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Literature

Government Process Management

Government agencies have now realized the value of BPM and are beginning to apply it to their own operations as Government Process Management (GPM).

Process-Oriented Business Intelligence

Business Intelligence (BI) isn’t just about results – it’s about results that make sense.

BPM Case Study - GCC

E-commerce takes the proper steps to move towards a Service Oriented Architecture (SOA) to maximize the flexibility of their IT structure.

BPM Case Study - Telcom

A world leader in communications strives to streamline their customer billing system.

BPM Case Story - Stuart Wright

Process Management Maintains Clear Workflows for Knowledge Sharing in Oil & Gas Well Engineering Industry

BPM Case Story - Equifax

BPM helps Equifax align its global operations...

eTOM and Business Process Management (BPM)

Linking Processes in the Telecommunications Industry to drive Customer Satisfaction

eTOM (Enhanced Telecommunications Operations Map) is a guide to best practices for business process management in the telecommunications industry. The model describes the interaction of processes between different stakeholders in the telecommunications value chain. eTOM is a Business Process Framework that describes these interactions down to the activity level, with different orientations and three major process areas:
  • Strategy, infrastructure and product
  • Operational management
  • Enterprise management

The eTOM framework also includes cross-functional views that show how process components span horizontally across an enterprise. This allows for greater detail in interpreting process interaction across the organization.

eTOM is primarily a framework for the analysis and improvement of existing telecommunications processes, with an orientation towards customer support and satisfaction. Business interactions can be facilitated by identifying key touch points and ensuring that the processes that drive them are optimized.

Key Benefits:
  • Scope includes all enterprise processes.
  • Marketing, sales, and billing processes are identified as part of a high-level framework, assuring value in all low level processes.
  • Operational layers are integrated with e-business processes and encourages customer self-management and online support.
  • The lifecycle of different processes are managed appropriately based on the specific process being analyzed.
  • External service providers and process participants are included in the framework.
  • Companion to ITIL within the telecom industry

Read Our Latest Case Study Related To The eTOM Framework



Building Telecom Process Frameworks in Support of Major Technology Transition

The current industry standard for telecom process frameworks, eTOM, has been a valuable resource, but the increasing diversity and complexity of today’s business requires something more. Looking to optimize efficiency and deliver stronger value to shareholders, and driven by a major technology transition, a multinational telecom (Telco) firm has been pursuing external expertise to improve and consolidate their core business processes from a customer-oriented perspective.

The Interfacing Advantage

All eTOM requirements can be managed within the Enterprise Process Center (EPC), with the flexibility to customize the framework to your organizational needs. Cross functional value streams are easily identified through the EPC’s dynamic reporting and automatic process view generation. The EPC supports the implementation of process controls and automatic audits in order to ensure that the eTOM framework is extended to all levels of your telecommunications processes.