Business Process Framework (eTOM)

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 What Is The
Business Process Framework
  Provides a standard process structure, terminology,
and classification scheme
  Offers a foundation for enterprise-wide discipline to
the development of business processes
  Represents the basis for understanding and managing
portfolios of IT applications in terms of business
process
  Enables consistent end-to-end process
flows to be created and enables re-use
  Now an ITU-T Standard – M.3050

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 Business Process Framework (eTOM):
A Key Element of Frameworx

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 Business Process Framework
Strategy, Infrastructure & Product Operations
Strategy & Infrastructure Product Operations Fulfillment Assurance Billing &
Commit Lifecycle Lifecycle Support & Revenue
Management Management Readiness Management
Marketing & Offer Management Customer Relationship Management

Service Development & Management Service Management & Operations

Resource Development & Management Resource Management & Operations

(Application, Computing and Network) (Application, Computing and Network)

Supply Chain Development & Management Supplier/Partner Relationship Management

L1 Process
Element
Enterprise Management
Strategic & Enterprise Enterprise Risk Enterprise Effectiveness Knowledge & Research
Planning Management Management Management

Financial & Asset Stakeholder & External Human Resources

Management Relations Management Management

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 Operations
Operations Support Fulfillment Assurance Billing & Revenue
& Readiness Management
Customer Interface Management
Customer Relationship
Bill Payments & Receivables Mgt.
Management Selling
Customer Bill Invoice Bill Inquiry
CRM Marketing Problem
Order QoS / SLA Management Handling
Support & Fulfillment Handling
Handling Management
Readiness Response Manage Charging
Billing Events
Retention & Loyalty

Service Management &

Service Service Service
SM&O Operations Configuration Problem Quality
Service Guiding
Support & & Mediation
& Activation Management Management
Readiness

Resource Management & Resource Resource

Resource Trouble Performance Resource Mediation
RM&O Operations Provisioning & Reporting
Management Management
Support & Manage
Readiness Workforce Resource Data Collection & Distribution

Supplier/Partner Relationship S/P Requisition S/P Problem S/P S/P Settlements

Management Management Reporting & Performance & Payments
S/PRM
Management Management Management
Support &
Readiness Supplier/Partner Interface Management

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 Strategy, Infrastructure & Product
Strategy & Commit Infrastructure Product
Lifecycle Lifecycle
Management Management
Marketing & Offer Management Product & Offer Product Marketing
Development Communications
Market Product & Offer Marketing Product & Offer & Retirement & Promotion
Strategy & Portfolio Planning Capability Capability Delivery
Policy Delivery Sales Development

Service Development & Management

Service Service Service
Strategy & Capability Development &
Planning Delivery Retirement

Resource Development & Management

Resource Resource Resource
Strategy & Capability Development &
Planning Delivery Retirement

Supply Chain Development & Management Supply Chain

Supply Chain Supply Chain Development
Strategy & Capability & Change
Planning Delivery Management

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 Enterprise
Management

Strategic & Knowledge Enterprise Financial & Enterprise Human Stakehlder &
Enterprise & Research Effectiveness Asset Risk Resources Ext. Relations
Planning Management Management Management Management Management Management
Strategic Process Business Corporate
Knowledge Financial HR Policies
Business Management Continuity Comms &
Management Management & Practices
Planning & Support Management Image Mgt
Enterprise Community
Business Research Asset Security Organization Relations
Quality
Development Management Management Management Development Management
Management
Enterprise Program Shareholder
Technology Procurement Fraud Workforce
Architecture & Project Relations
Scanning Management Management Strategy
Management Management Management
Group Enterprise Audit Workforce
Enterprise Performance Regulatory
Management Development Management
Management Assessment
ITIL Release ITIL Service Facilities ITIL Service Employee
Catalogue Insurance & Labor Legal
& Deploymnt. Management Continuity
Management Management Relations Mgt Management
Management & Support Management
ITIL Service ITIL Revenue Board &
ITIL Change Level Event Assurance Shares/Secur.
Management Management Management Management Management
ITIL
Level 0
ITIL ITIL Service ITIL
Capacity Incident Asset & Confg Problem Level 1
Management Management Management Management
ITIL ITIL Continual ITIL Level 2
Availability ITIL Request Service Info Security
Management Fulfillment Improvement Management
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 Contrasting The Two Frameworks
Strategy, Infrastructure & Product Operations

ITIL Strategy &

Commit
Infrastructure
Lifecycle
Management
Product
Lifecycle
Management
Operations
Support &
Readiness
Fulfillment Assurance Billing

  Bottom-up support-driven
Marketing & Offer Management Customer Relationship Management

perspective Service Development & Management Service Management & Operations

  Represents practices that must be

Resource Development & Management Resource Management & Operations
(Application, Computing and Network) (Application, Computing and Network)

mapped to enterprise processes Supply Chain Development & Management Supplier/Partner Relationship Management

  Needs to link with business Enterprise Management

environment
Strategic & Enterprise Enterprise Risk Enterprise Effectiveness Knowledge & Research
Planning Management Management Management

Financial & Asset Stakeholder & External Human Resources

Management Relations Management Management

Continual Service
Improvement   Top-down business-driven
Service perspective
Design
Service   Represents enterprise processes
Strategy
directly
Service
Operation ITIL   Needs to link with underlying
business support (IT, network, etc)
Co Impr

en e
em vic
nti ov

t
ov l Ser
nu em
al

eTOM
Im inua
Se nt

Service
rvi

pr
nt

Transition
e
ce

Co

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 ITIL and eTOM: Touch Points

Service Service Service Service Continual

Strategy Design Transition Operations Service
Improvement

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 Why Build Bridges?
  The ITIL and eTOM frameworks have developed separately
  Each has value in providing insight and guidance to
enterprises
  They address overlapping communities of users, with a
large common constituency
  Both are employed as common references/ standards by
their users
  Unifying their different perspectives into an integrated view
offers added value to all
  A range of issues have been identified and are being
addressed to support this

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 ITIL Processes Now Embedded in eTOM
  Service Design:
Continual Service
  Service Catalogue Management Improvement

  Service Level Management Service

Design
  Capacity Management Service
Strategy
  Availability Management
  IT Service Continuity Management Service
Operation ITIL
  Information Security Management

Co Impr

en e
em vic
nti ov

t
  Service Transition:

ov l Ser
nu em
al

Im inua
Se nt
Service
Service Asset and Configuration Management

rvi

pr
nt
Transition

e
 

ce

Co
  Change Management
  Release and Deployment Management +
  Service Operation: Continual Service
Improvement
  Event Management
(CSI)
  Incident Management
  Problem Management
  Request Fulfillment
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 “Both itSMF and TM Forum recognize that both
frameworks have strengths and weaknesses and that,
if combined, would have major benefits for all the
industry sectors involved with delivering convergent
services to market. So, we are actively co-operating to
put ITIL and eTOM on a converging course, address
any interworking issues, and ensure that more
integrated support is available to users.”
Keith Aldis ,
Keith Willetts ,
Chief Executive
CEO TM Forum
itSMF
International

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 Enterprise
Management The Link with ITIL
Strategic & Knowledge Enterprise Financial & Enterprise Human Stakehlder &
Enterprise & Research Effectiveness Asset Risk Resources Ext. Relations
Planning Management Management Management Management Management Management
Strategic Process Business Corporate
Knowledge Financial HR Policies
Business Management Continuity Comms &
Management Management & Practices
Planning & Support Management Image Mgt
Enterprise Community
Business Research Asset Security Organization Relations
Quality
Development Management Management Management Development Management
Management
Enterprise Program Shareholder
Technology Procurement Fraud Workforce
Architecture & Project Relations
Scanning Management Management Strategy
Management Management Management
Group Enterprise Audit Workforce
Enterprise Performance Regulatory
Management Development Management
Management Assessment
ITIL Release ITIL Service Facilities ITIL Service Employee
Catalogue Insurance & Labor Legal
& Deploymnt. Management Continuity
Management Management Relations Mgt Management
Management & Support Management
ITIL Service ITIL Revenue Board &
ITIL Change Level Event Assurance Shares/Secur.
Management Management Management Management Management
ITIL
Level 0
ITIL ITIL Service ITIL
Capacity Incident Asset & Confg Problem Level 1
Management Management Management Management
ITIL ITIL Continual ITIL Level 2
Availability ITIL Request Service Info Security
Management Fulfillment Improvement Management
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 ITIL Throughout the Enterprise

Each ITIL element can

influence many other
areas of eTOM
(and thus the enterprise)

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 Example: Some Touch Points for ITIL Change
Management
Strategy, Infrastructure & Product Operations
Strategy & Commit Infrastructure Product Operations Support Fulfillment Assurance Billing & Revenue
Lifecycle Lifecycle & Readiness Management
Management Management
Customer Relationship
Marketing & Offer Management Management

ChM ChM

Service Development & Management Service Management &

Operations ChM
ChM ChM

Resource Development & Management Resource Management &

OperationsChM Resource
ChM Provisioning

Supplier/Partner Relationship
Supply Chain Development & Management
Management
ChM

ITIL Note that this is a partial map, Where ITIL Change Management is
Change employed as a guiding mechanism, then the
Mgmt and the other 13 ITIL processes Resource Provisioning processes operate in
(ChM) can also be mapped like this line with this, so that they are then aligned
with the ITIL approach. The Resource
Provisioning processes work with ITIL
Change Management to allocate, install,
configure, and activate specific resources in
support of IT services. All of these involve
IT changes that must be managed and
coordinated.
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 ITIL and eTOM – Flowing Together

SP Business ICT Good Practice

Conclusion:
Process Needs Needs eTOM and ITIL can offer
complementary value
Customer
Continual Service
Improvement
Strategy, Infrastructure & Product Operations

Strategy &
Commit
Infrastructure Product
Lifecycle Lifecycle
Management Management
Marketing & Offer Management
Operations
Support &
Readiness
Fulfillment

Customer Relationship Management

Assurance Billing
Service
Design Final Result
Service Development & Management Service Management & Operations
Service
Strategy eTOM Business
Resource Development & Management
(Application, Computing and Network)
Resource Management & Operations
(Application, Computing and Network)
Service
Operation ITIL Flows
that Deliver ITIL

Co Impr

en e
Supply Chain Development & Management Supplier/Partner Relationship Management

em vic
nti ov

t
ov l Ser
nu em
Good Practice

al

Im inua
Se nt
Enterprise Management Service

rvi

pr
nt
Strategic & Enterprise Enterprise Risk Enterprise Effectiveness Knowledge & Research
Transition

e
ce

Co
Planning Management Management Management

Financial & Asset

Management
Stakeholder & External
Relations Management
Human Resources
Management Services
eTOM ITIL Good
Process Flows Practices

Filter &
Reconcile

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 Example Detailed Flow: ITIL Change
Management
Emergency
Change
Note: this is
Receive RFC (Record RFC, Filter Request) the process
RFC
received
Capture
Emergency Change
flow for a
Resource particular type
Categorize and Prioritize Capability of change –
Shortfalls
here a
Major Change Minor Change software bugfix
Pass approved Changes to action to CAB Authorize & schedule
CAB for actioning
Gain
Gain Resource
Review impact and Resource Capability change
resources Capability Investment not
Investment Approval approved Inform
Approval (simplified) Initiator
Inform Approve/Reject Change
Initiator change change
not approved change approved approved

Change Change
approved approved
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 Moving to a new level ….
  In the past, the Business Process Framework has been
decomposed and published to Level 3
  Recent work has developed and published a new Level 4 (L4)
view
  The new L4s offer opportunity to:
  Gain insight from ITIL to influence the L4 scope, naming
and content
  Define process flows at a working level of detail using L4s
  Apply direct support for ITIL Good Practice through L4
flows
  Current work is to refine candidate L4s against ITIL, publish
methodology on this, and define L4 process flows
  Catalyst Demo: “Applying Best Practice to Business Process
in the Cloud” is leveraging this L4 work
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 Forward Plans
  Methodology for applying ITIL insight into L4s and L4 flows is
in team review currently
  This is being used to assist with the Catalyst L4 work
  Focus on refining L4s in FAB aimed at next Frameworx
Release (around MW Americas 2011)
  ITIL used to identify new L4 detail, and to influence the
L4 scope, naming and content
  ITIL also provides focus for L4 flows addressing “ITIL
centric” scenarios
  Methodology (as above) released also as User
Guidance
  Further L4 development across the whole Framework
follows on

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 Tool/Models Bringing it all together …
  Business Processes
Strategy, Infrastructure & Product Operations
Strategy & Infrastructure Product Operations Fulfillment Assurance Billing &
Commit Lifecycle Lifecycle Support & Revenue
Management Management Readiness Management

(including ITIL), Applications

Marketing & Offer Management Customer Relationship Management

Service Development & Management Service Management & Operations

Resource Development & Management

(Application, Computing and Network)
Supply Chain Development & Management
Enterprise Management
Strategic & Enterprise
Planning
Resource Management & Operations
(Application, Computing and Network)
and Information hosted in a
Supplier/Partner Relationship Management
common tool environment, as
Enterprise Risk Enterprise Effectiveness Knowledge & Research
the integrated Frameworx
model
Management Management Management

Financial & Asset Stakeholder & External Human Resources

Management Relations Management Management

Market / Sales
Market Strategy & Plan

Market Segment
Marketing Campaign

Competitor
Contact/Lead/Prospect

Sales Statistic Sales Channel

  Linkages defined amongst
the frameworks to capture
Product
Strategic Product
Product Portfolio Plan Product Performance

Product Specification Product Offering Product Usage

dependencies and impacts

Customer
Applied Customer Billing
Customer Customer Order Customer Problem Customer Bill Collection
Rate

Customer Interaction Customer Statistic Customer SLA Customer Bill Customer Bill Inquiry

Service
Service Service Applications Service Performance Service Strategy & Plan

  Graphical and tabular views

Continual Service Service Specification Service Configuration Service Usage Service Trouble Service Test

Improvement Resource
Resource Strategy &
Resource Resource Topology Resource Performance Plan

of specific areas can then be

Resource Specification Resource Configuration Resource Usage Resource Trouble Resource Test

Supplier / Partner
Service Supplier/Partner S/P Interaction S/P Order
S/P Performance S/P Bill
S/P Problem S/P Bill Inquiry
Design
generated, e.g.
S/P Plan S/P Product S/P SLA S/P Statistic S/P Payment

Enterprise Common Business Entities

Service Revenue Assurance
Root Party Business Interaction Usage Project Performance

Strategy Base Types Location Agreement Policy Time

Mapping Customer Self Management

Service Bill Inquiry

ITIL
Handling

Operation
Bill Payments &
Customer Receivables
Management
Co Impr

en e
em vic

Order Handling
nti ov

t
ov l Ser
nu em

Customer Self Customer Selling

al

Management Interface Customer

Im inua
Se nt

Management Interaction
Service
rvi

pr

Problem
nt

Transition
e

Handling
ce

Co

Bill Invoice
Management

Customer
QoS/SLA
Management

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