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AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION

TM FORUM INFORMATION FRAMEWORK (SID)

DOMAIN BUSINESS ENTITIES RELEASE 9.0

For the Shared Information/Data model please refer to the TM Forum document suite GB922 v9.0 at www.tmforum.org. An electronic copy of this poster is available at http://www.amdocs.com/Offerings/about/Pages/Posters.aspx | SID poster design © Amdocs. SID content © TM Forum 2010
STRATEGY & COMMIT INFRASTRUCTURE LIFECYCLE MANAGEMENT PRODUCT LIFECYCLE MANAGEMENT OPERATIONS SUPPORT & READINESS FULFILLMENT ASSURANCE BILLING
MARKET/ SALES

MARKET STRATEGY AND PLAN SALES CHANNEL SALES STATISTICS CONTACT/LEAD PROSPECT PRODUCT USAGE
Supports the business plans and strategies on how to address the market Represents occurrences of employing a Product for its intended purpose.
with appropriate products and channels. Keeps track of distribution channels and sales activities, sales quotas, sales Maintains sales forecasts, new service requirements, customer needs, and Provides the ability to track sales leads through their life cycle up until the
contests, commission/bonus plans, commissions/bonuses, and maintains groups customer education, as well as calculating key performance indicators about time the leads become customers, including lead and contact information, Product Usage is defined by a Product Usage Specification and its associated
of individuals that make up the sales force. Sales & Marketing revenue and sales channel performance. sales prospects, proposals made to potential customers, and the amount of Product Usage Specification Characteristic entities. Product Usage is an
potential revenue the leads represent in the form of a sales pipeline. enrichment of Service Usage records and can be static (files with pre defined
MARKET SEGMENT usage records) or dynamic (as part of a synchronous protocol)
Supports market segments, market statistics, and forecasts.
MARKET STATISTIC MARKETING CAMPAIGN
A categorization of performance measures by Market Segment. Performance
is measured for the Service Provider and a Service Provider’s Competitors MEDIA
in the market place. A mechanism by which Marketing Campaigns, Product Promotions, and
Product Placements are be launched into the marketplace. It describes such
PARTY DEMOGRAPHIC
A feature or quality used to make recognizable or to define a Party playing
mechanisms as the press, radio, trade shows, internet, and so forth. It is also
used to advertise other provider Product Promotions and Product Placements.
CUSTOMER BILL COLLECTIONS
a Party Role, such as age, income, education, revenue, and so forth. Handles credit violations, actions for overdue debts, and facility billing audits.
PARTY PROFILE
A match between a Party and a Party Profile Type. It is based on matching
Party Demographics and other Party characteristics, such as use of a product,
CUSTOMER BILL INQUIRY
with the characteristics of a Party Profile Type. A Party Profile Type is
Characteristics used to group Parties for the formulation and targeting of PRODUCT SPECIFICATION PRODUCT PERFORMANCE PRODUCT Represents invoice inquiries associated with invoices sent to customers and
handles disputes and adjustments on individual charges, invoices, and accounts.
MarketingCampaigns. Profile Types can be based on Party Demographics, Defines the functionality and characteristics of product offerings made available
Geographic Areas, Product Offerings, and Market Segments.User-defined Handles product performance goals, the results of end-to-end product PRODUCT PRICE
to the market. performance assessments, and the comparison of assessments against goals. An amount, usually of money, that represents the actual price paid by a
Data Points can also be specified.
The results may include the identification of potential capacity issues. Customer for a purchase, a rent or a lease of a Product. The price is valid CUSTOMER BILL
for a defined period of time.
Handles real-time and non-real-time Call Detail Records (CDRs)
COMPETITOR PRODUCT OFFERING and other sources of data that result in invoice items. The
Represents tangible and intangible goods and services made Customer Bill ABE also represents the format of a bill, schedule
Identifies other providers who compete in the same market segments,
available for a certain price to the market in the form of product the production of bills, customer invoicing profiles, all the
accumulates intelligence about the competitors, including products
catalogs. This ABE is also responsible for targeting market financial calculations necessary to determine the total of the
(price, Key Performance Indicators and so forth).
segments based on the appropriate market strategy. bill (except for rating and rating discounts), and credits and
COMPETITOR INTELLIGENCE CUSTOMER CUSTOMER SLA
Facts gathered about a Competitor’s plans and activities. These facts can be PRODUCT CATALOG adjustments to bills.
used to perform Competitor Strength, Weakness, Opportunity, Threat (SWOT) A list of Product Offerings made available for sale or procurement using some Is the focus for the Customer domain. Customer data is the enterprise’s Is a special case of the Service Level Agreement ABE where an involved party
other method, with prices and illustration. A Product Catalog could take on knowledge of the customer and accounts held by a customer. in the agreement is a Customer. See the Agreement ABE in the Common CUSTOMER BILLING CREDIT
analysis in order to better understand a Competitor. The amount of a deduction that can be applied against an amount charged
the form of a book or on the web. Product Catalogs can be used by Customers Business Entity Domain for details.
during a self-care ordering process and may be used across one or more for a Product on a Customer Bill. Billing credits are typically governed by
COMPETITOR PRODUCT CORRELATION Product Price Rule(s) and Product Price Alteration(s).
A comparison or relationship between an enterprise’s Product Offering with Distribution Channels.
a Competitors' Product Offerings. Information about the correlation may CUSTOMER BILLING STATISTIC
include Market Segments, Product Offering life cycle stage, Jurisdiction, or
PRODUCT OFFERING PRICE
An amount, usually of money, that is asked for or allowed when a Product
CUSTOMER ORDER CUSTOMER PROBLEM Collected data derived from Customer Bills. It is defined by Customer Billing
definable Competitor Product Offering Correlation Characteristics. Statistic Specification.
Offering is bought, rented, or leased. The price is valid for a defined period Handles single customer orders and the various types thereof, such as regulated Focuses on technical assistance and problem handling for customers.
of time and may not represent the actual price paid by a customer. and non-regulated orders.
PRODUCT OFFERING PRICE RULE
Policy-based rules used that define the method by which the price for a Product
Offering is determined. These rules are in addition to more basic rules set
CUSTOMER INTERACTION
forth in Product Offering Price and its components. Represents communications with customers, and the translation of customer requests and inquiries into appropriate “events” such as the creation of an customer order, the creation of a customer bill inquiry, or the creation of a customer problem.
PRODUCT

CUSTOMER
STRATEGIC PRODUCT PORTFOLIO PLAN PRODUCT PLACEMENT
Is concerned with the plans of the product portfolio, which product offerings A description of how Product Offerings are marketed, such as via direct mail. CUSTOMER STATISTIC
to make available to each market segment and the plans to development and A Product Placement contains qualitative statements, or assessments that Represents the analysis of customer usage patterns, customer profitability statistics and churn and retention statistics.
deploy product offerings, as well as retirement of products. describe such things as market penetration, product strategy, and so forth.

PRODUCT PROMOTION
The publication of a Product Offering used to encourage Parties to buy, rent, APPLIED CUSTOMER BILLING RATES
or in some other way procure the offering.
Deals with the correlation of related usage for subsequent rating, rates applied
PRICING LOGIC ALGORITHM to the usage (both regulated and non-regulated), discounts to usage, and any
Interface to an external (black box) rating function that rates recurring, taxes due on the rated usage.
one time or usage events.
SERVICE

SERVICE STRATEGY & PLAN SERVICE SPECIFICATION SERVICE SERVICE PERFORMANCE

Represents both customer-facing and resource-facing types of services.
Addresses the need for enhanced or new Services, as well as the retirement Defines the invariant characteristics and behavior of both types of Service Entities in this ABE provide different views to examine, analyze, configure, Collects, correlates, consolidates, and validates various performance statistics
of existing Services, by the enterprise. These entities have a strong dependency entities. This enables multiple instances to be derived from a single specification monitor and repair Services of all types. Entities in this ABE are derived from and other operational characteristics of customer and resource facing service
to both entities in the Resource and Product domains. Resulting efforts, such entity. In this derivation, each instance will use the invariant characteristics Service Specification entities. entities. It provides a set of entities that can monitor and report on performance.
as deciding what Resources to use to host a Service, or what Services are and behavior defined in its associated template. Entities in this ABE focus Each of these entities also conducts network performance assessment against
used to support new Product Specifications, are also supported, as are service on adherence to standards, distinguishing features of a Service, dependencies planned goals, performs various aspects of trend analysis, including error rate
demand forecasts. (both physical and logical, as well as on other services), quality, and cost. In SERVICE CONFIGURATION and cause analysis and Service degradation. Entities in this ABE also manage
general, entities in this ABE enable Services to be bound to Products and run the traffic generated by a Service, as well as traffic trend analysis. This is
using Resources. Represents and manages configurations of CustomerFacingService and important for newer technologies that separate data, control and management
ResourceFacingService entities. It provides details on how the configuration functions for a given Service.
can be changed. The entities depend on entities in the Resource Domain, which
provide the physical and logical infrastructure for implementing a Service.
It defines dependencies between sub-Services used by the higher-level Service.

SERVICE TEST SERVICE TROUBLE SERVICE USAGE

Manages faults, alarms, and outages from a Service point-of-view. This is Collects Service consumption data, and generates Service usage records, for
Tests customer and resource facing service entities. These entities are usually
then correlated to trouble tickets, regardless of whether the cause is physical use by other business entities. The entities in this ABE provide physical, logical,
invoked during installation, as a part of trouble diagnosis, or after trouble
or logical. Other entities in this ABE are used to direct the recovery from each and network usage information. Service Usage can be static (files with pre
repair has been completed.
of these three types of problems. They provide the ability to associate Resource defined usage records) or dynamic (as part of a synchronous protocol)
faults and alarms to degradation and outages of Services that run on those
Resources. These functions are independent of the Resources and technologies
used to build the Service. A third set of entities in this ABE is used to
differentiate between customer-reported problems and network-induced
problems.

RESOURCE RESOURCE TROUBLE RESOURCE USAGE

RESOURCE

Represent the various aspects of a Resource. This includes four sets of entities
RESOURCE STRATEGY & PLAN RESOURCE TOPOLOGY RESOURCE SPECIFICATION that represent: the physical and logical aspects of a Resource; show how to Manages problems found in allocated resource instances, regardless of whether Collects Resource consumption data, and generates Resource usage records,
aggregate such resources into aggregate entities that have physical and logical the problem is physical or logical. Entities in this ABE detect these problems, for use by other business entities. The entities in this ABE provide physical,
Used to plan networks and resource elements both initially and for growth. Defines physical, logical, and network topological information. This information Defines the invariant characteristics and behavior of each type of Resource characteristics and behavior; and show how to represent networks, sub- act to determine their root cause, resolve these problems and maintain logical, and network usage information. Resource usage collection is typically
It will coordinate both logical and physical resource growth. Inputs are budgets is critical for assessing the current state of the network, as well as providing entities. This enables multiple instances to be derived from a single specification networks, network components, and other related aspects of a network. a history of the activities involved in diagnosing and solving the problem. done within the network elements and is exposed to other business entities
from business sources, service forecasts, current and projected network information on how to fix problems, tune performance, and in general work entity. In this derivation, each instance will use the invariant characteristics Detecting problems can be done via software (e.g. responding to an alarm) only as service usage. Synchronous protocols can retrieve resource usage data
utilization, new technologies, and retiring technologies. It handles the lifecycle with the network (both as a whole and with its components). Each of these and behavior defined in its associated template. and/or by hardware (e.g. a measurement or probe) and/or manually from the network elements for use of other applications.
(installation, modification, removal, and retirement) for both logical and topological views provides its own physical, logical, or network related RESOURCE CONFIGURATION (e.g. visual inspection). This includes tracking, reporting, assigning people
physical resources. information that can be used to manage one or more layers in a layered network. Represents and manages configurations of PhysicalResource, LogicalResource, to fix the problem, testing and verification, and overall administration of
and CompoundResource entities. It also provides details how the configuration repair activities.
is changed to meet product, service, and resource requirements, including
activation, deactivation, and testing. Areas covered include verifying resource
availability, reservation and allocation of resource instances, configuring and RESOURCE PERFORMANCE
activating physical and logical resource instances, and testing.
Collects, correlates, consolidates, and validates various performance statistics and other operational characteristics of Resource entities. It provides a set of entities that can
monitor and report on performance. Each of these entities also conducts network performance assessment against planned goals, performs various aspects of trend analysis,
RESOURCE TEST including error rate and cause analysis and Resource degradation. Entities in this ABE also define Resource loading, and traffic trend analysis.
Tests PhysicalResources, LogicalResources, CompoundResources, and Networks.
These entities are usually invoked during installation, as a part of trouble
diagnosis, or after trouble repair has been completed.

SUPPLIERPARTNER PLAN SUPPLIERPARTNER SUPPLIERPARTNER SLA SUPPLIERPARTNER INTERACTION

SUPPLIER/PARTNER

Handles the strategies and the planning of the business relation with Is the focus for the SupplierPartner Domain. SupplierPartner represents the Manages SLA Specification that contain standard components used to negotiate Represents communication with SupplierPartners, and translating SupplierPartner requests and inquiries into appropriate “events”. Initiated by the Service Provider as a Customer such as the requisition for the Wholesale Service, the quotation order for the End-Customer
the SupplierPartner with input from other ABEs, such as MarketSales, enterprise’s knowledge of the SupplierPartner, their accounts and the relations and define SLAs with SupplierPartners. The SupplierPartner SLA ABE also instance, the quotation update Confirmation, requisition for Service Instance Problem reporting or Initiated by the Supplier_Partner such as the proposal for a Wholesale Service Purchase, the quotation proposal, the quotation update proposal, the requisition confirmation the
S/P Performance and Competitor Analysis. the Enterprise has with the SupplierPartner. It also contains all Supplier supports the negotiation and establishment of SLA instances. It also measures order executed and the problem report answer.
Partner agreements and negotiations. performance against the SLAs, and handles inquiries (both internal & external)
about SLAs. It also handles SLA violations and the notification of the
appropriate parties regarding violations. The ABE also identifies discount
reasons for SLA violations and notifies S/P Payment of the discount reasons. SUPPLIERPARTNER ORDER SUPPLIERPARTNER PROBLEM SUPPLIERPARTNER BILL
Deals with problem associated with the Supplier Partner such as a request
Handles single SupplierPartner orders and supervises various types thereof. Monitors the collection process and initiates different actions for overdue
SUPPLIERPARTNER PRODUCT This includes the quotation and order for the SupplierPartner Wholesale
for technical assistance, Bill disputes etc.
bills. It also handles credit violations. The ABE also provides the functionality
Service as well as the quotation and order for the EndCustomer instances SUPPLIERPARTNER PERFORMANCE to register disputes and adjustments on individual charges, invoices,
Represents the Service Provider’s knowledge of the Products that the within the Wholesale service. and accounts.
Service Provider may order from the SupplierPartner Contains data for which performance parameters are established by the
Supplier/Partner SLA ABE. Only data that lies above the agreed tresholds
and that may jeopardise the Service Providers service to the End Customer SUPPLIERPARTNER BILL INQUIRY
is sent by the SupplierPartner. The performance data from the SupplierPartner
is analysed and redirected to the correct Service Mgmt process/actor to decide Monitors the bill Disputes towards the Supplier Partner.
on appropriate actions.

SUPPLIERPARTNER STATISTIC SUPPLIERPARTNER PARTNER PAYMENT

Represents the usage analysis of services purchased from the SupplierPartner,
SupplierPartner profitability statistics and the overall performance of the Monitors the payment process versus the Supplier/Partner.
Supplier/partner.
ENTERPRISE

BUSINESS
COMMON

ROOT PARTY AGREEMENT POLICY

REVENUE ASSURANCE A set of common business entities that collectively serve as the foundation of the SID
business view. This set of entities enables the entities in different domains of the SID
Represents the abstract concept of organization or individual that can play varying
roles during interactions with an enterprise. Roles include customer, supplier/partner,
Represents a contract or arrangement, either written or verbal and sometimes enforceable
by law, such as a service level agreement or a customer price agreement. An agreement
A set of layered ABEs that define specifications (for example, templates) and definitions
of Policy entities that can be used in managing the behavior and definition of entities
REVENUE ASSURANCE CONTROL REVENUE ASSURANCE TROUBLE TICKET REVENUE ASSURANCE ASSESSMENT Framework to be associated with each other, providing greater overall coherence to employee, and so forth. involves a number of other business entities, such as products, services, and resources in other Domains. Policy takes three primary forms. The first is the definition of how
Defines policy-based rules that represent the logical definition of comparisons Represents trouble tickets opened to resolve one or several causes (for example, Measures the effectiveness of Revenue Assurance Controls, Revenue Assurance the information framework. and/or their specifications. policy is used to manage the definition, change, and configuration of other entities.
performed on entities, such as bills and call detail records (CDRs), to identify Revenue Assurance Violations) that resulted in a Revenue Assurance KPI not Objectives, and Revenue Assurance KPIs. Revenue Assurance Assessment TIME The second is the definition of how policy itself is managed. The third is how applications
BASE TYPES Represents Entities used to provide time related functions. This includes scheduling, LOCATION use policies to manage entities.
Revenue Assurance Violations meeting a Revenue Assurance Objective. ABE entities include recommendations of refining controls, objectives, A small simple object, like money or a date range, whose equality isn't based on identity time conflicts and time based presentation support. Currently the Calendar model is Represents the site or position of something, such as a customer’s address, the site of
and KPIs. the only part of the Time ABE. equipment where there is a fault and where is the nearest person who could repair the PROJECT
REVENUE ASSURANCE KPI REVENUE ASSURANCE ACTION/RESPONSE BUSINESS INTERACTION equipment, and so forth. Locations can take the form of coordinates and/or addresses Represents the tools used by project managers to ensure that enterprise objectives of
Models KPIs and Revenue Assurance Objectives whose violation trigger Represents the result of reconciling Revenue Assurance Trouble Tickets by Represents an arrangement, contract, or communication between an enterprise and one USAGE and/or physical representations. quality, cost, and time are achieved by planning and scheduling work. It uses common
REVENUE ASSURANCE VIOLATION or more other entities such as individuals and organizations (or parts of organizations). An occurrence of employing a Product, Service, or Resource for its intended purpose, industry definitions of Project, Work Breakdown Structure and Activity to provide
Revenue Assurance Trouble Tickets. KPIs are defined on Revenue Assurance initiating and performing a series of one or more activities. Revenue Assurance Models discrepancies identified based on applying the rules defined by Revenue Interactions take on the form of requests, responses, and notifications. which is of interest to the business and can have charges applied to it. It is comprised support to project managers.
Violations and on other revenue assurance related entities, such as bills and Action/Response ABE entities also model the root cause for Revenue Assurance Assurance Control entities. of characteristics, which represent attributes of usage.
CDRs. Trouble Tickets based on rules that trigger root cause analysis.