1、 International Telecommunication Union ITU-T M.3050.2TELECOMMUNICATION STANDARDIZATION SECTOR OF ITU (03/2007) SERIES M: TELECOMMUNICATION MANAGEMENT, INCLUDING TMN AND NETWORK MAINTENANCE Telecommunications management network Enhanced Telecom Operations Map (eTOM) Process decompositions and descrip
2、tions ITU-T Recommendation M.3050.2 ITU-T M-SERIES RECOMMENDATIONS TELECOMMUNICATION MANAGEMENT, INCLUDING TMN AND NETWORK MAINTENANCE Introduction and general principles of maintenance and maintenance organization M.10M.299 International transmission systems M.300M.559 International telephone circu
3、its M.560M.759 Common channel signalling systems M.760M.799 International telegraph systems and phototelegraph transmission M.800M.899 International leased group and supergroup links M.900M.999 International leased circuits M.1000M.1099 Mobile telecommunication systems and services M.1100M.1199 Inte
4、rnational public telephone network M.1200M.1299 International data transmission systems M.1300M.1399 Designations and information exchange M.1400M.1999 International transport network M.2000M.2999 Telecommunications management network M.3000M.3599 Integrated services digital networks M.3600M.3999 Co
5、mmon channel signalling systems M.4000M.4999 For further details, please refer to the list of ITU-T Recommendations. ITU-T Rec. M.3050.2 (03/2007) i ITU-T Recommendation M.3050.2 Enhanced Telecom Operations Map (eTOM) Process decompositions and descriptions Summary ITU-T Recommendations M.3050.x ser
6、ies contain a reference framework for categorizing the business activities that a service provider will use. The Enhanced Telecom Operations Map (or eTOM for short), which has been developed by the TeleManagement Forum, describes the enterprise processes required by a service provider and analyses t
7、hem to different levels of detail according to their significance and priority for the business. This business process approach has built on the concepts of management services and functions in order to develop a framework for categorizing all the business activities. This Recommendation provides fu
8、rther detail concerning the eTOM through definition of the process elements within the eTOM business process framework at several levels of detail. Source ITU-T Recommendation M.3050.2 was approved on 29 March 2007 by ITU-T Study Group 4 (2005-2008) under the ITU-T Recommendation A.8 procedure. ii I
9、TU-T Rec. M.3050.2 (03/2007) FOREWORD The International Telecommunication Union (ITU) is the United Nations specialized agency in the field of telecommunications. The ITU Telecommunication Standardization Sector (ITU-T) is a permanent organ of ITU. ITU-T is responsible for studying technical, operat
10、ing and tariff questions and issuing Recommendations on them with a view to standardizing telecommunications on a worldwide basis. The World Telecommunication Standardization Assembly (WTSA), which meets every four years, establishes the topics for study by the ITU-T study groups which, in turn, pro
11、duce Recommendations on these topics. The approval of ITU-T Recommendations is covered by the procedure laid down in WTSA Resolution 1. In some areas of information technology which fall within ITU-Ts purview, the necessary standards are prepared on a collaborative basis with ISO and IEC. NOTE In th
12、is Recommendation, the expression “Administration“ is used for conciseness to indicate both a telecommunication administration and a recognized operating agency. Compliance with this Recommendation is voluntary. However, the Recommendation may contain certain mandatory provisions (to ensure e.g. int
13、eroperability or applicability) and compliance with the Recommendation is achieved when all of these mandatory provisions are met. The words “shall“ or some other obligatory language such as “must“ and the negative equivalents are used to express requirements. The use of such words does not suggest
14、that compliance with the Recommendation is required of any party. INTELLECTUAL PROPERTY RIGHTS ITU draws attention to the possibility that the practice or implementation of this Recommendation may involve the use of a claimed Intellectual Property Right. ITU takes no position concerning the evidence
15、, validity or applicability of claimed Intellectual Property Rights, whether asserted by ITU members or others outside of the Recommendation development process. As of the date of approval of this Recommendation, ITU had not received notice of intellectual property, protected by patents, which may b
16、e required to implement this Recommendation. However, implementers are cautioned that this may not represent the latest information and are therefore strongly urged to consult the TSB patent database at http:/www.itu.int/ITU-T/ipr/. ITU 2008 All rights reserved. No part of this publication may be re
17、produced, by any means whatsoever, without the prior written permission of ITU. ITU-T Rec. M.3050.2 (03/2007) iii CONTENTS Page 1 Scope 1 2 References. 1 3 Definitions 2 4 Abbreviations and acronyms 2 5 Conventions 2 6 Introduction 3 7 Operations level 2 and level 3 processes 4 7.1 Customer relation
18、ship management . 4 7.2 Service management and operations 44 7.3 Resource management and operations . 68 7.4 Supplier/partner relationship management. 97 8 SIP level 2 and 3 processes. 120 8.1 Marketing and offer management 120 8.2 Service development and management 139 8.3 Resource development and
19、management . 151 8.4 Supply chain development and management . 164 9 Enterprise management level 2 processes 174 9.1 Strategic and enterprise planning . 174 9.2 Enterprise risk management . 176 9.3 Enterprise effectiveness management 188 9.4 Knowledge and research management . 191 9.5 Financial and
20、asset management 193 9.6 Stakeholder and external relations management 195 9.7 Human resources management. 197 Bibliography. 200 ITU-T Rec. M.3050.2 (03/2007) 1 ITU-T Recommendation M.3050.2 Enhanced Telecom Operations Map (eTOM) Process decompositions and descriptions 1 Scope The Enhanced Telecom O
21、perations Map(eTOM) b-TMF GB921 has been developed by the TeleManagement Forum as a reference framework for categorizing all the business activities that a service provider will use. This Recommendation is part of a series of ITU-T texts dealing with eTOM (Release 7), which has the following structu
22、re: M.3050.0 eTOM Introduction. M.3050.1 eTOM The business process framework. (TMF GB921 Release 7.0.) M.3050.2 eTOM Process decompositions and descriptions. (TMF GB921 Addendum D Release 7.0.) M.3050.3 eTOM Representative process flows. (TMF GB921 Addendum F Release 4.5.) M.3050.4 eTOM B2B integrat
23、ion: Using B2B inter-enterprise integration with the eTOM. (TMF GB921 Addendum B Release 6.1.) M.3050 Supplement 1 eTOM An Interim View of and Interpreters Guide for eTOM and ITIL Practitioners. (TMF GB921 Application Note V Release 6.0.) M.3050 Supplement 2 eTOM Public B2B Business Operations Map (
24、BOM). (TMF GB921 Addendum C Release 4.) M.3050 Supplement 3 eTOM to M.3400 mapping. M.3050 Supplement 4 eTOM An eTOM Primer (TMF GB921 Addendum P Release 4.5.). Additional parts will be published as material becomes available. This series of ITU-T Recs M.3050.x builds on the management services appr
25、oach described in ITU-T M.3010 and ITU-T M.3200 by developing a business process framework. This Recommendation provides further detail concerning the eTOM through definition of the process elements within the eTOM business process framework at several levels of detail. It should be read in conjunct
26、ion with ITU-T M.3050.1 and other parts of ITU-T Recommendations M.3050.x series. 2 References The following ITU-T Recommendations and other references contain provisions which, through reference in this text, constitute provisions of this Recommendation. At the time of publication, the editions ind
27、icated were valid. All Recommendations and other references are subject to revision; users of this Recommendation are therefore encouraged to investigate the possibility of applying the most recent edition of the Recommendations and other references listed below. A list of the currently valid ITU-T
28、Recommendations is regularly published. The reference to a document within this Recommendation does not give it, as a stand-alone document, the status of a Recommendation. ITU-T M.3010 ITU-T Recommendation M.3010 (2000), Principles for a telecommunications management network. ITU-T M.3200 ITU-T Reco
29、mmendation M.3200 (1997), TMN management services and telecommunications managed areas: overview. 2 ITU-T Rec. M.3050.2 (03/2007) 3 Definitions This Recommendation uses the following term defined elsewhere: 3.1 eTOM: ITU-T M.3050.0. 4 Abbreviations and acronyms Abbreviations and acronyms used in thi
30、s Recommendation are defined in ITU-T M.3050.1. 5 Conventions It is convenient to illustrate all the level 1 processes within eTOM in a single figure, as in GB921 v4.0. To extend this figure to show all the level 2 processes within each Level 1 process grouping is possible, but is too graphically co
31、mplex a picture to be used directly. Once level 3 processes are included, a single figure becomes quite impractical. In this Recommendation, each level 1 process grouping is therefore shown in isolation, with its dependant level 2 processes and, where available, level 3 processes. It is to be unders
32、tood that the aggregation of all these level 2 processes, within the overall eTOM structure, represents the totality of the level 2 processes within the eTOM. Similarly, the aggregation of all component level 3 processes, within their “parent“ level 2 process, represents the totality of that level 2
33、 process, and this pattern is repeated as further levels of decomposition are exposed. Note that the process decomposition diagrams used in this Recommendation can include black dots within some of the process boxes. These are not graphical errors, but are inserted automatically by a process-modelli
34、ng tool to indicate that a further decomposition of that process has been made in the tool. To aid understanding, each level 2 and level 3 process described here has an associated indication of its positioning within the particular vertical and horizontal level 1 process with which it is associated.
35、 For example, CRM operations support and process management (shown under customer relationship management level 2 process descriptions, below) has the indication (CRM-OSR) to indicate it is within the horizontal customer relationship management process, and the vertical operations support and readin
36、ess process. Processes have been given a process IDs throughout this Recommendation. The format of the numbering scheme work as follow: aaaaaa.b.XXXX.c.d.e, where: aaaaaa: This will represent a company-specific number. The eTOM team recognizes the need for a company-specific identifier but has not y
37、et decided upon one specific format (this is for further study). This field is used to prefix the process ID so that individual companies may extend and/or change the processes, and to identify the changes with a company specific identifier. b: This digit is used to identify the originator of the pr
38、ocess. It is set to 1 if the process is the TMF original one, to 2 otherwise. XXXX: These letters (up to 4 letters) are used to identify level 1 vertical end-to-end processes in the operations and strategy infrastructure and product areas, or the enterprise management area. They are set as follows:
39、S for strategy and commit; I for infrastructure lifecycle management; P for product lifecycle management; O for operations support and readiness; F for fulfilment; ITU-T Rec. M.3050.2 (03/2007) 3 A for assurance; B for billing; E for enterprise management. Note that for processes spanning more than
40、one vertical process, the combination of letters representing those vertical processes is used (for example, “customer interface management“ uses FAB). c: Digit representing level 1 process. d: Digit representing level 2 process. e: Digit representing level 3 process. Clauses have been numbered thro
41、ughout this Recommendation to assist in locating individual processes. 6 Introduction In ITU-T M.3050.1, the overall eTOM business process framework was described. In addition, brief descriptions of the level 1 process groupings of the eTOM business process framework were provided. This Recommendati
42、on provides the level 2 decompositions and descriptions for each of these high-level process groupings. Each horizontal and vertical level 1 process grouping is shown with its constituent level 2 processes, and brief process descriptions are provided for level 2 processes in each of the major proces
43、s areas: operations (OPS); strategy, infrastructure and product (SIP); and enterprise management. This Recommendation is organized using the horizontal functional process groupings as the prime categorization for the SIP and OPS process areas. The enterprise process groupings are considered individu
44、ally. In addition, level 3 decompositions and descriptions are provided for level 2 processes within the operations (OPS) area of eTOM. The processes that have been decomposed are those within the customer relationship management (CRM), the service management and operations (SM verifying whether spe
45、cific non-standard offerings sought by customers are feasible and supportable; checking the credit worthiness of customers as part of the customer order process; testing the completed offering to ensure it is working correctly; updating of the customer inventory database to reflect that the specific
46、 product offering has been allocated, modified or cancelled; assigning and tracking customer provisioning activities; managing customer provisioning jeopardy conditions; and reporting progress on customer orders to customer and other processes. Problem handling Process identifier: 1.1.1.6. Brief des
47、cription Responsible for receiving trouble reports from customers, resolving them to the customers satisfaction and providing meaningful status on repair and/or restoration activity to the customer. Extended description Problem handling processes are responsible for the management of problems report
48、ed by customers and associated with purchased product offerings. The objective of these processes is to receive reports from customers, resolving them to the customers satisfaction and providing meaningful status on repair and/or recovery activity to the customer. They are also responsible for custo
49、mer contact and support in relation to any customer-affecting problems detected by other processes or through analysis, including proactively informing the customer and resolving these specific problems to the customers satisfaction. Responsibilities of the problem handling processes include, but are not limited to: capturing, analysing, managing and reporting on customer-reported problems associated with purchased product offerings; initiating and managing customer problem repor
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