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Framework Level 1 eTOM Business Process Framework Level 1 Overview - START HERE

(1) Process Type Supplier/Partner Relationship Management Diagram 1.1.4 Supplier/Partner Relationship Management (1) Process Type Service Management & Operations Diagram 1.1.2 Service Management & Operations (1) Process Type Resource Management & Operations Diagram 1.1.3 Resource Management & Operations (1) Process Type Customer Relationship Management Diagram 1.1.1 Customer Relationship Management (1) Process Type Supply Chain Development & Management Diagram 1.2.4 Supply Chain Development & Management (1) Process Type Service Development & Management Diagram 1.2.2 Service Development & Management (1) Process Type Resource Development & Management Diagram 1.2.3 Resource Development & Management (1) Process Type Marketing & Offer Management Diagram 1.2.1 Marketing & Offer Management (1) Process Type Billing Diagram Billing (1) Process Type Assurance Diagram Assurance (1) Process Type Fulfillment Diagram Fulfillment (1) Process Type Strategy & Commit Diagram Strategy and Commit (1) Process Type Operations Support & Readiness Diagram Operations Support & Readiness (1) Process Type Product Lifecycle Management Diagram Product Lifecycle Management (1) Process Type Infrastructure Lifecycle Management Diagram Infrastructure Lifecycle Management (0) Process Type Strategy, Infrastructure & Product (0) Process Type Operations (1) Process Type Stakeholder & External Relations Management Diagram 1.3.6 Stakeholder & External Relations Management (1) Process Type Human Resources Management Diagram 1.3.7 Human Resources Management (1) Process Type Financial & Asset Management Diagram 1.3.5 Financial & Asset Management (1) Process Type Knowledge & Research Management Diagram 1.3.4 Knowledge & Research Management (1) Process Type Enterprise Effectiveness Management Diagram 1.3.3 Enterprise Effectiveness Management (1) Process Type Enterprise Risk Management Diagram 1.3.2 Enterprise Risk Management (1) Process Type Strategic & Enterprise Planning Diagram 1.3.1 Strategic & Enterprise Planning (0) Process Type Enterprise Management External Entity Customer

Framework Level 1 eTOM Business Process Framework Level 1 Overview - START HERE

Description

The eTOM framework provides the following benefits:

- It develops a scope addressing all enterprise processes.

- It distinctly identifies marketing processes to reflect their heightened importance in an ebusiness world.

- It distinctly identifies Enterprise Management processes, so that everyone in the enterprise is able to identify their critical processes, thereby enabling process framework acceptance across the enterprise.

- It brings Fulfillment, Assurance and Billing (FAB) onto the high-level framework view to emphasize the customer priority processes as the focus of the enterprise.

- It defines an Operations Support & Readiness vertical process grouping, that relates to all the Operations functional layers. In integrating ebusiness and making customer self-management a reality, the enterprise has to understand the processes it needs to enable for direct and (more and more) online customer operations support and customer self-management.

- It recognizes three process groupings within the enterprise that are distinctly different from operations processes by identifying the SIP processes, i.e., Strategy & Commit, Infrastructure Lifecycle Management and Product Lifecycle Management.

- It recognizes the different cycle times of the strategy and lifecycle management processes and the need to separate these processes from the customer priority operations processes where automation is most critical. This is done by decoupling the Strategy & Commit and the two Lifecycle Management processes from the day-to-day, minute-to-minute cycle times of the customer operations processes.

- It moves from the older customer care or service orientation to a customer relationship management orientation that emphasizes customer self-management and control, increasing the value customers contribute to the enterprise and the use of information to customize and personalize to the individual customer.

- It adds more elements to this customer operations functional layer to represent better the selling processes and to integrate marketing fulfillment within Customer Relationship Management.
Note that Customer Relationship Management within the eTOM framework is very broadly defined and larger in scope than some definitions of CRM.

- It acknowledges the need to manage resources across technologies, (i.e., application, computing and network), by integrating the Network and Systems Management functional process into Resource Management & Operations. It also moves the management of IT into this functional layer as opposed to having a separate process grouping.

- It recognizes that the enterprise interacts with external parties, and that the enterprise may need to interact with process flows defined by external parties, as in ebusiness interactions

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Created from the eTOM Model eTOM v7.5 on 10/13/2008 at 11:34