Telco technical

& business courses

available worldwide

Digital Transformation – New ways of using eTOM and TM Forum Frameworx to Transform Telco Company

business analysts, managers
available worldwide
Ask for offer

Telecommunication companies are facing a digital revolution and need to find tools that will help them in the transformation process. For years eTOM was considered the de facto standard approach to performance improvement in communications, but now new trends on the market require more innovative and flexible approaches. TM Forum has extended its research to those areas of innovation, and there are already good case examples of companies using the whole portfolio of TM Forum tools to drive transformation.

The workshop brings together the best practices for combining eTOM efficiency with new TM Forum innovation around Customer Experience Management, practical use of Big Data, use and extension of TM Forum's TAM for digital purposes, and enables participants to use all those tools in their own company.

Who Should Attend?

This workshop is targeted at senior and middle managers, analysts, and senior employees who will be responsible for driving and executing digital transformation in their company.

Course Content

The four-day workshop comprises of 5 parts:

  1. Part 1 — Understanding the Digital Revolution Impact on Telecommunication Companies.
    • What is digital revolution and how it changes the way Telcos operate.
    • How other Telco companies cope with digital revolution — case studies.
    • Digital and Traditional Processes — two-speed Telco.
    • Workshop: Map how the company should approach its own processes in digital transformation.
  2. Part 2— eTOM and TAM for efficiency improvement comprises introduction and deep dive into eTOM with a focus on processes where efficiency is most important:
    • eTOM Introduction and Building Block.
    • Understanding eTOM Level 2.
    • Workshop using eTOM Level 2 to define your company “heatmap”.
    • eTOM Level 3 business process mapping exercises.
    • Best practice processes using eTOM.
    • TAM (Telecommunication Application Map) as IT tool to implement process change, Telco use cases.
    • Workshop to map your existing systems with TAM.
    • TAM Extension for Digital Transformation.
  3. Part 3 — TM Forum Frameworx for Customer Experience, Digital Process Management — What is it and why it is needed?
    • Customer Experience Management and Telco use cases.
    • Workshop to use Customer Journey Mapping for real processes in your company.
    • Practical Improvements to be proposed based on Customer Journey workshop.
    • TM Forum Social Experience Measure, Social Management.
    • Using Digital Personas to define new Digital Process Requirements.
  4. Part 4 — Leveraging TM Forum Frameworx Big Data cases.
    • What is Big Data and why it is important for Telco?
    • Use case for Big Data — Customer Engagement, Location-based Offerings, Operations Improvement, Data Monetisation.
    • Workshop to define Big Data use cases for your company.
    • Building cost-effective Big Data platform — best practices.
  5. Part 5 — Innovation Management for Digital Transformation, Cloud in Telco, other TM Forum tools, Course Summary.
    • Innovation Management for B2B and B2C — Telco cases, best practices.
    • B2B/Enterprise Innovation Management workshop.
    • Planning B2C Innovation.
    • Cloud in Telco — practical approach.
    • Workshop — where will Cloud use be beneficial and practical in your company?
    • Other TM Forum tools and their use for digital transformation.
  6. Post-workshop — as part of the workshop feedback, your company will receive a short PowerPoint report summarising the workshop results, practical steps for your company, and proposed action plan.

Course Objectives

The objective of this training is to bring together understanding of digital change, apply existing and emerging best practices in Telco, and workshop application of those tools in the participants’ own company.



Training Structure

Four-day interactive workshop dedicated to your specific Telco company.


Presentation, participative workshop sessions, facilitated discussion.

More than excellent course!

Ms. Inessa Mijiferjyan, Vivacell

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

Ms. Ledia Meici, AMC Albania

I can proudly recommend these courses for others as well.

Mr. Tarvo Jammer, Elisa Estonia

Trainer understands local market experience.

Mr. Andrew Sweetman, Wataniya

Trainer understands local market experience.

Mr. Andrew Sweetman, Wataniya

The best training ever.

Mr. Timur Zagretdinov, MTT Russia

The training is completely excellent.

Mr. Philipp Korostelev, Beeline Moscow

Very effective training methods.

Ms. Erjona Xhemali, AMC Albania

Very well organized training programmes.

Mr. Mihnea Teodorescu, Cosmote, RO

Good logical structure of the course and explanation.

Ms. Elena Shevtsova, Beeline, KZ

The training exceeded my expectations.

Ms. Irida Gjashta, AMC Albania

Great teacher with deep knowledge and experience.

Mr. Philippe Wrzecionek, TATA

Trainer was able to answer practical questions.

Mr. Daniel Krolikowski, Play Poland

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

Ms. Pinelopi Tragoudara, Vodafone GR

Deep and detailed topic analysis.

Mr. Mohamed Sabry, Vodafone Egypt

Regardless of technology I received theoretical and practical answers.

Mr. Kosta Pribić, T-Mobile Croatia

Trainer adapted to the expectations of the audience.

Mr. Antoine Blanchet, Monaco Telecom

A good approach to a complex problem.

Ms. Horia Catrinoiu, Vodafone RO

Excellent course and instructor.

Mr. Nikolay Suetin, Beeline Russia

The whole course was very valuable.

Mr. Sayyid Ali, Dhiraagu Maldives

Trainer is open for comments and discussion.

Ms. Natalya Nerubenko, Life Ukraine

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

Ms. Olga Rudnicka, Tele2 Latvia

Excellent exercises!

Mr. Muhammad Ali, Mobilink Pakistan

Perfect course.

Mr. Arseniy Mazanik, Beeline Russia

Training provides useful methods to analyze real protocols.

Mr. Seema Karn, NCell Nepal

Trainers have passion to teach & impart knowledge.

Mr. Kanchan Chitrakar, Ncell Nepal

The course covers all the impacted areas.

Ms. Gratia Scanteie, Vodafone, RO

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

Mr. Arben Shabani, PTK Kosovo

Experienced trainer. Excellent descriptions.

Mr. Ahmad Doar, Mobily, KSA

The course exceeded my expectations. Hats off!

Mr. Adnan Syed, Mobily

Course covers all important issues and presents relevant examples.

Mr. Mohamed Kamel, Vodafone Egypt

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

Ms. Viktoriya Gusarova, Beeline RU

Really practical and very fruitful training.

Mr. Niroj Raya, NCell Nepal

Amazing, more than excellent, audience-oriented trainer.

Mr. Evgeniy Dmitriev, Astelit Ukraine

Training was above expectations!

Mr. Ariel Haxhiu, Eagle Mobile, AL

Excellent knowledge from the trainer.

Ms. Catherine Barman, Swisscom

Very clear explanations.

Ms. Tatyana Krasyuk, Life Ukraine

Experienced trainer. Real cases with references to recommendations.

Mr. David Curkan, T-Mobile Croatia

Everyone gets individual attention from the trainer.

Ms. Inga Tomsone, Tele2 Latvia

Overwhelming knowledge and expertise. Interactive and enjoyable learning.

Mr. Ashish Shrestha, NCell Nepal

This course will be very useful in my daily work.

Mr. Leopoldino Ferreira, Unitel Angola

Excellent, knowledgeable trainer, open to communication.

Mr. Dmitrii Kropotov, Tele2 Russia

Professional, high-quality trainer.

Mr. Gagik Shatveryan, Vivacell

A clear picture of GSM switching and signalling.

Ms. Anette Chale, mCel Mozambique

The trainer is capable of answering all my questions.

Ms. Ana Gheorghe, Vodafone RO

Unique training covering the most important areas of my work.

Mr. Eldar Mursaqulov, Azercell

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

Mr. Mouin Al Saghir, Vivacell

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

Mr. Omar El-Fiky, Vodafone Egypt

A lot of useful materials and knowledge.

Mr. Shukhrat Khaydar, UCell

Good direct connection between course material and real problems.

Mr. Alex Konstantopoulos, Cosmote, GR

Good class notes and great examples.