Company: Tunisie Telecom
Implementation Title: Tunisie Telecom Global Network Operations Centre (GNOC)
Implementation Version: N/A
Frameworx Version: Version 13.5
Business Process Framework version: Version 13.5
Information Framework version: N/A
Assessment Completion Date: December 2014
Detailed Certification Results: Fx13.5 CertificationReport TunisieTelecomGNOC V1.0.0
Business Process Framework Assessment Summary
TM Forum has reviewed and approved the self-assessment of the product listed here against Business Process Framework (eTOM) version 13.5 processes elements. Each process element was measured using the Business Process Framework (eTOM) conformance scale.
Scope of Assessment – Business Process Framework Footprint
The following figures represent the Business Process Framework Level 2 processes (high-lighted in blue) that were presented in scope for the assessment.
Strategy, Infrastructure & Product Level 2 processes in scope for Tunisie Telecom GNOC Assessment
Operations Level 2 processes in scope for Tunisie Telecom GNOC Assessment
Enterprise Management Level 2 processes in scope for Tunisie Telecom GNOC Assessment
The following graph represents the Business Process Framework Level 2 processes that were submitted for the Assessment and the coverage of the Level 2 processes in terms of number of Level 3 processes submitted in scope.
Level 2 processes submitted for Frameworx Conformance Assessment showing coverage for the contained Level 3 processes
Implementation Conformance Summary – Business Process Framework
The following charts gives an overview of the conformance scores granted to the Business Process Framework Level 3 processes presented in scope for Tunisie Telecom GNOC, Business Process Framework Assessment.
E2E Trouble Ticket to Solution – Conformance Result Summary
E2E GNOC Security Management – Conformance Result Summary
E2E Software Change Management [1/2] – Conformance Result Summary
E2E Software Change Management [2/2] – Conformance Result Summary
E2E International Operator Management – Conformance Result Summary
E2E Work Order Management – Conformance Result Summary
E2E Continuity Management – Conformance Result Summary
Implementation Conformance Detailed – Business Process Framework
Table 6-1 Business Process Framework: Detailed Conformance Results
Tunisie Telecom Global Network Operations Centre ImplementationFrameworx 13.5 Business Process Framework Conformance Results |
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| eTOM Level 2/Level 3 Processes | Tunisie Telecom E2E Process | Conformance Score | Commentary | |
| Level 2: 1.1.2.2 – Service Configuration & Activation | ||||
| 1.1.2.2.3 – Track & Manage Service Provisioning | International Operator Management | 4.33 | Partial Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process supported alignment criteria with the standard Business Process Framework (eTOM) but with some deviations for the following: – 1.1.2.2.3.3 – Manage Service Provisioning Activity |
|
| 1.1.2.2.7 – Issue Service Orders | International Operator Management | 4.33 | Partial Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process supported alignment criteria with the standard Business Process Framework (eTOM) but with some deviations for the following: – 1.1.2.2.7.3 – Mark Service Order for Special Handling |
|
| 1.1.2.2.8 – Report Service Provisioning | International Operator Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| 1.1.2.2.9 – Close Service Order | International Operator Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| Level 2:1.1.2.3 – Service Problem Management | ||||
| 1.1.2.3.1 – Create Service Trouble Report | Trouble Ticket to Solution | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| 1.1.2.3.2 – Diagnose Service Problem | Trouble Ticket to Solution | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| 1.1.2.3.3 – Correct & Resolve Service Problem | Trouble Ticket to Solution | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| 1.1.2.3.4 – Track & Manage Service Problem | Trouble Ticket to Solution International Operator Management |
5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process for the Trouble Ticket to Solution E2E process mapping, fulfilled alignment criteria with the standard Business Process Framework (eTOM). NOTE: Supporting evidence and documentation submitted for the assessment of this process for the International Operator Management E2E process mapping, partially fulfilled alignment criteria with the standard Business Process Framework (eTOM) due to deviations with the following eTOM processes: |
|
| 1.1.2.3.5 – Report Service Problem | Trouble Ticket to Solution & International Operator Management |
5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| 1.1.2.3.6 – Close Service Trouble Report | Trouble Ticket to Solution & International Operator Management |
5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| 1.1.2.3.7 – Survey & Analyze Service Problem | Trouble Ticket to Solution | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process for the Trouble Ticket to Solution E2E process mapping, fulfilled alignment criteria with the standard Business Process Framework (eTOM). NOTE: Supporting evidence and documentation submitted for the assessment of this process for the International Operator Management E2E process mapping, partially fulfilled alignment criteria with the standard Business Process Framework (eTOM) due to deviations with the following eTOM processes: |
|
| Level 2: 1.1.3.1 – RM&O Support & Readiness | ||||
| 1.1.3.1.5 – Manage Resource Inventory | Software Change Management | 3.67 | Partial Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process supported alignment criteria with the standard Business Process Framework (eTOM) but with some deviations for the following: – 1.1.3.1.5.3 – Track and Monitor Resource Repository Capabilities – 1.1.3.1.5.4 – Identify Repository Issues and Provide Reports and Warnings |
|
| Level 2: 1.1.3.2 – Resource Provisioning | ||||
| 1.1.3.2.2 – Configure & Activate Resource | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| 1.1.3.2.3 – Test Resource | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| 1.1.3.2.5 – Track & Manage Resource Provisioning | International Operator Management & Work Order Management |
4.25 | Partial Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process supported alignment criteria with the standard Business Process Framework (eTOM) but with some deviations for the following: – 1.1.3.2.5.3 – Manage Resource Provisioning Activity – 1.1.3.2.5.4 – Update Resource Repository |
|
| 1.1.3.2.6 – Report Resource Provisioning | International Operator Management & Work Order Management |
5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| 1.1.3.2.7 – Close Resource Order | International Operator Management & Work Order Management |
5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| 1.1.3.2.8 – Issue Resource Orders | International Operator Management & Work Order Management |
4.17 | Partial Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process supported alignment criteria with the standard Business Process Framework (eTOM) but with some deviations for the following: – 1.1.3.2.8.2 – Create Resource Orders – 1.1.3.2.8.3 – Mark Resource Order for Special Handling |
|
| Level 2: 1.1.3.3 – Resource Trouble Management | ||||
| 1.1.3.3.1 – Survey & Analyze Resource Trouble | Trouble Ticket to Solution | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process for the Trouble Ticket to Solution E2E process mapping, fulfilled alignment criteria with the standard Business Process Framework (eTOM). NOTE: Supporting evidence and documentation submitted for the assessment of this process for the International Operator Management E2E process mapping, partially fulfilled alignment criteria with the standard Business Process Framework (eTOM) due to deviations with the following eTOM processes: |
|
| 1.1.3.3.2 – Localize Resource Trouble | Trouble Ticket to Solution | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| 1.1.3.3.3 – Correct & Resolve Resource Trouble | Trouble Ticket to Solution | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| 1.1.3.3.4 – Track & Manage Resource Trouble | Trouble Ticket to Solution | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process for the Trouble Ticket to Solution E2E process mapping, fulfilled alignment criteria with the standard Business Process Framework (eTOM). NOTE: Supporting evidence and documentation submitted for the assessment of this process for the International Operator Management E2E process mapping, partially fulfilled alignment criteria with the standard Business Process Framework (eTOM) due to deviations with the following eTOM processes: |
|
| 1.1.3.3.5 – Report Resource Trouble | Trouble Ticket to Solution & International Operator Management |
5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| 1.1.3.3.6 – Close Resource Trouble Report | Trouble Ticket to Solution & International Operator Management |
5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| 1.1.3.3.7 – Create Resource Trouble Report | Trouble Ticket to Solution | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| Level 2: 1.2.3.1 – Resource Strategy & Planning | ||||
| 1.2.3.1.1 – Gather & Analyze Resource Information | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| 1.2.3.1.2 – Manage Resource Research | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| 1.2.3.1.3 – Establish Resource Strategy & Architecture | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| 1.2.3.1.4 – Define Resource Support Strategies | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| 1.2.3.1.5 – Produce Resource Business Plans | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.2.3.1.6 – Develop Resource Partnership Requirements | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.2.3.1.7 – Gain Enterprise Commitment to Resource Plans | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| Level 2: 1.2.3.2 – Resource Capability Delivery | ||||
| 1.2.3.2.1 – Map & Analyze Resource Requirements | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
|
| 1.2.3.2.2 – Capture Resource Capability Shortfalls | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.2.3.2.3 – Gain Resource Capability Investment Approval | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.2.3.2.4 – Design Resource Capabilities | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.2.3.2.5 – Enable Resource Support & Operations | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.2.3.2.6 – Manage Resource Capability Delivery | Software Change Management | 4.75 | Partial Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process supported alignment criteria with the standard Business Process Framework (eTOM) but with some deviations for the following: – 1.2.3.2.6.3 – Manage Commissioning of New Resource Infrastructure |
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| 1.2.3.2.7 – Manage Handover to Resource Operations | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| Level 2: 1.2.3.3 – Resource Development & Retirement | ||||
| 1.2.3.3.2 – Assess Performance of Existing Resources | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.2.3.3.3 – Develop New Resource Business Proposal | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.2.3.3.4 – Develop Detailed Resource Specifications | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.2.3.3.5 – Manage Resource Development | Software Change Management | 3.80 | Partial Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process supported alignment criteria with the standard Business Process Framework (eTOM) but with some deviations for the following: – 1.2.3.3.5.1 – Identify Required Processes & Procedures for Resources – 1.2.3.3.5.2 – Develop Required Processes & Procedures for Resources – 1.2.3.3.5.5 – Produce Supporting Documentation & Training Packages for Resources |
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| 1.2.3.3.6 – Manage Resource Deployment | Software Change Management | 4.00 | Partial Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process supported alignment criteria with the standard Business Process Framework (eTOM) but with some deviations for the following: – 1.2.3.3.6.1 – Manage Resource Process & Procedure Implementation – 1.2.3.3.6.2 – Manage Resource Operational Staff Training |
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| 1.2.3.3.7 – Manage Resource Exit | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| Level 2: 1.2.4.2 – Supply Chain Capability Delivery | ||||
| 1.2.4.2.1 – Determine the Sourcing Requirements | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.2.4.2.2 – Determine Potential Suppliers/Partners | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.2.4.2.3 – Manage the Tender Process | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.2.4.2.4 – Gain Tender Decision Approval | Software Change Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| Level 2: 1.3.2.1 – Business Continuity Management | ||||
| 1.3.2.1.1 – Co-ordinate Business Continuity | Continuity Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.3.2.1.2 – Plan Business Continuity | Continuity Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.3.2.1.3 – Plan Infrastructure Recovery | Continuity Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.3.2.1.4 – Plan Serious Incident Management | Continuity Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.3.2.1.5 – Manage Business Continuity Methodologies | Continuity Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| Level 2: 1.3.2.2 – Security Management | ||||
| 1.3.2.2.1 – Manage Proactive Security Management | GNOC Security Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.3.2.2.2 – Monitor Industry Trends for Security Management | GNOC Security Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.3.2.2.3 – Define Secuirty Management Policies & Procedures | GNOC Security Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.3.2.2.4 – Assist with Security Mangement Deployment | GNOC Security Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.3.2.2.5 – Manage Reactive Security Management | GNOC Security Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.3.2.2.6 – Detect Potential Security Threats & Violations | GNOC Security Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.3.2.2.7 – Investigate Potential Security Threats & Violations | GNOC Security Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.3.2.2.8 – Define Security Management Prevention | GNOC Security Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.3.2.2.9 – Define Monitoring to Facilitate Security Management | GNOC Security Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.3.2.2.10 – Define Security Management Analysis | GNOC Security Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.3.2.2.11 – Define Security Management policies & procedures to facilitate detection incidents | GNOC Security Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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| 1.3.2.2.12 – Define Incident Management policies and procedures | GNOC Security Management | 5 | Full Conformance Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
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