Etom Explained

Every industry has best practice methods, such as eTom (the enhanced Telecom Operations

Map) - the most commonly business process guide in the telecoms industry. eTom defines the complete scope of business processes that a telecoms service provider should use, including the key elements and interactions between them.

eTom provides a consistent, solid structure for those working in telecoms, and gives a robust foundation for implementing company-wide discipline. It helps companies to create long-lasting end-to-end processes, allowing for cost and time efficiencies, and provides a realistic alternative to tailor-made applications.

The basic elements of the eTom guide are the customer (on the top level of the business structure); the strategy, infrastructure & product, enterprise management; and the operations (both equally important to the customer). This is usually referred to as the "value chain,'' and forms the basis of the framework telecoms companies should adhere to.

Each element has its own responsibilities. For example, the strategy, infrastructure & product covers the development and management of the service, resource and supply chain. The operations part includes the management of customer, supplier, resource and partner relationships, whilst enterprise management covers strategic, business, financial and risk planning, as well as the management of knowledge and research.

eTom treats each part of the framework equally, and expects those who follow the structure to do the same. Ultimately, eTom is designed to help telecoms companies improve their B2B and B2C relationships, in addition to generating new business, satisfying existing customers, and re-capturing lapsed customers. It exists as part of the TeleManagement Forum - a not-for-profit association that is part of an International Telecommunications Union (ITU).

The framework has been praised for its effectiveness, and has been hailed as a "guiding light" in the use and evolution of the New Generation Operations Systems and Software (NGOSS), another essential part of the telecoms industry, and works highly efficiently in partnership with the Information Technology Infrastructure Library (ITIL).

by: casewise1

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