Company: Vodafone Ziggo
Product Name: E2E processes Lead-to-Order & Order-to-Use Phase 1
Conformance Type: Implementation Conformance
eTOM & SID Version: 21.0
Assessment Completion Date: March 2022
Detailed Certification Report: Vodafone Ziggo: E2E processes Lead-to-Order & Order-to-Use Phase 1 eTOM v21.0 Conformance Certification Report

General Overview

This document provides details of Vodafone Ziggo self-assessment and TM Forum’s Conformance Assessment of Phase 1 of the VodafoneZiggo End-to-End processes Lead-to-Order and Order-to-Use – eTOM Certification against the following ODA-eTOM 21.0 components:

• Business Process Framework (eTOM) version 21.0

The assessment included a review of the methodology approach to process modeling against TM Forum’s Business Process Framework (eTOM) Release 21.0 according to the specific processes submitted in scope for the assessment.

Implementation Functionality/Capability Overview

Transformation in VodafoneZiggo

The world around us is changing drastically with the digital revolution. New technologies and huge amounts of data are changing products, processes, and business models. VodafoneZiggo is therefore in the middle of a transition to shape these developments and has defined four pillars on which to shape this transition.

In today’s even faster moving business and consumer needs, the future of business processes is determined by mobility, speed, flexibility, integration of information (data-driven) and independence of systems. From a telecom business perspective, new services must bring to the market faster and faster in a cost-effective manner and digital way, controlled by optimal customer processes. Business processes will therefore have to be highly automated based on international standards and have a modular design. It needs to evolve from process improvement to value chain optimisation to maximise customer NPS and operational excellence.

Business (Process) architecture is leading the conceptualisation of the entire organisation as a system of interacting processes. Executive changing from worrying about a specific process to all processes in the organisation urged for an enterprise model that shows how all the business processes fit together.

This transition impacts our Business Process way of working. This means that there is a transition from static to dynamic architecture. Looking at the 4 pillars of the VZ transition this has the following strategy for business processes:

• Data Driven: processes are information, from input to output the information in a process is changing, managing the processes through KPI setting and measuring, using Lean6Sigma to further optimise the performance
• Customer Centric: E2E processes linked to Customer Journeys, Thinking from customer perspective, Processes based on simplicity, both customer centric as business efficiency so re-useability, process agnostic
• Digital First: changing from focus on assisted to un-assisted first, E2E processes drive from manual to online, from un-assisted first and only assisted by exception, Automation is key in processes, Challenging business to make Happy process flows and avoid exception flows
• Agile Way of Working: impact analysis on functional EPICS, design on solution EPICS, delivery on release train, E2E processes drive for improvements, E2E processes are known and documentation about current processes, as a start, is available, E2E processes ability to work out variances, uniform way-of-working based on L6S

Basic Principles for Business Process Architecture:

1. Aiming for simplicity resulting in readily understood processes with less (manual) activities, less waste and maximum of automation.
2. Build End-to-End processes on reusable (modular) process blocks from a process library (TM Forum eTOM) and that adherence to these frameworks providing a common language.
3. Leading the change means accepting fewer deviations of the process standards already in the handbook and used to indicate, manage, and secure without rewriting the processes with every project.

Business Process Framework (eTOM) Level 2 Process Scope

The following diagram represents the Business Process Framework processes that were presented in scope for conformance certification.

Detailed Certification Report: Vodafone Ziggo: E2E processes Lead-to-Order & Order-to-Use Phase 1 eTOM v21.0 Conformance Certification Report

For any additional information on this TM Forum Conformance Certification Report, please contact TM Forum at: [email protected]

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Disclaimer: TM Forum has conducted no independent testing of the solution for conformance with its frameworks or standards. Such testing has solely been conducted by the supplier or seller of the product and has been self-assessed by the supplier or seller for adherence to the TM Forum framework or standard in question. Accordingly, under no circumstances will TM Forum be liable for any direct or indirect damages or any costs or losses resulting from the use or reliance by any party of or upon such certification.