eTOM 3.0 Business Process Framework
Transcription
eTOM 3.0 Business Process Framework
eTOM 3.0 Business Process Framework Mike Kelly, TMF eTOM Support Manager [email protected] Enrico Ronco System Integrator [email protected] Mike Richter Enterprise Process Architect [email protected] ©TeleManagement Forum February 2002 Debbie Deland, TMF Executive Director [email protected] Purpose of these Slides • Provide overview of the eTOM Business Process Framework Release 3.0 • Provide update on eTOM Business Process Framework progress and next steps • Show how eTOM is being applied 2 ©TeleManagement Forum June 2002 eTOM Release 2.0 • eTOM Release 3.0 approved by members in May – More detailed process modeling in progress • BUT… – eTOM already in use! – Model structure represents huge effort to harmonize the needs of SPs and others – Basis for building specific business scenarios SPs need an ebusiness enhanced TOM framework that is common across the industry 3 ©TeleManagement Forum June 2002 Why an eTOM? • Service Providers are driving for a common eTOM industry framework that: – Addresses ebusiness opportunities – Broadens TOM to a total enterprise model – Reflects the increased complexity in service provider business relationships – Evolves processes to support convergence of information and communications services and technologies – Highlights customer control and self-management – Supports operations processes with strategic and lifecycle processes – Accommodates need for operations support processes – Uses more systematic and accepted process methodologies – Provides the linkage to the NGOSS™ program, including implementation of solutions with real products 4 ©TeleManagement Forum June 2002 A Brief History of eTOM – 1995 – 1998: development of TOM (Telecom Operations Map) – 1999: stabilization of TOM – 2000 – 2001: evolution of TOM towards eTOM – May 2001: eTOM v1.0 for TMF Members Evaluation – October 2001: eTOM v2.5 for TMF Public Evaluation – March 2002: eTOM Executive Summary Released – May 2002: eTOM 3.0 TM Forum Member Approved – May 2002: eTOM GB921A Released to Members 5 ©TeleManagement Forum June 2002 TOM - the Telecom Operations Map Customer •Operations Focused •At core of eTOM Customer Interface Management Processes Problem Handling Customer QoS Management Invoicing and Collections Customer Care Processes Service Planning and Development Service Configuration Service Problem Management Service Quality Management Rating and Discounting Service Development and Operations Processes Network Planning and Development Network Provisioning Network Inventory Management Network Maintenance & Restoration Network and Systems Management Processes Network Element Management Processes Physical Resource and Information Technology 6 ©TeleManagement Forum June 2002 Network Data Management Information Systems Management Processes Sales Order Handling Linkage to NGOSS™ • • • • • • eTOM provides the NGOSS Business View eTOM processes, flows and information are input as requirements to the NGOSS System View Direct Linkage from eTOM through Shared Information/Data and Systems Integration Model Feedback from the NGOSS development cycle is used to validate the eTOM eTOM Team aims to work with other Teams (e.g. BAC/SDM) eTOM has already participated in NGOSS ‘Proof of Concept’ work 7 ©TeleManagement Forum June 2002 The eBusiness Value Network Customer Intermediary Enterprise Complementor Supplier Source: P. Keen and M. McDonald, The eProcess Edge, Osborne/McGraw-Hill, Berkeley, 2000 8 ©TeleManagement Forum June 2002 eTOM Business Relationship Context Model • End of dotcom boom, does NOT mean ebusiness implementation is not critical Customer Service Provider Intermediary • Implementing for the revenue increase, productivity increase and cost savings opportunities • More complex business relationships for SPs • Many interesting combinations 9 ©TeleManagement Forum Complementary Provider Third Party Service Provider Function or Process Supplier Hardware, Software, Solution, etc. Vendors June 2002 eTOM Business Concepts • eTOM focus is on the customer and includes the core processes that directly support the Customer (F, A, B) • eTOM Framework has an Operations Support and Readiness (OSR) grouping alongside FAB – Back-office vs. front-office – OSR enables FAB to be real-time and effective • eTOM Framework has a Strategy, Infrastructure & Product (SIP) grouping – Strategy & Commit – Infrastructure Lifecycle Management – Product Lifecycle Management • eTOM Framework integrates processes occurring within the Enterprise with those of Partners and Suppliers • eTOM Framework has an Enterprise Management grouping for the remaining corporate Service Provider processes 10 ©TeleManagement Forum June 2002 eTOM Framework and Process Implementation Concepts • Separation of the Product view from the Service View • eTOM Framework is organized in “Horizontal” and “Vertical” process groupings, as views into the same detailed processes • eTOM Framework positions entities with which the Enterprise interacts • eTOM Framework uses hierarchical decomposition as the basis of the process modeling • Process Elements in the eTOM Framework represent every business process used by the Enterprise • eTOM Framework clearly defines each Process Element • Process Elements can be included in more than one Vertical Endto-End Process Grouping • eTOM Processes are defined as generically as possible to support all Products, Services and Channels that are used within the Enterprise 11 ©TeleManagement Forum June 2002 Process Flow Concepts To develop process flows... • All processes are decomposed on a functional basis to the level where process flow threads can be defined • Each Service Provider can choose to implement their process flows differently, with ‘mix-and-match’ from the eTOM processes • The eTOM process flows and decompositions are designed to link input, process element and output, and to provide high-level definition of information requirements and business rules 12 ©TeleManagement Forum June 2002 The eTOM Business Process Framework V 3.0 13 ©TeleManagement Forum June 2002 eTOM Business Process Framework Conceptual Structure Customer Strategy, Infrastructure & Product Operations Market, Product and Customer Service Resource (Application, Computing and Network) Supplier/Partner Suppliers/Partners Enterprise Management Shareholders 14 ©TeleManagement Forum Employees June 2002 Other Stakeholders The Operations area • “FAB” is still the core of the Operations area • Operations Support & Readiness is separated from FAB Operations Operations Support & Readiness Fulfillment Assurance Customer Relationship Management Service Management & Operations • “OPS” also supports functional process groupings shown as horizontal layers 15 ©TeleManagement Forum Resource Management & Operations (Application, Computing and Network) Supplier/Partner Relationship Management June 2002 Billing The Strategy, Infrastructure & Product area • “SIP” encompasses strategy and lifecycle management processes in support of operations – Strategy & Commit – Infrastructure Lifecycle Management – Product Lifecycle Management • “SIP” also has functional groupings, aligned with those in “OPS” Strategy, Infrastructure & Product Strategy & Commit Infrastructure Lifecycle Management Product Lifecycle Management Marketing & Offer Management Service Development & Management Resource Development & Management (Application, Computing and Network) Supply Chain Development & Management 16 ©TeleManagement Forum June 2002 The Enterprise Management area •Enterprise Management not a focus for TM Forum •EM processes common to any business Enterprise Management Strategic & Enterprise Planning Financial & Asset Management 17 Brand Management, Market Research & Advertising Stakeholder & External Relations Management Disaster Recovery, Security & Fraud Management Human Resources Management Research & Development, Technology Acquisition Enterprise Quality Management, Process & IT Planning & Architecture ©TeleManagement Forum June 2002 eTOM “Level 0” CEO Level View Customer Strategy, Infrastructure & Product Strategy & Commit Infrastructure Lifecycle Management Product Lifecycle Management Operations Operations Support & Readiness Fulfillment Assurance Marketing & Offer Management Customer Relationship Management Service Development & Management Service Management & Operations Resource Development & Management (Application, Computing and Network) Resource Management & Operations (Application, Computing and Network) Supply Chain Development & Management Supplier/Partner Relationship Management Enterprise Management 18 Strategic & Enterprise Planning Brand Management, Market Research & Advertising Financial & Asset Management Human Resources Management ©TeleManagement Forum Stakeholder & External Relations Management Research & Development, Technology Acquisition June 2002 Billing Disaster Recovery, Security & Fraud Management Enterprise Quality Management, Process & IT Planning & Architecture eTOM and Beyond 19 ©TeleManagement Forum June 2002 eTOM Current Activity • Subteams (process area decompositions and/or flows) – Service Assurance • links with WSM work – Customer Relationship Management • Billing-related and non billing-related – Supplier/Partner Relationship Management • also how to address “Partner Relationship Management” – Resource Management • detail and integration for Network/Application/Computing • links with EML debate and SID work – End2End Flows • Service Assurance, Fulfillment, Billing – Harmonization of OS&R/FAB split – Information specifications (with SID) – Support to eTOM use within Catalysts/E2E NGOSS projects • GB921A in member review process—Next levels of detail for selected areas per above 20 ©TeleManagement Forum June 2002 Contact Us North America Office European Office 1201 Mt. Kemble Road Morristown, NJ 07960 USA Tel: +1 973-425-1900 Fax: +1 973-425-1515 67 Corder Road Ipswich, Suffolk IP4 2XB ENGLAND Tel/Fax: +44-1473-288595 E-Mail: [email protected] Web Address: www.tmforum.org 21 ©TeleManagement Forum June 2002