eTOM 3.0 Intro

Enrico RoncoSystem [email protected]

Debbie Deland, TMFExecutive [email protected]

February 2002

©TeleManagement Forum

eTOM 3.0Business Process Framework

Mike Kelly, TMFeTOM Support [email protected]

Mike RichterEnterprise Process [email protected]

June 2002

©TeleManagement Forum2

Purpose of these SlidesPurpose of these Slides

• Provide overview of the eTOM Business Process Framework Release 3.0

• Provide update on eTOM Business Process Framework progress and next steps

• Show how eTOM is being applied

June 2002


eTOM Release 2.0eTOM Release 2.0

• eTOM Release 3.0 approved by members in May – More detailed process modeling in progress

• BUT…– eTOM already in use!– Model structure represents huge effort to

harmonize the needs of SPs and others– Basis for building specific business scenarios

SPs need an ebusiness enhanced TOM framework that is common across the industry

June 2002


Why an eTOM?Why an eTOM?

• Service Providers are driving for a common eTOM industry framework that:– Addresses ebusiness opportunities– Broadens TOM to a total enterprise model– Reflects the increased complexity in service provider business

relationships– Evolves processes to support convergence of information and

communications services and technologies– Highlights customer control and self-management– Supports operations processes with strategic and lifecycle processes– Accommodates need for operations support processes – Uses more systematic and accepted process methodologies– Provides the linkage to the NGOSS™ program, including

implementation of solutions with real products

June 2002


A Brief History of eTOMA Brief History of eTOM

– 1995 – 1998: development of TOM (Telecom Operations Map)

– 1999: stabilization of TOM

– 2000 – 2001: evolution of TOM towards eTOM

– May 2001: eTOM v1.0 for TMF Members Evaluation– October 2001: eTOM v2.5 for TMF Public Evaluation

– March 2002: eTOM Executive Summary Released

– May 2002: eTOM 3.0 TM Forum Member Approved

– May 2002: eTOM GB921A Released to Members

June 2002


TOM - the Telecom Operations MapTOM - the Telecom Operations Map

Network and Systems Management Processes

Service Development and Operations Processes

Customer Care Processes

Customer

Network Element Management Processes

Info

rmatio

n S

ystem

s Man

agem

ent P

rocess

es

Network Planning and Development

Network Provisioning

Network Maintenance &

Restoration

Network Data Management

Network Inventory

Management

Service Planning and Development

Service Problem

Management

Service Quality

Management

Rating and Discounting

Service Configuration

Customer Interface Management Processes

SalesOrder

Handling

Invoicing and

Collections

Problem Handling

Customer QoS

Management

Physical Resource and Information Technology

•Operations Focused•At core of eTOM

June 2002


NGOSS Framework

NGOSSKnowledge

Base

Cu s to me rOSS

Th u Apr 0 5 1 2 :4 7 :1 9 20 01

Ord erin g 3 Us e Cas e

Us e Cas e Diag ram

Ga teway Se rv ic es

Ga tewayIn te rfac e

Pro v id er Serv ic e s

Cu s to me rMa na ge me nt

In te rfac e

Cu s to me r Ma na ge men t Se rv ic es Pro du c t Man ag ement Serv ic e s

Pro du c tReq ue s t<<SDM>>

Cu s to me rCo nta c t<<SDM>>

Cu s to me r<<SDM>> Inv o ic e In qu iry

<<SDM>>

Cre d itVio la tion<<SDM>>

Pro du c tCata log<<SDM>>

Pro du c tServ ic e<<SDM>>

Cu s to me rOrd er

Ma na ge r Pro du c tFu lfillme ntMa na ge r

Ord erin g 3Pro c e s s

***

Cu stomerRe la tions hipMa n a gement

Res ourceInf ras 'tureDev 't andMn g mnt

S u pplier/Pa rtner

Serv ic eDe v e lopmenta nd Op'nsMa n a gement

In f ormation

Cu stomer

A ss ess Serv iceA v ailability

Pr ov ide Serv iceA v a ilability Date

De te rmineRes ourceA v ailability

Pr o v ide A vailabilityDate

Q ualif yCu stomer

Id e ntif y SolutionA lternativ es

Up d a te Cus tomerCo ntact Record

S o lutionA lternativ esA vailable

No A c tionRe quired

Pr e-OrderFe a s ibilityRe q uest Made

Re c eive Pre-OrderFe a s ibility Request

Linkage to NGOSSLinkage to NGOSS™™

• eTOM provides the NGOSS Business View

• eTOM processes, flows and information are input as requirements to the NGOSS System View

• Direct Linkage from eTOM through Shared Information/Data and Systems Integration Model

• Feedback from the NGOSS development cycle is used to validate the eTOM

• eTOM Team aims to work with other Teams (e.g. BAC/SDM)

• eTOM has already participated in NGOSS ‘Proof of Concept’ work

June 2002


The eBusiness Value Network The eBusiness Value Network

Source: P. Keen and M. McDonald, The eProcess Edge, Osborne/McGraw-Hill, Berkeley, 2000

Intermediary

Supplier

Complementor

Customer

Enterprise

June 2002


eTOM Business Relationship Context ModeleTOM Business Relationship Context Model

ComplementaryProvider

Customer

Intermediary

Third Party

ServiceProvider

Function orProcessSupplier

Hardware, Software, Solution,

etc. Vendors

Service Provider

• End of dotcom boom, does NOT mean ebusiness implementation is not critical

• Implementing for the revenue increase, productivity increase and cost savings opportunities• More complex business relationships for SPs• Many interesting combinations

June 2002


eTOM Business ConceptseTOM Business Concepts• eTOM focus is on the customer and includes the core processes that directly

support the Customer (F, A, B)

• eTOM Framework has an Operations Support and Readiness (OSR) grouping alongside FAB– Back-office vs. front-office

– OSR enables FAB to be real-time and effective

• eTOM Framework has a Strategy, Infrastructure & Product (SIP) grouping– Strategy & Commit

– Infrastructure Lifecycle Management

– Product Lifecycle Management

• eTOM Framework integrates processes occurring within the Enterprise with those of Partners and Suppliers

• eTOM Framework has an Enterprise Management grouping for the remaining corporate Service Provider processes

June 2002


eTOM eTOM Framework and Process Framework and Process Implementation ConceptsImplementation Concepts

• Separation of the Product view from the Service View• eTOM Framework is organized in “Horizontal” and “Vertical”

process groupings, as views into the same detailed processes• eTOM Framework positions entities with which the Enterprise

interacts• eTOM Framework uses hierarchical decomposition as the basis of

the process modeling• Process Elements in the eTOM Framework represent every

business process used by the Enterprise• eTOM Framework clearly defines each Process Element • Process Elements can be included in more than one Vertical End-

to-End Process Grouping• eTOM Processes are defined as generically as possible to support

all Products, Services and Channels that are used within the Enterprise

June 2002


Process Flow ConceptsProcess Flow Concepts

To develop process flows...

• All processes are decomposed on a functional basis to the level where process flow threads can be defined

• Each Service Provider can choose to implement their process flows differently, with ‘mix-and-match’ from the eTOM processes

• The eTOM process flows and decompositions are designed to link input, process element and output, and to provide high-level definition of information requirements and business rules

June 2002


TheTheeTOM Business Process FrameworkeTOM Business Process Framework

V 3.0V 3.0

June 2002


eTOM Business Process Framework Conceptual eTOM Business Process Framework Conceptual StructureStructure

Enterprise Management

Strategy, Infrastructure &Product

Operations

Market, Product and Customer

Service

Resource(Application, Computing and Network)

Supplier/Partner

Customer

Suppliers/Partners

Shareholders Other StakeholdersEmployees

June 2002


The Operations areaThe Operations area

Operations

Fulfillment Assurance BillingOperationsSupport &Readiness

Customer Relationship Management

Service Management & Operations

Resource Management & Operations

Supplier/Partner Relationship Management

(Application, Computing and Network)

• “FAB” is still the core of the Operations area

• Operations Support & Readiness is separated from FAB

• “OPS” also supports functional process groupings shown as horizontal layers

June 2002


The Strategy, Infrastructure & Product areaThe Strategy, Infrastructure & Product area

• “SIP” encompasses strategy and lifecycle management processes in support of operations– Strategy & Commit– Infrastructure Lifecycle

Management– Product Lifecycle

Management

• “SIP” also has functional groupings, aligned with those in “OPS”

Strategy, Infrastructure & Product

ProductLifecycleManagement

InfrastructureLifecycleManagement

Strategy &Commit

Marketing & Offer Management

Service Development & Management

Resource Development & Management

Supply Chain Development & Management


June 2002


The Enterprise Management areaThe Enterprise Management area

Strategic &EnterprisePlanning


Financial &Asset

Management

Financial &Asset

Management

Brand Management,

Market Research

& Advertising

Brand Management,

Market Research

& Advertising

HumanResources

Management

HumanResources

Management

Stakeholder &External Relations

Management

Stakeholder &External Relations

Management

Research &Development,TechnologyAcquisition


Enterprise Quality Management,Process & ITPlanning & Architecture

Enterprise Quality Management,Process & ITPlanning & Architecture

Disaster Recovery,Security &

FraudManagement

Disaster Recovery,Security &

FraudManagement


•Enterprise Management not a focus for TM Forum•EM processes common to any business

June 2002


eTOM “Level 0”eTOM “Level 0”CEO Level ViewCEO Level View

Operations

Fulfillment Assurance BillingOperationsSupport &Readiness

Customer Relationship Management

Service Management & Operations

Resource Management & Operations

Supplier/Partner Relationship Management




Financial & AssetManagement

Enterprise QualityManagement, Process & ITPlanning & Architecture

Stakeholder & ExternalRelations Management

Brand Management,Market Research &Advertising

Human ResourcesManagement

Disaster Recovery,Security & FraudManagement


Strategy, Infrastructure & Product

ProductLifecycleManagement

InfrastructureLifecycleManagement

Strategy &Commit

Marketing & Offer Management

Service Development & Management

Resource Development & Management

Supply Chain Development & Management


Customer

June 2002


eTOM and BeyondeTOM and Beyond

June 2002


eTOM Current ActivityeTOM Current Activity• Subteams (process area decompositions and/or flows)

– Service Assurance• links with WSM work

– Customer Relationship Management• Billing-related and non billing-related

– Supplier/Partner Relationship Management• also how to address “Partner Relationship Management”

– Resource Management• detail and integration for Network/Application/Computing• links with EML debate and SID work

– End2End Flows• Service Assurance, Fulfillment, Billing

– Harmonization of OS&R/FAB split– Information specifications (with SID)– Support to eTOM use within Catalysts/E2E NGOSS projects

• GB921A in member review process—Next levels of detail for selected areas per above

June 2002


Contact UsContact Us

North America Office1201 Mt. Kemble RoadMorristown, NJ 07960USATel: +1 973-425-1900Fax: +1 973-425-1515

European Office67 Corder RoadIpswich, Suffolk IP4 2XBENGLANDTel/Fax: +44-1473-288595

E-Mail: [email protected]

Web Address: www.tmforum.org

Documents

eTOM 3.0 Intro