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Company: Atheeb Holding
Product Title: ANTOMS
Product Version: Version 10
Frameworx Version: Version 11.5
Business Process Framework Version: Version 9.0
Assessment Completion Date: March 2012
Detailed Certification Report: Atheeb Holding ANTOMS Framework 11.5 Conformance Report
Business Process Framework Assessment Summary
TM Forum has reviewed and approved the self-certification of the product listed here against Business Process Framework (eTOM) version 9.0 processes elements. Each process element was measured using the Business Process Framework (eTOM) compliance scale.
Scope of Assessment – Business Process Framework Footprint
The following figures represent Business Process Framework Level 2 processes that were presented in scope for the assessment, and the textual callouts represent the modules of the Atheeb Holding ANTOMS Product that were assessed and support the corresponding eTOM processes.
Business Process Framework Assessment Scope – Operations
Product Conformance Summary – Business Process Framework
The following charts give an overview of the conformance scores granted to the Business Process Framework Level 2 & Level 3 processes presented in scope for the Atheeb Holding ANTOMS Product Business Process Framework Assessment.
Atheeb Holding ANTOMS Product: Business Process Framework Level 2 & 3 Process Conformance
Product Conformance Detailed – Business Process Framework
AISC ANTOMS: Business Process Framework Conformance Results |
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| eTOM Process Element |
Conformance Level | Comment |
| Within Level 1: 1.1.1 – Customer Relationship Management |
N/A (Level 1 Processes are not assessed) |
The following Level 2 process elements were submitted in scope for this Level 1 process: 1.1.1.5 – Order Handling |
| Within Level 2: 1.1.1.5 – Order Handling |
Partially Conformant (2) |
Partially Conformant
The following Level 3 processes were assessed for conformance: These processes represent the full scope (7 out of 7) level 3 processes defined within this Level 2 process. Some of the level 3 processes in scope achieved only a partially conformant score, this resulted in the parent level 2 process being partially conformant also. Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.1.5.1 Determine Customer Order Feasibility | Fully Conformant (5) |
Fully Conformant
Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
| 1.1.1.5.2 Authorize Credit | Not Assessed (0) |
Not Assessed
|
| 1.1.1.5.4 Track & Manage Customer Order Handling | Fully Conformant (5) |
Fully Conformant
Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
| 1.1.1.5.5 Complete Customer Order | Fully Conformant (5) |
Fully Conformant
Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
| 1.1.1.5.6 Issue Customer Order | Partially Conformant (4) |
Partially Conformant
Supporting Evidence submitted along for the assessment of the “Issue Customer Order” process demonstrated predominantly good support and alignment to the majority of implied tasks in the Business Process Framework (eTOM); there was one aspect which was found to be lacking full support, namely: the handling of pertinent customer requests from the Selling processes which result in requests for customer provisioning activity to satisfy customer problem restoration activities, or alleviate customer performance issues, etc. Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.1.5.7 Report Customer Order Handling | Fully Conformant (5) |
Fully Conformant
Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
| 1.1.1.5.8 Close Customer Order | Fully Conformant (5) |
Fully Conformant
Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). Note that the support provided can involve manual action facilitated by the automated support. |
| Within Level 1: 1.1.2 – Service Management & Operations |
N/A (Level 1 Processes are not assessed) |
The following Level 2 process elements were submitted in scope for this Level 1 process: 1.1.2.1 – SM&O Support & Readiness 1.1.2.2 – Service Configuration & Activation |
| Within Level 2: 1.1.2.1 SM&O Support & Readiness |
Partially Conformant (2) |
Partially Conformant
The following Level 3 processes were assessed for conformance: These processes represent the full scope (5 out of 5) level 3 processes defined for this Level 2 process. Some of the level 3 processes in scope had a partial conformance result, therefore their parent level 2 process score displays partial conformance as well. Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.2.1.1 – Manage Service Inventory | Partially Conformant (4) |
Partially Conformant
In general, the Evidence documentation that was submitted in support of this assessment demonstrated a predominant alignment with the standard Business Process Framework (eTOM); nevertheless there are some tasks that are only partially supported, for instance in terms of maintaining the association between customer purchased product offering instances and service instances. Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 1.2 for further details. |
| 1.1.2.1.2 – Enable Service Configuration & Activation | Partially Conformant (4) |
Partially Conformant
Supporting Evidence submitted along for the assessment of this “Manage Service Inventory” process against the “eTOM” standard demonstrated overall good support and alignment to the majority of implied tasks; nevertheless some aspects such as forecasting service infrastructure volume requirements, capacity planning for the deployment of service infrastructure and monitoring of organizational support for the deployment and operation of infrastructure appeared to have less strong support from the application. Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.2.1.3 – Support Service Problem Management | Not Assessed (0) |
Not Assessed
|
| 1.1.2.1.4 – Enable Service Quality Management | Partially Conformant (4) |
Partially Conformant
Supporting Evidence submitted along for the assessment of the “Enable Service Quality Management” process demonstrated predominantly fair support and alignment to the majority of implied tasks; some aspects were found slightly misaligned or having less strong support, namely: Undertaking proactive monitoring regimes to ensure ongoing performance, undertaking trend analysis and reporting on service infrastructure performance, managing data collection scheduling for proactively supporting performance and service quality management; proactive management of service quality control plans and service quality notification facilities. Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.2.1.5 – Support Service & Specific Instance Rating | Not Assessed (0) |
Not Assessed
|
| Within Level 2: 1.1.2.2 – Service Configuration & Activation |
Partially Conformant (2) |
Partially Conformant The following Level 3 processes were assessed for conformance: 1.1.2.2.1 Design Solution 1.1.2.2.10 Recover Solution 1.1.2.2.2 Allocate Specific Service Parameters to Services 1.1.2.2.3 Track & Manage Service Provisioning 1.1.2.2.4 Implement, Configure & Activate Service 1.1.2.2.5 Test Service End to End 1.1.2.2.7 Issue Service Orders 1.1.2.2.8 Report Service Provisioning 1.1.2.2.9 Close Service Order These processes represent the full scope (9 out of 9) of level 3 processes defined within this Level 2 process. The two level 3 processes in scope for assessment resulted in full conformance with the Business Process Framework (eTOM) with no deviations found. Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.2.2.1 Design Solution | Partially Conformant (4) |
Partially Conformant
Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) with some marginal deviations. Note that some of the support provided involves manual interaction; in some cases such support is facilitated by available automated support. |
| 1.1.2.2.2 Allocate Specific Service Parameters to Services |
Fully Conformant (5) |
Fully Conformant
Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
| 1.1.2.2.3 Track & Manage Service Provisioning | Fully Conformant (5) |
Fully Conformant
Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.2.2.4 Implement, Configure & Activate Service | Fully Conformant (5) |
Fully Conformant
Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.2.2.5 Test Service End to End |
Partially Conformant (4) |
Partially Conformant Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) with some marginal deviations. Note that some of the support provided involves manual interaction; in some cases such support is facilitated by available automated support. |
| 1.1.2.2.7 Issue Service Orders | Fully Conformant (5) |
Fully Conformant
Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
| 1.1.2.2.8 Report Service Provisioning | Fully Conformant (5) |
Fully Conformant
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 |
Fully Conformant (5) |
Fully Conformant
Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). |
| 1.1.2.2.10 Recover Solution | Fully Conformant (5) |
Fully Conformant
Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). Note that the support provided can involve manual action facilitated by the automated support. |
| Within Level 1: 1.1.3 – Resource Management & Operations |
N/A (Level 1 Processes are not assessed) |
The following Level 2 process elements were submitted in scope for this Level 1 process: 1.1.3.7 – Workforce Management |
| Within Level 2: 1.1.3.7 – Workforce Management |
Fully Conformant (3) |
Fully Conformant
The following Level 3 processes were assessed for conformance: These processes represent the full scope (8 out of 8) level 3 processes defined within this Level 2 process. All the level 3 processes in scope were assessed for conformance against the Business Process Framework (eTOM); all these L3 processes achieved full conformance scores, therefore their parent level 2 process achieved full conformance as well. Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.3.7.1 Manage Appointment Schedule | Fully Conformant (5) |
Fully Conformant
Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.3.7.2 Assign Work Order | Fully Conformant (5) |
Fully Conformant
Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.3.7.3 Track & Manage Work Order |
Fully Conformant (5) |
Fully Conformant
Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.3.7.4 Plan and Forecast Workforce | Fully Conformant (5) |
Fully Conformant
Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.3.7.5 Administer Workforce | Fully Conformant (5) |
Fully Conformant
Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.3.7.6 Report Manage Workforce |
Fully Conformant (5) |
Fully Conformant
Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.3.7.7 Close Work Order | Fully Conformant (5) |
Fully Conformant
Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.3.7.8 Issue Work Order | Fully Conformant (5) |
Fully Conformant
Supporting Evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM). Note that the support provided can involve manual action facilitated by the automated support. |
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