Enhanced Telecom Operations Map

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The Business Process Framework (eTOM), published by the TM Forum, defines a model for the telecommunications industry. The model describes business processes required by a service provider and defines key elements and how they interact.

The Information Technology Infrastructure Library (ITIL) is an analogous standard or framework for best practices in information technology. Both of these frameworks are part of Total Quality Management, in which industries have, since 1950, formalized their business processes and metrics in search of higher quality, fewer defects, and greater efficiency. ISO 9000 is another of these "process and results improvement" standards, but it is far more generic than either Business Process Framework or ITIL.

Business Process Framework has been adopted by the ITU-T as a Recommendation and published in the M.3050.x series.


The process model has been renamed several times as its applicability has widened from the telecom industry and it is now presented as part of a wider framework.

  • eTOM has been renamed Business Process Framework (eTOM). It is now a component of NGOSS. NGOSS has been renamed Frameworx.

There have been many versions of eTOM. Version 14 was published in May 2014.


The Business Process Framework model consists of Level-0, Level-1, Level-2, Level-3 and Level-4 processes. These levels form a hierarchy, with each level encapsulating a group of processes at the next level of detail. The graphic representation of an Business Process Framework model consists of rows and columns, the intersections of which denote specific business processes. The top row includes customer facing activities such as marketing, while the bottom row includes supplier facing and support activities. In this manner the Business Process Framework map covers the whole value chain. The map also indicates the interaction between processes.

Business Process Framework processes fall into three broad sections: "Strategy, Infrastructure & Product", "Operations", and "Enterprise Management", as shown in the following diagram.

An early version of the process model
Strategy, Infrastructure & Product
Strategy and Commit, Infrastructure Lifecycle Management and Product Lifecycle Management
Marketing & Offer Management, Service Development & Management, Resource Development & Management and Supply Chain Development & Management
Operations Support & Readiness, Fulfillment, Assurance and Billing
Customer Relationship Management, Service Management & Operations, Resource Management & Operations and Supplier/Partner Relationship Management.

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