Frameworx Overview Flashcards by Gwynn Bleidd

What is TM Forum Frameworx

Suite of best practices and standards that provides the blueprint for effective, efficient business operations

It is a set of models, maps or templates for the architecture of any enterprise doing business in the digital world

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Why is it spelled Frameworx (with an x)

The X at the end is the collective name for a group of Frameworks with “KS” at the end and supporting material that show you how to implement and use them

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Does Frameworx drive all businesses to transform in the same way?

No, Frameworx design maps out generic components that can be configured in unique ways

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What is the Business Process Framework?

A hierarchical catalog of key processes required to run a digital world enterprise

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What is the Information Framework?

A structured reference model and common vocabulary for the information required by an enterprise

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What is the Application Framework?

A catalog of applications which support and/or implement business processes

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What are the Open APIs?

A set of standard REST based APIs enabling rapid, repeatable, and flexible integration among operations and management systems

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Name the 4 core frameworks?

Business Process Framework
Information Framework SID
TAM Application Framework
Open API

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What do business metrics provide?

Metrics and guidelines to ensure the operation of your enterprise is monitored for efficiency and effectiveness

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How are the four core frameworks structured?

They are structured using domains

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What does a domain represent?

A domain represents a unit correlated to a specific management area.

It provides a common architectural construct for processes, information and applications

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What do the domains represent in the Business Process Framework?

Distinct groups of processes pertinent to a specific management area.

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What do the domains represent in the Information Framework

Collection of (aggregate business entities) whose lifecycle is the responsibility of the management area

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What do the domains represent in the Application Framework

A set of applications that are specific to the management area

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What is the Market/Sales Domain?

It supports the sales and marketing activities to gain business from customers and potential customers

Sales it includes:

Sales Contacts
Leads
Prospects

Market includes:

Market Strategy and Plans
Market Segments
Competitors and their products
Campaign forumlation

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What is the Product Domain?

It’s concerned with the Product Lifecycle and includes:

Strategic portfolio plans
Products offered
Product performance
Product usage statistics
Product instances delivered to the customer

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What is the Customer Domain?

It represents individuals or organizations that obtain products from an enterprise, such as a service provider, and includes:

All types of contact with the customer
Management of the relationship and the administration of customer data
Customer bills for products
Collection of payment
Overdue accounts
Billing inquiries
Billing adjustments made as a result of billing inquiries

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What is the Service domain?

It’s concerned with the definition, development and operational aspects of Services used to realize offerings to the market.

It includes:

Agreement on Service levels to be offered
Deployment and configuration of Services
Management of problems in Service installation
Deployment
Usage or performance
Quality analysis and rating
Planning for future services
Service enhancement or retirement
Capacity

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What is the Resource Domain?

It’s concerned with the definition, development and operational aspects of the applications, computing and networks which represent the infrastructure of an enterprise.

It has 3 important objectives;
1- Associate resources to the Products and Services and provide a detailed enough set of Resource entities to facilitate this association

2-Ensure that Resources can support and deliver Products offered by the enterprise

3-Enable strategy and planning processes to be defined

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What is the Engaged Party Domain?

The Engaged Party represents:

Planning of strategies for Engaged Parties
All types of contact with Engaged Parties
The management of the relationship
The administration of Engaged Parties data
Interactions such as requests, bills, disputes and inquiries associated with an Engaged Party

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What is the Enterprise domain?

Provides support and sets policy for the overall business, enterprise or Service Provider.

It also includes activities that are common to all enterprises across all industries such as accounting and human resource management

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What is the Common domain?

Business entities, processes and application that are shared across two or more domains. This domain is uniquely named and specialized in each core framework

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The ____ Domain provides support and sets policy for the overall enterprise?

A) Product
B) Service
C) Common
D) Enterprise

D) Enterprise

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What are the 5 goals that can be achieved by using the Business Process Framework (eTOM)

Provide an enterprise wide process discipline
Manage complex business relationships
Be consistent and re-use
Develop clearer IT requirements
Reduce management time and cost

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Name the 8 Business Process Framework domains.

1. Market / Sales 2. Product 3. Customer 4. Service 5. Resource 6. Engaged Party 7. Enterprise 8. Common Process Patterns

Which domain in the Business Process Framework contains processes, such as Cataloging, Capacity Management, Configuration Specification and Configuration Management? A) Customer B) Market / Sales C) Common Process Patterns D) Engaged Party

C) Common Process Patterns

What is the purpose of a core process?

It manages the lifecycle of one or more key business entities?

What is the naming process for a core process?

Use a noun or nouns in the name. Typically the name begins with one or more nouns that represent the key business entity whose lifecycle is being managed

What does a task typically manage?

Each task typically manages a single state in the lifecycle of a key business entity

What would you use the Business Process Framework for (Name 5)

- Define project scope - Transform business processes - Support procurement requests - Map roles/ organizations - Focus process related discussions

How many levels of core processes can be in the decomposition? A) One B) Any number C) Two D) Three

B) Any number

What is the difference between a core process and a first level task process? A) There is no difference B) Only the naming convention C) A core process can cross domains, while a first level task process cannot D) A core process manages the lifecycle of a key business entity while a first level task process typically manages a single state in the lifecycle of a key business entity

D) A core process manages the lifecycle of a key business entity while a first level task process typically manages a single state in the lifecycle of a key business entity

What are the three key concepts that make up the structure of the Business Process Framework? A) Vertical process groupings, core processes and tasks B) Domains, core processes, tasks C) Domains, vertical process groupings, tasks D) Core processes, horizontal process groupings and tasks

B) Domains, core processes, tasks

What are two goals of the Business Process Framework? A) Create consistent process flows and applications B) Understand application portfolios and keep management time and cost the same C) Reducing management time and cost and understand interfaces D) Provide an enterprise wide process discipline and manage complex business relationships

D) Provide an enterprise wide process discipline and manage complex business relationships

How many domains are in the Business Process framework (eTOM) ?

What goals can be achieved by using the Information Framework (SID)

- Reducing time to market/introduction of new technologies - Reducing the cost of integration - Support multiple implementations from a single model - Facilitate new/existing development - Reduce management time and cost

What are the 8 domains for the Information Framework (SID)

- Market/Sales - Product - Customer - Service - Resource - Engaged Party - Enterprise - Common Business Entities

What are two goals of the Information Framework (SID)? A) Having it aligned with the application Framework and reducing management time and cost B) Reducing time to market and keeping application development costs the same C) Having it aligned with the Business Process Framework and providing a standard information vocabulary D) Reducing time to market and reducing the cost of integration

D) Reducing time to market and reducing the cost of integration

What is a Business Entity?

It represents something of interest to the business. Ex: Customer, Customer Order, Customer Account

What is an Aggregate Business Entity?

Grouping of the business entity and it's dependent entities

What are the Information Framework(SID) uses?

- Defining project scope - Starting point for database development - Developing application program interfaces - Facilitating application integration - Supporting procurement requests

What are the three key concepts that make up the structure of the Information Framework (SID)? A) Domains, attributes, and associations B) Domains, Aggregate Business Entities, and entities C) Domains, Aggregate Business Entities, and attributes D) Aggregate Business Entities, attributes and associations

B) Domains, Aggregate Business Entities, and entities

How many levels of Aggregated Business Entities can be in the Information framework (SID)? A) One B) Any number C) Two D) Three

B) Any number

What is the name of the domain that contains ABEs that could be placed in more than one other domain? A) Common B) Common Business Entities C) Shared D) Shared Business Entities

B) Common Business Entities

What is true about an Aggregate Business Entity and an entity? A) They both represent the same concept B) The naming conventions are the same C) An entity can belong to many domains, while a Aggregate Business Entity cannot D) An Aggregate Business Entity is a collection of entities

D) An Aggregate Business Entity is a collection of entities

What are the goals of the Application Framework?

- Provide a common application language - Provide standard application requirements - Enable automation - Facilitate merges and acquisitions - Guide efficient system architecture development and deployment

What are the 8 domains of the Application Framework?

- Market / Sales - Product - Customer - Service - Resource - Supplier Partner (Not yet replaced with Engaged Party) - Enterprise - Cross Domains

What is the additional domain in the Application Framework that is not present in the Business or Information Frameworks?

Integration Infrastructure

What other two concepts make up the Application Framework (in addition to Domains)

Application and Functionality

What are the 3 basic themes for Application framework Functionalities?

- Task centric - Entity centric - Utility centric

The ______ domain includes specifically common applications, which cross two or more domains in the Application Framework? A) Enterprise B) Service C) Resource D) Cross

D) Cross

What are some of the Application Framework (TAM) uses?

- Defining project scope - Supporting procurement requests - Cataloging application functionality - Designing an application architecture - Identifying application owners and users

What are the three key concepts that make up the structure of the Application Framework (TAM)? A) Vertical application groupings, domains and functions B) Domains, applications and functions C) Domains, vertical application groupings, and applications D) Vertical application groupings, applications and functions

B) Domains, applications and functions

How many domains are in the Application Framework (TAM)? A) 5 B) 8 C) 9 D) 6

C) 9

What are two goals of the Application Framework (TAM)? A) Provide a common application language and facilitate mergers and acquisitions B) Understand application portfolios and define information requirements C) Understand application portfolios and define process requirements D) Provide an enterprise wide application discipline and manage application development time and cost

A) Provide a common application language and facilitate mergers and acquisitions

What are two uses of the Application Framework (TAM)? A) Defining an application architecture and defining interfaces B) Defining project scope and defining interfaces C) Defining interfaces and designing an application architecture D) Defining project scope and designing an application architecture

D) Defining project scope and designing an application architecture

How many levels of applications can be in the framework? A) One B) Any Number C) Two D) Three

B) Any Number

What does API stand for?

Application Program Interface

What are Open APIs?

Open APIS are a suite of standard interface based on the other TM Forum Framework

What are the Open API goals?

- Ensure interoperability - Encourage competition - Reduce customization - Reduce cost - Reduce installation difficulty

What is the API Ecosystem?

A set of standard interfaces that enables rapid, repeatable and flexible integration between service providers working in a partnership

What does REST stand for

Representational State transfer

What are the 8 domains for Open APIs

- Market/Sales - Product - Customer - Service - Resource - Engaged Party - Enterprise - Common

All of the following are goals of the Open APIs except? A) Discourage Competition B) Reduce Install Difficulty C) Reduce Cost D) Ensure Interoperability

A) Discourage Competition

What are the uses of Open APIs?

- Follow a design and implementation blueprint - Create reusable architecture patterns - Integrate systems from multiple vendors - Define new interfaces - Make changes to systems quickly

Which of the following statements regarding Open APIs are true? A) APIs make it easier to create, build and operate complex innovative products and services B) API stands for Application Program Interface C) APIs enables rapid, repeatable, and flexible integration among operations and management systems D) All of the above statements are true

D) All of the above statements are true

What else does the Open APIs provide in addition to interfaces? A) Guidelines for developing enhancements to the Information Framework and Application Framework B) Reference implementations and test suites C) Test suites and TM Forum conformance certification D) Reference implementations, test suites and TM Forum conformance certification

B) Reference implementations and test suites

What is REST? A) Remote State Transaction B) Remote State Transfer C) Representational State Transfer D) None of the above

C) Representational State Transfer

What are two Open APIs goals? A) Encourage competition and reduce customization B) Eliminate competition and reduce customization C) Reduce cost and impose mandatory standardization D) Reduce cost and encourage mandatory standardization

A) Encourage competition and reduce customization

What are two Open APIs uses? A) Create reusable architecture patterns and reduce competition B) Make changes to systems quickly and identify Business Process Framework enhancements C) Reduce cost and identify Application Framework enhancements D) Make changes quickly and integrate systems from multiple vendors

D) Make changes quickly and integrate systems from multiple vendors

What does the Open APIs have in common with the other core frameworks? A) Processes B) Domains C) Applications D) Business Entities

B) Domains

What are the business metrics goals?

- Need for measures that focus attention - Comparison with peers - Promotion of superior performance areas

What are the three domains for business metrics?

- Revenue and Margin (Financial indicators such as opex and capex) - Customer Experience (Customer contact, first call problem resolution) - Operational Efficiency (Mean time between failures and % of orders requiring rework)

What are the 5 Process Focus Areas for Business Metrics?

- General - Customer Management - Fulfillment - Assurance - Billing

What are the three domains that are used to organize Business Metrics? A) Enterprise, Product and Operational Efficiency B) Customer, Enterprise and Product C) Revenue and Margin, Common and Operational Efficiency D) Revenue and Margin, Customer Experience and Operational Efficiency

D) Revenue and Margin, Customer Experience and Operational Efficiency

What are the 4 topic areas within the Revenue and Margin Business Metrics?

1. Margin and Revenue 2. OpEx/CapEx 3. OpEx/Revenue RA Revenue Assurance

What are the 7 topic areas within the Customer Experience Business Metrics

1. Preferred Access 2. Customer Time Spent 3. Usability 4. Accuracy 5. Contact Availability 6. Security 7. Pricing Flexibility

What are the 6 topic areas within the Operational Efficiency Business Metrics?

1. Unit Cost 2. Time 3. Rework 4. Simplicity 5. Process Flexibility and automation 6. Utilization

What are the Business Metrics uses?

- Measure trends over time - Assess groups of metrics - Assess process groupings - Identify processes needing improvement

What are two Business Metric uses? A) Measure performance over time and reduce competition B) Assess and measure effectiveness and efficiency of process groupings and reduce competition C) Point the way to process improvement and transform business processes D) Measure performance trends over time and point the way to process improvement

D) Measure performance trends over time and point the way to process improvement

Business Metrics are organized into what is referred to as ... A) Metrics structure B) Metrics Scaffold C) Benchmarking framework D) Metrics Benchmarking Framework

B) Metrics Scaffold

What are two Business Metric goals? A) Need for measures that focus attention and promotion of superior performance areas B) Need for measures that focus attention and alignment with the Information Framework C) Alignment with the Information Framework and comparison with peers D) Comparison with peers and alignment with the Business Process Framework

A) Need for measures that focus attention and promotion of superior performance areas

What Business Metric domain or domains only have a General process focus? A) Revenue and Margin and Customer Experience B) Customer Experience and Operational Efficiency C) Revenue and Margin D) Operational Efficiency

C) Revenue and Margin

What goals are achieved through having Best Practices?

- Increase agility - Reduce cost and risk - Enable deployment of new services and products - Provide a common point of reference - Accelerate realization of benefits

Name 4 Virtualization Themes

- End-to-end Virtualization Management - Operations Transformation - Virtualization Operational Readiness and Procurement - Foundational Studies

Privacy management best practice and other deliverables includes all of the following except: A) A Privacy dash board B) A privacy API C) Use cases, user stories and business scenarios D) A blueprint for enterprise risk management processes

D) A blueprint for enterprise risk management processes

What are the Customer Centric Goals?

- Increasing profitability - Delivering a personalized customer experience - Future proofing customer experience

The _______ provides a set of business-oriented approaches to improving customer experience A) Lifecycle model B) Metrics C) Return on Investment (ROI) D) Use case library

D) Use case library

What role can the Business Process Framework (eTOM) Play within the Frameworx Lifecycle? A) Defines processes in the Frameworx Business view B) Guides specification of the Frameworx System view C) Provides reference for validation the Frameworx Implementation and Deployment Views D) All of the above

A) Defines processes in the Frameworx Business view

Which Domain is responsible for managing network equipment? A) Product B) Service C) Resource D) Engaged Party

C) Resource

How could the Business Process Framework (eTOM) be used to show linkages between parts of an enterprise? A) Building process flows using eTOM Level 2 process elements B) Building process flows using eTOM Level 3 process elements C) Building process flows using company-specific process elements derived from eTOM D) All of the above

D) All of the above

Which level 2 Core Process does NOT belong in the Assurance vertical? A) Customer Interaction Management B) Financial and Asset Management C) Customer QoS / SLA Management D) Resource Data Collection and Distribution

B) Financial and Asset Management

What does the Common Process Pattern domain contain?

Processes such as: - Cataloging - Capacity Management - Configuration Specification - Configuration Management

Can Common Process Patterns be executed on their own?

No, they ALWAYS require specification For example, defining capacity has no meaning unless it is put in the context of a process, such as defining Product Capacity

What are the 7 vertical process groupings used in the Business Process Framework?

Strategy and Commit Infrastructure Lifecycle Management Product Lifecycle Management Operations Support and Readiness Fulfillment Assurance Billing and Revenue Management

What are the 2 process areas for the Business Process Framework?

1. Strategy, Infrastructure and Product | 2. Operations

What are the 4 sub groupings (categories) under the Operations Process are for the Business Process Framework?

1. Operations Support and Readiness 2. Fulfillment 3. Assurance 4. Billing and Revenue Management