Enhanced Telecom Operations Map (eTOM) The Business Process Framework Addendum T : eTOM to M. 3400 Mapping Application Note

Executive Summary The Enhanced Telecom Operations Map ® is an ongoing TM Forum initiative to provide a business process framework for use by service providers and others within the telecommunications industry. The TM Forum Enhanced Telecom Operations Map ® (or eTOM for short) describes all the enterprise processes required by a service provider and analyzes them to different levels of detail according to their significance and priority for the business. For such companies, it serves as the blueprint for process direction and provides a neutral reference point for internal process reengineering needs, partnerships, alliances, and general working agreements with other enterprises. For suppliers, the eTOM framework outlines potential boundaries of software components to align with the customers' needs and provides insight on the required functions, inputs, and outputs that must be supported by products. A particular strength of eTOM as a business process framework is that it is part of the TM Forum NGOSS (New Generation Operations Systems and Software) initiative and links with other work underway in NGOSS. The eTOM work has built on and enhanced the previous TM Forum Telecom Operations Map, and eTOM sets a vision for the industry to enable it to compete successfully through the implementation of business process-driven approaches to managing the enterprise. This includes ensuring integration of all vital enterprise support systems concerned with service delivery and support. The focus of the eTOM framework is on the business processes used by service providers, the linkages between these processes, the identification of interfaces, and the use of customer, service, resource, supplier/partner and other information by multiple processes. From the highest enterprise-wide level, the eTOM framework defines a business process framework using hierarchical decomposition to structure the business processes. The process descriptions, and their relationship, as well as other key elements are defined. The eTOM framework represents the whole of a service provider's enterprise environment, and is defined as generically as possible so that it is organization, technology and service independent. The eTOM framework can be used as a tool for analyzing an organization's existing processes and for developing new processes. In applying the eTOM framework, different processes delivering the same business functionality can be identified, duplication eliminated, gaps revealed, new process design speeded up, and variance reduced. Using the eTOM framework the value, cost and performance of individual processes within an organization can be assessed. Relationships with suppliers and partners can be facilitated by …