Transcript e-tom model
Who is the TeleManagement Forum? Over 350 members including: – Service Providers – Network Operators – System Integrator – Equipment Vendors – Independent Software Vendors www.tmforum.org Mission: To help service providers and network operators automate their business processes in a cost- and time-effective way. Provide guidance on the shape of business processes Agreeing on information that needs to flow from one process activity to another. Identifying a realistic systems environment to support the interconnection of operational support systems. Enabling the development of a market and real products for integrating and automating telecom operations processes. EAB-06:037222 Uen Rev PA1 Ericsson Internal 1 e-tom model 2006-08-29 What is eTOM? “enhanced Telecom Operations Map” A business process framework: Reference framework for categorizing all the business activities that a service provider will use. These activities can be combined in many different ways to implement end-to-end business processes that deliver value for the customer and the service provider. Not a business model: Does not address strategic issues or questions of who a service provider’s target customers should be, what market segments should the service provider serve, what are the service provider’s vision, mission, etc. A business process framework is one part of the strategic business model and business plan for a service provider. enhanced Telecom Operations Map (eTOM): The Business Process Framework For The Information and Communications Services Industry, GB921, Version 3.5 (Draft April 2003) EAB-06:037222 Uen Rev PA1 Ericsson Internal 2 e-tom model 2006-08-29 eTOM business process framework: level 0 Customer Operations Strategy, Infrastructure & Product Strategy & Commit Infrastructure Lifecycle Management Product Lifecycle Management Operations Support and Readiness Fulfilment Assurance Market, Product and Customer Service Resource (Application, Computing and Network) Supplier/Partner Suppliers/Partners Enterprise Management Shareholders EAB-06:037222 Uen Rev PA1 Employees Ericsson Internal 3 Other Stakeholders e-tom model 2006-08-29 Billing Horizontal process groupings EAB-06:037222 Uen Rev PA1 Market, Product and Customer processes: Sales and channel management; marketing management; product and offer management; Customer Relationship Management and ordering; problem handling; SLA management; billing. Service processes: Service development and configuration; service problem management and quality analysis; rating. Resource processes: Develop and manage the enterprise's infrastructure, whether related to products and services (ie. telecoms networks), or to supporting the enterprise itself. Supplier/Partner processes: Interaction with suppliers and partners, including managing the Supply Chain that underpins product and infrastructure, as well as supporting the Operations interface with its suppliers and partners. Ericsson Internal 4 e-tom model 2006-08-29 Vertical process groupings Strategy, Infrastructure and Product processes (“SIP”): Develop strategy; commit to the enterprise; develop and manage products; build infrastructure; develop and manage the Supply Chain. These processes direct and enable the Operations processes. Operations processes: Enable direct interaction with the customer; support customer operations and management. Fulfilment, Assurance, Billing (“FAB”) are the day-to-day, real-time core of Operations. Enterprise Management processes: Set and monitor strategic corporate goals and objectives; provide support services required throughout the enterprise. (Generic processes required to run any large business.) EAB-06:037222 Uen Rev PA1 Ericsson Internal 5 e-tom model 2006-08-29 Network Management & S.A. & Billing ~ eTOM Customer Handling Process Ops Support & Readiness Fulfilment NM & Service Assurance Selling CRM Support & Readiness Order Handling Service Mgmt & Ops Support & Readiness Resource Mgmt & Ops Support & Readiness Revenue Problem Handling Customer QoS/SLA Management Billing & Collection Service Configuration & Activation Service Problem Management Service Quality Management Service & Rating Resource Provisioning Resource Trouble Management Resource Performance Management Resource Data Collection & Processing Connection Technology Domain / Element Managers Telecommunication Network EAB-06:037222 Uen Rev PA1 Ericsson Internal 6 e-tom model 2006-08-29 Service Provisioning according to eTOM Service Provisioning Configuration & Activation of End-user Services, Resource Allocation Operations Support & Readiness Fulfillment Assurance Billing Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management EAB-06:037222 Uen Rev PA1 Ericsson Internal 7 e-tom model 2006-08-29 Service Layer and eTOM Service Network It’s about developing a controllable production environment for creating, launching, managing & charging for services beyond voice Strategy, Infrastructure & Product Planning, developing & delivering services, including functionalities necessary for defining strategies for service creation & design, managing & assessing performance of existing services & ensuring capabilities are in place to meet future service needs Planning, developing & delivering resources needed to support services & products including functionalities necessary for defining strategies for development of the network & other physical & non-physical resources, introduction of new technologies & interworking with existing ones & ensuring capabilities are in place to meet future service needs EAB-06:037222 Uen Rev PA1 Ericsson Internal 8 e-tom model 2006-08-29 EAB-06:037222 Uen Rev PA1 Ericsson Internal 9 e-tom model 2006-08-29