Abstract
This paper discusses the end-to-end processes involved in fulfilling a customer order in real service provider operations. The implied objective of this paper is to highlight the series of process steps and related pain areas to be addressed in Order Management (OM) and Provisioning system implementations. It begins with mapping of OM/ Provisioning activities onto eTOM business processes down to individual sub-processes. The level of details in this paper will help the key stakeholders to gain clear understanding of sub-processes and the associated pain areas. In addition, it provides the importance of process identification and documentation with sufficient details to reap the real benefit of OSS system implementations. The order fulfilment functionalities are represented as Order Management and provisioning (OM/ Provisioning) in this paper.

Author Senthil Kumar Ramachandran

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