service level agreementagirs/course-3-sla-management.pdf · 2005-06-08 · sla motivations 1....
TRANSCRIPT
Service Level Agreement
Hanane EzZahra Oumina
Tél: +33 6 32 09 89 75 ; +212 66 44 31 65
Outline
• SLA Motivations• Telecommunications Services• Performance Perspectives• SLA Management• Execution of SLA and SLA violation• Application of NGOSS
Service Level Agreement
SLA Motivations
1. Distinguish the quality of service between SP in competitions
2. Encourage customer to use new technologies and services
3. Develop the Customer Relationship Management
What is SLA?• Is an integral part of the service contract• Specify the quality of service offered by SP
SLA Motivations
Customer
Supplier
Other Providers/Operators
Service provider
Contract« Service Quality »
Outline
• SLA Motivations• Telecommunications Services
– Service Access Point– Multiple and single SAP services
• Performance Perspectives• SLA Management• Execution of SLA and SLA violation• Application of NGOSS
Service Level Agreement
Service Access Points
SP2
SP1
Service userCustomer Domain
Provider Domain
ServiceSE SE SE
SE
Service
SE SE SE SE
SAP Group
SAP Group
Service user
Service Access Points
• A service is ‘delivered’ to a customer at an SAP.
• SAPs are conceptual points at witch a service isprovided by an SP entity to a ‘service user’.
• Each is associated with at least one SAP and SAP may
only be associated with one service
SAP Example
Network Access Switch
Backbone Switch
Network Access Switch
PDH/SDHTransport Network
PDH SDH Access
Line
ATM NNI
CUSTOMER PremisesEquipment
VoiceDataVideoSoundProgramms
PBXMuxRouterLAN
EthernetToken RingFDDIFrame relay
Cutomer Access Switch
Outline
• SLA Motivations• Telecommunications Services
– Service Access Point– Multiple and single SAP services
• Performance Perspectives• SLA Management• Execution of SLA and SLA violation• Application of NGOSS
Service Level Agreement
Multiple and single SAP services
• A multiple SAP service is a service that is delivered through two or more SAPs.
e.g. : LAN interconnection using Frame Relay• A service is an SAP single one when the interaction
with the Sp domain is done in one logical point . e.g. : accessing and retrieving performance data from
SP server. Or exchanging trouble reports
Outline • SLA Motivations• Telecommunications Services• Performance Perspectives
– Service performance Factor Definitions– Network performance Factor Definitions– QoS vs NP– Grade of service– Customer care help desk Service
• SLA Management• Execution of SLA and SLA violation• Application of NGOSS
Service Level Agreement
Performance Perspectives
Support performance
Servability Performance
Operability Performance
Integrity Performance
Trafficability Performance
Availability Performance
Propagation Performance
Network Performance
Service Performance
Planning, Provisioning & Administration Performance
Retainability Performance
Component of
Is the basis for
Component of
Service performance Factor Definitions(1)
Service Support Performance: Mean Service Provisioning Time Billing Error Probability Incorrect Charging or Accounting Probability Billing Integrity
Service Operability Performance: Service User Mistake Probability Dialing Mistake Probability Service Abandonment Mistake Probability Call Abandonment Mistake Probability
Service performance Factor Definitions(2)
Service Accessibility Performance: Service Access Probability Mean Service Access delay Network accessibility Mean access Delay Unacceptable Transmission Probability Misrouting Probability
Service Integrity Performance: Interruption of Service Time Between Interruptions Interruption Duration
Service performance Definitions(3)
Service Retainability Performance: Service Retainability Connection Retainability Retainability of Established connection Premature Release Probability Release Failure Probability Probability of a Successful Service Completion
Outline • SLA Motivations• Telecommunications Services• Performance Perspectives
– Service performance Factor Definitions– Network performance Factor Definitions– QoS vs NP– Grade of service– Customer care help desk Service
• SLA Management• Execution of SLA and SLA violation• Application of NGOSS
Service Level Agreement
Network Performance Factor Definitions(1)
Planning, Provisioning and Administration Performance:
The degree to which these activities enable the network to respond requirements
Trafficability Performance: (GOS) The degree to which the capacity of network components
meet offered network traffic under specified conditions
Network Performance Factor Definitions(2)
Network Item Dependability Performance: The collective term used to describe the availability performance and its
influencing factors, reliability performance and maintenance performance
Transmission Performance: The faithfulness of reproduction of a signal offered to a telecommunications
system when this system is in an inservice state
Outline • SLA Motivations• Telecommunications Services• Performance Perspectives
– Service performance Factor Definitions– Network performance Factor Definitions– QoS vs NP– Grade of service– Customer care help desk Service
• SLA Management• Execution of SLA and SLA violation• Application of NGOSS
Service Level Agreement
QoS vs NP
QoS
Support performance
Servability Performance
Operability Performance
Integrity Performance
Trafficability Performance
Availability Performance
Propagation Performance
Network Performance
Quality of Service
SP2
SP1
QoS vs NP
SAP Group
SAP Group
Service userCustomer Domain
Provider Domain
QoS
Service elements
Network elements
Service elements
Network elements NP
QoS vs NP
Quality of service Network PerformanceUseroriented ProviderorientedService attribute Connection elementUserobservable effects focus Planning and development focusAt SAP endtoend or network connection
QoS/NP requirements and QoS classes
QoS Class: • NP requirements in Individual network portion.• For each service we can define several QoS classes:Ex: switched networkCall & connection level requirementsInformation transfer requirements• each QoS class provides a guaranteed minimum level of NP.
Outline • SLA Motivations• Telecommunications Services• Performance Perspectives
– Service performance Factor Definitions– Network performance Factor Definitions– QoS vs NP– Grade of service– Customer care help desk Service
• SLA Management• Execution of SLA and SLA violation• Application of NGOSS
Service Level Agreement
Grade of Service
• Used in network dimensioning• Defined by the Number of traffic engineering variables used to provide measures in specific conditions• Characterized by trafficability parameters:Calling rateCall setup delayAnswersignal delayInternal and external blocking
Performance Level
Grade of Service
Garanteed
Delivered
Engineered
Grade of Service
Outline • SLA Motivations• Telecommunications Services• Performance Perspectives
Service performance Factor Definitions Network performance Factor Definitions QoS vs NP Grade of service Customer care help desk Service
• SLA Management• Execution of SLA and SLA violation• Application of NGOSS
Service Level Agreement
Customer care help desk Service
•Customer care help desk Service is an integral part of the overall service provided by SPs•It is an organizational service that keep track with the the customer•Sold as an addon to a PS’s commercial offers
Customer care help desk Service
Parameters2. Service Availability3. Mean time to Respond4. Max Time to Respond5. Mean Time to Examine Requests6. Max Time to Examine a Single Request
SLA Benefits
Customer
Establish requirementsEstablish parametersEvaluate relationship with SPDefine endtoend QoS
Provider
Introduce operational changesControl customer satisfactionCreate common SLA/QoS goalsHelp understand costumer perception
Outline • SLA Motivations• Telecommunications Services• Performance Perspectives• SLA Management
Fulfillment Requirements Customer Interface Management Requirements Assurance Requirements SLA Parameters The SLA life Cycle
• Execution of SLA and SLA violation• Application of NGOSS
Service Level Agreement
Fulfillment Requirements (1)
Req1 The SLA is an integral part of the overall service contact and should include a clear definitions of:
•The measurable metrics and parameters•Service performance measurement methods•Customer and SP responsibilities•Conditions that affect operability•Processes for handling the defined boundary conditions
Req2 Customer should be able to select:•Parameters to guarantee•Value ranges for the parameters
Req 3 Following criteria should be considered when defining service SLA:
•Provide concrete repeatable measurements•Be useful for users an SP in understanding the performance provided•Be useful as specification in formal documents•Be useful for publication in data sheets•Be useful for diagnostics
Fulfillment Requirements (2)
Req 4 Standards and targets must be set with a periodic (e.g. annual) service performance review witch should include procedures to update SLA changes
Req5 The SP needs to be able to create the following:•Thresholds for preventive activities•A capability to store several values per parameter •The ability to collect information from underlying element and network management systems
Outline • SLA Motivations• Telecommunications Services• Performance Perspectives• SLA Management
Fulfillment Requirements Customer Interface Management Requirements Assurance Requirements SLA Parameters The SLA life Cycle
• Execution of SLA and SLA violation• Application of NGOSS
Service Level Agreement
Customer Interface Management Requirements
Req1 Customer should be able to report troubles or faults, and make inquiries by telephone fax... And receive notifications in the same variety of waysReq2 The SP should provide a rapid response to Customer help desk inquiries
Req3 The SP’s Customer contract points should have information available on the status of any service he wants inquire
Outline • SLA Motivations• Telecommunications Services• Performance Perspectives• SLA Management
Fulfillment Requirements Customer Interface Management Requirements Assurance Requirements SLA Parameters The SLA life Cycle
• Execution of SLA and SLA violation• Application of NGOSS
Service Level Agreement
Assurance Requirements(1)
Req1 The SP must be able to monitor and measure the delivered service quality against SLA commitments at a level acceptable to the customer
Req2 Accurate customerOriented information about all SLA parameters must made available to the customers on a realtime and periodic basisReq3 Strong access control and authentication must be provided so that customers are able to see only their own data as agreed in the SLA
Assurance Requirements(2)
Req4 The SP provide capability to detect degradation in service performance, alert the customer and respond to performance events affecting the customer
Req5 The SP should provide a fault monitoring and tracking capability to ensure that faults are identified, tracked and resolved
Req6 Customers should be kept informed of potential deviations from SLA coverage, including both scheduled and unscheduled maintenance.
Outline • SLA Motivations• Telecommunications Services• Performance Perspectives• SLA Management
Fulfillment Requirements Customer Interface Management Requirements Assurance Requirements SLA Parameters The SLA life Cycle
• Execution of SLA and SLA violation• Application of NGOSS
Service Level Agreement
SLA Parameters(1)
1 Service Availability:
Service AvailabilitySA% = 100% SUA%
SUA% = Sum(outage Interval) * 100% Activity Time
Service Degradation FactorSA% = 100% SUA%
SUA% = Sum(outage Interval * SDF) * 100% Activity Time
SLA Parameters(2)
Billing Full Billing Acceptable Performance
Availables
Conditional Billing
Degraded Performance
No Billing No Billing Unacceptable Performance
Unavailable
No Performance
SLA Parameters(3)
2 Time To Provide Service:Customer SP
PresaleRequirements
Service Proposal
Negotiation
Service Order
Order Confirmation
Implementation
Ready for ServiceService Acceptance
Order Confirmation Time
SAPConfirmation Time
Order also states: committed time to provide
SP Internal Processes
SLA Parameters(4)
3 Time To Restore Service:4 Delay:5 Throughput:6 Errors
Outline • SLA Motivations• Telecommunications Services• Performance Perspectives• SLA Management
Fulfillment Requirements Customer Interface Management Requirements Assurance Requirements SLA Parameters The SLA life Cycle
• Execution of SLA and SLA violation• Application of NGOSS
Service Level Agreement
The SLA life Cycle
Product & service
Development
Implementation
Negotiation & Sales
Execution
Assessment
Decommission
31 2 54 6
Product/Service Development Phase
1. Identification of customer needs2. Identification of appropriate product
characteristics,eg. Levels of service to be offered3. Identification of network capabilities4. Preparation of standard SLA templates
Negotiation & sales Phase
1. Selection of the values of SLA parameters applicable to specific service instances
2. The costs incurred by Customer when signing the SLA
3. The costs incurred by the SP when an SLA violation occurs or the amount of incentive payments
4. Definition of report associated with product
Implementation Phase
1. Configuration of SP resources to support the product/service provisioning
2. Configuration of a specific service instance for a customer that meets the SLA specifications
3. Service instance activation
Execution Phase
1. Normal inservice execution and monitoring2. Realtime reporting and service quality validation3. Realtime SLA violation processing
Assessment Phase
1. Delivered Quality of Service2. Customer satisfaction3. Improvement potential4. Changing customer requirements
The individual customer periodic assessment addresses
1. Delivered Quality of Service for all customers2. Realignment of service goals3. Realignment of service operations4. Identification of service support problems5. Creation of different SLA service levels
The internal business review addresses
Scope of Product lifecycle Level 1 Vertical Grouping
Level 1 Horizontal Grouping
OperationsCustomer
Fulfillment Assurance BillingOperations Support & Readiness
Retention and Loyalty
Customer Interface Management
Supplier/Partner Interface Management
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Billing & Collections
Management
CustomerQoS / SLA
ManagementProblemHandling
Selling
Order Handling
MarketingFulfillmentResponse
ServiceConfiguration & Activation
ServiceProblem
Management
Service QualityAnalysis, Action
& Reporting
Service & Specific Instance
Rating
Resource Provisioning & Allocation
to Service Instance
ResourceProblem
Management
ResourceRestoration
Resource Data Collection, Analysis
& Control
S/P Buying
S/P Purchase Order
Management
S/P Problem Reporting &Management
S/P PerformanceManagement
S/P Settlements & Billing
Management
CRM Operations Support & Process
Management
CRM Operations Readiness
SM&O Support & Process
Management
ServiceManagement &
Operations Readiness
RM&O Support & Process
Management
S/PRM OperationsSupport & Process
Management
S/P Relationship Management
OperationsReadiness
Enterprise Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
Marketing and Offer Management
Service Planning &
Commitment
Resource &Operations CapabilityDelivery
Supply Chain Strategy & Policy
Supply Chain Planning
& Commitment
Product Development & Retirement
Supply Chain Development & Change
Management
Infrastructure Lifecycle Mgmt Product Lifecycle MgmtStrategy & CommitStrategy, Infrastructure and Product
Product & Offer
Portfolio Capability Delivery
Product & Offer Portfolio Strategy,
Policy & Planning
MarketingCapability Delivery
Product & Offer
Business Planning &
Commitment Product, Marketing & CustomerPerformanceAssessment
Service PerformanceAssessment
Resource PerformanceAssessment
Supply Chain Performance Assessment
Supply Chain CapabilityAvailability
Resource & Technology
Strategy & Policy
Service Strategy &
Policy
Resource & Technology
Plan & Commitment
Service &OperationsCapabilityDelivery
Service Development &
Retirement
Resource Development
CRMCapabilityDelivery
MarketingStrategy &
Policy
Sales & Channel
Development
Marketing Communications
& Promotion
Enterprise Quality Mgmt, Process & IT Planning & Arch.Process Arch.Management
& Support
Info SystemsStrategy &Planning
KnowledgeManagement
Stakeholder & External Relations ManagementPR & Comm.
RelationsManagement
RegulatoryManagement
ShareholderRelations
ManagementLegal
Management
Human Resources ManagementEmployee& Labor Relations
WorkforceStrategy
WorkforceDevelopment
HR Policies& Practices
Disaster Recovery, Security & Fraud ManagementFraud
Management
Disaster Recovery & Contingency
PlanningSecurity
Management
Financial & Asset ManagementFinancial
ManagementProcurementManagement
Real EstateManagement
Strategic & Enterprise Planning Strategic &Business Planning
BusinessDevelopment
EnterpriseArchitecture
Planning
GroupEnterprise
ManagementResearch &
DevelopmentTechnologyAcquisition
Research & Development & Technology Acquisition
Brand Management, Market Research & AdvertisingMarket
Research &Analysis
BrandManagement Advertising
ResourceManagement &
Operations Readiness
Sales & Channel
Management
Level 2 Process Element
External Entity
EnterpriseQuality
Management
Scope of Product lifecycle Level 1 Vertical Grouping
Level 1 Horizontal Grouping
OperationsCustomer
Fulfillment Assurance BillingOperations Support & Readiness
Retention and Loyalty
Customer Interface Management
Supplier/Partner Interface Management
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Billing & Collections
Management
CustomerQoS / SLA
ManagementProblemHandling
Selling
Order Handling
MarketingFulfillmentResponse
ServiceConfiguration & Activation
ServiceProblem
Management
Service QualityAnalysis, Action
& Reporting
Service & Specific Instance
Rating
Resource Provisioning & Allocation
to Service Instance
ResourceProblem
Management
ResourceRestoration
Resource Data Collection, Analysis
& Control
S/P Buying
S/P Purchase Order
Management
S/P Problem Reporting &Management
S/P PerformanceManagement
S/P Settlements & Billing
Management
CRM Operations Support & Process
Management
CRM Operations Readiness
SM&O Support & Process
Management
ServiceManagement &
Operations Readiness
RM&O Support & Process
Management
S/PRM OperationsSupport & Process
Management
S/P Relationship Management
OperationsReadiness
Enterprise Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
Marketing and Offer Management
Service Planning &
Commitment
Resource &Operations CapabilityDelivery
Supply Chain Strategy & Policy
Supply Chain Planning
& Commitment
Product Development & Retirement
Supply Chain Development & Change
Management
Infrastructure Lifecycle Mgmt Product Lifecycle MgmtStrategy & CommitStrategy, Infrastructure and Product
Product & Offer
Portfolio Capability Delivery
Product & Offer Portfolio Strategy,
Policy & Planning
MarketingCapability Delivery
Product & Offer
Business Planning &
Commitment Product, Marketing & CustomerPerformanceAssessment
Service PerformanceAssessment
Resource PerformanceAssessment
Supply Chain Performance Assessment
Supply Chain CapabilityAvailability
Resource & Technology
Strategy & Policy
Service Strategy &
Policy
Resource & Technology
Plan & Commitment
Service &OperationsCapabilityDelivery
Service Development &
Retirement
Resource Development
CRMCapabilityDelivery
MarketingStrategy &
Policy
Sales & Channel
Development
Marketing Communications
& Promotion
Enterprise Quality Mgmt, Process & IT Planning & Arch.Process Arch.Management
& Support
Info SystemsStrategy &Planning
KnowledgeManagement
Stakeholder & External Relations ManagementPR & Comm.
RelationsManagement
RegulatoryManagement
ShareholderRelations
ManagementLegal
Management
Human Resources ManagementEmployee& Labor Relations
WorkforceStrategy
WorkforceDevelopment
HR Policies& Practices
Disaster Recovery, Security & Fraud ManagementFraud
Management
Disaster Recovery & Contingency
PlanningSecurity
Management
Financial & Asset ManagementFinancial
ManagementProcurementManagement
Real EstateManagement
Strategic & Enterprise Planning Strategic &Business Planning
BusinessDevelopment
EnterpriseArchitecture
Planning
GroupEnterprise
ManagementResearch &
DevelopmentTechnologyAcquisition
Research & Development & Technology Acquisition
Brand Management, Market Research & AdvertisingMarket
Research &Analysis
BrandManagement Advertising
ResourceManagement &
Operations Readiness
Sales & Channel
Management
Level 2 Process Element
External Entity
EnterpriseQuality
Management
Strategy PLM
E2E PLM
Core PLM
Operational PLM
Decommission Phase
1. Responsibility for removal of equipment and wiring2. Removal schedule commitments3. Access to the customer’s premises4. Consequent change procedures
Outline • SLA Motivations• Telecommunications Services• Performance Perspectives• SLA Management• Execution of SLA and SLA violation• Application of NGOSS
Service Level Agreement
Normal execution of SLA Serviceperformance Data during Normal Operation
Level 1 Vertical Grouping Level 1 Horizontal Grouping
OperationsCustomer
Fulfillment Assurance BillingOperations Support & Readiness
Retention and Loyalty
Customer Interface Management
Supplier/Partner Interface Management
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Billing & Collections
Management
CustomerQoS / SLA
ManagementProblemHandling
Selling
Order Handling
MarketingFulfillmentResponse
ServiceConfiguration & Activation
ServiceProblem
Management
Service QualityAnalysis, Action
& Reporting
Service & Specific Instance
Rating
Resource Provisioning & Allocation
to Service Instance
ResourceProblem
Management
ResourceRestoration
Resource Data Collection, Analysis
& Control
S/P Buying
S/P Purchase Order
Management
S/P Problem Reporting &Management
S/P PerformanceManagement
S/P Settlements & Billing
Management
CRM Operations Support & Process
Management
CRM Operations Readiness
SM&O Support & Process
Management
ServiceManagement &
Operations Readiness
RM&O Support & Process
Management
S/PRM OperationsSupport & Process
Management
S/P Relationship Management
OperationsReadiness
Enterprise Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
Marketing and Offer Management
Service Planning &
Commitment
Resource &Operations CapabilityDelivery
Supply Chain Strategy & Policy
Supply Chain Planning
& Commitment
Product Development & Retirement
Supply Chain Development & Change
Management
Infrastructure Lifecycle Mgmt Product Lifecycle MgmtStrategy & CommitStrategy, Infrastructure and Product
Product & Offer
Portfolio Capability Delivery
Product & Offer Portfolio Strategy,
Policy & Planning
MarketingCapability Delivery
Product & Offer
Business Planning &
Commitment Product, Marketing & CustomerPerformanceAssessment
Service PerformanceAssessment
Resource PerformanceAssessment
Supply Chain Performance Assessment
Supply Chain CapabilityAvailability
Resource & Technology
Strategy & Policy
Service Strategy &
Policy
Resource & Technology
Plan & Commitment
Service &OperationsCapabilityDelivery
Service Development &
Retirement
Resource Development
CRMCapabilityDelivery
MarketingStrategy &
Policy
Sales & Channel
Development
Marketing Communications
& Promotion
Enterprise Quality Mgmt, Process & IT Planning & Arch.Process Arch.Management
& Support
Info SystemsStrategy &Planning
KnowledgeManagement
Stakeholder & External Relations ManagementPR & Comm.
RelationsManagement
RegulatoryManagement
ShareholderRelations
ManagementLegal
Management
Human Resources ManagementEmployee& Labor Relations
WorkforceStrategy
WorkforceDevelopment
HR Policies& Practices
Disaster Recovery, Security & Fraud ManagementFraud
Management
Disaster Recovery & Contingency
PlanningSecurity
Management
Financial & Asset ManagementFinancial
ManagementProcurementManagement
Real EstateManagement
Strategic & Enterprise Planning Strategic &Business Planning
BusinessDevelopment
EnterpriseArchitecture
Planning
GroupEnterprise
ManagementResearch &
DevelopmentTechnologyAcquisition
Research & Development & Technology Acquisition
Brand Management, Market Research & AdvertisingMarket
Research &Analysis
BrandManagement Advertising
ResourceManagement &
Operations Readiness
Sales & Channel
Management
Level 2 Process Element
External Entity
EnterpriseQuality
Management
Normal execution of SLA ServiceThreshold crossing Alerts and resource Failure Alarms
Level 1 Vertical Grouping Level 1 Horizontal Grouping
OperationsCustomer
Fulfillment Assurance BillingOperations Support & Readiness
Retention and Loyalty
Customer Interface Management
Supplier/Partner Interface Management
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Billing & Collections
Management
CustomerQoS / SLA
ManagementProblemHandling
Selling
Order Handling
MarketingFulfillmentResponse
ServiceConfiguration & Activation
ServiceProblem
Management
Service QualityAnalysis, Action
& Reporting
Service & Specific Instance
Rating
Resource Provisioning & Allocation
to Service Instance
ResourceProblem
Management
ResourceRestoration
Resource Data Collection, Analysis
& Control
S/P Buying
S/P Purchase Order
Management
S/P Problem Reporting &Management
S/P PerformanceManagement
S/P Settlements & Billing
Management
CRM Operations Support & Process
Management
CRM Operations Readiness
SM&O Support & Process
Management
ServiceManagement &
Operations Readiness
RM&O Support & Process
Management
S/PRM OperationsSupport & Process
Management
S/P Relationship Management
OperationsReadiness
Enterprise Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
Marketing and Offer Management
Service Planning &
Commitment
Resource &Operations CapabilityDelivery
Supply Chain Strategy & Policy
Supply Chain Planning
& Commitment
Product Development & Retirement
Supply Chain Development & Change
Management
Infrastructure Lifecycle Mgmt Product Lifecycle MgmtStrategy & CommitStrategy, Infrastructure and Product
Product & Offer
Portfolio Capability Delivery
Product & Offer Portfolio Strategy,
Policy & Planning
MarketingCapability Delivery
Product & Offer
Business Planning &
Commitment Product, Marketing & CustomerPerformanceAssessment
Service PerformanceAssessment
Resource PerformanceAssessment
Supply Chain Performance Assessment
Supply Chain CapabilityAvailability
Resource & Technology
Strategy & Policy
Service Strategy &
Policy
Resource & Technology
Plan & Commitment
Service &OperationsCapabilityDelivery
Service Development &
Retirement
Resource Development
CRMCapabilityDelivery
MarketingStrategy &
Policy
Sales & Channel
Development
Marketing Communications
& Promotion
Enterprise Quality Mgmt, Process & IT Planning & Arch.Process Arch.Management
& Support
Info SystemsStrategy &Planning
KnowledgeManagement
Stakeholder & External Relations ManagementPR & Comm.
RelationsManagement
RegulatoryManagement
ShareholderRelations
ManagementLegal
Management
Human Resources ManagementEmployee& Labor Relations
WorkforceStrategy
WorkforceDevelopment
HR Policies& Practices
Disaster Recovery, Security & Fraud ManagementFraud
Management
Disaster Recovery & Contingency
PlanningSecurity
Management
Financial & Asset ManagementFinancial
ManagementProcurementManagement
Real EstateManagement
Strategic & Enterprise Planning Strategic &Business Planning
BusinessDevelopment
EnterpriseArchitecture
Planning
GroupEnterprise
ManagementResearch &
DevelopmentTechnologyAcquisition
Research & Development & Technology Acquisition
ResourceManagement &
Operations Readiness
Sales & Channel
Management
Level 2 Process Element
External Entity
EnterpriseQuality
Management
Execution with SLA violationCustomer Detected SLA Violation
Level 1 Vertical Grouping Level 1 Horizontal Grouping
OperationsCustomer
Fulfillment Assurance BillingOperations Support & Readiness
Retention and Loyalty
Customer Interface Management
Supplier/Partner Interface Management
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Billing & Collections
Management
CustomerQoS / SLA
ManagementProblemHandling
Selling
Order Handling
MarketingFulfillmentResponse
ServiceConfiguration & Activation
ServiceProblem
Management
Service QualityAnalysis, Action
& Reporting
Service & Specific Instance
Rating
Resource Provisioning & Allocation
to Service Instance
ResourceProblem
Management
ResourceRestoration
Resource Data Collection, Analysis
& Control
S/P Buying
S/P Purchase Order
Management
S/P Problem Reporting &Management
S/P PerformanceManagement
S/P Settlements & Billing
Management
CRM Operations Support & Process
Management
CRM Operations Readiness
SM&O Support & Process
Management
ServiceManagement &
Operations Readiness
RM&O Support & Process
Management
S/PRM OperationsSupport & Process
Management
S/P Relationship Management
OperationsReadiness
Enterprise Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
Marketing and Offer Management
Service Planning &
Commitment
Resource &Operations CapabilityDelivery
Supply Chain Strategy & Policy
Supply Chain Planning
& Commitment
Product Development & Retirement
Supply Chain Development & Change
Management
Infrastructure Lifecycle Mgmt Product Lifecycle MgmtStrategy & CommitStrategy, Infrastructure and Product
Product & Offer
Portfolio Capability Delivery
Product & Offer Portfolio Strategy,
Policy & Planning
MarketingCapability Delivery
Product & Offer
Business Planning &
Commitment Product, Marketing & CustomerPerformanceAssessment
Service PerformanceAssessment
Resource PerformanceAssessment
Supply Chain Performance Assessment
Supply Chain CapabilityAvailability
Resource & Technology
Strategy & Policy
Service Strategy &
Policy
Resource & Technology
Plan & Commitment
Service &OperationsCapabilityDelivery
Service Development &
Retirement
Resource Development
CRMCapabilityDelivery
MarketingStrategy &
Policy
Sales & Channel
Development
Marketing Communications
& Promotion
Enterprise Quality Mgmt, Process & IT Planning & Arch.Process Arch.Management
& Support
Info SystemsStrategy &Planning
KnowledgeManagement
Stakeholder & External Relations ManagementPR & Comm.
RelationsManagement
RegulatoryManagement
ShareholderRelations
ManagementLegal
Management
Human Resources ManagementEmployee& Labor Relations
WorkforceStrategy
WorkforceDevelopment
HR Policies& Practices
Disaster Recovery, Security & Fraud ManagementFraud
Management
Disaster Recovery & Contingency
PlanningSecurity
Management
Financial & Asset ManagementFinancial
ManagementProcurementManagement
Real EstateManagement
Strategic & Enterprise Planning Strategic &Business Planning
BusinessDevelopment
EnterpriseArchitecture
Planning
GroupEnterprise
ManagementResearch &
DevelopmentTechnologyAcquisition
Research & Development & Technology Acquisition
ResourceManagement &
Operations Readiness
Sales & Channel
Management
Level 2 Process Element
External Entity
EnterpriseQuality
Management
Execution with SLA violationAssessment Initiation: Customer Needs Have Changedc
Level 1 Vertical Grouping Level 1 Horizontal Grouping
OperationsCustomer
Fulfillment Assurance BillingOperations Support & Readiness
Retention and Loyalty
Customer Interface Management
Supplier/Partner Interface Management
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Billing & Collections
Management
CustomerQoS / SLA
ManagementProblemHandling
Selling
Order Handling
MarketingFulfillmentResponse
ServiceConfiguration & Activation
ServiceProblem
Management
Service QualityAnalysis, Action
& Reporting
Service & Specific Instance
Rating
Resource Provisioning & Allocation
to Service Instance
ResourceProblem
Management
ResourceRestoration
Resource Data Collection, Analysis
& Control
S/P Buying
S/P Purchase Order
Management
S/P Problem Reporting &Management
S/P PerformanceManagement
S/P Settlements & Billing
Management
CRM Operations Support & Process
Management
CRM Operations Readiness
SM&O Support & Process
Management
ServiceManagement &
Operations Readiness
RM&O Support & Process
Management
S/PRM OperationsSupport & Process
Management
S/P Relationship Management
OperationsReadiness
Enterprise Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
Marketing and Offer Management
Service Planning &
Commitment
Resource &Operations CapabilityDelivery
Supply Chain Strategy & Policy
Supply Chain Planning
& Commitment
Product Development & Retirement
Supply Chain Development & Change
Management
Infrastructure Lifecycle Mgmt Product Lifecycle MgmtStrategy & CommitStrategy, Infrastructure and Product
Product & Offer
Portfolio Capability Delivery
Product & Offer Portfolio Strategy,
Policy & Planning
MarketingCapability Delivery
Product & Offer
Business Planning &
Commitment Product, Marketing & CustomerPerformanceAssessment
Service PerformanceAssessment
Resource PerformanceAssessment
Supply Chain Performance Assessment
Supply Chain CapabilityAvailability
Resource & Technology
Strategy & Policy
Service Strategy &
Policy
Resource & Technology
Plan & Commitment
Service &OperationsCapabilityDelivery
Service Development &
Retirement
Resource Development
CRMCapabilityDelivery
MarketingStrategy &
Policy
Sales & Channel
Development
Marketing Communications
& Promotion
Enterprise Quality Mgmt, Process & IT Planning & Arch.Process Arch.Management
& Support
Info SystemsStrategy &Planning
KnowledgeManagement
Stakeholder & External Relations ManagementPR & Comm.
RelationsManagement
RegulatoryManagement
ShareholderRelations
ManagementLegal
Management
Human Resources ManagementEmployee& Labor Relations
WorkforceStrategy
WorkforceDevelopment
HR Policies& Practices
Disaster Recovery, Security & Fraud ManagementFraud
Management
Disaster Recovery & Contingency
PlanningSecurity
Management
Financial & Asset ManagementFinancial
ManagementProcurementManagement
Real EstateManagement
Strategic & Enterprise Planning Strategic &Business Planning
BusinessDevelopment
EnterpriseArchitecture
Planning
GroupEnterprise
ManagementResearch &
DevelopmentTechnologyAcquisition
Research & Development & Technology Acquisition
ResourceManagement &
Operations Readiness
Sales & Channel
Management
Level 2 Process Element
External Entity
EnterpriseQuality
Management