eTOM
The Business Process Framework (eTOM) is a critical component of Frameworx, the TM Forum’s blueprint for enabling successful business transformation.
It is a comprehensive, industry-agreed, multi-layered view of the key business processes required to run an efficient, effective and agile enterprise.
All of Frameworx, including the Business Process Framework, is created and evolved by industry leaders and practitioners in TM Forum’s collaboration community.
What is the Business Process Framework?
It is a hierarchical catalog of the key business processes required to run a service-focused business. At the conceptual level, the framework has three major process areas, reflecting major focuses within typical enterprises:
Strategy, Infrastructure, and Product
Operations
Enterprise Management
6 Things You Can Do With the Business Process Framework
Create a common language for use across departments, systems, external partners and suppliers, reducing
cost and risk of system implementation, integration and procurement Adopt a standard structure, terminology and classification scheme for business processes to simplify internal
operations and maximize opportunities to partner within and across industries Apply disciplined and consistent business process development enterprise-wide, allowing for cross-
organizational reuse Understand, design, develop and manage IT applications in terms of business process requirements so
applications will better meet business needs Create consistent and high-quality end-to-end process flows, eliminating gaps and duplications
Identify opportunities for cost and performance improvement through re-use of existing processes and
systems
Get the Business Process Framework
Enhanced Telecom Operations Map (eTOM)he 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.
Description[edit]
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
Columns
Strategy and Commit, Infrastructure Lifecycle Management and Product Lifecycle Management
Rows
Marketing & Offer Management, Service Development & Management, Resource Development &
Management and Supply Chain Development & Management
Operations
Columns
Operations Support & Readiness, Fulfillment, Assurance and Billing
Rows
Customer Relationship Management, Service Management & Operations, Resource
Management & Operations and Supplier/Partner Relationship Management.
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