Enhanced Telecom

Operations Map® (eTOM)

The Business Process Framework

Release Notes Release 7.0

RN311

Version 0.2 February, 2007

TeleManagement Forum 2007
eTOM Solution Suite Release Notes

Notice

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Table of Contents

Notice ..................................................................................................................................................................2
Table of Contents ..............................................................................................................................................3
Overview of eTOM Release 7.0 .......................................................................................................................4
Summary of Changes in this release ........................................................................................................5
Release Definition .............................................................................................................................................6
Document Release Description.................................................................................................................6
Model Release Description (if applicable).................................................................................................6
Linkages to other Projects/Products .............................................................................................................8
Consolidated List of Errata and Corrections for GB921D Release 7.0.....................................................9
Introduction ............................................................................................................................................9
General Issues.......................................................................................................................................9
List of Errata and Corrections .............................................................................................................10
Administrative Appendix ...............................................................................................................................21
Document History ...................................................................................................................................21
Version History.....................................................................................................................................21
Release History ...................................................................................................................................21
About TeleManagement Forum ..............................................................................................................21

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Overview of eTOM Release 7.0

Release 7.0 of the eTOM Framework (GB921) builds on previous eTOM releases,
and has been contributed to ITU-T for incorporation into an update to ITU-T
Recommendation M.3050 a new international standard. It 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 World Case Studies in
applying eTOM (GB921R). It also includes some updates on the Addendum for B2B
working (GB921B). GB921 Release 7.0 is part of NGOSS 7.0.

Release 7.0 contains updates, corrections and improvements to the eTOM Model set
out in GB921D, based on member comment and feedback, and formal Change
Requests through the TM Forum Change Control Board. In particular, expanded
support for Revenue Assurance is included within the Enterprise Management area in
a new Revenue Assurance Management process element, and in revised and
expanded detail in the Billing area of Customer Relationship Management.

The eTOM Business Process Framework has grown to include a number of

components. The overall eTOM document set now includes:
A main document (GB921) that provides an overview of the eTOM
Business Process Framework, from both Intra-Enterprise and Inter-
Enterprise viewpoints, and describes the main structural elements and
approach
An Addendum (GB921D) describing the Service Provider enterprise
processes and sub-processes in a form that is top down, customer-
centric, and end-to-end focused. Process decompositions are provided
for all processes from the highest conceptual view of the eTOM
framework to the level of detail agreed for use by the industry.
An Addendum (GB921F) describing selected process flows at several
levels of view and detail that provides end-to-end insight into the
application of eTOM.
An Addendum (GB921B) describing the implications and impact of e-
business for service providers and their business relationships, and how
eTOM supports them, including a description of handling of business-to-
business Interactions by eTOM. Associated with this is a separate
Application Note (GB921C) describing a Business Operations Map for
processes involved in business-to-business interaction
An Addendum (GB921P) providing an “eTOM Primer” to assist new users
of eTOM
A separate Application Note (GB921U) that provides some guidelines to
assist users of eTOM in applying this within their businesses

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A separate Application Note (GB921V) that shows how eTOM can be

used to model the ITIL processes (this supersedes the previous GB912L)
A separate Application Note (GB921T) that shows how eTOM processes
relate to the functional view provided by the ITU-T M.3400
Recommendation (this work was developed in conjunction with ITU-T
within the joint Telecom Management Collaboration Focus Group)

Summary of Changes in this release

Element CR Number Detailed Description

(sub-suite or individual (if
document of a suite as applicable)
appropriate)
GB921(main) Small administrative changes to acknowledge the new/changed documents in
the overall GB921 package
GB921-B CR2006- Updates to reflect approved CR.
0018
GB921-D CR2005- This update of GB921D chiefly addresses CR2005-0039 and CR2005-0049,
0039, and also includes some minor corrections of errata from the previous Release
CR2006- 6.0 (collected in “Consolidated List of Errata and Corrections for GB921D
0049 Release 6.0” attached at end). The two CRs contain full definitions of the related
changes, and have already been approved by the CCB.
GB921-U new document providing guidelines to users of eTOM on applying/customising
eTOM

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Release Definition

Document Release Description

Document Name Release Version Document Date New/

Status Update
d in
R 7.0
RN311 eTOM Release Notes 7.0 0.2 Information February √
Only 2007
GB921 eTOM Main Document 7.0 7.1 Member February √
Evaluation 2007
GB921B eTOM – B2B Integration: Using B2B 7.0 7.1 Member August √
Inter-enterprise integration with the Evaluation 2004
eTOM
GB921C Public B2B Business Operations 4.0 4.0.2 TMF November
Map Application Note Approved 2005
GB921D Process Decompositions & 7.0 7.1 Member November √
Descriptions Evaluation 2005
GB921F Process Flow Examples 4.5 4.6.1 Member August
Evaluated 2004
GB921P eTOM Primer 4.5 4.6.1 Member January
Evaluated 2007
GB921T eTOM – M.3400 Mapping 4.5 4.6.1 Member August
Application Note Evaluated 2004
GB921U eTOM - 7.0 1.1 Member February √
Evaluation 2007
GB921V eTOM – An Interim View of an 6.0 6.1 Member August
Interpreter’s Guide for eTOM and Evaluated 2004
ITIL Practitioners

Model Release Description (if applicable)

The eTOM Model is represented in an XML file derived from the tool environment
used by the eTOM Team (Casewise Corporate Modeler 10.3). The intention is to
provide the model in as open a way as possible, recognising the current
limitations that apply on interchange of models amongst process analysis tools
generally. This is an evolving picture, but to facilitate open use of the eTOM Model in
a variety of tools, the eTOM Framework (ie the process hierarchy as set out in

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GB912D) is also published in other formats to ease interchange. These include a

structured textual model, captured as an MS Excel spreadsheet file, and a linked
HTML structure which also allows the eTOM Model to be explored with normal web
browsers.

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Linkages to other Projects/Products

eTOM is a fundamental framework within NGOSS and is widely used in most of the
other work areas as a business process reference. It is also linked with wider work in
the industry, notably with ITU-T where eTOM has been absorbed as ITU_T
Recommendation M.3050. There is also ongoing activity in linking with other industry
process work, and a particular example is work to link eTOM with ITIL, as described
in GB921V.

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Consolidated List of Errata and

Corrections for GB921D Release 7.0

Introduction

GB921D Release 6.0, published as part of NGOSS 6.0, was the first eTOM release
for which a document was generated by automated publication from the base eTOM
Model files.

This approach ensures alignment between the information in the eTOM Model and
that in published forms of the material such as Word, PDF and HTML. In the course
of this, some small errors were identified as part of this new publication mechanism,
some due to previous small misalignments, and some caused by human error in
handling the new method of transferring changes in and out of the environment. The
experience gained should assist in future Releases, and for this Release 6.0, a
consolidated corrections for the errors identified is provided below.

Some minor improvements to text, for example to align better Brief and Extended
Descriptions, are also included.

The updates identified below have previously been circulated and agreed by the
eTOM Team, so this document stands as a record of this, and as a basis for handling
the changes through the TM Forum Change Control mechanism, as we move to
future Releases.

General Issues

Process Identifiers and Paragraph Numbering

It has been agreed to modify the Process Identifiers used in GB921D to establish a
fully-hierarchical scheme. Linked with this is agreement to remove the separate
paragraph numbering, as this overlaps the Process ID mechanism. The changes are
as follows:

1. The paragraph numbering in GB921D is removed from the individual process

elements as it is redundant in that it repeats the process number (although currently
with fields in a different order, which is not helpful anyway). The (now unique) process
numbering below provides an adequate way of finding individual processes.

2. As previously published, the second field in the process number/identifier is

alphabetic and describes the vertical Level 1 that applies (for EM this is always E).
This is removed and replaced (in the same position within the identifier) with an
numeric code designating the relevant Level 0, as follows:

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1 is OPS

2 is SIP

3 is EM

This provides a parsable, hierarchical identifier, which is unique across eTOM. For
the moment, we will not provide any coded indication on the relevant vertical Level 1
(for OPS and SIP) but we have noted we could add this in as a separate information
item (not part of the process identifier) in future if it is found helpful.

3. Because the process identifier is explained in the introduction to GB921D, the

attached “GB921D_process ID text.doc” shows within the Introduction section, what
changes are needed to GB921D to reflect this.

Use of “&” in process element names

All process element names are meant to use "&" rather than "and" where this occurs
in a name. A number of occurrences have been identified (see section below)

List of Errata and Corrections

Note: Process Identifier references are to the existing published GB921D release 6.0
and will be modified to the revised Process ID scheme indicated in the section above.

A number of minor typographical corrections are also identified, to tidy and improve
presentation, but these are not listed here as they have no effect on the technical
content of GB921D,

The individual changes below can be referenced by the paragraph number/Process

ID for each item.

Note that changes affecting Level 2 process elements (eg 2-4 OPS

Service Quality Management) occur twice in the GB921D material (as these also
introduce each associated set of Level 3 process element material) and are included
twice in the list below.

1-1-2-OPS L3- Support Order Handling

Extended Description, first line: “The purpose of the Support Customer Handling
processes is twofold” becomes” The purpose of the Support Order Handling
processes is twofold”

Extended Description, bullet 4: “(including Customer Inventory and Purchased

Product Inventory)” becomes” tools (including Customer Inventory and Product
Offering Inventory)”

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1-1-11-OPS L3-Manage Product Offering Inventory

Extended Description: para 3: “The service inventory is also responsible” becomes”

The product offering inventory is also responsible”

1-1-12 OPS L3- Manage Sales Inventory

Extended Description: “customer data” becomes “sales data” throughout, “customer

inventory” becomes “sales inventory” throughout. 1st Bullet (after “Responsibilities of
these processes include, but are not limited to “) “Identifying the inventory-relevant
information requirements to be captured for customers” becomes “Identifying the
inventory-relevant information requirements to be captured for sales processes and
sales commission management”

1-2-3-OPS L3- Analyze & Report on Customer

Name to include "&" rather than "and"

1-3-1-OPS L3- Issue & Distribute Marketing Collaterals

Name to include "&" rather than "and"

1-4-2-OPS L3- Qualify & Educate Customer

Name to include "&" rather than "and"

1-4-5-OPS L3- Cross/Up Selling

Extended Description: incorrect text - delete and replace with “The purpose of this
process is to ensure that the value of the relationship between the customer and
service provider is maximized by selling additional, or more of the existing, products.
The ongoing analysis of customer trends (e.g. usage, problems, complaints) is used
to identify when the current offerings may no longer be appropriate for the customer,
or when the opportunity for a larger sale arises. Based on the data collected, more
appropriate offerings should be recommended to the customer.”

1-5-6-OPS L3- Issue Customer Orders

Extended Description, final text: “and passes management for further processing to
the Track & Manage Customer Provisioning process. The orchestration, if required,
and tracking of the customer order progress is the responsibility of the Track &
Manage Customer Provisioning processes.” becomes “and passes management for

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further processing to the Track & Manage Customer Order Handling process. The
orchestration, if required, and tracking of the customer order progress is the
responsibility of the Track & Manage Customer Order Handling processes.”

1-6-1-OPS L3-Isolate Customer Problem

Brief Description: incorrect text - delete and replace with “Identify the root cause of the
customer problem”

1-6-2-OPS L3- Report Customer Problem (CRM - A)

”Customer” was omitted in error.

Brief Description: incorrect text - delete and replace with “Monitor the status of
customer problem reports, provide notifications of any changes and provide
management reports”

1-6-4-OPS L3- Close Customer Problem Report (CRM - A)

”Customer” and “Report” were omitted in error

1-9-1-OPS L3- Establish & Terminate Customer Relationship

Extended Description: text omitted in error, add at end “Profile and preference
information for terminated customer relationships is archived if acceptable to the
customer. All relevant parties are informed of the ended relationship. Other processes
are triggered to dismantle the customer solution and servicing arrangements as
necessary.”

1-9-3-OPS L3- Analyze & Manage Customer Risk

Name to include "&" rather than "and"

1-9-4-OPS L3- Personalize Customer Profile for Retention & Loyalty

Extended Description: text omitted in error, add at end “- The process aims to ensure
that all information is gathered and used to make the best decisions to retain those
customers the Service Provider wants to retain, heighten satisfaction and maintain
profitability

This process provides a source of data for performing loyalty and retention marketing
campaigns, for retaining existing customers, promoting customer loyalty, winning

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back customers who have left. It utilizes predictive modeling software to analyze an
account, and to return relevant scores, such as: churn score, up-sell score, cross-sell
score, bad debt score and customer lifetime value score. Moreover it utilizes scores
for customer analysis and marketing campaign purposes.”

2-1 OPS SM&O Support & Readiness

Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Manage service infrastructure, ensuring that the
appropriate service capacity is available and ready to support the SM&O Fulfillment,
Assurance and Billing”

2-2 OPS Service Configuration & Activation

Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Allocation, implementation, configuration,
activation and testing of specific services to meet customer requirements”

2-4 OPS Service Quality Management

Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Managing, tracking, monitoring, analyzing,
improving and reporting on the performance of specific services”

2-1 OPS SM&O Support & Readiness

Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Manage service infrastructure, ensuring that the
appropriate service capacity is available and ready to support the SM&O Fulfillment,
Assurance and Billing processes”

2-1-4-OPS L3- Enable Service Quality Management

Extended Description, bullet 6th from end “· Establishing and managing service quality
data collection schedules, including managing the collection of the necessary
information from the Resource Data Collection processes” becomes “· Establishing
and managing service quality data collection schedules, including managing the
collection of the necessary information from the Resource Data Collection &
Distribution processes”

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2-2 OPS Service Configuration & Activation

Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Allocation, implementation, configuration,
activation and testing of specific services to meet customer requirements”

2-2-3-OPS L3- Track & Manage Service Provisioning

Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Ensure service provisioning activities are
assigned, managed and tracked efficiently”

2-2-4-OPS L3- Implement, Configure & Activate Service

Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Implement, configure and activate the specific
services allocated against an issued service order”

2-2-8-OPS L3- Report Service Provisioning

Extended description: in two occurrences, “Service Provisioning” becomes “Service

Configuration & Activation”

2-4 OPS Service Quality Management

Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Managing, tracking, monitoring, analyzing,
improving and reporting on the performance of specific services”

2-4-1-OPS L3- Monitor Service Quality

Extended Description: penultimate bullet “· Forward service performance degradation

notifications to other Service Performance Management processes, which
manage…” becomes “· Forward service performance degradation notifications to
other Service Quality Management processes, which manage…”

2-4-5-OPS L3- Create Service Performance Degradation Report

Brief Description: “Create a new resource performance report” becomes “Create a

new service performance degradation report”

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1.OFAB.3 Resource Management & Operations

Brief Description: replace with “Maintains knowledge of resources (application,

computing and network infrastructures) and is responsible for managing all these
resources (e.g. networks, IT systems, servers, routers, etc.) utilized to deliver and
support services required by or proposed to customers”

Extended Description: replace with “This horizontal functional process grouping

maintains knowledge of resources (application, computing and network
infrastructures) and is responsible for managing all these resources (e.g. networks, IT
systems, servers, routers, etc.) utilized to deliver and support services required by or
proposed to customers. It also includes all functionalities responsible for the direct
management of all such resources (network elements, computers, servers, etc.)
utilized within the enterprise. These processes are responsible for ensuring that the
network and information technologies infrastructure supports the end-to-end delivery
of the required services. The purpose of these processes is to ensure that
infrastructure runs smoothly, is accessible to services and employees, is maintained
and is responsive to the needs, whether directly or indirectly, of services, customers
and employees. RM&O also has the basic function to assemble information about the
resources (e.g. from network elements and/or element management systems), and
then integrate, correlate, and in many cases, summarize that data to pass on the
relevant information to Service Management systems, or to take action in the
appropriate resource.

In an ebusiness world, application and computing management are as important as

management of the network resources. Moreover, network, computing and
applications resources must increasingly be managed in a joint and integrated
fashion. To cope with these needs, the eTOM framework includes the Resource
Management & Operations process grouping (together with the corresponding
Resource Development & Management grouping within SIP), to provide integrated
management across these three sets of resources: applications, computing and
network. These areas also encompass processes involved with traditional Network
Element Management, since these processes are actually critical components of any
resource management process, as opposed to a separate process layer.

The RM&O processes thus manage the complete service provider network and sub-
network and information technology infrastructures.

The eTOM framework differentiates day-to-day operations and support from planning
and development, and other strategy and lifecycle processes. This better depicts the
structure of an enterprise, especially in an ebusiness era.”

3-1 OPS RM&O Support & Readiness

Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Manage resource infrastructure to ensure that
appropriate application, computing and network resources are available and ready to

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support the Fulfillment, Assurance and Billing processes in instantiating and

managing resource instances, and for monitoring and reporting on the capabilities
and costs of the individual FAB processes”

3-2 OPS Resource Provisioning

Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Allocation, installation, configuration, activation
and testing of specific resources to meet the service requirements, or in response to
requests from other processes to alleviate specific resource capacity shortfalls,
availability concerns or failure”

3-3 OPS Resource Trouble Management

Brief Description: replace “allocated resources” with “specific resources”

Extended Description: penultimate para, replace “Service Problem Handling

processes” with “Service Problem Management processes”

3-4 OPS Resource Performance Management

Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Managing, tracking, monitoring, analyzing,
controlling and reporting on the performance of specific resources”

Extended Description: 1st para, replace “Resource Data Collection & Processing”
with “Resource Data Collection & Distribution”

3-1 OPS RM&O Support & Readiness

Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Manage resource infrastructure to ensure that
appropriate application, computing and network resources are available and ready to
support the Fulfillment, Assurance and Billing processes in instantiating and
managing resource instances, and for monitoring and reporting on the capabilities
and costs of the individual FAB processes”

3-1-2-OPS L3- Enable Resource Performance Management

Extended Description: 7th bullet, replace “Resource Data Collection & Processing”
with “Resource Data Collection & Distribution”

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3-1-4-OPS L3- Enable Resource Data Collection & Distribution

Extended Description: replace throughout “resource data collection & resource data
distribution” with “Resource Data Collection & Distribution”

3-2 OPS Resource Provisioning

Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Allocation, installation, configuration, activation
and testing of specific resources to meet the service requirements, or in response to
requests from other processes to alleviate specific resource capacity shortfalls,
availability concerns or failure”

3-2-1-OPS L3- Allocate & Install Resource

Extended Description: penultimate para, replace “These process are responsible for
initiating, using the S/PRM processes, purchase orders for any specific resources in
shortfall. Sufficient information is supplied with the purchase orders to ensure” with
“These process are responsible for initiating, using the S/PRM processes, resource
requisition orders for any specific resources in shortfall. Sufficient information is
supplied with the resource requisition orders to ensure”

3-3 OPS Resource Trouble Management

Brief Description: replace “allocated resources” with “specific resources”

Extended Description: penultimate para, replace “Service Problem Handling

processes” with “Service Problem Management processes”

3-3-2-OPS L3- Localize Resource Trouble

Brief Description: “Identify the root cause of the resource trouble” becomes “Identify
the root cause of the specific resource trouble”

3-3-6-OPS L3- Close Resource Trouble Report

”Report” was omitted in error

3-4 OPS Resource Performance Management

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Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Managing, tracking, monitoring, analyzing,
controlling and reporting on the performance of specific resources”

Extended Description: 1st para, replace “Resource Data Collection & Processing”
with “Resource Data Collection & Distribution”

3-4-2 OPS L3 Analyze Resource Performance

Extended Description. 1st para “,..process to evaluate the performance of specific

resource” becomes “…process to evaluate the performance of a specific resource”

Extended Description: 2nd bullet (after “Responsibilities of these processes include,

but are not limited to “), replace “Resource Data Collection & Processing” with
“Resource Data Collection & Distribution”

3-4-6-OPS L3- Track & Manage Resource Performance Resolution

Extended Description, last bullet, “…and escalating resource trouble reports as

necessary” becomes “…and escalating resource performance degradation reports as
necessary”

4-2 OPS S/P Requisition Management

Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Track, monitor and report on the service
provider initiated product and/or service provisioning engagements to ensure that the
interactions are in accordance with the agreed commercial arrangements between
the service provider and the Supplier/Partner”

4-3 OPS S/P Problem Reporting & Management

Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Track, monitor and report on the service
provider initiated problem engagements to ensure that the interactions are in
accordance with the agreed commercial arrangements between the service provider
and the Supplier/Partner.”

4-4 OPS S/P Performance Management

Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Track, monitor and report on the service

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provider initiated performance engagements to ensure that the interactions are in

accordance with the agreed commercial arrangements between the service provider
and the Supplier/Partner”

4-2 OPS S/P Requisition Management

Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Track, monitor and report on the service
provider initiated product and/or service provisioning engagements to ensure that the
interactions are in accordance with the agreed commercial arrangements between
the service provider and the Supplier/Partner”

4-2-5-OPS L3- Initiate S/P Requsition Order

Extended Description: 1st line, replace “The Initiate S/P Problem Report processes…”
with “The Initiate S/P Requisition Orderprocesses…”

4-3 OPS S/P Problem Reporting & Management

Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Track, monitor and report on the service
provider initiated problem engagements to ensure that the interactions are in
accordance with the agreed commercial arrangements between the service provider
and the Supplier/Partner.”

4-3-1-OPS L3- Initiate S/P Problem Report

Extended Description: 1st para, replace “These problems are passed to the S/P
Problem Management processes from either…” with “These problems are passed to
the S/P Problem Reporting &Management processes from either…”

4-3-4-OPS L3- Report S/P Problem Resolution

Extended Description: 2nd para, two occurrences, replace “S/P Problem Management
process” with “S/P Problem Reporting & Management process”

4-4 OPS S/P Performance Management

Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Track, monitor and report on the service

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provider initiated performance engagements to ensure that the interactions are in

accordance with the agreed commercial arrangements between the service provider
and the Supplier/Partner”

4-4-5-OPS L3- Initiate S/P Performance Degradation Report

Brief Description: “The S/P performance degradation report contains the originating
resource performance report or service performance report identifier to allow for…”
becomes “The S/P performance degradation report contains the originating resource
performance degradation report or performance degradationreport identifier to allow
for…”

4-5-4-OPS L3- Issue Settlement Notice & Payment

Brief Description: replace with updated text to reflect better the agreed Extended
Description, delete and replace with “Issue Settlement Notice & Payment processes
apply where suppliers / partners are end to revenue sharing, where the enterprise
initiates the settlement cycle”

1-7-3-SIP-L3 Select Message & Campaign Channels

Name to include "&" rather than "and"

1-7-5-SIP-L3 Manage Message and Campaign Delivery

Name to include "&" rather than "and"

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Administrative Appendix

This Appendix provides additional background material about the TeleManagement

Forum and this document. In general. sections may be included or omitted as
desired, however a Document History must always be included..

Document History

Version History
<This section records the changes between this and the previous document version as it is edited
by the team concerned. Note: this is an incremental number which does not have to match the
release number>

Version Number Date Modified Modified by: Description of

changes
0.1 20-Feb-07 Tina O'Sullivan Initial Version
0.2 22-Feb-07 Tina O'Sullivan Added information on
models & links to
other projects and
detailed changes to
GB921D.

Release History
<This section records the changes between this and the previous Official document release>

Release Number Date Modified Modified by: Description of

changes
7.0 20-Feb-07

About TeleManagement Forum

TeleManagement Forum is an international consortium of communications service

providers and their suppliers. Its mission is to help service providers and network
operators automate their business processes in a cost- and time-effective way.
Specifically, the work of the TM Forum includes:

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Establishing operational guidance on the shape of business processes.

Agreeing on information that needs to flow from one process activity to
another.
Identifying a realistic systems environment to support the interconnection
of operational support systems.
Enabling the development of a market and real products for integrating
and automating telecom operations processes.
The members of TM Forum include service providers, network operators and
suppliers of equipment and software to the communications industry. With that
combination of buyers and suppliers of operational support systems, TM Forum is
able to achieve results in a pragmatic way that leads to product offerings (from
member companies) as well as paper specifications.

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