eTOM模型超清晰大视图

BUSINESSPROCESSFRAMEWORK(eTOM)RELEASE9BUSINESSCONTINUITYMANAGEMENTSECURITYMANAGEMENTINSURANCEMANAGEMENTREVENUEASSURANCEMANAGEMENT•ManageRevenueAssurancePolicyFramework•ManageRevenueAssuranceOperations•SupportRevenueAssuranceOperationsAUDITMANAGEMENTSTAKEHOLDER&EXTERNALRELATIONSMANAGEMENTFortheBusinessProcessFramework(eTOM)processesdefinitionspleaserefertoTMForumdocumentGB921Dv9.ThecompleteeTOMdocumentationisavailableat|eTOM9Posterdesign©Amdocs.eTOMcontent©TMForum2011ENTERPRISEMANAGEMENTKNOWLEDGE&RESEARCHMANAGEMENTSTRATEGIC&ENTERPRISEPLANNINGENTERPRISEEFFECTIVENESSMANAGEMENTENTERPRISERISKMANAGEMENTKNOWLEDGEMANAGEMENTTECHNOLOGYSCANNINGRESEARCHMANAGEMENTSTRATEGICBUSINESSPLANNINGENTERPRISEARCHITECTUREMANAGEMENTBUSINESSDEVELOPMENTGROUPENTERPRISEMANAGEMENTHUMANRESOURCESMANAGEMENTFINANCIAL&ASSETMANAGEMENTFINANCIALMANAGEMENTPROCUREMENTMANAGEMENTASSETMANAGEMENTHRPOLICIES&PRACTICESWORKFORCESTRATEGYORGANIZATIONDEVELOPMENTWORKFORCEDEVELOPMENTEMPLOYEE&LABORRELATIONSMANAGEMENTCORPORATECOMMUNICATIONS&IMAGEMANAGEMENTREGULATORYMANAGEMENTLEGALMANAGEMENTSHAREHOLDERRELATIONSMANAGEMENTBOARD&SHARES/SECURITIESMANAGEMENTCOMMUNITYRELATIONSMANAGEMENTAMDOCSCUSTOMEREXPERIENCESYSTEMSINNOVATIONITILRELEASE&DEPLOYMENTMANAGEMENTITILCHANGEMANAGEMENTFRAUDMANAGEMENTPROCESSMANAGEMENTANDSUPPORTENTERPRISEPERFORMANCEASSESSMENTITILEVENTMANAGEMENTITILCAPACITYMANAGEMENTITILSERVICEASSETANDCONFIGURATIONMANAGEMENTENTERPRISEQUALITYMANAGEMENTFACILITIESMANAGEMENT&SUPPORTITILSERVICELEVELMANAGEMENTITILREQUESTFULFILLMENTITILCONTINUALSERVICEIMPROVEMENTPROGRAM&PROJECTMANAGEMENTITILSERVICECATALOGMANAGEMENTITILINCIDENTMANAGEMENTITILAVAILABILITYMANAGEMENTITILITSERVICECONTINUITYMANAGEMENTITILPROBLEMMANAGEMENTITILINFOSECURITYMANAGEMENTOPERATIONSSTRATEGY,INFRASTRUCTURE&PRODUCTMARKETING&OFFERMANAGEMENTRESOURCEDEVELOPMENT&MANAGEMENT(APPLICATION,COMPUTING&NETWORK)SUPPLYCHAINDEVELOPMENT&MANAGEMENTSERVICEDEVELOPMENT&MANAGEMENTCUSTOMERRELATIONSHIPMANAGEMENTSERVICEMANAGEMENT&OPERATIONSSUPPLIER/PARTNERRELATIONSHIPMANAGEMENTRESOURCEMANAGEMENT&OPERATIONS(Application,ComputingandNetwork)SSENIDAER&TROPPUSSNOITAREPOTNEMEGANAMELCYCEFILTCUDORPTNEMEGANAMELCYCEFILERUTCURTSARFNITIMMOC&YGETARTSASSURANCEFULFILLMENTBILLING&REVENUEMANAGEMENTMARKETSTRATEGY&POLICY•Gather&AnalyzeMarketInformation•EstablishMarketStrategy•EstablishMarketSegments•LinkMarketSegments&Products•GainCommitmenttoMarketingStrategyPRODUCT&OFFERPORTFOLIOPLANNING•Gather&AnalyzeProductInformation•EstablishProductPortfolioStrategy•ProduceProductPortfolioBusinessPlans•GainCommitmenttoProductBusinessPlansPRODUCT&OFFERCAPABILITYDELIVERY•DefineProductCapabilityRequirements•CaptureProductCapabilityShortfalls•ApproveProductBusinessCase•DeliverProductCapability•ManageHandovertoProductOperations•ManageProductCapabilityDeliveryMethodologyMARKETINGCAPABILITYDELIVERY•DefineMarketingCapabilityRequirements•GainMarketingCapabilityApproval•DeliverMarketingInfrastructure•ManageHandovertoMarketingOperations•ManageMarketingCapabilityDeliveryMethodologySERVICESTRATEGY&PLANNING•Gather&AnalyzeServiceInformation•ManageServiceResearch•EstablishServiceStrategy&Goals•DefineServiceSupportStrategies•ProduceServiceBusinessPlans•DevelopServicePartnershipRequirements•GainEnterpriseCommitmenttoServiceStrategiesSERVICECAPABILITYDELIVERY•Map&AnalyzeServiceRequirements•CaptureServiceCapabilityShortfalls•GainServiceCapabilityInvestmentApproval•DesignServiceCapabilities•EnableServiceSupport&Operations•ManageServiceCapabilityDelivery•ManageHandovertoServiceOperationsRESOURCESTRATEGY&PLANNING•Gather&AnalyzeResourceInformation•ManageResourceResearch•EstablishResourceStrategy&Architecture•DefineResourceSupportStrategies•ProduceResourceBusinessPlans•DevelopResourcePartnershipRequirements•GainEnterpriseCommitmenttoResourcePlansRESOURCECAPABILITYDELIVERY•Map&AnalyzeResourceRequirements•CaptureResourceCapabilityShortfalls•GainResourceCapabilityInvestmentApproval•DesignResourceCapabilities•EnableResourceSupport&Operations•ManageResourceCapabilityDelivery•ManageHandovertoResourceOperationsSUPPLYCHAINSTRATEGY&PLANNING•Gather&AnalyzeSupplyChainInformation•EstablishSupplyChainStrategy&Goals•DefineSupplyChainSupportStrategies•ProduceSupplyChainBusinessPlans•GainEnterpriseCommitmenttoSupplyChainPlansSUPPLYCHAINCAPABILITYDELIVERY•DeterminetheSourcingRequirements•DeterminePotentialSuppliers/Partners•ManagetheTenderProcess•GainTenderDecisionApproval•NegotiateCommercialArrangements•GainApprovalforCommercialArrangementsCRMSUPPORT&READINESS•SupportCustomerInterfaceManagement•SupportOrderHandling•SupportProblemHandling•SupportBillInvoiceManagement•SupportBillPayments&ReceivablesManagement•SupportRetention&Loyalty•SupportMarketingFulfillment•SupportSelling•SupportBillInquiryHandling•ManageCampaign•ManageCustomerInventory•ManageProductOfferingInventory•ManageSalesInventory•SupportCustomerQoS/SLARM&OSUPPORT&READINESS•EnableResourceProvisioning•EnableResourcePerformanceManagement•SupportResourceTroubleManagement•Ena