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Company: ISPM Servicos de Informatica LTDA
Product Title: NetVision
Product Version: Version 3.7
Frameworx Version: Version 12
Business Process Framework Version: Version 12
Assessment Completion Date: January 2013
Detailed Certification Report: ISPM NetVision Version 3.7 Detailed Certification Report
Business Process Framework Assessment Summary
TM Forum has reviewed and approved the self-certification of the product 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 figure represents the Business Process Framework Level 2 processes that were presented in scope for the assessment, and the textual callouts represent the modules of the ISPM NetVision product that were assessed and support the corresponding eTOM processes.
Business Process Framework 12 – Level 2 processes in scope for NetVision V3.7 Assessment
The following graph represents the Business Process Framework Level 2 processes that were submitted for the Assessment and the coverage of the Level 2 processes in terms of number of Level 3 processes submitted in scope.
Level 2 processes submitted for Frameworx Conformance Assessment showing coverage for the contained Level 3 processes
Product Conformance Summary – Business Process Framework
The following chart gives an overview of the conformance scores granted to the Business Process Framework Level 3 processes presented in scope for the ISPM NetVision product Business Process Framework Assessment.
Conformance Result Summary: 1.1.1 – Customer Relationship Management
Conformance Result Summary: 1.1.2 – Service Management & Operations
Conformance Result Summary: 1.1.3 – Resource Management & Operations
Product Conformance Detailed – Business Process Framework
ISPM Servicos de Informatica LTDA NetVisionBusiness Process Framework (eTOM) Release 12 Conformance |
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eTOM process element |
Conformance Score |
Comment |
| Level 1: 1.1.1 – Customer Relationship Management | N/A | The following Level 2 process elements were submitted in scope for this Level 1 process:
1.1.1.6 – Problem Handling |
| Level 2: 1.1.1.6 – Problem Handling | Scope [6/6] |
The following Level 3 processes were assessed for conformance:
1.1.1.6.1 – Isolate Customer Problem These processes represent the full level 3 process scope (6/6) defined within the 1.1.1.6 – Problem Handling (level 2) process. |
| 1.1.1.6.1 – Isolate Customer 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). |
| 1.1.1.6.2 – Report Customer 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). |
| 1.1.1.6.3 – Track & Manage Customer 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). |
| 1.1.1.6.4 – Close Customer 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). |
| 1.1.1.6.5 – Create Customer 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). |
| 1.1.1.6.6 – Correct & Recover Customer 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). |
| Level 2: 1.1.1.7 – Customer QoS/SLA Management | Scope [6/6] |
The following Level 3 processes were assessed for conformance:
1.1.1.7.1 – Assess Customer QoS/SLA Performance These processes represent the full level 3 process scope (6/6) defined within the 1.1.1.7 – Customer QoS/SLA Management (level 2) process. |
| 1.1.1.7.1 – Assess Customer QoS/SLA 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). |
| 1.1.1.7.2 – Manage QoS/SLA Violation | 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). |
| 1.1.1.7.3 – Report Customer QoS Performance | 4.34 | Partially Conformant The documentation and mappings that were reviewed as part of the conformance assessment for one of the 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. |
| 1.1.1.7.4 – Create Customer QoS Performance Degradation Report | 4.67 | Partially Conformant The documentation and mappings that were reviewed as part of the conformance assessment for one of the 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. |
| 1.1.1.7.5 – Track & Manage Customer QoS Performance Resolution | 4.5 | Partially Conformant The documentation and mappings that were reviewed as part of the conformance assessment for one of the 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. |
| 1.1.1.7.6 – Close Customer QoS 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). |
| Level 1: 1.1.2 – Service Management & Operations |
The following Level 2 process elements were submitted in scope for this Level 1 process:
1.1.2.3 – Service Problem Management |
|
| 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 These processes represent the full level 3 process scope (6/6) 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 | 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). |
| 1.1.2.3.3 – 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 | 4.8 |
Partially Conformant The documentation and mappings that were reviewed as part of the conformance assessment for one of the 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. |
| 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 These processes represent the full level 3 process scope (6/6) defined within the 1.1.2.4 – Service Quality Management (level 2) process. |
| 1.1.2.4.1 – Monitor 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). |
| 1.1.2.4.2 – Analyze Service Quality | 4.5 | Partially Conformant One of the consituent tasks in this process 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. |
| 1.1.2.4.3 – Improve Service Quality | 4.7 | Partially Conformant One of the consituent tasks in this process 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 | 4.7 | Partially Conformant One of the consituent tasks in this process 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. |
| 1.1.2.4.5 – Create Service Performance Degradation Report | 4.5 | Partially Conformant One of the consituent tasks in this process 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. |
| 1.1.2.4.6 – Track & Manage Service Quality Performance Resolution | 4.72 | Partially Conformant One of the consituent tasks in this process 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). |
| Level 1: 1.1.3 – Resource Management & Operations | N/A | The following Level 2 process elements were submitted in scope for this Level 1 process:
1.1.3.3 – Resource Trouble Management |
| 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 These processes represent the full level 3 process scope (6/6) defined within the 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 | 4.83 | Partially Conformant The documentation and mappings that were reviewed as part of the conformance assessment for one of the 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. |
| 1.1.3.3.5 – 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). |
| 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 These processes represent the full level 3 process scope (6/6) 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 | 4.5 |
Partially Conformant One of the consituent tasks in this process 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. |
| 1.1.3.4.3 – Control Resource Performance | 4 | Partially Conformant One of the consituent tasks in this process 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. |
| 1.1.3.4.4 – 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 | 4.5 |
Partially Conformant One of the consituent tasks in this process 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. |
| 1.1.3.4.6 – Track & Manage Resource Performance Resolution | 4.71 | Partially Conformant One of the consituent tasks in this process 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. |
| 1.1.3.4.7 – 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). |
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