etom and itil engagements

eTOM and ITIL engagements

Presented by: Ahmed SelimProject Manager,Ericsson Canada

3/9/2017 1

Agenda

1- Introduction

2- Introduction to eTOM

4- Combining eTOM & ITIL

3- Introduction to ITIL

5- Further Information

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Ownership & Background

• Started in 1989 through UK government Cabin Office

• Current version is V3 (2011)

• Strong in Certification

• Linked to ISO 20,000 (people get certified in ITIL, organizations achieve compliance in ISO)

Principles

• Non-profit

• Technology independent

• Tool independent

• Software and Vendor independent

“enhanced Telecom Operations Map” A business process framework:

Standard process structure, terminology and classification scheme Enables consistent end-to-end process flows and re-use Aligns with Frameworx Architecture (eTOM, SID & TAM)

“Information Technology Infrastructure Library” A collection of best practice processes:

Service Based approach to managing TechnologyOffers well defined processes, with language and metricsBuilt on best practice

• Started in 1988

• Current Version is 16.5 as part of Frameworx

• Vendor and Service Provider Driven

Principles

• Global, Not-for-profit Organization

• Fair & safe environment for 900 member companies (vendors & service providers) to collaborate across the Telecoms Value-Chain

• Goal is to improve agility and efficiency in IT & operations

eTOM ITIL

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Agenda

1- Introduction


4- Combining eTOM and ITIL



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What is a ProcessTM Forum Process Definition:

“A Process describes a systematic, sequenced set of functional activities that deliver a specified result.”

“In other words, a Process is a sequence of related activities or tasks required to deliver results or outputs.”

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A business strategy is implemented…

By offering business services…Which are delivered thru business processes

That run data on information…

Managed by systems & applications…

Deployed on a technology network & IT platforms

EA is methodology for the explicit description and documentation of the current and desired relationships among strategy, business processes, information, applications & technology.

Process as part of Enterprise Architecture Helps understand total “as is” picture and to define the “to be”

Process is key to translating business strategy into effective IT and Technology solutions

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TMF Frameworx

TM Forum Frameworx is a group of best practices and standards that when adopted enable a service‐oriented, highly automated and efficient approach to business operations

FrameworxIntegrationFramework

TAM

SID

eTOM The Business Process Framework

The Information Framework

The Application Framework

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eTOM OverviewThe eTOM (enhanced Telecom Operation Map) business process framework represents the whole of a service provider's enterprise environment, it covers all processes and functions of a telecommunications enterprise:At the overall conceptual level, the eTOM framework can be viewed as having three major process areas :• Strategy, Infrastructure and Product (SIP) – Covering planning and lifecycle management (associated with development and delivery).

• Operations – Covering the core of operational management.

• Enterprise management – Covering corporate or business support management.

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eTOM ( the three major “Level 0” process elements, Operations are decomposed into the next level, Level 1)

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eTOM StructureKey Concepts – Functional Layers & Vertical Processes

Market/Sales, Product and Customer

Service

Resource(Application, Computing

and Network)

Supplier/Partner

Strategy &

Com

mit

ILM

Readiness

Fulfillment

Assurance

Billing

PLM

SIPStrategy, Infrastructure

& Product

OPSOPerationS

e.g. Agreeing strategy & commitment.planning, developing &managing products/infrastructure

Day-to-day operations: Handling sales, customercomplaints, network problems, service activation,charging & billing, etc.

FUN

CTI

ON

AL

LAY

ER

S

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eTOM StructureKey Concepts – “SIP” Verticals


Service


and Network)

Supplier/Partner

Enterprise

Strategy &

Com

mit

ILM

Readiness

Fulfillment

Assurance

Billing

PLM

SIP OPSStrategy & Commit

processes are responsible for the generation of strategies in support of the Infrastructure and Product Lifecycle processes and the business commitment to support these strategies. They

provide the focus within the enterprise for generating specific business strategy and gaining

buy-in within the business to implement this strategy.

Infrastructure Lifecycle Management (ILM) Define, plan and implement all necessary infrastructures (application,

computing and network), as well as all other support infrastructures and business capabilities (operations centres,

architectures, etc.). Identify new requirements, new capabilities, and design and develop new or enhanced infrastructure to support products.

Respond to the needs of the Product Lifecycle processes, such as unit cost reductions, product quality improvements, new

products, etc.

Product Lifecycle Management (PLM) Understand the market across

all key functional areas, the business environment, customer requirements and competitive offerings in order

to design and manage products that succeed in their specific markets.

Define, plan and implement all products in the portfolio.Manage products to required profit and loss margins,

customer satisfaction and quality commitments, as well as delivering new products to the market.

Product Development is mainly a project process that develops and delivers new products to customers, as well as new features and enhancements for existing products

and services.

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eTOM StructureKey Concepts – Core “OPS” Verticals: FAB


Service


and Network)

Supplier/Partner

Enterprise

Strategy &

Com

mit

ILM

Readiness

Fulfillment

Assurance

Billing

PLM

SIP OPS

Operations Processes: Fulfillment

Provides customers with their requested products in a timely and

correct manner. Informs the customers of the status of

their purchase order, ensures completion on time, as well as a

delighted customer. Operations Processes:Assurance

is responsible for the execution of proactive and reactive maintenance

activities to ensure that services provided to customers are continuously

available and to SLA or QoS performance levels.

Operations Processes: BillingSupports prepayment for servicesProduces timely and accurate bills

Provides usage information to customersProcesses and collects payments

Handles customer inquiries about bills, provides billing inquiry status and resolves

billing problems to the customer's satisfaction in a timely manner.

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eTOM StructureKey Concepts – “OPS” Vertical OS&R


Service


and Network)

Supplier/Partner

Enterprise

Strategy &

Com

mit

ILM

Readiness

Fulfillment

Assurance

Billing

PLM

SIP OPSOperations Support &

Readiness (OS&R)Support operational readiness in the

“FAB” processesImportant for successful

implementation of Customer Self-Management.

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Fulfillment Assurance BillingOperations Support & Readiness

Service Management & Operations

Supplier/Partner Relationship Management

Customer Relationship Management

Resource Management & Operations

Product LifecycleManagement

Infrastructure LifecycleManagement

Strategy & Commitment

Marketing & Offer Management

Resource Development & Management

Service Development & Management

Supply Chain Development & Management

Market Strategy & Policy

Product & Offer Portfolio Planning

Marketing CapabilityDelivery

Product & OfferCapability Delivery

Sales Development

Product Marketing Communications & Promotion

Product & Offer Development& Retirement

Service Strategy & Planning Service CapabilityDelivery

Service Development & Retirement

Resource Strategy & Planning Resource CapabilityDelivery

Resource Development& Retirement

Supply Chain Strategy & Planning

Supply ChainCapability Delivery

Supply Chain Development & Change Management

Enterprise ManagementStrategic & Enterprise Planning

Strategic & Business Planning

Business Development

Enterprise Architecture Management

Group Enterprise Management

Financial & Asset ManagementFinancial Management

Asset Management

Procurement Management

CRM Support & Readiness

Customer Interface Management

Retention and Loyalty

MarketingFulfillmentResponse

Selling

Order Handling

Problem Handling

Customer QoS/SLAManagement

Billing & Collections Management

Service Mgt & Operations Support & Readiness

Service Configuration & Activation

Service Problem Management

Service QualityManagement

Services & Specific Instance Rating

Resource Mgt & Operations Support & Readiness

Resource Provisioning

Resource Data Collection & Processing

S/P Relationship MgtOperations Support& Readiness

S/P RequisitionManagement

Resource Trouble Management

S/P Problem Reporting & ManagementS/P Performance Management

S/P Settlements & Billing Management

Supplier/Partner Interface Management

Resource Performance Management

OperationsStrategy, Infrastructure & Product

Enterprise Effectiveness Management

Process Management & Support

Enterprise Quality Management

FacilitiesManagement & Support

Program & Project Management

EnterprisePerformance

Assessment

Knowledge & Research ManagementResearchManagement

Technology Scanning

KnowledgeManagement

Stakeholder & External Relations Mgt

Community Relations Management

Shareholder Relations Management

Regulatory Management

Legal Management

Corporate Communications & Image Management

Board & Share/Securities Management

Human Resources ManagementHR Policies & Practices

Workforce Strategy

Workforce Development

Employee & Labour Relations Management

OrganisationDevelopment

Enterprise Risk ManagementBusiness Continuity Management

Security Management

Audit Management

Fraud Management

Insurance Management

eTOM Structure DecompositionBusiness Process Framework Level 2

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Fulfillment Assurance BillingOperations Support & Readiness

Service Management & Operations

Supplier/Partner Relationship Management

Customer Relationship Management

Resource Management & Operations

Product LifecycleManagement

Infrastructure LifecycleManagement

Strategy & Commitment

Marketing & Offer Management

Resource Development & Management

Service Development & Management

Supply Chain Development & Management

Market Strategy & Policy

Product & Offer Portfolio Planning

Marketing CapabilityDelivery

Product & OfferCapability Delivery

Sales Development

Product Marketing Communications & Promotion

Product & Offer Development& Retirement

Service Strategy & Planning Service CapabilityDelivery

Service Development & Retirement

Resource Strategy & Planning Resource CapabilityDelivery

Resource Development& Retirement

Supply Chain Strategy & Planning

Supply ChainCapability Delivery

Supply Chain Development & Change Management

Enterprise ManagementStrategic & Enterprise Planning

Strategic & Business Planning

Business Development

Enterprise Architecture Management

Group Enterprise Management

Financial & Asset ManagementFinancial Management

Asset Management

Procurement Management

CRM Support & Readiness

Customer Interface Management

Retention and Loyalty

MarketingFulfillmentResponse

Selling

Order Handling

Problem Handling

Customer QoS/SLAManagement

Billing & Collections Management

Service Mgt & Operations Support & Readiness

Service Configuration & Activation

Service Problem Management

Service QualityManagement

Services & Specific Instance Rating

Resource Mgt & Operations Support & Readiness

Resource Provisioning

Resource Data Collection & Processing

S/P Relationship MgtOperations Support& Readiness

S/P RequisitionManagement

Resource Trouble Management

S/P Problem Reporting & ManagementS/P Performance Management

S/P Settlements & Billing Management

Supplier/Partner Interface Management

Resource Performance Management

OperationsStrategy, Infrastructure & Product

Enterprise Effectiveness Management

Process Management & Support

Enterprise Quality Management

FacilitiesManagement & Support

Program & Project Management

EnterprisePerformance

Assessment

Knowledge & Research ManagementResearchManagement

Technology Scanning

KnowledgeManagement

Stakeholder & External Relations Mgt

Community Relations Management

Shareholder Relations Management

Regulatory Management

Legal Management

Corporate Communications & Image Management

Board & Share/Securities Management

Human Resources ManagementHR Policies & Practices

Workforce Strategy

Workforce Development

Employee & Labour Relations Management

OrganisationDevelopment

Enterprise Risk ManagementBusiness Continuity Management

Security Management

Audit Management

Fraud Management

Insurance Management

eTOM Level 3 & 4 example

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Practical Approach to eTOM• Some key scenarios where eTOM has been used :

• Greenfield, Immature Organizations:used to define and structure workflows and activities from “scratch” and supports efficient organizational design.

• Mature Organization Transformation:used while revising process during an operator’s radical transformation program to identify process gaps/overlaps and align process automation with system design and integration.

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Agenda


1- Introduction


4- Combining eTOM & ITIL


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What is a ServiceA Service is a mean of delivering value to customers by facilitating outcomes that customers want to achieve without the ownership of specific costs and risks

IT Service Management is the implementation and management of quality IT services that meet the needs of the business

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What is ITIL

ITIL is a widely accepted approach to IT Service Management (ITSM), which has been adopted by individuals and organizations across the world. ITIL provides a cohesive set of best practice, drawn from the public and private sectors internationally to align IT with Business

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IT Service Lifecycle

• All things have a Lifecycle covering the main stages between birth and death (Inception to Retirement)

• The slide shows a potential Lifecycle and the overlays give an idea of where considerations and actions should be:

1. Strategic

2. Tactical

3. Operational

• Improvement should be a component part of everything that we do

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Service Strategy

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Service Design

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Service Transition

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Service Operation

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Continual Service Improvement

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ITIL 26 Processes

• 5 Strategy

• 8 Design

• 7 Transition

• 5 Operation

• 1 CSI

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Agenda

1- Introduction




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Combining the two Frameworks• Note that the bottom line is that there is no real

conflict between ITIL and eTOM. They come fromdifferent perspectives, and are different kinds ofartifact but offer complementary strengths and aremutually supportive.

• eTOM can be viewed as delivering a business-focused view of enterprise-wide needs, expressedthrough a set of process elements that can belinked in process flows to visualize end-endactivities, in a way that is neutral to howdownstream system and implementation concernswill be addressed

• ITIL can be viewed as delivering an IT-focusedview that responds to these business needsthrough a set of IT-oriented “good practices"covering some, but not all, important aspects ofbusiness activity

The ITIL and eTOM viewpoints can be seen almostas orthogonal:• eTOM represents specific business processes

that map directly into an organization

• ITIL represents practices that may be adopted in one or several areas of an enterprise, but must first be mapped into specific processes within the organization3/9/2017 28

When would you combine the two (1)

• ITIL and eTOM do not attempt to address the same set of concerns. Instead, and rather happily, they are complementary and the support each provides is compatible with the other and adds to it. Thus, it is feasible and practical to deliver ITIL “good practice” services using process flows built using eTOM (i.e. the Business Process Framework).

• Here, the eTOM Business Process Framework on the left provides a response to the general industry desire to model business process needs, for Service Providers and also enterprises generally. From this a wide range of business process flows can be specified (bottom left), addressing a range of scenarios and use cases, which could reflect a whole variety of policies and practices. In some cases, these could be designed to be aligned with ITIL, and in others, where some users do not choose to employ ITIL, the flows could be designed differently. The eTOM framework, and its process element structure, is flexible enough to support this.

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When would you combine the two (2)

• All these ITIL Level 2s were introduced starting Release 8.0 of the Business Process Framework.

• There is a fundamental difference between these new ITIL Level 2s and the remainder of the eTOM process elements, and it is central to the mechanism which allows eTOM and ITIL to co-operate.

All the 14 ITIL process elements within Enterprise Management represent “good practices”. ITIL positions itself as a set of Good Practices, and this has a significant impact when applying ITIL within an enterprise. Specific good practices will be applied in various areas of the business, according to the choice of the user concerned. There is therefore a need (sometimes not fully recognized) to map the good practices into the enterprise area concerned.

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Agenda


1- Introduction




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Certification

Level 1: Foundation – entry level, general awareness, key concepts and terminology

Level 2: Intermediate – modular based, area specific, industry recognized

Level 3: Managing across the lifecycle – key lifecycle concepts, managing services, governance and organization, KPI’s

Level 4: ITIL Expert – Superior complete ITIL Knowledge, Senior level

Level 5: ITIL Master – Principal level certification, equivalent to a 3rd level degree

See ITIL official website Certification Linkhttp://www.itil-officialsite.com/Qualifications/ITILQualificationScheme.aspx

Step 1: Attendance at "Business Process Framework (eTOM) Distilled"or "Solution Frameworks Overview" training

Step 2: Passing the "Business Process Framework (eTOM)" certification exam

Step 3: Attendance at "Business Process Framework (eTOM) Implementer's Workshop"training course

Step 4: Passing the "Business Process Framework (eTOM) Implementer's Workshop" certification exam

See TM Forum Training Details Linkhttps://www.tmforum.org/training-certification/course-information-pages-online/business-process-framework-etom-fundamentals-online/

eTOM ITIL

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