Page 377 - Handbook of Modern Telecommunications

3-168 CRC Handbook of Modern Telecommunications, Second Edition

Products, not just paper: A main premise of eTOM is that paper standards are not sufficient to solve
business problems. Products, not paper, are the end goal, provided documentation is produced to sup-
port the replications of industry agreements across multiple vendors’ products.
This contribution has put emphasis on the enhanced telecom operations map (eTOM), which is a
common model for telecommunications operations processes and a guide for reengineering such pro-
cesses. In addition, ITIL—an enterprise IT standard guideline—is included to help service providers to
streamline their IT operations. When business processes and IT processes are focusing on the business
goal of the service provider, then the alignment criteria are fully met. In order to deepen this alignment,
an eTOM/ITIL mapping was also addressed in the final part of this contribution.

Acronyms

ARPU Average Revenue Per User
BSS Business Support System
CDR Call Detail Record
CLI Command Line Interface
CPE Customer Premises Equipment
CRM Customer Relationship Management
CSP Communications Service Provider
CSR Customer Service Representative
DSL Digital Subscriber Line
ETOM Enhanced Telecommunications Operations Map
FAB Fulfillment, Assurance, Billing
FCAPS Fault, Configuration, Accounting, Performance, Security
GIS Geographical Information System
ICT Inter Connection Technology
ISV Independent Software Vendor
ITIL Information Technology Infrastructure Library
KQI Key Quality Indicator
LEC Local Exchange Carrier
LOB Line of Business
M&A Management and Administration, Mergers and Acquisitions
NGOSS Next-Generation OSS
NOC Network Operating Center
NEI Network Element Interface
OSR Operations Support and Readiness
OSS Operations Support System
POTS Plain Old Telephone Service
PSTN Public Switched Telecommunication Network
QoS Quality of Service
SFA Sales Force Automation
SI System Integrator
SIP Strategy, Infrastructure, and Product Process
SLA Service-Level Agreement
SLG Service-Level Guarantee
SQM Service Quality Monitoring
SP Service Provider
TMF TeleManagement Forum
VoIP Voice over IP
VPN Virtual Private Network