Company: Comverse.
Product Title: Comverse ONE® Billing & Active Customer Management
Product Version: Version 3.5
Frameworx Version: Version 12
Business Process Framework Version: Version 12
Assessment Completion Date: March 2013
Detailed Certification Report: Comverse ONE 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 figure represents the Business Process Framework Level 2 processes that were presented in scope for the assessment. For details of the high-level and detailed mappings to the Comverse ONE product please refer to the Conformance Certification Report.
Business Process Framework 12 – Level 2 processes in scope for Comverse ONE V3.5 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 chart gives an overview of the conformance scores granted to the Business Process Framework Level 3 processes presented in scope for the Comverse ONE product Business Process Framework Assessment.
Business Process Framework – Conformance Result Summary – CRM [1/2]
Business Process Framework – Conformance Result Summary – CRM [2/2] & SM&O
Product Conformance Detailed – Business Process Framework
Comverse ONE Billing & Active Customer Management V3.5Frameworx 12.0 Product Assessment – Business Process Framework Conformance Results |
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Business Process Framework Process |
Conformance Score [Coverage] |
Comment |
| Level 1: 1.1.1 – Customer Relationship Management | N/A | Conformance Score not awarded for Level 1 processes. |
| Level 2: 1.1.1.1 – CRM – Support & Readiness | [4/14] | Conformance Score not awarded for Level 2 processes. Only scope coverage indicated. |
| 1.1.1.1.1 – Support Customer Interface Management | 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). |
| 1.1.1.1.2 – Support Order Handling | 0 | This process was not submitted for assessment. |
| 1.1.1.1.3 – Support Problem Handling | 0 | This process was not submitted for assessment. |
| 1.1.1.1.5 – Support Retention & Loyalty | 0 | This process was not submitted for assessment. |
| 1.1.1.1.6 – Support Marketing Fulfillment | 0 | This process was not submitted for assessment. |
| 1.1.1.1.7 – Support Selling | 0 | This process was not submitted for assessment. |
| 1.1.1.1.8 – Support Customer QoS/SLA | 0 | This process was not submitted for assessment. |
| 1.1.1.1.9 – Manage Campaign | 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). |
| 1.1.1.1.10 – Manage Customer Inventory | 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). |
| 1.1.1.1.11 – Manage Product Offering Inventory | 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). |
| 1.1.1.1.12 – Manage Sales Inventory | 0 | This process was not submitted for assessment. |
| 1.1.1.1.13 – Support Bill Invoice Management | 0 | This process was not submitted for assessment. |
| 1.1.1.1.14 – Support Bill Payments & Receivables Management | 0 | This process was not submitted for assessment. |
| 1.1.1.1.15 – Support Bill Inquiry Handling |
0 |
This process was not submitted for assessment. |
| Level 2: 1.1.1.2 – Customer Interface Management |
[2/4] | Conformance Score not awarded for Level 2 processes. Only scope coverage indicated. |
| 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 | 0 | This process was not submitted for assessment. |
| 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 |
[1/2] | Conformance Score not awarded for Level 2 processes. Only scope coverage indicated. |
| 1.1.1.3.1 – Issue & Distribute Marketing Collaterals | 0 | This process was not submitted for assessment. |
| 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 | [4/7] | Conformance Score not awarded for Level 2 processes. Only scope coverage indicated. |
| 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 | 0 | This process was not submitted for assessment. |
| 1.1.1.4.3 – Negotiate Sales/Contract | 0 | This process was not submitted for assessment. |
| 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 |
4.3 | Partially Conformant Supporting evidence and documentation submitted for the assessment of this level 3 process supported alignment criteria with the standard Business Process Framework (eTOM) but with some deviations. |
| 1.1.1.4.7 – Manage Sales Accounts | 0 | This process was not submitted for assessment |
| Level 2: 1.1.1.5 – Order Handling | [4/7] | Conformance Score not awarded for Level 2 processes. Only scope coverage indicated. |
| 1.1.1.5.1 – Determine Customer Order Feasibility | 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). |
| 1.1.1.5.2 – Authorize Credit | 0 | This process was not submitted for assessment |
| 1.1.1.5.4 – Track & Manage 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). |
| 1.1.1.5.5 – Complete 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). |
| 1.1.1.5.6 – Issue Customer Orders | 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). |
| 1.1.1.5.7 – Report Customer Order Handling | 0 | This process was not submitted for assessment. |
| 1.1.1.5.8 – Close Customer Order | 0 | This process was not submitted for assessment. |
| Level 2: 1.1.1.6 – Problem Handling | [4/6] | Conformance Score not awarded for Level 2 processes. Only scope coverage indicated. |
| 1.1.1.6.1 – Isolate Customer Problem | 0 | This process was not submitted for assessment. |
| 1.1.1.6.2 – Report Customer Problem | 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). |
| 1.1.1.6.3 – Track & Manage Customer Problem |
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). |
| 1.1.1.6.4 – 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 | 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). |
| 1.1.1.6.6 – Correct & Recover Customer Problem | 0 | This process was not submitted for assessment. |
| Level 2: 1.1.1.10 – Bill Invoice Management | [3/3] | Conformance Score not awarded for Level 2 processes. Only scope coverage indicated. |
| 1.1.1.10.1 – Apply Pricing, Discounting, Adjustments & Rebates | 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). |
| 1.1.1.10.2 – Create Customer Bill Invoice | 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). |
| 1.1.1.10.3 – Produce & Distribute Bill | 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: 1.1.1.11 – Bill Payments & Receivables Management | [2/3] | Conformance Score not awarded for Level 2 processes. Only scope coverage indicated. |
| 1.1.1.11.1 – Manage Customer Billing | 0 |
This process was not submitted for assessment. |
| 1.1.1.11.2 – Manage Customer Payments | 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). |
| 1.1.1.11.3 – Manage Customer Debt Collection | 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: 1.1.1.12 – Bill Inquiry Handling | [1/6] | Conformance Score not awarded for Level 2 processes. Only scope coverage indicated. |
| 1.1.1.12.1 – Create Customer Bill Inquiry Report | 0 | This process was not submitted for assessment. |
| 1.1.1.12.2 – Assess Customer Bill Inquiry Report | 0 | This process was not submitted for assessment. |
| 1.1.1.12.3 – Authorize Customer Bill Invoice Adjustment | 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). |
| 1.1.1.12.4 – Track & Manage Customer Bill Inquiry Resolution | 0 | This process was not submitted for assessment. |
| 1.1.1.12.5 – Report Customer Bill Inquiry | 0 | This process was not submitted for assessment. |
| 1.1.1.12.6 – Close Customer Bill Inquiry Report | 0 | This process was not submitted for assessment. |
| Level 2: 1.1.1.13 – Charging | [2/5] | Conformance Score not awarded for Level 2 processes. Only scope coverage indicated. |
| 1.1.1.13.1 – Perform Rating | 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). |
| 1.1.1.13.2 – Apply Rate Level Discounts | 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). |
| 1.1.1.13.3 – Aggregate Items For Charging | 0 | This process was not submitted for assessment. |
| 1.1.1.13.4 – Manage Customer Charging Hierarchy | 0 | This process was not submitted for assessment. |
| 1.1.1.13.5 – Provide Advice of Charge/Rate | 0 | This process was not submitted for assessment. |
| Level 2: 1.1.1.14 – Manage Billing Events | [1/4] | Conformance Score not awarded for Level 2 processes. Only scope coverage indicated. |
| 1.1.1.14.1 – Enrich Billing Events | 0 | This process was not submitted for assessment. |
| 1.1.1.14.2 – Guide Billing Events | 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). |
| 1.1.1.14.3 – Mediate Billing Events | 0 | This process was not submitted for assessment. |
| 1.1.1.14.4 – Report Billing Event Records | 0 | This process was not submitted for assessment. |
| Level 1: 1.1.2 – Service Management & Operations | N/A | Conformance Score not awarded for Level 1 processes. |
| Level 2: 1.1.2.1 – SM&O Support & Readiness | [1/5] | Conformance Score not awarded for Level 2 processes. Only scope coverage indicated. |
| 1.1.2.1.1 – Manage Service Inventory | 0 | This process was not submitted for assessment. |
| 1.1.2.1.2 – Enable Service Configuration & Activation | 0 | This process was not submitted for assessment. |
| 1.1.2.1.3 – Support Service Problem Management | 0 | This process was not submitted for assessment. |
| 1.1.2.1.4 – Enable Service Quality Management | 0 | This process was not submitted for assessment. |
| 1.1.2.1.5 – Support Service & Specific Instance Rating | 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: 1.1.2.5 – Service Guiding & Mediation | [1/3] | Conformance Score not awarded for Level 2 processes. Only scope coverage indicated. |
| 1.1.2.5.1 – Mediate Service Usage Records | 0 | This process was not submitted for assessment. |
| 1.1.2.5.3 – Report Service Usage Records | 0 | This process was not submitted for assessment. |
| 1.1.2.5.4 – Guide Resource Usage Records | 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). |
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