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
Creation

Handling

Traffic
Customer Supervisi Performance Monitoring
Billing Data Query on Planning Measurements
Collection Results

Fault
Decision

AXE
Support

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

Problem
of Decision

Maintenanc Installati
Handling Customer e Actions on Setting Reroutin
Invoicing Installation AXE Measurements g
Software Thresholds
Service Restorati Loading
Activation on AXE
Network
Provisionin
g
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
XML enabled
Legacy XML Application ebXML
Application
Application J2EE A
A JAXM
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Application P I
Connec
tor
A I SOAP
Java upon JMS/IIOP/RMI
P
I XML upon JMS
JAX-RPC B2B
Web Services
XM UDDI
Jav XM
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a L
API
Java upon JMS/IIOP/RMI
API
XML upon JMS
API WSDL Solutions
Connect API
or
NMS NMS
EMS
EMS
EMS