leveraging engaged parties in sip domains of etom framework by using itsm reference model

the telecommunications industry plays an important role in providing ict services to a wide range of customers. in addition to individual customers, corporate customers also are user of these services and have an important role to make return on investment for telecom companies (telcos). therefore, this group of customers should not be ignored by any reason. this is where the telecom companies provide special services that named b2b to these customers. the business process framework etom is proposed as a telecom. framework to standardize and mature b2b processes by a separate section called engaged parties. in this paper, by using the itsm reference model, we aim to improve the b2b processes in the business process framework already named item. hereby, considering the ever-increasing demands and needs of customers (in this paper customers mostly are enterprises and companies), and declaring the power inherent while using customer relationship processes of itsm reference model, we aim to complete b2b processes of the etom framework while focusing on telcos.