GB921E End-to-End Business Flows R16.5.1

Due to increasing competition in the global telecommunication markets, it is essential for telecom operators to continuously improve their cost and quality position. Within this context, the definition of efficient and customer-oriented business processes is a crucial success factor. The Business Process Framework eTOM comprises of functional process structures, i.e. Market/Sales, Product, Customer, Service, Resource and Engaged Party processes. The Process Model discussed in this paper complements eTOM by providing an end-to-end process flow driven view to the different functional groupings. Within the TM Forum Business Process Framework eTOM Levels already exists as a standard. However, the implementation of this standard can be facilitated through the further enhancement in terms of process flows at Level 3 as demonstrated in Figure 1. Therefore, this document gives clear recommendations on how to develop the core Customer Centric and Network process flows which are compliant with eTOM Level 1.

This document is an Application Note, aiming to document an approach based on industry experience that sets out a structure for considering how these flows can be organised against the overall business needs, and provides a number of process flows that address these needs. Note that, as an Application Note, this material should not be read as normative i.e. a single standardized approach but rather as a representative mechanism that provides a useful base for others to build on. Other approaches, with different organizational structures which may lead to other process flows, are also possible. It is the goal of work like this to assist convergence for the industry, but not to impose a single approach, where there are other variations and alternatives that make sense.

The original process flows were first published in April 2011 (Release 9.1). Since then the original process flows have been redesigned and updated as part of the development of the Releases 13.5, 15.0 and 16.0.