What is eTOM™?

eTOM is part of the Frameworx™ concept created by TM Forum – largest organization of telecommunication service providers and suppliers and partners in the world

• Create a common language for use across departments, systems, external partners and suppliers, reducing cost and risk of system implementation, integration and procurement
• Adopt a standard structure, terminology and classification scheme for business processes to simplify internal operations and maximize opportunities to partner within and across industries
• Apply disciplined and consistent business process development enterprise-wide, allowing for cross-organizational reuse
• Understand, design, develop and manage IT applications in terms of business process requirements so applications will better meet business needs
• Create consistent and high-quality end-to-end process flows, eliminating gaps and duplications
• Identify opportunities for cost and performance improvement through re-use of existing processes and systems

eTOM Benefits

The eTOM framework provides the following benefits:

• Provides a consistent model for all Telco processes.
Identifies marketing and customer interaction processes to reflect their heightened importance in the e-business world.
• Helps Telecom to focus on customers by bringing together Fulfillment, Assurance & Billing (FAB) operations - the core elements of effective & efficient customer service provisioning and delivery with all revenue and collection aspects.
• Defines an Operations Support & Readiness vertical process grouping, which relates to all the Operations functional layers, from customer support to core telecommunication resource management. Integrating e-business and making customer self-management a reality, the enterprise has to understand the processes it needs to enable direct online customer operations support and customer self-management.
• Acknowledges the need to manage resources across technologies (application, computing and network) by integrating the Network and Systems Management functional process into Resource Management & Operations. It also moves the management of IT into this functional layer as opposed to having a separate process grouping.
• Maps out new processes – like security or spectrum capacity management – that are necessary for Telco modernisation.
• Identifies the complete set of Enterprise Management processes that provide back office foundation and governance for effective Telco company functioning.
• Clearly communicates the common operations model, so that everyone in the enterprise is able to identify their critical processes, thereby enabling process framework acceptance and alignment across the enterprise.

enhanced Telecom Operations Map

Enhanced Telecom Operations Map – is a reference business model that can be used by any communications service provider to model operations and communicate with external world what it is doing

eTOM Business Process Framework CxO Level View (Level 1):

eTOM process view – e.g. Capture Sales Order

Top-down view of eTOM and the  building blocks definition used to map business process to harmonize flows between different parts of the organization

How to use eTOM to improve business

 After Business Process Management, Jetson and Neils, 2006

BPM Maturity in Organization

eTOM has a key role for Business Process Management Maturity growth

Scope of eTOM related TeleScope Professional Services

• Training: Introduction to eTOM
• Mapping Systems onto eTOM
• Using eTOM for Enterprise Architecture Planning
• Using eTOM for defining requirements
• Using eTOM for business transformation
• Using eTOM for system implementation

Service Example - Determine process improvement scope

• Use the strategic approach, TeleScope helps to identify and prioritize improvement targets by:
  • Interviewing key business stakeholders to:
    • identify strategic objectives,
    • related business initiatives,
    • and process pain point related to those.
  • Help Client to define Strategic Map,
  • Prioritize strategic initiatives
• And document pain points using eTOM as reference Business Architecture
  Based on the Prioritization results and the identified Pain Points we will help to indentify key business processes which should be targeted by the Client initiative

 Service Example - Building Awareness of Process Improvement

• Together with Client team we will prepare two days deep-dive training session for process improvement which will:
  • Familiarize Company business participants with main concepts of process improvement, together with case presentation (half day)
  • Show results of Prioritization and Mapping (with discussion) to help create momentum for change
  • Discuss KPIs for selected processes – 2h
  • Discuss methodology approach for Client, with eTOM – 3h
  • Discuss the plan (prepared by Client with TeleScope assistance) – 1h
  • Help to mobilize project teams – kickoff session

 Service Example - Pilot Process Improvement

•  For the pilot process improvement TeleScope helps Client to prepare, conduct and document the first process improvement:
  • Preparation – define project charter, roles, team and how methodology will be applied – remote preparation, half day onsite
  • As-Is workshop – 1 day – documentation of the current process (process mapping), pain points identification, KPI collection. TeleScope role would be the facilitator of the workshop
  • Results validation, documentation prepared by Client – with TeleScope assistance
  • Process Innovation workshop – 1 day – new process map, KPIs definition, process controls, gaps definition. TeleScope role will be the facilitator of the workshop
  • Preparation of case presentation for the management, including benefits plan – remote assistance