Who is the TeleManagement Forum?
Over 350 members including:
– Service Providers
– Network Operators www.tmforum.org
– System Integrator
– Equipment Vendors
– Independent Software Vendors
Mission: To help service providers and network operators automate their
business processes in a cost- and time-effective way.
Provide guidance on the shape of business processes
Agreeing on information that needs to flow from one process activity to another.
Identifying a realistic systems environment to support the interconnection of
operational support systems.
Enabling the development of a market and real products for integrating and
automating telecom operations processes.
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What is eTOM?
“enhanced Telecom Operations Map”
A business process framework:
Reference framework for categorizing all the business activities that a
service provider will use.
These activities can be combined in many different ways to implement
end-to-end business processes that deliver value for the customer and
the service provider.
Not a business model:
Does not address strategic issues or questions of who a service
provider’s target customers should be, what market segments should the
service provider serve, what are the service provider’s vision, mission,
A business process framework is one part of the strategic business model
and business plan for a service provider.
enhanced Telecom Operations Map (eTOM): The Business Process Framework For The Information
and Communications Services Industry, GB921, Version 3.5 (Draft April 2003)
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eTOM business process framework: level 0
Strategy, Infrastructure & Product Operations
Strategy & Infrastructure Product Operations Fulfilment Assurance Billing
Commit Lifecycle Lifecycle Support and
Management Management Readiness
Market, Product and Customer
(Application, Computing and Network)
Shareholders Employees Other Stakeholders
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Horizontal process groupings
Market, Product and Customer processes:
Sales and channel management; marketing management; product and offer
management; Customer Relationship Management and ordering; problem
handling; SLA management; billing.
Service development and configuration; service problem management and
quality analysis; rating.
Develop and manage the enterprise's infrastructure, whether related to
products and services (ie. telecoms networks), or to supporting the
Interaction with suppliers and partners, including managing the Supply
Chain that underpins product and infrastructure, as well as supporting the
Operations interface with its suppliers and partners.
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Vertical process groupings
Strategy, Infrastructure and Product processes (“SIP”):
Develop strategy; commit to the enterprise; develop and manage products;
build infrastructure; develop and manage the Supply Chain. These processes
direct and enable the Operations processes.
Enable direct interaction with the customer; support customer operations and
Fulfilment, Assurance, Billing (“FAB”) are the day-to-day,
real-time core of Operations.
Enterprise Management processes:
Set and monitor strategic corporate goals and objectives;
provide support services required throughout the enterprise.
(Generic processes required to run any large business.)
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Network Management & S.A. & Billing
Customer Handling Process
Fulfilment NM & Service Assurance Revenue
CRM Support Customer
& Problem Billing &
Order Handling QoS/SLA Collection
Readiness Handling Management
Service Mgmt Service Service
Service Quality Service &
& Ops Support Configuration Problem
& Readiness & Activation Management
Resource Resource Resource Resource
Mgmt & Ops Resource
Trouble Performance Data Collection
Support & Provisioning
Management Management & Processing
Domain / Element Managers
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Service Provisioning according to eTOM
Configuration & Operations Support
Activation of & Readiness Fulfillment Assurance Billing
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
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Service Layer and eTOM
Service Network Strategy, Infrastructure & Product
It’s about developing
charging for services Planning, developing & delivering services,
beyond voice including functionalities necessary for
defining strategies for service creation &
design, managing & assessing performance
of existing services & ensuring capabilities
are in place to meet future service needs
Planning, developing & delivering
resources needed to support services &
products including functionalities
necessary for defining strategies for
development of the network & other
physical & non-physical resources,
introduction of new technologies &
interworking with existing ones & ensuring
capabilities are in place to meet future
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