Products and Services >> Enhanced Telecom Operations Map Overview

Background to eTOM

eTOM stands for Enhanced Telecom Operations Map. The Enhanced Telecom Operations Mapis an ongoing initiative developed by the TM Forum to deliver a business process framework for the telecommunications industry. The eTOM business process framework was developed to map out the processes involved at a enterprise level. TM Forum's eTOM (Enhanced Telecom Operations Map) serves as a blueprint for how a telecommunications company can integrate these processes in order to successfully compete through the implementation of a business process driven methodology.

The Enhanced Telecom Operations Map (eTOM) starts at the high level process view and then uses a hierarchical structure to breakdown each process according to where they exist within the enterprise. The eTOM business process framework is a tool used for process creation, process analysis, and process improvement.

Download the eTOM (Enhanced Telecom Operations Map) Process Map - To edit this map download a copy of TaskMap
See how the Map was Created

Click on image below to review sample template in web published format

The eTOM Assurance Process Maps contain:

A complete set of 35 linked ready-to-use eTOM process maps for the entire Assurance processes.
eTOM Dashboard: Provides the highest level view of of the eTOM process.
- Strategy, Infrastructure, & Product

Operations
- Operations Support & Readiness
- Fulfilment
- Assurance
  - Customer Relationship Management
    - CRM - Support and Readiness
      
      Support Customer Interface Management
      
      Manage Campaign
      
      Support Order Handling
      
      Manage Customer Inventory
      
      Support Problem Handling
      
      Manage Product Offering Inventory
      
      Support Retention & Loyalty
      
      Manage Sales Inventory
      
      Support Marketing Fulfilment
      
      Support Bill Invoice Management
      
      Support Selling
      
      Support Bill Payments and Receivables Management
      
      Support Customer QoS/SLA
      
      Support Bill Inquery Handling
    - Customer QoS/SLA Management
      
      Access Customer QoS/SLA Performance
      
      Create Customer QoS Performance Degradation Report
      
      Manage QoS/SLA Violation
      
      Track & Manage Customer QoS Performance Resolution
      
      Report Customer QoS Performance
      
      Close Customer QoS Performance Degradation Report
    - Customer Interface Management
      
      Manage Contact
      
      Manage Request (Including Self Service)
      
      Analyze & Report on Customer
      
      Mediate & Orchestrate Customer Interactions
    - Retention & Loyalty
      
      Establish & Terminate Customer Relationship
      
      Build Customer Insight
      
      Analyze & Manage Customer Risk
      
      Personalize Customer Profile for Retention & Loyalty
      
      Validate Customer Satisfaction
    - Marketing Fulfillment Response
      
      Issue & Distribute Marketing Collaterals
      
      Track Leads
    - Bill Invoice Management
      
      Apply Pricing, Discounting, Adjustments, & Rebates
      
      Create Customer Bill Invoice
      
      Produce & Distribute Bill
    - Selling
      
      Manage Prospect
      
      Qualify & Educate Customer
      
      Negociate Sales
      
      Aquire Customer Data
      
      Cross/Up Selling
    - Bill Payments & Receivables Management
      
      Manage Customer Billing
      
      Manage Customer Payments
      
      Manage Customer Debt Collection
    - Order Handling
      
      Determine Customer Order Feasibility
      
      Issue Customer Orders
      
      Authorize Credit
      
      Report Customer Order Handling
      
      Track & Manage Customer Order Handling
      
      Close Customer Order
      
      Complete Customer Order
    - Bill Inquiry Handling
      
      Create Customer Bill Inquery Report
      
      Assess Customer Bill Inquiry Report
      
      Authorize Customer Bill Invoice Adjustment
      
      Track & Monitor Customer Bill Inquiry Resolution
      
      Report Customer Bill Inquiry
      
      Close Customer Bill Inquiry Report
    - Problem Handling
      
      Isolate Customer Problem
      
      Create Customer Problem Report
      
      Report Customer Problem
      
      Track & Manage Customer Problem
      
      Correct & Recover Customer Problem
      
      Close Customer Problem Report
  - Service Management & Operations
    - SM&O Support & Readiness
      
      Manage Service Inventory
      
      Enable Service Configuration & Activation
      
      Support Service Problem Management
      
      Enable Service Quality Management
      
      Support Service & Specific Instance Rating
    - Service Configuration & Activation
      
      Design Solution
      
      Test Service End-to-End
      
      Issue Service Orders
      
      Report service provisioning
      
      Allocate specific service parameters to services
      
      Track & manage service provisioning
      
      Implement, configure, & activate service
      
      Close service order
      
      Recover service
    - Service Problem Management
      
      Create Service Trouble Report
      
      Report service problem
      
      Close service trouble report
      
      Correct & resolve service problem
      
      Survey & analyze service problem
      
      Track & manage service problem
    - Service Quality Management
      
      Monitor service quality
      
      Create service performance degradation report
      
      Analyze service quality
      
      Track & manage service quality performance resolution
      
      Improve service quality
      
      Close service performance degradation
      
      Report service quality performance
    - Service & Specific Instance Rating
      
      Mediate usage records
      
      Rate usage records
      
      Analyze usage records
  - Resource Management & Operations
    - RM&O Support & Readiness
      
      Enable resource provisioning
      
      Manage resource inventory
      
      Enable resource performance management
      
      Manage workforce
      
      Support resource trouble management
      
      Manage logistics
      
      Enable resource data collection & distribution
    - Resource Provisioning
      
      Allocate & install resource
      
      Close resource order
      
      Configure & activate resource
      
      Issue resource orders
      
      Test resource
      
      Recover resource
      
      Track manage resource provisioning
      
      Report resource provisioning
    - Resource Trouble Management
      
      Create resource trouble report
      
      Correct & resolve resource trouble
      
      Report resource trouble
      
      Track & manage resource trouble
      
      Survey & analyze resource trouble
      
      Close resource trouble report
      
      Localize resource trouble
    - Resource Performance Management
      
      Monitor resource performance
      
      Create resource performance degradation report
      
      Analze resource performance
      
      Track & manage resource performance resolution
      
      Control resource performance
      
      Close resource performance
      
      Report resource performance
    - Resource Data Collection & Distribution
      
      Collection management information & data
      
      Process management information & data
      
      Distribute management information & data
      
      Audit data collection & distribution
  - Supplier/Partner Relationship Management
    - S/PRM Support & Readiness
      
      Support S/P requisition management
      
      Support S/P interface management
      
      Support S/P problem reporting & management
      
      Support S/P performance management
      
      Manage supplier/partner inventory
      
      Support S/P settlements & payments managements
    - S/P Requisition Management
      
      Select supplier/partner
      
      Initiate S/P requisition order
      
      Determine S/P pre-requisition feasibility
      
      Report S/P requisition
      
      Track & manage S/P requisition
      
      Close S/P requisition order
      
      Recieve & accept S/P requisition
    - S/P Problem Reporting & Management
      
      Initiate S/P problem report
      
      Report S/P problem resolution
      
      Receive S/P problem report
      
      Close S/P problem report
      
      Track & manage S/P problem resolution
    - S/P Performance Management
      
      Initiate S/P performance degradation report
      
      Close S/P performance degradation report
      
      Track & manage S/P performance resolution
      
      Monitor & control S/P service performance
      
      Report S/P performance
    - S/P Settlements & Payments Management
      
      Manage account
      
      Receive & assess invoice
      
      Negotiate & approve invoice
      
      Issue settlement notice & payment
    - S/P Interface Management
      
      Manage S/P requests (including self service)
      
      Analyze & report S/P interactions
      
      Mediate & orchestrate supplier/partner interactions
- Billing