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 ...

Over the last years the telecommunications industry has shifted from technology driven and incumbent operators to business driven service providers. There is a need for mature, consistent and complete business process models that are able to describe the strategic, planning and operational processes areas of an operator. This need is addressed by the NGOSS program of the TM Forum, which as emer...

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 ...

The purpose of this paper is to suggest an enhanced Process model with customer experience focus and its related documentation structure applicable to many industrial contexts. Since the Business Process Framework, also known as eTOM, is originally a Process Model for Telco industry and now being used broadly in many industries, ISO9001 is a historical and generic standard with customer focus, ...

Due to fast evolution on the services provided by telecommunication companies, the Information Technology (IT) environment has been gaining an increasingly importance inside organizations. It is no more a silent partner, involved only on the daily’s operations, without any influence on the company’s strategy and management. In the recent years, Information Technology Infrastructure Library (ITI...

In this paper, we consider business process management for a certain business process of telecom companies. Generally, business process management is the management of flow of business activities in an effective and efficient way. If companies have effective and efficient business management process, that is a strong weapon for those companies in this fast changing business environments. This p...

With recently accelerated shifting trends from device-oriented to process-oriented service management, large portions of business organizations are now on their way of adopting standards and best-practices such as the eTOM and the ITIL to model and manage their diverse business and operational processes. Although there are various process/workflow definition formalisms to orchestrate these proc...

The integration of IMS networks will enable telecom operators to evolve in a manner transparent to the incessant demand for the multimedia services. However the QoS management mechanisms defined for IMS networks are considered poor in oversight and monitoring real-time services. Moreover the eTOM Framework includes the scenarios of monitoring service delivery that enable real-time tracking serv...

Industry specific reference models, as for instance the SCOR Model (Supply Chain Operations Reference Model) or the eTOM (Enhanced Telecom Operations Map Reference Model) are providing a basis to define and align cross-company business processes between different organizations, providing standardizing criteria for certain business process structures and the corresponding industry. In order to r...