e TOM

ENHANCED TELECOM
OPERATION MAP
e TOM
 Enhanced Telecom Operation Map is a
guidebook directing the standard business
process for the telecommunication companies
that is most common and used globally.
 It defines in detail about what are the essential
steps needed for providing services to the
clients and what are the main key elements
necessary for enhancing the business and how
they work together.
 Developed by Telecom Management Forum
Purpose of Business Process
 Service providers require well automated
processes.
 End to end process automation is required.
 Integration of service delivery & support
 eTOM focuses on business processes used

by providers, linkages between these

processes, identification of interfaces, use of
customer service, resource and supplier
partner,
What is eTOM
t is a business process model
I

or frame work or enterprise

processes that are required by
provider. It is not business
model of service provider.
eTOM Model
 Seven vertical processes grouping. These are
end to end processes required to support
customers and manage business.
 Core customer operations processes of

Fulfillment, Assurance and Billing.

 Horizontal grouping distinguish between

functional operation process and other type

of business process e.g. marketing vs selling,
service development vs service configuration.
Business Concept
 Focus on the customer and the processes that
directly support the customer.
( Fulfillment ,Assurance and the Billing.)
 Operations Support and Readiness vertical
grouping. Group includes processes that
customer operation process respond to
customer requirements. In time frame that
delights the customer with delivery support.
 Processes that require to drive the customer
operations and operation support & readiness.
(Strategic, Infrastructure& Product) SIP
Business Concept
 e Business opportunities. Integrate process
occurring with enterprise with those of
partners and suppliers.
Framework and Process
Implementation concepts
 Product view (what service provider offers to
customers) and

 service view (Details necessary to support

deliver product to customer)
 Organized both horizontal and vertical.
Operation support and Readiness.
Fulfillment
Assurance
Billing
BPM is about
•Organizing the business around processes
and focusing on customer satisfaction
Clarifying and documenting processes
Monitoring process performance and
compliance

Continuously identifying opportunities for

improvement and deploying them
• Business processes are methods, steps
and activities we perform to do our jobs.
For example, in most companies filling a
customer order involves several business
processes from processing the order to
shipping the product.

• Some companies have strong business

process cultures; others have varying
degrees of business process discipline.
Telecom Processes & Key
Management Needs
 Services.
Voice, Data, Internet & content services to
businesses and consumers.
 Companies that provide

access to Internet, cable & satellite TV

services,
wireless communications like cellular
telephony, paging &SMS,
Wire –Line services -Local, long distance and
international telephony
Managing & automating of
these processes spanning
multiple enterprises is a
needed and is essential to
successful delivery of end to
end processes.
BPM helps companies:

• Become more accountable,

• Enhance clarity,
• Improve visibility,
• Save money,
• React quicker to competition
Business processes for ordering and
provisioning-sequence of activity

 Customer inquiry.
 Order by customer.

 Configuration of service.

 Installation.

 Completion of request.

Interaction with other processes

 Service assurance.

 Customer care.

 Billing.
Providing services Using Web based
Solutions
 Start process when customer interface
management service receives request.
 Validate order and verify that required

information for processing order is available.

 Create service.- Use service configuration

system.
 Configure network elements involved.
 Add service and customer details for billing.