1、 International Telecommunication Union ITU-T M.3050TELECOMMUNICATION STANDARDIZATION SECTOR OF ITU Supplement 4(02/2007) SERIES M: TELECOMMUNICATION MANAGEMENT, INCLUDING TMN AND NETWORK MAINTENANCE Telecommunications management network Enhanced Telecom Operations Map (eTOM) Supplement 4: An eTOM pr
2、imer ITU-T Recommendation M.3050 Supplement 4 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 telep
3、hone circuits M.560M.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
4、.1199 International 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.360
5、0M.3999 Common channel signalling systems M.4000M.4999 For further details, please refer to the list of ITU-T Recommendations. ITU-T Rec. M.3050/Suppl.4 (02/2007) i ITU-T Recommendation M.3050 Enhanced Telecom Operations Map (eTOM) Supplement 4 An eTOM primer Summary ITU-T M.3050.x Recommendation su
6、b-series contain a reference 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 analys
7、es them to different levels 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 supplement provides an
8、 introductory view of some of the concepts, goals and structure of the eTOM work. It should be read in conjunction with the ITU-T M.3050.x Recommendation sub-series and Supplements. Source Supplement 4 to ITU-T Recommendation M.3050 was agreed on 14 February 2007 by ITU-T Study Group 4 (2005-2008).
9、The ITU-T M.3050.x Recommendation sub-series is based on the Enhanced Telecom Operations Map(eTOM) which has been developed by the TeleManagement Forum (TMF). ii ITU-T Rec. M.3050/Suppl.4 (02/2007) FOREWORD The International Telecommunication Union (ITU) is the United Nations specialized agency in t
10、he field of telecommunications. The ITU Telecommunication Standardization Sector (ITU-T) is a permanent organ of ITU. ITU-T is responsible for studying technical, operating and tariff questions and issuing Recommendations on them with a view to standardizing telecommunications on a worldwide basis.
11、The World Telecommunication Standardization Assembly (WTSA), which meets every four years, establishes the topics for study 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 Resolutio
12、n 1. In some areas of information technology which fall within ITU-Ts purview, the necessary standards are prepared on a collaborative basis with ISO and IEC. NOTE In this publication, the expression “Administration“ is used for conciseness to indicate both a telecommunication administration and a r
13、ecognized operating agency. Compliance with this publication is voluntary. However, the publication may contain certain mandatory provisions (to ensure e.g. interoperability or applicability) and compliance with the publication is achieved when all of these mandatory provisions are met. The words “s
14、hall“ or some other obligatory language such as “must“ and the negative equivalents are used to express requirements. The use of such words does not suggest that compliance with the publication is required of any party. INTELLECTUAL PROPERTY RIGHTS ITU draws attention to the possibility that the pra
15、ctice or implementation of this publication may involve the use of a claimed Intellectual Property Right. 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 publication development
16、 process. As of the date of approval of this publication, ITU had not received notice of intellectual property, protected by patents, which may be required to implement this publication. However, implementers are cautioned that this may not represent the latest information and are therefore strongly
17、 urged to consult the TSB patent database at http:/www.itu.int/ITU-T/ipr/. ITU 2008 All rights reserved. No part of this publication may be reproduced, by any means whatsoever, without the prior written permission of ITU. ITU-T Rec. M.3050/Suppl.4 (02/2007) iii CONTENTS Page 1 Scope 1 2 References.
18、1 3 Definitions 2 4 Abbreviations and acronyms 2 5 Introduction 2 5.1 What is eTOM? 2 5.2 Where did eTOM come from? . 3 6 How does eTOM work? 4 6.1 Process decompositions 4 6.2 Process flows 11 7 Why use eTOM?. 17 8 When can eTOM help?. 17 9 Who is using eTOM? 17 10 Some ideas on using eTOM 19 10.1
19、Service providers 19 10.2 Vendors. 19 10.3 Bringing eTOM into your business Some hints and suggestions 20 11 Administrative appendix. 22 11.1 Acknowledgements 22 11.2 About TeleManagement Forum . 22 Bibliography. 23 ITU-T Rec. M.3050/Suppl.4 (02/2007) 1 ITU-T Recommendation M.3050 Enhanced Telecom O
20、perations Map (eTOM) Supplement 4 An eTOM primer 1 Scope The Enhanced Telecom Operations Map (eTOM)b-TMF 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 serie
21、s of ITU-T texts dealing with eTOM (Release 7.0), which have the following structure: M.3050.0 eTOM Introduction. 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 Representa
22、tive process flows. (TMF GB921 Addendum F Release 4.5). M.3050.4 eTOM B2B integration: Using B2B inter-enterprise integration with the eTOM. (TMF GB921 Addendum B Release 6.1). M.3050 Supplement 1 eTOM ITIL application note (TMF GB921 Application note V Release 6.0). M.3050 Supplement 2 eTOM Public
23、B2B Business Operations Map (BOM). (TMF GB921 Addendum C Release 4). M.3050 Supplement 3 eTOM to M.3400 mapping. M.3050 Supplement 4 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 ma
24、nagement services approach described in ITU-T M.3010 and ITU-T M.3200 by developing a business process framework. This supplement provides a mapping to the IT Infrastructure Library. 2 References The following ITU-T Recommendations and other references contain provisions which, through reference in
25、this text, constitute provisions of this Recommendation. At the time of publication, the editions indicated were 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 e
26、dition of the Recommendations and other references listed below. A list of the currently valid ITU-T Recommendations is published regularly. 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/Suppl.4
27、 (02/2007) ITU-T M.3010 ITU-T Recommendation M.3010 (2000), Principles for a telecommunications management network. ITU-T M.3200 ITU-T Recommendation M.3200 (1997), TMN management services and telecommunications managed areas: overview. 3 Definitions This Recommendation uses the following term defin
28、ed elsewhere: 3.1 eTOM: See ITU-T Rec. M.3050.0. 4 Abbreviations and acronyms The following abbreviations and acronyms are additional to those defined in ITU-T Rec. M.3050.1: EM Enterprise Management eTOM enhanced Telecom Operations Map FAB Fulfilment, Assurance and Billing ITIL IT Infrastructure Li
29、brary NGOSS Next Generation Operations Systems and Software OSR Operations Support and Readiness SIP Strategy, Infrastructure and Product SP Service Provider SMART Service Management Automation and Re-engineering Team TM Forum TeleManagement Forum 5 Introduction 5.1 What is eTOM? The telecom industr
30、y is facing unprecedented churn and the struggle to remain profitable in the face of more competition, higher customer expectations, falling market share and growing price pressures. The industry has a need to clearly define and understand the business processes involved in order to tackle these iss
31、ues. It also needs to reach a consensus on the common process view for equipment suppliers, applications builders and integrators to build management systems by combining third party and in-house developments. The enhanced Telecom Operations Map (or eTOM for short) is an ongoing TM Forum initiative
32、to deliver a business process model or framework for use by service providers and others within the telecommunications industry. The goal is to set a vision for the industry to enable it to compete successfully through the implementation of business process-driven approaches to managing the enterpri
33、se. This includes ensuring integration among all vital enterprise support systems concerned with service delivery and support. The focus of the eTOM is on the business processes used by service providers, the linkages between these processes, the identification of interfaces and the use of customer,
34、 service, resource, supplier/partner and other information by multiple processes. The TM Forum eTOM business process framework is a reference framework for categorizing all the business activities that a service provider will use in a structured manner that allows these to be addressed at various le
35、vels of detail. For such companies, it serves as the blueprint for process direction and provides a neutral reference point for internal process re-engineering needs, partnerships, alliances and general ITU-T Rec. M.3050/Suppl.4 (02/2007) 3 working agreements with other providers. For suppliers, eTO
36、M outlines potential boundaries of software components to align with 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 (Next Generati
37、on Operations Systems and Software) program and links with other work under way in NGOSS. So, eTOM defines a telecommunications service provider business process framework. This means that it is oriented to SPs in the telecommunications sector (although it has been found to be useful in other areas
38、also) and it aims to provide a business-oriented view of the SP enterprise. This view is useful for planners, managers, strategists, etc., who need to view the enterprise in business terms without immediate concern for the nature of the way that these business needs are organized or automated within
39、 the business. Therefore, eTOM emphasizes issues such as process structure, process components, process interactivity and the business roles and responsibilities to which these relate. In defining these aspects, eTOM also provides a basis for setting requirements for system solutions, technical arch
40、itectures, technology choices and implementation paths but it is neutral towards the particular way that these requirements are met. Thus, eTOM can be considered to have two faces: one oriented towards the business, customer, products, etc., and one towards solutions, systems and implementations sup
41、porting the business. It should be recognized that, through the TM Forum work, eTOM represents an industry-consensus on the service provider processes, which has been harmonized across the global scene and is based on member contributions. It is allowable, and indeed expected, that this will mean th
42、at eTOM must be tailored and/or extended for use within an individual company. In particular, eTOM does not seek to constrain the way that the processes fit into a specific organization. An advantage of this positioning of eTOM as a framework, rather than a directly-implemented specification, is tha
43、t differentiation amongst eTOM users is not restricted, which is vital to allow specialization and competition. In addition, as already mentioned, eTOM does not fix upon particular routes to implementation and is thus valid in many different environments with varying levels of automation, technology
44、, etc. So, eTOM is a framework, not a final implementation specification. It will typically be customized and extended by users for their own business needs but provides a vital common reference that is industry-recognized and represents a de facto standard, and now, through ITU-T, an official stand
45、ard within and between companies on business process definition. 5.2 Where did eTOM come from? Work on business process modelling by the TeleManagement Forum (formerly the Network Management Forum) began in the early 1990s with the Service Management Automation and Re-engineering Team (SMART) that g
46、athered worldwide service provider views and distilled an initial business process model. This work grew in the Telecom Operations Map (TOM) during the mid-90s, leading to the stabilization and publication of TOM in its final form towards the end of that decade. The TOM work gained wide industry sup
47、port but the scope of the TOM model did not cover the whole of the SP enterprise and only focused on the main operations processes embodying the traditional telecoms activities around fulfilment, assurance and billing (FAB). Increasingly, the complexities of interworking in the deregulated, competit
48、ive telecoms market required a complete enterprise view, and new business demands triggered by the Internet, and electronic commerce generally, led to a move to expand TOM to address this wider perspective. Thus, eTOM for enhanced TOM was initiated as a work programme led by TM Forum as we entered t
49、he new millennium. Initial releases of eTOM were provided to TM Forum members during 2001 and then a TM Forum-approved version of eTOM GB921 v3.0 was released in mid-2002. 4 ITU-T Rec. M.3050/Suppl.4 (02/2007) This was welcomed and adopted widely and so further work to cement agreements, incorporate industry feedback and extend the level of detail described resulted in further intermediate versions and then a new TM Forum-approved version early in 2004. This version GB921 v4.0 was also submitted under a liaison agreemen
