Asteros Business Contact.Telecom – Business Process

Conformance Certification: Asteros Business Contact.Telecom
Company: Asteros Labs
Product Title: Asteros Business Contact.Telecom
Product Version: N/A
Frameworx Version: Version 12.0
Business Process Framework Version: Version 12.0
Assessment Completion Date: May 2013
Detailed Certification Report: Detailed Certification Report

Business Process Framework Assessment Summary

TM Forum has reviewed and approved the self-certification of the product listed here against Business Process Framework (eTOM) version 12 processes elements. Each process element was measured using the Business Process Framework (eTOM) conformance scale.

Scope of Assessment – Business Process Framework Footprint

The following figures represent the Business Process Framework Level 2 processes that were presented in scope for the assessment, and the textual callouts represent the modules of Asteros Labs’ Business Contact.Telecom that were assessed and support the corresponding eTOM processes.

Business Process Framework 12 – Operations Level 2 processes in scope for Asteros Business Contact.Telecom Assessment

The following graph represents the Business Process Framework Level 2 processes that were submitted for the Assessment and the coverage of the Level 2 processes in terms of number of Level 3 processes submitted in scope.

Level 2 processes submitted for Frameworx Conformance Assessment showing coverage for the contained Level 3 processes

Product Conformance Summary – Business Process Framework

The following charts gives an overview of the conformance scores granted to the Business Process Framework Level 3 processes presented in scope for Asteros Labs’ Business Contact.Telecom, Business Process Framework Assessment.

Business Process Framework – Conformance Result Summary [1/2]

Business Process Framework – Conformance Result Summary [2/2]

Product Conformance Detailed – Business Process Framework

Asteros Business Contact.Telecom Business Process Framework – Detailed Conformance Results
Level 3 Process	L3 Process Score [L2 Coverage]	Comments
Level 2: 1.1.1.2 – Customer Interface Management	[3/4]
1.1.1.2.1 – Manage Contact	5	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.1.1.2.2 – Manage Request (Including Self Service)	5	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.1.1.2.3 – Analyze & Report on Customer	5	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.1.1.2.4 – Mediate & Orchestrate Customer Interactions	0	This process was not submitted for assessment.
Level 2: 1.1.1.3 – Marketing Fulfillment Response	[2/2]
1.1.1.3.1 – Issue & Distribute Marketing Collaterals	5	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.1.1.3.2 – Track Leads	5	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
Level 2: 1.1.1.4 – Selling	[7/7]
1.1.1.4.1 – Manage Prospect	5	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.1.1.4.2 – Qualify Opportunity	4	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. See Mapping Table for more details.
1.1.1.4.3 – Negotiate Sales/Contract	5	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.1.1.4.4 – Acquire Customer Data	5	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.1.1.4.5 – Cross/Up Selling	5	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.1.1.4.6 – Develop Sales Proposal	4.8	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. See Mapping Table for more details.
1.1.1.4.7 – Manage Sales Accounts	5	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
Level 2: 1.1.1.5 – Order Handling	[5/7]
1.1.1.5.1 – Determine Customer Order Feasibility	4	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. See Mapping Table for more details.
1.1.1.5.2 – Authorize Credit	5	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.1.1.5.4 – Track & Manage Customer Order Handling	0	This process was not submitted for assessment.
1.1.1.5.5 – Complete Customer Order	0	This process was not submitted for assessment.
1.1.1.5.6 – Issue Customer Orders	4.5	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. See Mapping Table for more details.
1.1.1.5.7 – Report Customer Order Handling	5	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.1.1.5.8 – Close Customer Order	5	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
Level 2: 1.1.1.6 – Problem Handling	[4/6]
1.1.1.6.1 – Isolate Customer Problem	3.8	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. See Mapping Table for more details.
1.1.1.6.2 – Report Customer Problem	4.2	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. See Mapping Table for more details.
1.1.1.6.3 – Track & Manage Customer Problem	0	This process was not submitted for assessment.
1.1.1.6.4 – Close Customer Problem Report	5	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.1.1.6.5 – Create Customer Problem Report	4	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. See Mapping Table for more details.
1.1.1.6.6 – Correct & Recover Customer Problem	0	This process was not submitted for assessment.
Level 2: 1.1.1.9 – Retention & Loyalty	[3/5]
1.1.1.9.1 – Establish & Terminate Customer Relationship	4.5	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. See Mapping Table for more details.
1.1.1.9.2 – Build Customer Insight	5	Fully Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM).
1.1.1.9.3 – Analyze & Manage Customer Risk	0	This process was not submitted for assessment.
1.1.1.9.4 – Personalize Customer Profile for Retention & Loyalty	0	This process was not submitted for assessment.
1.1.1.9.5 – Validate Customer Satisfaction	4.3	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. See Mapping Table for more details.
Level 2: 1.1.1.11 – Bill Payments & Receivables Management	[3/3]
1.1.1.11.1 – Manage Customer Billing	4	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. See Mapping Table for more details.
1.1.1.11.2 – Manage Customer Payments	3.6	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. See Mapping Table for more details.
1.1.1.11.3 – Manage Customer Debt Collection	3.4	Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process fulfilled alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. See Mapping Table for more details.

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