Presented ByLOKESH GUPTARAKESH SONARMANISH PANDEYVIKASH SHARMABAIJNATH MANDALADITYA MAHAKULKAR

ETOM PROCESS MODEL

Balaji Institute Of Telecom Management (BITM) Pune

Purpose of the framework

Service providers require well-automated operations processes

They are faced with ever-increasing competition unpredictable market an industry undergoing shakeup.

The challenges before the service providers are Quickly provisioning new customers Service quality issues Introduction of new value-added services Improvements in customer support. Manage the integration required in mergers and

acquisitions activity due to the consolidation trend the industry is now experiencing.

Objective behind TOM & eTOM

An ‘Industry owned’ common business process model

Common definitions to describe processes of a Service Provider

Agreement on the basic information required to perform each process, sub-process and process activity

A process framework for identifying which processes and interfaces are in most need of integration and automation

Purpose of the framework is to implement a process driven approach for managing the enterprise.

Ensure integration among all vital ESS.

The focus of eTOM is on the business processesThe linkages between the processes Identification of interfacesCommon definition of termsAgreement on basic information required for each

process and identification of interfaces

Concept of ETOMThe eTOM (enhanced Telecom Operations

Map) is a guidebook, the most widely used and accepted standard for business processes in the telecommunications industry.

common companion of ITIL. these frameworks are part of the larger

context of Total Quality Management. ITU-T International Recommendation,

known in 2004. follow a customer focused pattern.

Strategies within ETOM suggest business-to-customer relationship Also business-to-business relationships

ETOM is the product of the TeleManagement Forum.part of the International Telecommunications Union.developed in 1995. through contributions of more than 35 TMF member

companies and was formally approved by the ITU in 2004.

ETOM describes all the enterprise processes required by a service provider and analyzes them.

strength of eTOM as a business process framework is that it is part of the TM Forum NGOSS program and links with other work underway in NGOSS

Some StandardITILISO9000ETOM

The eTOM team is responsible for capturing and representing business requirements in the form of business process models, and for developing and publishing these in the eTOM documentation.

DescriptionThe eTOM model consists of Level-0, Level-

1, Level-2 and Level-3 processesThe graphic representation of an eTOM

model consists of rows and columnsThe intersections of these rows and

columns point out to specific processes as specified by eTOM

The topmost row denotes the customer facing activity i.e. marketing

the bottom most row indicates the supplier facing activity and the support activities

Advantages It develops a scope addressing all enterprise

processes. It distinctly identifies marketing processes to

reflect their heightened importance in an e business world.

It distinctly identifies Enterprise Management processes, so that everyone in the enterprise is able to identify their critical processes, thereby enabling process framework acceptance across the enterprise.

It brings Fulfillment, Assurance and Billing (FAB) onto the high-level framework view to

emphasize the customer priority processes as the focus of the enterprise

eTOM Models

The eTOM Business Relationship Context Model

Service Provider Relationships

Operator Work Processes... reality

Customer CarePerformanceManagement

FaultManagement

ConfigurationManagementBilling

TrafficManagement

Aw

are

ness

Cre

ati

on

Decis

ion

Su

pp

ort

Imp

lem

en

t.of

Decis

ion

Supervision

Restoration

FaultAnalysis

TrafficMonitoring

TrafficAnalysis

Rerouting

PerformanceMeasurements

Results

SettingMeasurements

Thresholds

PerformanceAnalysis

Maintenance Actions

Work ForceAdministration

Billing DataCollection

Invoicing

RatingDiscounting

OrderHandling

CustomerQuery

Cust.InfoAnalysis

ServiceActivation

Design

Installation

ProblemHandling

Planning

CustomerInstallation

AXENetwork

Provisioning

AXEConfiguration

Analysis

AXESoftwareLoading

Fault Analysis

Performance Data Collection

ServiceInventory

ResourceInventory

Customer Care

Order Manager

Network Activator

OtherOSS

OtherOperators

Supervision

Usage Data Collection

Fault Data Collection

Fault Management

Service Activation

Billing & Rating

Quality of Service

Billing

ProductInventory

Inventory

eTOM is a framework for defining your own processes, not the final

answer itself.

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