Who is the TeleManagement Forum?

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Who is the TeleManagement Forum?

• Over 350 members including
• Service Providers
• Network Operators
• 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.

www.tmforum.org
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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 providers target customers should
  be, what market segments should the service
  provider serve, what are the service providers
  vision, mission, etc.
• 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
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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 processesService development and
  configuration service problem management and
  quality analysis rating.
• Resource processesDevelop and manage the
  enterprise's infrastructure, whether related to
  products and services (ie. telecoms networks), or
  to supporting the enterprise itself.
• Supplier/Partner processesInteraction 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.
• Operations processesEnable direct interaction
  with the customer support customer operations
  and management. Fulfilment, Assurance, Billing
  (FAB) are the day-to-day, real-time core of
  Operations.
• Enterprise Management processesSet 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 eTOM
Customer Handling Process
Ops Support Readiness
Fulfilment
NM Service Assurance
Revenue
Selling
CRM Support Readiness
Billing Collection
Problem Handling
Customer QoS/SLA Management
Order Handling
Service Mgmt Ops Support Readiness
Service Rating
Service Quality Management
Service Problem Management
Service Configuration Activation
Resource Mgmt Ops Support Readiness
Resource Data Collection Processing
Resource Performance Management
Resource Trouble Management
Resource Provisioning
Connection Technology
Domain / Element Managers
Telecommunication Network
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Service Provisioning according to eTOM
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Service Layer and eTOM
Service Network Its about developing a
controllable production environment for creating,
launching, managing charging for services
beyond voice
Planning, developing delivering services,
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
service needs
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