Category: (2) TAM Application Type
Application Identifier: 5.3.5
Maturity Level: 4
Overview
Customer Order Tracking & Management provides the
functionality necessary to track and manage the distributed requests decomposed
by Customer Order Distribution.
Functionality
The Customer Order Tracking & Management application
performs the following:
- Oversees the transfer of the distributed requests to
appropriate internal factories, affiliates or partners.
- Tracks the various distributed orders until completed.
- Provides status on overall customer order.
- Raises jeopardies as appropriate if specified dates and
milestones are not met and escalates jeopardies to appropriate management
levels.
- Create and manage customer order worklists. This can
include the need to contact the customer to inform them of a change in the
customer order.
- Completes the customer order when all distributed orders
have been completed.
- Sequences distributed order provisioning if required.
- Buffers - Submit an order to be processed at a future
date
- Notifies billing and maintenance when order has been
completed.
The above capabilities needs to be provided in both an
ability to query in real time as well as a publish/subscribe mechanism to enable
the use of the information wherever required.
The Customer Order Tracking & Management overlooks the
orders as a whole and provides:
Maintaining order pool requiring manual intervention
Grouping of order actions if appropriate so they can be
executed synchronously.
Supported Business Services
