ETOM PROCESS MODEL

Presented By
LOKESH GUPTA
RAKESH SONAR
MANISH PANDEY
VIKASH SHARMA
BAIJNATH MANDAL
ADITYA MAHAKULKAR

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 processes

 The linkages between the processes
 Identification of interfaces
 Common definition of terms
 Agreement on basic information required for each
process and identification of interfaces
 Concept of ETOM
 The 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 Standard
 ITIL
 ISO9000
 ETOM

 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.
Description
 The eTOM model consists of Level-0, Level-1, Level-2 and
Level-3 processes
 The graphic representation of an eTOM model consists of
rows and columns
 The 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
Fault Configuration Performance Traffic
Billing Customer Care
Management Management Management Management
Awareness

Order Design
Handling
Creation

Traffic
Customer Supervisio Performance Monitoring
Billing Data Query n Planning Measurements
Collection Results

Fault
AXE
Decision

Analysis Traffic
Support

Configuration Analysis
Rating Performance
Cust.Info Analysis
Discounting Analysis
Analysis
Work Force
Administration

Problem Maintenance Installatio

of Decision
Implement.

Handling Customer Actions n Setting Rerouting

Invoicing Installation AXE Measurements
Software Thresholds
Service Restoration Loading
Activation AXE
Network
Provisioning
eTOM is a framework for defining your own processes, not the final
answer itself.
Other
Customer Care Operators
Fault Management
Inventory
Product
Fault Analysis Inventory
Billing &
Rating
Service
Inventory Billing

Resource Other
Inventory OSS
Supervision Order Manager

Service Activation
Fault Data Performance Data Usage Data
Collection Collection Collection
Network Activator

Quality of Service
Any J2EE-Compliant Application Server
Wrapping and Native Legacy Third-Party
Adapters Strategies Implementations Solutions Solutions

JAXR
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Legacy XML Application ebXML
Application
Application J2EE A
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Java upon JMS/IIOP/RMI
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JAX-RPC B2B
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UDDI
Java XM
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Java upon JMS/IIOP/RMI XML upon JMS
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EMS
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