1. Top right corner for field-mark, customer or partner logotypes. See Best practice for example. Slide title 40 pt Slide subtitle 24 pt Text 24 pt Bullets level 2-5 20 pt EAB-06:037222 Uen Rev PA1Ericsson Internale-tom model2006-08-291 Who is the TeleManagement Forum?  Over 350 members including: –Service Providers –Network Operators –System Integrator –Equipment Vendors –Independent Software Vendors  Mission: To help service providers and network operators automate their business processes in a cost- and time-effective way.  Provide 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. www.tmforum.org

2. Top right corner for field-mark, customer or partner logotypes. See Best practice for example. Slide title 40 pt Slide subtitle 24 pt Text 24 pt Bullets level 2-5 20 pt EAB-06:037222 Uen Rev PA1Ericsson Internale-tom model2006-08-292 What is eTOM?  “enhanced Telecom Operations Map”  A business process framework:  Reference framework for categorizing all the business activities that a service provider will use.  These activities can be combined in many different ways to implement end-to-end business processes that deliver value for the customer and the service provider.  Not a business model:  Does not address strategic issues or questions of who a service provider’s target customers should be, what market segments should the service provider serve, what are the service provider’s vision, mission, etc.  A business process framework is one part of the strategic business model and business plan for a service provider. enhanced Telecom Operations Map (eTOM): The Business Process Framework For The Information and Communications Services Industry, GB921, Version 3.5 (Draft April 2003)

3. Top right corner for field-mark, customer or partner logotypes. See Best practice for example. Slide title 40 pt Slide subtitle 24 pt Text 24 pt Bullets level 2-5 20 pt EAB-06:037222 Uen Rev PA1Ericsson Internale-tom model2006-08-293 Strategy, Infrastructure & Product Operations Customer Billing Infrastructure Lifecycle Management Operations Support and Readiness Strategy & Commit Product Lifecycle Management eTOM business process framework: level 0 FulfilmentAssurance Market, Product and CustomerService Supplier/Partner Resource (Application, Computing and Network) Suppliers/Partners Enterprise Management Shareholders EmployeesOther Stakeholders

4. Top right corner for field-mark, customer or partner logotypes. See Best practice for example. Slide title 40 pt Slide subtitle 24 pt Text 24 pt Bullets level 2-5 20 pt EAB-06:037222 Uen Rev PA1Ericsson Internale-tom model2006-08-294 Horizontal process groupings  Market, Product and Customer processes: Sales and channel management; marketing management; product and offer management; Customer Relationship Management and ordering; problem handling; SLA management; billing.  Service processes: Service development and configuration; service problem management and quality analysis; rating.  Resource processes: Develop and manage the enterprise's infrastructure, whether related to products and services (ie. telecoms networks), or to supporting the enterprise itself.  Supplier/Partner processes: Interaction with suppliers and partners, including managing the Supply Chain that underpins product and infrastructure, as well as supporting the Operations interface with its suppliers and partners.

5. Top right corner for field-mark, customer or partner logotypes. See Best practice for example. Slide title 40 pt Slide subtitle 24 pt Text 24 pt Bullets level 2-5 20 pt EAB-06:037222 Uen Rev PA1Ericsson Internale-tom model2006-08-295 Vertical process groupings  Strategy, Infrastructure and Product processes (“SIP”): Develop strategy; commit to the enterprise; develop and manage products; build infrastructure; develop and manage the Supply Chain. These processes direct and enable the Operations processes.  Operations processes: Enable direct interaction with the customer; support customer operations and management. Fulfilment, Assurance, Billing (“FAB”) are the day-to-day, real-time core of Operations.  Enterprise Management processes: Set and monitor strategic corporate goals and objectives; provide support services required throughout the enterprise. (Generic processes required to run any large business.)

6. Top right corner for field-mark, customer or partner logotypes. See Best practice for example. Slide title 40 pt Slide subtitle 24 pt Text 24 pt Bullets level 2-5 20 pt EAB-06:037222 Uen Rev PA1Ericsson Internale-tom model2006-08-296 Network Management & S.A. & Billing ~ eTOM Customer Handling Process CRM Support & Readiness Billing & Collection Customer QoS/SLA Management Problem Handling Order Handling Service Mgmt & Ops Support & Readiness Service & Rating Service Quality Management Service Problem Management Service Configuration & Activation Resource Mgmt & Ops Support & Readiness Resource Data Collection & Processing Resource Performance Management Resource Trouble Management Resource Provisioning Connection Technology Ops Support & Readiness FulfilmentNM & Service AssuranceRevenue Domain / Element Managers Telecommunication Network Selling

7. Top right corner for field-mark, customer or partner logotypes. See Best practice for example. Slide title 40 pt Slide subtitle 24 pt Text 24 pt Bullets level 2-5 20 pt EAB-06:037222 Uen Rev PA1Ericsson Internale-tom model2006-08-297 FulfillmentAssuranceBilling Operations Support & Readiness Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management Service Provisioning according to eTOM Service Provisioning Configuration & Activation of End-user Services, Resource Allocation

8. Top right corner for field-mark, customer or partner logotypes. See Best practice for example. Slide title 40 pt Slide subtitle 24 pt Text 24 pt Bullets level 2-5 20 pt EAB-06:037222 Uen Rev PA1Ericsson Internale-tom model2006-08-298 Strategy, Infrastructure & Product Service Network It’s about developing a controllable production environment for creating, launching, managing & charging for services beyond voice Service Layer and eTOM Planning, developing & delivering services, including functionalities necessary for defining strategies for service creation & design, managing & assessing performance of existing services & ensuring capabilities are in place to meet future service needs Planning, developing & delivering resources needed to support services & products including functionalities necessary for defining strategies for development of the network & other physical & non-physical resources, introduction of new technologies & interworking with existing ones & ensuring capabilities are in place to meet future service needs

9. Top right corner for field-mark, customer or partner logotypes. See Best practice for example. Slide title 40 pt Slide subtitle 24 pt Text 24 pt Bullets level 2-5 20 pt EAB-06:037222 Uen Rev PA1Ericsson Internale-tom model2006-08-299