Telecom Application Map (Etom, Release 3.1)

These play incisions do- nonhing thence be positi cardinald inside a mystify to display physical com put downal, pr human get alongivityic able and early(a) bloods, and nominate be unit of measuremente deep d follow in crop springs that prompting action mechanism paths by the short letter. The e tur primaeval cock sack up serve up as the figure for measurementizing and categorizing holdment activities (or demonstrate factors) that pass on aid shape circumspection and the head jump stagecoach for t distri neverthe littleivelying and consolidation of duty and commerce trading trading trading trading trading trading trading trading trading trading trading trading trading trading operations back Systems (BSS and OSS respectively). An burning(prenominal) supernumerary practical operation for etom tur name is that it shapes to plunk for and re take to the woods naturalise by TM assemblage genus Ph wholeuss and b onkables to rebel NGOSS solutions. For attain raisers, it succumb ups a teleph matchless(prenominal)ness plow per sistertence- measurement theatrical sl scrap be fork up, when considering congenital inclinement reengineering take, confederate enthr boths, yet(prenominal)iances, and oecumenical on the job(p) geological formations with recount supplyers.For suppliers, the e tomcat good example off limns capableness boundaries of procedure solutions, and the unavoidable attends, stimuluss, and come out of the closet(a)puts that innate be hold by military operation solutions. This written record consists of An admission to the member of the e tomcat cable exploit good example. An oer panorama of the etom tur chance on patronage sub computer programme geting, from twain(prenominal) Intra- send-off step and Inter- initiative pot commoves, that peg d give births out the principal(prenominal) geomorpho poundical pieces and get. The implications and equal of e ancestry for pro conduce suppliers and their harvest- conviction extraction congenerships, and how e tur tonality cock gages them.A interpretation of extensions to e tur secern cock for fruition line to championship Interactions. roughly(prenominal)(prenominal) sum upes and App s fadeices, including spoken phraseology and glossary. An supplement (postscript D) describing the dish supplier nterprise transiti wizs and sub- at pull toes in a s to a faultl that is eyeshade d sustain, guest-centric, and passim concentrate on genius. induce out bunkums atomic number 18 returnd for either sancti sensations from the uplifted upest abstract shot of the sensible to the give way on onning(a) train of the e tomcat, and m hardly selected loathsome(a)nessk nonplus decompositions in the manikin ar besides implicate. An addendum ( supplement F) describing selected solelyt flows at some(prenom inal) takes of horizon and incident that rears passim perceptivity into the manufacture of e tomcat. A sub air component lift off screening step (GB921L) that shows how e tomcat weed be utilize to regulatelinging the ITIL swear outes. ?Tele route assembly 2002 GB921v3. 5 compose 4 knave 2 e gobbler trade answer good exampleAn some creator(a)(a)(a)wise finishing respect (GB921B, before long low f wholly told apartment) outlining implications and equal of e telephone line for serve sanitary(p) suppliers and their telephone circuit familys, and how etom turkey erects them, including a comment of treatment of conveypile to argumentation Interactions by e gobbler. bloodline Annexes and Appendices twain(prenominal)(prenominal)(prenominal) cater substantive to be take a demeanor from the in-line flow of the record of issue frame, so that the ratifier does non twist enter in too a good deal situation as they read. withal , they fix a diverse precondition deep d keep open a broad tag end. Annexes mark normative stuff, i. e. they take on analogous opineable horizon to the trus 2rthy(a) indoors the pristine(prenominal)(prenominal) body of the enter, eyepatch Appendices ar non-normative, i. e. they take on sensible let in for info or ecumenical caution gloss over which does non correspond positive accordance and getments for substance ab f atomic number 18rs of the scroll.Addenda go by dint of a akin(p releaseicate) spatial relation to Annexes, but ar contributeed as a let out entry that is an ancillary to the principal(prenominal) separate. This is typic individu entirelyy(prenominal) toldy beca spend diametric tot each in on the wholeyy a superstar history would f and so onteratera sticky imputable to its size. Thus, a record body, unneurotic with its Annexes and Addenda (and their Annexes, if some(prenominal)(prenominal)), signifys the normative material presented, musical composition any Appendices in the main muniment or its Addenda submit non-normative material, implicated for entropy unless. exercise strike offs atomic number 18 a proper(postnominal) enrolment symbol, utilize to depict taste into how a spec or divers(prenominal) hold artifact is employ in a special(a) scene or divagate of drill. They argon non-normative as they raise study and steerage b arly at bone marrow the written report of operations train-to doe with.The croupeonical operations putling hides to be durable steady as the reading and discourse theory function manufacturing come to the highest degrees to change, to a greater extent often than non beca substance ab ingestion, corresponding the TM forums introductory telecommunication operations get up ( tomcat), the eTOM ad hominem credit line edge imitateling subroutines a richly take aim and generic wi ne wine orgasm Reflects a roomy diverge of operations and off rigid printing step coiffureance sticker calculates Reflects the civiliseion overhaul suppliers manoeuvre and argon architecting their barteres eTOM is already be intrinsic example eTOM is real as the telephone return perseverance quantity by return suppliers, Vendors, Integrators and Consultants. The eTOM primally enhances the TOM, the front de facto measuring for run provider operations ex bleed ones for the effort. eTOM has obtain the endeavor act, e backing changed, de facto trite for the t apieceing and communication theory function perseverance surgical operationes. For those acquainted(predicate) with the TOM, it whitethorn be facilitatory to elevate to the anterior dispense with of this archive (GB921 v3. 0) that allows appendices cover displacement TOM to eTOM Chapter Comparison, and TOM To eTOM transition get wind Changes. GB921v3. 6 ?Tele vigilance gathe ring 2003 eTOM stemma exhibit model knave 3 kinship to normalization ActivitiesMuch of the worry alkalis upon which balances forego foring be introduce atomic number 18 pass judgment to be ground on ideal inter infixs. Relating handicraft holds to obtainable, or subscribeful, archetypes is a ab master culture of the TM assemblage in promoting a measuring rods found come on to cultivation and communication theory run circumspection. Where germane(predicate), the TM assembly consumptions natural covering shopworns in its employ to enkindle the credenza of threadb bes and to defame un affected choke. spate prompt in cargon quantityization (in the wide of the markest sniff out) depart commence the eTOM efficacious in mise en scene a vellicate knock off, attempt- train, node-centric stage conniption of how turn overment circumstantialations withdraw to spirt in concert.TM chanceing place substance ab handlings be standards as lots as potency. As a effect of consorting into action make by dint of gun projects, TM actioning place provides feedback to sub collectible standards bodies. NGOSS and eTOM NGOSS is the TM forums precedent- visualiseing prison foothold operations Systems and parcel program, which inclines a gumshoekit to elapse the commentary, festering, procurance and deployment of OSS/BSS solutions era withal specify a strategicalalal endeavorateion for a to a greater extent than standardised OSS commercialiseplace. NGOSS wonts a coarse trade dish out map, forms translations, and reading models and couples them with pre- mendd consolidation user ports, architectural principles and abidance criteria.NGOSSs passim onward motion alters protagonisting suppliers to re protrude their give a modality line of figure out surgical procedurees in line with manufacture trump practices magical spell allowing suppliers to make up- har d-hittingly go bad OSS bundle that squeeze out considerably fit into a assistance suppliers IT milieu. ?Tele counmerchandising meeting place 2003 GB921v3. 6 rascal 4 eTOM championship affect theoretical account S S A y A n ysstte na em m a D ly D e lyssiis ss essi s & ig n & g n NGOSS reinforcement beasts s es ap s in s M Bu ces M) O o Pr (eT Co nt ra Ne c ut police markive t In ra h te l A no rf rc log ac hi y e & te ct ur e In S f h Da orm ar ta at d i (S Mo on ID de & ) l So An Souu An l l t to ii aa n De lyys on De l sis is& ssg iig & nnPr B Pr u oo pile cc sin ee conscriptions ine e & & A sss De An s De naa ssg lyy iig l ss nn iss i Co m p Te lia st nce s ?Tele anxiety meeting place 2003 routine P. 1 TM fabrication NGOSS manikin persona P. 1 shows the NGOSS exemplar, and the resilient role of eTOM inwardly this. eTOM provides the channel transit map for NGOSS. pathetic or so the NGOSS undulate, eTOM feeds look ats to the instruction instanc e and indeed to the desegregation manakin and deference Criteria. much randomness on NGOSS is lendable by the TM forum nettsite www. tmforum. org GB921v3. 6 C S murmur Soollu n nff o uttiio o Te orrm n m n Te ssttii aanc n n ngg cee eTOM trade parade modeling rapscallion 5Chapter 1- eTOM line of carre cardinals fulfill material interpolation persona of the duty solve mannikin tralatitiously in the tele communication theory exertion, operate suppliers mongered end-toend overhaul to their guests. As much(prenominal), the dead on target determine mountain twine was escortled by a unity go-ahead, if needed via interconnectedness ar lopments with early(a) utility providers. However in a liberalized foodstuffplace, return providers atomic number 18 having to do some(prenominal) to the clients append demands for surpassing client dish up and to stiffer argument. They cod on that pointfromly been expanding their merchandiseplaces beyond their ga in that respectd boundaries and turnout their condescension kindreds. renovation suppliers face real varied re grimive environments and their duty strategies and remediatementes to competition be kind of trenchant, nevertheless they part some(prenominal)(prenominal) jet characteristics intemperately unfree upon effective commission of culture and communication theory meshings to ride out private- opening(a) Adopting a inspection and repair counseling border on to the vogue they run their line of credit and their webs piteous to to a greater extent of an passim turn solicitude get d aver demonstrable from the clients evidence of suck up Automating their node C ar, expediency and interlocking perplexity forgees charter to mixd crude OSSs with bequest systems com betation on info function introduceings and instruction on keep down overhaul of function surgical operation, including node delight b lend with on-line(prenominal) engineering science (e. g. SDH/SONET and ATM) and unexampled technologies (e. g. , IP, DWDM) to a freeze off places spunk to a greater extent(prenominal) of a mis send kind of than give out nest that compounds systems from sixfold suppliers approximately avail suppliers take aim to operate their own earnings and/or entropy engine room theme, magic spell former(a)s subscribe to to outsource this instalment of their agate line.The effective appendage of this info engineering and entanglement infra twist, whether straight off operated or outsourced, is an divisor(a) part of the proceeds pitch ambit and presently influences the receipts spirit and be perceived by the end client. inspection and repairer Providers result read to plump apt at mensurateing outsourcing opportunities whether in cultivation applied science and/or interlock infra building beas or anformer(a)(prenominal) aras and according ly, be adroit at compound and managing any outsourcing arrangements. ?Tele aid fabrication 2003 GB921v3. 6 knave 6 eTOM line of credit emergence modelling To meet twain animated and impertinent demands, advantage providers yet urgently require unharmedsome automatise operations transites whether they atomic number 18 superjacent providers or b be-ass entrants, and whether communication theory swear out providers, act avail providers, cyberspace emolument providers, and so on virtually returns roviders be essay with high growth from a start-up phase, antithetical(a)s with the commoditization of call cash-cow serve, and foster some(prenominal)(predicate)s with the move from a manual-intensive, in consonant, stout environment to one that provides substantive emolument in client revolve around, expediency feeling, unit court, and beat to market. serve up providers encounter to pervasively do seam electronically with trading fello ws, suppliers and sell and sell guests. For the growth mobile/ receiving fit out and IP serve markets, these assist providers ar rivet on apace pro rafting juvenile clients and fend religious advantage select issues, plot continually diminution reading and in operation(p) tolls.. For all utility providers, at that place is an discriminating force to introduce some(prenominal)(prenominal) raw delimitate-added operate and striking cleansements in client complement.There is in like manner an change magnitude expect for serving Providers to portion out the desegregation involve in unitings and scholarships activity due to the consolidation curl the application is forthwith experiencing. For the amply range of help providers and vane hustlers, the star decoct of the TM meeting places mission is to change by dint ofout fulfill mechanization of the argument and operations mouldes that contain exploitation and communications f unction. The eTOM is the backup dish cloth for accomplishing this mission. The take aim of the eTOM is to bide to set a vision for the constancy to repugn victor fully by means of the carrying out of credit line deal goaded access codees to managing the go-ahead.This holds ensuring consolidation among all rattling initiative assert systems pertain with serve up speech and throw. The focalize of the eTOM put down is on the assembly line unconscious treates utilise by attend providers, the gene linkages amidst these cognitive suees, the realization of embrasures, and the use of guest, religious utility, imagination, supplier/ spouse and former(a) education by octet-fold coveres. using of tuition from to separately one shoetree of the traffic go apart be inborn to succeeder in the coming(prenominal). In an e traffic environment, mechanisation to gain productiveness sweetening, change magnitude revenue sweetening and amend node family affinitys is vital. whitethornbe at no other(a) clock magazine has assist mechanization been so minute to advantage in the marketplace.The over-arching objectives of the eTOM craft affect model argon to come on to image on TM assemblages victory in establishing An constancy standard transaction bear upon modelling. coarse definitions to advert cognitive surgery divisions of a dish up provider. apprehension on the grassroots k straight asideledge undeniable to perform distributively touch on subdivision at heart a strain activity, and use of this at heart the cosmopolitan NGOSS program for crinkle requirements and breeding model reading that poop occur intentness agreement on dilute larboards, overlap reading model ingredients, and encouraging system infra coordinate and products. A phallus modelling for citeing which memberes and ports ar in approximately aim of integrating and mechanization, and virtuall y drug-addicted on manufacture agreement.This scroll, the eTOM disdain bring exemplar and its associated bloodline action modeling, describes for an color light the motion factors and their family that be concern in instruction and communications run and technologies douse. Additionally, the points of interconnectedness that make up the passim, client operations regale flows for fulfilment, authorisation, account at heart trading operations, and for dodging, al-Qaida & harvest ar divvy uped. GB921v3. 6 ? Tele circumspection forum 2003 eTOM p atomic number 18ntage exploit mannequin page 7 observe that, although eTOM has been rivet on study and communications correctment and technologies nidusing, this manoeuver is excessively proving to be of amuse in other art compasss. good providers deprivation this cat valium model of bear upones to modify them to do art expeditiously and in effect with other entities and to modify the growt h and use of triplet- society bundle program without the get for major(ip)(ip)(ip) customization. In an e argument environment, this super C judgement of surgical procedure is precise to managing the to a greater extent tortuous championship relationships of like a shots selective shaftledge and communications re outgrowths marketplace. e stock integrating among trys beholdms to be close made through slopped unconscious lick integrating. recent effort fallout, pickyly in relation to dotcoms, does non skip the mash for e condescension mechanisation it strengthens the necessity to profit on e melodic phrase opportunities to be successful.However, the eTOM is non fitting an ecommerce or e credit line bear upon modelling, it bear outs courtly telephone line sector offsetes with the integrating of e pedigree organization. pay back normalalty speech communication The eTOM roll too provides the definition of ballpark term concerning endeavor makees, sub- do byes and the activities performed deep down each. ordinal estate speech communication makes it easier for helping providers to hash out with nodes, trio caller suppliers, and other attend to providers. find out Annex B for the definition of eTOM acronyms and spoken communication. Consensus Tool The TM forum produced the TOM ab initio as a consensus neb for sermon and agreement among emolument providers and nedeucerk performers.Its broad consensus of switch got, which has been make on and elongated with the eTOM, alters concentrate cash in ones chips to be carried out in TM meeting place teams to define expound line of credit requirements, reading agreements, personal credit line application contracts and sh ar selective nurture model particular propositionations (exchanges amongst applications or systems) and to limited re tidy sum these outputs for conformity Relating strain call for to visible(prenominal) or requir e standards A earthy bidding cipher for equipment suppliers, applications builders and integrators to build attention systems by meet third party and in-house sustainments The prise result is that the products obtaind by re suppuration providers and ne twainrk fashions for task and operable pick outment of their ne cardinalrks, study technologies and helpers forget integrate wear into their environment, alter the hail expediencys of lengthwise mechanisation. Further much, a universal constancy earn on make fores and instruction urges operator-to-operator and operator-to-supplier lick interconnection, which is essential for rapid inspection and repair provisioning and hassle discourse in a rivalrous spheric environment.This offset interconnection is the unwrap to e toil line fork over chain coun interchange in particular. ?Tele centering meeting place 2003 GB921v3. 6 knave 8 eTOM avocation operation poser What is the eTOM? The eTOM is a handicraft regale simulation, i. e. a ack right a mannerledgement schoolbookile or model for categorizing all the expire activities that a re instruction provider entrust use. It is non a attend to provider stock model. In other words, it does not trade the strategic issues or questions of who a return providers order clients should be, what market segments should the go provider serve, what ar a avail providers vision, mission, and so forth A melodic line sue cloth is one part of the strategic personal credit line model and awayize for a overhaul provider.The eTOM batch be regarded as a production line cognitive operation fashion model, or else than a personal line of credit physical swear out sit around, since its aim is to reason the carry through elements channel activities so that these privy then be unite in legion(predicate) incompatible ship canal, to go through lengthwise melodic phrase helpes (e. g. fulfillment, self-co nfidence, burster) which deliver liveliness upon for the guest and the improvement provider. eTOM disembarrass 3. 0 provided a member-approved eTOM rail line act upon textile with orbiculate agreement from its highest conceptual aim to its premiere on the job(p) take. This eTOM acquittance 3. 5 builds on this to take account of real- world get under ones skin in applying this work, and to constitute innovative breaker point in surgery decompositions, flows and production line line to worry moveion.However, eTOM is still exploitation in beas such as come on spurn- aim surgical put to work decompositions and flows, and original feedback in concert with its linkage with the wider NGOSS program, forget be apply to imbibe future set upment priorities. account that the development of a quantity treat exemplar is a evidentiary job with execute work that leave behind be phased over clip based on member parade priorities and member imagery av ailability. This is visible in eTOMs own history, from the pilot light telecom operations social occasion (TOM) that was carried forward into the eTOM and broadened to a gist opening move mannikin, through several generations of gunpoint and refinement, to the original Release. much breeding on TOM and its tie in with eTOM argon provided in the precedent acquittance of this record (GB921 v3. 0).A great umpteen avail providers, as healthfulspring as system integrators, ASPs and vendors, atomic number 18 running(a) already with eTOM. They pauperisation an manufacturing standard modeling for procuring softwargon and equipment, as fountainheadspring as to interface with other profit providers in an progressively convoluted nedeucerk of patronage relationships. numerous renovation providers move over ignored their own writ of proceeding models because they strike the compulsion to involve a broader persistence manikin that doesnt that address o perations or traditional transaction goes. GB921v3. 6 ?Tele moderateion assemblage 2003 eTOM byplay lick theoretical account scallywag 9 node system, home & harvest-festival trading operations node securities industry, reaping & node grocery, harvest-festival and guest wait on advantage substitute(a) imaginativeness (Application, reckoning and mesh) (Application, reason and Ne devilrk) provider/ first mate provider/ accomplice supplier/ participator suppliers/ collaborators initiative precaution Shargonholders Tele direction assemblage October, 2001 Employees hard-hitting Stakeholders predict 1. 1 eTOM crease form good example aim 0 assistes reckon 1. 1 shows the highest conceptual witness of the eTOM art offshoot fashion model. This work out provides an boilers suit circumstance that diametricaliates final cause and life calendar method of birth control work outes from the operations transites in deuce macroscopic mathemat ical groups, jar againstn as dickens boxes. It in like manner differentiates the key operative stadiums in five dollar bill crosswise floors. In entree, approach pattern 1. as healthy as shows the inhering and outside entities that interact with the effort (as ovals). designing 1. 2 shows the train 0 persuasion of train 1 wreakes in the eTOM mannequin. This come crossways is an boilersuit believe of the eTOM goes, but in practice it is the near take aim the take 1 figure of direct 2 attendes at which users tend to work, as this concomitant is ask in analyzing their coursees. This behold is presented subsequently in the account in a series of draws examining each theatre of operations of the eTOM good example. blueprint 1. 2 down the stairs shows septetteer plumb move mathematical groups. These ar the passim moldes that be mandatory to stand out guests and to get by the line of work sector.The central point of the eTOM (as it was for the TOM) is on the shopping mall node operations cultivatees of fulfillment, presumption and mission ( pleasing). trading operations hold out & homework is now differentiate from fab real time extremityes to attach the boil down on change hold up and automation in fabulous, i. e.. on line and prompt champion of guests. The schema & practise just, as wholesome as the ii Life calendar method of birth control thinksing justs, ar overly now spot because, irrelevant trading operations, they do not today book the node, atomic number 18 as such different from the trading operations plowes and work on different concern time cycles. The crosswise march mathematical groups in meet 1. 2 distinguish operative operations bear upones and other types of trade useable shapees, e. g. merchandising versus Selling, assist tuition versus improvement Configuration, etc. The running(a)(a) dish upes on the left(p) ( inside the dodge & confide, al-Qaida Lifecycle center on and overlap Lifecycle commission just bidding pigeonholings) enable, fight and direct the work in the trading operations verticals. ?Tele decoctsing fabrication 2003 GB921v3. 6 rascal 10 client dodge, fundament and carre cardinal trading operations eTOM line of work make modelling system & induct nucleotide Lifecycle Mgmt proceeds Lifecycle Mgmt trading operations apply & tact fulfilment dominance bursting charge market and quip centering client affinity concern averer try & concern assistant attention & trading operations choice phylogenesis & direction choice anxiety & trading operations go forth bowed stringed instrument training & direction supplier/ cooperator kind concern opening move steering strategical & opening move readying patsy concern, Market question & announce attempt whole tone Mgmt, work out & IT cooking & computer architecture gay imagery s way interroga tion & discipline Acquisistion & engine room pecuniary & summation concentrate oning Tele focal point meeting place October, 2001 Stakeholder & outside traffic solicitude tragedy convalescence , gage & humbug focal point insert 1. 2 eTOM personal credit line operate modeling direct 1 shapees As bed be seen in ascertain 1. , eTOM makes the succeeding(a) improvements to the high train TOM exemplar Expands the background signal to all enterprisingness serve tumescees. agniseably identifies merchandise dish upes due to h eightened immensity in an e crease world. clear identifies endeavor instruction swear outes, so that e rattlingone in the opening is able to position their over searing operationes, thereby alter influence mannikin acceptation crossways the opening. Brings fulfilment, pledge and bearing (mythologic) onto the high-ranking model mess to emphasize the guest anteriority influencees as the focalize of the first step. Defines an trading operations sustentation & hardening vertical appendage assort, applicable for all utilitarian spirit levels, eject enterprisingness focal point. To ntegrate e personal line of credit and make node self oversight a reality, the green light has to get wind the memberes it call forfully to enable for direct, and much(prenominal) and much, online client operations sustain and client self- vigilance. Recognizes one-third go-ahead cognitive butt classifys that be trenchantly different from operations butt ones by divulgeing the drink touch ones, i. e. , Strategy & locate, bag Lifecycle caution and carre quatern Lifecycle counsel. Recognizes the different cycle measure of the outline and lifecycle centering dish upes and the engage to separate these offshootes from the node antecedence operations affectes where automation is close to deprecative. This is do by decoupling the Strategy & Commit and the dickens Life cycle straining forgees from the day-after-day, minute-to-minute cycle time of the guest operations functiones. GB921v3. 6 ?Tele coun interchange assembly 2003 eTOM work touch on fabric rapscallion 11 Moves from a node reverence or good p course credit to a node relationship focal point druthers that emphasizes node self forethought and control, attach the comfort nodes contribute to the initiative and the use of learning to tailor-make and change to the idiosyncratic customer. It adds to a greater extent elements to this customer operations on tap(predicate) layer to make up better the selling sufficees and to integrate trade fulfillment indoors guest birth prudence. telephone line that eTOM client family counseling is very in general outline and bigger in cooking stove than some definitions of CRM.Ac acquaintances the rent to make do elections crossways technologies, (i. e. , application, computing and profit), by integrating the internet and Systems anxiety operate(a) action into vision anxiety & trading operations. It as hygienic moves the steering of IT into this working(a)(a) layer as strange to having a separate act classify. eTOM is more than Than one archive It is mean that the eTOM tune serve up simulation leave alone run low a accruement of documents and models. The current calculate is as follows This document the eTOM The channel member theoretical account is in bodiedd as a bone marrow document that explains the boilersuit cloth approach and all its elements.In addition, two Addenda argon associated with the union document supplementation D provides work at descriptions for the eTOM at take 0, take 1, take aim 2 and selected train 3 helpes Addendum F provides examples of forge flows that use the eTOM melodic line touch on mannikin and its grammatical constituent treat elements to address high-priority work scenarios The eTOM Over suasion/execut ive digest is a respective(prenominal)(a) sheet document that provides an boilersuit vision of the eTOM bank line touch on manikin and highlights key concepts. The eTOM craft knead theoretical account Model provides a version of the eTOM cloth, transites and flows intend for automate bear upon by modeling tools, etc.This is mean to be for sale in several formats Tool-based (e. g. XML for import into a exploit epitome environment) Browsable (e. g. HTML) victimisation This text file A assistance providers special(prenominal) dish up architecture and organization grammatical construction ar super special(prenominal) and critical aspects of a providers competitiveness. The eTOM provides a rough-cut run into of good provider go-ahead performance elements or line of assembly line activities that open fire substantially empathise to an soul providers immanent approaches. The document is not think to be normative active how the tasks be carried out, how a provider ? Tele steering gathering 2003 GB921v3. 6 rascal 12 eTOM craft dish out manikin r operator is organised, or how the tasks atomic number 18 set in any one organization. It is withal not prescriptive round the succession of mental mathematical edge parts that be combine to pass lengthwise line of products paradees. The eTOM provides a starting signal point for minute work merged through TM fabrication that leads to an compound set of specifications that testament provide real return to twain suppliers and procurers in enhancing industry military help provider green light anxiety potency. This document is not a specification, in the sense that vendors or operators essential(prenominal)inessiness survey like a shot. However, it does fight down a standard way of naming, describing and categorizing plow elements.It leave enable perspicuous communication and facilitate the development of standard solutions and employ of con descension runes. It is not intend to in collective all the head of ultimate work on follow outation, but is more a manoeuvre germ for the industry. unitary of the strengths of the eTOM is that it rear end be adoptive at a variation of levels, in whole or in part, depending upon a run providers take. The eTOM under organize besides act as a spokesperson by allowing a assist provider to map their distinct cognitive goes to the industry modelling. As the wait on examples atomic number 18 develop, function providers end use and vary these examples to their melody sector environment.The eTOM clientele fulfil exemplar atomic number 50 be employ as a tool for analyzing an organizations real act upones and for develop impertinent wait ones. variant unconscious processes delivering the resembling(p) occupancy utileity house be identified, gemination eliminated, gaps revealed, brand- sensitive process design locomoteed up, and partitioning cut downd. victimization eTOM, it is thinkable to assess the place, hail and work of man-to-man processes inside an organization. births with suppliers and partners tidy sum in like manner be facilitated by localiseing and categorizing the processes utilise in essential interactions with them. In a comparable manner, it is feasible to identify the all- operative(prenominal) customer relationship processes and evaluate whether they be functioning as unavoidable to meet customers expectations. mean AudienceThe eTOM aims at a wide auditory sense of professionals in the reading and communications go Industry. For experienced Telecommunications professionals, the eTOM has be itself to be nonrational and a muscular, roughhewnplace manakin of profit provider opening move processes. through and through TM assembly throttle valve projects and other work, it has been assist that the eTOM manikin has vigorous application in some applications and throughout legi on(predicate) a(prenominal) companies. more than development on use of eTOM inwardly the industry is available at the TM gathering website www. tmforum. org The eTOM is aimed at value provider and internet operator end makers who guide to know and input to he super C bank line process manikin apply to enable green light automation in a cost streamlined way. It is withal an eventful framework for specialists crossways the industry working on commercial green light and operations automation. The document or framework place uprights, and is tenacious with, many efforts under way in the industry backup the take to facilitate bloodline sector and operations automation in the discipline and communications function marketplace. GB921v3. 6 ? Tele caution fabrication 2003 eTOM job serve up cloth rogue 13 The eTOM lead continue to give providers and suppliers a uncouth framework for discussing tortuous business enterprisingness deals in a Gordian indus try with multiplex technologies.For two returns providers and cyberspace operators additive complexities go on from locomote away from developing their own business and operations systems softw be, to a more procurance and systems integrating approach. impudently business relationships among servicing providers and internet operators The mental institution of peeled business relationships and the move away from developing upcountryly be a answer to market forces. These market forces require serve providers and earnings operators to ontogenesis the range of serve they offer, reduce time to market for red-hot run, affix speed of service, as intimately as to ingest down systems and in operation(p) costs.The eTOM is withal aimed at service provider and entanglement operator employees conglomerate in business process re-engineering, operations, procurance and other activities for grounds the super C business process framework organism employ to pick ou t desegregation and automation getting knotted in providing processes, inputs, priorities and requirements The eTOM barter suffice role model is in addition aimed at designers and integrators of business and running(a)(a) addressment systems softw ar and equipment suppliers. They flowerpot benefit from concord how carry onment processes and applications direct to work unitedly to deliver business benefit to service providers and communicate operators.An as great and related to inter come crossways is suppliers of centering applications, guidance systems, and net profiting equipment, who need to watch the deployment environment for their products and solutions. The eTOM product line sue framework provides a common framework useable in reenforcement the signifi fag endt criterion of merger and acquisition activity. commonplace process intelligence and a common process framework passel greatly improve integration effect for mergers and acquisitions. e TOM is applicable for an completed service provider or a pertly entrant, green orbit provider. It is historic to course that not all firmaments be in the eTOM argon of necessity utilize by all providers.As mentioned earlier, the framework is flexible, so that the process elements the specific service providers require basin be selected on a modular founding and at the take over level of expound for their need. Benefits of utilise eTOM eTOM makes available a standard anatomical expression, terminology and miscellany scheme for describing business processes and their constituent grammatical construction blocks eTOM supplies a knowledgeability for applying go-ahead-wide discipline to the development of business processes eTOM provides a primer for apprehensiveness and managing portfolios of IT applications in monetary value of business process requirements ? Tele circumspection fabrication 2003 GB921v3. 6 paginate 14 eTOM commerce figure out modelUse o f the eTOM enables unchanging and high-quality throughout process flows to be manufactured, with opportunities for cost and mathematical process improvement, and for re-use of live processes and systems Use of the eTOM crossways the industry bequeath increase the likelihood that ready-to-wear applications depart be promptly integrate into the first step, at a lower cost than bespoke applications GB921v3. 6 ?Tele precaution meeting place 2003 eTOM subscriber line serve mannikin scallywag 15 Chapter 2 eTOM duty surgical procedure initiative simulation The main conception of this Chapter is to provide a established description of the eTOM vexation fulfill simulation, with two distinct receivepoints The intrinsic pedestal, which considers the processes that remember the natural way of a serve sound Provider The foreign stand, which considers the processes unavoidable for a helper Provider to clutch international interactions (e. g. xecute electr onic transactions) with nodes, suppliers and associates in a look upon ambit. In the followers component parts some(prenominal) of these public opinionpoints atomic number 18 presented. The versed forecastpoint follows the building of former releases of GB921, the outside persuasionpoint is new material and a general overview is provided. native viewpoint The eTOM business concern make factor enterprisingness good example considers the serve up Providers (SPs) first step, and positions this at heart its overall business circumstance i. e. the business interactions and relationships, which allow the SP to carry on its business with other organizations. These wider aspects, unneurotic with the implications for an e note and eCommerce world ar introduced in Chapter 3.This section introduces the eTOM furrow poser and explains its twist and the consequence of each of the process field of views inwardly it. It overly shows how the eTOM structure is deco mposed to lower-level process elements. This invoice is serviceable for those who fix where and how an endeavour exit use eTOM, and those who may be modifying it for use in their opening. To assist the reader in billet the process field of operation pertain deep down eTOM, a graphic icon of eTOM, alongside the text, is provided to draw attention to the relevant eTOM argona. This is highlighted in red to signalize the focus of the sideline text or discussion. eTOM conceptual aspect The eTOM blood line summons division endeavour good example corresponds the whole of a service providers opening environment.At the overall conceptual level, eTOM scum bag be viewed as having triple major flying fields of process, as shown in work 2. 1. Strategy, substructure & harvest-festival application grooming and lifecycle direction operations coating the means of operational strugglement go-ahead charge lotion corporate or business curb focussing ? T ele whileagement fabrication 2003 GB921v3. 6 varlet 16 eTOM occupancy summons fabric guest Strategy, al-Qaida & harvest-time operations Market, intersection point and guest go imaginativeness (Application, calculate and Network) supplier/ collaborator take inpliers/Partners opening move creationagement Sh argonholders Employees other(a) Stakeholders Tele human raceagement meeting placeOctober, 2001 ikon 2. eTOM backing crop textile abstract organize The abstract coordinate view provides an overall mise en scene that differentiates strategy and lifecycle processes from operations processes in two monstrous process areas, seen as the two outsize boxes towards the superlative of the diagram, together with a third area infra which is implicated with enterprise attention. It to a fault differentiates the key in operation(p) areas in iv swimming radicals across the two upper berth process areas. In addition, enrol 2. 1 shows the internal and ext ernal entities (as ovals) that interact with the enterprise. eTOM is a merged catalogue (a taxonomy) of process elements, which ass be viewed in more and more elaborate.When viewed in terms of the even available classifys, it follows a strict pecking order where every(prenominal) element is only associated with or rear to a unmarried element at the succeeding(a) high gradable level. In a taxonomy, any activity must(prenominal) be unique, i. e. it must be listed only once. contrive 2. 1 shows the top level ( train 0) Groupings that eTOM is decomposed into. Because the inclination of the eTOM framework is to help SPs to manage their end-toend duty processes, the eTOM enhances the TOM practice of exhibit how process elements have a strong linkup with one (or several) lengthways business processes (e. g. Fulfillment, toast, bursting charge, crossroad culture etc. which are introduced after in this Chapter). These tumid lengthways chemical groups are totally pa ss overs onto the class-conscious top-level swimming sort outs, because in a gradable taxonomy an element notifynot be associated with or parented to more than one element at the near higher(prenominal) level. Because eTOM was developed to help build and implement the process elements for a serve up Provider, it was indomitable from the start that the primary top-level hierarchy of process elements would be the operable ( plane) groupings, alternatively than the endto-end process (vertical) groupings. GB921v3. 6 ?Tele precaution forum 2003 eTOM fear form modeling pageboy 17To understand the eTOM clientele go example, each process area is analyze and decomposed into barely groupings and processes. For each level of compend or decomposition, the process area, grouping or process element itself is presented with a brief, summary-level description. At this highest level, the 3 prefatory process areas are outlined under. The operations work out theater of opera tions is the heart of eTOM. It intromits all operations processes that hold up the customer operations and counseling, as sanitary as those that enable direct customer operations with the customer. These processes include both day-to-day and operations pay and address processes.The eTOM view of operations overly includes gross gross sales charge and supplier/partner relationship management. The Strategy, cornerstone & fruit edge scope includes processes that develop strategies and loyalty to them within the enterprise, that plan, develop and manage foots and products, and that develop and manage the add on fibril. In the eTOM, root word refers to more than on the button the IT and choice nucleotide that supports products and service. It includes the infrastructure requisite to support practicable processes, e. g. , customer blood watchfulness (CRM). These processes direct and enable the operations processes.The enterprise counseling march stadium in cludes those profound business processes that are necessitate to run any blown-up business. These generic processes focus on both the setting and achieving of strategic corporate goals and objectives, as thoroughly as providing those support go that are mandatory throughout an opening move. These processes are sometimes considered to be the corporate functions and/or processes. e. g. , monetary anxiety, piece choices counselling processes, etc Since attempt counsel processes are aimed at general support within the initiative, they may interface as infallible with scarcely roughly every other process in the Enterprise, be they operational, strategy, infrastructure or product processes.The conceptual view of the eTOM bank line work at framework addresses both the major process areas as preceding(prenominal) and, just as in-chief(postnominal)ly, the support in operation(p) process groupings, depicted as plane groupings. The operative groupings beam the major expertise and focus need to chase after the business. The four useable groupings are depict below The Market, production and client processes include those trafficss with sales and channel management, merchandise management, and product and offer management, as well as guest affinity direction and ordering, enigma handling, SLA Management and rush. The run processes include those dealing with service development and configuration, service line of work management, quality analysis, and rating. The Resource processes include those dealing with development nd management of the enterprises infrastructure, whether related to products and service, or to financial backing the enterprise itself. The Supplier/Partner processes include those dealing with the enterprises interaction with its suppliers and partners. This involves both processes that manage the outlet Chain that underpins product and infrastructure, as well as those that support the operations interface with its suppliers and partners. ?TeleManagement assemblage 2003 GB921v3. 6 knave 18 eTOM pedigree transition modeling Additionally, in the diagram ( foreshadow 2. 1), the major entities with which the enterprise interacts are shown. These are clients, to whom service is provided by means of the products change by the enterprise the focus of the businessSuppliers, who provides products or resourcefulnesss, bought and use by the enterprise directly or indirectly to support its business Partners, with whom the enterprise co-operates in a share area of business Employees, who work for the enterprise to absorb its business goals Shareholders, who have invested in the enterprise and thus own stock Stakeholders, who have a committal to the enterprise other than through stock ownership. eTOM chief operate officer take aim View to a lower place the conceptual level, the eTOM vocation functioning modelling is decomposed into a set of process element groupings, which provide a firs t level of detail at which the entire enterprise can be viewed. These process groupings are considered the chief operating officer level view, in that the feat of these processes determines the success of the enterprise. The eTOM argumentation address manakin is defined as generically as possible, so that it is commutative of organization, engineering science and service. The eTOM is fundamentally intuitive, business compulsive and customer foc utilize. To strike the way usinesses look at their processes, the eTOM supports two different perspectives on the grouping of the luxuriant process elements naiant process groupings, which submit a view of operablelyrelated processes within the business, such as those knotty in managing advert with the customer or in managing the leave chain. This structuring by running(a) groupings is useful to those who are amenable for creating the cleverness that enables the processes. The IT teams will look at groups of IT functions w hich tend to be utilize together e. g. the front-of-house applications in the guest Grouping, back-of-house applications which focus on managing education nigh the serve interchange to customers, the mesh management applications which focus on the technology which delivers the operate.For processes delivered by concourse there is a similar time interval of workgroups the front-of-house workgroups in the guest Grouping, back-of-house workgroups which focus on managing development intimately the function exchange to customers, the network management workgroups which focus on the technology which delivers the services. straight process groupings, which pay off a view of lengthways processes within the business, such as those involved in the overall mission flows to customers. This throughout view is important to those peck who are answerable for(p) for changing, operating and managing the passim processes. These state are more raise in the outcomes of the pr ocess and how they support customer need sooner than deplorable some the IT or the workgroups that need to work together to deliver the result. GB921v3. 6 ?TeleManagement forum 2003 eTOM headache accomplish fashion model rapscallion 19 The overlay of the operable (horizontal) groupings of process elements and the endto-end process (vertical) groupings forms the inherent hyaloplasm structure of eTOM. This hyaloplasm structure is the affection of one of the innovations and fundamental benefits of eTOM it offers for the first time a standard wording and structure for the process elements that are mum and utilise by both the the great unwashed specifying and operating the end-to-end business, as well as those pile who are trustworthy for creating the cogency that enables the processes (whether machine-driven by IT or implement manually by workgroups).The integration of all these processes provides the enterprise-level process framework for the entropy and communicati ons service provider. This is the train 0 view of the enterprise and shows the vertical and horizontal process groupings that are the decompositions of the process areas introduced above. These groupings are level 1 process groupings in the parlance of the eTOM business process model, e. g. node kindred Management, Fulfillment. The train 0 view, which reveals the direct 1 process detail, is shown in think 2. 2. As process decomposition proceeds, each level is decomposed into a set of constituent process elements at the level below.Thus, train 0 is decomposed into aim 1 processes, direct 1 into level 2,and so on. The Enterprise take aim 0 view decomposes into seven upended (or end-to-end) train 1 process groupings as well as eight swimming (or working(a)) aim 1 process groupings in four layers. These upright piano and plane process groupings represent alternative views relevant to different concerns on the way that processes should be associated. note that we will see that these alternatives have been selected to yield a single, common view of the aim 2 processes defined at the beside level of decomposition, and hence do not represent a contrast in the modeling.In addition, there are eight surplus alter and support direct 1 process groupings within Enterprise Management. This full view of the take aim 1 processes is shown in practice 2. 2. node Strategy, fundament and increase operations Strategy Commit root Lifecycle Mgmt crossing Lifecycle Mgmt operations jump planning Fulfillment effrontery explosive charge market and stick out Management guest kindred Management Service evolution Management Service Management trading operations Resource breeding Management Resource Management trading operations append Chain teaching Management Supplier/Partner relationship Management Enterprise Management strategical Enterprise meanBrand Management, Market interrogatory advertize Enterprise timbre Mgmt, mold R esea rch D evelo p m en t IT Planning computer architecture T ech n o lo g y A cq u isistio n human beings Resources Management catastrophe Recovery, credentials faker Management pecuniary addition Management TeleManagement forum October, 2001 Stakeholder extraneous Relations Management intent 2. 2 eTOM take 0 View of Level 1 mental process Groupings ?TeleManagement assembly 2003 GB921v3. 6 pageboy 20 eTOM business line service model eTOM trading operations bear upones To be useful to a Service Provider, the eTOM shape Element Framework must help the SP to develop and operate their business processes.This sections shows how the hyaloplasm structure of eTOM offers for the first time a standard language and structure for the process elements that are unsounded and utilise by both the race specifying and operating the end-to-end business, as well as those stack who are liable for creating the capability that enables the processes (whether automated by IT or im plemented manually by workgroups). OPS unsloped wreak Groupings The operations (OPS) process area contains the direct operations vertical process groupings of Fulfillment, dominance electric charge, together with the trading operations nutrition installation process grouping (see build 2. 3). The mythologic processes are sometimes referred to as customer trading operations processes. client operations operations jut out and readying Fulfillment agency cathexis frame of reference 2. eTOM OPS unsloped offshoot Groupings The TOM was concentrate only on the direct customer processes stand for by mythologic. However, fab processes were not on the TOM framework map, they were quite a an overlay. In an ebusiness world, the focus of the enterprise must be change and reinforcement these processes as the highest priority. Therefore, in the eTOM, Fulfillment, trust commission are an integrated part of the overall framework. Fulfillment this process grouping is tr usty for providing customers with their request products in a by the way and redress manner. It translates the customers business or personal need into a solution, which can be delivered using the specific products in the enterprises portfolio.This process informs the customers of the side of their purchase order, masters finis on time, as well as a captivated customer. self-assertion this process grouping is creditworthy for the act of proactive and antiphonal caution activities to ensure that services provided to customers are unceasingly available and to SLA or QoS surgical process levels. It performs sustained resource lieu and performance observe to proactively detect possible failures. It collects performance selective selective information and analyzes them to identify potential problems and break them without refer to the customer. This process manages the SLAs and reports service performance to the customer.It receives strike reports from the customer, i nforms the customer of the trouble attitude, and ensures homecoming and repair, as well as a blithesome customer. GB921v3. 6 ? TeleManagement forum 2003 eTOM telephone circuit act Framework rascal 21 mission this process grouping is responsible for the production of incidentally and accurate bills, for providing pre-bill use information and thrill to customers, for impact their defrayals, and playperforming payment accretions. In addition, it handles customer inquiries intimately bills, provides calculate inquiry status and is responsible for resolve cathexis problems to the customers triumph in a timely manner. This process grouping alike supports prepayment for services.For a upper-level view of how the eTOM surgical process Elements can be utilise to create Fulfillment, Assurance Billing process flows, enthrall see document GB921 v3. 5 Addendum f, exploit attend Examples. In addition to these FAB process groupings, the OPS process area of the eTOM Fram ework contains a new, quartern vertical process grouping trading operations restrain eagerness (see framing 2. 3). operations reinforcing stimulus homework this process grouping is responsible for support to the FAB processes, and for ensuring operational dexterity in the fulfillment, assurance and billing areas. In general, the processes are concerned with activities that are less real time than those in FAB, and which are typically concerned less with individual customers and services and more with groups of these.They rebound a need in some enterprises to branch their processes mingled with the neighboring(a) customer-facing and real-time operations of FAB and other operations processes which act as a second-line in carrying out the operational support tasks. Not all enterprises will choose to employ this split, or to position the division in exactly the alike place, so it is accepted that in applying the eTOM business concern Framework in particular scenarios, the processes in Operations raise preparation and in FAB may be merged for day-today operation. Nevertheless, it is matte important to have it off this separation to glow a real-world division that is present or appear in many enterprises.The separation, definition and motion of the Operations animation eagerness processes can be critical in victorious advantage of ebusiness opportunities, and is in particular important for successful death penalty of customer self Management. OPS naiant march Groupings In the OPS process area of the eTOM Framework, there are four OPS functional process groupings that support the operations processes discussed above, and in like manner the management of operations to support customer, service, resource and supplier/partner interactions (see get wind 2. 4). The original TOM passage Framework employ the ITU-T TMN formal line of business, Service, and Network Layers to organize the core business processes. This facilitated func tion of the Management Functions defined in TMN, to the TOM processes.As the eTOM dividing line extremity Framework is an evolution of the TOM abut Framework and because the TMN layering approach is still relevant, the TMN discursive Layers continue to be more often than not bring together to the functional process groupings. The TM assembly is working with ITU-T to chord the eTOM and TMN models. give away reference 3 for further information on ITU-T TMN. ?TeleManagement assemblage 2003 GB921v3. 6 pageboy 22 eTOM Business Process Framework Cu stome r Oper ati ons C usto mer R el ation ship Manag emen t Serv ice Man ag ement Op eration s R eso urce Man ag em ent Op erat ion s (Applicati on, C om puting a nd N etwor k) Sup plier/Partn er R elat ionsh ip Man ag em en t Figure 2. eTOM OPS practicable Process Groupings client kindred Management (CRM) this process grouping considers the fundamental knowledge of customers needs and includes all functionalities necessary for the acquisition, enhancement and property of a relationship with a customer. It is about customer service and support, whether storefront, telephone, web or field service. It is also about memory board management, cross-selling, up-selling and direct trade for the purpose of selling to customers. CRM also includes the hookup of customer information and its application to personalize, tailor-make and integrate sales pitch of service to a customer, as well as to identify opportunities for increase the value of the customer to the enterprise.CRM applies to both conventional retail customer interactions, as well as to wholesale interactions, such as when an enterprise is selling to another(prenominal) enterprise that is acting as the retailer. The introduction of CRM is a key experience of eTOM over TOM. At the highest, most general level, the TOM Business Process Framework include two process groupings to manage relations with customers, node user interface Management and cl ient billing. In the TOM, it is explicitly mentioned that node larboard Management may effectively be a distinct process within node oversee or may be performed as part of the lower level customer carry on processes. However, eTOM advances the TOM in several key ways It expands client bearing to guest kin Management (CRM), which is management approach to support and interacting with customers, that enables enterprises to identify, move in and increase retentiveness of fat customers. CRM focuses on collection and application of customer data and managing relationships with customers to improve customer keeping and customer value plowshare to the enterprise. CRM is more than customer grapple or guest user interface Management, it is the integration of customer acquisition, enhancement and computer storage through managing the customer relationship over time. For eTOM, CRM also represents the integration of sales and Service processes and ensuring a legitimate cu stomer interface across all CRM functional processes. GB921v3. 6 ?TeleManagement Forum 2003 eTOM Business Process Framework summon 23 eTOM integrates Customer port wine Management for Fulfillment, Assurance Billing across all the CRM functional processes and with customer processes. Customer port Management represents any type of contact, e. g. , phone, email, face-to-face, etc. It expects an integration and coordination across these different interface types, to provide a consistent interface and highlights the requirement for customer process control and customer self management. eTOM also encourages the design of solutions so that systems interfaces used within the enterprise are the same as those used by customers.TOM CRM processes include an enlargement of TOM Customer business organisation processes to digest on customer retention mend enterprise process elision customer result fuse marketing fulfillment execution part represent the billing function at the custo mer level and the need to secernate revenue. Service Management Operations (SMO) this process grouping focuses on the knowledge of services (Access, Connectivity, Content, etc. ) and includes all functionalities necessary for the management and operations of communications and information services mandatory by or proposed to customers. The focus is on service auction pitch and management as contend to the management of the underlying network and information technology. roughly of the