-
Operations
Strategy, Infrastructure, & Product
Enhanced Telecommunications Operations Map
Strategy,
Infrastructure, &
Product
Operations
A01
Strategy &
Commit
A02
Infrastructure
Lifestyle
ManagementA03
Product Lifestyle
Management
A04
Operations
Support &
ReadinessA05
Fulfilment
A06
Assurance
A07
Billing
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eTOM Business Process Framework
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Assurance
A601
Customer
Relationship
ManagementA602
Service
Management &
OperationsA603
Resource
Management &
OperationsA604
Supplier/Partner
Relationship
Management
eTOM
eTOM Dashboard
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eTOM Business Process Framework
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Customer Relationship Management
A6101
CRM - Support
and Readiness
A6102
Customer QoS/
SLA Management
A6103
Customer
Interface
ManagementA6104
Retention &
Loyalty
A6105
Marketing
Fulfillment
ResponseA6106
Bill Invoice
Management
A6107
Selling
A6108
Bill Payments &
Receivables
Management
A6109
Order Handling
A6110
Bill Inquiry
Handling
A6111
Problem Handling
A6
Assurance
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CRM - Support and Readiness
A61101
Support Customer
Interface
Management
Ensure that all information, materials, systems and resources
are available so that the Customer Interface Management processes
can operate effectively, when a contact with a customer occurs.
A61102
Manage
Campaign
Manage individual marketing campaigns developed by Product
Marketing Communications & Promotion processes
A61103
Support Order
Handling
Ensure that new and/or modified Order Handling related
infrastructure is deployed effectively, and to ensure that Order
Handling processes can operate effectively.
A61104
Manage
Customer
Inventory
Establish, manage and administer the enterprise's customer
inventory, as embodied in the Customer Inventory Database, and
monitor and report on the usage and access to the customer
inventory, and the quality of the data maintained in it.
A61105
Support Problem
Handling
Assist Problem Handling processes by proactively undertaking
statistically driven preventative and scheduled purchased product
offering maintenance activities and monitoring, managing and
reporting on the capability of the Problem Handling processes.
A61106
Manage Product
Offering Inventory
Establish, manage and administer the enterprise's product
offering inventory, as embodied in the Product Offering Inventory
Database, and monitor and report on the usage and access to the
product offering inventory, and the quality of the data
maintained
A61107
Support Retention
& Loyalty
Ensure that all information, materials, systems and resources
are available so that the Retention & Loyalty processes can be
completed without delay, when a request is received from a
customer
A61108
Manage Sales
Inventory
Establish, manage and administer the enterprise's sales
prospects, actual sales, channel management and sales commissions,
as embodied in the Sales Inventory Database, and monitor and report
on the usage and access to the sales inventory, and the quality
A61109
Support Marketing
Fulfilment
Ensure that there is capability to support the expected demand
for the Marketing Fulfillment Response processes so that they can
operate effectively.
A61110
Support Bill
Invoice
Management
Ensure that all information, materials, systems and resources
are available so that the Bill Invoice Management processes can be
completed without delay.
A61111
Support Selling
Ensure capability to support the expected demand for the Selling
processes so that they can respond to customers according to agreed
targets
A61112
Support Bill
Payments and
Receivables
Management
Ensure that all information and systems are available so that
the Bill Payments & Receivables Management processes can be
completed without delay.
A61113
Support Customer
QoS/SLA
Support Customer QoS/SLA Management processes by proactively
monitoring and assessing the performance of purchased product
offerings as a group against agreed QoS/SLA parameters, and
monitoring, managing and reporting on the capability of the
Customer QoS
A61114
Support Bill
Inquery Handling
Ensure that all information, systems and resources are available
so that the Bill Inquiry Handling processes can be completed
without delay.
A61
Customer
Relationship
Management
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Customer QoS/SLA Management
A61201
Access Customer
QoS/SLA
Performance
Manage the overall assessment of the customer QoS/SLA
performance
A61202
Create Customer
QoS Performance
Degradation
Report
Create a new customer QoS performance degradation report
A61203
Manage QoS/SLA
Violation
Ensure that the customer and the relevant internal processes are
informed of service quality degradations and violations and that
action is undertaken to resolve the degradation or violation
A61204
Track & Manage
Customer QoS
Performance
Resolution
Efficiently assign, coordinate and track specific customer
purchased product offering related performance analysis,
restoration and improvement activities, and escalate any open
customer QoS performance degradation reports in jeopardy.
A61205
Report Customer
QoS Performance
Report on the customers QoS/SLA performance
A61206
Close Customer
QoS Performance
Degradation
Report
Close a customer QoS performance degradation report when the
performance of the customer purchased product offerings has been
resolved
A61
Customer
Relationship
Management
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Customer Interface Management
A61301
Manage Contact
Manage all contacts/requests between potential or existing
customers and the enterprise
A61302
Manage Request
(Including Self
Service)
Manage all requests (inbound and outbound) made by potential and
existing customers
A61303
Analyze & Report
on Customer
Perform all necessary analysis on closed requests and on
customer contacts and generate related reports
A61304
Mediate &
Orchestrate
Customer
Interactions
Ensure that transaction message structure and interactions
conform to agreed, externally defined standards used by the
enterprise and its customers
A61
Customer
Relationship
Management
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Retention & Loyalty
A61401
Establish &
Terminate
Customer
Relationship
Verify the customer identity, manage the customer identity
across the Enterprise, and manage termination as appropriate
A61402
Build Customer
Insight
Ensure that Service Provider and the customer feel confident
that the relationship is founded on up-to-date, accurate and
legally compliant information
A61403
Analyze &
Manage
Customer Risk
Ensure that a consistent customer risk assessment is used across
the Enterprise and ensure that risk analysis is based on
information collected from all processes.
A61404
Personalize
Customer Profile
for Retention &
Loyalty
Provide the personalization opportunities for customers that
will encourage them not to switch to another Service Provider
A61405
Validate
Customer
Satisfaction
Validate that predicted/expected value is delivered by the
solution and initialize the after-sales processes (billing and
assurance)
A61
Customer
Relationship
Management
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Marketing Fulfillment Response
A61501
Issue & Distribute
Marketing
Collaterals
Issue and distribute marketing collateral (i.e., coupon,
premium, sample, toys, fliers, etc.) directly to a customer
A61502
Track Leads
Track leads generated through marketing, or that arise in the
course of business
A61
Customer
Relationship
Management
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Bill Invoice Management
A61601
Apply Pricing,
Discounting,
Adjustments, &
Rebates
Ensure that the bill invoice is reflective of all the
commercially agreed billable events and any bill invoice
adjustments agreed between the Service Provider and the
customer.
A61602
Create Customer
Bill Invoice
Production of a timely and accurate invoice in accordance with
the specific billing cycles and reflective of the final charges for
services, together with any adjustments, delivered to the customer
by the Service Provider and respective trading partners.
A61603
Produce &
Distribute Bill
Physical production and distribution of bills to customers in
accordance with the specified billing cycle.
A61
Customer
Relationship
Management
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Selling
A61701
Manage Prospect
Match identified leads with the most appropriate products and
ensure that these prospects are handled appropriately
A61702
Qualify & Educate
Customer
Ensure that the business agreement between the customer and
service provider is based upon mutual understanding
A61703
Negociate Sales
Close the sale with terms that are mutually agreeable to both
the customer and the service provider
A61704
Aquire Customer
Data
Record all pertinent customer data
A61705
Cross/Up Selling
Ensure that the value of the relationship between the customer
and service provider is maximized by selling additional, or more of
the existing, products.
A61
Customer
Relationship
Management
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Order Handling
A61801
Manage
Customer Billing
Ensure effective management of the customers billing account as
it relates to the products purchased and consumed throughout the
appropriate billing cycle.
A61802
Manage
Customer
Payments
Collect payments made by the customer and reconcile the payments
to the invoices.
A61803
Manage
Customer Debt
Collection
Collect past due payments from the customer.
A61804
Report Customer
Order Handling
Monitor the status of customer orders, provide notifications of
any changes and provide management reports.
A61805
Track & Manage
Customer Order
Handling
Ensure customer provisioning activities are assigned, managed
and tracked efficiently to meet the agreed committed availability
date
A61806
Close Customer
Order
Close a customer order when the customer provisioning activities
have been completed
A61807
Complete
Customer Order
Manage customer information and interactions after customer
contracts or associated service orders have been finalized and
during the order completion phase
A61
Customer
Relationship
Management
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Bill Inquiry Handling
A61901
Create Customer
Bill Inquery
Report
Create a new customer bill inquiry report.
A61902
Assess Customer
Bill Inquiry Report
Assess the bill inquiry report to determine the nature of the
inquiry, and to determine whether the inquiry has arisen due to
circumstances originating in other process areas
A61903
Authorize
Customer Bill
Invoice
Adjustment
Adjust the customers bill invoice based on detailed assessment
and/or policy.
A61904
Track & Monitor
Customer Bill
Inquiry Resolution
Efficiently assign, coordinate and track specific customer bill
inquiry analysis, bill adjustments and ensuring that appropriate
credits and/or other agreed adjustments are made available to the
adjustments processes activities, and escalate any open cust
A61905
Report Customer
Bill Inquiry
Report on the customers bill inquiry.
A61906
Close Customer
Bill Inquiry Report
Close a customer bill inquiry report when the bill
inquiry/complaint has been resolved.
A61
Customer
Relationship
Management
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Problem Handling
A61001
Isolate Customer
Problem
Identify the root cause of the customer problem.
A61002
Create Customer
Problem Report
Create a new customer problem report.
A61003
Report Customer
Problem
Monitor the status of customer problem reports, provide
notifications of any changes and provide management reports
A61004
Track & Manage
Customer
Problem
Ensure that recovery activities are assigned, coordinated and
tracked efficiently, and that escalation is invoked as required for
any open customer problem reports in jeopardy.
A61005
Correct &
Recover
Customer
Problem
Restore the service to a normal operational state as efficiently
as possible
A61006
Close Customer
Problem Report
Ensure that a problem affecting the customer is solved
A61
Customer
Relationship
Management
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Service Management & Operations
A6201
SM&O Support &
Readiness
A6202
Service
Configuration &
ActivationA6203
Service Problem
Management
A6204
Service Quality
Management
A6205
Service & Specific
Instance Rating
A6
Assurance
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SM&O Support & Readiness
A62101
Manage Service
Inventory
Establish, manage and administer the enterprise's service
inventory, as embodied in the Service Inventory Database, and
monitor and report on the usage and access to the service
inventory, and the quality of the data maintained in it.
A62102
Enable Service
Configuration &
Activation
Planning and deployment of service infrastructure, and for
ensuring availability of sufficient service infrastructure to
support the Service Configuration & Activation processes.
A62103
Support Service
Problem
Management
Assist Service Problem Management processes by proactively
undertaking statistically driven preventative and scheduled service
infrastructure maintenance activities and monitoring, managing and
reporting on the capability of the Service Problem Management
A62104
Enable Service
Quality
Management
Support Service Quality Management processes by proactively
monitoring and assessing service infrastructure performance, and
monitoring, managing and reporting on the capability of the Service
Quality Management processes.
A62105
Support Service &
Specific Instance
Rating
Ensure that rating and tariff information is maintained for each
service class, for use by Service & Specific Instance
Rating
A62
Service
Management and
Operations
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Service Configuration & Activation
A62201
Design Solution
Develop an end-end specific service design which complies with a
particular customer's requirement
A62202
Test Service End-
to-End
Test specific services to ensure all components are operating
within normal parameters, and that the service is working to agreed
performance levels
A62203
Issue Service
Orders
Issue correct and complete service orders
A62204
Report service
provisioning
Monitor the status of service orders, provide notifications of
any changes and provide management reports.
A62205
Allocate specific
service
parameters to
services
Issue service identifiers for new services.
A62206
Track & manage
service
provisioning
Ensure service provisioning activities are assigned, managed and
tracked efficiently.
A62207
Implement,
configure, &
activate service
Implement, configure and activate the specific services
allocated against an issued service order.
A62208
Close service
order
Close a service order when the service provisioning activities
have been completed
A62209
Recover service
Recover specific services that are no longer required by
customers.
A62
Service
Management and
Operations
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Service Problem Management
A62301
Create Service
Trouble Report
Create a new service trouble report.
A62302
Report service
problem
Monitor the status of service trouble reports, provide
notifications of any changes and provide management reports
A62303
Diagnose service
problem
Identify the root cause of the specific service problem
A62304
Close service
trouble report
Close a service trouble report when the service problem has been
resolved
A62305
Correct & resolve
service problem
Restore the service to a normal operational state as efficiently
as possible
A62306
Survey & analyze
service problem
Monitor service alarm event notifications and manage service
alarm event records in real-time
A62307
Track & manage
service problem
Ensure that testing, repair and restoration activities are
assigned, coordinated and tracked efficiently, and that escalation
is invoked as required for any open service trouble reports in
jeopardy
A62
Service
Management and
Operations
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Service Quality Management
A62401
Monitor service
quality
Monitor received service quality information and undertake
first-in detection
A62402
Create service
performance
degradation report
Create a new service performance degradation report.
A62403
Analyze service
quality
Analyze and evaluate the service quality performance of specific
services
A62404
Track & manage
service quality
performance
resolution
Efficiently assign, coordinate and track specific service
performance analysis, restoration and improvement activities, and
escalate any open service performance degradation reports in
jeopardy.
A62405
Improve service
quality
Restore the service quality to a normal operational state as
efficiently as possible.
A62406
Close service
performance
degradation
Close a service performance degradation report when the service
performance has been resolved
A62407
Report service
quality
performance
Monitor the status of service performance degradation reports,
provide notifications of any changes and provide management
reports
A62
Service
Management and
Operations
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Service & Specific Instance Rating
A62501
Mediate usage
records
Validate, normalize, convert and correlate usage records
collected from the resource layer
A62502
Rate usage
records
Identify and apply tariffs and charging algorithms to specific
parameters encapsulated in usage records
A62503
Analyze usage
records
Generate reports on usage records based on requests from other
processes
A62
Service
Management and
Operations
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Resource Management & Operations
A6301
RM&O Support &
Readiness
A6302
Resource
Provisioning
A6303
Resource Trouble
Management
A6304
Resource
Performance
ManagementA6305
Resource Data
Collection &
Distribution
A6
Assurance
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eTOM Business Process Framework
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RM&O Support & Readiness
A63101
Enable resource
provisioning
Planning and deployment of new and/or modified resource
infrastructure to ensure availability of sufficient resource
infrastructure to support the Resource Provisioning processes, and
monitoring, managing and reporting on the capability of the
Resource Pr
A63102
Manage resource
inventory
Establish, manage and administer the enterprise's resource
inventory, as embodied in the Resource Inventory Database, and
monitor and report on the usage and access to the resource
inventory, and the quality of the data maintained in it
A63103
Enable resource
performance
management
Proactively monitoring and maintaining resource infrastructure,
and monitoring, managing and reporting on the capability of the
Resource Performance Management processes.
A63104
Manage
workforce
Plan, assign, dispatch and manage the activities of staff
(directly or indirectly) employed by, or operating as part of, the
enterprise (i.e. technicians, clerks, managers, etc.), and
monitoring, managing and reporting on the capability of the Manage
Work
A63105
Support resource
trouble
management
Proactively undertaking statistically driven preventative and
scheduled resource infrastructure maintenance activities, and
repair activities, and monitoring, managing and reporting on the
capability of the Resource Trouble Management processes.
A63106
Manage logistics
Manage and control warehousing, stock level management, physical
distribution and transport of purchased resources and consumable
goods.
A63107
Enable resource
data collection &
distribution
Administering and management of the processes which enable the
effective operation of the resource data collection and data
distribution network, and monitoring, managing and reporting on the
capability of the Resource Data Collection & Distribution
proce
A63
Resource
Management and
Operations
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Resource Provisioning
A63201
Allocate & install
resource
Allocate specific resources required to support a specific
service
A63202
Close resource
order
Close a resource order when the resource provisioning activities
have been completed
A63203
Configure &
activate resource
Configure and activate the specific resources allocated against
an issued resource order
A63204
Issue resource
orders
Issue correct and complete resource orders
A63205
Test resource
Test specific resources to ensure they are operating within
normal parameters
A63206
Recover resource
Recover specific resources that are no longer required.
A63207
Track manage
resource
provisioning
Ensure resource provisioning activities are assigned, managed
and tracked efficiently
A63208
Report resource
provisioning
Monitor the status of resource orders, provide notifications of
any changes and provide management reports.
A63
Resource
Management and
Operations
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Resource Trouble Management
A63301
Create resource
trouble report
Create a new resource trouble report
A63302
Correct & resolve
resource trouble
Restore or replace resources that have failed as efficiently as
possible
A63303
Report resource
trouble
Monitor the status of resource trouble reports, provide
notifications of any changes and provide management reports
A63304
Track & manage
resource trouble
Ensure testing, repair and restoration activities are assigned,
coordinated and tracked efficiently, and that escalation is invoked
as required for any open resource trouble reports in jeopardy
A63305
Survey & analyze
resource trouble
Monitor resource alarm event notifications and manage resource
alarm event records in real-time
A63306
Close resource
trouble report
Close a resource trouble report when the resource trouble has
been resolved
A63307
Localize resource
trouble
Identify the root cause of the specific resource trouble
A63
Resource
Management and
Operations
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Resource Performance Management
A63401
Monitor resource
performance
Monitor received resource performance information and undertake
first-in detection.
A63402
Create resource
performance
degradation report
Create a new resource performance degradation report
A63403
Analze resource
performance
Analyze and evaluate the performance of specific resources
A63404
Track & manage
resource
performance
resolution
Ensure testing, repair and restoration activities are assigned,
coordinated and tracked efficiently, and that escalation is invoked
as required for any open resource performance degradation reports
in jeopardy
A63405
Control resource
performance
Apply controls to resources in order to optimize the resource
performance
A63406
Close resource
performance
Close a resource performance degradation report when the
resource performance has been resolved
A63407
Report resource
performance
Monitor the status of resource performance degradation reports,
provide notifications of any changes and provide management
reports
A63
Resource
Management and
Operations
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Resource Data Collection & Distribution
A63501
Collection
management
information & data
Collection of management information and data records from
resource and service instances and other enterprise processes
A63502
Process
management
information & data
Process the management information and/or data into a form
suitable for the intended recipient processes, resource instances
or service instances
A63503
Distribute
management
information & data
Distribute processed management information and/or data to
resource instances, service instances or other processes within the
enterprise for further analysis and/or reporting.
A63504
Audit data
collection &
distribution
Audit the management information & data collection,
processing and distribution activities in order to identify
possible anomalies.
A63
Resource
Management and
Operations
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Supplier/Partner Relationship Management
A6401
S/PRM Support &
Readiness
A6402
S/P Requisition
Management
A6403
S/P Problem
Reporting &
Management
A6404
S/P Performance
Management
A6405
S/P Settlements &
Payments
ManagementA6406
S/P Interface
Management
A6
Assurance
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S/PRM Support & Readiness
A64101
Support S/P
requisition
management
Manage engagement with suppliers/partners who own and manage
outsourced infrastructure, and to ensure that the S/P Requisition
Management processes are operating effectively.
A64102
Support S/P
interface
management
Ensure that there is capability so that the S/P Interface
Management processes can operate effectively
A64103
Support S/P
problem reporting
& management
Manage problem resolution activity with suppliers/partners who
own and manage outsourced infrastructure, and to ensure that the
S/P Problem Reporting & Management processes can operate
effectively.
A64104
Support S/P
performance
management
Manage performance restoration activity with suppliers/partners
who own and manage outsourced infrastructure, and to ensure that
the S/P Performance Management processes can operate
effectively.
A64105
Manage supplier/
partner inventory
Manage the administration of the enterprise's supplier/partner
inventory.
A64106
Support S/P
settlements &
payments
managements
Ensure that there is capability (for example, information,
materials, systems and resources) so that the S/P Settlements &
Payments Management processes can operate effectively
A64
Supplier/Partner
Relationship
Management
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S/P Requisition Management
A64201
Select supplier/
partner
Identify the most appropriate supplier/partner or
suppliers/partners amongst those with whom a supply arrangement
exists
A64202
Initiate S/P
requisition order
Generate a correctly formatted and specified S/P requisition
order, and issue this to the selected supplier/partner
A64203
Determine S/P
pre-requisition
feasibility
Determine the ability of suppliers/partners to deliver the
specific resources, services or products, within the specified
requirements
A64204
Report S/P
requisition
Monitor the status of S/P requisition orders, provide
notifications of any changes and provide management reports
A64205
Track & manage
S/P requisition
Ensure S/P requisition orders are being processed and delivered
efficiently and effectively
A64206
Close S/P
requisition order
Close a S/P requisition order when the S/P requisition has been
successfully completed
A64207
Recieve & accept
S/P requisition
Records delivery of S/P requisitions, and arranges for any
acceptance testing or commissioning required
A64
Supplier/Partner
Relationship
Management
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S/P Problem Reporting & Management
A64301
Initiate S/P
problem report
Report specific problems to the supplier / partner.
A64302
Report S/P
problem
resolution
Monitor the status of S/P problem reports, provide notifications
of any changes and provide management reports
A64303
Receive S/P
problem report
Receive notification of problems detected by the supplier/
partner, and notifies other processes of this.
A64304
Close S/P
problem report
Close a S/P problem report when the S/P problem has been
resolved
A64305
Track & manage
S/P problem
resolution
Track progress of the problem resolution as advised by the
supplier / partner.
A64
Supplier/Partner
Relationship
Management
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S/P Performance Management
A64401
Initiate S/P
performance
degradation report
Report specific performance issues to the supplier /
partner.
A64402
Close S/P
performance
degradation report
Close a S/P performance degradation report when the performance
of the S/P service has been restored
A64403
Track & manage
S/P performance
resolution
Track progress of the performance resolution as advised by the
supplier / partner.
A64404
Monitor & control
S/P service
performance
Collect and analyze performance of services delivered by
suppliers and partners
A64405
Report S/P
performance
Monitor the status of S/P performance degradation reports,
provide notifications of any changes and provide management
reports
A64
Supplier/Partner
Relationship
Management
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S/P Settlements & Payments Management
A64501
Manage account
Manage Account processes administer the internal record of usage
of supplier/partners services in support of invoice reconciliation
and reciprocal usage settlement.
A64502
Receive & assess
invoice
Receive & Assess Invoice processes compare invoices against
usage records and offsets, and manage the interactions between the
supplier/partner and the enterprise to confirm usage records and
resolve account differences.
A64503
Negotiate &
approve invoice
Negotiate & Approve Invoice processes manage the
interactions between the supplier/partner and the enterprise, in
relation to enquiries about the billing account, handling disputes
and any subsequent negotiations.
A64504
Issue settlement
notice & payment
Issue Settlement Notice & Payment processes apply where
suppliers / partners are end to revenue sharing, where the
enterprise initiates the settlement cycle.
A64
Supplier/Partner
Relationship
Management
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-
S/P Interface Management
A64601
Manage S/P
requests
(including self
service)
Accept requests and enable the supplier / partner to obtain the
desired information from the enterprise, or identify and activate
the appropriate process area to accomplish the request
A64602
Analyze & report
S/P interactions
Analyze & Report S/P Interactions processes analyze
interactions and generate reports for tracking and managing
interactions or improving procedures for supplier/partner
processes.
A64603
Mediate &
orchestrate
supplier/partner
interactions
Ensure that transaction message structure and interactions
conform to agreed, externally defined standards used by the
enterprise and its suppliers/partners
A64
Supplier/Partner
Relationship
Management
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eTOM - Assurance.vsdeTOMAssuranceCustomer Relationship
ManagementCRM - Support and ReadinessCustomer QoS-SLA
ManagementCustomer Interface ManagementRetention and
LoyaltyMarketing Fulfillment ResponseBill Invoice
ManagementSellingOrder HandlingBill Inquiry HandlingProblem
HandlingService Management and OperationsSM and O Support and
ReadinessService Configuration and ActivationService Problem
ManagementService Quality ManagementService and Specific Instance
RatingResource Management and Operations RM and O Support and
ReadinessResource ProvisioningResource Trouble ManagementResource
Performance ManagementResource Data Collection and
DistributionSupplier-Partner Relationship ManagementS PRM Support
and ReadinessS P Requisition ManagementS P Problem Reporting and
ManagementS P Performance ManagementS P Settlements and Payments
ManagementS P Interface Management