Frameworx Overview

R19.5_v1.0

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Housekeeping

YOUR INSTRUCTOR

COURTESY Q&A FEEDBACK

Points of clarification
Please silence mobiles, as they arise. Please return
laptops down… Other issues at evaluation forms
start/end of sessions
during the breaks/
end of day…

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Introductions

Name

Company

Professional background

What are your course expectations?

What is your experience?

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Structure of the Course

Module 1 – Framework Introduction

Module 2 – The Business Process Framework
Module 3 – The Information Framework
Module 4 – The Application Framework
Module 5 – The Open APIs
Module 6 – Business Metrics
Module 7 – Frameworx Best Practices

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 Module 1:
Frameworx
Introduction

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Today’s Digital Ecosystem
Key Points:
• There is a need for enterprises to differentiate themselves
• The use of Frameworx and best practices help satisfy this need:
• By providing ways to minimize cost, time and risk of improving the planning
and operation of these vital aspects of delivering value to customers
• Leaving each enterprise more scope and more resources, and the
necessary agility, to tackle the differentiation of their offerings

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The Value Fabric (1 of 4)

Deliver
2
directly

What is
1
delivered

3
Deliver
indirectly
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The Value Fabric (2 of 4)

B2B Partnering Guide

6
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The Value Fabric (3 of 4)

Fx Catalog Interfaces

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The Value Fabric (4 of 4)

Ordering and Service Level

Agreement Interfaces
9

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The Value Fabric Book

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Case Study
Asian Info and Asian Info Client Companies

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Frameworx Summary

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A Recent Adoption Survey

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Frameworx Components

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Frameworx Structure
Frameworx components are organized in a similar structure based on Domains
(Management Areas) and vertical groupings. Not every component framework will use every
Domain

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Creating Value From Frameworx

Frameworx and Best Practices:

• Can be used to create value
• Provide a template to streamline product and service delivery
• Can improve customer experience and customer retention
• Can be used to simplify, optimize and automate business processes
• Speeds up and improves the procurement process
• Provides a clear common language and terminology
• Reduce transformation risk

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Case Study

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 Module 2

The Business Process Framework © 2020 TM Forum | 19

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5 Goals Achieved using the Business Process Framework

Provide an Manage
enterprise complex
wide process business
discipline relationships

Develop
Be consistent
clearer IT
and re-use
requirements

Reduce
management
time
and cost

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Current Version

Strategy, to Readiness (S2R) Operations

Strategy Capability Lifecycle Operations Fulfilment Assurance Billing &
Management Delivery Management Readiness Revenue
& Support Management

Market & Sales

Market & Sales

Customer
Customer

Product
Product
Common
Common

Service
Service

Resource
Resource

Business Partner
Business Partner

Enterprise
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 Two Other Concepts Problem Handling
ProductCustomer
Offering
Isolate
Lifecycle
Problem
Management

Problem &Handling
Gather Customer
Analyze New Problem New
Develop Handling
Product Problem Handling Problem Handling
Rollout/Launch
Isolate Isolate Customer Isolate
DevelopCustomer
Detailed Isolate Customer
Product Offering Offering Business Product
Problem Problem Product Offering
Problem Problem
Ideas Proposal Offering

Problem
Conduct Handling
Product Problem Handling
AssessCustomer
Performance Problem Handling
ManageCustomer
Product
Isolate Customer Isolate Isolate
Offering Acceptance of Existing Product Offering Exit
Problem Problem Problem
Testing Offering

Problem Handling
Gather Customer
Product ProblemProduct
Identify Handling Problem New
Develop Handling
Product
Isolate Isolate Customer Isolate Customer
Offering Ideas Offering Opportunities Offering Opportunity
Problem Problem Problem
and Requirements Concepts
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eTOM hierarchy

S2R Operations
Process Categories / Areas

Domains Market Sales Product Customer Service Resource Business Partner Enterprise

Core Processes 2 Services Strategy

and Planning
Service Delivery
Capability
Service
development &
Retirement
SM&O Support
& Reediness
Service
Configuration &
activation
Service Problem
Management
Service Quality
Management ll
Service Guiding
&Mediation

Core Processes or Task Processes 3 Create Service

Trouble Report
Report Service
Problem
Diagnose Service
Problem
Close Service
Trouble Report
Correct &
Resolve Service
Problem
Survey &
Analyze Service
Problem
Track & Manage
Service Problem

Core Processes or Task Processes 4 Generate Service

Problem
Convert Report
to Service
Problem Format
Estimate Time
For Restoring
Service

Tasks
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In more detail

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Is a third
level core
process

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 1

2 1
4

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Dynamic View 1
Potential Partner Enterprise Web Site

Establish
Log Party Collect Party
Party

Potential Partner
Interaction Data
Relationship
Partner Self On-boarding

Gain
Collect Party Collect Party Approval for
Demographic Profile Party
Agreement
Sales/Marketing

Welcome
New Party

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Business Process Framework Uses

Use the Business Process Framework to…

Define project scope

Transform business processes

Support procurement requests

Map roles /organizations

Focus process related discussions

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Business Process Framework Case Study

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AT&T Case Study

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AT&T Case Study Wrap up

The Business Process Framework is used to:

• Improve the collaboration between business and IT
• Explore the impact requirements will have on the business process
• Define and convey the organizational aspects of business process models
• Categorize processes and systems so that duplicates can be eliminated

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Business Process Framework Quiz

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1. What are two goals of the framework?
A. Create consistent process flows and applications
B. Understand application portfolios and keep management time and cost the same
C. Reducing management time and cost and understand interfaces
D. Provide an enterprise wide process discipline and manage complex business relationships

2. What are the three key concepts that make up the structure of the framework?
A. Vertical process groupings, core processes, and tasks
B. Domains, core processes, tasks
C. Domains, vertical process groupings, tasks
D. Horizontal process groupings, core processes, tasks

3. What is the difference between a core process and a first level task process?
A. There is not difference
B. Only the naming convention
C. A core process can cross domains, while a first level task process cannot
D. A core process manages the lifecycle of a key business entity while a first level task process typically manages a
single state in the lifecycle of a key business entity

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4. How many levels of core processes can be in the decomposition?
A. One
B. Any number
C. Two
D. Three

5. How many domains are in the framework?

A. 5
B. 8
C. 9
D. 6

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 Module 3

The Information Framework © 2020 TM Forum | 35

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Goals Achieved

Reducing time
to market Reducing the
/introduction cost of
of new integration
technologies

Support multiple
Facilitate
implementations
new/existing
from
development
a single model

Reduce
management
time
and cost

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Information Framework domains
Common Market / Sales

Customer

Product

Service

Resource

Business Partner

Enterprise

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Other Key Concepts

Customer ABE
Customer
Customer
Customer Account
Account
Contact

Customer
Credit
Profile

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Unified Modeling Language (UML) Class Diagram

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Information Framework Uses

Starting point
Defining for database
project scope development

Developing
Facilitating
application
application
program
Integration
interfaces

Supporting
procurement
requests

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 Mapping to the
Process Framework
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Walkthrough of Mappings Video

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 Information Framework Case Study

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DGIT Case Study

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DGIT Case Study Wrap Up

What you have seen here is not only a member taking

advantage of the Information Framework and APIs that
have been developed that are based upon it, but also a
member who is actively contributing back to the
further of the framework and APIs!

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Information Framework Quiz

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1. What are two goals of the framework?
A. Reducing time to market and keeping application development costs the same
B. Having it aligned with the Business Process Framework and providing a standard information vocabulary
C. Having it aligned with the Application Framework and reducing management time and cost
D. Reducing time to market and reducing the cost of integration

2. What are the three key concepts that make up the structure of the framework?
A. Domains, attributes, and associations
B. Domains, Aggregate Business Entities, and entities
C. Domains, Aggregate Business Entities, and attributes
D. Aggregate Business Entities, attributes, and associations

3. What is true about an Aggregate Business Entity and an entity?

A. They both represent the same concept
B. The naming conventions are the same
C. An entity can belong to many domains, while a Aggregate Business Entity cannot
D. An Aggregate Business Entity is a collection of entities

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4. How many levels of Aggregated Business Entities can be in the framework?
A. One
B. Any number
C. Two
D. Three

5. What is the name of the domain that contains ABEs that could be placed in more than one other domain?
A. Common
B. Common Business Entities
C. Shared
D. Shared Business Entities

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 Module 4

The Application Framework © 2020 TM Forum | 50

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Goals Achieved

Provide a Provide
common standard
application application
language requirements

Facilitate
Enable
mergers &
automation
acquisitions

Guide efficient
system
architecture
development
and
deployment
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Framework Domain
Common Integration
Market / Sales

Customer

Product

Service

Resource

Business Partner

Enterprise

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Structure of the Application Framework (1 of 2)

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Structure of the Application Framework (2 of 2)

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The Application Framework (TAM) V19.5

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Application Framework Uses

Supporting
Defining procurement
project scope requests

Cataloging Designing an
application application
functionality architecture

Identifying
application
owners and
users
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 Application Framework Case Study

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Ningbo, China Smart City Case Study

The city of Ningbo, China

partnered with ZTE Corporation,
a telecommunications equipment,
network and smart city solutions
provider to offer citizens a one-
stop shop for a variety of smart-
city services –including the
availability of bicycles for the ‘last
mile’ – all delivered via a single
cell phone portal.

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Smart City Case Study

ZTE used Application Framework

specifications, such as:
• Service Performance Management
• Service Quality Management
• Supplier/Partner Management
• Security Management
• Knowledge Management

ZTE also used many other TM Forum’s guides

and best practices including:
• Customer experience metrics
• Revenue management and partnering guides

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Smart City Case Study

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Application Framework Quiz

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1. What are two goals of the framework?
A. Provide a common application language and facilitate mergers & acquisitions
B. Understand application portfolios and define information requirements
C. Understand application portfolios and define process requirements
D. Provide an enterprise wide application discipline and manage application develop time and cost

2. What are the three key concepts that make up the structure of the framework?
A. Vertical application groupings, domains, and functions
B. Domains, applications, and functions
C. Domains, vertical application groupings, and applications
D. Vertical application groupings, applications, and functions

3. What are two uses of the framework?

A. Defining an application architecture and defining interfaces
B. Defining project scope and defining interfaces
C. Defining interfaces and designing an application architecture
D. Defining project scope and designing an application architecture

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4. How many levels of applications can be in the framework?
A. One
B. Any number
C. Two
D. Three

5. How many domains are in the framework?

A. 5
B. 8
C. 9
D. 6

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 Module 5

The Open APIs © 2020 TM Forum | 64

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Goals Achieved

Ensure inter- Encourage

operability competition

Reduce
customization Reduce cost

Reduce
installation
difficulty

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API Ecosystem
The ecosystem contains representational state
transfer, referred to as REST based APIs. A
RESTful API is an API that uses HTTP requests
to GET, PUT, POST and DELETE data.

On-boarding to Cash

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APIs mapped to Frameworx domains

Planned
upgrade to
Frameworx
Common
structure in
release 19.5

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API Data Model Fragment

Reference to
Information related entity
Framework
extension

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Open API Uses

Follow a design Create

and reusable
implementation architecture
blueprint patterns

Integrate
systems from Define new
multiple interfaces
vendors

Make changes
to systems
quickly

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 Connected Care Anywhere

The Open APIs Case Study

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Case Study

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Connected Care Anywhere Case Study Wrap up

These phases provided participants and industry players with:

• Catalog-driven orchestration for healthcare
• Monitoring of patients via devices with nurse visitation
• Non-intrusive monitoring to keep the patient’s family informed, and
• Holistic monitoring that follows you wherever you go

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The Open APIs Quiz

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1. What are two Open APIs goals?
A. Encourage competition and reduce customization
B. Eliminate competition and reduce customization
C. Reduce cost and impose mandatory standardization
D. Reduce cost and encourage mandatory standardization

2. What does the Open APIs have in common with the other core frameworks?
A. Processes
B. Domains
C. Applications
D. Business Entities

3. What are two Open APIs uses?

A. Create reusable architecture patterns and reduce competition
B. Make changes to systems quickly and identify Business Process Framework enhancements
C. Reduce cost and identify Application Framework enhancements
D. Make changes to systems quickly and Integrate systems from multiple vendors

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4. What else does the Open APIs provide in addition to interfaces?
A. Guidelines for developing enhancements to the Information Framework and Application Framework
B. Reference implementations and test suites
C. Test suites and TM Forum conformance certification
D. Reference implementations, test suites, and TM Forum conformance certification

5. What is REST?
A. Remote State Transaction
B. Remote State Transfer
C. Representational State Transfer
D. None of the above

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 Module 6

Business Metrics © 2020 TM Forum | 76

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Goals Achieved

Need for Comparison

measures that with peers
focus attention

Promotion of
superior
performance
areas

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Three Metrics Domains

Revenue & Margin

(Finance)

Customer Operational
Experience Efficiency
(Outside-in View) (All Around View)

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Five Process Focus Areas

Focus Areas
Revenue & Margin
General
Customer
Management
Customer Operational Fulfilment
Experience Efficiency
Assurance
Billing

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Domain Unique Set of Topics
1. Margin/Revenue
2. OpEx/CapEx
3. OpEx/Revenue
RA Revenue Assurance

Revenue & Margin

1. Preferred Access
1. Unit Cost
2.
3.
Customer Time Spent
Usability
Customer Operational 2. Time
3. Rework
4.
5.
Accuracy
Contact Availability
Experience Efficiency 4. Simplicity
5. Process Flexibility
6. Security
& Automation
7. Pricing Flexibility
6. Utilization

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Business Metrics Framework/Scaffold (1 of 4)

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Business Metrics Framework/Scaffold (2 of 4)

Revenue & Margin

Customer Operational
Experience Efficiency

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Business Metrics Framework/Scaffold (3 of 4)

Revenue & Margin

Customer Operational
Experience Process FocusEfficiency
Areas

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Business Metrics Framework/Scaffold (4 of 4)

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Metric Example
Number of Min. Customer Incident Handling Time, Per Customer Incident Resolved

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Metrics Definition Spreadsheet

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Metrics Uses

Measure Assess
trends over groups of
time metrics

Identify
Assess
processes
process
needing
groupings
improvement

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 TM Forum Catalyst:
Maximizing Profitability with NFV Orchestration

Metrics Case Study

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Metrics Case Study

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Metrics Quiz

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1. What are two Metric goals?
A. Need for measures that focus attention and promotion of superior performance areas
B. Need for measures that focus attention and alignment with the Information Framework
C. Alignment with the Information Framework and comparison with peers
D. Comparison with peers and alignment with the Business Process Framework

2. What are the three domains that are used to organize Metrics?
A. Customer, Enterprise, and Product
B. Revenue and Margin, Customer Experience, and Operational Efficiency
C. Revenue and Margin, Common, and Operational Efficiency
D. Enterprise, Product, and Operational Efficiency

3. What are two Metric uses?

A. Measure performance over time and reduce competition
B. Assess and measure effectiveness and efficiency of process groupings and reduce competition
C. Point the way to process improvement and transform business processes
D. Measure performance trends over time and point the way to process improvement

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4. Metrics are organized into what is referred to as
A. Metrics Structure
B. Metrics Scaffold
C. Benchmarking Framework
D. Metrics Benchmarking Framework

5. Which Metric domain or domains only have a General process focus?

A. Revenue and Margin and Customer Experience
B. Customer Experience and Operational Efficiency
C. Revenue and Margin
D. Operational Efficiency

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 Module 7

Best Practice:
Becoming Agile and Virtualized © 2020 TM Forum | 93

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Goals Achieved

Increase Reduce cost

agility and risk

Enable
Provide a
deployment
of new
services and
common
point of
reference
Best Practices
products

Accelerate
realization of
benefits

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Business Transformation

Build operations center Internal Transformation Support new dynamic

of the future to become an agile processes
digital ecosystem
participant

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Virtualization Themes

End-to-end Virtualization Management

Operations Transformation

Virtualization Operational Readiness and

Procurement

Foundational Studies

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Business Metrics

Suggested uses:
• Measure performance trends over time
• Assess and cross-reference groups of metrics
• Assess and measure the effectiveness and
efficiency of an enterprise in specific process
groupings, and
• Point the way to process improvement

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 Security Management

Security Management best practice and other deliverables

includes:
• Metrics in the form of Key Performance Indicators

• A security management model

• Quick Start Packs

• A cyber security readiness dashboard, enterprise security interfaces, return on

investment benefit calculator, and a threat intelligence sharing architecture

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 Privacy Management

Privacy Management best practice and other deliverables

includes:
• Use cases, user stories and business scenarios

• A Privacy dash board

• Privacy information, processes and applications focused on data privacy

• A Privacy API

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 Risk Management

Risk Management best practice and other deliverables includes:

• Risk management guidance, risk universe and risk portfolio

• A blueprint for enterprise risk management processes

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 Becoming Customer Centric © 2020 TM Forum | 101

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Goals Achieved

Delivering a
Increasing personalized
profitability customer
experience

Best Practices
Future-proofing
customer
experience

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 O b s e rv e
L e a rn

Be Aware
R eact
R e q u e s t D e ta il

Buying

Interact
R e s e rv e
S e l e c t P r o d u c t / S e r v ic e
P la c e O r d e r

Choose
R e c e iv e
U se
R e v ie w U s a g e

Consume
E v a lu a te V a lu e
M a n a g e P ro file /S e r v ic e

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Lifecycle Model +
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D is c o n tin u e
550+
Guidebook

Metrics

Use Case Library

Best Practices for Customer Experience Management

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Big Data
Analytics
CEM Return on Investment Calculator

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Customer Experience Lifecycle Model

Omni-channel provides seamless interaction across

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Customer Experience Metrics

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 Big Data Analytics (BDA)

Making the Most of Big Data Analytics provides guidance on how to make the best use of business intelligence and
data analytics tools in enterprise-wide activities to increase business performance across the enterprise.

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 Available Use Cases
Real-time Personalized Offers while Browsing
Real-time Personalized Offers during Checkout
Real-time Personalized Offers during a Live
Interaction
Real-time Personalized Offers Based on
Location
Real-time Personalized Offers Based on Usage
Real-time Personalized Offers Based on Device
Intelligent Advertising Based on Browsing
History
Stimulating Prepaid to Postpaid Conversion
Enticing Usage from Roaming Customers
Monetizing Mobile Subscribers’ Insights
Proactive customer care and upsell
opportunities based on automated equipment
audit
Product Definition and Development
Product Introduction Analytics
Product Performance Optimization
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Becoming Open and Effectively Partner
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Goals Achieved

Solving digital Optimizing

service ecosystem
management participation
challenges

Rapidly
Best Practices
addressing
business
problems

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Today’s Digital World Challenges

Machine-To-Machine

Internet of Things (IoT)

Internet of Everything (IoE)

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Effectively Partnering

5
4

3 2
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 TM Forum Catalyst:
APPEX Omnichannel

Best Practice Case Study

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Best Practice Case Study

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 Thank You!

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