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TM Forum

Portfolio and Product Management
Quick Start Pack:
Fulfillment
August 2012
Version 0.3

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment

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TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment

Contents
Notice..............................................................................................................2
Contents..........................................................................................................3
Figures.............................................................................................................7
Tables...............................................................................................................9
1. Introduction to Quick Start Packs.............................................................12
2. Introduction to Quick Start Pack: Fulfillment............................................13
3. Scope of this Quick Start Pack.................................................................14
NICC and NBNCO/CA Models and Derived Artifacts....................................14
NICC and NBNCO/CA High Level Scope.......................................................15
ITIL High Level Scope..................................................................................16
eTOM High Level Scope..............................................................................17
eTOM Level 2 Scope....................................................................................18
4. Scope in Terms of GB921-E End-to-End Process Flows.............................19
eTOM Level 3 Scope: Request to Answer....................................................19
eTOM Level 3 Scope: Order to Payment......................................................20
eTOM Level 3 Scope: Request to Change...................................................21
eTOM Level 3 Scope: Termination to Confirmation.....................................22
eTOM Level 3 Scope: Production Order to Acceptance...............................23
5. Scenarios and Perspectives for Process Flow Development.....................24
Service Configuration & Activation............................................................26
6. Fulfillment Metrics....................................................................................28
SCA.............................................................................................................29
7. Order Types and Order States..................................................................31
Order Types and Their Relationship to Order Processing............................31
Primary Order States..................................................................................32
Amend Order States...................................................................................33
Cancel Order States....................................................................................34
8. eTOM Level 3 End-to-End Process Flows..................................................35
Level 3 Process Flow for Internally Generated Requests.............................35
Level 3 Process Flow for Externally Generated Requests............................36
Level 3 Process Flow between Partners......................................................37
9. eTOM Level 4 Process Elements and Process Flows.................................39
Customer Interface Management...............................................................39
Marketing Fulfillment Response..................................................................40
Selling.........................................................................................................41
Order Handling............................................................................................43
Retention & Loyalty....................................................................................45
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.........58 How to Use this Section....................71 Order Management: Supplier Notifies Service Demonstrated.68 Order Management: Buyer Submits Order.................................75 Pre-Order Management: Buyer Requests Capacity Information...........71 Order Management: Supplier Notifies Jeopardy..............................................................76 Pre-Order Management: Buyer Requests Quote.....................75 Pre-Order Management: Buyer Requests Capacity Reservation......67 Order Management: Buyer Requests Service Configuration...................76 Pre-Order Management: Buyer Requests Service Qualification........................77 11................................................................75 Pre-Order Management: Buyer Requests Address Information..................................................67 Order Management: Buyer Requests Order Status...............62 Appointment Management: Supplier Requests Appointment.....................71 Order Management: Supplier Notifies Time or Cost Change......................................................................72 Order Management: Supplier Rejects Order.................49 Workforce Management......... Buyer-Supplier Business Interactions........................60 Appointment Management: Buyer Requests Appointment............................ Buyer-Supplier Business Scenarios.....47 Resource Provisioning..................53 Supplier/Partner Interface Management.....................................................67 Order Management: Buyer Requests Order Performance Data..................................................................................................................................78 GB959......54 Examples of Level 3 and Level 4 Processes in Business Scenarios............................................................................................55 10....................74 Pre-Order Management: Buyer Notifies Order Forecast.....................................................58 Appointment Management: Buyer Cancels Appointment..................................68 Order Management: Buyer Requests Test......................66 Order Management: Buyer Requests Action............69 Order Management: Supplier Cancels Order.......70 Order Management: Supplier Notifies Delay.........................................76 Pricing Management: Buyer Requests Tariff or Price...................3 © TM Forum 2012 Page 4 of 146 ...................................................................................................................61 Appointment Management: Supplier Cancels Appointment............................68 Order Management: Buyer Requests Service MAC...TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Service Configuration & Activation.............................................................................................................................................................................................63 Order Management: Buyer Amends Order......................65 Order Management: Buyer Cancels Third Party Order.......................................... version 0......77 Pricing Management: Supplier Notifies Tariff or Price................74 Order Management: Supplier Requests Information...........................................73 Order Management: Supplier Requests Action......64 Order Management: Buyer Cancels Order....................51 Supplier/Partner Requisition Management.........................

...................................................85 Order Management: Buyer Sends requestChangeRejection................................80 Appointment Management: Buyer Sends requestAppointmentCancellation....................................90 Order Management: Supplier Sends notifyJeopardy.93 Order Management: Supplier Sends notifyThirdPartyOrderStatus...........................................................................87 Order Management: Buyer Sends requestServiceConfiguration..............................................85 Order Management: Buyer Sends requestOrder...................................81 Appointment Management: Buyer Sends requestAppointmentReservation.........3 © TM Forum 2012 Page 5 of 146 ....................................86 Order Management: Buyer Sends requestOrderStatus............TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Appointment Management: Buyer Sends notifyAppointmentCancellationStatus ..................89 Order Management: Supplier Sends notifyChange.............................................................................. Supplier Sends requestOrderCancellationResponse..........................................88 Order Management: Buyer Sends requestTest...90 Order Management: Supplier Sends notifyDelay.............................................. Supplier Sends requestAppointmentReservationResponse.83 Order Management: Buyer Sends notifyOrderInformation................. Supplier Sends requestOrderPerformanceDataResponse.............. Supplier Sends requestAppointmentCancellationResponse.......................................91 Order Management: Supplier Sends notifyMAC......................................................................... version 0............................... Supplier Sends requestActionResponse................................ Supplier Sends requestTestResponse.88 Order Management: Buyer Sends requestThirdPartyOrderCancellation..92 Order Management: Supplier Sends notifyServiceConfiguration.............................................................................85 Order Management: Buyer Sends requestMAC..........................91 Order Management: Supplier Sends notifyOrderFallout..85 Order Management: Buyer Sends requestOrderAmendment............................................................................. Supplier Sends requestTimeResponse........................... Supplier Sends requestOrderResponse.......................................................93 GB959....92 Order Management: Supplier Sends notifyOrderStatus.....................................82 Appointment Management: Supplier Sends requestAppointmentCancellation .................................84 Order Management: Buyer Sends requestChangeConfirmation............87 Order Management: Buyer Sends requestOrderPerformanceData........... Supplier Sends requestAppointmentAvailabilityResponse..............84 Order Management: Buyer Sends requestAction......................... Supplier Sends requestOrderAmendmentResponse................86 Order Management: Buyer Sends requestOrderCancellation.........93 Order Management: Supplier Sends notifyThirdPartyOrderEffect...................92 Order Management: Supplier Sends notifyServiceDemonstrated.........80 Appointment Management: Buyer Sends requestAppointmentAvailability................................................89 Order Management: Buyer Sends requestTime..................

..........................119 Release History....... Administrative Appendix...............................98 Pre-Order Management: Supplier Sends notifyServiceQualification............................................... Bibliography. Supplier Sends requestTemporaryAddressInformationResponse...............................................................................................................................................................................................................................................................119 GB959...............................................115 15..........111 NBNCO/CA Detailed Scope...............................................................96 Pre-Order Management: Buyer Sends requestForecast........114 14......................................................................119 Acknowledgment..............116 16........................119 Company Contact Details....94 Pre-Order Management: Buyer Sends requestAddressInformation..........................TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Order Management: Supplier Sends requestOrderAction..................................................................100 NICC Patterns.............................................................................96 Pre-Order Management: Buyer Sends requestQuote...... Supplier Sends requestServiceQualificationResponse...................95 Pre-Order Management: Buyer Sends requestCapacityInformation.... Supplier Sends requestAddressInformationResponse................................95 Pre-Order Management: Buyer Sends requestCapacityReservation.........................98 Pricing Management: Buyer Sends requestPricingInformation........................................................3 © TM Forum 2012 Page 6 of 146 ................................. NICC Patterns and Detailed Scope.................109 13..111 NBNCO/CA Processes............99 12......................................................................................99 Pricing Management: Supplier Sends notifyPricingInformation.............................................................................100 NICC Detailed Scope....................97 Pre-Order Management: Supplier Sends notifyForecastResponse................................93 Order Management: Supplier Sends requestOrderInformation.................................................................................................... NBNCO/CA Processes and Detailed Scope............................................... Supplier Sends requestCapacityInformationResponse............................. Index. Supplier Sends requestCapacityReservationResponse........... version 0..119 Document History........119 Version History....................97 Pre-Order Management: Buyer Sends requestTemporaryAddressInformation................................96 Pre-Order Management: Buyer Sends requestServiceQualification................................

...........................NICC and NBNCO/CA Models and Derived Artifacts......................................19 Figure 6 – Level 3 process elements in Order to Payment (shaded)............................................................................45 Figure 24 – Retention & Loyalty and its Level 3 and Level 4 children...........14 Figure 2 – High Level ITIL scope of this Quick Start Pack (enclosure).................................Workforce Management and its Level 3 and Level 4 children.......................44 Figure 23 – Order Handling L4 Process Flow..........56 Figure 35 – Level 4 Order Management Collaboration.................................................46 Figure 26 .................57 GB959.....................................................Resource Provisioning L4 Process Flow............................Supplier/Partner Requisition Management and its Level 3 and Level 4 children................................................................................................................................................................43 Figure 22 ..................33 Figure 12 – Cancel Order State Diagram...........................TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Figures Figure 1 ......21 Figure 8 – Level 3 process elements in Termination to Confirmation (shaded)22 Figure 9 – Level 3 process elements in Production Order to Acceptance (shaded) ...................3 © TM Forum 2012 Page 7 of 146 .................................................................................41 Figure 21 – Selling L4 Process Flow...............................37 Figure 15 – Level 3 End-to-End Flow – Reciprocal Buyer-Supplier Interactions38 Figure 16 – Customer Interface Management and its Level 3 and Level 4 children .....40 Figure 18 .........................Selling and its Level 3 and Level 4 children....49 Figure 29 ............23 Figure 10 – Primary Order State Diagram..................Service Configuration & Activation L4 Process Flow.........................................47 Figure 27 ............................20 Figure 7 – Level 3 process elements in Request to Change (shaded)........40 Figure 20 ......................32 Figure 11 – Amend Order State Diagram.............35 Figure 14 – Level 3 End-to-End Flow – Externally Generated Requests......................................................46 Figure 25 – Retention & Loyalty L4 Process Flow..39 Figure 17 – Customer Interface Management L4 Process Flow.......................................Supplier/Partner Interface Management and its Level 3 and Level 4 children.........................................................53 Figure 32 .......Resource Provisioning and its Level 3 and Level 4 children.............................48 Figure 28 ..............54 Figure 33 ......................52 Figure 31 – Workforce Management L4 Process Flow...............17 Figure 4 – Level 2 eTOM scope in Operations of this Quick Start Pack (shaded)18 Figure 5 – Level 3 process elements in Request to Answer (shaded)........................................................Order Handling and its Level 3 and Level 4 children..51 Figure 30 ................................................................Marketing Fulfillment Response and its Level 3 and Level 4 children ...................Service Configuration & Activation and its Level 4 and Level 4 children ....16 Figure 3 – Level 1 eTOM scope of this Quick Start Pack (enclosed)..................40 Figure 19 – Marketing Fulfillment Response L4 Process Flow.............................55 Figure 34 – Level 3 Order Management Collaboration................... version 0..................................................................................34 Figure 13 – Level 3 End-to-End Flow – Internally Generated Requests............

...............................................................................Buyer Amends Order Choreography.........................................58 – Buyer Cancels Appointment Collaboration.....................70 – Supplier Rejects Order Choreography..........................Buyer Requests Appointment Collaboration................Buyer Cancels Order Choreography......64 ............69 – Supplier Cancels Order Choreography.......TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Figure Figure Figure Figure Figure Figure Figure Figure Figure Figure 36 37 38 39 40 41 42 43 44 45 – Example Business Scenario Page..............................................................61 – Supplier Cancels Appointment Collaboration........Buyer Submits Order Choreography.....66 ....................73 Table GB959...62 ....65 .....3 © TM Forum 2012 Page 8 of 146 .... version 0..............................60 .Buyer Cancels Third Party Order Choreography............................................

...................................................................................77 Table 38 – Buyer-Supplier Business Interactions.......69 Table 22 – Supplier Cancels Order Business Interactions....................................................63 Table 12 – Buyer Amends Order Business Interactions......................................65 Table 14 – Buyer Cancels Third Party Cease Business Interactions.........67 Table 17 – Buyer Requests Order Performance Data Business Interactions..64 Table 13 – Buyer Cancels Order Business Interactions..........................................................................60 Table 9 – Buyer Requests Appointment Business Interactions............67 Table 18 – Buyer Requests Service Configuration Business Interactions......................................75 Table 31 – Buyer Requests Address Information Business Interactions..................................................71 Table 24 – Supplier Notifies Jeopardy Business Interactions.........................70 Table 23 – Supplier Notifies Delay Business Interactions...62 Table 11 – Supplier Requests Appointment Business Interactions......68 Table 20 – Buyer Requests Test Business Interactions.................................................68 Table 21 – Buyer Submits Order Business Interactions......................................................................................................68 Table 19 – Buyer Requests Service MAC Business Interactions....................67 Table 16 – Buyer Requests Order Status Business Interactions..................77 Table 37 – Supplier Notifies Tariff or Price Business Interactions....28 Table 3 – Level 3 Processes Related to Selected Fulfillment Metrics..........................73 Table 28 – Supplier Requests Action Business Interactions..26 Table 2 – Selected Fulfillment Metrics............71 Table 25 – Supplier Notifies Service Demonstrated Business Interactions....76 Table 36 – Buyer Requests Tariff or Price Business Interactions..............................................3 © TM Forum 2012 Page 9 of 146 ...................78 Table 39 – Data Elements for notifyAppointmentCancellationStatus....................................80 Table 40 – Data Elements for requestAppointmentAvailability............34 Table 7 – Buyer-Supplier Business Scenarios........75 Table 33 – Buyer Requests Capacity Reservation Business Interactions.............................................TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Table 1 .....................66 Table 15 – Buyer Requests Action Business Interactions...61 Table 10 – Supplier Cancels Appointment Business Interactions..29 Table 4 – Primary Order State Details......74 Table 30 – Buyer Notifies Order Forecast Business Interactions..................................75 Table 32 – Buyer Requests Capacity Reservation Business Interactions..33 Table 6 –Cancel Order State Details................76 Table 34 – Buyer Requests Quote Business Interactions.. version 0............................76 Table 35 – Buyer Requests Service Qualification Business Interactions.........72 Table 27 – Supplier Rejects Order Business Interactions.....Use of Fulfillment Level 3 Process Elements in Scenarios and Perspectives ...............................................................................32 Table 5 – Amend Order State Details..............................................................................71 Table 26 – Supplier Notifies Time or Cost Change Business Interactions............59 Table 8 – Buyer Cancels Appointment Business Interactions............74 Table 29 – Supplier Requests Information Business Interactions.......................80 GB959.

...87 requestOrderStatus........94 requestOrderInformation................................86 requestOrderCancellation............................................................. version 0..........................93 notifyThirdPartyOrderEffect.......92 notifyServiceDemonstrated....87 requestOrderPerformanceData..................................95 requestCapacityInformation..................86 requestOrderAmendment..............................90 notifyJeopardy.........................................................................................................................................94 requestAddressInformation.............84 requestAction.....89 requestThirdPartyOrderCancellationResponse 89 requestTime.............87 requestOrderPerformanceDataResponse.............92 notifyServiceConfiguration............................................90 notifyChange..................................................95 © TM Forum 2012 Page 10 of 146 ....................................................................................85 requestOrder..81 requestAppointmentCancellationResponse......3 for for for for for for for for for for for for for for for for for for for for for for for for for for for for for for for for for for for for for for for for for for for requestAppointmentAvailabilityResponse................................87 requestOrderCancellationResponse..........................81 requestAppointmentReservation.....................................88 requestServiceConfiguration.....................................................92 notifyOrderStatus..............................85 requestMAC.....................84 requestChangeConfirmation...............................................88 requestTestResponse......................................................86 requestOrderResponse.........86 requestOrderAmendmentResponse..........TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table Table 41 42 43 44 45 46 47 48 49 50 51 52 53 54 55 56 57 58 59 60 61 62 63 64 65 66 67 68 69 70 71 72 73 74 75 76 77 78 79 80 81 82 83 – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – – Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Data Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements Elements GB959...................88 requestTest........90 requestTimeResponse.....93 notifyThirdPartyOrderStatus......................84 requestActionResponse......................................85 requestChangeRejection....................................................................................................93 requestOrderAction....91 notifyMAC............81 requestAppointmentCancellation......................95 requestAddressInformationResponse.............90 notifyDelay...91 notifyOrderFallout......82 requestAppointmentReservationResponse..........................83 notifyOrderInformation..................82 requestAppointmentCancellation............................................................................................................................................89 requestThirdPartyOrderCancellation............

.............................................................97 – Data Elements for requestTemporaryAddressInformationResponse97 – Data Elements for notifyForecastResponse...............................................................96 – Data Elements for requestQuote....98 – Data Elements for notifyServiceQualification.........TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Table Table Table Table Table Table Table Table Table Table Table Table Table Table 84 85 86 87 88 89 90 91 92 93 94 95 96 97 – Data Elements for requestCapacityInformationResponse..........................109 GB959............99 ......................................99 – Data Elements for notifyPricingInformation.............97 – Data Elements for requestTemporaryAddressInformation.............NICC Scope...............96 – Data Elements for requestCapacityReservationResponse....................98 – Data Elements for requestPricingInformation...............96 – Data Elements for requestServiceQualification............................................3 © TM Forum 2012 Page 11 of 146 ....................95 – Data Elements for requestCapacityReservation...................................97 – Data Elements for requestServiceQualificationResponse........................96 – Data Elements for requestForecast.......... version 0..

The ability to improve customer experience.3 © TM Forum 2012 Page 12 of 146 . the objective is to agree a common baseline. This requires each pack to be scoped around one or more specific use cases which are a priority for many enterprises.  The ability to reduce both operational and integration costs.  The ability to increase and maintain revenues. These packs are intended to provide packaged solutions for members and the industry by delivering a “commercial off the shelf” (COTS) capability focused around specific market drivers. While it is recognized that there may be variation in detail for how companies may handle each scenario. version 0. through market share.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment 1. This will translate into a business view of activities and flows that represent how an enterprise or set of enterprises interworking in a value chain. GB959.Introduction to Quick Start Packs With the complexities of the enterprise architecture. service providers are looking for packaged solutions to meet the following business needs:  The ability to expand through innovation and new services. The ability to support “end to end” service management. handles the scenarios. To address these business needs the TM Forum has created the Quick Start Packs. The intended focal points for the Quick Start packs are the major business activities for an enterprise and their means of support.   reduction in fraud and customer retention. from which tailored amendments can be made.  The ability to reduce the “time to market” for existing and new services.

 A set of end-to-end business processes that integrate ITIL activities  A set of key metrics and their collection points 3 Maps a subset of eTOM Level 4 process elements. particularly the Business Process Framework. B/C2B interactions. including business analysts. to the reconciled items 4 Provides the following artifacts (in addition to the document itself) related to reference Fulfillment processes:  BPMN collaboration diagrams representing an external view of C2B and B2B interactions in the context of business scenarios  BPMN process diagrams representing internal CSP processes as eTOM Level 3 and Level 4 process flows  Spreadsheets associating eTOM process elements with ITIL activities.3 © TM Forum 2012 Page 13 of 146 . version 0. in the context of Level 4 process flows. SID and BPMS inputs to identify and describe:  A set of customer-to-business (C2B) and business-to-business (B2B) business scenarios and business interactions. ITIL. NBNCO/CA. architects. This Fulfillment QSP: 1 Defines Fulfillment scope in terms of:  Contributions from the Network Interoperability Consultative Committee (NICC)  Contributions from the National Broadband Network Company / Communications Alliance (NBNCO/CA)  IT Infrastructure Library (ITIL)  TM Forum Business Process Framework (eTOM)  TM Forum Information Framework (SID)  TM Forum Business Process Measurement System (BPMS) 2 Reconciles NICC. A basic knowledge of Frameworx. eTOM. is assumed.Introduction to Quick Start Pack: Fulfillment This guidebook is written for multiple audiences.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment 2. and interface developers. and/or metrics collection points  State diagrams representing order states and associated interactions GB959.

Figure 1 . which is a set of one or more business interactions.3 © TM Forum 2012 Page 14 of 146 .TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment 3. GB959. NICC and NBNCO/CA Models and Derived Artifacts The scope discussion assumes an understanding of the models used by the B2B contributions. executed under specified conditions for a specific business purpose. such as the placement an order for service or the arrangement for an appointment.NICC and NBNCO/CA Models and Derived Artifacts A business interaction is an exchange of information between two organizations in the context of a business scenario. version 0.Scope of this Quick Start Pack This section defines the scope of the Fulfillment QSP version 1. Figure 1 describes the relationship between the NICC and NBNCO/CA models and the derived artifacts for the Fulfillment QSP. and the types of artifacts that may be derived from them.

3 © TM Forum 2012 Page 15 of 146 . version 0. GB959.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment User stories describe business scenarios or business interactions in terms of a person attempting to accomplish a specific business objective.

along with a more detailed description of scope. 11) o L2C = TM Forum Fulfillment = “All the activities that are needed to configure and activate service across B2B/C2B interface.” o Note that most of QoS/SLA management is in the TM Forum Assurance vertical rather than the Fulfillment vertical. version 0.3 © TM Forum 2012 Page 16 of 146 . GB959.  (NICC ND1627. along with a more detailed description of scope. p. It covers preorder management. p. “ o “This release does not support the billing and payment areas of the end-to-end Lead-to-Cash processes as these have not yet been fully defined. 10) o “The Lead to Cash (L2C) process is defined as starting with a sales dialogue between a buyer and supplier which establishes that a product or service will meet the buyer’s needs. the service is available to use and the supplier has been paid. order management. Diagrams of the NBNCO processes are included for reference in section 13. QoS/service Level agreement management and appointment management. Note that all document references are fully expanded in the bibliography in section 14. testing management.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment NICC and NBNCO/CA High Level Scope The high Level scope in terms of NICC and NBNCO/CA can be defined by reference to primary documents. Diagrams of the NICC patterns that fall within the scope of the QSP are included for reference in section 12. Later versions may include this functionality or additional documentation may be developed to support them.”  (NBNCO/CA 2010 . It ends when this need is fulfilled.

Service Transition and Service Operation. Service Catalog Management. SLA Management and Supplier Management that are in the scope of Service Design. Release & Deployment Management. Figure 2 – High Level ITIL scope of this Quick Start Pack (enclosure) GB959. the scope of this Quick Start Pack includes activities within Request Fulfillment and also activities within Change Management.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment ITIL High Level Scope In terms of ITIL.3 © TM Forum 2012 Page 17 of 146 . Service Asset & Configuration Management. version 0. as shown in Figure 2.

version 0. as shown in Figure 3.3 © TM Forum 2012 Page 18 of 146 . Figure 3 – Level 1 eTOM scope of this Quick Start Pack (enclosed) GB959. the scope of this Quick Start Pack is the Fulfillment vertical (from Operations).TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment eTOM High Level Scope In terms of the Business Process Framework (eTOM) Level 1.

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment eTOM Level 2 Scope In terms of the Business Process Framework (eTOM) Level 2. and Order Handling within Customer Relationship Management Service Configuration & Activation within Service Management & Operations Resource Provisioning within Resource Management & Operations Supplier/Partner Requisition Management and Supplier/Partner Interface Management within Supplier/Partner Relationship Management Figure 4 – Level 2 eTOM scope in Operations of this Quick Start Pack (shaded) GB959. as shown in Figure 4:     Selling. Marketing Fulfillment Response. version 0. the scope of this Quick Start Pack is a subset of the Level 2 processes in the Fulfillment vertical (from Operations).3 © TM Forum 2012 Page 19 of 146 .

Level 3 process elements included in this Quick Start Pack are highlighted. version 0. Figure 5 – Level 3 process elements in Request to Answer (shaded) GB921-E defines this scenario with the following guidelines:   This process comprises of activities relevant to managing customer requests across all communication channels (customer interfaces). All of the Level 3 process elements are in scope except Manage Contact and Issue & Distribute Marketing Collaterals. GB959. eTOM Level 3 Scope: Request to Answer The Request to Answer scenario is shown below in the form of a Level 3 process flow.3 © TM Forum 2012 Page 20 of 146 .TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment 4. Specific information requests or product requests from the customer are qualified and addressed.Scope in Terms of GB921-E End-to-End Process Flows This section discusses QSP scope in terms of the widely known GB921-E collection of end-to-end level 3 process flows.

GB959. eTOM Level 3 Scope: Order to Payment The Order to Payment scenario is shown below in the form of a Level 3 process flow. triggering the relevant provisioning process and handing over the order to the Service layer. version 0. Figure 6 – Level 3 process elements in Order to Payment (shaded) GB921-E defines this scenario with the following guidelines:   This process deals with all activities which convert the customer request or an accepted offer into a ‘Ready for use’ product. Level 3 process elements included in this Quick Start Pack are highlighted.3 © TM Forum 2012 Page 21 of 146 . All of the Level 3 process elements are in scope except Manage Contact and Create Customer Bill Invoice.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment  This could lead to the preparation of a pre-sales offer if the customer shows interest in a particular product. This process involves capturing customer order information.

GB959. the customer order is closed and the customer satisfaction is validated.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment  Once the product is successfully provisioned.3 © TM Forum 2012 Page 22 of 146 . version 0.

 This process involves capturing customer order information. GB959. version 0.  Once the product is successfully provisioned. All of the Level 3 process elements are in scope except Manage Contact and Create Customer Bill Invoice.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment eTOM Level 3 Scope: Request to Change The Request to Change scenario is shown below in the form of a Level 3 process flow. Figure 7 – Level 3 process elements in Request to Change (shaded) GB921-E defines this scenario with the following guidelines:  This process deals with all activities which convert the customer‘s change request into a ‘Ready for use’ product.3 © TM Forum 2012 Page 23 of 146 . Level 3 process elements included in this Quick Start Pack are highlighted. triggering the relevant provisioning process and handing over the order to the Service layer. the customer order is closed and the customer satisfaction is validated.

3 © TM Forum 2012 Page 24 of 146 . GB959. capturing customer order information. Level 3 process elements included in this Quick Start Pack are highlighted. Figure 8 – Level 3 process elements in Termination to Confirmation (shaded) GB921-E defines this scenario with the following guidelines:  This process deals with all activities related to the execution of customer‘s termination request.  This process involves retention activities. and Create Customer Bill Invoice. Establish & Terminate Customer Relationship. triggering the relevant provisioning process and handing over the order to the Service layer.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment eTOM Level 3 Scope: Termination to Confirmation The Termination to Confirmation scenario is shown below in the form of a Level 3 process flow. version 0. All of the Level 3 process elements are in scope except Manage Contact.

GB959.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment  Once the product is successfully terminated. version 0. the customer order is closed and the customer satisfaction is validated.3 © TM Forum 2012 Page 25 of 146 .

GB959. All of the Level 3 process elements are in scope.3 © TM Forum 2012 Page 26 of 146 . In the end. followed by the completion of the suborder with relevant parameters. version 0. and the identification of critical and uncritical resources. The reservation or cancellation of critical resources then takes place. Level 3 process elements included in this Quick Start Pack are highlighted. starting from the feasibility check and ending with the activation of services and resources. the availability check for the services and resources. an overall acceptance test is executed. Figure 9 – Level 3 process elements in Production Order to Acceptance (shaded) GB921-E defines this scenario with the following guidelines:     This scenario manages the provisioning and termination process.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment eTOM Level 3 Scope: Production Order to Acceptance The Production Order to Acceptance scenario is shown below in the form of a Level 3 process flow. The order processing includes the verification of service specifications.

 A B2B/C2B perspective that integrates the business scenarios and interactions from the NICC and NBNCO/CA contributions in the context of Level 4 process flows.3 © TM Forum 2012 Page 27 of 146 . The methodology involves identifying essential patterns in ITIL activities and eTOM processes.  An ITIL integration perspective that uses a defined methodology to identify and incorporate ITIL activities in Level 4 process flows. version 0. and that provide B2B and C2B business scenarios and business interactions. The Level 4 perspective with ITIL integration is described in a methodology originally outlined in the Huawei contribution to Team Action Week July 2011.  Level 3 scenarios from the well-known eTOM application note “GB921-E: End-to-End Business Flows”: o Request to Answer o Order to Payment o Request to Change o Termination to Confirmation o Production Order to Acceptance  A Level 3 end-to-end perspective that combines the in-scope Level 2 processes shown in Figure 4. The Level 4 process flows include process elements derived from GB959. then using those patterns to guide the construction of Level 4 process flows.Scenarios and Perspectives for Process Flow Development This document uses five end-to-end scenarios and three additional perspectives to develop a set of Level 4 process flows that can be used to implement business processes that integrate ITIL activities with elements from the Business Process Framework. and later documented in the new application guide “GB921-L: Leveraging Level 4 Process Elements and Process Flows in Support of ITIL“.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment 5.

3 © TM Forum 2012 Page 28 of 146 .  Incoming messages appearing midway in flows were not modeled in this release. Work is underway in parallel to assign components of the extended descriptions to specific properties. using existing and implied eTOM Level 4 process elements as the BPMN activities.  Identify state models related to the reconciled scenarios and interactions.  In cases where external ITIL components such as Configuration Management System (CMS) or Known Error Database (KEDB) are referenced in the concept flow.  Extended descriptions have not been included in BPMN flows in the current release. but should be examined on an implementation-specific basis. version 0. GB959.  Only one actor and no swim lanes are used each BPMN flow in this release. the BPMN flow contains a process element that accesses the ITIL component.  Construct BPMN collaboration diagrams representing the reconciled contributions. which will be added to the BPMN flows in the next release. The Level 4 perspective with C2B/B2B integration is based on an analysis of the business scenarios and business interactions contributed in (NBNCO/CA 2010 ) and (NICC ND1627). as well as additional process elements representing ITIL activities and access to ITIL data. The following design guidelines were used in the development of the BPMN flows:  Color coding follows the scheme of GB921-L: o Gray = Elaboration o Green = Extension o Red = Enhancement. but not the ITIL component itself. The analysis process uses the following sequence of activities:  Reconcile the in-scope business scenarios and business interactions of the two contributions.  Default choices for ORs were assumed for the BPMN flows.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Level 3 process elements and previously published.

Use of the Level 3 scenarios and perspectives provides a broader and deeper understanding of the various contexts within which the collaboration diagrams and Level 4 process flows delivered with this Quick Start Pack can be used. extension and integration that are required for implementation of process flows at Level 4 and below. showing their domain emphasis and element usage. Level 3 process elements. and implementers are advised to make similar evaluations for their specific scenarios. Table 1 compares the preceding scenarios and perspectives.3 © TM Forum 2012 Page 29 of 146 . organized by level 2 parents. are highlighted if used in any of the Level 3 scenarios. The relative complexity of each Level 3 process element is indicated by the number of subtending Level 4 process elements. version 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment  Identify correspondences between Level 4 process elements used in the “Level 4 with ITIL Integration” perspective and process elements used in the collaboration diagrams. This understanding can be an important guide in the customization. GB959. Other scenarios may have quite different usage patterns.

version 0. Configure & Activate Service Issue Service Orders Recover Service GB959.Use of Fulfillment Level 3 Process Elements in Scenarios and Perspectives X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X Page 30 of 146 X X X X X X X X X X X . Fulfill. Response Track Leads Authorize Credit Close Customer Order Complete Customer Order Order Determine Customer Order Feasibility Handling Issue Customer Orders Report Customer Order Handling Track & Manage Customer Order Handling Establish & Terminate Customer Relationship Build Customer Insight Retention & Analyze & Manage Customer Risk Loyalty Personalize Customer Profile for Retention & Loyalty Validate Customer Satisfaction Allocate Specific Service Parameters to Services Service Configuration Close Service Order & Activation Design Solution Implement.3 © TM Forum 2012 Request to Answer Level 2 Process Number of Level 4 Children Table 1 .TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment 3 4 X 0 3 3 3 5 X X X X Level 3 End-to-End X Prod. Order to Acceptance X X Termination to Confirmation 2 3 2 3 4 4 3 2 2 3 2 2 2 0 0 2 0 2 3 2 4 2 4 3 Request to Change Order to Payment Level 3 Process Element Manage Contact Customer Manage Request Interface Analyze & Report on Customer Management Mediate & Orchestrate Customer Interactions Manage Prospect Qualify Opportunity Negotiate Sales/Contract Selling Acquire Customer Data Cross/Up Selling Develop Sales Proposal Manage Sales Accounts Issue & Distribute Marketing Collaterals Mktg.

Order to Acceptance Resource Provisioning Level 3 Process Element Report Service Provisioning Test Service End-to-End Track & Manage Service Provisioning Allocate & Install Resource Close Resource Order Configure & Activate Resource Issue Resource Orders Recover Resource Report Resource Provisioning Test Resource Track & Manage Resource Provisioning Manage Schedule & Appointments Plan and Forecast Workforce Management Administer and Configure Workforce Management Report Workforce Management Manage Work Order Lifecycle Select Supplier/Partner Determine S/P Pre-Requisition Feasibility Track & Manage S/P Requisition Receive & Accept S/P Requisition Initiate S/P Requisition Order Report S/P Requisition Close S/P Requisition Order Manage S/P Requests (Including Self Service) Analyze & Report S/P Interactions Mediate & Orchestrate Supplier/Partner Interactions Termination to Confirmation Level 2 Process Number of Level 4 Children TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment X X Page 31 of 146 . version 0.Workforce Management Supplier/ Partner Requisition Management Supplier/ Partner Interface Mgmt GB959.3 © TM Forum 2012 3 3 3 5 0 3 3 6 3 3 3 4 3 8 0 7 2 3 7 2 2 3 2 3 2 3 X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X X Level 3 End-to-End Request to Change Request to Answer Order to Payment X Prod.

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment

6.Fulfillment Metrics
This section describes selected TM Forum metrics1 related to fulfillment, and the
relationship of those metrics to ETOM processes. This is not an exhaustive
list, but sufficiently varied to illustrate the association of low level eTOM
processes with specific metrics. The selected metrics are listed in Table 2.
Table 2 – Selected Fulfillment Metrics
Metric
ID
F-CE-2a

F-CE-2b

F-CE-2c

Metric Purpose
Mean Duration to Fulfill
Service Order
Mean Time Difference
between Customer
Requested Delivery Date
and Planned Date
Percentage of Orders
Delivered by Committed
Date

F-CE-3

Percentage of Service
Usability Queries

F-CE-4

Percentage of Service
Activation Failures

F-CE-4b

Percentage of Early Life
Failures

F-OE2a

Mean Time Order to
Activation

F-OE2b

Order to Activation Time
by Major Process

F-OE3a

Percentage of Orders
Requiring Rework by
Cause Type

F-OE3b

Mean Time to Handle
Defects or Rework from
Order to Customer
Acceptance

Numerator

Denominator

Time from order
placement to customer
acceptance
Sum of time from
Customer Required Date
to Customer Committed
Date
Number of deliveries or
activations fulfilled by
committed date
Number of customer
contacts relating to
usability of installed
service
Failed , reopened, and
problem reported
activations or deliveries
Number of customer
accepted orders that fail
within the first 28 days
Aggregate time from order
date to customer
acceptance closed
Overall time from order to
activation broken down by
major process
Number of orders
requiring rework from
Order to Activation by
cause

Number of
completions accepted
by customers

Aggregate time to resolve
defects and rework from
order to acceptance

Sum of time for all
installation
commitments
Total deliveries or
activations in
reporting period
Total deliveries or
activations in
reporting period
Total deliveries or
activations in
reporting period
Number of orders
accepted by
customers in period
Number of
completions accepted
by customers
Number of
completions accepted
by customers
Total number of orders

Total number of hours

1 From the Business Performance Measurement System (BPMS) v5.6.1.
GB959, version 0.3

© TM Forum 2012

Page 32 of 146

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment

Metric
ID
F-OE3d

Metric Purpose
Percentage of Orders
Pending Error Fix

Numerator

Denominator

Total number of orders
with pending error fixes

Total number of orders
with errors

CIM

Selling

MFR

OH

RL

SCA

GB959, version 0.3

X

X

X

X

X

© TM Forum 2012

F-OE-3d

X

X

X

X

X

X

X

X

X

X

X

X
X

X

F-OE-3b

F-OE-3a

F-OE-2b

F-OE-2a

F-CE-4b

F-CE-4

F-CE-3

F-CE-2c

Level 3 Process Element
Manage Contact
Manage Request
Analyze & Report on Customer
Mediate & Orchestrate Customer
Interactions
Manage Prospect
Qualify Opportunity
Negotiate Sales/Contract
Acquire Customer Data
Cross/Up Selling
Develop Sales Proposal
Manage Sales Accounts
Issue & Distribute Marketing Collaterals
Track Leads
Authorize Credit
Close Customer Order
Complete Customer Order
Determine Customer Order Feasibility
Issue Customer Orders
Report Customer Order Handling
Track & Manage Customer Order
Handling
Establish & Terminate Customer
Relationship
Build Customer Insight
Analyze & Manage Customer Risk
Personalize Customer Profile for Retention
& Loyalty
Validate Customer Satisfaction
Allocate Specific Service Parameters to
Services
Close Service Order
Design Solution

F-CE-2b

Level
2
Proces
s

F-CE-2a

Table 3 describes the relationships between each of the above metrics and the
level 3 processes that were compared in the previous table. Many of the same
processes can be used in customer-specific service level agreement (SLA)
monitoring and calculation.
Table 3 – Level 3 Processes Related to Selected Fulfillment Metrics

X

X

X

X

X

X
X

Page 33 of 146

X

RP

WFM

SPRM

SPIM

X

X
X

X

X

X
X

Note that the suggested processes are the minimal set required to provide the
monthly measurements described in the BPMS. The same measurements could of
course be made much more frequently with the same set of processes.
A service provider concerned with SLA management could add instrumentation to
intervening processes in order to identify e.g. intermediate “jeopardy points” that,
if not reached within a specific time interval relative to a previous process, would
accurately predict an impending SLA violation. This would involve more, perhaps
most, of the listed processes.
GB959, version 0.3

© TM Forum 2012

Page 34 of 146

F-OE-3d

F-OE-3b

F-OE-3a

F-OE-2b

F-OE-2a

F-CE-4b

F-CE-4

F-CE-3

F-CE-2c

Level 3 Process Element
Implement, Configure & Activate Service
Issue Service Orders
Recover Service
Report Service Provisioning
Test Service End-to-End
Track & Manage Service Provisioning
Allocate & Install Resource
Close Resource Order
Configure & Activate Resource
Issue Resource Orders
Recover Resource
Report Resource Provisioning
Test Resource
Track & Manage Resource Provisioning
Manage Schedule & Appointments
Plan and Forecast Workforce Management
Administer and Configure Workforce
Management
Report Workforce Management
Manage Work Order Lifecycle
Select Supplier/Partner
Determine S/P Pre-Requisition Feasibility
Track & Manage S/P Requisition
Receive & Accept S/P Requisition
Initiate S/P Requisition Order
Report S/P Requisition
Close S/P Requisition Order
Manage S/P Requests (Including Self
Service)
Analyze & Report S/P Interactions
Mediate & Orchestrate Supplier/Partner
Interactions

F-CE-2b

Level
2
Proces
s

F-CE-2a

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment

or could use the second derivatives to trigger sooner but more speculatively based on the “acceleration” of changes of the measurements.3 © TM Forum 2012 Page 35 of 146 .TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment A service provider that wished to anticipate trends in the standard measurements could use the first derivatives of the deltas between successive periodic measurements to trigger alerts based on the rate of change of the measurements. GB959. version 0.

“Move”. “Add”. Specifically:  An Amend Order is not a “Change Order” but rather a request for an in-flight revision of a “New”. and may overlap in time.Order Types and Order States A fundamental aspect of both buyer-supplier and internal business scenarios is the set of states and transitions for an order. As a result. These states help to define the legal agreement between buyer and supplier.3 © TM Forum 2012 Page 36 of 146 . Another reason for using the above terms is to avoid confusing these interorganization requests with commonly used terms like “New”. All of those terms are considered Primary Orders in this model. or any other supplier-supported type of Primary Order. “Move”. “Change”. “Disconnect”. the following order types are defined in the QSP:  Primary Orders represent orders originally submitted from a buyer to a supplier. “Change”. The request for in-flight revision may be accepted or rejected independently of the Primary Order to which it refers. GB959.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment 7. and also to categorize the use of specific business interactions within each business scenario. because multiple amendments and cancellations can be attempted. “Disconnect”.  Cancel Orders represent requests by the buyer to cancel a Primary Order. which refer to the state of the service for the ordering customer.  Amend Orders represent requests by the buyer to amend a Primary Order. Order Types and Their Relationship to Order Processing The QSP defines several distinct types of orders in order to support these goals:    Clear representation of the state of an original order Support for multiple buyer-initiated amendments and/or cancellations Clear representation of the state of a specific attempt by the buyer to modify or cancel an order from the state of the original order. These states represent a synthesis of the NICC and NBNCO/CA contributions. These goals would be difficult to achieve in the context of a state model representing only the original order. version 0. “Add”.

“Move”. “Disconnect”. version 0. “Change”. GB959. or other any other supplier-supported type of Primary Order.3 © TM Forum 2012 Page 37 of 146 .TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment  A Cancel Order is not a “Disconnect Order” but rather a request for cancellation of a “New”. “Add”. The request for cancellation may be accepted or rejected independently of the Primary Order to which it refers.

Rejected Pending Committed. GB959. The supplier has informed the buyer that the order is valid. but validation has not begun. Cancelled Acknowled ged Completed. Figure 10 – Primary Order State Diagram Table 4 – Primary Order State Details Name Started Pending Acknowled ged Committed Completed Description The order has been received by the supplier but the supplier has not yet responded. The supplier has informed the buyer that the order has been fulfilled. Rejected. The supplier has informed the buyer that the supplier is committed to fulfill the order. version 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Primary Order States States for Primary Orders are shown and described below.3 © TM Forum 2012 Predecess or(s) Successor (s) None Pending Started Acknowled ged. The supplier has informed the buyer that the order has been received. but the supplier has not yet committed to fulfill it. Cancelled Committed None Page 38 of 146 .

version 0. either because it was invalid or because it was infeasible. The supplier has informed the buyer that the amendment is valid. Committed None Amend Order States States for Amend Orders are shown and described below. but validation has not begun. The supplier has informed the buyer that the amendment request has been received. Pending. Figure 11 – Amend Order State Diagram Table 5 – Amend Order State Details Name Started Pending Acknowledg ed Description The amendment request has been received by the supplier but the supplier has not yet responded.3 © TM Forum 2012 Predecess or(s) Successor (s) None Pending Started Acknowled ged. The supplier has informed the buyer that the order was cancelled by the buyer or the supplier. Rejected Pending Completed. Acknowled ged None Acknowled ged.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Rejected Cancelled The supplier has informed the buyer that the order was rejected. Rejected Page 39 of 146 . GB959.

GB959. version 0.3 © TM Forum 2012 Committed None Pending. The supplier has informed the buyer that the amendment was rejected. The supplier has informed the buyer that the amendment has been completed. either because it was invalid or because it was infeasible.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Completed Rejected but the supplier has not yet committed to fulfill it. Acknowled ged None Page 40 of 146 .

Figure 12 – Cancel Order State Diagram Table 6 –Cancel Order State Details Name Started Pending Acknowledg ed Completed Rejected Description The cancellation request has been received by the supplier but the supplier has not yet responded. version 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Cancel Order States States for Cancel Orders are shown and described below. but validation has not begun. either because it was GB959. but the supplier has not yet committed to fulfill it. The supplier has informed the buyer that the cancellation request has been received. The supplier has informed the buyer that the cancellation has been completed. The supplier has informed the buyer that the cancellation was rejected. Acknowled ged None Page 41 of 146 .3 © TM Forum 2012 Predecess or(s) Successor (s) None Pending Started Acknowled ged. Rejected Committed None Pending. The supplier has informed the buyer that the cancellation is valid. Rejected Pending Completed.

version 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment invalid or because it was infeasible. GB959.3 © TM Forum 2012 Page 42 of 146 .

In the Fulfillment vertical. In this case. version 0. based on various business models and implementations. This section contains concept diagrams that show a high level view of each process. the existing level 3 process descriptions have been used to derive process flows.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment 8.eTOM Level 3 End-to-End Process Flows This section describes level 3 process flows that are relevant to Fulfillment business scenarios. Level 3 Process Flow for Internally Generated Requests Figure 13 shows the eTOM level 3 fulfillment process flow for orders originating from a customer through a CSR or self-care portal (as opposed to orders originating from a partner).3 © TM Forum 2012 Page 43 of 146 . a large collection of process elements have already been defined at eTOM level 3. GB959.

version 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Figure 13 – Level 3 End-to-End Flow – Internally Generated Requests GB959.3 © TM Forum 2012 Page 44 of 146 .

GB959. A pattern can be seen in which Track & Manage acts as the “brains” at each level. Pre-order and order requests go to Manage Prospect. This is similar to the process described in the previous section. if the order is a type of preauthorized activity. it begins with Track Leads. the eTOM level 3 fulfillment process for internally generated requests encompasses a wide range of process elements from lead management through billing initiation:     If the process is initiated by a lead. beginning with Authorize Credit and ending with Complete Customer Order. and Manage Work Order Lifecycle for order components that can be processed internally. otherwise it begins with Manage Request. The branch logic for these situations would be difficult to represent in a level 3 process flow. which is the first of a series of Selling process elements ending with Acquire Customer Data. for example. the intervening steps up to Issue Order could be omitted. for successful orders the Validate Customer Satisfaction step closes the loop with the customer and begins post-order processing. Track & Manage Customer Order Handling is responsible for most of the interaction with other layers. Issue Resource Orders. while requests for address or pricing information will go to other level 3 request handling processes (not shown in this diagram). Finally. Entire sections of a flow can also be bypassed. For example.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment As shown in Figure 13.3 © TM Forum 2012 Page 45 of 146 . calling on subtending Issue processes and responding to higher Track & Manage processes. Level 3 Process Flow for Externally Generated Requests Figure 14 shows the eTOM level 3 fulfillment process flow for orders originating from a partner. version 0. Note that many process elements can be skipped. but is shown in the level 4 process flow for Selling. and going to Initiate Supplier/Partner Requisition Order for components that must be obtained externally. potentially calling on any combination of Issue Service Orders. which receives and responds to external requests. the Manage Prospects step would be unnecessary. From this point the request can go in one of several directions. with a few significant differences:  The process begins and ends with Manage Supplier/Partner Requests. An appointment request will go to Manage Schedule & appointments. At this point the flow incorporates a series of steps from Order Handling. if an order is received from an existing customer.

so the process is more streamlined. Note that although not shown in the diagram.. using the S/PRM processes shown in the previous figure. it is possible that some order components might be sourced from yet another partner. up-selling. each of whom is acting as both buyer and supplier.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment  There is no need for lead processing. Figure 14 – Level 3 End-to-End Flow – Externally Generated Requests Level 3 Process Flow between Partners Figure 15 shows the eTOM level 3 fulfillment process flow linking two partners. etc. GB959. This view uses the same major process elements as in the preceding diagrams.3 © TM Forum 2012 Page 46 of 146 . but highlights how two (or more) organizations could interact with each other as both buyer and supplier:  The focus of this diagram is only on order processing as opposed to the multiple types of activity shown in the two preceding diagrams. version 0.

Service or Resource layers. version 0. Figure 15 – Level 3 End-to-End Flow – Reciprocal Buyer-Supplier Interactions GB959. but in each case they go through Track & Manage Supplier/Partner Requisition to Issue Customer Orders on the partner side. Orders can be sent to suppliers from the Customer. meaning that they are handled by the supplier as customer orders regardless of the way in which they are classified by the buyer. the paired Issue and Track & Manage processes decompose the order and handle resulting components at each layer.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment   As before.3 © TM Forum 2012 Page 47 of 146 .

in order to make clear what candidates are available. These diagrams also highlight the points at which ITIL activities are integrated and at which B2B interactions occur. Four of its derived Level 3 process elements have been further decomposed into ten Level 4 process elements.” GB959. with selected Level 4 process elements represented by BPMN activities.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment 9. by representing them as vertical “phases” or groupings along the top of each diagram. As with section 4. Note that not all Level 4 children of a Level 2 process are used in the flows presented in this QSP. Many of the derived level 4 process elements are either pervasive – running more or less constantly in the background – or would have to be invoked constantly throughout the flow. Customer Interface Management Customer Interface Management is a Level 2 process at the intersection of the Customer Relationship Management Level 1 process with the Fulfillment vertical. The brief description from GB921-D: “Managing all interfaces between the enterprise and potential and existing customers. The selection of level 4 process elements for use in process flows is a judgment call that must be made by each eTOM implementer based on the purpose and required level of detail of the flows.eTOM Level 4 Process Elements and Process Flows This section describes level 4 process flows that are relevant to Fulfillment business scenarios. 3. version 0. existing process descriptions have been used to derive process flows. This section contains BPMN process diagrams that illustrate the detailed operation of in-scope Level 3 processes in the context of a Level 2 process. and 4 processes are included in the “fan-out” diagrams in this section.3 © TM Forum 2012 Page 48 of 146 . It comprises four Level 3 processes that represent all xxx-related activities within the xxx-related aspects of Fulfillment. Therefore all Level 2.

” GB959. version 0. Provide Request Status returns the status. If the request is actually a status request related to a previous request. It comprises two Level 3 processes that represent all customer-related and product-related activities within the order-related aspects of Fulfillment.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Figure 16 – Customer Interface Management and its Level 3 and Level 4 children The flow for Customer Interface Management is simple. The brief description from GB921-D: “Responsible for the issue and distribution of marketing collateral directly to a customer and the subsequent tracking of resultant leads.3 © TM Forum 2012 Page 49 of 146 . Handle Request accepts the incoming request and directs it to the appropriate process. Two of its derived Level 3 process elements have been further decomposed into four Level 4 process elements. Figure 17 – Customer Interface Management L4 Process Flow Marketing Fulfillment Response Marketing Fulfillment Response is a Level 2 process at the intersection of the Customer Relationship Management Level 1 process with the Fulfillment vertical.

The brief description from GB921-D: “Responsible for managing prospective customers. Figure 19 – Marketing Fulfillment Response L4 Process Flow Selling Selling is a Level 2 process at the intersection of the Customer Relationship Management Level 1 process with the Fulfillment vertical.Marketing Fulfillment Response and its Level 3 and Level 4 children Track Marketing Leads monitors incoming leads and passes them to Evaluate Marketing Leads. and matching customer expectations.” GB959. Seven of its derived Level 3 process elements have been further decomposed into 16 Level 4 process elements. which passes qualified leads to the Selling processes. It comprises seven Level 3 processes that represent all customer-related and product-related activities within the order-related aspects of Fulfillment. and for qualifying and educating customers.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Figure 18 . version 0.3 © TM Forum 2012 Page 50 of 146 .

GB959.Selling and its Level 3 and Level 4 children The process flow for Selling illustrates the use of phases to indicate the boundaries of Level 3 processes by placement of Level 4 process elements as activities within the phases.3 © TM Forum 2012 Page 51 of 146 . and if still viable. If it is a lead. version 0. If the request is not a preauthorized activity. matched against possible products by Identify Potential Solutions.    The flow begins by checking for the type of activity represented by the incoming request.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Figure 20 . If it is a preauthorized activity such as a customer administrator making configuration changes. and the request will go directly to Acquire Customer Data. it is analyzed by Analyze Prospect Leads. if not. most of the Level 3 processes will be bypassed. otherwise the flow is terminated. directed by Assign Prospect to Sales Channel. the flow evaluates whether it is a lead. the Manage Prospect process will be skipped.

Because an organization may use multiple.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment          Regardless of whether the request began as a lead. of which Qualify Opportunity is the first. If it is a custom order. Next the flow executes Negotiate Sales Contract. With the information from the preceding three activities. The flow proceeds into Cross/Up Selling. Define Alternative Customized Solutions finds alternative implementations. Ascertain Customer Requirements and Determine Support for Requirements examine the content and basic feasibility of the request. The Selling process ends with two ITIL-related activities: update the CMS with the information produced so far. the next step is to Determine Required Customer Data.3 © TM Forum 2012 Page 52 of 146 . differing types of RFC with associated disparate activities. and Obtain Customer Agreement. the non-custom branch begins with the creation of a non-custom RFC and order. Develop Proposal Against Customer Requirements can proceed. which creates an ITIL Request for Change (RFC) and also creates the order itself. If it reached this point by bypassing most processes because the request is pre-authorized. the Qualify Opportunity process will be skipped. and Assess Strategic Impacts examines risks and pre-feasibility. At this point another new activity is introduced to obtain from the ITIL Configuration Management System (CMS) the customer’s current configuration and related Key Performance Indicators (KPIs). including the selfexplanatory Negotiate Standard Terms and Conditions. If it is not a custom order. version 0. and initiate a Service Transition Plan. first it creates an operational RFC and order. the creation of an RFC and an order occurs in one of three possible places. Develop & Negotiate Non. the flow next evaluates whether it represents a custom order. The detail of the Plan will be proportional to the type of request and the complexity of the order and of the customer’s affected services.Standard Terms and Conditions. The branch is then joined by the custom branch for the remainder of Develop Sales Proposal. followed by Capture & Record Customer Data. In any case. The output may range from quite complex for a custom order to quite simple for a common mass market order. At this point the flow introduces an activity not based on an existing eTOM level 4 process element (and therefore shaded in green). using Analyze Customer Trends to flag problems or opportunities. At this point the flow enters Acquire Customer data. Assess Potential Development & Risk identifies resource and financial requirements. if not. and Recommend Appropriate Offerings to suggest alternative choices. GB959.

The brief description from GB921-D: “Responsible for accepting and issuing orders.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Figure 21 – Selling L4 Process Flow Order Handling Order Handling is a Level 2 process at the intersection of the Customer Relationship Management Level 1 process with the Fulfillment vertical. version 0. Four of its derived Level 3 process elements have been further decomposed into nine Level 4 process elements. GB959. It comprises seven Level 3 processes that represent all customer-related and product-related activities within the order-related aspects of Fulfillment.3 © TM Forum 2012 Page 53 of 146 .” Note that the Pricing Management business scenarios in section 10 are related to the activities in the Negotiate Sales Contract phase in Figure 21.

otherwise there is next an update to the CMS and to the order state (Pending). If the order is valid. Rejected if invalid). the service provider may have a policy that preauthorized activity is exempt. If the order originated with an external organization. Next. An additional ITIL-related activity (skipped if the order is infeasible) conducts an impact analysis.3 © TM Forum 2012 Page 54 of 146 . Next the CMS and order state are updated (Acknowledged if valid.        The flow begins by checking for the origin of the incoming order. version 0. most of the processing of Order Handling will be unnecessary.Order Handling and its Level 3 and Level 4 children The process flow for Order Handling is relatively complex for the number of activities involved due to the logic related to multiple order state transitions. the flow proceeds to Determine Customer Order Feasibility.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Figure 22 . then the flow goes directly to Issue Customer Order. GB959. or Cancelled). and the flow proceeds directly to Track & Manage Customer Order. The next activity in this phase is Assess Customer Order. if the incoming order represents a preauthorized activity. The first Level 4 activity to be invoked is Issue Customer Order (note the difference in plurality between this Level 4 process element and its Level 3 parent). Based on these evaluations the CMS and order state are updated (Committed. the flow goes to Issue Customer Orders. For example. The next step is to Authorize Credit. Following either bypass or successful Authorize Credit. Rejected. determining its validity. The next update to the CMS and order state requires two evaluations: one for feasibility and one to check whether the order was cancelled in the time since it was acknowledged. including CMS data if available. This step may be skipped in some cases.

or Committed).3 © TM Forum 2012 Page 55 of 146 . it is again possible that the order has been cancelled in the time since it was committed. Based on this evaluation the CMS and order state are updated (Completed or Cancelled). Throughout the flow. version 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment     Committed orders proceed to Track and Manage Customer Order Handling. which uses Manage Customer Information to update required data and then Manage Customer Interaction to notify the customer of completion. Upon completion of processing in Track and Manage. which may manage multiple interactions with Issue xxx and Track and Manage xxx processes in other layers (not shown here but shown in the preceding section in the Level 3 end-to-end and inter-organizational process flows). orders go to Close Customer Order as soon as they reach a terminal state (Rejected. Figure 23 – Order Handling L4 Process Flow GB959. Completed orders proceed to Complete Customer Order. Cancelled.

Initialize After-Sales Processes triggers downstream billing and assurances processes. and the use of loyalty schemes in the potential acquisition of customers.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Retention & Loyalty Retention & Loyalty is a Level 2 process at the intersection of the Customer Relationship Management Level 1 process with the Fulfillment vertical.” Figure 24 – Retention & Loyalty and its Level 3 and Level 4 children The process flow for Retention & Loyalty – invoked for completed orders – is simple. GB959.    First. Finally.3 © TM Forum 2012 Page 56 of 146 . Five of its derived Level 3 process elements have been further decomposed into 16 Level 4 process elements. Validate Customer Feedback ensure that the solution meets customer expectations. The complexity of the individual process elements will be related to the complexity of the order and the services it conveys. Validate Solution Predicted/Expected Value checks that the customer can receive expected value from their investment. version 0. bringing an end to the Fulfillment process. involving only Validate Customer Satisfaction. The brief description from GB921-D: “Manage all functionalities related to the retention of acquired customers. It includes five Level 3 processes that represent all xxx-related activities within the xxxrelated aspects of Fulfillment.

version 0. The brief description from GB921D: “Responsible for the installation and configuration of the service for customers.3 © TM Forum 2012 Page 57 of 146 .TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Figure 25 – Retention & Loyalty L4 Process Flow Service Configuration & Activation Service Configuration & Activation is a Level 2 process at the intersection of the Service Management & Operations Level 1 process with the Fulfillment vertical. Eight of its derived Level 3 process elements have been further decomposed into 27 Level 4 process elements. including the installation of customer premises equipment.” GB959. It includes nine Level 3 processes that represent all service-related activities related to Fulfillment.

Because the ITIL CMS should be referenced as part of this activity. Develop Detailed Service Design. but more complex than. the Mark Service Order for Special Handling activity may now be invoked. The latter is tagged as requiring updates to ITIL CMS and Service Transition Plan. If a new solution design is required because the service order is not for an already-designed solution. which determines the validity of the incoming request. If the request is feasible.3 © TM Forum 2012 Page 58 of 146 .TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Figure 26 . invoking Track & Manage Service Provisioning for most of the remaining flow. This activity should also include updates to the ITIL CMS. This phase identifies available parameters with Determine Service Parameter Availability. and then reserves them with Reserve Service Parameters. the flow proceeds to Create Service Orders. Next the flow enters the Allocate Specific Service Parameters to Service phase. and Develop Service Implementation Plan. no service order is created and the flow terminates with no further processing. version 0.Service Configuration & Activation and its Level 4 and Level 4 children The process flow for Service Configuration & Activation is similar to. while taking a parallel path through the other phases. GB959. Track & Manage Service Provisioning may manage multiple interactions with Issue xxx and Track and Manage xxx processes in other layers (not shown here but shown in the preceding section in the Level 3 end-to-end and interorganizational process flows). Next the flow splits. Track & Manage Customer Order:        The flow begins with Assess Service Request. progressing through Develop Overall Service Design. If the request is infeasible. the flow enters the Design Solution phase. Based on the content of the service order. it has been color coded in the flow.

The latter is tagged as requiring updates to ITIL CMS and Service Transition Plan. which is tagged as requiring updates to ITIL CMS and Service Transition Plan. and Activate Service. At this point the final phase. GB959. Configure & Activate Service phase. Close Service Order. Activities in the Allocate Specific Service Parameters to Service phase involve updates to ITIL CMS. the flow invokes Allocate Service Parameters. This consists of a single activity. the flow proceeds to the Implement. is entered. If the service parameters were successfully allocated. otherwise it invokes Release Service Parameters.Service Configuration & Activation L4 Process Flow    If the parameters can be allocated before the reservation expires. version 0. which is a straightforward execution of Configure Service.3 © TM Forum 2012 Page 59 of 146 . Implement Service.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Figure 27 .

or in response to requests from other processes to alleviate specific resource capacity shortfalls. It includes eight Level 3 processes that represent all resource-related activities related to Fulfillment. Figure 28 . installation. version 0. Seven of its derived Level 3 process elements have been further decomposed into 26 Level 4 process elements. configuration.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Resource Provisioning Resource Provisioning is a Level 2 process at the intersection of the Resource Management & Operations Level 1 process with the Fulfillment vertical. activation and testing of specific resources to meet the service requirements.” The process flow for Resource Provisioning is similar to that of Service Configuration & Activation. except that there is no design phase: GB959.3 © TM Forum 2012 Page 60 of 146 . availability concerns or failure conditions.Resource Provisioning and its Level 3 and Level 4 children The brief description from GB921-D: “Allocation.

it has been color coded in the flow.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment           The flow begins with Assess Resource Request. the flow proceeds to Create Resource Orders. The latter is tagged as requiring updates to ITIL CMS. GB959. This activity should also include updates to the ITIL CMS. is entered. If the resources were successfully allocated. Track & Manage Resource Provisioning may manage multiple interactions with Issue xxx and Track and Manage xxx processes in other layers (not shown here but shown in the preceding section in the Level 3 end-to-end and inter-organizational process flows). This phase identifies available resources with Determine Resource Availability. otherwise it invokes Release Resource. invoking Track & Manage Resource Provisioning for most of the remaining flow. Based on the content of the resource order. the flow invokes Allocate Resource. version 0. Because the ITIL CMS should be referenced as part of this activity. the Mark Resource Order for Special Handling activity may now be invoked. the flow proceeds to the Configure & Activate Resource phase. Next the flow splits. All of the activities in the Allocate & Install Resource phase involve updates to ITIL CMS. which is tagged as requiring updates to ITIL CMS. followed by Install and Commission Resource. This consists of a single activity. If the request is infeasible. which determines the validity of the incoming request. which includes Configure Resource. and then reserves them with Reserve Resource. At this point the final phase. If the resources can be allocated before the reservation expires. no resource order is created and the flow terminates with no further processing. and Activate Resource. while taking a parallel path through the other phases. Close Resource Order. If the request is feasible.3 © TM Forum 2012 Page 61 of 146 . Implement Resource. Next the flow enters the Allocate & Install Resource phase.

GB959. The brief description from GB921-D: “Managing the staff performing manual activities along with managing the actual activity being performed”.Resource Provisioning L4 Process Flow Workforce Management Workforce Management is a Level 2 process at the intersection of the Resource Management & Operations Level 1 process with the Operations Support & Readiness vertical.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Figure 29 . It includes five Level 3 processes that represent all work order-related and workforce-related activities. version 0.3 © TM Forum 2012 Page 62 of 146 . Four of its derived Level 3 process elements have been further decomposed into 22 Level 4 process elements.

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Figure 30 . Track & Manage Work Order may manage multiple interactions with processes in other layers (not shown here but shown in the preceding section in the Level 3 end-to-end and inter-organizational process flows). while taking a parallel path through the other steps. it is evaluated to determine whether it will go to Manage Reservations or Manage Appointments. version 0. then the flow ends. GB959. Assign Task. The parallel paths rejoin before the flow invokes Close Work Order and ends.3 © TM Forum 2012 Page 63 of 146 . invoking Track & Manage Work Order for most of the remaining flow. and another for Manage Work Order Lifecycle:       If the incoming request is a work order. If the incoming request is not a work order. one for Manage Schedule & Appointments. Next the flow splits. it is processed by Issue Work Order.Workforce Management and its Level 3 and Level 4 children The process flow for Workforce Management involves two separate paths. and Dispatch Task. The other part of the parallel flow passes through Analyze & Decompose Work Order.

” GB959.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Figure 31 – Workforce Management L4 Process Flow Supplier/Partner Requisition Management Supplier/Partner Requisition Management is a Level 2 process at the intersection of the Resource Management & Operations Level 1 process with the Fulfillment vertical. or instead of. S/P Requisition Management to achieve this. This process interfaces with the supplier’s CRM process for order handling.3 © TM Forum 2012 Page 64 of 146 . Six of its derived Level 3 process elements have been further decomposed into 19 Level 4 process elements. supply chain processes in SIP may be involved as well as. It includes seven Level 3 processes that represent all resource-related activities related to Fulfillment. version 0. According to the appropriate policy and practices of the enterprise. Brief description from GB921-D: “S/P Requisition Management brief description: S/P Requisition Management processes manage requisitions with partners/suppliers to ensure on-time and correct delivery of the product or service requested by the enterprise.

3 © TM Forum 2012 Page 65 of 146 .Supplier/Partner Requisition Management and its Level 3 and Level 4 children Supplier/Partner Interface Management Supplier/Partner Interface Management is a Level 2 process at the intersection of the Resource Management & Operations Level 1 process with the Fulfillment vertical.” GB959.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Figure 32 . version 0. Three of its derived Level 3 process elements have been further decomposed into eight Level 4 process elements. Brief description from GB921-D: “Manage the contacts between the enterprise and its current or future suppliers/partners for products or services. It includes three Level 3 processes that represent all resource-related activities related to Fulfillment.

version 0. which describe interactions between organizations in terms of message flows between pools (which optionally contain swim lanes). One point of this comparison is to show how essential state information can be associated with message flows. allowing contractual GB959. an example can be seen in the business scenario Buyer Cancels Third Party Order in the next section. message flows are exchanged between a Level 3 process on the Buyer and a Level 3 process on the Supplier.Supplier/Partner Interface Management and its Level 3 and Level 4 children Examples of Level 3 and Level 4 Processes in Business Scenarios This section provides an overview of the way that Level 3 and Level 4 processes can be used to describe an inter-organizational collaboration. showing the subtending Level 4 processes where relevant. The scenarios can be easily extended to include more than two organizations. and a message flow describes a business interaction in technology-independent terms. These scenarios are illustrated using BPMN collaboration diagrams. For purposes of this QSP. Both scenarios involve interactions between two organizations (typically two service providers).TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Figure 33 . Buyer Submits Order. but it is instructive to see how multiple process flows composed of these lower-level processes interact. In the Level 3 scenario in Figure 34. The Level 4 view in Figure 35 expands the level of detail.3 © TM Forum 2012 Page 66 of 146 . using one of the most common business scenarios. as an example. Collaboration diagrams differ from BPMN process diagrams in that multiple pools are involved and that message flows are represented. a BPMN collaboration diagram or BPMN choreography diagram (defined in the next section) describes a business scenario. That scenario is described in more detail on page 85.

Another point is to show how the points of interaction in terms of Level 3 or Level 4 process elements are not necessarily the points where the “real work” (that determines state) is done. Figure 34 – Level 3 Order Management Collaboration GB959.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment agreements between Buyer and Supplier to be expressed in BOMN.3 © TM Forum 2012 Page 67 of 146 . version 0.

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment In both diagrams.3 © TM Forum 2012 Page 68 of 146 . and the Supplier responds over time with several updates indicating changes to the state of the order. but in this example. Figure 35 – Level 4 Order Management Collaboration GB959. the Buyer submits an order (a Primary Order in terms of the discussion of order types and states on page Error: Reference source not found) to a Supplier. both requestOrder and notifyOrderStatus are asynchronous. A BPMN message flow may include more than one message. version 0.

focuses on a specific business scenario and the interactions it entails. version 0. For example. Any collaboration diagram or choreography diagram. interspersed with the business interactions shown in these two diagrams could be many additional business interactions related to appointment management.3 © TM Forum 2012 Page 69 of 146 . order status notification. order status inquiry and response.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Note that the business interactions described in a particular view like the one shown here are not exclusive. etc. in order to be readable. GB959.

appears on page 85. The example scenario below. a BPMN choreography diagram in many cases. and a list of business interactions to describe each business scenario. which incorporate the business interactions described in the previous section.3 © TM Forum 2012 Page 70 of 146 . shown in Figure 36. Buyer-Supplier Business Scenarios This section describes the in-scope business scenarios. These scenarios represent a synthesis of the NICC and NBNCO/CA contributions.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment 10. How to Use this Section This section uses a narrative. “Order Management: Buyer Submits Order”. version 0. GB959.

3 © TM Forum 2012 Page 71 of 146 . version 0. Table 7 – Buyer-Supplier Business Scenarios Category Initiat or Business Scenario Buyer Cancels Appointment Buyer Requests Appointment Supplie Supplier Cancels Appointment r Supplier Requests Appointment Buyer Amends Order Buyer Cancels Order Buyer Cancels Third Party Order Buyer Requests Action Buyer Requests Order Status Buyer Requests Order Performance Buyer Data Buyer Requests Service Configuration Buyer Requests Service MAC Buyer Requests Test Buyer Submits Order Supplier Cancels Order Supplier Notifies Delay Supplier Notifies Jeopardy Supplier Notifies Service Supplie Demonstrated r Supplier Notifies Time or Cost Change Supplier Rejects Order Supplier Requests Action Supplier Requests Information Buyer Buyer Notifies Order Forecast Buyer Requests Address Information Buyer Requests Capacity Information Buyer Requests Capacity Buyer Appointment Management Order Management Pre-Order Management GB959. the remainder of this section describes the individual business scenarios in the order listed below.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Figure 36 – Example Business Scenario Page Table 7 lists the in-scope business scenarios that consist of interactions between buyers and suppliers. Following Table 7.

3 Buyer Supplie Supplier Notifies Tariff or Price r © TM Forum 2012 Page 72 of 146 . version 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Reservation Buyer Requests Quote Buyer Requests Service Qualification Buyer Requests Tariff or Price Pricing Management GB959.

At some point following reservation the buyer discovers that the appointment must be cancelled. and requests cancellation from the supplier. this scenario does not provide for the supplier to refuse cancellation. version 0. The scenario is an extension of the Buyer Requests Appointment scenario on page 74. Figure 37 – Buyer Cancels Appointment Collaboration Table 8 describes the business interactions within this business scenario.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Appointment Management: Buyer Cancels Appointment In this scenario the buyer cancels a previously reserved appointment. Table 8 – Buyer Cancels Appointment Business Interactions Send er Buyer Buyer Buyer Business Interaction requestAppointmentAvailabilit y requestAppointmentReservati on requestAppointmentCancellat ion GB959. The collaboration including level 4 process elements is shown in Figure 37.3 Respons e Y Y Y © TM Forum 2012 Valid for Order State(s) Next Primary Order State N/A N/A N/A N/A N/A N/A Page 73 of 146 . Unlike the similar scenario of Supplier Cancels Appointment on page 76.

version 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment GB959.3 © TM Forum 2012 Page 74 of 146 .

it is possible that the reservation request will fail.Buyer Requests Appointment Collaboration Table 9 describes the business interactions within this business scenario. If that happens. If a suitable appointment is presented the buyer may request a reservation. Table 9 – Buyer Requests Appointment Business Interactions Sen der Business Interaction GB959. If the buyer selects a different time period.3 Respo nse Valid for Order State(s) © TM Forum 2012 Next Primary Page 75 of 146 . The collaboration including level 4 process elements is shown in Figure 38 Figure 38 . Because the availability request does not lock a reservation. The supplier responds with the status of the reservation. the buyer can either repeat the entire process or abandon it. version 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Appointment Management: Buyer Requests Appointment In this scenario the buyer negotiates with the supplier to obtain an appointment that both can meet. The buyer requests a list of available appointments within a specific time period. If there are none available or if none of the options are suitable. or to abandon the effort. the process is repeated. the buyer must decide whether to ask for a list of appointments in a different time period.

Figure 39 – Supplier Cancels Appointment Collaboration Table 21 describes the business interactions within this business scenario. The collaboration including level 4 process elements is shown in Figure 39.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Order State Buye r Buye r requestAppointmentAva ilability requestAppointmentRes ervation Y Y N/A N/A N/A N/A Appointment Management: Supplier Cancels Appointment In this scenario the supplier attempts to cancel an appointment that was previously reserved the buyer. this scenario allows the buyer to refuse cancellation.3 Respons e Y Y © TM Forum 2012 Valid for Order State(s) Next Primary Order State N/A N/A N/A N/A Page 76 of 146 . Unlike the similar scenario of Buyer Cancels Appointment on page 72. and requests cancellation from the buyer. At some point following reservation the supplier discovers that the appointment must be cancelled. Table 10 – Supplier Cancels Appointment Business Interactions Send er Buyer Buyer Business Interaction requestAppointmentAvailabilit y requestAppointmentReservati GB959. The scenario is an extension of the Buyer Requests Appointment scenario on page 74. version 0.

version 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Suppli er Buyer on requestAppointmentCancellati on notifyAppointmentCancellatio nStatus GB959.3 N N © TM Forum 2012 N/A N/A N/A N/A Page 77 of 146 .

3 Respo nse N Valid for Order State(s) Next Primary Order State N/A N/A © TM Forum 2012 Page 78 of 146 . Table 11 – Supplier Requests Appointment Business Interactions Send er Suppli er Business Interaction requestOrderActi on GB959. Subsequently the Buyer Cancels Appointment and Supplier Cancels Appointment scenarios are possible. The request is made using the requestOrderAction interaction.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Appointment Management: Supplier Requests Appointment In this scenario the supplier requests that the buyer make an appointment. The buyer initiates the Buyer Requests Appointment scenario. version 0.

Table 12 – Buyer Amends Order Business Interactions Send er Buyer Suppli er Suppli er Business Interaction requestOrderAmen dment notifyOrderStatus notifyOrderStatus GB959. version 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Order Management: Buyer Amends Order NOTE: Please read the discussion of order types and states on page Error: Reference source not found for best understanding of this section. The supplier either rejects the request as invalid or acknowledges its validity.Buyer Amends Order Choreography Table 12 describes the business interactions within this business scenario. Figure 40 . The supplier confirms the receipt of the request.3 Respo nse Y Valid for Amend Order State(s) Next Amend Order State N/A Started Started Pending Pending Acknowledge d N N © TM Forum 2012 Page 79 of 146 . In this scenario the buyer requests in-flight revision of a previously submitted order that has advanced to the Committed state as described in Buyer Submits Order. The supplier either rejects the request as infeasible or confirms that it has been implemented (meaning that the original order has been amended). The collaboration including level 4 process elements is shown in Figure 40. Next the supplier checks the feasibility of the request. and then checks its validity.

The supplier either rejects the request as infeasible or confirms that it has been implemented (meaning that the original order has been cancelled).Buyer Cancels Order Choreography Table 13 describes the business interactions within this business scenario.3 Business Interaction Respo nse Valid for Cancel Order State(s) © TM Forum 2012 Next Cancel Order State Page 80 of 146 . The supplier either rejects the request as invalid or acknowledges its validity. Table 13 – Buyer Cancels Order Business Interactions Send er GB959.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Suppli er Suppli er Suppli er notifyOrderStatus notifyOrderStatus notifyOrderFallout N N Acknowledged Completed Pending. The supplier confirms the receipt of the request. Figure 41 . In this scenario the buyer requests cancellation of a previously submitted order that has advanced to either the Acknowledged or the Committed state as described in Buyer Submits Order. The collaboration including level 4 process elements is shown in Figure 41. Next the supplier checks the feasibility of the request. Acknowledged Rejected Rejected N/A N Order Management: Buyer Cancels Order NOTE: Please read the discussion of order types and states on page Error: Reference source not found for best understanding of this section. version 0. and then checks its validity.

and it proceeds to the Committed state. a cease service request from gaining their customer. The collaboration including level 4 process elements is shown in . otherwise it uses requestThirdPartyOrderCancellation to attempt to cancel buyer A’s order. At this point the supplier determines that the order affects buyer B.g. Table 14 – Buyer Cancels Third Party Cease Business Interactions GB959. e. The supplier determines disposition.Buyer Cancels Third Party Order Choreography Table 14 describes the business interactions within this business scenario. and notifies buyer A with notifyOrderStatus that the order is either Completed or Cancelled. Acknowledged Rejected Rejected N/A N N N N N Order Management: Buyer Cancels Third Party Order NOTE: Please read the discussion of order types and states on page Error: Reference source not found for best understanding of this section. version 0. The supplier alerts buyer A with notifyThirdPartyOrderEffect.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Buyer Suppli er Suppli er Suppli er Suppli er Suppli er requestOrderCance llation notifyOrderStatus notifyOrderStatus notifyOrderStatus notifyOrderStatus notifyOrderFallout Y N/A Started Started Pending Pending Acknowledge d Acknowledged Completed Pending. Figure 42 . notifies buyer B with notifyThirdPartyOrderStatus. Buyer A submits an order in the usual way as described in Buyer Submits Order. In this scenario there are two buyers.3 © TM Forum 2012 Page 81 of 146 . Buyer B does nothing if the effect is expected.

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Send er Suppli er Buyer Suppli er Business Interaction notifyThirdPartyOrderEffect requestThirdPartyOrderCanc ellation notifyThirdPartyOrderStatus GB959. version 0.3 Respon se N Y N © TM Forum 2012 Valid for Third Party Order State(s) Next Primary Order State Committed N/A Committed N/A Completed. Cancelled N/A Page 82 of 146 .

version 0.3 © TM Forum 2012 Page 83 of 146 . Table 17 describes the business interactions within this business scenario. Table 16 describes the business interactions within this business scenario. GB959. Table 16 – Buyer Requests Order Status Business Interactions Send er Buyer Suppli er Business Interaction requestOrderStat us notifyOrderStatus Respo nse N Valid for Order State(s) Next Primary Order State All All All All N Order Management: Buyer Requests Order Performance Data In this scenario the buyer requests that the supplier return performance information on the order management process. The asynchronous response contains the status. Table 15 – Buyer Requests Action Business Interactions Send er Buyer Suppli er Business Interaction requestAction (depends on request) Respo nse Valid for Order State(s) N N (depends on request) Next Primary Order State N/A (depends on request) N/A Order Management: Buyer Requests Order Status In this scenario the buyer requests that the supplier return the status of a current order. Table 15 describes the business interactions within this business scenario. The asynchronous response depends on the action requested.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Order Management: Buyer Requests Action In this scenario the buyer requests that the supplier perform some action in connection with a current order. The synchronous response contains the information.

the buyer requests that the supplier make changes to the configuration of an existing service.3 Respo nse N N Valid for Order State(s) N/A Next Primary Order State N/A N/A N/A © TM Forum 2012 Page 84 of 146 . Table 18 describes the business interactions within this business scenario. Table 19 describes the business interactions within this business scenario. Table 18 – Buyer Requests Service Configuration Business Interactions Send er Business Interaction Respo nse Buyer requestServiceConfig uration notifyServiceConfigu ration N Suppl ier Valid for Order State(s) Next Primary Order State N/A N/A N/A N/A N Order Management: Buyer Requests Service MAC In this scenario the buyer requests a Migration Access Code (MAC) from the supplier in order to allow an end user to migrate an existing service to another location or equipment. The supplier returns the status of the configuration change in the response. Table 19 – Buyer Requests Service MAC Business Interactions Send er Buyer Suppli er Business Interaction requestMAC notifyMAC GB959.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Table 17 – Buyer Requests Order Performance Data Business Interactions Send er Buyer Respo nse Business Interaction requestOrderPerformance Data Valid for Order State(s) Primar y Order State N/A N/A Y Order Management: Buyer Requests Service Configuration In this scenario. version 0. The supplier returns the MAC in the response.

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Order Management: Buyer Requests Test In this scenario. GB959. the buyer requests that the supplier perform a test of a specific service that the supplier currently provides to the buyer. If the order has not been rejected or cancelled. acknowledges its validity. Table 20 – Buyer Requests Test Business Interactions Send er Buyer Business Interaction requestTest Respo nse N Valid for Order State(s) N/A Next Primary Order State N/A Order Management: Buyer Submits Order NOTE: Please read the discussion of order types and states on page Error: Reference source not found for best understanding of this section. and then checks its validity. The supplier rejects the order as invalid. Next the supplier checks the feasibility of the order.3 © TM Forum 2012 Page 85 of 146 . The synchronous response contains the test results. The collaboration including level 4 process elements is shown in Figure 43. version 0. commits to implement it. then once it has been implemented the supplier confirms that it has been completed. or reports that it has been cancelled by the buyer or supplier. The supplier confirms the receipt of the order. or reports that it has been cancelled by the buyer or supplier. This is a key business scenario upon which several others are based. The supplier rejects the order as infeasible. Table 20 describes the business interactions within this business scenario. In this scenario the buyer submits an order.

3 © TM Forum 2012 Page 86 of 146 .TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Figure 43 .Buyer Submits Order Choreography Table 21 describes the business interactions within this business scenario. version 0. Table 21 – Buyer Submits Order Business Interactions Send er Business Interaction Respo nse Valid for Primary Order State(s) Buyer Suppli er Suppli er Suppli er Suppli er Suppli er Suppli er requestOrder notifyOrderStatu s notifyOrderStatu s notifyOrderStatu s notifyOrderStatu s notifyOrderStatu s notifyOrderStatu s Y N N/A Next Primary Order State Started Started Pending Pending Acknowledged Acknowledged Committed Committed Completed Pending. Committed Cancelled N N N N N Order Management: Supplier Cancels Order NOTE: Please read the discussion of order types and states on page Error: Reference source not found for best understanding of this section. GB959. Acknowledged Rejected Acknowledged.

Table 22 – Supplier Cancels Order Business Interactions Send er Business Interaction Respo nse Valid for Primary Order State(s) Buyer Suppli er Suppli er Suppli er Suppli er requestOrder notifyOrderStatu s notifyOrderStatu s notifyOrderStatu s2 notifyOrderStatu s Y N N/A Next Primary Order State Started Started Pending Pending Acknowledged Acknowledged Committed Acknowledged. Committed Cancelled N N N 2 This interaction will not occur if the supplier cancels the order before it is Committed. Figure 44 – Supplier Cancels Order Choreography Table 22 describes the business interactions within this business scenario.3 © TM Forum 2012 Page 87 of 146 . version 0. GB959. The collaboration including level 4 process elements is shown in Figure 44.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment In this scenario the supplier cancels a previously submitted order that has advanced to either the Acknowledged state or the Committed state as described in Buyer Submits Order.

version 0. Table 25 – Supplier Notifies Service Demonstrated Business Interactions Send er Suppli er Business Interaction notifyServiceDemonst rated GB959. Table 23 describes the business interaction within this business scenario.3 Respo nse N Valid for Order State(s) Next Primary Order State Completed N/A © TM Forum 2012 Page 88 of 146 . Table 25 describes the business interactions within this business scenario. Table 24 – Supplier Notifies Jeopardy Business Interactions Send er Suppli er Business Interaction notifyJeopardy Respo nse N Valid for Order State(s) Next Primary Order State All N/A Order Management: Supplier Notifies Service Demonstrated In this scenario the supplier notifies that the service has been demonstrated to the end user after an order was completed. This scenario typically predicts an SLA violation. Table 23 – Supplier Notifies Delay Business Interactions Send er Suppli er Business Interaction notifyDelay Respo nse N Valid for Order State(s) Next Primary Order State All N/A Order Management: Supplier Notifies Jeopardy In this scenario the supplier notifies the buyer that there may be a delay in the processing of an order. This scenario typically involves an SLA violation. Table 24 describes the business interactions within this business scenario.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Order Management: Supplier Notifies Delay In this scenario the supplier notifies the buyer that there will be a delay in the processing of an order.

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Order Management: Supplier Notifies Time or Cost Change In this scenario. Committed N © TM Forum 2012 All N/A N/A N/A Page 89 of 146 . using the previously described scenarios for those activities.3 Valid for Primary Order State(s) Next Primary Order State All N/A TBD N/A TBD N/A N N Y Y Acknowledged. The buyer may then accept or reject the change. Committed Acknowledged. a change must be made to one or more parameters of cost or schedule. Table 26 – Supplier Notifies Time or Cost Change Business Interactions Send er Suppli er Buyer Buyer Buyer Buyer Suppli er Business Interaction Respo nse N notifyChange requestChangeConfir mation requestChangeRejecti on requestOrderAmendm ent requestOrderCancellat ion notifyOrderStatus GB959. the supplier notifies the buyer that for a specific order in progress. and/or amend or cancel the affected order. version 0. Table 26 describes the business interactions within this business scenario.

3 N © TM Forum 2012 Page 90 of 146 . Figure 45 – Supplier Rejects Order Choreography Table 27 describes the business interactions within this business scenario.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Order Management: Supplier Rejects Order NOTE: Please read the discussion of order types and states on page Error: Reference source not found for best understanding of this section. The collaboration including level 4 process elements is shown in Figure 45. In this scenario the supplier cancels a previously submitted order that has advanced to either the Pending state or the Acknowledged state. Table 27 – Supplier Rejects Order Business Interactions Send er Business Interaction Respo nse Valid for Primary Order State(s) Buyer Suppli er Suppli requestOrder notifyOrderStatu s notifyOrderStatu N N N/A Next Primary Order State Started Started Pending Pending Acknowledged GB959. version 0.

Table 28 describes the business interaction within this business scenario. The asynchronous response depends on the action requested. GB959. The amended order contains the requested information. Table 29 – Supplier Requests Information Business Interactions Send er Suppli er Business Interaction requestOrderInform ation Respo nse N Valid for Order State(s) All Next Primary Order State N/A 3 This interaction will not occur if the supplier rejects the order before it is Acknowledged. version 0. Acknowledged Rejected Order Management: Supplier Requests Action In this scenario the supplier requests that the buyer perform some action in connection with a current order. Table 28 – Supplier Requests Action Business Interactions Send er Suppli er Business Interaction requestOrderActio n Respo nse N Valid for Order State(s) All Next Primary Order State N/A Order Management: Supplier Requests Information This scenario In this scenario the supplier requests that the buyer provide some information in connection with a current order.3 © TM Forum 2012 Page 91 of 146 .TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment er Suppli er s3 notifyOrderStatu s N Pending.

Table 30 – Buyer Notifies Order Forecast Business Interactions Send er Buyer Suppli er Business Interaction requestForecast notifyForecastResp onse Respo nse N N Valid for Order State(s) N/A Next Primary Order State N/A N/A N/A Pre-Order Management: Buyer Requests Address Information In this scenario the buyer requests address information from the supplier in order to place an order. The address information is returned in the synchronous response. The capacity information is returned in the synchronous response. Table 31 – Buyer Requests Address Information Business Interactions Send er Buye r Business Interaction requestAddressInform ation Respo nse N Valid for Order State(s) Next Primary Order State N/A N/A Pre-Order Management: Buyer Requests Capacity Information In this scenario the buyer requests capacity information from the supplier in order to determine whether to reserve capacity. Table 30 describes the business interactions within this business scenario. version 0.3 Business Interaction Respo nse Valid for Order State(s) © TM Forum 2012 Next Primary Order State Page 92 of 146 . Table 32 – Buyer Requests Capacity Reservation Business Interactions Send er GB959. Table 31 describes the business interactions within this business scenario. Table 32 describes the business interaction within this business scenario.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Pre-Order Management: Buyer Notifies Order Forecast In this scenario the buyer provides the supplier a forecast of order activity.

The quote is returned in the synchronous response.3 © TM Forum 2012 Page 93 of 146 . The address information is returned in the synchronous response. the buyer requests a quote from the supplier based on an order that could be placed later. Table 35 – Buyer Requests Service Qualification Business Interactions GB959. Table 34 – Buyer Requests Quote Business Interactions Send er Buyer Business Interaction requestQuote Respo nse Y Valid for Order State(s) N/A Next Primary Order State N/A Pre-Order Management: Buyer Requests Service Qualification In this scenario the buyer requests qualification of a service address to determine whether the supplier can provide a specific service there.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Buye r requestCapacityInfor mation Y N/A N/A Pre-Order Management: Buyer Requests Capacity Reservation In this scenario the buyer requests address information from the supplier in order to place an order. version 0. After the synchronous acknowledgement. Table 34 describes the business interaction within this business scenario. Table 33 – Buyer Requests Capacity Reservation Business Interactions Send er Buye r Business Interaction requestCapacityReser vation Respo nse Y Valid for Order State(s) Next Primary Order State N/A N/A Pre-Order Management: Buyer Requests Quote In this scenario. Table 35 describes the business interactions within this business scenario. the supplier provides the qualification in an asynchronous response. Table 33 describes the business interaction within this business scenario.

The information is returned in the asynchronous response. version 0. Table 37 – Supplier Notifies Tariff or Price Business Interactions Sende r Supplie r Business Interaction notifyPricingInform ation GB959.3 Respo nse N Valid for Order State(s) Next Primary Order State N/A N/A © TM Forum 2012 Page 94 of 146 . Table 36 describes the business interactions within this business scenario. Table 36 – Buyer Requests Tariff or Price Business Interactions Send er Buyer Suppli er Business Interaction requestPricingInform ation notifyPricingInformat ion Respo nse N Valid for Order State(s) Next Primary Order State N/A N/A N/A N/A N Pricing Management: Supplier Notifies Tariff or Price In this scenario.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Send er Business Interaction Respo nse Buyer requestServiceQuali fication notifyServiceQualific ation Y Suppl ier Valid for Order State(s) Next Primary Order State N/A N/A N/A N/A N Pricing Management: Buyer Requests Tariff or Price In this scenario. the buyer requests information from the supplier regarding tariffs and/or prices. the supplier informs the buyer that one or more tariffs and/or prices have changed. Table 37 describes the business interactions within this business scenario.

The responses are not listed separately in Table 6. Following Table 38. Note that data elements related to message handling or implementation. their responses if applicable. the remainder of this section describes the individual business interactions. Business interactions flagged with “Response” are considered synchronous and have a defined response. message timestamp. Table 38 lists the in-scope business interactions between buyers and suppliers. C (Conditional). or O (Optional). Buyer-Supplier Business Interactions Business interactions are derived from the NICC and NBNCO/CA contributions. are not listed. All synchronous business interactions are originated by the Buyer. which is expected within a short period of time (usually seconds. and are used in the business scenarios described in the previous section. specified in an SLA). The names of the interactions all take the form of <verb><noun>. and are named by appending “Response” to the original message. In the data element tables.3 © TM Forum 2012 Page 95 of 146 . version 0. the “Req” column describes the requirement status of the data element as M (Mandatory). such as message ID.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment 11. Table 38 – Buyer-Supplier Business Interactions GB959. and the data elements associated with the interactions. where the verb can be either “request” or “notify”:  notify<noun> – Each interaction that uses this form is one of the following: o An asynchronous notifications of the status of an entity such as an order o A delayed (non-immediate) response to a previous query or request o An asynchronous notification of an event of interest to the recipient. etc.  request<noun> – Each interaction that uses this form is a request for action and/or information.

3 Initia tor Business Interaction Synchron ous Respons e notifyAppointmentCancellation Status Y requestAppointmentAvailability Buyer requestAppointmentCancellatio Y n requestAppointmentReservatio Y n Suppli requestAppointmentCancellatio er n notifyOrderInformation Y requestAction requestChangeConfirmation requestChangeRejection requestMAC Y requestOrder Y requestOrderAmendment Buyer requestOrderCancellation Y requestOrderStatus Y requestOrderPerformanceData requestServiceConfiguration Y requestTest requestThirdPartyOrderCancella Y tion Y requestTime notifyChange notifyDelay notifyJeopardy notifyMAC notifyOrderFallout Suppli notifyOrderStatus er notifyServiceConfiguration notifyServiceDemonstrated notifyThirdPartyOrderEffect notifyThirdPartyOrderStatus requestOrderAction requestOrderInformation Y requestAddressInformation Y requestCapacityInformation Y requestCapacityReservation © TMrequestForecast Forum 2012 Page 96 of 146 . version 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Category Appointment Management Order Management GB959.

version 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment GB959.3 © TM Forum 2012 Page 97 of 146 .

NOTE: Unlike a Buyer-requested cancellation. Table 40 – Data Elements for requestAppointmentAvailability GB959. The immediate response from the Supplier contains zero or more appointments that have not yet been reserved. Supplier Sends requestAppointmentAvailabilityResponse The Buyer uses this interaction to request a list of available appointments within the SLA for a product. or within a specified time rang within or outside the SLA.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Appointment Management: Buyer Sends notifyAppointmentCancellationStatus The Buyer uses this interaction to confirm or deny the Supplier-requested cancellation of an appointment which had previously been reserved by the Buyer. version 0. the Buyer may either confirm or deny the Supplier’s cancellation request. which the Supplier must confirm.3 © TM Forum 2012 Page 98 of 146 . NOTE: This interaction does not automatically reserve an appointment. Table 39 – Data Elements for notifyAppointmentCancellationStatus Data Element Customer Re q M Account Location M M Type of Work Related Product M M Cancellation Confirmation Date/Time/Duration M M Description The customer for the product requiring an appointment The account associated with the product The location at which the work is to be performed The type of work to be performed The product for which the work is to be performed Confirms or denies the requested cancellation Specifies the cancelled appointment Appointment Management: Buyer Sends requestAppointmentAvailability. outside the SLA for a product.

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Data Element Customer Re q M Account Location M M Type of Work Related Product M M Requested before SLA C Requested after SLA C Personnel Qualification Personnel Authentication Requested Date/Time Range C C O Description The customer for the product requiring an appointment The account associated with the product The location at which the work is to be performed The type of work to be performed The product for which the work is to be performed Indicates appointment requested earlier than SLA supports Indicates appointment requested later than SLA supports Specific technical qualification(s) required of personnel Specific security qualification(s) required of personnel Optional specific date/time range of desired appointment Table 41 – Data Elements for requestAppointmentAvailabilityResponse Data Element Customer Re q M Description Account Location M M Type of Work Related Product M M Personnel Qualification Personnel Authentication Date/Time/Duration Range C The customer for the product requiring an appointment The account associated with the product The location at which the work is to be performed The type of work to be performed The product for which the work is to be performed Confirms the requested qualification C Confirms the requested qualification O List of available appointments that fit the request GB959. version 0.3 © TM Forum 2012 Page 99 of 146 .

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment

Appointment Management: Buyer Sends
requestAppointmentCancellation, Supplier Sends
requestAppointmentCancellationResponse
The Buyer uses this interaction to request cancellation of a specific appointment
which was previously reserved by the Buyer and confirmed by the Supplier. The
immediate response from the Supplier confirms the cancellation.
NOTE: There is no provision for the Supplier to deny the request.
Table 42 – Data Elements for requestAppointmentCancellation
Data Element
Customer

Re
q
M

Account
Location

M
M

Type of Work
Related Product

M
M

Date/Time

M

Description
The customer for the product requiring an
appointment
The account associated with the product
The location at which the work is to be
performed
The type of work to be performed
The product for which the work is to be
performed
Specific date/time of reserved appointment

Table 43 – Data Elements for requestAppointmentCancellationResponse
Data Element
Customer

Re
q
M

Description

Account
Location

M
M

Type of Work
Related Product

M
M

Cancellation
Confirmation
Date/Time/Duration

M

The customer for the product requiring an
appointment
The account associated with the product
The location at which the work is to be
performed
The type of work to be performed
The product for which the work is to be
performed
Confirms the requested cancellation

M

Specifies the cancelled appointment

GB959, version 0.3

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Appointment Management: Buyer Sends
requestAppointmentReservation, Supplier Sends
requestAppointmentReservationResponse
The Buyer uses this interaction to request reservation of a specific appointment
which was determined to be available during a previous interaction with the
Supplier. The immediate response from the Supplier indicates whether the
reservation was successful and whether any requested personnel qualifications
and/or authentications were confirmed.
Table 44 – Data Elements for requestAppointmentReservation
Data Element
Customer

Re
q
M

Account
Location

M
M

Type of Work
Related Product

M
M

Requested Date/Time
Requested before SLA

M
C

Requested after SLA

C

Personnel
Qualification
Personnel
Authentication

C
C

Description
The customer for the product requiring an
appointment
The account associated with the product
The location at which the work is to be
performed
The type of work to be performed
The product for which the work is to be
performed
Specific date/time of desired appointment
Indicates appointment requested earlier
than SLA supports
Indicates appointment requested later than
SLA supports
Specific technical qualification(s) required of
personnel
Specific security qualification(s) required of
personnel

Table 45 – Data Elements for requestAppointmentReservationResponse
Data Element
Customer

Re
q
M

Account
Location

M
M

Type of Work

M

GB959, version 0.3

Description
The customer for the product requiring an
appointment
The account associated with the product
The location at which the work is to be
performed
The type of work to be performed
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Data Element
Related Product
Reservation
Confirmation
Personnel
Qualification
Personnel
Authentication
Date/Time/Duration

Re
q
M
M
C
C
O

Description
The product for which the work is to be
performed
Confirms or denies the requested reservation
Confirms or denies the requested
qualification
Confirms or denies the requested
qualification
Specifies the appointment if successful

Appointment Management: Supplier Sends
requestAppointmentCancellation
The Supplier uses this interaction to request cancellation of an appointment which
was previously reserved by the Buyer. The Buyer eventually (but not necessarily
immediately) confirms or denies the cancellation using the
notifyAppointmentCancellationStatus interaction.
Table 46 – Data Elements for requestAppointmentCancellation
Data Element
Customer

Re
q
M

Account
Location

M
M

Type of Work
Related Product

M
M

Date/Time

M

GB959, version 0.3

Description
The customer for the product requiring an
appointment
The account associated with the product
The location at which the work is to be
performed
The type of work to be performed
The product for which the work is to be
performed
Specific date/time of reserved appointment

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Order Management: Buyer Sends notifyOrderInformation
The Buyer uses this interaction to provide information related to a specific order,
previously requested by the Supplier using requestOrderInformation.
Table 47 – Data Elements for notifyOrderInformation
Data Element
Order ID
Additional Data

Re
q
M
M

Description
The ID of the order for which information was
requested
Dependent on order type and buyer-supplier
agreement

Order Management: Buyer Sends requestAction, Supplier
Sends requestActionResponse
The Buyer uses this interaction to request a specific action from the Supplier. The
immediate response from the Supplier confirms or denies the request, and if
confirmed, also contains the dates and times at which the Supplier plans to begin
and end the requested activity.
Table 48 – Data Elements for requestAction
Data Element
Customer

Re
q
M

Description

Account
Type of Action
Related Product

M
M
M

Requested Starting
Date/Time
Requested Ending
Date/Time
Action Notes

O

The customer for the product requiring an
action
The account associated with the action
The type of action to be performed
The product for which the action is to be
performed
Desired starting date/time of action

O

Desired ending date/time of action

O

Notes about the action to be performed

Table 49 – Data Elements for requestActionResponse
GB959, version 0.3

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Data Element
Customer

Re
q
M

Description

Account
Type of Action
Related Product

M
M
M

Action Confirmation
Planned Starting
Date/Time
Planned Ending
Date/Time

M
C

The customer for the product requiring an
action
The account associated with the product
The type of action to be performed
The product for which the action is to be
performed
Confirms or denies the requested action
Planned starting date/time of action

C

Planned ending date/time of action

Order Management: Buyer Sends requestChangeConfirmation
The Buyer uses this interaction to confirm a change to an order previously
requested by the Supplier.
Table 50 – Data Elements for requestChangeConfirmation
Data Element
Order ID
Change ID

Re
q
M
M

Description
The ID of the order to be changed
The ID of this change notification

Order Management: Buyer Sends requestChangeRejection
The Buyer uses this interaction to reject a change to an order previously
requested by the Supplier.
Table 51 – Data Elements for requestChangeRejection
Data Element
Order ID
Change ID

GB959, version 0.3

Re
q
M
M

Description
The ID of the order to be changed
The ID of this change notification

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Table 53 – Data Element Re q Customer M Account M Location M Product Requested Date M O Additional Data O Data Elements for requestOrder Description The customer for the product The account associated with the product The location at which the product will be installed or used The product ordered Optional specific date/time of desired completion Dependent on order type and buyer-supplier agreement Table 54 – Data Elements for requestOrderResponse Data Element Order ID GB959.3 Re q M Description The ID of the order in the supplier’s tracking system © TM Forum 2012 Page 105 of 146 . Supplier Sends requestOrderResponse The Buyer uses this interaction to submit a Primary Order. along with information related to any initial error if one occurred.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Order Management: Buyer Sends requestMAC The Buyer uses this interaction to request a Migration Access Code (MAC) from the supplier in order to allow an end user to migrate an existing service to another location or equipment. version 0. The immediate response from the Supplier provides an Order ID that the Buyer must use in subsequent interactions related to the order. Table 52 – Data Elements for requestMAC Data Element End User Service Re q M M Description The end user for the service requiring a MAC The service requiring a MAC Order Management: Buyer Sends requestOrder.

The immediate response from the Supplier confirms the ID of the order being amended. along with information related to any initial error if one occurred. version 0. and provides an Amend Order ID that the Buyer must use in subsequent interactions related to the order. Table 55 – Data Elements for requestOrderAmendment Data Element Order ID Re q M Description The ID of the order to be amended Table 56 – Data Elements for requestOrderAmendmentResponse Data Element Original Order ID Re q M Amend Order ID M Error Information O Description The ID of the original order in the supplier’s tracking system The ID of the amend order in the supplier’s tracking system Dependent on occurrence and details of initial error Order Management: Buyer Sends requestOrderCancellation. along with information related to any initial error if one occurred. and provides an Amend Order ID that the Buyer must use in subsequent interactions related to the order. GB959. Supplier Sends requestOrderCancellationResponse The Buyer uses this interaction to submit a Cancel Order against a previously submitted Primary Order.3 © TM Forum 2012 Page 106 of 146 . Supplier Sends requestOrderAmendmentResponse The Buyer uses this interaction to submit an Amend Order against a previously submitted Primary Order. The immediate response from the Supplier confirms the ID of the order being amended.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Data Element Error information Re q O Description Dependent on occurrence and details of initial error Order Management: Buyer Sends requestOrderAmendment.

and amend order. version 0. not to the original order being amended or cancelled. The supplier eventually (but not necessarily immediately) responds with notifyOrderStatus.3 Re q M Description The ID of the order in the supplier’s tracking system © TM Forum 2012 Page 107 of 146 . NOTE: The Oder ID in this interaction may be the ID of an original (primary) order. Table 59 – Data Elements for requestOrderStatus Data Element Order ID GB959. If the order ID refers to an amend order or cancel order. the information returned in the notifyOrderStatus interaction refers to that order.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Table 57 – Data Elements for requestOrderCancellation Data Element Order ID Re q M Description The ID of the order to be amended Table 58 – Data Elements for requestOrderCancellationResponse Data Element Original Order ID Re q M Cancel Order ID M Error Information O Description The ID of the original order in the supplier’s tracking system The ID of the cancel order in the supplier’s tracking system Dependent on occurrence and details of initial error Order Management: Buyer Sends requestOrderStatus The Buyer uses this interaction to request the status of an order. or a cancel order.

3 Re q M Description The ID of the service to be changed © TM Forum 2012 Page 108 of 146 .TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Order Management: Buyer Sends requestOrderPerformanceData. The Supplier eventually (but not necessarily immediately) responds with notifyServiceConfiguration. Table 62 – Data Elements for requestServiceConfiguration Data Element Service ID GB959. The immediate response from the Supplier provides the performance report. Table 60 – Data Elements for requestOrderPerformanceData Data Element Customer Supplier Start Date/Time End Date/Time Report Type Re q M M M M C Description The customer for the product The supplier of the product Starting date/time of reporting period Ending date/time of reporting period The type of report requested Table 61 – Data Elements for requestOrderPerformanceDataResponse Data Element Customer Supplier Start Date/Time End Date/Time Report Type Report Information Re q M M M M C O Description The customer for the product The supplier of the product Starting date/time of reporting period Ending date/time of reporting period The type of report requested Dependent on previous buyer-supplier agreement Order Management: Buyer Sends requestServiceConfiguration The Buyer uses this interaction to request a change in the configuration of an existing service. version 0. Supplier Sends requestOrderPerformanceDataResponse The Buyer uses this interaction to request a report on the performance of the order management system.

Supplier Sends requestTestResponse The Buyer uses this interaction to request that the Supplier conduct a test of a specific instance of a service. version 0. The immediate response from the Supplier provides the results of the requested test. Table 63 – Data Elements for requestTest Data Element Customer Account Service ID Type of Test Test Variant Test Priority Re q M M M C O O Description The customer for the product requiring an appointment The account associated with the product The ID of the service to be tested The type of test to be performed The variant of the test to be performed The priority of the test to be performed Table 64 – Data Elements for requestTestResponse Data Element Customer Re q M Account Service ID Test Results M M M Type of Test Test Variant Test Priority C O O GB959.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Data Element Configuration Details Requested Date/Time Range Re q C O Description Dependent on previous buyer-supplier agreement Optional specific date/time range of desired change Order Management: Buyer Sends requestTest.3 Description The customer for the product requiring an appointment The account associated with the product The ID of the service to be tested Dependent on previous buyer-supplier agreement The type of test to be performed The variant of the test to be performed The priority of the test to be performed © TM Forum 2012 Page 109 of 146 .

version 0. by the Supplier relative to a specific order.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Order Management: Buyer Sends requestThirdPartyOrderCancellation The Buyer uses this interaction to request the cancellation of a third-party order that affects them. Table 65 – Data Elements for requestThirdPartyOrderCancellation Data Element Order ID Re q M Description The ID of the order to be cancelled Table 66 – Data Elements for requestThirdPartyOrderCancellationResponse Data Element Original Order ID Re q M Cancel Order ID M Error Information O Description The ID of the original order in the supplier’s tracking system The ID of the cancel order in the supplier’s tracking system Dependent on occurrence and details of initial error Order Management: Buyer Sends requestTime. Supplier Sends requestTimeResponse The Buyer uses this interaction to request more time to perform an action previously requested. The immediate response from the Supplier confirms or denies the request.3 Re q M Description The ID of the affected order © TM Forum 2012 Page 110 of 146 . or to provide information previously requested. Table 67 – Data Elements for requestTime Data Element Order ID GB959.

or requestOrderCancel.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Data Element Requested New Date/Time Action Request ID Information Request ID Re q M C C Description The requested new deadline The ID of the action requested by the supplier The ID of the action requested by the supplier Table 68 – Data Elements for requestTimeResponse Data Element Order ID Requested New Date/Time Result Action Request ID Information Request ID Re q M M M C C Description The ID of the affected order The requested new deadline Confirms or denies the request The ID of the action requested by the supplier The ID of the action requested by the supplier Order Management: Supplier Sends notifyChange The Supplier uses this interaction to inform the Buyer of changes to the dates. times. Table 69 – Data Elements for notifyChange Data Element Order ID Change ID Change Details GB959. version 0. requestOrderAmend. The Buyer eventually (but not necessarily immediately) responds with requestChangeConfirmation.3 Re q M M C Description The ID of the order to be changed The ID of this change notification Dependent on previous buyer-supplier agreement © TM Forum 2012 Page 111 of 146 . and/or costs associated with an order that is in progress. requestChangeRejection.

Table 70 – Data Elements for notifyDelay Data Element Order ID Customer Account Product Problem Report ID Reason Estimated Date/Time Additional Data Re q M M M M M M C O Description The ID of the order that is delayed The customer for the product The account associated with the product The product ordered The ID of the problem report describing the cause The reason for the delay Estimated date/time of completion Dependent on order type and buyer-supplier agreement Order Management: Supplier Sends notifyJeopardy The Supplier uses this interaction to notify the Buyer that there may be a delay to an order currently in progress.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Order Management: Supplier Sends notifyDelay The Supplier uses this interaction to notify the Buyer that there will be a delay to an order currently in progress.3 Re q M M M M M C O Description The ID of the order that is in jeopardy The customer for the product The account associated with the product The product ordered The reason for the jeopardy Estimated date/time of completion Dependent on order type and buyer-supplier agreement © TM Forum 2012 Page 112 of 146 . version 0. Table 71 – Data Elements for notifyJeopardy Data Element Order ID Customer Account Product Reason Estimated Date/Time Additional Data GB959.

Table 74 – Data Elements for notifyOrderStatus Data Element Order ID GB959. that order is now being processed in fallout.3 Re q M Description The ID of the order © TM Forum 2012 Page 113 of 146 . either because the status changed as a result of processing or because the Buyer requested the notification with requestOrderStatus.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Order Management: Supplier Sends notifyMAC The Supplier uses this interaction to provide a previously requested Migration Access Code (MAC) to the supplier in order to allow an end user to migrate an existing service to another location or equipment. Table 72 – Data Elements for notifyMAC Data Element Data Element End User Service ID MAC Re q Re q M M M Description Description The end user for the service requiring a MAC The ID of the service requiring a MAC The requested MAC Order Management: Supplier Sends notifyOrderFallout The Supplier uses this interaction to notify the Buyer that as a result of the rejection of their request to amend or cancel a previous order. Table 73 – Data Elements for notifyOrderFallout Data Element Order ID Customer Account Product Re q M M M M Description The The The The ID of the affected order customer for the product account associated with the product product ordered Order Management: Supplier Sends notifyOrderStatus The Supplier uses this interaction to notify the Buyer of the status of an order. version 0.

Table 75 – Data Elements for notifyServiceConfiguration Data Element Service ID Result Configuration Details Actual Date/Time Re q M M C O Description The ID of the service to be changed The result of the change Dependent on previous buyer-supplier agreement Optional specific date/time of actual change Order Management: Supplier Sends notifyServiceDemonstrated The Supplier uses this interaction to notify the Buyer that the service has been demonstrated to the end user after an order was completed. a thirdparty order may result from one service provider taking a customer away from GB959. Table 76 – Data Elements for notifyServiceDemonstrated Data Element Order ID Re q M Description The ID of the order Order Management: Supplier Sends notifyThirdPartyOrderEffect The Supplier uses this interaction to notify the Buyer that an order placed by a third party (e.3 © TM Forum 2012 Page 114 of 146 .TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Data Element Status Re q M Description The status of the order Order Management: Supplier Sends notifyServiceConfiguration The Supplier uses this interaction to notify the Supplier of the result if a change in the configuration of an existing service that was previously requested by the Buyer with notifyServiceConfiguration. another Buyer) has an effect on the Buyer. version 0. For example.g.

Table 78 – Data Elements for notifyThirdPartyOrderStatus Data Element Order ID Status Re q M M Description The ID of the order The status of the order Order Management: Supplier Sends requestOrderAction The Supplier uses this interaction to request that the Buyer perform some action in connection with an order that is currently in progress. version 0. Table 77 – Data Elements for notifyThirdPartyOrderEffect Data Element Order ID Additional Data Re q M M Description The ID of the third-party order Dependent on order type and buyer-supplier agreement Order Management: Supplier Sends notifyThirdPartyOrderStatus The Supplier uses this interaction to notify the Buyer of the status of an order for which the Buyer previously sent requestThirdPartyOrderCancellation. alternatively the Buyer can request that the third party order be cancelled.3 Description The ID of the order Dependent on order type and buyer-supplier agreement The ID of the action requested by the supplier The deadline for action to be taken by the Buyer © TM Forum 2012 Page 115 of 146 .TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment another service provider. Table 79 – Data Elements for requestOrderAction Data Element Order ID Action Re q M M Action Request ID M Deadline M GB959. The Buyer need not respond if the effect is acceptable.

3 Re q M M M M Description The ID of the order Dependent on order type and buyer-supplier agreement The ID of the action requested by the supplier The deadline for information to be provided by the Buyer © TM Forum 2012 Page 116 of 146 . Table 80 – Data Elements for requestOrderInformation Data Element Order ID Information Information Request ID Deadline GB959.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Order Management: Supplier Sends requestOrderInformation The Supplier uses this interaction to request that the Buyer perform some action in connection with an order that is currently in progress. version 0.

Table 83 – Data Elements for requestCapacityInformation GB959. also contains either the complete address (if the Buyer provided an address key that was matched) or the address key of an address (if he Buyer provided an address that produced a unique match). The immediate response from the Supplier confirms or denies the ability to provide the requested information. Supplier Sends requestCapacityInformationResponse The Buyer uses this interaction to request information from the Supplier regarding available capacity. version 0. The immediate response from the Supplier confirms or denies the match of the address key or address. also contains a description of the available capacity. The Buyer may specify either a previously obtained address key or an address in a format and to a level of detail specified by the Supplier. Supplier Sends requestAddressInformationResponse The Buyer uses this interaction to request information from the Supplier regarding an address. and if confirmed. Table 81 – Data Elements for requestAddressInformation Data Element Address Information Re q C Description Dependent on previous buyer-supplier agreement Table 82 – Data Elements for requestAddressInformationResponse Data Element Result Address Key Address Information Re q M C C Description Confirms or denies the match Dependent on previous buyer-supplier agreement Dependent on previous buyer-supplier agreement Pre-Order Management: Buyer Sends requestCapacityInformation. and if confirmed.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Pre-Order Management: Buyer Sends requestAddressInformation.3 © TM Forum 2012 Page 117 of 146 .

Supplier Sends requestCapacityReservationResponse The Buyer uses this interaction to request a reservation from the Supplier from available capacity.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Data Element Capacity Description Re q C Description Dependent on previous buyer-supplier agreement Table 84 – Data Elements for requestCapacityInformationResponse Data Element Result Capacity Information Re q M C Description Confirms or denies ability to provide requested information Dependent on previous buyer-supplier agreement Pre-Order Management: Buyer Sends requestCapacityReservation. The immediate response from the Supplier confirms or denies the ability to provide the reservation. version 0. also contains a description of the reserved capacity.3 Re q M C Description Confirms or denies ability to provide requested reservation Dependent on previous buyer-supplier agreement © TM Forum 2012 Page 118 of 146 . Table 85 – Data Elements for requestCapacityReservation Data Element Capacity Description Re q C Description Dependent on previous buyer-supplier agreement Table 86 – Data Elements for requestCapacityReservationResponse Data Element Result Capacity Reservation GB959. and if confirmed.

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Pre-Order Management: Buyer Sends requestForecast The Buyer uses this interaction to send the Supplier a forecast of upcoming order activity. Table 89 – Data Elements for requestServiceQualification GB959. Supplier Sends requestServiceQualificationResponse The Buyer uses this request to ask for qualification of a service address to determine whether the supplier can provide a specific service there. Table 88 – Data Elements for requestQuote Data Element Customer Account Location Re q M M M Product Requested Date M O Additional Data O Description The customer for the product The account associated with the product The location at which the product will be installed or used The product ordered Optional specific date/time of desired completion Dependent on order type and buyer-supplier agreement Pre-Order Management: Buyer Sends requestServiceQualification.3 © TM Forum 2012 Page 119 of 146 . The Supplier eventually (but not necessarily immediately) responds with notifyForecastResponse. version 0. Table 87 – Data Elements for requestForecast Data Element Forecast Re q M Description Dependent on order type and buyer-supplier agreement Pre-Order Management: Buyer Sends requestQuote The Buyer uses this interaction to request a quote for a prospective order. the supplier provides the qualification in an asynchronous response. After acknowledging the request with an immediate response.

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Data Element Service Re q C Address Key C Address Information C Description Dependent on previous buyer-supplier agreement Dependent on previous buyer-supplier agreement Dependent on previous buyer-supplier agreement Table 90 – Data Elements for requestServiceQualificationResponse Data Element Qualification Request ID Re q M Description The ID assigned by the Supplier to the request Pre-Order Management: Buyer Sends requestTemporaryAddressInformation. and if confirmed. Supplier Sends requestTemporaryAddressInformationResponse The Buyer uses this interaction to request a temporary address and/or address key.3 Re q M Description Confirms or denies the match © TM Forum 2012 Page 120 of 146 . The immediate response from the Supplier confirms or denies the availability of the requested address key and/or address. version 0. after being unable to obtain an existing address or address key using the requestAddressInformation interaction. Table 91 – Data Elements for requestTemporaryAddressInformation Data Element Address Information Re q C Description Dependent on previous buyer-supplier agreement Table 92 – Data Elements for requestTemporaryAddressInformationResponse Data Element Result GB959. also contains the requested information.

version 0.3 Description Confirms or denies the availability of service at the address Dependent on previous buyer-supplier agreement Dependent on result and previous buyersupplier agreement Dependent on result and previous buyersupplier agreement © TM Forum 2012 Page 121 of 146 . Table 94 – Data Elements for notifyServiceQualification Data Element Result Re q M Service M Address Key C Address Information C GB959. specified in a previous requestServiceQualification interaction. Table 93 – Data Elements for notifyForecastResponse Data Element Forecast Result Re q M M Description Dependent on order type and buyer-supplier agreement Accepts or rejects the forecast.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Data Element Address Key Address Information Re q C C Description Dependent on previous buyer-supplier agreement Dependent on previous buyer-supplier agreement Pre-Order Management: Supplier Sends notifyForecastResponse The Supplier uses this interaction to notify the Buyer of the acceptance or rejection of a forecast previously sent using the requestForecast interaction. Pre-Order Management: Supplier Sends notifyServiceQualification The Supplier uses this interaction to notify the Buyer of the availability of service at a specific address.

3 © TM Forum 2012 Page 122 of 146 . version 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment GB959.

3 Description Confirms or denies the availability of pricing information The customer for the product The account associated with the product The location at which the product will be installed or used The product ordered Dependent on result and buyer-supplier agreement Optional specific date/time of desired completion © TM Forum 2012 Page 123 of 146 . version 0. Table 95 – Data Elements for requestPricingInformation Data Element Customer Account Location Re q M M M Product Requested Date M O Additional Data O Description The customer for the product The account associated with the product The location at which the product will be installed or used The product ordered Optional specific date/time of desired completion Dependent on order type and buyer-supplier agreement Pricing Management: Supplier Sends notifyPricingInformation The Buyer uses this interaction to provide pricing information. This can be either an asynchronous response to a previous requestPricingInformation interaction. or a proactive notification used in situations where the price of an existing service is being changed by the Supplier. Table 96 – Data Elements for notifyPricingInformation Data Element Result Re q M Customer Account Location M M M Product Pricing Information M C Requested Date O GB959.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Pricing Management: Buyer Sends requestPricingInformation The Buyer uses this interaction to request pricing information.

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Data Element Additional Data GB959. version 0.3 Re q O Description Dependent on order type and buyer-supplier agreement © TM Forum 2012 Page 124 of 146 .

version 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment 12. NICC Patterns and Detailed Scope NICC Patterns This section summarizes the patterns in scope from the NICC contribution. BS031: Buyer views availability and reserves Appointment BS032: Buyer Cancels existing Appointment BS033: Supplier Cancels Appointment GB959.3 © TM Forum 2012 Page 125 of 146 .

3 © TM Forum 2012 Page 126 of 146 . version 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment BS034: L2C Order Success path BS035: Buyer Amends Order BS036: Buyer Cancels Order GB959.

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment BS037: Supplier Cancels Order BS038: Supplier Rejects Order BS039: Supplier informs Delay GB959.3 © TM Forum 2012 Page 127 of 146 . version 0.

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment BS040: Supplier informs Jeopardy BS041: Working Service Demonstrated BS042: Supplier request buyer action GB959. version 0.3 © TM Forum 2012 Page 128 of 146 .

3 © TM Forum 2012 Page 129 of 146 . version 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment BS043: Supplier request information from buyer BS044: Supplier changes Timescales and/or Costs BS045: Buyer requests specific task of supplier GB959.

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment BS046: Buyer Cancels 3rd Party Cease BS047: Buyer request service configuration BS048: Manage Performance Data GB959.3 © TM Forum 2012 Page 130 of 146 . version 0.

3 © TM Forum 2012 Page 131 of 146 . version 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment BS049: Buyer submits Order Forecast BS050: Buyer Requests Quote BS051: Buyer requests commissioning test GB959.

version 0.3 © TM Forum 2012 Page 132 of 146 .TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment BS052: Buyer Request MAC BS053: Get Address key for location for order BS054: Buyer requests order status GB959.

3 © TM Forum 2012 Page 133 of 146 .TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment BS055: Check and reserve network capacity GB959. version 0.

All 25 patterns are in scope. NICC patterns (business scenarios) are the primary artifacts of interest because they define B/C2B collaboration.NICC Scope . as shown in Figure 1.3 Y Y Y Y Y Y Y Y Y Y Y Y Y © TM Forum 2012 Page 134 of 146 5BS05 4BS05 3BS05 2BS05 1BS05 0BS05 9BS04 8BS04 7BS04 6BS04 5BS04 4BS04 3BS04 2BS04 1BS04 0BS04 9BS03 8BS03 7BS03 6BS03 5BS03 4BS03 3BS03 2BS03 Pattern ID  1BS03 Table 97 . (NICC ND1627) does not directly link patterns to user stories. (NICC ND1627) defines 25 patterns. 60 touchpoints. This detailed scope is described in Table 97.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment NICC Detailed Scope This section describes the NICC scope in detail. version 0. Therefore only the user stories and touchpoints which are associated with patterns are in scope for the Fulfillment QSP. 46 touchpoints are related to at least one pattern and are therefore in scope. and 67 user stories. User Story L2C29 L2C30 L2C33 L2C52 L2C26 L2C26 d L2C26 d L2C28 L2C34 L2C34 L2C34 L2C53 L2C54 L2C56 L2C4 L2C31 L2C26 a TP ID TP001 TP002 TP004 TP006 TP009 Y Y Y Y Y Y TP017 Y TP018 Y TP024 TP027 TP028 TP029 TP042 TP043 TP044 TP046 TP046 TP047 GB959. 53 user stories are related to at least one touchpoint and are therefore in scope.

User Story L2C26 b L2C26 h L2C12 L2C16 L2C31 L2C19 L2C18 L2C13 N/A L2C15 a L2C15 a L2C26 g L2C13 L2C24 L2C20 L2C21 L2C26f L2C26 e L2C26 c L2C1 L2C2 L2C13 a L2C8 L2C39 L2C40 L2C42 L2C23 L2C25 L2C3 L2C3 L2C27 None 5BS05 4BS05 3BS05 2BS05 1BS05 0BS05 9BS04 8BS04 7BS04 6BS04 5BS04 4BS04 3BS04 2BS04 1BS04 0BS04 9BS03 8BS03 7BS03 6BS03 5BS03 4BS03 3BS03 2BS03 Pattern ID  1BS03 TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment TP ID TP048 Y TP049 Y TP050 TP051 TP051 TP053 TP054 TP055 TP056 Y Y Y Y Y Y Y TP057 Y TP058 Y TP059 TP060 TP060 TP061 TP062 TP063 Y Y Y Y Y Y Y TP064 Y Y Y Y Y TP065 Y Y Y TP066 TP067 Y Y TP068 TP069 TP073 TP074 TP076 TP077 TP085 TP086 TP087 TP088 TP089 GB959.3 Y Y Y Y y y Y Y Y Y Y © TM Forum 2012 Page 135 of 146 . version 0.

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment GB959.3 © TM Forum 2012 Page 136 of 146 . version 0.

3 © TM Forum 2012 Page 137 of 146 . Service Qualification Process Order Management Process GB959. NBNCO/CA Processes and Detailed Scope NBNCO/CA Processes This section summarizes the processes in scope from the NBNCO/CA contribution. version 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment 13.

3 © TM Forum 2012 Page 138 of 146 .TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Acquirer-Initiated Appointment Scheduling Provider-Initiated Appointment Scheduling GB959. version 0.

version 0.3 © TM Forum 2012 Page 139 of 146 .TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Tariff/Pricing Information Request Tariff/Pricing Information Notification GB959.

TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment NBNCO/CA Detailed Scope This section describes the NBNCO/CA scope in detail. NBNCO defines processes across all of FAB. of which 6 are in Fulfillment scope:  Pre-Order Management – 3 TPs  Order Management – 6 TPs  Acquirer Initiated Appointment– 4 TPs  Provider Initiated Appointment – same 4 TPs  Tariff/Pricing Request – 2 TPs  Tariff/Pricing Notification – 1 of the same TPs NBNCO defines 15 transactions within the definitions of the 6 Fulfillment processes. NBNCO defines 35 user stories within the definitions of the 6 Fulfillment processes.3 © TM Forum 2012 Page 140 of 146 . NBNCO directly links processes to both transactions and user stories. version 0. The detailed scope will be described in the next version of this document. NBNCO processes (business scenarios) are the primary artifacts of interest because they define B/C2B collaboration. GB959. Therefore all of the user stories and transactions which are associated with Fulfillment processes are in scope for Fulfillment QSP.

3 © TM Forum 2012 Page 141 of 146 . GB959. (2010). NICC ND1627. version 0. Bibliography NBNCO/CA 2010 .TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment 14. ND1627 B2B LEAD-TO-CASH (L2C) INTERFACE STANDARD. (2008). London: Network Interoperability Consultative Committee. NATIONAL BROADBAND NETWORK B2B INTERACTION PROCESS REQUIREMENTS SPECIFICATION. Sydney: Communications Alliance Ltd.

.........................3 © TM Forum 2012 Page 142 of 146 ............................. 65........... 87.. 96..... 80............................................................................... 86................................. 79........................ 84 requestActionResponse....... 86 requestOrderAmendmentResponse... 79... 79. 64..................................TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment 15....63....... 99 notifyServiceConfiguration............................... 78............. 79......... 93 requestAction.... 79........... 96..68............... 62............ 73.... 78..........................60........ 72..... 98 notifyJeopardy............................................ 78..... 83 notifyChange...........................................71..... 83 requestAppointmentCancellationResponse.......................... 85.............................................75.....................68.................66.... 91 notifyMAC............... 69................................................. 92 notifyOrderInformation...................................65........................ 61.......95 requestAppointmentAvailability..... 91 notifyOrderFallout.. 90 notifyForecastResponse..... 87 GB959. 72....78............. 93 notifyThirdPartyOrderStatus..................................................... 79.......................... 79.......................................................75.... 96 requestCapacityReservationResponse......................................... 62...................................... 79................... 93 notifyServiceQualification................80.95 requestCapacityReservation................................................................. 90 notifyDelay................................ 85........................................................ 61...................68.............75... 79........................ 79..60................................................... 74. 88... 98 notifyThirdPartyOrderEffect....................................... 90 requestForecast......... 94 requestOrderAmendment......66... 70.............71........77..................... 84 notifyOrderStatus...72.................................64......... 78.......67................................... 78.. 65.................... 79... 92 notifyServiceDemonstrated....... 81.......................... 79. 78........ 72.... 79................... 82 requestAppointmentReservationResponse......................... 81 requestAppointmentCancellation. 85 requestOrder............ 79..... 79.........................64......................81 requestAppointmentReservation.60........75... Index Amend Order States.......... 67..................... 80 requestAppointmentAvailabilityResponse............................................. 95 requestCapacityInformationResponse......................62............... 93....76......96 requestChangeConfirmation...56...... 85.. 79......................................................................................... 78...... 97 requestAddressInformationResponse...... 95.............. 79....................72............. 62...............76...................................................72......................... 66.........56............................................................................ 79.......... 90 requestChangeRejection................................86 requestOrderCancellation..................71................................................ 73. version 0...... 78................... 79.... 86 requestOrderAction.......................33 business interaction notifyAppointmentCancellationStatus.................... 69.............................. 79................ 98 requestMAC........ 92 notifyPricingInformation.........................................82 requestCapacityInformation.....................84 requestAddressInformation............... 79...... 70..

.......59................. 63........76............ 68 Buyer Submits Order................ 59. 89 requestThirdPartyOrderCancellation............ 68 Buyer Requests Service MAC.................... 90 requestTimeResponse........................................... 79......97 requestTest........... 71 GB959........... 67 Buyer Requests Address Information.................. 69....67....................... 89..... 79..................59............... 76 Buyer Requests Order Performance Data.......................66................ 96 requestServiceConfiguration.59................................... 67 Buyer Requests Quote....................... 79.................................. 79....................... 76 Buyer Requests Tariff or Price........ 64....................................68..... 58...............................................................................................74......89...................................TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment requestOrderCancellationResponse....... 70.......................................59.................... 60............. 88 requestTestResponse.........87.....79.......................................59............... 106 Buyer Requests Service Configuration.............. 90 business scenario Buyer Amends Order.....59................... 79......... 99 requestQuote......................................... version 0........ 63 Buyer Cancels Order.................................59.................................................................. 68 Buyer Requests Service Qualification......................... 79.............................59....................... 88 requestServiceQualification...................................................... 92 requestPricingInformation............... 75 Buyer Requests Action............................................... 88 requestOrderResponse......................................59............... 97 requestTemporaryAddressInformationResponse............................ 71 Supplier Notifies Jeopardy....... 71 Supplier Notifies Service Demonstrated.................................. 75..................................... 60........................... 64...... 79..................59................. 67 Buyer Requests Order Status...........................................................3 © TM Forum 2012 Page 143 of 146 ........................................... 70 Supplier Cancels Appointment....................59........................79. 101 Buyer Cancels Appointment.......................... 93 requestTime.......... 65.................... 66................................................................................59.......77...................59..97 requestTemporaryAddressInformation....................59............. 79.86.............. 62......59................ 62............... 79...............85.......59............ 62............ 101 Buyer Cancels Third Party Order......59............................ 87 requestOrderInformation.....68............................................... 65.......................59.................................................................... 75 Buyer Requests Capacity Reservation......................... 63 Buyer Requests Capacity Information.................67...... 98 requestServiceQualificationResponse............. 86 requestOrderStatus.............................................................................. 59........................... 100 Supplier Cancels Order.................. 87 requestOrderPerformanceDataResponse.......... 77 Buyer Requests Test...59.... 61......................... 84................59.........................................76..................................... 75 Buyer Requests Appointment.........................................59....................... 76......................55...................................... 66 Buyer Notifies Order Forecast.. 89... 60...... 102 Supplier Notifies Delay......................... 97..........................88................. 87.........59.... 94 requestOrderPerformanceData.55........................................................................

......... 24..................... 78.......................................................23.... 63 Supplier Requests Information...31 Order to Payment end-to-end flow..... 29... 26.......................... 50......................................... 27....... 31........ 49............ 116 Marketing Fulfillment Response..............59.. 49................... 14.....32 Production Order to Acceptance end-to-end flow...........18................................................................ 53.................... 46 Selling..... 74 Supplier Requests Appointment.......... 39............ 25...........................31 Primary Order States........ 102 Supplier Requests Action................................................................ 72 Supplier Rejects Order....................................................................................................................... 15........ 51 Retention & Loyalty.......................... 30........................................ 47.......... 44.......................................36............18............. 15.... 24............ 53 GB959.......18.. 51......... 29.................. 42...... 77 Supplier Notifies Time or Cost Change........ 24.......... 40................................. 24............................. 111.............. 24...... 16............................... 44...... 100....... 26 Order Types......................................34 Customer Interface Management...35 ITIL................................. 52.. 36.................. 78........ 24 Request to Answer end-to-end flow..........................18.......13............. 41.......................... 26 Resource Provisioning.27...... 30................................ 55 Supplier/Partner Requisition Management......................100 Order Handling.........59...19..........13 Internally Generated Requests..............21........ 40 End-to-End Process Flows.................... 109 NICC Patterns.......59... 14. 31............. 47.. 58... 54 Termination to Confirmation end-to-end process............................................13.....13........ 39...........20......................................... 36.......22..................................18...................................................59............ 45 Order States. 58.............. 24...............26....... 42.......111 NICC.. 26 Request to Change end-to-end flow.........3 © TM Forum 2012 Page 144 of 146 ...... 50........................................ 74 Cancel Order States...........18.................... 43 Service Configuration & Activation. 48................... 26........................................................... 50 Supplier/Partner Interface Management............................ 114 NBNCO/CA Processes........................................................................... 35 Externally Generated Requests............................................... 54........... 40 NBNCO........TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Supplier Notifies Tariff or Price............................. 43............. 29........................... 45. 26 Workforce Management.............................19......... 48......18............................................................... 73..59................................................... 37 Frameworx..............59..................................26............................................................................. version 0.................... 24..................

Version History Versio Date n Modified Numbe r 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment 16.y Company Contact Details Company GB959.1 27-APR -2012 0.2 30-APR-2012 0. Document History This section records changes to versions of the document as well as the release history. Administrative Appendix This Appendix provides additional background material about the TM Forum and this document. version 0.3 Team Member Representative © TM Forum 2012 Page 145 of 146 .3 09-AUG-2012 Modified by: Description of changes John Wilmes (Progress Software) Alicja Kawecki (TM Forum) Wrote initial draft John Wilmes (Syntologica) Minor formatting and cosmetic corrections made prior to web posting for Member Evaluation Fixed issues raised in member review Date Modified Modified by: Description of changes DD-MMMYYYY Name Company Description Release History Releas e Numbe r x.

3 © TM Forum 2012 Page 146 of 146 . GB959. version 0.TM Forum Portfolio and Product Management: Quick Start Pack: Fulfillment Syntologica John Wilmes john@syntologica.com Acknowledgment Special thanks are due to David Frere of FT Orange for his invaluable guidance in describing the operation of ITIL activities and data in the context of the level 4 fulfillment process flows.