This reference architecture describes the structure and functionality of Business and Operations Support Systems. A reference architecture is a compromise by necessity. On the one hand, it sketches an ideal situation which serves as a point of reference for all (near-future) architectures and designs making no ad hoc choices but rather enriching the enterprise strategy with normative and quality choices which are beyond sensible debate. On the other hand, a reference architecture acknowledges reality: common business practices; availability of specific products; vested interests in knowledge and expertise; and an existing infrastructure.

This Reference Architecture describes an ideal situation, but it originates in the context of the real world, the status quo and of the Business Transformation Program we are engaging in. This means that we accept certain program results on face value, such as, for example, the choice for a specific CRM solution, which choice predates the program proper.

Explicitly shown here is the technical aspect of flows. These perform orchestration of system transactions required for business interaction, order handling and manual intervention management. All orchestrations will call on reusable controls to achieve tasks, with a focus on reuse, development cost reduction at predictable service quality. The orchestrations will use the SID implementation schemas that are part of the telecom operations content pack.

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