IG1212 Digital Maturity Model Glossary of Terms v1.0.0

TM Forum Reference
Digital Maturity Model Glossary

of Terms
IG1212
Team Approved Date: 31-Jul-2020
Release Status: Production Approval Status: TM Forum Approved

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Digital Maturity Model Glossary of Terms
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Table of Contents
Notice..................................................................................................................................2
Table of Contents...............................................................................................................4
1. Introduction.................................................................................................................6
2. Terminology - A............................................................................................................7
3. Terminology - B............................................................................................................8
4. Terminology - C............................................................................................................9
5. Terminology - D.........................................................................................................11
6. Terminology - E..........................................................................................................13
7. Terminology - F..........................................................................................................14
8. Terminology - G.........................................................................................................14
9. Terminology - H.........................................................................................................15
10. Terminology - I.......................................................................................................15
11. Terminology - J......................................................................................................15
12. Terminology - K.....................................................................................................15
13. Terminology - L......................................................................................................16
14. Terminology - M....................................................................................................16
15. Terminology - N.....................................................................................................17
16. Terminology - O.....................................................................................................17
17. Terminology - P.....................................................................................................19
18. Terminology - Q.....................................................................................................21
19. Terminology - R.....................................................................................................21
20. Terminology - S......................................................................................................21
21. Terminology - T......................................................................................................23
22. Terminology - U.....................................................................................................24
23. Terminology - V.....................................................................................................25
24. Terminology - W....................................................................................................25
25. Terminology - X.....................................................................................................26
26. Terminology - Y......................................................................................................26
27. Terminology - Z......................................................................................................26
28. Administrative Appendix.......................................................................................27
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28.1. Document History........................................................................................27

28.1.1. Version History.......................................................................................27
28.1.2. Release History.......................................................................................27
28.2. Acknowledgments........................................................................................27
28.2.1. TM Forum Members:..............................................................................27
28.2.2. TM Forum Staff:......................................................................................28
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1. Introduction
This document provides a glossary of terminology relevant to the TM Forum Digital Maturity
Model (DMM) release 4.0.
The target audience are DMM users.
While compiling the glossary we have, wherever possible, adopted terms from TMF071 Open
Digital Framework Terminology to maintain consistency with the Open Digital Framework
(ODF). When this has not been possible priority has been given to appropriate TM Forum
definitions, followed by industry standards bodies. When no other suitable definition could be
found we have used team consensus to develop our own definition.
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2. Terminology - A
Term Definition Origin Context
/ Where
used
360 customer A complete view of customers by aggregating data from DMM Team 1.3.1
view the various touch points (including 3rd party) that a
customer may use to contact an organization to purchase
products and receive service and support. Also called
'360-degree view' it provides a complete view of who a
customer is, where the organization can see every single
'angle' of their relationship with the organization.
Agile Agile software development is an umbrella term for a set "Agile Glossary" by the 4.2.3
Development of frameworks and practices based on the values and Agile Alliance.
principles expressed in the Manifesto for Agile Software https://www.agilealliance.
Development. org/agile101/
API An application programming interface (API) is an Gartner:- 3.2.6

interface that provides programmatic access to service https://www.gartner.com/
functionality and data within an application or a en/information-
database. It can be used as a building block for the technology/glossary/applic
development of new interactions with humans, other ation-programming-
applications or smart devices. Companies use APIs to interface-api
serve the needs of a digital transformation or an
ecosystem and start a platform business model.
Artificial Artificial Intelligence is: TMF071 ODF Terminology 3.4.1

Intelligence • Solving problems using human / cognitively / https://www.tmforum.org
biologically inspired approaches implemented as a /resources/reference/tmf0
computer algorithm 71-open-digital-
• Using novel algorithms to meet the challenges that framework-terminology-
computer systems face when embedded in physical or v7-0/
human environments.
Automation Using software to mimic or emulate selected human DMM Team 3.5.9
and/or a chain of already partially automated tasks
within a business or IT process. This can range from
simple script based tasks such as simple data
manipulations through to complex orchestration and
management of IT operations.
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3. Terminology - B
Term Definition Origin Context/
Where
used
Best in Class The highest current performance level in an Business Dictionary: 4.3.4?
industry, used as a standard or benchmark to be (http://www.businessdic
equaled or exceeded. Also called best of breed. tionary.com)
Brand A measure of how well an organization and its DMM Team 2.1.3
Performance products or services meet customer expectations.
Brand A declaration of assurance to customers based on a DMM Team 1.4.1
Promise statement of value or experience that will be
received.
Business A business asset is an item of value owned by a Investopedia 4.1.4
Assets company. Business assets span many categories.
(Operations They can be physical, tangible goods, such as
Security) vehicles, real estate, computers, office furniture, and
other fixtures, or intangible items, such as
intellectual property including data, knowledge, etc.
Business Business value is the net benefit that will be realized Emmanuel, References: Levels
Value by an organization. It can be measured in either https://www.invensislea
monetary or non-monetary terms. rning.com/resources/p
mp/the-concept-of-
business-value-
explained
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4. Terminology - C

Where
used
Channel In the context of the Digital Maturity Model, Channel DMM Team 1.2.6
refers to intermediaries through which products or
services pass until they reach an end customer and / or
partner. Sub-categories of channels include, say,
distribution channels, marketing channels, retail channels
etc. Examples of channels include retail shops, kiosks,
website, SMS, IVR, Mobile Apps, etc.
Cloud A type of parallel and distributed systems consisting of DMM Team 3.2.5 or
interconnected and virtualized computing resources that 3.5.7
are shared and dynamically provisioned, based on service
level agreements established through negotiation
between the service providers and consumers.
Cloudification Cloudification is the conversion of applications, data Cornell University: 3.5.7

storage, and compute cycles to take advantage of cloud https://it.cornell.edu/cor
computing. nell-cloud
Competency The competency baseline are the minimum DMM Team 5.2.2
Baseline competencies needed by a company to develop and
deliver its products and services.
Continuous Continuous delivery is an extension of continuous https:// 4.3.4

Delivery integration to make sure that you can release new www.atlassian.com/
changes to your customers quickly in a sustainable way. continuous-delivery/
This means that on top of having automated your testing, principles/continuous-
you also have automated your release process and you integration-vs-delivery-
can deploy your application at any point of time by vs-deployment
clicking on a button.
Continuous Continuous deployment goes one step further than Atlassian: 4.3.4?
Deployment continuous delivery. With this practice, every change that (https://www.atlassian.c
passes all stages of your production pipeline is released om/continuous-
to your customers. There's no human intervention, and delivery/continuous-
only a failed test will prevent a new change to be deployment) and
deployed to production. Wikipedia respectively
Continuous Return on investment improves incrementally DM Team 2.3.3

Improvement
(Investment)
Continuous Continuous Integration means multiple developers Circleci Blog: 4.3.4

Integration pushing small, frequent changes to a shared repository or (https://circleci.com/blo
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Where
used
‘master’. They are integrating changes continuously, g/) and Fowler, Martin (1
rather than periodically, and thus Continuous Integration. May 2006). "Continuous
In software engineering, continuous integration (CI) is the Integration". Retrieved 9
practice of merging all developers' working copies to a January 2014.
shared mainline several times a day. respectively
Customer A customer is a person or organization that buys ODF Terminology Multiple

products and services from the organization or receives Location
free offers or services. Customer can also be other s
service providers who resell the organizations products,
other service providers that lease the organization's
resources for utilization by the other service provider's
products and services, and so forth.
Customer Customer delight is the positive emotional reaction of a DMM Team 1.1.5
Delight user when their expectations are exceeded by a product
or service.
Customer Analyzing customer needs to drive digital strategy DMM Team 2.4.2
Evaluation
Customer Customer experience is the customer’s perceptions and Adapted from Gartner:- 1.2
Experience related feelings caused by the one-off and cumulative https://www.gartner.co
effect of interactions with a supplier’s employees, m/en/information-
systems, channels or products. technology/glossary/cust
omer-experience
Customer Customer Experience Management (CEM) is the practice Adapted from Gartner 1.2.8
Experience of designing and reacting to customer interactions to
Management meet or exceed their expectations, leading to greater
customer satisfaction, loyalty, trust and advocacy.
Customer The objective measurement of delivered Customer DMM Team 1.2.7

Experience Experience.
Measuremen
t
Customer A customer journey is the path of sequential interactions DMM Team 1.2.1
Journey that a user has with an organization in order to achieve a
desired outcome. These interactions may be offline or
online.
Customer A measure of a customer's confidence in an organization, DMM Team 1.4

Trust its products and / or services.
Cyber Cybersecurity is the protection of internet-connected TechTarget 3.3.3

Security systems such as hardware, software and data from cyber- (https://searchsecurity.t
threats. The practice is used by individuals and echtarget.com/definition
enterprises to protect against unauthorized access to /cybersecurity)
data centers and other computerized systems
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5. Terminology - D
Where
used
Data Data Integrity is the overall completeness, accuracy https:// 6.2.6

Integrity and consistency of data. www.techopedia.com/
definition/811/data-
integrity-databases
Data Life- Data Life-cycle Management (DLM) is a policy-based https:// 6.2.4
cycle approach to managing the flow of an information searchstorage.techtarge
Managemen system's data throughout its life cycle: from creation t.com/definition/data-
t and initial storage to the time when it becomes life-cycle-management
obsolete and is deleted.
Data Data Modelling refers to methods used in computer DMM Team 6.2.1
Modelling science for the formal representation of data objects
and their relationships within a data set.
Data Data Monetization aims at generating measurable Wixom BH, Ross JW. 6.3.3
Monetizatio economic benefits from both raw data and mined How to monetize your
n resources. Data can be monetized in mainly two data. MIT Sloan Manage
ways: either directly by selling or sharing data Rev. 2017;58(3):9–13
(explicit monetization), or indirectly by enhancing
own data-based products known (implicit
monetization).
Data Policy Data Policy is a set of broad, high level principles, https://stats.oecd.org/ 6.1.5
which form the guiding framework in which Data glossary/detail.asp?
Management can operate. ID=4454
Data Science Data Science refers to the collective processes, ODF Terminology 6.3.2
theories, concepts, tools and technologies that Techopedia definition:
enable the review, analysis and extraction of https://www.techopedi
valuable knowledge and information from raw data. a.com/definition/
30202/data-science
Data Data Stewardship is concerned with taking care of Dataversity: 6.1.2
Stewardship data assets that do not belong to the stewards https://www.dataversit
themselves. Data Stewards represent the concerns y.net/what-is-data-
of others. stewardship/
Design Design thinking is a process for creative problem Adapted from Ideo: 4.2.2
Thinking solving.' What is Design
Thinking.
https://www.ideou.com
/blogs/inspiration/what
-is-design-thinking
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Where
used
DevOps DevOps (a clipped compound of "software ODF Terminology D111 4.3.3

DEVelopment" and "information technology Inherited from TMF071
OPerationS") is a term used to refer to a set of "Terminology for
practices that emphasize the collaboration and ZOOM" R17.5,
communication of both software developers and Wikipedia, IG1137
information technology (IT) professionals while
automating the process of software delivery and
infrastructure changes. It aims at establishing a
culture and environment where building, testing,
and releasing software can happen rapidly,
frequently, and more reliably.
(IG1137) DevOps is a combination of practices that
embody a culture of end-to-end ownership and
shared responsibility across teams from
Development, Quality Assurance (QA), Security,
Operations, and other areas as a single cohesive,
service focused team. A key element in DevOps is
the use of smaller releases and continuous delivery
practices with continuous feedback loops to ensure
quality as team velocity increases.
The best way to talk about DevOps in general is
under the following categories:
• Culture and Attitude
• Processes and Practices
• Technology and Tools.
Digital Digital learning is the use of digital tools to enhance DMM Team 5.2.7
Learning educational strategies (such as blended learning,
flipped learning, personalized learning etc.).
Digital The analysis and guidance required to focus the Adapted from Gartner Multiple
Strategy enterprise on Digital opportunities and threats that https://www.gartner.co Locations
will have the greatest impact on business success. m/document/2591916?
ref=solrAll&refval=2554
98175
Digital Digital technique is a well-formed approach or DMM Team 4.4.6 &
techniques practice that uses digital technologies to deliver a 4.4.7
solution. E.g. App-based payment, Digital Ticketing.
Digital The process of exploiting the latest digital Gartner: 2.3.1 &
Transformati technologies and practices to create a robust new https://www.gartner.co 2.6.6
on digital business model m/document/3983035?
ref=solrAll&refval=2554
98053
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6. Terminology - E
Where
used
Ecosystem An ecosystem is a community of interrelated ODF Terminology - Based Multiple

stakeholders, each of which plays one or more roles, on the IG1157 definition Locations
interacting in a value fabric to achieve targeted (See IG1157 "DPRA
objectives. An ecosystem is outside the remit of a single Concepts & Principles"
enterprise and can consist of more than one enterprise Reference M01)
acting as partners to attain a joint task, such as for
example a roaming partnership.
e.g. Amazon Marketplace, Apple App Store, Google Play
store, Smart City ecosystem, Connected Car ecosystem,
etc.
Ecosystem Ecosystem management is the organizing, planning, DMM Team Multiple

Management controlling, and directing of a network of organizations Locations
(including suppliers, distributors, customers,
competitors, government agencies etc.) to achieve a set
goal.
Edge Edge computing is a distributed computing paradigm DMM Team 3.5.8

Computing that brings computation and data storage closer to the
location where it is used and/or generated.
Effective An effective process is one that realizes planned activities ISO 9000 2015 Plain 4.2.6.3
Process and achieves planned results. English Definitions:
https://www.praxiom.com
/iso-definition.htm
Environment Energy management is the proactive, organized and Adapted from 3.1.3 &
& Energy systematic coordination of procurement, conversion, Safeopedia.com 3.1.4
Management distribution and use of energy to meet the requirements,
taking into account environmental and economic
objectives. Environment management consists of
organizing different environmental initiatives to address
ecological issues to prevent ecological disaster as well as
aiding in environmental crises and finding appropriate
solutions.
Experience Designing products and services with a focus placed on DMM Team 1.2.2
Driven Design the quality of the customer experience delivered by the
product or service and any associated customer
engagements.
External An external talent pool is a repository which stores talent Adapted from 5.2.5
Talent Pool profiles of people outside the organization. https://carerix.com/en/tal
ent-pool-definition-
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Where
used
structure-and-effective-
application/
7. Terminology - F
Where
used
Fraud Fraud Management Operations is the execution of day- DMM Team 4.4.7
Management to-day activities involved in planning and managing
Operations business processes related to fraud mitigation and
control in order to effectively reduce or eliminate
exposure to fraud.
Fully The term "fully" refers to the entire set of elements in a Collins Dictionary Multiple
population, i.e. If something happens or exists fully, it Locations
happens or exists to a full extent, that is completely.
Functional vs A functional role only has applicability within a specific DMM Team 6.1.7 L
Organizationa function whereas as organizational role has applicability
l roles across the organization.
Functions Functions in the Digital Maturity Model are synonymous ODF Terminology - GB1000 Levels
to organizational functions or organizational units.
An organizational function delivers business capabilities
closely aligned to an organization, but not explicitly
governed by the organization (Ref to ODF Terminology -
Organizational function).
An organizational unit is a well-defined unit of resources
with goals, objectives, and measures. Organizational
units may include external parties and business partner
organizations. (Ref to ODF Terminology - Organizational
unit)
8. Terminology - G
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9. Terminology - H
10. Terminology - I
/
Where
used
Inclusion In DMM, inclusion is defined as the deliberate actions DMM Team 5.1.6
meant to include a diverse representation of people or
their views into an organization or a decision without
any form of discrimination. Inclusion helps in removing
the notion of prejudice or bias for a holistic
representation.
IoT A system of interrelated computing devices, mechanical Tech Target 3.5.4

and digital machines, objects, animals or people that are (https://internetofthingsag
provided with unique identifiers (UIDs) and the ability to enda.techtarget.com/defin
transfer data over a network without requiring human- ition/Internet-of-Things-
to-human or human-to-computer interaction. IoT)
11. Terminology - J
12. Terminology - K
Term Definition Origin Context/ Where used
KPI Key Performance Indicator (requires a formula). DMM Team 2.3.3
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13. Terminology - L
Where
used
Legacy Legacy Operations represent an old method of operation "Merriam-Webster". 4.4.8

Operations relating to or being a previous or outdated operation Retrieved June 22, 2013.
method or process, still in use. Often referencing
operations as "legacy" means that it paved the way for
the standards that would follow it. This can also imply
that the operations method or process is out of date or
in need of replacement.
14. Terminology - M
Where
used
Master Data Master data is the consistent and uniform set of Gartner Glossary 6.1.3
identifiers and extended attributes that describes the https://www.gartner.com/
core entities of the enterprise including customers, en/information-
prospects, citizens, suppliers, sites, hierarchies and chart technology/glossary/mast
of accounts er-data-management-
mdm
Metadata Data about data, of any sort in any media, that describes The Open Group: 6.1.1
the characteristics of an entity. https://pubs.opengroup.or
g/architecture/togaf9-
doc/arch/
Microservices Microservices is a variant of the service-oriented ODF Termonology,D75 3.2.2

architecture (SOA) architectural style that structures an Inherited from TMF071
application as a collection of loosely coupled services. In "Terminology for ZOOM"
a Microservices architecture, services should be fine- R17.5, Adapted from
grained, and the protocols should be lightweight. The Wikipedia
benefit of decomposing an application into different
smaller services is that it improves modularity and
makes the application easier to understand, develop and
test. It also allows for parallelism in development by
enabling small autonomous teams to develop, deploy
and scale their respective services independently. It also
allows the architecture of an individual service to
emerge through continuous refactoring. Microservices-
based architectures enable continuous delivery and
C2 General

Where
used
deployment (i.e., DevOps).

In TR224, "Name" is not defined but several
characteristics of Name are provided, i.e.,
• That we provide for many names, by having a Set of
names for an Entity.
• Because names can’t be guaranteed to be globally
unique, each name will have its context (scope) stored
with it.
• A name should be unique within its defining context.
• It should also have a reference to its naming authority.
Microservices Microservices is a variant of the service-oriented Inherited from TMF071 3.2.2

Architecture architecture (SOA) architectural style that structures an "Terminology for ZOOM"
application as a collection of loosely coupled services. In R17.5, Adapted from
a Microservices architecture, services should be fine- Wikipedia
grained, and the protocols should be lightweight.
Mostly The term "mostly" refers to the majority of the Collins Dictionary Multiple
population of elements or the majority of a group of Locations
things or people. A pragmatic interpretation could be
three quarters or more up to 99%
15. Terminology - N
16. Terminology - O
Where
used
Omni channel Omni channel is the seamless integration of digital and DMM Team 1.2.6
physical assets. (Gartner)
It is achieved by integrating all channels available to
users for seamless continuity of interactions. 'Omni
channel Experience' is the seamless continuity of
experience across channels facilitated to engage with
customers.
C2 General

Where
used
Onboarding Onboarding is the process that users go through to DMM Team 1.2.5
become a customer of an organization's product or
service. This might typically include some of the
following activities: product discovery, product selection,
account registration, payment, delivery, installation,
training and support. The onboarding experience can be
critical to the ongoing relationship with a customer.
Open API The successful rollout of Application Programming DMM Team 3.2.6
Adoption Interfaces which comply with open API standards
Open Source Open Source solutions can be freely accessed, used, Adapted from the Open 3.2.3
(Solutions) changed, and shared (in modified or unmodified form) Source Initiative:
by anyone. They are made by many people and https://opensource.org/
distributed under licenses that comply with the Open
Source Definition.
Operating An operating model is the blueprint for how value will be Gartner:- 4.1.1
Model created and delivered to target customers. An operating https://www.gartner.com/
model brings the business model to life; it executes the en/information-
business model. An information technology (IT) technology/glossary/opera
operating model represents how an organization ting-model
orchestrates its IT capabilities to achieve its strategic
objectives. An enterprise operating model describes how
the enterprise configures its capabilities to execute its
actions to deliver business outcomes as defined in the
business model.
Operational Operational security (OPSEC), also known as procedural What is Operational 4.1.4
Security security, is a risk management process that encourages Security? Ellen Zang
managers to view operations from the perspective of an https://digitalguardian.co
adversary in order to protect sensitive information from m/blog/what-operational-
falling into the wrong hands. security-five-step-process-
best-practices-and-more
Operations The identification and management of all IT-related risk Adapted from COBIT 2019 4.1.2
Risk https://www.isaca.org/res
Management ources/cobit
Orchestration Orchestration is the coordination and management of ODF Terminology - TM 3.5.6

systems in an automated fashion. Forum, IG1139
In the context of virtualization, orchestration is the ONAP, TR269
central arranging, sequencing and automated Web services
implementation of tasks, rules and policies to coordinate
logical and physical resources in order to meet a
customer or on-demand request to instantiate,
configure, scale-in and scale-out, network or service
resources. See Reference M05.
In the context of web services, orchestration - the
C2 General

Where
used
central coordinator which can be another Web service -

directs the involved Web services to achieve some end
goal. The involved Web services do not "know" - and do
not need to know - that they are involved in an
aggregation process and that they are taking part in a
higher-level business process. Only the central
coordinator of the orchestration is aware of the end
goal.
Organization An organization is an administrative and functional DMM Team Levels

structure of people and resources that pursue defined
business objectives.
Outside-In An outside-in view evaluates customer experience from DMM Team 1.1
view the customer's perspective. The focus is on evaluating
the product/service experience as actually perceived by
the customer rather than evaluating the product/service
performance based on internal functional measures
which may not capture the real experience. For example,
when viewing a streaming video on a mobile device, the
customer's primary concern is that the video starts
quickly, plays smoothly, and has good sound and picture
quality - underlying functional measures such as latency,
bandwidth, bit error rates etc. are important but they do
not always reflect the customer experience. An outside-
in view can also help to break down functional silos,
since more than one function may need to co-operate to
deliver a good outside-in experience.
17. Terminology - P
Where
used
Partially The term "partially" refers to a limited number of the Collins Dictionary Multiple
population of elements, i.e. If something happens or Location
exists partially, it happens or exists to some extent, but s
not completely.
Partner A partner is a party role with a risk and reward stake ODF Terminology - EBA 2.2.3
who actively participates to create value. TAW Irving 2018
Partner On- The process partners go through to become part of an DMM Team 4.2.6
boarding organization's ecosystem. This might include activities
such as: selection, sharing, registration, training and
C2 General

Where
used
support.
Personal Methods for controlling access to one’s personal DMM Team 1.4.4
information information through use of technology.
control
Personalizatio Rather than a product or service being one-size-fits-all, DMM Team 1.1.1.
n the supplier modifies the product or service on a per-
user basis to more closely meet the needs of that user.
Physical Digital techniques used in the protection of personnel, TechTarget: 3.3.4

Security hardware, software, networks and data from physical https://searchsecurity.tech
actions and events that could cause serious loss or target.com/definition/phy
damage to an enterprise, agency or institution. This sical-security
includes protection from fire, flood, natural disasters,
burglary, theft, vandalism and terrorism
Portfolio The collection of all the products and services offered by DMM Team 1.2.4
a company.
Portfolio Ensuring the organization offers the right balance of DMM Team 2.5.1
Balancing products and services to meet customer needs and
ensure an ongoing revenue stream
Portfolio Centralized management of one or more portfolios Adapted from Project Multiple
Management (digital products and services) that enable executive Management Institute Location
management to meet organizational goals and https://www.pmi.org/lear s
objectives. ning/thought-leadership/s
eries/portfolio-
management
Products and A product is any component or composite service that is 1TMF071 and 2TOGAF Multiple
Services sold and has commercial terms associated with it – (C186) respectively Location
typically a price and possibly an SLA, as defined by TM s
Forum Catalogue Management.1
A service is a repeatable business activity; a discrete
behavior or requirement that a building block may be
requested or otherwise triggered to perform, exposed
through a simple interface, as a technical capability, that
abstracts the underlying complexity acting as a black
box2
C2 General
18. Terminology - Q
19. Terminology - R
Where
used
Release "Release management is the process of managing, Humble, Jez; Farley, David 4.3.2
Management planning, scheduling and controlling a software build (2011). Continuous
through different stages and environments" Delivery: reliable software
releases through build,
test, and deployment
automation. Pearson
Education Inc.
p. 110. ISBN 978-0-321-
60191-9.
Revenue Revenue Management Operations is the execution of DMM Team 4.4.6

Management day-to-day activities involved in planning and managing
Operations business processes related to maximizing revenues and
profits.
Roadmap An abstracted plan for business or technology change, DMM Team 2.5.2,
typically operating across multiple disciplines over 2.6.5,
multiple years. Normally used in phrases like Technology 3.2.1,
Roadmap, Architecture Roadmap, etc.
20. Terminology - S
Term Definition Origin Conte
xt/
Where
used
Safe To Safe-to-fail in the context of DMM applies to DMM Team 5.1.4

Fail organization environments where teams and their
members can feel comfortable being creative without
the fear of blame or repercussions if they aren't
successful. This creates a culture that tolerates taking
initiatives and learning from outcomes without focusing
C2 General

xt/
Where
used
on penalties.
Self- A user can self-configure a product or service to more DMM Team 1.1.3
Customiza precisely meet their needs, usually via a digital interface.
tion
Service Service Assurance is considered an operational process Adapted from TM Forum 4.4.1
Assurance in the Business Process Framework (eTOM) that is TR229A User Stories for
mostly to do with handling and rectifying fault Hybrid Infrastructure
conditions including inconsistences. Platform R17.0.1
https://projects.tmforum.
org/wiki/pages/viewpage.
action?pageId=81744793
Service/ “SRE is fundamentally doing work that has historically Adapted from Ben 4.4.2
Site been done by an operations team, but using engineers Traynor, VP of engineering
Reliability with software expertise and relying on the fact that at Google and founder of
Engineeri these engineers are inherently both predisposed to, and Google SRE
ng have the ability to, substitute automation for human
labor.”
Single A single customer view is the presentation of DMM Team 1.3.2

Customer aggregated, consistent and holistic data an organization
view has on a particular customer based on a 'single source of
truth'.
Single Ensures everyone in the organization bases business DMM Team Multip
source of decisions on the same data. le
truth Locati
ons
SOA A set of principles and methodologies for designing and Adapted from NIST 3.2.2
developing software in the form of interoperable
services. These services are well-defined business
functions that are built as loosely coupled software
components (i.e., discrete pieces of code and/or data
structures) that can be reused for different purposes and
generally called by API's.
Social Ties Social ties encourage customer loyalty to a brand by DMM Team 1.1.8
establishing relationships between customers of that
brand. For example, Nike+ allows its customers to
compete against each other and compare training
progress, while Spotify allows friends to share playlists
via its platform.
Some By functions it is meant functional entities i.e. Pragmatic definition Multip

functions departments, division, line of businesses or whatever le
C2 General

xt/
Where
used
v most functional decomposition is relevant for the organization Locati

functions at hand. ons
The term "some" indicates that the majority of functions
within the organization are exclusive, in other words
most functions are excluded and only a few are included.
Likewise, the term "most" indicates that the majority of
functions are inclusive, in other words most functions
are included and only a few are excluded.
Structural Structural ties encourage customer retention by making DMM Team 1.1.9
Ties it inconvenient for a customer to move to another
supplier. Structural ties can negatively or positively
impact customer experience. For example, banks have
very low churn not always out of loyalty, but because it
is not easy to change bank accounts. Apple, on the other
hand, creates loyalty by integrating convenient
functionality such as FaceTime across its product line
which is lost when moving to a non-Apple product.
Supply Supply chain operations is the activities systems, Adapted from Centric 4.4.3
Chain structures and processes that plan and execute the flow Consulting
Operation of goods and services from supplier to customer.
s
21. Terminology - T
/ Where
used
Taxonomy Taxonomy is the practice of classifying things or adapted from 6.1.1 L

concepts. A taxonomy is a searchable, hierarchical https://help.sap.com
structure. It allows a logical grouping of assets.
Technology Technology governance controls how an organization Adapted from TOGAF 3.1
Governance utilizes technology in the research, development, and
production of its goods and services. Although it may
include IT governance activities, it often has broader
scope. Technology governance is a key capability,
requirement, and resource for most organizations
because of the pervasiveness of technology across the
organizational spectrum.
Technology The Technology Governance Framework is a framework, Adapted from TOGAF 3.1.1
C2 General

/ Where
used
Governance which is intended to assist in identifying effective

Framework processes and organizational structures, so that the
business responsibilities associated with Technology
Governance can be elucidated, communicated, and
managed effectively.
Technology Technology strategy is the overall plan which consists of DMM Team 3.2.1
Strategy objectives, principles and tactics relating to use of
technologies within a particular organization. Such
strategies primarily focus on the technologies
themselves and in some cases the people who directly
manage those technologies.
Total Total reward covers all aspects of work that are valued Chartered Institute of 5.2.1
Rewards by people, including elements such as development Personnel and
opportunities and/or flexible working, in addition to the Development definition:
wider pay and benefits package. Total reward has https://www.cipd.co.uk/kn
implications for cultural change as it can focus in part on owledge/strategy/reward/
employee empowerment strategic-total-
factsheet#7366
Transformati Establishment and oversight of policies, organizational DMM Team 2.6.7

on and management practices to drive business change.
Governance
Transformati An abstracted plan for business or technology change, Ref TOGAF 9.2 2.6.5
on Roadmap typically operating across multiple disciplines over
multiple years. Normally used in the phrases Business
Transformation, Digital Transformation, Technology
Roadmap, Architecture Roadmap, etc.
22. Terminology - U
/ Where
used
Users Persons who use or operate a product or service Emmanuel 1.4.4
23. Terminology - V
C2 General

Where
used
Value A value stream is a representation of an end-to-end ODF Terminology - GB1000 Multiple

Streams collection of value-adding activities that create an overall Location
result for a customer, stakeholder or end-user. s
Virtualizatio Virtualization uses software to create an abstraction Adapted from IBM:- 3.5.1
n layer over computer hardware that allows computer
hardware elements —processors, memory, storage and https://www.ibm.com/clo
more—to be divided into multiple virtual computers, ud/learn/virtualization-a-
commonly called virtual machines (VMs). Virtualization complete-guide
can be used to implement many IT and network
functions on generic computer servers, removing the
need to buy typically more expensive, and less flexible,
dedicated hardware.
Voice of the Voice of the Customer' combines explicit and implicit DMM Team 1.3.3
Customer feedback from the customer based on the capture of
customer experience, expectations, preferences and
aversions.
24. Terminology - W
Where
used
Wireless Wireless connectivity uses the radio spectrum rather Adapted from Gartner:- 3.5.2
Connectivity than a physical medium to allow digital and analogue https://www.gartner.com/
communication between entities. en/information-
technology/glossary/wirel
ess-data-communication
25. Terminology - X
26. Terminology - Y
27. Terminology - Z
C2 General
28. Administrative Appendix

This Appendix provides additional background material about the TM Forum and this
document. In general, sections may be included or omitted as desired; however, a Document
History must always be included.
28.1. Document History

28.1.1. Version History
Version Number Date Modified Modified by: Description of changes

1.0.0 31-Jul-2020 Eamonn Mullally Initial document
28.1.2. Release History
Release Date Modified by: Description of changes

Status Modified
Pre- 31-Jul-2020 Eammon Initial document
production Mullally
Production 23-Sep-2020 Adrienne Walcott Updated to reflect TM Forum Approved
Status
28.2. Acknowledgments
This document was prepared by the members of the TM Forum Digital Maturity Model &
Metrics Project team:
28.2.1. TM Forum Members:

Member Title Company Email
Emmanuel A. Chief Technical Expert & Huawei emmanuel.otchere@huawei.com

Otchere VP, Standards & Industry Technologies Co.
Dev. Ltd
Arnold Enterprise Bus. & IT Orange arnold.buddenberg@orange.com

Buddenberg digital transformation
architect
Marc Managing Consultant Wipro marc.cheboldaeff@wipro.com

Cheboldaeff Technologies
Lasse Degner Management Consultant Detecon lasse.degner@detecon.com
C2 General
Member Title Company Email
International
Silvia Managing Consultant Detecon silvia.flachowsky@detecon.com

Flachowsky International
Jonathan Consultant Huawei jonathan.hopkinson@huawei.com

Hopkinson Technologies Co.
Ltd
Adolfo Magan Enterprise Architect Salesforce amagan@salesforce.com
Eamonn Business Architect Vodafone Group eamonn.mullally@vodafone.com

Mullally
28.2.2. TM Forum Staff:
TM Forum Title Company Email
Aaron Richard Earl Vice President, AI and Customer TM aboasman@tmforum.org

Boasman-Patel Experience Forum
Alfred Anaya- Director Frameworx Conformance TM aanaya@tmforum.org

Dubernard and Digital Maturity Services Forum
Jan Lowdon Agile Project Manager TM jlowdon@tmforum.org

Forum
C2 General

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TM Forum Reference

Digital Maturity Model Glossary

Release Status: Production Approval Status: TM Forum Approved

TM Forum 2020. All Rights Reserved.

© TM Forum 2020. All Rights Reserved. Page 2 of 27

Direct inquiries to the TM Forum office:

4 Century Drive, Suite 100

© TM Forum 2020. All Rights Reserved. Page 3 of 27

© TM Forum 2020. All Rights Reserved. Page 4 of 27

28.1. Document History........................................................................................27

© TM Forum 2020. All Rights Reserved. Page 5 of 27

© TM Forum 2020. All Rights Reserved. Page 6 of 27

API An application programming interface (API) is an Gartner:- 3.2.6

Artificial Artificial Intelligence is: TMF071 ODF Terminology 3.4.1

© TM Forum 2020. All Rights Reserved. Page 7 of 27

© TM Forum 2020. All Rights Reserved. Page 8 of 27

Term Definition Origin Context/

Cloudification Cloudification is the conversion of applications, data Cornell University: 3.5.7

Continuous Continuous delivery is an extension of continuous https:// 4.3.4

Continuous Return on investment improves incrementally DM Team 2.3.3

Continuous Continuous Integration means multiple developers Circleci Blog: 4.3.4

© TM Forum 2020. All Rights Reserved. Page 9 of 27

Term Definition Origin Context/

Customer A customer is a person or organization that buys ODF Terminology Multiple

Customer The objective measurement of delivered Customer DMM Team 1.2.7

Customer A measure of a customer's confidence in an organization, DMM Team 1.4

Cyber Cybersecurity is the protection of internet-connected TechTarget 3.3.3

© TM Forum 2020. All Rights Reserved. Page 10 of 27

Data Data Integrity is the overall completeness, accuracy https:// 6.2.6

© TM Forum 2020. All Rights Reserved. Page 11 of 27

Term Definition Origin Context/

DevOps DevOps (a clipped compound of "software ODF Terminology D111 4.3.3

© TM Forum 2020. All Rights Reserved. Page 12 of 27

Ecosystem An ecosystem is a community of interrelated ODF Terminology - Based Multiple

Ecosystem Ecosystem management is the organizing, planning, DMM Team Multiple

Edge Edge computing is a distributed computing paradigm DMM Team 3.5.8

© TM Forum 2020. All Rights Reserved. Page 13 of 27

Term Definition Origin Context/

© TM Forum 2020. All Rights Reserved. Page 14 of 27

IoT A system of interrelated computing devices, mechanical Tech Target 3.5.4

KPI Key Performance Indicator (requires a formula). DMM Team 2.3.3

© TM Forum 2020. All Rights Reserved. Page 15 of 27

Legacy Legacy Operations represent an old method of operation "Merriam-Webster". 4.4.8

Microservices Microservices is a variant of the service-oriented ODF Termonology,D75 3.2.2

© TM Forum 2020. All Rights Reserved. Page 16 of 27

Term Definition Origin Context/

deployment (i.e., DevOps).

Microservices Microservices is a variant of the service-oriented Inherited from TMF071 3.2.2

© TM Forum 2020. All Rights Reserved. Page 17 of 27

Term Definition Origin Context/

Orchestration Orchestration is the coordination and management of ODF Terminology - TM 3.5.6

© TM Forum 2020. All Rights Reserved. Page 18 of 27

Term Definition Origin Context/

central coordinator which can be another Web service -

Organization An organization is an administrative and functional DMM Team Levels

© TM Forum 2020. All Rights Reserved. Page 19 of 27

Term Definition Origin Context/

Physical Digital techniques used in the protection of personnel, TechTarget: 3.3.4

© TM Forum 2020. All Rights Reserved. Page 20 of 27

Revenue Revenue Management Operations is the execution of DMM Team 4.4.6

Safe To Safe-to-fail in the context of DMM applies to DMM Team 5.1.4

© TM Forum 2020. All Rights Reserved. Page 21 of 27

Term Definition Origin Conte

Single A single customer view is the presentation of DMM Team 1.3.2