(1) Process Type Service Management & Operations

Description

Service Management & Operations (SM&O):
Short Description
The Service Management & Operations (SM&O) process grouping focuses on the knowledge of services (Access, Connectivity, Content, etc.) and includes all functionalities necessary for the management and operations of communications and information services required by or proposed to customers. The focus is on service delivery and management as opposed to the management of the underlying network and information technology. Some of the functions involve short-term service capacity planning, the application of a service design to specific customers or managing service improvement initiatives. These functions are closely connected with the day-to-day customer experience.

These processes are accountable to the business management layer function of product management (the profit and loss accountability) to meet, at a minimum, targets set for Service Quality, including process performance and customer satisfaction at a service level, as well as Service Cost.

eTOM differentiates day-to-day operations and support from planning and development and other strategy and lifecycle processes. In the TOM, these service layer processes were not differentiated or were not addressed. The eTOM structure better depicts the structure of an enterprise, especially in an ebusiness era.

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This Functional Process grouping focuses on the knowledge of services (Access, Connectivity, Content, etc. related to service) and products and includes all functionalities necessary for the management and operations of communications and information services required by customers or proposed to customers.

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Created from the Casewise Model eTOM 3.0 Model July 2002 on 26/07/02 at 15:06