I work with many other industry-supported contributors to develop and extend the frameworks and guidelines that address the challenges they face in application development and systems integration. These releases continue the evolution of the frameworks in both breadth and depth, and also support the upcoming release of the new NGOSS Contracts guidebook. These contracts provide standards for application interaction that complement the existing SOA view of services and operations by defining the bigger picture within which those services run, such as conditions and constraints, message exchange patterns, and service level agreements. NGOSS Contracts also represent a meeting place between top-down service design based on the interplay of process, data and application models, and bottom-up service design based on real-world experience with successful service function and granularity.

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This document has been through review cycles, however, due to the inherent complexity in the design and implementation of software and systems, no liability is accepted for any errors or omissions or for consequences of any use made of this document.

Under no circumstances will the TM Forum be liable for direct or indirect damages or any costs or losses resulting from the use of this specification. The risk of designing and implementing products in accordance with this specification is borne solely by the user of this specification. This document is a copyrighted document of TM Forum. A company may make copies of this document paper or electronic for their own internal use but they must not distribute the document to any third party without the permission of the CTO of the TeleManagement Forum.

This document is governed by all of the terms and conditions of the Agreement on Intellectual Property Rights between TM Forum and its members, and may involve a claim of patent rights by one or more TM Forum members or by non-members of TM Forum. Interested parties should contact the TM Forum office to obtain notice of current patent rights claims subject to this document.

GB Addendum F, Version 7. Table of Contents Notice Service Delivery and other Flows New Resource Development Flow Plan and Build Flow Order Handling: End-End Fulfillment flows Billing-Related Flows: Prepaid Billing Billing-Related Flows: Federated Billing Scenario description Pre Conditions Post Conditions Billing-Related Flows: Advice of charge Manage Collection Mediate Usage Records Rate Usage Records DSL Fulfillment process flows DSL Fulfillment Assumptions PLM process flows PLM Assumptions PLM Process Interactions PLM Process Flows SLA process flows SLA Assumptions SLA Process Interactions Normal Execution Execution with SLA Violation SLA Process Flows Administrative Appendix About this document Document History Version History Release History List of Figures Figure 3.

Steps 1 to Steps 18 to Steps 1 to 16d Steps 17 to This is done through definition of each area of business activity, in the form of process components or Process Elements that can be decomposed to expose progressive detail. These process elements can then be positioned within a model to show organizational, functional and other relationships, and can be combined within process flows that trace activity paths through the business.

The eTOM can serve as the blueprint for standardizing and categorizing business activities or process elements that will help set direction and the starting point for development and integration of Business and Operations Support Systems BSS and OSS respectively. For service providers, it provides a Telco industry-standard reference point, when considering internal process reengineering needs, partnerships, alliances, and general working agreements with other providers.

For suppliers, the eTOM framework outlines potential boundaries of process solutions, and the required functions, inputs, and outputs that must be supported by process solutions. The overall eTOM document set includes: o A main document GB that provides an overview of the eTOM Business Process Framework, from both Intra-Enterprise and Inter-Enterprise viewpoints, and describes the main structural elements and approach o An Addendum GBD describing the Service Provider enterprise processes and sub-processes in a form that is top down, customer-centric, and end-to-end focused.

Process decompositions are provided for all processes from the highest conceptual view of the eTOM framework to the level of detail agreed for use by the industry. Addenda are adjuncts to the main document that are presented separately, to avoid a single document becoming cumbersome due to its size.

Annexes and Appendices both allow material to be removed from a document body, so that the reader is not distracted from the document flow by too much detail. However, these have different statuses within a document: Annexes have equivalent status to the material within the body of the document, i.

Appendices contain material included for information or general guidance. Also, Addenda have the same status as Annexes.

Thus, a document body, together with its Annexes and Addenda and their Annexes, if any , represents the normative material presented, while any Appendices in the main document or its Addenda represent non-normative material, included for information only.

In addition, Application Notes are a specific document type, used to provide insight into how a specification or other agreed artifact is used in a particular context or area of application.

They are non-normative as they provide information and guidance only within the area concerned. It provides additional insight into the eTOM framework and its application through the description of some example business scenarios, or applications, in which the eTOM framework is applied, and shows process flows and related information that demonstrate how the eTOM processes interact in these situations.

It should be read in conjunction with the main GB document and other Addenda see GB for details. A number of example scenarios are described in this document.

These can be considered as "Use Cases", if this terminology assists, with a business, rather than an implementation, perspective since the eTOM framework and these scenarios seek to define the business requirements rather than a particular solution that addresses these requirements.

Nevertheless, since these scenarios are examples, certain assumptions have been made about the nature of the business problem concerned, and it should be stressed that these assumptions do not imply that the eTOM framework can only be applied in the context described.

Instead, these are intended to provide insight for the cases considered, but many other scenarios and examples can be addressed, and it is hoped that as the work on the eTOM framework progresses, a growing library can be assembled on these. It should be emphasized that the example scenarios shown here are not to be viewed as normative in the sense that the recommendations embodied in the main eTOM document are normative — these scenarios are examples to illustrate how to apply the eTOM framework.

The value of information is confirmed when it is put to use. The eTOM framework has many possible applications, but the most obvious way to use a framework of Process Elements is to use it to guide the design of actual Process Flows that deliver value for the Enterprise. To appreciate this, it is important here to differentiate between Process Flows and Process Elements, especially from the point of view of how they relate to standardizing processes.

Should an exception arise where some activity is identified as not being supported by i. The Process Flows represent the way that the business activities in the form of the process elements can work together to satisfy a particular need. An exhaustive list of process flows will never be completed because needs are continually changing, but this is not an issue as the individual scenarios, and the process flows developed around them, provide insight that contributes to an enhanced understanding of how the eTOM framework can be used.

What is important for an enterprise that is trying to improve its efficiency by re-using its process and IT capabilities, is that it must ensure that process flows are built using business activities that are categorized using only the eTOM process elements.

The example scenarios described in this Addendum make use of a tried and proven method intended to ensure that process flows can be built using the eTOM process elements in order to address the actual business needs identified in each case. A number of diagrams have been developed to assist in fleshing-out these scenarios. The scenario on Fulfillment explains the use of these.

Many of the diagrams are produced with the aid of a process analysis tool, and some of the conventions involved may not be obvious. The flow diagrams are organized into "swim lanes" or horizontal tracks that follow the layers visible in the eTOM framework e. This is done to assist readers by positioning processes in their familiar relative orientation as seen in the eTOM structure. Within each swim lane, individual processes are then shown with interactions that link the processes within and between the swim lanes.

Note that these interactions are primarily concerned with event transitions, i. This transition may imply transfer of information, but it is not the primary purpose of the labeling to highlight the information that may be involved. This reflects the reality that other mechanisms for information sharing e.

Also, the binding of information with process has implementation implications and therefore needs to be done in recognition of potential implementation choices. Further work on these information aspects is underway in conjunction with other work and activities within TM Forum, and will be documented in due course. Process flows are initiated and terminated in the diagrams by boxes that may be shown outside of the swim lane area.

Arrowed boxes pointing right-wards indicate Events initiating a flow , while arrowed boxes pointing left-wards indicate results terminating a flow. As flow diagrams can become very extended, in some cases these have been broken into sub-flows for convenience. These can then be linked together via Events and Results, as indicated.

It should be noted that the example flows shown here have been created at various stages in the evolution of eTOM, and effort has not been available to rework all of these in line with later eTOM updates.

Service Delivery and other Flows The flows in this section have been added as part of the Release 8. Finally, some flows that look at particular cases around order handling are included. Figure 3. This process flow shows how a new product is identified, defined and delivered in support of an SDF environment. Another scenario identified by the SDF work concerns content-based services, and the creation of a content library. The previous flows looked at scenarios identified through the SDF work.

This process flows looks at the general issue of developing new products and bringing these into use. Note: Infrastructure Management at the product level must be co nsidered as part of this flow. New Resource Development Flow.


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