eTOM Introduction

2007 IBM Corporation

eTOM
eTOM (enhanced Telecom Operations Map) is the most widely used and accepted standard for business processes in the telecommunications industry eTOM was developed by the Telemanagement Forum, and was standardized in 2004 as ITU-T International Recommendation M.3050 It provides full scope of business processes required by a service provider and
defines the key elements, the linkages between these elements, the identification of interfaces, and the use of customer, service, resource, supplier/partner and other information by multiple processes. So, it creates a guidebook that is fast becoming the common business language of the telecom industry.

4/8/2012

2006 IBM Corporation

Todays Architectural Goals need to adhere:

Eliminating point-to-point integrations. View the enterprise as a single application via a service layer

Create an enterprise that is resilient to large scale application changes.

Leverage existing industry standards . Big bang approach doesnt work. Use a top down approach to define business services.

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2006 IBM Corporation

The eTOM model is a logical framework consisting of 3 levels of functional decomposition,structured in a manner that highlights major process areas, such as: CRM Fulfillment Service Assurance Billing

4/8/2012

2006 IBM Corporation

SID Shared Information Data !

SID model provides the industry with a common vocabulary and set of information/data definitions and relationships used in the definition of NGOSS architectures.
The SID is an information model Independent of platform, language and protocol One single information model gives rise to multiple data models (reflects different management needs)

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2006 IBM Corporation

Best Feature of SID- > Built-In Extensibility

The SID make extensive use of software patterns for modeling Patterns capture common relationships and occurrences of physical connections and structures Patterns and abstraction mechanisms, like roles, make the model inherently extensible Roles are used as a means of abstraction

Superior to specifying a particular entity

Extensions to popular Role Patterns to suit Telecommunications Domain NGOSS Approach

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2006 IBM Corporation

SID Business Framework Complete !!!

Market / Sales
Market Strategy & Plan Marketing Campaign Contact/Lead/Prospect

Market Segment

Competitor Strategic Product Portfolio Plan

Product Offering

Sales Statistic

Sales Channel

Product
Product Product Specification

Product Performance Product Usage

Customer
Customer Customer Interaction Customer Order Customer Statistic Customer Problem Customer SLA

Applied Customer Billing Rate Customer Bill

Customer Bill Collection Customer Bill Inquiry

Service
Service Service Specification Service Applications Service Configuration Service Performance Service Usage Service Strategy & Plan Service Trouble Service Test

Resource
Resource Resource Specification Resource Topology Resource Configuration Resource Performance Resource Usage

Resource Strategy & Plan Resource Trouble S/P Performance Resource Test S/P Bill S/P Bill Inquiry S/P Payment

Supplier / Partner
Supplier/Partner S/P Plan S/P Interaction S/P Product S/P Order S/P SLA

S/P Problem S/P Statistic

Enterprise
Revenue Assurance (Under Construction)

Common Business
Root Base Types Party Location Business Interaction Agreement Usage Policy Project Time

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2006 IBM Corporation

Summing Up- Technical Benefits

eTOM
Well defined enterprise processes and operations Allows enterprise level analysis of the business initiatives for completeness. Allows identification of the linkage between various processes and their heightened importance in an ebusiness world. SID Enterprise view of entities. Unified and consistent model.

Unforeseen entities can be modeled faster and cheaper.

4/8/2012

2006 IBM Corporation

eTom may not be enough

However, communications service providers (CSPs) have had a difficult time operationalizing eTOM: The model can be too abstract and high-level to be of practical value Customers frequently are uncomfortable with the vocabulary of eTOM process, which they find arcane and not intuitively meaningful Customers frequently ask for lower-level detail, which eTOM does not have eTOM does not provide process flows, only tasks Few tools exist to make eTOM workable Few linkages are provided between other areas of telecom enterprise architecture, like IT, data, SOA, benefits, and business, to make eTOM widely relevant There is very little publicly-available collateral describing how it has been used No training available Furthermore, eTOM is being over-applied or mis-applied in some cases, further leading to disenchantment with the model
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2006 IBM Corporation

eTOM+
eTOM+ refers to IBM's telecom process service offering based on eTOM, and includes extensions to the eTOM model itself, as well methods, tools, guides and other collateral, for applying eTOM to yield business results

eTOM+ increase eTOM's effectiveness with telecom service providers and its ease of being operationalized, in the following ways:
Greater Detail By extending eTOM to levels 4, 5 and beyond for example, provides clients a more detailed framework for their process architectures; also included are process flows and other process constructs missing in eTOM Multi-Channel and Multi-Service View By factoring in variations due to channels, services, and networks, eTOM+ more accurately reflects the complex nature of the telecom business. Terminology and Modeling Customers are frequently stymied by eTOM language not being intuitive or Process Storyboard Language Process storyboarding helps clients get "the big picture" of process & IT interactions across the enterprise. Method, Data & Tools As we all know, the business value is not in the eTOM picture, but in the consulting based on it. Business + SOA + IT Provides framework for integrating process, applications and data for an SOA-based transformation Benefits & Capabilities Mapping Layering the framework with common capabilities and KPIs increase the usefulness of the model.

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2006 IBM Corporation

More Information
Source: TM Forum
Business Process Framework http://www.tmforum.org/BestPracticesStandards/Bu sinessProcessFramework/1647/Home.html Information Framework (SID) http://www.tmforum.org/BestPracticesStandards/Inf ormationFramework/1684/Home.html

4/8/2012

2006 IBM Corporation