Page 376 - Handbook of Modern Telecommunications

Network Management and Administration 3-167

Operations
Operations Support & Fulfillment Assurance Billing
Readiness
Customer Relationship Management CRM
Customer Interface Management IM SD
SLM
FM SLM SD
Selling IM
CRM-Support & FM
Readiness Marketing Problem Customer SLM IM Billing &
Fulfillment Order Handling IM QoS/SLA Collections
Management
Management
Response Handling SLM IM
Retention & Loyalty
Service Management & Operations
CaM SLM RM ChM CM
Service Service Problem Service Quality Service & Specific
SM&O Support & Management Management
Readiness Configuration & Instance Rating
Activation
CM AM ChM RM PM RM IM ChM CaM AM SLM
Resource Management & Operations Resource Trouble Resource AM PM
CM
SLM RM ChM PM Management Performance
Resource Management CaM
RM&O Support & Provisioning IM RM ChM PM
Readiness CaM AM CM
CaM RM ChM Resource Data Collection & Processing
CaM AM IM
Supplier/Partner Relationship Management S/P Problem S/P Settlements
S/P Requisition PM S/P Performance
S/PRM Support & Management Reporting & Management & Billing
Readiness IM Management IM AM SLM Management
SLM
S/P Interface Management IM SD
Service Support Service Delivery
SD Service Desk SLM Service Level Management
IM Incident Management AM Availability Management

PM Problem Management CaM Capacity Management
ChM Change Management ITSC IT Service Continuity
Management
RM Release Management
Financial Management
FM
CM Configuration Management for IT Services
FIGu RE 3.6.3 Mapping ITIL processes on eTOM Operations (from TMF Document GB 921 V).

problems in a pragmatic way. Specifically, it brings three key elements to help design and implement
support processes:
A business process-driven approach: It starts from the premise that service providers and network
operators need to automate their business processes, which means information needs to flow from end to
end across many different systems. Only when a process is understood and the linkages are clear is it pos-
sible to apply standards in a way that delivers business value. Unless that is known, a great deal of money
can be spent implementing standards that simply don’t contribute to the overall business objective.
Technology-independent agreements: Business agreements about what information will flow between
processes must be kept independent of the protocols used to implement those agreements. Technology
will continue to change, becoming cheaper and easier to use, and delivering more power. eTOM applies
the right technology for the job instead of forcing a single technology to serve every need. Further, the
eTOM approach documents all agreements in technology-neutral form, so that the same agreement can
be implemented in multiple technologies as they continue to evolve.