GB959_Quick_Start_Pack_Fulfillment_v0_3.docx

TM ForumPortfolio and Product Management

Quick Start Pack: Fulfillment

August 2012Version 0.3

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment


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ContentsNotice............................................................................................................................................ 2Contents........................................................................................................................................ 3Figures........................................................................................................................................... 7Tables.............................................................................................................................................91. Introduction to Quick Start Packs.........................................................................................122. Introduction to Quick Start Pack: Fulfillment.......................................................................133. Scope of this Quick Start Pack..............................................................................................14

NICC and NBNCO/CA Models and Derived Artifacts................................................................14NICC and NBNCO/CA High Level Scope....................................................................................15ITIL High Level Scope................................................................................................................16eTOM High Level Scope............................................................................................................17eTOM Level 2 Scope.................................................................................................................18

4. Scope in Terms of GB921-E End-to-End Process Flows.........................................................19eTOM Level 3 Scope: Request to Answer.................................................................................19eTOM Level 3 Scope: Order to Payment..................................................................................20eTOM Level 3 Scope: Request to Change.................................................................................21eTOM Level 3 Scope: Termination to Confirmation.................................................................22eTOM Level 3 Scope: Production Order to Acceptance...........................................................23

5. Scenarios and Perspectives for Process Flow Development.................................................24Service Configuration & Activation..........................................................................................26

6. Fulfillment Metrics............................................................................................................... 28SCA........................................................................................................................................... 29

7. Order Types and Order States..............................................................................................31Order Types and Their Relationship to Order Processing.........................................................31Primary Order States................................................................................................................32Amend Order States.................................................................................................................33Cancel Order States..................................................................................................................34

8. eTOM Level 3 End-to-End Process Flows..............................................................................35Level 3 Process Flow for Internally Generated Requests.........................................................35Level 3 Process Flow for Externally Generated Requests.........................................................36Level 3 Process Flow between Partners...................................................................................37

9. eTOM Level 4 Process Elements and Process Flows.............................................................39Customer Interface Management............................................................................................39Marketing Fulfillment Response..............................................................................................40




Selling.......................................................................................................................................41Order Handling.........................................................................................................................43Retention & Loyalty..................................................................................................................45Service Configuration & Activation..........................................................................................47Resource Provisioning..............................................................................................................49Workforce Management..........................................................................................................51Supplier/Partner Requisition Management.............................................................................53Supplier/Partner Interface Management.................................................................................54Examples of Level 3 and Level 4 Processes in Business Scenarios............................................55

10. Buyer-Supplier Business Scenarios....................................................................................58How to Use this Section...........................................................................................................58Appointment Management: Buyer Cancels Appointment.......................................................60Appointment Management: Buyer Requests Appointment.....................................................61Appointment Management: Supplier Cancels Appointment...................................................62Appointment Management: Supplier Requests Appointment.................................................63Order Management: Buyer Amends Order..............................................................................64Order Management: Buyer Cancels Order...............................................................................65Order Management: Buyer Cancels Third Party Order............................................................66Order Management: Buyer Requests Action............................................................................67Order Management: Buyer Requests Order Status..................................................................67Order Management: Buyer Requests Order Performance Data..............................................67Order Management: Buyer Requests Service Configuration....................................................68Order Management: Buyer Requests Service MAC..................................................................68Order Management: Buyer Requests Test...............................................................................68Order Management: Buyer Submits Order..............................................................................69Order Management: Supplier Cancels Order...........................................................................70Order Management: Supplier Notifies Delay...........................................................................71Order Management: Supplier Notifies Jeopardy......................................................................71Order Management: Supplier Notifies Service Demonstrated.................................................71Order Management: Supplier Notifies Time or Cost Change...................................................72Order Management: Supplier Rejects Order............................................................................73Order Management: Supplier Requests Action........................................................................74Order Management: Supplier Requests Information...............................................................74Pre-Order Management: Buyer Notifies Order Forecast..........................................................75Pre-Order Management: Buyer Requests Address Information..............................................75Pre-Order Management: Buyer Requests Capacity Information..............................................75




Pre-Order Management: Buyer Requests Capacity Reservation..............................................76Pre-Order Management: Buyer Requests Quote.....................................................................76Pre-Order Management: Buyer Requests Service Qualification...............................................76Pricing Management: Buyer Requests Tariff or Price...............................................................77Pricing Management: Supplier Notifies Tariff or Price.............................................................77

11. Buyer-Supplier Business Interactions................................................................................78Appointment Management: Buyer Sends notifyAppointmentCancellationStatus...................80Appointment Management: Buyer Sends requestAppointmentAvailability, Supplier Sends requestAppointmentAvailabilityResponse...............................................................................80Appointment Management: Buyer Sends requestAppointmentCancellation, Supplier Sends requestAppointmentCancellationResponse.............................................................................81Appointment Management: Buyer Sends requestAppointmentReservation, Supplier Sends requestAppointmentReservationResponse.............................................................................82Appointment Management: Supplier Sends requestAppointmentCancellation......................83Order Management: Buyer Sends notifyOrderInformation.....................................................84Order Management: Buyer Sends requestAction, Supplier Sends requestActionResponse....84Order Management: Buyer Sends requestChangeConfirmation..............................................85Order Management: Buyer Sends requestChangeRejection....................................................85Order Management: Buyer Sends requestMAC.......................................................................85Order Management: Buyer Sends requestOrder, Supplier Sends requestOrderResponse......85Order Management: Buyer Sends requestOrderAmendment, Supplier Sends requestOrderAmendmentResponse........................................................................................86Order Management: Buyer Sends requestOrderCancellation, Supplier Sends requestOrderCancellationResponse.........................................................................................86Order Management: Buyer Sends requestOrderStatus...........................................................87Order Management: Buyer Sends requestOrderPerformanceData, Supplier Sends requestOrderPerformanceDataResponse................................................................................87Order Management: Buyer Sends requestServiceConfiguration.............................................88Order Management: Buyer Sends requestTest, Supplier Sends requestTestResponse...........88Order Management: Buyer Sends requestThirdPartyOrderCancellation.................................89Order Management: Buyer Sends requestTime, Supplier Sends requestTimeResponse.........89Order Management: Supplier Sends notifyChange..................................................................90Order Management: Supplier Sends notifyDelay.....................................................................90Order Management: Supplier Sends notifyJeopardy...............................................................91Order Management: Supplier Sends notifyMAC......................................................................91Order Management: Supplier Sends notifyOrderFallout.........................................................92Order Management: Supplier Sends notifyOrderStatus..........................................................92




Order Management: Supplier Sends notifyServiceConfiguration.............................................92Order Management: Supplier Sends notifyServiceDemonstrated...........................................93Order Management: Supplier Sends notifyThirdPartyOrderEffect...........................................93Order Management: Supplier Sends notifyThirdPartyOrderStatus..........................................93Order Management: Supplier Sends requestOrderAction.......................................................93Order Management: Supplier Sends requestOrderInformation..............................................94Pre-Order Management: Buyer Sends requestAddressInformation, Supplier Sends requestAddressInformationResponse......................................................................................95Pre-Order Management: Buyer Sends requestCapacityInformation, Supplier Sends requestCapacityInformationResponse.....................................................................................95Pre-Order Management: Buyer Sends requestCapacityReservation, Supplier Sends requestCapacityReservationResponse.....................................................................................96Pre-Order Management: Buyer Sends requestForecast..........................................................96Pre-Order Management: Buyer Sends requestQuote..............................................................96Pre-Order Management: Buyer Sends requestServiceQualification, Supplier Sends requestServiceQualificationResponse......................................................................................97Pre-Order Management: Buyer Sends requestTemporaryAddressInformation, Supplier Sends requestTemporaryAddressInformationResponse....................................................................97Pre-Order Management: Supplier Sends notifyForecastResponse..........................................98Pre-Order Management: Supplier Sends notifyServiceQualification.......................................98Pricing Management: Buyer Sends requestPricingInformation...............................................99Pricing Management: Supplier Sends notifyPricingInformation...............................................99

12. NICC Patterns and Detailed Scope..................................................................................100NICC Patterns......................................................................................................................... 100NICC Detailed Scope..............................................................................................................109

13. NBNCO/CA Processes and Detailed Scope......................................................................111NBNCO/CA Processes.............................................................................................................111NBNCO/CA Detailed Scope.....................................................................................................114

14. Bibliography....................................................................................................................11515. Index............................................................................................................................... 11616. Administrative Appendix.................................................................................................119

Document History..................................................................................................................119Version History...................................................................................................................119

Release History...................................................................................................................119

Company Contact Details.......................................................................................................119Acknowledgment...................................................................................................................119




FiguresFigure 1 - NICC and NBNCO/CA Models and Derived Artifacts....................................................14Figure 2 – High Level ITIL scope of this Quick Start Pack (enclosure)...........................................16Figure 3 – Level 1 eTOM scope of this Quick Start Pack (enclosed).............................................17Figure 4 – Level 2 eTOM scope in Operations of this Quick Start Pack (shaded).........................18Figure 5 – Level 3 process elements in Request to Answer (shaded)..........................................19Figure 6 – Level 3 process elements in Order to Payment (shaded)............................................20Figure 7 – Level 3 process elements in Request to Change (shaded)...........................................21Figure 8 – Level 3 process elements in Termination to Confirmation (shaded)...........................22Figure 9 – Level 3 process elements in Production Order to Acceptance (shaded).....................23Figure 10 – Primary Order State Diagram....................................................................................32Figure 11 – Amend Order State Diagram.....................................................................................33Figure 12 – Cancel Order State Diagram......................................................................................34Figure 13 – Level 3 End-to-End Flow – Internally Generated Requests.......................................35Figure 14 – Level 3 End-to-End Flow – Externally Generated Requests.......................................37Figure 15 – Level 3 End-to-End Flow – Reciprocal Buyer-Supplier Interactions...........................38Figure 16 – Customer Interface Management and its Level 3 and Level 4 children.....................39Figure 17 – Customer Interface Management L4 Process Flow...................................................40Figure 18 - Marketing Fulfillment Response and its Level 3 and Level 4 children........................40Figure 19 – Marketing Fulfillment Response L4 Process Flow.....................................................40Figure 20 - Selling and its Level 3 and Level 4 children................................................................41Figure 21 – Selling L4 Process Flow..............................................................................................43Figure 22 - Order Handling and its Level 3 and Level 4 children..................................................44Figure 23 – Order Handling L4 Process Flow................................................................................45Figure 24 – Retention & Loyalty and its Level 3 and Level 4 children..........................................46Figure 25 – Retention & Loyalty L4 Process Flow.........................................................................46Figure 26 - Service Configuration & Activation and its Level 4 and Level 4 children....................47Figure 27 - Service Configuration & Activation L4 Process Flow..................................................48Figure 28 - Resource Provisioning and its Level 3 and Level 4 children.......................................49Figure 29 - Resource Provisioning L4 Process Flow......................................................................51Figure 30 - Workforce Management and its Level 3 and Level 4 children...................................52Figure 31 – Workforce Management L4 Process Flow.................................................................53Figure 32 - Supplier/Partner Requisition Management and its Level 3 and Level 4 children.......54Figure 33 - Supplier/Partner Interface Management and its Level 3 and Level 4 children..........55Figure 34 – Level 3 Order Management Collaboration................................................................56Figure 35 – Level 4 Order Management Collaboration................................................................57Figure 36 – Example Business Scenario Page...............................................................................58Figure 37 – Buyer Cancels Appointment Collaboration...............................................................60




Figure 38 - Buyer Requests Appointment Collaboration..............................................................61Figure 39 – Supplier Cancels Appointment Collaboration...........................................................62Figure 40 - Buyer Amends Order Choreography..........................................................................64Figure 41 - Buyer Cancels Order Choreography...........................................................................65Figure 42 - Buyer Cancels Third Party Order Choreography........................................................66Figure 43 - Buyer Submits Order Choreography..........................................................................69Figure 44 – Supplier Cancels Order Choreography......................................................................70Figure 45 – Supplier Rejects Order Choreography.......................................................................73




TablesTable 1 - Use of Fulfillment Level 3 Process Elements in Scenarios and Perspectives.................26Table 2 – Selected Fulfillment Metrics.........................................................................................28Table 3 – Level 3 Processes Related to Selected Fulfillment Metrics...........................................29Table 4 – Primary Order State Details..........................................................................................32Table 5 – Amend Order State Details...........................................................................................33Table 6 –Cancel Order State Details.............................................................................................34Table 7 – Buyer-Supplier Business Scenarios...............................................................................59Table 8 – Buyer Cancels Appointment Business Interactions......................................................60Table 9 – Buyer Requests Appointment Business Interactions....................................................61Table 10 – Supplier Cancels Appointment Business Interactions.................................................62Table 11 – Supplier Requests Appointment Business Interactions..............................................63Table 12 – Buyer Amends Order Business Interactions...............................................................64Table 13 – Buyer Cancels Order Business Interactions................................................................65Table 14 – Buyer Cancels Third Party Cease Business Interactions..............................................66Table 15 – Buyer Requests Action Business Interactions.............................................................67Table 16 – Buyer Requests Order Status Business Interactions...................................................67Table 17 – Buyer Requests Order Performance Data Business Interactions................................67Table 18 – Buyer Requests Service Configuration Business Interactions.....................................68Table 19 – Buyer Requests Service MAC Business Interactions...................................................68Table 20 – Buyer Requests Test Business Interactions................................................................68Table 21 – Buyer Submits Order Business Interactions...............................................................69Table 22 – Supplier Cancels Order Business Interactions............................................................70Table 23 – Supplier Notifies Delay Business Interactions.............................................................71Table 24 – Supplier Notifies Jeopardy Business Interactions.......................................................71Table 25 – Supplier Notifies Service Demonstrated Business Interactions..................................71Table 26 – Supplier Notifies Time or Cost Change Business Interactions....................................72Table 27 – Supplier Rejects Order Business Interactions.............................................................73Table 28 – Supplier Requests Action Business Interactions.........................................................74Table 29 – Supplier Requests Information Business Interactions................................................74Table 30 – Buyer Notifies Order Forecast Business Interactions.................................................75Table 31 – Buyer Requests Address Information Business Interactions......................................75Table 32 – Buyer Requests Capacity Reservation Business Interactions......................................75Table 33 – Buyer Requests Capacity Reservation Business Interactions......................................76Table 34 – Buyer Requests Quote Business Interactions.............................................................76Table 35 – Buyer Requests Service Qualification Business Interactions......................................76Table 36 – Buyer Requests Tariff or Price Business Interactions..................................................77Table 37 – Supplier Notifies Tariff or Price Business Interactions................................................77




Table 38 – Buyer-Supplier Business Interactions.........................................................................78Table 39 – Data Elements for notifyAppointmentCancellationStatus..........................................80Table 40 – Data Elements for requestAppointmentAvailability...................................................80Table 41 – Data Elements for requestAppointmentAvailabilityResponse...................................81Table 42 – Data Elements for requestAppointmentCancellation.................................................81Table 43 – Data Elements for requestAppointmentCancellationResponse.................................81Table 44 – Data Elements for requestAppointmentReservation.................................................82Table 45 – Data Elements for requestAppointmentReservationResponse..................................82Table 46 – Data Elements for requestAppointmentCancellation.................................................83Table 47 – Data Elements for notifyOrderInformation................................................................84Table 48 – Data Elements for requestAction...............................................................................84Table 49 – Data Elements for requestActionResponse................................................................84Table 50 – Data Elements for requestChangeConfirmation.........................................................85Table 51 – Data Elements for requestChangeRejection...............................................................85Table 52 – Data Elements for requestMAC..................................................................................85Table 53 – Data Elements for requestOrder................................................................................86Table 54 – Data Elements for requestOrderResponse.................................................................86Table 55 – Data Elements for requestOrderAmendment............................................................86Table 56 – Data Elements for requestOrderAmendmentResponse.............................................86Table 57 – Data Elements for requestOrderCancellation............................................................87Table 58 – Data Elements for requestOrderCancellationResponse.............................................87Table 59 – Data Elements for requestOrderStatus......................................................................87Table 60 – Data Elements for requestOrderPerformanceData....................................................87Table 61 – Data Elements for requestOrderPerformanceDataResponse.....................................88Table 62 – Data Elements for requestServiceConfiguration........................................................88Table 63 – Data Elements for requestTest...................................................................................88Table 64 – Data Elements for requestTestResponse...................................................................89Table 65 – Data Elements for requestThirdPartyOrderCancellation............................................89Table 66 – Data Elements for requestThirdPartyOrderCancellationResponse............................89Table 67 – Data Elements for requestTime..................................................................................90Table 68 – Data Elements for requestTimeResponse..................................................................90Table 69 – Data Elements for notifyChange.................................................................................90Table 70 – Data Elements for notifyDelay....................................................................................90Table 71 – Data Elements for notifyJeopardy..............................................................................91Table 72 – Data Elements for notifyMAC.....................................................................................91Table 73 – Data Elements for notifyOrderFallout........................................................................92Table 74 – Data Elements for notifyOrderStatus.........................................................................92Table 75 – Data Elements for notifyServiceConfiguration...........................................................92Table 76 – Data Elements for notifyServiceDemonstrated..........................................................93




Table 77 – Data Elements for notifyThirdPartyOrderEffect.........................................................93Table 78 – Data Elements for notifyThirdPartyOrderStatus........................................................93Table 79 – Data Elements for requestOrderAction......................................................................94Table 80 – Data Elements for requestOrderInformation.............................................................94Table 81 – Data Elements for requestAddressInformation..........................................................95Table 82 – Data Elements for requestAddressInformationResponse..........................................95Table 83 – Data Elements for requestCapacityInformation.........................................................95Table 84 – Data Elements for requestCapacityInformationResponse..........................................95Table 85 – Data Elements for requestCapacityReservation.........................................................96Table 86 – Data Elements for requestCapacityReservationResponse..........................................96Table 87 – Data Elements for requestForecast............................................................................96Table 88 – Data Elements for requestQuote...............................................................................96Table 89 – Data Elements for requestServiceQualification..........................................................97Table 90 – Data Elements for requestServiceQualificationResponse..........................................97Table 91 – Data Elements for requestTemporaryAddressInformation........................................97Table 92 – Data Elements for requestTemporaryAddressInformationResponse.........................97Table 93 – Data Elements for notifyForecastResponse................................................................98Table 94 – Data Elements for notifyServiceQualification.............................................................98Table 95 – Data Elements for requestPricingInformation............................................................99Table 96 – Data Elements for notifyPricingInformation...............................................................99Table 97 - NICC Scope................................................................................................................109




1. Introduction to Quick Start Packs

With the complexities of the enterprise architecture, service providers are looking for packaged solutions to meet the following business needs:

The ability to expand through innovation and new services. The ability to reduce the “time to market” for existing and new services. The ability to reduce both operational and integration costs. The ability to increase and maintain revenues, through market share, reduction in fraud

and customer retention. The ability to support “end to end” service management. The ability to improve customer experience.

To address these business needs the TM Forum has created the Quick Start Packs. These packs are intended to provide packaged solutions for members and the industry by delivering a “commercial off the shelf” (COTS) capability focused around specific market drivers.

The intended focal points for the Quick Start packs are the major business activities for an enterprise and their means of support. This requires each pack to be scoped around one or more specific use cases which are a priority for many enterprises. This will translate into a business view of activities and flows that represent how an enterprise or set of enterprises interworking in a value chain, handles the scenarios. While it is recognized that there may be variation in detail for how companies may handle each scenario, the objective is to agree a common baseline, from which tailored amendments can be made.




2. Introduction to Quick Start Pack: Fulfillment

This guidebook is written for multiple audiences, including business analysts, architects, and interface developers. A basic knowledge of Frameworx, particularly the Business Process Framework, is assumed.

This Fulfillment QSP:

1. Defines Fulfillment scope in terms of: Contributions from the Network Interoperability Consultative Committee (NICC) Contributions from the National Broadband Network Company /

Communications Alliance (NBNCO/CA) IT Infrastructure Library (ITIL) TM Forum Business Process Framework (eTOM) TM Forum Information Framework (SID) TM Forum Business Process Measurement System (BPMS)

2. Reconciles NICC, NBNCO/CA, ITIL, eTOM, SID and BPMS inputs to identify and describe: A set of customer-to-business (C2B) and business-to-business (B2B) business

scenarios and business interactions. A set of end-to-end business processes that integrate ITIL activities A set of key metrics and their collection points

3. Maps a subset of eTOM Level 4 process elements, in the context of Level 4 process flows, to the reconciled items

4. Provides the following artifacts (in addition to the document itself) related to reference Fulfillment processes:

BPMN collaboration diagrams representing an external view of C2B and B2B interactions in the context of business scenarios

BPMN process diagrams representing internal CSP processes as eTOM Level 3 and Level 4 process flows

Spreadsheets associating eTOM process elements with ITIL activities, B/C2B interactions, and/or metrics collection points

State diagrams representing order states and associated interactions




3. Scope of this Quick Start Pack

This section defines the scope of the Fulfillment QSP version 1.

NICC and NBNCO/CA Models and Derived Artifacts

The scope discussion assumes an understanding of the models used by the B2B contributions, and the types of artifacts that may be derived from them. Figure 1 describes the relationship between the NICC and NBNCO/CA models and the derived artifacts for the Fulfillment QSP.

Figure 1 - NICC and NBNCO/CA Models and Derived Artifacts

A business interaction is an exchange of information between two organizations in the context of a business scenario, which is a set of one or more business interactions, executed under specified conditions for a specific business purpose, such as the placement an order for service or the arrangement for an appointment.




User stories describe business scenarios or business interactions in terms of a person attempting to accomplish a specific business objective.




NICC and NBNCO/CA High Level Scope

The high Level scope in terms of NICC and NBNCO/CA can be defined by reference to primary documents. Note that all document references are fully expanded in the bibliography in section 14.

(NICC ND1627, p. 10)

o “The Lead to Cash (L2C) process is defined as starting with a sales dialogue between a buyer and supplier which establishes that a product or service will meet the buyer’s needs. It ends when this need is fulfilled, the service is available to use and the supplier has been paid. “

o “This release does not support the billing and payment areas of the end-to-end Lead-to-Cash processes as these have not yet been fully defined. Later versions may include this functionality or additional documentation may be developed to support them.”

(NBNCO/CA 2010 , p. 11)

o L2C = TM Forum Fulfillment = “All the activities that are needed to configure and activate service across B2B/C2B interface. It covers pre-order management, order management, testing management, QoS/service Level agreement management and appointment management.”

o Note that most of QoS/SLA management is in the TM Forum Assurance vertical rather than the Fulfillment vertical.

Diagrams of the NICC patterns that fall within the scope of the QSP are included for reference in section 12, along with a more detailed description of scope.

Diagrams of the NBNCO processes are included for reference in section 13, along with a more detailed description of scope.




ITIL High Level Scope

In terms of ITIL, the scope of this Quick Start Pack includes activities within Request Fulfillment and also activities within Change Management, Service Asset & Configuration Management, Release & Deployment Management, Service Catalog Management, SLA Management and Supplier Management that are in the scope of Service Design, Service Transition and Service Operation, as shown in Figure 2.

Figure 2 – High Level ITIL scope of this Quick Start Pack (enclosure)




eTOM High Level Scope

In terms of the Business Process Framework (eTOM) Level 1, the scope of this Quick Start Pack is the Fulfillment vertical (from Operations), as shown in Figure 3.

Figure 3 – Level 1 eTOM scope of this Quick Start Pack (enclosed)




eTOM Level 2 Scope

In terms of the Business Process Framework (eTOM) Level 2, the scope of this Quick Start Pack is a subset of the Level 2 processes in the Fulfillment vertical (from Operations), as shown in Figure 4:

Selling, Marketing Fulfillment Response, and Order Handling within Customer Relationship Management

Service Configuration & Activation within Service Management & Operations Resource Provisioning within Resource Management & Operations Supplier/Partner Requisition Management and Supplier/Partner Interface Management

within Supplier/Partner Relationship Management

Figure 4 – Level 2 eTOM scope in Operations of this Quick Start Pack (shaded)




4. Scope in Terms of GB921-E End-to-End Process Flows

This section discusses QSP scope in terms of the widely known GB921-E collection of end-to-end level 3 process flows.

eTOM Level 3 Scope: Request to Answer

The Request to Answer scenario is shown below in the form of a Level 3 process flow. Level 3 process elements included in this Quick Start Pack are highlighted. All of the Level 3 process elements are in scope except Manage Contact and Issue & Distribute Marketing Collaterals.

Figure 5 – Level 3 process elements in Request to Answer (shaded)

GB921-E defines this scenario with the following guidelines:

This process comprises of activities relevant to managing customer requests across all communication channels (customer interfaces).

Specific information requests or product requests from the customer are qualified and addressed.




This could lead to the preparation of a pre-sales offer if the customer shows interest in a particular product.

eTOM Level 3 Scope: Order to Payment

The Order to Payment scenario is shown below in the form of a Level 3 process flow. Level 3 process elements included in this Quick Start Pack are highlighted. All of the Level 3 process elements are in scope except Manage Contact and Create Customer Bill Invoice.

Figure 6 – Level 3 process elements in Order to Payment (shaded)


This process deals with all activities which convert the customer request or an accepted offer into a ‘Ready for use’ product.

This process involves capturing customer order information, triggering the relevant provisioning process and handing over the order to the Service layer.




Once the product is successfully provisioned, the customer order is closed and the customer satisfaction is validated.




eTOM Level 3 Scope: Request to Change

The Request to Change scenario is shown below in the form of a Level 3 process flow. Level 3 process elements included in this Quick Start Pack are highlighted. All of the Level 3 process elements are in scope except Manage Contact and Create Customer Bill Invoice.

Figure 7 – Level 3 process elements in Request to Change (shaded)


This process deals with all activities which convert the customer‘s change request into a ‘Ready for use’ product.

This process involves capturing customer order information, triggering the relevant provisioning process and handing over the order to the Service layer.

Once the product is successfully provisioned, the customer order is closed and the customer satisfaction is validated.




eTOM Level 3 Scope: Termination to Confirmation

The Termination to Confirmation scenario is shown below in the form of a Level 3 process flow. Level 3 process elements included in this Quick Start Pack are highlighted. All of the Level 3 process elements are in scope except Manage Contact, Establish & Terminate Customer Relationship, and Create Customer Bill Invoice.

Figure 8 – Level 3 process elements in Termination to Confirmation (shaded)


This process deals with all activities related to the execution of customer‘s termination request.

This process involves retention activities, capturing customer order information, triggering the relevant provisioning process and handing over the order to the Service layer.




Once the product is successfully terminated, the customer order is closed and the customer satisfaction is validated.




eTOM Level 3 Scope: Production Order to Acceptance

The Production Order to Acceptance scenario is shown below in the form of a Level 3 process flow. Level 3 process elements included in this Quick Start Pack are highlighted. All of the Level 3 process elements are in scope.

Figure 9 – Level 3 process elements in Production Order to Acceptance (shaded)


This scenario manages the provisioning and termination process, starting from the feasibility check and ending with the activation of services and resources.

The order processing includes the verification of service specifications, the availability check for the services and resources, and the identification of critical and uncritical resources.

The reservation or cancellation of critical resources then takes place, followed by the completion of the suborder with relevant parameters.

In the end, an overall acceptance test is executed.




5. Scenarios and Perspectives for Process Flow Development

This document uses five end-to-end scenarios and three additional perspectives to develop a set of Level 4 process flows that can be used to implement business processes that integrate ITIL activities with elements from the Business Process Framework, and that provide B2B and C2B business scenarios and business interactions.

Level 3 scenarios from the well-known eTOM application note “GB921-E: End-to-End Business Flows”:

o Request to Answero Order to Paymento Request to Changeo Termination to Confirmationo Production Order to Acceptance

A Level 3 end-to-end perspective that combines the in-scope Level 2 processes shown in Figure 4.

An ITIL integration perspective that uses a defined methodology to identify and incorporate ITIL activities in Level 4 process flows.

A B2B/C2B perspective that integrates the business scenarios and interactions from the NICC and NBNCO/CA contributions in the context of Level 4 process flows.

The Level 4 perspective with ITIL integration is described in a methodology originally outlined in the Huawei contribution to Team Action Week July 2011, and later documented in the new application guide “GB921-L: Leveraging Level 4 Process Elements and Process Flows in Support of ITIL“.

The methodology involves identifying essential patterns in ITIL activities and eTOM processes, then using those patterns to guide the construction of Level 4 process flows. The Level 4 process flows include process elements derived from Level 3 process elements and previously published, as well as additional process elements representing ITIL activities and access to ITIL data.

The following design guidelines were used in the development of the BPMN flows: Color coding follows the scheme of GB921-L:




o Gray = Elaborationo Green = Extensiono Red = Enhancement.

In cases where external ITIL components such as Configuration Management System (CMS) or Known Error Database (KEDB) are referenced in the concept flow, the BPMN flow contains a process element that accesses the ITIL component, but not the ITIL component itself.

Incoming messages appearing midway in flows were not modeled in this release. Extended descriptions have not been included in BPMN flows in the current release.

Work is underway in parallel to assign components of the extended descriptions to specific properties, which will be added to the BPMN flows in the next release.

Only one actor and no swim lanes are used each BPMN flow in this release. Default choices for ORs were assumed for the BPMN flows, but should be examined on

an implementation-specific basis.

The Level 4 perspective with C2B/B2B integration is based on an analysis of the business scenarios and business interactions contributed in (NBNCO/CA 2010 ) and (NICC ND1627).

The analysis process uses the following sequence of activities: Reconcile the in-scope business scenarios and business interactions of the two

contributions. Identify state models related to the reconciled scenarios and interactions. Construct BPMN collaboration diagrams representing the reconciled contributions,

using existing and implied eTOM Level 4 process elements as the BPMN activities. Identify correspondences between Level 4 process elements used in the “Level 4 with

ITIL Integration” perspective and process elements used in the collaboration diagrams.

Use of the Level 3 scenarios and perspectives provides a broader and deeper understanding of the various contexts within which the collaboration diagrams and Level 4 process flows delivered with this Quick Start Pack can be used. This understanding can be an important guide in the customization, extension and integration that are required for implementation of process flows at Level 4 and below.

Table 1 compares the preceding scenarios and perspectives, showing their domain emphasis and element usage. Level 3 process elements, organized by level 2 parents, are highlighted if




used in any of the Level 3 scenarios. The relative complexity of each Level 3 process element is indicated by the number of subtending Level 4 process elements.

Other scenarios may have quite different usage patterns, and implementers are advised to make similar evaluations for their specific scenarios.




Table 1 - Use of Fulfillment Level 3 Process Elements in Scenarios and Perspectives

Level 2 Process Level 3 Process Element Nu

mb

er o

f Lev

el 4

Ch

ild

ren

Req

ues

t to

An

swer

Ord

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o P

aym

ent

Req

ues

t to

Ch

ange

Ter

min

atio

n t

o Co

nfi

rmat

ion

Pro

d. O

rder

to

Acc

epta

nce

Leve

l 3 E

nd

-to-

End

Customer Interface Management

Manage Contact 2 X X X XManage Request 3 X X X XAnalyze & Report on Customer 2Mediate & Orchestrate Customer Interactions 3

Selling

Manage Prospect 4 XQualify Opportunity 4 XNegotiate Sales/Contract 3 XAcquire Customer Data 2 X X X XCross/Up Selling 2 XDevelop Sales Proposal 3 X XManage Sales Accounts 2

Mktg. Fulfill. Response

Issue & Distribute Marketing Collaterals 2 XTrack Leads 2 X

Order Handling

Authorize Credit 0 X XClose Customer Order 0 X X X XComplete Customer Order 2 X X X XDetermine Customer Order Feasibility 0 X X X X XIssue Customer Orders 2 X X X XReport Customer Order Handling 3Track & Manage Customer Order Handling 2 X X X X

Retention & Loyalty

Establish & Terminate Customer Relationship 4 XBuild Customer Insight 2Analyze & Manage Customer Risk 4Personalize Customer Profile for Retention & Loyalty 3Validate Customer Satisfaction 3 X X X X

Service Configuration & Activation

Allocate Specific Service Parameters to Services 4 X X X XClose Service Order 0 X X X X XDesign Solution 3 X XImplement, Configure & Activate Service 3 X X X XIssue Service Orders 3 X X X X X




Level 2 Process Level 3 Process Element Nu

mb

er o

f Lev

el 4

Ch

ild

ren

Req

ues

t to

An

swer

Ord

er t

o P

aym

ent

Req

ues

t to

Ch

ange

Ter

min

atio

n t

o Co

nfi

rmat

ion

Pro

d. O

rder

to

Acc

epta

nce

Leve

l 3 E

nd

-to-

End

Recover Service 5 X X XReport Service Provisioning 3Test Service End-to-End 3 X X XTrack & Manage Service Provisioning 3 X X

Resource Provisioning

Allocate & Install Resource 5 X X X XClose Resource Order 0 X X X X XConfigure & Activate Resource 3 X X X XIssue Resource Orders 3 X X X X XRecover Resource 6 X X XReport Resource Provisioning 3Test Resource 3 X X XTrack & Manage Resource Provisioning 3 X X

Workforce Management

Manage Schedule & Appointments 4 X X X X XPlan and Forecast Workforce Management 3 X X XAdminister and Configure Workforce Management 8Report Workforce Management 0 X X XManage Work Order Lifecycle 7 X X

Supplier/ Partner Requisition Management

Select Supplier/Partner 2Determine S/P Pre-Requisition Feasibility 3Track & Manage S/P Requisition 7 XReceive & Accept S/P Requisition 2 X X X XInitiate S/P Requisition Order 2 X X X XReport S/P Requisition 3Close S/P Requisition Order 2 X

Supplier/ Partner Interface Mgmt

Manage S/P Requests (Including Self Service) 3 XAnalyze & Report S/P Interactions 2Mediate & Orchestrate Supplier/Partner Interactions 3




6. Fulfillment Metrics

This section describes selected TM Forum metrics1 related to fulfillment, and the relationship of those metrics to ETOM processes. This is not an exhaustive list, but sufficiently varied to illustrate the association of low level eTOM processes with specific metrics. The selected metrics are listed in Table 2.

Table 2 – Selected Fulfillment Metrics

Metric ID Metric Purpose Numerator Denominator

F-CE-2a Mean Duration to Fulfill Service Order

Time from order placement to customer acceptance

Number of completions accepted by customers

F-CE-2bMean Time Difference between Customer Requested Delivery Date and Planned Date

Sum of time from Customer Required Date to Customer Committed Date

Sum of time for all installation commitments

F-CE-2c Percentage of Orders Delivered by Committed Date

Number of deliveries or activations fulfilled by committed date

Total deliveries or activations in reporting period

F-CE-3 Percentage of Service Usability Queries

Number of customer contacts relating to usability of installed service


F-CE-4 Percentage of Service Activation Failures

Failed , reopened, and problem reported activations or deliveries


F-CE-4b Percentage of Early Life FailuresNumber of customer accepted orders that fail within the first 28 days

Number of orders accepted by customers in period

F-OE-2a Mean Time Order to ActivationAggregate time from order date to customer acceptance closed


F-OE-2bOrder to Activation Time by Major Process

Overall time from order to activation broken down by major process


F-OE-3a Percentage of Orders Requiring Rework by Cause Type

Number of orders requiring rework from Order to Activation by cause

Total number of orders

F-OE-3bMean Time to Handle Defects or Rework from Order to Customer Acceptance

Aggregate time to resolve defects and rework from order to acceptance

Total number of hours

F-OE-3dPercentage of Orders Pending Error Fix

Total number of orders with pending error fixes

Total number of orders with errors

1 From the Business Performance Measurement System (BPMS) v5.6.1.




Table 3 describes the relationships between each of the above metrics and the level 3 processes that were compared in the previous table. Many of the same processes can be used in customer-specific service level agreement (SLA) monitoring and calculation.

Table 3 – Level 3 Processes Related to Selected Fulfillment Metrics

Level 2 Process Level 3 Process Element F-

CE-2

a

F-CE

-2b

F-CE

-2c

F-CE

-3

F-CE

-4

F-CE

-4b

F-O

E-2

a

F-O

E-2

b

F-O

E-3

a

F-O

E-3

b

F-O

E-3

d

CIM

Manage ContactManage Request X X XAnalyze & Report on CustomerMediate & Orchestrate Customer Interactions

Selling

Manage ProspectQualify OpportunityNegotiate Sales/Contract X X X X X X X XAcquire Customer DataCross/Up SellingDevelop Sales ProposalManage Sales Accounts

MFRIssue & Distribute Marketing CollateralsTrack Leads

OH

Authorize CreditClose Customer OrderComplete Customer OrderDetermine Customer Order Feasibility X XIssue Customer OrdersReport Customer Order HandlingTrack & Manage Customer Order Handling X X X

RL

Establish & Terminate Customer RelationshipBuild Customer InsightAnalyze & Manage Customer RiskPersonalize Customer Profile for Retention & LoyaltyValidate Customer Satisfaction X X X X X X X X X X

SCA

Allocate Specific Service Parameters to ServicesClose Service Order XDesign SolutionImplement, Configure & Activate ServiceIssue Service Orders XRecover ServiceReport Service ProvisioningTest Service End-to-EndTrack & Manage Service Provisioning

RP Allocate & Install Resource




Level 2 Process Level 3 Process Element F-

CE-2

a

F-CE

-2b

F-CE

-2c

F-CE

-3

F-CE

-4

F-CE

-4b

F-O

E-2

a

F-O

E-2

b

F-O

E-3

a

F-O

E-3

b

F-O

E-3

d

Close Resource Order XConfigure & Activate ResourceIssue Resource Orders XRecover ResourceReport Resource ProvisioningTest ResourceTrack & Manage Resource Provisioning

WFM

Manage Schedule & Appointments XPlan and Forecast Workforce ManagementAdminister and Configure Workforce ManagementReport Workforce ManagementManage Work Order Lifecycle X

SPRM

Select Supplier/PartnerDetermine S/P Pre-Requisition FeasibilityTrack & Manage S/P RequisitionReceive & Accept S/P RequisitionInitiate S/P Requisition Order XReport S/P RequisitionClose S/P Requisition Order X

SPIMManage S/P Requests (Including Self Service)Analyze & Report S/P InteractionsMediate & Orchestrate Supplier/Partner Interactions

Note that the suggested processes are the minimal set required to provide the monthly measurements described in the BPMS. The same measurements could of course be made much more frequently with the same set of processes.

A service provider concerned with SLA management could add instrumentation to intervening processes in order to identify e.g. intermediate “jeopardy points” that, if not reached within a specific time interval relative to a previous process, would accurately predict an impending SLA violation. This would involve more, perhaps most, of the listed processes.

A service provider that wished to anticipate trends in the standard measurements could use the first derivatives of the deltas between successive periodic measurements to trigger alerts based on the rate of change of the measurements, or could use the second derivatives to trigger sooner but more speculatively based on the “acceleration” of changes of the measurements.




7. Order Types and Order States

A fundamental aspect of both buyer-supplier and internal business scenarios is the set of states and transitions for an order. These states help to define the legal agreement between buyer and supplier, and also to categorize the use of specific business interactions within each business scenario. These states represent a synthesis of the NICC and NBNCO/CA contributions.

Order Types and Their Relationship to Order Processing

The QSP defines several distinct types of orders in order to support these goals:

Clear representation of the state of an original order Support for multiple buyer-initiated amendments and/or cancellations Clear representation of the state of a specific attempt by the buyer to modify or cancel

an order from the state of the original order.

These goals would be difficult to achieve in the context of a state model representing only the original order, because multiple amendments and cancellations can be attempted, and may overlap in time. As a result, the following order types are defined in the QSP:

Primary Orders represent orders originally submitted from a buyer to a supplier. Amend Orders represent requests by the buyer to amend a Primary Order. Cancel Orders represent requests by the buyer to cancel a Primary Order.

Another reason for using the above terms is to avoid confusing these inter-organization requests with commonly used terms like “New”, “Move”, “Add”, “Change”, “Disconnect”, which refer to the state of the service for the ordering customer. All of those terms are considered Primary Orders in this model. Specifically:

An Amend Order is not a “Change Order” but rather a request for an in-flight revision of a “New”, “Move”, “Add”, “Change”, “Disconnect”, or any other supplier-supported type of Primary Order. The request for in-flight revision may be accepted or rejected independently of the Primary Order to which it refers.

A Cancel Order is not a “Disconnect Order” but rather a request for cancellation of a “New”, “Move”, “Add”, “Change”, “Disconnect”, or other any other supplier-supported




type of Primary Order. The request for cancellation may be accepted or rejected independently of the Primary Order to which it refers.




Primary Order States

States for Primary Orders are shown and described below.

Figure 10 – Primary Order State Diagram

Table 4 – Primary Order State Details

Name Description Predecessor(s) Successor(s)

Started The order has been received by the supplier but the supplier has not yet responded.

None Pending

PendingThe supplier has informed the buyer that the order has been received, but validation has not begun.

StartedAcknowledged, Rejected

AcknowledgedThe supplier has informed the buyer that the order is valid, but the supplier has not yet committed to fulfill it.

PendingCommitted, Rejected, Cancelled

Committed The supplier has informed the buyer that the supplier is committed to fulfill the order.

Acknowledged Completed, Cancelled

Completed The supplier has informed the buyer that the order has been fulfilled.

Committed None

RejectedThe supplier has informed the buyer that the order was rejected, either because it was invalid or because it was infeasible.

Pending, Acknowledged None

Cancelled The supplier has informed the buyer that the order was cancelled by the buyer or the

Acknowledged, Committed

None




supplier.

Amend Order States

States for Amend Orders are shown and described below.

Figure 11 – Amend Order State Diagram

Table 5 – Amend Order State Details


StartedThe amendment request has been received by the supplier but the supplier has not yet responded.

None Pending

PendingThe supplier has informed the buyer that the amendment request has been received, but validation has not begun.


AcknowledgedThe supplier has informed the buyer that the amendment is valid, but the supplier has not yet committed to fulfill it.

PendingCompleted, Rejected

Completed The supplier has informed the buyer that the amendment has been completed.

Committed None

RejectedThe supplier has informed the buyer that the amendment was rejected, either because it was invalid or because it was infeasible.





Cancel Order States

States for Cancel Orders are shown and described below.

Figure 12 – Cancel Order State Diagram

Table 6 –Cancel Order State Details


StartedThe cancellation request has been received by the supplier but the supplier has not yet responded.

None Pending

PendingThe supplier has informed the buyer that the cancellation request has been received, but validation has not begun.


AcknowledgedThe supplier has informed the buyer that the cancellation is valid, but the supplier has not yet committed to fulfill it.

PendingCompleted, Rejected

Completed The supplier has informed the buyer that the cancellation has been completed.

Committed None

RejectedThe supplier has informed the buyer that the cancellation was rejected, either because it was invalid or because it was infeasible.





8. eTOM Level 3 End-to-End Process Flows

This section describes level 3 process flows that are relevant to Fulfillment business scenarios.

In the Fulfillment vertical, a large collection of process elements have already been defined at eTOM level 3, based on various business models and implementations. In this case, the existing level 3 process descriptions have been used to derive process flows.

This section contains concept diagrams that show a high level view of each process.

Level 3 Process Flow for Internally Generated Requests

Figure 13 shows the eTOM level 3 fulfillment process flow for orders originating from a customer through a CSR or self-care portal (as opposed to orders originating from a partner).

Figure 13 – Level 3 End-to-End Flow – Internally Generated Requests




As shown in Figure 13, the eTOM level 3 fulfillment process for internally generated requests encompasses a wide range of process elements from lead management through billing initiation:

If the process is initiated by a lead, it begins with Track Leads; otherwise it begins with Manage Request.

From this point the request can go in one of several directions. An appointment request will go to Manage Schedule & appointments, while requests for address or pricing information will go to other level 3 request handling processes (not shown in this diagram). Pre-order and order requests go to Manage Prospect, which is the first of a series of Selling process elements ending with Acquire Customer Data.

At this point the flow incorporates a series of steps from Order Handling, beginning with Authorize Credit and ending with Complete Customer Order. Track & Manage Customer Order Handling is responsible for most of the interaction with other layers, potentially calling on any combination of Issue Service Orders, Issue Resource Orders, and Manage Work Order Lifecycle for order components that can be processed internally, and going to Initiate Supplier/Partner Requisition Order for components that must be obtained externally. A pattern can be seen in which Track & Manage acts as the “brains” at each level, calling on subtending Issue processes and responding to higher Track & Manage processes.

Finally, for successful orders the Validate Customer Satisfaction step closes the loop with the customer and begins post-order processing.

Note that many process elements can be skipped. For example, if an order is received from an existing customer, the Manage Prospects step would be unnecessary. Entire sections of a flow can also be bypassed; for example, if the order is a type of preauthorized activity, the intervening steps up to Issue Order could be omitted. The branch logic for these situations would be difficult to represent in a level 3 process flow, but is shown in the level 4 process flow for Selling.

Level 3 Process Flow for Externally Generated Requests

Figure 14 shows the eTOM level 3 fulfillment process flow for orders originating from a partner. This is similar to the process described in the previous section, with a few significant differences:

The process begins and ends with Manage Supplier/Partner Requests, which receives and responds to external requests.

There is no need for lead processing, up-selling, etc., so the process is more streamlined.




Note that although not shown in the diagram, it is possible that some order components might be sourced from yet another partner, using the S/PRM processes shown in the previous figure.

Figure 14 – Level 3 End-to-End Flow – Externally Generated Requests

Level 3 Process Flow between Partners

Figure 15 shows the eTOM level 3 fulfillment process flow linking two partners, each of whom is acting as both buyer and supplier. This view uses the same major process elements as in the preceding diagrams, but highlights how two (or more) organizations could interact with each other as both buyer and supplier:

The focus of this diagram is only on order processing as opposed to the multiple types of activity shown in the two preceding diagrams.




As before, the paired Issue and Track & Manage processes decompose the order and handle resulting components at each layer.

Orders can be sent to suppliers from the Customer, Service or Resource layers, but in each case they go through Track & Manage Supplier/Partner Requisition to Issue Customer Orders on the partner side, meaning that they are handled by the supplier as customer orders regardless of the way in which they are classified by the buyer.

Figure 15 – Level 3 End-to-End Flow – Reciprocal Buyer-Supplier Interactions




9. eTOM Level 4 Process Elements and Process Flows

This section describes level 4 process flows that are relevant to Fulfillment business scenarios. As with section 4, existing process descriptions have been used to derive process flows. This section contains BPMN process diagrams that illustrate the detailed operation of in-scope Level 3 processes in the context of a Level 2 process, by representing them as vertical “phases” or groupings along the top of each diagram, with selected Level 4 process elements represented by BPMN activities. These diagrams also highlight the points at which ITIL activities are integrated and at which B2B interactions occur.

Note that not all Level 4 children of a Level 2 process are used in the flows presented in this QSP. Many of the derived level 4 process elements are either pervasive – running more or less constantly in the background – or would have to be invoked constantly throughout the flow. The selection of level 4 process elements for use in process flows is a judgment call that must be made by each eTOM implementer based on the purpose and required level of detail of the flows. Therefore all Level 2, 3, and 4 processes are included in the “fan-out” diagrams in this section, in order to make clear what candidates are available.

Customer Interface Management

Customer Interface Management is a Level 2 process at the intersection of the Customer Relationship Management Level 1 process with the Fulfillment vertical. It comprises four Level 3 processes that represent all xxx-related activities within the xxx-related aspects of Fulfillment. Four of its derived Level 3 process elements have been further decomposed into ten Level 4 process elements. The brief description from GB921-D: “Managing all interfaces between the enterprise and potential and existing customers.”




Figure 16 – Customer Interface Management and its Level 3 and Level 4 children

The flow for Customer Interface Management is simple. Handle Request accepts the incoming request and directs it to the appropriate process. If the request is actually a status request related to a previous request, Provide Request Status returns the status.

Figure 17 – Customer Interface Management L4 Process Flow

Marketing Fulfillment Response

Marketing Fulfillment Response is a Level 2 process at the intersection of the Customer Relationship Management Level 1 process with the Fulfillment vertical. It comprises two Level 3 processes that represent all customer-related and product-related activities within the order-related aspects of Fulfillment. Two of its derived Level 3 process elements have been further decomposed into four Level 4 process elements. The brief description from GB921-D: “Responsible for the issue and distribution of marketing collateral directly to a customer and the subsequent tracking of resultant leads.”




Figure 18 - Marketing Fulfillment Response and its Level 3 and Level 4 children

Track Marketing Leads monitors incoming leads and passes them to Evaluate Marketing Leads, which passes qualified leads to the Selling processes.

Figure 19 – Marketing Fulfillment Response L4 Process Flow

Selling

Selling is a Level 2 process at the intersection of the Customer Relationship Management Level 1 process with the Fulfillment vertical. It comprises seven Level 3 processes that represent all customer-related and product-related activities within the order-related aspects of Fulfillment. Seven of its derived Level 3 process elements have been further decomposed into 16 Level 4 process elements.

The brief description from GB921-D: “Responsible for managing prospective customers, and for qualifying and educating customers, and matching customer expectations.”




Figure 20 - Selling and its Level 3 and Level 4 children

The process flow for Selling illustrates the use of phases to indicate the boundaries of Level 3 processes by placement of Level 4 process elements as activities within the phases.

The flow begins by checking for the type of activity represented by the incoming request. If it is a preauthorized activity such as a customer administrator making configuration changes, most of the Level 3 processes will be bypassed, and the request will go directly to Acquire Customer Data.

If the request is not a preauthorized activity, the flow evaluates whether it is a lead; if not, the Manage Prospect process will be skipped.

If it is a lead, it is analyzed by Analyze Prospect Leads, matched against possible products by Identify Potential Solutions, and if still viable, directed by Assign Prospect to Sales Channel; otherwise the flow is terminated.




Regardless of whether the request began as a lead, the flow next evaluates whether it represents a custom order; if not, the Qualify Opportunity process will be skipped.

If it is a custom order, Define Alternative Customized Solutions finds alternative implementations, Assess Potential Development & Risk identifies resource and financial requirements, and Assess Strategic Impacts examines risks and pre-feasibility.

At this point the flow introduces an activity not based on an existing eTOM level 4 process element (and therefore shaded in green), which creates an ITIL Request for Change (RFC) and also creates the order itself. Because an organization may use multiple, differing types of RFC with associated disparate activities, the creation of an RFC and an order occurs in one of three possible places, of which Qualify Opportunity is the first.

If it is not a custom order, the non-custom branch begins with the creation of a non-custom RFC and order. The branch is then joined by the custom branch for the remainder of Develop Sales Proposal. Ascertain Customer Requirements and Determine Support for Requirements examine the content and basic feasibility of the request.

At this point another new activity is introduced to obtain from the ITIL Configuration Management System (CMS) the customer’s current configuration and related Key Performance Indicators (KPIs). With the information from the preceding three activities, Develop Proposal Against Customer Requirements can proceed. The output may range from quite complex for a custom order to quite simple for a common mass market order.

The flow proceeds into Cross/Up Selling, using Analyze Customer Trends to flag problems or opportunities, and Recommend Appropriate Offerings to suggest alternative choices.

Next the flow executes Negotiate Sales Contract, including the self-explanatory Negotiate Standard Terms and Conditions, Develop & Negotiate Non- Standard Terms and Conditions, and Obtain Customer Agreement.

At this point the flow enters Acquire Customer data. If it reached this point by bypassing most processes because the request is pre-authorized, first it creates an operational RFC and order. In any case, the next step is to Determine Required Customer Data, followed by Capture & Record Customer Data.

The Selling process ends with two ITIL-related activities: update the CMS with the information produced so far, and initiate a Service Transition Plan. The detail of the Plan will be proportional to the type of request and the complexity of the order and of the customer’s affected services.




Figure 21 – Selling L4 Process Flow

Order Handling

Order Handling is a Level 2 process at the intersection of the Customer Relationship Management Level 1 process with the Fulfillment vertical. It comprises seven Level 3 processes that represent all customer-related and product-related activities within the order-related aspects of Fulfillment. Four of its derived Level 3 process elements have been further decomposed into nine Level 4 process elements.

The brief description from GB921-D: “Responsible for accepting and issuing orders.”

Note that the Pricing Management business scenarios in section 10 are related to the activities in the Negotiate Sales Contract phase in Figure 21.




Figure 22 - Order Handling and its Level 3 and Level 4 children

The process flow for Order Handling is relatively complex for the number of activities involved due to the logic related to multiple order state transitions.

The flow begins by checking for the origin of the incoming order. If the order originated with an external organization, then the flow goes directly to Issue Customer Order.

The next step is to Authorize Credit. This step may be skipped in some cases. For example, the service provider may have a policy that preauthorized activity is exempt.

Following either bypass or successful Authorize Credit, the flow goes to Issue Customer Orders. The first Level 4 activity to be invoked is Issue Customer Order (note the difference in plurality between this Level 4 process element and its Level 3 parent).

Next, if the incoming order represents a preauthorized activity, most of the processing of Order Handling will be unnecessary, and the flow proceeds directly to Track & Manage Customer Order; otherwise there is next an update to the CMS and to the order state (Pending).

The next activity in this phase is Assess Customer Order, determining its validity. Next the CMS and order state are updated (Acknowledged if valid, Rejected if invalid).

If the order is valid, the flow proceeds to Determine Customer Order Feasibility. An additional ITIL-related activity (skipped if the order is infeasible) conducts an impact analysis, including CMS data if available.

The next update to the CMS and order state requires two evaluations: one for feasibility and one to check whether the order was cancelled in the time since it was acknowledged. Based on these evaluations the CMS and order state are updated (Committed, Rejected, or Cancelled).




Committed orders proceed to Track and Manage Customer Order Handling, which may manage multiple interactions with Issue xxx and Track and Manage xxx processes in other layers (not shown here but shown in the preceding section in the Level 3 end-to-end and inter-organizational process flows).

Upon completion of processing in Track and Manage, it is again possible that the order has been cancelled in the time since it was committed. Based on this evaluation the CMS and order state are updated (Completed or Cancelled).

Completed orders proceed to Complete Customer Order, which uses Manage Customer Information to update required data and then Manage Customer Interaction to notify the customer of completion.

Throughout the flow, orders go to Close Customer Order as soon as they reach a terminal state (Rejected, Cancelled, or Committed).

Figure 23 – Order Handling L4 Process Flow




Retention & Loyalty

Retention & Loyalty is a Level 2 process at the intersection of the Customer Relationship Management Level 1 process with the Fulfillment vertical. It includes five Level 3 processes that represent all xxx-related activities within the xxx-related aspects of Fulfillment. Five of its derived Level 3 process elements have been further decomposed into 16 Level 4 process elements.

The brief description from GB921-D: “Manage all functionalities related to the retention of acquired customers, and the use of loyalty schemes in the potential acquisition of customers.”

Figure 24 – Retention & Loyalty and its Level 3 and Level 4 children

The process flow for Retention & Loyalty – invoked for completed orders – is simple, involving only Validate Customer Satisfaction. The complexity of the individual process elements will be related to the complexity of the order and the services it conveys.

First, Validate Solution Predicted/Expected Value checks that the customer can receive expected value from their investment.

Validate Customer Feedback ensure that the solution meets customer expectations. Finally, Initialize After-Sales Processes triggers downstream billing and assurances

processes, bringing an end to the Fulfillment process.




Figure 25 – Retention & Loyalty L4 Process Flow

Service Configuration & Activation

Service Configuration & Activation is a Level 2 process at the intersection of the Service Management & Operations Level 1 process with the Fulfillment vertical. It includes nine Level 3 processes that represent all service-related activities related to Fulfillment. Eight of its derived Level 3 process elements have been further decomposed into 27 Level 4 process elements. The brief description from GB921-D: “Responsible for the installation and configuration of the service for customers, including the installation of customer premises equipment.”




Figure 26 - Service Configuration & Activation and its Level 4 and Level 4 children

The process flow for Service Configuration & Activation is similar to, but more complex than, Track & Manage Customer Order:

The flow begins with Assess Service Request, which determines the validity of the incoming request. Because the ITIL CMS should be referenced as part of this activity, it has been color coded in the flow.

If the request is infeasible, no service order is created and the flow terminates with no further processing.

If the request is feasible, the flow proceeds to Create Service Orders. This activity should also include updates to the ITIL CMS.

Based on the content of the service order, the Mark Service Order for Special Handling activity may now be invoked. Next the flow splits, invoking Track & Manage Service Provisioning for most of the remaining flow, while taking a parallel path through the other phases.




Track & Manage Service Provisioning may manage multiple interactions with Issue xxx and Track and Manage xxx processes in other layers (not shown here but shown in the preceding section in the Level 3 end-to-end and inter-organizational process flows).

If a new solution design is required because the service order is not for an already-designed solution, the flow enters the Design Solution phase, progressing through Develop Overall Service Design, Develop Detailed Service Design, and Develop Service Implementation Plan. The latter is tagged as requiring updates to ITIL CMS and Service Transition Plan.

Next the flow enters the Allocate Specific Service Parameters to Service phase. This phase identifies available parameters with Determine Service Parameter Availability, and then reserves them with Reserve Service Parameters.

Figure 27 - Service Configuration & Activation L4 Process Flow




If the parameters can be allocated before the reservation expires, the flow invokes Allocate Service Parameters; otherwise it invokes Release Service Parameters. Activities in the Allocate Specific Service Parameters to Service phase involve updates to ITIL CMS.

If the service parameters were successfully allocated, the flow proceeds to the Implement, Configure & Activate Service phase, which is a straightforward execution of Configure Service, Implement Service, and Activate Service. The latter is tagged as requiring updates to ITIL CMS and Service Transition Plan.

At this point the final phase, Close Service Order, is entered. This consists of a single activity, which is tagged as requiring updates to ITIL CMS and Service Transition Plan.

Resource Provisioning

Resource Provisioning is a Level 2 process at the intersection of the Resource Management & Operations Level 1 process with the Fulfillment vertical. It includes eight Level 3 processes that represent all resource-related activities related to Fulfillment. Seven of its derived Level 3 process elements have been further decomposed into 26 Level 4 process elements.




Figure 28 - Resource Provisioning and its Level 3 and Level 4 childrenThe brief description from GB921-D: “Allocation, installation, configuration, activation and testing of specific resources to meet the service requirements, or in response to requests from other processes to alleviate specific resource capacity shortfalls, availability concerns or failure conditions.”

The process flow for Resource Provisioning is similar to that of Service Configuration & Activation, except that there is no design phase:

The flow begins with Assess Resource Request, which determines the validity of the incoming request. Because the ITIL CMS should be referenced as part of this activity, it has been color coded in the flow.

If the request is infeasible, no resource order is created and the flow terminates with no further processing.




If the request is feasible, the flow proceeds to Create Resource Orders. This activity should also include updates to the ITIL CMS.

Based on the content of the resource order, the Mark Resource Order for Special Handling activity may now be invoked.

Next the flow splits, invoking Track & Manage Resource Provisioning for most of the remaining flow, while taking a parallel path through the other phases.

Track & Manage Resource Provisioning may manage multiple interactions with Issue xxx and Track and Manage xxx processes in other layers (not shown here but shown in the preceding section in the Level 3 end-to-end and inter-organizational process flows).

Next the flow enters the Allocate & Install Resource phase. This phase identifies available resources with Determine Resource Availability, and then reserves them with Reserve Resource.

If the resources can be allocated before the reservation expires, the flow invokes Allocate Resource, followed by Install and Commission Resource; otherwise it invokes Release Resource. All of the activities in the Allocate & Install Resource phase involve updates to ITIL CMS.

If the resources were successfully allocated, the flow proceeds to the Configure & Activate Resource phase, which includes Configure Resource, Implement Resource, and Activate Resource. The latter is tagged as requiring updates to ITIL CMS.

At this point the final phase, Close Resource Order, is entered. This consists of a single activity, which is tagged as requiring updates to ITIL CMS.




Figure 29 - Resource Provisioning L4 Process Flow

Workforce Management

Workforce Management is a Level 2 process at the intersection of the Resource Management & Operations Level 1 process with the Operations Support & Readiness vertical. It includes five Level 3 processes that represent all work order-related and workforce-related activities. Four of its derived Level 3 process elements have been further decomposed into 22 Level 4 process elements.

The brief description from GB921-D: “Managing the staff performing manual activities along with managing the actual activity being performed”.




Figure 30 - Workforce Management and its Level 3 and Level 4 children

The process flow for Workforce Management involves two separate paths, one for Manage Schedule & Appointments, and another for Manage Work Order Lifecycle:

If the incoming request is a work order, it is processed by Issue Work Order. Next the flow splits, invoking Track & Manage Work Order for most of the remaining

flow, while taking a parallel path through the other steps. Track & Manage Work Order may manage multiple interactions with processes in other

layers (not shown here but shown in the preceding section in the Level 3 end-to-end and inter-organizational process flows).

The other part of the parallel flow passes through Analyze & Decompose Work Order, Assign Task, and Dispatch Task.

The parallel paths rejoin before the flow invokes Close Work Order and ends. If the incoming request is not a work order, it is evaluated to determine whether it will

go to Manage Reservations or Manage Appointments, then the flow ends.




Figure 31 – Workforce Management L4 Process Flow

Supplier/Partner Requisition Management

Supplier/Partner Requisition Management is a Level 2 process at the intersection of the Resource Management & Operations Level 1 process with the Fulfillment vertical. It includes seven Level 3 processes that represent all resource-related activities related to Fulfillment. Six of its derived Level 3 process elements have been further decomposed into 19 Level 4 process elements.

Brief description from GB921-D: “S/P Requisition Management brief description: S/P Requisition Management processes manage requisitions with partners/suppliers to ensure on-time and correct delivery of the product or service requested by the enterprise. According to the appropriate policy and practices of the enterprise, supply chain processes in SIP may be involved as well as, or instead of, S/P Requisition Management to achieve this. This process interfaces with the supplier’s CRM process for order handling.”




Figure 32 - Supplier/Partner Requisition Management and its Level 3 and Level 4 children

Supplier/Partner Interface Management

Supplier/Partner Interface Management is a Level 2 process at the intersection of the Resource Management & Operations Level 1 process with the Fulfillment vertical. It includes three Level 3 processes that represent all resource-related activities related to Fulfillment. Three of its derived Level 3 process elements have been further decomposed into eight Level 4 process elements.

Brief description from GB921-D: “Manage the contacts between the enterprise and its current or future suppliers/partners for products or services.”




Figure 33 - Supplier/Partner Interface Management and its Level 3 and Level 4 children

Examples of Level 3 and Level 4 Processes in Business Scenarios

This section provides an overview of the way that Level 3 and Level 4 processes can be used to describe an inter-organizational collaboration, using one of the most common business scenarios, Buyer Submits Order, as an example. That scenario is described in more detail on page 86, but it is instructive to see how multiple process flows composed of these lower-level processes interact.

Both scenarios involve interactions between two organizations (typically two service providers). The scenarios can be easily extended to include more than two organizations; an example can be seen in the business scenario Buyer Cancels Third Party Order in the next section. These scenarios are illustrated using BPMN collaboration diagrams, which describe interactions between organizations in terms of message flows between pools (which optionally contain swim lanes). Collaboration diagrams differ from BPMN process diagrams in that multiple pools are involved and that message flows are represented.

For purposes of this QSP, a BPMN collaboration diagram or BPMN choreography diagram (defined in the next section) describes a business scenario, and a message flow describes a business interaction in technology-independent terms.

In the Level 3 scenario in Figure 34, message flows are exchanged between a Level 3 process on the Buyer and a Level 3 process on the Supplier. The Level 4 view in Figure 35 expands the level of detail, showing the subtending Level 4 processes where relevant. One point of this comparison is to show how essential state information can be associated with message flows, allowing contractual agreements between Buyer and Supplier to be expressed in BOMN.




Another point is to show how the points of interaction in terms of Level 3 or Level 4 process elements are not necessarily the points where the “real work” (that determines state) is done.

Figure 34 – Level 3 Order Management Collaboration




In both diagrams, the Buyer submits an order (a Primary Order in terms of the discussion of order types and states on page Error: Reference source not found) to a Supplier, and the Supplier responds over time with several updates indicating changes to the state of the order. A BPMN message flow may include more than one message, but in this example, both requestOrder and notifyOrderStatus are asynchronous.

Figure 35 – Level 4 Order Management Collaboration




Note that the business interactions described in a particular view like the one shown here are not exclusive. For example, interspersed with the business interactions shown in these two diagrams could be many additional business interactions related to appointment management, order status inquiry and response, order status notification, etc. Any collaboration diagram or choreography diagram, in order to be readable, focuses on a specific business scenario and the interactions it entails.




10. Buyer-Supplier Business Scenarios

This section describes the in-scope business scenarios, which incorporate the business interactions described in the previous section. These scenarios represent a synthesis of the NICC and NBNCO/CA contributions.

How to Use this Section

This section uses a narrative, a BPMN choreography diagram in many cases, and a list of business interactions to describe each business scenario. The example scenario below, “Order Management: Buyer Submits Order”, shown in Figure 36, appears on page 86.




Figure 36 – Example Business Scenario PageTable 7 lists the in-scope business scenarios that consist of interactions between buyers and suppliers. Following Table 7, the remainder of this section describes the individual business scenarios in the order listed below.

Table 7 – Buyer-Supplier Business Scenarios

Category Initiator Business ScenarioAppointment Management

BuyerBuyer Cancels AppointmentBuyer Requests Appointment

Supplier Supplier Cancels Appointment




Supplier Requests Appointment

Order Management

Buyer

Buyer Amends OrderBuyer Cancels OrderBuyer Cancels Third Party OrderBuyer Requests ActionBuyer Requests Order StatusBuyer Requests Order Performance DataBuyer Requests Service ConfigurationBuyer Requests Service MACBuyer Requests TestBuyer Submits Order

Supplier

Supplier Cancels OrderSupplier Notifies DelaySupplier Notifies JeopardySupplier Notifies Service DemonstratedSupplier Notifies Time or Cost ChangeSupplier Rejects OrderSupplier Requests ActionSupplier Requests Information

Pre-Order Management Buyer

Buyer Notifies Order ForecastBuyer Requests Address InformationBuyer Requests Capacity InformationBuyer Requests Capacity ReservationBuyer Requests QuoteBuyer Requests Service Qualification

Pricing ManagementBuyer Buyer Requests Tariff or Price

Supplier Supplier Notifies Tariff or Price




Appointment Management: Buyer Cancels Appointment

In this scenario the buyer cancels a previously reserved appointment. The scenario is an extension of the Buyer Requests Appointment scenario on page 75. At some point following reservation the buyer discovers that the appointment must be cancelled, and requests cancellation from the supplier. Unlike the similar scenario of Supplier Cancels Appointment on page 77, this scenario does not provide for the supplier to refuse cancellation.

The collaboration including level 4 process elements is shown in Figure 37.

Figure 37 – Buyer Cancels Appointment Collaboration

Table 8 describes the business interactions within this business scenario.

Table 8 – Buyer Cancels Appointment Business Interactions

Sender Business Interaction Response Valid for Order State(s)

Next Primary Order State

Buyer requestAppointmentAvailability Y N/A N/ABuyer requestAppointmentReservation Y N/A N/ABuyer requestAppointmentCancellation Y N/A N/A




Appointment Management: Buyer Requests Appointment

In this scenario the buyer negotiates with the supplier to obtain an appointment that both can meet. The buyer requests a list of available appointments within a specific time period. If there are none available or if none of the options are suitable, the buyer must decide whether to ask for a list of appointments in a different time period, or to abandon the effort. If the buyer selects a different time period, the process is repeated. If a suitable appointment is presented the buyer may request a reservation. The supplier responds with the status of the reservation. Because the availability request does not lock a reservation, it is possible that the reservation request will fail. If that happens, the buyer can either repeat the entire process or abandon it.

The collaboration including level 4 process elements is shown in Figure 38

Figure 38 - Buyer Requests Appointment Collaboration


Table 9 – Buyer Requests Appointment Business Interactions

Sende Business Interaction Respons Valid for Order Next Primary




r e State(s) Order StateBuyer requestAppointmentAvailabili

tyY N/A N/A

Buyer requestAppointmentReservation

Y N/A N/A

Appointment Management: Supplier Cancels Appointment

In this scenario the supplier attempts to cancel an appointment that was previously reserved the buyer. The scenario is an extension of the Buyer Requests Appointment scenario on page 75. At some point following reservation the supplier discovers that the appointment must be cancelled, and requests cancellation from the buyer. Unlike the similar scenario of Buyer Cancels Appointment on page 74, this scenario allows the buyer to refuse cancellation.


Figure 39 – Supplier Cancels Appointment Collaboration


Table 10 – Supplier Cancels Appointment Business Interactions

Sender Business Interaction Response Valid for Order State(s)


Buyer requestAppointmentAvailability Y N/A N/A




Buyer requestAppointmentReservation Y N/A N/ASupplier

requestAppointmentCancellation N N/A N/A

Buyer notifyAppointmentCancellationStatus N N/A N/A




Appointment Management: Supplier Requests Appointment

In this scenario the supplier requests that the buyer make an appointment. The request is made using the requestOrderAction interaction. The buyer initiates the Buyer Requests Appointment scenario. Subsequently the Buyer Cancels Appointment and Supplier Cancels Appointment scenarios are possible.

Table 11 – Supplier Requests Appointment Business Interactions

Sender Business Interaction Response Valid for Order State(s) Next Primary Order State

Supplier

requestOrderAction N N/A N/A




Order Management: Buyer Amends Order

NOTE: Please read the discussion of order types and states on page Error: Reference source not found for best understanding of this section. In this scenario the buyer requests in-flight revision of a previously submitted order that has advanced to the Committed state as described in Buyer Submits Order. The supplier confirms the receipt of the request, and then checks its validity. The supplier either rejects the request as invalid or acknowledges its validity. Next the supplier checks the feasibility of the request. The supplier either rejects the request as infeasible or confirms that it has been implemented (meaning that the original order has been amended).


Figure 40 - Buyer Amends Order Choreography


Table 12 – Buyer Amends Order Business Interactions

Sender Business Interaction Response

Valid for Amend Order State(s)

Next Amend Order State

Buyer requestOrderAmendment

Y N/A Started

Supplie notifyOrderStatus N Started Pending




rSupplier

notifyOrderStatus N Pending Acknowledged

Supplier

notifyOrderStatus N Acknowledged Completed

Supplier

notifyOrderStatus N Pending, Acknowledged Rejected

Supplier

notifyOrderFallout N Rejected N/A

Order Management: Buyer Cancels Order

NOTE: Please read the discussion of order types and states on page Error: Reference source not found for best understanding of this section. In this scenario the buyer requests cancellation of a previously submitted order that has advanced to either the Acknowledged or the Committed state as described in Buyer Submits Order. The supplier confirms the receipt of the request, and then checks its validity. The supplier either rejects the request as invalid or acknowledges its validity. Next the supplier checks the feasibility of the request. The supplier either rejects the request as infeasible or confirms that it has been implemented (meaning that the original order has been cancelled).


Figure 41 - Buyer Cancels Order Choreography





Table 13 – Buyer Cancels Order Business Interactions


Valid for Cancel Order State(s)

Next Cancel Order State

Buyer requestOrderCancellation

Y N/A Started

Supplier

notifyOrderStatus N Started Pending

Supplier


Supplier

notifyOrderStatus N Acknowledged Completed

Supplier


Supplier

notifyOrderFallout N Rejected N/A

Order Management: Buyer Cancels Third Party Order

NOTE: Please read the discussion of order types and states on page Error: Reference source not found for best understanding of this section. In this scenario there are two buyers. Buyer A submits an order in the usual way as described in Buyer Submits Order, and it proceeds to the Committed state. At this point the supplier determines that the order affects buyer B, e.g. a cease service request from gaining their customer. The supplier alerts buyer A with notifyThirdPartyOrderEffect. Buyer B does nothing if the effect is expected; otherwise it uses requestThirdPartyOrderCancellation to attempt to cancel buyer A’s order. The supplier determines disposition, notifies buyer B with notifyThirdPartyOrderStatus, and notifies buyer A with notifyOrderStatus that the order is either Completed or Cancelled.

The collaboration including level 4 process elements is shown in .




Figure 42 - Buyer Cancels Third Party Order Choreography


Table 14 – Buyer Cancels Third Party Cease Business Interactions

Sender Business Interaction Response Valid for Third Party Order State(s)


Supplier

notifyThirdPartyOrderEffect N Committed N/A

Buyer requestThirdPartyOrderCancellation Y Committed N/ASupplier

notifyThirdPartyOrderStatus N Completed, Cancelled N/A




Order Management: Buyer Requests Action

In this scenario the buyer requests that the supplier perform some action in connection with a current order. The asynchronous response depends on the action requested.


Table 15 – Buyer Requests Action Business Interactions


Valid for Order State(s) Next Primary Order State

Buyer requestAction N (depends on request) N/ASupplier

(depends on request) N (depends on request) N/A

Order Management: Buyer Requests Order Status

In this scenario the buyer requests that the supplier return the status of a current order. The asynchronous response contains the status.


Table 16 – Buyer Requests Order Status Business Interactions



Buyer requestOrderStatus N All AllSupplier

notifyOrderStatus N All All

Order Management: Buyer Requests Order Performance Data

In this scenario the buyer requests that the supplier return performance information on the order management process. The synchronous response contains the information.





Table 17 – Buyer Requests Order Performance Data Business Interactions

Sender Business Interaction Response Valid for Order State(s)Primary Order State

Buyer requestOrderPerformanceData Y N/A N/A

Order Management: Buyer Requests Service Configuration

In this scenario, the buyer requests that the supplier make changes to the configuration of an existing service. The supplier returns the status of the configuration change in the response.


Table 18 – Buyer Requests Service Configuration Business Interactions


Valid for Order State(s)


Buyer requestServiceConfiguration

N N/A N/A

Supplier

notifyServiceConfiguration

N N/A N/A

Order Management: Buyer Requests Service MAC

In this scenario the buyer requests a Migration Access Code (MAC) from the supplier in order to allow an end user to migrate an existing service to another location or equipment. The supplier returns the MAC in the response.


Table 19 – Buyer Requests Service MAC Business Interactions



Buyer requestMAC N N/A N/ASupplier

notifyMAC N N/A N/A




Order Management: Buyer Requests Test

In this scenario, the buyer requests that the supplier perform a test of a specific service that the supplier currently provides to the buyer. The synchronous response contains the test results.


Table 20 – Buyer Requests Test Business Interactions



Buyer requestTest N N/A N/A

Order Management: Buyer Submits Order

NOTE: Please read the discussion of order types and states on page Error: Reference source not found for best understanding of this section. This is a key business scenario upon which several others are based. In this scenario the buyer submits an order. The supplier confirms the receipt of the order, and then checks its validity. The supplier rejects the order as invalid, acknowledges its validity, or reports that it has been cancelled by the buyer or supplier. Next the supplier checks the feasibility of the order. The supplier rejects the order as infeasible, commits to implement it, or reports that it has been cancelled by the buyer or supplier. If the order has not been rejected or cancelled, then once it has been implemented the supplier confirms that it has been completed.





Figure 43 - Buyer Submits Order Choreography


Table 21 – Buyer Submits Order Business Interactions


Valid for Primary Order State(s)


Buyer requestOrder Y N/A StartedSupplier


Supplier


Supplier

notifyOrderStatus N Acknowledged Committed

Supplier

notifyOrderStatus N Committed Completed

Supplier


Supplier

notifyOrderStatus N Acknowledged, Committed Cancelled

Order Management: Supplier Cancels Order

NOTE: Please read the discussion of order types and states on page Error: Reference source not found for best understanding of this section.




In this scenario the supplier cancels a previously submitted order that has advanced to either the Acknowledged state or the Committed state as described in Buyer Submits Order.


Figure 44 – Supplier Cancels Order Choreography


Table 22 – Supplier Cancels Order Business Interactions




Buyer requestOrder Y N/A StartedSupplier


Supplier


Supplier

notifyOrderStatus2 N Acknowledged Committed

Supplier

notifyOrderStatus N Acknowledged, Committed Cancelled

2 This interaction will not occur if the supplier cancels the order before it is Committed.




Order Management: Supplier Notifies Delay

In this scenario the supplier notifies the buyer that there will be a delay in the processing of an order. This scenario typically involves an SLA violation.

Table 23 describes the business interaction within this business scenario.

Table 23 – Supplier Notifies Delay Business Interactions


Supplier

notifyDelay N All N/A

Order Management: Supplier Notifies Jeopardy

In this scenario the supplier notifies the buyer that there may be a delay in the processing of an order. This scenario typically predicts an SLA violation.


Table 24 – Supplier Notifies Jeopardy Business Interactions


Supplier

notifyJeopardy N All N/A

Order Management: Supplier Notifies Service Demonstrated

In this scenario the supplier notifies that the service has been demonstrated to the end user after an order was completed.


Table 25 – Supplier Notifies Service Demonstrated Business Interactions

Sender Business Interaction Respons Valid for Order State(s) Next Primary




e Order StateSupplier

notifyServiceDemonstrated N Completed N/A

Order Management: Supplier Notifies Time or Cost Change

In this scenario, the supplier notifies the buyer that for a specific order in progress, a change must be made to one or more parameters of cost or schedule. The buyer may then accept or reject the change, and/or amend or cancel the affected order, using the previously described scenarios for those activities.


Table 26 – Supplier Notifies Time or Cost Change Business Interactions

Sender Business Interaction Response Valid for Primary Order State(s)


Supplier

notifyChange N All N/A

Buyer requestChangeConfirmation N TBD N/ABuyer requestChangeRejection N TBD N/ABuyer requestOrderAmendment Y Acknowledged,

CommittedN/A

Buyer requestOrderCancellation Y Acknowledged, Committed

N/A

Supplier

notifyOrderStatus N All N/A




Order Management: Supplier Rejects Order

NOTE: Please read the discussion of order types and states on page Error: Reference source not found for best understanding of this section. In this scenario the supplier cancels a previously submitted order that has advanced to either the Pending state or the Acknowledged state.


Figure 45 – Supplier Rejects Order Choreography


Table 27 – Supplier Rejects Order Business Interactions




Buyer requestOrder N N/A StartedSupplier





Supplier

notifyOrderStatus3 N Pending Acknowledged

Supplier


Order Management: Supplier Requests Action

In this scenario the supplier requests that the buyer perform some action in connection with a current order. The asynchronous response depends on the action requested.


Table 28 – Supplier Requests Action Business Interactions


Supplier

requestOrderAction N All N/A

Order Management: Supplier Requests Information

This scenario

In this scenario the supplier requests that the buyer provide some information in connection with a current order. The amended order contains the requested information.

Table 29 – Supplier Requests Information Business Interactions


Supplier

requestOrderInformation N All N/A

3 This interaction will not occur if the supplier rejects the order before it is Acknowledged.




Pre-Order Management: Buyer Notifies Order Forecast

In this scenario the buyer provides the supplier a forecast of order activity.


Table 30 – Buyer Notifies Order Forecast Business Interactions


Buyer requestForecast N N/A N/ASupplier

notifyForecastResponse N N/A N/A

Pre-Order Management: Buyer Requests Address Information

In this scenario the buyer requests address information from the supplier in order to place an order. The address information is returned in the synchronous response.


Table 31 – Buyer Requests Address Information Business Interactions

Sender

Business Interaction Response Valid for Order State(s) Next Primary Order State

Buyer requestAddressInformation N N/A N/A

Pre-Order Management: Buyer Requests Capacity Information

In this scenario the buyer requests capacity information from the supplier in order to determine whether to reserve capacity. The capacity information is returned in the synchronous response.


Table 32 – Buyer Requests Capacity Reservation Business Interactions





Buyer requestCapacityInformation Y N/A N/A

Pre-Order Management: Buyer Requests Capacity Reservation

In this scenario the buyer requests address information from the supplier in order to place an order. The address information is returned in the synchronous response.


Table 33 – Buyer Requests Capacity Reservation Business Interactions

Sender

Business Interaction Response Valid for Order State(s) Next Primary Order State

Buyer requestCapacityReservation Y N/A N/A

Pre-Order Management: Buyer Requests Quote

In this scenario, the buyer requests a quote from the supplier based on an order that could be placed later. The quote is returned in the synchronous response.


Table 34 – Buyer Requests Quote Business Interactions



Buyer requestQuote Y N/A N/A

Pre-Order Management: Buyer Requests Service Qualification

In this scenario the buyer requests qualification of a service address to determine whether the supplier can provide a specific service there. After the synchronous acknowledgement, the supplier provides the qualification in an asynchronous response.





Table 35 – Buyer Requests Service Qualification Business Interactions


Valid for Order State(s)


Buyer requestServiceQualification

Y N/A N/A

Supplier

notifyServiceQualification N N/A N/A

Pricing Management: Buyer Requests Tariff or Price

In this scenario, the buyer requests information from the supplier regarding tariffs and/or prices. The information is returned in the asynchronous response.


Table 36 – Buyer Requests Tariff or Price Business Interactions


Buyer requestPricingInformation N N/A N/ASupplier

notifyPricingInformation N N/A N/A

Pricing Management: Supplier Notifies Tariff or Price

In this scenario, the supplier informs the buyer that one or more tariffs and/or prices have changed.


Table 37 – Supplier Notifies Tariff or Price Business Interactions


Supplier notifyPricingInformation N N/A N/A




11. Buyer-Supplier Business Interactions

Business interactions are derived from the NICC and NBNCO/CA contributions, and are used in the business scenarios described in the previous section.

Table 38 lists the in-scope business interactions between buyers and suppliers. The names of the interactions all take the form of <verb><noun>, where the verb can be either “request” or “notify”:

notify<noun> – Each interaction that uses this form is one of the following:o An asynchronous notifications of the status of an entity such as an ordero A delayed (non-immediate) response to a previous query or requesto An asynchronous notification of an event of interest to the recipient.

request<noun> – Each interaction that uses this form is a request for action and/or information.

Business interactions flagged with “Response” are considered synchronous and have a defined response, which is expected within a short period of time (usually seconds, specified in an SLA). The responses are not listed separately in Table 6, and are named by appending “Response” to the original message. All synchronous business interactions are originated by the Buyer.

Following Table 38, the remainder of this section describes the individual business interactions, their responses if applicable, and the data elements associated with the interactions. In the data element tables, the “Req” column describes the requirement status of the data element as M (Mandatory), C (Conditional), or O (Optional). Note that data elements related to message handling or implementation, such as message ID, message timestamp, etc. are not listed.

Table 38 – Buyer-Supplier Business Interactions

Category Initiator Business Interaction SynchronousResponse

Appointment ManagementBuyer

notifyAppointmentCancellationStatusrequestAppointmentAvailability YrequestAppointmentCancellation YrequestAppointmentReservation Y

Supplier requestAppointmentCancellation

Order Management BuyernotifyOrderInformationrequestAction Y




requestChangeConfirmationrequestChangeRejectionrequestMACrequestOrder YrequestOrderAmendment YrequestOrderCancellation YrequestOrderStatusrequestOrderPerformanceData YrequestServiceConfigurationrequestTest YrequestThirdPartyOrderCancellation YrequestTime Y

Supplier

notifyChangenotifyDelaynotifyJeopardynotifyMACnotifyOrderFalloutnotifyOrderStatusnotifyServiceConfigurationnotifyServiceDemonstratednotifyThirdPartyOrderEffectnotifyThirdPartyOrderStatusrequestOrderActionrequestOrderInformation

Pre-Order ManagementBuyer

requestAddressInformation YrequestCapacityInformation YrequestCapacityReservation YrequestForecastrequestQuote YrequestServiceQualification YrequestTemporaryAddressInformation Y

SuppliernotifyForecastResponsenotifyServiceQualification

Pricing ManagementBuyer requestPricingInformation

Supplier notifyPricingInformation




Appointment Management: Buyer Sends notifyAppointmentCancellationStatus

The Buyer uses this interaction to confirm or deny the Supplier-requested cancellation of an appointment which had previously been reserved by the Buyer.

NOTE: Unlike a Buyer-requested cancellation, which the Supplier must confirm, the Buyer may either confirm or deny the Supplier’s cancellation request.

Table 39 – Data Elements for notifyAppointmentCancellationStatus

Data Element Req DescriptionCustomer M The customer for the product requiring an appointmentAccount M The account associated with the productLocation M The location at which the work is to be performedType of Work M The type of work to be performedRelated Product M The product for which the work is to be performedCancellation Confirmation M Confirms or denies the requested cancellationDate/Time/Duration M Specifies the cancelled appointment

Appointment Management: Buyer Sends requestAppointmentAvailability, Supplier Sends requestAppointmentAvailabilityResponse

The Buyer uses this interaction to request a list of available appointments within the SLA for a product, outside the SLA for a product, or within a specified time rang within or outside the SLA. The immediate response from the Supplier contains zero or more appointments that have not yet been reserved.

NOTE: This interaction does not automatically reserve an appointment.

Table 40 – Data Elements for requestAppointmentAvailability

Data Element Req DescriptionCustomer M The customer for the product requiring an appointmentAccount M The account associated with the productLocation M The location at which the work is to be performedType of Work M The type of work to be performedRelated Product M The product for which the work is to be performed




Data Element Req DescriptionRequested before SLA C Indicates appointment requested earlier than SLA supportsRequested after SLA C Indicates appointment requested later than SLA supportsPersonnel Qualification C Specific technical qualification(s) required of personnelPersonnel Authentication C Specific security qualification(s) required of personnelRequested Date/Time Range O Optional specific date/time range of desired appointment

Table 41 – Data Elements for requestAppointmentAvailabilityResponse

Data Element Req DescriptionCustomer M The customer for the product requiring an appointmentAccount M The account associated with the productLocation M The location at which the work is to be performedType of Work M The type of work to be performedRelated Product M The product for which the work is to be performedPersonnel Qualification C Confirms the requested qualificationPersonnel Authentication C Confirms the requested qualificationDate/Time/Duration Range O List of available appointments that fit the request

Appointment Management: Buyer Sends requestAppointmentCancellation, Supplier Sends requestAppointmentCancellationResponse

The Buyer uses this interaction to request cancellation of a specific appointment which was previously reserved by the Buyer and confirmed by the Supplier. The immediate response from the Supplier confirms the cancellation.

NOTE: There is no provision for the Supplier to deny the request.

Table 42 – Data Elements for requestAppointmentCancellation

Data Element Req DescriptionCustomer M The customer for the product requiring an appointmentAccount M The account associated with the productLocation M The location at which the work is to be performedType of Work M The type of work to be performedRelated Product M The product for which the work is to be performedDate/Time M Specific date/time of reserved appointment

Table 43 – Data Elements for requestAppointmentCancellationResponse




Data Element Req DescriptionCustomer M The customer for the product requiring an appointmentAccount M The account associated with the productLocation M The location at which the work is to be performedType of Work M The type of work to be performedRelated Product M The product for which the work is to be performedCancellation Confirmation M Confirms the requested cancellationDate/Time/Duration M Specifies the cancelled appointment

Appointment Management: Buyer Sends requestAppointmentReservation, Supplier Sends requestAppointmentReservationResponse

The Buyer uses this interaction to request reservation of a specific appointment which was determined to be available during a previous interaction with the Supplier. The immediate response from the Supplier indicates whether the reservation was successful and whether any requested personnel qualifications and/or authentications were confirmed.

Table 44 – Data Elements for requestAppointmentReservation

Data Element Req DescriptionCustomer M The customer for the product requiring an appointmentAccount M The account associated with the productLocation M The location at which the work is to be performedType of Work M The type of work to be performedRelated Product M The product for which the work is to be performedRequested Date/Time M Specific date/time of desired appointmentRequested before SLA C Indicates appointment requested earlier than SLA supportsRequested after SLA C Indicates appointment requested later than SLA supportsPersonnel Qualification C Specific technical qualification(s) required of personnelPersonnel Authentication C Specific security qualification(s) required of personnel

Table 45 – Data Elements for requestAppointmentReservationResponse

Data Element Req DescriptionCustomer M The customer for the product requiring an appointmentAccount M The account associated with the productLocation M The location at which the work is to be performedType of Work M The type of work to be performed




Data Element Req DescriptionRelated Product M The product for which the work is to be performedReservation Confirmation M Confirms or denies the requested reservationPersonnel Qualification C Confirms or denies the requested qualificationPersonnel Authentication C Confirms or denies the requested qualificationDate/Time/Duration O Specifies the appointment if successful

Appointment Management: Supplier Sends requestAppointmentCancellation

The Supplier uses this interaction to request cancellation of an appointment which was previously reserved by the Buyer. The Buyer eventually (but not necessarily immediately) confirms or denies the cancellation using the notifyAppointmentCancellationStatus interaction.

Table 46 – Data Elements for requestAppointmentCancellation

Data Element Req DescriptionCustomer M The customer for the product requiring an appointmentAccount M The account associated with the productLocation M The location at which the work is to be performedType of Work M The type of work to be performedRelated Product M The product for which the work is to be performedDate/Time M Specific date/time of reserved appointment




Order Management: Buyer Sends notifyOrderInformation

The Buyer uses this interaction to provide information related to a specific order, previously requested by the Supplier using requestOrderInformation.

Table 47 – Data Elements for notifyOrderInformation

Data Element Req DescriptionOrder ID M The ID of the order for which information was requestedAdditional Data M Dependent on order type and buyer-supplier agreement

Order Management: Buyer Sends requestAction, Supplier Sends requestActionResponse

The Buyer uses this interaction to request a specific action from the Supplier. The immediate response from the Supplier confirms or denies the request, and if confirmed, also contains the dates and times at which the Supplier plans to begin and end the requested activity.

Table 48 – Data Elements for requestAction

Data Element Req DescriptionCustomer M The customer for the product requiring an actionAccount M The account associated with the actionType of Action M The type of action to be performedRelated Product M The product for which the action is to be performedRequested Starting Date/Time O Desired starting date/time of actionRequested Ending Date/Time O Desired ending date/time of actionAction Notes O Notes about the action to be performed

Table 49 – Data Elements for requestActionResponse

Data Element Req DescriptionCustomer M The customer for the product requiring an actionAccount M The account associated with the productType of Action M The type of action to be performedRelated Product M The product for which the action is to be performedAction Confirmation M Confirms or denies the requested actionPlanned Starting Date/Time C Planned starting date/time of action




Data Element Req DescriptionPlanned Ending Date/Time C Planned ending date/time of action

Order Management: Buyer Sends requestChangeConfirmation

The Buyer uses this interaction to confirm a change to an order previously requested by the Supplier.

Table 50 – Data Elements for requestChangeConfirmation

Data Element Req DescriptionOrder ID M The ID of the order to be changedChange ID M The ID of this change notification

Order Management: Buyer Sends requestChangeRejection

The Buyer uses this interaction to reject a change to an order previously requested by the Supplier.

Table 51 – Data Elements for requestChangeRejection

Data Element Req DescriptionOrder ID M The ID of the order to be changedChange ID M The ID of this change notification

Order Management: Buyer Sends requestMAC

The Buyer uses this interaction to request a Migration Access Code (MAC) from the supplier in order to allow an end user to migrate an existing service to another location or equipment.

Table 52 – Data Elements for requestMAC

Data Element Req DescriptionEnd User M The end user for the service requiring a MACService M The service requiring a MAC




Order Management: Buyer Sends requestOrder, Supplier Sends requestOrderResponse

The Buyer uses this interaction to submit a Primary Order. The immediate response from the Supplier provides an Order ID that the Buyer must use in subsequent interactions related to the order, along with information related to any initial error if one occurred.

Table 53 – Data Elements for requestOrderData Element Req Description

Customer M The customer for the productAccount M The account associated with the productLocation M The location at which the product will be installed or usedProduct M The product orderedRequested Date O Optional specific date/time of desired completionAdditional Data O Dependent on order type and buyer-supplier agreement

Table 54 – Data Elements for requestOrderResponse

Data Element Req DescriptionOrder ID M The ID of the order in the supplier’s tracking systemError information O Dependent on occurrence and details of initial error

Order Management: Buyer Sends requestOrderAmendment, Supplier Sends requestOrderAmendmentResponse

The Buyer uses this interaction to submit an Amend Order against a previously submitted Primary Order. The immediate response from the Supplier confirms the ID of the order being amended, and provides an Amend Order ID that the Buyer must use in subsequent interactions related to the order, along with information related to any initial error if one occurred.

Table 55 – Data Elements for requestOrderAmendment

Data Element Req DescriptionOrder ID M The ID of the order to be amended

Table 56 – Data Elements for requestOrderAmendmentResponse

Data Element Req DescriptionOriginal Order ID M The ID of the original order in the supplier’s tracking system




Data Element Req DescriptionAmend Order ID M The ID of the amend order in the supplier’s tracking systemError Information O Dependent on occurrence and details of initial error

Order Management: Buyer Sends requestOrderCancellation, Supplier Sends requestOrderCancellationResponse

The Buyer uses this interaction to submit a Cancel Order against a previously submitted Primary Order. The immediate response from the Supplier confirms the ID of the order being amended, and provides an Amend Order ID that the Buyer must use in subsequent interactions related to the order, along with information related to any initial error if one occurred.

Table 57 – Data Elements for requestOrderCancellation

Data Element Req DescriptionOrder ID M The ID of the order to be amended

Table 58 – Data Elements for requestOrderCancellationResponse

Data Element Req DescriptionOriginal Order ID M The ID of the original order in the supplier’s tracking systemCancel Order ID M The ID of the cancel order in the supplier’s tracking systemError Information O Dependent on occurrence and details of initial error

Order Management: Buyer Sends requestOrderStatus

The Buyer uses this interaction to request the status of an order. The supplier eventually (but not necessarily immediately) responds with notifyOrderStatus.

NOTE: The Oder ID in this interaction may be the ID of an original (primary) order, and amend order, or a cancel order. If the order ID refers to an amend order or cancel order, the information returned in the notifyOrderStatus interaction refers to that order, not to the original order being amended or cancelled.

Table 59 – Data Elements for requestOrderStatus

Data Element Req DescriptionOrder ID M The ID of the order in the supplier’s tracking system




Order Management: Buyer Sends requestOrderPerformanceData, Supplier Sends requestOrderPerformanceDataResponse

The Buyer uses this interaction to request a report on the performance of the order management system. The immediate response from the Supplier provides the performance report.

Table 60 – Data Elements for requestOrderPerformanceData

Data Element Req DescriptionCustomer M The customer for the productSupplier M The supplier of the productStart Date/Time M Starting date/time of reporting periodEnd Date/Time M Ending date/time of reporting periodReport Type C The type of report requested

Table 61 – Data Elements for requestOrderPerformanceDataResponse

Data Element Req DescriptionCustomer M The customer for the productSupplier M The supplier of the productStart Date/Time M Starting date/time of reporting periodEnd Date/Time M Ending date/time of reporting periodReport Type C The type of report requestedReport Information O Dependent on previous buyer-supplier agreement

Order Management: Buyer Sends requestServiceConfiguration

The Buyer uses this interaction to request a change in the configuration of an existing service. The Supplier eventually (but not necessarily immediately) responds with notifyServiceConfiguration.

Table 62 – Data Elements for requestServiceConfiguration

Data Element Req DescriptionService ID M The ID of the service to be changedConfiguration Details C Dependent on previous buyer-supplier agreementRequested Date/Time Range O Optional specific date/time range of desired change




Order Management: Buyer Sends requestTest, Supplier Sends requestTestResponse

The Buyer uses this interaction to request that the Supplier conduct a test of a specific instance of a service. The immediate response from the Supplier provides the results of the requested test.

Table 63 – Data Elements for requestTest

Data Element Req DescriptionCustomer M The customer for the product requiring an appointmentAccount M The account associated with the productService ID M The ID of the service to be testedType of Test C The type of test to be performedTest Variant O The variant of the test to be performedTest Priority O The priority of the test to be performed

Table 64 – Data Elements for requestTestResponse

Data Element Req DescriptionCustomer M The customer for the product requiring an appointmentAccount M The account associated with the productService ID M The ID of the service to be testedTest Results M Dependent on previous buyer-supplier agreementType of Test C The type of test to be performedTest Variant O The variant of the test to be performedTest Priority O The priority of the test to be performed

Order Management: Buyer Sends requestThirdPartyOrderCancellation

The Buyer uses this interaction to request the cancellation of a third-party order that affects them.

Table 65 – Data Elements for requestThirdPartyOrderCancellation

Data Element Req DescriptionOrder ID M The ID of the order to be cancelled




Table 66 – Data Elements for requestThirdPartyOrderCancellationResponse

Data Element Req DescriptionOriginal Order ID M The ID of the original order in the supplier’s tracking systemCancel Order ID M The ID of the cancel order in the supplier’s tracking systemError Information O Dependent on occurrence and details of initial error

Order Management: Buyer Sends requestTime, Supplier Sends requestTimeResponse

The Buyer uses this interaction to request more time to perform an action previously requested, or to provide information previously requested, by the Supplier relative to a specific order. The immediate response from the Supplier confirms or denies the request.

Table 67 – Data Elements for requestTime

Data Element Req DescriptionOrder ID M The ID of the affected orderRequested New Date/Time M The requested new deadlineAction Request ID C The ID of the action requested by the supplierInformation Request ID C The ID of the action requested by the supplier

Table 68 – Data Elements for requestTimeResponse

Data Element Req DescriptionOrder ID M The ID of the affected orderRequested New Date/Time M The requested new deadlineResult M Confirms or denies the requestAction Request ID C The ID of the action requested by the supplierInformation Request ID C The ID of the action requested by the supplier




Order Management: Supplier Sends notifyChange

The Supplier uses this interaction to inform the Buyer of changes to the dates, times, and/or costs associated with an order that is in progress. The Buyer eventually (but not necessarily immediately) responds with requestChangeConfirmation, requestChangeRejection, requestOrderAmend, or requestOrderCancel.

Table 69 – Data Elements for notifyChange

Data Element Req DescriptionOrder ID M The ID of the order to be changedChange ID M The ID of this change notificationChange Details C Dependent on previous buyer-supplier agreement

Order Management: Supplier Sends notifyDelay

The Supplier uses this interaction to notify the Buyer that there will be a delay to an order currently in progress.

Table 70 – Data Elements for notifyDelay

Data Element Req DescriptionOrder ID M The ID of the order that is delayedCustomer M The customer for the productAccount M The account associated with the productProduct M The product orderedProblem Report ID M The ID of the problem report describing the causeReason M The reason for the delayEstimated Date/Time C Estimated date/time of completionAdditional Data O Dependent on order type and buyer-supplier agreement

Order Management: Supplier Sends notifyJeopardy

The Supplier uses this interaction to notify the Buyer that there may be a delay to an order currently in progress.

Table 71 – Data Elements for notifyJeopardy




Data Element Req DescriptionOrder ID M The ID of the order that is in jeopardyCustomer M The customer for the productAccount M The account associated with the productProduct M The product orderedReason M The reason for the jeopardyEstimated Date/Time C Estimated date/time of completionAdditional Data O Dependent on order type and buyer-supplier agreement

Order Management: Supplier Sends notifyMAC

The Supplier uses this interaction to provide a previously requested Migration Access Code (MAC) to the supplier in order to allow an end user to migrate an existing service to another location or equipment.

Table 72 – Data Elements for notifyMAC

Data Element Req DescriptionData Element Req Description

End User M The end user for the service requiring a MACService ID M The ID of the service requiring a MACMAC M The requested MAC

Order Management: Supplier Sends notifyOrderFallout

The Supplier uses this interaction to notify the Buyer that as a result of the rejection of their request to amend or cancel a previous order, that order is now being processed in fallout.

Table 73 – Data Elements for notifyOrderFallout

Data Element Req DescriptionOrder ID M The ID of the affected orderCustomer M The customer for the productAccount M The account associated with the productProduct M The product ordered




Order Management: Supplier Sends notifyOrderStatus

The Supplier uses this interaction to notify the Buyer of the status of an order, either because the status changed as a result of processing or because the Buyer requested the notification with requestOrderStatus.

Table 74 – Data Elements for notifyOrderStatus

Data Element Req DescriptionOrder ID M The ID of the orderStatus M The status of the order




Order Management: Supplier Sends notifyServiceConfiguration

The Supplier uses this interaction to notify the Supplier of the result if a change in the configuration of an existing service that was previously requested by the Buyer with notifyServiceConfiguration.

Table 75 – Data Elements for notifyServiceConfiguration

Data Element Req DescriptionService ID M The ID of the service to be changedResult M The result of the changeConfiguration Details C Dependent on previous buyer-supplier agreementActual Date/Time O Optional specific date/time of actual change

Order Management: Supplier Sends notifyServiceDemonstrated

The Supplier uses this interaction to notify the Buyer that the service has been demonstrated to the end user after an order was completed.

Table 76 – Data Elements for notifyServiceDemonstrated

Data Element Req DescriptionOrder ID M The ID of the order

Order Management: Supplier Sends notifyThirdPartyOrderEffect

The Supplier uses this interaction to notify the Buyer that an order placed by a third party (e.g. another Buyer) has an effect on the Buyer. For example, a third-party order may result from one service provider taking a customer away from another service provider. The Buyer need not respond if the effect is acceptable; alternatively the Buyer can request that the third party order be cancelled.

Table 77 – Data Elements for notifyThirdPartyOrderEffect

Data Element Req DescriptionOrder ID M The ID of the third-party orderAdditional Data M Dependent on order type and buyer-supplier agreement




Order Management: Supplier Sends notifyThirdPartyOrderStatus

The Supplier uses this interaction to notify the Buyer of the status of an order for which the Buyer previously sent requestThirdPartyOrderCancellation.

Table 78 – Data Elements for notifyThirdPartyOrderStatus

Data Element Req DescriptionOrder ID M The ID of the orderStatus M The status of the order

Order Management: Supplier Sends requestOrderAction

The Supplier uses this interaction to request that the Buyer perform some action in connection with an order that is currently in progress.

Table 79 – Data Elements for requestOrderAction

Data Element Req DescriptionOrder ID M The ID of the orderAction M Dependent on order type and buyer-supplier agreementAction Request ID M The ID of the action requested by the supplierDeadline M The deadline for action to be taken by the Buyer

Order Management: Supplier Sends requestOrderInformation

The Supplier uses this interaction to request that the Buyer perform some action in connection with an order that is currently in progress.

Table 80 – Data Elements for requestOrderInformation

Data Element Req DescriptionOrder ID M The ID of the orderInformation M Dependent on order type and buyer-supplier agreementInformation Request ID M The ID of the action requested by the supplierDeadline M The deadline for information to be provided by the Buyer




Pre-Order Management: Buyer Sends requestAddressInformation, Supplier Sends requestAddressInformationResponse

The Buyer uses this interaction to request information from the Supplier regarding an address. The Buyer may specify either a previously obtained address key or an address in a format and to a level of detail specified by the Supplier. The immediate response from the Supplier confirms or denies the match of the address key or address, and if confirmed, also contains either the complete address (if the Buyer provided an address key that was matched) or the address key of an address (if he Buyer provided an address that produced a unique match).

Table 81 – Data Elements for requestAddressInformation

Data Element Req DescriptionAddress Information C Dependent on previous buyer-supplier agreement

Table 82 – Data Elements for requestAddressInformationResponse

Data Element Req DescriptionResult M Confirms or denies the matchAddress Key C Dependent on previous buyer-supplier agreementAddress Information C Dependent on previous buyer-supplier agreement

Pre-Order Management: Buyer Sends requestCapacityInformation, Supplier Sends requestCapacityInformationResponse

The Buyer uses this interaction to request information from the Supplier regarding available capacity. The immediate response from the Supplier confirms or denies the ability to provide the requested information, and if confirmed, also contains a description of the available capacity.

Table 83 – Data Elements for requestCapacityInformation

Data Element Req DescriptionCapacity Description C Dependent on previous buyer-supplier agreement

Table 84 – Data Elements for requestCapacityInformationResponse

Data Element Req Description




Pre-Order Management: Buyer Sends requestCapacityReservation, Supplier Sends requestCapacityReservationResponse

The Buyer uses this interaction to request a reservation from the Supplier from available capacity. The immediate response from the Supplier confirms or denies the ability to provide the reservation, and if confirmed, also contains a description of the reserved capacity.

Table 85 – Data Elements for requestCapacityReservation

Data Element Req DescriptionCapacity Description C Dependent on previous buyer-supplier agreement

Table 86 – Data Elements for requestCapacityReservationResponse

Data Element Req DescriptionResult M Confirms or denies ability to provide requested reservationCapacity Reservation C Dependent on previous buyer-supplier agreement

Pre-Order Management: Buyer Sends requestForecast

The Buyer uses this interaction to send the Supplier a forecast of upcoming order activity. The Supplier eventually (but not necessarily immediately) responds with notifyForecastResponse.

Table 87 – Data Elements for requestForecast

Data Element Req DescriptionForecast M Dependent on order type and buyer-supplier agreement

Pre-Order Management: Buyer Sends requestQuote

The Buyer uses this interaction to request a quote for a prospective order.

Table 88 – Data Elements for requestQuote

Data Element Req DescriptionCustomer M The customer for the product




Data Element Req DescriptionAccount M The account associated with the productLocation M The location at which the product will be installed or usedProduct M The product orderedRequested Date O Optional specific date/time of desired completionAdditional Data O Dependent on order type and buyer-supplier agreement

Pre-Order Management: Buyer Sends requestServiceQualification, Supplier Sends requestServiceQualificationResponse

The Buyer uses this request to ask for qualification of a service address to determine whether the supplier can provide a specific service there. After acknowledging the request with an immediate response, the supplier provides the qualification in an asynchronous response.

Table 89 – Data Elements for requestServiceQualification

Data Element Req DescriptionService C Dependent on previous buyer-supplier agreementAddress Key C Dependent on previous buyer-supplier agreementAddress Information C Dependent on previous buyer-supplier agreement

Table 90 – Data Elements for requestServiceQualificationResponse

Data Element Req DescriptionQualification Request ID M The ID assigned by the Supplier to the request

Pre-Order Management: Buyer Sends requestTemporaryAddressInformation, Supplier Sends requestTemporaryAddressInformationResponse

The Buyer uses this interaction to request a temporary address and/or address key, after being unable to obtain an existing address or address key using the requestAddressInformation interaction. The immediate response from the Supplier confirms or denies the availability of the requested address key and/or address, and if confirmed, also contains the requested information.

Table 91 – Data Elements for requestTemporaryAddressInformation




Data Element Req DescriptionAddress Information C Dependent on previous buyer-supplier agreement

Table 92 – Data Elements for requestTemporaryAddressInformationResponse

Data Element Req DescriptionResult M Confirms or denies the matchAddress Key C Dependent on previous buyer-supplier agreementAddress Information C Dependent on previous buyer-supplier agreement

Pre-Order Management: Supplier Sends notifyForecastResponse

The Supplier uses this interaction to notify the Buyer of the acceptance or rejection of a forecast previously sent using the requestForecast interaction.

Table 93 – Data Elements for notifyForecastResponse

Data Element Req DescriptionForecast M Dependent on order type and buyer-supplier agreementResult M Accepts or rejects the forecast.

Pre-Order Management: Supplier Sends notifyServiceQualification

The Supplier uses this interaction to notify the Buyer of the availability of service at a specific address, specified in a previous requestServiceQualification interaction.

Table 94 – Data Elements for notifyServiceQualification

Data Element Req DescriptionResult M Confirms or denies the availability of service at the addressService M Dependent on previous buyer-supplier agreementAddress Key C Dependent on result and previous buyer-supplier agreementAddress Information C Dependent on result and previous buyer-supplier agreement




Pricing Management: Buyer Sends requestPricingInformation

The Buyer uses this interaction to request pricing information.

Table 95 – Data Elements for requestPricingInformation

Data Element Req DescriptionCustomer M The customer for the productAccount M The account associated with the productLocation M The location at which the product will be installed or usedProduct M The product orderedRequested Date O Optional specific date/time of desired completionAdditional Data O Dependent on order type and buyer-supplier agreement

Pricing Management: Supplier Sends notifyPricingInformation

The Buyer uses this interaction to provide pricing information. This can be either an asynchronous response to a previous requestPricingInformation interaction, or a proactive notification used in situations where the price of an existing service is being changed by the Supplier.

Table 96 – Data Elements for notifyPricingInformation

Data Element Req DescriptionResult M Confirms or denies the availability of pricing informationCustomer M The customer for the productAccount M The account associated with the productLocation M The location at which the product will be installed or usedProduct M The product orderedPricing Information C Dependent on result and buyer-supplier agreementRequested Date O Optional specific date/time of desired completionAdditional Data O Dependent on order type and buyer-supplier agreement




12. NICC Patterns and Detailed Scope

NICC Patterns

This section summarizes the patterns in scope from the NICC contribution.

BS031: Buyer views availability and reserves Appointment

BS032: Buyer Cancels existing Appointment




BS033: Supplier Cancels Appointment

BS034: L2C Order Success path

BS035: Buyer Amends Order




BS036: Buyer Cancels Order

BS037: Supplier Cancels Order

BS038: Supplier Rejects Order




BS039: Supplier informs Delay

BS040: Supplier informs Jeopardy

BS041: Working Service Demonstrated




BS042: Supplier request buyer action

BS043: Supplier request information from buyer

BS044: Supplier changes Timescales and/or Costs




BS045: Buyer requests specific task of supplier

BS046: Buyer Cancels 3rd Party Cease

BS047: Buyer request service configuration




BS048: Manage Performance Data

BS049: Buyer submits Order Forecast

BS050: Buyer Requests Quote




BS051: Buyer requests commissioning test

BS052: Buyer Request MAC

BS053: Get Address key for location for order




BS054: Buyer requests order status

BS055: Check and reserve network capacity




NICC Detailed Scope

This section describes the NICC scope in detail.

NICC patterns (business scenarios) are the primary artifacts of interest because they define B/C2B collaboration.

(NICC ND1627) defines 25 patterns, 60 touchpoints, and 67 user stories. (NICC ND1627) does not directly link patterns to user stories, as shown in Figure 1. Therefore only the user stories and touchpoints which are associated with patterns are in scope for the Fulfillment QSP.

All 25 patterns are in scope. 46 touchpoints are related to at least one pattern and are therefore in scope. 53 user stories are related to at least one touchpoint and are therefore in scope. This detailed scope is described in Table 97.

Table 97 - NICC Scope

Pattern ID

BS03

1

BS03

2

BS03

3

BS03

4

BS03

5

BS03

6

BS03

7

BS03

8

BS03

9

BS04

0

BS04

1

BS04

2

BS04

3

BS04

4

BS04

5

BS04

6

BS04

7

BS04

8

BS04

9

BS05

0

BS05

1

BS05

2

BS05

3

BS05

4

BS05

5

User Story TP ID

L2C29 TP001 YL2C30 TP002 YL2C33 TP004 YL2C52 TP006 YL2C26 TP009 Y Y YL2C26d TP017 YL2C26d TP018 YL2C28 TP024 YL2C34 TP027 YL2C34 TP028 YL2C34 TP029 YL2C53 TP042 YL2C54 TP043 YL2C56 TP044 YL2C4 TP046 Y YL2C31 TP046 Y YL2C26a TP047 YL2C26b TP048 Y




Pattern ID BS

031

BS03

2

BS03

3

BS03

4

BS03

5

BS03

6

BS03

7

BS03

8

BS03

9

BS04

0

BS04

1

BS04

2

BS04

3

BS04

4

BS04

5

BS04

6

BS04

7

BS04

8

BS04

9

BS05

0

BS05

1

BS05

2

BS05

3

BS05

4

BS05

5

User Story TP ID

L2C26h TP049 YL2C12 TP050 YL2C16 TP051 YL2C31 TP051 YL2C19 TP053 YL2C18 TP054 YL2C13 TP055 YN/A TP056 YL2C15a TP057 YL2C15a TP058 YL2C26g TP059 YL2C13 TP060 Y Y YL2C24 TP060 Y Y YL2C20 TP061 Y YL2C21 TP062 YL2C26f TP063 Y YL2C26e TP064 Y YL2C26c TP065 YL2C1 TP066 YL2C2 TP067 YL2C13a TP068 YL2C8 TP069 YL2C39 TP073 YL2C40 TP074 YL2C42 TP076 yL2C23 TP077 yL2C25 TP085 YL2C3 TP086 YL2C3 TP087 YL2C27 TP088 YNone TP089 Y




13. NBNCO/CA Processes and Detailed Scope

NBNCO/CA Processes

This section summarizes the processes in scope from the NBNCO/CA contribution.

Service Qualification Process




Order Management Process

Acquirer-Initiated Appointment Scheduling

Provider-Initiated Appointment Scheduling




Tariff/Pricing Information Request

Tariff/Pricing Information Notification




NBNCO/CA Detailed Scope

This section describes the NBNCO/CA scope in detail.

NBNCO processes (business scenarios) are the primary artifacts of interest because they define B/C2B collaboration. NBNCO defines processes across all of FAB, of which 6 are in Fulfillment scope:

Pre-Order Management – 3 TPs Order Management – 6 TPs Acquirer Initiated Appointment– 4 TPs Provider Initiated Appointment – same 4 TPs Tariff/Pricing Request – 2 TPs Tariff/Pricing Notification – 1 of the same TPs

NBNCO defines 15 transactions within the definitions of the 6 Fulfillment processes. NBNCO defines 35 user stories within the definitions of the 6 Fulfillment processes. NBNCO directly links processes to both transactions and user stories. Therefore all of the user stories and transactions which are associated with Fulfillment processes are in scope for Fulfillment QSP. The detailed scope will be described in the next version of this document.




14. Bibliography

NBNCO/CA 2010 . (2010). NATIONAL BROADBAND NETWORK B2B INTERACTION PROCESS REQUIREMENTS SPECIFICATION. Sydney: Communications Alliance Ltd.NICC ND1627. (2008). ND1627 B2B LEAD-TO-CASH (L2C) INTERFACE STANDARD. London: Network Interoperability Consultative Committee.




15. Index

Amend Order States....................................................................................................................33business interaction

notifyAppointmentCancellationStatus...................................................................62, 78, 80, 83notifyChange................................................................................................................72, 79, 90notifyDelay...................................................................................................................71, 79, 90notifyForecastResponse.........................................................................................75, 79, 96, 98notifyJeopardy............................................................................................................. 71, 79, 91notifyMAC....................................................................................................................68, 79, 91notifyOrderFallout..................................................................................................64, 65, 79, 92notifyOrderInformation.....................................................................................................78, 84notifyOrderStatus....................................................56, 64, 65, 66, 67, 69, 70, 72, 73, 79, 87, 92notifyPricingInformation..............................................................................................77, 79, 99notifyServiceConfiguration.....................................................................................68, 79, 88, 92notifyServiceDemonstrated.........................................................................................71, 79, 93notifyServiceQualification............................................................................................76, 79, 98notifyThirdPartyOrderEffect.........................................................................................66, 79, 93notifyThirdPartyOrderStatus........................................................................................66, 79, 93requestAction...............................................................................................................67, 78, 84requestActionResponse...........................................................................................................84requestAddressInformation...................................................................................75, 79, 95, 97requestAddressInformationResponse.....................................................................................95requestAppointmentAvailability......................................................................60, 61, 62, 78, 80requestAppointmentAvailabilityResponse.........................................................................80, 81requestAppointmentCancellation....................................................................60, 62, 78, 81, 83requestAppointmentCancellationResponse............................................................................81requestAppointmentReservation.....................................................................60, 61, 62, 78, 82requestAppointmentReservationResponse.............................................................................82requestCapacityInformation........................................................................................75, 79, 95requestCapacityInformationResponse.....................................................................................95requestCapacityReservation........................................................................................76, 79, 96requestCapacityReservationResponse.....................................................................................96requestChangeConfirmation..................................................................................72, 78, 85, 90requestChangeRejection........................................................................................72, 78, 85, 90requestForecast.....................................................................................................75, 79, 96, 98requestMAC.................................................................................................................68, 78, 85requestOrder........................................................................................56, 69, 70, 73, 79, 85, 86




requestOrderAction..........................................................................................63, 74, 79, 93, 94requestOrderAmendment......................................................................................64, 72, 79, 86requestOrderAmendmentResponse........................................................................................86requestOrderCancellation................................................................................65, 72, 79, 86, 87requestOrderCancellationResponse..................................................................................86, 87requestOrderInformation.......................................................................................74, 79, 84, 94requestOrderPerformanceData...................................................................................67, 79, 87requestOrderPerformanceDataResponse..........................................................................87, 88requestOrderResponse......................................................................................................85, 86requestOrderStatus................................................................................................67, 79, 87, 92requestPricingInformation...........................................................................................77, 79, 99requestQuote...............................................................................................................76, 79, 96requestServiceConfiguration........................................................................................68, 79, 88requestServiceQualification...................................................................................76, 79, 97, 98requestServiceQualificationResponse.....................................................................................97requestTemporaryAddressInformation.............................................................................79, 97requestTemporaryAddressInformationResponse....................................................................97requestTest..................................................................................................................68, 79, 88requestTestResponse.........................................................................................................88, 89requestThirdPartyOrderCancellation.....................................................................66, 79, 89, 93requestTime.................................................................................................................79, 89, 90requestTimeResponse....................................................................................................... 89, 90

business scenarioBuyer Amends Order..................................................................................................59, 64, 101Buyer Cancels Appointment...................................................................................59, 60, 62, 63Buyer Cancels Order...................................................................................................59, 65, 101Buyer Cancels Third Party Order..................................................................................55, 59, 66Buyer Notifies Order Forecast............................................................................................59, 75Buyer Requests Action.......................................................................................................59, 67Buyer Requests Address Information.................................................................................59, 75Buyer Requests Appointment..........................................................................59, 60, 61, 62, 63Buyer Requests Capacity Information................................................................................59, 75Buyer Requests Capacity Reservation..........................................................................59, 75, 76Buyer Requests Order Performance Data..........................................................................59, 67Buyer Requests Order Status.............................................................................................59, 67Buyer Requests Quote...............................................................................................59, 76, 106Buyer Requests Service Configuration...............................................................................59, 68Buyer Requests Service MAC.............................................................................................59, 68Buyer Requests Service Qualification.................................................................................59, 76




Buyer Requests Tariff or Price............................................................................................59, 77Buyer Requests Test...........................................................................................................59, 68Buyer Submits Order.......................................................................55, 58, 59, 64, 65, 66, 69, 70Supplier Cancels Appointment.......................................................................59, 60, 62, 63, 100Supplier Cancels Order...............................................................................................59, 70, 102Supplier Notifies Delay.......................................................................................................59, 71Supplier Notifies Jeopardy.................................................................................................59, 71Supplier Notifies Service Demonstrated............................................................................59, 71Supplier Notifies Tariff or Price..........................................................................................59, 77Supplier Notifies Time or Cost Change...............................................................................59, 72Supplier Rejects Order...............................................................................................59, 73, 102Supplier Requests Action...................................................................................................59, 74Supplier Requests Appointment........................................................................................59, 63Supplier Requests Information..........................................................................................59, 74

Cancel Order States..................................................................................................................... 34Customer Interface Management....................................................................................26, 39, 40End-to-End Process Flows......................................................................................................19, 35Externally Generated Requests..............................................................................................36, 37Frameworx...................................................................................................................................13Internally Generated Requests....................................................................................................35ITIL.............................................................................13, 16, 24, 25, 39, 42, 44, 47, 48, 49, 50, 116Marketing Fulfillment Response............................................................................................18, 40NBNCO......................................................................................13, 14, 15, 24, 31, 58, 78, 111, 114NBNCO/CA Processes................................................................................................................ 111NICC..........................................................................................13, 14, 15, 24, 31, 58, 78, 100, 109NICC Patterns.............................................................................................................................100Order Handling.........................................................................................18, 26, 29, 36, 43, 44, 45Order States.................................................................................................................................31Order to Payment end-to-end flow..................................................................................20, 24, 26Order Types................................................................................................................................. 31Primary Order States................................................................................................................... 32Production Order to Acceptance end-to-end flow.................................................................23, 24Request to Answer end-to-end flow................................................................................19, 24, 26Request to Change end-to-end flow................................................................................21, 24, 26Resource Provisioning....................................................................................18, 27, 30, 49, 50, 51Retention & Loyalty....................................................................................................26, 29, 45, 46Selling.................................................................................................18, 26, 29, 36, 40, 41, 42, 43Service Configuration & Activation............................................................................18, 47, 48, 50Supplier/Partner Interface Management.........................................................................18, 54, 55




Supplier/Partner Requisition Management.....................................................................18, 53, 54Termination to Confirmation end-to-end process...........................................................22, 24, 26Workforce Management......................................................................................27, 30, 51, 52, 53




16. Administrative Appendix

This Appendix provides additional background material about the TM Forum and this document.

Document History

This section records changes to versions of the document as well as the release history.

Version History

Version Number

Date Modified Modified by: Description of changes

0.1 27-APR -2012 John Wilmes (Progress Software)

Wrote initial draft

0.2 30-APR-2012 Alicja Kawecki (TM Forum)

Minor formatting and cosmetic corrections made prior to web posting for Member Evaluation

0.3 09-AUG-2012 John Wilmes (Syntologica)

Fixed issues raised in member review

Release History

Release Number

Date Modified Modified by: Description of changes

x.y DD-MMM-YYYY NameCompany

Description

Company Contact Details

Company Team Member RepresentativeSyntologica John Wilmes

[email protected]


mailto:[email protected]



Acknowledgment

Special thanks are due to David Frere of FT Orange for his invaluable guidance in describing the operation of ITIL activities and data in the context of the level 4 fulfillment process flows.


GB959_Quick_Start_Pack_Fulfillment_v0_3.docx

Documents

Transcript of GB959_Quick_Start_Pack_Fulfillment_v0_3.docx