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ENHANCED TELECOM

OPERATION MAP

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` Enhanced Telecom Operation Map is a guidebookdirecting the standard business process for thetelecommunication companies that is mostcommon and used globally.

` It defines in detail about what are the essentialsteps needed for providing services to the clientsand what are the main key elements necessary forenhancing the business and how they work

together.` Developed by Telecom Management Forum

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` Service providers require well automated

processes.

` End to end process automation is required.

` Integration of service delivery & support` eTOM focuses on business processes used by

providers, linkages between these processes,

identification of interfaces, use of customer

service, resource and supplier partner,

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` It is a business process model or

frame work or enterprise

processes that are required byprovider. It is not business model

of service provider.

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` Seven vertical processes grouping. These are

end to end processes required to support

customers and manage business.

` Core customer operations processes ofFulfillment, Assurance and Billing.

` Horizontal grouping distinguish between functional

operation process and other type of business

process e.g. marketing vs selling, servicedevelopment vs service configuration.

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` Focus on the customerand the processes that directly

support the customer. ( Fulfillment

,Assurance and the Billing.)

` Operations Support and Readiness vertical grouping.

Group includes processes that customer operation

process respond to customer requirements. In time

frame that delights the customer with delivery support.

` Processes that require to drive the customer

operations and operation support &readiness.(Strategic, Infrastructure& Product) SIP

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` e Business opportunities. Integrate process

occurring with enterprise with those of partners

and suppliers.

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` Product view (what service provider offers tocustomers) and

`

service view (Details necessary to support deliverproduct to customer)

` Organized both horizontal and vertical.

Operation support and Readiness.

Fulfillment

Assurance

Billing

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BPM is about

Organizing the business around processes and

focusing on customer satisfaction

Clarifying and documenting processes

Monitoring process performance and compliance

Continuously identifying opportunities for

improvement and deploying them

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Business processes are methods, steps and

activities we perform to do our jobs. Forexample, in most companies filling a customer

order involves several business processes from

processing the order to shipping the product.

Some companies have strong business

process cultures; others have varying degrees

of business process discipline.

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` Services.

Voice, Data, Internet & content services tobusinesses and consumers.

` Companies that provide

access to Internet, cable & satellite TV

services,

wireless communications like cellular

telephony, paging &SMS,

Wire Line services -Local, long distance and

international telephony

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Managing & automating of these

processes spanning multiple

enterprises is a needed and isessential to successful delivery of

end to end processes.

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BPM helps companies:

Become more accountable,

Enhance clarity,

Improve visibility,

Save money,

React quicker to competition

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` Customer inquiry.

` Order by customer.

`

Configuration of service.` Installation.

` Completion of request.

Interaction with other processes

` Service assurance.

` Customer care.

` Billing.

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` Start process when customer interface

management service receives request.

` Validate order and verify that required information

for processing order is available.` Create service.- Use service configuration system.

` Configure network elements involved.

` Add service and customer details for billing.

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