending on
criterions.
BI Scorecard Rules Evaluation
Business Intelligence Performance Scorecards follow up and business rules evaluation
are applied in this function. Performance data is aggregated in the Analytics functions, but
business rules are applied in this function.
BI Strategy Management
Business Intelligence Performance Strategy/Objectives Management Planning, follow up
and business rules evaluation are applied in this function. Performance data is aggregated in
the Analytics functions, but business rules are applied in this function.
BI Supporting Applications
Overview
BI Supporting Applications is a layer that contains components for managing metadata and
providing supplemental information to the layers above, such as reference hierarchies and
dimensions for organization or product filtering.
Its position in the stack shows that these components generally support the Delivery
Mechanism, Reporting, and Performance Management layers – these layers comprise the
‘Information Delivery’ layer indicated in high level conceptual models of BI/BI/Data
Warehousing.
Several components in this layer are considered to be more in the Knowledge Management
domain and are not specific to BI, therefore, they were placed out of scope.
Functions
eLearning Course Administration
eLearning Course Administration is the function for eLearning sites where the
participation is fully automated. The eLearning Administration lists available trainings and
students can book and run the training and get, and even get
eLearning Interactive lecturing
eLearning Interactive lecturing is an eLearning function where the student follows a
training course in interactive way with queries and answers or tests and answers to encourage
learning.
BI Analytics
Overview

The BI Analytics layer represents the true analytic engines used for mathematical and statistical
analysis of data - calculating correlations, trends, and patterns using complex algorithms and
modeling. The results from these analyses are passed to the above layers for presentation and
aggregation.
Functions
BI Guided Search
Business Intelligence function for Guided Searching in business information databases
to gather relevant data for manual or automated analysis.
BI Interactive Data Analysis
Business Intelligence function for interactive analysis of business data, On-line over e.g.
a web-client. The analysis function is often guided or using complex algorithms. E.g. OLAP and
Data Mining.
BI Operational Decision Support Function
Business Intelligence analytic functions used for mathematical and statistical analysis of
data - calculating correlations, trends, and patterns using complex algorithms and modeling to
support Operational Decision Support Systems.
Information includes, but is not limited to
• on market; knowledge of the market shares by region with general trends, potentials in
volume, in CA
• on customer and consumer; expectations and motivations, new modes of consumption,
calculation of the customer average revenues according to the offer range and flow (acquisition,
churn, migration).
• on distribution; general trends, new distribution channel
• on competition; anticipate the competition strategy by analysis of the market shares and
competition and evolution assumptions, positioning, target.
• for environment; politic, economic (cartography of the geo-merchandising zones), technologic,
ecological, legislative
• on Company Performances; turnover evolution, profitability, financial means
• for customers; enterprise image & fame, qualification of the customers (loyalty, satisfaction,
contact mode, frequency, income, purchasing power, equipment…), purchase behavior
• market shares by region; penetration rates of the offers by region, number of eligible lines by
region.
BI Predictive Analytics
data - calculating correlations, trends, and patterns using complex algorithms and modeling to
support Predictive Analytics
volume, in CA
• on customer and consumer; expectations and motivations, new modes of consumption,
calculation of the customer average revenues according to the offer range and flow (acquisition,
churn, migration).
• on distribution; general trends, new distribution channel
• on competition; anticipate the competition strategy by analysis of the market shares and
competition and evolution assumptions, positioning, target.
• for environment; politic, economic (cartography of the geo-merchandising zones), technologic,
ecological, legislative
• for customers; enterprise image & fame, qualification of the customers (loyalty, satisfaction,
contact mode, frequency, income, purchasing power, equipment…), purchase behavior
region.
BI Statistical Analysis
data.
volume, in CA
• on customer and consumer; calculation of the customer average revenues according to the
offer range and flow (acquisition, churn, migration).
• on distribution; general trends
• on competition; analysis of the market shares, positioning, target.
region.
BI Usage Analytics
Usage Data; calculating correlations, trends, and patterns using complex algorithms.
• on customer and consumer; calculation of the customer average revenues according to the
offer range and flow (acquisition, churn, migration).
• for customers; purchase behavior
BI Data Management
Overview
The BI Data Management layer represents the modeling and universe of the data needed.
Functions
Data Architecture Management
The BI framework function for Developing and maintaining data architectures.
Data Procedures and Practices Management
The BI framework function for development and maintenance of the practices and
procedures dealing with data.

9.6.4 Data Management
Figure 79. 9.6.4 Data Management
Data Management
Overview
The Data Management (DM) architecture consumes data from sources and provides consistent
data to client applications via a shared set of web services and bulk data management
procedures.
Functions
DM Data Storage & Archival

Overview
DM Data Storage & Archival applications provides appropriate functionality to retain data for a
specified period of time for some business purpose.
Functions
Data Management Data Archiving
The Data Management framework function for Data archiving
Data Management Data Storage
The Data Management framework function for Data Storage
DM Access & Transformation

Overview
The Data Access & Transformation Layer (DATL) provides access, retrieval and transformation
services to extract enterprise data from multiple Target Databases.
Functions
Data Management Access Service
Data Management Access services to extract enterprise data from multiple Target
Databases.
Data Management Retrieval Services
Data Management Retrieval Services to extract enterprise data from multiple Target
Databases.
Data Management Transformation Services
Data Management Transformation Services to extract enterprise data from multiple
Target Databases, and mapping the data into the enterprise data model.
DM Data Integration & Context

Overview
The DM Data Integration & Context Layer provides data mgmt. services to “enable” scale to
access enterprise data. The DM Data Integration & Context Layer provides data aggregation,
normalization.
Functions
Data Management Services for Aggregation and Normalization
The DM Data Integration & Context Services provides data management services to do
Data Modeling and provide data aggregation and normalization.
Data Management Services for Data Dictionary and SOA creation
The DM Data Integration & Context Services provides data management services to
provide Data dictionary with Meta data
and possibility for SOA creation.
DM Data Presentation & Distribution

Overview
DM Data Presentation & Distribution (incl. framework) - Main goal of data is to turn into
information and to turn information into action. Hence Data should be presented in a meaningful
way.
Functions
Data Management Data Integration
DM Data Integration functionality supports Various access methods of retrieving or
consuming data
Data Management Data Presentation & Distribution

DM Data Presentation & Distribution functionality supports Presentation & distribution of

structured & unstructured data.

9.6.5 Content Management
Figure 80. 9.6.5 Content Management
Content Management
Overview
Content management, or CM, is the set of processes and technologies that support the
collection, managing, and publishing of information in any form or medium. (From Wikipedia)
Functions
Content Management Archival tools
Business Intelligence Content Artefact Lifecycle Management keeps track of the aging of
the Business Intelligence information and artefacts. All information has a best-before date that
differs from context to context, but to use the data in a relevant way there might be cleanup
functions or warning functions for outdated data.
Content Management Data Repository
Business Intelligence Content Artefact Version Control manage the official versioning of
BI material that needs to be formally version controlled because of e.g. quality or legal reasons.
Content Management Federation tools
Business Intelligence Support of Master Data changes and history to be combined with
other BI data for reports etc.
Content Management Support for O&M
BI Metadata Management specifies the
> Technical Metadata that describes the physical objects like Tables, fields, indexes, sources,
transformations etc.
> Business Metadata that describes the content's facts, dimensions, Logical relationships etc.
> Process Metadata describes the operations executed on the BI warehouse data and the
results.
CM Repository & Archival

Overview
CM Repository & Archival – database repository for content storage, archival tools for
preserving versions of content and managing lineage. Support for federation, backup, recovery,
and other OA&M functions.
Functions
CM Authoring and Compilation

Overview
CM Authoring and Compilation – authoring tools used to collaboratively create or enhance
content and implement it via a review and testing process, compilation tools used to compile
content into physical formats needed for on-line tools that support work center personnel by
serving content as part of a scripted dialog with a customer. Content may be enriched with
meta-tags to associate content based on content of call and template.
Example, caller is Mrs. Jones and is calling about the account she provided and that account
has inventory. Script is “Good morning [caller], I see your account [account provided by caller]
has [list if inventory] services. How may I help you?”
Functions
Content Management Authoring Tool
Content Management Authoring Tool is used to collaboratively create or enhance
content and implement it via a review and testing process
Content Management Compilation Tool
Content Management Compilation Tool is used to compile content into physical formats
needed for on-line tools that support work center personnel by serving content as part of a
scripted dialog with a customer.
CM Distribution & Acquisition

Overview
CM Distribution & Acquisition are tools for acquiring content or migrating content to/from
repositories. These tools are for dynamically or statically distributing content to users or other
applications. The tools integrate with security, pub/sub brokers, application APIs and traditional
interfaces.
Functions
Content Management Acquisition Tool
CM Acquisition Tool for acquiring content or migrating content to/from repositories
through integration with security, pub/sub brokers, application APIs and traditional interfaces.
Content Management Distribution Tools
Content Management Distribution Tools for dynamically or statically distributing content

to users or other applications. The tools integrate with security, pub/sub brokers, application
APIs and traditional interfaces.
CM Portal & Discovery

Overview
CM Portal & Discovery – portal technologies supported and implemented to provide access to
the content by people or systems. Discovery services used to search through content and find
specific instances based on a particular context or search parameter
Functions
Content Management Portal Search Function
Content Management Portal Search Function includes Search engines with Filters etc.
These Discovery services are used to search through content and find specific instances based
on a particular context or search parameter
Content Management Portal Service
CM Portal functionality includes portal technologies, supported and implemented to
provide access to the content by people or systems.

9.9 Administrative Services
Figure 81. 9.9 Administrative Services
Administrative Services
Overview
as procurement, contracting, public law and related activities. Record Retention management
assure compliance with federal and state laws, legal requirements or expectations, enterprise
policies and procedures for the management of data and information related to the enterprise's
operation. Advertising Administrative Services are primarily dealing with the enterprise's
common advertising needs like Corporate advertising (that is more public relations than sales
promotion) and Recruitment advertising.
Functions
Legal
Overview
as procurement, contracting, public law and related activities.
Functions
Legal Assistance Support
Administrative Legal Assistance Support function provides administrative system support
for the Administrative Legal Services dealing with assistance and advice on issues such as
procurement, contracting, public law and related activities.
Records Retention Management


Overview
Record Retention Management assure compliance with the retention aspects of federal and
state laws, legal requirements or expectations, enterprise policies and procedures for the
management of data and information.
Functions
Record Retention Management
Record Retention Management of data and information monitor and assures compliance
with the retention aspects of federal and state laws,
legal requirements and expectations as well as the enterprise policies and procedures.
Advertising
Overview
Advertising Administrative Services are primarily dealing with the enterprise's common
advertising needs like Corporate advertising (that is more public relations than sales promotion)
and Recruitment advertising.
Functions
Administrative Advertising
Corporate advertising supporting systems for advertising that is more public relations
than sales promotion, including e.g. recruitment advertising. The supporting systems can
include Advertising channels e.g. Internet, social media and mass media.
Project Management
Overview
Project Management Tools application for resource and time planning, follow up of resource and
time utilization and reporting of project progress and follow up results.
Functions
Project Followup
Project Management Tool project resource, time and budget utilization follow.
Project Planning
Project Management Tool for project resource, time and budget planning
Project Reporting
Project Management Tool for reporting of project progress and follow up results.
Transportation & Travel Service


Overview
Online Reservations and Agent-Assisted Bookings providing a robust online booking tool.
Transportation Management function that provide planning of materials to be shipped to and
from different locations.
Functions
Online Travel Booking Tool
Online Reservations provided by a robust online booking tool.

9.10 Supply Chain Management
Figure 82. 9.10 Supply Chain Management
Supply Chain Management

Overview
Supply Chain Management provides the necessary functionality to support the planning of
needed materials and services, procurement of these materials and services, stocking and
shipping preparation, and transportation to their final destination.
Functions
Supply Chain Planning

Overview
Supply Chain Planning provides the necessary functionality to plan materials and services
which will be required by the business for both customer orders and internal needs.
Functions
Supply Demand Planning
Demand planning and forecasting, including coordinating the demand forecast of all
marketing plans and requisitions, and sharing the forecast with all suppliers
Supply Sourcing Planning
Sourcing planning, including current inventory and forecast demand, in collaboration with
all suppliers

Procurement
Overview
Procurement Management provides the necessary functionality to manage the requisitions for
material and placing the orders with the contracted supplier/partner. This includes orders placed
in conjunction with a customer order as well as orders placed as part of service provider
expansions of product, service, or network. A Supplier/Partner Order can also include a simple
transaction with a supplier/partner concerning an application purchased via a product catalog,
and the app is delivered.
Functions
Procurement Order Monitoring and Payment
Requisition and order monitoring including Ensuring supplier payment
Procurement Requisition & Order Management
Manage the requisitions for material and placing the orders with the contracted
supplier/partner
Transportation Management
Overview
Transportation Management applications provide workflow and orchestration for the planning of
materials to be shipped to and from storage locations. This is done in conjunction with both the
suppliers and the Logistics fulfillment process in order to optimize the utilization of internal and
3rd party carriers.
Functions
Transportation Management
Transportation Management function that provide workflow and orchestration for the
planning of materials to be shipped to and from different locations.
Logistics Management
Overview
Logistics Management is integral to the supply chain and provides the necessary functionality to
manage receipt of fulfillment orders, inventory control choices, and packing requirements.
Logistics also manages inbound shipments, outbound shipments and communication between
suppliers.as well as involves overseeing the key links in the supply chain, such as shipping
decisions, inventory control choices and packing requirements.
Functions
Stored material management

Logistics Management functionality for Put-away of materials to targeted storage

locations and Picking of materials to fulfill orders
including Staging and assembly of materials as required
Supplied materials reception
Logistics Management functionality for Receipt of materials from suppliers
Supply Chain Order Tracking Management

Overview
Supply Chain Order Tracking Management provides the necessary functionality to track the
movement of shipments from point of origin through cross-docks, and to the final destination.
Functions
Supply Chain Order and shipment Tracking
Supply Chain Order and Shipment Tracking provides the necessary functionality to track
the movement of shipments from point of origin through cross-docks, and to the final
destination.

10. Integration Infrastructure
Figure 83. 10. Integration Infrastructure
Enterprise Application Integration

Overview
Enterprise Application Integration (EAI) is a business computing term for the plans, methods,
and tools aimed at modernizing, consolidating, and coordinating the applications in an
enterprise. EAI technology allows this integration to be done using techniques that leverage the
architecture. Using these concepts, applications send or receive events / messages to or from
other components or send or receive notifications. Such architecture provides greater degrees
of freedom. For example, components can be replaced by new ones more easily as they have
the same interface. It is also easier to plug-in a new component that will use the services
already available. EAI includes:
• transport of data between applications
• data format translations
• implementation, at EAI level, of enhanced enterprise level objects
The following are two example solutions that can be found in the EAI sub-domain:
• Managed File Transfer, referring to software for moving data, overcoming the limitations
found in conventional FTP (e.g. support to multiple protocols, automation, security, auditability,
monitoring, etc.).
• Cache and Distributed Caching, which goals are to provide performance and scalability to
applications.
In the following sections, we start with a description of the analysis methodology and guidelines
that are used in this section for the EA Integration of the focused applications. Use of this
analysis methodology should reduce making inappropriate decisions based on expected
capabilities associated with such architectures.
It must also be noted that Enterprise Integration is generally implemented in a number of
successive phases. This is particularly true when few existing applications are already efficiently
integrated together. It is recommended that the first phases usually consist in the integration of

new features and new applications and that in further phases it can be envisaged to enhance
the integration of the existing applications.
Functions
Event/Message Caching
Enterprise Application Integration function for Caching and Distributed Caching, of
events and messages to provide performance and scalability to applications.
Integration data format translation
Enterprise Application Integration data format translation function
Integration data transporting
Enterprise Application Integration function for transport of data between applications
overcoming possible differences in integration interfaces.
Managed File Transfer
Enterprise Application Integration Software function for moving data, with support to
multiple protocols, automation, security, auditability, monitoring, etc.
Business Process Management & Workflow

Overview
Business Process Management (BPM) is the evolution of earlier concepts called workflow
management (also known as Process Flow Management). As operators understand the need to
introduce much greater flexibility and day-day change into their business processes, BPM and
workflow management techniques, pioneered in manufacturing industry, are becoming more
and more visible in the communications industry.
Business flexibility is crucial for an operator as well as high levels of automation of its
processes, not just of basic process flows but of complex and exception handling areas. One of
the cardinal principles of Frameworx is to allow this by abstraction of business processes from
application logic. The emergence of N-tier computing and component-oriented environments
(such as COM and J2EE) allow for this principle in the same manner that the emergence of
SQL and the two-tier client/server architecture enabled the abstraction of data management
from application code. By separating business process management as an independent
function, applications can be designed around existing processes, and thus to take advantage
of shared business logic rather than reinventing and recoding it for each application. There are
considerable benefits to an operator in adopting this type of approach and would include:
Reduced costs Staff savings Cash flow improvement Better customer perception Faster and
more flexible response to implement new processes or amend existing ones to accommodate
new products / services to understand how BPM fits with an operator and its infrastructure, it is
helpful to examine the individual components of BPM. While commercial implementations vary
in their specific definitions and software composition, most fit within the basic framework
described below. Note that although some systems offer the ability to automate activities and
define business rules, those that lack the fundamental components below cannot realistically be
used as a BPM system. A BPM system is defined by the components of: Execution Engine
Process Designer, Process Definitions Activity Monitor User interface which may be a
combination of a Windows client application, HTML based Work Portal, or an exposed API or
Web Service The majority of BPM systems on the market today are component-oriented and
allow each of the individual pieces listed above to be deployed independently on individual
servers. Individual business processes are defined by the process owner in a Process
Definition, (increasingly expressed in a standard language such as UML or some variation of
XML). Each Process Definition may be composed of both manual activities and automated
activities. Once defined and validated within the Process Designer, processes are instantiated
by an Execution Engine. The Activity Monitor provides access to status and performance
metrics on the execution of processes. End-to-end process ‘orchestration ‘It is unlikely that the
implementation of a Frameworx based ‘lean’ migration program will be a ‘big bang’ type of
approach implementing all new systems. Therefore, the Enterprise Integration Framework will
need to integrate end-to-end processes across various ‘islands of automation’ ranging from
existing legacy systems to new commercial-off-the-shelf technology. This approach is
sometimes called ‘orchestration’ in process. An orchestration-based approach offers the ability
to manage processes of greater complexity, (such as complex business service provisioning
etc.) with far more efficiency than is otherwise possible with alternative approaches. The key to
this is a modular approach to managing business rules, relationships, and activities. Within a
simple workflow automation paradigm, processes are defined “end-to-end” with all possible
paths (or more commonly a single path) pre-determined. Thus ‘Step 5’ always follows ‘Step 4’
and precedes ‘Step 6’ even if different instances of an otherwise standard process may require
a different sequence. Orchestration allows for the sequencing of steps to be determined during
the “run-time” instance of a process, with paths determined by evolving context resulting from
each new step. Thus, the potential number of paths and outcomes may otherwise be too
complex to define in terms of pre-determined “If-Then-Else” rules, but may be easily resolved
through human interaction and decision-making. This highlights the key architectural difference
between automation and orchestration. Given the inherent complexity and constant changes
within an operator’s business environment, effectively managing processes requires the agility
to shift with changes in context, rather than always being bound to the same scripted flow. This
requires the unique ability to define processes as a set of atomic, goal-based activities with the
enforcement of basic parameters (e.g., time limits, data variables), while separating the
execution logic activities from the higher-level process definition. Process orchestration is not
limited to invoking software, but rather represents a shift from task-based to goal-oriented
process definition. Web services and other forms of software automation are utilized through
process orchestration, yet not to the exclusion of manual, human-driven activities.
Functions
BPM Activity Monitor
The Business Process Manager Activity Monitor provides access to status and
performance metrics on the execution of processes.
BPM execution engine
Business Process Management process execution engine initiates processes and
sequences of process steps, work items and work lists of workflows in an automated way.
BPM Process Designer
The Business Process Manager Process Design function is used for individual business
process definition by the process owner, (increasingly expressed in a standard language such
as UML or some variation of XML). Each Process Definition may be composed of both manual
activities and automated activities.
API Management

Overview
“APIBroker”, “APIGateway” or simply, “APIRuntime”
High-performance, scalable, and low latency engine capable of mediating HTTP requests
between API consumers and service enablers;
Cache: Although completely optional to use, many times it is desirable or required to configure
caching at the broker level for specific service enabler operation responses. By caching those
responses, the broker can improve its responsiveness by reducing the number of requests to an
underlying service enabler to whenever its responses are not already cached.
Mediation of high throughput of HTTP requests between API consumers and services;
Awareness and support of Web protocols semantics (MIME types, HTTP Authorization and
Caching headers, etc.);
Header transform: modifications of header names and/or header information (e.g., service
enabler-specific header to IANA-based header)
Support of Data Format, Data Model transformations and Protocol Bridging between most or all
common Web standards (WS-*,SOAP,XML, REST, JSON, etc.);
Parameter transform: modifications of parameter names and/or parameter values

Method transform: modifications of the method specified in API request (e.g., POST to
DELETE)
Error information transform: modifications of error information in the body part of API response
Status code transform: modifications of status code in the API response (e.g., 302 “Found” to
303 “See Other”)
Information masking: filtering some information in the API response based on query parameters
in API request or based on API provider’s policy
Abstraction: conceptually transformations of the meanings of parameters or decrease of the
number of request parameters
Protocol transform: transformations of protocol to send API requests/responses (e.g., SOAP to
REST)
Mash-up (Composition): assembling a new API with existing APIs provided by service enabler.
Content-based routing, fail-over, load balancing, and broadcasting of requests;
Route: The broker Route task is the most commonly used task in a broker. A service enabler
consumer issues a request to a given service; the broker Route task is responsible for
forwarding that request to its underlying service enabler. Beyond the basic behavior of routing,
the Route task should allow the parameterization of request timeout, HTTP keep alive
connection, HTTP basic or digest authentication, URL decode, HTTP X-Forwarded-
For/Host/Server, HTTP referrer, exception shielding configuration, HTTP status code, content
based routing by regular expressions or xPath, etc.
Support of standard authentication and authorization protocols (WS-Federation, SAML, OAuth,
etc.), for both internal and external applications, API developers and users;
Validate: The broker Validate task ensures that only valid messages (according to their
contract’s schema) are routed to the remote host. This capability lowers dramatically the
number of malformed messages that are presented to a given service enabler, and by doing so
contributes to maximize the performance and scalability of that service enabler.
Policy, Charging; Rules Function: The Broker decision task makes it possible to have decision

trees within a workflow or policy evaluation, at any nesting level. This is the basis for many
possible micro-workflow related activities, making it possible to configure a decision point
structure where multiple options are present. The values tested in those options can be static or
dynamically retrieved at runtime from the broker runtime context or from any part of the currently
processed message.
Diagnose: The Broker Diagnose task dynamically updates underlying management systems
such as the Windows Management Instrumentation performance counters so that they can be
monitored and reported upon by the monitoring service.
Log: The broker Log task enables the logging of any request or response at any time during the
processing of a strategy. The task should be able to execute synchronously or asynchronously,
and target a designated file system path, database server, HTTP URL, or email address. If
configurable to run only for a specific request or response message of a specific user (or user
role) the task can be targeted to a specific operation of a specific service enabler. These
granularities together with the possibility to deliver the log information in different channels offer
great flexibility for both operation and debug scenarios.
CDR: creation of Call Detail Record for calculating API usage fee.
Traffic Control: The broker limits the access from the valid service consumers based on the
contract with service consumers or service enablers or based on the conditions of API broker
itself or service enablers.
Flow control (Inbound): access limitations based on the contract between API provider and
application developers (e.g., throughput/quota/concurrent connections limit)
Flow control (Outbound): access limitation based on the contract between API provider and
service enablers or the conditions of service enablers (e.g., throughput/quota/concurrent
connections limit)
Application Management: managing account information for recognizing applications (e.g., API
key/OAuth2.0’s client_id, client_secret) and application developers.
Data Encryption Key Management: managing data encryption keys to encrypt data in a case of
sending sensitive data through API.
Market or Store: In order to accomplish the task of commercial or business mediation, the
Broker can implement for itself or communicate to some other external marketplace / store
service. For example, the broker should be able to count and track requests for any given
request or response, and optionally cause the broker to refuse serving any more requests for a
specific user if a configured request limit per service consumer or if a configured time frame is
reached.
Protect: The broker Protect task may impose access restrictions to some service consumers, in
order to protect service enablers from abuse or undesired usage. Some common examples are
the configuration of an IP address range restriction or a limit to the maximum message size
accepted.
APILifecycle Management application
Supports the processes required for designing, developing, testing, deploying, operating,
reporting and retiring APIs;
APICatalog Management: a common database containing metadata related to:APIcreation
driven by project definition templates and configuration wizards,APIdependencies registry,
APIsearch, APIcontracts management, APIproxies and stubs code-generators, etc.;
Access control policies based on a Role-Based Access Control (RBAC) system that restrict
permissions for APIs creation and delivery, thus enabling different stakeholders experiences (for

example: Catalog Manager, Service Developer, Service Operator, Service Owner, Product
Manager, etc.);
Configuration of all APIRuntime behaviors (see previous component) using a model-driven
language or other type of DSL (Domain-Specific Language);
Real-time monitor and reportQoS(requests per second, exceptions, latency, etc.);
Developers Portal
Technical/commercial APICatalogue;
Easy to search and discover APIs;
APIdocumentation and code examples;
Distribution of API keys and data encryption keys;
Performance and usage reports;
Technical support (online, email, forums, etc.).
Functions
API Catalog Management
Application Programming Interface Catalog Management function is a
technical/commercial API Catalogue as an implementation of Catalog Management (11.1)
containing metadata related to: API creation driven by project definition templates and
configuration wizards, API dependencies registry, API search, API contracts management, API
proxies and stubs code-generators, etc.
API Developers Portal
Application Programming Interface Developers Portal function gives access to
> Technical/commercial API Catalogue with easy to search and discover APIs, and API
documentation and code examples. E.g. the "API Catalog Management" application.
> Performance and usage reports from the monitoring and logging functions
> Technical support (online, email, forums, etc.).
API Gateway Caching
The Application Programming Interface Gateway function (a.k.a.“API Broker”, “or simply,
“API Runtime”) caching function. By caching specific service enabler operation responses, the
broker can improve its responsiveness by reducing the number of requests to an underlying
service enabler to whenever its responses are not already cached.
API Gateway Policy Evaluation
Application Programming Interface Gateway Policy Evaluation function decision tasks
makes it possible to have decision trees within a workflow or policy evaluation, at any nesting
level. This is the basis for many possible micro-workflow related activities, making it possible to
configure a decision point structure where multiple options are present e.g. Charging,
Application Management (managing account information for recognizing applications and
application developers)
API Gateway Routing
Application Programming Interface Gateway Routing function performs content-based
routing, fail-over, load balancing, and broadcasting of requests.
The gateway can also validate to ensures that only valid messages (according to their contract’s
schema) are routed to the remote host (Inbound and Outbound flow control). This capability
lowers dramatically the number of malformed messages that are presented to a given service

enabler, and by doing so contributes to maximize the performance and scalability of that service
enabler.
API Lifecycle Management Access Control
Access control policies based on a Role-Based Access Control (RBAC) system that
restrict permissions for Create, Read, Update and Delete, thus enabling different stakeholders’
rights.
API Lifecycle Monitoring
Application Programming Interface Lifecycle Monitoring function supports real-time
monitoring and reporting QoS (requests per second, exceptions, latency, etc.);
API Lifecycle Operation
Application Programming Interface Lifecycle Operations function performs configuration
of all API Runtime behaviors (see previous component) using a model-driven language or other
type of DSL (Domain-Specific Language), and Real-time monitor and report QoS (requests per
second, exceptions, latency, etc.);

11. Cross Domain Applications
Figure 84. 11. Cross Domain Applications
Catalog Management
Overview
Catalog Management is a cross domain, multilayer application that operates as a master
repository for componentized entities of products, services and / or resources within one or
more domains of a service provider’s environment. Catalog Management includes the abilities
to create and design new entities, map entity definitions, manage complex rules, support
componentization of entities and manage their relationships and dependencies. Additional
aspects include versioning, change management, enhanced viewing, as well as editing and
tracking capabilities
Functions
Catalog Change management
Manage the implications of catalog changes to determine the consequences of any
given change. In addition, catalog users should be able to track and locate the history of
changes in the catalog in an easy and accessible manner.
Catalog Compatibility rules definition
Define rules on catalog operational entities which are applied by downstream systems
when instantiating the catalog entities in the operational systems. For example, when
instantiating products out of ProductSpec
Catalog Component relation management
Ability to manage hierarchical, inheritance and reuse relations between catalog
components. Re-usability is a major requirement for management of a catalog. Re-usability is
achieved through inheritance and through the re-use of standalone entities as well as entity
hierarchies
Catalog Componentization

Ability to group catalog entities. A catalog user needs flexibility and openness in
configuring data catalog entities. One of the configuration options that enable high re-usability is
the possibility to group entities and re-use the group level
Catalog Data driven Security
Control access to the catalog data by its actual values, so a user may not see offerings
in which the customer type (which is an attribute) is Business if he (the use) can see only
residential customers information.
Catalog Entity data implementation
The catalog will provide the capability to implement a flexible data model with the ability
to structure entities and attributes as desired by the user and to extend the model according to
the requirements.
Catalog Entity handling
A catalog management application should be able to create, modify and delete entities.
Catalog Entity state management
The ability to manage the state of an entity during its lifecycle (e.g. planned, deployed, in
operation, replaced by, locked…)
Catalog Entity Versioning
Manage multi-versions of the same entity is a very important aspect in a catalog.
The complexity starts with the ability to manage multiple versions for single entities, however in
real life it is required to support much more complex scenarios where entities relate to other
entities that have a different lifecycle and a different versions map, however the validity and
maintenance of the versions needs to be maintained
Catalog Inquiry handling
Catalog data requires easy storage and retrieval of information. Historical changes
should be stored and easily retrieved, including changes done on the entity level or changes
done by different users.
Retrieval process should return simple queries but also complex queries retrieving data entities
that comply with complex conditions, in order to enable easier analyzing and slicing of the
catalog data.
Catalog Integrity rules
Apply integrity rules at the catalog entity level. Rules are required to maintain data
integrity in the catalog. Human errors during product and service configuration cause major
problems in testing and production phases, and automatic mechanisms that can eliminate such
errors in advance are mandatory.
Catalog Inter layer aspects
Inter layer aspects of a catalog management application, including Inter layer
dependency-rules management; Manage rules that governs the relationships between entities
in different layers. A catalog that manages different layers needs to maintain the rules within the
layer and between the layers. For example, how product definition translate corresponds to
different services provisioning rules, and so on
Catalog Revision control

A catalog provides a work environment that permits users to work in parallel without
interfering with each other’s efforts, to manage the relevant permissions on the data or on
activity level, and to support the different user interfaces required.
Catalog View Management
Generating different views for users that manage different data layers. As a master
catalog can support multiple lines of business and multiple layers, it should be dynamic enough
to provide different display options for the different cases
For example, a network implementer may require a visual graph that will show relations
between services in a graphical manner, while a product manager will require a dedicated view
that displays only the product offerings that are under his domain of responsibility. Creating
different custom views for different roles is a mandatory requirement in such a catalog.
Partner catalog integration
Partner integration for both export and import of catalog entities
- Export to external partners: A Catalog Management application should include the ability to
allow partners (e.g. Content Providers, or other SPs) to browse in catalog in real time or batch
mode. Not all data shall be exposed; security and access control (as mentioned above) are
essentials features
- Import from external partners: External partners may want to populate catalogs with their own
(entities) specifications and be able to create associations with existing entities. Access control,
validation and testing must be set appropriately.
Fallout Management
Overview
Fallout Management applications manage the manual steps within an order flow. These steps
might be due to an error, an exception, or simply a planned manual step. Fallout can come from
order management applications within the customer, service, or resource layers after the
fallout/manual step is addressed, the order flow will presumably continue from that point within
the ordering flow.
Functions
Orchestration Management
Overview
Orchestration Management is a cross domain application for automated instantiation,
decomposition, coordination, and management in the area of deployment, activation and
infrastructure element updating. It fulfills the needs of orchestration when applied across one or
more business domains of a service provider’s environment. Task Work Item here is referred as
generic term which encompasses any work that Orchestration application is supposed to
perform.
Functions

Task Work Item Carry Through

Task Work Item Carry Through: Task Work Items will be of different nature and need
different actions to be carried through. The “Orchestration Manager” needs to have functions to
carry through a good variety of work items.
Task Work Item Decomposition
Task Work Item Decomposition: The Orchestration Manager will know the necessary
steps (workflow items) to be carried through.
Task Work Item Decomposition Configuration
Task Work Item Decomposition Configuration
Task Work Item Instantiation
Task Work Item Instantiation, lifecycle management.
Task Work Item Sequence Carry Through
Task Work Item Sequence Carry Through: To carry through the overall task the items of
the task need to be performed in a specific order. This application function will perform the
workflow according to configuration.
Task Work Item Sequence Carry Through configuration
Task Work Item Sequence Carry Through configuration.
Task Work Item Sequence Control
Task Work Item Sequence Control: To carry through the overall task the items of the
task need to be performed in a specific order. This application function will supervise the Task
Work Item Carry Through and report and take correcting actions if not performed according to
configuration
Task Work Item Sequence Control Configuration
Task Work Item Sequence Control Configuration

11.2 Fallout Management
Figure 85. 11.2 Fallout Management
Fallout Management
Overview
Fallout Management applications manage the manual steps within an order flow. These steps
might be due to an error, an exception, or simply a planned manual step. Fallout can come from
order management applications within the customer, service, or resource layers after the
fallout/manual step is addressed, the order flow will presumably continue from that point within
the ordering flow.
Functions
Fallout Auto Correction

Overview
Fallout Auto Correction applications attempt to fix order errors before they go to a human for
handling.
Functions
Fallout Auto Correction
Fallout Auto Correction function tries to automatically fix fallouts in workflows before they
go to a human for handling.
This includes a Fallout Rules Engine that provides the capability to handling various errors or
error types based on built rules. These rules can facilitate auto correction, correction assistance,
placement of errors in the appropriate queues for manual handling, as well as access to various
systems

Fallout Correction Assistance

Overview
Fallout Correction Assistance applications collects relevant information for errors or situations
that cannot be handled via Auto Correction.
Functions
Fallout Correction Assistance
Fallout Correction Assistance function collects relevant information for errors or
situations that cannot be handled via Fallout Auto Correction. The intent is to reduce the time
required by the technician in diagnosing and fixing the fallout.
Fallout Manual Correction Queue Handling

Overview
Fallout Manual Correction Queue Handling applications provides the required functionality to
place error fallout into appropriate queues to be handled via various staff or workgroups
assigned to handle or fix the various types of fallout that occurs during the fallout process.
Functions
Fallout Manual Correction Queue Handling
Fallout Manual Correction Queue Handling function provides the required functionality to
place error fallout into appropriate queues to be handled via various staff or workgroups
assigned to handle or fix the various types of fallout that occurs during the fulfillment process.
This includes the ability to create and configure queues, route errors to the appropriate queues,
as well as the ability for staff to access and address the various fallout instances within the
queues.
Fallout Technician Dashboard

Overview
Fallout Technician Dashboard applications provide staff the means to access to a variety of
tools and information to assist in the handling of order fallout.
Functions
Fallout dashboard auto logon capability
Auto logon capability into various applications needed to analyze and fix fallout
Fallout dashboard automatic information pre-population
Automatically position the analyst on appropriate screens pre-populated with information
about the order that's subject for fallout handling.

Fallout Reporting
Overview
Fallout Reporting applications provide fallout management specific reporting.
Functions
Fallout Reporting
Fallout Reporting provides various reports regarding Fallout Management, including
statistics on fallout per various times periods (per hour, week, month, etc.) as well as
information about specific fallout.
Fallout Notification
Overview
Fallout Notification applications provides the means to alert people or workgroups of some
fallout situation. Email, paging, rules for notification alert
Functions
Fallout Notification
Fallout Notification function provides the means to alert people or workgroups of some
fallout situation. This can be done via a number of means, including email, paging, (Fallout
management interface bus) etc. This function is done via business rules.
Fallout Rules Engine

Overview
The Fallout Rules Engine provides the capability to handling various errors or error types based
on built rules.
Functions
Fallout Rules Engine
The Fallout Rules Engine provides the capability to handling various errors or error types
based on built rules. These rules can facilitate auto correction, correction assistance, placement
of errors in the appropriate queues for manual handling, as well as access to various systems
via the Fallout Interface Bus.
Fallout Orchestration
Overview

Fallout Management Orchestration applications provide workflow and orchestration for the
Fallout Management area.
Functions
Fallout Orchestration
The Fallout Orchestration function provides workflow and orchestration capability across
Fallout Management.
Fallout Management Interface Bus

Overview
Fallout Interface Bus applications provides a variety of tools to facilitate Fallout Management
access to other applications and repositories to facilitate proper Fallout Management.
Functions
Fallout Management Interface Bus
Fallout Interface Bus function provides a variety of tools to facilitate Fallout Management
access to other applications and repositories to facilitate proper Fallout Management. This can
include various general access techniques such as messaging, publish and subscribe, etc. as
well as specific APIs and contracts to perform specific queries or updates to various applications
or repositories within the fulfillment domain.

Index
A/R Management 98 Center Administration 128, 132

Accounts Payable 240 Center Budget Management 135
Adjustments 104 Center Compliance & Training 133
Administrative Services 223, 265 Center Efficiency Tools 130
Advertising 266 Center Force & Queue Management 133
Affiliates 36 Center Productivity Management 132, 134
Anomaly Management 249 Center Quality Management 135
API Management 272 Center Time Management 135
Application Security 248 Channel Guidance and Data Capture 74
Asset Management 221, 243 Channel Infrastructure 137
Assign/Procure Network Resources 153 Channel Sales Management 25, 32
Auditing 237 Charge Calculation 120
Awards & Recognition 230 Charge Calculation and Balance Management 59,
Balance Management 121 120
Benefits Management 232 CM Authoring and Compilation 263
BI Analytics 258 CM Distribution & Acquisition 263
BI Data Management 259 CM Portal & Discovery 263
BI Delivery Mechanism 256 CM Repository & Archival 262
BI Performance Management 257 Collection 93
BI Reporting 257 Collection Management 58, 108
BI Supporting Applications 257 Collection Policy Definition and Configuration 108
Bill Calculation 58, 111 Collection Policy Execution and Monitoring 108
Bill Cycle Run Management 113 Collection Settlement 110
Bill Format / Render 58 Commitment Tracking 112
Bill Inquiry 103 Community Involvement 231
Billing Account Associations Management 106 Compensation & Results 25, 30
Billing Account Configuration Management 106 Compensation Results Reporting 30
Billing Account Management 58, 106 Contact Channel Management 129, 136
Billing Event Error Management 124 Content Management 254, 262
Billing Event Processing 123 Contract Generation 39
Billing Events Management 60, 123 Contract Implementation 39
Billing Inquiry, Dispute & Adjustment Management 57, Contract Management 26, 39
103 Contract Tracking & Storage 40
Building Access Management 251 Corporate Communications 231
Business Intelligence (BI) 254, 256 Corporate Real Estate 243, 245
Business Process Management & Workflow 271 Corporate Security 248, 251
Campaign & Funnel Management 26, 41 Corporate Tax 235
Campaign Analytics 43 Corporate Training 231
Campaign Design 43 Corporate Treasury 236
Campaign Execution & Refinement 44 CSR assurance 92
Campaign Management 41, 43 CSR Billing 92, 93
Campaign Performance Tracking 45 CSR fulfillment 91
Capability Specification Management 178 Customer & Network Care 60, 128
Capital Lease Management 234 Customer and Product Data Collection 74, 76
Case Archival 116 Customer Bill Charge Calculation 111
Case Correlation & Analysis 115 Customer Context Map Building 87
Case Definition and Configuration 114 Customer Credit Management 63
Case Management 59, 114 Customer Experience Monitoring 86
Case Reporting 116 Customer Hierarchy & Group Management 62
Case Tracking & Management 115 Customer Information Management 54, 62
Case Workflow 114 Customer Insight Management 56, 85
Cash Reconciliation & Escheatment 236 Customer Interaction Collection & Storage 63
Catalog Management 275 Customer Loyalty Balance Management 127
Center Activity Management 134 Customer Loyalty Management 60, 126

Customer Loyalty Prize Management 127 Enterprise Web Sites & Portals 253
Customer Operational Decisioning 88 Environmental Health & Safety Monitoring and
Customer Order Acceptance 71 Compliance Management 246
Customer Order Capture 76 Ethics & Compliance 229
Customer Order Enrichment 71 Fallout Auto Correction 278
Customer Order Establishment 68, 73 Fallout Correction Assistance 278
Customer Order Item Decomposition 78 Fallout Management 276, 278
Customer Order Lifecycle Management 70 Fallout Management Interface Bus 280
Customer Order Management 54, 68 Fallout Manual Correction Queue Handling 279
Customer Order Orchestration 69 Fallout Notification 279
Customer Order Orchestration Plan Creation 79 Fallout Orchestration 280
Customer Order Rules Management 71 Fallout Reporting 279
Customer Order Tracking & Management 70 Fallout Rules Engine 280
Customer Order Validation 69, 75 Fallout Technician Dashboard 279
Customer Order Work Item Decomposition 79 Fault Correction & Restoration 198
Customer Order Workflow Management 72, 78 Fault Correlation & Root Cause Analysis 197
Customer Problem Diagnostics 96 Fault Management 172, 197
Customer Problem Lifecycle Management 96 Fault Reporting & Analytics 198
Customer Problem Management 57, 95 Fault Surveillance 197
Customer Problem Qualification & Reception 95 Financial Business Unit Reporting 235
Customer Problem Reporting 97 Financial Controls, Editing, & Reference Data 240
Customer Problem Resolution 96 Financial Core Operations 233, 239
Customer Problem Verification & Closure 97 Financial Core Operations Reporting 234
Customer Profile Management 63 Financial Management 221, 233
Customer Profiling 85 Financial Reporting 100
Customer Program Management 126 Fixed Assets 241
Customer Recommended Action 88 Fleet Management 244
Customer Satisfaction Validation 85 Fraud Management 222
Customer Self Empowered Assurance 83 Funnel/Workflow Management 41
Customer Self Empowered Billing 83 General Ledger 239
Customer Self Empowered Fulfillment 81 General Ledger Account Reconciliation 237
Customer Self Management 55, 80 Governmental & Regulatory Tracking & Reporting 228
Customer Service Representative Toolbox 56, 90 HR Management 221, 227
Customer SLA Analysis 118 Implementation Planning 177
Customer SLA Collection 117 Indirect Sales Portals 37
Customer SLA Issue Reception 117 Internal Sales Portals 37
Customer SLA Management 59, 117 Invoice Generation 113
Customer SLA Reporting 119 Jeopardy Management 193
Customer SLA Violation Management 118 Journalization 99
Customer Subscription Management 64 Knowledge Management 222, 253
Customer/Internal Collaboration/Chat 137 Labor Relations 231
Customer/Prospect Data Acquisition 49 Lawful Interception 249
Damage Claims Management 243 Lead Generation & Management 44
Data Management 254, 260 Legal 265
Dealers 34 Location Management 173
Design Solution 153 Logistics Management 268
Determine Access Provider 158 Network Number Inventory Management 206
Determine Delivery Interval 158 Network Number Management 173, 206
Direct Sales Force 32 Number Portability 207, 208
Discounts Calculation 112 Number Portability Orchestration 208
Dispute Management 104 Number Portability Policy Management 208
DM Access & Transformation 260 Number Portability Risk & Effectiveness Management
DM Data Integration & Context 261 209
DM Data Presentation & Distribution 261 Number Portability Validation 209
DM Data Storage & Archival 260 Offer Configuration 77
Document Archiving 66 Offer Management 47
Document Delivery 66 Offering Availability 75
Employee Expense Reimbursement 233 Off-Line Contact Channel Management 137
Employee Identification Management 251 Operations Portal 130
Employee Records Management 229 Orchestration Management 277
Enterprise Application Integration 270

OSS Inventory/Data Synchronization Management Resource Order Orchestration 180, 183

190 Resource Order Publication 181
Patent, Invention & Trademark Management 253 Resource Order Tracking & Management 183
Payment 94 Resource Performance Analysis 196
Payment Interface Management 101 Resource Performance Management 172, 195
Payment Management 100, 101 Resource Performance Monitoring 195
Payment Settlement 102 Resource Performance Reporting 196
Payment Validation & Authorization 101 Resource Process Management (Workflow/
Payroll Management 227 Integration) 171, 192
Performance Management & Feedback 228 Resource Service Order Validation 180, 185
PKI and Digital Certificates 250 Resource Test Command and Control 200
Planning Design Automation 178 Resource Test Lifecycle Management 200
Price Optimization 47 Resource Test Management 172, 199
Privacy Consent 140 Resource Test Services 201
Privacy Dashboard 60, 139 Resource Test Strategy and Policy Management 199
Privacy Data Exposure 140 Retail Outlets 34
Privacy Profile Type Creation 139 Revenue Assurance Management 221, 224
Procure Access 154 Role-Based Portal 128, 130
Procure CPE 154 Salary Planning 230
Procurement 267 Sales & Marketing Reporting 27
Product Catalog Management 51 Sales Account Assignment 49
Product Lifecycle Management 52 Sales Account Management 27, 49
Product Performance Management 52 Sales Account Planning 50
Product Strategy / Proposition Management 51 Sales Aids 25, 28
Product/Service Order Decomposition 151 Sales Compensation 30
Project Accounting 241 Sales Job Aids 28
Project Management 266 Sales Negotiation 48
Proposal Management 47 Sales Portals 26, 37
RA Analysis 226 Sales Product Support 29
RA Control and Configuration 224 Security Management 222, 248
RA Correction & Recovery Initiation 226 Service Activation Management 149
RA Monitoring 225 Service Address Validation 157
RA Reporting 226 Service Assurance Control 143
RA Tracking & Management 224 Service Availability 156, 157
Real Estate Asset Capital Planning 246 Service Availability Validation 157
Real Estate Capital Construction Management 247 Service Capability Orchestration 143
Real Estate Facility Operations Management 245 Service Catalog Management 141
Real Estate Property & Building Portfolio and Lease Service Configuration Management 149
Management 245 Service Data Collection 155
Receivables Management 57, 98 Service Design/Assign 148, 153
Records Retention Management 265 Service Inventory Management 141, 145
Recruitment & Staffing 229 Service Inventory Reconciliation / Synchronization
Regulatory & Compliance Management 223 146
Regulatory Accounting 237 Service Order Establishment 150, 155
Resource Activation 190 Service Order Management 142, 148
Resource Availability 186 Service Order Orchestration 148, 151
Resource Capability Orchestration 174 Service Order Publication 150
Resource Catalog Management 175 Service Order Tracking & Management 151
Resource Change Management 192 Service Order Validation 155
Resource Commissioning & Configuration Service Performance Analysis 163
Management 176 Service Performance Management 142, 162
Resource Design / Assign 181, 186 Service Performance Monitoring 162
Resource Discovery 189 Service Performance Reporting 163
Resource Domain Management 171, 189 Service Problem Analysis 160
Resource Fault & Performance Data Mediation 190 Service Problem Correction & Resolution 160
Resource Inventory Management 169 Service Problem Management 142, 159
Resource Lifecycle Management 169, 176 Service Problem Model Establishment 161
Resource Logistics 193 Service Problem Monitoring 159
Resource Order Configuration Management 187 Service Problem Reception 159
Resource Order Data Collection 185 Service Problem Reporting 161
Resource Order Management 170, 180 Service Problem Tracking & Management 161

Service Quality Analysis 168 Supplier/Partner Settlements 220

Service Quality Collection & Monitoring 167 Supplier/Partner Workflow 217
Service Quality Management 143, 167 Supply Chain Management 223, 267
Service Quality Model Establishment 167 Supply Chain Order Tracking Management 268
Service Quality Reporting 168 Supply Chain Planning 267
Service Termination Points Determination 158 Tactical Planning 177
Service Test Command and Control 165 Tax Calculation 112
Service Test Lifecycle Management 165 Telesales 33
Service Test Management 142, 164 Time Reporting & Attendance Management 228
Service Test Services 165 Transactional Document Formatter 65
Service Test Strategy and Policy Management 164 Transactional Document Generator 66
Service-Resource Inventory 146 Transactional Document Production 54, 65
Solution Design 46 Transportation & Travel Service 266
Solution Management 26, 46 Transportation Management 268
Solution Pricing 47 Usage Event Error Management 211
Solution Requirements Capture 48 Usage Event Processing 210
Space Planning 246 Usage Management 173, 210
Spares & Warehouse Inventory Management 178 Virtual Network Operators (Dealers) 35
Strategic Planning 179 Voice Channel Contact 137
Supplier/Partner Assurance Management 216 Voucher Management 171
Supplier/Partner Data Collection 219 Vulnerability Management 249
Supplier/Partner Invoice Reconciliation 219 Wholesale / Interconnect Billing 213
Supplier/Partner Management 213, 215 Work Order Analysis 202
Supplier/Partner Order Management 216 Work Order Assignment & Dispatch 203
Supplier/Partner Portal 218 Work Order Tracking & Management 203
Supplier/Partner Product Lifecycle Management 217 Workforce Configuration and Setup 204
Supplier/Partner Reconciliation Management 217, Workforce Management 172, 202
219 Workforce Management Reporting 204
Supplier/Partner Relationship Management 215 Workforce Schedule Management 202
Supplier/Partner Reporting 217

12. Administrative Appendix
This Appendix provides additional background material about the TM Forum and this document.

About this document

This is a TM Forum Guidebook. The guidebook format is used when:
The document lays out a ‘core’ part of TM Forum’s approach to automating business processes.

Document Life Cycle

The TMF Applications Framework is being issued as Team Draft Version. It can be considered valid
until released for Member Evaluation. The purpose of an Evaluation Version is to encourage input
based on experience of members and the public as they begin to use the document. Following the
Evaluation Period, documents that are seen to deliver value are candidates for formal approval by the
TM Forum. All documents approved by the TM Forum undergo a formal review and approval process.
This document will continue under formal change control. Supporting work will be issued as
companions to this document. A document of this type is a “living document,” capturing and
communicating current knowledge and practices. Further inputs will be made because of detailed
work ongoing in the TM Forum and the industry.

Document History
Version History
Version Date Modified Modified by: Description of changes

Number
3.0 June 2008 TAM Team Restructuring the Market/Sales,

Customer, Service and resource
domains
3.1 June 2008 A Chalmers Format changes
3.2 July 2008 T.O’Sullivan Minor corrections.
3.3 March 2009 Piyush Sarwal Post Release 3.0 Member

Evaluation fix release.
3.4 March 31st 2009 Tina O’Sullivan Minor edits prior to posting.
3.5 17 June 2009 Alicja Kawecki Minor updates to reflect TM

Forum Approved status
3.6 July 2009 Deena Freed Made bug fix updates to TAM
model and converted into
document format.
3.7 17th Aug 2009 Piyush Sarwal Re-entered sections which were
removed in the conversion
process
3.8 20-Aug-09 Tina O’Sullivan Corrected template items which

got distorted in conversion
process.
3.9 3-Sep-09 Piyush Sarwal Corrected errors from auto

generate
4.0 June 12, 2010 Piyush Sarwal Edit version of the auto
generated document
4.1 June 22, 2010 Alicja Kawecki Updated Notice, added footer,
made minor cosmetic corrections,
processed for web posting and
ME
4.2 April 2011 Application Submitted for Approval

Framework
Team
4.3 May 2011 Alicja Kawecki Updated Notice, corrected

header and footer, made minor

Number
cosmetic corrections for web
posting and ME
4.4 July 2011 Piyush Sarwal Revised to address CR raised

during Member Evaluation
4.5 September 2011 Alicja Kawecki Updated to reflect TM Forum

Approved status
4.6 February 2012 Piyush Sarwal Updated for Fx R12.0
4.7 April 2012 Alicja Kawecki Updated Notice, minor formatting

and cosmetic corrections prior to
web posting and Member
Evaluation
14.5.0 November 2014 Avi Talmor Updated two process names,

main diagram, and version
information.
14.5.1 March 2015 Alicja Kawecki Updated cover, header, footer

and Notice to reflect TM Forum
Approved status
15.5 November 2015 Avi Talmor Added new content
16.0 June 2016 Avi Talmor Added new content
17.0 June 2017 Avi Talmor Changed the structure of the doc
so that Functions are now the
Associated Function objects form
Framework Faction
17.0.1 30 June 2017 Alicja Kawecki Applied rebranding and minor

cosmetic edits prior to publication for
Fx17
17.0.2 14 November 2017 Adrienne Updated to reflect TM Forum

Walcott Approved Status
17.5.0 December 2017 Avi Talmor Updated two process names,

main diagram, and version
information.
17.5.1 12-Jan-2018 Adrienne Formatting/style edits prior to

Walcott publishing


Number
17.5.2 23-Apr-2018 Adrienne Updated to reflect TM Forum

Walcott Approved Status
Release History
Release Date Modified Modified by: Description of changes

Number
1.0 May, 2005 TAM team Initial release
2.1 April 10, 2007 TAM Team Updated document to include short
description and other minor changes
3.0 July 3, 2008 TAM Team Review comments and other

corrections post Member Evaluation of
Release 3.0.
3.1 March 2009 TAM Team Review comments and other

corrections post Member Evaluation of
Release 3.1.
3.2 Sept 2009 Application Review comments and other

Framework corrections post Member Evaluation of
Team Release 3.2.
4.0 June 2010 Application • Addition of Cross Domain

Framework Section
Team
• New Contribution to Catalog
Management, Customer
Problem Management,
Service Test Management,
Resource Test Management,
Service Performance
Management, Resource
Performance Management,
Fault Management, Case
Management, Fallout
Management, and a number
of updates to the Enterprise
domain.
• Definition updates also
occurred to Customer
Information Management,
Service Inventory, Service


Number
Order Management, and
Resource Order Management,
4.5 April 2011 Application • Combines SLA function into a

Framework single application (function
Team was split across Service and
Customer Layer
• Introduces Combined
Charging Function
• Improves Catalog
Management section
• Improves Workforce
Management section
• Improves Service Quality
Management
5.0 / March 2012 Application • Bill Calculation text was updated,

Frameworx Framework Tax Applying was renamed Tax
12.0 Team Calculation, and Invoice Generation
(L3) was added
• Receivables Management text was
updated (all L2s associated with
Receivables Management) and
Payment Management was added
as an additional L2 with L3s.
• Voucher Management definition
updated.
• Billing Events L1 with L2s was added
• Usage Management L1 with L2s was
added, replacing Realtime Billing
Mediation and Billing Data
Mediation.
• Location Management L1 added.
• Network Number Inventory
Management L1 added.
Sales & Marketing domain major
updates and restructure.
12.5 October 2012 Application • Customer Information Management

Frameworx
Team • Customer Loyalty Management
• Removal of Customer Contact,
Retention & Loyalty
• Revenue Assurance Management


Number
• Sales & Marketing Updates (some
text changes - no diagram or object
level changes).
13.0 •
13.5 •
14.5.0 November 2014 Avi Talmor • Updated two process names, main
diagram, and version information.
15.5 November 2015 Avi Talmor • New content
16.0 June 2016 Avi Talmor Added new content
17.0 June 2017 Avi Talmor Changed the structure of the doc so
that Functions are now the Associated
Function objects form Framework
Faction
17.0 30 June 2017 Alicja Kawecki Applied rebranding and minor cosmetic
edits prior to publication for Fx17
17.0.1
14 November Adrienne Updated to reflect TM Forum Approved
2017 Walcott Status
17.5.0
December 2017 Avi Talmor Updated two process names, main
diagram, and version information.
17.5.1 23-Apr-2018 Adrienne Updated to reflect TM Forum Approved

Walcott Status

Acknowledgments
This document draws liberally from the Business Process Framework – TMF GB921. Thanks are given
to the many authors and contributors of this document.

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TM Forum 2018. All Rights Reserved

Copyright © TM Forum 2018. All Rights Reserved.

© TM Forum 2018. All Rights Reserved. Page 2 of 338

Administrator. TM FORUM makes no representation that any information or list of intellectual

Direct inquiries to the TM Forum office:

4 Century Drive, Suite 100

© TM Forum 2018. All Rights Reserved. Page 3 of 338

Contract Implementation ....................................................................................................................................... 42

© TM Forum 2018. All Rights Reserved. Page 5 of 338

Customer Problem Management .......................................................................................................................... 62

© TM Forum 2018. All Rights Reserved. Page 6 of 338

Customer Order Establishment ............................................................................................................................. 80

© TM Forum 2018. All Rights Reserved. Page 7 of 338

Customer Problem Lifecycle Management ......................................................................................................... 108

© TM Forum 2018. All Rights Reserved. Page 8 of 338

Case Management.............................................................................................................................................. 131

© TM Forum 2018. All Rights Reserved. Page 9 of 338

Center Compliance & Training ............................................................................................................................ 153

© TM Forum 2018. All Rights Reserved. Page 10 of 338

Service Order Publication ................................................................................................................................... 174

© TM Forum 2018. All Rights Reserved. Page 11 of 338

Service Test Management .................................................................................................................................. 191

© TM Forum 2018. All Rights Reserved. Page 12 of 338

Resource Service Order Validation ..................................................................................................................... 212

© TM Forum 2018. All Rights Reserved. Page 13 of 338

Resource Test Command and Control ................................................................................................................ 233

© TM Forum 2018. All Rights Reserved. Page 14 of 338

Supplier/Partner Invoice Reconciliation .............................................................................................................. 252

© TM Forum 2018. All Rights Reserved. Page 15 of 338

Financial Management........................................................................................................................................ 269

© TM Forum 2018. All Rights Reserved. Page 16 of 338

PKI and Digital Certificates ................................................................................................................................. 288

© TM Forum 2018. All Rights Reserved. Page 17 of 338

9.10 Supply Chain Management ............................................................................................................................ 308

© TM Forum 2018. All Rights Reserved. Page 18 of 338

. Figure 1. Market/Sales Management ........................................................................................................................ 26

Figure 37. 5.22.3 Contact Channel Management ................................................................................................ 158

© TM Forum 2018. All Rights Reserved. Page 20 of 338

Figure 76. 9.5.1 Corporate Security .................................................................................................................... 289

© TM Forum 2018. All Rights Reserved. Page 21 of 338

© TM Forum 2018. All Rights Reserved. Page 22 of 338

The Application Frameworks [GB929] documentation set contains also:

© TM Forum 2018. All Rights Reserved. Page 23 of 338

The Telecom Applications Map

© TM Forum 2018. All Rights Reserved. Page 24 of 338

Application Associations and IDs

© TM Forum 2018. All Rights Reserved. Page 25 of 338

. Figure 1. Market/Sales Management

Compensation & Results

© TM Forum 2018. All Rights Reserved. Page 26 of 338

Channel Sales Management

© TM Forum 2018. All Rights Reserved. Page 27 of 338

Campaign & Funnel Management

Sales Account Management

Sales & Marketing Reporting

© TM Forum 2018. All Rights Reserved. Page 28 of 338

© TM Forum 2018. All Rights Reserved. Page 29 of 338

3.2 Sales Aids

Figure 2. 3.2 Sales Aids

Sales Job Aids