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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 / etom-introduction.png

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

 

etom / etom-operations-groupings_01.png

 

 

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

 

etom / etom-operations-groupings_02.png

 

How to use eTOM to improve business

 

etom / application-of-etom_01.png

 After Business Process Management, Jetson and Neils, 2006

 

BPM Maturity in Organization

etom / application-of-etom_02.png

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

Course covers all important issues and presents relevant examples.

Mr. Mohamed Kamel, Vodafone Egypt

Everyone gets individual attention from the trainer.

Ms. Inga Tomsone, Tele2 Latvia

Perfect course.

Mr. Arseniy Mazanik, Beeline Russia

The training is completely excellent.

Mr. Philipp Korostelev, Beeline Moscow

Trainers have passion to teach & impart knowledge.

Mr. Kanchan Chitrakar, Ncell Nepal

Amazing, more than excellent, audience-oriented trainer.

Mr. Evgeniy Dmitriev, Astelit Ukraine

Great teacher with deep knowledge and experience.

Mr. Philippe Wrzecionek, TATA

Training provides useful methods to analyze real protocols.

Mr. Seema Karn, NCell Nepal

Professional, high-quality trainer.

Mr. Gagik Shatveryan, Vivacell

Excellent exercises!

Mr. Muhammad Ali, Mobilink Pakistan

Trainer was able to answer practical questions.

Mr. Daniel Krolikowski, Play Poland

I can proudly recommend these courses for others as well.

Mr. Tarvo Jammer, Elisa Estonia

Trainer understands local market experience.

Mr. Andrew Sweetman, Wataniya

Training was above expectations!

Mr. Ariel Haxhiu, Eagle Mobile, AL

I received a lot of useful information which I use in my work every day.

Ms. Viktoriya Gusarova, Beeline RU

Very effective training methods.

Ms. Erjona Xhemali, AMC Albania

The trainer is capable of answering all my questions.

Ms. Ana Gheorghe, Vodafone RO

This course will be very useful in my daily work.

Mr. Leopoldino Ferreira, Unitel Angola

Good direct connection between course material and real problems.

Mr. Alex Konstantopoulos, Cosmote, GR

A good approach to a complex problem.

Ms. Horia Catrinoiu, Vodafone RO

Really practical and very fruitful training.

Mr. Niroj Raya, NCell Nepal

Excellent methodology of teaching. Simple and easy to understand training.

Mr. Arben Shabani, PTK Kosovo

I am very impressed with the trainer's knowledge and experience.

Mr. Mouin Al Saghir, Vivacell

Trainer is open for comments and discussion.

Ms. Natalya Nerubenko, Life Ukraine

Seminar entirely for Telecommunication operators. A lot of issues covered.

Ms. Pinelopi Tragoudara, Vodafone GR

Good class notes and great examples.

Mr. Ghaffar Masood, Mobilink Pakistan

Overwhelming knowledge and expertise. Interactive and enjoyable learning.

Mr. Ashish Shrestha, NCell Nepal

The whole course was very valuable.

Mr. Sayyid Ali, Dhiraagu Maldives

More than excellent course!

Ms. Inessa Mijiferjyan, Vivacell

A lot of useful materials and knowledge.

Mr. Shukhrat Khaydar, UCell

I feel like the trainer is the best professor and mentor one can have.

Ms. Ledia Meici, AMC Albania

The course exceeded my expectations. Hats off!

Mr. Adnan Syed, Mobily

Experienced trainer. Real cases with references to recommendations.

Mr. David Curkan, T-Mobile Croatia

Excellent, knowledgeable trainer, open to communication.

Mr. Dmitrii Kropotov, Tele2 Russia

Deep and detailed topic analysis.

Mr. Mohamed Sabry, Vodafone Egypt

Many different people from different operators can share their problems and ideas.

Mr. Omar El-Fiky, Vodafone Egypt

A clear picture of GSM switching and signalling.

Ms. Anette Chale, mCel Mozambique

The course covers all the impacted areas.

Ms. Gratia Scanteie, Vodafone, RO

Unique training covering the most important areas of my work.

Mr. Eldar Mursaqulov, Azercell

Good logical structure of the course and explanation.

Ms. Elena Shevtsova, Beeline, KZ

Very well organized training programmes.

Mr. Mihnea Teodorescu, Cosmote, RO

Regardless of technology I received theoretical and practical answers.

Mr. Kosta Pribić, T-Mobile Croatia

Highly professional trainer with lots of practical experience. Friendly and open.

Ms. Olga Rudnicka, Tele2 Latvia

Trainer understands local market experience.

Mr. Andrew Sweetman, Wataniya

Excellent course and instructor.

Mr. Nikolay Suetin, Beeline Russia

Very clear explanations.

Ms. Tatyana Krasyuk, Life Ukraine

Experienced trainer. Excellent descriptions.

Mr. Ahmad Doar, Mobily, KSA

The training exceeded my expectations.

Ms. Irida Gjashta, AMC Albania

Excellent knowledge from the trainer.

Ms. Catherine Barman, Swisscom

The best training ever.

Mr. Timur Zagretdinov, MTT Russia

Trainer adapted to the expectations of the audience.