When creating a high level description the following areas should be seen as the minimum requirements.
- Introduction – What services are offered by whom or what, which are in scope, which are out of scope
- Overview – include a diagram, How customers become engaged, what happens from a customer setting up a call to it appearing as an item on a bill
Address the following as a MINIMUM (cross reference and refer to your lower level documents):
- Customer Management
- Provisioning (including Moves, Changes & Disconnections)
- Sales,
- Order Management,
- Enquiries,
- Complaints & Retentions
- Product Lifecycle
- Governance,
- Customer Notification,
- Pricing,
- Published Media,
- Tariff Management
- Service Operations
- Switches,
- Collections,
- Mediation,
- Suspense Management,
- Billing,
- Bill Delivery,
- Incident, Problem & Change Management
- 3rd Parties / Subcontractors
- Services provided, impact on TMBS, how managed
- Risk Assessment
- Measurement