Telco technical

& business courses

available worldwide

Business Process Management

business analysts, managers
available worldwide
Ask for offer

Who Should Attend?

This training is designed for management representatives (especially those with matrix responsibility for processes), business analysts, and companies who want to start a Business Process Management program, transform their company, or improve an existing program.  This course is particularly beneficial for Greenfield operators, Telco companies facing restructuring, and companies after mergers/acquisition.

Course Scope

  1. What is Business Process and why should it be managed?
    • Business Process in Company.
    • Strategy and Business Processes.
    • Managing Performance Layers – Cascading Business Objectives.
    • Why should manage Business Processes be managed?
  2. Understanding Business Processes.
    • Process Definition
    • eTOM (enhanced Telecom Operations Model – Telemanagement Forum Business Process Framework) application
    • Business Process Mapping.
    • Examples of Business Process Mapping.
    • Performance Management.
  3. Understanding Business Process – Telco case studies.
    • Business Process Mapping:
      • Example of Customer Care Process.
      • Example of Cross-Sell Process.
      • Example of New Product Development.
    • What does analysis tell us?
    • Link with strategy.
    • Defining Performance Measures.
  4. Establishing and Maintaining Business Process Framework.
    • How to establish Business Process Management (BPM) in your company.
    • Where and how to start – interactive discussion.
    • Software support for BPM.
    • Maintaining Business Processes.
    • Key Success Factors.
  5. Some challenges of BPM.
    • Business Processes and IT.
    • Why BPM fails?
    • Business Processes and Organisation Structure.
    • How can you derive value from BPM?
    • eTOM (enhanced Telecom Operations Map) – should you use it or not?
    • What next?

Course Objectives

This course will give you the background of Business Process Management (BPM) from the perspective of Telco.  It concentrates on practising defining and managing business processes and using BPM to improve company results.  We will walk you through an analysis of the process, establishing Process Management, and the requirements for sustainable BPM.


Having managerial and Telco background is beneficial.  The course assumes basic knowledge of eTOM; if you are not familiar with it already, we recommend that you take our “eTOM Introduction Training” in order to fully understand this course.

Training Structure

Two-day session divided into logical components.


Instructor-led course; presentation and guided discussion.

A clear picture of GSM switching and signalling.

Ms. Anette Chale, mCel Mozambique

The whole course was very valuable.

Mr. Sayyid Ali, Dhiraagu Maldives

Excellent course and instructor.

Mr. Nikolay Suetin, Beeline Russia

Amazing, more than excellent, audience-oriented trainer.

Mr. Evgeniy Dmitriev, Astelit Ukraine

A lot of useful materials and knowledge.

Mr. Shukhrat Khaydar, UCell

Very clear explanations.

Ms. Tatyana Krasyuk, Life Ukraine

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

Mr. Arben Shabani, PTK Kosovo

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

Training was above expectations!

Mr. Ariel Haxhiu, Eagle Mobile, AL

Experienced trainer. Real cases with references to recommendations.

Mr. David Curkan, T-Mobile Croatia

Course covers all important issues and presents relevant examples.

Mr. Mohamed Kamel, Vodafone Egypt

Trainer adapted to the expectations of the audience.

Mr. Antoine Blanchet, Monaco Telecom

Very well organized training programmes.

Mr. Mihnea Teodorescu, Cosmote, RO

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

Ms. Olga Rudnicka, Tele2 Latvia

Excellent exercises!

Mr. Muhammad Ali, Mobilink Pakistan

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

Ms. Ledia Meici, AMC Albania

The training exceeded my expectations.

Ms. Irida Gjashta, AMC Albania

Deep and detailed topic analysis.

Mr. Mohamed Sabry, Vodafone Egypt

Experienced trainer. Excellent descriptions.

Mr. Ahmad Doar, Mobily, KSA

Trainers have passion to teach & impart knowledge.

Mr. Kanchan Chitrakar, Ncell Nepal

Regardless of technology I received theoretical and practical answers.

Mr. Kosta Pribić, T-Mobile Croatia

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

Mr. Omar El-Fiky, Vodafone Egypt

Very effective training methods.

Ms. Erjona Xhemali, AMC Albania

Excellent knowledge from the trainer.

Ms. Catherine Barman, Swisscom

Great teacher with deep knowledge and experience.

Mr. Philippe Wrzecionek, TATA

Good direct connection between course material and real problems.

Mr. Alex Konstantopoulos, Cosmote, GR

Perfect course.

Mr. Arseniy Mazanik, Beeline Russia

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

Ms. Viktoriya Gusarova, Beeline RU

Trainer is open for comments and discussion.

Ms. Natalya Nerubenko, Life Ukraine

Good logical structure of the course and explanation.

Ms. Elena Shevtsova, Beeline, KZ

Trainer understands local market experience.

Mr. Andrew Sweetman, Wataniya

The best training ever.

Mr. Timur Zagretdinov, MTT Russia

More than excellent course!

Ms. Inessa Mijiferjyan, Vivacell

Unique training covering the most important areas of my work.

Mr. Eldar Mursaqulov, Azercell

A good approach to a complex problem.

Ms. Horia Catrinoiu, Vodafone RO

The training is completely excellent.

Mr. Philipp Korostelev, Beeline Moscow

The course covers all the impacted areas.

Ms. Gratia Scanteie, Vodafone, RO

Training provides useful methods to analyze real protocols.

Mr. Seema Karn, NCell Nepal

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

Mr. Mouin Al Saghir, Vivacell

The course exceeded my expectations. Hats off!

Mr. Adnan Syed, Mobily

Excellent, knowledgeable trainer, open to communication.

Mr. Dmitrii Kropotov, Tele2 Russia

Really practical and very fruitful training.

Mr. Niroj Raya, NCell Nepal

The trainer is capable of answering all my questions.

Ms. Ana Gheorghe, Vodafone RO

Trainer understands local market experience.

Mr. Andrew Sweetman, Wataniya

Overwhelming knowledge and expertise. Interactive and enjoyable learning.

Mr. Ashish Shrestha, NCell Nepal

Good class notes and great examples.

Mr. Ghaffar Masood, Mobilink Pakistan

Everyone gets individual attention from the trainer.

Ms. Inga Tomsone, Tele2 Latvia

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

Ms. Pinelopi Tragoudara, Vodafone GR

This course will be very useful in my daily work.

Mr. Leopoldino Ferreira, Unitel Angola

Professional, high-quality trainer.