ITU-T M 3050 1-2007 Enhanced Telecom Operations Map (eTOM) C The business process framework (Study Group 4)《(预发行)强化电信运营图(eTOM)？业务流程架构》.pdf

1、 International Telecommunication Union ITU-T M.3050.1TELECOMMUNICATION STANDARDIZATION SECTOR OF ITU (03/2007) SERIES M: TELECOMMUNICATION MANAGEMENT, INCLUDING TMN AND NETWORK MAINTENANCE Telecommunications management network Enhanced Telecom Operations Map (eTOM) The business process framework ITU

2、-T Recommendation M.3050.1 ITU-T M-SERIES RECOMMENDATIONS TELECOMMUNICATION MANAGEMENT, INCLUDING TMN AND NETWORK MAINTENANCE Introduction and general principles of maintenance and maintenance organization M.10M.299 International transmission systems M.300M.559 International telephone circuits M.560

3、M.759 Common channel signalling systems M.760M.799 International telegraph systems and phototelegraph transmission M.800M.899 International leased group and supergroup links M.900M.999 International leased circuits M.1000M.1099 Mobile telecommunication systems and services M.1100M.1199 International

4、 public telephone network M.1200M.1299 International data transmission systems M.1300M.1399 Designations and information exchange M.1400M.1999 International transport network M.2000M.2999 Telecommunications management network M.3000M.3599 Integrated services digital networks M.3600M.3999 Common chan

5、nel signalling systems M.4000M.4999 For further details, please refer to the list of ITU-T Recommendations. ITU-T Rec. M.3050.1 (03/2007) i ITU-T Recommendation M.3050.1 Enhanced Telecom Operations Map (eTOM) The business process framework Summary ITU-T Recommendations M.3050.x series contain a refe

6、rence framework for categorizing the business activities that a service provider will use. The Enhanced Telecom Operations Map (or eTOM for short), which has been developed by the TeleManagement Forum, describes the enterprise processes required by a service provider and analyses them to different l

7、evels of detail according to their significance and priority for the business. This business process approach has built on the concepts of management services and functions in order to develop a framework for categorizing all the business activities. This Recommendation contains the main body of the

8、 eTOM business process framework. Source ITU-T Recommendation M.3050.1 was approved on 29 March 2007 by ITU-T Study Group 4 (2005-2008) under the ITU-T Recommendation A.8 procedure. The ITU-T M.3050.x Recommendation sub-series is based on the Enhanced Telecom Operations Map (eTOM) which has been dev

9、eloped by the TeleManagement Forum (TMF). ii ITU-T Rec. M.3050.1 (03/2007) FOREWORD The International Telecommunication Union (ITU) is the United Nations specialized agency in the field of telecommunications. The ITU Telecommunication Standardization Sector (ITU-T) is a permanent organ of ITU. ITU-T

10、 is responsible for studying technical, operating and tariff questions and issuing Recommendations on them with a view to standardizing telecommunications on a worldwide basis. The World Telecommunication Standardization Assembly (WTSA), which meets every four years, establishes the topics for study

11、 by the ITU-T study groups which, in turn, produce Recommendations on these topics. The approval of ITU-T Recommendations is covered by the procedure laid down in WTSA Resolution 1. In some areas of information technology which fall within ITU-Ts purview, the necessary standards are prepared on a co

12、llaborative basis with ISO and IEC. NOTE In this Recommendation, the expression “Administration“ is used for conciseness to indicate both a telecommunication administration and a recognized operating agency. Compliance with this Recommendation is voluntary. However, the Recommendation may contain ce

13、rtain mandatory provisions (to ensure e.g. interoperability or applicability) and compliance with the Recommendation is achieved when all of these mandatory provisions are met. The words “shall“ or some other obligatory language such as “must“ and the negative equivalents are used to express require

14、ments. The use of such words does not suggest that compliance with the Recommendation is required of any party. INTELLECTUAL PROPERTY RIGHTS ITU draws attention to the possibility that the practice or implementation of this Recommendation may involve the use of a claimed Intellectual Property Right.

15、 ITU takes no position concerning the evidence, validity or applicability of claimed Intellectual Property Rights, whether asserted by ITU members or others outside of the Recommendation development process. As of the date of approval of this Recommendation, ITU had not received notice of intellectu

16、al property, protected by patents, which may be required to implement this Recommendation. However, implementers are cautioned that this may not represent the latest information and are therefore strongly urged to consult the TSB patent database at http:/www.itu.int/ITU-T/ipr/. ITU 2007 All rights r

17、eserved. No part of this publication may be reproduced, by any means whatsoever, without the prior written permission of ITU. ITU-T Rec. M.3050.1 (03/2007) iii CONTENTS Page 1 Scope 1 2 References. 1 3 Definitions 2 4 Abbreviations and acronyms 5 5 Introduction 8 5.1 Purpose of the business process

18、framework. 8 5.2 What is the eTOM? 9 5.3 eTOM is more than one document . 13 5.4 Using this Recommendation. 13 5.5 Intended audience. 14 5.6 Benefits of using the eTOM framework. 15 6 The eTOM business process framework 15 6.1 Core eTOM single enterprise viewpoint 16 6.2 External interactions. 30 6.

19、3 Process flow modelling approach. 32 6.4 Summary. 32 7 The emergence of e-business within the ICT market . 33 7.1 What is e-business? 33 7.2 Implications of e-business for service providers 34 7.3 An e-business reference model. 35 Annex A eTOM concepts 38 A.1 Overview 38 A.2 Business concepts. 38 A

20、.3 End-to-end process flow concepts 41 Appendix I TM Forum NGOSS and eTOM . 45 Bibliography. 47 iv ITU-T Rec. M.3050.1 (03/2007) Introduction The Enhanced Telecom Operations Map is an ongoing TM Forum initiative to deliver a business process model or framework for use by service providers and others

21、 within the telecommunication industry. The TM Forum Enhanced Telecom Operations Map (or eTOM for short) describes all the enterprise processes required by a service provider and analyses them to different levels of detail according to their significance and priority for the business. For such compa

22、nies, it serves as the blueprint for process direction and provides a neutral reference point for internal process re-engineering needs, partnerships, alliances and general working agreements with other providers. For suppliers, eTOM outlines potential boundaries of software components to align with

23、 the customers needs and highlights the required functions, inputs and outputs that must be supported by products. A particular strength of eTOM as a business process framework is that it is part of the TM Forum NGOSS (New Generation Operations Systems and Software) program and links with other work

24、 under way in NGOSS. The eTOM work has built on and enhanced the previous TM Forum Telecom Operations Map, and eTOM sets a vision for the industry to enable it to compete successfully through the implementation of business-process driven approaches to managing the enterprise. This includes ensuring

25、integration of all vital enterprise support systems concerned with service delivery and support. The focus of the eTOM framework is on the business processes used by service providers, the linkages between these processes, the identification of interfaces, and the use of customer, service, resource,

26、 supplier/partner and other information by multiple processes. From the highest enterprise-wide level, the eTOM framework defines a business process framework using hierarchical decomposition to structure the business processes. The process descriptions, and their relationship, as well as other key

27、elements are defined. The eTOM framework represents the whole of a service providers enterprise environment and is defined as generically as possible so that it is organization-, technology- and service-independent. The eTOM business process framework can be used as a tool for analysing an organizat

28、ions existing processes and for developing new processes. Different processes delivering the same business functionality can be identified, duplication eliminated, gaps revealed, new process design speeded up, and variance reduced. Using the eTOM framework, the value, cost and performance of individ

29、ual processes within an organization can be assessed. Relationships with suppliers and partners can be facilitated by identifying and categorizing the processes used in interactions. In a similar manner, the all-important customer relationship processes can be identified and an evaluation made on wh

30、ether they are functioning as required to meet customers expectations. This version of the eTOM business process framework (GB921 Release 7.0), extends the previous GB921 Release 6.0 with new process detail (in GB921D), and new material on Guidelines for eTOM Users (GB921U), and examples of Real Wor

31、ld Case Studies in applying eTOM (GB921R). It also includes some updates on the Addendum for B2B working (GB921B). ITU-T Rec. M.3050.1 (03/2007) 1 ITU-T Recommendation M.3050.1 Enhanced Telecom Operations Map (eTOM) The business process framework 1 Scope The Enhanced Telecom Operations Map(eTOM) b-T

32、MF GB921 has been developed by the TeleManagement Forum as a reference framework for categorizing all the business activities that a service provider will use. This Recommendation is part of a series of ITU-T texts dealing with eTOM (Release 7), which has the following structure: M.3050.0 eTOM Intro

33、duction. M.3050.1 eTOM The business process framework. (TMF GB921 Release 7.0.) M.3050.2 eTOM Process decompositions and descriptions. (TMF GB921 Addendum D Release 7.0.) M.3050.3 eTOM Representative process flows. (TMF GB921 Addendum F Release 4.5.) M.3050.4 eTOM B2B integration: Using B2B inter-en

34、terprise integration with the eTOM. (TMF GB921 Addendum B Release 6.1.) M.3050 Supplement 1 eTOM An Interim View of and Interpreters Guide for eTOM and ITIL Practitioners. (TMF GB921 Application Note V Release 6.0.) M.3050 Supplement 2 eTOM Public B2B Business Operations Map (BOM). (TMF GB921 Addend

35、um C Release 4.) M.3050 Supplement 3 eTOM to M.3400 mapping. M.3050 Supplement 4 eTOM An eTOM Primer (TMF GB921 Addendum P Release 4.5). Additional parts will be published as material becomes available. This series of ITU-T Recs M.3050.x build on the management services approach described in ITU-T M

36、.3010 and ITU-T M.3200 by developing a business process framework. This Recommendation contains the main body of the eTOM business process framework. The eTOM business process framework is a reference framework for categorizing all the business activities that a service provider will use. This is do

37、ne through definition of each area of business activity, in the form of process components or process elements that can be decomposed to expose progressive detail. These process elements can then be positioned within a model to show organizational, functional and other relationships, and can be comb

38、ined within process flows that trace activity paths through the business. 2 References The following ITU-T Recommendations and other references contain provisions which, through reference in this text, constitute provisions of this Recommendation. At the time of publication, the editions indicated w

39、ere valid. All Recommendations and other references are subject to revision; users of this Recommendation are therefore encouraged to investigate the possibility of applying the most recent edition of the Recommendations and other references listed below. A list of the currently valid ITU-T Recommen

40、dations is regularly published. The reference to a document within this Recommendation does not give it, as a stand-alone document, the status of a Recommendation. 2 ITU-T Rec. M.3050.1 (03/2007) ITU-T M.3010 ITU-T Recommendation M.3010 (2000), Principles for a telecommunications management network.

41、 ITU-T M.3200 ITU-T Recommendation M.3200 (1997), TMN management services and telecommunications managed areas: overview. ITU-T M.3400 ITU-T Recommendation M.3400 (2000), TMN management functions. 3 Definitions This Recommendation defines the following terms: 3.1 complementary provider: The compleme

42、ntary provider provides additional products and services to extend the attractiveness of an enterprises products and services and the scope of its value network. Frequently, these products and services are co-branded. 3.2 customer: The customer buys products and services from the enterprise or recei

43、ves free offers or services. A customer may be a person or a business. 3.3 customer operations process: A customer operations process is an end-to-end process that focuses totally on directly supporting customer needs, i.e., fulfilment, assurance or billing. It may be initiated by the customer or be

44、 initiated by the service provider. 3.4 e-business: e-business includes the Internet presence and buy and sell transactions over digital media of e-commerce. It also includes the integration of front- and back-office processes and applications to provide support and bill for the product or service.

45、For the eTOM framework it is even more expansive. e-business is the integration of traditional business models and approaches with e-business opportunities. 3.5 e-commerce: e-commerce is Internet presence and business buying and selling transactions over digital media. 3.6 end-to-end process flow: E

46、nd-to-end process flow includes all sub-processes and activities and the sequence required to accomplish the goals of the process. Note that the top-level views of the eTOM framework do NOT show end-to-end process flow since there is no indication of sequence. The eTOM framework shows end-to-end pro

47、cess groupings (see definition below). The end-to-end customer processes recognized in the eTOM framework are generic sequences of activities that need to occur in the enterprise to achieve desired results (i.e., they are not specific to a particular ICSP business, product, channel or technology). T

48、he eTOM framework does not direct or constrain the way end-to-end processes can be implemented, rather it only guides the definition of standardized process elements to be used within the enterprise. In this way, process elements can be assembled for a specific service providers end-to-end process r

49、equirement. The eTOM framework does not mandate a single way in which the process elements should be organized or sequenced to create end-to-end processes. 3.7 end-to-end process grouping: The top-level view of the eTOM framework shows end-to-end process groupings. At this level of the process framework, flow is not appropriate. However, these groupings represent processes that have end-to-end results that are key measures for the enterprise. Also termed as vertical process grouping(s). 3.8 end user: The end u