The eTOM Assurance Process Maps contain:

A complete set of 35 linked ready-to-use eTOM process maps for the entire Assurance processes.
eTOM Dashboard: Provides the highest level view of of the eTOM process.
- Strategy, Infrastructure, & Product

Operations
- Operations Support & Readiness
- Fulfilment
- Assurance
  - Customer Relationship Management
    - CRM - Support and Readiness
      - Support Customer Interface Management
      - Manage Campaign
      - Support Order Handling
      - Manage Customer Inventory
      - Support Problem Handling
      - Manage Product Offering Inventory
      - Support Retention & Loyalty
      - Manage Sales Inventory
      - Support Marketing Fulfilment
      - Support Bill Invoice Management
      - Support Selling
      - Support Bill Payments and Receivables Management
      - Support Customer QoS/SLA
      - Support Bill Inquery Handling
    - Customer QoS/SLA Management
      - Access Customer QoS/SLA Performance
      - Create Customer QoS Performance Degradation Report
      - Manage QoS/SLA Violation
      - Track & Manage Customer QoS Performance Resolution
      - Report Customer QoS Performance
      - Close Customer QoS Performance Degradation Report
    - Customer Interface Management
      - Manage Contact
      - Manage Request (Including Self Service)
      - Analyze & Report on Customer
      - Mediate & Orchestrate Customer Interactions
    - Retention & Loyalty
      - Establish & Terminate Customer Relationship
      - Build Customer Insight
      - Analyze & Manage Customer Risk
      - Personalize Customer Profile for Retention & Loyalty
      - Validate Customer Satisfaction
    - Marketing Fulfillment Response
      - Issue & Distribute Marketing Collaterals
      - Track Leads
    - Bill Invoice Management
      - Apply Pricing, Discounting, Adjustments, & Rebates
      - Create Customer Bill Invoice
      - Produce & Distribute Bill
    - Selling
      - Manage Prospect
      - Qualify & Educate Customer
      - Negociate Sales
      - Aquire Customer Data
      - Cross/Up Selling
    - Bill Payments & Receivables Management
      - Manage Customer Billing
      - Manage Customer Payments
      - Manage Customer Debt Collection
    - Order Handling
      - Determine Customer Order Feasibility
      - Issue Customer Orders
      - Authorize Credit
      - Report Customer Order Handling
      - Track & Manage Customer Order Handling
      - Close Customer Order
      - Complete Customer Order
    - Bill Inquiry Handling
      - Create Customer Bill Inquery Report
      - Assess Customer Bill Inquiry Report
      - Authorize Customer Bill Invoice Adjustment
      - Track & Monitor Customer Bill Inquiry Resolution
      - Report Customer Bill Inquiry
      - Close Customer Bill Inquiry Report
    - Problem Handling
      - Isolate Customer Problem
      - Create Customer Problem Report
      - Report Customer Problem
      - Track & Manage Customer Problem
      - Correct & Recover Customer Problem
      - Close Customer Problem Report
  - Service Management & Operations
    - SM&O Support & Readiness
      - Manage Service Inventory
      - Enable Service Configuration & Activation
      - Support Service Problem Management
      - Enable Service Quality Management
      - Support Service & Specific Instance Rating
    - Service Configuration & Activation
      - Design Solution
      - Test Service End-to-End
      - Issue Service Orders
      - Report service provisioning
      - Allocate specific service parameters to services
      - Track & manage service provisioning
      - Implement, configure, & activate service
      - Close service order
      - Recover service
    - Service Problem Management
      - Create Service Trouble Report
      - Report service problem
      - Close service trouble report
      - Correct & resolve service problem
      - Survey & analyze service problem
      - Track & manage service problem
    - Service Quality Management
      - Monitor service quality
      - Create service performance degradation report
      - Analyze service quality
      - Track & manage service quality performance resolution
      - Improve service quality
      - Close service performance degradation
      - Report service quality performance
    - Service & Specific Instance Rating
      - Mediate usage records
      - Rate usage records
      - Analyze usage records
  - Resource Management & Operations
    - RM&O Support & Readiness
      - Enable resource provisioning
      - Manage resource inventory
      - Enable resource performance management
      - Manage workforce
      - Support resource trouble management
      - Manage logistics
      - Enable resource data collection & distribution
    - Resource Provisioning
      - Allocate & install resource
      - Close resource order
      - Configure & activate resource
      - Issue resource orders
      - Test resource
      - Recover resource
      - Track manage resource provisioning
      - Report resource provisioning
    - Resource Trouble Management
      - Create resource trouble report
      - Correct & resolve resource trouble
      - Report resource trouble
      - Track & manage resource trouble
      - Survey & analyze resource trouble
      - Close resource trouble report
      - Localize resource trouble
    - Resource Performance Management
      - Monitor resource performance
      - Create resource performance degradation report
      - Analze resource performance
      - Track & manage resource performance resolution
      - Control resource performance
      - Close resource performance
      - Report resource performance
    - Resource Data Collection & Distribution
      - Collection management information & data
      - Process management information & data
      - Distribute management information & data
      - Audit data collection & distribution
  - Supplier/Partner Relationship Management
    - S/PRM Support & Readiness
      - Support S/P requisition management
      - Support S/P interface management
      - Support S/P problem reporting & management
      - Support S/P performance management
      - Manage supplier/partner inventory
      - Support S/P settlements & payments managements
    - S/P Requisition Management
      - Select supplier/partner
      - Initiate S/P requisition order
      - Determine S/P pre-requisition feasibility
      - Report S/P requisition
      - Track & manage S/P requisition
      - Close S/P requisition order
      - Recieve & accept S/P requisition
    - S/P Problem Reporting & Management
      - Initiate S/P problem report
      - Report S/P problem resolution
      - Receive S/P problem report
      - Close S/P problem report
      - Track & manage S/P problem resolution
    - S/P Performance Management
      - Initiate S/P performance degradation report
      - Close S/P performance degradation report
      - Track & manage S/P performance resolution
      - Monitor & control S/P service performance
      - Report S/P performance
    - S/P Settlements & Payments Management
      - Manage account
      - Receive & assess invoice
      - Negotiate & approve invoice
      - Issue settlement notice & payment
    - S/P Interface Management
      - Manage S/P requests (including self service)
      - Analyze & report S/P interactions
      - Mediate & orchestrate supplier/partner interactions
- Billing

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eTOM - Assurance

The eTOM Assurance Process Maps contain:

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