GB921D L3 Process Decompositions R15.5.0

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Frameworx Standard

Business Process

Framework (eTOM)

Process Decompositions and Descriptions

Business Process FrameworkGB921 Addendum DRelease 15.5.0November 2015

Latest Update: Frameworx Release 15.5 Member Evaluation

Version 15.5.1 IPR Mode: R!"

© TM Forum 2015. All Rights Reserved.


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Addendum D – Process Decompositions and DescriptionsBusiness Process Framework (eTOM) R15.5.

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!able o" #onensTABLE OF CONTENTS..........................................................................................3

LIST OF FIG!ES.............................................................................................."#

P!EFACE.........................................................................................................."$

INT!O%CTION................................................................................................"&

PROC!! A!!OC"AT"O#! A#$ "$!.........................................................................."&

P!OCESS %ECOMPOSITIONS ' %ESC!IPTIONS..................................................."

1.1. MAR%T&!A'! MA#A(M#T $OMA"#................................................................................2)

Market Strategy & Policy................................................................................................27

Sales Strategy & Planning..............................................................................................27

Sales Forecasting...........................................................................................................28

Sales Development........................................................................................................28

Market Sales Support & Readiness.................................................................................29

Sales !annel Management..........................................................................................."#Selling............................................................................................................................ "$

Marketing Ful%llment Response....................................................................................."2

ontact'eadProspect Management............................................................................."2

Market Per(ormance Management.................................................................................""

Sales Per(ormance Management....................................................................................""

Marketing ommunications............................................................................................""

Marketing ampaign Management................................................................................")

*rand Management........................................................................................................"+

Market Researc!............................................................................................................ ",

-dvertising.....................................................................................................................",

1.1.1 MAR%T ! TRAT(* + PO'"C*...........................................................................................,-

Market Strategy & Policy................................................................................................"8at!er & -naly/e Market 0n(ormation............................................................................"9

1stalis! Market Strategy.............................................................................................."9

1stalis! Market Segments............................................................................................)#

'ink Market Segments & Products................................................................................. )#

ain ommitment to Marketing Strategy.......................................................................)$

1.1.2 !A'! ! TRAT(* + P'A##"#(.........................................................................................1

Sales Strategy & Planning..............................................................................................)2

Develop Sales Relations!ip............................................................................................ )2

1stalis! Sales *udget...................................................................................................)"

1stalis! Sales oals and Measures...............................................................................)"

Develop Sales !annel Strategy....................................................................................))

1stalis! Revenue overage Plan..................................................................................)+

1.1., !A'! FORCA!T"#(....................................................................................................../

Sales Forecasting...........................................................................................................),

Set Sales Forecast oal..................................................................................................),

at!er Forecast Data.....................................................................................................)7

Develop Sales Forecast..................................................................................................)7

Distriute Sales Forecast...............................................................................................)8

1valuate Sales Forecast 3utcomes................................................................................ )8

1.1.5 !A'! $'OPM#T.....................................................................................................9

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Sales Development........................................................................................................)9

Monitor Sales & !annel *est Practice...........................................................................+#

Develop Sales & !annel Proposals...............................................................................+#

Develop 4e5 Sales !annels & Processes.....................................................................+$

1.1.) MAR%T !A'! !PPORT + RA$"#!!.............................................................................52

Market Sales Support & Readiness.................................................................................+2

Support Selling...............................................................................................................+"Manage Sales 0nventory.................................................................................................+)

1.1.9 !''"#(...................................................................................................................... 5/

Selling............................................................................................................................ +,

6uali(y 3pportunity........................................................................................................+,

4egotiate Salesontract............................................................................................... +7

rossp Selling............................................................................................................. +8

Develop Sales Proposal..................................................................................................+9

Manage Sales -ccounts.................................................................................................,#

-cuire ustomer Data..................................................................................................,#

1.1.10 MAR%T"#( F'F"''M#T R!PO#!.............................................................................../1

Marketing Ful%llment Response.....................................................................................,$

1.1.11 CO#TACT&'A$&PRO!PCT MA#A(M#T........................................................................./2ontact'eadProspect Management.............................................................................,2

Manage ontact.............................................................................................................,"

rack 'ead......................................................................................................................,"

Manage Prospect........................................................................................................... ,)

1.1.12 MAR%T PRFORMA#C MA#A(M#T #OT F''* $'OP$3........................................../5

!ild process :is; to e determined...............................................................................,+

Market Per(ormance Management.................................................................................,,

1.1.1, !A'! PRFORMA#C MA#A(M#T...............................................................................//

Sales Per(ormance Management....................................................................................,,

Set Sales Per(ormance oals.........................................................................................,7

rackMonitor Sales Per(ormance...................................................................................,7

-naly/e Sales Per(ormance............................................................................................,8Report 3n Sales Per(ormance........................................................................................,8

0mprove Sales Per(ormance........................................................................................... ,9

1.1.1 MAR%T"#( COMM#"CAT"O#!.......................................................................................)0

Marketing ommunications............................................................................................7#

De%ne Marketing ommunications Strategy..................................................................7#

1nsure Marketing ommunication apaility.................................................................7$

Develop Marketing ommunication...............................................................................7$

Deliver Marketing ommunication ollateral.................................................................72

Monitor Marketing ommunication 1


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1nd Marketing ampaign...............................................................................................79

ndertake Marketing ampaigns rend -nalysis...........................................................8#

1.2. PRO$CT MA#A(M#T $OMA"#.......................................................................................-1

Product & 3


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1.,. C!TOMR MA#A(M#T $OMA"#...................................................................................111

ustomer Support & Readiness...................................................................................$$2

3rder =andling.............................................................................................................$$2

ustomer Management................................................................................................$$"

ustomer 0nteraction Management..............................................................................$$)

ustomer 0n(ormation Management.............................................................................$$+

Prolem =andling.........................................................................................................$$+ustomer 6oSS'- Management.................................................................................$$,

*ill 0nvoice Management..............................................................................................$$7

*ill Payments & Receivales Management...................................................................$$8

*ill 0nuiry =andling.....................................................................................................$$8

Manage *illing 1vents..................................................................................................$$9

!arging...................................................................................................................... $2#

Manage *alances......................................................................................................... $2$

1.,.1 C!TOMR !PPORT + RA$"#!!.................................................................................121

ustomer Support & Readiness...................................................................................$2$

Support ustomer 0nter(ace Management...................................................................$22

Support 3rder =andling............................................................................................... $2"

Support Prolem =andling...........................................................................................$2+Support Retention & 'oyalty........................................................................................$2,

Manage ustomer 0nventory........................................................................................$2,

Support *ill 0nvoice Management.................................................................................$27

Support *ill Payments & Receivales Management.....................................................$28

Support *ill 0nuiry =andling........................................................................................$29

Support !arging......................................................................................................... $29

Support Manage *illing 1vents.....................................................................................$"#

Support Manage *alance............................................................................................. $"$

1.,.2 C!TOMR PR"#C MA#A(M#T............................................................................1,2

ustomer 1>perience Management.............................................................................$"2

ustomer 1>perience Maturity -ssessment.................................................................$"2

ustomer 1>perience ?ourney Design & 'i(ecycle........................................................$""ustomer 1>perience Metrics -nalysis.........................................................................$""

1.,., OR$R 6A#$'"#(....................................................................................................... 1,

3rder =andling.............................................................................................................$")

Determine ustomer 3rder Feasiility.........................................................................$"+

-ut!ori/e redit...........................................................................................................$",

rack & Manage ustomer 3rder =andling..................................................................$",

omplete ustomer 3rder...........................................................................................$"7

0ssue ustomer 3rders.................................................................................................$"8

Report ustomer 3rder =andling.................................................................................$"9

lose ustomer 3rder..................................................................................................$"9

1.,. C!TOMR MA#A(M#T............................................................................................. 10

ustomer Management................................................................................................$)#

1nale Retention & 'oyalty..........................................................................................$)$

1stalis! ustomer Relations!ip..................................................................................$)$

Re@estalis! ustomer Relations!ip.............................................................................$)2

erminate ustomer Relations!ip................................................................................ $)"

1.,.5 C!TOMR "#TRACT"O# MA#A(M#T...........................................................................1

ustomer 0nteraction Management..............................................................................$))

reate ustomer 0nteraction........................................................................................$)+

pdate ustomer 0nteraction.......................................................................................$)+

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lose ustomer 0nteraction..........................................................................................$),

'og ustomer 0nteraction.............................................................................................$),

4oti(y ustomer...........................................................................................................$),

rack and Manage ustomer 0nteraction......................................................................$)7

Report ustomer interaction........................................................................................$)8

-ut!enticate ser........................................................................................................$)8

ustomer 0nter(ace Management.................................................................................$)91.,./ C!TOMR "#FORMAT"O# MA#A(M#T..........................................................................19

ustomer 0n(ormation Management.............................................................................$)9

reate ustomer Record..............................................................................................$+#

pdate ustomer Data.................................................................................................$+$

4oti(y ustomer Data !ange......................................................................................$+$

-rc!ive ustomer Data................................................................................................ $+2

*uild a uni%ed customer vie5......................................................................................$+2

1.,.) PRO4'M 6A#$'"#(....................................................................................................15,

Prolem =andling.........................................................................................................$+"

0solate ustomer Prolem............................................................................................$+)

Report ustomer Prolem............................................................................................ $+)

rack & Manage ustomer Prolem.............................................................................$++lose ustomer Prolem Report..................................................................................$+,

reate ustomer Prolem Report................................................................................ $+7

orrect & Recover ustomer Prolem..........................................................................$+7

1.,.- C!TOMR 7O!&!'A MA#A(M#T...............................................................................15-

ustomer 6oSS'- Management.................................................................................$+9

-ssess ustomer 6oSS'- Per(ormance......................................................................$+9

Manage 6oSS'- Aiolation...........................................................................................$,#

Report ustomer 6oS Per(ormance............................................................................. $,$

reate ustomer 6oS Per(ormance Degradation Report..............................................$,$

rack & Manage ustomer 6oS Per(ormance Resolution.............................................$,2

lose ustomer 6oS Per(ormance Degradation Report................................................$,"

1.,.9 4"'' "#O"C MA#A(M#T...........................................................................................1/*ill 0nvoice Management..............................................................................................$,)

-pply PricingB DiscountingB -dCustments & Reates.....................................................$,+

reate ustomer *ill 0nvoice........................................................................................$,,

Produce & Distriute *ill.............................................................................................. $,,

1.,.10 4"'' PA*M#T! + RC"A4'! MA#A(M#T................................................................1/-

*ill Payments & Receivales Management...................................................................$,8

Manage ustomer *illing.............................................................................................$,9

Manage ustomer Payments.......................................................................................$,9

Manage ustomer Det ollection...............................................................................$7#

1.,.11 4"'' "#7"R* 6A#$'"#(............................................................................................. 1)1

*ill 0nuiry =andling.....................................................................................................$72

reate ustomer *ill 0nuiry Report.............................................................................$72

-ssess ustomer *ill 0nuiry Report.............................................................................$7"

-ut!ori/e ustomer *ill 0nvoice -dCustment................................................................$7)

rack & Manage ustomer *ill 0nuiry Resolution........................................................$7+

Report ustomer *ill 0nuiry........................................................................................$7,

lose ustomer *ill 0nuiry Report...............................................................................$7,

1.,.12 MA#A( 4"''"#( #T!........................................................................................... 1))

Manage *illing 1vents..................................................................................................$77

1nric! *illing 1vents.....................................................................................................$78

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uide *illing 1vents..................................................................................................... $79

Mediate *illing 1vents..................................................................................................$79

Report *illing 1vent Records........................................................................................$8#

1.,.1, C6AR("#(...............................................................................................................1-0

!arging...................................................................................................................... $8$

Per(orm Rating.............................................................................................................$8$

-pply Rate 'evel Discounts..........................................................................................$82 -ggregate 0tems For !arging..................................................................................... $82

Manage ustomer !arging =ierarc!y.........................................................................$8"

Provide -dvice o( !argeRate.....................................................................................$8)

1.,.1 MA#A( 4A'A#C!...................................................................................................1-

Manage *alances......................................................................................................... $8)

Manage *alance ontainers.........................................................................................$8+

Manage *alance Policies..............................................................................................$8,

Manage *alance 3perations........................................................................................ $8,

-ut!ori/e ransaction *ased on *alance......................................................................$87

1.. !R"C MA#A(M#T $OMA"#.......................................................................................1--

Service Strategy & Planning.........................................................................................$88

Service apaility Delivery..........................................................................................$89Service Development & Retirement.............................................................................$89

SM&3 Support & Readiness.........................................................................................$9#

Service on%guration & -ctivation...............................................................................$9$

Service Prolem Management.....................................................................................$92

Service 6uality Management....................................................................................... $9"

Service uiding & Mediation........................................................................................$9"

1..1 !R"C ! TRAT(* + P'A##"#(....................................................................................19

Service Strategy & Planning.........................................................................................$9)

at!er & -naly/e Service 0n(ormation.........................................................................$9+

Manage Service Researc!............................................................................................ $9,

1stalis! Service Strategy & oals..............................................................................$9,

De%ne Service Support Strategies...............................................................................$97Produce Service *usiness Plans...................................................................................$98

Develop Service Partners!ip Reuirements.................................................................$99

ain 1nterprise ommitment to Service Strategies.....................................................$99

1..2 !R"C CAPA4"'"T* $'"R*....................................................................................... 200

Service apaility Delivery..........................................................................................2##

Map & -naly/e Service Reuirements..........................................................................2#$

apture Service apaility S!ort(alls...........................................................................2#$

ain Service apaility 0nvestment -pproval..............................................................2#2

Design Service apailities..........................................................................................2#"

1nale Service Support & 3perations..........................................................................2#"

Manage Service apaility Delivery.............................................................................2#)

Manage =andover to Service 3perations.....................................................................2#+

1.., !R"C $'OPM#T + RT"RM#T...........................................................................20/

Service Development & Retirement.............................................................................2#,

at!er & -naly/e 4e5 Service 0deas...........................................................................2#,

-ssess Per(ormance o( 1>isting Services.....................................................................2#7

Develop 4e5 Service *usiness Proposal......................................................................2#8

Develop Detailed Service Speci%cations......................................................................2#8

Manage Service Development.....................................................................................2#9

Manage Service Deployment.......................................................................................2$#

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Manage Service 1>it.....................................................................................................2$#

1.. !M+O !PPORT + RA$"#!!......................................................................................211

SM&3 Support & Readiness.........................................................................................2$$

Manage Service 0nventory............................................................................................2$2

1nale Service on%guration & -ctivation...................................................................2$"

Support Service Prolem Management........................................................................ 2$+

1nale Service 6uality Management............................................................................2$,Support Service & Speci%c 0nstance Rating..................................................................2$7

1..5 !R"C CO#F"(RAT"O# + ACT"AT"O#..........................................................................21-

Service on%guration & -ctivation...............................................................................2$8

Design Solution............................................................................................................ 2$9

-llocate Speci%c Service Parameters to Services.........................................................22#

rack & Manage Service Provisioning...........................................................................22$

0mplementB on%gure & -ctivate Service....................................................................222

est Service 1nd@to@1nd...............................................................................................22"

0ssue Service 3rders....................................................................................................22"

Report Service Provisioning......................................................................................... 22)

lose Service 3rder.....................................................................................................22+

Recover Service...........................................................................................................22+1../ !R"C PRO4'M MA#A(M#T...................................................................................22/

Service Prolem Management.....................................................................................227

reate Service roule Report.....................................................................................227

Diagnose Service Prolem........................................................................................... 228

orrect & Resolve Service Prolem..............................................................................229

rack & Manage Service Prolem.................................................................................2"#

Report Service Prolem................................................................................................2"$

lose Service roule Report....................................................................................... 2"2

Survey & -naly/e Service Prolem..............................................................................2"2

1..) !R"C 7A'"T* MA#A(M#T.....................................................................................2,

Service 6uality Management....................................................................................... 2")

Monitor Service 6uality................................................................................................2"+ -naly/e Service 6uality............................................................................................... 2",

0mprove Service 6uality...............................................................................................2"7

Report Service 6uality Per(ormance............................................................................2"7

reate Service Per(ormance Degradation Report.........................................................2"8

rack & Manage Service 6uality Per(ormance Resolution............................................2"9

lose Service Per(ormance Degradation Report...........................................................2)#

1..- !R"C ("$"#( + M$"AT"O#.....................................................................................21

Service uiding & Mediation........................................................................................2)$

Mediate Service sage Records...................................................................................2)2

Report Service sage Records..................................................................................... 2)2

uide Resource sage Records...................................................................................2)"

1.5. R!ORC MA#A(M#T $OMA"#....................................................................................2,

Resource Strategy & Planning......................................................................................2))

Resource apaility Delivery.......................................................................................2)+

Resource Development & Retirement..........................................................................2),

RM&3 Support & Readiness.........................................................................................2),

ork(orce Management...............................................................................................2)7

Resource Provisioning..................................................................................................2)9

Resource Data ollection & Distriution......................................................................2+#

Resource roule Management....................................................................................2+$

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Resource Per(ormance Management...........................................................................2+2

Resource Mediation & Reporting..................................................................................2+2

1.5.1 R!ORC ! TRAT(* + P'A##"#(.................................................................................25,

Resource Strategy & Planning......................................................................................2+"

at!er & -naly/e Resource 0n(ormation......................................................................2+)

Manage Resource Researc!.........................................................................................2++

1stalis! Resource Strategy & -rc!itecture.................................................................2+,De%ne Resource Support Strategies............................................................................2+7

Produce Resource *usiness Plans................................................................................ 2+7

Develop Resource Partners!ip Reuirements..............................................................2+8

ain 1nterprise ommitment to Resource Plans..........................................................2+9

Resource Mediation & Reporting..................................................................................2+9

1.5.2 R!ORC CAPA4"'"T* $'"R*....................................................................................2/0

Resource apaility Delivery.......................................................................................2,#

Map & -naly/e Resource Reuirements.......................................................................2,$

apture Resource apaility S!ort(alls........................................................................2,2

ain Resource apaility 0nvestment -pproval...........................................................2,2

Design Resource apailities.......................................................................................2,"

1nale Resource Support & 3perations.......................................................................2,)Manage Resource apaility Delivery..........................................................................2,+

Manage =andover to Resource 3perations..................................................................2,+

1.5., R!ORC $'OPM#T + RT"RM#T........................................................................2//

Resource Development & Retirement..........................................................................2,,

at!er & -naly/e 4e5 Resource 0deas........................................................................2,7

-ssess Per(ormance o( 1>isting Resources.................................................................. 2,8

Develop 4e5 Resource *usiness Proposal...................................................................2,8

Develop Detailed Resource Speci%cations...................................................................2,9

Manage Resource Development..................................................................................27#

Manage Resource Deployment....................................................................................27#

Manage Resource 1>it..................................................................................................27$

1.5. RM+O !PPORT + RA$"#!!.....................................................................................2)2RM&3 Support & Readiness.........................................................................................272

1nale Resource Provisioning......................................................................................27"

1nale Resource Per(ormance Management................................................................27+

Support Resource roule Management......................................................................27,

1nale Resource Data ollection & Distriution...........................................................277

Manage Resource 0nventory.........................................................................................279

Manage 'ogistics......................................................................................................... 28#

1.5.5 8OR%FORC MA#A(M#T...........................................................................................2-1

ork(orce Management...............................................................................................282

Manage Sc!edules & -ppointments.............................................................................28"

Plan and Forecast ork(orce Management..................................................................28)

-dminister and on%gure ork(orce Management......................................................28)

Report ork(orce Management................................................................................... 28+

Manage ork 3rder 'i(ecycle...................................................................................... 28,

1.5./ R!ORC PRO"!"O#"#(.............................................................................................2-)

Resource Provisioning..................................................................................................287

-llocate & 0nstall Resource...........................................................................................288

on%gure & -ctivate Resource.................................................................................... 29#

est Resource...............................................................................................................29#

rack & Manage Resource Provisioning........................................................................29$



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Report Resource Provisioning...................................................................................... 292

lose Resource 3rder..................................................................................................292

0ssue Resource 3rders................................................................................................. 29"

Recover Resource........................................................................................................29)

1.5.) R!ORC $ATA CO''CT"O# + $"!TR"4T"O#.................................................................295

Resource Data ollection & Distriution......................................................................29+

ollect Management and Security 0n(ormation & Data................................................29,Process Management and Security 0n(ormation & Data...............................................29,

Distriute Management and Security 0n(ormation & Data............................................297

-udit Management and Security Data ollection & Distriution..................................298

1.5.- R!ORC TRO4' MA#A(M#T................................................................................299

Resource roule Management....................................................................................299

Survey & -naly/e Resource roule............................................................................."##

'ocali/e Resource roule............................................................................................"#2

orrect & Resolve Resource roule............................................................................"#2

rack & Manage Resource roule..............................................................................."#"

Report Resource roule.............................................................................................."#)

lose Resource roule Report...................................................................................."#+

reate Resource roule Report.................................................................................."#+1.5.9 R!ORC PRFORMA#C MA#A(M#T.........................................................................,0)

Resource Per(ormance Management..........................................................................."#7

Monitor Resource Per(ormance.................................................................................... "#8

-naly/e Resource Per(ormance...................................................................................."#9

ontrol Resource Per(ormance....................................................................................."$#

Report Resource Per(ormance....................................................................................."$#

reate Resource Per(ormance Degradation Report......................................................"$$

rack & Manage Resource Per(ormance Resolution....................................................."$2

lose Resource Per(ormance Degradation Report........................................................"$"

1.5.10 R!ORC M$"AT"O# + RPORT"#(............................................................................,1

Resource Mediation & Reporting.................................................................................."$)

Mediate Resource sage Records................................................................................"$+Report Resource sage Records.................................................................................."$+

1./. #(A($ PART* $OMA"#...............................................................................................,1/

Party Strategy & Planning............................................................................................"$,

Party ender Management..........................................................................................."$,

Party Support & Readiness..........................................................................................."$7

Party Privacy Management.........................................................................................."$8

Party 3rder =andling..................................................................................................."$9

Party 0nteraction Management....................................................................................."2#

Party Prolem =andling............................................................................................... "2#

Party Per(ormance Management.................................................................................."2$

Party Settlements & Payments Management..............................................................."22

Party *ill 0nuiry =andling............................................................................................"2"

1./.1 PART* ! TRAT(* + P'A##"#( #OT F''* $'OP$3.....................................................,2

!ild process:es; to e determined............................................................................."2)

Party Strategy & Planning............................................................................................"2+

1./.2 PART* T#$R MA#A(M#T........................................................................................,2/

Party ender Management..........................................................................................."2,

Determine t!e Sourcing Reuirements........................................................................"27

Determine Potential Parties........................................................................................."27

Manage t!e ender Process........................................................................................."28



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ain ender Decision -pproval...................................................................................."29

1./., PART* R'AT"O#!6"P $'OPM#T + RT"RM#T..........................................................,,0

Party Relations!ip Development & Retirement............................................................""#

Party Relations!ip Management..................................................................................""$

Party Demograp!ic ollection......................................................................................""$

Party Pro%ling...............................................................................................................""2

1./. PART* OFFR"#( $'OPM#T + RT"RM#T................................................................,,,Party 3ternal Party (or Party 3rder..........................................................................."+"

Determine Party Pre@3rder Feasiility.........................................................................."+)

rack & Manage Party 3rders......................................................................................."++

Receive & -ccept Party 3rder......................................................................................"+,

0ssue Party 3rder........................................................................................................."+,

Report Party 3rders....................................................................................................."+7

lose Party 3rder........................................................................................................."+8

1./.9 PART* "#TRACT"O# MA#A(M#T.................................................................................,59

Party 0nteraction Management....................................................................................."+9

'og Party 0nteraction....................................................................................................",#

4oti(y Party.................................................................................................................. ",#

rack and Manage Party 0nteraction.............................................................................",$

=andle Party 0nteraction :0ncluding Sel( Service;.........................................................",$

-naly/e & Report Party 0nteractions............................................................................",2

Mediate & 3rc!estrate Party 0nteractions....................................................................",2

1./.10 PART* PRO4'M 6A#$'"#(.........................................................................................,/,

Party Prolem =andling............................................................................................... ","

0nitiate Party Prolem..................................................................................................",)



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Receive Party Prolem................................................................................................. ",+

rack & Manage Party Prolem Resolution...................................................................",+

Report Party Prolem Resolution.................................................................................",,

lose Party Prolem.....................................................................................................",,

1./.11 PART* PRFORMA#C MA#A(M#T.............................................................................,/)

Party Per(ormance Management..................................................................................",7

Monitor & ontrol Party Per(ormance...........................................................................",8rack & Manage Party Per(ormance Resolution............................................................",9

Report Party Per(ormance............................................................................................",9

lose Party Per(ormance Degradation Report.............................................................."7#

0nitiate Party Per(ormance Degradation Report............................................................"7$

1./.12 PART* !TT'M#T! + PA*M#T! MA#A(M#T #OT F''* $'OP$3..........................,)2

!ild process:es; to e determined............................................................................."72

Party Settlements & Payments Management..............................................................."7"

1./.1, PART* 4"'' "#7"R* 6A#$'"#(....................................................................................,)

Party *ill 0nuiry =andling............................................................................................"7)

Prepare & Sumit Party *ill 0nuiry.............................................................................."7+

rack & Manage Party *ill 0nuiry Resolution..............................................................."7+

Receive & Process Party *ill 0nuiry 4oti%cations and Responses................................"7,1.). #TRPR"! $OMA"#......................................................................................................,))

Strategic & 1nterprise Planning................................................................................... "77

1nterprise Risk Management......................................................................................."78

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o@ordinate 1nterprise -rc!itecture.............................................................................)#2

Manage 1nterprise -rc!itecture oolsets and -ssociated Standards...........................)#2

Manage & -dminister -rc!itecture Repositories..........................................................)#"

Manage -rc!itecture Skillsets......................................................................................)#"

Provide Re(erence Source (or Standard 3perating 1nvironment..................................)#)

o@ordinate -rc!itecture Revie5..................................................................................)#)

1.).1. (ROP #TRPR"! MA#A(M#T..............................................................................05roup 1nterprise Management....................................................................................)#+

Plan & 0mplement ross@*usiness nit 3peration........................................................)#+

=armoni/e Processes & ommunication Systems across *usiness nits.....................)#,

Manage Funding & ross@Susidies across *usiness nits...........................................)#,

Manage 0nvestment (or *usiness Development...........................................................)#7

o@ordinate *usiness -ctivities.................................................................................... )#7

1.).2 #TRPR"! R"!% MA#A(M#T.....................................................................................0-

1nterprise Risk Management.......................................................................................)#8

*usiness ontinuity Management................................................................................)#9

Security Management..................................................................................................)$#

Fraud Management...................................................................................................... )$2

-udit Management.......................................................................................................)$"0nsurance Management................................................................................................)$"

Revenue -ssurance Management................................................................................)$)

0ntegrity Management..................................................................................................)$+

00' 0 Service ontinuity Management........................................................................)$,

00' 0n(ormation Security Management........................................................................)$7

00' Prolem Management........................................................................................... )$9

1.).2.1 4!"#!! CO#T"#"T* MA#A(M#T...........................................................................25

*usiness ontinuity Management................................................................................)2+

o@ordinate *usiness ontinuity..................................................................................)2,

Plan *usiness ontinuity..............................................................................................)2,

Plan 0n(rastructure Recovery........................................................................................)27

Plan Serious 0ncident Management..............................................................................)27Manage *usiness ontinuity Met!odologies................................................................)28

1.).2.2 !CR"T* MA#A(M#T............................................................................................29

Security Management..................................................................................................)29

Manage Proactive Security Management.....................................................................)"#

Monitor 0ndustry rends (or Security Management.......................................................)"$

De%ne Security Management Policies & Procedures....................................................)"$

-ssist 5it! Security Management Deployment............................................................)"2

Manage Reactive Security Management......................................................................)"2

Detect Potential Security !reats & Aiolations.............................................................)""

0nvestigate Potential Security !reats & Aiolations......................................................)""

De%ne Security Management Prevention.....................................................................)")

De%ne Monitoring to Facilitate Security Management..................................................)")

De%ne Security Management -nalysis.........................................................................)"+

De%ne Security Management policies & procedures to (acilitate detection incidents. .)"+

De%ne 0ncident Management policies and procedures.................................................)",

1.).2., FRA$ MA#A(M#T................................................................................................,)

Fraud Management...................................................................................................... )"7

Fraud Policy Management............................................................................................)"8

Fraud 3perations Support............................................................................................)"8

Fraud 3perations Management....................................................................................)"9



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1.).2. A$"T MA#A(M#T.................................................................................................0

-udit Management.......................................................................................................))#

De%ne -udit Policy.......................................................................................................))$

De%ne -udit Mec!anism.............................................................................................. ))$

-ssess 3perational -ctivities.......................................................................................))2

1valuate 3perational -ctivities....................................................................................))2

Report -udits...............................................................................................................))2 -pply -udit Mec!anisms Proactively............................................................................))"

1.).2.5 "#!RA#C MA#A(M#T..........................................................................................

0nsurance Management................................................................................................)))

0denti(y 0nsurale Risks................................................................................................ )))

-naly/e 0nsurance ost*ene%ts..................................................................................))+

Provide 0nsurance -dvice.............................................................................................))+

Manage 0nsurance Port(olio..........................................................................................)),

1.).2./ R# A!!RA#C MA#A(M#T............................................................................)

Revenue -ssurance Management................................................................................))7

Manage Revenue -ssurance Policy Frame5ork............................................................))8

Manage Revenue -ssurance 3perations......................................................................))9

Support Revenue -ssurance 3perations......................................................................)+#1.)., #TRPR"! FFCT"#!! MA#A(M#T......................................................................51

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Metric Management..................................................................................................... )9$

1.). % #O8'$( + R!ARC6 MA#A(M#T.........................................................................92

Eno5ledge & Researc! Management...........................................................................)92

Eno5ledge Management..............................................................................................)92

Researc! Management................................................................................................ )9"

ec!nology Scanning...................................................................................................)9)

1.)..2 R!ARC6 MA#A(M#T...........................................................................................95Researc! Management................................................................................................ )9+

1valuate R&D *usiness Aalue......................................................................................)9+

Manage R&D 0nvestment.............................................................................................)9,

Manage R&D Program -ctivities..................................................................................)9,

1.).., TC6#O'O(* !CA##"#(............................................................................................9)

ec!nology Scanning...................................................................................................)97

1valuate 1>ternal ec!nology......................................................................................)98

Determine *usiness Aalue o( Potential ec!nology......................................................)98

-ssess ec!nology -cuisition.....................................................................................)99

1.).5 F"#A#C"A' + A!!T MA#A(M#T.................................................................................500

Financial & -sset Management....................................................................................+##

Financial Management.................................................................................................+#$ -sset Management...................................................................................................... +#$

Procurement Management...........................................................................................+#2

1.).5., PROCRM#T MA#A(M#T.....................................................................................50,

Procurement Management...........................................................................................+#"

Manage orporate Procurement & 'ogistics Policies....................................................+#"

De%ne are!ousing Policies........................................................................................ +#)

Develop 'ogisticsransport Policies............................................................................+#)

Develop Stock0nventory Management Policies............................................................+#+

Manage oods -cceptance & =andling........................................................................+#+

1.)./ ! TA%6O'$R + TR#A' R'AT"O#! MA#A(M#T........................................................50/

Stake!older & 1>ternal Relations Management...........................................................+#,

orporate ommunications & 0mage Management......................................................+#7ommunity Relations Management.............................................................................+#7

S!are!older Relations Management............................................................................+#8

Regulatory Management..............................................................................................+#9

'egal Management...................................................................................................... +#9

*oard & S!aresSecurities Management......................................................................+$#

1.)./.1 CORPORAT COMM#"CAT"O#! + "MA( MA#A(M#T....................................................511

orporate ommunications & 0mage Management......................................................+$$

Promote Desired orporate 0mage...............................................................................+$2

Manage Spokespeople.................................................................................................+$2

Manage Messaging...................................................................................................... +$"

1.)./.2 COMM#"T* R'AT"O#! MA#A(M#T.........................................................................51,

ommunity Relations Management.............................................................................+$"

1nsure ommunity Aisiility........................................................................................ +$)

ommunicate ommunity Messaging..........................................................................+$+

=andle ommunity ontacts........................................................................................+$+

1.)./., !6AR6O'$R R'AT"O#! MA#A(M#T......................................................................51/

S!are!older Relations Management............................................................................+$,

Manage S!are!older Relations.....................................................................................+$7

Manage 1mployee S!are Plans....................................................................................+$7

1.)./. R('ATOR* MA#A(M#T........................................................................................51-

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Regulatory Management..............................................................................................+$8

1nsure Regulatory ompliance....................................................................................+$9

=andle Pending Regulations........................................................................................+$9

File ari


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1mployee & 'aor Relations Management...................................................................+)2

Manage 1mployee Relations........................................................................................+)"

Manage 'aor Relations...............................................................................................+)"

1.).- COMMO# #TRPR"! PROC!!!..................................................................................55

ommon 1nterprise Processes.....................................................................................+)+

Data -nalytics.............................................................................................................. +),

1.).-.1 $ATA A#A'*T"C!......................................................................................................5)Data -nalytics.............................................................................................................. +)7

Data 0ngestion..............................................................................................................+)8

Data Management.......................................................................................................+)8

Data -nalysis............................................................................................................... +)9

-nalytics onsumer & Distriution Management.........................................................+)9

Data overnance......................................................................................................... ++#

1.-. COMMO# PROC!! PATTR#! $OMA"#..............................................................................551

ataloging....................................................................................................................++$

apacity Management.................................................................................................++2

1.-.1 CATA'O("#(...............................................................................................................55,

ataloging....................................................................................................................++"

Develop atalog Speci%cation.....................................................................................++)Develop atalog...........................................................................................................++)

1>c!ange atalog........................................................................................................ +++

1.-.2 CAPAC"T* MA#A(M#T...............................................................................................55/

apacity Management.................................................................................................++,

De%ne apacity ime Period........................................................................................++,

Speci(y -vailale apacity...........................................................................................++7

apture apacity Demand...........................................................................................++8

onsume -vailale apacity........................................................................................++8

Monitor apacity.......................................................................................................... ++9

-dCust apacity............................................................................................................++9

Per(orm apacity and apacity Demand rend -nalysis..............................................+,#

IN%E............................................................................................................*&+

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$is o" Fi%ures

Fi%ure 1 1.1. &arke'(ales &ana%emen Domain decom)osiion.....................................................

Fi%ure 1 1.1.1 &arke (rae%* + Polic* decom)osiion....................................................................

Fi%ure 1 1.1.2 (ales (rae%* + Plannin% decom)osiion..................................................................

Fi%ure 1 1.1., (ales Forecasin% decom)osiion................................................................................

Fi%ure 1 1.1.5 (ales Develo)men decom)osiion.............................................................................

Fi%ure 1 1.1.- &arke (ales (u))or + Readiness decom)osiion...................................................

Fi%ure 1 1.1.9 (ellin% decom)osiion...................................................................................................

Fi%ure 1 1.1.10 &arkein% Ful"illmen Res)onse decom)osiion......................................................

Fi%ure 1 1.1.11 #onac'$ead'Pros)ec &ana%emen decom)osiion..............................................

Fi%ure 1 1.1.12 &arke Per"ormance &ana%emen decom)osiion...................................................

Fi%ure 1 1.1.1, (ales Per"ormance &ana%emen decom)osiion.....................................................

Fi%ure 1 1.1.1 &arkein% #ommunicaions decom)osiion.............................................................

Fi%ure 1 1.1.15 &arkein% #am)ai%n &ana%emen decom)osiion..................................................

Fi%ure 1 1.2. Produc &ana%emen Domain decom)osiion..............................................................

Fi%ure 1 1.2.1 Produc + /""er Por"olio Plannin% decom)osiion....................................................

Fi%ure 1 1.2.2 Produc + /""er #a)abili* Deliver* decom)osiion..................................................

Fi%ure 1 1.2. Produc (u))or + Readiness decom)osiion...........................................................

Fi%ure 1 1.2.5 Produc #on"i%uraion &ana%emen decom)osiion.................................................

Fi%ure 1 1.2. Produc Per"ormance &ana%emen decom)osiion.................................................

Fi%ure 1 1.2.- Produc ()eci"icaion + /""erin% Develo)men + Reiremen decom)osiion

........................................................................................................................................................

Fi%ure 1 1.2. Produc #a)aci* &ana%emen decom)osiion........................................................



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Fi%ure 1 1.,. #usomer &ana%emen Domain decom)osiion.........................................................

Fi%ure 1 1.,.1 #usomer (u))or + Readiness decom)osiion......................................................

Fi%ure 1 1.,.2 #usomer 3)erience &ana%emen decom)osiion................................................

Fi%ure 1 1.,., /rder 4andlin% decom)osiion..................................................................................

Fi%ure 1 1.,. #usomer &ana%emen decom)osiion.....................................................................

Fi%ure 1 1.,.5 #usomer neracion &ana%emen decom)osiion.................................................

Fi%ure 1 1.,. #usomer n"ormaion &ana%emen decom)osiion................................................

Fi%ure 1 1.,.- Problem 4andlin% decom)osiion..............................................................................

Fi%ure 1 1.,. #usomer 6o('($A &ana%emen decom)osiion....................................................

Fi%ure 1 1.,.9 Bill nvoice &ana%emen decom)osiion..................................................................

Fi%ure 1 1.,.10 Bill Pa*mens + Receivables &ana%emen decom)osiion..................................

Fi%ure 1 1.,.11 Bill n7uir* 4andlin% decom)osiion........................................................................

Fi%ure 1 1.,.12 &ana%e Billin% vens decom)osiion....................................................................

Fi%ure 1 1.,.1, #8ar%in% decom)osiion...........................................................................................

Fi%ure 1 1.,.1 &ana%e Balances decom)osiion............................................................................

Fi%ure 1 1.. (ervice &ana%emen Domain decom)osiion............................................................

Fi%ure 1 1..1 (ervice (rae%* + Plannin% decom)osiion............................................................

Fi%ure 1 1..2 (ervice #a)abili* Deliver* decom)osiion..............................................................

Fi%ure 1 1.., (ervice Develo)men + Reiremen decom)osiion.................................................

Fi%ure 1 1.. (&+/ (u))or + Readiness decom)osiion............................................................

Fi%ure 1 1..5 (ervice #on"i%uraion + Acivaion decom)osiion.................................................

Fi%ure 1 1.. (ervice Problem &ana%emen decom)osiion.........................................................

Fi%ure 1 1..- (ervice 6uali* &ana%emen decom)osiion...........................................................

Fi%ure 1 1.. (ervice Guidin% + &ediaion decom)osiion............................................................

Fi%ure 1 1.5. Resource &ana%emen Domain decom)osiion.........................................................

Fi%ure 1 1.5.1 Resource (rae%* + Plannin% decom)osiion.........................................................

Fi%ure 1 1.5.2 Resource #a)abili* Deliver* decom)osiion...........................................................

Fi%ure 1 1.5., Resource Develo)men + Reiremen decom)osiion.............................................

Fi%ure 1 1.5. R&+/ (u))or + Readiness decom)osiion............................................................

Fi%ure 1 1.5.5 ork"orce &ana%emen decom)osiion....................................................................

Fi%ure 1 1.5. Resource Provisionin% decom)osiion.....................................................................

Fi%ure 1 1.5.- Resource Daa #ollecion + Disribuion decom)osiion........................................

Fi%ure 1 1.5. Resource !rouble &ana%emen decom)osiion.......................................................

Fi%ure 1 1.5.9 Resource Per"ormance &ana%emen decom)osiion..............................................

Fi%ure 1 1.5.10 Resource &ediaion + Re)orin% decom)osiion...................................................

Fi%ure 1 1.. n%a%ed Par* Domain decom)osiion.......................................................................



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Fi%ure 1 1..1 Par* (rae%* + Plannin% decom)osiion................................................................

Fi%ure 1 1..2 Par* !ender &ana%emen decom)osiion................................................................

Fi%ure 1 1.., Par* Relaions8i) Develo)men + Reiremen decom)osiion..............................

Fi%ure 1 1.. Par* /""erin% Develo)men + Reiremen decom)osiion.....................................

Fi%ure 1 1..5 Par* A%reemen &ana%emen decom)osiion.........................................................

Fi%ure 1 1.. Par* (u))or + Readiness decom)osiion..............................................................

Fi%ure 1 1..- Par* Privac* &ana%emen decom)osiion...............................................................

Fi%ure 1 1.. Par* /rder 4andlin% decom)osiion........................................................................

Fi%ure 1 1..9 Par* neracion &ana%emen decom)osiion.........................................................

Fi%ure 1 1..10 Par* Problem 4andlin% decom)osiion..................................................................

Fi%ure 1 1..11 Par* Per"ormance &ana%emen decom)osiion....................................................

Fi%ure 1 1..12 Par* (elemens + Pa*mens &ana%emen decom)osiion...............................

Fi%ure 1 1..1, Par* Bill n7uir* 4andlin% decom)osiion.............................................................

Fi%ure 1 1.-. ner)rise Domain decom)osiion..............................................................................

Fi%ure 1 1.-.1 (rae%ic + ner)rise Plannin% decom)osiion......................................................

Fi%ure 1 1.-.1.1 (rae%ic Business Plannin% decom)osiion.........................................................

Fi%ure 1 1.-.1.2 Business Develo)men decom)osiion..................................................................

Fi%ure 1 1.-.1., ner)rise Arc8iecure &ana%emen decom)osiion...........................................

Fi%ure 1 1.-.1. Grou) ner)rise &ana%emen decom)osiion.....................................................

Fi%ure 1 1.-.2 ner)rise Risk &ana%emen decom)osiion...........................................................

Fi%ure 1 1.-.2.1 Business #oninui* &ana%emen decom)osiion................................................

Fi%ure 1 1.-.2.2 (ecuri* &ana%emen decom)osiion....................................................................

Fi%ure 1 1.-.2., Fraud &ana%emen decom)osiion........................................................................

Fi%ure 1 1.-.2. Audi &ana%emen decom)osiion.........................................................................

Fi%ure 1 1.-.2.5 nsurance &ana%emen decom)osiion.................................................................

Fi%ure 1 1.-.2. Revenue Assurance &ana%emen decom)osiion................................................

Fi%ure 1 1.-., ner)rise ""eciveness &ana%emen decom)osiion...........................................

Fi%ure 1 1.-.,.2 ner)rise 6uali* &ana%emen decom)osiion...................................................

Fi%ure 1 1.-.,., Pro%ram + Pro:ec &ana%emen decom)osiion...................................................

Fi%ure 1 1.-.,. ner)rise Per"ormance Assessmen decom)osiion...........................................

Fi%ure 1 1.-. ;nowled%e + Researc8 &ana%emen decom)osiion................................

GB921D L3 Process Decompositions R15.5.0

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Transcript of GB921D L3 Process Decompositions R15.5.0