TM FORUM APPLICATION FRAMEWORK (TAM)

Release 4.0 (Version 4.2)

OPERATIONS, SUPPORT & READINESS

FULFILLMENT

ASSURANCE

BILLING

MARKET/SALES MANAGEMENT
3.1 CAMPAIGN MANAGEMENT

3.1.1 CAMPAIGN ANALYTICS

3.1.4 CAMPAIGN EXECUTION & REFINEMENT

3.4.1 DIRECT SALES FORCE

3.4.4 DEALERS

3.1.2 CAMPAIGN DESIGN

3.1.5 CAMPAIGN PERFORMANCE TRACKING

3.4.2 TELESALES

3.4.5 VIRTUAL NETWORK OPERATORS

3.1.3 LEAD GENERATION

3.4.3 RETAIL OUTLETS

3.4.6 AFFILIATES

3.3 COMPENSATION & RESULTS

3.5 CORPORATE SALES MANAGEMENT

3.3.1 COMPENSATION

3.3.2 RESULTS REPORTING

3.7 SALES PORTALS

3.7.1 CUSTOMER SALES PORTALS

3.5.1 CORPORATE SALES WORKFLOW MANAGEMENT

3.5.1.1 Contract Workflow
3.5.1.2 Design/Price/Propose Workflow
3.5.1.3 Sales Workflow

3.5.3 CONTRACT MANAGEMENT

3.5.3.1 Contract Generation
3.5.3.2 Contract Implementation
3.5.3.3 Contract Storage

3.5.2 SOLUTION MANAGEMENT

3.5.2.1 Design
3.5.2.2 Price
3.5.2.3 Price/Cost Optimization
3.5.2.4 Propose

3.5.4 FUNNEL & LEAD MANAGEMENT

3.5.4.1 Funnel Management
3.5.4.2 Lead Management
3.5.4.3 Sales Account Management

3.7.3 INDIRECT SALES PORTALS

3.7.2 INTERNAL SALES PORTALS

3.6 MASS MARKET SALES MANAGEMENT

3.6.1 CUSTOMER/PROSPECT DATA ACQUISITION

3.6.4 SALES NEGOTIATION

3.6.2 MASS MARKET SALES WORKFLOW MANAGEMENT

3.6.5 MASS MARKET SALES REPORTING & TRACKING

3.6.3 OFFER MANAGEMENT

PRODUCT MANAGEMENT
4.1 PRODUCT STRATEGY / PROPOSITION MANAGEMENT

4.2 PRODUCT / SERVICE CATALOG MANAGEMENT

4.3 PRODUCT LIFECYCLE MANAGEMENT

4.4 PRODUCT PERFORMANCE MANAGEMENT

11.1 CATALOG MANAGEMENT

3.4 CHANNEL SALES MANAGEMENT

5.1 CUSTOMER INFORMATION MANAGEMENT

5.4 CUSTOMER SELF MANAGEMENT

5.2 TRANSACTIONAL DOCUMENT PRODUCTION

5.4.1 CUSTOMER SELF EMPOWERED FULFILLMENT

5.2.1 TRANSACTIONAL DOCUMENT

FORMATTER

5.2.3 DOCUMENT DELIVERY

5.2.2 TRANSACTIONAL DOCUMENT

GENERATOR

5.2.4 DOCUMENT ARCHIVING

5.4.2 CUSTOMER SELF EMPOWERED ASSURANCE

5.4.3 CUSTOMER SELF EMPOWERED BILLING

5.5.1 VERIFY CUSTOMER RELATIONSHIP

5.5.2 ANALYZE AND MANAGE CUSTOMER RISK

5.5.4 PERSONALIZE CUSTOMER PROFILE

5.5.3 INTERACTION MANAGEMENT

5.5.5 BUILD CUSTOMER INSIGHT

5.5.6 VALIDATE CUSTOMER SATISFACTION

5.6 CUSTOMER SERVICE REPRESENTATIVE TOOLBOX

5.6.1 CSR FULFILLMENT

5.6.3 CSR BILLING

5.6.3.1 Collection
5.6.3.2 Payment

5.6.2 CSR ASSURANCE

5.3 CUSTOMER ORDER MANAGEMENT

5.7 CUSTOMER QUALITY OF SERVICE & SERVICE LEVEL

AGREEMENT MANAGEMENT

5.3.1 CUSTOMER ORDER ESTABLISHMENT

5.3.3 CUSTOMER ORDER ORCHESTRATION
5.3.1.1 Channel Guidance and Data Capture
5.3.1.2 Customer and Product Data Collection 5.3.4 CUSTOMER ORDER DISTRIBUTION
5.3.1.3 Customer Qualification
5.3.1.4 Customer Order Validation
5.3.5 CUSTOMER ORDER TRACKING &
MANAGEMENT
5.3.2 CUSTOMER ORDER PUBLICATION

5.8 CUSTOMER PROBLEM MANAGEMENT

5.3.6 CUSTOMER ORDER LIFECYCLE

MANAGEMENT

5.8.1 CUSTOMER PROBLEM

QUALIFICATION & RECEPTION

5.8.3 CUSTOMER PROBLEM

DIAGNOSTICS

5.8.5 CUSTOMER PROBLEM

VERIFICATION & CLOSURE

5.8.2 CUSTOMER PROBLEM

LIFECYCLE MANAGEMENT

5.8.4 CUSTOMER PROBLEM

RESOLUTION

5.8.6 CUSTOMER PROBLEM

REPORTING

5.14 COLLECTION MANAGEMENT

5.14.1 COLLECTION POLICY DEFINITION AND
CONFIGURATION

5.14.3 COLLECTION SETTLEMENT

5.14.2 COLLECTION POLICY EXECUTION AND

MONITORING

5.9 RECEIVABLES MANAGEMENT

5.9.1 A/R MANAGEMENT

5.9.3 FINANCIAL REPORTING

5.9.2 JOURNALIZATION

5.17 CASE MANAGEMENT

5.17.1 CASE DEFINITION AND
CONFIGURATION

5.17.3 CASE CORRELATION &

ANALYSIS

5.17.5 CASE REPORTING

5.17.2 CASE WORKFLOW

5.17.4 CASE TRACKING &

MANAGEMENT

5.17.6 CASE ARCHIVAL

5.10 BILLING INQUIRY, DISPUTE & ADJUSTMENT MANAGEMENT

5.10.1 BILL INQUIRY

5.10.3 ADJUSTMENTS

5.10.2 DISPUTE MANAGEMENT

CROSS DOMAIN APPLICATIONS

5.5 CUSTOMER CONTACT MANAGEMENT, RETENTION & LOYALTY

5.11 BILL FORMAT / RENDER

SERVICE MANAGEMENT

5.12 PRODUCT/SERVICE RATING

6.3 SERVICE ORDER MANAGEMENT

6.4 SERVICE LEVEL AGREEMENT MANAGEMENT

6.2 SERVICE INVENTORY MANAGEMENT

6.3.1 SERVICE DATA COLLECTION

6.5 SERVICE PROBLEM MANAGEMENT

6.3.2 SERVICE ORDER ORCHESTRATION

6.3.5 SERVICE AVAILABILITY
6.3.5.1 Service Address Validation
6.3.2.1 Product/Service Order Decomposition
6.3.5.2 Service Availability Validation
6.3.2.2 Service Order Tracking & Management
6.3.5.3 Service Termination Points
Determination
6.3.5.4 Determine Access Provider
6.3.5.5 Determine Delivery Interval
6.3.6 SERVICE CONFIGURATION MANAGEMENT

6.3.3 SERVICE ORDER VALIDATION

6.5.3 SERVICE PROBLEM

ANALYSIS

6.5.5 SERVICE PROBLEM

TRACKING & MANAGEMENT

6.5.2 SERVICE PROBLEM

MONITORING

6.5.4 SERVICE PROBLEM

CORRECTION & RESOLUTION

6.5.6 SERVICE PROBLEM

REPORTING

5.13.1 BILLING ACCOUNT CONFIGURATION

MANAGEMENT

5.13.2 BILLING ACCOUNT ASSOCIATIONS

MANAGEMENT

5.15 BILL CALCULATION

5.15.1 CUSTOMER BILL CHARGE CALCULATION

5.15.4 COMMITMENT TRACKING

6.6 SERVICE QUALITY MONITORING & IMPACT ANALYSIS

5.15.2 DISCOUNTS CALCULATION

5.15.5 MANAGE BILL CYCLE RUN

6.7 SERVICE PERFORMANCE MANAGEMENT

5.15.3 TAX APPLYING

5.15.6 QUOTATION ENGINE

6.7.1 SERVICE PERFORMANCE MONITORING

5.16 ONLINE CHARGING

6.7.2 SERVICE PERFORMANCE ANALYSIS

11.2.8 FALLOUT ORCHESTRATION

6.2.2 SERVICE INVENTORY RECONCILIATION / SYNCHRONIZATION

6.5.1 SERVICE PROBLEM

RECEPTION

6.7.3 SERVICE PERFORMANCE REPORTING

6.8 SERVICE TEST MANAGEMENT

6.8.1 SERVICE TEST STRATEGY AND POLICY MANAGEMENT
6.8.2 SERVICE TEST LIFECYCLE MANAGEMENT
6.8.3 SERVICE TEST COMMAND AND CONTROL

11.2.7 FALLOUT RULES ENGINE

6.8.4 SERVICE TEST SERVICES

7.1 RESOURCE LIFECYCLE MANAGEMENT

7.2 RESOURCE INVENTORY MANAGEMENT

7.6 VOUCHER MANAGEMENT

7.1.1 RESOURCE COMMISSIONING &

CONFIGURATION MANAGEMENT

7.1.5 PLANNING DESIGN AUTOMATION

7.4 RESOURCE DOMAIN MANAGEMENT

7.7 BILLING DATA MEDIATION

7.1.2 IMPLEMENTATION PLANNING

7.1.6 SPARES & WAREHOUSE INVENTORY

MANAGEMENT

7.1.3 TACTICAL PLANNING

7.1.7 RESOURCE SPECIFICATION

MANAGEMENT

7.1.4 CAPABILITY SPECIFICATION

MANAGEMENT

7.1.8 STRATEGIC PLANNING

7.4.2 RESOURCE ACTIVATION

7.5 RESOURCE PROCESS MANAGEMENT

(WORKFLOW/INTEGRATION)
7.5.1 RESOURCE
CHANGE
MANAGEMENT

7.5.2 WORKFORCE
MANAGEMENT

7.5.3 JEOPARDY
MANAGEMENT

7.4.3 RESOURCE FAULT & PERFORMANCE DATA

MEDIATION

7.4.4 OSS INVENTORY/DATA SYNCHRONIZATION

MANAGEMENT

7.8 REAL-TIME BILLING MEDIATION

7.3 RESOURCE ORDER MANAGEMENT

7.5.4 RESOURCE
LOGISTICS

7.3.1 RESOURCE
ORDER
ORCHESTRATION
7.3.1.1 Resource
Order Tracking &
Management

7.3.2 RESOURCE
SERVICE ORDER
VALIDATION
7.3.2.1 Resource
Order Data Collection

7.3.3 RESOURCE
DESIGN / ASSIGN
7.3.3.1 Resource
Availability
7.3.3.2 Resource
Order Configuration
Management

7.3.4 RESOURCE
ORDER PUBLICATION

11.2.5 FALLOUT REPORTING

7.4.1 RESOURCE DISCOVERY

11.2.6 FALLOUT NOTIFICATION

RESOURCE MANAGEMENT

7.9 RESOURCE PERFORMANCE MANAGEMENT

7.9.1 RESOURCE
PERFORMANCE MONITORING

7.9.2 RESOURCE
PERFORMANCE ANALYSIS

7.9.3 RESOURCE
PERFORMANCE REPORTING

7.10 FAULT MANAGEMENT

7.10.2 FAULT
CORRELATION & ROOT
CAUSE ANALYSIS

7.10.3 FAULT
CORRECTION &
RESTORATION

7.10.4 FAULT
REPORTING &
ANALYTICS

11.2.4 FALLOUT TECHNICIAN

DASHBOARD

7.10.1 FAULT
SURVEILLANCE

SUPPLIER/PARTNER
8.3 WHOLESALE / INTERCONNECT BILLING

8.2 PARTNER MANAGEMENT

11.2.3 FALLOUT MANUAL

CORRECTION QUEUE HANDLING

8.1 SUPPLY CHAIN MANAGEMENT

ENTERPRISE DOMAIN
9.3 FINANCIAL MANAGEMENT

9.2 HR MANAGEMENT

9.3.1 FINANCIAL CORE

OPERATIONS
9.3.1.1 General
Ledger
9.3.1.2 Financial
Controls, Editing, &
Reference Data
9.3.1.3 Accounts
Payable
9.3.1.4 Fixed
Assets
9.3.1.5 Project
Accounting

9.2.1 PAYROLL MANAGEMENT 9.2.6 ETHICS AND

COMPLIANCE
9.2.2 PERFORMANCE
MANAGEMENT & FEEDBACK

9.2.11 COMMUNITY
INVOLVEMENT

9.2.7 EMPLOYEE RECORDS

MANAGEMENT

9.2.12 LABOR RELATIONS

9.2.3 GOVERNMENTAL &

REGULATORY TRACKING &
REPORTING

9.2.8 AWARDS &

RECOGNITION

9.2.13 CORPORATE TRAINING

9.2.4 TIME REPORTING &

ATTENDANCE MANAGEMENT

9.2.9 SALARY PLANNING

9.2.14 BENEFITS
MANAGEMENT

9.2.5 RECRUITMENT &

STAFFING

9.2.10 CORPORATE
COMMUNICATIONS

9.9 ADMINISTRATIVE SERVICES

9.9.1 LEGAL
9.9.2 RECORDS RETENTIONMANAGEMENT
9.9.3 ADVERTISING
9.9.4 PROJECT MANAGEMENT
9.9.5 TRANSPORTATION & TRAVEL SERVICE

For the complete TM Forum Application Framework refer to the TM Forum document GB929 V4.0 available at www.tmforum.org
An electronic copy of this poster is available at www.billing.ru
The poster, poster design and translation of TM Forum Application Framework CJSC "PETER-SERVICE 2011.
TM Forum Application Framework content TM Forum 2010.

9.3.2 EMPLOYEE
EXPENSE
REIMBURSEMENT

9.3.7 CORPORATE
TREASURY

9.3.3 CAPITAL LEASE

MANAGEMENT

9.3.8 CASH
RECONCILIATION &
ESCHEATMENT

9.3.4 FINANCIAL CORE 9.3.9 GENERAL

OPERATIONS
LEDGER ACCOUNT
REPORTING
RECONCILIATION

9.3.5 FINANCIAL
BUSINESS UNIT
REPORTING

9.3.10 AUDITING

9.3.6 CORPORATE TAX

9.3.11 REGULATORY
ACCOUNTING

9.4 ASSET MANAGEMENT

9.6 KNOWLEDGE MANAGEMENT

9.4.1 CORPORATE REAL ESTATE

9.4.1.1 Real Estate Property &
Building Portfolio and Lease
Management
9.4.1.2 Real Estate Facility
Operations Management
9.4.1.3 Space Planning
9.4.1.4 Real Estate Asset
Capital Planning
9.4.1.5 Environmental Health
& Safety Monitoring and
Compliance Management
9.4.1.6 Real Estate Capital
Construction Management

9.6.3 BUSINESS INTELLIGENCE (BI)

9.6.3.1 BI Delivery Mechanism
9.6.3.2 BI Reporting
9.6.3.3 BI Performance Management
9.6.3.4 BI Supporting Applications
9.6.3.5 BI Analytics
9.6.3.6 BI Data Management

9.4.2 DAMAGE CLAIMS

MANAGEMENT

9.4.3 FLEET MANAGEMENT

9.6.4 DATA MANAGEMENT

9.6.4.1 DM Data Storage & Archival
9.6.4.2 DM Access & Transformation
9.6.4.3 DM Data Integration & Context
9.6.4.4 DM Data Presentation & Distribution

9.6.5 CONTENT MANAGEMENT

9.6.5.1 CM Repository & Archival
9.6.5.2 CM Authoring and Compilation
9.6.5.3 CM Distribution & Acquisition
9.6.5.4 CM Portal & Discovery

9.6.1 PATENT, INVENTION & TRADEMARK MANAGEMENT

9.6.2 ENTERPRISE WEB SITES & PORTALS

9.5 SECURITY MANAGEMENT

9.7 FRAUD MANAGEMENT

9.8 REGULATORY & COMPLIANCE
MANAGEMENT

9.5.1
CORPORATE
SECURITY
9.5.1.1
Employee
Identification
Management
9.5.1.2
Building Access
Management

9.5.2
APPLICATION
SECURITY

9.5.4 ANOMALY 9.5.6 PKI AND

MANAGEMENT DIGITAL
CERTIFICATES

9.5.3
VULNERABILITY
MANAGEMENT

9.5.5 LAWFUL
INTERCEPTION

11.2 FALLOUT MANAGEMENT

9.1 REVENUE ASSURANCE MANAGEMENT

11.2.2 FALLOUT CORRECTION

ASSISTANCE

6.2.1 SERVICE-RESOURCE INVENTORY

5.13 BILLING ACCOUNT MANAGEMENT

11.2.1 FALLOUT AUTO

CORRECTION

6.3.4 SERVICE DESIGN/ASSIGN

6.3.4.1 Design Solution
6.3.4.2 Assign/Procure Network Resources
6.3.4.3 Procure Access
6.3.4.4 Procure CPE

11.2.9 FALLOUT MANAGEMENT

INTERFACE BUS

6.1 SERVICE SPECIFICATION MANAGEMENT

APPLICATION INTEGRATION INFRASTRUCTURE

CUSTOMER MANAGEMENT