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Quick Reference Guide

TM Forum’s eTOM® Model

WP0108 | October 2013
David Jones and
Roderick Brown
David Jones is a Senior Consultant
with Enterprise Architects in Australia,
specializing in Enterprise Architecture,
particularly Business Architecture. He
is also an experienced practitioner
in business process improvement
and simplification. David has worked
with many sector clients, undertaking
assignments in Financial Services,
Telecommunications and Power Utilities.
Roderick Brown is a freelance Consultant
working in Melbourne, Australia,

In our recently published White Paper, ‘Quick Reference Guide:
Business Process Frameworks’, we outlined the main Business
Process Frameworks commonly in use. In this Quick Reference
Guide, we are covering Enhanced Telecom Operations Model,
more commonly known as eTOM.
However, eTOM is unlike any other of the Business Process Frameworks
we previously covered. This is because eTOM is only one part, the
Business Process part, of a set of frameworks, called Frameworx.
Frameworx was developed by an organization called TM Forum, formerly
called the TeleManagement Forum and the Network Management
Forum.

specializing in Business Architecture,
particularly in Process Architecture. He
is also an experienced practitioner in
business process improvement and
simplification. Roderick has worked
with many sector clients, undertaking
assignments in Banking, Investment
Management and Wealth Management.
David and Roderick are passionate about
helping organizations understand and
document their own business processes,
using frameworks such as APQC’s
Process Classification Framework and
standards such as BPMN as well as
applying simple approaches to improve
and simplify these business processes.

Access our free, extensive library at
www.orbussoftware.com/community

Infrastructure and Product Level Processes Beyond Level 2 8 How do Organizations use eTOM 8 Figure 11: Level 2 Processes for Marketing Overview 8 Applying eTOM 8 Figure 12: Level 2 Processes for Service Development Relationship Management and Operations and Operations Relationship Management 2 Processes and Offer Managament Conclusion 10 References 10 Figure 13: Level 2 Processes for Resource Development and Management and Management 6 6 6 6 6 7 7 7 Figure 14: Level 2 Processes for Supply Chain Development and Management 7 Figure 15: Level 2 Processes for Strategic and Enterprise Planning 7 Figure 16: Level 2 Processes for Enterprise Risk Management 7 Figure 17: Level 2 Processes for Enterprise Effectiveness Management 7 Figure 18: Level 2 Processes Knowledge and Research Management Figure 19: Financial and Asset Management 7 7 Figure 20: Level 2 Processes for Stakeholder & External Relations Management 7 Figure 21: Level 2 Processes for Human Resource Management 8 2 Figure 22: Process Interaction Example 9 Figure 23: Process Flow Example 9 © Orbus Software 2013 .Table of Contents List of Figures Introducing eTOM 3 Figure 1: Structure of Frameworx 3 Who are the TM Forum? 3 Figure 2: Architecture Layers of Frameworx 4 What is Frameworx 3 Figure 3: eTOM Level 0 Processes 5 How is Frameworx structured? 3 Figure 4: eTOM Level 1 Processes 5 What is eTOM? 4 Figure 5: Operations Level 2 Processes 6 eTOM Model in Detail 4 Figure 6: Level 2 Processes for Customer Overview 4 Level 0 Processes 5 Figure 7: Level 2 Processes for Service Management Level 1 Processes 5 Level 2 Processes 5 Figure 8: Level 2 Processes for Resource Management Background 5 Operations 6 Figure 9: Level 2 Processes for Supplier / Partner Strategy. Infrastructure and Product 6 Enterprise Management 7 Figure 10: Strategy.

3 © Orbus Software 2013 . an open digital economy. Frameworx is a suite of best practices and standards that are service-oriented. What is Frameworx? TM Forum’s Frameworx. the Forum is the largest communication service providers. Innovate. Frameworx is developed by industry leaders and practitioners in TM Forum’s collaboration community. As the TM Forum explainsi: Now. efficient business operations. Once started. the TM Forum has not only grown in numbers. such as business management and security. Figure 1: Structure of Frameworx Frameworx also includes: • Standardized Business Metrics that have been embraced by the industry and allow for benchmarking. Frameworx is a suite of best practices and standards that are service-oriented. The Forum provides member benefits that Inform. Accelerate neutral and open platform for collaboration between service providers. and • Integration Framework .architecture and standard interfaces. including unique rapidly solve business issues in critical areas. digital service providers and knowledge and practical tools for our members. the Forum has grown and evolved to consistently meet the needs of the changing market. • Information Framework (SID).Introducing eTOM How is Frameworx structured? Who are the TM Forum? The core frameworks included in the Frameworx include: • Business Process Framework (eTOM). Starting with only 8 members in 1988.. formerly known as NGOSS or “New Generation Operations Systems and Software” is the TM Forum’s program to provide ways for their members to better manage their business. The TM Forum defines Frameworx as: … a suite of best practices and standards that provides the blueprint for effective. • A suite of interfaces and APIs that enable integration across systems and platforms. • Application Framework (TAM). with over 900 member companies. and • Adoption best practices to help implementation. highly automated and an efficient approach to business operations. highly automated and an efficient approach to business operations. we’ve expanded into verticals and businesses that are dependent on the Communications Industry for their success.

TM Forum explains that eTOM is a hierarchical catalogue of the key business processes required to run a service-focused business. and outputs that must be supported by their products. This is likely to be driven by the dynamic nature of the Telecommunication industries. Consequently. external partners and suppliers. terminology and classification scheme for business processes to simplify internal operations and maximize opportunities to partner within and across industries Apply disciplined and consistent business process development enterprise-wide. The framework is defined as generically as possible so that it remains organization-.5. Obtaining detailed information on Frameworx can be very difficult. eTOM provides the blueprint for process direction.• • Figure 2: Architecture Layers of Frameworx Use of the Frameworx standards and management best practices can assist their members in ensuring ongoing conformance. It is also a neutral reference point for: • Internal process reengineering needs. allowing for cross-organizational reuse Understand. much of the publicly available publications on Frameworx and its components are often based on older versions of Frameworx. which was launched in May 2013. The TM Forum’s website lists “6 things you can do with the Business Process Framework”ii: • Create a common language for use across departments. the Business Process Framework outlines potential boundaries of software components that should align with their customers’ needs. For service providers. technology-. and service-independent. The previous version of Frameworx. integration and procurement Adopt a standard structure. reducing cost and risk of 4 • • • system implementation. For suppliers. inputs. What is eTOM? The Enhanced Telecom Operations Model or eTOM is the Business Process Framework component of Frameworx. © Orbus Software 2013 . and • General working agreements with other companies. The current version of Frameworx is Version 13. version 12. • Alliances. as well as highlighting the required functions. was only published in December 2012. systems. develop and manage IT applications in terms of business process requirements so applications will better meet business needs Create consistent and high-quality end-toend process flows. eliminating gaps and duplications Identify opportunities for cost and performance improvement through re-use of existing processes and systems eTOM Model in Detail Overview The Business Process Framework (eTOM) describes and analyzes different levels of enterprise processes according to their significance and priority for the business. Version 10 was released in November in 2010. design. updates are flowing through Frameworx more frequently than many other Frameworks. Consequently. unless you are associated with a member of the TM Forum. • Partnerships.

5 © Orbus Software 2013 . and • Enterprise Management . • Strategy. Product. Level 0 of the eTOM business process framework contains three major process areas that reflecting major focuses within typical enterprises: • Strategy. Each core process is generally part of one vertical Level 1 grouping and also one of the horizontal process groupings. and Customer: • High-level view of the market and the enterprise’s offerings. Assurance. eTOM Reference Model eTOM Framework Diagram VERSION: 1. • Operations . • Supplier/Partner: Providing products and services to the enterprise for the production of the Service.In the following sections. the focus of eTOM is on the core customer operational processes of Fulfilment. eTOM Reference Model eTOM Framework Diagram VERSION: AUTHOR: 06/06/2011 by System Administrator VERSION AUTHOR: 22/08/2012 by System Administrator Customer Strategy.Covering corporate or business support management. Infrastructure. • Resource (Application. Level 0 of the eTOM business process framework also includes views of functionality as they span horizontally across an enterprise’s internal organizations: • Market. plus the lifecycle process groupings for Infrastructure and Products. the Process Diagrams shown are those contained within the Orbus Software iServer Accelerators for eTOM. Computing.0 AUTHOR: 06/06/2011 by System Administrator VERSION AUTHOR: Level 1 of the eTOM business process framework provides a more detailed view of the Enterprise processes. and Product (SIP) Covering planning and lifecycle management. Among these vertical groupings. • Service: Product components developed by the enterprise. Infrastructure & Product Strategy & Commit Operations Infrastructure Lifecycle Management Product Lifecycle Management Operations Support & Readiness Fulfillment Assurance Marketing & Offer Management Customer Relationship Management Service Development & Management Service Management & Operations Resource Development & Management Resource Management & Operations Supply Chain Development & Management Supplier/Partner Relationship Management Billing & Revenue Management Enterprise Management Strategic & Enterprise Planning Enterprise Risk Management Financial & Asset Management Enterprise Effectiveness Management Stakeholder & External Relations Management Knowledge & Research Management Human Resources Management 22/08/2012 by System Administrator Figure 4: eTOM Level 1 Processes Customer Strategy. and Billing (FAB). Infrastructure & Product 1.Covering the core of day-to-day operational management. and • Enterprise Management. Infrastructure and Product.0 Operations Marketing & Offer Management Customer Relationship Management Service Development & Management Service Management & Operations Resource Development & Management Resource Management & Operations Supply Chain Development & Management Supplier/Partner Relationship Management Enterprise Management Figure 3: eTOM Level 0 Processes Level 2 Processes Background The next three sections will show Level 2 core processes for each of the processes areas: • Operations. and Network): Consumed in the production of the Service. The SIP processes do not directly support the customer and they include the Strategy and Commit Processes. Level 1 Processes Level 0 Processes The model shows seven end-to-end (vertical) process groupings required to support customers and manage the business. Operations Support and Readiness (OSR) is the “back-office” environment that enables support and automation for FAB.

and • Supply Chain Development and Management. This is shown to indicate that the process concerned are needed in two or more of the Level 1 verticals. • Infrastructure Lifecycle Management. Computing and Network).Process Decomposition VERSION: AUTHOR: 06/06/2011 by System Administrator VERSION AUTHOR: 30/08/2012 by System Administrator Operations PROCESS Resource Management & Operations The Operations process area includes the core (vertical) Level 1 process groupings for: • Operations Support and Readiness. • Resource Management and Operations (Application. and • Product Lifecycle Management. • Service Management and Operations.0 AUTHOR: 06/06/2011 by 0 VERSION AUTHOR: VERSION: AUTHOR: 06/06/2011 by System Administrator CRM . • Assurance. Infrastructure and Product Level 2 Processes Product Marketing  Communications &  Promotion . PROCESS © Orbus Software 2013 Figure 10: Strategy. and • Billing and Revenue Management. and • Supplier / Partner Relationship Management. some representations may just show the Level 2 Processes as a decomposition of the horizontal process groupings.Process Decomposition Customer Relationship Management Decomposition BPA .Support & Readiness Customer Interface Management PROCESS Marketing Fulfillment Response PROCESS Selling PROCESS Order Handling PROCESS Problem Handling S/PRM Support & Readiness S/P Requisition Management PROCESS PROCESS S/P Problem Reporting & Management S/P Performance Management PROCESS Retention & Loyalty Bill Invoice Management PROCESS Bill Payments & Receivables Management PROCESS Bill Inquiry Handling PROCESS Charging PROCESS Manage Billing Events PROCESS S/P Interface Management Strategy. Infrastructure and Product process area also includes the (horizontal) Level 1 processes groupings for: • Market and Offer Management. eTOM Level 2 Processes for Strategy. Infrastructure & Product Strategy & Commit Infrastructure Lifecycle Management Marketing & Offer Management Market Strategy &  Policy Product & Offer  Portfolio Planning Marketing  Capability Delivery Product & Offer  Capability Delivery Product Lifecycle Management Product & Offer  Development &  Retirement Sales Development Service Development & Management Service Strategy &  Planning Service Capability  Delivery Resource Strategy  & Planning Resource Capability  Delivery Supply Chain  Strategy & Planning Supply Chain  Capability Delivery Service  Development &  Retirement Resource  Development &  Retirement PROCESS Customer QoS/SLA Management Supply Chain  Development &  Retirement PROCESS Manage Balances Figure 6: Level 2 Processes for Customer Relationship Management 6 PROCESS S/P Settlements & Payments Management Figure 9: Level 2 Processes for Supplier / Partner Relationship Management Supply Chain Development & Management PROCESS 30/08/2012 by System Administrator Supplier/Partner Relationship Management PROCESS Resource Development & Management PROCESS Workforce Management PROCESS PROCESS PROCESS VERSION AUTHOR: 22/08/2012 by 0 Customer Relationship Management PROCESS Resource Mediation & Reporting Figure 8: Level 2 Processes for Resource Management and Operations BPA . Infrastructure & Product eTOM Framework Diagram VERSION: AUTHOR: 06/06/2011 by System Administrator VERSION AUTHOR: 28/06/2011 by System Administrator Strategy.Process Decomposition In some cases a Level 2 process is shown as being “stretched” across several Level 1 vertical groupings. Computing and Network). Infrastructure and Product The Strategy. • Service Development and Management. Infrastructure and Product process area includes the core (vertical) Level 1 process groupings for: • Strategy and Commit. VERSION: AUTHOR: 06/06/2011 by System Administrator VERSION AUTHOR: 30/08/2012 by System Administrator PROCESS Service Management & Operations PROCESS PROCESS SM&O Support & Readiness PROCESS Service Configuration & Activation PROCESS Service Problem Management PROCESS Service Quality Management Service Guiding & Mediation Resource Management & Operations Decomposition Figure 7: Level 2 Processes for Service Management and Operations BPA . PROCESS PROCESS RM&O Support & Readiness Resource Provisioning Figure 5: Operations Level 2 Processes Figure 5 shows the Level 2 Processes in the context of both the vertical and horizontal process groupings. The Strategy. However. • Fulfillment. • Resource Management and Operations (Application.Process Decomposition PROCESS Resource Data Collection & Distribution Supplier Partner Relationship Decomposition PROCESS The Operations process area also includes the (horizontal) Level 1 processes groupings for: • Customer Relationship Management. as shown below: PROCESS Resource Trouble Management PROCESS Resource Performance Management VERSION: 1.BPA .

Process Decomposition PROCESS ITIL Service Level Management 06/06/2011 by System Administrator VERSION AUTHOR: PROCESS Knowledge & Research Management 30/08/2012 by System Administrator PROCESS PROCESS Knowledge Management PROCESS Research Management Technology Scanning Figure 18: Level 2 Processes for Knowledge and Research Management PROCESS Supplier/Partner Relationship Management Financial & Asset Management Decomposition PROCESS PROCESS S/PRM Support & Readiness PROCESS S/P Requisition Management PROCESS S/P Problem Reporting & Management PROCESS S/P Performance Management PROCESS S/P Settlements & Payments Management BPA .0 AUTHOR: 06/06/2011 by 0 VERSION AUTHOR: 22/08/2012 by 0 VERSION: 1. each decompose further to Level 2 process groupings as follows: • Strategic and Enterprise Planning. Figure 19: Financial and Asset Management Stakeholder & External Relations Management Decomposition • Stakeholder and External Relations BPA .Process Decomposition VERSION: 1.0 AUTHOR: 06/06/2011 by 0 VERSION AUTHOR: 22/08/2012 by 0 • Enterprise Risk Management PROCESS Enterprise Risk Management PROCESS PROCESS Business Continuity Management Marketing & Offer Management PROCESS PROCESS Market Strategy & Policy PROCESS Product & Offer Portfolio Planning PROCESS PROCESS Security Management PROCESS Fraud Management PROCESS Marketing Capability Delivery PROCESS PROCESS Product Marketing Communications & Promotion Figure 11: Level 2 Processes for Marketing and Offer Management VERSION: AUTHOR: Revenue Assurance Management PROCESS PROCESS ITIL Information Security Management ITIL Problem Management PROCESS Sales Development Figure 16: Level 2 Processes for Enterprise Risk Management Service Development & Management Decomposition BPA .0 Resource Development & Retirement AUTHOR: 06/06/2011 by 0 VERSION AUTHOR: 22/08/2012 by 0 • Knowledge and Research Management Figure 13: Level 2 Processes for Resource Development and Management VERSION: AUTHOR: PROCESS Resource Capability Delivery Supplier Partner Relationship Decomposition BPA .0 AUTHOR: 06/06/2011 by 0 VERSION AUTHOR: 22/08/2012 by 0 • Financial and Asset Management Figure 14: Level 2 Processes for Supply Chain Development and Management PROCESS Financial & Asset Management PROCESS PROCESS Financial Management PROCESS Asset Management Procurement Management Enterprise Management The 7 Level 1 core processes. Computing and Network) Decomposition Figure 12: Level 2 Processes for Service Development and Management BPA .Process Decomposition Marketing & Offer Management Decomposition The alternate horizontal process groupings view of this are: BPA .Process Decomposition VERSION: AUTHOR: 06/06/2011 by System Administrator VERSION AUTHOR: 30/08/2012 by System Administrator Management Strategic & Enterprise Planning Decomposition BPA .Process Decomposition PROCESS Insurance Management PROCESS Product & Offer Capability Delivery ITIL IT Service Continuity Management Product & Offer Development & Retirement PROCESS Audit Management 06/06/2011 by System Administrator VERSION AUTHOR: 30/08/2012 by System Administrator Enterprise Effectiveness Management Decomposition BPA .Process Decomposition VERSION: S/P Interface Management 1.Enterprise Risk Management Decomposition BPA .Process Decomposition VERSION: AUTHOR: 06/06/2011 by System Administrator VERSION AUTHOR: 30/08/2012 by System Administrator PROCESS PROCESS ITIL Service Catalogue Management PROCESS ITIL Incident Management PROCESS ITIL Capacity Management PROCESS ITIL Availability Management PROCESS ITIL Request Fulfillment ITIL Continual Service Improvement Figure 17: Level 2 Processes for Enterprise Effectiveness Management Knowledge & Research Management Decomposition PROCESS Resource Development & Management PROCESS PROCESS Resource Strategy & Planning BPA .Process Decomposition VERSION: 1.0 AUTHOR: 06/06/2011 by 0 VERSION AUTHOR: 22/08/2012 by 0 • Enterprise Effectiveness Management PROCESS PROCESS Service Development & Management Enterprise Effectiveness Management PROCESS PROCESS Service Strategy & Planning PROCESS Service Capability Delivery Service Development & Retirement PROCESS PROCESS Process Management & Support PROCESS Enterprise Quality Management PROCESS Program & Project Management PROCESS Enterprise Performance Assessment PROCESS Facilities Management & Support PROCESS ITIL Service Asset and Configuration Management ITIL Event Management Resource Development & Management (Application.Process Decomposition VERSION: 1.Process Decomposition VERSION: AUTHOR: 06/06/2011 by System Administrator VERSION AUTHOR: 30/08/2012 by System Administrator PROCESS Stakeholder & External Relations Management PROCESS PROCESS Corporate Communications & Image Management Community Relations Management PROCESS PROCESS Shareholder Relations Management Regulatory Management PROCESS Strategic & Enterprise Planning PROCESS PROCESS PROCESS Strategic Business Planning PROCESS ITIL Release and Deployment Management Business Development PROCESS Legal Management PROCESS Enterprise Architecture Management Group Enterprise Management PROCESS ITIL Change Management Figure 20: Level 2 Processes for Stakeholder & External Relations Management Figure 15: Level 2 Processes for Strategic and Enterprise Planning 7 PROCESS Board & Shares/ Securities Management © Orbus Software 2013 . that decompose from the Enterprise Management Level 0 process area.

one of its core focuses is on: • The business processes used by service providers. 8 eTOM is widely used in the service provider industry because it provides important benefits. • It supplies a foundation for applying enterprisewide discipline to the development of business processes.Human Resources Management Decomposition BPA . terminology. service. • It provides a basis for understanding and managing portfolios of IT applications in terms of business process requirements. and • The use of customer. at a lower cost than custom-built applications. This procedure can be continued at lower levels as required. are further detailed through process decomposition. with opportunities for cost and performance improvement. and for re-use of existing processes and systems. it is natural that its focus is on the business processes. supplier/partner. shown above. eTOM represents an industry consensus on these service provider processes.0 AUTHOR: 06/06/2011 by 0 VERSION AUTHOR: 22/08/2012 by 0 How do Organizations use eTOM • Human Resources Management PROCESS Human Resources Management PROCESS PROCESS HR Policies & Practices Organization Development PROCESS Workforce Strategy PROCESS Workforce Development PROCESS Overview Employee & Labor Relations Management Figure 21: Level 2 Processes for Human Resource Management Processes Beyond Level 2 Each process in the various Level 2 models. • The linkages between these processes. The eTOM layers can generally be described as following: • Level 0: Business Activities that distinguish operational customer-oriented processes from management and strategic processes • Level 1: Process Groupings including business functions and standard end-to-end processes • Level 2: Core Processes that combine together to deliver service streams and other end-to-end processes • Level 3: Tasks and associated detailed “success model” business process flows • Level 4: Steps and associated detailed operational process flows with error conditions and product and geographical variants (where required) • Level 5: Further decomposition into operations and associated operational process flows where required . This is achieved by analyzing each process and subdividing its functionality into lower-level processes. © Orbus Software 2013 . resource. this will mean that eTOM must be tailored and / or extended for use within individual companies. and other information by multiple processes. In a 2009 White Paperiii. which has been harmonized across the global scene and is based on TM Forum Member contributions. and • Its use across the industry will increase the likelihood that off-the-shelf applications will be readily integrated into the enterprise.Process Decomposition VERSION: 1. CISCO lists some of these benefits as: • It makes available a standard structure. • The identification of interfaces. Furthermore. Not unexpectedly. • It enables the creation of consistent and high-quality end-to-end process flows. Applying eTOM As eTOM is a Business Process Framework. and classification scheme for describing business processes and their constituent building blocks.

and finally • Bill Invoice Management. The Order Handling will trigger: • Service Configuration and Activation. A process interaction diagram does not show the sequence or the timeline of these interactions. then • Supplier/Partner Requisition Management. The triggers are conditions marked on the arrows between processes. Figure 22: Process Interaction Example Figure 22 shows an example of the process interactions for a new order. By contrast. • Develop new organizational processes by using the eTOM framework: • As is. a process flow diagram presents the sequence of the process interactions as shown in Figure 23. shown in Figure 23. or • By extending the eTOM framework. referred to in the earlier. The Process Flow example. The large green arrow is an external trigger into this flow and the large red arrows are external triggers from this flow. 9 © Orbus Software 2013 . Some of these reasons include being used to: • Analyze existing organizational processes in order to: • Discover gaps. The CISCO White Paperiv. then • Resource Provisioning. A process flow can show interactions between processes at different levels. represents the same new order activities as in the previous process interaction example. and / or • Optimize processes. Extensions to the eTOM framework can be developed and applied by decomposing Level 3/4 processes and adding organizational specific details at the lower process level as required. provides two examples to illustrate these two techniques.There are a number of different reasons why a company may want to use eTOM. • By using only parts of it. Figure 23: Process Flow Example The level 1 processes are the four blue “swim lanes” and the level 2 processes are the yellow “process” boxes. Two of the main techniques used to analyze existing organizational processes are through process interaction and process flows. The customer places an order through Customer Interface Management. • Eliminate duplication.

2009 Cisco. mechanical. without the prior permission of the copyright owner. which is why Orbus Software provides their iServer Accelerators.com www. All rights reserved. or otherwise.orbussoftware. Introduction to eTOM (White Paper). No part of this publication may be reproduced.Conclusion References As we also explained in the Quick Reference Guide for SCOR. 2009 iv One of the benefits of using the iServer eTOM Accelerator is that it great for navigating through the large number of diagrams and category diagram to locate what the specific diagram you are wanting to find. This can be done through either the iSever client or the Portal.com . electronic. The Orbus Software’s iServer Accelerator for eTOM is an excellent starting point for any project or initiative you may be considering using eTOM. © Copyright 2013 Orbus Software. a major challenge of capturing all the important and useful intellectual property can be both tiresome and time consuming. i About the TM Forum . or distributed in any form or by any means. stored in a retrieval system. Such requests for permission or any other comments relating to the material contained in this document may be submitted to: marketing@orbussoftware. Introduction to eTOM (White Paper).com Orbus Software 3rd Floor 111 Buckingham Palace Road London SW1W 0SR United Kingdom +44 (0) 870 991 1851 enquiries@orbussoftware. resold.TM Forum’s Website 6 Things You Can Do With the Business Process Framework TM Forum’s Website ii iii Cisco. recording. photocopying.