[PD] Documentos - ETOM - Release 12-0 v12-3 1

TM Forum 2012

Business Process Framework (eTOM)

For The Information and Communications Services Industry Addendum DX:

Extended Process Decompositions and Descriptions

GB921 Addendum DX

Version 12.3

April, 2012

Business Process Framework (eTOM) Extended Process Decompositions and Descriptions

GB921 Addendum DX, Version 12.3 TM Forum 2012 Page 2 of 1460

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Table of Contents NOTICE ....................................................................................................................................................................... 2

TABLE OF CONTENTS ............................................................................................................................................ 3

LIST OF FIGURES ................................................................................................................................................... 37

PREFACE .................................................................................................................................................................. 47

BUSINESS PROCESS FRAMEWORK ............................................................................................................................. 47

INTRODUCTION ..................................................................................................................................................... 49

Process Associations and IDs .............................................................................................................................. 50

PROCESS DECOMPOSITIONS & DESCRIPTIONS .......................................................................................... 51

1.1.1.1 CRM - SUPPORT & READINESS .................................................................................................................... 51 CRM - Support & Readiness ................................................................................................................................ 51 Support Customer Interface Management ........................................................................................................... 52 Support Order Handling ...................................................................................................................................... 53 Support Problem Handling .................................................................................................................................. 55 Support Retention & Loyalty ............................................................................................................................... 56 Support Marketing Fulfillment ............................................................................................................................ 57 Support Selling .................................................................................................................................................... 58 Support Customer QoS/SLA ................................................................................................................................ 59 Manage Campaign .............................................................................................................................................. 60 Manage Customer Inventory ............................................................................................................................... 61 Manage Product Offering Inventory .................................................................................................................... 62 Manage Sales Inventory ...................................................................................................................................... 64 Support Bill Invoice Management ....................................................................................................................... 65 Support Bill Payments & Receivables Management ............................................................................................ 66 Support Bill Inquiry Handling ............................................................................................................................. 67 Support Billing & Collections (DELETED) ........................................................................................................ 68

1.1.1.1.1 SUPPORT CUSTOMER INTERFACE MANAGEMENT ...................................................................................... 69 Support Customer Interface Management ........................................................................................................... 69 Ensure Customer Interface Capability ................................................................................................................ 70 Undertake Customer Contacts Trend Analysis .................................................................................................... 71

1.1.1.1.2 SUPPORT ORDER HANDLING ...................................................................................................................... 72 Support Order Handling ...................................................................................................................................... 72 Ensure Order Handling Capability ..................................................................................................................... 74 Forecast Order Handling Requirements ............................................................................................................. 75 Capacity Plan Order Handling Infrastructure .................................................................................................... 75 Manage Order Handling Organizational Changes ............................................................................................. 76 Support Order Handling Infrastructure Deployment .......................................................................................... 77 Approve Order Handling Procedues ................................................................................................................... 77 Accept Order Handling Infrastructure ................................................................................................................ 78 Address Order Handling infrastructure Issues .................................................................................................... 79 Roll-out Order Handling Infrastructure .............................................................................................................. 79 Detect Order Handling infrastructure Shortfalls................................................................................................. 80 Rebalance Order Handling Infrastructure Utilization ........................................................................................ 81 Remove Order Handling Infrastructure............................................................................................................... 81 Report Order Handling Infrastructure Capacity ................................................................................................. 82 Track Third-Party Order Handling Infrastructure Deployment .......................................................................... 83 Report Order Handling Infrastructure Deployment Process Capability ............................................................. 83 Manage Order Handling Notification ................................................................................................................. 84 Undertake Order Handling Trend Analysis ......................................................................................................... 85



1.1.1.1.3 SUPPORT PROBLEM HANDLING .................................................................................................................. 85 Support Problem Handling .................................................................................................................................. 86 Ensure Product Offering Operation .................................................................................................................... 87 Undertake Product Offering Trend Analysis ....................................................................................................... 88 Request Product Offering Data Collection .......................................................................................................... 88 Request Product Offering Performance Testing .................................................................................................. 89 Manage Product Offering Maintenenance Programs ......................................................................................... 90 Request Provisioning Intervention....................................................................................................................... 90 Report Product Offering Trend Analysis ............................................................................................................. 91 Track Problem Handling Process Capability ...................................................................................................... 92 Manage Problem Handling Notification ............................................................................................................. 92 Undertake Problem Handling Trend Analysis ..................................................................................................... 93

1.1.1.1.5 SUPPORT RETENTION & LOYALTY ............................................................................................................. 94 Support Retention & Loyalty ............................................................................................................................... 94 Ensure Retention & Loyalty Capability ............................................................................................................... 95 Undertake Retention & Loyalty Trend Analysis .................................................................................................. 96

1.1.1.1.6 SUPPORT MARKETING FULFILLMENT ........................................................................................................ 97 Support Marketing Fulfillment ............................................................................................................................ 97 Ensure Marketing Fulfillment Capability ............................................................................................................ 98 Undertake Marketing Fulfillment Trend Analysis ............................................................................................... 98

1.1.1.1.7 SUPPORT SELLING ..................................................................................................................................... 99 Support Selling .................................................................................................................................................. 100 Ensure Selling Capability .................................................................................................................................. 101 Manage Sales Channels ..................................................................................................................................... 102 Manage Sales Leads .......................................................................................................................................... 103 Undertake Selling Trend Analysis ..................................................................................................................... 103

1.1.1.1.8 SUPPORT CUSTOMER QOS/SLA ............................................................................................................... 104 Support Customer QoS/SLA .............................................................................................................................. 104 Ensure Customer QoS/SLA Capability .............................................................................................................. 106 Monitor Product Offerings ................................................................................................................................ 106 Maintain Product Offering Performance Threshold Standards ........................................................................ 107 Monitoring Product Offering Performance Analyses ........................................................................................ 108 Aggregate QoS Performance Analysis............................................................................................................... 108 Assist Trend Analysis Development ................................................................................................................... 109 Log Product Offering Analysis Results .............................................................................................................. 110 Agree Service Outages ....................................................................................................................................... 110 Track Customer QoS/SLA Management Process Capability ............................................................................. 111 Manage Customer QoS/SLA Management Notification .................................................................................... 112 Undertake QoS/SLA Performance Trend Analysis ............................................................................................ 112

1.1.1.1.9 MANAGE CAMPAIGN ............................................................................................................................... 113 Manage Campaign ............................................................................................................................................ 114 Ensure Campaign Support ................................................................................................................................. 114 Undertake Campaign Trend Analysis ................................................................................................................ 115 Modify Campaign .............................................................................................................................................. 116 Report Campaign Effectiveness ......................................................................................................................... 116

1.1.1.1.10 MANAGE CUSTOMER INVENTORY ......................................................................................................... 117 Manage Customer Inventory ............................................................................................................................. 117 Identify Relevant Customer Inventory Information ........................................................................................... 118 Maintain Customer Inventory facilities ............................................................................................................. 119 Manage Customer Inventory Capture ............................................................................................................... 120 Control Customer Inventory Access .................................................................................................................. 120 Ensure Customer Inventory Data Quality ......................................................................................................... 121 Track Customer Inventory Usage ...................................................................................................................... 122 Identify Customer Inventory Shortcomings ....................................................................................................... 123

1.1.1.1.11 MANAGE PRODUCT OFFERING INVENTORY ........................................................................................... 123



Manage Product Offering Inventory .................................................................................................................. 124 Identify Relevant Product Offering Inventory Information ................................................................................ 125 Maintain Product Offering Inventory facilities ................................................................................................. 126 Manage Product Offering Inventory Capture .................................................................................................... 127 Control Product Offering Inventory Access ...................................................................................................... 127 Ensure Product Offering Inventory Data Quality.............................................................................................. 128 Track Product Offering Inventory Usage .......................................................................................................... 129 Identify Product Offering Inventory Shortcomings ............................................................................................ 129

1.1.1.1.12 MANAGE SALES INVENTORY ................................................................................................................. 130 Manage Sales Inventory .................................................................................................................................... 131 Identify Relevant Sales Inventory Information .................................................................................................. 132 Maintain Sales Inventory facilities .................................................................................................................... 132 Manage Sales Inventory Capture ...................................................................................................................... 133 Control Sales Inventory Access ......................................................................................................................... 134 Ensure Sales Inventory Data Quality ................................................................................................................ 134 Track Sales Inventory Usage ............................................................................................................................. 135 Identify Sales Inventory Shortcomings .............................................................................................................. 136

1.1.1.1.13 SUPPORT BILL INVOICE MANAGEMENT ................................................................................................. 137 Support Bill Invoice Management ..................................................................................................................... 137 Determine Bill Invoice Management Capability ............................................................................................... 139 Establish & Maintain Bill Invoice Format ........................................................................................................ 139 Maintain Bill Customers List ............................................................................................................................. 140 Define Billing Cycle ........................................................................................................................................... 141 Analyze Billing Trend ........................................................................................................................................ 142 Design & Develop Invoicing Process ................................................................................................................ 143

1.1.1.1.14 SUPPORT BILL PAYMENTS & RECEIVABLES MANAGEMENT .................................................................. 144 Support Bill Payments & Receivables Management .......................................................................................... 144 Determine Bill Payments & Receivables Management Capability .................................................................... 145 Analyze Customer Payment Trend ..................................................................................................................... 146 Administer Customer Payment Processes ......................................................................................................... 147

1.1.1.1.15 SUPPORT BILL INQUIRY HANDLING ....................................................................................................... 148 Support Bill Inquiry Handling ........................................................................................................................... 148 Determine Bill Inquiry Handling Capability ..................................................................................................... 149 Manage Billing Policy ....................................................................................................................................... 150 Analyze Bill Inquiry Trend ................................................................................................................................. 150

1.1.1.2 CUSTOMER INTERFACE MANAGEMENT....................................................................................................... 152 Customer Interface Management....................................................................................................................... 152 Manage Contact ................................................................................................................................................ 153 Manage Request (Including Self Service) .......................................................................................................... 153 Analyze & Report on Customer ......................................................................................................................... 154 Mediate & Orchestrate Customer Interactions ................................................................................................. 155

1.1.1.2.1 MANAGE CONTACT ................................................................................................................................. 156 Manage Contact ................................................................................................................................................ 156 Identify Contact ................................................................................................................................................. 157 Develop Contact ................................................................................................................................................ 158

1.1.1.2.2 MANAGE REQUEST (INCLUDING SELF SERVICE) ...................................................................................... 158 Manage Request (Including Self Service) .......................................................................................................... 159 Handle Request .................................................................................................................................................. 160 Provide Request Status ...................................................................................................................................... 160 Close Request .................................................................................................................................................... 161

1.1.1.2.3 ANALYZE & REPORT ON CUSTOMER ....................................................................................................... 162 Analyze & Report on Customer ......................................................................................................................... 162 Analyze Customer Requests & Contacts ............................................................................................................ 163 Report Customer Requests & Contacts.............................................................................................................. 163

1.1.1.2.4 MEDIATE & ORCHESTRATE CUSTOMER INTERACTIONS ........................................................................... 164



Mediate & Orchestrate Customer Interactions ................................................................................................. 165 Identify Customer Interactions Data Formats ................................................................................................... 165 Orchestrate Customer Interactions ................................................................................................................... 166 Mediate Customer Interactions ......................................................................................................................... 167

1.1.1.3 MARKETING FULFILLMENT RESPONSE ....................................................................................................... 168 Marketing Fulfillment Response ........................................................................................................................ 168 Issue & Distribute Marketing Collaterals ......................................................................................................... 169 Track Leads ....................................................................................................................................................... 170

1.1.1.3.1 ISSUE & DISTRIBUTE MARKETING COLLATERALS ................................................................................... 170 Issue & Distribute Marketing Collaterals ......................................................................................................... 171 Handle Marketing Collateral Distributution ..................................................................................................... 172 Customize Marketing Collateral ........................................................................................................................ 173

1.1.1.3.2 TRACK LEADS .......................................................................................................................................... 173 Track Leads ....................................................................................................................................................... 174 Track Marketing Leads ...................................................................................................................................... 175 Evaluate Marketing Leads ................................................................................................................................. 175

1.1.1.4 SELLING ...................................................................................................................................................... 176 Selling ................................................................................................................................................................ 177 Manage Prospect ............................................................................................................................................... 177 Qualify Opportunity ........................................................................................................................................... 178 Negotiate Sales/Contract ................................................................................................................................... 179 Acquire Customer Data ..................................................................................................................................... 180 Cross/Up Selling ................................................................................................................................................ 181 Develop Sales Proposal ..................................................................................................................................... 182 Manage Sales Accounts ..................................................................................................................................... 183

1.1.1.4.1 MANAGE PROSPECT ................................................................................................................................. 183 Manage Prospect ............................................................................................................................................... 184 Analyze Prospect Needs ..................................................................................................................................... 185 Identify Potential Solutions ................................................................................................................................ 185 Assign Prospect to Sales Channel ..................................................................................................................... 186 Track & Report Prospect ................................................................................................................................... 187

1.1.1.4.2 QUALIFY & EDUCATE CUSTOMER ........................................................................................................... 187 Qualify Opportunity ........................................................................................................................................... 188 Define Alternative/Customized Solutions .......................................................................................................... 189 Assess Potential Development & Risk ............................................................................................................... 189 Assess Strategic Impacts .................................................................................................................................... 190

1.1.1.4.3 NEGOTIATE SALES/CONTRACT ................................................................................................................ 191 Negotiate Sales/Contract ................................................................................................................................... 191 Negotiate Standard Terms & Conditions ........................................................................................................... 192 Develop & Negotiate Non-standard Terms & Conditions ................................................................................. 193 Obtain Customer Agreement ............................................................................................................................. 194

1.1.1.4.4 ACQUIRE CUSTOMER DATA ..................................................................................................................... 195 Acquire Customer Data ..................................................................................................................................... 195 Determine Required Customer Data ................................................................................................................. 196 Capture & Record Customer Data .................................................................................................................... 197

1.1.1.4.5 CROSS/UP SELLING.................................................................................................................................. 198 Cross/Up Selling ................................................................................................................................................ 198 Analyze Customer Trends .................................................................................................................................. 199 Recommend Appropriate Offerings ................................................................................................................... 200

1.1.1.4.6 DEVELOP SALES PROPOSAL ..................................................................................................................... 201 Develop Sales Proposal ..................................................................................................................................... 201 Ascertain Customer Requirements ..................................................................................................................... 202 Determine Support for Customer Requirements ................................................................................................ 203 Develop Proposal against Customer Requirements .......................................................................................... 204

1.1.1.4.7 MANAGE SALES ACCOUNTS .................................................................................................................... 205



Manage Sales Accounts ..................................................................................................................................... 205 Contact Customer (on regular basis) ................................................................................................................ 206 Develop Contacts & Lleads ............................................................................................................................... 207

1.1.1.5 ORDER HANDLING ...................................................................................................................................... 207 Order Handling ................................................................................................................................................. 208 Determine Customer Order Feasibility ............................................................................................................. 209 Authorize Credit ................................................................................................................................................ 210 Track & Manage Customer Order Handling ..................................................................................................... 211 Complete Customer Order ................................................................................................................................. 212 Issue Customer Orders ...................................................................................................................................... 212 Report Customer Order Handling ..................................................................................................................... 214 Close Customer Order ....................................................................................................................................... 214 Receive PO & Issue Orders (DELETED) .......................................................................................................... 215

1.1.1.5.4 TRACK & MANAGE CUSTOMER ORDER HANDLING ................................................................................. 216 Track & Manage Customer Order Handling ..................................................................................................... 216 Manage Customer Order ................................................................................................................................... 217 Track Customer Order ....................................................................................................................................... 218

1.1.1.5.5 COMPLETE CUSTOMER ORDER ................................................................................................................ 219 Complete Customer Order ................................................................................................................................. 219 Manage Customer Information ......................................................................................................................... 220 Manage Customer Interaction .......................................................................................................................... 221

1.1.1.5.6 ISSUE CUSTOMER ORDERS ....................................................................................................................... 222 Issue Customer Orders ...................................................................................................................................... 222 Assess Customer Order...................................................................................................................................... 223 Issue Customer Order ........................................................................................................................................ 224

1.1.1.5.7 REPORT CUSTOMER ORDER HANDLING ................................................................................................... 225 Report Customer Order Handling ..................................................................................................................... 225 Monitor Customer Order Status ........................................................................................................................ 226 Manage Customer Order Status Notification .................................................................................................... 227 Report Customer Order Status .......................................................................................................................... 227

1.1.1.6 PROBLEM HANDLING .................................................................................................................................. 228 Problem Handling ............................................................................................................................................. 228 Isolate Customer Problem ................................................................................................................................. 230 Report Customer Problem ................................................................................................................................. 230 Track & Manage Customer Problem ................................................................................................................. 231 Close Customer Problem Report ....................................................................................................................... 233 Create Customer Problem Report ..................................................................................................................... 233 Correct & Recover Customer Problem ............................................................................................................. 234

1.1.1.6.1 ISOLATE CUSTOMER PROBLEM ................................................................................................................ 235 Isolate Customer Problem ................................................................................................................................. 236 Verify Product Configuration ............................................................................................................................ 236 Perform Specific Customer Problem Diagnostics ............................................................................................. 237 Perform Specific Customer Problem Tests ........................................................................................................ 238 Notify T&M Root Cause Customer Problem ..................................................................................................... 238

1.1.1.6.2 REPORT CUSTOMER PROBLEM ................................................................................................................. 239 Report Customer Problem ................................................................................................................................. 239 Monitor Customer Problem ............................................................................................................................... 240 Distribute Customer Problem Notifications ...................................................................................................... 241 Distribute Customer Problem Management Reports & Summaries .................................................................. 242 Generate Customer Problem Management Reports .......................................................................................... 242 Notify Customer Problem .................................................................................................................................. 243 Issue Customer Problem Management Summaries ........................................................................................... 244

1.1.1.6.3 TRACK & MANAGE CUSTOMER PROBLEM ............................................................................................... 245 Track & Manage Customer Problem ................................................................................................................. 245 Coordinate Customer Problem .......................................................................................................................... 246



Cancel Customer Problem ................................................................................................................................. 247 Escalate/End Customer Problem ....................................................................................................................... 248 Engage External Service Suppliers .................................................................................................................... 248 Monitor Customer Problem Jeopardy Status .................................................................................................... 249

1.1.1.6.4 CLOSE CUSTOMER PROBLEM REPORT ..................................................................................................... 250 Close Customer Problem Report ....................................................................................................................... 250 Contact Customer for Feedback ........................................................................................................................ 251

1.1.1.6.6 CORRECT & RECOVER CUSTOMER PROBLEM .......................................................................................... 252 Correct & Recover Customer Problem ............................................................................................................. 252 Manage Product Restoration ............................................................................................................................. 253 Report Product Restoration Results .................................................................................................................. 254

1.1.1.7 CUSTOMER QOS/SLA MANAGEMENT ........................................................................................................ 255 Customer QoS/SLA Management ...................................................................................................................... 255 Assess Customer QoS/SLA Performance ........................................................................................................... 256 Manage QoS/SLA Violation ............................................................................................................................... 257 Track & Manage Customer QoS Performance Resolution ................................................................................ 258 Close Customer QoS Performance Degradation Report ................................................................................... 259 Create Customer QoS Performance Degradation Report ................................................................................. 260 Report Customer QoS Performance .................................................................................................................. 261

1.1.1.7.1 ASSESS CUSTOMER QOS/SLA PERFORMANCE ........................................................................................ 262 Assess Customer QoS/SLA Performance ........................................................................................................... 262 Collect QoS Information .................................................................................................................................... 263 Convert QoS Information .................................................................................................................................. 264 Check QoS Thresholds Met ............................................................................................................................... 264 Maintain Overview of Product Offering Quality ............................................................................................... 265 Prepare/Follow-up for Performance Reviews ................................................................................................... 266 Carry Out Performance Reviews ....................................................................................................................... 266

1.1.1.7.2 MANAGE QOS/SLA VIOLATION .............................................................................................................. 267 Manage QoS/SLA Violation ............................................................................................................................... 267 Analyze QoS Violation ....................................................................................................................................... 268 Take QoS Violation Action ................................................................................................................................ 269 Follow-up QoS Violation Action........................................................................................................................ 270 Inform Cuustomer on QoS Impacts ................................................................................................................... 270

1.1.1.7.3 REPORT CUSTOMER QOS PERFORMANCE ................................................................................................ 271 Report Customer QoS Performance .................................................................................................................. 272 Monitor Customer QoS Report Status ............................................................................................................... 272 Notify Changes on Customer QoS Report Status ............................................................................................... 273 Distribute Customer QoS/SLA Management Reports & Summaries ................................................................. 274

1.1.1.7.4 CREATE CUSTOMER QOS PERFORMANCE DEGRADATION REPORT .......................................................... 275 Create Customer QoS Performance Degradation Report ................................................................................. 275 Create Customer QoS Report ............................................................................................................................ 276 Modify Customer QoS Report ............................................................................................................................ 277 Requst Cancellation of Customer QoS Report ................................................................................................... 278

1.1.1.7.5 TRACK & MANAGE CUSTOMER QOS PERFORMANCE RESOLUTION ......................................................... 278 Track & Manage Customer QoS Performance Resolution ................................................................................ 279 Update Customer QoS Report with Analysis Results ......................................................................................... 280 Co-ordinate Customer QoS Analysis, Restoratin & Repair............................................................................... 281 Request Service Performance Degradation Report Creation and Update ........................................................ 281 Modify Customer QoS Report Information ........................................................................................................ 282 Modify Customer QoS Report Status ................................................................................................................. 283 Cancel Customer QoS Report ............................................................................................................................ 284 Escalate/End Customer QoS Report .................................................................................................................. 284 Engage External Product Suppliers .................................................................................................................. 285 Clear Customer QoS Report Status ................................................................................................................... 286

1.1.1.9 RETENTION & LOYALTY ............................................................................................................................. 287



Retention & Loyalty ........................................................................................................................................... 287 Establish & Terminate Customer Relationship ................................................................................................. 288 Build Customer Insight ...................................................................................................................................... 289 Analyze & Manage Customer Risk .................................................................................................................... 290 Personalize Customer Profile for Retention & Loyalty ..................................................................................... 290

1.1.1.9.1 ESTABLISH & TERMINATE CUSTOMER RELATIONSHIP............................................................................. 292 Establish & Terminate Customer Relationship ................................................................................................. 293 Verify Customer Identify .................................................................................................................................... 294 Establish New Customer Identity ....................................................................................................................... 295 Terminate Customer Relatoinship ..................................................................................................................... 295 Clean-ip & Archive Customer Identifying Information ..................................................................................... 296

1.1.1.9.2 BUILD CUSTOMER INSIGHT ...................................................................................................................... 297 Build Customer Insight ...................................................................................................................................... 298 Gather Customer Information ........................................................................................................................... 299 Report Customer Information ............................................................................................................................ 299

1.1.1.9.3 ANALYZE & MANAGE CUSTOMER RISK .................................................................................................. 300 Analyze & Manage Customer Risk .................................................................................................................... 301 Ensure Risk Analysis Basis ................................................................................................................................ 301 Ensure Consistent Risk Analysis ........................................................................................................................ 302 Determine Customer Risk .................................................................................................................................. 303 Identify Risk Management Treatment ................................................................................................................ 303

1.1.1.9.4 PERSONALIZE CUSTOMER PROFILE FOR RETENTION & LOYALTY ............................................................ 304 Personalize Customer Profile for Retention & Loyalty ..................................................................................... 304 Collect Customer Personalization Information ................................................................................................. 306 Provide Customer Personalization Information ................................................................................................ 306 Ensure Customer Personalization Opportunities .............................................................................................. 307

1.1.1.9.5 VALIDATE CUSTOMER SATISFACTION ..................................................................................................... 308 Validate Customer Satisfaction ......................................................................................................................... 308 Validate Solution Predicted/Expected Value ..................................................................................................... 309 Vaildate Customer Satisfaction ......................................................................................................................... 310 Initialize after-sales processes ........................................................................................................................... 311

1.1.1.10 BILL INVOICE MANAGEMENT ................................................................................................................... 311 Bill Invoice Management ................................................................................................................................... 312 Apply Pricing, Discounting, Adjustments & Rebates ........................................................................................ 313 Create Customer Bill Invoice ............................................................................................................................ 314 Produce & Distribute Bill .................................................................................................................................. 315

1.1.1.10.1 APPLY PRICING, DISCOUNTING, ADJUSTMENTS & REBATES ................................................................. 316 Apply Pricing, Discounting, Adjustments & Rebates ........................................................................................ 317 Obtain Billing Events ......................................................................................................................................... 317 Apply Pricing, Discounting, Adjustments & Rebates to Customer Account ...................................................... 318 Apply Agreed Customer Bill Adjustment ........................................................................................................... 319

1.1.1.10.2 CREATE CUSTOMER BILL INVOICE ........................................................................................................ 320 Create Customer Bill Invoice ............................................................................................................................ 320 Render & Format Invoice .................................................................................................................................. 321 Deliver Electronic Invoice ................................................................................................................................. 322 Verify Invoice Quality ........................................................................................................................................ 323 Manage Customer Invoice Archive .................................................................................................................... 324

1.1.1.10.3 PRODUCE & DISTRIBUTE BILL ............................................................................................................... 325 Produce & Distribute Bill .................................................................................................................................. 325 Co-ordinate Billing Insertion ............................................................................................................................ 326 Establish & Manage Bill Production Cycle....................................................................................................... 327 Deliver Invoice Information .............................................................................................................................. 328 Administer Commercial Arrangement for Production and Distribution Capability ......................................... 329 Manage Paper and Envelope Availability ......................................................................................................... 330 Manage Production Run to Create Bill ............................................................................................................. 331



Manage Physical Production & Distribution Quality ....................................................................................... 331 1.1.1.11 BILL PAYMENTS & RECEIVABLES MANAGEMENT .................................................................................... 333 Bill Payments & Receivables Management ....................................................................................................... 333 Manage Customer Billing .................................................................................................................................. 334 Manage Customer Payments ............................................................................................................................. 335 Manage Customer Debt Collection ................................................................................................................... 336

1.1.1.11.2 MANAGE CUSTOMER PAYMENTS ........................................................................................................... 337 Manage Customer Payments ............................................................................................................................. 338 Manage Customer Payment Plan ...................................................................................................................... 339 Collect Customer Payment ................................................................................................................................ 340 Reconcile Customer Payment ............................................................................................................................ 341 Manage Back-End Bank Account ...................................................................................................................... 342 Administer Commercial Arrangement for Third Party Supplier ....................................................................... 342

1.1.1.11.3 MANAGE CUSTOMER DEBT COLLECTION .............................................................................................. 343 Manage Customer Debt Collection ................................................................................................................... 344 Identify Overdue Invoice .................................................................................................................................... 345 Administer Overdue Invoice Follow-Up ............................................................................................................ 346 Manage Overdue Invoice Payment .................................................................................................................... 347 Establish & Manage Customer Debt Profiles ................................................................................................... 348 Establish & Manage Commercial Debt Recovery Arrangement ....................................................................... 349 Initiate Customer Debt Recovery Activities ....................................................................................................... 350 Manage Aged Customer Debt Portfolio ............................................................................................................ 351

1.1.1.12 BILL INQUIRY HANDLING ......................................................................................................................... 352 Bill Inquiry Handling ......................................................................................................................................... 352 Create Customer Bill Inquiry Report ................................................................................................................. 353 Assess Customer Bill Inquiry Report ................................................................................................................. 354 Authorize Customer Bill Invoice Adjustment ..................................................................................................... 355 Track & Manage Customer Bill Inquiry Resolution .......................................................................................... 356 Report Customer Bill Inquiry ............................................................................................................................ 358 Close Customer Bill Inquiry Report .................................................................................................................. 359

1.1.1.12.1 CREATE CUSTOMER BILL INQUIRY REPORT........................................................................................... 359 Create Customer Bill Inquiry Report ................................................................................................................. 360 Generate Customer Bill Inquiry ........................................................................................................................ 361 Modify Customer Bill Inquiry ............................................................................................................................ 361 Cancel Customer Bill Inquiry ............................................................................................................................ 362 Convert Customer Bill Inquiry .......................................................................................................................... 363 Request Additional Bill Inquiry Information ..................................................................................................... 364

1.1.1.12.2 ASSESS CUSTOMER BILL INQUIRY REPORT............................................................................................ 365 Assess Customer Bill Inquiry Report ................................................................................................................. 365 Verify Customer Bill Inquiry ............................................................................................................................. 366 Assess and Investigate Customer Bill Inquiry ................................................................................................... 367 Identify Customer Bill Inquiry Root Cause ........................................................................................................ 368 Complete Customer Bill Inquiry Assessment ..................................................................................................... 368

1.1.1.12.3 AUTHORIZE CUSTOMER BILL INVOICE ADJUSTMENT ............................................................................ 369 Authorize Customer Bill Invoice Adjustment ..................................................................................................... 370 Determine Automated Bill Adjustment............................................................................................................... 371 Analyze Detailed Bill Inquiry ............................................................................................................................ 372 Record Customer Bill Invoice Adjustment ......................................................................................................... 372

1.1.1.12.4 TRACK & MANAGE CUSTOMER BILL INQUIRY RESOLUTION ................................................................. 373 Track & Manage Customer Bill Inquiry Resolution .......................................................................................... 374 Schedule Customer Bill Inquiry Analysis and Adjustment Activities ................................................................. 375 Assign Customer Bill Inquiry Analysis and Adjustment Activities ..................................................................... 376 Coordinate Customer Bill Inquiry Analysis and Adjustment Activities ............................................................. 377 Monitor Customer Bill Inquiry Jeopardy Status ................................................................................................ 378 Initiate S/P Customer Bill Inquiry Resolution Request ...................................................................................... 378



1.1.1.12.5 REPORT CUSTOMER BILL INQUIRY ........................................................................................................ 379 Report Customer Bill Inquiry ............................................................................................................................ 380 Monitor Customer Bill Inquiries........................................................................................................................ 381 Provide Customer Bill Inquiry Change Notification ......................................................................................... 382 Provide Management Reports ........................................................................................................................... 382

1.1.1.13 CHARGING ................................................................................................................................................ 383 Charging ............................................................................................................................................................ 384 Perform Rating .................................................................................................................................................. 385 Apply Rate Level Discounts ............................................................................................................................... 386 Aggregate Items For Charging .......................................................................................................................... 386 Manage Customer Charging Hierarchy ............................................................................................................ 387

1.1.1.13.4 MANAGE CUSTOMER CHARGING HIERARCHY ....................................................................................... 388 Manage Customer Charging Hierarchy ............................................................................................................ 388 Calculate Service/Product Value ....................................................................................................................... 389

1.1.1.14 MANAGE BILLING EVENTS ....................................................................................................................... 390 Manage Billing Events ....................................................................................................................................... 390 Enrich Billing Events ......................................................................................................................................... 391 Guide Billing Events .......................................................................................................................................... 392 Mediate Billing Events ....................................................................................................................................... 393 Report Billing Event Records ............................................................................................................................ 394

1.1.1.14.1 ENRICH BILLING EVENTS....................................................................................................................... 394 Enrich Billing Events ......................................................................................................................................... 395 Add Billing Event Data ...................................................................................................................................... 396 Assign Billing Event Price ................................................................................................................................. 397

1.1.1.14.2 GUIDE BILLING EVENTS ........................................................................................................................ 398 Guide Billing Events .......................................................................................................................................... 398 Ensure Billing Event Usage ............................................................................................................................... 399 Distribute Billing Event ..................................................................................................................................... 399

1.1.1.14.3 MEDIATE BILLING EVENTS .................................................................................................................... 400 Mediate Billing Events ....................................................................................................................................... 401 Edit Billing Event ............................................................................................................................................... 402 Reformat Billing Event ...................................................................................................................................... 402

1.1.1.14.4 REPORT BILLING EVENT RECORDS ........................................................................................................ 403 Report Billing Event Records ............................................................................................................................ 404 Generate Billing Event Report ........................................................................................................................... 405 Investigate Billing Event Related Problem ........................................................................................................ 405 Support Billing Event Related Process .............................................................................................................. 406

1.1.1.15 MANAGE BALANCES ................................................................................................................................. 407 Manage Balances .............................................................................................................................................. 407 Manage Balance Policies .................................................................................................................................. 408 Manage Balance Operations ............................................................................................................................. 409 Manage Balance Containers ............................................................................................................................. 410 Authorize Transaction Based on Balance .......................................................................................................... 411

1.1.2.1 SM&O SUPPORT & READINESS .................................................................................................................. 411 SM&O Support & Readiness ............................................................................................................................. 412 Manage Service Inventory ................................................................................................................................. 413 Enable Service Configuration & Activation ...................................................................................................... 414 Support Service Problem Management ............................................................................................................. 416 Enable Service Quality Management ................................................................................................................ 417 Support Service & Specific Instance Rating ...................................................................................................... 418

1.1.2.1.2 ENABLE SERVICE CONFIGURATION & ACTIVATION ................................................................................. 419 Enable Service Configuration & Activation ...................................................................................................... 420 Plan & Forcast Service Infrastructure Requirements and Manage Capacity Planing...................................... 421 Establish, Manage, and Develop Service Infrastructure Organization, Tools and Processes .......................... 422 Develop and Implement Service Infrastructure Capacity and Operational Rules and Procedures ................. 423



Perform Service Infrastructure Acceptance Test and Address & Monitor the Change .................................... 423 Track & Supervise the Rollout of new and/or Modified Infrastructure ............................................................. 424 Monitor, Report and Release Mgmt. of Service Infrastructure and Capacity Utilization ................................. 425 Optimize Existing Service Infrastructure Utilization ......................................................................................... 426 Track, Monitor and Report Resource Provisioning .......................................................................................... 426 Update Service Inventory Record ...................................................................................................................... 427

1.1.2.1.3 SUPPORT SERVICE PROBLEM MANAGEMENT ........................................................................................... 428 Support Service Problem Management ............................................................................................................. 428 Manage Service Problem & Performance Data Collection ............................................................................. 429 Manage Service Infrastructure, Provisioning and Preventive Maintenance Schedules .................................... 430 Report Service Problem Trends ......................................................................................................................... 431 Track, Monitor and Manage Service Problem Processes .................................................................................. 432 Provide Support for Service Problem Processes ............................................................................................... 432

1.1.2.1.4 ENABLE SERVICE QUALITY MANAGEMENT ............................................................................................. 433 Enable Service Quality Management ................................................................................................................ 434 Monitor & Manage Regulatory Issues ............................................................................................................... 435 Establish and Maintain Performance Threshold Standards .............................................................................. 436 Undertake Performance Trend Analysis ............................................................................................................ 436 Monitor and Analyse Service Performance Reports, and Identify Issues .......................................................... 437 Correlate the Service Performance Problem Reports & Manage Inventory Repository ................................... 438 Manage Service Performance Data Collection ................................................................................................. 439 Establish, Maintain and Manage the Support Plans ......................................................................................... 439 Assess and Report Service Quality Management Processes .............................................................................. 440 Provide Supporting Procedures and Quality Management Support ................................................................. 441

1.1.2.2 SERVICE CONFIGURATION & ACTIVATION ................................................................................................. 442 Service Configuration & Activation .................................................................................................................. 442 Design Solution.................................................................................................................................................. 443 Allocate Specific Service Parameters to Services .............................................................................................. 444 Track & Manage Service Provisioning ............................................................................................................. 445 Implement, Configure & Activate Service ......................................................................................................... 447 Test Service End-to-End .................................................................................................................................... 448 Issue Service Orders .......................................................................................................................................... 448 Report Service Provisioning .............................................................................................................................. 450 Close Service Order ........................................................................................................................................... 451 Recover Service ................................................................................................................................................. 451 Deleted (1.1.2.2.6) ............................................................................................................................................. 452

1.1.2.2.1 DESIGN SOLUTION ................................................................................................................................... 453 Design Solution.................................................................................................................................................. 453 Develop Overall Service Design ........................................................................................................................ 455 Develop Service Implementation Plan ............................................................................................................... 455 Develop Detailed Service Design ...................................................................................................................... 456

1.1.2.2.2 ALLOCATE SPECIFIC SERVICE PARAMETERS TO SERVICES ...................................................................... 457 Allocate Specific Service Parameters to Services .............................................................................................. 458 Determine Service Parameter Availability ........................................................................................................ 459 Reserve Service Parameters .............................................................................................................................. 460 Release Service Parameter ................................................................................................................................ 460 Allocate Service Parameters .............................................................................................................................. 461

1.1.2.2.3 TRACK & MANAGE SERVICE PROVISIONING ........................................................................................... 462 Track & Manage Service Provisioning ............................................................................................................. 462 Assign Service Provisioning Activity ................................................................................................................. 463 Track Service Provisioning Activity .................................................................................................................. 464 Manage Service Provisioning Activity ............................................................................................................... 465

1.1.2.2.4 IMPLEMENT, CONFIGURE & ACTIVATE SERVICE ..................................................................................... 466 Implement, Configure & Activate Service ......................................................................................................... 467 Configure Service .............................................................................................................................................. 468



Implement Service .............................................................................................................................................. 469 Activate Service ................................................................................................................................................. 469

1.1.2.2.5 TEST SERVICE END-TO-END .................................................................................................................... 470 Test Service End-to-End .................................................................................................................................... 471 Test Service ........................................................................................................................................................ 472 Develop Service Test Plans ............................................................................................................................... 473 Capture Service Test Results ............................................................................................................................. 473

1.1.2.2.7 ISSUE SERVICE ORDERS ........................................................................................................................... 474 Issue Service Orders .......................................................................................................................................... 475 Assess Service Request ...................................................................................................................................... 476 Create Service Orders ....................................................................................................................................... 477 Mark Service Order for Special Handling ......................................................................................................... 478

1.1.2.2.8 REPORT SERVICE PROVISIONI

Documents

[PD] Documentos - ETOM - Release 12-0 v12-3 1