Etiya Telaura CRM Suite V5.0-Business Process Framework

Company: Etiya
Product Title: Etiya Telaura CRM Suite V5.0
Product Version: V5.0
Frameworx Version: Version 13.0
Business Process Framework version: Version 13.0
Information Framework version: Version 13.0
Assessment Completion Date: May 2014
Detailed Certification Report: Etiya Telaura Version 5.0 Detailed Conformance Report

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 13.0 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.

SIP Level 2 processes in scope for Etiya Telaura CRM Suite Assessment

Operations Level 2 processes in scope for Etiya Telaura CRM Suite 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

Product 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 Etiya Telaura CRM Suite, Business Process Framework Assessment.

Business Process Framework – Conformance Result Summary [1/5]

Business Process Framework – Conformance Result Summary [2/5]

Business Process Framework – Conformance Result Summary [3/5]

Business Process Framework – Conformance Result Summary [4/5]

Business Process Framework – Conformance Result Summary [5/5]

Product Conformance Detailed – Business Process Framework

Etiya Telaura CRM Suite V5.0 Business Process Framework V13.0 – Conformance Results
Business Process Framework Process	Conformance Score	Comment
Level 1: 1.1.1 – Customer Relationship Management
Level 2: 1.1.1.1 – CRM – Support & Readiness [11/17]
1.1.1.1.1 – Support Customer Interface Management	4.8	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) but with some deviations. See Mapping Table for more details.
1.1.1.1.2 – Support Order Handling	4.2	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) but with some deviations. See Mapping Table for more details.
1.1.1.1.3 – Support Problem Handling	4.1	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) but with some deviations. See Mapping Table for more details.
1.1.1.1.5 – Support Retention & Loyalty	4.8	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) but with some deviations. See Mapping Table for more details.
1.1.1.1.6 – Support Marketing Fulfillment	4.5	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) but with some deviations. See Mapping Table for more details.
1.1.1.1.7 – Support Selling	4.1	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) but with some deviations. See Mapping Table for more details.
1.1.1.1.8 – Support Customer QoS/SLA	4.0	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) but with some deviations. See Mapping Table for more details.
1.1.1.1.9 – Manage Campaign	4.8	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) but with some deviations. See Mapping Table for more details.
1.1.1.1.10 – Manage Customer Inventory	4.9	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) but with some deviations. See Mapping Table for more details.
1.1.1.1.11 – Manage Product Offering Inventory	5.0	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).
1.1.1.1.12 – Manage Sales Inventory	5.0	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).
*1.1.1.1.13 – Support Bill Invoice Management*	*N/A*	*This process was not submitted for assessment.*
*1.1.1.1.14 – Support Bill Payments & Receivables Management*	*N/A*	*This process was not submitted for assessment.*
*1.1.1.1.15 – Support Bill Inquiry Handling*	*N/A*	*This process was not submitted for assessment.*
*1.1.1.1.16 – Support Charging*	*N/A*	*This process was not submitted for assessment.*
*1.1.1.1.17 – Support Manage Billing Events*	*N/A*	*This process was not submitted for assessment.*
*1.1.1.1.18 – Support Manage Balance*	*N/A*	*This process was not submitted for assessment.*
Level 2: 1.1.1.3 – Marketing Fulfillment Response [2/2]
1.1.1.3.1 – Issue & Distribute Marketing Collaterals	5.0	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).
1.1.1.3.2 – Track Leads	5.0	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).
Level 2: 1.1.1.4 – Selling [7/7]
1.1.1.4.1 – Manage Prospect	5.0	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).
1.1.1.4.2 – Qualify Opportunity	5.0	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).
1.1.1.4.3 – Negotiate Sales/Contract	5.0	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).
1.1.1.4.5 – Cross/Up Selling	5.0	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).
1.1.1.4.6 – Develop Sales Proposal	4.3	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) but with some deviations. See Mapping Table for more details.
1.1.1.4.7 – Manage Sales Accounts	5.0	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).
Level 2: 1.1.1.5 – Order Handling [7/7]
1.1.1.5.1 – Determine Customer Order Feasibility	5.0	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	4.5	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) but with some deviations. See Mapping Table for more details.
1.1.1.5.4 – Track & Manage Customer Order Handling	5.0	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	5.0	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 Orders	5.0	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).
1.1.1.5.7 – Report Customer Order Handling	4.7	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) but with some deviations. See Mapping Table for more details.
1.1.1.5.8 – Close Customer Order	5.0	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).
Level 2: 1.1.1.16 – Customer Management [4/4]
1.1.1.16.1 – Enable Retention & Loyalty	4.9	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) but with some deviations. See Mapping Table for more details.
1.1.1.16.2 – Establish Customer Relationship	5.0	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).
1.1.1.16.3 – Re-establish Customer Relationship	5.0	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).
1.1.1.16.4 – Terminate Customer Relationship	5.0	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).
Level 2: 1.1.1.17 – Customer Information Management [5/5]
1.1.1.17.1 – Create Customer Record	5.0	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).
1.1.1.17.2 – Update Customer Data	5.0	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).
1.1.1.17.3 – Notify Customer Data Change	5.0	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).
1.1.1.17.4 – Archive Customer Data	5.0	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).
1.1.1.17.5 – Build a unified customer view	5.0	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).
Level 2: 1.1.1.18 – Customer Interaction Management [9/9]
1.1.1.18.1 – Create Customer Interaction	5.0	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).
1.1.1.18.2 – Update Customer Interaction	5.0	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).
1.1.1.18.3 – Close Customer Interaction	5.0	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).
1.1.1.18.4 – Log Customer Interaction	5.0	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).
1.1.1.18.5 – Notify Customer	5.0	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).
1.1.1.18.6 – Track and Manage Customer Interaction	5.0	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).
1.1.1.18.7 – Report Customer Interaction	4.0	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) but with some deviations. See Mapping Table for more details.
1.1.1.18.8 – Authenticate User	5.0	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).
1.1.1.18.9 – Customer Interface Management	4.9	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) but with some deviations. See Mapping Table for more details.
Level 1: 1.1.2 – Service Management & Operations
Level 2: 1.1.2.2 – Service Configuration & Activation [3/9]
1.1.2.2.1 – Design Solution	5.0	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).
1.1.2.2.2 – Allocate Specific Service Parameters to Services	5.0	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*	*N/A*	*This process was not submitted for assessment.*
*1.1.2.2.4 – Implement, Configure & Activate Service*	*N/A*	*This process was not submitted for assessment.*
*1.1.2.2.5 – Test Service End-to-End*	*N/A*	*This process was not submitted for assessment.*
*1.1.2.2.7 – Issue Service Orders*	*N/A*	*This process was not submitted for assessment.*
*1.1.2.2.8 – Report Service Provisioning*	*N/A*	*This process was not submitted for assessment.*
1.1.2.2.9 – Close Service Order	5.0	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 Service	5.0	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).
Level 1: 1.1.3 – Resource Management & Operations
Level 2: 1.1.3.2 – Resource Provisioning [2/8]
1.1.3.2.1 – Allocate & Install Resource	4.7	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) but with some deviations. See Mapping Table for more details.
*1.1.3.2.2 – Configure & Activate Resource*	*N/A*	*This process was not submitted for assessment.*
*1.1.3.2.3 – Test Resource*	*N/A*	*This process was not submitted for assessment.*
*1.1.3.2.5 – Track & Manage Resource Provisioning*	*N/A*	*This process was not submitted for assessment.*
*1.1.3.2.6 – Report Resource Provisioning*	*N/A*	*This process was not submitted for assessment.*
*1.1.3.2.7 – Close Resource Order*	*N/A*	*This process was not submitted for assessment.*
*1.1.3.2.8 – Issue Resource Orders*	*N/A*	*This process was not submitted for assessment.*
1.1.3.2.9 – Recover Resource	5.0	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).
Level 1: 1.2.1 – Marketing & Offer Management
Level 2: 1.2.1.1 – Market Strategy & Policy [1/5]
*1.2.1.1.1 – Gather & Analyze Market Information*	*N/A*	*This process was not submitted for assessment.*
*1.2.1.1.2 – Establish Market Strategy*	*N/A*	*This process was not submitted for assessment.*
*1.2.1.1.3 – Establish Market Segments*	*N/A*	*This process was not submitted for assessment.*
1.2.1.1.4 – Link Market Segments & Products	5.0	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).
*1.2.1.1.5 – Gain Commitment to Marketing Strategy*	*N/A*	*This process was not submitted for assessment.*
Level 2: 1.2.1.5 – Product & Offer Development & Retirement [8/8]
1.2.1.5.1 – Gather & Analyze New Product Ideas	4.0	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) but with some deviations. See Mapping Table for more details.
1.2.1.5.2 – Assess Performance of Existing Products	4.0	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) but with some deviations. See Mapping Table for more details.
1.2.1.5.3 – Develop New Product Business Proposal	4.0	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) but with some deviations. See Mapping Table for more details.
1.2.1.5.4 – Develop Product Commercialization Strategy	4.8	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) but with some deviations. See Mapping Table for more details.
1.2.1.5.5 – Develop Detailed Product Specifications	4.6	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) but with some deviations. See Mapping Table for more details.
1.2.1.5.6 – Manage Product Development	4.5	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) but with some deviations. See Mapping Table for more details.
1.2.1.5.7 – Launch New Products	4.3	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) but with some deviations. See Mapping Table for more details.
1.2.1.5.8 – Manage Product Exit	4.3	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) but with some deviations. See Mapping Table for more details.
Level 2: 1.2.1.6 – Sales Development [1/3]
*1.2.1.6.1 – Monitor Sales & Channel Best Practice*	*N/A*	*This process was not submitted for assessment.*
*1.2.1.6.2 – Develop Sales & Channel Proposals*	*N/A*	*This process was not submitted for assessment.*
1.2.1.6.3 – Develop New Sales Channels & Processes	4.7	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) but with some deviations. See Mapping Table for more details.
Level 2: 1.2.1.7 – Product Marketing Communications & Promotion [6/6]
1.2.1.7.1 – Define Product Marketing Promotion Strategy	5.0	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).
1.2.1.7.2 – Develop Product & Campaign Message	5.0	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).
1.2.1.7.3 – Select Message & Campaign Channels	5.0	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).
1.2.1.7.4 – Develop Promotional Collateral	5.0	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).
1.2.1.7.5 – Manage Message & Campaign Delivery	5.0	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).
1.2.1.7.6 – Monitor Message & Campaign Effectiveness	5.0	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).
Level 1: 1.2.2 – Service Development & Management
Level 2: 1.2.2.3 – Service Development & Retirement [1/7]
*1.2.2.3.1 – Gather & Analyze New Service Ideas*	*N/A*	*This process was not submitted for assessment.*
*1.2.2.3.2 – Assess Performance of Existing Services*	*N/A*	*This process was not submitted for assessment.*
*1.2.2.3.3 – Develop New Service Business Proposal*	*N/A*	*This process was not submitted for assessment.*
1.2.2.3.4 – Develop Detailed Service Specifications	5.0	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).
*1.2.2.3.5 – Manage Service Development*	*N/A*	*This process was not submitted for assessment.*
*1.2.2.3.6 – Manage Service Deployment*	*N/A*	*This process was not submitted for assessment.*
*1.2.2.3.7 – Manage Service Exit*	*N/A*	*This process was not submitted for assessment.*
Level 2: 1.2.3.3 – Resource Development & Retirement [1/7]
*1.2.3.3.1 – Gather & Analyze New Resource Ideas*	*N/A*	*This process was not submitted for assessment.*
*1.2.3.3.2 – Assess Performance of Existing Resources*	*N/A*	*This process was not submitted for assessment.*
*1.2.3.3.3 – Develop New Resource Business Proposal*	*N/A*	*This process was not submitted for assessment.*
1.2.3.3.4 – Develop Detailed Resource Specifications	5.0	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).
*1.2.3.3.5 – Manage Resource Development*	*N/A*	*This process was not submitted for assessment.*
*1.2.3.3.6 – Manage Resource Deployment*	*N/A*	*This process was not submitted for assessment.*
*1.2.3.3.7 – Manage Resource Exit*	*N/A*	*This process was not submitted for assessment.*

Report Misuse: Frameworx conformance is an important part of enabling the communications industry to 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. TM Forum has conducted no independent testing of the solution for conformance with its frameworks or standards. Such testing has solely been conducted by the supplier or seller of the product and has been self-assessed by the supplier or seller for adherence to the TM Forum framework or standard in question. Accordingly, under no circumstances will TM Forum be liable for any direct or indirect damages or any costs or losses resulting from the use or reliance by any party of or upon such certification.

Training & Certification

Business Process Framework Assessment Summary

Scope of Assessment – Business Process Framework Footprint

Product Conformance Summary – Business Process Framework

Product Conformance Detailed – Business Process Framework

Etiya Telaura CRM Suite V5.0

Training & Certification