Design End to End process HLD Based On eTOM

• 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