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eTOM Business Process Framework
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Linking Processes in the Telecommunications Industry to drive Customer Satisfaction
eTOM Framework & Practices
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 of eTOM Business Process Framework
Access to enterprise processes
Scope includes all enterprise processes.
Assure value in all low level processes
Marketing, sales, and billing processes are identified as part of a high-level framework, assuring value in all low level processes.
Encourage customer self-management & online support
Operational layers are integrated with e-business processes and encourage customer self-management and online support.
Lifecycle management changes according to process needs
The lifecycle of different processes are managed appropriately based on the specific process being analyzed.
Inclusion of external service providers & process participants
External service providers and process participants are included in the framework.
Companion to ITIL
Companion to ITIL within the telecom industry.
What is eTOM?
The eTOM business process framework (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 Framework is a Business Process Framework that describes these interactions down to the activity level, with different orientations and three major process areas:
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.
How Interfacing can help
All TM Forum eTOM requirements can be managed within the Enterprise Process Center (EPC) platform, with the flexibility to customize the framework to your organizational needs. Cross-functional value streams are easily identified through EPC’s dynamic reporting and automatic process view generation. 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. Enterprise Process Center is recommended by Gartner in its Enterprise Business Process Analysis (EBPA)
An eTOM Framework alignment Case Study
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 perspectiv
Why Choose Interfacing?
With over two decades of AI, Quality, Process, and Compliance software expertise, Interfacing continues to be a leader in the industry. To-date, it has served over 500+ world-class enterprises and management consulting firms from all industries and sectors. We continue to provide digital, cloud & AI solutions that enable organizations to enhance, control and streamline their processes while easing the burden of regulatory compliance and quality management programs.
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Documentation: Driving Transformation, Governance and Control
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eQMS: Automating Quality & Compliance Workflows & Reporting
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