**3.1 eTOM processes**

The 'Operations' area is the traditional heart of the business or service provider (SP). It includes all processes that support client (and network) operations and management. It includes a combination of processes and actions of customer support, including management, provisioning and relationships with partners (Figure 3). The horizontal and vertical processes groupings constitute a matrix formed by a crossing of several processes from level 2, many being derivatives of TOM, which are connected to customer and support operations (FAB).

Fig. 3. Operation area in eTOM framework.

A more detailed view of the eTOM business process model (ITU-T Recommendation M.3050.3, 2004) shows a grouping of vertical processes called the FAB columns. These processes are necessary to support operations dedicated to customer satisfaction and operator management:


The 'Operations' area is the traditional heart of the business or service provider (SP). It includes all processes that support client (and network) operations and management. It includes a combination of processes and actions of customer support, including management, provisioning and relationships with partners (Figure 3). The horizontal and vertical processes groupings constitute a matrix formed by a crossing of several processes from level 2, many being derivatives of TOM, which are connected to customer and support

A more detailed view of the eTOM business process model (ITU-T Recommendation M.3050.3, 2004) shows a grouping of vertical processes called the FAB columns. These processes are necessary to support operations dedicated to customer satisfaction and


**3.1 eTOM processes** 

operations (FAB).

Fig. 3. Operation area in eTOM framework.

operator management:

trouble or SLA violation, relevant processes are activated to inform the client about service and trouble status, and to attempt restoration or repair.


In addition to the FAB process columns, the Operation area proposes horizontal process groupings:


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 to ensure reliable interaction with other service providers.

eTOM-Conformant IMS Assurance Management 57

The eTOM flows during execution scenarios of SLA-monitored service deliveries describe interactions between business processes as well as the information messages that are exchanged in order to handle both cases: the normal execution and the SLA violation.

The normal execution is a normal state of service delivery without SLA violation and the customer will be billed according to services offered and resources reserved. The operation activates a set of processes and many messages are exchanged between them; the SLA verification requires a mapping between Key Performance Indicators (KPIs) and Key

The SLA verification activates a number of separate processes (Figure 5) which are able to assess QoS according to their positions in the different layers: Customer, Service and

Quality Indicators (KQI) related to service and resource instances.

routers.

**3.3.1 Normal execution** 

Resource.

**3.3 Execution workflows in the eTOM** 

Fig. 5. Active processes in SLA verification.

for service design and product needs; and the **PhysicalResource(**TMF GB926 Release 4 Addendum 5 PR, 2004**)** which represents physical components of the network such as

