NSN Service Management & MS Operations Lifecycle Framework (SMC and NOC) V2.0 – Business Framework

Implementation Title: Service Management & MS Operations Lifecycle Framework (SMC and NOC)
Implementation Version: Version 2.0
Framework Version: Version 12.0
Business Process Framework Version: Version 12.0
Information Framework Version: Not applicable
Assessment Completion Date: February 2014
Detailed Certification Report: NSN SMCNOC Frameworx12 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.

Business Process Framework 12 – Operations Level 2 processes in scope for NSN Service Management & MS Operations Lifecycle Framework (SMC and NOC) 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

Scope of Assessment – Business Process Framework Footprint

The following charts gives an overview of the conformance scores granted to the Business Process Framework Level 3 processes presented in scope for ZTE Corporation ZSmart, Business Process Framework Assessment.

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

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

The following table provides a more detailed breakdown of the scores awarded with some additional commentary.

NSN Service Management & MS Operations Lifecycle Framework Business Process Framework (eTOM) Release 12.0 Conformance
L1 / L2 / L3 Process	L3 Process Score [L2 Coverage]	Comments
Level 1: 1.1.2 – Service Management & Operations
Level 2: 1.1.2.3 – Service Problem Management	[7/7]
1.1.2.3.1 – Create Service Trouble Report	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.
1.1.2.3.2 – Diagnose Service Problem	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.
1.1.2.3.3 – Correct & Resolve Service Problem	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.
1.1.2.3.4 – Track & Manage Service 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).
1.1.2.3.5 – Report Service Problem	3.5	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.
1.1.2.3.6 – Close Service Trouble 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).
1.1.2.3.7 – Survey & Analyze Service 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).
Level 2: 1.1.2.4 – Service Quality Management	[7/7]
1.1.2.4.1 – Monitor Service Quality	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.
1.1.2.4.2 – Analyze Service Quality	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).
1.1.2.4.3 – Improve Service Quality	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.
1.1.2.4.4 – Report Service Quality Performance	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.
1.1.2.4.5 – Create Service Performance Degradation Report	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.
1.1.2.4.6 – Track & Manage Service Quality Performance Resolution	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).
1.1.2.4.7 – Close Service Performance Degradation 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).
Level 2: 1.1.3.1 – RM&O Support & Readiness	[6/6]
1.1.3.1.1 – Enable Resource Provisioning	0	Not assessed
1.1.3.1.2 – Enable Resource Performance Management	0	Not assessed
1.1.3.1.3 – Support Resource Trouble Management	0	Not assessed
1.1.3.1.4 – Enable Resource Data Collection & Distribution	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.
1.1.3.1.5 – Manage Resource Inventory	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.
1.1.3.1.7 – Manage Logistics	4.6	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.
Level 2: 1.1.3.2 – Resource Provisioning	[8/8]
1.1.3.2.1 – Allocate & Install Resource	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.
1.1.3.2.2 – Configure & Activate Resource	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).
1.1.3.2.3 – Test Resource	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).
1.1.3.2.5 – Track & Manage Resource Provisioning	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.
1.1.3.2.6 – Report Resource Provisioning	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).
1.1.3.2.7 – Close Resource 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).
1.1.3.2.8 – Issue Resource 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).
1.1.3.2.9 – Recover Resource	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.
Level 2:1.1.3.3 – Resource Trouble Management	[7/7]
1.1.3.3.1 – Survey & Analyze Resource Trouble	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.
1.1.3.3.2 – Localize Resource Trouble	4.1	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.
1.1.3.3.3 – Correct & Resolve Resource Trouble	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.
1.1.3.3.4 – Track & Manage Resource Trouble	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.
1.1.3.3.5 – Report Resource Trouble	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.
1.1.3.3.6 – Close Resource Trouble 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.
1.1.3.3.7 – Create Resource Trouble 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.
Level 2: 1.1.3.4 – Resource Performance Management	5
1.1.3.4.1 – Monitor Resource Performance	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.
1.1.3.4.2 – Analyze Resource Performance	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.
1.1.3.4.3 – Control Resource Performance	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).
1.1.3.4.4 – Report Resource Performance	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.
1.1.3.4.5 – Create Resource Performance Degradation Report	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.
1.1.3.4.6 – Track & Manage Resource Performance Resolution	4.9	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.
1.1.3.4.7 – Close Resource Performance Degradation 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).
Level 2: 1.1.3.5 – Resource Data Collection & Distribution	[6/6]
1.1.3.4.1 – Monitor Resource Performance	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.
1.1.3.4.2 – Analyze Resource Performance	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.
1.1.3.4.3 – Control Resource Performance	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).
1.1.3.4.4 – Report Resource Performance	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.
1.1.3.4.5 – Create Resource Performance Degradation Report	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.
1.1.3.4.6 – Track & Manage Resource Performance Resolution	4.9	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.
1.1.3.4.7 – Close Resource Performance Degradation 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).
Level 2: 1.1.3.5 – Resource Data Collection & Distribution	[4/4]
1.1.3.5.1 – Collect Management Information & Data	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.
1.1.3.5.2 – Process Management Information & 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).
1.1.3.5.3 – Distribute Management Information & 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).
1.1.3.5.4 – Audit Data Collection & Distribution	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: 1.1.1.14 – Manage Billing Events	[4/4]
1.1.1.14.1 – Enrich 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).
1.1.1.14.2 – 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	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).
1.1.1.14.4 – Report Billing Event 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).
Level 2: 1.2.3.2 – Resource Capability Delivery	[7/7]
1.2.3.2.1 – Map & Analyze Resource Requirements	3.5	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.
1.2.3.2.2 – Capture Resource Capability Shortfalls	0	Not Assessed
1.2.3.2.3 – Gain Resource Capability Investment Approval	0	Not Assessed
1.2.3.2.4 – Design Resource Capabilities	0	Not Assessed
1.2.3.2.5 – Enable Resource Support & Operations	0	Not Assessed
1.2.3.2.6 – Manage Resource Capability Delivery	4.6	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.
1.2.3.2.7 – Manage Handover to Resource Operations	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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