Huawei Managed Services Unified Platform (MSUP) V2.0- Business Process Framework

Company: Huawei Technologies Co., Ltd
Product Title: Managed Services Unified Platform
Product Version: Version 2.0
Frameworx Version: Version 12.0
Business Process Framework Version: Version 12.0
Assessment Completion Date: January 2013
Detailed Certification Report: Huawei MSUP V2.0 Detailed Conformance Report

Business Process Framework Assessment Summary

TM Forum has reviewed and approved the self-certification of the implementation listed here against Business Process Framework (eTOM) version 12 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 that were presented in scope for the assessment, and the textual callouts represent the components of the Huawei Technologies Managed Services Unified Platform (MSUP) that were assessed and support the corresponding Business Process Framework processes.

Level 2 process coverage for Huawei MSUP (Operations)

Level 2 process coverage for Huawei MSUP (Strategy, Infrastructure & Product)

The following graph identifies the number of Level 3 processes that were submitted for assessment, for each Level 2 process that was submitted in scope for the Assessment.

Level 3 process coverage for Huawei MSUP V2.0 Assessment showing coverage for the contained Level 3 processes

The following graphs provide an overview of the cnformance levels granted to the Level 3 Processes presented in scope for the Huawei Technologies Managed Services Unified Platform (MSUP) Assessment. Each Level 3 process was measured using a Business Process Framework (eTOM) conformance score according to level of Conformance.

Conformance Result Summary [1/6]: 1.1.2 – Service Management & Operations

Conformance Result Summary [2/6]: 1.1.3 – Resource Management & Operations [1/2]

Conformance Result Summary [3/6]: 1.1.3 – Resource Management & Operation [2/2]

Conformance Result Summary [4/6]: 1.1.4 – Supplier/Partner Relationship Management [1/2]

Conformance Result Summary [5/6]: 1.1.4 – Supplier/Partner Relationship Management [2/2]

Conformance Result Summary [6/6]: 1.2.3 – Resource Development & Management

Implementation Conformance Detailed – Business Process Framework

The following table provides a more detailed breakdown of the scores awarded with some additional commentary.

Huawei Technologies Co. Ltd. MSUP V2.0 Detailed Conformance Result
eTOM process element	Conformance Score	Comment
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: 1.1.2.3 – Service Problem Management 1.1.2.4 – Service Quality
Within Level 2: 1.1.2.3 – Service Problem Management	Scope 7/7	The following Level 3 processes were assessed for conformance: 1.1.2.3.1 – Create Service Trouble Report 1.1.2.3.2 – Diagnose Service Problem 1.1.2.3.3 – Correct & Resolve Service Problem 1.1.2.3.4 – Track & Manage Service Problem 1.1.2.3.5 – Report Service Problem 1.1.2.3.6 – Close Service Trouble Report 1.1.2.3.7 – Survey & Analyze Service Problem These processes represent the full level 3 process scope (7 out of 7) defined within the 1.1.2.3 – Service Problem Management (level 2) process.
1.1.2.3.1 – Create Service Trouble Report	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).
1.1.2.3.2 – Diagnose Service Problem	4.7	Partially Conformant One of the constituent L4 tasks in this process (namely 1.1.2.3.2.5 Stop And Start Audit On Services) is not fully supported according to documentation and mappings that were reviewed as part of the conformance assessment process; therefore this L3 process is marked as having a slight deviation from the standard eTOM composition.
1.1.2.3.3 – Correct & Resolve Service Problem	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).
1.1.2.3.4 – Track & Manage Service Problem	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).
1.1.2.3.5 – Report Service Problem	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).
1.1.2.3.6 – Close Service Trouble Report	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).
1.1.2.3.7 – Survey & Analyze Service Problem	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).
Within Level 2: 1.1.2.4 – Service Quality Management	Scope 7/7	The following Level 3 processes were assessed for conformance: 1.1.2.4.1 – Monitor Service Quality 1.1.2.4.2 – Analyze Service Quality 1.1.2.4.3 – Improve Service Quality 1.1.2.4.4 – Report Service Quality Performance 1.1.2.4.5 – Create Service Performance Degradation Report 1.1.2.4.6 – Track & Manage Service Quality Performance Resolution 1.1.2.4.7 – Close Service Performance Degradation Report These processes represent the full level 3 process scope (7 out of 7) defined within the 1.1.2.4 – Service Quality Management (level 2) process.
1.1.2.4.1 – Monitor Service Quality	4.7	Partially Conformant One of the constituent L4 tasks in this process (namely 1.1.2.4.1.3 Correlate Service Performance Event Notifications) is not fully supported according to documentation and mappings that were reviewed as part of the conformance assessment process; therefore this L3 process is marked as having a slight deviation from the standard eTOM composition.
1.1.2.4.2 – Analyze Service Quality	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).
1.1.2.4.3 – Improve Service Quality	4.34	Partially Conformant One of the constituent L4 tasks in this process (namely 1.1.2.4.3.1 Reassign / Reconfigure Service or Service Parameters) is not fully supported according to documentation and mappings that were reviewed as part of the conformance assessment process; therefore this L3 process is marked as having a slight deviation from the standard eTOM composition.
1.1.2.4.4 – Report Service Quality Performance	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).
1.1.2.4.5 – Create Service Performance Degradation Report	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).
1.1.2.4.6 – Track & Manage Service Quality Performance Resolution	4.72	Partially Conformant One of the constituent L4 tasks in this process (namely 1.1.2.4.6.1 Coordinate Service Quality) is not fully supported according to documentation and mappings that were reviewed as part of the conformance assessment process; therefore this L3 process is marked as having a slight deviation from the standard eTOM composition
1.1.2.4.7 – Close Service Performance Degradation Report	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).
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: 1.1.3.1 – RM&O Support & Readiness 1.1.3.2 – Resource Provisioning 1.1.3.3 – Resource Trouble Management 1.1.3.4 – Resource Performance Management 1.1.3.5 – Resource Data Collection & Distribution 1.1.3.6 – Resource Mediation & Reporting 1.1.3.7 – Workforce Management
Within Level 2: 1.1.3.1 – RM&O Support & Readiness	Scope 6/6	The following Level 3 processes were assessed for conformance: 1.1.3.1.1 – Enable Resource Provisioning 1.1.3.1.2 – Enable Resource Performance Management 1.1.3.1.3 – Support Resource Trouble Management 1.1.3.1.4 – Enable Resource Data Collection & Distribution 1.1.3.1.5 – Manage Resource Inventory 1.1.3.1.7 – Manage Logistics These processes represent the full level 3 process scope (6 out of 6) defined within the 1.1.3.1 – RM&O Support & Readiness (level 2) process.
1.1.3.1.1 – Enable Resource Provisioning	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).
1.1.3.1.2 – Enable Resource Performance Management	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).
1.1.3.1.3 – Support Resource Trouble Management	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).
1.1.3.1.4 – Enable Resource Data Collection & Distribution	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).
1.1.3.1.5 – Manage Resource Inventory	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).
1.1.3.1.7 – Manage Logistics	4.5	Partially Conformant One of the constituent L4 tasks in this process (namely 1.1.3.1.7.1 Manage Warehousing) is not fully supported according to documentation and mappings that were reviewed as part of the conformance assessment process; therefore this L3 process is marked as having a slight deviation from the standard eTOM composition.
Within Level 2: 1.1.3.2 – Resource Provisioning	Scope 8/8	The following Level 3 processes were assessed for conformance: 1.1.3.2.1 – Allocate & Install Resource 1.1.3.2.2 – Configure & Activate Resource 1.1.3.2.3 – Test Resource 1.1.3.2.5 – Track & Manage Resource Provisioning 1.1.3.2.6 – Report Resource Provisioning 1.1.3.2.7 – Close Resource Order 1.1.3.2.8 – Issue Resource Orders 1.1.3.2.9 – Recover Resource These processes represent the full level 3 process scope (8 out of 8) defined within 1.1.3.2 – Resource Provisioning (level 2) process.
1.1.3.2.1 – Allocate & Install Resource	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).
1.1.3.2.2 – Configure & Activate Resource	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).
1.1.3.2.3 – Test Resource	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).
1.1.3.2.5 – Track & Manage Resource Provisioning	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).
1.1.3.2.6 – Report Resource Provisioning	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).
1.1.3.2.7 – Close Resource Order	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).
1.1.3.2.8 – Issue Resource Orders	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).
1.1.3.2.9 – Recover Resource	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).
Within Level 2: 1.1.3.3 – Resource Trouble Management	Scope 7/7	The following Level 3 processes were assessed for conformance: 1.1.3.3.1 – Survey & Analyze Resource Trouble 1.1.3.3.2 – Localize Resource Trouble 1.1.3.3.3 – Correct & Resolve Resource Trouble 1.1.3.3.4 – Track & Manage Resource Trouble 1.1.3.3.5 – Report Resource Trouble 1.1.3.3.6 – Close Resource Trouble Report 1.1.3.3.7 – Create Resource Trouble Report These processes represent the full level 3 process scope (7 out of 7) defined within 1.1.3.3 – Resource Trouble Management (level 2) process.
1.1.3.3.1 – Survey & Analyze Resource Trouble	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).
1.1.3.3.2 – Localize Resource Trouble	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).
1.1.3.3.3 – Correct & Resolve Resource Trouble	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).
1.1.3.3.4 – Track & Manage Resource Trouble	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).
1.1.3.3.5 – Report Resource Trouble	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).
1.1.3.3.6 – Close Resource Trouble Report	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).
1.1.3.3.7 – Create Resource Trouble Report	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).
Within Level 2: 1.1.3.4 – Resource Performance Management	Scope 7/7	The following Level 3 processes were assessed for conformance: 1.1.3.4.1 – Monitor Resource Performance 1.1.3.4.2 – Analyze Resource Performance 1.1.3.4.3 – Control Resource Performance 1.1.3.4.4 – Report Resource Performance 1.1.3.4.5 – Create Resource Performance Degradation Report 1.1.2.4.6 – Track & Manage Resource Performance Resolution 1.1.3.4.7 – Close Resource Performance Degradation Report These processes represent the full level 3 process scope (7 out of 7) defined within the 1.1.3.4 – Resource Performance Management (level 2) process.
1.1.3.4.1 – Monitor Resource Performance	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).
1.1.3.4.2 – Analyze Resource Performance	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).
1.1.3.4.3 – Control Resource Performance	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).
1.1.3.4.4 – Report Resource Performance	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).
1.1.3.4.5 – Create Resource Performance Degradation Report	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).
1.1.3.4.6 – Track & Manage Resource Performance Resolution	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).
1.1.3.4.7 – Close Resource Performance Degradation Report	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).
Within Level 2: 1.1.3.5 – Resource Data Collection & Distribution	Scope 4/4	The following Level 3 processes were assessed for conformance: 1.1.3.5.1 – Collect Management Information & Data 1.1.3.5.2 – Process Management Information & Data 1.1.3.5.3 – Distribute Management Information & Data 1.1.3.5.4 – Audit Data Collection & Distribution These processes represent the full level 3 process scope (4 out of 4) defined within the 1.1.3.5 – Resource Data Collection & Distribution(level 2) process.
1.1.3.5.1 – Collect Management Information & Data	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).
1.1.3.5.2 – Process Management Information & Data	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).
1.1.3.5.3 – Distribute Management Information & Data	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).
1.1.3.5.4 – Audit Data Collection & Distribution	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).
Within Level 2: 1.1.3.6 – Resource Mediation & Reporting	Scope 2/2	The following Level 3 processes were assessed for conformance: 1.1.3.6.1 – Mediate Resource Usage Records 1.1.3.6.2 – Report Resource Usage Records These processes represent the full level 3 process scope (2 out of 2) defined within the 1.1.3.6 – Resource Mediation & Reporting (level 2) process.
1.1.3.6.1 – Mediate Resource Usage Records	4.6	Partially Conformant The documentation and mappings that were reviewed as part of the conformance assessment for two of the L4 constituents of this L3 process element did not provide enough detail or insight to reach a full conformance score; therefore this L3 process is marked as having a slight deviation from the standard eTOM composition.
1.1.3.6.2 – Report Resource Usage Records	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).
Within Level 2: 1.1.3.7 – Workforce Management	Scope 5/5	The following Level 3 processes were assessed for conformance: 1.1.3.7.1 – Manage Schedules & Appointments 1.1.3.7.4 – Plan and Forecast Workforce Management 1.1.3.7.5 – Administer and Configure Workforce Management 1.1.3.7.6 – Report Workforce Management 1.1.3.7.9 – Manage Work Order Lifecycle These processes represent the full level 3 process scope (5 out of 5) defined within the 1.1.3.7 – Workforce Management (level 2) process.
1.1.3.7.1 – Manage Schedules & Appointments	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).
1.1.3.7.4 – Plan and Forecast Workforce Management	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).
1.1.3.7.5 – Administer and Configure Workforce Management	4.3	Partially Conformant One of the constituent L4 tasks in this process (namely 1.1.3.7.5.1 – Configure Work Catalog) is not fully supported according to documentation and mappings that were reviewed as part of the conformance assessment process; therefore this L3 process is marked as having a slight deviation from the standard eTOM composition.
1.1.3.7.6 – Report Workforce Management	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).
1.1.3.7.9 – Manage Work Order Lifecycle	4.72	Partially Conformant Two of the constituent L4 tasks in this process (namely 1.1.3.7.9.2 – Analyze and Decompose Work Order and 1.1.3.7.9.3 – Assign Task) are not fully supported according to documentation and mappings that were reviewed as part of the conformance assessment process; therefore this L3 process is marked as having a slight deviation from the standard eTOM composition.
Within Level 1: 1.1.4 – Supplier/Partner 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: 1.1.4.1 – S/PRM Support & Readiness 1.1.4.2 – S/P Requisition Management 1.1.4.3 – S/P Problem Reporting & Management 1.1.4.4 – S/P Performance Management
Within Level 2: 1.1.4.1 – S/PRM Support & Readiness	Scope 6/6	The following Level 3 processes were assessed for conformance: 1.1.4.1.1 – Support S/P Requisition Management 1.1.4.1.2 – Support S/P Problem Reporting & Managemen 1.1.4.1.3 – Support S/P Performance Management 1.1.4.1.4 – Support S/P Settlements & Payments Management 1.1.4.1.5 – Support S/P Interface Management 1.1.4.1.6 – Manage Supplier/Partner Inventory These processes represent the full level 3 process scope (6 out of 6) defined within the 1.1.4.1 – S/PRM Support & Readiness (level 2) process.
1.1.4.1.1 – Support S/P Requisition Management	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).
1.1.4.1.2 – Support S/P Problem Reporting & Managemen	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).
1.1.4.1.3 – Support S/P Performance Management	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).
1.1.4.1.4 – Support S/P Settlements & Payments Management	N/A	Not submitted for Assessment
1.1.4.1.5 – Support S/P Interface Management	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).
1.1.4.1.6 – Manage Supplier/Partner Inventory	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).
Within Level 2: 1.1.4.2 – S/P Requisition Management	Scope 7/7	The following Level 3 processes were assessed for conformance: 1.1.4.2.1 – Select Supplier/Partner 1.1.4.2.2 – Determine S/P Pre-Requisition Feasibility 1.1.4.2.3 – Track & Manage S/P Requisition 1.1.4.2.4 – Receive & Accept S/P Requisition 1.1.4.2.5 – Initiate S/P Requisition Order 1.1.4.2.6 – Report S/P Requisition 1.1.4.2.7 – Close S/P Requisition Order These processes represent the full level 3 process scope (7 out of 7) defined within the 1.1.4.2 – S/P Requisition Management (level 2) process.
1.1.4.2.1 – Select Supplier/Partner	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).
1.1.4.2.2 – Determine S/P Pre-Requisition Feasibility	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).
1.1.4.2.3 – Track & Manage S/P Requisition	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).
1.1.4.2.4 – Receive & Accept S/P Requisition	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).
1.1.4.2.5 – Initiate S/P Requisition Order	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).
1.1.4.2.6 – Report S/P Requisition	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).
1.1.4.2.7 – Close S/P Requisition Order	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).
Within Level 2: 1.1.4.3 – S/P Problem Reporting & Management	Scope 5/5	The following Level 3 processes were assessed for conformance: 1.1.4.3.1 – Initiate S/P Problem Report 1.1.4.3.2 – Receive S/P Problem Report 1.1.4.3.3 – Track & Manage S/P Problem Resolution 1.1.4.3.4 – Report S/P Problem Resolution 1.1.4.3.5 – Close S/P Problem Report These processes represent the full level 3 process scope (7 out of 7) defined within the 1.1.4.3 – S/P Problem Reporting & Management (level 2) process.
1.1.4.3.1 – Initiate S/P Problem Report	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).
1.1.4.3.2 – Receive S/P Problem Report	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).
1.1.4.3.3 – Track & Manage S/P Problem Resolution	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).
1.1.4.3.4 – Report S/P Problem Resolution	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).
1.1.4.3.5 – Close S/P Problem Report	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).
Within Level 2: 1.1.4.4 – S/P Performance Management	Scope 5/5	The following Level 3 processes were assessed for conformance: 1.1.4.4.1 – Monitor & Control S/P Service Performance 1.1.4.4.2 – Track & Manage S/P Performance Resolution 1.1.4.4.3 – Report S/P Performance 1.1.4.4.4 – Close S/P Performance Degradation Report 1.1.4.4.5 – Initiate S/P Performance Degradation Report These processes represent the full level 3 process scope (7 out of 7) defined within the 1.1.4.4 – S/P Performance Management (level 2) process.
1.1.4.4.1 – Monitor & Control S/P Service Performance	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).
1.1.4.4.2 – Track & Manage S/P Performance Resolution	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).
1.1.4.4.3 – Report S/P Performance	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).
1.1.4.4.4 – Close S/P Performance Degradation Report	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).
1.1.4.4.5 – Initiate S/P Performance Degradation Report	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).
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: 1.2.3.2 – Resource Capability Delivery 1.2.3.3 – Resource Development & Retirement
Within Level 2: 1.2.3.2 – Resource Capability Delivery	Scope 7/7	The following Level 3 processes were assessed for conformance: 1.2.3.2.1 – Map & Analyze Resource Requirements 1.2.3.2.2 – Capture Resource Capability Shortfalls 1.2.3.2.3 – Gain Resource Capability Investment Approval 1.2.3.2.4 – Design Resource Capabilities 1.2.3.2.5 – Enable Resource Support & Operations 1.2.3.2.6 – Manage Resource Capability Delivery 1.2.3.2.7 – Manage Handover to Resource Operations These processes represent the full level 3 process scope (7 out of 7) defined within the 1.2.3.2 – Resource Capability Delivery (level 2) process.
1.2.3.2.1 – Map & Analyze Resource Requirements	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).
1.2.3.2.2 – Capture Resource Capability Shortfalls	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).
1.2.3.2.3 – Gain Resource Capability Investment Approval	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).
1.2.3.2.4 – Design Resource Capabilities	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).
1.2.3.2.5 – Enable Resource Support & Operations	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).
1.2.3.2.6 – Manage Resource Capability Delivery	0	Non Conformant
1.2.3.2.7 – Manage Handover to Resource Operations	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).
Within Level 2: 1.2.3.3 – Resource Development & Retirement	Scope 7/7	The following Level 3 processes were assessed for conformance: 1.2.3.3.1 – Gather & Analyze New Resource Ideas 1.2.3.3.2 – Assess Performance of Existing Resources 1.2.3.3.3 – Develop New Resource Business Proposal 1.2.3.3.4 – Develop Detailed Resource Specifications 1.2.3.3.5 – Manage Resource Development 1.2.3.3.6 – Manage Resource Deployment 1.2.3.3.7 – Manage Resource Exit These processes represent the full level 3 process scope (7 out of 7) defined within the 1.2.3.3 – Resource Development & Retirement (level 2) process.
1.2.3.3.1 – Gather & Analyze New Resource Ideas	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).
1.2.3.3.2 – Assess Performance of Existing Resources	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).
1.2.3.3.3 – Develop New Resource Business Proposal	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).
1.2.3.3.4 – Develop Detailed Resource Specifications	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).
1.2.3.3.5 – Manage Resource Development	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).
1.2.3.3.6 – Manage Resource Deployment	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).
1.2.3.3.7 – Manage Resource Exit	4.75	Partially Conformant The documentation and mappings that were reviewed as part of the conformance assessment for one of the L4 constituents of this L3 process element did not provide enough detail or insight to reach a full conformance score; therefore this L3 process is marked as having a slight deviation from the standard eTOM composition.

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Disclaimer. TeleManagement 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 TeleManagement Forum framework or standard in question. Accordingly, under no circumstances will TeleManagement Forum be liable for any direct or indirect damages or any costs or losses resulting from the use or reliance by any party of or upon such certification.