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eTOM 3.

0
Business Process Framework
Mike Kelly, TMF
eTOM Support Manager
mkelly@tmforum.org
Enrico Ronco
System Integrator
enrico.ronco@tilab.com

Mike Richter
Enterprise Process Architect
michael.richter@team.telstra.com

TeleManagement Forum

February 2002

Debbie Deland, TMF


Executive Director
ddeland@tmforum.org

Purpose of these Slides

Provide overview of the eTOM Business


Process Framework Release 3.0
Provide update on eTOM Business Process
Framework progress and next steps
Show how eTOM is being applied

eTOM Release 2.0


eTOM Release 3.0 approved by members
in May
More detailed process modeling in progress

BUT
eTOM already in use!
Model structure represents huge effort to
harmonize the needs of SPs and others
Basis for building specific business scenarios
SPs need an ebusiness enhanced TOM
framework that is common across the industry

Why an eTOM?
Service Providers are driving for a common eTOM industry framework
that:
Addresses ebusiness opportunities
Broadens TOM to a total enterprise model
Reflects the increased complexity in service provider business
relationships
Evolves processes to support convergence of information and
communications services and technologies
Highlights customer control and self-management
Supports operations processes with strategic and lifecycle processes
Accommodates need for operations support processes
Uses more systematic and accepted process methodologies
Provides the linkage to the NGOSS program, including implementation of
solutions with real products

A Brief History of eTOM


1995 1998: development of TOM (Telecom
Operations Map)
1999: stabilization of TOM
2000 2001: evolution of TOM towards eTOM
May 2001: eTOM v1.0 for TMF Members Evaluation
October 2001: eTOM v2.5 for TMF Public Evaluation
March 2002: eTOM Executive Summary Released
May 2002: eTOM 3.0 TM Forum Member Approved
May 2002: eTOM GB921A Released to Members

TOM - the Telecom Operations Map


Operations Focused
At core of eTOM

Customer Interface Management Processes

Order
Handling

Problem
Handling

Customer
QoS
Management

Invoicing
and
Collections

Customer Care Processes


Service
Planning and
Development

Service
Configuration

Service
Problem
Management

Service
Quality
Management

Rating and
Discounting

Service Development and Operations Processes


Network
Planning and
Development

Network
Provisioning

Network
Inventory
Management

Network
Maintenance &
Restoration

Network and Systems Management Processes


Network Element Management Processes
Physical Resource and Information Technology

Network Data
Management

Information Systems Management Processes

Sales

Customer

Linkage to NGOSS

eTOM provides the NGOSS


Business View
eTOM processes, flows and
information are input as
requirements to the NGOSS
System View
Direct Linkage from eTOM
through Shared
Information/Data and
Systems Integration Model
Feedback from the NGOSS
development cycle is used to
validate the eTOM
eTOM Team aims to work with
other Teams (e.g. BAC/SDM)
eTOM has already
participated in NGOSS Proof
of Concept work

NGOSS Framework
O rdering 3 U se Case
Thu A pr 05 12 :47:1 9 2001
Use C ase Diag ram

Pr ovi der S ervices

Gatewa y Ser vi ces

Orde ri ng 3
Pr ocess
Customer
OSS

Gateway
Interface

C ustomer
Manag eme nt
Interfac e

Customer
O r der
M anag er

<<SDM>>
Cu stomerCo ntact

Pr oduct
Fulfi ll ment
Manag er

<<SDM >>
ProductR eq uest
<<SDM>>
ProductCatal og

*
<<SDM>>
Customer

<<S DM >>
InvoiceIn q ui ry

**
<<S DM>>
Pr oductService

<<S DM >>
Cr edi tV iol ation

Customer M anag ement S ervic es

Pr oduct Ma nage ment Se rvices

NGOSS
Knowledge
Base
Customer
Qu alif y
Cu stomer
Customer
Rela tions hip
Management

Pr e-Or der
Feas ib ility
Request Made

Update Customer
Contact Rec ord

Rec eive Pre-Order


Feas ibility Request

Ident ify Solut ion


Alt ernatives

Inf ormation

Serv ice
Dev elopmen t
and Op'ns
Management
Resource
Infr as'ture
Dev't and
Mngmnt

Supplier/
Part ner

Asses s Serv ice


Av ailability

Pr ovide Ser vice


Av ailability Date

Deter mine
Resource
Av ailability

Pr ovide Availability
Date

No Ac tion
Required

So lu tion
Alt er nativ es
Av aila ble

The eBusiness Value Network

Customer

Intermediary

Enterprise

Complementor

Supplier

Source: P. Keen and M. McDonald, The eProcess Edge, Osborne/McGraw-Hill, Berkeley, 2000

eTOM Business Relationship Context Model


End of dotcom boom,
does NOT mean
ebusiness implementation
is not critical

Customer

Service Provider

Intermediary

Implementing for the


revenue increase,
productivity increase and
cost savings opportunities
More complex business
relationships for SPs
Many interesting
combinations

Complementary
Provider

Third
Party
Service
Provider

Function or
Process
Supplier
Hardware,
Software,
Solution,
etc.
Vendors

eTOM Business Concepts


eTOM focus is on the customer and includes the core processes that directly support
the Customer (F, A, B)
eTOM Framework has an Operations Support and Readiness (OSR) grouping
alongside FAB
Back-office vs. front-office
OSR enables FAB to be real-time and effective

eTOM Framework has a Strategy, Infrastructure & Product (SIP) grouping


Strategy & Commit
Infrastructure Lifecycle Management
Product Lifecycle Management

eTOM Framework integrates processes occurring within the Enterprise with those of
Partners and Suppliers
eTOM Framework has an Enterprise Management grouping for the remaining
corporate Service Provider processes

eTOM Framework and Process


Implementation Concepts
Separation of the Product view from the Service View
eTOM Framework is organized in Horizontal and Vertical
process groupings, as views into the same detailed processes
eTOM Framework positions entities with which the Enterprise
interacts
eTOM Framework uses hierarchical decomposition as the basis of
the process modeling
Process Elements in the eTOM Framework represent every
business process used by the Enterprise
eTOM Framework clearly defines each Process Element
Process Elements can be included in more than one Vertical Endto-End Process Grouping
eTOM Processes are defined as generically as possible to support
all Products, Services and Channels that are used within the
Enterprise

Process Flow Concepts

To develop process flows...


All processes are decomposed on a functional basis to the
level where process flow threads can be defined
Each Service Provider can choose to implement their
process flows differently, with mix-and-match from the
eTOM processes
The eTOM process flows and decompositions are designed
to link input, process element and output, and to provide
high-level definition of information requirements and
business rules

The
eTOM Business Process Framework
V 3.0

eTOM Business Process Framework Conceptual


Structure
Customer
Strategy,
Infrastructure &
Product

Operations

Market, Product and Customer

Service

Resource
(Application, Computing and Network)

Supplier/Partner

Suppliers/Partners
Enterprise Management
Shareholders

Employees

Other Stakeholders

The Operations area


FAB is still the core of the Operations area
Operations Support & Readiness is separated from
FAB
OPS also supports functional process groupings
shown as horizontal layers

Operations
Operations
Support &
Readiness

Fulfillment Assurance

Customer Relationship Management

Service Management & Operations

Resource Management & Operations


(Application, Computing and Network)

Supplier/Partner Relationship Management

Billing

The Strategy, Infrastructure & Product


area
SIP encompasses
strategy and lifecycle
management processes in
support of operations
Strategy & Commit
Infrastructure Lifecycle
Management
Product Lifecycle
Management

SIP also has functional


groupings, aligned with
those in OPS

Strategy, Infrastructure & Product


Strategy &
Commit

Infrastructure
Lifecycle
Management

Product
Lifecycle
Management

Marketing & Offer Management

Service Development & Management

Resource Development & Management


(Application, Computing and Network)

Supply Chain Development & Management

The Enterprise Management area


Enterprise Management not a focus for TM Forum
EM processes common to any business
Enterprise Management

Strategic
Strategic &
&
Enterprise
Enterprise
Planning
Planning

Financial
Financial &
&
Asset
Asset
Management
Management

Brand
Brand
Management,
Management,
Market
Market
Research
Research
&
& Advertising
Advertising

Stakeholder
Stakeholder &
&
External
External
Relations
Relations
Management
Management

Disaster
Disaster
Recovery,
Recovery,
Security
Security &
&
Fraud
Fraud
Management
Management

Human
Human
Resources
Resources
Management
Management

Research
Research &
&
Development,
Development,
Technology
Technology
Acquisition
Acquisition

Enterprise
Enterprise Quality
Quality
Management,
Management,
Process
Process &
& IT
IT
Planning
Planning &
&
Architecture
Architecture

eTOM Level 0
CEO Level View
Customer

Strategy, Infrastructure & Product


Strategy &
Commit

Infrastructure
Lifecycle
Management

Product
Lifecycle
Management

Operations
Operations
Support &
Readiness

Fulfillment Assurance

Marketing & Offer Management

Customer Relationship Management

Service Development & Management

Service Management & Operations

Resource Development & Management


(Application, Computing and Network)

Resource Management & Operations


(Application, Computing and Network)

Supply Chain Development & Management

Supplier/Partner Relationship Management

Enterprise
Management

Strategic &
Enterprise
Planning

Brand Management,
Market Research &
Advertising

Financial & Asset


Management

Human Resources
Management

Stakeholder & External


Relations Management
Research &
Development,
Technology
Acquisition

Billing

Disaster Recovery,
Security & Fraud
Management
Enterprise Quality
Management, Process & IT
Planning & Architecture

eTOM and Beyond

eTOM Current Activity


Subteams (process area decompositions and/or flows)
Service Assurance
links with WSM work

Customer Relationship Management


Billing-related and non billing-related

Supplier/Partner Relationship Management


also how to address Partner Relationship Management

Resource Management
detail and integration for Network/Application/Computing
links with EML debate and SID work

End2End Flows
Service Assurance, Fulfillment, Billing

Harmonization of OS&R/FAB split


Information specifications (with SID)
Support to eTOM use within Catalysts/E2E NGOSS projects

GB921A in member review processNext levels of detail for selected areas per above

Contact Us

North America Office

European Office

1201 Mt. Kemble Road


Morristown, NJ 07960
USA
Tel: +1 973-425-1900
Fax: +1 973-425-1515

67 Corder Road
Ipswich, Suffolk IP4 2XB
ENGLAND
Tel/Fax: +44-1473-288595

E-Mail:
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Web Address: www.tmforum.org

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