Within Level 1: 
1.1.1 Customer Relationship Management

See detailed comments against Level 3 processes later

Within Level 2:
1.1.1.6 Problem Handling

See detailed comments against Level 3 processes later

1.1.1.6.1 Isolate Customer Problem

Root cause analysis is handled through manual activity based on the problem characteristics. Automated activity is focused on support for this, and communication to other parts of the: system

1.1.1.6.2 Report Customer Problem

Management reporting is focused on audit trails.

1.1.1.6.3 Track & Manage Customer Problem

Problem Handling process support is focused on trouble ticket operation, and the TT mechanism also supports service and network problems, and links all these where appropriate.

Escalation involves manual activity and this can be tracked through the TT mechanism.

Interaction with Suppliers/Partners is not supported.

1.1.1.6.4 Close Customer Problem Report

Closure following confirmation of customer satisfaction is handled manually.

1.1.1.6.5 Create Customer Problem Report

Problem Handling process support is focused on trouble ticket operation, and the trouble ticket can be created manually or automatically.

1.1.1.6.6 Correct & Recover Customer Problem

Manual activity may be involved for isolating or fixing network problems, where relevant reconfiguration or repair action is not supported automatically. Automatic recovery is supported in some cases. Results are notified in both situations.

The requirement for “educational interaction” is handled manually.

Within Level 2:
1.1.1.5 Order Handling

See detailed comments against Level 3 processes later

1.1.1.5.1 Determine Customer Order Feasibility

Customized product offerings are supported by adjusting the parameters of standard product offerings, and through combination or decomposition of standard product offerings to construct customized product offerings to meet customer’s customized requirements. This is done manually, by matching customer requirements through the business knowledge of the manual operator, using automated support concerning inventory and other information.

1.1.1.5.2 Authorize Credit

Middleware supports a Credit Check API that can be invoked manually, or invoked by any process/function that requires this.

Initiating a credit check is started manually and authorizing credit and credit terms in accordance with established enterprise risk and policy guidelines also is also done manually.

1.1.1.5.4 Track & Manage Customer Order Handling

This is realized through middleware that links component systems, and uses a workflow engine to progress end-to-end tracking and processing of customer orders.

Customer order status is modified by monitoring activities through systems dealing with provisioning, billing, inventory etc. If the activity fails in one system, the fail information will be added to the customer order, and if this prevents the order being completed, it is cancelled. If all customer provisioning activities are finished successfully, the customer order status is modified to indicate completion of a customer order.

Track & Manage Customer Order Handling would be realized by automated manner under middleware control.

Escalation and jeopardy handling involves manual activity.

Modifications to customer orders are not supported.

Interaction with Suppliers/Partners is not supported.

1.1.1.5.5 Complete Customer Order

Complete Customer Order is handled by the CRM part of the solution. Service orders are derived from the customer order, and one customer order may be decomposed to one or more service order, Complete Customer Order would be initiated when all service orders related to that customer order are finished.

After all the associated service orders have been finalized, the CSR informs the customer about the result, to let the customer test the product and hen collect customer feedback on satisfaction with the product, The CSR also explains the product features and tells customer how to use the product, and finally checks the accuracy of customer information, then converts the order information into customer information.

All these requirements these work are initiated by the CSR manually, either face to face, or via a call center.

1.1.1.5.6 Issue Customer Orders

Orders can be issued automatically, based on pre-defined rules, but also can be manually issued.

1.1.1.5.7 Report Customer Order Handling

Order status is monitored automatically (and  synchronized amongst the component systems). Management reports and a summaries of the efficiency and effectiveness of the order handling process are generated from this.

1.1.1.5.8 Close Customer Order

 If the order fails, closure is handled manually.

Within Level 1:
1.1.1 Customer Relationship Management

Customer

See detailed comments against Level 3 processes later

Within Level 2:
1.1.1.2 Customer Interface Management

Customer

See detailed comments against Level 3 processes later

1.1.1.2.1 Manage Contact

Customer

1.1.1.2.2 Manage Request (Including Self Service)

Customer

1.1.1.2.3 Analyze & Report on Customer

Customer

1.1.1.2.4 Mediate & Orchestrate Customer Interactions

Customer

Within Level 2:

1.1.1.4 Selling

Customer

1.1.1.4.1 Manage Prospect

Customer

1.1.1.4.2 Qualify Opportunity

Customer

1.1.1.4.3 Negotiate Sales/Contract

Customer

The following parts of the process are not supported:

Depending upon specific circumstances, final agreement from the Service Provider’s perspective may require escalation to, and agreement from, an appropriately delegated manager.

1.1.1.4.4 Acquire Customer Data

Customer

The following parts of the process are not supported:

For non-standard and/or complex sales agreements associated, for instance, with a customer RFP, extensive customer information may be required to plan and roll-out the agreed solution.

1.1.1.4.5 Cross/Up Selling

Customer

1.1.1.4.6 Develop Sales Proposal

Customer

The following parts of the process are not supported:

In all cases, the processes are responsible for ascertaining the customer’s requirements, determining the ability of the enterprise to support the customer requirements, and developing a proposal (or proposals) for the customer which meets the stated requirements. These processes assess the extent of enterprise support required to develop the sales proposal, marshal the necessary support across the enterprise and administer the sales proposal development activity to ensure that any timing constraints associated with eth customer requirements are achieved.

1.1.1.4.7 Manage Sales Accounts

Customer

“Specific interactions with customers for relationship development, product promotion, etc, is typically handled by a customer service representative or equivalent, with the solution providing information and decision support for this.”

Within Level 1: 
1.1.1 Customer Relationship Management

Customer

Within Level 2:
1.1.1.10 Bill Invoice Management

Customer

1.1.1.10.1 Apply Pricing, Discounting, Adjustments & Rebates

Customer

1.1.1.10.3 Produce & Distribute Customer Bill Invoice

Customer

1.1.1.10.2 Create Customer Bill Invoice

Customer

Within Level 2:
1.1.1.11 Bill Payments & Receivables Management

Customer

1.1.1.11.1 Manage Customer Billing

Customer

1.1.1.11.2 Manage Customer Payments

Customer

The following part of the process is not supported:
To the extent that processing of any payments is undertaken internally, i.e. cheque processing, these processes are responsible for managing the operation 

1.1.1.11.3 Manage Customer Debt Collection

Customer

Within Level 2:
1.1.1.12 Bill Inquiry Handling

Customer

1.1.1.12.1 Create Customer Bill Inquiry Report

Customer

The following part of the process is not supported:
and for requesting additional information if required.

1.1.1.12.2 Assess Customer Bill Inquiry Report

Customer

1.1.1.12.3 Authorize Customer Bill Invoice Adjustment

Customer

1.1.1.12.4 Track & Manage Customer Bill Inquiry Resolution

Customer

The following parts of the process are not supported:
when the specific request was related to a false billing event; and 
These processes will co-ordinate all the actions necessary in order to guarantee that all tasks are finished at the appropriate time and in the appropriate sequence.   

1.1.1.12.5 Report Customer Bill Inquiry

Customer

1.1.1.12.6 Close Customer Bill Inquiry Report

Customer

Within Level 2:
1.1.1.13 Charging

Customer

1.1.1.13.1 Perform Rating

Customer

The following parts of the process are not supported:
Service usage records may be associated with a price without consideration of specific product or customer information. Rating may use this price as the charge to the customer

1.1.1.13.2 Apply Rate Level Discounts

Customer

1.1.1.13.3 Aggregate Items For Charging

Customer

Within Level 2:
1.1.1.14 Manage Billing Events

Customer

1.1.1.14.1 Enrich Billing Events

Customer

The following parts of the process are not supported:
A billing event may be assigned a price without consideration of specific product or customer information.

1.1.1.14.2 Guide Billing Events

Customer

1.1.1.14.3 Mediate Billing Events

Customer

1.1.1.14.4 Report Billing Event Records

Customer

Out of scope

Within Level 1: 
1.2.1 Marketing & Offer Management

Market-Sales/Product

 See detailed comments against Level 3 processes later

Within Level 2:
1.2.1.5 Product & Offer Development & Retirement

Product

Detailed Product Specifications processes develop and document the detailed product-related technical, performance. 

Develop and document the detailed product-related technical and customer manuals.

The following provides a summary of support for this process:

The development of detailed product specifications is facilitated by the solution’s interaction with a “human” operator.

The following provides a summary of support for this process:

Launching new products is facilitated by the solution’s interaction with a “human” operator.

identification of sales support and sales channels

Additionally these processes manage the enterprise cross-product pricing approval processes

The following provides a summary of support for this process:

Developing product commercialization strategies is facilitated by the solution’s interaction with a “human” operator.

Develop and implement new or adapted sales processes and/or channels to support new or enhanced products.

Development of sales channels are facilitated by the solution’s interaction with a “human” operator.

The development and implementation may require management of the coordination and integration of existing and new sales processes and channels to ensure effective operations. These processes include the definition of commercialization manpower profile, training program development and sales methods and procedures, compensation plans, identification of product potential customers to each channel and sale method

The following provides a summary of support for this process:

Initial negotiations with the new sales channel, finalization of an agreement, notification of status, and compensation are facilitated by the solution’s interaction with a “human” operator.

The definition of the campaign’s strategy (targeted market segments and products) and all associated arguments and information are facilitated by the solution’s interaction with a “human” operator.

Any particular promotion or campaign may require the coordination of multiple stakeholders to produce and agree a specific message.

The following provides a summary of support for this process:

The selection of messages and campaign channels are facilitated by the solution’s interaction with a “human” operator.

The delivery of messages and the campaign are facilitated by the solution’s interaction with a “human” operator.

The development of product and campaign messages associated the campaign are facilitated by the solution’s interaction with a “human” operator.

The development of collateral ( assumed to be “documentation” referenced in the User Story) associated the campaign is facilitated by the solution’s interaction with a “human” operator.

Based on analysis these processes feedback suggested changes to re-enforce the message or to adapt the message to become more effective.

The following provides a summary of support for this process:

Metrics, monitoring, and reporting are facilitated by the solution’s interaction with a “human” operator.

The processes include any cross-enterprise coordination and management functions to ensure that the selected short list meets the needs of all stakeholders

The following provides a summary of support for this process:

The establishment of qualification criteria, logging prospective partner information, and finalizing the short list are facilitated by the solution’s interaction with a “human” operator.  

The following provides a summary of support for this process:

Finalizing terms (negotiating), approval, and establishment of financial details are facilitated by the solution’s interaction with a “human” operator.

for modifications to previously issued S/P requisition orders

Preparation and cancellation of the requisition are facilitated by the solution’s interaction with a “human” operator.

Receipt, provisioning and acceptance, updating inventory, and reporting and documenting acceptance are facilitated by the solution’s interaction with a “human” operator.

• Assessing and planning the approach to be undertaken for implementation, configuration and activation;
• Re-using standard implementation, configuration and activation processes applicable to specific services;
• Implementing, configuring and reconfiguring specific services,

This purpose is performed through testing the service end-to-end as far as possible.

These processes test specific services against supplier/partner defined test plans, or against test plans developed by the service provider. 

Where appropriate test plans are not available these processes are responsible for developing appropriate test plans.

If these tests succeed, the specific services will be marked as in-service which means the specific services are available for use by customers.

These processes assess the information contained in the customer order, through a service order request, relating to the purchased product offering, initiating service process or supplier/partner initiated request, to determine the associated service orders that need to be issued. 

The issued service order may require a service feasibility assessment or a service design to be produced, may require new provisioning activities for specific services, may require a change to a previously issued service order, or may require deletion and/or recovery of previously delivered specific services. Where, the initiating request or the purchased product offering has a standard set of associated service orders

Creating a record of the relevant initiating request or customer order information and the associated service orders, 

and a specific feasibility assessment and/or service design has been previously created, 

creating a record of the relevant initiating request or customer order information and the associated service orders. 

Where the purchased product offering has special or unusual requirements, and a specific feasibility assessment and/or specific service design has not been previously created, this process marks the issued service order as requiring special handling

These processes record, analyze and assess the service order status changes to provide management reports and any specialized summaries of the efficiency and effectiveness of the overall Service Configuration & Activation process.

These processes record, analyze and assess the service order status changes to provide management reports and any specialized summaries of the efficiency and effectiveness of the overall Service Configuration & Activation process.

Where recovery of services is likely to impact other in-use specific services, this process is responsible for providing appropriate notification of the recovery proposal and ensuring authorization is received to proceed with the recovery plan. 

When recovered, the specific services and/or associated service specific parameters will be marked as unallocated. 

and monitoring, managing and reporting on the capability of the Resource Provisioning processes.

• Forecasting at an operational level resource infrastructure volume requirements and run-out timeframes;
• Managing capacity planning associated with the deployment of new and/or modified resource infrastructure;
• Establishing and monitoring of organizational arrangements to support deployment and operation of new and/or modified resource infrastructure;
• Creating, deploying, modifying and/or upgrading of resource infrastructure deployment support tools (including Resource Inventory) and processes for new and/or modified resource infrastructure;
• Developing and promulgating resource infrastructure capacity deployment rules and controls; A
• uthoring, reviewing and approving operational procedures developed by Resource Development & Management processes prior to resource infrastructure deployment;
• Detecting resource infrastructure operational limitations and/or deployment incompatibilities and providing requirements to address these aspects to Resource Development & Management processes;
• Scheduling, managing, tracking and monitoring of the roll-out, in accordance with approved plans, of the approved new and/or modified resource infrastructure; and reporting on, and version management;
• Reporting on deployed resource infrastructure capacity;
• Tracking and monitoring of the Resource Provisioning Management processes and associated costs (including where resource infrastructure is deployed and managed by third parties), and reporting on the capability of the Resource Provisioning Management processes;
• Establishing and managing resource provisioning notification facilities and lists to support the Resource Provisioning notification and reporting processes; and

The determination of obsolete resource inventory is facilitated by the solution’s interaction with a “human” operator.

• Assessing and planning the approach to be undertaken for configuration and activation;
• Re-use standard configuration and activation processes applicable to specific resources;
• Providing notifications as required if the activation activity requires a planned outage or is likely to initiate false specific resource alarm event notifications;

These processes record, analyze and assess the resource order status changes to provide management reports and any specialized summaries of the efficiency and effectiveness of the overall Resource Provisioning process.

ensure that there is capability (for example, information, materials, systems and resource) 

These processes are responsible for implementing generic and specific changes to customer interfaces. This support could be in updating agent scripts, IVR announcements, Web pages, etc.

such as address formats and post/zip codes structures, systems needed to create bills,

Brief Description:

and manage termination as appropriate 

Extended Description:

The customer relationship is terminated only if actually appropriate, 
records are kept in case the relationship with the customer is re-established, 

Significant customer life-stage events or business decisions by the Service Provider cause one or both parties to terminate the relationship. 

This process is also used to ‘clean-up’ duplicates of customer identifying information that may exist within the organization 

Profile and preference information for terminated customer relationships is archived if acceptable to the customer.