Business Process Framework R8.0 Certification Report NetCracker · PDF file · 2016-08-11Certification Report NetCracker TOMS Suite Release 8.2 May 2011. ... including eTOM, SID,

TM Forum 2011

Business Process Framework R8.0

Certification Report

NetCracker TOMS Suite

Release 8.2

May 2011

NetCracker TOMS Suite, Release 8.2– Business Process Framework (eTOM) Certification Report

© TM Forum 2011 Page 2 of 59

Table of Contents

Table of Contents .............................................................................................................................................. 2

List of Tables ..................................................................................................................................................... 3

List of Figures.................................................................................................................................................... 4

1 Introduction .................................................................................................................................................... 5 1.1 Executive Summary ......................................................................................................................... 5 1.2 Representation of NetCracker TOMS Suite, Release 8.2 Functionality/Capability ...................... 5 1.3 Mapping Technique Employed ....................................................................................................... 5

2 Assessment Scope ....................................................................................................................................... 7 2.1 Business Process Framework Level 2 Scope ................................................................................ 7 2.2 Product Scope .................................................................................................................................. 8

3 Self-Assessment – Process Mapping Descriptions ................................................................................ 9 3.1 Level 2 Process – 1.1.1.5 Order Handling ...................................................................................... 9 3.2 Level 2 Process – 1.1.2.1 SM&O Support & Readiness ............................................................. 18 3.3 Level 2 Process – 1.1.2.2 Service Configuration & Activation..................................................... 26 3.4 Level 2 Process - 1.1.3.2 Resource Provisioning ........................................................................ 37

4 Process Conformance ............................................................................................................................... 53 4.1 Business Process Framework – Process Conformance Summary ............................................ 53 4.2 Business Process Framework - Process Conformance Detailed ............................................... 54



List of Tables

Table 3.1 Order Handling (1.1.1.5) Process Mapping ...................................................................................... 9

Table 3.2 SM & O Support & Readiness (1.1.2.1) Process Mapping ............................................................ 18

Table 3.3 Service Configuration & Activation (1.1.2.2) Process Mapping ..................................................... 26

Table 3.4 Resource Provisioning (1.1.3.2) Process Mapping ........................................................................ 37

Table 4.1 NetCracker TOMS Suite – Detailed Process Conformance .......................................................... 54



List of Figures

Figure 2.1 Business Process Framework Level 2 Scope ................................................................................. 7

Figure 2.2 NetCracker TOMS Suite – Product Scope .................................................................................... 8

Figure 4.1 NetCracker TOMS Suite – Process Conformance Summary ...................................................... 53



1 Introduction

1.1 Executive Summary

This document provides details of NetCracker’s self-assessment and TM Forum’s certification of NetCracker’s Telecom

Operations and Management Solutions (TOMS) Suite, Release 8.2 product against the TM Forum’s Business Process

Framework Release 8.0.

1.2 Representation of NetCracker TOMS Suite, Release 8.2 Functionality/Capability

NetCracker’s comprehensive Product Suite has gradually adopted the TM Forum’s most accepted and applicable standards,

including eTOM, SID, and TAM, as well as OSS/J and MTOSI, to help service providers overcome challenges on the way to

optimized and efficient service delivery. NetCracker’s approach aligns eTOM (BSS/OSS) and ITIL (IT), using unified templates

and workflows, allowing Network and IT to operate from a single platform. NetCracker’s Suite spans all eTOM’s vertical process

groupings in both the Strategy, Infrastructure & Product, and Operations process areas. This Assessment certifies conformance

to the verticals of OS&R and Fulfillment as per the scope outlined in this document.

NetCracker’s Product Suite covers eight critical areas of Customer Management, Product Management, Revenue Management,

End-User Devices, Service Fulfillment & Assurance, IT Platforms, Resource Management, and Network Management and

provides:

• Centralized, unified, up-to-date view of customer, product, services, resources, faults, trouble tickets, performance

event history, and other important data

• Open, published, secure integration interfaces suitable for usage through self-service portals and partner systems

outside the service provider’s back office, as well as for other B/OSS and TOMS components

• Scalable, high-performance processing platform capable of supporting a Tier 1 load of customer requests and

other related transactions with quick response time

• Flexible, configurable data modeling and process automation capabilities able to accommodate and quickly adjust

as necessary to support a mix of multi-access, multi-device, and multi-service platform offerings

• Flexible, unified metadata-based approach of reusable product, service, and resource components to enable the

quick creation and delivery of new service offerings, and thereby provide an important competitive advantage

• Advanced visualization capabilities for important data entities and relationships to speed product and service

introduction, fulfillment, and assurance processes

1.3 Mapping Technique Employed

Business Process Framework L3 descriptions are analyzed by looking for implied tasks. (This is similar to how process

decomposition can use Semantic Analysis.) Each task is mapped to appropriate company documentation to show how the tasks

are supported.

Color coded text highlighting is used as part of the process mapping whereby highlighted text indicates the level of support for a

Level 3 process implied task as follows:

• GREEN is used to highlight key words/ key statements that are fully supported

• YELLOW is used to highlight key words/key statements that are partially supported

• GREY is used to highlight key words/key statements that are not supported



• No Highlighting is used for Words/statements that are Not relevant, and that are just for reference or are needed

to complete the sentence. (No Process mapping is expected for those statement or words.)

For any Level 3 process not presented in scope for an in-scope Level 2 process, these Level 3 out-of-scope

processes are provided in the mapping table with no highlighting but with appropriate commentary as to why the

Level 3 process is out of scope.

Manual and Automated Support

It is important to determine whether the implied task is supported by manual steps, automated steps, or a combination of both. In

this document, “A”, “M”, or “AM” is used for each task to indicate that the step or steps is/are Automated (A), Manual (M), or Both

(AM).

Note: For the assessment, NetCracker illustrated the support of Business (Enterprise) services, and not Residential Mass Market

services. This explains why numerous manual activities may be triggered by the solution. Some activities in eTOM processes are

also indicated as manual.



2 Assessment Scope

2.1 Business Process Framework Level 2 Scope

Figure 2.1 represents Business Process Framework Level 2 processes (blue background) that were presented in scope for the

assessment, and the textual callouts represent the modules of the NetCracker Telecom Operations and Management Solutions

(TOMS) Suite that were assessed and that support the corresponding eTOM processes.

OPERATIONS

BILLING & REVENUE

MANAGEMENT

STRATEGY, INFRASTRUCTURE & PRODUCT

STRATEGY & COMMIT INFRASTRUCTURE LIFECYCLE

MANAGEMENT

INFRASTRUCTURE LIFECYCLE

MANAGEMENTOPERATIONS SUPPORT &

READINESS

FULFILLMENT ASSURANCE

CU

ST

OM

ER

RE

LAT

ION

SH

IP

MA

NA

GE

ME

NT

CRM Support & Readiness

Marketing

Fulfillment Response

Selling

Customer Interface Management

Problem Handling

Customer QoS/SLA

Management

Bill Invoice

Management

Bill Payments & Receivable

Management

Bill Inquiry

Handling

Manage Billing

EventsRetention & Loyalty

MA

RK

ET

ING

& O

FFE

R

MA

NA

GE

ME

NT

Market Strategy & Policy

Product Offer Portfolio

Planning

Marketing Capability

Delivery

Product Offer Capabiliy

Delivery

P&O Development

Retirement

Sales Development

Product Marketing

Communication &Promotion

SER

VIC

E

DE

VE

LOP

ME

NT

&

MA

NA

GE

ME

NT

Service Strategy & Planning Service Capability DeliveryService Development &

Retirement

RE

SO

UR

CE

DE

VE

LOP

ME

NT

&

MA

NA

GE

ME

NT

Resource Strategy &

PlanningResource Capability Delivery

Resource Development &

Retirement

SU

PP

LY

CH

AIN

DE

VE

LO

PM

EN

T &

MA

NA

GE

ME

NT

Supply Chain Strategy &

Planning

Supply Chain Capability

Delivery

Supply Chain Development

& Change Management

SER

VIC

E

MA

NA

GE

ME

NT

&

OP

ER

AT

ION

S

Charging

Service Problem

Management

Service Quality

Management

Service Guiding &

Mediation

RE

SO

UR

CE

MA

NA

GE

ME

NT

&

OP

ER

AT

ION

S

RM&O Support &

Readiness

Manage Workforce

Resource Trouble

Management

Resource Performance

Management

S/P Interface Management

SU

PP

LIE

R/

PA

RT

NE

R

RE

LAT

ION

SH

IP

MA

NA

GE

ME

NT

S/P Problem &

Management

S/P Performance

Management

S/P Interface Management

S/PRM Support &

Readiness

S/P Requisition

Management

S/P Settlement &

Payments Management

ENTERPRISE MANAGEMENT

Strategic & Enterprise

Planning

Enterprise Risk

Management

Enterprise Effectiveness

Management

Knowledge and Research

Management

Financial and Asset

Management

Stakeholder & External

Relations Management

Human Resource

Management

Resource Mediation &

Reporting

• NetCracker Framework

• Customer Order Management

• Customer Billing Management

• Product Information Management

• Service Order Management

• Service Inventory

• Service Problem Management

• Service Quality Management

• Service Information Management

• Service Activation

• Discovery & Reconciliation

• Network Planning & Design

• Workforce Management

• Resource Inventory






















SM&O support &

Readiness

Resource

Provisioning

Service Configuration

& Activation

Order Handling

Figure 2.1 Business Process Framework Level 2 Scope



2.2 Product Scope

Error! Reference source not found. represents the NetCracker Telecom Operations and Management Solutions (TOMS)

Suite, Release 8.2 processes. The processes that were presented in scope are shown with blue borders. The textual callouts

represent the TM Forum Business Process Framework Level 2 processes that were assessed and that are supported by

NetCracker’s domain areas.

Figure 2.2 NetCracker TOMS Suite – Product Scope



3 Self-Assessment – Process Mapping Descriptions

3.1 Level 2 Process – 1.1.1.5 Order Handling

Table 3.1 Order Handling (1.1.1.5) Process Mapping

Business Process

Framework

Process Element

NetCracker TOMS Suite, Release 8.2

Process Mapping

1.1.1.5 Order Handling Alignment Mapping Comment

1.1.1.5.1 Determine Customer

Order Feasibility

Enterprise Customer

Request for Service:

Part 1 (Customer

Order Handling)

Brief description

Check the availability and/or the feasibility of providing and supporting

standard and customized product offerings where specified to a customer.

AM

(Enterprise Customer Request for Service: Part 1 (Customer Order

Handling): 2.2.2 Customer Order Feasibility Check, Abstract)

Extended description

The purpose of the Determine Customer Order Feasibility process is to

check the availability and/or the feasibility of providing and supporting

standard and customized product offerings where specified as part of the

standard product offering process flow, to a customer. AM


Handling): 2.2.2 Customer Order Feasibility Check, Abstract)

These processes invoke requests to SM&O provisioning processes to

determine the availability and supportability of product offerings to a

customer. AM


Handling): 2.2.2 Customer Order Feasibility Check, Step 4)

These processes are also responsible for determining whether the offering

can be supported by other CRM processes. AM


Handling): 2.2.2 Customer Order Feasibility Check, Step 2)



Business Process

Framework

Process Element


Process Mapping

1.1.1.5.2 Authorize Credit Enterprise Customer


Part 1 (Customer

Order Handling)

Brief description

Assess a customer's credit worthiness in support of managing customer

risk and company exposure to bad debt. A


Handling): 2.2.3 Customer Credit Authorization, Abstract)


The purpose of the Authorize Credit processes is to assess a customer’s

credit worthiness in support of managing customer risk and company

exposure to bad debt. A


Handling): 2.2.3 Customer Credit Authorization, Abstract)

This process is responsible for initiating customer credit checks and for

authorizing credit and credit terms in accordance with established

enterprise risk and policy guidelines. A


Handling): 2.2.3 Customer Credit Authorization, Steps 1–3)

1.1.1.5.4 Track & Manage

Customer Order

Handling

Enterprise Customer


Part 1 (Customer

Order Handling)

Brief description

Ensure that customer provisioning activities are assigned, managed, and

tracked efficiently to meet the agreed committed availability date. AM


Handling): 2.2.4 Customer Order Orchestration and Monitoring,

Abstract)


The objective of the Track & Manage Customer Order Handling processes

is to ensure that customer provisioning activities are assigned, managed,

and tracked efficiently to meet the agreed committed availability date.

AM (Enterprise Customer Request for Service: Part 1 (Customer Order

Handling): 2.2.4 Customer Order Orchestration and Monitoring,

Abstract)

Responsibilities of these processes include, but are not limited to:

• Scheduling, assigning, and coordinating customer provisioning-related

activities; AM (Enterprise Customer Request for Service: Part 1



Business Process

Framework

Process Element


Process Mapping

(Customer Order Handling): 2.2.4 Customer Order Orchestration and

Monitoring, Steps 1–3; 2.2.1 Creation of Customer Order, Step 12)

• Generating the respective service order creation request(s) to Issue

Service Orders based on specific customer orders; A (Enterprise Customer

Request for Service: Part 1 (Customer Order Handling): 2.2.4 Customer

Order Orchestration and Monitoring, Step 2)

• Escalating status of customer orders in accordance with local policy; A


Handling): 2.2.4 Customer Order Orchestration and Monitoring, Steps

3.2 and 3.3)

• Undertaking necessary tracking of the execution process; A (Enterprise

Customer Request for Service: Part 1 (Customer Order Handling): 2.2.4

Customer Order Orchestration and Monitoring, Step 4 and 3.1)

• Adding additional information to an existing customer order; AM


Handling): 2.2.1 Creation of Customer Order, Steps 3 and 5)

• Modifying information in an existing customer order; A (Enterprise


Creation of Customer Order, Steps 7.2 and 9)

• Modifying the customer order status; A (Enterprise Customer Request

for Service: Part 1 (Customer Order Handling): 2.2.5 Closure of Customer

Order, Steps 5, 9, and 9.1)

• Canceling a customer order when the initiating sales request is

cancelled; A (Enterprise Customer Request for Service: Part 1 (Customer

Order Handling): 2.2.5 Closure of Customer Order, Step 9.2)

• Monitoring the jeopardy status of customer orders, and escalating

customer orders as necessary; A (Enterprise Customer Request for

Service: Part 1 (Customer Order Handling): 2.2.4 Customer Order

Orchestration and Monitoring, Steps 3.3 and 3.4)

• Indicating completion of a customer order by modifying the customer

order status. A (Enterprise Customer Request for Service: Part 1

(Customer Order Handling): 2.2.5 Closure of Customer Order, Step 5.1)

Note that some specific product components may be delivered directly by

suppliers/partners. In these cases the Track & Manage Customer Order

Handling process is responsible for initiating requests, through S/P



Business Process

Framework

Process Element


Process Mapping

Requisition Management for the delivery by the supplier/partner of the

specific product components. A (Enterprise Customer Request for Service:

Part 1 (Customer Order Handling): 2.2.4 Customer Order Orchestration

and Monitoring, Step 1)



Business Process

Framework

Process Element


Process Mapping

1.1.1.5.5 Complete Customer

Order

Enterprise Customer


Part 1 (Customer

Order Handling)

Brief description

Manage customer information and interactions after customer contracts

or associated service orders have been finalized and during the order

completion phase. AM


Handling): 2.2.5 Closure of Customer Order, Abstract)


The purpose of the Complete Customer Order processes is to manage

customer information and interactions after customer contracts or

associated service orders have been finalized and during the order

completion phase. AM


Handling): 2.2.5 Closure of Customer Order, Abstract)

The customer may participate in commissioning or end-to-end testing and

then satisfactory delivery. AM


Handling): 2.2.5 Closure of Customer Order, Step 2)

The customer is trained in the functionality and benefits of the solution.

AM



These processes are responsible for ensuring that any customer

information required by other CRM processes is updated as part of the

customer order completion. A



1.1.1.5.6 Issue Customer

Orders

Enterprise Customer


Part 1 (Customer

Order Handling)

Brief description

Issue correct and complete customer orders. A


Handling): 2.2.1 Creation of Customer Order, Abstract)



Business Process

Framework

Process Element


Process Mapping


The purpose of the Issue Customer Orders processes is to issue correct and

complete customer orders. A


Handling): 2.2.1 Creation of Customer Order, Abstract)

These processes ensure that all necessary information about the Customer

Order (for example, type of product, install address, special requirements,

etc.) is available. A


Handling): 2.2.1 Creation of Customer Order, Step 3)

The customer orders may be required to satisfy pertinent customer

requests from the Selling processes (in particular taking into account the

purchase order from Negotiate Sales). A (Enterprise Customer Request

for Service: Part 1 (Customer Order Handling): 2.2.1 Creation of

Customer Order, Step 1)

,may arise as a result of requests for customer provisioning activity to

satisfy customer problem restoration activities.) A (Enterprise Customer

Request for Service: Part 1 (Customer Order Handling): 2.2.1 Creation of

Customer Order, Step 1.1)

,may arise to alleviate customer performance issues, A (Enterprise


Creation of Customer Order, Step 1.2).

These processes assess the information contained in the customer order

relating to the sales request or initiating customer process request to

determine the associated customer orders that need to be issued. AM


Handling): 2.2.1 Creation of Customer Order, Steps 2 and 3).

The issued customer order may require a feasibility assessment. A


Handling): 2.2.1 Creation of Customer Order, Step 6)

, may require new provisioning activities A (Enterprise Customer Request

for Service: Part 1 (Customer Order Handling): 2.2.1 Creation of

Customer Order, Step 8), may require a change to a previously issued

customer order AM (Enterprise Customer Request for Service: Part 1

(Customer Order Handling): 2.2.1 Creation of Customer Order, Step 7.2),



Business Process

Framework

Process Element


Process Mapping

or may require cancellation of a previously initiated customer order AM


Handling): 2.2.1 Creation of Customer Order, Step 7.1) .

The customer order may also relate to the cancellation of previously

purchased specific services AM (Enterprise Customer Request for Service:

Part 1 (Customer Order Handling): 2.2.1 Creation of Customer Order,

Step 7.3).

Where the initiating request for a purchased product offering has a

standard customer order, this process is responsible for issuing the

customer order, and for creating a record of the relevant initiating sales

request and the associated customer order. A (Enterprise Customer


Customer Order, Steps 11 and 4)

Where the initiating request for a purchased product offering has special

or unusual requirements, and a specific feasibility assessment has been

previously undertaken, this process is responsible for issuing the customer

order, and for creating a record of the relevant initiating request

information and the associated customer order. A (Enterprise Customer


Customer Order, Steps 11.2 and 4)

Where the initiating request for a purchased product offering has special

or unusual requirements, and a specific feasibility assessment has not

been previously undertaken, this process marks the issued customer order

as requiring special handling, and passes management for further

processing to the Track & Manage Customer Order Handling process. A


Handling): 2.2.1 Creation of Customer Order, Steps 11.3 and 4)

The orchestration, if required, and tracking of the customer order progress

is the responsibility of the Track & Manage Customer Order Handling

processe.s A (Enterprise Customer Request for Service: Part 1 (Customer

Order Handling): 2.2.1 Creation of Customer Order, Step 12; 2.2.4

Customer Order Orchestration and Monitoring, Abstract, Step 1)



Business Process

Framework

Process Element


Process Mapping

1.1.1.5.7 Report Customer

Order Handling

Enterprise Customer


Part 1 (Customer

Order Handling)

Brief description

Monitor the status of customer orders, provide notifications of any

changes, and provide management reports. A


Handling): 2.2.5 Closure of Customer Order, Abstract, Note 2; 2.2.4

Customer Order Orchestration and Monitoring, Step 4)


The objective of the Report Customer Order Handling processes is to

monitor the status of customer orders, provide notifications of any



Handling): 2.2.5 Closure of Customer Order, Abstract, Note 2; 2.2.4

Customer Order Orchestration and Monitoring, Step 4)

These processes are responsible for continuously monitoring the status of

customer orders and managing notifications to processes and other

parties registered to receive notifications of any status changes.

Notification lists are managed and maintained by the Support Order

Handling processes. A


Handling): 2.2.4 Customer Order Orchestration and Monitoring, Step

3.2;

2.2.5 Closure of Customer Order, Abstract)

These processes record, analyze, and assess the customer order status

changes to provide management reports and any specialized summaries

of the efficiency and effectiveness of the overall Order Handling process.

These specialized summaries could be specific reports required by specific

customers. A


Handling): 2.2.4 Customer Order Orchestration and Monitoring, Steps 4

and 5, Abstract;

2.2.5 Closure of Customer Order, Note 2)

1.1.1.5.8 Close Customer Enterprise Customer


Brief description



Business Process

Framework

Process Element


Process Mapping

Order Part 1 (Customer

Order Handling)

Close a customer order when the customer provisioning activities have

been completed. A




The objective of the Close Customer Order processes is to close a customer

order when the customer provisioning activities have been completed. A



These processes monitor the status of all open customer orders, and

recognize that a customer order is ready to be closed when the status is

changed to completed. A





3.2 Level 2 Process – 1.1.2.1 SM&O Support & Readiness

Table 3.2 SM & O Support & Readiness (1.1.2.1) Process Mapping

Business Process

Framework

Process Element


Process Mapping

1.1.2.1. SM&O Support &

Readiness

Alignment Mapping Comment

1.1.2.1.1. Manage Service

Inventory

2010 10_NC_Order

Management

Overview.docx

Service Inventory.doc

Brief Description

Establish, manage, and administer the enterprise's service inventory,

as embodied in the Service Inventory Database, and monitor and

report on the usage and access to the service inventory, and the

quality of the data maintained in it. AM (Service Inventory.doc: Page

5, “Introduction to Service Inventory”; Page 40, Note 2; Page 80,

Note 5; Page 82, Notes 6 and 7)

Extended Description

The responsibilities of the Manage Service Inventory processes are

twofold: establish, manage, and administer the enterprise's service

inventory, as embodied in the Service Inventory Database, AM

(Service Inventory.doc: Page 5, “Introduction to Service Inventory”)

and monitor and report on the usage and access to the service

inventory, and the quality of the data maintained in it. A (Service

Inventory.doc:

Page 40, Note 2;

Page 80, Note 5;

Page 82, Notes 6 and 7)

The service inventory maintains records of all service infrastructure

and service instance configuration, version, and status details. A

(Service Inventory.doc: Page 6, Note 1) It also records test and

performance results and any other service-related information

required to support SM&O and other processes. A (2010 10_NC_Order

Management Overview.docx: Page 53, Note 9)

The service inventory is also responsible for maintaining the

association between customer-purchased product offering instances

and service instances, created as a result of the Service Configuration

& Activation processes. A (2010 10_NC_Order Management



Business Process

Framework

Process Element


Process Mapping

Overview.docx: Page 52, Note 8)


- Identifying the inventory-relevant information requirements to be

captured for service infrastructure and service instances; AM

(Service Inventory.doc: Page 51, Note 4)

- Identifying, establishing, and maintaining service inventory

repository facilities; AM (Service Inventory.doc: Page 82, Note 7)

- Establishing and managing the service inventory management and

information capture processes; AM (Service Inventory.doc: Page

46, Note 3)

- Managing the registration and access control processes that

enable processes to create, modify, update, delete, and/or

download service data to and from the service inventory; AM


- Ensuring that the service inventory repository accurately captures

and records all identified service infrastructure and service

instance details, through use of automated or manual audits; AM

(2010 10_NC_Order Management Overview.docx: Page 65, Note

21)

- Tracking and monitoring the usage of, and access to, the service

inventory repository and associated costs, and reporting on the

findings; and AM (Service Inventory.doc: Page 40, Note 2; Page

80, Note 5)

- Identifying any technical-driven shortcomings of the service

inventory repository, and providing input to Resource

Development & Management processes to rectify these issues. A


1.1.2.1.2. Enable Service

Configuration & Activation

2010 10_NC_Order

Management

Overview.docx

Brief Description

Planning and deployment of service infrastructure, and for ensuring

availability of sufficient service infrastructure to support the Service

Configuration & Activation processes. AM (2010 10_NC_Order



The Enable Service Configuration & Activation processes are

responsible for planning and deployment of service infrastructure, and

for ensuring availability of sufficient service infrastructure to support

the Service Configuration & Activation processes. AM



Business Process

Framework

Process Element


Process Mapping

(2010 10_NC_Order Management Overview.docx: Page 65, Note 21)

The responsibilities of these processes include, but are not limited to:

- forecasting at an operational level, service infrastructure volume

requirements and run-out timeframes; A (2010 10_NC_Order


- the capacity planning associated with the deployment of new

and/or modified service infrastructure; A (2010 10_NC_Order


- establishment and monitoring of organizational arrangements to

support deployment and operation of new and/or modified

service infrastructure; AM (2010 10_NC_Order Management

Overview.docx: Page 80 Note 29)

- creation, deployment, modification, and/or upgrading of service

infrastructure deployment support tools (including Service

Inventory) and processes for new and/or modified service

infrastructure; AM (2010 10_NC_Order Management

Overview.docx: , Page 17, Note 3)

- development and promulgation of service infrastructure capacity

deployment rules and controls; A (2010 10_NC_Order


- authoring, reviewing, and approving operational procedures

developed by Service Development & Management processes

prior to service infrastructure deployment; AM (2010

10_NC_Order Management Overview.docx: Page 75, Note 27)

- the testing and acceptance of new and/or modified service

infrastructure as part of the handover procedure from the Service

Development & Management processes to Operations; A (2010


- detecting service infrastructure operational limitations and/or

deployment incompatibilities and providing requirements to

address these aspects to Service Development & Management

processes; A (2010 10_NC_Order Management Overview.docx:

Page 58, Note 15)

- co-ordination and rollout, in accordance with approved plans, of

the approved new and/or modified service infrastructure; A (2010


- monitoring capacity utilization of deployed service infrastructure

to provide early detection of potential service infrastructure

shortfalls; A (2010 10_NC_Order Management Overview.docx:

Page 59, Note 16)

- reconfiguration and re-arrangement of under-utilized deployed



Business Process

Framework

Process Element


Process Mapping


Overview.docx: Page 74, Note 25

- managing recovery and/or removal of obsolete or unviable



- reporting on deployed service infrastructure capacity; A (2010


- tracking and monitoring of the service infrastructure deployment

processes and costs (including where service infrastructure is

deployed and managed by third parties), and reporting on the

capability of the service infrastructure deployment processes; A

(2010 10_NC_Order Management Overview.docx: Page 29, Note

4 and Page 55, Note 11)

- establishing and managing service provisioning notification

facilities and lists to support the Service Configuration &

Activation notification and reporting processes; AM (2010


- updating the Service Inventory of any changes to the available

service infrastructure capacity. A (2010 10_NC_Order


1.1.2.1.3. Support Service

Problem Management

2010 11_NC_Service

Assurance

Overview.docx

Brief Description

Assist Service Problem Management processes by proactively

undertaking statistically driven preventive and scheduled service

infrastructure maintenance activities and monitoring, managing, and

reporting on the capability of the Service Problem Management

processes. A (2010 11_NC_Service Assurance Overview.docx: Page

17, Note 9)


The responsibilities of the Support Service Problem Management

processes are twofold: assist Service Problem Management processes

by proactively undertaking statistically driven preventive and

scheduled service infrastructure maintenance activities and

monitoring, managing, and reporting on the capability of the Service

Problem Management processes. A (2010 11_NC_Service Assurance


These processes are responsible for ensuring that the service

infrastructure is working effectively and efficiently.




Business Process

Framework

Process Element


Process Mapping

- Extracting and analyzing, including undertaking trend analysis,

historical and current service instance problem reports and

performance reports to identify potential service infrastructure or

service instances requiring proactive maintenance and/or

replacement; A (2010 11_NC_Service Assurance Overview.docx:

Page 19, Note 11)

- Requesting scheduling of additional service instance data

collection to assist in the analysis activity; A (2010 11_NC_Service

Assurance Overview.docx: Page 12, Note 8)

- Requesting scheduling of service instance performance testing to

assist in analysis activity; A (2010 11_NC_Service Assurance


- Developing and managing service infrastructure and service

instance proactive maintenance programs; A (2010

11_NC_Service Assurance Overview.docx: Page 5, Note 1; Page

38, section 2.4.6. Planned Maintenance and Outage)

- Requesting service provisioning activity to prevent anticipated

service problems associated with capacity limitations identified in

the analysis activities; A (2010 11_NC_Service Assurance


- Reporting outcomes of trend analysis to Service Development &

Management processes to influence new and/or modified service

infrastructure development; A (2010 11_NC_Service Assurance


- Tracking and monitoring the Service Problem Management

processes and associated costs (including where service

infrastructure is deployed and managed by third parties), and

reporting on the capability of the Service Problem Management

processes; A (2010 11_NC_Service Assurance Overview.docx:

Page 10, Note 6)

- Establishing and managing service problem notification facilities

and lists to support the Service Problem Management notification

and reporting processes. AM (2010 11_NC_Service Assurance

Overview.docx: Page 25, Note 16 and Page 24, Note 15)

1.1.2.1.4. Enable Service

Quality Management

2010 11_NC_Service

Assurance

Overview.docx

Brief Description

Support Service Quality Management processes by proactively

monitoring and assessing service infrastructure performance, and

monitoring, managing, and reporting on the capability of the Service

Quality Management processes. AM (2010 11_NC_Service Assurance




Business Process

Framework

Process Element


Process Mapping


The responsibilities of the Enable Service Quality Management

processes are twofold: support Service Quality Management processes

by proactively monitoring and assessing service infrastructure

performance, and monitoring, managing, and reporting on the

capability of the Service Quality Management processes.

Proactive management is undertaken using a range of performance

parameters, whether technical, time, economic, or process related.

AM (2010 11_NC_Service Assurance Overview.docx: Page 18, Note

10)

The responsibilities of the processes include, but are not limited to:

- Undertaking proactive monitoring regimes of service

infrastructure as required to ensure ongoing performance within

agreed parameters over time; AM (2010 11_NC_Service

Assurance Overview.docx: Page 6, Note 2)

- Developing and maintaining a repository of acceptable

performance threshold standards for service instances to support

the Service Quality Management processes; AM (2010

11_NC_Service Assurance Overview.docx: Page 29, Note 19)

- Undertaking trend analysis, and producing reports, of the

performance of service infrastructure to identify any longer term

deterioration; A (2010 11_NC_Service Assurance Overview.docx:

Page 20, Note 12 and Note 13)

- Monitoring and analyzing the service instance analyses produced

by the Service Quality Management processes to identify

problems that may be applicable to the service infrastructure as a

whole; AM (2010 11_NC_Service Assurance Overview.docx: Page

48, Note 30)

- Sourcing details relating to service instance performance and

analysis from the service inventory to assist in the development of

trend analyses; A (2010 11_NC_Service Assurance


- Logging the results of the analysis into the service inventory

repository; A (2010 11_NC_Service Assurance Overview.docx:

Page 20, Note 13)

- Establishing and managing service quality data collection

schedules, including managing the collection of the necessary

information from the Resource Data Collection & Distribution

processes, to support proactive monitoring and analysis activity,

and requests from Service Quality Management processes for



Business Process

Framework

Process Element


Process Mapping

additional data to support service instance performance analysis;

A (2010 11_NC_Service Assurance Overview.docx: Page 27, Note

18 and Page 26, section 2.3.1. KPI Inventory)

- Establishing and managing facilities to support management of

planned service infrastructure and service instance outages; AM

(2010 11_NC_Service Assurance Overview.docx: Page 38, Note

25)

- Establishing, maintaining, and managing the testing of Service

Quality control plans to cater for anticipated service quality

disruptions; AM (2010 11_NC_Service Assurance Overview.docx:

Page 7, Note 3)

- Proactively triggering the instantiation of control plans to manage

performance through programmed and/or foreseen potentially

disruptive events, i.e. anticipated traffic loads on Xmas day,

planned outages, etc.; A (2010 11_NC_Service Assurance


- Tracking and monitoring the Service Quality Management

processes and associated costs (including where service

infrastructure is deployed and managed by third parties), and

reporting on the capability of the Service Quality Management

processes; A (2010 11_NC_Service Assurance Overview.docx:

Page 9, Note 5)

- Establishing and managing service quality notification facilities

and lists to support the Service Quality Management notification

and reporting processes; AM (2010 11_NC_Service Assurance

Overview.docx: Page 24, Note 15 and Page 25, Note 16) and

- Supporting the Support Customer QoS/SLA Management process.

A (2010 11_NC_Service Assurance Overview.docx: Page 42, Note

27)

1.1.2.1.5. Support Service &

Specific Instance Rating

2010 10_NC_Order

Management

Overview.docx

Brief Description

Ensure that rating and tariff information is maintained for each service

class, for use by Service & Specific Instance Rating. A (2010

10_NC_Order Management Overview.docx: Page 39, Note 30 and

section 2.2.7 Pricing Engine)


The purpose of the Support Service & Specific Instance Rating

processes is to ensure that rating and tariff information is maintained

for each service class, for use by Service & Specific Instance Rating. A

(2010 10_NC_Order Management Overview.docx: Page 39, Note 30

and section 2.2.7 Pricing Engine) They are also responsible for the



Business Process

Framework

Process Element


Process Mapping

processing of this information related to administration of the

services. A (2010 10_NC_Order Management Overview.docx: Page

40, Note 31)



3.3 Level 2 Process – 1.1.2.2 Service Configuration & Activation

Table 3.3 Service Configuration & Activation (1.1.2.2) Process Mapping

Business Process

Framework

Process Element


Process Mapping

1.1.2.2. Service

Configuration & Activation


1.1.2.2.1. Design Solution

- NC BSIS

Implementation

Study;

- Enterprise Customer


Part 2 (Service Order

Processing)

Brief description

Develop an end-to-end service design which complies with a particular

customer’s requirement. AM

(NC BSIS Implementation Study: Chapter 1- Introduction)


The purpose of the Design Solution processes is to develop an end-end

service design which complies with a particular customer’s

requirement. AM

(NC BSIS Implementation Study: Chapter 1- Introduction)

These processes are invoked when a customer order requires special

or unusual end-end service arrangements, which are not able to be

satisfied using standard service arrangements. AM (NC BSIS

Implementation Study: 7.1.1 Sales, Step A)

These processes may be invoked as part of a service feasibility

assessment, or as a result of a confirmed customer order. A

(Enterprise Customer Request for Service: Part 2 (Service Order

Processing): 2.2.2 Creation of Service Orders, Step 4.2; 2.2.3

Feasibility Check & Pre-Provisioning, Step 1.2)

The responsibility of these processes include, but are not limited to:

- Developing an overall service solution design for a particular

customer, including customer premises equipment, operational

methods, resource assignment and pre-order feasibility; AM

(NC BSIS Implementation Study: 7.1.2. Design, 7.1.3 Solution

Coordinator and Sales (A-C); 7.2.1 Design)

- Developing an implementation plan considering training and

operational support measures and needs, such as the proper

parameter information for the Service Quality Management

process; AM



Business Process

Framework

Process Element


Process Mapping

(NC BSIS Implementation Study: 7.2.1 Design 7.2.2. PM (B))

- Consideration of current and future service and underlying

resources infrastructure, as well as expected solution results,

budget, duration and risks; AM

(NC BSIS Implementation Study: 7.2.1 Design, 7.2.2 PM (B))

- Consideration of the time schedule according with customer

requirements; AM

(NC BSIS Implementation Study: 7.2.2 PM (A, C))

- Ensure service and provisioning efficiency; AM

(NC BSIS Implementation Study: 7.1.1. Sales (B), 7.2.2 PM (B))

- Undertaking a business assessment, ensuring an appropriate time-

to-revenue as a result of the service and underlying resource

investment; and AM (NC BSIS Implementation Study: 7.2.2 PM

(B))

- Developing a detailed design identifying the relevant service

orders to be issued to the Implement, Configure & Activate

process and the Allocate Specific Service Parameters to the

Services processes. AM

(NC BSIS Implementation Study: 7.2.3 Ordering(B-H))

A specific service design may require inclusion of some or all of the

above aspects depending on whether the service design is being

undertaken as part of a feasibility assessment, or is being developed as

a result of a committed customer order. A (Enterprise Customer

Request for Service: Part 2 (Service Order Processing): 2.2.3

Feasibility Check & Pre-Provisioning, Step 1.2)

These processes invoke requests to RM&O provisioning processes to

determine the availability of suitable specific resources A (NC BSIS

Implementation Study: 7.1.1 Sales (D)), or to suppliers/partners

through the S/PRM process in the event that the service design

requires either the inclusion of outsourced or partner provided specific

services. A (NC BSIS Implementation Study: 7.1.3 Solution

Coordinator and Sales (B, C), 7.2.3 Ordering (B); (Enterprise Customer


Feasibility Check & Pre-Provisioning, Step 1.2))

1.1.2.2.2 Allocate Specific

Service Parameters to

Services




Processing)

Brief description

Issue service identifiers for new services. A (Enterprise Customer

Request for Service: Part 2 (Service Order Processing): 2.2.3 Service

Feasibility Check & Pre-provisioning, Abstract)



Business Process

Framework

Process Element


Process Mapping

Detailed description

The purpose of the Allocate Specific Service Parameters to Services

processes is to issue service identifiers for new services. A (Enterprise

Customer Request for Service: Part 2 (Service Order Processing):

2.2.3 Service Feasibility Check & Pre-provisioning, Abstract)

Where the Allocate Specific Service Parameters to Services processes

are requested by a pre-feasibility service order, or by the Design

Services processes, these processes determine whether the requested

service parameters are available. A (Enterprise Customer Request for

Service: Part 2 (Service Order Processing): 2.2.3 Service Feasibility

Check & Pre-provisioning, Steps 1.1, 1.2.1, 1.2.2)

Depending on business rules, and on any specific levels of

commitment contained in the initiating service order or service design

request, these processes may reserve specific service parameters

linked to the initiating service order or service design request for a

period of time, and releasing them when the time period has expired.

A (Enterprise Customer Request for Service: Part 2 (Service Order

Processing): 2.2.3 Service Feasibility Check & Pre-provisioning, Steps

1.2.3, 2.2)

These processes are responsible for creating a response to the

initiating processes with respect to the feasibility assessment. A


Processing): 2.2.3 Service Feasibility Check & Pre-provisioning, Step

1.2.7)

Where the Allocate Specific Service Parameters to Services processes

are requested by a service order issued in response to a confirmed

customer order, these processes are responsible for allocating the

specific service parameters required to satisfy the initiating service

order. A (Enterprise Customer Request for Service: Part 2 (Service

Order Processing): 2.2.3 Service Feasibility Check & Pre-provisioning,

Step 2)

Any previously reserved specific service parameters are marked as

allocated. A (Enterprise Customer Request for Service: Part 2 (Service

Order Processing): 2.2.3 Service Feasibility Check & Pre-provisioning,

Step 2.1)


Service Provisioning

- NC BSIS

Implementation

Brief description

Ensure service provisioning activities are assigned, managed, and



Business Process

Framework

Process Element


Process Mapping

Study;




Processing)

tracked efficiently. A (Enterprise Customer Request for Service: Part 2

(Service Order Processing): 2.2.3 Service Feasibility Check & Pre-

provisioning, Steps 1.1, 1.2.3, 1.2.5, 1.2.7 and 2.1; 2.2.4 Service

Provisioning, Steps 1-6)


The objective of the Track & Manage Service Provisioning processes is

to ensure that service provisioning activities are assigned, managed,

and tracked efficiently. A (Enterprise Customer Request for Service:

Part 2 (Service Order Processing): 2.2.3 Service Feasibility Check &

Pre-provisioning, Steps 1.1, 1.2.3, 1.2.5, 1.2.7 and 2.1; 2.2.4 Service

Provisioning, Steps 1-6)


- Scheduling, assigning and coordinating service provisioning

related activities; A (Enterprise Customer Request for Service:

Part 2 (Service Order Processing): 2.2.4 Service Provisioning,

Steps 1.1- 1.3 and 4)

- Generating the respective resource order creation request(s) to

Issue Resource Orders based on specific service orders; A


Processing): 2.2.4 Service Provisioning, Step 3)

- Escalating status of service orders in accordance with local policy;


Processing): 2.2.4 Service Provisioning, Step 4.2)

- Undertaking necessary tracking of the execution process; A


Processing): 2.2.4 Service Provisioning, Step 4.3)

- Adding additional information to an existing service order; A


Processing): 2.2.3 Service Pre-Provisioning, Step 1.1)

- Modifying information in an existing service order;·AM (Enterprise


2.2.3 Service Pre-Provisioning, Step 1.2.5)

- Modifying the service order status; A (2.2.3 Service Pre-

Provisioning, Step 1.2.7 and 2.1; 2.2.4 Service Provisioning, Step

6; 2.2.5 Test Service Step 9; 2.2.6 Closure of Service Orders, Steps

1, 2)

- Canceling a service order when the initiating customer order is

cancelled; A (Enterprise Customer Request for Service: Part 2

(Service Order Processing): 2.2.7 Closure of Customer Order, Step

1)



Business Process

Framework

Process Element


Process Mapping

- Monitoring the jeopardy status of service orders, and escalating

service orders as necessary; A (Enterprise Customer Request for

Service: Part 2 (Service Order Processing): 2.2.4 Service

Provisioning, Step 4.3) and

- Indicating completion of a service order by modifying the service

order status. A (Enterprise Customer Request for Service: Part 2

(Service Order Processing): 2.2.6 Closure of Service Orders, Step

1)

Note that some specific service components may be delivered by

suppliers/partners. In these cases the Track & Manage Service

Provisioning process is responsible for initiating requests, through S/P

Requisition Management for the delivery by the supplier/partner of

the specific service components. A (NC BSIS Implementation Study:

7.1.3 Solution Coordinator and Sales (B, C), 7.2.3 Ordering (B));

Enterprise Customer Request for Service: Part 2 (Service Order


1.1.2.2.4 Implement,

Configure & Activate Service




Processing)

Brief description

Implement, configure, and activate the specific services allocated

against an issued service order. A (Enterprise Customer Request for

Service: Part 2 (Service Order Processing): 2.2.4 Service Provisioning,

Abstract)


The purpose of the Implement, Configure & Activate Service processes

is to implement, configure, and activate the specific services allocated

against an issued service order. A (Enterprise Customer Request for

Service: Part 2 (Service Order Processing): 2.2.4 Service Provisioning,

Abstract)

These processes are responsible for, but not limited to:

- Assessing and planning the approach to be undertaken for

implementation, configuration, and activation; A (Enterprise


2.2.4 Service Provisioning, Step 1)

- Re-using standard implementation, configuration, and activation

processes applicable to specific services; A (Enterprise Customer


Service Provisioning, Steps 1-3)

- Implementing, configuring, and reconfiguring specific services,



Business Process

Framework

Process Element


Process Mapping

including customer premises equipment if part of the service

provider offering. A (Enterprise Customer Request for Service:

Part 2 (Service Order Processing): 2.2.4 Service Provisioning,

Steps 1.3 and 4)

- Providing notifications as required if the implementation,

configuration and activation activity requires a planned outage or

is likely to initiate false specific service alarm event notifications; A


Processing): 2.2.4 Service Provisioning, Step 1.2) and

- Updating the information contained in the service inventory as to

the configuration of specific services and their status. A



At the successful conclusion of these activities, the status of the

specific services will be changed from allocated to activated, which

means they are in-use. A (Enterprise Customer Request for Service:

Part 2 (Service Order Processing): 2.2.4 Service Provisioning, Step 6)

1.1.2.2.7 Issue Service

Orders

- NC BSIS

Implementation

Study;




Processing)

Brief description

Issue correct and complete service orders, A (Enterprise Customer

Request for Service: Part 2 (Service Order Processing): 2.2.2 Creation

of Service Orders, Abstract)


The purpose of the Issue Service Orders processes is to issue correct

and complete service orders. A (Enterprise Customer Request for

Service: Part 2 (Service Order Processing): 2.2.2 Creation of Service

Orders, Abstract)

The service orders may be required to satisfy pertinent customer

order information received, A (NC BSIS Implementation Study: 7.1.1

Sales (C); Enterprise Customer Request for Service: Part 2 (Service

Order Processing): 2.2.2 Creation of Service Orders, Step 1) may arise

as a result of requests for service provisioning to satisfy service

problem recovery activities, A Enterprise Customer Request for


Orders, Step 2.1) may arise to alleviate service performance issues, A


Processing): 2.2.2 Creation of Service Orders, Step 2.3), or may arise

as a result of information received from suppliers/partners in relations

to specific services. A (Enterprise Customer Request for Service: Part

2 (Service Order Processing): 2.2.2 Creation of Service Orders, Step



Business Process

Framework

Process Element


Process Mapping

2.6)

These processes assess the information contained in the customer

order, through a service order request, relating to the purchased

product offering, initiating service process A (Enterprise Customer


of Service Orders, Steps 1, 3-4) or supplier/partner initiated request,

to determine the associated service orders that need to be issued. A


Processing): 2.2.2 Creation of Service Orders, Step 2.6)

The issued service order may require a service feasibility assessment A


Processing): 2.2.2 Creation of Service Orders, Step 7) or a service

design to be produced, AM (NC BSIS Implementation Study: 7.1.2

Design, 7.2.1 Design, 7.2.2 PM; Enterprise Customer Request for


Orders, Step 4.2) may require new provisioning activities for specific

services, A (Enterprise Customer Request for Service: Part 2 (Service

Order Processing): 2.2.2 Creation of Service Orders, Step 4.1) may

require a change to a previously issued service order A (Enterprise


2.2.2 Creation of Service Orders, Step 2.4) , or may require deletion

and/or recovery of previously delivered specific services. A (Enterprise


2.2.2 Creation of Service Orders, Step 2.5) Where, the initiating

request or the purchased product offering has a standard set of

associated service orders, this process is responsible for issuing the

service orders, and for creating a record of the relevant initiating

request or customer order information and the associated service

orders. A (Enterprise Customer Request for Service: Part 2 (Service

Order Processing): 2.2.2 Creation of Service Orders, Step 3)

Where the initiating request or the purchased product offering has

special or unusual requirements, and a specific feasibility assessment

and/or service design has been previously created, this process is

responsible for issuing the service orders, A (Enterprise Customer


of Service Orders, Step 4.2;) and for creating a record of the relevant

initiating request or customer order information and the associated

service orders. A (NC BSIS Implementation Study: 7.2.3. Ordering (B,

F, G))

Where the purchased product offering has special or unusual



Business Process

Framework

Process Element


Process Mapping

requirements, and a specific feasibility assessment and/or specific

service design has not been previously created, this process marks the

issued service order as requiring special handling, and passes

management for further processing to the Track & Manage Service

Provisioning process. A (Enterprise Customer Request for Service:

Part 2 (Service Order Processing): 2.2.2 Creation of Service Orders,

Step 4.2)

The orchestration, if required, and tracking of the service order

progress is the responsibility of the Track & Manage Service

Provisioning processes. A (Enterprise Customer Request for Service:

Part 2 (Service Order Processing): 2.2.2 Creation of Service Orders,

Step 6)

1.1.2.2.8 Report Service

Provisioning




Processing)

Brief description

Monitor the status of service orders, provide notifications of any

changes, and provide management reports. A (Enterprise Customer


of Service Orders, Step 6; 2.2.4 Service Provisioning, Step 4; 2.2.6

Closure of Service Orders, Step 1; Note 4)


The objective of the Report Service Provisioning processes is to

monitor the status of service orders, provide notifications of any

changes, and provide management reports. A (Enterprise Customer


of Service Orders, Step 6; 2.2.4 Service Provisioning, Step 4; 2.2.6

Closure of Service Orders, Step 1; Note 4)

These processes are responsible for continuously monitoring the

status of service orders and managing notifications to processes and

other parties registered to receive notifications of any status changes.


Processing): 2.2.2 Creation of Service Orders, Step 6; 2.2.4 Service

Provisioning, Step 4.1, 4.2 and 4.3)

Notification lists are managed and maintained by the Enable Service

Configuration & Activation processes. A (Enterprise Customer Request

for Service: Part 2 (Service Order Processing): 2.2.6 Closure of Service

Orders, Step 1)

These processes record, analyze, and assess the service order status

changes to provide management reports and any specialized



Business Process

Framework

Process Element


Process Mapping

summaries of the efficiency and effectiveness of the overall Service

Configuration & Activation process. These specialized summaries could

be specific reports required by specific audiences. A (Enterprise


2.2.2 Creation of Service Orders, Step 6; Note 4)

1.1.2.2.5 Test Service End-to-

End




Processing)

Brief Description

Test specific services to ensure all components are operating within

normal parameters, and that the service is working to agreed

performance levels. AM


Processing): 2.2.5 Test Service End-to-End, Abstract)


The responsibility of the Test Service End-to-End processes is to test

specific services to ensure that all components are operating within

normal parameters, and that the service is working to agreed

performance levels before its activation for the customer. AM


Processing): 2.2.5 Test Service End-to-End, Abstract)

This purpose is performed through testing the service end-to-end as

far as possible. AM


Processing): 2.2.5 Test Service End-to-End, Step 3.1, Steps 1-9)

These processes test specific services against supplier/partner-defined

test plans, A (Enterprise Customer Request for Service: Part 2 (Service

Order Processing): 2.2.5 Test Service End-to-End, Step 3.2) or against

test plans developed by the service provider.


Processing): 2.2.5 Test Service End-to-End, Step 3)

Where appropriate test plans are not available, these processes are

responsible for developing appropriate test plans. AM (Enterprise


2.2.5 Test Service End-to-End, Step 4) These processes are also

responsible for capturing and storing the test results for historical and

downstream testing comparison purposes. A (Enterprise Customer

Request for Service: Part 2 (Service Order Processing): 2.2.5 Test



Business Process

Framework

Process Element


Process Mapping

Service End-to-End, Step 7)

If these tests succeed, the specific services will be marked as in-service

which means the specific services are available for use by customers. A


Processing): 2.2.5 Test Service End-to-End, Step 9)

1.1.2.2.9 Close Service

Orders




Processing)

Brief description

Close a service order when the service provisioning activities have

been completed A (Enterprise Customer Request for Service: Part 2

(Service Order Processing): 2.2.6 Closure of Service Orders, Abstract)


The objective of the Close Service Order processes is to close a service

order when the service provisioning activities have been completed. A


Processing): 2.2.6 Closure of Service Orders, Step 2)

These processes monitor the status of all open service orders, and

recognize that a service order is ready to be closed when the status is

changed to completed. A (Enterprise Customer Request for Service:

Part 2 (Service Order Processing):; 2.2.4 Closure of Service Orders,

Step 1, Step 2)

1.1.2.2.10 Recover Service




Processing)

Brief Description

Recover specific services that are no longer required by customers. A


Processing): 2.2.2 Creation of Service Orders, Steps 2.5 and 4.1; 2.2.8

Disconnect Service, Abstract)


The responsibility of the Recover Service processes is to recover

specific services that are no longer required by customers. A


Processing): 2.2.2 Creation of Service Orders, Steps 2.5 and 4.1; 2.2.8

Disconnect Service, Abstract)

These processes follow recovery plans specified by the

supplier/partner, A (Enterprise Customer Request for Service: Part 2

(Service Order Processing): 2.2.8 Disconnect Service, Step 4.1)or

against recovery plans developed by the service provider. A



Business Process

Framework

Process Element


Process Mapping


Processing): 2.2.8 Disconnect Service, Step 4)

Where appropriate recovery plans are not available, these processes

are responsible for developing appropriate recovery plans. AM


Processing): 2.2.8 Disconnect Service, Steps 5-6)

Where recovery of services is likely to impact other in-use specific

services, this process is responsible for providing appropriate

notification of the recovery proposal and ensuring authorization is

received to proceed with the recovery plan. A (Enterprise Customer


Disconnect Service, Steps 3, 7) When the recovery activity is about to

commence, these processes are responsible for notifying when

recovery work is commencing and when it is completed. (A Enterprise


2.2.8 Disconnect Service, Step 9.1)

When recovered, the specific services and/or associated service

specific parameters will be marked as unallocated. A (Enterprise


2.2.8 Disconnect Service, Step 10)



3.4 Level 2 Process - 1.1.3.2 Resource Provisioning

Table 3.4 Resource Provisioning (1.1.3.2) Process Mapping

Business Process

Framework

Process Element


Process Mapping

1.1.3.2 Resource

Provisioning




Business Process

Framework

Process Element


Process Mapping

1.1.3.2.1. Allocate & Install

Resource

Enterprise Customer


Part 3 (Resource

Order Processing)

Brief Description

Allocate specific resources required to support a specific service AM

(Enterprise Customer Request for Service: Part 3 (Resource Order

Processing): 3.2.2 Search and Allocate Resources, Abstract)


The objective of the Allocate & Install Resource processes is to allocate

specific resources required to support a specific service. AM


Processing): 3.2.2 Search and Allocate Resources, Abstract, Visio

Diagram)

These activities include but are not limited to:

·- Investigating the ability to be able to satisfy specific service orders as a

part of a feasibility check; A


Processing): 3.2.2 Search and Allocate Resources, Steps 2.1 and 3.1.1-

3.1.5)

·- Reserving or allocating specific resources in response to issued

resource orders; A


Processing): 3.2.2 Search and Allocate Resources, Steps 2.3, 3.1.6 and

7)

·- Confirming availability of, or initiating an order for, equipment or

software with a Supplier/Partner; and A


Processing): 3.2.2 Search and Allocate Resources, Steps 3.1.5 and 5.2)

·- Installing and commissioning specific resources following delivery. AM


Processing): 3.2.2 Search and Allocate Resources, Step 6)

Where the Allocate & Deliver Resource processes are requested by a

resource order issued as part of a pre-order feasibility check, these

processes determine whether there are adequate specific resources



Business Process

Framework

Process Element


Process Mapping

available to fulfill the request. A


Processing): 3.2.2 Search and Allocate Resources, Steps 1, 2.1 and

3.1.1-3.1.5)

Where sufficient specific resources are not available, these processes

may initiate enquiries using the relevant S/PRM and/or Resource

Support & Readiness processes to determine lead times for specific

resource availability. A



Depending on business rules, and on any specific levels of commitment

contained in the initiating service order, these processes may reserve

specific resources linked to the initiating service order for a period of

time, and releasing them when the time period has expired. A


Processing): 3.2.2 Search and Allocate Resources, Steps 2.3 and 3.1.6)

These processes are responsible for creating a response to the initiating

processes with respect to the feasibility assessment. A


Processing): 3.2.2 Search and Allocate Resources, Steps 3.1.7 and 5)

Where the Allocate & Deliver Resource processes are requested by a

resource order issued in response to a confirmed service order, these

processes are responsible for allocating the specific resources required

to satisfy the initiating service order. A


Processing): 3.2.2 Search and Allocate Resources, Steps 4 and 7)

Any previously reserved specific resources are marked as allocated. A


Processing): 3.2.2 Search and Allocate Resources, Step 7.1)

These process are responsible for initiating, using the S/PRM processes,

resource requisition orders for any specific resources in shortfall. A





Business Process

Framework

Process Element


Process Mapping

5.2)

Sufficient information is supplied with the resource requisition orders to

ensure that the appropriate specific resources are delivered to the

appropriate location for installation and configuration. This may include,

for example, a central office, a transmission room, or the customer

premise. A


Processing): 3.2.2 Search and Allocate Resources, Steps 5.2)

Following delivery, these processes are responsible for installing and

commissioning specific resources, AM



and updating the resource inventory as part of these processes. AM


Processing): 3.2.2 Search and Allocate Resources, Steps 4.1 and 6.1)

Where installation of the specific resources requires an upfront major

resource infrastructure, the installation of both the resource

infrastructure and specific resources may be undertaken under the

control of the Support Resource Provisioning processes. A


Processing): 3.2.2 Search and Allocate Resources, Step 5.1)

The Allocate & Deliver Resource processes will closely interact with the

Manage Resource Inventory processes to determine availability of

physical and logical specific resources to select from, thereby applying

specific selection criteria. A


Processing): 3.2.2 Search and Allocate Resources, Steps 2.1, 4.1, 6.1)



Business Process

Framework

Process Element


Process Mapping

1.1.3.2.2 Configure &

Activate Resource

Enterprise Customer


Part 3 (Resource

Order Processing)

Brief Description

Configure and activate the specific resources allocated against an issued

resource order A


Processing): 3.2.3 Resource Provisioning, Abstract)


The objective of the Configure & Activate Resource Processes is to

configure and activate the specific resources allocated against an issued

resource order. A


Processing): 3.2.3 Resource Provisioning, Abstract)

These processes are responsible for, but not limited to:

-Assessing and planning the approach to be undertaken for

configuration and activation; A


Processing): 3.2.3 Resource Provisioning, Steps 1, 1.3)

-Re-use standard configuration and activation processes applicable to

specific resources; A


Processing): 3.2.3 Resource Provisioning, Steps 1.1, 1.2)

-Providing notifications as required if the activation activity requires a

planned outage or is likely to initiate false specific resource alarm event

notifications; and A


Processing): 3.2.3 Resource Provisioning, Step 2.3)

-Updating the information contained in the resource inventory as to the

configuration of specific resources and their status. A


Processing): 3.2.3 Resource Provisioning, Step 3)

-At the successful conclusion of these activities, the status of the specific

resources will be changed from allocated to activated, which means



Business Process

Framework

Process Element


Process Mapping

they are in use. A


Processing): 3.2.3 Resource Provisioning, Step 4)



Business Process

Framework

Process Element


Process Mapping

1.1.3.2.3 Test Resource Enterprise Customer


Part 3 (Resource

Order Processing)

Brief Description

Test specific resources to ensure that they are operating within normal

parameters. AM


Processing): 3.2.4 Resource Testing, Abstract)


The responsibility of the Test Resource processes is to test specific

resources to ensure they are operating within normal parameters. AM



The objective is to verify whether the resources are working correctly

and meet the appropriate performance levels. AM



These processes test specific resources against supplier/partner defined

test plans, or against test plans developed by the service provider. A


Processing): 3.2.4 Resource Testing, Step 3)

Where appropriate test plans are not available, these processes are

responsible for developing appropriate test plans. AM



These processes are also responsible for capturing and storing the test

results for historical and downstream testing comparison purposes. A



If these tests succeed, the specific resources will be marked as in-service

which means that the specific resources are available for use. A





Business Process

Framework

Process Element


Process Mapping


Resource

Provisioning



Part 3 (Resource

Order Processing)

- 2010 10_NC_Order

Management

Overview.docx

Brief Description

Ensure resource provisioning activities are assigned, managed, and

tracked efficiently. A

(- 2010 10_NC_Order Management Overview.docx: Page 13, chapter

“Process Automation and Workflow Engine”.

- Enterprise Customer Request for Service: Part 3 (Resource Order

Processing): Note 4 (Page 22); 3.2.2 Search and Allocate Resources,

Steps 2.2, 2.4, 3.1.4, 3.1.5, 4, 5.2, 6 and 7.1; 3.2.3 Resource

Provisioning, Steps 1-4; 3.2.4 Resource Testing, Steps 3, 4 and 6; 3.2.6

Disconnection of Resources, Steps 4 and 9)


The objective of the Track & Manage Resource Provisioning process is to

ensure resource provisioning activities are assigned, managed, and

tracked efficiently. A


Processing): Note 4; 3.2.2 Search and Allocate Resources, Steps 2.2,

2.4, 3.1.4, 3.1.5, 4, 5.2, 6 and 7.1; 3.2.3 Resource Provisioning, Steps 1-

4; 3.2.4 Resource Testing, Steps 3, 4 and 6; 3.2.6 Disconnection of

Resources, Steps 4 and 9)


·- Scheduling, assigning, and coordinating resource provisioning-related

activities; A


Processing): 3.2.3 Resource Provisioning, Steps 1, 1.2, 1.3, and 2; 3.2.2

Search and Allocate Resources, Step 6)

·- Escalating status of resource orders in accordance with local policy; A


Processing): 3.2.3 Resource Provisioning, Step 2.3)

·- Undertaking necessary tracking of the execution process; A


Processing): 3.2.1 Creation of Resource Orders, Step 5; 3.2.3 Resource



Business Process

Framework

Process Element


Process Mapping

Provisioning, Step 2.1)

·- Adding additional information to an existing resource order;·A


Processing) – 3.2.1 Creation of Resource Orders, Step 4.4, 2.4.1, 4.1

and 4.3.1)

·- Modifying information in an existing resource order; A


Processing): 3.2.1 Creation of Resource Orders, Step 4.4; 3.2.2 Search

and Allocate Resources, Step 2.4)

·- Modifying the resource order status;·A


Processing): 3.2.2 Search and Allocate Resources, Step 7.1; 3.2.3

Resource Provisioning, Step 4; 3.2.4 Test Resources, Step 8; 3.2.5

Closure of Resource Orders, Steps 1)

·- Canceling a resource order when the initiating service order is

cancelled; A


Processing): 3.2.5 Closure of Resource Orders, Step 1.1 and Note 3)

·- Monitoring the jeopardy status of resource orders, and escalating

resource orders as necessary; and A


Processing): 3.2.3 Resource Provisioning, Steps 2.3 and 2.4)

·- Indicating completion of a resource order by modifying the resource

order status. A


Processing): 3.2.5 Closure of Resource Orders, Step 1 and Note 3)

These processes will co-ordinate all the actions necessary in order to

guarantee that all tasks are finished at the appropriate time and in the

appropriate sequence. A


Processing): 3.2.3 Resource Provisioning, Steps 1.3, 2.4 and 3; 3.2.5

Closure of Resource Orders, Steps 1)



Business Process

Framework

Process Element


Process Mapping

The Track & Manage Resource Provisioning processes are responsible

for engaging external suppliers in provisioning activities when these

have been outsourced or contracted to external parties. A



5.2; 3.2.4 Resource Testing Step 3; 3.2.5 Closure of Resource Orders,

Step 1)

The Track & Manage Resource Provisioning processes will also inform

the Close Resource Order processes by modifying the resource order

status to complete when the resource order has been fulfilled. A


Processing): 3.2.5 Closure of Resource Orders, Step 1 and Note 3)



Business Process

Framework

Process Element


Process Mapping

1.1.3.2.6 Report Resource

Provisioning

Enterprise Customer


Part 3 (Resource

Order Processing)

Monitor the status of resource orders, provide notifications of any



Processing):

3.2.5 Closure of Resource Orders, Note 3; Note 5)


The objective of the Report Resource Provisioning processes is to

monitor the status of resource orders, provide notifications of any



Processing):

3.2.5 Closure of Resource Orders, Note 3)

These processes are responsible for continuously monitoring the status

of resource orders and managing notifications to processes and other

parties registered to receive notifications of any status changes. A


Processing):

3.2.1 Creation of Resource Orders, Step 5;

3.2.3 Resource Provisioning, Step 2.3, 2.4;

3.2.5 Closure of Resource Orders, Step 1, Note 3)

Notification lists are managed and maintained by the Enable Resource

Provisioning processes. A


Processing): 3.2.5 Closure of Resource Orders, Step 1)

These processes record, analyze, and assess the resource order status

changes to provide management reports and any specialized summaries

of the efficiency and effectiveness of the overall Resource Provisioning

process. These specialized summaries could be specific reports required

by specific audiences. A


Processing): Note 5



Business Process

Framework

Process Element


Process Mapping

1.1.3.2.7 Close Resource

Order

Enterprise Customer


Part 3 (Resource

Order Processing)

Brief Description

Close a resource order when the resource provisioning activities have

been completed. A


Processing): 3.2.5 Closure of Resource Orders, Abstract)


The objective of the Close Resource Order processes is to close a

resource order when the resource provisioning activities have been

completed. A


Processing): 3.2.5 Closure of Resource Orders, Abstract)

These processes monitor the status of all open resource orders, and

recognize that a resource order is ready to be closed when the status is

changed to completed. A


Processing): 3.2.5 Closure of Resource Orders, Step 1)

1.1.3.2.8 Issue Resource

Orders

Enterprise Customer


Part 3 (Resource

Order Processing)

Brief Description

Issue correct and complete resource orders. A


Processing): 3.2.1 Creation of Resource Orders, Abstract)


The purpose of the Issue Resource Orders processes is to issue correct

and complete resource orders. A


Processing): 3.2.1 Creation of Resource Orders, Abstract)

The resource orders may be required to satisfy pertinent service order

information received, A


Processing): 3.2.1 Creation of Resource Orders, Step 1)

may arise as a result of requests for resource provisioning to satisfy



Business Process

Framework

Process Element


Process Mapping

resource trouble recovery activities, A


Processing): 3.2.1 Creation of Resource Orders, Step 2.1)

may arise to alleviate resource performance issues, or A


Processing): 3.2.1 Creation of Resource Orders, Steps 2.2, 2.3)

may arise as a result of information received from suppliers/partners in

relations to specific resources. A



These processes assess the information contained in the service order,

through a resource order request, initiating resource process request A



or supplier/partner initiated request, to determine the associated

resource orders that need to be issued. A


Processing): 3.2.1 Creation of Resource Orders, Steps 2.4.1, 3)

The issued resource order may require a feasibility assessment to be

undertaken, A



may require new provisioning activities for specific resources, A



may require a change to a previously issued resource order or A



may require the deletion/recovery of previously delivered specific

resources. A



Business Process

Framework

Process Element


Process Mapping



Where the initiating request or service order has a standard set of

associated resource orders, this process is responsible for issuing the

resource orders, and for creating a record of the relevant initiating

request or service order information and the associated resource

orders. A



Where the initiating request or service order has special or unusual

requirements, and a specific feasibility assessment has not been

previously undertaken, this process marks the issued resource order as

requiring special handling, and passes management for further

processing to the Track & Manage Resource Provisioning process. A


Processing): 3.2.1 Creation of Resource Orders, Step 4.3.1)

Where the initiating request or service order has special or unusual

requirements, and a specific feasibility assessment has been previously

undertaken, this process issues the previously determined resource

orders. A


Processing): 3.2.1 Creation of Resource Orders, Steps 4.3.2)

The orchestration, if required and tracking of the progress of a resource

order is the responsibility of the Track & Manage Resource Provisioning

processes. A





Business Process

Framework

Process Element


Process Mapping

1.1.3.2.5Recover Resource

Orders

Enterprise Customer


Part 3 (Resource

Order Processing)

Brief Description

Recover specific resources that are no longer required.


Processing): 3.2.6 Disconnection of Resources, Abstract) A


The responsibility of the Recover Resource processes is to recover

specific resources that are no longer required.


Processing): 3.2.6 Disconnection of Resources, Abstract) A

These processes follow recovery plans specified by the supplier/partner,

A


Processing): 3.2.6 Disconnection of Resources, Step 5)

or follow recovery plans developed by the service provider. A



Where appropriate recovery plans are not available, these processes are

responsible for developing appropriate recovery plans. AM



Where recovery of resources is likely to impact other in-use specific

resources or specific services, this process is responsible for providing

appropriate notification of the recovery proposal and ensuring that

authorization is received to proceed with the recovery plan. A


Processing): 3.2.6 Disconnection of Resources, Steps 2 and 3)

When the recovery activity is about to commence, these processes are

responsible for notifying when recovery work is commencing and when

it is completed. A





Business Process

Framework

Process Element


Process Mapping

When recovered, the specific resources will be marked as unallocated. A





4 Process Conformance

4.1 Business Process Framework – Process Conformance Summary

Figure 4.1 NetCracker TOMS Suite – Process Conformance Summary



4.2 Business Process Framework - Process Conformance Detailed

Table 4.1 NetCracker TOMS Suite – Detailed Process Conformance

Assessed Business Process Framework Conformance – NetCracker TOMS Suite, Release 8.2

Business Process

Framework

Process Element

Assessed

Domain

Conformance

Level Comment

Within Level 1:

1.1.1 – Customer

Relationship

Management

Customer Not Applicable for

Level 1 process

TM Forum does not assess process Level 1 elements; hence

Conformance Level is not awarded at this level.

Within Level 2:

1.1.1.5 – Order

Handling

Customer Scope Fully

Conformant

(3)

Seven Level 3 eTOM processes have been assessed here for

conformance. These are:

1.1.1.5.1 Determine Customer Order Feasibility

1.1.1.5.2 Authorize Credit

1.1.1.5.4 Track & Manage Customer Order Handling

1.1.1.5.5 Complete Customer Order

1.1.1.5.6 Issue Customer Orders

1.1.1.5.7 Report Customer Order Handling

1.1.1.5.8 Close Customer Order

These 7 processes cover the entire lifecycle of the Order

Handling core process as defined in the Business Process

Framework (eTOM) with no deviations.

1.1.1.5.1 Determine

Customer Order

Feasibility


Conformant

(5)

Conformant

This is essentially a partially automated process requiring a

certain degree of manual intervention throughout most of

its tasks. Evidence provided and assessed for this process

satisfied conformance requirements.

1.1.1.5.2 Authorize

Credit


Conformant

(5)

Conformant

The support provided by the relevant module in NetCracker

in support of this process is fully automated and has passed

conformance criteria based on application views and

documentation provided.

1.1.1.5.4 Track &

Manage Customer

Order Handling


Conformant

(5)

Conformant

This process is, for the most part fully automated, with

some parts requiring manual intervention, but this is

entirely supported by a set of capabilities in the application

which have passed conformance criteria following proven

evidence provided.

1.1.1.5.5 Complete

Customer Order


Conformant

(5)

Conformant

Although this process requires significant manual

intervention, as in the case of business service, the set of

screenshots, application views, and documentation

provided for assessment have satisfied Business Process

Framework (eTOM) conformance criteria.

1.1.1.5.6 Issue

Customer Orders


Conformant

Conformant

This is a process that is almost fully automated but still




Business Process

Framework

Process Element

Assessed

Domain

Conformance

Level Comment

(5) requires some manual intervention especially to assess

customer information and for the cancellation of customer

orders. Documentation and application views provided

have passed conformance criteria.

1.1.1.5.7 Report

Customer Order

Handling


Conformant

(5)

Conformant

This is a fully automated process, and all evidence and

documentation provided have passed conformance criteria

successfully.

1.1.1.5.8 Close

Customer Order


Conformant

(5)

Conformant

This is a fully automated process and all evidence and

documentation provided have passed conformance criteria

successfully.

Within Level 1:

1.1.2 – Service

Management &

Operations

Service Not Applicable for

Level 1 process

TM Forum does not assess process Level 1 elements. Hence


Within Level 2:

1.1.2.1 – SM&O

Support & Readiness

Service Scope Fully

Conformant

(3)

Five Level 3 eTOM processes have been assessed here for


1.1.2.1.1. Manage Service Inventory

1.1.2.1.2. Enable Service Configuration & Activation

1.1.2.1.3. Support Service Problem Management

1.1.2.1.4. Enable Service Quality Management

1.1.2.1.5. Support Service & Specific Instance Rating

These 5 processes provide full support for the entire set of

core processes within the SM&O layer in the Operations

area of the Business Process Framework (eTOM) with no

deviations.

1.1.2.1.1. Manage

Service Inventory

Service Scope Fully

Conformant

(5)

Conformant

This process is supported mostly by partially automated

capabilities, with some capabilities being fully automated.

NetCracker provides administration tools that allow for

establishing, managing, and administering of Service

Inventory: installation, new record (service instance)

creation, and modification, Validation for Service

consistency and integrity with configurable business rules,

also via API, as well as monitoring of the system operation

(disk space, RAM, DB server, etc.), and generation of

corresponding reports and alarms.

1.1.2.1.2. Enable

Service

Configuration &

Activation

Service Scope Fully

Conformant

(5)

Conformant

This process features a 50/50 blend of automated versus

partially automated capabilities. Documentation and other

evidence provided, such as screenshots and applications

views from the solution GUI, have passed conformance

criteria successfully.

1.1.2.1.3. Support Service Scope Fully Conformant




Business Process

Framework

Process Element

Assessed

Domain

Conformance

Level Comment

Service Problem

Management

Conformant

(5)

This process is supported by a set of fully automated

features, but some manual intervention or partially

automated features are provided in support of the

establishment of service problem notification facilities.

Documentation provided together with other evidence such

as GUI views has passed conformance criteria successfully.

1.1.2.1.4. Enable

Service Quality

Management

Service Scope Fully

Conformant

(5)

Conformant

This process is supported mostly by partially automated

capabilities, with some capabilities being fully automated.

Documentation provided together with other evidence such


1.1.2.1.5. Support

Service & Specific

Instance Rating

Service Scope Fully

Conformant

(5)

Conformant


capabilities. Documentation provided together with other

evidence such as GUI views has passed conformance criteria

successfully.

Within Level 1:

1.1.2 – Service

Management &

Operations

Service Not Applicable for

Level 1 process



Within Level 2:

1.1.2.2 – Service

Configuration &

Activation

Service Scope Fully

Conformant

(3)

Nine Level 3 eTOM processes have been assessed here for


1.1.2.2.1. Design Solution

1.1.2.2.2 Allocate Specific Service Parameters

1.1.2.2.3 Track & Manage Service Provisioning

1.1.2.2.4 Implement, Configure & Activate Service

1.1.2.2.7 Issue Service Orders

1.1.2.2.8 Report Service Provisioning

1.1.2.2.5 Test Service End-to-End

1.1.2.2.9 Close Service Orders

1.1.2.2.10 Recover Service

These 9 processes cover the entire lifecycle of the Service

Configuration & Activation core process as defined in the

Business Process Framework (eTOM) with no deviations.

1.1.2.2.1. Design

Solution

Service Scope Fully

Conformant

(5)

Conformant

This process is supported for the most part with partially

automated capabilities by the NetCracker solution. Some

features are fully automated such as invoking requests to

RM&O provisioning processes or S/PRM processes to check

availability of resources. Based on evidence provided and

assessed, this process is fully conformant with no

deviations.

1.1.2.2.2 Allocate

Specific Service

Parameters to

Service Scope Fully

Conformant

(5)

Conformant


capabilities in the NetCracker solution. Based on evidence




Business Process

Framework

Process Element

Assessed

Domain

Conformance

Level Comment

Services provided and assessed, this process is fully conformant with

no deviations.

1.1.2.2.3 Track &

Manage Service

Provisioning

Service Scope Fully

Conformant

(5)

Conformant


features, but some manual intervention or partially

automated features are provided too. Technical

documentation provided together with other evidence such

as GUI views and screenshots has passed conformance


1.1.2.2.4 Implement,

Configure & Activate

Service

Service Scope Fully

Conformant

(5)

Conformant


capabilities. Technical documentation provided together

with other evidence such as GUI views has passed

conformance criteria successfully.

1.1.2.2.5 Test Service

End-to-End

Service Scope Fully

Conformant

(5)

Conformant

This process is supported for the most part with partially

automated capabilities by the NetCracker solution. Some

features are fully automated such as testing services against

S/P test plans, capturing and storing test results and

changing the status of services when they are marked as

available to the customer. Based on evidence provided and

assessed, this process is fully conformant with no

deviations.

1.1.2.2.7 Issue

Service Orders

Service Scope Fully

Conformant

(5)

Conformant

This is, for the most part, a fully automated process as

supported by the NetCracker solution(s). Technical

documentation provided together with other evidence such


1.1.2.2.8 Report

Service Provisioning

Service Scope Fully

Conformant

(5)

Conformant

Reporting of Service Provisioning is fully supported by

automated capabilities as proven by evidence provided by

NetCracker in the form of technical documentation and

application views. This process has passed conformance


1.1.2.2.9 Close

Service Orders

Service Scope Fully

Conformant

(5)

Conformant

This is a fully automated process and it has passed full

conformance assessment on the basis of provided

documentation.

1.1.2.2.10 Recover

Service

Service Scope Fully

Conformant

(5)

Conformant

This process is supported by a set of mostly fully automated

capabilities, with some partially automated support in the

development of appropriate recovery plans. The process

has passed Business Process Framework (eTOM)

conformance criteria successfully.




Business Process

Framework

Process Element

Assessed

Domain

Conformance

Level Comment

Within Level 1:

1.1.3 - Resource

Management &

Operations

Resource Not Applicable for

Level 1 process



Within Level 2:

1.1.3.2 – Resource

Provisioning

Resource Scope Fully

Conformant

(3)

Eight Level 3 eTOM processes have been assessed here for


1.1.3.2.1 Allocate & Install Resource

1.1.3.2.2 Configure & Activate Resource

1.1.3.2.3 Test Resource

1.1.3.2.5 Track & Manage Resource Provisioning

1.1.3.2.6 Report Resource Provisioning

1.1.3.2.7 Close Resource Order

1.1.3.2.8 Issue Resource Orders

1.1.3.2.9 Recover Resource

These 8 processes cover the entire lifecycle of the Resource

Provisioning core process as defined in the Business Process

Framework (eTOM) with no deviations.

1.1.3.2.1 Allocate &

Install Resource


Conformant

(5)

Conformant

This process is supported mostly by fully automated

capabilities, but with some parts of the process requiring

some manual intervention, therefore making the process

partially automated. The decision making at any stage of

the process can be semi-manual (when the system notifies

the user and suggests variants of decision the user should

change from) or automatic (zero-touch) (where decision

making is typical for all similar cases and can be described

as an algorithm).

1.1.3.2.2 Configure

& Activate Resource


Conformant

(5)

Conformant

This process is supported by fully automated capabilities by

the NetCracker solution; a number of application window

views and screenshots from the GUI are provided as

evidence to illustrate this fact.

1.1.3.2.3 Test

Resource


Conformant

(5)

Conformant

This process is supported by a mix of partially automated

and fully automated capabilities, all in line with

conformance requirements.

1.1.3.2.5 Track &

Manage Resource

Provisioning


Conformant

(5)

Conformant

This process is supported by fully automated capabilities.

The description of the provisioning engine was provided for

this assessment as well as a set of application GUI

screenshots and views.

1.1.3.2.6 Report

Resource

Provisioning


Conformant

(5)

Conformant

This process is supported by fully automated capabilities

provided mostly by the Business Activity Management

(BAM) module in the application. A set of application views




Business Process

Framework

Process Element

Assessed

Domain

Conformance

Level Comment

and documentation was reviewed as evidence for

conformance.

1.1.3.2.7 Close

Resource Order


Conformant

(5)

Conformant

This is a fully automated process as demonstrated by

evidence provided and proven for conformance.

1.1.3.2.8 Issue

Resource Orders


Conformant

(5)

Conformant

This is a fully automated process as demonstrated by

evidence provided and proven for conformance.

Order orchestration is based on NetCracker Order

Processing Framework which covers all the three layers:

Customer, Service, and Resource.

1.1.3.2.9 Recover

Resource


Conformant

(5)

Conformant

This is for the most part an automated process with some

portions of the process requiring some manual

intervention. Based on evidence provided and assessed, this

process is fully conformant with no deviations.

Documents

Business Process Framework R8.0 Certification Report NetCracker · PDF file · 2016-08-11Certification Report NetCracker TOMS Suite Release 8.2 May 2011. ... including eTOM, SID,