Etiya Telaura – Business Process Framework

Conformance Certification: Etiya Telaura
Company: Etiya
Product Title: Telaura
Product Version: 7.0
Frameworx Version: Version 15.0
Business Process Framework version: Version 15.0
Assessment Completion Date: March 2016
Detailed Certification Report: Etiya Telaura Frameworx 15.0 Conformance Certification 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 15.0 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 green) that were presented in scope for the assessment.

SIP Level 2 processes in scope for Etiya Telaura Assessment

Operations Level 2 processes in scope for Etiya Telaura 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 3 process coverage – Market/Sales Domain

Level 3 process coverage – Product & Customer Domains

Level 3 process coverage – Service, Resource & Engaged Party Domains

Product Conformance Summary – Business Process Framework

The following charts give an overview of the conformance scores granted to the Business Process Framework Level 3 processes presented in scope for Etiya Telaura, Business Process Framework Assessment.

Conformance Result Summary Market/Sales Domain [1/2]

Conformance Result Summary Market/Sales Domain [2/2]

Conformance Result Summary Product Domain

Conformance Result Summary Customer Domain [1/2]

Conformance Result Summary Customer Domain [2/2]

Conformance Result Summary – Service & Resource Domains

Conformance Result Summary – Engaged Party Domain [1/2]

Conformance Result Summary – Engaged Party Domain [2/2]

Product Conformance Detailed – Business Process Framework

Etiya Telaura V7.0 Business Process Framework v15.0 – Conformance Results
Level 2/Level 3 Process		L3 Process Score [L2 Coverage]	Comments
1 – Market/Sales Domain
Level 2: 1.1 – Market Strategy & Policy		[1/5]
	1.1.1 – Gather & Analyze Market Information	Not in scope	This process was not submitted for assessment.
	1.1.2 – Establish Market Strategy	Not in scope	This process was not submitted for assessment.
	1.1.3 – Establish Market Segments	Not in scope	This process was not submitted for assessment.
	1.1.4 – Link Market Segments & Products	5.00	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).
	1.1.5 – Gain Commitment to Marketing Strategy	Not in scope	This process was not submitted for assessment.
Level 2: 1.5 – Sales Development		[1/3]
	1.5.1 – Monitor Sales & Channel Best Practice	Not in scope	This process was not submitted for assessment.
	1.5.2 – Develop Sales & Channel Proposals	Not in scope	This process was not submitted for assessment.
	1.5.3 – Develop New Sales Channels & Processes	4.83	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 Level 3/Level 4 results section in Chapter 4.
Level 2: 1.6 – Product Marketing Communications & Promotion		[6/6]
	1.6.1 – Define Product Marketing Promotion Strategy	5.00	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).
	1.6.2 – Develop Product & Campaign Message	5.00	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).
	1.6.3 – Select Message & Campaign Channels	5.00	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).
	1.6.4 – Develop Promotional Collateral	5.00	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).
	1.6.5 – Manage Message & Campaign Delivery	5.00	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).
	1.6.6 – Monitor Message & Campaign Effectiveness	5.00	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: 1.7 – Market Sales Support & Readiness		[4/4]
	1.7.1 – Support Marketing Fulfillment	4.00	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 Level 3/Level 4 results section in Chapter 4.
	1.7.2 – Support Selling	3.88	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 Level 3/Level 4 results section in Chapter 4.
	1.7.3 – Manage Campaign	4.63	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 Level 3/Level 4 results section in Chapter 4.
	1.7.4 – Manage Sales Inventory	5.00	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: 1.9 – Selling		[5/5]
	1.9.1 – Qualify Opportunity	5.00	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).
	1.9.2 – Negotiate Sales/Contract	5.00	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).
	1.9.3 – Cross/Up Selling	5.00	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).
	1.9.4 – Develop Sales Proposal	5.00	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).
	1.9.5 – Manage Sales Accounts	5.00	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: 1.10 – Marketing Fulfillment Response		[1/1]
	1.10.1 – Issue & Distribute Marketing Collaterals	5.00	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: 1.11 – Contact/Lead/Prospect Management		[2/3]
	1.11.1 – Manage Contact	Not in scope	This process was not submitted for assessment.
	1.11.2 – Track Lead	5.00	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).
	1.11.3 – Manage Prospect	5.00	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).
2 – Product Domain
Level 2: 2.2 – Product & Offer Capability Delivery		[5/6]
	2.2.1 – Define Product Capability Requirements	5.00	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).
	2.2.2 – Capture Product Capability Shortfalls	4.00	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 Level 3/Level 4 results section in Chapter 4.
	2.2.3 – Approve Product Business Case	Not in scope	This process was not submitted for assessment.
	2.2.4 – Deliver Product Capability	4.00	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 Level 3/Level 4 results section in Chapter 4.
	2.2.5 – Manage Handover to Product Operations	4.00	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 Level 3/Level 4 results section in Chapter 4.
	2.2.6 – Manage Product Capability Delivery Methodology	5.00	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: 2.3 – Product & Offer Development & Retirement		[8/8]
	2.3.1 – Gather & Analyze New Product Ideas	3.67	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 Level 3/Level 4 results section in Chapter 4.
	2.3.2 – Assess Performance of Existing Products	4.00	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 Level 3/Level 4 results section in Chapter 4.
	2.3.3 – Develop New Product Business Proposal	3.50	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 Level 3/Level 4 results section in Chapter 4.
	2.3.4 – Develop Product Commercialization Strategy	5.00	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).
	2.3.5 – Develop Detailed Product Specifications	4.25	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 Level 3/Level 4 results section in Chapter 4.
	2.3.6 – Manage Product Development	5.00	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).
	2.3.7 – Launch New Products	5.00	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).
	2.3.8 – Manage Product Exit	4.13	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 Level 3/Level 4 results section in Chapter 4.
Level 2: 2.4 – Product Support & Readiness		[2/2]
	2.4.1 – Support Customer QoS/SLA	5.00	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).
	2.4.2 – Manage Product Offering Inventory	5.00	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).
3 – Customer Domain
Level 2: 3.1 – Customer Support & Readiness		[5/11]
	3.1.1 – Support Customer Interface Management	5.00	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).
	3.1.2 – Support Order Handling	3.82	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 Level 3/Level 4 results section in Chapter 4.
	3.1.3 – Support Problem Handling	3.65	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 Level 3/Level 4 results section in Chapter 4.
	3.1.4 – Support Retention & Loyalty	4.75	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 Level 3/Level 4 results section in Chapter 4.
	3.1.5 – Manage Customer Inventory	4.79	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 Level 3/Level 4 results section in Chapter 4.
	3.1.6 – Support Bill Invoice Management	Not in scope	This process was not submitted for assessment.
	3.1.7 – Support Bill Payments & Receivables Management	Not in scope	This process was not submitted for assessment.
	3.1.8 – Support Bill Inquiry Handling	Not in scope	This process was not submitted for assessment.
	3.1.9 – Support Charging	Not in scope	This process was not submitted for assessment.
	3.1.10 – Support Manage Billing Events	Not in scope	This process was not submitted for assessment.
	3.1.11 – Support Manage Balance	Not in scope	This process was not submitted for assessment.
Level 2: 3.3 – Order Handling		[7/7]
	3.3.1 – Determine Customer Order Feasibility	5.00	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).
	3.3.2 – Authorize Credit	5.00	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).
	3.3.3 – Track & Manage Customer Order Handling	5.00	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).
	3.3.4 – Complete Customer Order	5.00	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).
	3.3.5 – Issue Customer Orders	5.00	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).
	3.3.6 – Report Customer Order Handling	4.67	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 Level 3/Level 4 results section in Chapter 4.
	3.3.7 – Close Customer Order	5.00	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: 3.4 – Customer Management		[4/4]
	3.4.1 – Enable Retention & Loyalty	4.88	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 Level 3/Level 4 results section in Chapter 4.
	3.4.2 – Establish Customer Relationship	5.00	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).
	3.4.3 – Re-establish Customer Relationship	5.00	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).
	3.4.4 – Terminate Customer Relationship	5.00	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: 3.5 – Customer Interaction Management		[9/9]
	3.5.1 – Create Customer Interaction	5.00	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).
	3.5.2 – Update Customer Interaction	5.00	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).
	3.5.3 – Close Customer Interaction	5.00	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).
	3.5.4 – Log Customer Interaction	5.00	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).
	3.5.5 – Notify Customer	5.00	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).
	3.5.6 – Track and Manage Customer Interaction	5.00	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).
	3.5.7 – Report Customer interaction	5.00	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).
	3.5.8 – Authenticate User	5.00	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).
	3.5.9 – Customer Interface Management	5.00	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: 3.6 – Customer Information Management		[5/5]
	3.6.1 – Create Customer Record	5.00	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).
	3.6.2 – Update Customer Data	5.00	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).
	3.6.3 – Notify Customer Data Change	5.00	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).
	3.6.4 – Archive Customer Data	5.00	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).
	3.6.5 – Build a unified customer view	5.00	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: 3.7 – Problem Handling		[6/6]
	3.7.1 – Isolate Customer Problem	5.00	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).
	3.7.2 – Report Customer Problem	4.83	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 for the following Level 4 processes:
	3.7.3 – Track & Manage Customer Problem	5.00	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).
	3.7.4 – Close Customer Problem Report	4.90	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 Level 3/Level 4 results section in Chapter 4.
	3.7.5 – Create Customer Problem Report	5.00	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).
	3.7.6 – Correct & Recover Customer Problem	3.71	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 Level 3/Level 4 results section in Chapter 4.
4 – Service Domain
Level 2: 4.3 – Service Development & Retirement		[1/7]
	4.3.1 – Gather & Analyze New Service Ideas	Not in scope	This process was not submitted for assessment.
	4.3.2 – Assess Performance of Existing Services	Not in scope	This process was not submitted for assessment.
	4.3.3 – Develop New Service Business Proposal	Not in scope	This process was not submitted for assessment.
	4.3.4 – Develop Detailed Service Specifications	5.00	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).
	4.3.5 – Manage Service Development	Not in scope	This process was not submitted for assessment.
	4.3.6 – Manage Service Deployment	Not in scope	This process was not submitted for assessment.
	4.3.7 – Manage Service Exit	Not in scope	This process was not submitted for assessment.
Level 2: 4.5 – Service Configuration & Activation		[4/9]
	4.5.1 – Design Solution	5.00	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).
	4.5.2 – Allocate Specific Service Parameters to Services	5.00	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).
	4.5.3 – Track & Manage Service Provisioning	Not in scope	This process was not submitted for assessment.
	4.5.4 – Implement, Configure & Activate Service	Not in scope	This process was not submitted for assessment.
	4.5.5 – Test Service End-to-End	Not in scope	This process was not submitted for assessment.
	4.5.6 – Issue Service Orders	Not in scope	This process was not submitted for assessment.
	4.5.7 – Report Service Provisioning	Not in scope	This process was not submitted for assessment.
	4.5.8 – Close Service Order	5.00	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).
	4.5.9 – Recover Service	5.00	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).
5 – Resource Domain
Level 2: 5.3 – Resource Development & Retirement		[1/4]
	5.3.1 – Gather & Analyze New Resource Ideas	Not in scope	This process was not submitted for assessment.
	5.3.2 – Assess Performance of Existing Resources	Not in scope	This process was not submitted for assessment.
	5.3.3 – Develop New Resource Business Proposal	Not in scope	This process was not submitted for assessment.
	5.3.4 – Develop Detailed Resource Specifications	5.00	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: 5.6 – Resource Provisioning		[2/8]
	5.6.1 – Allocate & Install Resource	5.00	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).
	5.6.2 – Configure & Activate Resource	Not in scope	This process was not submitted for assessment.
	5.6.3 – Test Resource	Not in scope	This process was not submitted for assessment.
	5.6.4 – Track & Manage Resource Provisioning	Not in scope	This process was not submitted for assessment.
	5.6.5 – Report Resource Provisioning	Not in scope	This process was not submitted for assessment.
	5.6.6 – Close Resource Order	Not in scope	This process was not submitted for assessment.
	5.6.7 – Issue Resource Orders	Not in scope	This process was not submitted for assessment.
	5.6.8 – Recover Resource	5.00	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).
6 – Engaged Party Domain
Level 2: 6.3 – Party Engagement Development & Retirement		[4/4]
	6.3.1 – Establish Party Engagement	5.00	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).
	6.3.2 – Manage Party Engagement	5.00	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).
	6.3.3 – Re-establish Party Engagement	5.00	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).
	6.3.4 – Terminate Party Engagement	5.00	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: 6.5 – Party Agreement Management		[3/5]
	6.5.1 – Negotiate Commercial Arrangements	Not in scope	This process was not submitted for assessment.
	6.5.2 – Gain Approval for Commercial Arrangements	Not in scope	This process was not submitted for assessment.
	6.5.3 – Establish Party Agreement	5.00	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).
	6.5.4 – Manage Party Agreement Variation	5.00	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).
	6.5.5 – Terminate Party Agreement	5.00	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: 6.7 – Party Privacy Management		[1/4]
	6.7.1 – Party Privacy Management Definition	Not in scope	This process was not submitted for assessment.
	6.7.2 – Party Privacy Profile Type Development	Not in scope	This process was not submitted for assessment.
	6.7.3 – Party Privacy Profile Management	Not in scope	This process was not submitted for assessment.
	6.7.4 – Party Privacy Profile Agreement	4.00	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 Level 3/Level 4 results section in Chapter 4.
Level 2: 6.9 – Party Interaction Management		[6/6]
	6.9.1 – Log Party Interaction	5.00	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).
	6.9.2 – Notify Party	5.00	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).
	6.9.3 – Track and Manage Party Interaction	3.50	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 Level 3/Level 4 results section in Chapter 4.
	6.9.4 – Handle Party Interaction (Including Self Service)	5.00	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).
	6.9.5 – Analyze & Report Party Interactions	5.00	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).
	6.9.6 – Mediate & Orchestrate Party Interactions	4.67	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 Level 3/Level 4 results section in Chapter 4.
Level 2: 6.10 – Party Problem Handling		[5/5]
	6.10.1 – Initiate Party Problem	5.00	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).
	6.10.2 – Receive Party Problem	5.00	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).
	6.10.3 – Track & Manage Party Problem Resolution	4.33	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 Level 3/Level 4 results section in Chapter 4.
	6.10.4 – Report Party Problem Resolution	3.88	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 Level 3/Level 4 results section in Chapter 4.
	6.10.5 – Close Party Problem	5.00	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).

For more comprehensive results for the overall Assessment, please access the full Certification Report in the Downloads area below

File name	Type	Downloads
Etiya Telaura Frameworx 15.0 Conformance Certification Report	.pdf	Download
MarketSales Domain Mapping Documents	.rar	Download
Product Domain Mapping Documents	.rar	Download
Customer Domain Mapping Documents	.rar	Download
Service Domain Mapping Documents	.rar	Download
Resource Domain Mapping Documents	.rar	Download
EngagedParty Domain Mapping Documents	.rar	Download

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