The eTOM Framework

The eTOM Framework

The eTOM is "a business process framework or model that provides the enterprise processes required for a service provider,

In the eTOM, the focus is on the customer, and processes that directly support the customer. In the eTOM framework, the processes that do this are in three main areas called Fulfillment, Assurance, and Billing

This framework is described pictorially, with emphasis on these three areas, as below:

Fulfillment

This process is responsible for providing customers with the products that they have requested, in a timely and accurate manner.

Assurance

In the Assurance area, the enterprise ensures that the maintenance activities are carried out to ensure services provided to customers, keeping in mind the SLA, and QoS standards required.

Billing

Billing concerns itself with the production of timely and accurate bills, for providing pre-bill use information and billing to customers, for processing their payments, and for performing payment collections

http://www.tmforum.org/BusinessProcessFramework/1647/home.html

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Regards
Anish