is one of the leaders in
the market who implement Etom & ITIL business process frame
work especially for the customer care projects for the
telecom operators : GSM, wi-max and CDMA.
Background to eTOM
eTOM stands for Enhanced Telecom Operations Map. The Enhanced Telecom Operations Mapis an ongoing initiative developed by the TM Forum to deliver a business process framework for the telecommunications industry. The eTOM business process framework was developed to map out the processes involved at a enterprise level. TM Forum's eTOM (Enhanced Telecom Operations Map) serves as a blueprint for how a telecommunications company can integrate these processes in order to successfully compete through the implementation of a business process driven methodology.
The Enhanced Telecom Operations Map (eTOM) starts at the high level process view and then uses a hierarchical structure to breakdown each process according to where they exist within the enterprise. The eTOM business process framework is a tool used for process creation, process analysis, and process improvement.
What is ITIL?
ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business.
ITIL: Overview and Benefits
ITIL advocates that IT services must be aligned to the needs of the business and underpin the core business processes. It provides guidance to organizations on how to use IT as a tool to facilitate business change, transformation and growth.
The ITIL best practices are currently detailed within five core publications which provide a systematic and professional approach to the management of IT services, enabling organizations to deliver appropriate services and continually ensure they are meeting business goals and delivering benefits.
The five core guides map the entire ITIL Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service into operation and finally, on to the monitoring and improvement phase of the service.
Adopting ITIL can offer users a huge range of benefits that include:
improved IT services
improved customer satisfaction through a more professional approach to service delivery
improved use of skills and experience
improved delivery of third party service.