ITU-T M 3050 3-2007 Enhanced Telecom Operations Map (eTOM) C Representative process flows (Study Group 4)《(预发行)-强化电信运营图(eTOM)代表流程》.pdf

1、 International Telecommunication Union ITU-T M.3050.3TELECOMMUNICATION STANDARDIZATION SECTOR OF ITU (03/2007) SERIES M: TELECOMMUNICATION MANAGEMENT, INCLUDING TMN AND NETWORK MAINTENANCE Telecommunications management network Enhanced Telecom Operations Map (eTOM) Representative process flows ITU-T

2、 Recommendation M.3050.3 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 circuits M.560M.

3、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 International p

4、ublic 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 Common channe

5、l signalling systems M.4000M.4999 For further details, please refer to the list of ITU-T Recommendations. ITU-T Rec. M.3050.3 (03/2007) i ITU-T Recommendation M.3050.3 Enhanced Telecom Operations Map (eTOM) Representative process flows Summary The ITU-T M.3050.x Recommendation sub-series contains a

6、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 them to differe

7、nt 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 contains representative p

8、rocess flows. Source ITU-T Recommendation M.3050.3 was approved on 29 March 2007 by ITU-T Study Group 4 (2005-2008) under the ITU-T Recommendation A.8 procedure. The ITU-T M.3050.x Recommendation sub-series is based on the Enhanced Telecom Operations Map (eTOM) which has been developed by the TeleMa

9、nagement Forum (TMF). ii ITU-T Rec. M.3050.3 (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

10、studying technical, operating 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

11、groups which, in turn, produce 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 wi

12、th ISO and IEC. NOTE In this 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 prov

13、isions (to ensure e.g. interoperability 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 su

14、ch words does not suggest 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 positi

15、on concerning the evidence, 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, protect

16、ed by patents, which may be 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 2007 All rights reserved. No part of

17、this publication may be reproduced, by any means whatsoever, without the prior written permission of ITU. ITU-T Rec. M.3050.3 (03/2007) iii CONTENTS Page 1 Scope 1 2 References. 1 3 Definitions 2 4 Abbreviations and acronyms 2 5 Introduction 2 6 Billing-related flows . 3 6.1 Prepaid billing 3 6.2 Fe

18、derated billing. 6 6.3 Advice of charge. 8 6.4 eTOM level 3 processes involved in billing flows. 10 7 DSL fulfilment process flows. 12 7.1 DSL fulfilment assumptions. 12 7.2 DSL fulfilment process interactions. 12 7.3 DSL fulfilment process flows. 13 8 PLM process flows . 19 8.1 PLM Assumptions 19 8

19、.2 PLM process interactions . 20 8.3 Application of SIP business processes . 21 8.4 PLM process flows. 22 9 SLA process flows 24 9.1 SLA assumptions 24 9.2 SLA process interactions 26 9.3 SLA process flows 30 Bibliography. 47 ITU-T Rec. M.3050.3 (03/2007) 1 ITU-T Recommendation M.3050.3 Enhanced Tel

20、ecom Operations Map (eTOM) Representative process flows 1 Scope The Enhanced Telecom Operations 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

21、 a series of ITU-T texts dealing with eTOM (Release 7.0), which has the following structure: 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 Re

22、presentative process flows. (TMF GB921 Addendum F Release 4.5). M.3050.4 eTOM B2B integration: Using B2B inter-enterprise integration with the eTOM. (TMF GB921 Addendum B Release 6.1). M.3050 Supplement 1 eTOM ITIL application note. (TMF GB921 Application Note V Release 6.0). M.3050 Supplement 2 eTO

23、M Public B2B Business Operations Map (BOM). (TMF GB921 Addendum C Release 4.0). M.3050 Supplement 3 eTOM to M.3400 mapping. M.3050 Supplement 4 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 buil

24、ds on the management services approach described in ITU-T M.3010 and ITU-T M.3200 by developing a business process framework. This Recommendation contains representative process flows. It provides additional insight into the eTOM framework and its application through the description of some example

25、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 ITU-T Rec. M.3050.1 and other Recommendations in the M.3050.x serie

26、s. 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 indicated were valid. All Recommendations and other references are subject to revi

27、sion; 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 Recommendations is regularly published. The reference to a document within this

28、 Recommendation does not give it, as a stand-alone document, the status of a Recommendation. 2 ITU-T Rec. M.3050.3 (03/2007) ITU-T M.3010 ITU-T Recommendation M.3010 (2000), Principles for a telecommunications management network. ITU-T M.3200 ITU-T Recommendation M.3200 (1997), TMN management servic

29、es and telecommunications managed areas: overview. 3 Definitions This Recommendation uses the following term defined elsewhere: 3.1 eTOM: ITU-T Rec. M.3050.0. 4 Abbreviations and acronyms Abbreviations and acronyms used in this Recommendation may be found in ITU-T Rec. M.3050.1. 5 Introduction A num

30、ber of example scenarios are described in this Recommendation. 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 particul

31、ar 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 con

32、text 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 representa

33、tive process flows shown here should not be viewed in the same light as the process elements set out in ITU-T Rec. M.3050.2: these process flows illustrate how to apply the eTOM framework and the process elements in support of representative business scenarios, and thus provide additional insight in

34、to the use of eTOM. 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 appre

35、ciate 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. The Process Elements in the eTOM framework are intended as an exhaustive list, i.e., an enterprise uses only the eTOM process

36、 elements when categorizing business activities within process implementations. Should an exception arise where some activity is identified as not being supported by (i.e., able to fit within) any existing process element, then a new process element would be created and added to the eTOM framework i

37、n order to maintain its role as a comprehensive process framework. 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 cont

38、inually 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

39、-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. ITU-T Rec. M.3050.3 (03/2007) 3 The representative scenarios and process flows described in this Recommendation make use of

40、 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. For the scenarios included here, some description is included with each explaining the scenario concerned and its scope

41、 of application. A number of diagrams have been developed to assist in fleshing-out these scenarios. The first scenario, on fulfilment, 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 f

42、low diagrams are organized into “swim lanes“ or horizontal tracks that follow the layers visible in the eTOM framework (e.g., CRM, SM or the network/service provider has dynamic access to the charging and rating rules for the specific service required plus the charging/discount rules for the individ

43、ual end customer*. Post-conditions The customer is presented with the charge or rate that will be applied to that user if they buy this product (and, if applicable, any alternative charging options) so the user can continue with, or reject, buying this product. There has been no change made to the c

44、ustomers account records. No call records have been established. MIS data may have been recorded for that query, dependant on the business/marketing policy of that network/service provider. _ *This will depend on whether the customer is a subscriber of the network/service provider and/or whether tha

45、t network/service provider wishes to offer such an individualized AoC service. 10 ITU-T Rec. M.3050.3 (03/2007) Process flow (eTOM level 3 processes) M.3050.3(07)F_6-6ServiceResource (application,computingandnetwork)Supplier/partnerMarketproduct andcustomerProcessresource dataRate usagerecordsReport

46、resource dataApply pricing,discounting andrebateCall notauthorizedCreate anddeliver billManage request(including selfservice)Chargepresented tocustomerAdvice of ChargeRequestFigure 6-6 Level 3 process flow advice of charge 6.4 eTOM level 3 processes involved in billing flows The following processes

47、are used in the different scenarios described above. Their definitions will need adjustment to encompass these scenarios. Manage collection Manage collection needs to encompass balance management processes in its description (increase, decrease, reserve and release reserved balance). Process name Ma

48、nage collection Process identifier 1.B.1.8.5 Brief description Collect payments for service consumed by the customer and match to invoices if needed. Extended description The purpose of this process is to collect payments made by the customer. For a prepaid customer, this process will handle the cus

49、tomer balance management processes. Furthermore, this process matches these payments with the services/invoices delivered to this customer. This process is also meant to manage the amount due from the customer, i.e., check whether the payments are made in time. If not so, this might result in putting the customer on hold. ITU-T Rec. M.3050.3 (03/2007) 11 Mediate usage records Process name Mediate usage records Process identifier 1.B.2.5.1 Brief description Validate, normalize, convert and correlate