Telco technical

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eTOM as Business Process Framework

managers and analysts
available worldwide
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Who Should Attend?

This training is targeted at business managers and analysts who want to get up to speed with eTOM (enhanced Telecommunication Operations Map) and Business Process Framework from Telemanagement Forum (TMF) and learn how to use it in the real world of telecommunication.

Course Content

  1. Business Process Improvement Framework.
  2. What is enhanced Telecom Operations Map (eTOM), and why was it invented?
    • What is Telemanagement Forum (TMF)? What is Frameworx?
    • Why should you develop Process Model?
    • Telco challenges and reasons for using eTOM.
    • What is eTOM?
    • Why should you use eTOM?
    • How to use eTOM? – business examples.
  3. Understanding eTOM.
    • Business Modelling principles applied to eTOM.
    • eTOM Layers (groupings).
    • eTOM Levels - understanding process structure.
    • Process Blocks.
    • Available eTOM Artifacts.
  4. eTOM case studies – applying eTOM artifacts in business.
    • Product introduction process.
  5. The Basics of Business Process Model and Business Process Model Notation.
  6. eTOM Case Studies – applying eTOM artifacts in business.
    • Sales process (before order).
    • Order-related examples.
    • Campaigns – standardising with eTOM.
    • Network Assets Management.
    • Mapping real processes with eTOM - overview.
    • eTOM compliance meaning – examples.
    • Alternatively, some other processes can be discussed if basic company-specific material is provided for the instructor prior to the course, or if participants are prepared to complete the exercises as a group.
  7. Using eTOM in Business Process Improvement – framework application.
  8. Beyond eTOM - other Frameworx resources.
    • Where does eTOM fall short?
    • How can eTOM be enhanced?
    • TAM (Telecommunication Application Map) as IT reference architecture – IT perspective and use of eTOM for system implementation.
    • TAM in Enterprise Architecture Process.
    • SID (Shared Information Data Model).
    • SID application challenges.
  9. Discussion: How to apply eTOM in your company.
  10. Course Summary and lessons learned.
  11. What are the next steps? Resources.

Course Objectives

This training combines eTOM theory with practical process studies to demonstrate how it can be used and to drive process improvement. At the end of the course, the participants will understand the building blocks of eTOM, the process management background behind its application, and be able to use eTOM for process mapping and improvement in his/her company. The course also gives an overview of other Frameworx building blocks, especially the application of TAM for IT architecture.


None, but the course assumes overall familiarity with Telco business.

Training Structure

Three-day session.


Instructor-led training, presentation, workshops based on examples prepared by the trainer, discussions of actual problems in the participants' companies.

Perfect course.

Mr. Arseniy Mazanik, Beeline Russia

Unique training covering the most important areas of my work.

Mr. Eldar Mursaqulov, Azercell

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

Ms. Viktoriya Gusarova, Beeline RU

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

Experienced trainer. Real cases with references to recommendations.

Mr. David Curkan, T-Mobile Croatia

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

Ms. Ledia Meici, AMC Albania

Course covers all important issues and presents relevant examples.

Mr. Mohamed Kamel, Vodafone Egypt

Really practical and very fruitful training.

Mr. Niroj Raya, NCell Nepal

Excellent knowledge from the trainer.

Ms. Catherine Barman, Swisscom

The course exceeded my expectations. Hats off!

Mr. Adnan Syed, Mobily

Trainer was able to answer practical questions.

Mr. Daniel Krolikowski, Play Poland

Excellent exercises!

Mr. Muhammad Ali, Mobilink Pakistan

Good logical structure of the course and explanation.

Ms. Elena Shevtsova, Beeline, KZ

This course will be very useful in my daily work.

Mr. Leopoldino Ferreira, Unitel Angola

Everyone gets individual attention from the trainer.

Ms. Inga Tomsone, Tele2 Latvia

Regardless of technology I received theoretical and practical answers.

Mr. Kosta Pribić, T-Mobile Croatia

More than excellent course!

Ms. Inessa Mijiferjyan, Vivacell

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

Ms. Olga Rudnicka, Tele2 Latvia

Great teacher with deep knowledge and experience.

Mr. Philippe Wrzecionek, TATA

A clear picture of GSM switching and signalling.

Ms. Anette Chale, mCel Mozambique

Experienced trainer. Excellent descriptions.

Mr. Ahmad Doar, Mobily, KSA

Very clear explanations.

Ms. Tatyana Krasyuk, Life Ukraine

Very well organized training programmes.

Mr. Mihnea Teodorescu, Cosmote, RO

Excellent course and instructor.

Mr. Nikolay Suetin, Beeline Russia

Trainer understands local market experience.

Mr. Andrew Sweetman, Wataniya

Excellent, knowledgeable trainer, open to communication.

Mr. Dmitrii Kropotov, Tele2 Russia

The best training ever.

Mr. Timur Zagretdinov, MTT Russia

Trainers have passion to teach & impart knowledge.

Mr. Kanchan Chitrakar, Ncell Nepal

I can proudly recommend these courses for others as well.

Mr. Tarvo Jammer, Elisa Estonia

The training is completely excellent.

Mr. Philipp Korostelev, Beeline Moscow

Training provides useful methods to analyze real protocols.

Mr. Seema Karn, NCell Nepal

The course covers all the impacted areas.

Ms. Gratia Scanteie, Vodafone, RO

Deep and detailed topic analysis.

Mr. Mohamed Sabry, Vodafone Egypt

Very effective training methods.

Ms. Erjona Xhemali, AMC Albania

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

Mr. Mouin Al Saghir, Vivacell

Good direct connection between course material and real problems.

Mr. Alex Konstantopoulos, Cosmote, GR

Overwhelming knowledge and expertise. Interactive and enjoyable learning.

Mr. Ashish Shrestha, NCell Nepal

Trainer adapted to the expectations of the audience.

Mr. Antoine Blanchet, Monaco Telecom

Trainer understands local market experience.

Mr. Andrew Sweetman, Wataniya

The whole course was very valuable.

Mr. Sayyid Ali, Dhiraagu Maldives

Training was above expectations!

Mr. Ariel Haxhiu, Eagle Mobile, AL

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

Mr. Omar El-Fiky, Vodafone Egypt

Professional, high-quality trainer.

Mr. Gagik Shatveryan, Vivacell

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

Mr. Arben Shabani, PTK Kosovo

A lot of useful materials and knowledge.

Mr. Shukhrat Khaydar, UCell

The training exceeded my expectations.

Ms. Irida Gjashta, AMC Albania

The trainer is capable of answering all my questions.

Ms. Ana Gheorghe, Vodafone RO

A good approach to a complex problem.

Ms. Horia Catrinoiu, Vodafone RO

Trainer is open for comments and discussion.

Ms. Natalya Nerubenko, Life Ukraine

Amazing, more than excellent, audience-oriented trainer.