**3. eTOM (enhanced Telecom Operations Map) architecture**

The eTOM is a framework proposed by the TeleManagement Forum and provides a standardized telecom-oriented Business Process map covering all functions of an operator, including service integration and supply. The decomposition layers and functional areas (Customer Service, Resource, and Enterprise) allow detailed operation analysis and to develop solutions according to a well-defined environment. The eTOM has been standardized by the ITU-T (TeleManagement Forum GB921 D, 2010).

The eTOM in its operational part has three main areas: Fulfilment, Assurance and Billing. This section will present only processes related to Assurance, and insist on execution scenarios of SLA (Service Level Agreement)-enhanced services.

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The R&O group also has a function that allows collection of information from various sources (e.g. network elements (NE) and/or management systems elements (EMS)), and integrates, correlates and in many cases, summarizes data to be transmitted as information relevant to the service management system. This group also includes processes involved in traditional management of network elements (NEM), because these processes are actually essential elements of any process of resource management. RM&O processes thus manage the network service provider and overall infrastructure

service and trouble status, and to attempt restoration or repair.

interactions between client and enterprise.

service levels and service costs.

is available on services and needs and managers.

to ensure reliable interaction with other service providers.

groupings:

trouble or SLA violation, relevant processes are activated to inform the client about
