the enhanced telecom operations map (etom) update...
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The Enhanced Telecom Operations MapThe Enhanced Telecom Operations Map®®
(eTOM) (eTOM)
Update on Developments in eTOM as an ITU-T Recommendation
TMW, Long Beach 2004
Enrico Ronco Mike Kelly
2
Enhanced Telecom Operations MapEnhanced Telecom Operations Map®® -- eTOM:eTOM:What is It?What is It?
A telecommunications Service Provider business process frameworkDeveloped collaboratively over a decadeProvides business-oriented view
emphasizes structure/ process components/ process interactivity/ roles/ responsibilitiessets requirements for (but is neutral towards) system solution/ architecture/ technology/ implementation
Represents industry-consensus on Service Provider processes
harmonized position across global scenecan be tailored/ extended for individual companies
eTOM represents a framework for defining your own processes, and a tool for communication with others
3
A Brief History of eTOMA Brief History of eTOM1995 – 1998: development of TOM (Telecom Operations Map)
1999: stabilization of TOM
2000 – 2001: evolution of TOM towards ETOM2001: eTOM v1.0, and v2.0 for Member Evaluation
Jan 2002: eTOM v2.5 for Public Evaluation
May 2002: eTOM v3.0 is TMF Approved
2002 - 2003: Updates to core eTOM released to Members and Public
March 2004: New release eTOM 4.0 is TMF Approvedextends v3.0 with further process decompositions and flows in selected application areas, also B2B support and ITIL mappings
“e” for enhanced
… and work never stops
April 2004: Submission of eTOM 4.0 to ITU-T as a standardMay/June 2004: Formal acceptance of eTOM by ITU-T
August 2004: eTOM 4.5 released as part of NGOSS 4.5
4
eTOM: Enhanced Telecom Operations MapeTOM: Enhanced Telecom Operations Map®®
Enterprise Management
Strategy, Infrastructure & Product OperationsFulfillment Assurance BillingProduct
LifecycleManagement
InfrastructureLifecycleManagement
OperationsSupport &Readiness
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Strategy & Commit
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
(Application, Computing and Network)(Application, Computing and Network)
Customer
Enterprise EffectivenessManagement
Knowledge & ResearchManagement
Enterprise RiskManagement
Strategic & EnterprisePlanning
Financial & AssetManagement
Stakeholder & ExternalRelations Management
Human ResourcesManagement
5
eTOM 4.0 compared with eTOM v3.0eTOM 4.0 compared with eTOM v3.0
Areas of UpdateOperations Process Area fully decomposed to Level 3Rationalization of Strategy Infrastructure & ProductLevel 2 process groupings
SIP Level 3 decompositions now being worked for eTOM v4.5Re-design of Enterprise Management Level 1 - 2Process groupingsRationalization of B2B theme with the introduction of the eTOM Business Operations Map
StandardizationeTOM 4.0 now accepted by ITU-T as a formal international Recommendation
6
The Operations areaThe Operations area
OperationsFulfillment Assurance BillingOperations
Support &Readiness
Customer Relationship Management
Service Management & Operations
Resource Management & Operations(Application, Computing and Network)
Supplier/Partner Relationship Management
“FAB” provides the core of the Operations area
Operations Support & Readiness is separated from FAB
“OPS” also supports functional process groupings shown as horizontal layers
7
The Operations Level 2 ProcessesThe Operations Level 2 ProcessesOperations
Fulfillment Assurance BillingOperations Support & Readiness
Service Management &Operations
Resource Management &Operations
Supplier/Partner RelationshipManagement
Customer RelationshipManagement
Retention & Loyalty
Customer Interface ManagementSelling
Resource Data Collection & Processing
Supplier/Partner Interface Management
S/P PerformanceManagement
S/P Problem Reporting &Management
S/P Requisition
Management
ResourceProvisioning
ResourceTrouble
Management
ResourcePerformance Management
ServiceQuality
Management
ServiceProblem
Management
CustomerQoS / SLA
Management
S/P Settlements& Billing
Management
Service &Specific Instance
Rating
Billing & Collections
ManagementMarketingFulfillmentResponse
S/PRMSupport &Readiness
SM&O Support &Readiness
RM&O Support &Readiness
CRM Support &Readiness
ServiceConfiguration & Activation
OrderHandling
ProblemHandling
8
Fulfillment (L1)
Resource Management & Operations (L1)
Examples of L3 decompositionExamples of L3 decomposition
Resource Provisioning (L2)
Allocate & DeliverResource (L3)
Configure & ActivateResource (L3)
Test Resource (L3)Collect, Update &Report Resource
Configuration Data (L3)
9
The Strategy, Infrastructure & Product areaThe Strategy, Infrastructure & Product area
“SIP” encompasses strategy and lifecycle management processes in support of operations
Strategy, Infrastructure & Product
Product Lifecycle Management
Infrastructure Lifecycle Management
Strategy & Commit
Marketing & Offer Management
Service Development & Management
Resource Development & Management(Application, Computing and Network)
Supply Chain Development & Management
Strategy & Commit
“SIP” also has functional groupings, aligned with those in “OPS”
Infrastructure Lifecycle ManagementProduct Lifecycle Management
10
The SIP Level 2 ProcessesThe SIP Level 2 Processes
InfrastructureLifecycle Management
ProductLifecycle Management
Strategy & Commit
Strategy, Infrastructure & Product
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
Sales Development
Product Marketing Communications
& Promotion
ServiceDevelopment &
Retirement
ResourceDevelopment &
Retirement
Supply Chain Development
& Change Management
MarketingCapability Delivery
Product & OfferCapability Delivery
Product & Offer Portfolio Planning
MarketStrategy &
Policy
ServiceCapabilityDelivery
Service Strategy & Planning
Resource Strategy & Planning
Supply ChainStrategy & Planning
ResourceCapabilityDelivery
Supply ChainCapabilityDelivery
Product & OfferDevelopment& Retirement
11
EnterpriseEnterpriseManagementManagement Enterprise
Management
Enterprise EffectivenessManagement
Stakeholder& ExternalRelations Management
Enterprise RiskManagement
Strategic & EnterprisePlanning
Financial & AssetManagement
Knowledge & ResearchManagement
Human ResourcesManagement
Business Development
Strategic Business Planning
Enterprise Architecture Management
GroupEnterprise Management
AssetManagement
Financial Management
Community Relations Management
Corporate Comms & Image Mgt
Enterprise Quality Management
Process Management& Support
Organization Development
HR Policies& Practices
Knowledge Management
ProcurementManagement
Security Management
Business Continuity Management
Fraud Management
Insurance Management
Audit Management
Program& Project Management
Enterprise Performance Assessment
Facilities Management& Support
ResearchManagement
Technology Scanning
Level 0
Level 1
Level 2
ShareholderRelations Management
Regulatory Management
Legal Management
Board & Shares/Secur.Management
Workforce Strategy
Workforce Development
Employee& Labor Relations Mgt
12
Element Management
Network Management
BusinessManagement
ServiceManagement
TMN Layers correspond with TOM horizontals
TOM processes are captured in “FAB” area of eTOM Operations
eTOM maps the NGOSS Business View
Network and Systems Management Processes
Service Development and Operations Processes
Customer Care Processes
Customer
Network Element Management Processes
Information System
s Managem
ent Processes
NetworkPlanning andDevelopment
NetworkProvisioning
NetworkMaintenance &
Restoration
Network DataManagement
NetworkInventory
Management
ServicePlanning andDevelopment
ServiceProblem
Management
ServiceQuality
Management
Rating andDiscounting
ServiceConfiguration
Customer Interface Management Processes
Sales OrderHandling
Invoicingand
Collections
ProblemHandling
CustomerQoS
Management
Physical Resource and Information Technology
Enterprise Management
Strategy, Infrastructure & Product Operations
Fulfillment Assurance BillingProductLifecycleManagement
InfrastructureLifecycleManagement
OperationsSupport &Readiness
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Strategy & Commit
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
(Application, Computing and Network)(Application, Computing and Network)
Enterprise EffectivenessManagement
Knowledge & ResearchManagement
Enterprise RiskManagement
Strategic & EnterprisePlanning
Financial & AssetManagement
Stakeholder & ExternalRelations Management
Human ResourcesManagement
Customer
13
GB921 4.0 Suite ContentGB921 4.0 Suite ContentGB921* - Main documentGB921B - Addendum on B2B inter-enterprise
integration with eTOMGB921D* - Addendum on DecompositionsGB921F* - Addendum on FlowsGB921C - Application Note on Public B2B
Business Operations Map (BOM)GB921L - Application Note on eTOM-ITIL MappingsNote: * = updated in GB921 4.5 (Members Only), also adds
GB921P – eTOM PrimerGB921T – eTOM-M.3400 MappingsGB922 – SID/eTOM Linkages (SID document)
14
ITUITU--T M.3050 T M.3050 (based on GB921 4.0)(based on GB921 4.0)
M.3050.0: Brief context/positioning of eTOM by/for ITU-T
M.3050.1 : reproduces GB921 main document
M.3050.2: reproduces GB921 Addendum D
M.3050.3: reproduces GB921 Addendum F
M.3050.4: reproduces GB921 Addendum B
M.3050 Supplement 1: reproduces GB921 App. Note L
M.3050 Supplement 2: reproduces GB921 App. Note C
M.3050 Supplement 3: eTOM/M.3400 Mappings, jointly developed with ITU-T, now also published as GB921 App. Note T
15
eTOM Process CoverageeTOM Process CoverageeTOM Business Process Framework (includes new GB921 4.5 material)
Inter-Enterprise using Public Processes
ICT IndustrySpecific Process Decomposition
Cross IndustryHorizontal Processes
B2B Transaction Pattern Template Dictionary
RosettaNet, ebXML
GB921C Application Note
GB921 Main
RosettaNet, ebXML
Core eTOM Viewpoint
ICT IndustrySpecific Process Decomposition
GB921 Addendum D
GB921L Application Note
Using eTOM to Model ITIL Processes
Relationship with Other Frameworks
GB921 Addendum F
ICT IndustryExample
Process Flows
eTOM Introductory PrimerGB921 Addendum P
eTOM Public B2B Business Operations Map
GB921 Addendum B
GB921T Application Note
eTOM to M.3400 Mapping
16
Example Process Flows: DSL FulfillmentExample Process Flows: DSL FulfillmentCustomer
Enterprise ManagementStrategic & Enterprise Planning
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
Marketing & Offer Management
Product Lifecycle Management
Strategy & Commit
Strategy, Infrastructure & Product
Product & Offer Capability Delivery
Product & Offer Capability Delivery
Product & Offer Portfolio
Planning
Product & Offer Portfolio
Planning
Market Strategy &
Policy
Market Strategy &
Policy
OperationsFulfillment Assurance BillingOperations Support
& Readiness
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Marketing Capability Delivery
Marketing Capability Delivery
Infrastructure Lifecycle Management
Product Marketing Communications
& Promotion
Product Marketing Communications
& Promotion
Product & Offer Development &
Retirement
Product & Offer Development &
Retirement
Sales Development
Sales Development
Customer Interface ManagementCustomer Interface Management
Billing & Collections
Management
Billing & Collections
Management
Customer QoS/SLA
Management
Customer QoS/SLA
Management
Problem HandlingProblem Handling
SellingSelling
Order Handling
Order Handling
Marketing Fulfillment Response
Marketing Fulfillment Response
CRM Support & Readiness
CRM Support & Readiness
Retention & LoyaltyRetention & Loyalty
Service Strategy & Planning
Service Strategy & Planning
Service Capability Delivery
Service Capability Delivery
Service Development &
Retirement
Service Development &
Retirement
Resource Strategy & Planning
Resource Strategy & Planning
Resource Capability Delivery
Resource Capability Delivery
Resource Development &
Retirement
Resource Development &
Retirement
Service Configuration &
Activation
Service Configuration &
Activation
Service Problem
Management
Service Problem
Management
Service Quality
Management
Service Quality
Management
Service & Specific
Instance Rating
Service & Specific
Instance RatingSM&O
Support & Readiness
SM&O Support & Readiness
Resource ProvisioningResource
Provisioning
Resource Trouble
Management
Resource Trouble
Management
Resource Performance Management
Resource Performance ManagementRM&O
Support & Readiness
RM&O Support & Readiness
Resource Data Collection & ProcessingResource Data Collection & Processing
Supply Chain Strategy & Planning
Supply Chain Strategy & Planning
Supply Chain Development &
Change Management
Supply Chain Development &
Change Management
Supply Chain Capability Delivery
Supply Chain Capability Delivery
S/P Interface ManagementS/P Interface Management
S/P Requisition
Management
S/P Requisition
Management
S/P Problem Reporting &
Management
S/P Problem Reporting &
Management
S/P Settlements & Billing
Management
S/P Settlements & Billing
Management
S/P Performance Management
S/P Performance ManagementS/PRM
Support & Readiness
S/PRM Support & Readiness
Supplier/Partner
StrategicBusiness Planning
StrategicBusiness Planning
BusinessDevelopment
BusinessDevelopment
EnterpriseArchitectureManagement
EnterpriseArchitectureManagement
GroupEnterprise
Management
GroupEnterprise
Management
Enterprise Risk ManagementBusiness Continuity
Management
Business Continuity
ManagementSecurity
ManagementFraud
ManagementAudit
ManagementInsurance
Management
Enterprise Effectiveness ManagementProcess
Management & Support
Process Management &
Support
Enterprise Quality
Management
Enterprise Quality
Management
Program & Project
Management
Program & Project
Management
Enterprise Performance Assessment
Enterprise Performance Assessment
Facilities Management &
Support
Facilities Management &
Support
Knowledge & Research ManagementKnowledge
ManagementKnowledge
ManagementResearch
ManagementTechnology Scanning
Technology Scanning
Financial & Asset ManagementFinancial
ManagementFinancial
ManagementAsset
ManagementAsset
ManagementProcurement ManagementProcurement Management
Stakeholder & External Relations ManagementCorporate
Communications & Image Management
Corporate Communications &
Image Management
Community Relations
Management
Community Relations
Management
Shareholder Relations
Management
Shareholder Relations
Management
RegulatoryManagementRegulatory
ManagementLegal
ManagementLegal
Management
Board & Shares/Securities
Management
Board & Shares/Securities
Management
Human Resources ManagementHR Policies &
PracticesHR Policies &
PracticesOrganization DevelopmentOrganization Development
Workforce Strategy
Workforce Strategy
Workforce Development
Workforce Development
Employee & Labor RelationsManagement
Employee & Labor RelationsManagement
? Info & Comm System Support ?
? Work TaskAssignment ?
? Info & Comm System Support ?
? Work TaskAssignment ?
? Info & Comm System Support ?
? Info & Comm System Support ?
? Work TaskAssignment ?? Work TaskAssignment ?
Customer
Enterprise ManagementStrategic & Enterprise Planning
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
Marketing & Offer Management
Product Lifecycle Management
Strategy & Commit
Strategy, Infrastructure & Product
Product & Offer Capability Delivery
Product & Offer Capability Delivery
Product & Offer Portfolio
Planning
Product & Offer Portfolio
Planning
Market Strategy &
Policy
Market Strategy &
Policy
OperationsFulfillment Assurance BillingOperations Support
& Readiness
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Marketing Capability Delivery
Marketing Capability Delivery
Infrastructure Lifecycle Management
Product Marketing Communications
& Promotion
Product Marketing Communications
& Promotion
Product & Offer Development &
Retirement
Product & Offer Development &
Retirement
Sales Development
Sales Development
Customer Interface ManagementCustomer Interface Management
Billing & Collections
Management
Billing & Collections
Management
Customer QoS/SLA
Management
Customer QoS/SLA
Management
Problem HandlingProblem Handling
SellingSelling
Order Handling
Order Handling
Marketing Fulfillment Response
Marketing Fulfillment Response
CRM Support & Readiness
CRM Support & Readiness
Retention & LoyaltyRetention & Loyalty
Service Strategy & Planning
Service Strategy & Planning
Service Capability Delivery
Service Capability Delivery
Service Development &
Retirement
Service Development &
Retirement
Resource Strategy & Planning
Resource Strategy & Planning
Resource Capability Delivery
Resource Capability Delivery
Resource Development &
Retirement
Resource Development &
Retirement
Service Configuration &
Activation
Service Configuration &
Activation
Service Problem
Management
Service Problem
Management
Service Quality
Management
Service Quality
Management
Service & Specific
Instance Rating
Service & Specific
Instance RatingSM&O
Support & Readiness
SM&O Support & Readiness
Resource ProvisioningResource
Provisioning
Resource Trouble
Management
Resource Trouble
Management
Resource Performance Management
Resource Performance ManagementRM&O
Support & Readiness
RM&O Support & Readiness
Resource Data Collection & ProcessingResource Data Collection & Processing
Supply Chain Strategy & Planning
Supply Chain Strategy & Planning
Supply Chain Development &
Change Management
Supply Chain Development &
Change Management
Supply Chain Capability Delivery
Supply Chain Capability Delivery
S/P Interface ManagementS/P Interface Management
S/P Requisition
Management
S/P Requisition
Management
S/P Problem Reporting &
Management
S/P Problem Reporting &
Management
S/P Settlements & Billing
Management
S/P Settlements & Billing
Management
S/P Performance Management
S/P Performance ManagementS/PRM
Support & Readiness
S/PRM Support & Readiness
Supplier/Partner
StrategicBusiness Planning
StrategicBusiness Planning
BusinessDevelopment
BusinessDevelopment
EnterpriseArchitectureManagement
EnterpriseArchitectureManagement
GroupEnterprise
Management
GroupEnterprise
Management
Enterprise Risk ManagementBusiness Continuity
Management
Business Continuity
ManagementSecurity
ManagementFraud
ManagementAudit
ManagementInsurance
Management
Enterprise Effectiveness ManagementProcess
Management & Support
Process Management &
Support
Enterprise Quality
Management
Enterprise Quality
Management
Program & Project
Management
Program & Project
Management
Enterprise Performance Assessment
Enterprise Performance Assessment
Facilities Management &
Support
Facilities Management &
Support
Knowledge & Research ManagementKnowledge
ManagementKnowledge
ManagementResearch
ManagementTechnology Scanning
Technology Scanning
Financial & Asset ManagementFinancial
ManagementFinancial
ManagementAsset
ManagementAsset
ManagementProcurement ManagementProcurement Management
Stakeholder & External Relations ManagementCorporate
Communications & Image Management
Corporate Communications &
Image Management
Community Relations
Management
Community Relations
Management
Shareholder Relations
Management
Shareholder Relations
Management
RegulatoryManagementRegulatory
ManagementLegal
ManagementLegal
Management
Board & Shares/Securities
Management
Board & Shares/Securities
Management
Human Resources ManagementHR Policies &
PracticesHR Policies &
PracticesOrganization DevelopmentOrganization Development
Workforce Strategy
Workforce Strategy
Workforce Development
Workforce Development
Employee & Labor RelationsManagement
Employee & Labor RelationsManagement
Customer
Enterprise ManagementStrategic & Enterprise Planning
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
Marketing & Offer Management
Product Lifecycle Management
Strategy & Commit
Strategy, Infrastructure & Product
Product & Offer Capability Delivery
Product & Offer Capability Delivery
Product & Offer Portfolio
Planning
Product & Offer Portfolio
Planning
Market Strategy &
Policy
Market Strategy &
Policy
OperationsFulfillment Assurance BillingOperations Support
& Readiness
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Marketing Capability Delivery
Marketing Capability Delivery
Infrastructure Lifecycle Management
Product Marketing Communications
& Promotion
Product Marketing Communications
& Promotion
Product & Offer Development &
Retirement
Product & Offer Development &
Retirement
Sales Development
Sales Development
Customer Interface ManagementCustomer Interface Management
Billing & Collections
Management
Billing & Collections
Management
Customer QoS/SLA
Management
Customer QoS/SLA
Management
Problem HandlingProblem Handling
SellingSelling
Order Handling
Order Handling
Marketing Fulfillment Response
Marketing Fulfillment Response
CRM Support & Readiness
CRM Support & Readiness
Retention & LoyaltyRetention & Loyalty
Service Strategy & Planning
Service Strategy & Planning
Service Capability Delivery
Service Capability Delivery
Service Development &
Retirement
Service Development &
Retirement
Resource Strategy & Planning
Resource Strategy & Planning
Resource Capability Delivery
Resource Capability Delivery
Resource Development &
Retirement
Resource Development &
Retirement
Service Configuration &
Activation
Service Configuration &
Activation
Service Problem
Management
Service Problem
Management
Service Quality
Management
Service Quality
Management
Service & Specific
Instance Rating
Service & Specific
Instance RatingSM&O
Support & Readiness
SM&O Support & Readiness
Resource ProvisioningResource
Provisioning
Resource Trouble
Management
Resource Trouble
Management
Resource Performance Management
Resource Performance ManagementRM&O
Support & Readiness
RM&O Support & Readiness
Resource Data Collection & ProcessingResource Data Collection & Processing
Supply Chain Strategy & Planning
Supply Chain Strategy & Planning
Supply Chain Development &
Change Management
Supply Chain Development &
Change Management
Supply Chain Capability Delivery
Supply Chain Capability Delivery
S/P Interface ManagementS/P Interface Management
S/P Requisition
Management
S/P Requisition
Management
S/P Problem Reporting &
Management
S/P Problem Reporting &
Management
S/P Settlements & Billing
Management
S/P Settlements & Billing
Management
S/P Performance Management
S/P Performance ManagementS/PRM
Support & Readiness
S/PRM Support & Readiness
Supplier/Partner
StrategicBusiness Planning
StrategicBusiness Planning
BusinessDevelopment
BusinessDevelopment
EnterpriseArchitectureManagement
EnterpriseArchitectureManagement
GroupEnterprise
Management
GroupEnterprise
Management
Enterprise Risk ManagementBusiness Continuity
Management
Business Continuity
ManagementSecurity
ManagementFraud
ManagementAudit
ManagementInsurance
Management
Enterprise Effectiveness ManagementProcess
Management & Support
Process Management &
Support
Enterprise Quality
Management
Enterprise Quality
Management
Program & Project
Management
Program & Project
Management
Enterprise Performance Assessment
Enterprise Performance Assessment
Facilities Management &
Support
Facilities Management &
Support
Knowledge & Research ManagementKnowledge
ManagementKnowledge
ManagementResearch
ManagementTechnology Scanning
Technology Scanning
Financial & Asset ManagementFinancial
ManagementFinancial
ManagementAsset
ManagementAsset
ManagementProcurement ManagementProcurement Management
Stakeholder & External Relations ManagementCorporate
Communications & Image Management
Corporate Communications &
Image Management
Community Relations
Management
Community Relations
Management
Shareholder Relations
Management
Shareholder Relations
Management
RegulatoryManagementRegulatory
ManagementLegal
ManagementLegal
Management
Board & Shares/Securities
Management
Board & Shares/Securities
Management
Human Resources ManagementHR Policies &
PracticesHR Policies &
PracticesOrganization DevelopmentOrganization Development
Workforce Strategy
Workforce Strategy
Workforce Development
Workforce Development
Employee & Labor RelationsManagement
Employee & Labor RelationsManagement
? Info & Comm System Support ?
? Work TaskAssignment ?
? Info & Comm System Support ?
? Info & Comm System Support ?
? Work TaskAssignment ?? Work TaskAssignment ?
? Info & Comm System Support ?
? Info & Comm System Support ?
? Work TaskAssignment ?? Work TaskAssignment ?
? Info & Comm System Support ?
? Info & Comm System Support ?
? Work TaskAssignment ?? Work TaskAssignment ?? Work TaskAssignment ?
17
Example Interactions Flow: Ordering Example Interactions Flow: Ordering (Fulfillment)(Fulfillment)
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Customer Interface Management
Selling
OrderConfirmedby Customer
Order HandlingCustomer OrderProcessing Requested
DesignConfirmation byCustomerEngineeringRequested
DesignAccepted byCustomer
CompletionAdvised toCustomer
Retention & Loyalty
PriorityRequested
PriorityAdvised
Service Configuration & Activation
InternalServiceOrderInitiated
ServiceActivated
DesignCompleted
DesignRequested
Resource Provisioning
InternalWork OrderInitiated
CapacityRequested
ResourceActivationRequestedCapacity
Reserved
InternalResourceProvisioningCompleted
ResourceActivated
External SupplierSelection Required
External Component Requested
ExternalResourceActivated
Customer places Order
Billing & Collections
Management
Customer QoS/SLA
Management
Service Detailsfor Billing
Service Detailsfor Assurance
External OrderIssued
Order CompletionNotification
S/P Requisition Management
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Customer Interface Management
Selling
OrderConfirmedby Customer
Order HandlingCustomer OrderProcessing Requested
DesignConfirmation byCustomerEngineeringRequested
DesignAccepted byCustomer
CompletionAdvised toCustomer
Retention & Loyalty
PriorityRequested
PriorityAdvised
Service Configuration & Activation
InternalServiceOrderInitiated
ServiceActivated
DesignCompleted
DesignRequested
Resource Provisioning
InternalWork OrderInitiated
CapacityRequested
ResourceActivationRequestedCapacity
Reserved
InternalResourceProvisioningCompleted
ResourceActivated
External SupplierSelection Required
External Component Requested
ExternalResourceActivated
Customer places Order
Billing & Collections
Management
Customer QoS/SLA
Management
Service Detailsfor Billing
Service Detailsfor Assurance
External OrderIssued
Order CompletionNotificationOrder CompletionNotification
S/P Requisition ManagementS/P Requisition Management
18
Example Process Dynamics Flow: Ordering Example Process Dynamics Flow: Ordering (Fulfillment)(Fulfillment)
MarketProduct &Customer
Resource(Application,Computingand Network)
Supplier/Partner
Service
Customerrequests SPoffering
Customer InterfaceManagement Customer Interface
ManagementCustomer InterfaceManagement
Selling
CustomerRequestReceived
CustomerOrderConfirmed
S/P RequisitionManagement
ExternalComponentRequested
ResourceProvisioning
ResourceProvisioning
ResourceProvisioning
ServiceConfiguration &Activation
ResourceAllocated
ServiceConfiguration &Activation
External Supplier required
ResourceAllocationrequested
ServiceConfiguration &Activation
InternalWork OrderInitiated
ServiceConfiguration &Activation
Internal ResourceProvisioningCompleted
ResourceActivationrequested
OrderHandling
Customer OrderInitiated
Design Requested
Order Handling
Design Completed
Design Confirmationby Engineeringrequested
OrderHandling
InternalService OrderInitiated
DesignAccepted byCustomer
Retention &Loyalty
PriorityRequested
Priority Advised
External OrderIssued
Service Detailsfor Assurance
Service Detailsfor Billing
ServiceConfiguration &Activation
ResourceActivated
S/P Requisition Management
External ResourceActivated
Order Handling
Service Activated
Completion advisedto Customer
OrderCompletionNotification
ExternalResourceActivated
MarketProduct &Customer
Resource(Application,Computingand Network)
Supplier/Partner
Service
Customerrequests SPoffering
Customer InterfaceManagement Customer Interface
ManagementCustomer InterfaceManagement
Selling
CustomerRequestReceived
CustomerOrderConfirmed
S/P RequisitionManagement
ExternalComponentRequested
ResourceProvisioning
ResourceProvisioning
ResourceProvisioning
ServiceConfiguration &Activation
ResourceAllocated
ServiceConfiguration &Activation
External Supplier required
ResourceAllocationrequested
ServiceConfiguration &Activation
InternalWork OrderInitiated
ServiceConfiguration &Activation
Internal ResourceProvisioningCompleted
ResourceActivationrequested
OrderHandling
Customer OrderInitiated
Design Requested
Order Handling
Design Completed
Design Confirmationby Engineeringrequested
OrderHandling
InternalService OrderInitiated
DesignAccepted byCustomer
Retention &Loyalty
PriorityRequested
Priority Advised
External OrderIssued
Service Detailsfor Assurance
Service Detailsfor Billing
ServiceConfiguration &Activation
ResourceActivated
S/P Requisition Management
External ResourceActivated
Order Handling
Service Activated
Completion advisedto Customer
OrderCompletionNotification
ExternalResourceActivated
19
Example Process Dynamics Flow: Ordering Example Process Dynamics Flow: Ordering (Fulfillment) (Fulfillment) -- DetailDetail
MarketProduct &Customer
Service
Customerrequests SPoffering
Customer InterfaceManagement Customer Interface
Management
Selling
CustomerRequestReceived
CustomerOrderConfirmed
ServiceConfiguration &Activation
ServiceConfiguration &Activation
OrderHandling
Customer OrderInitiated
Design Requested
Order Handling
Design Completed
Design Confirmationby Engineeringrequested
OrderHandling
InternalService OrderInitiated
DesignAccepted byCustomer
Retention &Loyalty
PriorityRequested
Priority Advised
MarketProduct &Customer
Service
Customerrequests SPoffering
Customer InterfaceManagement Customer Interface
Management
Selling
CustomerRequestReceived
Customer Order Confirmed
ServiceConfiguration &Activation
ServiceConfiguration &Activation
OrderHandling
Customer OrderInitiated
Design Requested
Order Handling
Design Completed
Design Confirmationby Engineeringrequested
OrderHandling
InternalService OrderInitiated
DesignAccepted byCustomer
Retention &Loyalty
PriorityRequested
Priority Advised
MarketProduct &Customer
Resource(A pplication,Computingand Netw ork)
Supplier/Partner
Service
Customerrequests SPoffering
Customer InterfaceManagement Customer Interface
ManagementCustomer InterfaceManagement
Selling
CustomerRequestReceived
CustomerOrderConfirmed
S/P Buying S/P PurchaseOrderManagement
Ex ternalComponentRequested
ResourceProvisioning &A llocation to ServiceInstance
ResourcePr ovisioning &A llocation toService Instance
ResourceProvisioning &A llocation to ServiceInstance
ServiceConf iguration &Activation
ResourceA llocated
ServiceConf iguration &Activation
Ex ternal Supplier required
ResourceA llocationrequested
ServiceConfiguration &Activation
InternalWork OrderInitiated
ServiceConf iguration &Activation
Internal ResourcePr ovisionningCompleted
ResourceActivationr equested
OrderHandling
Customer OrderInitiated
Des ign Requested
Or der Handling
Des ign Completed
Des ign Conf irmationby Engineeringrequested
OrderHandling
InternalService OrderInitiated
DesignAccepted byCustomer
Retention &Loyalty
Pr iorityRequested
Priority Advised
Ex ternal OrderIssued
Service Detailsfor Assurance
Service Detailsf or Billing
ServiceConfiguration &Activation
ResourceActivated
S/P PurchaseOrderManagement
External ResourceAcrivated
Order Handling
Service Activated
Completion advisedto Customer
OrderCompletionNotif ication
ExternalResourceActivated
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eTOM Adoptions (eTOM Adoptions (SPsSPs))
eTOM is a reference guideline in the definition of the Vodafone worldwide IT Enterprise Architecture.
Telstra enhanced the core eTOM Framework to create a Framework for all Process Elements in Telstra down to Level 4.
eTOM is referenced in the design and implementation of the New Broadband Services Management Architecture.
eTOM is used in the definition and implementation of the business Process Framework for the merged Telia and Sonera companies.
eTOM is used to provide the basic framework for describing the process scope and positions the process capabilities of current / future systems. It also provides a neutral reference model with an associated lexicon for the processes to be addressed.
eTOM is used to map functionality of existing systemsand discover redundancies.
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eTOM Adoptions (Vendors, eTOM Adoptions (Vendors, SIsSIs, etc), etc)Reorganized existing BPM and Best Practices around eTOM, with strategic decision to increase participation in eTOM team work. Introduced internal eTOM training, with eTOM as a common language and reference throughout the company. Mapped Amdocs products to eTOM, and used as sales tool.
Used eTOM to map existing industry processes, analyze business drivers and pains, and guide the design of new processes. Also,as a framework for ISV & SI Partnerships
Have developed Telecom Reference Business Model based on eTOM (Levels 1,2 & 3), and extended to Levels 5 & 6 for business scenario investigation, legacy system gap analysis, new OSS/BSS specification, consultancy support, etc
Used eTOM for internal product training, product features cross-referencing and functional gap analysis, marketing analysis (competitors/partners), customer communication (incl. RFI/RFP), workflow “seed” processes
Used eTOM for mapping Motorola products and managed services, for gap analysis of solution portfolio and for partnership communications
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eTOM Relationships with Industry GroupseTOM Relationships with Industry GroupseTOM has been formally approved as an ITU-T Recommendation (M.3050): “M.3050 aims to improve efficiency of the business processes at the heart of any service providers' operation. The new framework will be used by industry to more efficiently implement operations and business support systems (OSS/BSS) and by ITU in the continued production of OSS/BSS specifications.”
OSS/J (enabling marketplace of interchangeable, interoperable components that can be rapidly and cost effectively assembled into end-to-end telecommunications solutions) and TMF have established a formal partnership. OSS/J is the first and only technology specific realization of TMF’s NGOSS. eTOM has been used by as the base for the OSS/J Roadmap since 2001.
RosettaNet (enabling supply chain optimization for the high technology sector) and TMF have established formal partnership. eTOM business processes will be mapped to RosettaNet processes.
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eTOM Futures: Ongoing WorkeTOM Futures: Ongoing WorkCurrent
Guidelines on eTOM application and useProcess metrication, KPIs/KQIs. etcDetailed eTOM mapping for ITIL process flows, etcBilling eTOM applications and process flowsResource Management mappings to network/element management scenarios, and process flows
PlannedeTOM Compliance - approach and testsLinkage with other industry work (RosettaNet, SCOR, BPMI, etc)Security ManagementConsideration of further process decomposition detail
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Getting Involved with eTOMGetting Involved with eTOMContributions needed:
for member review and comment on resultsfor member participation in the ongoing work with expertise in a variety of areas….
More contributions and resources wanted on the eTOM team!
Is there a work area important for your business?Do you have a view on the technical debate?Do you want feedback or advice on using eTOM?Do you want to influence where eTOM goes?
…. Then join the eTOM Team!
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Thank You for ListeningThank You for Listening
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