Operators Networking equipment Figure 8.5 FAB end-to-end and flow-through process flows. essential flows are: between the customer interface and support in a network element from sale through billing Between other providers and network operators. The curved vertical arrows represent the process interactions between the cus- tomer interface and the network elements, i.e. process flow-through. The overlap- ping balloons show that fulfilment, assurance and billing include specific processes from the framework. However, all three end-to-end processes have interfaces among many processes across the map. The direction of the three arrows show end-to-end flow. As Figure 8.5 suggests, it is mostly the customer who initiates a fulfilment process. However, the assurance process can also be triggered by the customer or by network elements. Billing predominantly starts with data collection in the network and proceeds through to bills being presented to the customer. The curved horizon- tal arrow shows process flow interfaces required with other providers and network operators. None of the three aspects of process flow can be ignored in achieving effective integration and automation. 8.5 Telecom Operations Map in 3-D Certain activities and sub-processes either: are directly required for business management processes or are functional sub-processes that must support or be supported by the fulfilment, assurance and billing processes. Business management sub-processes and functional sub-processes, or sets of process activities, can be represented in a three-dimensional overlay diagram. Overlay diagrams show that the TOM framework processes support these business sub- processes. An example is shown Figure 8.6 for the management of SLAs. Figure 8.6 should be read in conjunction with Figures 8.4 and 8.5. oss for Telecom Networks Fulfilment Assurance Billing SLA Negotiation SLA Reporting SLA Engineering SLA Monitoring Figure 8.6 TOM overlay for mapping SLA management. The service provider must meet market demand for service quality 