Telecom Application Map (Etom, Release 3.1)

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Enhanced Telecom Operations Map® (eTOM) The Business Process Framework For The Information and Communications Services Industry

GB921 Version 3.6 (Public Evaluation)
 TeleManagement Forum 2003

November 2003

eTOM Business Process Framework

Page iii

Executive Summary
The Enhanced Telecom Operations Map® is an ongoing TM Forum initiative to deliver a business process model or framework for use by service providers and others within the telecommunications industry. The TM Forum Enhanced Telecom Operations Map® (or eTOM for short) describes all the enterprise processes required by a service provider and analyzes them to different levels of detail according to their significance and priority for the business. For such companies, it serves as the blueprint for process direction and provides a neutral reference point for internal process reengineering needs, partnerships, alliances, and general working agreements with other providers. For suppliers, eTOM outlines potential boundaries of software components to align with the customers' needs and highlights the required functions, inputs, and outputs that must be supported by products. A particular strength of eTOM as a business process framework is that it is part of the TM Forum NGOSS (New Generation Operations Systems and Software) program and links with other work underway in NGOSS. The purpose of eTOM is to build on the recognition and status of the previous TM Forum Telecom Operations Map in setting a vision for the industry to enable it to compete successfully through the implementation of business process-driven approaches to managing the enterprise. This includes ensuring integration among all vital enterprise support systems concerned with service delivery and support. The focus of eTOM is on the business processes used by service providers, the linkages between these processes, the identification of interfaces, and the use of customer, service, resource, supplier/partner and other information by multiple processes. The Business Process Framework begins at the Enterprise level and defines business processes in a series of groupings. eTOM uses hierarchical decomposition to structure the business processes according to which all of the processes of the enterprise are successively decomposed. Process descriptions, inputs and outputs, as well as other key elements are defined. The eTOM Business Process Framework represents the whole of a service provider’s enterprise environment, and is defined as generically as possible so that it is organization, technology and service independent. The eTOM Business Process Framework can be used as a tool for analyzing your organization’s existing processes and for developing new processes. Different processes delivering the same business functionality can be identified, duplication eliminated, gaps revealed, new process design speeded up, and variance reduced. Using eTOM, you can assess the value, cost and performance of individual processes within your organization.

TeleManagement Forum 2003

GB921v3.6

Page iv

eTOM Business Process Framework

You can facilitate your relationships with suppliers and partners by identifying and categorizing the processes you use in interactions with them. In a similar manner, you can identify the all-important customer relationship processes and evaluate whether they are functioning as required to meet your customers’ expectations. As well as update to take account of evolution since the last main eTOM release, (GB921 v3.0) this GB921 Version 3.6 has been restructured into a main document and several Addenda. The overall package contains new process decomposition and process flow detail, together with a separate Application Note concerning eTOM-ITIL linkages and another under development on support for external (e.g. Business-to-Business) interworking.

GB921v3.6

TeleManagement Forum 2003

eTOM Business Process Framework

Page v

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