Telco technical

& business courses

available worldwide

An introduction to the TM Forum’s core Frameworx components — the Business Process (eTOM) and Information (SID) Frameworks

business analysts, managers
available worldwide
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Who Should Attend?

Managers, Business Analysts, Consultants, Process Analysts, Sales people, anyone involved in writing or responding to a proposal that is based on Frameworx, or anyone who wishes to extend their knowledge.

This training is intended to provide a step-by-step introduction to the key components of Frameworx: the TM Forum artefacts, the Business Process, and Information Frameworks.

Anyone who wants to know what Frameworx is (and why it is used by organisations worldwide) will benefit from this course. If you are involved in a business transformation project, are in the process of selecting a new OSS/BSS application, are working alongside process and/or data modellers, or simply want to extend your knowledge, then this course is for you. There is no prerequisite and everything is explained from basic principles.

The course is open to anyone -- you do not have to be a member of the TM Forum to join! 

Course Content

Part I — Introduction [0.5 day]

  1. Structure of the course.
  2. Process and Information Frameworks — what are they and why are they useful?
    • Some examples.
  3. An introduction to the TM Forum. 
    • History. 
    • Structure. 
    • Frameworx (NGOSS). 
      • The Process Framework (eTOM). 
      • The Information Framework (SID). 
      • The Applications/Functional Framework (TAM). 
      • The Integration Framework. 
      • How it all fits together. 
  4. Other useful information.

Part II — The TM Forum Business Process Framework (eTOM) [2.5 days]

  1. eTOM or Business Process Framework -- what’s the difference?
  2. Evolution and Versioning.
  3. Structure.
    • The Domains and Core Processes.
      • Market Sales.
      • Product.
      • Customer.
      • Service.
      • Resource.
      • Engaged party.
      • Enterprise Management.
        • Process Areas.
        • The ITIL processes.
      • Common Party.
    • The vertical categories.
    • Core processes and hierarchical decomposition.
    • Extending the Framework.
    • Implementing the Framework.
      • As-Is to To-Be.
      • Analysis techniques.
  4. Relationship with ITIL.
  5. Relationship with TOGAF.
  6. Uses and case studies – applying the Framework in business.
  7. The Basics of Business Process Model and Business Process Mapping Notation.
  8. Process flows — static to dynamic.
    • Example end-to-end.
    • Case study — mapping a software product to the Framework.
  9. Framework compliance/conformance what’s the difference?
  10. Beyond eTOM - other Frameworx resources.
    • Where does eTOM fall short?
    • How can eTOM be enhanced?
  11. Governance.
  12. Discussion: How to apply eTOM in your company.

Part III — The Information Framework [2 days]

  1. Introduction to Data and Information Modelling. 
    • What are Data and Information Models? 
    • Examples. 
    • Why do we need a Data Model? 
  2. Terminology. 
  3. Notation. 
    • Crow’s Foot. 
    • UML. 
  4. The Information Framework (SID)  an introduction. 
    • What is SID? 
    • History. 
    • How it can be used. 
    • How it is developed. 
  5. UML and SID. 
  6. Structure. 
    • Domains. 
    • Aggregate Business Entities. 
    • Entities. 
  7. A closer look at each Domain. 
    • Marketing/Sales. 
    • Product. 
    • Customer. 
    • Service. 
    • Engaged Party. 
    • Enterprise. 
    • Common Business Entities. 
  8. Developing SID. 
    • Extending SID. 
    • Patterns and how they are used. 
  9. SID in the real world. 
    • Uses. 
    • Business benefits. 
  10. Documentation and SID browsers.
  11. Discussion.
  12. Course Summary and lessons learned.
  13. What are the next steps? Resources.

Course Objectives

This training is intended to provide a complete introduction to the TM Forum’s Business Process (eTOM) and Information Framework (SID). At the end of 3 days, attendees will have an understanding of what these things are, how they all fit together, and how they can be used in the real world.

The “jargon” will be explained and the attendee will be comfortable with the subject.

This is not a process or data modelling course, but the student will have a good grasp of the basic concepts.



Training Structure

Three-day session.


Interactive, instructor-led training, presentation, workshops/exercises with practical examples prepared by the trainer and based on a combination of his own experience and published case studies.

Professional, high-quality trainer.

Mr. Gagik Shatveryan, Vivacell

Unique training covering the most important areas of my work.

Mr. Eldar Mursaqulov, Azercell

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

The course exceeded my expectations. Hats off!

Mr. Adnan Syed, Mobily

Trainer understands local market experience.

Mr. Andrew Sweetman, Wataniya

Training was above expectations!

Mr. Ariel Haxhiu, Eagle Mobile, AL

Trainer is open for comments and discussion.

Ms. Natalya Nerubenko, Life Ukraine

Very well organized training programmes.

Mr. Mihnea Teodorescu, Cosmote, RO

Deep and detailed topic analysis.

Mr. Mohamed Sabry, Vodafone Egypt

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

Mr. Mouin Al Saghir, Vivacell

Trainers have passion to teach & impart knowledge.

Mr. Kanchan Chitrakar, Ncell Nepal

The training is completely excellent.

Mr. Philipp Korostelev, Beeline Moscow

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

Mr. Omar El-Fiky, Vodafone Egypt

Good class notes and great examples.

Mr. Ghaffar Masood, Mobilink Pakistan

Experienced trainer. Excellent descriptions.

Mr. Ahmad Doar, Mobily, KSA

Course covers all important issues and presents relevant examples.

Mr. Mohamed Kamel, Vodafone Egypt

I can proudly recommend these courses for others as well.

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Very effective training methods.

Ms. Erjona Xhemali, AMC Albania

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

Ms. Ledia Meici, AMC Albania

Regardless of technology I received theoretical and practical answers.

Mr. Kosta Pribić, T-Mobile Croatia

Great teacher with deep knowledge and experience.

Mr. Philippe Wrzecionek, TATA

The best training ever.

Mr. Timur Zagretdinov, MTT Russia

Good logical structure of the course and explanation.

Ms. Elena Shevtsova, Beeline, KZ

Trainer was able to answer practical questions.

Mr. Daniel Krolikowski, Play Poland

The training exceeded my expectations.

Ms. Irida Gjashta, AMC Albania

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

Ms. Olga Rudnicka, Tele2 Latvia

Trainer adapted to the expectations of the audience.

Mr. Antoine Blanchet, Monaco Telecom

Good direct connection between course material and real problems.

Mr. Alex Konstantopoulos, Cosmote, GR

Excellent, knowledgeable trainer, open to communication.

Mr. Dmitrii Kropotov, Tele2 Russia

This course will be very useful in my daily work.

Mr. Leopoldino Ferreira, Unitel Angola

Perfect course.

Mr. Arseniy Mazanik, Beeline Russia

Experienced trainer. Real cases with references to recommendations.

Mr. David Curkan, T-Mobile Croatia

Excellent course and instructor.

Mr. Nikolay Suetin, Beeline Russia

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Ms. Anette Chale, mCel Mozambique

The whole course was very valuable.

Mr. Sayyid Ali, Dhiraagu Maldives

Everyone gets individual attention from the trainer.

Ms. Inga Tomsone, Tele2 Latvia

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

Ms. Viktoriya Gusarova, Beeline RU

Amazing, more than excellent, audience-oriented trainer.

Mr. Evgeniy Dmitriev, Astelit Ukraine

Training provides useful methods to analyze real protocols.

Mr. Seema Karn, NCell Nepal

Excellent exercises!

Mr. Muhammad Ali, Mobilink Pakistan

More than excellent course!

Ms. Inessa Mijiferjyan, Vivacell

Trainer understands local market experience.

Mr. Andrew Sweetman, Wataniya

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

Ms. Pinelopi Tragoudara, Vodafone GR

A good approach to a complex problem.

Ms. Horia Catrinoiu, Vodafone RO

Excellent knowledge from the trainer.

Ms. Catherine Barman, Swisscom

The trainer is capable of answering all my questions.

Ms. Ana Gheorghe, Vodafone RO

The course covers all the impacted areas.

Ms. Gratia Scanteie, Vodafone, RO

Overwhelming knowledge and expertise. Interactive and enjoyable learning.

Mr. Ashish Shrestha, NCell Nepal

A lot of useful materials and knowledge.

Mr. Shukhrat Khaydar, UCell

Very clear explanations.