Agile Business and IT, Customer Engagement and Digital Services programs shape latest Frameworx features, including 47 additions focused on improving agility, reducing cost and risk, driving revenue growth and improving market retention 

Digital Disruption 2013, San Jose, CA, – Oct. 29, 2013: Every company operating in the digital world faces the same challenges, from improving business and IT agility to reducing cost and risk, improving market retention and driving new revenue growth. To help businesses overcome these challenges, TM Forum is launching three strategic programs focused on agile business and IT, customer engagement and digital services as part of its ongoing commitment to helping its members succeed. Taking a positive step toward overcoming these challenges, today TM Forum released Frameworx 13.5 at its supercharged North American event, Digital Disruption 2013.

New Strategic Programs

TM Forum’s Agile Business and IT Program helps service providers and enterprises continuously optimize their IT and operations. This program focuses on:

• Increasing business and IT agility and reducing time-to-market for new services
• Streamlining and automating business processes to reduce operating costs
• Reducing transformation and integration cost and risk

TM Forum’s Customer Engagement Program helps service providers continuously grow their business by moving beyond traditional customer experience, and exploring how to enable one-to-one customer engagement to maximize market share, customer loyalty and growth opportunities. This program focuses on:

• Applying TM Forum’s customer experience management (CEM) best practices to reduce churn and improve relationship management
• Using a common language and predictive analytics to enhance the customer’s end-to-end experience
• Measuring customer satisfaction using proven KPIs to prioritize data and drive action

TM Forum’s Open Digital Program helps service providers, enterprises and their suppliers create, build and operate complex innovative services by developing the right tools, APIs, standards and best practices. This program focuses on:

• Managing end-to-end services across multiple cloud-based partners
• Facilitating partnerships to improve time-to-market
• Onboarding new partners to ensure a broad and creative service portfolio

TM Forum’s Frameworx 13.5

In just four months—faster than ever before—over 380 individuals from 141 TM Forum member companies applied proven agile development methodologies to create the key features of Frameworx 13.5 – the Forum’s suite of best practices and standards. Guided by the new strategic programs, Frameworx 13.5 comprises 47 new features, including B2B2X Best Practices and APIs, a Big Data Analytics Toolkit, and a Threat Intelligence ROI Calculator, among others. Highlights of the new release include:

Agile Business and IT Program:

• A new Big Data Analytics Guidebook with a new architecture, methodology and over 30 use cases helps service providers unleash the power of big data
• New metrics added to the Frameworx Metrics Repository support cable, fraud, and cyber security
• A new Threat Intelligence ROI Calculator and Cyber Security Readiness Dashboard predicts potential business impacts for C-Level executives
• New definitions in the Information Framework (SID) enable modeling of evolving cloud services like workplace as a service, software defined networking (SDN) and network function virtualization (NFV)
• Four hundred new definitions in the Application Framework (TAM) provide discrete functionality found in common applications
• Enhancements to Standardized Interfaces for GPON, MPLS-TP, MTOSI and OSSJ
• A new Fraud Management Implementation Guide includes a new maturity model
• New ITIL process flows in the Business Process Framework (eTOM) make it easier for ITIL users to simultaneously adopt the Business Process Framework and reduce implementation efforts
• A new Cable Product Lifecycle Management Solution

Customer Engagement Program:

• Two hundred and fifty new Customer Experience Management Metrics benchmark CEM maturity
• Enhanced Customer Experience Management Maturity Model improves usability
• Updated Customer Experience Lifecycle provides a common language, definitions and mappings to Frameworx for all stages of the customer’s journey
• An introduction of Customer Engagement as the evolution of CEM in the latest version of the Customer Experience Management Guidebook

Open Digital Program:

• A new B2B2X Partnership Accelerator pack provides step-by-step guidance, tools and models for business managers and technical teams
• Three new REST APIs found in TM Forum’s API Zone provide management functionality for trouble ticketing, product ordering and catalog management
• A view of the Business Process Framework for Digital Health tailors the language used to describe and define 390 business processes

“Service providers, suppliers and enterprises from around the globe are working together in TM Forum’s collaboration community to develop the tools, standards, best practices and thought leadership that will help companies maintain and grow their share of the digital marketplace,” said Nik Willetts, chief strategy officer, TM Forum. “The latest release of Frameworx underscores our commitment to help our members continually transform to succeed in the digital economy.”

TM Forum’s strategic programs and the new features in Frameworx 13.5 are all showcased this week at Digital Disruption. In addition, the latest edition of TM Forum’s Case Study Handbook, available in print at Digital Disruption, features over 10 service provider success stories highlighting how they harnessed the potential of Frameworx to successfully address a range of business issues.

Located in the heart of the high-tech center of North America, Digital Disruption is the next generation of TM Forum’s highly successful Management World event series which brings together key players and innovators in the digital ecosystem.

About TM Forum

TM Forum is a global trade association trusted by the world’s largest enterprises, service providers and suppliers to help them continuously transform to succeed in the digital economy. We help our members reduce costs and risks, improve business agility and grow their business through a wealth of knowledge, tools, standards, training and practical advice.

We bring together more than 85,000 professionals from 900+ member companies to share experiences, collaborate and rapidly solve critical business challenges including IT transformation, business process optimization, big data analytics, cloud management, customer experience management and cyber security. Our three strategic programs—Agile Business and IT, Customer Engagement and Open Digital —enable us to provide a platform for overcoming the barriers to an open digital world.

Global TM Forum Media Contact
Elizabeth Coyne
Senior Director Marketing, Corporate Communications and PR
+1 973 641 3247
[email protected]