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eTOM - Assurance


The eTOM Assurance Process Maps contain:

  • A complete set of 35 linked ready-to-use eTOM process maps for the entire Assurance processes.
  • eTOM Dashboard: Provides the highest level view of of the eTOM process.
    • Strategy, Infrastructure, & Product
      • Strategy & Commit
      • Infrastructure Lifestyle Management
      • Product Lifestyle Management
    • Operations
      • Operations Support & Readiness
      • Fulfilment
      • Assurance
        • Customer Relationship Management
          • CRM - Support and Readiness
            • Support Customer Interface Management
            • Manage Campaign
            • Support Order Handling
            • Manage Customer Inventory
            • Support Problem Handling
            • Manage Product Offering Inventory
            • Support Retention & Loyalty
            • Manage Sales Inventory
            • Support Marketing Fulfilment
            • Support Bill Invoice Management
            • Support Selling
            • Support Bill Payments and Receivables Management
            • Support Customer QoS/SLA
            • Support Bill Inquery Handling
          • Customer QoS/SLA Management
            • Access Customer QoS/SLA Performance
            • Create Customer QoS Performance Degradation Report
            • Manage QoS/SLA Violation
            • Track & Manage Customer QoS Performance Resolution
            • Report Customer QoS Performance
            • Close Customer QoS Performance Degradation Report
          • Customer Interface Management
            • Manage Contact
            • Manage Request (Including Self Service)
            • Analyze & Report on Customer
            • Mediate & Orchestrate Customer Interactions
          • Retention & Loyalty
            • Establish & Terminate Customer Relationship
            • Build Customer Insight
            • Analyze & Manage Customer Risk
            • Personalize Customer Profile for Retention & Loyalty
            • Validate Customer Satisfaction
          • Marketing Fulfillment Response
            • Issue & Distribute Marketing Collaterals
            • Track Leads
          • Bill Invoice Management
            • Apply Pricing, Discounting, Adjustments, & Rebates
            • Create Customer Bill Invoice
            • Produce & Distribute Bill
          • Selling
            • Manage Prospect
            • Qualify & Educate Customer
            • Negociate Sales
            • Aquire Customer Data
            • Cross/Up Selling
          • Bill Payments & Receivables Management
            • Manage Customer Billing
            • Manage Customer Payments
            • Manage Customer Debt Collection
          • Order Handling
            • Determine Customer Order Feasibility
            • Issue Customer Orders
            • Authorize Credit
            • Report Customer Order Handling
            • Track & Manage Customer Order Handling
            • Close Customer Order
            • Complete Customer Order
          • Bill Inquiry Handling
            • Create Customer Bill Inquery Report
            • Assess Customer Bill Inquiry Report
            • Authorize Customer Bill Invoice Adjustment
            • Track & Monitor Customer Bill Inquiry Resolution
            • Report Customer Bill Inquiry
            • Close Customer Bill Inquiry Report
          • Problem Handling
            • Isolate Customer Problem
            • Create Customer Problem Report
            • Report Customer Problem
            • Track & Manage Customer Problem
            • Correct & Recover Customer Problem
            • Close Customer Problem Report
        • Service Management & Operations
          • SM&O Support & Readiness
            • Manage Service Inventory
            • Enable Service Configuration & Activation
            • Support Service Problem Management
            • Enable Service Quality Management
            • Support Service & Specific Instance Rating
          • Service Configuration & Activation
            • Design Solution
            • Test Service End-to-End
            • Issue Service Orders
            • Report service provisioning
            • Allocate specific service parameters to services
            • Track & manage service provisioning
            • Implement, configure, & activate service
            • Close service order
            • Recover service
          • Service Problem Management
            • Create Service Trouble Report
            • Report service problem
            • Close service trouble report
            • Correct & resolve service problem
            • Survey & analyze service problem
            • Track & manage service problem
          • Service Quality Management
            • Monitor service quality
            • Create service performance degradation report
            • Analyze service quality
            • Track & manage service quality performance resolution
            • Improve service quality
            • Close service performance degradation
            • Report service quality performance
          • Service & Specific Instance Rating
            • Mediate usage records
            • Rate usage records
            • Analyze usage records
        • Resource Management & Operations
          • RM&O Support & Readiness
            • Enable resource provisioning
            • Manage resource inventory
            • Enable resource performance management
            • Manage workforce
            • Support resource trouble management
            • Manage logistics
            • Enable resource data collection & distribution
          • Resource Provisioning
            • Allocate & install resource
            • Close resource order
            • Configure & activate resource
            • Issue resource orders
            • Test resource
            • Recover resource
            • Track manage resource provisioning
            • Report resource provisioning
          • Resource Trouble Management
            • Create resource trouble report
            • Correct & resolve resource trouble
            • Report resource trouble
            • Track & manage resource trouble
            • Survey & analyze resource trouble
            • Close resource trouble report
            • Localize resource trouble
          • Resource Performance Management
            • Monitor resource performance
            • Create resource performance degradation report
            • Analze resource performance
            • Track & manage resource performance resolution
            • Control resource performance
            • Close resource performance
            • Report resource performance
          • Resource Data Collection & Distribution
            • Collection management information & data
            • Process management information & data
            • Distribute management information & data
            • Audit data collection & distribution
        • Supplier/Partner Relationship Management
          • S/PRM Support & Readiness
            • Support S/P requisition management
            • Support S/P interface management
            • Support S/P problem reporting & management
            • Support S/P performance management
            • Manage supplier/partner inventory
            • Support S/P settlements & payments managements
          • S/P Requisition Management
            • Select supplier/partner
            • Initiate S/P requisition order
            • Determine S/P pre-requisition feasibility
            • Report S/P requisition
            • Track & manage S/P requisition
            • Close S/P requisition order
            • Recieve & accept S/P requisition
          • S/P Problem Reporting & Management
            • Initiate S/P problem report
            • Report S/P problem resolution
            • Receive S/P problem report
            • Close S/P problem report
            • Track & manage S/P problem resolution
          • S/P Performance Management
            • Initiate S/P performance degradation report
            • Close S/P performance degradation report
            • Track & manage S/P performance resolution
            • Monitor & control S/P service performance
            • Report S/P performance
          • S/P Settlements & Payments Management
            • Manage account
            • Receive & assess invoice
            • Negotiate & approve invoice
            • Issue settlement notice & payment
          • S/P Interface Management
            • Manage S/P requests (including self service)
            • Analyze & report S/P interactions
            • Mediate & orchestrate supplier/partner interactions
      • Billing

Click on the image below to view the Process Map in HTML format


View the eTOM Process in HTML format

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View the eTOM Process in HTML format