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Trouble Ticket API REST Specification V1.3.3
Details:
This document is the specification of the REST API for the ticket resource. It includes the model definition as well as all available operations. Possible actions are creating and retrieving a ticket, updating the whole ticket or only do a patch upda...
Standard(s): Integration Framework
Catalog Management API REST Specification V1.3.3
Details:
This document is the specification of the REST API for Catalog Management. It includes the model definition as well as all available operations. Possible actions are retrieving Product Offerings, Product Specifications and Product Categories. Further...
Standard(s): Integration Framework
Order Management API REST Specification Product Order V1.0.6
Details:
This document is the specification of the REST API for Catalog Management. It includes the model definition as well as all available operations. Possible actions are retrieving Product Offerings, Product Specifications and Product Categories. Further...
Standard(s): Integration Framework
GB921 Using eTOM and ITIL Together Suite Release 15.0.1
Resources include:
READ ME FIRST NOTE Business Process Framework R15.0.1
GB921W Working Together ITIL and eTOM R11.5
GB921L Leveraging Level 4 Process Elements and Process Flows for Support of ITIL R11.5
MoreMaturity Level: Level 3 - Team Approved
Document version: 14.5.1
Details:
You can download the entire GB921 Using eTOM and ITIL Together Suite using the Download All button to the right; or you can download each file individually from the Assets Included listing below.The GB921 Using eTOM and ITIL Together Suite Release 15...
Standard(s): Business Process Framework (eTOM)
GB921 Implementing Process Flows Suite Release 15.0.1
Resources include:
READ ME FIRST NOTE Business Process Framework R15.0.1
GB921E End-to-End Business Flows R15.0.1
GB921F Process Flow Examples R12.5
MoreMaturity Level: Level 3 - Team Approved
Document version: 14.5.1
Details:
You can download the entire GB921 Implementing Process Flows Suite using the Download All button to the right; or you can download each file individually from the Assets Included listing below. The GB921 Implementing Process Flows Suite Release 15.0...
Standard(s): Business Process Framework (eTOM)
GB921 Process Definition Text Suite Release 15.0.1
Resources include:
READ ME FIRST NOTE Business Process Framework R15.0.1
GB921D L3 Process Decompositions R15.0.1
GB921DX L4 Process Decompositions R15.0.1
MoreMaturity Level: Level 3 - Team Approved
Document version: 14.5.1
Details:
You can download the entire GB921 Process Definition Text Suite using the Download All button to the right; or you can download each file individually from the Assets Included listing below.The GB921 Process Definition Text Suite includes these files...
Standard(s): Business Process Framework (eTOM)
GB921 Getting Started with Business Process Framework Suite Release 15.0.1
Resources include:
READ ME FIRST NOTE Business Process Framework R15.0.1
GB921P Process Framework Primer R15.0.1
GB921U User Guidelines R15.0.1
MoreMaturity Level: Level 3 - Team Approved
Document version: 14.5.1
Details:
You can download the entire GB921 Getting Started with Business Process Framework Suite using the Download All button to the right; or you can download each file individually from the Assets Included listing below.The Getting Started with Business Pr...
Standard(s): Business Process Framework (eTOM)
GB921 Business Process Framework (eTOM) Models R15.0.1
Resources include:
READ ME FIRST NOTE Business Process Framework R15.0.1
RN332 Business Process Framework Release Notes R15.0.1
Frameworx R15.0.1 MDB
MoreMaturity Level: Level 3 - Team Approved
Document version: 14.5.1
Details:
Download the entire GB921 Business Process Framework (eTOM) Models R15.0.1 Suite using the Download All button to the right; or download each file individually from the Assets Included listing below. The GB921 Business Process Framework (eTOM) Model...
Standard(s): Business Process Framework (eTOM)
Omnichannel: What is it and how to do it?
Details:
Talk about omnichannel for customer experience is omnipresent, but inconsistently defined and understood. As Rob Rich explains, it’s about a whole lot more than superficially tying together all the ways a customer can communicate with you; rather i...
Extracting more value from real-time network and service analytics
Details:
Network data capture and analytics have come a long way. Rob Rich explains how a number of parallel advances in tools and capabilities have massively extended their value beyond better visibility of the network. Additional uses include customer suppo...
Data-driven customer centricity: Who’s winning?
Details:
There’s no question that data analytics can improve customer experience but to what extent depends on how well a company turns the data into actionable insight. Sarah Wray looks at some interesting and perhaps unexpected examples of success.
Customer journeys are key to driving good experience
Details:
Companies striving to become customer-centric are turning to customer journeys, which goes hand-in-glove with providing a true omnichannel approach. Rob Rich explains why your business needs them, how to develop them and the benefits they provide.
