110628-eTOMandITIL

8/9/2019 110628-eTOMandITIL

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NORDUnetNordic Infrastructure for Research & Education

eTOM- ITIL mapping

3rd TF-NOC meeting, June 28th Zurich

Stefan Liström

Project managerNORDUnet


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NORDUnetNordic infrastructure for Research & Education

Agenda

• Overview

• eTOM overview and drilldown

• eTOM and ITIL comparison

• eTOM and ITIL together


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eTOM level 0

Figure 1 – eTOM business process framework – Level 0 processes


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eTOM level 0

• The eTOM business process framework representsthe whole of a service provider's enterprise

environment. At the overall conceptual level, theeTOM framework can be viewed as having threemajor process areas.

• Strategy, infrastructure and product – Covering planningand lifecycle management (associated with developmentand delivery).

• Operations – Covering the core of operationalmanagement.

• Enterprise management – Covering corporate or businesssupport management.


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eTOM level 1


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Operations process area

• The operations process area is the traditional heart

of the SP enterprise, and of the eTOM framework. Itincludes all operations processes that support thecustomer (and network) operations andmanagement, as well as those that enable directcustomer operations with the customer. Theseprocesses include both day-to-day and operationssupport and readiness processes.


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eTOM level 1

• Shows four end-to-end vertical process groupings, which arethe end-to-end processes that are required to supportcustomers and to manage the business.

• The focal point of the eTOM framework is on the corecustomer operations processes of fulfilment, assurance andbilling (FAB).

•

Operations support and readiness (OSR) is differentiated fromFAB real-time processes to highlight the focus on enablingsupport and automation in FAB, i.e., online and immediatesupport of customers, with OSR ensuring that the operationalenvironment is in place to let the FAB processes do their job.


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eTOM level 2

• The customer relationship management functional process groupingconsiders the fundamental knowledge of customers' needs and

includes all functionalities necessary for the acquisition, enhancementand retention of a relationship with a customer.


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eTOM level 3

• Problem handling

• Responsible for receiving trouble reports from customers,resolving them to the customer's satisfaction and providingmeaningful status on repair and/or restoration activity to the

customer.

• Responsibilities of the problem handling processes include, butare not limited to:

• capturing, analysing, managing and reporting on customer-

reported problems associated with purchased productofferings;

• initiating and managing customer problem reports;

• correcting customer problems;

• reporting progress on customer problem reports to customer

and other processes;

• assigning and tracking customer problem recovery activities;

• managing customer problem jeopardy conditions.


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Customer detected SLA violation


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eTOM – ITIL comparisions

eTOM ITIL

Context eTOM is a prescriptivecatalogue of Process

Element categories and atotal Enterprise process

framework for the ICTindustry.

ITIL is a set of non-prescriptiveguidelines for IT/ICT Service

Management.

Objectives Provides a businessprocess blueprint for

service providers tostreamline their end-to-

end processes.

Aligns IT services with thecurrent and future needs of the

business and its customersImproves the quality of the IT

services delivered

Scope eTOM focuses on servicedelivery to external

customers.

ITIL is primarily focusing onserving internal IT customers.


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ITIL Incident and Problem Management interaction


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eTOM level 1


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Reporting, showing use of eTOM layering


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Incident and Problem Management, showing use of eTOM layering


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Layering with objects from both eTOM and ITIL


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References

• References

• ITU-T recommendations (M.3050)http://www.itu.int/itu-t/recommendations/index.aspx?ser=M

• eTOM and ITIL

• http://www.bptrends.com/publicationfiles/01-05%20eTOM%20and%20ITIL%20-%20Huang.pdf

• Building Bridges: ITIL and eTOM

• http://www.itu.int/itu-t/recommendations/

index.aspx?ser=M

O


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[email protected]

www.nordu.net

Documents

110628-eTOMandITIL