Business Process Framework (eTOM) – Foundation & Practitioner

با گذران این دوره ی آموزشی انتظار می رود فراگیران با کلیه اجزای مدل فرآیندهای کسب و کار eTOM” “در سطح مقدماتی و کاربردی در محدوده End-To-End process در 3 حوزه ی “Customer (BSS/CRM)” و “Product/Service (TTM)” و “Network (OSS/NSS/Radio)” اشنا شده و  ارتباط آن با دیگر اجزای مفهوم Frameworx از جمله TAM، TNA، SID و همچنین مدل ITIL را درک نمایند. همچنین در این دوره ی آموزشی فرگیران با مراحل مورد نیاز حل مسئله در فرآیندهای کسب و کار و پیش نیازهای ضروری جهت پیاده سازی اثر بخش eTOM در سازمان های خود به گونه ای که نیازهای ضروری سازمان برآورده گردد آشنا می شوند

Frameworx Overview

• مدیران کسب و کار
• معماران سازمانی
• مشاوران و مدیران سیستم ها و روش ها

• Business Process Framework overview
• Business Process Framework Level One processes
• Process decomposition and process flows
• Introducing the Business Process Framework into your organization
• Business Process Framework in action
• Business Process Framework and other standards
• Business Process Framework practical work
• Process Decomposition:
• Market Strategy & Policy
• Sales Strategy & Planning
• Sales Forecasting
• Brand Management
• Market Research
• Sales Development
• Advertising
• Marketing Campaign Management
• Marketing Communications
• Product & Offer portfolio Planning
• Product & offer Capability Delivery
• Product Specification & Offering Development & Retirement
• Service strategy & Planning
• Service Capability Delivery
• Service Development & Retirement
• Resource Strategy & Planning
• Resource Capability Delivery
• Resource Development & Retirement
• Party Strategy & Planning
• Party Tender Management
• Party Offering Development & retirement
• Party Agreement Management
• Market Sales Support & Readiness
• Selling
• Product Configuration Management
• Market Performance Management
• Product Performance Management
• Bill Invoice Management
• Bill Payments & receivables Management
• Bill Inquiry Handling
• Manage Billing Events
• Charging
• Manage Balance
• Product Support & Readiness
• Order Handling
• Problem Handling
• Customer QOS/SLA Management
• Customer Support & Readiness
• Customer Experience Management
• Customer Management
• Customer Interaction Management
• Customer Interface Management
• Service Development & Retirement
• Service Management & Operation Support & Readiness
• Service Configuration & Activation
• Resource Development & Retirement
• RM & O Support & Readiness
• Work Force Management
• Resource Provisioning
• Resource Data Collection & Distribution
• Report Resource Provisioning
• Resource Trouble Management
• Resource Performance Management
• Resource Mediation & Reporting
• Party Offering Development & Retirement
• Party Support & Readiness
• Party Privacy Management
• Party Order Handling
• Party Interaction Management
• Party Relationship Development & retirement
• Party Problem Handling
• Party Performance Management
• Party Settlements & Payments Management
• Service Problem Management
• Service Quality Management
• Service Guiding & Mediation
• Strategic & Enterprise Planning
• Financial & Asset Management
• Knowledge & Research Management
• Stakeholder & External Relations Management
• Cataloging
• Capacity Management
• External Risk Management
• Enterprise Effectiveness Management
• Human Resource Management
• Common Enterprise Processes

High Level Process Architecture

High Level Process Flows

Elaborate Process Decomposition (Level 2)

• Map As-Is Customer processes to eTOM Level 2 (Core Level)
• Elaborate the Level2 Process Decomposition: eTOM and its Customization
• Map As-Is Customer processes to eTOM end to end Processes /Process level 2

Identify Ownership/Virtual Ownership for processes

Identify Information needs

• Capture As-Is information used by the process (Main documents, Main Data Bases … ) and analyze them using Best Practice

Build End to End Process Flows as much generic as possible (Level 2, Core Level)

• Based on scenarios
• A scenario context might be characterized by:

Customer Segments

Product/Service or Resources

Triggers

Execution Time

Channels

Identify the associated Business Metrics

• Map existing Customer KPI to Business Metrics Framework
• List the Business Metrics in Scope

Elaborate the Matrix Processes Information –Business Metrics

• Use of eTOM/Information Best Practice/ Business Metrics

Customer Domain, HLD Design for:

• Request-to-answer end to end process
• Order-to-payment end to end process
• Usage-to-payment end to end process
• Request-to-change end to end process
• Termination-to-confirmation end to end process
• Problem-to-solution end to end process
• Complaint-to-solution end to end process

Network Domain, HLD Design for:

• Production Order-to-acceptance end to end process
• Trouble Ticket-to-solution end to end process
• Activation-to-Usage Data end to end process
• Capacity Management end to end process
• Service Lifecycle Management end to end process
• Resource Lifecycle Management end to end process

Products & Services/Marketing Domain, HLD Design for:

• Develop Product Strategy end to end process
• Design & Develop Products end to end process
• Monitor & Update Products end to end process

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