The Enhanced Telecom Operations Map (eTOM) is a business process framework developed by the TeleManagement Forum (TM Forum) to standardize and streamline business processes within the telecommunications industry. It provides a common language and structure for defining and categorizing the various operational processes of delivering and managing telecommunications services. [1]

ETOM aims to enable communication service providers (CSPs) to align their operations, improve efficiency, and enhance customer experience by defining clear and standardized processes. It covers various functional areas within a CSP, including service development and management, service assurance, customer relationship management, resource management, and billing and revenue management.

The eTOM framework consists of several hierarchical levels:

  1. Level 0: Business Process Framework: This level provides an overall view of the different process domains within a CSP's operations, such as strategy, infrastructure, product, and customer.
  2. Level 1: Process Areas: Level 1 defines the major process areas, including strategy and planning, product lifecycle management, customer relationship management, service development and management, resource management, and operations support and readiness.
  3. Level 2: Process Groups: Level 2 breaks down the process areas into more specific process groups. For example, within the service development and management process area, there are process groups for service strategy and planning, service design and development, service operations, and service performance management.
  4. Level 3: Processes: Level 3 describes individual processes within each process group. These processes define each process's specific activities, inputs, outputs, and responsibilities.

The eTOM framework is used by CSPs to:

  1. Standardize Operations: eTOM provides a standardized framework for organizing and defining operational processes, promoting consistency and clarity in how processes are documented, understood, and executed across the organization.
  2. Improve Efficiency: By providing a comprehensive view of operational processes, eTOM enables CSPs to identify areas of inefficiency, streamline workflows, and eliminate redundant or unnecessary activities.
  3. Enhance Customer Experience: eTOM helps CSPs optimize customer-facing processes, such as order management, service provisioning, and customer support, to ensure a seamless and satisfying customer experience.
  4. Facilitate Collaboration: The standardized language and structure of eTOM facilitate collaboration and communication between different departments and stakeholders within a CSP, promoting alignment and integration across various operational functions.
  5. Enable Process Improvement: eTOM serves as a baseline for process improvement initiatives, allowing CSPs to identify bottlenecks, measure performance, and implement changes to optimize operational efficiency and effectiveness.

It is important to note that eTOM is a flexible framework that can be customized and adapted to meet the specific needs of each CSP. The framework continues to evolve as new technologies, business models, and industry trends emerge, ensuring its relevance and applicability in the dynamic telecommunications landscape.

Overall, eTOM provides CSPs with a comprehensive framework for organizing, managing, and improving their operational processes, ultimately supporting their goal of delivering high-quality telecommunications services to customers.

See Also


  1. Definition: What Does eTOM Mean? Tech Fa