The Enhanced Telecom Operations Map (eTOM) is a framework for the business processes of service providers( SP) in telecommunications. Detailed process elements of the individual business processes are introduced into the eTOM model and placed in functional and organizational relationships with each other.
The business processes of the various service providers and of other companies are combined and presented transparently to the user. Therefore, eTOM is not focused on the service providers, but represents a process reference model from which the combinability of the processes of emerges.
The eTOM framework, published by the Telemanagement Forum, is about delivering high quality telecommunications services to enterprises, across multiple service providers, as it happens in practice. There is not one service provider for all telecommunications services, but multiple service providers (SP), Internet service providers( ISP), and also IT companies or utilities that may be involved in the process chain.
The eTOM framework is one of four core frameworks of the New Generation Operations Systems and Software( NGOSS). The structure of the framework shows a bifurcation into a strategic and operational domain. In the vertical the value creation for the user is represented, in the horizontal the processes are assigned. There are different levels of functionality that need to be provided or developed by multiple vendors, and others that are relevant to employees.