GB959 Quick Start Pack Fulfillment v0 3

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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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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Service Configuration & Activation.............................................................47

Resource Provisioning.................................................................................49
Workforce Management..............................................................................51
Supplier/Partner Requisition Management..................................................53
Supplier/Partner Interface Management.....................................................54
Examples of Level 3 and Level 4 Processes in Business Scenarios.............55
10. Buyer-Supplier Business Scenarios.......................................................58
How to Use this Section..............................................................................58
Appointment Management: Buyer Cancels Appointment...........................60
Appointment Management: Buyer Requests Appointment.........................61
Appointment Management: Supplier Cancels Appointment.......................62
Appointment Management: Supplier Requests Appointment.....................63
Order Management: Buyer Amends Order..................................................64
Order Management: Buyer Cancels Order..................................................65
Order Management: Buyer Cancels Third Party Order................................66
Order Management: Buyer Requests Action...............................................67
Order Management: Buyer Requests Order Status.....................................67
Order Management: Buyer Requests Order Performance Data..................67
Order Management: Buyer Requests Service Configuration.......................68
Order Management: Buyer Requests Service MAC.....................................68
Order Management: Buyer Requests Test...................................................68
Order Management: Buyer Submits Order..................................................69
Order Management: Supplier Cancels Order..............................................70
Order Management: Supplier Notifies Delay...............................................71
Order Management: Supplier Notifies Jeopardy..........................................71
Order Management: Supplier Notifies Service Demonstrated....................71
Order Management: Supplier Notifies Time or Cost Change.......................72
Order Management: Supplier Rejects Order...............................................73
Order Management: Supplier Requests Action...........................................74
Order Management: Supplier Requests Information...................................74
Pre-Order Management: Buyer Notifies Order Forecast..............................75
Pre-Order Management: Buyer Requests Address Information...................75
Pre-Order Management: Buyer Requests Capacity Information..................75
Pre-Order Management: Buyer Requests Capacity Reservation.................76
Pre-Order Management: Buyer Requests Quote.........................................76
Pre-Order Management: Buyer Requests Service Qualification..................76
Pricing Management: Buyer Requests Tariff or Price...................................77
Pricing Management: Supplier Notifies Tariff or Price.................................77
11. Buyer-Supplier Business Interactions....................................................78
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Appointment Management: Buyer Sends notifyAppointmentCancellationStatus

....................................................................................................................80
Appointment Management: Buyer Sends requestAppointmentAvailability,
Supplier Sends requestAppointmentAvailabilityResponse..........................80
Appointment Management: Buyer Sends requestAppointmentCancellation,
Supplier Sends requestAppointmentCancellationResponse........................81
Appointment Management: Buyer Sends requestAppointmentReservation,
Supplier Sends requestAppointmentReservationResponse.........................82
Appointment Management: Supplier Sends requestAppointmentCancellation
....................................................................................................................83
Order Management: Buyer Sends notifyOrderInformation..........................84
Order Management: Buyer Sends requestAction, Supplier Sends
requestActionResponse...............................................................................84
Order Management: Buyer Sends requestChangeConfirmation.................85
Order Management: Buyer Sends requestChangeRejection.......................85
Order Management: Buyer Sends requestMAC...........................................85
Order Management: Buyer Sends requestOrder, Supplier Sends
requestOrderResponse...............................................................................85
Order Management: Buyer Sends requestOrderAmendment, Supplier Sends
requestOrderAmendmentResponse............................................................86
Order Management: Buyer Sends requestOrderCancellation, Supplier Sends
requestOrderCancellationResponse............................................................86
Order Management: Buyer Sends requestOrderStatus...............................87
Order Management: Buyer Sends requestOrderPerformanceData, Supplier Sends
requestOrderPerformanceDataResponse....................................................87
Order Management: Buyer Sends requestServiceConfiguration.................88
Order Management: Buyer Sends requestTest, Supplier Sends
requestTestResponse..................................................................................88
Order Management: Buyer Sends requestThirdPartyOrderCancellation.....89
Order Management: Buyer Sends requestTime, Supplier Sends
requestTimeResponse.................................................................................89
Order Management: Supplier Sends notifyChange.....................................90
Order Management: Supplier Sends notifyDelay........................................90
Order Management: Supplier Sends notifyJeopardy...................................91
Order Management: Supplier Sends notifyMAC..........................................91
Order Management: Supplier Sends notifyOrderFallout..............................92
Order Management: Supplier Sends notifyOrderStatus..............................92
Order Management: Supplier Sends notifyServiceConfiguration................92
Order Management: Supplier Sends notifyServiceDemonstrated...............93
Order Management: Supplier Sends notifyThirdPartyOrderEffect...............93
Order Management: Supplier Sends notifyThirdPartyOrderStatus..............93
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Order Management: Supplier Sends requestOrderAction...........................93

Order Management: Supplier Sends requestOrderInformation...................94
Pre-Order Management: Buyer Sends requestAddressInformation, Supplier
Sends requestAddressInformationResponse...............................................95
Pre-Order Management: Buyer Sends requestCapacityInformation, Supplier
Sends requestCapacityInformationResponse..............................................95
Pre-Order Management: Buyer Sends requestCapacityReservation, Supplier
Sends requestCapacityReservationResponse.............................................96
Pre-Order Management: Buyer Sends requestForecast..............................96
Pre-Order Management: Buyer Sends requestQuote..................................96
Pre-Order Management: Buyer Sends requestServiceQualification, Supplier
Sends requestServiceQualificationResponse..............................................97
Pre-Order Management: Buyer Sends requestTemporaryAddressInformation,
Supplier Sends requestTemporaryAddressInformationResponse................97
Pre-Order Management: Supplier Sends notifyForecastResponse..............98
Pre-Order Management: Supplier Sends notifyServiceQualification...........98
Pricing Management: Buyer Sends requestPricingInformation...................99
Pricing Management: Supplier Sends notifyPricingInformation...................99
12. NICC Patterns and Detailed Scope......................................................100
NICC Patterns............................................................................................100
NICC Detailed Scope................................................................................109
13. NBNCO/CA Processes and Detailed Scope..........................................111
NBNCO/CA Processes................................................................................111
NBNCO/CA Detailed Scope........................................................................114
14. Bibliography........................................................................................115
15. Index...................................................................................................116
16. Administrative Appendix.....................................................................119
Document History.....................................................................................119
Version History.......................................................................................119
Release History......................................................................................119
Company Contact Details.........................................................................119
Acknowledgment......................................................................................119
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Figures
Figure 1 - NICC and NBNCO/CA Models and Derived Artifacts.......................14
Figure 2 High Level ITIL scope of this Quick Start Pack (enclosure)............16
Figure 3 Level 1 eTOM scope of this Quick Start Pack (enclosed)...............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).............19
Figure 6 Level 3 process elements in Order to Payment (shaded)..............20
Figure 7 Level 3 process elements in Request to Change (shaded)............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)
.......................................................................................................................23
Figure 10 Primary Order State Diagram......................................................32
Figure 11 Amend Order State Diagram.......................................................33
Figure 12 Cancel Order State Diagram........................................................34
Figure 13 Level 3 End-to-End Flow Internally Generated Requests..........35
Figure 14 Level 3 End-to-End Flow Externally Generated Requests..........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
.......................................................................................................................39
Figure 17 Customer Interface Management L4 Process Flow......................40
Figure 18 - Marketing Fulfillment Response and its Level 3 and Level 4 children
.......................................................................................................................40
Figure 19 Marketing Fulfillment Response L4 Process Flow.........................40
Figure 20 - Selling and its Level 3 and Level 4 children.................................41
Figure 21 Selling L4 Process Flow................................................................43
Figure 22 - Order Handling and its Level 3 and Level 4 children....................44
Figure 23 Order Handling L4 Process Flow..................................................45
Figure 24 Retention & Loyalty and its Level 3 and Level 4 children............46
Figure 25 Retention & Loyalty L4 Process Flow...........................................46
Figure 26 - Service Configuration & Activation and its Level 4 and Level 4 children
.......................................................................................................................47
Figure 27 - Service Configuration & Activation L4 Process Flow....................48
Figure 28 - Resource Provisioning and its Level 3 and Level 4 children.........49
Figure 29 - Resource Provisioning L4 Process Flow........................................51
Figure 30 - Workforce Management and its Level 3 and Level 4 children......52
Figure 31 Workforce Management L4 Process Flow.....................................53
Figure 32 - Supplier/Partner Requisition Management and its Level 3 and Level 4
children..........................................................................................................54
Figure 33 - Supplier/Partner Interface Management and its Level 3 and Level 4
children..........................................................................................................55
Figure 34 Level 3 Order Management Collaboration...................................56
Figure 35 Level 4 Order Management Collaboration...................................57
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Example Business Scenario Page................................................58

Buyer Cancels Appointment Collaboration..................................60
- Buyer Requests Appointment Collaboration................................61
Supplier Cancels Appointment Collaboration..............................62
- Buyer Amends Order Choreography............................................64
- Buyer Cancels Order Choreography.............................................65
- Buyer Cancels Third Party Order Choreography...........................66
- Buyer Submits Order Choreography............................................69
Supplier Cancels Order Choreography.........................................70
Supplier Rejects Order Choreography.........................................73
Table
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Table 1 - Use of Fulfillment Level 3 Process Elements in Scenarios and Perspectives

.......................................................................................................................26
Table 2 Selected Fulfillment Metrics............................................................28
Table 3 Level 3 Processes Related to Selected Fulfillment Metrics..............29
Table 4 Primary Order State Details............................................................32
Table 5 Amend Order State Details.............................................................33
Table 6 Cancel Order State Details...............................................................34
Table 7 Buyer-Supplier Business Scenarios.................................................59
Table 8 Buyer Cancels Appointment Business Interactions.........................60
Table 9 Buyer Requests Appointment Business Interactions.......................61
Table 10 Supplier Cancels Appointment Business Interactions...................62
Table 11 Supplier Requests Appointment Business Interactions.................63
Table 12 Buyer Amends Order Business Interactions..................................64
Table 13 Buyer Cancels Order Business Interactions..................................65
Table 14 Buyer Cancels Third Party Cease Business Interactions................66
Table 15 Buyer Requests Action Business Interactions...............................67
Table 16 Buyer Requests Order Status Business Interactions.....................67
Table 17 Buyer Requests Order Performance Data Business Interactions...67
Table 18 Buyer Requests Service Configuration Business Interactions.......68
Table 19 Buyer Requests Service MAC Business Interactions......................68
Table 20 Buyer Requests Test Business Interactions...................................68
Table 21 Buyer Submits Order Business Interactions..................................69
Table 22 Supplier Cancels Order Business Interactions...............................70
Table 23 Supplier Notifies Delay Business Interactions...............................71
Table 24 Supplier Notifies Jeopardy Business Interactions..........................71
Table 25 Supplier Notifies Service Demonstrated Business Interactions.....71
Table 26 Supplier Notifies Time or Cost Change Business Interactions.......72
Table 27 Supplier Rejects Order Business Interactions................................73
Table 28 Supplier Requests Action Business Interactions............................74
Table 29 Supplier Requests Information Business Interactions...................74
Table 30 Buyer Notifies Order Forecast Business Interactions....................75
Table 31 Buyer Requests Address Information Business Interactions.........75
Table 32 Buyer Requests Capacity Reservation Business Interactions........75
Table 33 Buyer Requests Capacity Reservation Business Interactions........76
Table 34 Buyer Requests Quote Business Interactions................................76
Table 35 Buyer Requests Service Qualification Business Interactions.........76
Table 36 Buyer Requests Tariff or Price Business Interactions.....................77
Table 37 Supplier Notifies Tariff or Price Business Interactions...................77
Table 38 Buyer-Supplier Business Interactions............................................78
Table 39 Data Elements for notifyAppointmentCancellationStatus.............80
Table 40 Data Elements for requestAppointmentAvailability......................80
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requestAppointmentAvailabilityResponse.......81
requestAppointmentCancellation....................81
requestAppointmentCancellationResponse.....81
requestAppointmentReservation.....................82
requestAppointmentReservationResponse......82
requestAppointmentCancellation....................83
notifyOrderInformation....................................84
requestAction..................................................84
requestActionResponse...................................84
requestChangeConfirmation............................85
requestChangeRejection.................................85
requestMAC.....................................................85
requestOrder...................................................86
requestOrderResponse....................................86
requestOrderAmendment................................86
requestOrderAmendmentResponse.................86
requestOrderCancellation................................87
requestOrderCancellationResponse................87
requestOrderStatus.........................................87
requestOrderPerformanceData........................87
requestOrderPerformanceDataResponse........88
requestServiceConfiguration...........................88
requestTest......................................................88
requestTestResponse.......................................89
requestThirdPartyOrderCancellation...............89
requestThirdPartyOrderCancellationResponse 89
requestTime....................................................90
requestTimeResponse.....................................90
notifyChange...................................................90
notifyDelay......................................................90
notifyJeopardy.................................................91
notifyMAC........................................................91
notifyOrderFallout............................................92
notifyOrderStatus............................................92
notifyServiceConfiguration..............................92
notifyServiceDemonstrated.............................93
notifyThirdPartyOrderEffect.............................93
notifyThirdPartyOrderStatus............................93
requestOrderAction.........................................94
requestOrderInformation.................................94
requestAddressInformation.............................95
requestAddressInformationResponse..............95
requestCapacityInformation............................95
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Data Elements for requestCapacityInformationResponse.............95

Data Elements for requestCapacityReservation............................96
Data Elements for requestCapacityReservationResponse............96
Data Elements for requestForecast...............................................96
Data Elements for requestQuote...................................................96
Data Elements for requestServiceQualification.............................97
Data Elements for requestServiceQualificationResponse.............97
Data Elements for requestTemporaryAddressInformation.............97
Data Elements for requestTemporaryAddressInformationResponse97
Data Elements for notifyForecastResponse...................................98
Data Elements for notifyServiceQualification................................98
Data Elements for requestPricingInformation...............................99
Data Elements for notifyPricingInformation..................................99
- NICC Scope..................................................................................109
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1.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 reduce the time to market for existing and new services.
The ability to reduce both operational and integration costs.
The ability to increase and maintain revenues, through market share,
reduction in fraud and customer retention.

The ability to support end to end service management.
The ability to improve customer experience.
To address these business needs the TM Forum has created the Quick Start Packs.
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.
The intended focal points for the Quick Start packs are the major business
activities for an enterprise and their means of support. This requires each pack to
be scoped around one or more specific use cases which are a priority for many
enterprises. 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,
handles the scenarios. While it is recognized that there may be variation in detail
for how companies may handle each scenario, the objective is to agree a common
baseline, from which tailored amendments can be made.
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2.Introduction to Quick Start Pack: Fulfillment

This guidebook is written for multiple audiences, including business analysts,
architects, and interface developers. A basic knowledge of Frameworx, particularly
the Business Process Framework, is assumed.
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, NBNCO/CA, ITIL, eTOM, 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.
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, in the context of Level 4
process flows, 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,
B/C2B interactions, and/or metrics collection points
State diagrams representing order states and associated interactions
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3.Scope of this Quick Start Pack

This section defines the scope of the Fulfillment QSP version 1.
NICC and NBNCO/CA Models and Derived Artifacts

The scope discussion assumes an understanding of the models used by the B2B
contributions, and the types of artifacts that may be derived from them. Figure 1
describes the relationship between the NICC and NBNCO/CA models and the
derived artifacts for the Fulfillment QSP.
Figure 1 - 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, which is a set of one or more business
interactions, executed under specified conditions for a specific business purpose,
such as the placement an order for service or the arrangement for an
appointment.
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User stories describe business scenarios or business interactions in terms of a

person attempting to accomplish a specific business objective.
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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. Note that all document references are fully expanded in
the bibliography in section 14.
(NICC ND1627, p. 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 buyers needs. It ends when this need
is fulfilled, the service is available to use and the supplier has been
paid.
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. Later versions may include this functionality or additional
documentation may be developed to support them.
(NBNCO/CA 2010 , p. 11)

o L2C = TM Forum Fulfillment = All the activities that are needed to
configure and activate service across B2B/C2B interface. It covers preorder management, order management, testing management,
QoS/service Level agreement management and appointment
management.
o Note that most of QoS/SLA management is in the TM Forum Assurance
vertical rather than the Fulfillment vertical.
Diagrams of the NICC patterns that fall within the scope of the QSP are included
for reference in section 12, along with a more detailed description of scope.
Diagrams of the NBNCO processes are included for reference in section 13, along
with a more detailed description of scope.
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ITIL High Level Scope

In terms of ITIL, the scope of this Quick Start Pack includes activities within
Request Fulfillment and also activities within Change Management, Service Asset
& Configuration Management, Release & Deployment Management, Service
Catalog Management, SLA Management and Supplier Management that are in the
scope of Service Design, Service Transition and Service Operation, as shown in
Figure 2.
Figure 2 High Level ITIL scope of this Quick Start Pack (enclosure)
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eTOM High Level Scope

In terms of the Business Process Framework (eTOM) Level 1, the scope of this
Quick Start Pack is the Fulfillment vertical (from Operations), as shown in Figure 3.
Figure 3 Level 1 eTOM scope of this Quick Start Pack (enclosed)
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eTOM Level 2 Scope

In terms of the Business Process Framework (eTOM) Level 2, the scope of this
Quick Start Pack is a subset of the Level 2 processes in the Fulfillment vertical
(from Operations), as shown in Figure 4:
Selling, Marketing Fulfillment Response, 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)
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4.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.
eTOM Level 3 Scope: Request to Answer

The Request to Answer scenario is shown below in the form of a Level 3 process
flow. Level 3 process elements included in this Quick Start Pack are highlighted.
All of the Level 3 process elements are in scope except Manage Contact and Issue
& Distribute Marketing Collaterals.
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).
Specific information requests or product requests from the customer are qualified and addressed.
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This could lead to the preparation of a pre-sales offer if the customer shows interest in a particular
product.
eTOM Level 3 Scope: Order to Payment

The Order to Payment scenario is shown below in the form of a Level 3 process
All of the Level 3 process elements are in scope except Manage Contact and
Create Customer Bill Invoice.
Figure 6 Level 3 process elements in Order to Payment (shaded)

This process deals with all activities which convert the customer request or an
accepted offer into a Ready for use product.
This process involves capturing customer order information, triggering the
relevant provisioning process and handing over the order to the Service layer.
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Once the product is successfully provisioned, the customer order is closed and
the customer satisfaction is validated.
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eTOM Level 3 Scope: Request to Change

The Request to Change scenario is shown below in the form of a Level 3 process
All of the Level 3 process elements are in scope except Manage Contact and
Create Customer Bill Invoice.
Figure 7 Level 3 process elements in Request to Change (shaded)

This process deals with all activities which convert the customers change request into a
Ready for use product.
This process involves capturing customer order information, triggering the relevant
provisioning process and handing over the order to the Service layer.
Once the product is successfully provisioned, the customer order is closed and the
customer satisfaction is validated.
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eTOM Level 3 Scope: Termination to Confirmation

The Termination to Confirmation scenario is shown below in the form of a Level 3
process flow. Level 3 process elements included in this Quick Start Pack are
highlighted. All of the Level 3 process elements are in scope except Manage
Contact, Establish & Terminate Customer Relationship, and Create Customer Bill
Invoice.
Figure 8 Level 3 process elements in Termination to Confirmation

(shaded)
This process deals with all activities related to the execution of customers termination
request.
This process involves retention activities, capturing customer order information, triggering
the relevant provisioning process and handing over the order to the Service layer.
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Once the product is successfully terminated, the customer order is closed and the customer
satisfaction is validated.
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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. Level 3 process elements included in this Quick Start Pack
are highlighted. All of the Level 3 process elements are in scope.
Figure 9 Level 3 process elements in Production Order to Acceptance

(shaded)
This scenario manages the provisioning and termination process, starting from the feasibility check
and ending with the activation of services and resources.
The order processing includes the verification of service specifications, the availability check for the
services and resources, and the identification of critical and uncritical resources.
The reservation or cancellation of critical resources then takes place, followed by the completion of
the suborder with relevant parameters.
In the end, an overall acceptance test is executed.
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5.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 that provide B2B and C2B business scenarios and business
interactions.
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.
An ITIL integration perspective that uses a defined methodology to identify

and incorporate ITIL activities in Level 4 process flows.
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.
The Level 4 perspective with ITIL integration is described in a methodology

originally outlined in the Huawei contribution to Team Action Week July 2011, and
later documented in the new application guide GB921-L: Leveraging Level 4
Process Elements and Process Flows in Support of ITIL.
The methodology involves identifying essential patterns in ITIL activities and
eTOM processes, then using those patterns to guide the construction of Level 4
process flows. The Level 4 process flows include process elements derived from
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Level 3 process elements and previously published, 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.
In cases where external ITIL components such as Configuration

Management System (CMS) or Known Error Database (KEDB) are referenced
in the concept flow, the BPMN flow contains a process element that
accesses the ITIL component, but not the ITIL component itself.
Incoming messages appearing midway in flows were not modeled in this

release.
Extended descriptions have not been included in BPMN flows in the current
release. Work is underway in parallel to assign components of the extended
descriptions to specific properties, which will be added to the BPMN flows in
the next release.
Only one actor and no swim lanes are used each BPMN flow in this release.
Default choices for ORs were assumed for the BPMN flows, but should be
examined on an implementation-specific basis.
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).
The analysis process uses the following sequence of activities:
Reconcile the in-scope business scenarios and business interactions of the
two contributions.
Identify state models related to the reconciled scenarios and interactions.
Construct BPMN collaboration diagrams representing the reconciled
contributions, using existing and implied eTOM Level 4 process elements as
the BPMN activities.
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Identify correspondences between Level 4 process elements used in the

Level 4 with ITIL Integration perspective and process elements used in the
collaboration diagrams.
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. This
understanding can be an important guide in the customization, extension and
integration that are required for implementation of process flows at Level 4 and
below.
Table 1 compares the preceding scenarios and perspectives, showing their domain
emphasis and element usage. Level 3 process elements, 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.
Other scenarios may have quite different usage patterns, and implementers are
advised to make similar evaluations for their specific scenarios.
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3
4
0
3
3
3
5
X
X
X
X
Level 3 End-to-End
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. 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, Configure & Activate Service
Issue Service Orders
Recover Service
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Request to Answer
Level 2
Process
Number of Level 4 Children
Table 1 - 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
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X
X
X
X
X
X
X
X
X
Workforce
Management
Supplier/
Partner
Requisition
Management
Supplier/
Partner
Interface
Mgmt
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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
Level 3 End-to-End
Request to Change
Request to Answer
Order to Payment
X
Prod. Order to Acceptance
Resource
Provisioning

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
X
X
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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
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
by customers
Number of
by customers
Total number of orders
Total number of hours
1 From the Business Performance Measurement System (BPMS) v5.6.1.

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Metric
ID
F-OE3d
Metric Purpose
Pending Error Fix
Numerator
Denominator

with pending error fixes

with errors
CIM
Selling
MFR
OH
RL
SCA
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F-OE-3d
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

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
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RP
WFM
SPRM
SPIM
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.
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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

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
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,
or could use the second derivatives to trigger sooner but more speculatively
based on the acceleration of changes of the measurements.
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7.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. These states help to define the legal
agreement between buyer and supplier, and also to categorize the use of specific
business interactions within each business scenario. These states represent a
synthesis of the NICC and NBNCO/CA contributions.
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 goals would be difficult to achieve in the context of a state model

representing only the original order, because multiple amendments and
cancellations can be attempted, and may overlap in time. As a result, the
following order types are defined in the QSP:
Primary Orders represent orders originally submitted from a buyer to a

supplier.
Amend Orders represent requests by the buyer to amend a Primary Order.
Cancel Orders represent requests by the buyer to cancel a Primary Order.
Another reason for using the above terms is to avoid confusing these interorganization requests with commonly used terms like New, Move, Add,
Change, Disconnect, which refer to the state of the service for the ordering
customer. All of those terms are considered Primary Orders in this model.
Specifically:
An Amend Order is not a Change Order but rather a request for an in-flight
revision of a New, Move, Add, Change, Disconnect, or any other
supplier-supported type of Primary Order. The request for in-flight revision
may be accepted or rejected independently of the Primary Order to which it
refers.
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A Cancel Order is not a Disconnect Order but rather a request for

cancellation of a New, Move, Add, Change, Disconnect, or other
any other supplier-supported type of Primary Order. The request for
cancellation may be accepted or rejected independently of the Primary
Order to which it refers.
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Primary Order States

States for Primary Orders are shown and described below.
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
received, but validation has not
begun.
buyer that the order is valid, but
the supplier has not yet committed
to fulfill it.
buyer that the supplier is
committed to fulfill the order.
buyer that the order has been
fulfilled.
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Predecess
or(s)
Successor
(s)
None
Pending
Started
Acknowled
ged,
Rejected
Pending
Committed,
Rejected,
Cancelled
Acknowled
ged
Completed,
Cancelled
Committed
None
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Rejected
Cancelled

buyer that the order was rejected,
either because it was invalid or
because it was infeasible.
buyer that the order was cancelled
by the buyer or the supplier.
Pending,
Acknowled
ged
None
Acknowled
ged,
Committed
None
Amend Order States

States for Amend Orders are shown and described below.
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.
buyer that the amendment request
has been received, but validation
has not begun.
buyer that the amendment is valid,
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Predecess
or(s)
Successor
(s)
None
Pending
Started
Acknowled
ged,
Rejected
Pending
Completed,
Rejected
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Completed
Rejected
but the supplier has not yet

committed to fulfill it.
buyer that the amendment has
been completed.
buyer that the amendment was
rejected, either because it was
invalid or because it was infeasible.
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Committed
None
Pending,
Acknowled
ged
None
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Cancel Order States

States for Cancel Orders are shown and described below.
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.
buyer that the cancellation request
has been received, but validation
has not begun.
buyer that the cancellation is valid,
but the supplier has not yet
committed to fulfill it.
buyer that the cancellation has
been completed.
buyer that the cancellation was
rejected, either because it was
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Predecess
or(s)
Successor
(s)
None
Pending
Started
Acknowled
ged,
Rejected
Pending
Completed,
Rejected
Committed
None
Pending,
Acknowled
ged
None
Page 41 of 146
invalid or because it was infeasible.
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8.eTOM Level 3 End-to-End Process Flows

This section describes level 3 process flows that are relevant to Fulfillment
business scenarios.
In the Fulfillment vertical, a large collection of process elements have already
been defined at eTOM level 3, based on various business models and
implementations. In this case, the existing level 3 process descriptions have been
used to derive process flows.
This section contains concept diagrams that show a high level view of each
process.
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).
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Figure 13 Level 3 End-to-End Flow Internally Generated Requests
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As shown in Figure 13, 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, it begins with Track Leads; otherwise it

begins with Manage Request.
From this point the request can go in one of several directions. An
appointment request will go to Manage Schedule & appointments, while
requests for address or pricing information will go to other level 3 request
handling processes (not shown in this diagram). Pre-order and order
requests go to Manage Prospect, which is the first of a series of Selling
process elements ending with Acquire Customer Data.
At this point the flow incorporates a series of steps from Order Handling,
beginning with Authorize Credit and ending with Complete Customer Order.
Track & Manage Customer Order Handling is responsible for most of the
interaction with other layers, potentially calling on any combination of Issue
Service Orders, Issue Resource Orders, and Manage Work Order Lifecycle for
order components that can be processed internally, and going to Initiate
Supplier/Partner Requisition Order for components that must be obtained
externally. A pattern can be seen in which Track & Manage acts as the
brains at each level, calling on subtending Issue processes and
responding to higher Track & Manage processes.
Finally, for successful orders the Validate Customer Satisfaction step closes
the loop with the customer and begins post-order processing.
Note that many process elements can be skipped. For example, if an order is
received from an existing customer, the Manage Prospects step would be
unnecessary. Entire sections of a flow can also be bypassed; for example, if the
order is a type of preauthorized activity, the intervening steps up to Issue Order
could be omitted. The branch logic for these situations would be difficult to
represent in a level 3 process flow, but is shown in the level 4 process flow for
Selling.
Level 3 Process Flow for Externally Generated Requests

Figure 14 shows the eTOM level 3 fulfillment process flow for orders originating
from a partner. This is similar to the process described in the previous section,
with a few significant differences:
The process begins and ends with Manage Supplier/Partner Requests, which
receives and responds to external requests.
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There is no need for lead processing, up-selling, etc., so the process is more
streamlined.
Note that although not shown in the diagram, it is possible that some order
components might be sourced from yet another partner, using the S/PRM
processes shown in the previous figure.
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,
each of whom is acting as both buyer and supplier. This view uses the same
major process elements as in the preceding diagrams, 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.
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As before, the paired Issue and Track & Manage processes decompose the
order and handle resulting components at each layer.
Orders can be sent to suppliers from the Customer, Service or Resource
layers, but in each case they go through Track & Manage Supplier/Partner
Requisition to Issue Customer Orders on the partner side, meaning that they
are handled by the supplier as customer orders regardless of the way in
which they are classified by the buyer.
Figure 15 Level 3 End-to-End Flow Reciprocal Buyer-Supplier

Interactions
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9.eTOM Level 4 Process Elements and Process Flows

This section describes level 4 process flows that are relevant to Fulfillment
business scenarios. As with section 4, 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, by representing them as vertical phases or groupings along the
top of each diagram, with selected Level 4 process elements represented by
BPMN activities. These diagrams also highlight the points at which ITIL activities
are integrated and at which B2B interactions occur.
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. 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. Therefore all Level 2, 3, and 4 processes are included in the fan-out
diagrams in this section, in order to make clear what candidates are available.
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.
It comprises four Level 3 processes that represent all xxx-related activities within
the xxx-related aspects of Fulfillment. Four of its derived Level 3 process
elements have been further decomposed into ten Level 4 process elements. The
brief description from GB921-D: Managing all interfaces between the enterprise
and potential and existing customers.
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Figure 16 Customer Interface Management and its Level 3 and Level 4

children
The flow for Customer Interface Management is simple. Handle Request accepts
the incoming request and directs it to the appropriate process. If the request is
actually a status request related to a previous request, Provide Request Status
returns the status.
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.
It comprises two Level 3 processes that represent all customer-related and
product-related activities within the order-related aspects of Fulfillment. Two of its
derived Level 3 process elements have been further decomposed into four Level 4
process elements. 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.
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Figure 18 - Marketing Fulfillment Response and its Level 3 and Level 4

children
Track Marketing Leads monitors incoming leads and passes them to Evaluate
Marketing Leads, which passes qualified leads to the Selling processes.
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. It comprises seven
Level 3 processes that represent all customer-related and product-related
activities within the order-related aspects of Fulfillment. Seven of its derived Level
3 process elements have been further decomposed into 16 Level 4 process
elements.
The brief description from GB921-D: Responsible for managing prospective
customers, and for qualifying and educating customers, and matching customer
expectations.
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Figure 20 - 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.
The flow begins by checking for the type of activity represented by the
incoming request. If it is a preauthorized activity such as a customer
administrator making configuration changes, most of the Level 3 processes
will be bypassed, and the request will go directly to Acquire Customer Data.
If the request is not a preauthorized activity, the flow evaluates whether it is
a lead; if not, the Manage Prospect process will be skipped.
If it is a lead, it is analyzed by Analyze Prospect Leads, matched against
possible products by Identify Potential Solutions, and if still viable, directed
by Assign Prospect to Sales Channel; otherwise the flow is terminated.
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Regardless of whether the request began as a lead, the flow next evaluates
whether it represents a custom order; if not, the Qualify Opportunity process
will be skipped.
If it is a custom order, Define Alternative Customized Solutions finds
alternative implementations, Assess Potential Development & Risk identifies
resource and financial requirements, and Assess Strategic Impacts
examines risks and pre-feasibility.
At this point the flow introduces an activity not based on an existing eTOM
level 4 process element (and therefore shaded in green), which creates an
ITIL Request for Change (RFC) and also creates the order itself. Because an
organization may use multiple, differing types of RFC with associated
disparate activities, the creation of an RFC and an order occurs in one of
three possible places, of which Qualify Opportunity is the first.
If it is not a custom order, the non-custom branch begins with the creation
of a non-custom RFC and order. The branch is then joined by the custom
branch for the remainder of Develop Sales Proposal. Ascertain Customer
Requirements and Determine Support for Requirements examine the
content and basic feasibility of the request.
At this point another new activity is introduced to obtain from the ITIL
Configuration Management System (CMS) the customers current
configuration and related Key Performance Indicators (KPIs). With the
information from the preceding three activities, Develop Proposal Against
Customer Requirements can proceed. The output may range from quite
complex for a custom order to quite simple for a common mass market
order.
The flow proceeds into Cross/Up Selling, using Analyze Customer Trends to
flag problems or opportunities, and Recommend Appropriate Offerings to
suggest alternative choices.
Next the flow executes Negotiate Sales Contract, including the selfexplanatory Negotiate Standard Terms and Conditions, Develop & Negotiate
Non- Standard Terms and Conditions, and Obtain Customer Agreement.
At this point the flow enters Acquire Customer data. If it reached this point
by bypassing most processes because the request is pre-authorized, first it
creates an operational RFC and order. In any case, the next step is to
Determine Required Customer Data, followed by Capture & Record
Customer Data.
The Selling process ends with two ITIL-related activities: update the CMS
with the information produced so far, and initiate a Service Transition Plan.
The detail of the Plan will be proportional to the type of request and the
complexity of the order and of the customers affected services.
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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. It
comprises seven Level 3 processes that represent all customer-related and
product-related activities within the order-related aspects of Fulfillment. Four of
its derived Level 3 process elements have been further decomposed into nine
Level 4 process elements.
The brief description from GB921-D: Responsible for accepting and issuing
orders.
Note that the Pricing Management business scenarios in section 10 are related to
the activities in the Negotiate Sales Contract phase in Figure 21.
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Figure 22 - 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 begins by checking for the origin of the incoming order. If the
order originated with an external organization, then the flow goes directly to
Issue Customer Order.
The next step is to Authorize Credit. This step may be skipped in some
cases. For example, the service provider may have a policy that
preauthorized activity is exempt.
Following either bypass or successful Authorize Credit, the flow goes to
Issue Customer Orders. 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).
Next, if the incoming order represents a preauthorized activity, most of the
processing of Order Handling will be unnecessary, and the flow proceeds
directly to Track & Manage Customer Order; otherwise there is next an
update to the CMS and to the order state (Pending).
The next activity in this phase is Assess Customer Order, determining its
validity. Next the CMS and order state are updated (Acknowledged if valid,
Rejected if invalid).
If the order is valid, the flow proceeds to Determine Customer Order
Feasibility. An additional ITIL-related activity (skipped if the order is
infeasible) conducts an impact analysis, including CMS data if available.
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. Based on these evaluations the CMS and order
state are updated (Committed, Rejected, or Cancelled).
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Committed orders proceed to Track and Manage Customer Order Handling,

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).
Upon completion of processing in Track and Manage, 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).
Completed orders proceed to Complete Customer Order, which uses
Manage Customer Information to update required data and then Manage
Customer Interaction to notify the customer of completion.
Throughout the flow, orders go to Close Customer Order as soon as they
reach a terminal state (Rejected, Cancelled, or Committed).
Figure 23 Order Handling L4 Process Flow
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Retention & Loyalty

Retention & Loyalty is a Level 2 process at the intersection of the Customer
Relationship Management Level 1 process with the Fulfillment vertical. It includes
five Level 3 processes that represent all xxx-related activities within the xxxrelated aspects of Fulfillment. Five of its derived Level 3 process elements have
been further decomposed into 16 Level 4 process elements.
The brief description from GB921-D: Manage all functionalities related to the
retention of acquired customers, and the use of loyalty schemes in the potential
acquisition of customers.
Figure 24 Retention & Loyalty and its Level 3 and Level 4 children
The process flow for Retention & Loyalty invoked for completed orders is
simple, involving only Validate Customer Satisfaction. The complexity of the
individual process elements will be related to the complexity of the order and the
services it conveys.
First, Validate Solution Predicted/Expected Value checks that the customer

can receive expected value from their investment.
Validate Customer Feedback ensure that the solution meets customer
expectations.
Finally, Initialize After-Sales Processes triggers downstream billing and
assurances processes, bringing an end to the Fulfillment process.
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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. It
includes nine Level 3 processes that represent all service-related activities related
to Fulfillment. Eight of its derived Level 3 process elements have been further
decomposed into 27 Level 4 process elements. The brief description from GB921D: Responsible for the installation and configuration of the service for customers,
including the installation of customer premises equipment.
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Figure 26 - Service Configuration & Activation and its Level 4 and Level 4
children
The process flow for Service Configuration & Activation is similar to, but more
complex than, Track & Manage Customer Order:
The flow begins with Assess Service Request, which determines the validity
of the incoming request. Because the ITIL CMS should be referenced as part
of this activity, it has been color coded in the flow.
If the request is infeasible, no service order is created and the flow
terminates with no further processing.
If the request is feasible, the flow proceeds to Create Service Orders. This
activity should also include updates to the ITIL CMS.
Based on the content of the service order, the Mark Service Order for
Special Handling activity may now be invoked. Next the flow splits, invoking
Track & Manage Service Provisioning for most of the remaining flow, while
taking a parallel path through the other phases.
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).
If a new solution design is required because the service order is not for an
already-designed solution, the flow enters the Design Solution phase,
progressing through Develop Overall Service Design, Develop Detailed
Service Design, and Develop Service Implementation Plan. The latter is
tagged as requiring updates to ITIL CMS and Service Transition Plan.
Next the flow enters the Allocate Specific Service Parameters to Service
phase. This phase identifies available parameters with Determine Service
Parameter Availability, and then reserves them with Reserve Service
Parameters.
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Figure 27 - Service Configuration & Activation L4 Process Flow
If the parameters can be allocated before the reservation expires, the flow
invokes Allocate Service Parameters; otherwise it invokes Release Service
Parameters. Activities in the Allocate Specific Service Parameters to Service
phase involve updates to ITIL CMS.
If the service parameters were successfully allocated, the flow proceeds to
the Implement, Configure & Activate Service phase, which is a
straightforward execution of Configure Service, Implement Service, and
Activate Service. The latter is tagged as requiring updates to ITIL CMS and
Service Transition Plan.
At this point the final phase, Close Service Order, is entered. This consists
of a single activity, which is tagged as requiring updates to ITIL CMS and
Service Transition Plan.
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Resource Provisioning
Resource Provisioning is a Level 2 process at the intersection of the Resource
Management & Operations Level 1 process with the Fulfillment vertical. It
includes eight Level 3 processes that represent all resource-related activities
related to Fulfillment. Seven of its derived Level 3 process elements have been
further decomposed into 26 Level 4 process elements.
Figure 28 - Resource Provisioning and its Level 3 and Level 4 children

The brief description from GB921-D: Allocation, installation, configuration,
activation and testing of specific resources to meet the service requirements, or in
response to requests from other processes to alleviate specific resource capacity
shortfalls, availability concerns or failure conditions.
The process flow for Resource Provisioning is similar to that of Service
Configuration & Activation, except that there is no design phase:
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The flow begins with Assess Resource Request, which determines the
validity of the incoming request. Because the ITIL CMS should be
referenced as part of this activity, it has been color coded in the flow.
If the request is infeasible, no resource order is created and the flow
terminates with no further processing.
If the request is feasible, the flow proceeds to Create Resource Orders. This
activity should also include updates to the ITIL CMS.
Based on the content of the resource order, the Mark Resource Order for
Special Handling activity may now be invoked.
Next the flow splits, invoking Track & Manage Resource Provisioning for
most of the remaining flow, while taking a parallel path through the other
phases.
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).
Next the flow enters the Allocate & Install Resource phase. This phase
identifies available resources with Determine Resource Availability, and then
reserves them with Reserve Resource.
If the resources can be allocated before the reservation expires, the flow
invokes Allocate Resource, followed by Install and Commission Resource;
otherwise it invokes Release Resource. All of the activities in the Allocate &
Install Resource phase involve updates to ITIL CMS.
If the resources were successfully allocated, the flow proceeds to the
Configure & Activate Resource phase, which includes Configure Resource,
Implement Resource, and Activate Resource. The latter is tagged as
requiring updates to ITIL CMS.
At this point the final phase, Close Resource Order, is entered. This consists
of a single activity, which is tagged as requiring updates to ITIL CMS.
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Figure 29 - 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. It includes five Level 3 processes that represent all work
order-related and workforce-related activities. Four of its derived Level 3 process
elements have been further decomposed into 22 Level 4 process elements.
The brief description from GB921-D: Managing the staff performing manual
activities along with managing the actual activity being performed.
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Figure 30 - Workforce Management and its Level 3 and Level 4 children

The process flow for Workforce Management involves two separate paths, one for
Manage Schedule & Appointments, and another for Manage Work Order Lifecycle:
If the incoming request is a work order, it is processed by Issue Work Order.

Next the flow splits, invoking Track & Manage Work Order for most of the
remaining flow, while taking a parallel path through the other steps.
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).
The other part of the parallel flow passes through Analyze & Decompose
Work Order, Assign Task, and Dispatch Task.
The parallel paths rejoin before the flow invokes Close Work Order and ends.
If the incoming request is not a work order, it is evaluated to determine
whether it will go to Manage Reservations or Manage Appointments, then
the flow ends.
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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. It includes seven Level 3 processes that represent all resource-related
activities related to Fulfillment. Six of its derived Level 3 process elements have
been further decomposed into 19 Level 4 process elements.
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. According to the appropriate policy and practices of
the enterprise, supply chain processes in SIP may be involved as well as, or
instead of, S/P Requisition Management to achieve this. This process interfaces
with the suppliers CRM process for order handling.
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Figure 32 - 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. It includes three Level 3 processes that represent all resource-related
activities related to Fulfillment. 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.
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Figure 33 - 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, using one of the
most common business scenarios, Buyer Submits Order, as an example. That
scenario is described in more detail on page 85, but it is instructive to see how
multiple process flows composed of these lower-level processes interact.
Both scenarios involve interactions between two organizations (typically two
service providers). The scenarios can be easily extended to include more than
two organizations; an example can be seen in the business scenario Buyer
Cancels Third Party Order in the next section. These scenarios are illustrated
using BPMN collaboration diagrams, which describe interactions between
organizations in terms of message flows between pools (which optionally contain
swim lanes). Collaboration diagrams differ from BPMN process diagrams in that
multiple pools are involved and that message flows are represented.
For purposes of this QSP, a BPMN collaboration diagram or BPMN choreography
diagram (defined in the next section) describes a business scenario, and a
message flow describes a business interaction in technology-independent terms.
In the Level 3 scenario in Figure 34, message flows are exchanged between a
Level 3 process on the Buyer and a Level 3 process on the Supplier. The Level 4
view in Figure 35 expands the level of detail, showing the subtending Level 4
processes where relevant. One point of this comparison is to show how essential
state information can be associated with message flows, allowing contractual
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agreements between Buyer and Supplier to be expressed in BOMN. 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
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In both diagrams, 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, and the Supplier responds over time with several updates indicating
changes to the state of the order. A BPMN message flow may include more than
one message, but in this example, both requestOrder and notifyOrderStatus are
asynchronous.
Figure 35 Level 4 Order Management Collaboration
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Note that the business interactions described in a particular view like the one
shown here are not exclusive. For example, interspersed with the business
interactions shown in these two diagrams could be many additional business
interactions related to appointment management, order status inquiry and
response, order status notification, etc. Any collaboration diagram or
choreography diagram, in order to be readable, focuses on a specific business
scenario and the interactions it entails.
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10.
Buyer-Supplier Business Scenarios
This section describes the in-scope business scenarios, which incorporate the
business interactions described in the previous section. These scenarios
represent a synthesis of the NICC and NBNCO/CA contributions.
How to Use this Section

This section uses a narrative, a BPMN choreography diagram in many cases, and a
list of business interactions to describe each business scenario. The example
scenario below, Order Management: Buyer Submits Order, shown in Figure 36,
appears on page 85.
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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, the remainder of this section describes
the individual business scenarios in the order listed below.
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
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Reservation
Buyer Requests Quote
Buyer Requests Service
Qualification
Buyer Requests Tariff or Price
Pricing Management
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Buyer
Supplie
Supplier Notifies Tariff or Price
r
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Appointment Management: Buyer Cancels Appointment

In this scenario the buyer cancels a previously reserved appointment. The
scenario is an extension of the Buyer Requests Appointment scenario on page 74.
At some point following reservation the buyer discovers that the appointment
must be cancelled, and requests cancellation from the supplier. Unlike the similar
scenario of Supplier Cancels Appointment on page 76, this scenario does not
provide for the supplier to refuse cancellation.
The collaboration including level 4 process elements is shown in Figure 37.
Figure 37 Buyer Cancels Appointment Collaboration

Table 8 describes the business interactions within this business scenario.
Table 8 Buyer Cancels Appointment Business Interactions
Send
er
Buyer
Buyer
Buyer
Business Interaction
requestAppointmentAvailabilit
y
requestAppointmentReservati
on
requestAppointmentCancellat
ion
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Respons
e
Y
Y
Y
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Valid for
Order
State(s)
Next
Primary
Order
State
N/A
N/A
N/A
N/A
N/A
N/A
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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, the buyer must decide whether to ask for a list of appointments in a
different time period, or to abandon the effort. If the buyer selects a different
time period, the process is repeated. If a suitable appointment is presented the
buyer may request a reservation. The supplier responds with the status of the
reservation. Because the availability request does not lock a reservation, it is
possible that the reservation request will fail. If that happens, the buyer can
either repeat the entire process or abandon it.
The collaboration including level 4 process elements is shown in Figure 38
Figure 38 - Buyer Requests Appointment Collaboration

Table 9 Buyer Requests Appointment Business Interactions
Sen
der
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nse
Valid for Order

State(s)
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Primary
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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. The scenario is an extension of the Buyer Requests
Appointment scenario on page 74. At some point following reservation the
supplier discovers that the appointment must be cancelled, and requests
cancellation from the buyer. Unlike the similar scenario of Buyer Cancels
Appointment on page 72, this scenario allows the buyer to refuse cancellation.
Figure 39 Supplier Cancels Appointment Collaboration

Table 10 Supplier Cancels Appointment Business Interactions
Send
er
Buyer
Buyer
requestAppointmentAvailabilit
y
requestAppointmentReservati
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e
Y
Y
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Valid for
Order
State(s)
Next
Primary
Order State
N/A
N/A
N/A
N/A
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Suppli
er
Buyer
on
requestAppointmentCancellati
on
notifyAppointmentCancellatio
nStatus
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N
N
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N/A
N/A
N/A
N/A
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Appointment Management: Supplier Requests Appointment

In this scenario the supplier requests that the buyer make an appointment. The
request is made using the requestOrderAction interaction. The buyer initiates the
Buyer Requests Appointment scenario. Subsequently the Buyer Cancels
Appointment and Supplier Cancels Appointment scenarios are possible.
Table 11 Supplier Requests Appointment Business Interactions
Send
er
Suppli
er
Business
Interaction
requestOrderActi
on
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Respo
nse
N
Valid for Order

State(s)
Next Primary
Order State
N/A
N/A
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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. 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 confirms the receipt of the request, and then checks its validity. The
supplier either rejects the request as invalid or acknowledges its validity. Next the
supplier checks the feasibility of the request. The supplier either rejects the
request as infeasible or confirms that it has been implemented (meaning that the
original order has been amended).
Figure 40 - Buyer Amends Order Choreography

Table 12 Buyer Amends Order Business Interactions
Send
er
Buyer
Suppli
er
Suppli
er
Business
Interaction
requestOrderAmen
dment
notifyOrderStatus
notifyOrderStatus
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Respo
nse
Y
Valid for Amend

Order State(s)
Next Amend
Order State
N/A
Started
Started
Pending
Pending
Acknowledge
d
N
N
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Suppli
er
Suppli
er
Suppli
er
notifyOrderStatus
notifyOrderStatus
notifyOrderFallout
N
N
Acknowledged
Completed
Pending,
Acknowledged
Rejected
Rejected
N/A
Order Management: Buyer Cancels Order

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 supplier confirms the receipt of the request, and then checks its
validity. The supplier either rejects the request as invalid or acknowledges its
validity. Next the supplier checks the feasibility of the request. The supplier
either rejects the request as infeasible or confirms that it has been implemented
(meaning that the original order has been cancelled).
Figure 41 - Buyer Cancels Order Choreography

Table 13 Buyer Cancels Order Business Interactions
Send
er
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Interaction
Respo
nse
Valid for Cancel

Order State(s)
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Order State
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Buyer
Suppli
er
Suppli
er
Suppli
er
Suppli
er
Suppli
er
requestOrderCance
llation
notifyOrderStatus
notifyOrderStatus
notifyOrderStatus
notifyOrderStatus
notifyOrderFallout
N/A
Started
Started
Pending
Pending
Acknowledge
d
Acknowledged
Completed
Pending,
Acknowledged
Rejected
Rejected
N/A
N
N
N
N
N
Order Management: Buyer Cancels Third Party Order

there are two buyers. Buyer A submits an order in the usual way as described in
Buyer Submits Order, and it proceeds to the Committed state. At this point the
supplier determines that the order affects buyer B, e.g. a cease service request
from gaining their customer. The supplier alerts buyer A with
notifyThirdPartyOrderEffect. Buyer B does nothing if the effect is expected;
otherwise it uses requestThirdPartyOrderCancellation to attempt to cancel buyer
As order. The supplier determines disposition, notifies buyer B with
notifyThirdPartyOrderStatus, and notifies buyer A with notifyOrderStatus that the
order is either Completed or Cancelled.
The collaboration including level 4 process elements is shown in
.
Figure 42 - Buyer Cancels Third Party Order Choreography

Table 14 Buyer Cancels Third Party Cease Business Interactions
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Send
er
Suppli
er
Buyer
Suppli
er
notifyThirdPartyOrderEffect
requestThirdPartyOrderCanc
ellation
notifyThirdPartyOrderStatus
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Respon
se
N
Y
N
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Valid for Third

Party Order
State(s)
Next
Primary
Order
State
Committed
N/A
Committed
N/A
Completed,
Cancelled
N/A
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Order Management: Buyer Requests Action

In this scenario the buyer requests that the supplier perform some action in
connection with a current order. The asynchronous response depends on the
action requested.
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. The asynchronous response contains the status.
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
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 synchronous response
contains the information.
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Table 17 Buyer Requests Order Performance Data Business Interactions

Send
er
Buyer
Respo
nse
requestOrderPerformance
Data
Valid for Order

State(s)
Primar
y
Order
State
N/A
N/A
Order Management: Buyer Requests Service Configuration

In this scenario, the buyer requests that the supplier make changes to the
configuration of an existing service. The supplier returns the status of the
configuration change in the response.
Table 18 Buyer Requests Service Configuration Business Interactions
Send
er
Business
Interaction
Respo
nse
Buyer
requestServiceConfig
uration
notifyServiceConfigu
ration
Suppl
ier
Valid for Order

State(s)
Next
Primary
Order
State
N/A
N/A
N/A
N/A
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 MAC in the response.
Table 19 Buyer Requests Service MAC Business Interactions
Send
er
Buyer
Suppli
er
Business
Interaction
requestMAC
notifyMAC
GB959, version 0.3
Respo
nse
N
N
Valid for Order

State(s)
N/A
Next Primary
Order State
N/A
N/A
N/A
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Order Management: Buyer Requests Test

In this scenario, the buyer requests that the supplier perform a test of a specific
service that the supplier currently provides to the buyer. The synchronous
response contains the test results.
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

Reference source not found for best understanding of this section. This is a key
business scenario upon which several others are based. In this scenario the buyer
submits an order. The supplier confirms the receipt of the order, and then checks
its validity. The supplier rejects the order as invalid, acknowledges its validity, or
reports that it has been cancelled by the buyer or supplier. Next the supplier
checks the feasibility of the order. The supplier rejects the order as infeasible,
commits to implement it, or reports that it has been cancelled by the buyer or
supplier. If the order has not been rejected or cancelled, then once it has been
implemented the supplier confirms that it has been completed.
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Figure 43 - Buyer Submits Order Choreography

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, Acknowledged
Rejected
Acknowledged,
Committed
Cancelled
N
N
N
N
N
Order Management: Supplier Cancels Order

Reference source not found for best understanding of this section.
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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.
Figure 44 Supplier Cancels Order Choreography

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.
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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. This scenario typically involves an SLA violation.
Table 23 describes the business interaction within this business scenario.
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 predicts an SLA violation.
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.
Table 25 Supplier Notifies Service Demonstrated Business Interactions
Send
er
Suppli
er
Business
Interaction
notifyServiceDemonst
rated
GB959, version 0.3
Respo
nse
N
Valid for Order

State(s)
Next Primary
Order State
Completed
N/A
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Order Management: Supplier Notifies Time or Cost Change

In this scenario, the supplier notifies the buyer that for a specific order in
progress, a change must be made to one or more parameters of cost or schedule.
The buyer may then accept or reject the change, and/or amend or cancel the
affected order, using the previously described scenarios for those activities.
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, version 0.3
Valid for Primary

Order State(s)
Next Primary
Order State
All
N/A
TBD
N/A
TBD
N/A
N
N
Y
Y
Acknowledged,
Committed
Acknowledged,
Committed
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N/A
N/A
N/A
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Order Management: Supplier Rejects Order

the supplier cancels a previously submitted order that has advanced to either the
Pending state or the Acknowledged state.
Figure 45 Supplier Rejects Order Choreography

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 0.3
N
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er
Suppli
er
s3
notifyOrderStatu
s
Pending,
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. The asynchronous response depends on the
action requested.
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. 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.
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Pre-Order Management: Buyer Notifies Order Forecast

In this scenario the buyer provides the supplier a forecast of order activity.
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.
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. The capacity information is returned in
the synchronous response.
Table 32 Buyer Requests Capacity Reservation Business Interactions
Send
er
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Business
Interaction
Respo
nse
Valid for Order

State(s)
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Next Primary
Order State
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Buye
r
requestCapacityInfor
mation
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. The address information is returned in the synchronous
response.
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, the buyer requests a quote from the supplier based on an order
that could be placed later. The quote is returned in the synchronous response.
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. After the synchronous
acknowledgement, the supplier provides the qualification in an asynchronous
response.
Table 35 Buyer Requests Service Qualification Business Interactions
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Send
er
Business
Interaction
Respo
nse
Buyer
requestServiceQuali
fication
notifyServiceQualific
ation
Suppl
ier
Valid for Order

State(s)
Next
Primary
Order
State
N/A
N/A
N/A
N/A
Pricing Management: Buyer Requests Tariff or Price

In this scenario, the buyer requests information from the supplier regarding tariffs
and/or prices. The information is returned in the asynchronous response.
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
Pricing Management: Supplier Notifies Tariff or Price

In this scenario, the supplier informs the buyer that one or more tariffs and/or
prices have changed.
Table 37 Supplier Notifies Tariff or Price Business Interactions
Sende
r
Supplie
r
Business
Interaction
notifyPricingInform
ation
GB959, version 0.3
Respo
nse
N
Valid for Order

State(s)
Next Primary
Order State
N/A
N/A
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11.
Buyer-Supplier Business Interactions
Business interactions are derived from the NICC and NBNCO/CA contributions, and
are used in the business scenarios described in the previous section.
Table 38 lists the in-scope business interactions between buyers and suppliers.
The names of the interactions all take the form of <verb><noun>, 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.
request<noun> Each interaction that uses this form is a request for action
and/or information.
Business interactions flagged with Response are considered synchronous and
have a defined response, which is expected within a short period of time (usually
seconds, specified in an SLA). The responses are not listed separately in Table 6,
and are named by appending Response to the original message. All
synchronous business interactions are originated by the Buyer.
Following Table 38, the remainder of this section describes the individual business
interactions, their responses if applicable, and the data elements associated with
the interactions. In the data element tables, the Req column describes the
requirement status of the data element as M (Mandatory), C (Conditional), or O
(Optional). Note that data elements related to message handling or
implementation, such as message ID, message timestamp, etc. are not
listed.
Table 38 Buyer-Supplier Business Interactions
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Category
Appointment
Management
Order Management
GB959, version 0.3
Initia
tor
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
requestOrderAction
requestOrderInformation
Y
requestAddressInformation
Y
requestCapacityInformation
Y
requestCapacityReservation
TMrequestForecast
Forum 2012
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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.
NOTE: Unlike a Buyer-requested cancellation, which the Supplier must confirm,
the Buyer may either confirm or deny the Suppliers cancellation request.
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

requestAppointmentAvailability, Supplier Sends
requestAppointmentAvailabilityResponse
The Buyer uses this interaction to request a list of available appointments within
the SLA for a product, outside the SLA for a product, or within a specified time
rang within or outside the SLA. The immediate response from the Supplier
contains zero or more appointments that have not yet been reserved.
NOTE: This interaction does not automatically reserve an appointment.
Table 40 Data Elements for requestAppointmentAvailability
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Data Element
Customer
Re
q
M
Account
Location
M
M
Type of Work
Related Product
M
M
Requested before SLA
Requested after SLA
Personnel
Qualification
Personnel
Authentication
Requested Date/Time
Range
C
C
O
Description
appointment
performed
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

appointment
performed
performed
Confirms the requested qualification
Confirms the requested qualification
List of available appointments that fit the

request
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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
Description
appointment
performed
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

appointment
performed
performed
Confirms the requested cancellation
Specifies the cancelled appointment
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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
Personnel
Qualification
Personnel
Authentication
C
C
Description
appointment
performed
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
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Description
appointment
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
performed
Confirms or denies the requested reservation
qualification
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
GB959, version 0.3
Description
appointment
performed
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

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
Desired ending date/time of action
Notes about the action to be performed
Table 49 Data Elements for requestActionResponse

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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

action
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
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
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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.
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, Supplier

Sends requestOrderResponse
The Buyer uses this interaction to submit a Primary Order. The immediate
response from the Supplier provides an Order ID that the Buyer must use in
subsequent interactions related to the order, along with information related to any
initial error if one occurred.
Table 53
Data Element
Re
q
Customer
M
Account
M
Location
M
Product
Requested Date
M
O
Additional Data
Data Elements for requestOrder

Description
The customer for the product
The location at which the product will be
installed or used
The product ordered
Optional specific date/time of desired
completion
agreement
Table 54 Data Elements for requestOrderResponse

Data Element
Order ID
GB959, version 0.3
Re
q
M
Description
The ID of the order in the suppliers tracking
system
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Data Element
Error information
Re
q
O
Description
Dependent on occurrence and details of
initial error
Order Management: Buyer Sends requestOrderAmendment,

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, and provides an Amend Order ID that the Buyer
must use in subsequent interactions related to the order, along with information
related to any initial error if one occurred.
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
Error Information
Description
The ID of the original order in the suppliers
tracking system
The ID of the amend order in the suppliers
tracking system
initial error
Order Management: Buyer Sends requestOrderCancellation,

Supplier Sends requestOrderCancellationResponse
The Buyer uses this interaction to submit a Cancel Order against a previously
submitted Primary Order. The immediate response from the Supplier confirms the
ID of the order being amended, and provides an Amend Order ID that the Buyer
must use in subsequent interactions related to the order, along with information
related to any initial error if one occurred.
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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
Error Information
Description
tracking system
The ID of the cancel order in the suppliers
tracking system
initial error
Order Management: Buyer Sends requestOrderStatus

The Buyer uses this interaction to request the status of an order. The supplier
eventually (but not necessarily immediately) responds with notifyOrderStatus.
NOTE: The Oder ID in this interaction may be the ID of an original (primary) order,
and amend order, or a cancel order. If the order ID refers to an amend order or
cancel order, the information returned in the notifyOrderStatus interaction refers
to that order, not to the original order being amended or cancelled.
Table 59 Data Elements for requestOrderStatus
Data Element
Order ID
GB959, version 0.3
Re
q
M
Description
The ID of the order in the suppliers tracking
system
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Order Management: Buyer Sends

requestOrderPerformanceData, Supplier Sends
requestOrderPerformanceDataResponse
The Buyer uses this interaction to request a report on the performance of the
order management system. 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 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 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. The Supplier eventually (but not necessarily immediately)
responds with notifyServiceConfiguration.
Table 62 Data Elements for requestServiceConfiguration
Data Element
Service ID
GB959, version 0.3
Re
q
M
Description
The ID of the service to be changed
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Data Element
Configuration Details
Requested Date/Time
Range
Re
q
C
O
Description
agreement
Optional specific date/time range of desired
change
Order Management: Buyer Sends requestTest, Supplier Sends

requestTestResponse
The Buyer uses this interaction to request that the Supplier conduct a test of a
specific instance of a service. 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
appointment
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, version 0.3
Description
appointment
The ID of the service to be tested
agreement
The type of test to be performed
The variant of the test to be performed
The priority of the test to be performed
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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
Error Information
Description
tracking system
The ID of the cancel order in the suppliers
tracking system
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, or to provide information previously requested, by the
Supplier relative to a specific order. The immediate response from the Supplier
confirms or denies the request.
Table 67 Data Elements for requestTime

Data Element
Order ID
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Re
q
M
Description
The ID of the affected order
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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
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
supplier
supplier
Order Management: Supplier Sends notifyChange

The Supplier uses this interaction to inform the Buyer of changes to the dates,
times, and/or costs associated with an order that is in progress. The Buyer
eventually (but not necessarily immediately) responds with
requestChangeConfirmation, requestChangeRejection, requestOrderAmend, or
requestOrderCancel.
Table 69 Data Elements for notifyChange
Data Element
Order ID
Change ID
Change Details
GB959, version 0.3
Re
q
M
M
C
Description
agreement
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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.
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 product ordered
The ID of the problem report describing the
cause
The reason for the delay
Estimated date/time of completion
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.
Table 71 Data Elements for notifyJeopardy
Data Element
Order ID
Customer
Account
Product
Reason
Estimated Date/Time
Additional Data
GB959, version 0.3
Re
q
M
M
M
M
M
C
O
Description
The ID of the order that is in jeopardy
The product ordered
The reason for the jeopardy
Estimated date/time of completion
agreement
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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, that order is now
being processed in fallout.
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,
either because the status changed as a result of processing or because the Buyer
requested the notification with requestOrderStatus.
Table 74 Data Elements for notifyOrderStatus
Data Element
Order ID
GB959, version 0.3
Re
q
M
Description
The ID of the order
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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.
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
agreement
Optional specific date/time of actual change

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.
Table 76 Data Elements for notifyServiceDemonstrated
Data Element
Order ID
Re
q
M
Description
The ID of the order

The Supplier uses this interaction to notify the Buyer that an order placed by a
third party (e.g. another Buyer) has an effect on the Buyer. For example, a thirdparty order may result from one service provider taking a customer away from
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another service provider. The Buyer need not respond if the effect is acceptable;
alternatively the Buyer can request that the third party order be cancelled.
Table 77 Data Elements for notifyThirdPartyOrderEffect
Data Element
Order ID
Additional Data
Re
q
M
M
Description
The ID of the third-party order
agreement

The Supplier uses this interaction to notify the Buyer of the status of an order for
which the Buyer previously sent requestThirdPartyOrderCancellation.
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.
Table 79 Data Elements for requestOrderAction
Data Element
Order ID
Action
Re
q
M
M
Action Request ID
Deadline
GB959, version 0.3
Description
The ID of the order
agreement
supplier
The deadline for action to be taken by the
Buyer
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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.
Table 80 Data Elements for requestOrderInformation
Data Element
Order ID
Information
Information Request
ID
Deadline
GB959, version 0.3
Re
q
M
M
M
M
Description
The ID of the order
agreement
supplier
The deadline for information to be provided
by the Buyer
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Pre-Order Management: Buyer Sends

requestAddressInformation, Supplier Sends
requestAddressInformationResponse
The Buyer uses this interaction to request information from the Supplier regarding
an address. 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. The
immediate response from the Supplier confirms or denies the match of the
address key or address, and if confirmed, 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).
Table 81 Data Elements for requestAddressInformation
Data Element
Address Information
Re
q
C
Description
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
agreement
agreement

requestCapacityInformation, Supplier Sends
requestCapacityInformationResponse
The Buyer uses this interaction to request information from the Supplier regarding
available capacity. The immediate response from the Supplier confirms or denies
the ability to provide the requested information, and if confirmed, also contains a
description of the available capacity.
Table 83 Data Elements for requestCapacityInformation
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Data Element
Capacity Description
Re
q
C
Description
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
agreement

requestCapacityReservation, Supplier Sends
requestCapacityReservationResponse
The Buyer uses this interaction to request a reservation from the Supplier from
available capacity. The immediate response from the Supplier confirms or denies
the ability to provide the reservation, and if confirmed, also contains a description
of the reserved capacity.
Table 85 Data Elements for requestCapacityReservation
Data Element
Capacity Description
Re
q
C
Description
agreement
Table 86 Data Elements for requestCapacityReservationResponse

Data Element
Result
Capacity Reservation
GB959, version 0.3
Re
q
M
C
Description
Confirms or denies ability to provide
requested reservation
agreement
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Pre-Order Management: Buyer Sends requestForecast

The Buyer uses this interaction to send the Supplier a forecast of upcoming order
activity. The Supplier eventually (but not necessarily immediately) responds with
notifyForecastResponse.
Table 87 Data Elements for requestForecast
Data Element
Forecast
Re
q
M
Description
agreement
Pre-Order Management: Buyer Sends requestQuote

The Buyer uses this interaction to request a quote for a prospective order.
Table 88 Data Elements for requestQuote
Data Element
Customer
Account
Location
Re
q
M
M
M
Product
Requested Date
M
O
Additional Data
Description
installed or used
The product ordered
completion
agreement

requestServiceQualification, 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. After
acknowledging the request with an immediate response, the supplier provides the
qualification in an asynchronous response.
Table 89 Data Elements for requestServiceQualification
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Data Element
Service
Re
q
C
Address Key
Address Information
Description
agreement
agreement
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

requestTemporaryAddressInformation, Supplier Sends
requestTemporaryAddressInformationResponse
The Buyer uses this interaction to request a temporary address and/or address
key, after being unable to obtain an existing address or address key using the
requestAddressInformation interaction. The immediate response from the
Supplier confirms or denies the availability of the requested address key and/or
address, and if confirmed, also contains the requested information.
Table 91 Data Elements for requestTemporaryAddressInformation
Data Element
Address Information
Re
q
C
Description
agreement
Table 92 Data Elements for

requestTemporaryAddressInformationResponse
Data Element
Result
GB959, version 0.3
Re
q
M
Description
Confirms or denies the match
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Data Element
Address Key
Address Information
Re
q
C
C
Description
agreement
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.
Table 93 Data Elements for notifyForecastResponse
Data Element
Forecast
Result
Re
q
M
M
Description
agreement
Accepts or rejects the forecast.
Pre-Order Management: Supplier Sends

notifyServiceQualification
The Supplier uses this interaction to notify the Buyer of the availability of service
at a specific address, specified in a previous requestServiceQualification
interaction.
Table 94 Data Elements for notifyServiceQualification
Data Element
Result
Re
q
M
Service
Address Key
Address Information
GB959, version 0.3
Description
Confirms or denies the availability of service
at the address
agreement
Dependent on result and previous buyersupplier agreement
Dependent on result and previous buyersupplier agreement
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Pricing Management: Buyer Sends requestPricingInformation

The Buyer uses this interaction to request pricing information.
Table 95 Data Elements for requestPricingInformation
Data Element
Customer
Account
Location
Re
q
M
M
M
Product
Requested Date
M
O
Additional Data
Description
installed or used
The product ordered
completion
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
GB959, version 0.3
Description
Confirms or denies the availability of pricing
information
installed or used
The product ordered
Dependent on result and buyer-supplier
agreement
completion
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Data Element
Additional Data
GB959, version 0.3
Re
q
O
Description
agreement
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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

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BS034: L2C Order Success path
BS035: Buyer Amends Order
BS036: Buyer Cancels Order
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BS037: Supplier Cancels Order
BS038: Supplier Rejects Order
BS039: Supplier informs Delay
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BS040: Supplier informs Jeopardy
BS041: Working Service Demonstrated
BS042: Supplier request buyer action
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BS043: Supplier request information from buyer
BS044: Supplier changes Timescales and/or Costs
BS045: Buyer requests specific task of supplier
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BS046: Buyer Cancels 3rd Party Cease
BS047: Buyer request service configuration
BS048: Manage Performance Data
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BS049: Buyer submits Order Forecast
BS050: Buyer Requests Quote
BS051: Buyer requests commissioning test
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BS052: Buyer Request MAC
BS053: Get Address key for location for order
BS054: Buyer requests order status
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BS055: Check and reserve network capacity
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NICC Detailed Scope

This section describes the NICC scope in detail.
NICC patterns (business scenarios) are the primary artifacts of interest because
they define B/C2B collaboration.
(NICC ND1627) defines 25 patterns, 60 touchpoints, and 67 user stories. (NICC
ND1627) does not directly link patterns to user stories, as shown in Figure 1.
Therefore only the user stories and touchpoints which are associated with
patterns are in scope for the Fulfillment QSP.
All 25 patterns are in scope. 46 touchpoints are related to at least one pattern
and are therefore in scope. 53 user stories are related to at least one touchpoint
and are therefore in scope. This detailed scope is described in Table 97.
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
TP017
TP018
TP024
TP027
TP028
TP029
TP042
TP043
TP044
TP046
TP046
TP047
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Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
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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 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
TP ID
TP048
TP049
TP050
TP051
TP051
TP053
TP054
TP055
TP056
Y
Y
Y
Y
Y
Y
Y
TP057
TP058
TP059
TP060
TP060
TP061
TP062
TP063
Y
Y
Y
Y
Y
Y
TP064
Y
Y
TP065
Y
Y
TP066
TP067
Y
Y
TP068
TP069
TP073
TP074
TP076
TP077
TP085
TP086
TP087
TP088
TP089
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Y
Y
Y
Y
y
y
Y
Y
Y
Y
Y
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13.
NBNCO/CA Processes and Detailed Scope
NBNCO/CA Processes
This section summarizes the processes in scope from the NBNCO/CA contribution.
Service Qualification Process
Order Management Process

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Acquirer-Initiated Appointment Scheduling
Provider-Initiated Appointment Scheduling
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Tariff/Pricing Information Request
Tariff/Pricing Information Notification
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NBNCO/CA Detailed Scope

This section describes the NBNCO/CA scope in detail.
NBNCO processes (business scenarios) are the primary artifacts of interest
because they define B/C2B collaboration. 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. NBNCO directly links processes to both transactions and
user stories. Therefore all of the user stories and transactions which are
associated with Fulfillment processes are in scope for Fulfillment QSP. The
detailed scope will be described in the next version of this document.
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14.
Bibliography
NBNCO/CA 2010 . (2010). NATIONAL BROADBAND NETWORK B2B INTERACTION

PROCESS REQUIREMENTS SPECIFICATION. Sydney: Communications Alliance Ltd.
NICC ND1627. (2008). ND1627 B2B LEAD-TO-CASH (L2C) INTERFACE STANDARD.
London: Network Interoperability Consultative Committee.
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15.
Index
Amend Order States......................................................................................33

business interaction
notifyAppointmentCancellationStatus......................................62, 78, 80, 83
notifyChange..................................................................................72, 79, 90
notifyDelay.....................................................................................71, 79, 90
notifyForecastResponse............................................................75, 79, 96, 98
notifyJeopardy................................................................................71, 79, 91
notifyMAC.......................................................................................68, 79, 91
notifyOrderFallout.....................................................................64, 65, 79, 92
notifyOrderInformation.........................................................................78, 84
notifyOrderStatus.....................56, 64, 65, 66, 67, 69, 70, 72, 73, 79, 87, 92
notifyPricingInformation.................................................................77, 79, 99
notifyServiceConfiguration.......................................................68, 79, 88, 92
notifyServiceDemonstrated............................................................71, 79, 93
notifyServiceQualification...............................................................76, 79, 98
notifyThirdPartyOrderEffect............................................................66, 79, 93
notifyThirdPartyOrderStatus...........................................................66, 79, 93
requestAction.................................................................................67, 78, 84
requestActionResponse..............................................................................84
requestAddressInformation......................................................75, 79, 95, 97
requestAddressInformationResponse.........................................................95
requestAppointmentAvailability..........................................60, 61, 62, 78, 80
requestAppointmentAvailabilityResponse............................................80, 81
requestAppointmentCancellation.......................................60, 62, 78, 81, 83
requestAppointmentCancellationResponse................................................81
requestAppointmentReservation........................................60, 61, 62, 78, 82
requestAppointmentReservationResponse.................................................82
requestCapacityInformation...........................................................75, 79, 95
requestCapacityInformationResponse........................................................95
requestCapacityReservation...........................................................76, 79, 96
requestCapacityReservationResponse........................................................96
requestChangeConfirmation.....................................................72, 78, 85, 90
requestChangeRejection...........................................................72, 78, 85, 90
requestForecast........................................................................75, 79, 96, 98
requestMAC....................................................................................68, 78, 85
requestOrder..........................................................56, 69, 70, 73, 79, 85, 86
requestOrderAction............................................................63, 74, 79, 93, 94
requestOrderAmendment.........................................................64, 72, 79, 86
requestOrderAmendmentResponse............................................................86
requestOrderCancellation...................................................65, 72, 79, 86, 87
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requestOrderCancellationResponse......................................................86, 87
requestOrderInformation..........................................................74, 79, 84, 94
requestOrderPerformanceData.......................................................67, 79, 87
requestOrderPerformanceDataResponse..............................................87, 88
requestOrderResponse.........................................................................85, 86
requestOrderStatus..................................................................67, 79, 87, 92
requestPricingInformation..............................................................77, 79, 99
requestQuote..................................................................................76, 79, 96
requestServiceConfiguration..........................................................68, 79, 88
requestServiceQualification......................................................76, 79, 97, 98
requestServiceQualificationResponse.........................................................97
requestTemporaryAddressInformation..................................................79, 97
requestTemporaryAddressInformationResponse.........................................97
requestTest.....................................................................................68, 79, 88
requestTestResponse............................................................................88, 89
requestThirdPartyOrderCancellation.........................................66, 79, 89, 93
requestTime....................................................................................79, 89, 90
requestTimeResponse..........................................................................89, 90
business scenario
Buyer Amends Order....................................................................59, 64, 101
Buyer Cancels Appointment.....................................................59, 60, 62, 63
Buyer Cancels Order.....................................................................59, 65, 101
Buyer Cancels Third Party Order.....................................................55, 59, 66
Buyer Notifies Order Forecast...............................................................59, 75
Buyer Requests Action..........................................................................59, 67
Buyer Requests Address Information....................................................59, 75
Buyer Requests Appointment.............................................59, 60, 61, 62, 63
Buyer Requests Capacity Information..................................................59, 75
Buyer Requests Capacity Reservation............................................59, 75, 76
Buyer Requests Order Performance Data.............................................59, 67
Buyer Requests Order Status................................................................59, 67
Buyer Requests Quote..................................................................59, 76, 106
Buyer Requests Service Configuration.................................................59, 68
Buyer Requests Service MAC................................................................59, 68
Buyer Requests Service Qualification...................................................59, 76
Buyer Requests Tariff or Price...............................................................59, 77
Buyer Requests Test.............................................................................59, 68
Buyer Submits Order........................................55, 58, 59, 64, 65, 66, 69, 70
Supplier Cancels Appointment.........................................59, 60, 62, 63, 100
Supplier Cancels Order.................................................................59, 70, 102
Supplier Notifies Delay.........................................................................59, 71
Supplier Notifies Jeopardy....................................................................59, 71
Supplier Notifies Service Demonstrated...............................................59, 71
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Supplier Notifies Tariff or Price..............................................................59, 77

Supplier Notifies Time or Cost Change.................................................59, 72
Supplier Rejects Order..................................................................59, 73, 102
Supplier Requests Action......................................................................59, 74
Supplier Requests Appointment...........................................................59, 63
Supplier Requests Information..............................................................59, 74
Cancel Order States.......................................................................................34
Customer Interface Management......................................................26, 39, 40
End-to-End Process Flows........................................................................19, 35
Externally Generated Requests...............................................................36, 37
Frameworx.....................................................................................................13
Internally Generated Requests......................................................................35
ITIL.............................................13, 16, 24, 25, 39, 42, 44, 47, 48, 49, 50, 116
Marketing Fulfillment Response...............................................................18, 40
NBNCO.......................................................13, 14, 15, 24, 31, 58, 78, 111, 114
NBNCO/CA Processes...................................................................................111
NICC...........................................................13, 14, 15, 24, 31, 58, 78, 100, 109
NICC Patterns...............................................................................................100
Order Handling..........................................................18, 26, 29, 36, 43, 44, 45
Order States...................................................................................................31
Order to Payment end-to-end flow.....................................................20, 24, 26
Order Types....................................................................................................31
Primary Order States.....................................................................................32
Production Order to Acceptance end-to-end flow....................................23, 24
Request to Answer end-to-end flow...................................................19, 24, 26
Request to Change end-to-end flow..................................................21, 24, 26
Resource Provisioning......................................................18, 27, 30, 49, 50, 51
Retention & Loyalty.....................................................................26, 29, 45, 46
Selling..................................................................18, 26, 29, 36, 40, 41, 42, 43
Service Configuration & Activation..............................................18, 47, 48, 50
Supplier/Partner Interface Management............................................18, 54, 55
Supplier/Partner Requisition Management.........................................18, 53, 54
Termination to Confirmation end-to-end process...............................22, 24, 26
Workforce Management.........................................................27, 30, 51, 52, 53
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16.
Administrative Appendix
This Appendix provides additional background material about the TM Forum and
this document.
Document History
This section records changes to versions of the document as well as the release
history.
Version History
Versio Date
n
Modified
Numbe
r
0.1
27-APR -2012
0.2
30-APR-2012
0.3
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.y
Company Contact Details

Company
GB959, version 0.3
Team Member Representative

TM Forum 2012
Page 145 of 146
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.
GB959, version 0.3
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GB959 Quick Start Pack Fulfillment v0 3

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TM Forum

Portfolio and Product Management

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

Non-members of the TM Forum are not permitted to make copies (paper or

If this material forms part of a supply of information in support of an Industry

GB959, version 0.3

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

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

Service Configuration & Activation.............................................................47

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

Appointment Management: Buyer Sends notifyAppointmentCancellationStatus

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

Order Management: Supplier Sends requestOrderAction...........................93

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

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

Example Business Scenario Page................................................58

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Table 1 - Use of Fulfillment Level 3 Process Elements in Scenarios and Perspectives

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

GB959, version 0.3

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

Data Elements for requestCapacityInformationResponse.............95

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

1.Introduction to Quick Start Packs

reduction in fraud and customer retention.

GB959, version 0.3

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

2.Introduction to Quick Start Pack: Fulfillment

GB959, version 0.3

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

3.Scope of this Quick Start Pack

NICC and NBNCO/CA Models and Derived Artifacts

Figure 1 - NICC and NBNCO/CA Models and Derived Artifacts

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

User stories describe business scenarios or business interactions in terms of a

GB959, version 0.3

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

NICC and NBNCO/CA High Level Scope

(NICC ND1627, p. 10)

(NBNCO/CA 2010 , p. 11)

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

ITIL High Level Scope

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

eTOM High Level Scope

Figure 3 Level 1 eTOM scope of this Quick Start Pack (enclosed)

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

eTOM Level 2 Scope

Selling, Marketing Fulfillment Response, and Order Handling within

Figure 4 Level 2 eTOM scope in Operations of this Quick Start Pack

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

4.Scope in Terms of GB921-E End-to-End Process

eTOM Level 3 Scope: Request to Answer

Figure 5 Level 3 process elements in Request to Answer (shaded)

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