eTOM and SID The Fulfillment capabilities are addressed by the eTOM Fulfillment business process at customer, service and resource management levels. Each of this level identifies processes and functions that manipulate specific entities defined in SID Product, Service and Resource Domains. The following points present the eTOM fulfillment business process and associated SID domains that are applicable to the Fulfillment process: • The Order Handling processes are responsible for accepting customer orders from CRM systems, determining order feasibility, issuing and tracking new product orders as well as modification or cancellation of open product orders. Customer orders consist of product orders (or order lines) which are translated into actionable sub-orders including service orders resulting from the decomposition of Products in its Services components (commercial aspect of a service). The execution and management of service orders is handed over to Service Configuration & Activation processes. • The Service Configuration and Activation processes encompass allocation, implementation, configuration, activation and testing of specific services to meet customer requirements. They are responsible to issue and track service orders, each of which being translated into actionable sub-orders including resource orders resulting from the decomposition of Services in its Resources components. The execution and management of resource orders is handed over to Resource Provisioning processes. • The Resource Provisioning processes encompass allocation, installation, configuration, activation and testing of specific resources to meet the service requirements. They are responsible to issue and track resource orders down to commands to network elements, element managers, value added service platforms and other external systems.
