eTOM

(NGOSS, TMN, ITIL, RosettaNet)

info@bi-telecom.ru
www.bi-telecom.ru
. (495) 290-97-82

18-20 2006

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eTOM
NGOSS
eTOM TMN
ITIL ITIL
eTOM
eTOM
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1: eTOM NGOSS
2: eTOM ITU-T TMN
3: eTOM ITIL
4: eTOM B2B (RosettaNet,
ebXML)
5: TM Forum

: 60
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1: eTOM NGOSS

 eTOM NGOSS

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2. eTOM ,
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2: eTOM ITU-T TMN

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eTOM V4.0 ITU-T / M.3050

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ITU-T TMN
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TelecommunicationManagement
ManagementNetwork
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(M.3010)

(M.3100)

(M.3200)
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Service

Management

Network

Management

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(RAS Quality Assurance)

(Network Planning and
Engineering)

(Alarm surveillance)

(Installation)

(Fault localization)

(Fault Correction)

(Testing)

(Trouble administration)

(Service Planning and
Negotiation)

(Usage Measurement)

(Performance Quality
Assurance)

(Tariffing/pricing)

(Performance
Monitoring)

(Collections and Finance)

(Performance
Management Control)

(Enterprise Control)

(Performance Analysis)

(Provisioning)

(Status and control)

(Prevention)

(Detection)

(Containment and
Recovery)

(Security Administration)

9
(Management function set groups)

eTOM TMN (M.3400)

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(M.3400)
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eTOM
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Service

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Network

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Management

11

eTOM
TMN (FAPS)

FAP

TMN

12

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( )
eTOM M.3400

eTOM
M.3400 ( )

eTOM M.3400 ( )

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 3: eTOM ITIL

ITIL?
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InformationTechnology
TechnologyInfrastructure
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ITIL
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(flowcharts)

18

 (The Business)

(Planning to implement Service Management)

(The Business
Perspective)

(Service Management)

(Service Support)

(Service Delivery)

(ICT Infrastructure
Management)

(Security Management)

(Application Management)

(The Technology)

(framework) ITIL

19

ITIL

20

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 ITIL (Service Support)

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(Service Desk)

(Incident Management)

ITIL

(Problem Management)

(Configuration
Management)

(CI Configuration Item)
(CMDB
Configuration Management Database)

(Change Management)

(Release Management)

21

ITIL
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Management)
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(Capacity Management)
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23

ITIL

(Service Support)

(Service Delivery)

SD

(Service Desk)

SLM (Service Level Management)

IM

(Incident Management)

AM

PM

(Problem Management)

CaM (Capacity Management)

ChM (Change Management)

RM

CM

(Release Management)

(Availability Management)

ITSC -

FM

(IT Service Continuity

Management)

-
(Financial Management for IT
Services)

IM

IM

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(Configuration Management)

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12

 ITIL eTOM 2

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SLM

IM

SD

SLM

SD

IM

FM

IM
SLM

(QoS) SLA

IM

SLM

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CaM

SLM

RM

CM

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ITIL eTOM 2
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SLM

CaM

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SLM

TeleManagement
April 2003
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SLM

SLM
ChM

CaM

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SLM

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26

13

 ITIL eTOM 2

CaM SLM

AM

ITSC

SLM

CM

CaM AM

FM

CaM

AM

SLM

CM ITSC

27

ITIL eTOM
2
ITIL /

eTOM 2

ITIL

ITIL

Service Desk

CRM Support & Readiness

Customer Interface Management
Selling
Order Handling
Retention & Loyalty
S/P Interface Management
Supply Chain Development &
Change Management

The Service Desk is the only function within ITIL and acts
as the first point of contact for the Customer/Users and
well as their interface to all the other ITIL processes
Process Users Service Requests and Requests for
Change (RfCs)
Update Customer Accounts
Act as first point of contact for Customers and Users
gather data on Customer/User perception of Service
Quality
Act as the interface to Suppliers/Partners handing off
Incident Reports, Service Requests, Rfcs etc

Monitor usage of the Support

Services, provide appropriate
metrics (call logs, incident records,
RfCs raised, Service Requests etc)
Act as the interface to
Suppliers/Partners handing off
Incident Reports, Service Requests,
RfCs etc

Incident Management

Customer Interface Management

Selling
Order Handling
Problem Handling
Customer QoS/SLA Management
Retention & Loyalty
Service Configuration & Activation
Service Problem Management
Resource Provisioning
Resource Trouble Management
Resource Performance
Management
S/P Support & Readiness
S/P Requisition Management
S/P Problem Reporting &
Management
S/P Interface Management
Supply Chain Development &
Change Management

Incident Management is the key process used by the

Service Desk function in fulfilling its functional
requirements
Incident Management supports the capture, processing
and monitoring of Service Requests (Requests for Change
(RfCs), enquires etc) as well as Incidents.
Incident Management Process Steps:
Classification and Initial Support
Classification of Problem (Hardware, Software, Network
etc)
Investigation and diagnosis
Resolution and Recovery
Escalation, either internally or externally and either
functional or hierarchical, of Incident to Problem
Management or other 2nd, 3rd or nth line support
organization
The goal of Incident Management is to return the User to
normal Service as quickly as possible.

28

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29

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AND

Since resolution
and recovery
occurs within the
Supplier/Partner's
domain once
the resolution
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Suppler/Partner
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that within th...
the incident has
been resolved that
it is closed out with
the customer.

eTOM

30

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31

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eTOM & ITIL

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 4: eTOM
B2B: RosettaNet, ebXML

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OASIS

ebXML

B2B

RosettaNet Partner Interface

Processes (PIPs)

-

RosettaNet

-

TM Forum eTOM Public

Business Operation Map
(ePBOM)
BOM

RosettaNet Business
Operation Map (BOM)

38

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ebXML

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ebXML eTOM

1.

2.

3.

4.

5.

6.

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20

Business
Dictionary
Structure

Technical
Dictionary
Structure

Business Document
Definition
Core XML Format
Standards

Vertical
Supply
chain
Business
Processes

Business
Model
specific
Business
Processes

Universal
Business
Processes

Process Description
Language
Directory Service
Process Co-ordination
Framework

Rosettanet Conceptual Model

Technical
Business
Dictionary
Content

Security

Process

Information
Universal
Business
Dictionary
Content

Trading Partner Agreement

Business Conceptual Model

Standards, protocols and tools

Technical Conceptual Model

Defn., format,structure, Choreography

RosettaNet

Messaging
Acknowledgement RosettaNet and Geoff Coleman

41

RosettaNet
RosettaNet
.

,
--
.

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 RosettaNet
BOM
BOM -- Business
Business Operations
Operations Map
Map
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TM Forum ePBOM
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TM Forum ePBOM

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5: TM Forum

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TM Forum = OSSs
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TM Forum :
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TM Forum :



(Liaison Program)
47

TM Forum

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