urce processes include those dealing with development and management of the enterprise's infrastructure, whether related to products and services or to supporting the enterprise itself. 4. Supplier/partner processes, predictably, include those dealing with the enter- prise's interaction with its suppliers and partners. This involves processes that manage the supply chain and processes that support the operations interface with suppliers and partners. Figure 9.1 also shows the major entities with which the enterprise interacts: customers, suppliers, partners, employees, shareholders and other stakeholders. 9.2 Top-level View of the eTOM Below the conceptual level, the eTOM comprises process groupings which provide a first level of detail at which the entire enterprise can be viewed. These processes are considered to be at the "CEO level". The eTOM is defined generically to ensure independence from organization, technology and service. To reflect the way businesses look at their processes, the eTOM supports two perspectives on the grouping of process elements: 1. Vertical process groupings represent end-to-end processes within the business, such as those involved in billing flows to customers. 2. Horizontal process groupings represent functionally related processes within the business, such as those involved in managing the supply chain. The operations and strategy, infrastructure and product process areas include this two-dimensional structure. The integration of all these processes provides the enterprise-level process framework for a service provider. This is the Level 0 view of the enterprise with the vertical and horizontal process groupings shown in Figure 9.1. Next, Level 1 gives process detail that refines the Level 0 view and Figure 9.2 shows how Levels 0 and 1 relate to one another. Process decomposition proceeds with each level being refined into a set of constituent processes at the next level. The Level 0 enterprise view decomposes into seven vertical or end-to-end Level 1 process groupings and also ei