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Business Process Framework (eTOM) Suite.pdf


The Business Process Framework is an operating model framework for telecom service providers in the telecommunications industry.[1] The model describes the required business processes of service providers, and defines key elements and how they should interact.

The development of the business process standardization for telecom service providers started with the founding of the TM Forum in 1988. The initial goal was to facilitate the creation of 'interoperable network management products'.[2] The first approved standard was the 'OSI/NM Forum Protocol Specification,' an extension of OSI protocols developed since the late 1970s.

The direct development towards the Business Process Framework (eTOM), as Brenner (2007) explained, was "the Telecom Operation Map (TOM) was first published in 2001. The goal of TOM was the creation of an industry-owned framework of business processes, including the definition of a common enterprise-independent terminology for service management. It was also supposed to serve as a basis for discussing the scope of information management necessary for the execution of the processes. The result of this latter effort has meanwhile spawned its own TMF document family, the Shared Information and Data Model (SID).[1]

but engaging clients in process discussions with eTOM but noprocess flows is hardly better than a dictionary and a blank sheetof paper eTOM on its own simply has no process content the way mostbusiness people think of process!

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Remember, the eTOM framework does not contain process flowsitself. eTOM gives you the elements with which to build a process(flow), and these elements are organized by process (hierarchy). Toconnect with business people, you need to have flows!

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ITSM services always focus on better management of technology. But it mainly focuses on addressing the importance of aligning different IT services with business needs. Here are important attributes that have gone through a change from traditional IT to ITSM processes:

Frameworx defines an EA framework tailored for telecom service providers and includes all reference model processes, information, and application frameworks required to build a robust EA, as well as standardized interfaces and other details needed to implement the EA (Fig. 1).

The central portion of Fig. 1 shows the Business Process, Information, Application, and Integration frameworks that are the core of Frameworx. For example, the Business Process Framework (eTOM = enhanced Telecom Operation Map) is employed as a reference model when analyzing business processes or considering business architectures. Similarly, the Information Framework (SID = Shared Information and Data) is used when considering information models and data architectures, and the Application Framework (TAM = Telecom Application Map) is used when considering application configurations and application architectures. Finally, the Integration Framework includes interface provisions, support for various technologies, and other elements necessary for implementation, and is used as a basis for considering the technology architecture. The Multi-Technology Network Management (MTNM) and Multi-Technology Operations System Interface (MTOSI), which is defined as the interface between the Element Management System (EMS) and the Network Management System (NMS), currently forms part of the definition of the Integration Framework, and is part of the TM Forum Integration Program (TIP). The scope of the TIP project includes the following tasks:

In addition to the Eclipse environment, good headway is being made in developing modeling and mapping tools for business processes and information frameworks that will enable smooth implementation of TM Forum technology-based development. Along with standardization of guidelines such as the Quick Start Packs, this initiative will bring services and businesses closer to implementation and is thus considered very important for the TM Forum.

The Business Process Framework consists of levels that form a hierarchy, with each level encapsulating a group of processes at the next level of detail: Level-0 defines a very general business domain, but each successive level defines more detailed processes. Level-1 is the process group and Level-2 is the core process, but representation of actual business processes comes with Level-3 process (task) and Level-4 process (step) granularity. The latest 2012 release includes definitions of close to 800 new (mostly Level-4) processes. Additionally, process elements have been merged into the model, thus making process flow definition much more detailed. This more detailed analysis of business processes can be attributed to the importance of having more efficient operations and rapid deployment of new services.

Some additional or more detailed provisions were made to the Application Framework of Frameworx 2012, especially relating to the bill calculation process, payment management, and other aspects of billing operations. In addition, the Integration Framework was also slightly revised: the description of the integration interface was made more explicit to harmonize and integrate more smoothly with overall interface specifications. Fulfillment and resolution of cloud service problems provisions were added to the service deployment Quick Start Pack guidelines mentioned earlier, and Frameworx as a whole was substantially updated from the aspects of analysis of upper process business processes to implementation.

The TM Forum is a global industry association for service providers and their suppliers in the telecommunications sector. It provides an open, collaborative environment to help its members with tools, frameworks, and information in their transformation initiatives. They provide the Business Process Framework eTOM as a hierarchical classification scheme with descriptions of the key business processes required to run a service-focused business.

Your process optimization journey can be driven by an individual trigger, e.g. a quality certification (such as ISO9001) or because you are using a software tool that no longer meets your needs or is difficult to manage. No matter where you come from, BPM usually begins with the design or documentation of your existing business processes. And choosing the right tool for your BPM initiative can be critical. You want your employees to feel comfortable with it, to adopt it - and you want an intuitive tool that meets all your needs but is not too expensive. The good news: BPM projects are not difficult to start. All you need is a free trial of ARIS Basic to get started!

For three decades, ARIS has been the market-leading business process analysis (BPA) solution and a pioneer when it comes to innovations like process mining or combining BPA with risk and compliance management. It is our experience, the combination of solutions and, above all, the passion for what we do that makes us so special and distinguishes us from our competitors.

ITSM is an IT management strategy that involves using processes, tools, and frameworks to ensure that your organization can efficiently implement, deliver, management, and support IT services, to both:

ITSM ensures the right technology, processes, and people are in place for the organization to realize its long term objectives. ITSM improves the quality and speed of service delivery and maximizes customer satisfaction. Some businesses leverage ITSM software not just for the management and support of their IT systems but also to broker and manage a wide range of processes and services across the enterprise.

An ITSM framework supports the entire spectrum of IT services ranging from networks and applications, to databases and non-IT business functions. It defines standard operations, techniques, and supporting services while delivering efficiency and value gain for IT operations. Frameworks support organizations to define their ITSM strategy and the implementation of that strategy.

ITSM software can automate ITSM processes, workflows and tasks. It improves the experiences for users both those consuming, or responsible for, the delivery of the services. ITSM software can include preconfigured roles, workflows, reports, and templates that simplify the implementation of processes based on the chosen framework.

ITSM uses a process based approach, with many ITSM implementations leveraging the ITIL best practice framework to manage IT services along their lifecycle. For this purpose, ITIL 3 defines 26 processes in 5 lifecycle stages. 153554b96e


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