ConceptWave has been acquired by Ericsson.
Product Title: ConceptWave OrderCare® & Rapid CRM
Product Version: Release 6
Frameworx Version: Version 10
Business Process Framework version: Version 8.0
Information Framework version: Version 9.0
Assessment Completion Date: November 2011
Detailed Certification Results: Business Process Framework (eTOM); Information Framework (SID)
Product Overview
ConceptWave Rapid CRM™ portfolio spans Customer Lifecycle Management (CLM) – designed to enhance the CSP subscriber experience, quickly monetizing product lines within record SLAs. Rapid CRM Portfolio fulfills a ‘white-space’ that is poorly served by incumbent CRM and billing suppliers with capabilities to manage customer information, customer service registry, and customer self- or agent-based fulfillment.
ConceptWave Order Care® portfolio spans Product Lifecycle Management (PLM) – With shorter product lifetimes, shrinking ARPU, competition from new non-traditional entrants, and multiple sales channels to market, traditional B/OSS systems are insufficient. From inception to retirement, our proven end-to-end Catalog solution enables the creation of products and offers customers they demand, with pre-configured templates and rules to get you quickly started, then easily customized by you to target specific needs – launching in record time.
ConceptWave Order Care® portfolio also spans Order Lifecycle Management (OLM) – Provides an integrated approach to order and service fulfillment by abstracting and consolidating the large numbers of customer orders and workflow processes that are part of the CSP B/OSS delivery environment, enabling complete handling of order – from entry to delivery.
The product Portfolios are able to leverage a common Service Delivery Environment (SDE), which provides a proven and robust Runtime, Configuration Environment, Integration Adapters, and Management Utilities. Utilizing a common SDE, reduces Time-to-Revenue, reduces errors, increases productivity, and provides the best Return-on-Investment.
Business Process Framework version: 8.0
TM Forum has reviewed and approved the self-certification of the product listed here against Business Process Framework (eTOM) version 8.0 processes elements. Each process element was measured using the Business Process Framework (eTOM) compliance scale.
Scope of Assessment – Business Process Framework Footprint
The following figure represents Business Process Framework Level 2 processes that were presented in scope for the assessment, and the textual callouts represent the modules of the ConceptWave Order Care® & Rapid CRM Product that were assessed and support the corresponding eTOM processes.
Business Process Framework Release 8.0
Product Conformance – Summary
The following chart gives an overview of the conformance scores granted to the Business Process Frameworx Level 2 & Level 3 processes presented in scope for the ConceptWave OrderCare® & Rapid CRM Business Process Framework Assessment.
Business Process Framework Conformance Result Level 2 & Level Processes
Solution Conformance – with Comments
The following table gives details of the conformance scores granted to the Business Process Frameworx Level 2 & Level 3 processes presented in scope for the ConceptWave OrderCare® & Rapid CRM Business Process Framework Assessment.
| Assessed eTOM Conformance | ||
| eTOM Process Element |
Conformance Level | Comment |
|
Within Level 1: |
N/A (Level 1 Processes |
The following Level 2 process elements were submitted in scope for this Level 1 process: |
|
Within Level 2: |
Scope |
Partially Conformant These processes represent 2 of 14 processes defined for this Level 2 process. Not all contained Level 3 process elements are in scope for the assessment. Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.1.1.10 – Manage Customer Inventory | Scope Fully Conformant (5) |
Conformant
Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.1.1.11 – Manage Product Offering Inventory | Scope Fully Conformant (5) |
Conformant
Note that the support provided can involve manual action facilitated by the automated support. |
| Within Level 2: 1.1.1.2 Customer Interface Management |
Scope Partially Conformant (2) |
Partially Conformant
The following Level 3 process were assessed for conformance: These processes represent 2 of 4 processes defined for this Level 2 process. Not all contained Level 3 process elements are in scope for the assessment. Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.1.2.1 – Manage Contact | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details. |
| 1.1.1.2.2 – Manage Request (Including Self Service) | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details. |
| Within Level 2: 1.1.1.4 Selling |
Scope Partially Conformant (2) |
Partially Conformant
The following Level 3 process were assessed for conformance: These processes represent 5 of 7 processes defined for this Level 2 process. Not all contained Level 3 process elements are in scope for the assessment. Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.1.4.1 – Manage Prospect | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details. |
| 1.1.1.4.2 – Qualify Opportunity | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details. |
| 1.1.1.4.3 – Negotiate Sales/Contract | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details. |
| 1.1.1.4.4 – Acquire Customer Data | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details. |
| 1.1.1.4.5 – Cross/Up Selling | Scope Fully Conformant (5) |
Conformant See the Process Mapping descriptions in Chapter 3 for further details. |
| Within Level 2: 1.1.1.5 Order Handling |
Scope Fully Conformant (3) |
Conformant
The following Level 3 process were assessed for conformance: These processes represent 7 of 7 processes defined for this Level 2 process. All contained Level 3 process elements are in scope for the assessment. Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.1.5.1 – Determine Customer Order Feasibility | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details. |
| 1.1.1.5.2 – Authorize Credit | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details |
| 1.1.1.5.4 – Track & Manage Customer Order Handling | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details |
| 1.1.1.5.5 – Complete Customer Order | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details |
| 1.1.1.5.6 – Issue Customer Orders | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details |
| 1.1.1.5.7 – Report Customer Order Handling | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details |
| 1.1.1.5.8 – Close Customer Order | Scope Fully Conformant (5) |
Conformant See the Process Mapping descriptions in Chapter 3 for further details |
| Within Level 1: 1.1.2 – Service Management & Operations |
N/A
(Level 1 Processes
|
The following Level 2 process elements were submitted in scope for this Level 1 process:
1.1.2.2 – Service Configuration & Activation |
| Within Level 2: 1.1.2.2 – Service Configuration & Activation |
Scope Partially Conformant (2) |
Partially Conformant
The following Level 3 process were assessed for conformance: These processes represent 5 of 9 processes defined for this Level 2 process. Not all contained Level 3 process elements are in scope for the assessment. Note that the support provided can involve manual action facilitated by the automated support. |
| 1.1.2.2.3 – Track & Manage Service Provisioning | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details. |
| 1.1.2.2.4 – Implement, Configure & Activate Service | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details. |
| 1.1.2.2.7 – Issue Service Orders | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details. |
| 1.1.2.2.8 – Report Service Provisioning | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details. |
| 1.1.2.2.9 – Close Service Order | Scope Fully Conformant (5) |
Conformant See the Process Mapping descriptions in Chapter 3 for further details. |
| Within Level 1: 1.2.1 – Marketing & Offer Management |
N/A
(Level 1 Processes
|
The following Level 2 process elements were submitted in scope for this Level 1 process:
1.2.1.5 Product & Offer Development & Retirement |
| Within Level 2: 1.2.1.5 Product & Offer Development & Retirement |
Scope Partially Conformant (2) |
Partially Conformant
The following Level 3 process were assessed for conformance: These processes represent 3 of 8 processes defined for this Level 2 process. Not all contained Level 3 process elements are in scope for the assessment. Note that the support provided can involve manual action facilitated by the automated support. |
| 1.2.1.5.5 – Develop Detailed Product Specifications | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details. |
| 1.2.1.5.6 – Manage Product Development | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details. |
| 1.2.1.5.7 – Launch New Products | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details. |
| Within Level 1: 1.2.2 – Service Development & Management |
N/A
(Level 1 Processes
|
The following Level 2 process elements were submitted in scope for this Level 1 process:
1.2.2.3 Service Development & Retirement Process Mapping |
| Within Level 2: 1.2.2.3 Service Development & Retirement Process Mapping |
Scope Partially Conformant (2) |
Partially Conformant
The following Level 3 process were assessed for conformance: These processes represent 1 of 7 processes defined for this Level 2 process. Not all contained Level 3 process elements are in scope for the assessment. Note that the support provided can involve manual action facilitated by the automated support. |
| 1.2.2.3.4 – Develop Detailed Service Specifications | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details. |
| Within Level 1: 1.2.3 – Resource Development & Management |
N/A
(Level 1 Processes |
The following Level 2 process elements were submitted in scope for this Level 1 process:
1.2.3.3 Resource Development & Retirement Process Mapping |
| Within Level 2: 1.2.3.3 Resource Development & Retirement Process Mapping |
Scope Partially Conformant (2) |
Partially Conformant
The following Level 3 process were assessed for conformance: These processes represent 1 of 7 processes defined for this Level 2 process. Not all contained Level 3 process elements are in scope for the assessment. Note that the support provided can involve manual action facilitated by the automated support. |
| 1.2.3.3.4 – Develop Detailed Resource Specifications | Scope Fully Conformant (5) |
Conformant Note that the support provided can involve manual action facilitated by the automated support. See the Process Mapping descriptions in Chapter 3 for further details. |
Report Misuse: Frameworx conformance is an important part of enabling the communications industry maintain profitability as it migrates to new services and new business models. Gaining the conformance mark represents a significant investment by both suppliers and service providers. If you feel a company is misusing the conformance mark then please let us know at[email protected].
Disclaimer: TeleManagement Forum has conducted no independent testing of the product for compliance with its frameworks or standards. Such testing has solely been conducted by the supplier or seller of the product and has been self-certified by the supplier or seller for adherence to the TeleManagement Forum framework or standard in question. Accordingly, under no circumstances will TeleManagement Forum be liable for any direct or indirect damages or any costs or losses resulting from the the use or reliance by any party of or upon such certification.