The Agreement Management component is responsible for creating, storing, editing, and tracking agreed arrangements with related terms and conditions over a lifecycle. The component manages offers, records acceptance, and associated considerations and intentions to establish agreements as legally binding.

Also, this component provides workflows and templates that facilitates collaboration, communication, and negotiation of agreements between parties, and administers the specificities related to translate agreements into contracts, when it is required. It provides a secure storage, version control, compliance management, and renewal notifications for agreements.




This API Management ODA component is responsible for managing the process of creating and publishing application programming interfaces (APIs), enabling discovery of APIs and shared resources, enforcing APIs and resource usage policies, controlling API operations, controlling access to APIs, facilitating subscription to resources, collecting and analyzing API usage statistics, reporting and visualizing based metrics, stats and performance. 

Appointment management provides a standardized mechanism to book an appointment with all the necessary appointment characteristics. It supports searching for free appointment slots based on parameters, as for example a party, then creating the appointment. The appointment has characteristics such as nature of appointment, place of appointment

The Bill Calculation processes all charges against billing accounts during bill cycles. Bill Calculation can be executed both on a cyclic basis and on demand. It performs calculations with bill compilation of charges, credits, fees & taxes, including prorata, at various levels, such as product and/or account level that have been generated since the last run for that account, applying promotions and discounts as well.

Bill Generation Management manages the party invoice management. It addresses the invoice formatting, presentation and dispatching to the proper means of communication.

The Billing Account Management component aims to provide all the needed functionalities to create, configure and modify billing accounts.

The Billing Account Management component has the goal to support and handle the following capabilities/ functionalities:

•	Set-up/ creation of Billing account
•	Associate payment plan(s)
•	Associate payment method(s) - optional
•	Account taxes/ fees exception management
•	Define account associations
•	Provide account balance details
•	Set-up Billing contacts
•	Set-up Billing preferences (e.g., bill cycle frequency, invoice media type, invoice template option, etc.)



Billing Inquiry Management component is responsible for handling the capture, responding and reaction to an inbound billing inquiry.

Billing Inquiry Management component covers functionality that capture billing-specific inquiries, managing the lifecycle of bill-related inquiry, and reporting and closing a billing inquiry.

Brand Management is responsible the end-to-end management of brand perception including: analysis on how a brand is perceived in the market, planning how the brand should be perceived if it is to achieve its objectives, ensuring that the brand is perceived as planned and secures its objectives. Brand management is the process of identifying the core value of a particular brand and reflecting the core value among the targeted customers.

Channel Management encompasses the means by which customers contact Service Providers as well as how service provider agents communicate internally. Channel Management provides the means to capture and manage activities via the available contact channels (e.g. on-line contact center, web or off-line email, post, fax etc.). It also provides the means for an activity can be completed on a different channel from which the request originated.

Content Management enables enterprise to Acquire, Document, Host and Share knowledge.

Debt Collection Management component is responsible for tracking and following up with debtors, predicting and prioritizing debt recover, handling the collection of debts, handling debt litigation tasks, supporting repossessions, sending payment reminders, skip tracing and offering debt payment terms.

The Digital Identity Management component is responsible for the parties (customers, employees, partners) and resources authentication.

The Enterprise Integration component is responsible for facilitating reliable and consistent integration of components across ODA systems of records, systems of engagement and systems of insight.

Functions of Enterprise Integration include ODA Component process management and automation (through the functionality of Business Process Manager), Information Routing/Message Broker (through the functionality of Enterprise Service Bus), and Component-to-Component Messaging Management (through the functionality of Messaging Oriented Middleware).

The Event Management component is a messaging management component that is responsible for processing events as they happen from components. Processing of record of activities include modelling event messages, syntax validation and formatting of event messages and sending/receiving messages between components (consumer/producer).

The Event Management component supports different patterns of usage, including Event notification (subscription), Event-sourcing (representational state changes) and Event-carried state transfer (including data needed to perform further processing).
The Event Management component should include functionality providing a centralised CQRS queryStore for all components that implement event-sourcing with event carrier state transfer.



Experience Management Strategy & Planning will define the experience strategy and plan the implementation of the strategy.

The Lead and Opportunity Management component provides the necessary functionality during pre-sales stage in terms of: lead and opportunity capture, sales qualification, reporting, sales pipeline management.

The Location Management component allows easy reference to geographic places important to other entities, where a geographic place is an entity that can answer the question “where?” . This component could be a facade tool into GIS systems (e.g. Google Maps).

This component also covers the operations to manage (create, read, delete)  geographic sites that can be associated with a customer, account, service delivery or other entities.

Finally, this component gives the capabilities to retrieve /list /validate addresses that are named as structured textual ways of describing how to find a Property in an urban area (country properties are often defined differently). It allows looking data  for worldwide addresses through popular GIS systems like Google maps or  government master addresses systems. It can also be used to validate geographic data, to be sure that it corresponds to a real geographic address. The component can be used to look for an address by: searching an area as a start (city, town ), then zooming on the streets of this area, and finally listing all the street segments (numbers) in a street.


Marketing function supports the creation of the marketing & offer strategy as part of the Lifecycle Management (LM) that includes all the marketing and offer aspects of a Product Offering. Advertising Services are primarily dealing with the enterprise's common advertising needs like Corporate advertising (that is more public relations than sales promotion) and Recruitment advertising.

Market Research will be used to develop market research and the communication of the market research.

Market Strategy and Policy will define the market strategy and policy. It defines business and technical static policies (e.g. acceptable suppliers). And it includes the presentation of the strategy and policy.

Navigation Management provides a configurable, workflow-driven navigation – Through means such as configurable business processes, it automatically drives the agent or user journey workflow and screen navigation according to the context of the customer interaction and other customer profile information across all functions used.

The Party Interaction Management component will typically be the first component in a party/individual experience journey, shared by unassisted (self-service, retail kiosk) or assisted (call center, retail store) channels, for which it is also in charge of queue management.

Depending on identified/unidentified party, party roles and/or resource roles, this component will react appropriately to propose available actions like Identify yourself, Browse Catalog, Start an Order, Register Trouble Ticket. It will delegate the chosen action execution to the dedicated component (based on configuration).
It records the interaction, and iteration items corresponding to the chosen actions, for all the parties from all channels.


The Party Management component is responsible for the capture, validation and management of Parties and their Roles. A Party may be an individual or organization that has a relationship with an enterprise. In this context it is responsible for the e2e life cycle of:

•	Individual
•	Organization and its related sub-entities
•	Contact Medium
•	Currency and tax exemption certificates
•	Identification
•	Community



Manages the consents granted or revoked by Parties, relating to their personal information.

The purpose of Party Problem Management is to manage problems reported by customers, suppliers, partners etc. resolving these problems to the parties' satisfaction, and providing meaningful status on the issue as needed to the party.

Party problems can include:
• General questions on products purchased and being used by the party
• Problems with products already purchased and being used by the party either due to lack of education or service/network problems.
• Problems with a material purchase from the service provider, even if they do not have an account with the said service provider.
• General inquiries, complaints, and commendations.

The Party Roles & Permissions Management component aims to manage and expose roles and related permissions.

The Permissions Management component allows to:

•	create, modify and delete permissions.
•	delegate permissions
•	When a specific role is assigned, a set of permissions is inherited.



Party Training and Education deals with all aspects of party training and education. This will include on-line guidance, FAQs, or complete training courses.

The Payment Management component manages methods used by parties to make payments, also administers payment plan, handles payment or refunds. Assigns payments to bills, settlements, and other objects that require payments.

Product Assurance is responsible for the management and execution of proactive and reactive rule based activities to ensure that products provided to customers are continuously available and performing according to set values for performance and quality. In cooperation with monitoring and orchestration functions Product Assurance will create an autonomic closed loop control of the performance and quality as well as mitigation of product problems and fall-outs.

The Product Catalog Management component is responsible for organizing the collection of Products and Product Offerings specifications that identify and define all requirements of a product or a product offering that can be commercialized.
The Product Catalog Management component has the functionality that enables present a customer-facing view, so users are able to search and select products and product offerings they need.

The Product Catalog Management component enables define Product specifications based on CFS specifications published by the Service Catalog Management component - or for tangible products on Resource specifications published by the Resource Catalog Management component. It ensures consistency between the characteristics and their possible values at service and product level.

The Product Catalog Management component has functionalities that include creation of new product/product offering specifications, managing these specifications, administering the lifecycle of products/product offerings, describing relationships between product specifications (such as pre-requisite), between product offerings (such as packaging rules) and between product specifications and product offering specification (such as product offerings that commercialize a product specification and the related conditions of pricing or configuration restrictions). It is also in charge of reporting on product/product offering specification and their changes and facilitating easy and systematic indexing and access to product/product offering, as well as facilitate automatic the product order capture process - and the articulation with the delivery orchestration process. 




Empowering sales by offering the right product combinations, controlling discounting, and automating approvals through support of configuration, pricing, and quote generation activities.

The Product Configurator component covers multiple needs:

•	Selling Configuration: Supports guided selling and capture customer needs while pairing them with relevant product offers.
It allows configuring and manage products, services, resources, promotions, etc. for full configured orders; and
•	Bundling, Rules, Pricing, promotion and cross/up selling: Uses price, characteristic values, entities relationships to get a configuration status and identifying if some rules are not respected during the quote definition.

It applies pricing, discounting, promotions related to business rules and conditions on top of the product characteristics defined at catalog level. It manages bundling configuration and prices on the basis of the product/price store in the catalog by executing business rules and related price of a subset product the customer intend to purchase.




The Product Inventory component is responsible for storage and exposure of products that are assigned to and used by Parties.

Product Inventory component has functionality that enables inventory items creation, inventory organization, inventory search or filter, inventory monitoring and tracking, inventory control and inventory auditing.

The minimum check to be performed at inventory items creation or update is the global consistency with related Product Catalog information.


The Product Order Capture and Validation component addresses the means of capturing what a customer wants to order, based on the CSP Product Catalog.

This component permits to choose the configuration of the product offerings and products desired, to provide a quote, to check the eligibility of the customer order, and to complete it with information needed such as the related parties or associated the billing account and the delivery appointment if needed.

This component is globally in charge of these quote management, order capture and validation steps, using dedicated components (e.g., Offering Configurator, Service Qualification, Party Mgt) when needed.

After the delivery of the customer product order items, this component is also in charge of the commercial closure of the order. It includes update of the Product Inventory (status and starting/end date of tariffs and discounts) and potential commercial rules control (e.g., receipt of the contract document signed by the customer)


The Product Order Delivery Orchestration and Management component is in charge of the orchestration of the delivery of Product Orders (status accepted).

Based on the Product specification level of information available in the Product Catalog (ex: prerequisite links between product specifications, links between product and CFS specifications, ...):
•	it determines in which order the product specification level order items need to be delivered,
•	and to which CFS (or Resource) specification each ordered product corresponds,
•	and prepares and addresses each related service (or resource) order to the production system in charge.

During the delivery process execution, this component is in charge of the evolution of the status of the product specification level order items, and of the related product items. So, it triggers the updates of the related inventories.


Product Rating assigns a value (monetary or other) to an event in the context of a product and payer. The rating function calculates the tariff rate, when appropriate, across product, location, or customer, and considerations based on business rules.

Provides standardized mechanism for product usage management such as creation, update, retrieval, import and export of a collection of usages. It allows a service provider to 1) retrieve usage generated by a partner service platform in order to rate it and 2) to provide rated usage to a partner for consumption follow-up purposes.

Purchase Management deals with the purchase of products and services and associated financial checks. It also includes the application of business policy (such as sustainability), legal and regulatory checks.

Recommendation Management provides the functionality to drive decisions e.g.. Customer treatment and action for each specific situation based on observing what the customer is immediately experiencing. These decisions can be deterministic (i.e. business rules based), statistical (i.e. Analytical, Machine Learning (ML) or Artificial Intelligence (AI) based so treatment or recommendation is based on what has worked in the past)

The Resource Catalog Management component is responsible for organizing the collection of resource specifications that identify and define all requirements for a resource.

The Resource Catalog Management component has the functionality that enable presenting a customer-facing view, so users are able to browse and select resource they need, as well as a technical view to enable define and setup resources contained in the resource catalog.

Additional functionalities include capturing specifications of new resource specifications, managing resources (registering assets and components and identifying and mapping connections/relationships), administering the lifecycle of resources, describing relationships between resources, reporting on resources and changes to their attributes, and facilitating easy access to identify and assign resources.



The Resource Inventory component is responsible for accounting for resources (all inputs - including stock, parts, assets, production components etc.) that are owned and/or held for allocation and/or use by the organization.

The Resource Inventory component has functionality that includes inventory items creation, inventory organization, inventory search or filter, inventory monitoring and tracking, inventory control (organization, re-stock management etc.) and inventory auditing.

The minimum check to be performed at inventory items creation or update is the global consistency with related Resource Catalog information.


Resource Order Management component is responsible for managing fulfillment of resource requests according to resource requirement.

This component addresses all the stages of the Resource Ordering process, with functionalities that include receiving a resource order, confirming a resource order, managing the delivery of a resource order through checks for resource availability, tracking the resource order activities, correlating resource dependencies, etc., handling resource transition (updates to resource orders etc.) and resource order lifecycle state reporting etc.

Resource Readiness & Support processes are responsible for managing resource infrastructure to ensure that appropriate application, computing and network resources are available and ready to support the Fulfillment, Assurance and Billing processes in instantiating and managing resource instances, and for monitoring and reporting on the capabilities and costs of the individual FAB processes.

Responsibilities of these processes include but are not limited to:

•	Supporting the operational introduction of new and/or modified resource infrastructure and conducting operations readiness testing and acceptance;
•	Managing planned outages;
•	Managing and ensuring the ongoing quality of the Resource Inventory;
•	Analyzing availability and performance over time on resources or groups of resources, including trend analysis and forecasting;
•	Demand balancing in order to maintain resource capacity and performance
•	Performing pro-active maintenance and repair activities;
•	Establishing and managing the workforce to support the eTOM processes
•	Managing spares, repairs, warehousing, transport and distribution of resources and consumable goods.
•	Conducting Vulnerability Management;
•	Conducting Threat Assessments;
•	Conducting Risk Assessments;
•	Conducting Risk Mitigation;
•	Conducting Secure Configuration Activities



Resource Usage Management component is responsible for tracking and typing of resources.

Resource Usage Management component has functionalities that include collection of usage data from all resources, converting resource usage data, transforming resource usage data, formatting resource usage data according to business needs, providing resource usage data reports, and sharing / exchanging resource usage data with specified components.

Sales Development provides the necessary functionality to sell products including: negotiation support, forecast analyzing, opportunity management,

Sales Management provides the necessary functionality to sell products including: account planning, forecast analyzing

Service Assurance is responsible for the management and execution of proactive and reactive rule based activities to ensure that services provided to customers are continuously available and performing according to set values for performance and quality. In cooperation with monitoring and orchestration functions Service Assurance will create an autonomic closed loop control of the performance and quality as well as mitigation of service problems and fall-outs.

Service Balance Management component is responsible for tracking usage, controlling usage, and facilitating the addition or deduction to balances related to ordered, active or delivered services.

Service Balance Management component has functionality that includes storing and maintaining credits, debits, and reserve of balance data to support real-time and offline credit control needs.

SrvBlcMgmt component supports monetary and non-monetary balances to be defined for users (or accounts) in any scenario (e.g. sole users, shared users, associated, users, hierarchical users, and cross-hierarchical user relationships).

The Service Catalog Management component is responsible for organizing the collection of service specifications that identify and define all requirements of a service that can be performed.

The Service Catalog Management component has the functionality that enable present a customer-facing view, so users are able to search and select services they need, as well as a technical view to enable define and setup what's needed to deliver service specifications (Customer Facing Service Specifications (CFSSs) and Resource Facing Service Specifications (RFSSs)) contained in the service catalog.

The Service Catalog Management component has functionalities that include creation of new service specifications, managing service specifications, administering the lifecycle of services, describing relationships between service specification attributes, reporting on service specification and their changes, and facilitating easy and systematic indexing and access to services, as well as facilitate automating the service delivery process.


The Service Inventory component is responsible for storage and exposure of CFS (Customer Facing Service) that are associated to Product Inventory items. It is also responsible for RFS (Resource Facing Service) definition, mapping between CFS and RFS and mapping with infrastructure/network resources.

The Service Inventory component has functionality that enables inventory items creation, inventory organization, inventory search or filter, inventory monitoring and tracking, inventory control and inventory auditing.

The minimum check to be performed at inventory items creation or update is the global consistency with related Service Catalog information.


The Service Order Management component is the entry point of the Product Domain. It is in charge of Customer-Facing-Service (CFS) delivery of resources (network and service platforms equipment).

This component exposes in particular the API" ServiceOrder". It is triggered when the Product Order Orchestration Management component calls this API to request CFS delivery.

To achieve delivery of a CFS, the SOM orchestrates the CFS delivery process which:

•	Identifies possible RFS and chooses one, using the catalogue and technical inventory.
•	Selects the resources (servers, equipment, etc.) and their instances.
•	Requests the ROM to update selected resource instances to deliver CFS. Request sent to the ROM contains the CFS and the list of configured resource instances to update.



The Service Performance Management component will collect, monitor, analyze and report on the end-end service performance. This can include a real-time, end-to-end view to ensure that each service is functioning correctly as well as a historical view. These functions build on the Resource Performance Management data and active end-end service performance test data to provide a view of the service. The component provides a key input to determine the Quality of Service.

The Service Qualification component is responsible for checking and validating the availability of a service according to specified and configured business rules. It must identify at least one technical solution (RFSspec) available to deliver the service (CFSspec) and check the availability of all the resources types involved in this technical solution. No resources are allocated during Service Qualification.

The Service Qualification component has functionality that include checking service feasibility status and publishing or reporting service qualification result, but also calculated service delivery due date and identified need of an appointment at the customer site.

This component can also be in charge of the cost calculation of the technical solution identified, when it cannot be determined at catalog design time (complex B2B services). This information will be used as an input to price calculation.


Service Usage Management component is responsible for tracking of any service.

Service Usage Management component has functionalities that include collection of usage data from all service points, converting service usage data, transforming service usage data, formatting service usage data according to business needs, providing service usage data reports, and sharing / exchanging service usage data with specified components.

Supply Chain Management addresses:
- Resource & Service Planning
- Resource & Service Information Management
- Sourcing Management
- Service & Resource Inventory Management
- Production Management
- Location Management
- Transportation Management (part of Logistics Management)
- Returns Management
- Logistic Management / Stock availability check

As a Salesforce implementation partner for communication service providers, WolfTech helps companies save millions with digital transformation. What started as a project to improve Salesforce implementation at KPN, a project that won the TM Forum Excellence Award, eventually led to the creation of WolfTech. We focus on what truly generates value and use out-of-the-box functionality as much as possible.

WolfTech

Components that WolfTech supports

Decoupling and Integration

Engagement Management

Party Management

Core Commerce Management

Production

Intelligence Management

List of products