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Enrico RoncoSystem [email protected]
Debbie Deland, TMFExecutive [email protected]
February 2002
©TeleManagement Forum
eTOM 3.0Business Process Framework
Mike Kelly, TMFeTOM Support [email protected]
Mike RichterEnterprise Process [email protected]
June 2002
©TeleManagement Forum2
Purpose of these SlidesPurpose of these Slides
• Provide overview of the eTOM Business Process Framework Release 3.0
• Provide update on eTOM Business Process Framework progress and next steps
• Show how eTOM is being applied
June 2002
©TeleManagement Forum3
eTOM Release 2.0eTOM Release 2.0• eTOM Release 3.0 approved by members in May – More detailed process modeling in progress
• BUT…– eTOM already in use!– Model structure represents huge effort to harmonize the needs of SPs and others
– Basis for building specific business scenariosSPs need an ebusiness enhanced TOM framework that is common across the
industry
June 2002
©TeleManagement Forum4
Why an eTOM?Why an eTOM?• Service Providers are driving for a common eTOM industry framework that:– Addresses ebusiness opportunities– Broadens TOM to a total enterprise model– Reflects the increased complexity in service provider business relationships
– Evolves processes to support convergence of information and communications services and technologies
– Highlights customer control and self-management– Supports operations processes with strategic and lifecycle processes
– Accommodates need for operations support processes – Uses more systematic and accepted process methodologies– Provides the linkage to the NGOSS™ program, including implementation of solutions with real products
June 2002
©TeleManagement Forum5
A Brief History of eTOMA Brief History of eTOM
– 1995 – 1998: development of TOM (Telecom Operations Map)
– 1999: stabilization of TOM– 2000 – 2001: evolution of TOM towards eTOM– May 2001: eTOM v1.0 for TMF Members Evaluation– October 2001: eTOM v2.5 for TMF Public Evaluation
– March 2002: eTOM Executive Summary Released– May 2002: eTOM 3.0 TM Forum Member Approved– May 2002: eTOM GB921A Released to Members
June 2002
©TeleManagement Forum6
TOM - the Telecom Operations MapTOM - the Telecom Operations Map
Network and Systems Management Processes
Service Development and Operations Processes
Customer Care Processes
Customer
Network Element Management Processes
Information Systems Management Processes
Network Planning
and Development
Network Provisionin
g
Network Maintenance
& Restoration
Network Data
Management
Network Inventory Management
Service Planning and Development
Service Problem
Management
Service Quality
ManagementRating and Discounting
Service Configuratio
n
Customer Interface Management Processes
Sales Order Handling
Invoicing and
Collections
Problem Handling
Customer QoS
Management
Physical Resource and Information Technology
•Operations Focused•At core of eTOM
June 2002
©TeleManagement Forum7
NGOSS Framework
NGOSSKnowledge
Base
C u s t o me rO S S
T h u A pr 0 5 12 : 4 7 : 1 9 20 01O r de ri ng 3 U s e Ca s e
Us e Ca se D i a gr a m
G a t e w ay S e r v i c es
G a te wa yI n te rf ac e
P r o vi de r Se rv i ce s
C u st om erM a n a g em e nt
I nt er f a c e
C u s t o me r M a na ge m en t S e rv ic e s P r o du ct M an ag e m en t S er vi c e s
P r o du ct R e q u e st<< S D M > >
Cu st om e rC o n ta ct<< SD M> >
Cu st om e r< < S D M >> I nv o i c e In qu i r y
< < S DM >>
Cr ed it V i ol a ti on< < S DM >>
P r o du ct C a ta lo g< < SD M> >
P r o d u c t S er vi c e< < S DM >>
Cu st o m erO r d e r
M a n a g er P ro du c tFu lf i ll me n tM a na ge r
O rd er i n g 3P ro c e s s
***
C ustomerR elationshipM anagem ent
R esourceInfras'tureD ev't andM ngmnt
S upplier/Partner
ServiceD evelopmentand Op'nsM anagem ent
Inform ation
C ustomer
A ssess ServiceA vailability
Provide ServiceA vailability Date
D eterm ineR esourceA vailability
Provide A vailabilityD ate
Q ualifyC ustom er
Identify SolutionA lternatives
U pdate Custom erC ontact Record
S olutionA lternativesA vailable
N o A ctionR equired
Pre-OrderFeasibilityR equest Made
R eceive Pre-OrderFeasibility R equest
Linkage to NGOSSLinkage to NGOSS™™
• eTOM provides the NGOSS Business View
• eTOM processes, flows and information are input as requirements to the NGOSS System View
• Direct Linkage from eTOM through Shared Information/Data and Systems Integration Model
• Feedback from the NGOSS development cycle is used to validate the eTOM
• eTOM Team aims to work with other Teams (e.g. BAC/SDM)
• eTOM has already participated in NGOSS ‘Proof of Concept’ work
June 2002
©TeleManagement Forum8
The eBusiness Value Network The eBusiness Value Network
Source: P. Keen and M. McDonald, The eProcess Edge, Osborne/McGraw-Hill, Berkeley, 2000
Intermediary
Supplier
Complementor
Customer
Enterprise
June 2002
©TeleManagement Forum9
eTOM Business Relationship Context ModeleTOM Business Relationship Context Model
ComplementaryProvider
Customer
Intermediary
Third PartyServiceProvider
Function orProcessSupplier
Hardware, Software, Solution,
etc. Vendors
Service Provider
• End of dotcom boom, does NOT mean ebusiness implementation is not critical
• Implementing for the revenue increase, productivity increase and cost savings opportunities• More complex business relationships for SPs• Many interesting combinations
June 2002
©TeleManagement Forum10
eTOM Business ConceptseTOM Business Concepts• eTOM focus is on the customer and includes the core processes that
directly support the Customer (F, A, B)• eTOM Framework has an Operations Support and Readiness (OSR) grouping
alongside FAB– Back-office vs. front-office– OSR enables FAB to be real-time and effective
• eTOM Framework has a Strategy, Infrastructure & Product (SIP) grouping– Strategy & Commit – Infrastructure Lifecycle Management – Product Lifecycle Management
• eTOM Framework integrates processes occurring within the Enterprise with those of Partners and Suppliers
• eTOM Framework has an Enterprise Management grouping for the remaining corporate Service Provider processes
June 2002
©TeleManagement Forum11
eTOM eTOM Framework and Process Framework and Process Implementation ConceptsImplementation Concepts
• Separation of the Product view from the Service View• eTOM Framework is organized in “Horizontal” and
“Vertical” process groupings, as views into the same detailed processes
• eTOM Framework positions entities with which the Enterprise interacts
• eTOM Framework uses hierarchical decomposition as the basis of the process modeling
• Process Elements in the eTOM Framework represent every business process used by the Enterprise
• eTOM Framework clearly defines each Process Element • Process Elements can be included in more than one
Vertical End-to-End Process Grouping• eTOM Processes are defined as generically as possible
to support all Products, Services and Channels that are used within the Enterprise
June 2002
©TeleManagement Forum12
Process Flow ConceptsProcess Flow Concepts
To develop process flows...
• All processes are decomposed on a functional basis to the level where process flow threads can be defined
• Each Service Provider can choose to implement their process flows differently, with ‘mix-and-match’ from the eTOM processes
• The eTOM process flows and decompositions are designed to link input, process element and output, and to provide high-level definition of information requirements and business rules
June 2002
©TeleManagement Forum13
TheTheeTOM Business Process FrameworkeTOM Business Process Framework
V 3.0V 3.0
June 2002
©TeleManagement Forum14
eTOM Business Process Framework Conceptual eTOM Business Process Framework Conceptual StructureStructure
Enterprise Management
Strategy, Infrastructure &Product
Operations
Market, Product and Customer
Service
Resource(Application, Computing and Network)
Supplier/Partner
Customer
Suppliers/Partners
Shareholders Other StakeholdersEmployees
June 2002
©TeleManagement Forum15
The Operations areaThe Operations area
OperationsFulfillmentAssurance BillingOperations
Support &ReadinessCustomer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
(Application, Computing and Network)
• “FAB” is still the core of the Operations area
• Operations Support & Readiness is separated from FAB
• “OPS” also supports functional process groupings shown as horizontal layers
June 2002
©TeleManagement Forum16
The Strategy, Infrastructure & Product The Strategy, Infrastructure & Product areaarea
• “SIP” encompasses strategy and lifecycle management processes in support of operations– Strategy & Commit– Infrastructure
Lifecycle Management– Product Lifecycle
Management
• “SIP” also has functional groupings, aligned with those in “OPS”
Strategy, Infrastructure & Product
ProductLifecycleManagement
InfrastructureLifecycleManagement
Strategy &Commit
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
(Application, Computing and Network)
June 2002
©TeleManagement Forum17
The Enterprise Management areaThe Enterprise Management area
Strategic &EnterprisePlanning
Financial &Asset
Management
Brand Management,
Market Research
& Advertising
HumanResources Management
Stakeholder &External RelationsManagement
Research &Development,TechnologyAcquisition
Enterprise Quality Management,Process & ITPlanning & Architecture
Disaster Recovery,Security &
FraudManagement
Enterprise Management
•Enterprise Management not a focus for TM Forum•EM processes common to any business
June 2002
©TeleManagement Forum18
eTOM “Level 0”eTOM “Level 0”CEO Level ViewCEO Level View
OperationsFulfillmentAssurance BillingOperations
Support &Readiness
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
(Application, Computing and Network)
Enterprise Management
Strategic &EnterprisePlanning
Financial & AssetManagement
Enterprise QualityManagement, Process & ITPlanning & Architecture
Stakeholder & ExternalRelations Management
Brand Management,Market Research &Advertising
Human ResourcesManagement
Disaster Recovery,Security & FraudManagement
Research &Development,TechnologyAcquisition
Strategy, Infrastructure & ProductProductLifecycleManagement
InfrastructureLifecycleManagement
Strategy &Commit
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
(Application, Computing and Network)
Customer
June 2002
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eTOM Current ActivityeTOM Current Activity• Subteams (process area decompositions and/or flows)
– Service Assurance• links with WSM work
– Customer Relationship Management• Billing-related and non billing-related
– Supplier/Partner Relationship Management• also how to address “Partner Relationship Management”
– Resource Management• detail and integration for Network/Application/Computing• links with EML debate and SID work
– End2End Flows• Service Assurance, Fulfillment, Billing
– Harmonization of OS&R/FAB split– Information specifications (with SID)– Support to eTOM use within Catalysts/E2E NGOSS projects
• GB921A in member review process—Next levels of detail for selected areas per above
June 2002
©TeleManagement Forum21
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