China ETOM Training

892019 China ETOM Training

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Copyright copy NTT COMWARE 2014

品質生産性技術本部品質生産性技術本部品質生産性技術本部品質生産性技術本部研究開発部研究開発部研究開発部研究開発部

蒋海鷹蒋海鷹蒋海鷹蒋海鷹

2014年年年年3月月月月13日日日日

TMF ビジネスプロセスフレームワーク（ビジネスプロセスフレームワーク（ビジネスプロセスフレームワーク（ビジネスプロセスフレームワーク（eTOM））））

活用法トレーニング活用法トレーニング活用法トレーニング活用法トレーニング




1 eTOMの概要の概要の概要の概要

2 プロセスプロセスプロセスプロセス

3 プロセスフロープロセスフロープロセスフロープロセスフロー

4 まとめまとめまとめまとめ

目次目次目次目次








3

11 Frameworxの全体像の全体像の全体像の全体像

Frameworxはははは情報通信サービス事業者向けの情報通信サービス事業者向けの情報通信サービス事業者向けの情報通信サービス事業者向けのEA（（（（EnterpriseArchitecture）であり実際のサービスプロバイダにおける）であり実際のサービスプロバイダにおける）であり実際のサービスプロバイダにおける）であり実際のサービスプロバイダにおけるEA導入が必要とし導入が必要とし導入が必要とし導入が必要とし

ている共通のプロセス情報アプリケーションモデル標準インタフェース具体ている共通のプロセス情報アプリケーションモデル標準インタフェース具体ている共通のプロセス情報アプリケーションモデル標準インタフェース具体ている共通のプロセス情報アプリケーションモデル標準インタフェース具体

的な詳細を含んでいる的な詳細を含んでいる的な詳細を含んでいる的な詳細を含んでいる

ビジネスプロセスビジネスプロセスビジネスプロセスビジネスプロセス

フレームワークフレームワークフレームワークフレームワーク

（（（（eTOM））））

情報フレームワーク情報フレームワーク情報フレームワーク情報フレームワーク

（（（（

SID））））

アプリケーションアプリケーションアプリケーションアプリケーションフレームワークフレームワークフレームワークフレームワーク

（（（（TAM））））

統合フレームワーク統合フレームワーク統合フレームワーク統合フレームワーク

業務プロセスのフレーム業務プロセスのフレーム業務プロセスのフレーム業務プロセスのフレーム業務プロセスに必要となる業務プロセスに必要となる業務プロセスに必要となる業務プロセスに必要となる

情報のフレームワーク情報のフレームワーク情報のフレームワーク情報のフレームワーク

業務プロセスと情報の流れを業務プロセスと情報の流れを業務プロセスと情報の流れを業務プロセスと情報の流れを

まとめたサービス群まとめたサービス群まとめたサービス群まとめたサービス群

のフレームワークのフレームワークのフレームワークのフレームワーク

各フレームワークを統合し各フレームワークを統合し各フレームワークを統合し各フレームワークを統合し

サービスを実現するためのサービスを実現するためのサービスを実現するためのサービスを実現するための

技術のフレームワーク技術のフレームワーク技術のフレームワーク技術のフレームワーク




4


eTOM（（（（enhanced Telecom Operations Map）は情報通信サービス事業）は情報通信サービス事業）は情報通信サービス事業）は情報通信サービス事業者における者における者における者における共通なビジネスプロセスの分解階層共通なビジネスプロセスの分解階層共通なビジネスプロセスの分解階層共通なビジネスプロセスの分解階層であるであるであるである

標準のプロセスの構造用語分類スキームを提供しエンドツーエンドのビジネス標準のプロセスの構造用語分類スキームを提供しエンドツーエンドのビジネス標準のプロセスの構造用語分類スキームを提供しエンドツーエンドのビジネス標準のプロセスの構造用語分類スキームを提供しエンドツーエンドのビジネス

フローの作成と再利用そしてプロセスに関連する主な情報の特定を可能にするフローの作成と再利用そしてプロセスに関連する主な情報の特定を可能にするフローの作成と再利用そしてプロセスに関連する主な情報の特定を可能にするフローの作成と再利用そしてプロセスに関連する主な情報の特定を可能にする

IntegrationFramework

ApplicationsFramework

M a r k e t S t r a t e g y amp P l a n

M a r k e t S e g m e n t

M a r k e t i n g C a m p a i g n

C o m p e t i t o r

C o n t a c t L e a d P r o s p e c t

S a l e s S t a t i s t i c S a l e s C h a n n e l

P r o d u c t

P r o d u c t S p e c i f i c a t i o n P r o d u c t O f f e r i n g

S t r a t e g i c P r o d u c t P o r t f o l i o P l a n

P r o d u c t P e r f o r m a n c e

P r o d u c t U s a g e

C u s t o m e r

C u s t o m e r I n t e r a c t i o n

C u s t o m e r O r d e r

C u s t o m e r S t a t i s t i c

C u s t o m e r P r o b l e m

C u s t o m e r S L A

A p p l i e d C u s t o m e r B i l l i n g R a t e

C u s t o m e r B i l l C u s t o m e r B i l l I n q u i r y

S e r v i c e

S e r v i c e S p e c i f i c a t i o n

S e r v i c e A p p l i c a t i o n s

S e r v i c e C o n f i g u r a t i o n

S e r v i c e P e r f o r m a n c e

S e r v i c e U s a g e

S e r v i c e S t r a t e g y amp P l a n

S e r v i c e T r o u b l e

S e r v i c e T e s t

R e s o u r c e

R e s o u r c e S p e c i f i c a t i o n

R e s o u r c e T o p o l o g y

R e s o u r c e C o n f i g u r a t i o n

R e s o u r c e P e r f o r m a n c e

R e s o u r c e U s a g e

R e s o u r c e S t r a t e g y amp P l a n

R e s o u r c e T r o u b l e R e s o u r c e T e s t

S u p p l i e r P a r t n e r

S P P l a n

S P I n t e r a c t i o n

S P P r o d u c t

S P O r d e r

S P S L A

S P P r o b l e m S P B i l l I n q u i r y

S P S t a t i s t i c S P P a y m e n t

S P P e r f o r m a n c e S P B i l l

R e v e n u e A s s u r a n c e

P a r t y

L o c a t i o n

B u s i n e s s I n t e r a c t i o n

P o l i c y A g r e e m e n t

U s a g e

R o o t

B a s e T y p e s

P r o j e c t

T i m e

P e r f o r m a n c e

InformationFramework

Frameworx

Technology

Information

Applications

Business

models andprocessesE n t e r p r i s e E f f e c t i v e n e s s

M a n a g e m e n t

K n o w l e d g e amp R e s e a r c h

M a n a g e m e n t

E n t e r p r i s e R i s k

M a n a g e m e n t

S t r a t e g i c amp E n t e r p r i s e

P l a n n i n g

F i n a n c i a l amp A s s e t

M a n a g e m e n t

S t a k e h o l d e r amp E x t e r n a l

R e l a t i o n s M a n a g e m e n t

H u m a n R e s o u r c e s

M a n a g e m e n t

Strategy Infrastructure amp Product OperationsF u l f i l m e n t A s s u r a n c e

B i l l i n g

P r o d u c t

I n f r a s t r u c t u r e

R e a d i n e s s

S t r a t e g y

C u s t o m e r R e l a t i o n s h i p M a n a g e m e n t

S e r v i c e M a n a g e m e n t amp O p e r a t i o n s

M a r k e t i n g amp O f f e r M a n a g e m e n t

S e r v i c e D e v e l o p m e n t amp M a n a g e m e n t

R e s o u r c e D e v e l o p m e n t amp M a n a g e m e n t

S u p p l i e r P a r t n e r R e l a t i o n s h i p M a n a g e m e n t S u p p l y C h a i n D e v e l o p m e n t amp M a n a g e m e n t

R e s o u r c e M a n a g e m e n t amp O p e r a t i o n s

E n t e r p r i s e E f f e c t i v e n e s s

M a n a g e m e n t


M a n a g e m e n t


M a n a g e m e n t


P l a n n i n g


M a n a g e m e n t




M a n a g e m e n t


B i l l i n g

P r o d u c t


R e a d i n e s s

S t r a t e g y








Business

ProcessesFramework

eTOM




5


階層階層階層階層レベルレベルレベルレベル0 プロセスエリアプロセスエリアプロセスエリアプロセスエリア

レベルレベルレベルレベル1 プロセスグループプロセスグループプロセスグループプロセスグループ

レベルレベルレベルレベル2 コアプロセスコアプロセスコアプロセスコアプロセスレベルレベルレベルレベル3 タスクタスクタスクタスク

レベルレベルレベルレベル4 ステップステップステップステップ

上記のすべては上記のすべては上記のすべては上記のすべてはユニークな名称ユニークなユニークな名称ユニークなユニークな名称ユニークなユニークな名称ユニークなID（（（（Identifier））））

プロセスの位置づけ（プロセスの位置づけ（プロセスの位置づけ（プロセスの位置づけ（Process Context））））

プロセスの概要説明（プロセスの概要説明（プロセスの概要説明（プロセスの概要説明（Brief Description））））

プロセスの詳細説明（プロセスの詳細説明（プロセスの詳細説明（プロセスの詳細説明（Extended Description））））

プロセス分解に関する詳細（命名規則など）はプロセス分解に関する詳細（命名規則など）はプロセス分解に関する詳細（命名規則など）はプロセス分解に関する詳細（命名規則など）は

GB921UUser Guidelinesを参照を参照を参照を参照

出典「GB921_P」

出典「GB921_P」

図プロセス分解

図プロセス分解の例




6


eTOM

Strategy Infrastructure

amp ProductOperations

Enterprise

Management

Customer

Relationship

Management

Service

Management amp

Operations

Resource

Management amp

Operations

SupplierPartner

Relationship

Management

SMampO Support

amp Readiness

Service Configuration

amp Activation

Service Problem

Management

Service Quality

Management

Service Specific

Instance

Create

Service

Trouble

Report

Diagnose

Service

Problem

Correct amp

Resolve

Service

Problem

Track amp

Manage

Service

Problem

Report

Service

Problem

Close Service

Trouble

Report

Service amp

Analyze

Service

Problem

Generate Service

Problem

Convert Report To

Service Problem

Format

Estimate Time For

Restoring Service

レベルレベルレベルレベル0






分解の例分解の例分解の例分解の例

プロセスプロセスプロセスプロセス

エリアエリアエリアエリア


グループグループグループグループ

コアコアコアコア


タスクタスクタスクタスク

ステップステップステップステップ

各社自定義各社自定義各社自定義各社自定義








8

Enterprise Management

Strategy Infrastructure amp Product Operations

Market Product and Customer

Service

Resource

Supplier Partner

(Application Computing and Network)

Customer

SuppliersPartners

Shareholders Other StakeholdersEmployees

21 レベルレベルレベルレベル0

レベルレベルレベルレベル0 プロセスエリアプロセスエリアプロセスエリアプロセスエリア




9




Service

Resource

Supplier Partner


Customer

SuppliersPartners




商品商品商品商品（（（（Product）とは）とは）とは）とは

顧客に売るもの顧客に売るもの顧客に売るもの顧客に売るものサービスサービスサービスサービス（（（（Service）とは）とは）とは）とは

商品の技術的な部分商的商品の技術的な部分商的商品の技術的な部分商的商品の技術的な部分商的

な側面（金額契約条件な側面（金額契約条件な側面（金額契約条件な側面（金額契約条件

サポートなど）が含まれていサポートなど）が含まれていサポートなど）が含まれていサポートなど）が含まれてい

ないないないない

リソースリソースリソースリソース（（（（Resource）とは）とは）とは）とは

サービスを支援するためにサービスを支援するためにサービスを支援するためにサービスを支援するために

利用されている物理的また利用されている物理的また利用されている物理的また利用されている物理的または非物理的な構成要素は非物理的な構成要素は非物理的な構成要素は非物理的な構成要素




10





Fulfillment Assurance Billing ampRevenue

Management

ProductLifecycle

Management

InfrastructureLifecycle

Management

OperationsSupport amp

Readiness

Customer Relationship Management

Service Management amp Operations

Resource Management amp Operations

SupplierPartner Relationship Management

Strategy ampCommit

Marketing amp Offer Management

Service Development amp Management

Resource Development amp Management

Supply Chain Development amp Management

(Application Computing and Network)(Application Computing and Network)

Enterprise EffectivenessManagement

Knowledge amp ResearchManagement

Enterprise RiskManagement

Strategic amp EnterprisePlanning

Financial amp AssetManagement

Stakeholder amp ExternalRelations Management

Human ResourcesManagement




11






Management

ProductLifecycle

Management


Management


Readiness





Strategy ampCommit













水平なプ

ロセスグル

ープ

垂直なプロセスグループ




12






Management

ProductLifecycle

Management


Management


Readiness





Strategy ampCommit













会社戦略

会社戦略

会社戦略

会社戦略

のののの決定決定決定決定ビジ

ネス

ビジ

ネス

ビジ

ネス

ビジ

ネス

上上上上のののの約束約束約束約束

のののの獲得獲得獲得獲得にににに関連関連関連関連

するするするする

長期的

長期的

長期的

長期的

ビジネス

に

ビジネス

に

ビジネス

に

ビジネス

に利用利用利用利用される

イン

される

イン

される

イン

される

イン

フラを

フラを

フラを

フラを管

理

管

理

管

理

管

理するするするする

中期的

中期的

中期的

中期的

商品商品商品商品その

ものに

その

ものに

その

ものに

その

ものに関連関連関連関連す

る

す

る

す

る

す

る

短期的

短期的

短期的

短期的

運用環境

運用環境

運用環境

運用環境

をををを準備準備準備準備しししし F A

B のののの

実現実現実現実現をををを保

証

保

証

保

証

保

証するするするする

ニアリ

アルタイム

ニアリ

アルタイム

ニアリ

アルタイム

ニアリ

アルタイム

実現実現実現実現品

質保証

品

質保証

品

質保証

品

質保証課金課金課金課金

とととと

収益管理

収益管理

収益管理

収益管理

（（（（ F AB ））））のののの実施実施実施実施

リアル

タイム

リアル

タイム

リアル

タイム

リアル

タイム




13


レベルレベルレベルレベル2 コアプロセスコアプロセスコアプロセスコアプロセス

Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit

Strategy Infrastructure amp Product





Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement

ResourceDevelopment amp

Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning

ResourceStrategy amp

Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement




14



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Market Strategy amp Policy Market Strategy amp Policy （市場戦略と方針）（市場戦略と方針）（市場戦略と方針）（市場戦略と方針）

企業の既存及び目標企業の既存及び目標企業の既存及び目標企業の既存及び目標市場市場市場市場に関するに関するに関するに関する戦略戦略戦略戦略的な的な的な的な

ビューを策定するビューを策定するビューを策定するビューを策定する

Product amp Offer Portfolio PlanningProduct amp Offer Portfolio Planning

（商品と提供ポートフォリオ計画）（商品と提供ポートフォリオ計画）（商品と提供ポートフォリオ計画）（商品と提供ポートフォリオ計画）

ポートフォリオレベルポートフォリオレベルポートフォリオレベルポートフォリオレベルの商品と提供戦略を策の商品と提供戦略を策の商品と提供戦略を策の商品と提供戦略を策

定する定する定する定する




15



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Service Strategy amp PlanningService Strategy amp Planning

（サービス戦略と計画）（サービス戦略と計画）（サービス戦略と計画）（サービス戦略と計画）

サービスサービスサービスサービスとその方向性及びそのサービとその方向性及びそのサービとその方向性及びそのサービとその方向性及びそのサービ

スの提供者に関するスの提供者に関するスの提供者に関するスの提供者に関する戦略戦略戦略戦略的なビューと複数的なビューと複数的なビューと複数的なビューと複数

年程度のビジネス年程度のビジネス年程度のビジネス年程度のビジネス計画計画計画計画を策定するを策定するを策定するを策定する




16



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Resource Strategy amp PlanningResource Strategy amp Planning

（リソース戦略と計画）（リソース戦略と計画）（リソース戦略と計画）（リソース戦略と計画）

企業の長期的なビジネス市場商品サー企業の長期的なビジネス市場商品サー企業の長期的なビジネス市場商品サー企業の長期的なビジネス市場商品サー

ビスの方向性に基づきビスの方向性に基づきビスの方向性に基づきビスの方向性に基づきリソースの戦略計画リソースの戦略計画リソースの戦略計画リソースの戦略計画

を策定するを策定するを策定するを策定する




17



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Supply Chain Strategy amp PlanningSupply Chain Strategy amp Planning

（サプライチェーン戦略と計画）（サプライチェーン戦略と計画）（サプライチェーン戦略と計画）（サプライチェーン戦略と計画）

企業の企業の企業の企業のサプライチェーン戦略と方針サプライチェーン戦略と方針サプライチェーン戦略と方針サプライチェーン戦略と方針を策定すを策定すを策定すを策定するるるる




18



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Marketing

Capability Delivery

（マーケティング能力供給）（マーケティング能力供給）（マーケティング能力供給）（マーケティング能力供給）

企業の市場戦略に基づき企業の市場戦略に基づき企業の市場戦略に基づき企業の市場戦略に基づき

マーケティング能力マーケティング能力マーケティング能力マーケティング能力（例えば（例えば（例えば（例えば

オンラインチャンネルと販オンラインチャンネルと販オンラインチャンネルと販オンラインチャンネルと販売チャンネル）または売チャンネル）または売チャンネル）または売チャンネル）または顧客顧客顧客顧客

関連の能力関連の能力関連の能力関連の能力（例えば顧客（例えば顧客（例えば顧客（例えば顧客

情報の識別蓄積操作検情報の識別蓄積操作検情報の識別蓄積操作検情報の識別蓄積操作検

索適用）を開発供給する索適用）を開発供給する索適用）を開発供給する索適用）を開発供給する

Product amp OfferProduct amp Offer

Capability Delivery Capability Delivery

（商品と提供能力供給）（商品と提供能力供給）（商品と提供能力供給）（商品と提供能力供給）企業の企業の企業の企業の商品戦略に基づき商品戦略に基づき商品戦略に基づき商品戦略に基づき

企業における新商品または企業における新商品または企業における新商品または企業における新商品または

新バージョンの新バージョンの新バージョンの新バージョンの商品の提供商品の提供商品の提供商品の提供

能力を構築供給能力を構築供給能力を構築供給能力を構築供給するするするする商品提供における不足な商品提供における不足な商品提供における不足な商品提供における不足な

点（能力性能運用支援点（能力性能運用支援点（能力性能運用支援点（能力性能運用支援

など）の特定要件定義ななど）の特定要件定義ななど）の特定要件定義ななど）の特定要件定義な

どどどど




19



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp RetirementService CapabilityService Capability

Delivery Delivery

（サービス能力供給）（サービス能力供給）（サービス能力供給）（サービス能力供給）サービスに変化を与えサービスに変化を与えサービスに変化を与えサービスに変化を与え

るために必要とされる能るために必要とされる能るために必要とされる能るために必要とされる能

力を計画供給する力を計画供給する力を計画供給する力を計画供給する

サービス提供におけるサービス提供におけるサービス提供におけるサービス提供における

不足な点（能力性能不足な点（能力性能不足な点（能力性能不足な点（能力性能

運用支援など）の特定運用支援など）の特定運用支援など）の特定運用支援など）の特定

設計など設計など設計など設計など




20



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

ResourceResource


（リソース能力供給）（リソース能力供給）（リソース能力供給）（リソース能力供給）

能力の定義（または要能力の定義（または要能力の定義（または要能力の定義（または要件）を利用し新技術（ま件）を利用し新技術（ま件）を利用し新技術（ま件）を利用し新技術（ま

たは強化された技術）とたは強化された技術）とたは強化された技術）とたは強化された技術）と

それの関連リソースの能それの関連リソースの能それの関連リソースの能それの関連リソースの能

力を供給する力を供給する力を供給する力を供給する

リソースにおける不足リソースにおける不足リソースにおける不足リソースにおける不足

な点（能力性能運用な点（能力性能運用な点（能力性能運用な点（能力性能運用

支援など）の特定設計支援など）の特定設計支援など）の特定設計支援など）の特定設計などなどなどなど




21



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Supply ChainSupply ChainCapability Delivery Capability Delivery

（サプライチェーン能力供給）（サプライチェーン能力供給）（サプライチェーン能力供給）（サプライチェーン能力供給）

企業のニーズを一番満たせ企業のニーズを一番満たせ企業のニーズを一番満たせ企業のニーズを一番満たせ

る新る新る新る新SPを評価選定を評価選定を評価選定を評価選定しししし契契契契約を結ぶ約を結ぶ約を結ぶ約を結ぶ






23



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Service Development ampService Development amp

Retirement Retirement

（サービスの開発と撤退）（サービスの開発と撤退）（サービスの開発と撤退）（サービスの開発と撤退）

新サービスまたは強化されたサービス新サービスまたは強化されたサービス新サービスまたは強化されたサービス新サービスまたは強化されたサービスをををを

開発供給する開発供給する開発供給する開発供給する




24



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Resource Development ampResource Development ampRetirement Retirement

（リソースの開発と撤退）（リソースの開発と撤退）（リソースの開発と撤退）（リソースの開発と撤退）

新サービスが開発できるように新サービスが開発できるように新サービスが開発できるように新サービスが開発できるように新技術と新技術と新技術と新技術とその関連リソースを開発その関連リソースを開発その関連リソースを開発その関連リソースを開発したりまたはしたりまたはしたりまたはしたりまたは既存既存既存既存技術とその関連リソースを強化技術とその関連リソースを強化技術とその関連リソースを強化技術とその関連リソースを強化したりするしたりするしたりするしたりする






26


レベルレベルレベルレベル2 コアプロセスコアプロセスコアプロセスコアプロセスOperations

Fulfillment Assurance Billing amp RevenueManagement

Operations Supportamp Readiness

Service Management ampOperations

Resource Management amp

Operations

SupplierPartner RelationshipManagement

Customer RelationshipManagement

Retention amp Loyalty

Customer Interface Management

Selling

Resource Data Collection amp Distribution

SupplierPartner Interface Management

SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling

Bill Payments amp Receivables Mgt

Bill InvoiceManagement

ManageBilling Events

Charging

Bill InquiryHandling

Resource Mediation

amp ReportingManage

Workforce




27







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce

CRM Support amp ReadinessCRM Support amp Readiness

（（（（CRM支援と準備）支援と準備）支援と準備）支援と準備）

CRMの実現保証そして課金プロセスを効の実現保証そして課金プロセスを効の実現保証そして課金プロセスを効の実現保証そして課金プロセスを効

率よく行えるためのサポート体制を構築する率よく行えるためのサポート体制を構築する率よく行えるためのサポート体制を構築する率よく行えるためのサポート体制を構築する




28







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

WorkforceSMampO Support amp ReadinessSMampO Support amp Readiness（（（（SMampO支援と準備）支援と準備）支援と準備）支援と準備）

サービスインフラを管理しサービスインフラを管理しサービスインフラを管理しサービスインフラを管理しSMampOの実現保の実現保の実現保の実現保

証課金プロセス群を支援するためのサービス証課金プロセス群を支援するためのサービス証課金プロセス群を支援するためのサービス証課金プロセス群を支援するためのサービス能力の準備を整える能力の準備を整える能力の準備を整える能力の準備を整える




29







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce

RMampO Support amp ReadinessRMampO Support amp Readiness（（（（RMampO支援と準備）支援と準備）支援と準備）支援と準備）

リソースインフラを管理し実現保証課金プロセス群リソースインフラを管理し実現保証課金プロセス群リソースインフラを管理し実現保証課金プロセス群リソースインフラを管理し実現保証課金プロセス群

を支援するためのアプリケーション計算ネットワークリを支援するためのアプリケーション計算ネットワークリを支援するためのアプリケーション計算ネットワークリを支援するためのアプリケーション計算ネットワークリ

ソースの準備を整えるソースの準備を整えるソースの準備を整えるソースの準備を整えるManage WorkforceManage Workforce（要員管理）（要員管理）（要員管理）（要員管理）

要員を管理する要員を管理する要員を管理する要員を管理する




30


レベルレベルレベルレベル

2 コアプロセス

コアプロセスコアプロセスコアプロセス

Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce

SPRM Support amp ReadinessSPRM Support amp Readiness

（（（（SPRM支援と準備）支援と準備）支援と準備）支援と準備）

インフラを所有管理しサービスプロバイダにインインフラを所有管理しサービスプロバイダにインインフラを所有管理しサービスプロバイダにインインフラを所有管理しサービスプロバイダにインフラ能力を提供するフラ能力を提供するフラ能力を提供するフラ能力を提供するSPにいつでも依頼できる管理にいつでも依頼できる管理にいつでも依頼できる管理にいつでも依頼できる管理

プロセスの準備を整えるそしてプロセスの準備を整えるそしてプロセスの準備を整えるそしてプロセスの準備を整えるそしてSPとの相互作用との相互作用との相互作用との相互作用

に関係している必要な設備の準備を整えるに関係している必要な設備の準備を整えるに関係している必要な設備の準備を整えるに関係している必要な設備の準備を整える




31



コアプロセスコアプロセスコアプロセスコアプロセス

Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce

Customer InterfaceCustomer Interface

Management Management

（顧客インターフェイス管理）（顧客インターフェイス管理）（顧客インターフェイス管理）（顧客インターフェイス管理）

企業側と既存の顧客あるいは潜企業側と既存の顧客あるいは潜企業側と既存の顧客あるいは潜企業側と既存の顧客あるいは潜

在的な顧客の間のすべてのイン在的な顧客の間のすべてのイン在的な顧客の間のすべてのイン在的な顧客の間のすべてのイン

ターフェイスを管理するターフェイスを管理するターフェイスを管理するターフェイスを管理する




32




Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce

Marketing FulfillmentMarketing Fulfillment

ResponseResponse

（マーケティング要求実現応答）（マーケティング要求実現応答）（マーケティング要求実現応答）（マーケティング要求実現応答）

顧客に宣伝用品（例えば試用品顧客に宣伝用品（例えば試用品顧客に宣伝用品（例えば試用品顧客に宣伝用品（例えば試用品クーポンなど）を直接に発行配布しクーポンなど）を直接に発行配布しクーポンなど）を直接に発行配布しクーポンなど）を直接に発行配布し

そしてその後の効果を追跡するそしてその後の効果を追跡するそしてその後の効果を追跡するそしてその後の効果を追跡する

Order Handling（注文処理）（注文処理）（注文処理）（注文処理）

注文を受けて処理する注文を受けて処理する注文を受けて処理する注文を受けて処理する

SellingSelling（販売）（販売）（販売）（販売）

見込み顧客の管理見込み顧客の管理見込み顧客の管理見込み顧客の管理

（顧客教育のため）（顧客教育のため）（顧客教育のため）（顧客教育のため）及び顧客期待への及び顧客期待への及び顧客期待への及び顧客期待への

マッチングを実マッチングを実マッチングを実マッチングを実施施施施すすすす

るるるる






34




Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce

Service Configuration ampService Configuration amp

Activation Activation

（サービスの構成設定と起動）（サービスの構成設定と起動）（サービスの構成設定と起動）（サービスの構成設定と起動）

顧客の要件を満たすように顧客の要件を満たすように顧客の要件を満たすように顧客の要件を満たすように

サービスを設定し起動するサービスを設定し起動するサービスを設定し起動するサービスを設定し起動する




35




Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce

Resource ProvisioningResource Provisioning（資源提供）（資源提供）（資源提供）（資源提供）

サービス要件を満たせるようサービス要件を満たせるようサービス要件を満たせるようサービス要件を満たせるよう

に特定の資源を配置導入に特定の資源を配置導入に特定の資源を配置導入に特定の資源を配置導入設定起動試験する設定起動試験する設定起動試験する設定起動試験する

ベベベベ




36




Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce

Resource Data CollectionResource Data Collection

amp Distributionamp Distribution

（資源データ収集と配布）（資源データ収集と配布）（資源データ収集と配布）（資源データ収集と配布）

資源の管理情報とデータ記録を資源の管理情報とデータ記録を資源の管理情報とデータ記録を資源の管理情報とデータ記録を収集処理配布監査する収集処理配布監査する収集処理配布監査する収集処理配布監査する

2 3 レベルレベルレベルレベル2




37



Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce

SP RequisitionSP Requisition

Management Management （（（（SP調達管理）調達管理）調達管理）調達管理）

SPの選定と注文の選定と注文の選定と注文の選定と注文を行いサーを行いサーを行いサーを行いサー

ビスプロバイダとビスプロバイダとビスプロバイダとビスプロバイダとSPの相互連携の相互連携の相互連携の相互連携

が両者の間に合意された協定に一が両者の間に合意された協定に一が両者の間に合意された協定に一が両者の間に合意された協定に一

致することを保証するように提供致することを保証するように提供致することを保証するように提供致することを保証するように提供

の状況などを追跡監視報告するの状況などを追跡監視報告するの状況などを追跡監視報告するの状況などを追跡監視報告する





38



Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce

SP InterfaceSP Interface


（（（（SPインターフェイス管理）インターフェイス管理）インターフェイス管理）インターフェイス管理）

企業と既存または将来の企業と既存または将来の企業と既存または将来の企業と既存または将来のSP

の間の接触を管理するの間の接触を管理するの間の接触を管理するの間の接触を管理する





39



Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce

Problem HandlingProblem Handling

（問題処理）（問題処理）（問題処理）（問題処理）

顧客からトラブル顧客からトラブル顧客からトラブル顧客からトラブル報告を受け報告を受け報告を受け報告を受け

てててて顧客が満足するまで顧客が満足するまで顧客が満足するまで顧客が満足するまで解決解決解決解決するするするする

CustomerCustomer

QoS QoS SLA SLA


（顧客（顧客（顧客（顧客QoSSLA管理）管理）管理）管理）

定義定義定義定義さささされているサービれているサービれているサービれているサービ

スのスのスのスの品品品品質質質質が満たが満たが満たが満たさささされてれてれてれて

いるいるいるいるかかかかどどどどうかうかうかうかをををを監視監視監視監視管管管管

理報理報理報理報告告告告するするするする





40



Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce

Service Problem Management Service Problem Management

（サービス問題管理）（サービス問題管理）（サービス問題管理）（サービス問題管理）

顧客への影響を最小限にするため顧客顧客への影響を最小限にするため顧客顧客への影響を最小限にするため顧客顧客への影響を最小限にするため顧客

に影響を与えるサービス問題または故障にに影響を与えるサービス問題または故障にに影響を与えるサービス問題または故障にに影響を与えるサービス問題または故障に

迅速に応答し迅速に応答し迅速に応答し迅速に応答しサービスを回復サービスを回復サービスを回復サービスを回復させるまたさせるまたさせるまたさせるまた

は代替サービスを提供するは代替サービスを提供するは代替サービスを提供するは代替サービスを提供する

Service QualityService Quality

Management Management （サービス品質管理）（サービス品質管理）（サービス品質管理）（サービス品質管理）

特定の特定の特定の特定のサービスのサービスのサービスのサービスの

動作品質動作品質動作品質動作品質を管理追を管理追を管理追を管理追

跡監視分析改善跡監視分析改善跡監視分析改善跡監視分析改善報告する報告する報告する報告する





41



Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce

Resource TroubleResource Trouble

Management Management （（（（資源問題資源問題資源問題資源問題管理）管理）管理）管理）

特定の特定の特定の特定の資源資源資源資源のののの問題問題問題問題を管理するを管理するを管理するを管理する

ResourceResourcePerformancePerformance


（資源性能管理）（資源性能管理）（資源性能管理）（資源性能管理）

特定の特定の特定の特定の資源の性能資源の性能資源の性能資源の性能を管理追跡監視を管理追跡監視を管理追跡監視を管理追跡監視

分析制御報告する分析制御報告する分析制御報告する分析制御報告する





42



Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce

SP Problem Reporting ampSP Problem Reporting amp


（（（（SP問題問題問題問題報報報報告告告告と管理）と管理）と管理）と管理）

サービスプロバイダとサービスプロバイダとサービスプロバイダとサービスプロバイダとSPのののの間間間間のののの相相相相互互互互連連連連携携携携が合が合が合が合意さ意さ意さ意されたれたれたれた協協協協定に一定に一定に一定に一致致致致するするするするここここ

とをとをとをとを確確確確保するためサービスプロバイダ保するためサービスプロバイダ保するためサービスプロバイダ保するためサービスプロバイダ

側側側側にて発にて発にて発にて発生生生生したしたしたした問題問題問題問題へのへのへのへの取取取取りりりり組組組組みみみみを追を追を追を追

跡跡跡跡監視監視監視監視報報報報告告告告するするするする

SP PerformanceSP Performance


（（（（SP性能管理）性能管理）性能管理）性能管理）

サービスプロバイダとサービスプロバイダとサービスプロバイダとサービスプロバイダと

SPの間の相互連携の間の相互連携の間の相互連携の間の相互連携

が合意された協定に一が合意された協定に一が合意された協定に一が合意された協定に一

致することを確保する致することを確保する致することを確保する致することを確保する

ためサービスプロバためサービスプロバためサービスプロバためサービスプロバ

イダ側におけるイダ側におけるイダ側におけるイダ側における性能関性能関性能関性能関

連の取り組み連の取り組み連の取り組み連の取り組みを追跡を追跡を追跡を追跡監視報告する監視報告する監視報告する監視報告する





43



Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce

Bill Payments amp ReceivablesBill Payments amp Receivables


（課金の支払いと売掛金管理）（課金の支払いと売掛金管理）（課金の支払いと売掛金管理）（課金の支払いと売掛金管理）確立された収入回収チャンネルを通じ収入を確立された収入回収チャンネルを通じ収入を確立された収入回収チャンネルを通じ収入を確立された収入回収チャンネルを通じ収入を

回収する期限超過の支払いを取り戻すための回収する期限超過の支払いを取り戻すための回収する期限超過の支払いを取り戻すための回収する期限超過の支払いを取り戻すための

処置を行う処置を行う処置を行う処置を行う





44



Operations




Resource Management ampOperations


Customer Relationship

Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce

Manage Billing EventsManage Billing Events（課金イベント管理）（課金イベント管理）（課金イベント管理）（課金イベント管理）

請請請請求金求金求金求金額額額額にににに影響影響影響影響する課金イベントを管理するする課金イベントを管理するする課金イベントを管理するする課金イベントを管理する

ChargingCharging（チャージ）（チャージ）（チャージ）（チャージ）

イベントまたは商品の価イベントまたは商品の価イベントまたは商品の価イベントまたは商品の価格格格格を顧客を顧客を顧客を顧客ごごごごと計算すると計算すると計算すると計算するBill Invoice Management Bill Invoice Management （（（（請請請請求求求求書書書書管理）管理）管理）管理）

請請請請求求求求書書書書を作成し顧客へを作成し顧客へを作成し顧客へを作成し顧客へ送付送付送付送付するするするする

Billing Inquiry HandlingBilling Inquiry Handling（課金（課金（課金（課金問問問問い合い合い合い合わわわわせ管理）せ管理）せ管理）せ管理）顧客顧客顧客顧客からからからからのののの請請請請求求求求書問書問書問書問い合い合い合い合わわわわせとせとせとせと苦苦苦苦情に対応する情に対応する情に対応する情に対応する





45



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

WorkforceService Guiding amp MediationService Guiding amp Mediation

（サービスガイドと調停）（サービスガイドと調停）（サービスガイドと調停）（サービスガイドと調停）

サービスの利用記録サービスの利用記録サービスの利用記録サービスの利用記録と調停と調停と調停と調停





46



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce

Resource Mediation amp ReportingResource Mediation amp Reporting

（資源調停と報告）（資源調停と報告）（資源調停と報告）（資源調停と報告）

ネットワークから収集したネットワークから収集したネットワークから収集したネットワークから収集した使用記録を確認使用記録を確認使用記録を確認使用記録を確認ししししリリリリ

ソース使用の記録を報告ソース使用の記録を報告ソース使用の記録を報告ソース使用の記録を報告するするするする





47

23 レルレルレルレル2


Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce

SP Settlements amp PaymentsSP Settlements amp Payments


（（（（SP精算と支払管理）精算と支払管理）精算と支払管理）精算と支払管理）

請求書の確認と証明及び精算と支払を管理請求書の確認と証明及び精算と支払を管理請求書の確認と証明及び精算と支払を管理請求書の確認と証明及び精算と支払を管理






48

3 レルレルレルレル

レベルレベルレベルレベル2 コアプロセスコアプロセスコアプロセスコアプロセスEnterpriseManagement

Stakehlder ampExt RelationsManagement

BusinessDevelopment

StrategicBusinessPlanning

Enterprise

ArchitectureManagement

GroupEnterpriseManagement

Strategic ampEnterprisePlanning

ITIL Releaseamp Deploymnt

Management

ITIL ChangeManagement

CommunityRelationsManagement

CorporateComms ampImage Mgt

Shareholder

RelationsManagement

RegulatoryManagement

LegalManagement

Board ampSharesSecurManagement

Knowledgeamp ResearchManagement

KnowledgeManagement

ResearchManagement

TechnologyScanning

EnterpriseEffectivenessManagement

EnterpriseQualityManagement

ProcessManagementamp Support

Program

amp ProjectManagement

EnterprisePerformanceAssessment

FacilitiesManagement

amp SupportITILEventManagement

ITILIncidentManagement

ITIL ContinualServiceImprovement

ITIL RequestFulfillment

ITIL ServiceCatalogue

Management

ITIL ServiceAsset amp ConfgManagement

ITIL ServiceLevelManagement

ITILInfo SecurityManagement

EnterpriseRiskManagement

SecurityManagement

BusinessContinuityManagement

FraudManagement

InsuranceManagement

AuditManagement

RevenueAssuranceManagement

ITILProblemManagement

Level 0

Level 1

Level 2

Level 0

Level 1

Level 2ITILAvailabilityManagement

ITILCapacityManagement

HumanResourcesManagement

OrganizationDevelopment

HR Policiesamp Practices

WorkforceStrategy

WorkforceDevelopment

Employeeamp Labor

Relations Mgt

Financial ampAssetManagement

AssetManagement

FinancialManagement

ProcurementManagement

ITIL ServiceContinuity

Management





49

レベルレベルレベルレベル3 タスクタスクタスクタスク

＋印は当プロセスが更に分解

されていることを意味している





50






31 プロセスフロープロセスフロープロセスフロープロセスフローの作成の流れの作成の流れの作成の流れの作成の流れ




52

プロセスをプロセスをプロセスをプロセスをピピピピックアップするックアップするックアップするックアップするこここことにとにとにとによよよより特定なビジネスシり特定なビジネスシり特定なビジネスシり特定なビジネスシナナナナリオに対応するプロセリオに対応するプロセリオに対応するプロセリオに対応するプロセ

スフローが作成できるスフローが作成できるスフローが作成できるスフローが作成できる以下以下以下以下はプロセスフローの作成の流れをはプロセスフローの作成の流れをはプロセスフローの作成の流れをはプロセスフローの作成の流れを示示示示すすすす

①①①①レベルレベルレベルレベル2からからからからスタート関連のコアプロセスをスタート関連のコアプロセスをスタート関連のコアプロセスをスタート関連のコアプロセスをピピピピックアップし流れを明ックアップし流れを明ックアップし流れを明ックアップし流れを明確確確確化する化する化する化する

Operat ions

Fu lfillm ent Assurance B illing amp R evenueM a na ge me nt

Op erations Sup portamp R e ad in es s

Serv ice Man agem ent ampOperat ions

Resource M anagement ampOperat ions

Sup plier Partner Relat ion shipM a na ge me nt

Custom er R elationshipM a na ge me nt

Retent ion amp Loya lty

Customer Inte rface Managem ent

Selling

Reso urce Data C ollect ion amp Distr ibut ion

Suppl ier Partner Inte r face M anagement

SP

Per formance

M a na ge m e nt

S P Problem

Repo rt ing amp

M a na ge m e nt

S P

Requisit ion

M a na ge m e nt

Resource

Provis ioning

Resource

Trouble

M a na ge m e nt

Resource

Per formance

M a na ge m e nt

Service

Quali ty

M a na ge m e nt

Service

Problem

M a na ge m e nt

Customer

Q o S S L A

M a na ge m e nt

SP Sett lements

amp Payments

M a na ge m e nt

S e r vice G uid ing

amp Mediat ion

Market ing

Fulf i l lment

Response

SPRM

Support ampReadiness

S M amp O

Support amp

Readiness

R M amp O

Support amp

Readiness

C R M

Support amp

Readiness

Service

Configurat ion

amp A ct ivation

Order

Handling

Problem

Handling

Bil l Payments amp Receivables Mgt


M a na ge

Bil l ing E ventsCharging

Bill InquiryHandl ing

Re s ourc e M e d iat ion

amp Report ingM a na ge

Workforce





53

②②②②レベルレベルレベルレベル2からからからからレベルレベルレベルレベル3への分解階層を参照し流れをへの分解階層を参照し流れをへの分解階層を参照し流れをへの分解階層を参照し流れを描描描描いていいていいていいていくくくく





（省略）





54

③③③③詳細な流れを整理しレベル詳細な流れを整理しレベル詳細な流れを整理しレベル詳細な流れを整理しレベル3のプロセスフローをのプロセスフローをのプロセスフローをのプロセスフローを完完完完成する成する成する成する

（必要に応（必要に応（必要に応（必要に応じじじじてててて更更更更にににに低低低低レベルまで詳細化していレベルまで詳細化していレベルまで詳細化していレベルまで詳細化していくくくく））））

32 プロセスフロープロセスフロープロセスフロープロセスフローの例の例の例の例




55

End-to-Endのプロセスフローの具体例が記述されている

『GB921 E（Application Note）End-to-End Business Flows』

Customer Centric process flows

Request-to-Answer

Order-to-Payment

Usage-to-Payment

Request-to-Change

Termination-to-Confirmation

Problem-to-Solution

Complaint-to-Solution

Network process flows

Production Order-to-Acceptance

Trouble Ticket-to-Solution

Usage-to-Usage Data

Capacity Management

Service Lifecycle Management

Resource Lifecycle Management











58

eTOMはははは企業におけるプロセスの現在像（企業におけるプロセスの現在像（企業におけるプロセスの現在像（企業におけるプロセスの現在像（AsIs）将来像（）将来像（）将来像（）将来像（ToBe）を整）を整）を整）を整理するには有効な参照モデルである理するには有効な参照モデルである理するには有効な参照モデルである理するには有効な参照モデルである

eTOMで定義されているプロセスはレベルで定義されているプロセスはレベルで定義されているプロセスはレベルで定義されているプロセスはレベル4までとなり各企業にて更に分までとなり各企業にて更に分までとなり各企業にて更に分までとなり各企業にて更に分解していく必要がある解していく必要がある解していく必要がある解していく必要がある

eTOMドキュメントにてドキュメントにてドキュメントにてドキュメントにてEnd-to-Endのプロセスフロー例がのプロセスフロー例がのプロセスフロー例がのプロセスフロー例が記述記述記述記述されてされてされてされておりおりおりおりそれを参考とし各企業でのカスタマイズが必要であるそれを参考とし各企業でのカスタマイズが必要であるそれを参考とし各企業でのカスタマイズが必要であるそれを参考とし各企業でのカスタマイズが必要である

eTOMプロセス定義を理解確認する際にプロセス定義を理解確認する際にプロセス定義を理解確認する際にプロセス定義を理解確認する際にプロセス定義書やプロセス定義書やプロセス定義書やプロセス定義書やEnd-to-

Endプロセスフロー例などドキュメントへ参照する以外にプロセスフロー例などドキュメントへ参照する以外にプロセスフロー例などドキュメントへ参照する以外にプロセスフロー例などドキュメントへ参照する以外にTMFコミュニティコミュニティコミュニティコミュニティ

での質問も有効な手段であると考えるでの質問も有効な手段であると考えるでの質問も有効な手段であると考えるでの質問も有効な手段であると考える




【【【【参考参考参考参考】】】】

【【【【参考参考参考参考】】】】 EAについてについてについてについて




60

EAとはとはとはとは

「「「「顧客ニーズをは顧客ニーズをは顧客ニーズをは顧客ニーズをはじじじじめとするめとするめとするめとする社会環境や社会環境や社会環境や社会環境や情報技術情報技術情報技術情報技術自自自自体の体の体の体の変変変変化に化に化に化に素早く素早く素早く素早く対応できる対応できる対応できる対応できる

ようようようようにににに『『『『全全全全体体体体最最最最適適適適』』』』のののの観観観観点点点点からからからから業務業務業務業務ややややシステムをシステムをシステムをシステムを改善改善改善改善するためのするためのするためのするための仕組仕組仕組仕組みみみみ」」」」でありでありでありであり

組織全組織全組織全組織全体として業務プロセス体として業務プロセス体として業務プロセス体として業務プロセスやややや情報システムの構造利用する情報技術などを整情報システムの構造利用する情報技術などを整情報システムの構造利用する情報技術などを整情報システムの構造利用する情報技術などを整

理体理体理体理体系系系系化したフレームワークをい化したフレームワークをい化したフレームワークをい化したフレームワークをいうううう出典経済産業省「業務システム最適化計画について（出典経済産業省「業務システム最適化計画について（出典経済産業省「業務システム最適化計画について（出典経済産業省「業務システム最適化計画について（98312698314198315411983126983141983154119831269831419831541198312698314198315411））））983109983150983156983141983154983152983154983145983155983141 983105983154983139983144983145983156983141983139983156983157983154983141983109983150983156983141983154983152983154983145983155983141 983105983154983139983144983145983156983141983139983156983157983154983141983109983150983156983141983154983152983154983145983155983141 983105983154983139983144983145983156983141983139983156983157983154983141983109983150983156983141983154983152983154983145983155983141 983105983154983139983144983145983156983141983139983156983157983154983141策定ガイドライン～」より引用策定ガイドライン～」より引用策定ガイドライン～」より引用策定ガイドライン～」より引用

EA導入の導入の導入の導入の目目目目的的的的

部部部部分的な業務ではな分的な業務ではな分的な業務ではな分的な業務ではなくくくく組織全組織全組織全組織全体の業務とシステムを体の業務とシステムを体の業務とシステムを体の業務とシステムを目目目目で見えるで見えるで見えるで見えるようようようようにしにしにしにし重複重複重複重複

投資投資投資投資無駄無駄無駄無駄なプロセスなど現なプロセスなど現なプロセスなど現なプロセスなど現状状状状を明を明を明を明確確確確にしにしにしにしIT投資投資投資投資の合理化効の合理化効の合理化効の合理化効率率率率化を実現す化を実現す化を実現す化を実現するるるる

サービス提供者のサービス提供者のサービス提供者のサービス提供者の立立立立場ではな場ではな場ではな場ではなくくくく顧客の顧客の顧客の顧客の視視視視点点点点からからからから「縦割「縦割「縦割「縦割りサービスりサービスりサービスりサービス」」」」をををを如何如何如何如何にににに

統合化合理化してい統合化合理化してい統合化合理化してい統合化合理化していくかくかくかくかなどを明などを明などを明などを明確確確確にし顧客にし顧客にし顧客にし顧客志志志志向への向への向への向への転換転換転換転換を実現するを実現するを実現するを実現する

「「「「業務業務業務業務」」」」とととと「「「「技術技術技術技術」」」」を分を分を分を分離離離離しししし双方双方双方双方をををを自由自由自由自由にににに組組組組み合み合み合み合わわわわせせせせらららられるれるれるれるようようようような基な基な基な基礎礎礎礎の構築をの構築をの構築をの構築を

実現する実現する実現する実現する

理理理理想像想像想像想像に向けたに向けたに向けたに向けた移移移移行プロセスを行プロセスを行プロセスを行プロセスを組織内部組織内部組織内部組織内部でででで設設設設定共定共定共定共有有有有しししし短短短短期的な利期的な利期的な利期的な利害害害害にににに振振振振りりりり

回さ回さ回さ回されれれれずずずず移移移移行プロセスの実行プロセスの実行プロセスの実行プロセスの実施方針施方針施方針施方針（（（（優先順優先順優先順優先順位など）の明位など）の明位など）の明位など）の明確確確確化を実現する化を実現する化を実現する化を実現する出典経済産業省「出典経済産業省「出典経済産業省「出典経済産業省「983109983150983156983141983154983152983154983145983155983141 983105983154983139983144983145983156983141983139983156983157983154983141983109983150983156983141983154983152983154983145983155983141 983105983154983139983144983145983156983141983139983156983157983154983141983109983150983156983141983154983152983154983145983155983141 983105983154983139983144983145983156983141983139983156983157983154983141983109983150983156983141983154983152983154983145983155983141 983105983154983139983144983145983156983141983139983156983157983154983141について」より整理について」より整理について」より整理について」より整理

【【【【参考参考参考参考】】】】 eTOMの入門トレーニングコースの入門トレーニングコースの入門トレーニングコースの入門トレーニングコース




61

コース名コース名コース名コース名

ldquoBusiness Process Framework (eTOM) Distilledrdquoビジネスプロセスフレームワークのトレーニングとしては入門コースビジネスプロセスフレームワークのトレーニングとしては入門コースビジネスプロセスフレームワークのトレーニングとしては入門コースビジネスプロセスフレームワークのトレーニングとしては入門コース

受講料受講料受講料受講料

約約約約$1350

受講方法受講方法受講方法受講方法各種各種各種各種TMFのイベント（のイベント（のイベント（のイベント（Management Worldなど）または定期的に東京で実施されるトレーニングなど）または定期的に東京で実施されるトレーニングなど）または定期的に東京で実施されるトレーニングなど）または定期的に東京で実施されるトレーニング

コースコースコースコース

講義の内容講義の内容講義の内容講義の内容

Frameworxの概要の概要の概要の概要

eTOMの各レベルプロセスの全体像プロセスの分解例プロセスフローの概要の各レベルプロセスの全体像プロセスの分解例プロセスフローの概要の各レベルプロセスの全体像プロセスの分解例プロセスフローの概要の各レベルプロセスの全体像プロセスの分解例プロセスフローの概要

練習問題（プロダクト市場化の関連練習問題（プロダクト市場化の関連練習問題（プロダクト市場化の関連練習問題（プロダクト市場化の関連eTOMプロセスへのマッピング）プロセスへのマッピング）プロセスへのマッピング）プロセスへのマッピング）

講義の状況講義の状況講義の状況講義の状況

座学形式だが質疑は活発であり座学形式だが質疑は活発であり座学形式だが質疑は活発であり座学形式だが質疑は活発でありeTOMに関する基礎知識を持っている方が多いと思われるに関する基礎知識を持っている方が多いと思われるに関する基礎知識を持っている方が多いと思われるに関する基礎知識を持っている方が多いと思われる

認定認定認定認定

試験を受けて合格すると試験を受けて合格すると試験を受けて合格すると試験を受けて合格するとLevel 2 Certificationを取得する認定者はを取得する認定者はを取得する認定者はを取得する認定者はTMFのサイトのサイトのサイトのサイトでででで公開される公開される公開される公開される

【【【【参考参考参考参考】】】】 eTOMの中級トレーニングコースの中級トレーニングコースの中級トレーニングコースの中級トレーニングコース




62


eTOM Implementerrsquos Workshop

コース参加後の到達目標コース参加後の到達目標コース参加後の到達目標コース参加後の到達目標

Describe current work in further decomposing Business Process

Framework (eTOM) processesDevelop a Business Process Framework implementation plan

Begin to map current processes to the framework

Understand and address the challenges of introducing

the framework into an enterprise

Understand guidelines for extending the framework

Apply the guidelines to extend the framework

Gain an appreciation of the frameworkrsquos many uses

Begin to put the framework to other uses




ご清聴ありがとうございましたご清聴ありがとうございましたご清聴ありがとうございましたご清聴ありがとうございました








目次目次目次目次








3







（（（（eTOM））））


（（（（

SID））））


（（（（TAM））））













4










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5












出典「GB921_P」

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6


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8




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9




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10






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13



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16



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17



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18



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19



Infrastructure

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20



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Strategy amp

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21



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Strategy amp

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amp Retirement

Sales Development

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23



Infrastructure

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Sales Development

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Development

amp Change

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Capability

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Product amp Offer

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Portfolio Planning

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Strategy amp

Policy

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24



Infrastructure

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26







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27







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28







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29







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30





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35




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SP

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amp Payments

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amp Mediation

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37



Operations





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38



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41



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42



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43



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46



Operations







Management



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Management



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48




BusinessDevelopment


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Shareholder

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ResearchManagement

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SecurityManagement


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49








50










52




Operat ions









Selling



SP

Per formance

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Per formance

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（省略）





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61




約約約約$1350















62
























3







（（（（eTOM））））


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5












出典「GB921_P」

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6


eTOM



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amp Readiness


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8




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16



Infrastructure

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17



Infrastructure

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Strategy amp

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Capability

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Strategy amp

Planning


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Supply Chain

Strategy amp

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ResourceCapability

Delivery

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Capability

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Product amp Offer

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amp Retirement







18



Infrastructure

Lifecycle

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Lifecycle

Management

Strategy amp Commit






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amp Promotion

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Development amp

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amp Change

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Capability

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Strategy amp

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Strategy amp

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Supply Chain

Strategy amp

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Delivery

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Strategy amp

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Supply Chain

Strategy amp

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ResourceCapability

Delivery

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Capability

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どどどど




19



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






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20



Infrastructure

Lifecycle

Management

Product

Lifecycle

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21



Infrastructure

Lifecycle

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Lifecycle

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Strategy amp

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Strategy amp

Planning


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Supply Chain

Strategy amp

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ResourceCapability

Delivery

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Capability

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amp Retirement










23



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






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Product Marketing

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amp Promotion

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Development amp

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Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

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Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

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Product amp Offer

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amp Retirement

Sales Development

Product Marketing

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amp Promotion

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Development amp

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amp Change

Management

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Delivery

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Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

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Product amp Offer

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24



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

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amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

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Portfolio Planning

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Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

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Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

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Product Marketing

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amp Promotion

Service

Development amp

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Retirement

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amp Change

Management

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Product amp Offer

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Portfolio Planning

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Strategy amp

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Service

Capability

Delivery

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Strategy amp

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Planning

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Strategy amp

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Delivery

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amp Retirement









26







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

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Management

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Resource

Trouble

Management

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Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

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Management

SP Settlements

amp Payments

Management

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amp Mediation

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Response

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Support amp

Readiness

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Support amp

Readiness

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Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

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Charging


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amp ReportingManage

Workforce




27







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

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Quality

Management

Service

Problem

Management

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Management

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amp Payments

Management

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amp Mediation

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Response

SPRM

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Readiness

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Readiness

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Readiness

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Configuration

amp Activation

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Handling

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amp ReportingManage

Workforce








28







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

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Problem

Management

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Management

SP Settlements

amp Payments

Management

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amp Mediation

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Response

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Support amp

Readiness

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Readiness

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Readiness

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Support amp

Readiness

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Configuration

amp Activation

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29







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

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Management

Resource

Performance

Management

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Quality

Management

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Management

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amp Payments

Management

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amp Mediation

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Response

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Readiness

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Readiness

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Workforce









30





Operations





Operations





Selling



SP

Performance

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Management

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Management

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Performance

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Management

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Management

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Management

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amp Mediation

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Response

SPRM

Support amp

Readiness

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Readiness

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Readiness

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Readiness

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Workforce









31




Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

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Requisition

Management

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Trouble

Management

Resource

Performance

Management

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Quality

Management

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Management

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Management

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amp Payments

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amp Mediation

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Response

SPRM

Support amp

Readiness

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Readiness

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Readiness

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Readiness

Service

Configuration

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Workforce










32




Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

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Management

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Management

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Performance

Management

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Management

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amp Mediation

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Response

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Readiness

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Configuration

amp Activation

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34




Operations





Operations





Selling



SP

Performance

Management

SP Problem

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Management

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Management

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Management

Resource

Performance

Management

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Management

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Management

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amp Mediation

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Response

SPRM

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Readiness

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Readiness

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Readiness

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Readiness

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Configuration

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Handling

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Workforce









35




Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

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Management

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Management

Resource

Performance

Management

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amp Mediation

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Configuration

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36




Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

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Trouble

Management

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Performance

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amp Mediation

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Workforce









37



Operations





Operations





Selling



SP

Performance

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38



Operations





Operations





Selling



SP

Performance

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SP Problem

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Management

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Performance

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amp Mediation

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Response

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Workforce










39



Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

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Management

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Performance

Management

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amp Payments

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amp Mediation

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Workforce





CustomerCustomer

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40



Operations





Operations





Selling



SP

Performance

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Management

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Performance

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Workforce
















41



Operations





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Selling



SP

Performance

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42



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SP

Performance

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43



Operations





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SP

Performance

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Management

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44



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46



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47



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48




BusinessDevelopment


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Shareholder

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49








50










52




Operat ions









Selling



SP

Per formance

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M a na ge m e nt

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Quali ty

M a na ge m e nt

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M a na ge m e nt

Customer

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M a na ge m e nt

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amp Mediat ion

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53






（省略）





54







55




Request-to-Answer

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Usage-to-Usage Data

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58















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61




約約約約$1350















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4










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6


eTOM



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amp Readiness


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Service

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10






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11






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13



Infrastructure

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Management

Product

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Strategy amp Commit






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amp Promotion

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Development amp

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amp Change

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Strategy amp

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amp Retirement

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Strategy amp

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amp Retirement




14



Infrastructure

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Product

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Strategy amp Commit






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amp Promotion

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amp Change

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Strategy amp

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Capability

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Strategy amp

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ResourceCapability

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Capability

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Product amp Offer

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amp Retirement

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amp Promotion

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amp Change

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Strategy amp

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Strategy amp

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15



Infrastructure

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Strategy amp Commit






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amp Promotion

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Development amp

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amp Change

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Strategy amp

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Strategy amp

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Strategy amp

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ResourceCapability

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Capability

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amp Retirement

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Product Marketing

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amp Promotion

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amp Change

Management

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17



Infrastructure

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18



Infrastructure

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19



Infrastructure

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20



Infrastructure

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21



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Infrastructure

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24



Infrastructure

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Operations





Selling



SP

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27







Operations





Selling



SP

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28







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SP

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29







Operations





Selling



SP

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46



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47



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48




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49








50










52




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Selling



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Per formance

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Problem

M a na ge m e nt

Customer

Q o S S L A

M a na ge m e nt

SP Sett lements

amp Payments

M a na ge m e nt


amp Mediat ion

Market ing

Fulf i l lment

Response

SPRM


S M amp O

Support amp

Readiness

R M amp O

Support amp

Readiness

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Readiness

Service

Configurat ion

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Order

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Problem

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M a na ge





Workforce





53






（省略）





54







55




Request-to-Answer

Order-to-Payment

Usage-to-Payment

Request-to-Change


Problem-to-Solution





Usage-to-Usage Data

Capacity Management













58















60



















61




約約約約$1350















62




















5












出典「GB921_P」

出典「GB921_P」






6


eTOM



Enterprise

Management

Customer

Relationship

Management

Service

Management amp

Operations

Resource

Management amp

Operations

SupplierPartner

Relationship

Management

SMampO Support

amp Readiness


amp Activation

Service Problem

Management

Service Quality

Management

Service Specific

Instance

Create

Service

Trouble

Report

Diagnose

Service

Problem

Correct amp

Resolve

Service

Problem

Track amp

Manage

Service

Problem

Report

Service

Problem

Close Service

Trouble

Report

Service amp

Analyze

Service

Problem

Generate Service

Problem

Convert Report To

Service Problem

Format

Estimate Time For

Restoring Service
























8




Service

Resource

Supplier Partner


Customer

SuppliersPartners







9




Service

Resource

Supplier Partner


Customer

SuppliersPartners
















10






Management

ProductLifecycle

Management


Management


Readiness





Strategy ampCommit
















11






Management

ProductLifecycle

Management


Management


Readiness





Strategy ampCommit













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12






Management

ProductLifecycle

Management


Management


Readiness





Strategy ampCommit













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ビジ

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ビジ

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ビジ

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長期的

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品


とととと

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収益管理

収益管理

収益管理


リアル

タイム

リアル

タイム

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タイム

リアル

タイム




13



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

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Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement




14



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

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Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement











15



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

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Strategy amp

Planning


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Supply Chain

Strategy amp

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ResourceCapability

Delivery

Supply Chain

Capability

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Product amp Offer

Development

amp Retirement









16



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

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Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

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Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement









17



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement







18



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Marketing

Capability Delivery
















どどどど




19



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development


Delivery Delivery











20



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

ResourceResource













21



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement










23



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

Delivery

Product amp Offer

Development

amp Retirement









24



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

Delivery

Service

Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

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Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

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amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

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Capability

Delivery

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Strategy amp

Planning


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Supply Chain

Strategy amp

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ResourceCapability

Delivery

Supply Chain

Capability

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Product amp Offer

Development

amp Retirement









26







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce




27







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce








28







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

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amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage







29







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

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Quality

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Service

Problem

Management

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Management

SP Settlements

amp Payments

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amp Mediation

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Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

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Support amp

Readiness

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Configuration

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Resource Mediation

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Workforce









30





Operations





Operations





Selling



SP

Performance

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SP Problem

Reporting amp

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amp Payments

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amp Mediation

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Response

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Support amp

Readiness

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Support amp

Readiness

RMampOSupport amp

Readiness

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Configuration

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Workforce









31




Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

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amp Mediation

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Fulfillment

Response

SPRM

Support amp

Readiness

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Support amp

Readiness

RMampOSupport amp

Readiness

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Workforce










32




Operations





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Selling



SP

Performance

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amp Payments

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amp Mediation

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Support amp

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34




Operations





Operations





Selling



SP

Performance

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SP Problem

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Management

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Management

Resource

Performance

Management

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Quality

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Problem

Management

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Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

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Response

SPRM

Support amp

Readiness

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Support amp

Readiness

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Workforce









35




Operations





Operations





Selling



SP

Performance

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SP Problem

Reporting amp

Management

SP

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Resource

Trouble

Management

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Performance

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amp Payments

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Service Guiding

amp Mediation

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Response

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Support amp

Readiness

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Support amp

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Configuration

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Workforce




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36




Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

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Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

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Problem

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Customer

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Management

SP Settlements

amp Payments

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amp Mediation

Marketing

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Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

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Support amp

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Configuration

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Resource Mediation

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Workforce









37



Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

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Trouble

Management

Resource

Performance

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Quality

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amp Payments

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Service Guiding

amp Mediation

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Support amp

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Support amp

Readiness

RMampOSupport amp

Readiness

CRM

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Service

Configuration

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Workforce












38



Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

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Workforce










39



Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

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Quality

Management

Service

Problem

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QoS SLA

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amp Payments

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amp Mediation

Marketing

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Response

SPRM

Support amp

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41



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SP

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42



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43



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44



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46



Operations







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48




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約約約約$1350















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6


eTOM



Enterprise

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amp Activation

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Service Quality

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Diagnose

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8




Service

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10






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13



Infrastructure

Lifecycle

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amp Promotion

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14



Infrastructure

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16



Infrastructure

Lifecycle

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17



Infrastructure

Lifecycle

Management

Product

Lifecycle

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Strategy amp Commit






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Delivery

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Product amp Offer

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18



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

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amp Promotion

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Development amp

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amp Change

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19



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






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20



Infrastructure

Lifecycle

Management

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Lifecycle

Management

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21



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23



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






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amp Promotion

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Development amp

Retirement


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Development

amp Change

Management

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Capability

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24



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






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amp Promotion

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26







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

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Resource

Trouble

Management

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Performance

Management

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Quality

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Management

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SP Settlements

amp Payments

Management

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amp Mediation

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Fulfillment

Response

SPRM

Support amp

Readiness

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Support amp

Readiness

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Readiness

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Readiness

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Configuration

amp Activation

Order

Handling

Problem

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amp ReportingManage

Workforce




27







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

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Management

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amp Payments

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amp Mediation

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Fulfillment

Response

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Support amp

Readiness

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Support amp

Readiness

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Readiness

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Readiness

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Workforce








28







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

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Resource

Trouble

Management

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Performance

Management

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Quality

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Response

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Readiness

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Readiness

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Readiness

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Configuration

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Handling




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29







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

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Quality

Management

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Management

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Management

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amp Payments

Management

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amp Mediation

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Response

SPRM

Support amp

Readiness

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Support amp

Readiness

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Workforce









30





Operations





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Selling



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Performance

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17



Infrastructure

Lifecycle

Management

Product

Lifecycle

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18



Infrastructure

Lifecycle

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Lifecycle

Management

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Sales Development

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19



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

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Development

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20



Infrastructure

Lifecycle

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Management

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21



Infrastructure

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Capability

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Strategy amp

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23



Infrastructure

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24



Infrastructure

Lifecycle

Management

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Lifecycle

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Sales Development

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26







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

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Performance

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Problem

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Management

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Readiness

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Configuration

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27







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

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Provisioning

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Performance

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28







Operations





Selling



SP

Performance

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Reporting amp

Management

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Performance

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Readiness

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Support amp

Readiness

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Configuration

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29







Operations





Selling



SP

Performance

Management

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Reporting amp

Management

SP

Requisition

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Performance

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Workforce









30





Operations





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Selling



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Workforce









31




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Selling



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Workforce










32




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Selling



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34




Operations





Operations





Selling



SP

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Workforce









35




Operations





Operations





Selling



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Performance

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36




Operations





Operations





Selling



SP

Performance

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37



Operations





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Selling



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38



Operations





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Selling



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Performance

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39



Operations





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Selling



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40



Operations





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Selling



SP

Performance

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41



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Selling



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Performance

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42



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43



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44



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46



Operations







Management



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SP

Performance

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Workforce









47



Operations







Management



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48




BusinessDevelopment


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LegalManagement



KnowledgeManagement

ResearchManagement

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Program









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49








50










52




Operat ions









Selling



SP

Per formance

M a na ge m e nt

S P Problem

Repo rt ing amp

M a na ge m e nt

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Requisit ion

M a na ge m e nt

Resource

Provis ioning

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Resource

Per formance

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Service

Quali ty

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Service

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Customer

Q o S S L A

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53






（省略）





54







55




Request-to-Answer

Order-to-Payment

Usage-to-Payment

Request-to-Change


Problem-to-Solution





Usage-to-Usage Data

Capacity Management













58















60



















61




約約約約$1350















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10






Management

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Management


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11






Management

ProductLifecycle

Management


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Readiness





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会社戦略

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13



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

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Portfolio Planning

Market

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Policy

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Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

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Product amp Offer

Development

amp Retirement




14



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

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Delivery

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Strategy amp

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Planning


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Development amp

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Management

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Strategy amp

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Strategy amp

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Supply Chain

Strategy amp

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15



Infrastructure

Lifecycle

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Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

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Development amp

Retirement


Retirement

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Development

amp Change

Management

Marketing

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Delivery

Product amp Offer

Capability Delivery

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Portfolio Planning

Market

Strategy amp

Policy

Service

Capability

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Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

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Capability

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Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

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Development

amp Change

Management

Marketing

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Product amp Offer

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Portfolio Planning

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Strategy amp

Policy

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Strategy amp

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Strategy amp

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16



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

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Product amp Offer

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Product amp Offer

Portfolio Planning

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Strategy amp

Policy

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Capability

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Strategy amp

Planning


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Supply Chain

Strategy amp

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Product amp Offer

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amp Retirement

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Development amp

Retirement


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Portfolio Planning

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Strategy amp

Policy

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Strategy amp

Planning


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Supply Chain

Strategy amp

Planning

ResourceCapability

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Product amp Offer

Development

amp Retirement









17



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

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Strategy amp

Planning


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Supply Chain

Strategy amp

Planning

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Product amp Offer

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amp Retirement

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amp Promotion

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Development amp

Retirement


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amp Change

Management

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Capability

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Capability Delivery

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Portfolio Planning

Market

Strategy amp

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Strategy amp

Planning


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Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

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Capability

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Product amp Offer

Development

amp Retirement







18



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

Delivery

Product amp Offer

Capability Delivery

Product amp Offer

Portfolio Planning

Market

Strategy amp

Policy

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Capability

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Strategy amp

Planning


Planning

Supply Chain

Strategy amp

Planning

ResourceCapability

Delivery

Supply Chain

Capability

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Product amp Offer

Development

amp Retirement

Sales Development

Product Marketing

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amp Promotion

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Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

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Product amp Offer

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Product amp Offer

Portfolio Planning

Market

Strategy amp

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Strategy amp

Planning

ResourceCapability

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Product amp Offer

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19



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

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Product amp Offer

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Product amp Offer

Portfolio Planning

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Strategy amp

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Strategy amp

Planning

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Product amp Offer

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Development amp

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Strategy amp

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Product amp Offer

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20



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

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amp Promotion

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Development amp

Retirement


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Development

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Development amp

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21



Infrastructure

Lifecycle

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Development amp

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Development

amp Change

Management

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Capability

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Product amp Offer

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Product amp Offer

Portfolio Planning

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Strategy amp

Policy

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Strategy amp

Planning


Planning

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Strategy amp

Planning

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Product amp Offer

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amp Retirement

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Product Marketing

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Development amp

Retirement


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Product amp Offer

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23



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

Marketing

Capability

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Product amp Offer

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Product amp Offer

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Strategy amp

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Strategy amp

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Product amp Offer

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Development amp

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Strategy amp

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Product amp Offer

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amp Retirement









24



Infrastructure

Lifecycle

Management

Product

Lifecycle

Management

Strategy amp Commit






Sales Development

Product Marketing

Communications

amp Promotion

Service

Development amp

Retirement


Retirement

Supply Chain

Development

amp Change

Management

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Capability

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Development amp

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26







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

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Resource

Provisioning

Resource

Trouble

Management

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Performance

Management

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Quality

Management

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Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce




27







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

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amp Mediation

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Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

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Charging


Resource Mediation

amp ReportingManage

Workforce








28







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

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Resource

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Resource

Trouble

Management

Resource

Performance

Management

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Quality

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Response

SPRM

Support amp

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RMampOSupport amp

Readiness

CRM

Support amp

Readiness

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Configuration

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Problem

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Resource Mediation

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29







Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

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Trouble

Management

Resource

Performance

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Quality

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Workforce









30





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Selling



SP

Performance

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Workforce









31




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Selling



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SPRM

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Workforce










32




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35




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Operations





Selling



SP

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37



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38



Operations





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Selling



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39



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41



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Selling



SP

Performance

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42



Operations





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Selling



SP

Performance

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SP Problem

Reporting amp

Management

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27







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28







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23



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24



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Operations





Selling



SP

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Infrastructure

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14



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61




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15



Infrastructure

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SP

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（省略）





54







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Capacity Management













58















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61




約約約約$1350















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16



Infrastructure

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Lifecycle

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17



Infrastructure

Lifecycle

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Product

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18



Infrastructure

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19



Infrastructure

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24



Infrastructure

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Operations





Selling



SP

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Operations





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SP

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28







Operations





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SP

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29







Operations





Selling



SP

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48




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49








50










52




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Per formance

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（省略）





54







55




Request-to-Answer

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Capacity Management













58















60



















61




約約約約$1350















62




















17



Infrastructure

Lifecycle

Management

Product

Lifecycle

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58















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61




約約約約$1350















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18



Infrastructure

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19



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46



Operations







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49








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SP

Per formance

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24



Infrastructure

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Operations





Selling



SP

Performance

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Performance

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Quality

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27







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SP

Performance

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49








50










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Operat ions









Selling



SP

Per formance

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53






（省略）





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58















60



















61




約約約約$1350















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26







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SP

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49








50










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Selling



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Per formance

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53






（省略）





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約約約約$1350















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32




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48




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Level 0

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49








50










52




Operat ions









Selling



SP

Per formance

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53






（省略）





54







55




Request-to-Answer

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58















60



















61




約約約約$1350















62






















34




Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

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Provisioning

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Management

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35




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49








50










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Operat ions









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（省略）





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58















60



















61




約約約約$1350















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36




Operations





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Performance

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49








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約約約約$1350















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38



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50










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Customer

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amp Payments

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amp Mediat ion

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53






（省略）





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Request-to-Answer

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Capacity Management













58















60



















61




約約約約$1350















62




















39



Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

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Provisioning

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40



Operations





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SP

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amp Mediation

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Response

SPRM

Support amp

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Workforce
















41



Operations





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Selling



SP

Performance

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SP Problem

Reporting amp

Management

SP

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amp Mediation

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Support amp

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Workforce













42



Operations





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SP

Performance

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SPRM

Support amp

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Configuration

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Workforce






















43



Operations





Operations





Selling



SP

Performance

Management

SP Problem

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Management

SP

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Management

Resource

Provisioning

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Management

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44



Operations







Management



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SP

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Workforce











45



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

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Resource

Performance

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Quality

Management

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Problem

Management

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Management

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Support amp

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Service

Configuration

amp Activation

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Handling

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Charging


Resource Mediation

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46



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

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Resource

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47



Operations







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SP

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Resource

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Customer

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Management

SP Settlements

amp Payments

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Service Guiding

amp Mediation

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Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

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Readiness

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Configuration

amp Activation

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Handling

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Handling




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Resource Mediation

amp ReportingManage

Workforce










48




BusinessDevelopment


Enterprise





Management




Shareholder

RelationsManagement


LegalManagement



KnowledgeManagement

ResearchManagement

TechnologyScanning




Program









Management





SecurityManagement


FraudManagement

InsuranceManagement

AuditManagement



Level 0

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Level 0

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FinancialManagement



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49








50










52




Operat ions









Selling



SP

Per formance

M a na ge m e nt

S P Problem

Repo rt ing amp

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M a na ge m e nt

Resource

Provis ioning

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Per formance

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53






（省略）





54







55




Request-to-Answer

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Usage-to-Usage Data

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58















60



















61




約約約約$1350















62




















40



Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

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Support amp

Readiness

Service

Configuration

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Workforce
















41



Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

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Management

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Trouble

Management

Resource

Performance

Management

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amp Payments

Management

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amp Mediation

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Response

SPRM

Support amp

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Workforce













42



Operations





Operations





Selling



SP

Performance

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SP Problem

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Management

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SPRM

Support amp

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43



Operations





Operations





Selling



SP

Performance

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SP Problem

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Management

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Management

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Performance

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Workforce










44



Operations







Management



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SP

Performance

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SP Problem

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Management

SP

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Resource

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Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

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Management

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amp Mediation

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Response

SPRM

Support amp

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Readiness

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Service

Configuration

amp Activation

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Workforce











45



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

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Management

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amp Mediation

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Response

SPRM

Support amp

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Support amp

Readiness

Service

Configuration

amp Activation

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Resource Mediation

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46



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

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Management

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Provisioning

Resource

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Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

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Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

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Response

SPRM

Support amp

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Readiness

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Workforce









47



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

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Management

Resource

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Resource

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Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

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Support amp

Readiness

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Readiness

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Configuration

amp Activation

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Resource Mediation

amp ReportingManage

Workforce










48




BusinessDevelopment


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Management




Shareholder

RelationsManagement


LegalManagement



KnowledgeManagement

ResearchManagement

TechnologyScanning




Program









Management





SecurityManagement


FraudManagement

InsuranceManagement

AuditManagement



Level 0

Level 1

Level 2

Level 0

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Employeeamp Labor

Relations Mgt


AssetManagement

FinancialManagement



Management





49








50










52




Operat ions









Selling



SP

Per formance

M a na ge m e nt

S P Problem

Repo rt ing amp

M a na ge m e nt

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Requisit ion

M a na ge m e nt

Resource

Provis ioning

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Trouble

M a na ge m e nt

Resource

Per formance

M a na ge m e nt

Service

Quali ty

M a na ge m e nt

Service

Problem

M a na ge m e nt

Customer

Q o S S L A

M a na ge m e nt

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amp Payments

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amp Mediat ion

Market ing

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M a na ge





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53






（省略）





54







55




Request-to-Answer

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Usage-to-Payment

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Problem-to-Solution





Usage-to-Usage Data

Capacity Management













58















60



















61




約約約約$1350















62




















41



Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

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Quality

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Management

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Management

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amp Payments

Management

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amp Mediation

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Response

SPRM

Support amp

Readiness

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Readiness

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Readiness

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Readiness

Service

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Workforce













42



Operations





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SP

Performance

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SP Problem

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Management

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Management

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amp Mediation

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Response

SPRM

Support amp

Readiness

SMampO

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Readiness

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Readiness

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Support amp

Readiness

Service

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Workforce






















43



Operations





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Selling



SP

Performance

Management

SP Problem

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Management

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Management

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44



Operations







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Response

SPRM

Support amp

Readiness

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Readiness

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Readiness

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Support amp

Readiness

Service

Configuration

amp Activation

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Workforce











45



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

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Problem

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Readiness

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Support amp

Readiness

Service

Configuration

amp Activation

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46



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

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Management

Resource

Performance

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Quality

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Problem

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Response

SPRM

Support amp

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Readiness

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Support amp

Readiness

Service

Configuration

amp Activation

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Workforce









47



Operations







Management



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SP

Performance

Management

SP Problem

Reporting amp

Management

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Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

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Management

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amp Payments

Management

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amp Mediation

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Response

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Support amp

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Readiness

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Readiness

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Configuration

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amp ReportingManage

Workforce










48




BusinessDevelopment


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Management




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RelationsManagement


LegalManagement



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ResearchManagement

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Program









Management





SecurityManagement


FraudManagement

InsuranceManagement

AuditManagement



Level 0

Level 1

Level 2

Level 0

Level 1






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Employeeamp Labor

Relations Mgt


AssetManagement

FinancialManagement



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49








50










52




Operat ions









Selling



SP

Per formance

M a na ge m e nt

S P Problem

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Requisit ion

M a na ge m e nt

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Service

Problem

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Customer

Q o S S L A

M a na ge m e nt

SP Sett lements

amp Payments

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amp Mediat ion

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Response

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S M amp O

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53






（省略）





54







55




Request-to-Answer

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Problem-to-Solution





Usage-to-Usage Data

Capacity Management













58















60



















61




約約約約$1350















62




















42



Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

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Performance

Management

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Quality

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Problem

Management

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Management

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amp Payments

Management

Service Guiding

amp Mediation

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Response

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Support amp

Readiness

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Readiness

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Support amp

Readiness

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Workforce






















43



Operations





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SP

Performance

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SP Problem

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Management

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Management

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amp Mediation

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Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

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Workforce










44



Operations







Management



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SP

Performance

Management

SP Problem

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Management

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Response

SPRM

Support amp

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amp ReportingManage

Workforce











45



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage








46



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce









47



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce










48




BusinessDevelopment


Enterprise





Management




Shareholder

RelationsManagement


LegalManagement



KnowledgeManagement

ResearchManagement

TechnologyScanning




Program









Management





SecurityManagement


FraudManagement

InsuranceManagement

AuditManagement



Level 0

Level 1

Level 2

Level 0

Level 1






WorkforceStrategy


Employeeamp Labor

Relations Mgt


AssetManagement

FinancialManagement



Management





49








50










52




Operat ions









Selling



SP

Per formance

M a na ge m e nt

S P Problem

Repo rt ing amp

M a na ge m e nt

S P

Requisit ion

M a na ge m e nt

Resource

Provis ioning

Resource

Trouble

M a na ge m e nt

Resource

Per formance

M a na ge m e nt

Service

Quali ty

M a na ge m e nt

Service

Problem

M a na ge m e nt

Customer

Q o S S L A

M a na ge m e nt

SP Sett lements

amp Payments

M a na ge m e nt


amp Mediat ion

Market ing

Fulf i l lment

Response

SPRM


S M amp O

Support amp

Readiness

R M amp O

Support amp

Readiness

C R M

Support amp

Readiness

Service

Configurat ion

amp A ct ivation

Order

Handling

Problem

Handling



M a na ge





Workforce





53






（省略）





54







55




Request-to-Answer

Order-to-Payment

Usage-to-Payment

Request-to-Change


Problem-to-Solution





Usage-to-Usage Data

Capacity Management













58















60



















61




約約約約$1350















62




















43



Operations





Operations





Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce










44



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce











45



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage








46



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce









47



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce










48




BusinessDevelopment


Enterprise





Management




Shareholder

RelationsManagement


LegalManagement



KnowledgeManagement

ResearchManagement

TechnologyScanning




Program









Management





SecurityManagement


FraudManagement

InsuranceManagement

AuditManagement



Level 0

Level 1

Level 2

Level 0

Level 1






WorkforceStrategy


Employeeamp Labor

Relations Mgt


AssetManagement

FinancialManagement



Management





49








50










52




Operat ions









Selling



SP

Per formance

M a na ge m e nt

S P Problem

Repo rt ing amp

M a na ge m e nt

S P

Requisit ion

M a na ge m e nt

Resource

Provis ioning

Resource

Trouble

M a na ge m e nt

Resource

Per formance

M a na ge m e nt

Service

Quali ty

M a na ge m e nt

Service

Problem

M a na ge m e nt

Customer

Q o S S L A

M a na ge m e nt

SP Sett lements

amp Payments

M a na ge m e nt


amp Mediat ion

Market ing

Fulf i l lment

Response

SPRM


S M amp O

Support amp

Readiness

R M amp O

Support amp

Readiness

C R M

Support amp

Readiness

Service

Configurat ion

amp A ct ivation

Order

Handling

Problem

Handling



M a na ge





Workforce





53






（省略）





54







55




Request-to-Answer

Order-to-Payment

Usage-to-Payment

Request-to-Change


Problem-to-Solution





Usage-to-Usage Data

Capacity Management













58















60



















61




約約約約$1350















62




















44



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce











45



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage








46



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce









47



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce










48




BusinessDevelopment


Enterprise





Management




Shareholder

RelationsManagement


LegalManagement



KnowledgeManagement

ResearchManagement

TechnologyScanning




Program









Management





SecurityManagement


FraudManagement

InsuranceManagement

AuditManagement



Level 0

Level 1

Level 2

Level 0

Level 1






WorkforceStrategy


Employeeamp Labor

Relations Mgt


AssetManagement

FinancialManagement



Management





49








50










52




Operat ions









Selling



SP

Per formance

M a na ge m e nt

S P Problem

Repo rt ing amp

M a na ge m e nt

S P

Requisit ion

M a na ge m e nt

Resource

Provis ioning

Resource

Trouble

M a na ge m e nt

Resource

Per formance

M a na ge m e nt

Service

Quali ty

M a na ge m e nt

Service

Problem

M a na ge m e nt

Customer

Q o S S L A

M a na ge m e nt

SP Sett lements

amp Payments

M a na ge m e nt


amp Mediat ion

Market ing

Fulf i l lment

Response

SPRM


S M amp O

Support amp

Readiness

R M amp O

Support amp

Readiness

C R M

Support amp

Readiness

Service

Configurat ion

amp A ct ivation

Order

Handling

Problem

Handling



M a na ge





Workforce





53






（省略）





54







55




Request-to-Answer

Order-to-Payment

Usage-to-Payment

Request-to-Change


Problem-to-Solution





Usage-to-Usage Data

Capacity Management













58















60



















61




約約約約$1350















62




















45



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage








46



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce









47



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce










48




BusinessDevelopment


Enterprise





Management




Shareholder

RelationsManagement


LegalManagement



KnowledgeManagement

ResearchManagement

TechnologyScanning




Program









Management





SecurityManagement


FraudManagement

InsuranceManagement

AuditManagement



Level 0

Level 1

Level 2

Level 0

Level 1






WorkforceStrategy


Employeeamp Labor

Relations Mgt


AssetManagement

FinancialManagement



Management





49








50










52




Operat ions









Selling



SP

Per formance

M a na ge m e nt

S P Problem

Repo rt ing amp

M a na ge m e nt

S P

Requisit ion

M a na ge m e nt

Resource

Provis ioning

Resource

Trouble

M a na ge m e nt

Resource

Per formance

M a na ge m e nt

Service

Quali ty

M a na ge m e nt

Service

Problem

M a na ge m e nt

Customer

Q o S S L A

M a na ge m e nt

SP Sett lements

amp Payments

M a na ge m e nt


amp Mediat ion

Market ing

Fulf i l lment

Response

SPRM


S M amp O

Support amp

Readiness

R M amp O

Support amp

Readiness

C R M

Support amp

Readiness

Service

Configurat ion

amp A ct ivation

Order

Handling

Problem

Handling



M a na ge





Workforce





53






（省略）





54







55




Request-to-Answer

Order-to-Payment

Usage-to-Payment

Request-to-Change


Problem-to-Solution





Usage-to-Usage Data

Capacity Management













58















60



















61




約約約約$1350















62




















46



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce









47



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce










48




BusinessDevelopment


Enterprise





Management




Shareholder

RelationsManagement


LegalManagement



KnowledgeManagement

ResearchManagement

TechnologyScanning




Program









Management





SecurityManagement


FraudManagement

InsuranceManagement

AuditManagement



Level 0

Level 1

Level 2

Level 0

Level 1






WorkforceStrategy


Employeeamp Labor

Relations Mgt


AssetManagement

FinancialManagement



Management





49








50










52




Operat ions









Selling



SP

Per formance

M a na ge m e nt

S P Problem

Repo rt ing amp

M a na ge m e nt

S P

Requisit ion

M a na ge m e nt

Resource

Provis ioning

Resource

Trouble

M a na ge m e nt

Resource

Per formance

M a na ge m e nt

Service

Quali ty

M a na ge m e nt

Service

Problem

M a na ge m e nt

Customer

Q o S S L A

M a na ge m e nt

SP Sett lements

amp Payments

M a na ge m e nt


amp Mediat ion

Market ing

Fulf i l lment

Response

SPRM


S M amp O

Support amp

Readiness

R M amp O

Support amp

Readiness

C R M

Support amp

Readiness

Service

Configurat ion

amp A ct ivation

Order

Handling

Problem

Handling



M a na ge





Workforce





53






（省略）





54







55




Request-to-Answer

Order-to-Payment

Usage-to-Payment

Request-to-Change


Problem-to-Solution





Usage-to-Usage Data

Capacity Management













58















60



















61




約約約約$1350















62




















47



Operations







Management



Selling



SP

Performance

Management

SP Problem

Reporting amp

Management

SP

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS SLA

Management

SP Settlements

amp Payments

Management

Service Guiding

amp Mediation

Marketing

Fulfillment

Response

SPRM

Support amp

Readiness

SMampO

Support amp

Readiness

RMampOSupport amp

Readiness

CRM

Support amp

Readiness

Service

Configuration

amp Activation

Order

Handling

Problem

Handling




Charging


Resource Mediation

amp ReportingManage

Workforce










48




BusinessDevelopment


Enterprise





Management




Shareholder

RelationsManagement


LegalManagement



KnowledgeManagement

ResearchManagement

TechnologyScanning




Program









Management





SecurityManagement


FraudManagement

InsuranceManagement

AuditManagement



Level 0

Level 1

Level 2

Level 0

Level 1






WorkforceStrategy


Employeeamp Labor

Relations Mgt


AssetManagement

FinancialManagement



Management





49








50










52




Operat ions









Selling



SP

Per formance

M a na ge m e nt

S P Problem

Repo rt ing amp

M a na ge m e nt

S P

Requisit ion

M a na ge m e nt

Resource

Provis ioning

Resource

Trouble

M a na ge m e nt

Resource

Per formance

M a na ge m e nt

Service

Quali ty

M a na ge m e nt

Service

Problem

M a na ge m e nt

Customer

Q o S S L A

M a na ge m e nt

SP Sett lements

amp Payments

M a na ge m e nt


amp Mediat ion

Market ing

Fulf i l lment

Response

SPRM


S M amp O

Support amp

Readiness

R M amp O

Support amp

Readiness

C R M

Support amp

Readiness

Service

Configurat ion

amp A ct ivation

Order

Handling

Problem

Handling



M a na ge





Workforce





53






（省略）





54







55




Request-to-Answer

Order-to-Payment

Usage-to-Payment

Request-to-Change


Problem-to-Solution





Usage-to-Usage Data

Capacity Management













58















60



















61




約約約約$1350















62




















48




BusinessDevelopment


Enterprise





Management




Shareholder

RelationsManagement


LegalManagement



KnowledgeManagement

ResearchManagement

TechnologyScanning




Program









Management





SecurityManagement


FraudManagement

InsuranceManagement

AuditManagement



Level 0

Level 1

Level 2

Level 0

Level 1






WorkforceStrategy


Employeeamp Labor

Relations Mgt


AssetManagement

FinancialManagement



Management





49








50










52




Operat ions









Selling



SP

Per formance

M a na ge m e nt

S P Problem

Repo rt ing amp

M a na ge m e nt

S P

Requisit ion

M a na ge m e nt

Resource

Provis ioning

Resource

Trouble

M a na ge m e nt

Resource

Per formance

M a na ge m e nt

Service

Quali ty

M a na ge m e nt

Service

Problem

M a na ge m e nt

Customer

Q o S S L A

M a na ge m e nt

SP Sett lements

amp Payments

M a na ge m e nt


amp Mediat ion

Market ing

Fulf i l lment

Response

SPRM


S M amp O

Support amp

Readiness

R M amp O

Support amp

Readiness

C R M

Support amp

Readiness

Service

Configurat ion

amp A ct ivation

Order

Handling

Problem

Handling



M a na ge





Workforce





53






（省略）





54







55




Request-to-Answer

Order-to-Payment

Usage-to-Payment

Request-to-Change


Problem-to-Solution





Usage-to-Usage Data

Capacity Management













58















60



















61




約約約約$1350















62




















49








50










52




Operat ions









Selling



SP

Per formance

M a na ge m e nt

S P Problem

Repo rt ing amp

M a na ge m e nt

S P

Requisit ion

M a na ge m e nt

Resource

Provis ioning

Resource

Trouble

M a na ge m e nt

Resource

Per formance

M a na ge m e nt

Service

Quali ty

M a na ge m e nt

Service

Problem

M a na ge m e nt

Customer

Q o S S L A

M a na ge m e nt

SP Sett lements

amp Payments

M a na ge m e nt


amp Mediat ion

Market ing

Fulf i l lment

Response

SPRM


S M amp O

Support amp

Readiness

R M amp O

Support amp

Readiness

C R M

Support amp

Readiness

Service

Configurat ion

amp A ct ivation

Order

Handling

Problem

Handling



M a na ge





Workforce





53






（省略）





54







55




Request-to-Answer

Order-to-Payment

Usage-to-Payment

Request-to-Change


Problem-to-Solution





Usage-to-Usage Data

Capacity Management













58















60



















61




約約約約$1350















62




















50










52




Operat ions









Selling



SP

Per formance

M a na ge m e nt

S P Problem

Repo rt ing amp

M a na ge m e nt

S P

Requisit ion

M a na ge m e nt

Resource

Provis ioning

Resource

Trouble

M a na ge m e nt

Resource

Per formance

M a na ge m e nt

Service

Quali ty

M a na ge m e nt

Service

Problem

M a na ge m e nt

Customer

Q o S S L A

M a na ge m e nt

SP Sett lements

amp Payments

M a na ge m e nt


amp Mediat ion

Market ing

Fulf i l lment

Response

SPRM


S M amp O

Support amp

Readiness

R M amp O

Support amp

Readiness

C R M

Support amp

Readiness

Service

Configurat ion

amp A ct ivation

Order

Handling

Problem

Handling



M a na ge





Workforce





53






（省略）





54







55




Request-to-Answer

Order-to-Payment

Usage-to-Payment

Request-to-Change


Problem-to-Solution





Usage-to-Usage Data

Capacity Management













58















60



















61




約約約約$1350















62

























52




Operat ions









Selling



SP

Per formance

M a na ge m e nt

S P Problem

Repo rt ing amp

M a na ge m e nt

S P

Requisit ion

M a na ge m e nt

Resource

Provis ioning

Resource

Trouble

M a na ge m e nt

Resource

Per formance

M a na ge m e nt

Service

Quali ty

M a na ge m e nt

Service

Problem

M a na ge m e nt

Customer

Q o S S L A

M a na ge m e nt

SP Sett lements

amp Payments

M a na ge m e nt


amp Mediat ion

Market ing

Fulf i l lment

Response

SPRM


S M amp O

Support amp

Readiness

R M amp O

Support amp

Readiness

C R M

Support amp

Readiness

Service

Configurat ion

amp A ct ivation

Order

Handling

Problem

Handling



M a na ge





Workforce





53






（省略）





54







55




Request-to-Answer

Order-to-Payment

Usage-to-Payment

Request-to-Change


Problem-to-Solution





Usage-to-Usage Data

Capacity Management













58















60



















61




約約約約$1350















62




















53






（省略）





54







55




Request-to-Answer

Order-to-Payment

Usage-to-Payment

Request-to-Change


Problem-to-Solution





Usage-to-Usage Data

Capacity Management













58















60



















61




約約約約$1350















62




















54







55




Request-to-Answer

Order-to-Payment

Usage-to-Payment

Request-to-Change


Problem-to-Solution





Usage-to-Usage Data

Capacity Management













58















60



















61




約約約約$1350















62




















55




Request-to-Answer

Order-to-Payment

Usage-to-Payment

Request-to-Change


Problem-to-Solution





Usage-to-Usage Data

Capacity Management













58















60



















61




約約約約$1350















62



























58















60



















61




約約約約$1350















62

























60



















61




約約約約$1350















62




















61




約約約約$1350















62




















62

















China ETOM Training

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Transcript of China ETOM Training