Etiya Telaura V3.0 Product Conformance – Business Process Framework (eTOM)

eTOM process element

Conformance Score

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:
1.1.1.2 – Customer Interface Management

Within Level 2:
1.1.1.2 – Customer Interface Management

Fully Conformant
(3)

Fully Conformant
The following Level 3 processes were assessed for conformance:
1.1.1.2.1 Manage Contact
1.1.1.2.2 Manage Request (Including Self Service)
1.1.1.2.3 Analyze & Report on Customer
1.1.1.2.4 Mediate & Orchestrate Customer Interactions
These processes represent the full level 3 process scope (4 out of 4) defined within the 1.1.1.2 – Customer Interface Management (level 2) process, The four 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.

1.1.1.2.1 Manage Contact

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.

1.1.1.2.2 Manage Request (Including Self 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.

1.1.1.2.3 Analyze & Report on Customer

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.

1.1.1.2.4 Mediate & Orchestrate Customer Interactions

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 2:
1.1.1.3 – Marketing Fulfillment Response

Fully Conformant
(3)

Fully Conformant
The following Level 3 processes were assessed for conformance:
1.1.1.3.1 Issue & Distribute Marketing Collaterals
1.1.1.3.2 Track Leads
These processes represent the full level 3 process scope (2 out of 2) defined within the 1.1.1.3 – Marketing Fulfillment Response (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.

1.1.1.3.1 Issue & Distribute Marketing Collaterals

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.

1.1.1.3.2 Track Leads

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 2:
1.1.1.4 – Selling

Fully Conformant
(3)

Fully Conformant
The following Level 3 processes were assessed for conformance:
1.1.1.4.1 Manage Prospect
1.1.1.4.2 Qualify Opportunity
1.1.1.4.3 Negotiate Sales/Contract
1.1.1.4.4 Acquire Customer Data
1.1.1.4.5 Cross/Up Selling
1.1.1.4.6 Develop Sales Proposal
1.1.1.4.7 Manage Sales Accounts
These processes represent the full level 3 process scope (7 out of 7) defined within the 1.1.1.4 – Selling (level 2) process, The seven 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.

1.1.1.4.1 Manage Prospect

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.

1.1.1.4.2 Qualify Opportunity

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.

1.1.1.4.3 Negotiate Sales/Contract

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.

1.1.1.4.4 Acquire Customer Data

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.

1.1.1.4.5 Cross/Up Selling

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.

1.1.1.4.6 Develop Sales Proposal

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.

1.1.1.4.7 Manage Sales Accounts

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 2:
1.1.1.5 – Order Handling

Fully Conformant
(3)

Fully Conformant
The following Level 3 processes were assessed for conformance:
1.1.1.5.1 – Determine Customer Order Feasibility
1.1.1.5.2 – Authorize Credit
1.1.1.5.4 – Track & Manage Customer Order Handling
1.1.1.5.5 – Complete Customer Order
1.1.1.5.6 – Issue Customer Orders
1.1.1.5.7 – Report Customer Order Handling
1.1.1.5.8 – Close Customer Order
These processes represent the full level 3 process scope (7 out of 7) defined within the 1.1.1.5 – Order Handling (level 2) process, The seven 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.

1.1.1.5.1 – 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).
Note that the support provided can involve manual action facilitated by the automated support.

1.1.1.5.2 – Authorize Credit

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.

1.1.1.5.4 – 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).
Note that the support provided can involve manual action facilitated by the automated support.

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).
Note that the support provided can involve manual action facilitated by the automated support.

1.1.1.5.6 – Issue Customer 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).
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).
Note that the support provided can involve manual action facilitated by the automated support.

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 2:
1.1.1.9 – Retention & Loyalty

Fully Conformant
(3)

Fully Conformant
The following Level 3 processes were assessed for conformance:
1.1.1.9.1 – Establish & Terminate Customer Relationship
1.1.1.9.2 – Build Customer Insight
1.1.1.9.3 – Analyze & Manage Customer Risk
1.1.1.9.4 – Personalize Customer Profile for Retention & Loyalty
1.1.1.9.5 – Validate Customer Satisfaction
These processes represent the full level 3 process scope (5 out of 5) defined within the 1.1.1.9 – Retention & Loyalty (level 2) process, The five 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.

1.1.1.9.1 – Establish & Terminate Customer Relationship

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.

1.1.1.9.2 – Build Customer Insight

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.

1.1.1.9.3 – Analyze & Manage Customer Risk

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.

1.1.1.9.4 – Personalize Customer Profile for Retention & Loyalty

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.

1.1.1.9.5 – Validate Customer Satisfaction

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:
1.1.2.2 – Service Configuration & Activation

Within Level 2:
1.1.2.2 – Service Configuration & Activation

Partially Conformant
(2)

Partially Conformant
The following Level 3 processes were assessed for conformance:
1.1.1.2.1 Design Solution
1.1.2.2.2 Allocate Specific Service Parameters to Services
1.1.2.2.10 Recover Service
These processes represent a partial scope in terms of the number of level 3 processes included in scope for this assessment (3 out of 9) defined within the 1.1.2.2 – Service Configuration & Activation (level 2) process. The three level 3 processes included in scope for this assessment resulted in full conformance with the Business Process Framework (eTOM) with no deviations found.

1.1.2.2.1 Design 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.

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).
Note that the support provided can involve manual action facilitated by the automated support.

1.1.2.2.10 Recover 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.

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:
1.1.3.2 – Resource Provisioning

Within Level 2:
1.1.3.2 – Resource Provisioning

Partially Conformant
(2)

Partially Conformant
The following Level 3 processes were assessed for conformance:
1.1.3.2.1 – Allocate & Install Resource
1.1.3.2.9 – Recover Resource
These processes represent a partial scope (2 out of 8 level 3 processes) defined within the 1.1.3.2 – Resource Provisioning (level 2) process which results in Partial Conformance for 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.

1.1.3.2.1 – Allocate & Install Resource

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.

1.1.3.2.9 – Recover Resource

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:
1.2.1 – Marketing & Offer Management

N/A
(Level 1
Processes are not
assessed)

The following Level 2 process elements were submitted in scope for this Level 1 process:
1.2.1.1 – Market Strategy & Policy

Within Level 2:
1.2.1.1 – Market Strategy & Policy

Partially Conformant
(2)

Partially Conformant
The following Level 3 process was assessed for conformance:
1.2.1.1.4 – Link Market Segments & Products
This process represent a partial scope in terms of the number of level 3 processes included in scope for this assessment (1 out of 5) defined within the 1.2.1.1 – Market Strategy & Policy (level 2) process which results in Partial Conformance for this Level 2 process
The Link Market Segments & Products (1.2.1.1.4) level 3 process included in scope for this assessment resulted in full conformance with the Business Process Framework (eTOM) with no deviations found.

1.2.1.1.4 – Link Market Segments & Products

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 2:
1.2.1.5 – Product & Offer development & Retirement

Partially Conformant
(2)

Partially Conformant
The following Level 3 processes were assessed for conformance:
1.2.1.5.4 – Develop Product Commercialization Strategy
1.2.1.5.5 – Develop Detailed Product Specifications
1.2.1.5.7 – Launch New Products
1.2.1.5.8 – Manage Product Exit
These processes represent a partial scope (4 out of a total of 8 level 3 processes) defined within the 1.2.1.5 – Product & Offer Development & Retirement (level 2) process which results in Partial Conformance for this Level 2 process.
The four 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.

1.2.1.5.4 – Develop Product Commercialization Strategy

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.

1.2.1.5.5 – Develop Detailed Product Specifications

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.

1.2.1.5.7 – Launch New Products

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.

1.2.1.5.8 – Manage Product Exit

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 2:
1.2.1.6 – Sales Development

Partially Conformant
(2)

Partially Conformant
The following Level 3 process was assessed for conformance:
1.2.1.6.3 – Develop New Sales Channels & Processes
This process represent a partial scope in terms of the number of level 3 processes included in scope for this assessment (1 out of 3) defined within the 1.2.1.6 – Sales Development (level 2) process. The Develop New Sales Channels & Processes (1.2.1.6.3) level 3 process included in scope for this assessment resulted in full conformance with the Business Process Framework (eTOM) with no deviations found.

1.2.1.6.3 – Develop New Sales Channels & Processes

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 2:
1.2.1.7 – Product Marketing Communications & Promotion

Fully Conformant
(3)

Fully Conformant
The following Level 3 processes were assessed for conformance:
1.2.1.7.1 – Define Product Marketing Promotion Strategy
1.2.1.7.2 – Develop Product & Campaign Message
1.2.1.7.3 – Select Message & Campaign Channels
1.2.1.7.4 – Develop Promotional Collateral
1.2.1.7.5 – Manage Message & Campaign Delivery
1.2.1.7.6 – Monitor Message & Campaign Effectiveness
These processes represent the full scope (6 out of 6 level 3 processes) defined within the 1.2.1.7 – Product Marketing Communications & Promotion (level 2) process,
The six 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.

1.2.1.7.1 – Define Product Marketing Promotion Strategy

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.

1.2.1.7.2 – Develop Product & Campaign Message

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.

1.2.1.7.3 – Select Message & Campaign Channels

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.

1.2.1.7.4 – Develop Promotional Collateral

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.

1.2.1.7.5 – Manage Message & Campaign Delivery

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.

1.2.1.7.6 – Monitor Message & Campaign Effectiveness

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:
1.2.2 – Service Development & Management

N/A
(Level 1
Processes are not
assessed)

The following Level 2 process elements were submitted in scope for this Level 1 process:
1.2.2.3 – Service Development & Retirement

Within Level 2:
1.2.2.3 – Service Development & Retirement

Partially Conformant
(2)

Partially Conformant
The following Level 3 process was assessed for conformance:
1.2.2.3.4 – Develop Detailed Service Specifications
This process represent a partial scope in terms of the number of level 3 processes included in scope for this assessment (1 out of 7) defined within the 1.2.2.3 – Service Development & Retirement (level 2) process. The Develop Detailed Service Specifications (1.2.2.3.4) level 3 process included in scope for this assessment resulted in full conformance with the Business Process Framework (eTOM) with no deviations found.

1.2.2.3.4 – Develop Detailed Service Specifications

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:
1.2.3 – Resource Development & Management

N/A
(Level 1
Processes are not
assessed)

The following Level 2 process elements were submitted in scope for this Level 1 process:
1.2.3.3 – Resource Development & Retirement

Within Level 2:
1.2.3.3 – Resource Development & Retirement

Partially Conformant
(2)

Partially Conformant
The following Level 3 process was assessed for conformance:
1.2.3.3.4 – Develop Detailed Resource Specifications
This process represent a partial scope in terms of the number of level 3 processes included in scope for this assessment (1 out of 7) defined within the 1.2.3.3 – Resource Development & Retirement (level 2) process. The Develop Detailed Resource Specifications (1.2.3.3.4) level 3 process included in scope for this assessment resulted in full conformance with the Business Process Framework (eTOM) with no deviations found.

1.2.3.3.4 – Develop Detailed Resource Specifications

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.