Enhanced Telecom Operations Map
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|This article relies on references to primary sources. (December 2008)|
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||It has been suggested that this article be merged into Frameworx. (Discuss) Proposed since October 2013.|
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 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.
- 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.