Level 4 Business Process Framework (eTOM) Priority Survey

Default Section

The Business Process Framework (eTOM) is not currently specified below Level 3 in the decomposition hierarchy, and we are now seeing some Level 4 process elements being introduced which will be published as they are agreed.

Based on some committed effort that is anticipated from Members, we will be moving ahead to populate Level 4 process elements across the Business Process Framework (eTOM) generally. The intended approach is to break down existing Level 3s to develop candidate Level 4s, and then publish these for review and comment.

To help with this, we are seeking your views on the priorities for which processes to invest time in agreeing on Level 4s. We hope to fill out the whole framework, but we will first address the areas where the new material will be most helpful to our members.

Please respond to this survey to provide a view from your own company and customers/clients on where your priorities would be for eTOM Level 4 process definitions.

Question Title

* Please tell us about yourself:

Name:

Company:

Title:

Email Address:

Question Title

* Do you feel that extending the Business Process Framework below the currently-specified level (i.e. extending to Level 4) will be useful?

	Not Useful 1	2	Somewhat Useful 3	4	Extremely Useful 5
	Not Useful 1	2	Somewhat Useful 3	4	Extremely Useful 5

In which Level 1 process areas would new Level 4 process detail be of most help to your company or your customers/clients?

(Note: At present the Enterprise Management (EM) area is only developed to Level 2, so if this is a priority then work would first be needed to develop Level 3s here.)

Question Title

* OPERATIONS (LEVEL 0)
LEVEL 1 PROCESS ELEMENTS:

	Not Useful 1	2	Somewhat Useful 3	4	Extremely Useful 5	N/A
Customer Relationship Management	Customer Relationship Management Not Useful 1	Customer Relationship Management 2	Customer Relationship Management Somewhat Useful 3	Customer Relationship Management 4	Customer Relationship Management Extremely Useful 5	Customer Relationship Management N/A
Service Management & Operations	Service Management & Operations Not Useful 1	Service Management & Operations 2	Service Management & Operations Somewhat Useful 3	Service Management & Operations 4	Service Management & Operations Extremely Useful 5	Service Management & Operations N/A
Resource Management & Operations	Resource Management & Operations Not Useful 1	Resource Management & Operations 2	Resource Management & Operations Somewhat Useful 3	Resource Management & Operations 4	Resource Management & Operations Extremely Useful 5	Resource Management & Operations N/A
Supplier/Partner Relationship Management	Supplier/Partner Relationship Management Not Useful 1	Supplier/Partner Relationship Management 2	Supplier/Partner Relationship Management Somewhat Useful 3	Supplier/Partner Relationship Management 4	Supplier/Partner Relationship Management Extremely Useful 5	Supplier/Partner Relationship Management N/A

Question Title

* STRATEGY & INFRASTRUCTURE MANAGEMENT (LEVEL 0)
LEVEL 1 PROCESS ELEMENTS:

	Not Useful 1	2	Somewhat Useful 3	4	Extremely Useful 5	N/A
Marketing & Offer Management	Marketing & Offer Management Not Useful 1	Marketing & Offer Management 2	Marketing & Offer Management Somewhat Useful 3	Marketing & Offer Management 4	Marketing & Offer Management Extremely Useful 5	Marketing & Offer Management N/A
Service Development & Management	Service Development & Management Not Useful 1	Service Development & Management 2	Service Development & Management Somewhat Useful 3	Service Development & Management 4	Service Development & Management Extremely Useful 5	Service Development & Management N/A
Resource Development & Management	Resource Development & Management Not Useful 1	Resource Development & Management 2	Resource Development & Management Somewhat Useful 3	Resource Development & Management 4	Resource Development & Management Extremely Useful 5	Resource Development & Management N/A
Supply Chain Development & Management	Supply Chain Development & Management Not Useful 1	Supply Chain Development & Management 2	Supply Chain Development & Management Somewhat Useful 3	Supply Chain Development & Management 4	Supply Chain Development & Management Extremely Useful 5	Supply Chain Development & Management N/A

Question Title

* ENTERPRISE MANAGEMENT (LEVEL 0)
LEVEL 1 PROCESS ELEMENTS:

	Not Useful 1	2	Somewhat Useful 3	4	Extremely Useful 5	N/A
Strategic & Enterprise Planning	Strategic & Enterprise Planning Not Useful 1	Strategic & Enterprise Planning 2	Strategic & Enterprise Planning Somewhat Useful 3	Strategic & Enterprise Planning 4	Strategic & Enterprise Planning Extremely Useful 5	Strategic & Enterprise Planning N/A
Enterprise Risk Management	Enterprise Risk Management Not Useful 1	Enterprise Risk Management 2	Enterprise Risk Management Somewhat Useful 3	Enterprise Risk Management 4	Enterprise Risk Management Extremely Useful 5	Enterprise Risk Management N/A
Enterprise Effectiveness Management	Enterprise Effectiveness Management Not Useful 1	Enterprise Effectiveness Management 2	Enterprise Effectiveness Management Somewhat Useful 3	Enterprise Effectiveness Management 4	Enterprise Effectiveness Management Extremely Useful 5	Enterprise Effectiveness Management N/A
Knowledge & Research Management	Knowledge & Research Management Not Useful 1	Knowledge & Research Management 2	Knowledge & Research Management Somewhat Useful 3	Knowledge & Research Management 4	Knowledge & Research Management Extremely Useful 5	Knowledge & Research Management N/A
Financial & Asset Management	Financial & Asset Management Not Useful 1	Financial & Asset Management 2	Financial & Asset Management Somewhat Useful 3	Financial & Asset Management 4	Financial & Asset Management Extremely Useful 5	Financial & Asset Management N/A
Stakeholder & External Relations Management	Stakeholder & External Relations Management Not Useful 1	Stakeholder & External Relations Management 2	Stakeholder & External Relations Management Somewhat Useful 3	Stakeholder & External Relations Management 4	Stakeholder & External Relations Management Extremely Useful 5	Stakeholder & External Relations Management N/A
Human Resources Management	Human Resources Management Not Useful 1	Human Resources Management 2	Human Resources Management Somewhat Useful 3	Human Resources Management 4	Human Resources Management Extremely Useful 5	Human Resources Management N/A

Looking at the processes in more detail, Check off the top 10 Level 2 areas for which it is a high priority and the top 10 Level 2 areas for which it is a low priority to you to have Level 4 processes completed. If you selected it as a high priority, please indicate if we should be developing Level 4s for all their Level 3s, or are some of the Level 3s not relevant for your business?

OPERATIONS (LEVEL 0)
LEVEL 1 PROCESS
ELEMENT LEVEL 2 PROCESS ELEMENT

Question Title

* Customer Relationship Management

	High Priority	Low Priority	Only a portion of L3s are relevant to my business	All L3s are relevant to my business
CRM - Support & Readiness	CRM - Support & Readiness High Priority	CRM - Support & Readiness Low Priority	CRM - Support & Readiness Only a portion of L3s are relevant to my business	CRM - Support & Readiness All L3s are relevant to my business
Customer Interface Management	Customer Interface Management High Priority	Customer Interface Management Low Priority	Customer Interface Management Only a portion of L3s are relevant to my business	Customer Interface Management All L3s are relevant to my business
Marketing Fulfillment Response	Marketing Fulfillment Response High Priority	Marketing Fulfillment Response Low Priority	Marketing Fulfillment Response Only a portion of L3s are relevant to my business	Marketing Fulfillment Response All L3s are relevant to my business
Selling	Selling High Priority	Selling Low Priority	Selling Only a portion of L3s are relevant to my business	Selling All L3s are relevant to my business
Order Handling	Order Handling High Priority	Order Handling Low Priority	Order Handling Only a portion of L3s are relevant to my business	Order Handling All L3s are relevant to my business
Problem Handling	Problem Handling High Priority	Problem Handling Low Priority	Problem Handling Only a portion of L3s are relevant to my business	Problem Handling All L3s are relevant to my business
Customer QoS/SLA Management	Customer QoS/SLA Management High Priority	Customer QoS/SLA Management Low Priority	Customer QoS/SLA Management Only a portion of L3s are relevant to my business	Customer QoS/SLA Management All L3s are relevant to my business
Billing & Collections Management	Billing & Collections Management High Priority	Billing & Collections Management Low Priority	Billing & Collections Management Only a portion of L3s are relevant to my business	Billing & Collections Management All L3s are relevant to my business
Retention & Loyalty	Retention & Loyalty High Priority	Retention & Loyalty Low Priority	Retention & Loyalty Only a portion of L3s are relevant to my business	Retention & Loyalty All L3s are relevant to my business
Bill Invoice Management	Bill Invoice Management High Priority	Bill Invoice Management Low Priority	Bill Invoice Management Only a portion of L3s are relevant to my business	Bill Invoice Management All L3s are relevant to my business
Bill Payments & Receivables Management	Bill Payments & Receivables Management High Priority	Bill Payments & Receivables Management Low Priority	Bill Payments & Receivables Management Only a portion of L3s are relevant to my business	Bill Payments & Receivables Management All L3s are relevant to my business
Bill Inquiry Handling	Bill Inquiry Handling High Priority	Bill Inquiry Handling Low Priority	Bill Inquiry Handling Only a portion of L3s are relevant to my business	Bill Inquiry Handling All L3s are relevant to my business
Charging	Charging High Priority	Charging Low Priority	Charging Only a portion of L3s are relevant to my business	Charging All L3s are relevant to my business
Manage Billing Events	Manage Billing Events High Priority	Manage Billing Events Low Priority	Manage Billing Events Only a portion of L3s are relevant to my business	Manage Billing Events All L3s are relevant to my business

Comments:

Question Title

* Service Management & Operations

	High Priority	Low Priority	Only a portion of L3s are relevant to my business	All L3s are relevant to my business
SM&O Support & Readiness	SM&O Support & Readiness High Priority	SM&O Support & Readiness Low Priority	SM&O Support & Readiness Only a portion of L3s are relevant to my business	SM&O Support & Readiness All L3s are relevant to my business
Service Configuration & Activation	Service Configuration & Activation High Priority	Service Configuration & Activation Low Priority	Service Configuration & Activation Only a portion of L3s are relevant to my business	Service Configuration & Activation All L3s are relevant to my business
Service Problem Management	Service Problem Management High Priority	Service Problem Management Low Priority	Service Problem Management Only a portion of L3s are relevant to my business	Service Problem Management All L3s are relevant to my business
Service Quality Management	Service Quality Management High Priority	Service Quality Management Low Priority	Service Quality Management Only a portion of L3s are relevant to my business	Service Quality Management All L3s are relevant to my business
Service Guiding & Mediation	Service Guiding & Mediation High Priority	Service Guiding & Mediation Low Priority	Service Guiding & Mediation Only a portion of L3s are relevant to my business	Service Guiding & Mediation All L3s are relevant to my business

Comments:

Question Title

* Resource Management & Operations

	High Priority	Low Priority	Only a portion of L3s are relevant to my business	All L3s are relevant to my business
RM&O Support & Readiness	RM&O Support & Readiness High Priority	RM&O Support & Readiness Low Priority	RM&O Support & Readiness Only a portion of L3s are relevant to my business	RM&O Support & Readiness All L3s are relevant to my business
Resource Provisioning	Resource Provisioning High Priority	Resource Provisioning Low Priority	Resource Provisioning Only a portion of L3s are relevant to my business	Resource Provisioning All L3s are relevant to my business
Resource Trouble Management	Resource Trouble Management High Priority	Resource Trouble Management Low Priority	Resource Trouble Management Only a portion of L3s are relevant to my business	Resource Trouble Management All L3s are relevant to my business
Resource Performance Management	Resource Performance Management High Priority	Resource Performance Management Low Priority	Resource Performance Management Only a portion of L3s are relevant to my business	Resource Performance Management All L3s are relevant to my business
Resource Data Collection & Distribution	Resource Data Collection & Distribution High Priority	Resource Data Collection & Distribution Low Priority	Resource Data Collection & Distribution Only a portion of L3s are relevant to my business	Resource Data Collection & Distribution All L3s are relevant to my business
Resource Mediation & Reporting	Resource Mediation & Reporting High Priority	Resource Mediation & Reporting Low Priority	Resource Mediation & Reporting Only a portion of L3s are relevant to my business	Resource Mediation & Reporting All L3s are relevant to my business
Manage Workforce	Manage Workforce High Priority	Manage Workforce Low Priority	Manage Workforce Only a portion of L3s are relevant to my business	Manage Workforce All L3s are relevant to my business

Comments:

Question Title

* Supplier/Partner Relationship Management

	High Priority	Low Priority	Only a portion of L3s are relevant to my business	All L3s are relevant to my business
S/PRM Support & Readiness	S/PRM Support & Readiness High Priority	S/PRM Support & Readiness Low Priority	S/PRM Support & Readiness Only a portion of L3s are relevant to my business	S/PRM Support & Readiness All L3s are relevant to my business
S/P Requisition Management	S/P Requisition Management High Priority	S/P Requisition Management Low Priority	S/P Requisition Management Only a portion of L3s are relevant to my business	S/P Requisition Management All L3s are relevant to my business
S/P Problem Reporting & Management	S/P Problem Reporting & Management High Priority	S/P Problem Reporting & Management Low Priority	S/P Problem Reporting & Management Only a portion of L3s are relevant to my business	S/P Problem Reporting & Management All L3s are relevant to my business
S/P Performance Management	S/P Performance Management High Priority	S/P Performance Management Low Priority	S/P Performance Management Only a portion of L3s are relevant to my business	S/P Performance Management All L3s are relevant to my business
S/P Settlements & Payments Management	S/P Settlements & Payments Management High Priority	S/P Settlements & Payments Management Low Priority	S/P Settlements & Payments Management Only a portion of L3s are relevant to my business	S/P Settlements & Payments Management All L3s are relevant to my business
S/P Interface Management	S/P Interface Management High Priority	S/P Interface Management Low Priority	S/P Interface Management Only a portion of L3s are relevant to my business	S/P Interface Management All L3s are relevant to my business

Comments:

STRATEGY & INFRASTRUCTURE MANAGEMENT (LEVEL 0)
LEVEL 1 PROCESS
ELEMENT LEVEL 2 PROCESS ELEMENT

Question Title

* Marketing & Offer Management

	High Priority	Low Priority	Only a portion of L3s are relevant to my business	All L3s are relevant to my business
Market Strategy & Policy	Market Strategy & Policy High Priority	Market Strategy & Policy Low Priority	Market Strategy & Policy Only a portion of L3s are relevant to my business	Market Strategy & Policy All L3s are relevant to my business
Product & Offer Portfolio Planning	Product & Offer Portfolio Planning High Priority	Product & Offer Portfolio Planning Low Priority	Product & Offer Portfolio Planning Only a portion of L3s are relevant to my business	Product & Offer Portfolio Planning All L3s are relevant to my business
Product & Offer Capability Delivery	Product & Offer Capability Delivery High Priority	Product & Offer Capability Delivery Low Priority	Product & Offer Capability Delivery Only a portion of L3s are relevant to my business	Product & Offer Capability Delivery All L3s are relevant to my business
Marketing Capability Delivery	Marketing Capability Delivery High Priority	Marketing Capability Delivery Low Priority	Marketing Capability Delivery Only a portion of L3s are relevant to my business	Marketing Capability Delivery All L3s are relevant to my business
Product & Offer Development & Retirement	Product & Offer Development & Retirement High Priority	Product & Offer Development & Retirement Low Priority	Product & Offer Development & Retirement Only a portion of L3s are relevant to my business	Product & Offer Development & Retirement All L3s are relevant to my business
Sales Development	Sales Development High Priority	Sales Development Low Priority	Sales Development Only a portion of L3s are relevant to my business	Sales Development All L3s are relevant to my business
Product Marketing Communications & Promotion	Product Marketing Communications & Promotion High Priority	Product Marketing Communications & Promotion Low Priority	Product Marketing Communications & Promotion Only a portion of L3s are relevant to my business	Product Marketing Communications & Promotion All L3s are relevant to my business

Comments:

Question Title

* Service Development & Management

	High Priority	Low Priority	Only a portion of L3s are relevant to my business	All L3s are relevant to my business
Service Strategy & Planning	Service Strategy & Planning High Priority	Service Strategy & Planning Low Priority	Service Strategy & Planning Only a portion of L3s are relevant to my business	Service Strategy & Planning All L3s are relevant to my business
Service Capability Delivery	Service Capability Delivery High Priority	Service Capability Delivery Low Priority	Service Capability Delivery Only a portion of L3s are relevant to my business	Service Capability Delivery All L3s are relevant to my business
Service Development & Retirement	Service Development & Retirement High Priority	Service Development & Retirement Low Priority	Service Development & Retirement Only a portion of L3s are relevant to my business	Service Development & Retirement All L3s are relevant to my business

Comments:

Question Title

* Resource Development & Management

	High Priority	Low Priority	Only a portion of L3s are relevant to my business	All L3s are relevant to my business
Resource Strategy & Planning	Resource Strategy & Planning High Priority	Resource Strategy & Planning Low Priority	Resource Strategy & Planning Only a portion of L3s are relevant to my business	Resource Strategy & Planning All L3s are relevant to my business
Resource Capability Delivery	Resource Capability Delivery High Priority	Resource Capability Delivery Low Priority	Resource Capability Delivery Only a portion of L3s are relevant to my business	Resource Capability Delivery All L3s are relevant to my business
Resource Development & Retirement	Resource Development & Retirement High Priority	Resource Development & Retirement Low Priority	Resource Development & Retirement Only a portion of L3s are relevant to my business	Resource Development & Retirement All L3s are relevant to my business

Comments:

Question Title

* Supply Chain Development & Management

	High Priority	Low Priority	Only a portion of L3s are relevant to my business	All L3s are relevant to my business
Supply Chain Strategy & Planning	Supply Chain Strategy & Planning High Priority	Supply Chain Strategy & Planning Low Priority	Supply Chain Strategy & Planning Only a portion of L3s are relevant to my business	Supply Chain Strategy & Planning All L3s are relevant to my business
Supply Chain Capability Delivery	Supply Chain Capability Delivery High Priority	Supply Chain Capability Delivery Low Priority	Supply Chain Capability Delivery Only a portion of L3s are relevant to my business	Supply Chain Capability Delivery All L3s are relevant to my business
Supply Chain Development & Change Management	Supply Chain Development & Change Management High Priority	Supply Chain Development & Change Management Low Priority	Supply Chain Development & Change Management Only a portion of L3s are relevant to my business	Supply Chain Development & Change Management All L3s are relevant to my business

Comments:

ENTERPRISE MANAGEMENT (LEVEL 0)
LEVEL 1 PROCESS
ELEMENT LEVEL 2 PROCESS ELEMENT

Question Title

* Strategic & Enterprise Planning

	High Priority	Low Priority	Only a portion of L3s are relevant to my business	All L3s are relevant to my business
Strategic Business Planning	Strategic Business Planning High Priority	Strategic Business Planning Low Priority	Strategic Business Planning Only a portion of L3s are relevant to my business	Strategic Business Planning All L3s are relevant to my business
Business Development	Business Development High Priority	Business Development Low Priority	Business Development Only a portion of L3s are relevant to my business	Business Development All L3s are relevant to my business
Enterprise Architecture Management	Enterprise Architecture Management High Priority	Enterprise Architecture Management Low Priority	Enterprise Architecture Management Only a portion of L3s are relevant to my business	Enterprise Architecture Management All L3s are relevant to my business
Group Enterprise Management	Group Enterprise Management High Priority	Group Enterprise Management Low Priority	Group Enterprise Management Only a portion of L3s are relevant to my business	Group Enterprise Management All L3s are relevant to my business
ITIL Release and Deployment Management	ITIL Release and Deployment Management High Priority	ITIL Release and Deployment Management Low Priority	ITIL Release and Deployment Management Only a portion of L3s are relevant to my business	ITIL Release and Deployment Management All L3s are relevant to my business
ITIL Change Management	ITIL Change Management High Priority	ITIL Change Management Low Priority	ITIL Change Management Only a portion of L3s are relevant to my business	ITIL Change Management All L3s are relevant to my business

Comments:

Question Title

* Enterprise Risk Management

	High Priority	Low Priority	Only a portion of L3s are relevant to my business	All L3s are relevant to my business
Business Continuity Management	Business Continuity Management High Priority	Business Continuity Management Low Priority	Business Continuity Management Only a portion of L3s are relevant to my business	Business Continuity Management All L3s are relevant to my business
Security Management	Security Management High Priority	Security Management Low Priority	Security Management Only a portion of L3s are relevant to my business	Security Management All L3s are relevant to my business
Fraud Management	Fraud Management High Priority	Fraud Management Low Priority	Fraud Management Only a portion of L3s are relevant to my business	Fraud Management All L3s are relevant to my business
Audit Management	Audit Management High Priority	Audit Management Low Priority	Audit Management Only a portion of L3s are relevant to my business	Audit Management All L3s are relevant to my business
Insurance Management	Insurance Management High Priority	Insurance Management Low Priority	Insurance Management Only a portion of L3s are relevant to my business	Insurance Management All L3s are relevant to my business
ITIL IT Service Continuity Management	ITIL IT Service Continuity Management High Priority	ITIL IT Service Continuity Management Low Priority	ITIL IT Service Continuity Management Only a portion of L3s are relevant to my business	ITIL IT Service Continuity Management All L3s are relevant to my business
ITIL Information Security Management	ITIL Information Security Management High Priority	ITIL Information Security Management Low Priority	ITIL Information Security Management Only a portion of L3s are relevant to my business	ITIL Information Security Management All L3s are relevant to my business
ITIL Problem Management	ITIL Problem Management High Priority	ITIL Problem Management Low Priority	ITIL Problem Management Only a portion of L3s are relevant to my business	ITIL Problem Management All L3s are relevant to my business
Revenue Assurance Management	Revenue Assurance Management High Priority	Revenue Assurance Management Low Priority	Revenue Assurance Management Only a portion of L3s are relevant to my business	Revenue Assurance Management All L3s are relevant to my business

Comments:

Question Title

* Enterprise Effectiveness Management

	High Priority	Low Priority	Only a portion of L3s are relevant to my business	All L3s are relevant to my business
Process Management & Support	Process Management & Support High Priority	Process Management & Support Low Priority	Process Management & Support Only a portion of L3s are relevant to my business	Process Management & Support All L3s are relevant to my business
Enterprise Quality Management	Enterprise Quality Management High Priority	Enterprise Quality Management Low Priority	Enterprise Quality Management Only a portion of L3s are relevant to my business	Enterprise Quality Management All L3s are relevant to my business
Program & Project Management	Program & Project Management High Priority	Program & Project Management Low Priority	Program & Project Management Only a portion of L3s are relevant to my business	Program & Project Management All L3s are relevant to my business
Enterprise Performance Assessment	Enterprise Performance Assessment High Priority	Enterprise Performance Assessment Low Priority	Enterprise Performance Assessment Only a portion of L3s are relevant to my business	Enterprise Performance Assessment All L3s are relevant to my business
Facilities Management & Support	Facilities Management & Support High Priority	Facilities Management & Support Low Priority	Facilities Management & Support Only a portion of L3s are relevant to my business	Facilities Management & Support All L3s are relevant to my business
ITIL Service Asset and Configuration Management	ITIL Service Asset and Configuration Management High Priority	ITIL Service Asset and Configuration Management Low Priority	ITIL Service Asset and Configuration Management Only a portion of L3s are relevant to my business	ITIL Service Asset and Configuration Management All L3s are relevant to my business
ITIL Event Management	ITIL Event Management High Priority	ITIL Event Management Low Priority	ITIL Event Management Only a portion of L3s are relevant to my business	ITIL Event Management All L3s are relevant to my business
ITIL Service Catalogue Management	ITIL Service Catalogue Management High Priority	ITIL Service Catalogue Management Low Priority	ITIL Service Catalogue Management Only a portion of L3s are relevant to my business	ITIL Service Catalogue Management All L3s are relevant to my business
ITIL Incident Management	ITIL Incident Management High Priority	ITIL Incident Management Low Priority	ITIL Incident Management Only a portion of L3s are relevant to my business	ITIL Incident Management All L3s are relevant to my business
ITIL Service Level Management	ITIL Service Level Management High Priority	ITIL Service Level Management Low Priority	ITIL Service Level Management Only a portion of L3s are relevant to my business	ITIL Service Level Management All L3s are relevant to my business
ITIL Capacity Management	ITIL Capacity Management High Priority	ITIL Capacity Management Low Priority	ITIL Capacity Management Only a portion of L3s are relevant to my business	ITIL Capacity Management All L3s are relevant to my business
ITIL Availability Management	ITIL Availability Management High Priority	ITIL Availability Management Low Priority	ITIL Availability Management Only a portion of L3s are relevant to my business	ITIL Availability Management All L3s are relevant to my business
ITIL Request Fulfillment	ITIL Request Fulfillment High Priority	ITIL Request Fulfillment Low Priority	ITIL Request Fulfillment Only a portion of L3s are relevant to my business	ITIL Request Fulfillment All L3s are relevant to my business
ITIL Continual Service Improvement	ITIL Continual Service Improvement High Priority	ITIL Continual Service Improvement Low Priority	ITIL Continual Service Improvement Only a portion of L3s are relevant to my business	ITIL Continual Service Improvement All L3s are relevant to my business

Comments:

Question Title

* Knowledge & Research Management

	High Priority	Low Priority	Only a portion of L3s are relevant to my business	All L3s are relevant to my business
Knowledge Management	Knowledge Management High Priority	Knowledge Management Low Priority	Knowledge Management Only a portion of L3s are relevant to my business	Knowledge Management All L3s are relevant to my business
Research Management	Research Management High Priority	Research Management Low Priority	Research Management Only a portion of L3s are relevant to my business	Research Management All L3s are relevant to my business
Technology Scanning	Technology Scanning High Priority	Technology Scanning Low Priority	Technology Scanning Only a portion of L3s are relevant to my business	Technology Scanning All L3s are relevant to my business

Comments:

Question Title

* Financial & Asset Management

	High Priority	Low Priority	Only a portion of L3s are relevant to my business	All L3s are relevant to my business
Financial Management	Financial Management High Priority	Financial Management Low Priority	Financial Management Only a portion of L3s are relevant to my business	Financial Management All L3s are relevant to my business
Asset Management	Asset Management High Priority	Asset Management Low Priority	Asset Management Only a portion of L3s are relevant to my business	Asset Management All L3s are relevant to my business
Procurement Management	Procurement Management High Priority	Procurement Management Low Priority	Procurement Management Only a portion of L3s are relevant to my business	Procurement Management All L3s are relevant to my business

Comments:

Question Title

* Stakeholder & External Relations Management

	High Priority	Low Priority	Only a portion of L3s are relevant to my business	All L3s are relevant to my business
Corporate Communications & Image Management	Corporate Communications & Image Management High Priority	Corporate Communications & Image Management Low Priority	Corporate Communications & Image Management Only a portion of L3s are relevant to my business	Corporate Communications & Image Management All L3s are relevant to my business
Community Relations Management	Community Relations Management High Priority	Community Relations Management Low Priority	Community Relations Management Only a portion of L3s are relevant to my business	Community Relations Management All L3s are relevant to my business
Shareholder Relations Management	Shareholder Relations Management High Priority	Shareholder Relations Management Low Priority	Shareholder Relations Management Only a portion of L3s are relevant to my business	Shareholder Relations Management All L3s are relevant to my business
Regulatory Management	Regulatory Management High Priority	Regulatory Management Low Priority	Regulatory Management Only a portion of L3s are relevant to my business	Regulatory Management All L3s are relevant to my business
Legal Management	Legal Management High Priority	Legal Management Low Priority	Legal Management Only a portion of L3s are relevant to my business	Legal Management All L3s are relevant to my business
Board & Shares/Securities Management	Board & Shares/Securities Management High Priority	Board & Shares/Securities Management Low Priority	Board & Shares/Securities Management Only a portion of L3s are relevant to my business	Board & Shares/Securities Management All L3s are relevant to my business

Comments:

Question Title

* Human Resources Management

	High Priority	Low Priority	Only a portion of L3s are relevant to my business	All L3s are relevant to my business
HR Policies & Practices	HR Policies & Practices High Priority	HR Policies & Practices Low Priority	HR Policies & Practices Only a portion of L3s are relevant to my business	HR Policies & Practices All L3s are relevant to my business
Organization Development	Organization Development High Priority	Organization Development Low Priority	Organization Development Only a portion of L3s are relevant to my business	Organization Development All L3s are relevant to my business
Workforce Strategy	Workforce Strategy High Priority	Workforce Strategy Low Priority	Workforce Strategy Only a portion of L3s are relevant to my business	Workforce Strategy All L3s are relevant to my business
Workforce Development	Workforce Development High Priority	Workforce Development Low Priority	Workforce Development Only a portion of L3s are relevant to my business	Workforce Development All L3s are relevant to my business
Employee & Labor Relations Management	Employee & Labor Relations Management High Priority	Employee & Labor Relations Management Low Priority	Employee & Labor Relations Management Only a portion of L3s are relevant to my business	Employee & Labor Relations Management All L3s are relevant to my business

Comments:

Question Title

* Stakeholder & External Relations Management

	High Priority	Low Priority	Only a portion of L3s are relevant to my business	All L3s are relevant to my business
Corporate Communications & Image Management	Corporate Communications & Image Management High Priority	Corporate Communications & Image Management Low Priority	Corporate Communications & Image Management Only a portion of L3s are relevant to my business	Corporate Communications & Image Management All L3s are relevant to my business
Community Relations Management	Community Relations Management High Priority	Community Relations Management Low Priority	Community Relations Management Only a portion of L3s are relevant to my business	Community Relations Management All L3s are relevant to my business
Shareholder Relations Management	Shareholder Relations Management High Priority	Shareholder Relations Management Low Priority	Shareholder Relations Management Only a portion of L3s are relevant to my business	Shareholder Relations Management All L3s are relevant to my business
Regulatory Management	Regulatory Management High Priority	Regulatory Management Low Priority	Regulatory Management Only a portion of L3s are relevant to my business	Regulatory Management All L3s are relevant to my business
Legal Management	Legal Management High Priority	Legal Management Low Priority	Legal Management Only a portion of L3s are relevant to my business	Legal Management All L3s are relevant to my business
Board & Shares/Securities Management	Board & Shares/Securities Management High Priority	Board & Shares/Securities Management Low Priority	Board & Shares/Securities Management Only a portion of L3s are relevant to my business	Board & Shares/Securities Management All L3s are relevant to my business

Comments:

Question Title

* Are you using the Business Process Framework (eTOM) already within your organization or with a customer/client?

Yes

Question Title

* Are you using the Business Process Framework (eTOM) already within your organization or with a customer/client?

Service Provider

Systems Integrator

Equipment Supplier

Software Vendor

Other (please specify)

Question Title

* Do you have work available within your organization (e.g. your own view of Level 4s) that you would be willing and able to contribute to this effort?

Yes

If Yes, please put your contact information here

Question Title

* Are you willing to participate in this activity by committing effort to developing and/or reviewing the new Level 4 processes with TM Forum?

Yes

If Yes, please put your contact information here

Question Title

* Please tell us about yourself:

Question Title

* Do you feel that extending the Business Process Framework below the currently-specified level (i.e. extending to Level 4) will be useful?

In which Level 1 process areas would new Level 4 process detail be of most help to your company or your customers/clients?

Question Title

* OPERATIONS (LEVEL 0) LEVEL 1 PROCESS ELEMENTS:

Question Title

* STRATEGY & INFRASTRUCTURE MANAGEMENT (LEVEL 0) LEVEL 1 PROCESS ELEMENTS:

Question Title

* ENTERPRISE MANAGEMENT (LEVEL 0) LEVEL 1 PROCESS ELEMENTS:

Question Title

* Customer Relationship Management

Question Title

* Service Management & Operations

Question Title

* Resource Management & Operations

Question Title

* Supplier/Partner Relationship Management

STRATEGY & INFRASTRUCTURE MANAGEMENT (LEVEL 0) LEVEL 1 PROCESS ELEMENT LEVEL 2 PROCESS ELEMENT

Question Title

* Marketing & Offer Management

Question Title

* Service Development & Management

Question Title

* Resource Development & Management

Question Title

* Supply Chain Development & Management

ENTERPRISE MANAGEMENT (LEVEL 0) LEVEL 1 PROCESS ELEMENT LEVEL 2 PROCESS ELEMENT

Question Title

* Strategic & Enterprise Planning

Question Title

* Enterprise Risk Management

Question Title

* Enterprise Effectiveness Management

Question Title

* Knowledge & Research Management

Question Title

* Financial & Asset Management

Question Title

* Stakeholder & External Relations Management

Question Title

* Human Resources Management

Question Title

* Stakeholder & External Relations Management

Question Title

* Are you using the Business Process Framework (eTOM) already within your organization or with a customer/client?

Question Title

* Are you using the Business Process Framework (eTOM) already within your organization or with a customer/client?

Question Title

* Do you have work available within your organization (e.g. your own view of Level 4s) that you would be willing and able to contribute to this effort?

Question Title

* Are you willing to participate in this activity by committing effort to developing and/or reviewing the new Level 4 processes with TM Forum?

Question Title

* Do you have any other comments or suggestions?

* OPERATIONS (LEVEL 0)
LEVEL 1 PROCESS ELEMENTS:

* STRATEGY & INFRASTRUCTURE MANAGEMENT (LEVEL 0)
LEVEL 1 PROCESS ELEMENTS:

* ENTERPRISE MANAGEMENT (LEVEL 0)
LEVEL 1 PROCESS ELEMENTS:

STRATEGY & INFRASTRUCTURE MANAGEMENT (LEVEL 0)
LEVEL 1 PROCESS
ELEMENT LEVEL 2 PROCESS ELEMENT

ENTERPRISE MANAGEMENT (LEVEL 0)
LEVEL 1 PROCESS
ELEMENT LEVEL 2 PROCESS ELEMENT