Category: (3) eTOM Process Type
Process Identifier: 1.3.3.3
Original Process Identifier: 1.1.1.5.4
Maturity Level: 4
Ensure customer provisioning activities are assigned, managed and tracked efficiently to meet the agreed committed availability date
The objective of the Track & Manage Customer Order Handling processes is to ensure customer provisioning activities are assigned, managed and tracked efficiently to meet the agreed committed availability date. Responsibilities of these processes include, but are not limited to: • Scheduling, assigning and coordinating customer provisioning related activities; • Generating the respective service order creation request(s) to Issue Service Orders based on specific customer orders; • Escalating status of customer orders in accordance with local policy; • Undertaking necessary tracking of the execution process; • Adding additional information to an existing customer order; • Modifying information in an existing customer order; • Modifying the customer order status; • Canceling a customer order when the initiating sales request is cancelled; • Monitoring the jeopardy status of customer orders, and escalating customer orders as necessary • Indicating completion of a customer order by modifying the customer order status. Note that some specific product components may be delivered directly by other parties. In these cases the Track & Manage Customer Order Handling process is responsible for initiating requests, through other Party Requisition Management for the delivery by the other Party of the specific product components.
Reserved for future use.
Reserved for future use.
Reserved for future use.
Reserved for future use.
The objective of the Track & Manage Customer Order Handling processes is to ensure customer provisioning activities are assigned, managed and tracked efficiently to meet the agreed committed availability date.
Responsibilities of these processes include, but are not limited to: · Scheduling, assigning and coordinating customer provisioning related activities; · Generating the respective service order creation request(s) to Issue Service Orders based on specific customer orders; · Escalating status of customer orders in accordance with local policy; · Undertaking necessary tracking of the execution process; · Adding additional information to an existing customer order; · Modifying information in an existing customer order; · Modifying the customer order status; · Canceling a customer order when the initiating sales request is cancelled; · Monitoring the jeopardy status of customer orders, and escalating customer orders as necessary; and · Indicating completion of a customer order by modifying the customer order status. Note that some specific product components may be delivered directly by suppliers/partners. In these cases the Track & Manage Customer Order Handling process is responsible for initiating requests, through S/P Requisition Management for the delivery by the supplier/partner of the specific product components.
Enterprise sales Order staff
This was created from the Frameworx 16.0 Model