Enhanced Telecom Operations Map® \(eTOM\) GB921 V Guide For E TOM And ITIL Practitioners R6 0 V6 1

GB921-V_Guide%20for%20eTOM%20and%20ITIL%20Practitioners_R6-0_V6-1

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Enhanced Telecom Operations Map®
(eTOM)
The Business Process Framework
For The Information and Communications Services Industry
Application Note V:
An Interim View of an Interpreter’s Guide for eTOM and ITIL
Practitioners
Release 6.0
GB921 V
Member Evaluation Version 6.1 November 2005
TeleManagement Forum 2005
Enhanced Telecom Operations Map® (eTOM)
Notice
The TeleManagement Forum (“TM Forum”) has made
every effort to ensure that the contents of this
document are accurate. However, no liability is
accepted for any errors or omissions or for
consequences of any use made of this document.
This document is a draft working document of TM
Forum and is provided to its members solely for formal
comments and evaluation. It is not a Forum Approved
Document and is solely circulated for the purposes of
assisting TM Forum in the preparation of a final
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Members of TM Forum are granted limited copyright
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Table of Contents
NOTICE .......................................................................................................................................................................2
TABLE OF CONTENTS ............................................................................................................................................3
TABLE OF FIGURES AND TABLES ......................................................................................................................5
EXECUTIVE SUMMARY .........................................................................................................................................6
INTRODUCTION .......................................................................................................................................................8
PLAN OF DOCUMENT.............................................................................................................................................9
BACKGROUND TO THIS WORK.........................................................................................................................10
GOALS AND BUSINESS CONTEXT.....................................................................................................................11
THE GOALS OF TMF AND ITSMF .............................................................................................................................11
TMF.....................................................................................................................................................................11
ItSMF...................................................................................................................................................................12
HISTORY AND BUSINESS CONTEXT OF ETOM AND ITIL..........................................................................................13
eTOM...................................................................................................................................................................13
ITIL......................................................................................................................................................................13
APPROACHES AND DISTINCTIONS .............................................................................................................................14
eTOM...................................................................................................................................................................14
ITIL......................................................................................................................................................................14
SERVICE MANAGEMENT IN ITIL .....................................................................................................................16
SERVICE SUPPORT ....................................................................................................................................................16
Service Desk ........................................................................................................................................................17
Incident Management ..........................................................................................................................................17
Problem Management..........................................................................................................................................17
Configuration Management.................................................................................................................................17
Change Management...........................................................................................................................................17
Release Management...........................................................................................................................................18
SERVICE DELIVERY ..................................................................................................................................................19
Service Level Management..................................................................................................................................20
Financial Management for IT Services ...............................................................................................................20
Capacity Management.........................................................................................................................................20
IT Service Continuity Management .....................................................................................................................20
Availability Management.....................................................................................................................................20
APPLICATION MANAGEMENT ...................................................................................................................................20
BUSINESS VIEW OF A COMBINED PROCESS APPROACH .........................................................................22
TERMINOLOGY......................................................................................................................................................23
PROCESS ELEMENT MAPPING..........................................................................................................................24
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COMPARISON OF ITIL PROCESSES WITH ETOM LEVEL 2 PROCESSES .......................................................................29
PROCESS FLOWS ...................................................................................................................................................38
DIAGRAMMING CONVENTIONS .................................................................................................................................39
HANDLING ITIL PROCESS FLOWS .............................................................................................................................40
CHANGE MANAGEMENT...........................................................................................................................................41
Goal.....................................................................................................................................................................41
Change Management as a policy.........................................................................................................................41
Change Management applied to specific situations ............................................................................................42
SCENARIO 1 CHANGE MANAGEMENT (SOFTWARE RELEASE) ...................................................................................42
INCIDENT MANAGEMENT .........................................................................................................................................45
Context.................................................................................................................................................................46
SCENARIO 1: INCIDENT MANAGEMENT (INFRASTRUCTURE FAILURE, INTERNAL ESCALATION)................................46
Pre conditions......................................................................................................................................................47
Post conditions ....................................................................................................................................................47
SCENARIO 2: INCIDENT MANAGEMENT SERVICE REQUEST (STANDARD PRE-APPROVED CHANGES).........................49
Pre conditions......................................................................................................................................................49
Post conditions ....................................................................................................................................................49
NEXT STEPS AND OTHER ISSUES .....................................................................................................................51
FURTHER WORK .......................................................................................................................................................51
STANDARDS FOR IT SERVICE MANAGEMENT (BS15000, AS8018, ISO20000 INTERNATIONAL STANDARD) ..........51
ITSMF......................................................................................................................................................................52
Certification.........................................................................................................................................................52
ITIL in the international context..........................................................................................................................52
ANNEX 1: TERMINOLOGY ..................................................................................................................................53
ETOM AND ITIL TERMINOLOGY..............................................................................................................................53
ANNEX 2: CORRELATION TABLE ETOM / ITIL INCIDENT MANAGEMENT.........................................65
ANNEX 3: A COMBINED ETOM AND ITIL PROCESS APPROACH ............................................................68
CUSTOMER ORIENTED BUSINESS VIEW......................................................................................................................68
ICSP INTERNAL ORIENTED BUSINESS VIEW ..............................................................................................................69
ADMINISTRATIVE APPENDIX............................................................................................................................71
ACKNOWLEDGEMENTS .............................................................................................................................................71
ABOUT THIS DOCUMENT...........................................................................................................................................71
DOCUMENT LIFE CYCLE...........................................................................................................................................71
TIME STAMP .............................................................................................................................................................72
HOW TO OBTAIN A COPY...........................................................................................................................................72
HOW TO COMMENT ON THE DOCUMENT....................................................................................................................72
DOCUMENT HISTORY ...............................................................................................................................................72
Version History....................................................................................................................................................72
Release History....................................................................................................................................................73
SUMMARY OF CHANGES IN THIS VERSION................................................................................................................73
REFERENCES ............................................................................................................................................................74
RELATED OR SOURCE DOCUMENTS ..........................................................................................................................74
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Table of Figures and Tables
Figure 1: ITIL Service Support Diagram (© OGC) ..............................................................................16
Figure 2: ITIL Service Delivery Diagram (© OGC) ..............................................................................19
Figure 3: Relationship between Service & Application Management .............................................. 21
Figure 4: eTOM L2 Operations processes and ITIL processes ........................................................ 25
Figure 5: eTOM L2 Strategy, Infrastructure & Product processes and ITIL processes.................. 26
Figure 6: eTOM L2 Enterprise Management processes and ITIL processes................................... 27
Table 1: Comparison of ITIL processes with eTOM level 2 processes ............................................ 37
Figure 7: Change Management – Software Release (part 1)............................................................. 44
Figure 8: Change Management – Software Release (part 2)............................................................. 45
Figure 9: Incident Management - Infrastructure failure (internal escalation) .................................. 48
Figure 10: Incident Management Service Request (standard pre-approved changes) .................. 50
Figure A3/1: Value of an eTOM-ITIL combined process environment ............................................. 69
Figure A3/2 – Split versus combined process environment............................................................. 70
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Executive Summary
This document stands as an Application Note attached to the "Enhanced Telecom
Operations Map® (eTOM) The Business Process Framework for the Information and
Communications Services Industry", GB921. It addresses how eTOM process
elements and flows can be used to support the processes identified in the IT
Infrastructure Library (ITIL) developed outside of TM Forum. This document
represents a status report of “work in progress” as it is intended to describe further
areas of ITIL along the lines set out here, but at this stage only part of the ITIL space
has been analyzed in this way. It is intended to extend the analysis and
representation to the other ITIL processes for Service Support and Service Delivery.
The work has been done with reference to ITIL v2.
This document is intended to provide users of either eTOM or ITIL with an overview of
how the eTOM and ITIL processes can be related, and information on mapping from
one view to the other. It builds upon the previous TMF document GB921L, extending
analysis to Level 3 of eTOM, with detailed process flows for the ITIL Change
Management and Incident Management processes.
The background to the work is explained and the roles of the industry associations
TMF and itSMF are set out. Then the history and business context of the eTOM and
ITIL are explained, together with a summary of the similarities and differences of the
two approaches. A description of the ITIL approach to Service Management is
included. Differences in terminology between ITIL and eTOM are highlighted.
Diagrams are included to illustrate the mappings between the two frameworks,
addressing Change Management and Incident Management in this release. Detailed
process flows for these are included, showing how eTOM process elements
correspond to the ITIL process.
An approach to the combination of ITIL and eTOM in a business environment is also
presented.
Finally, issues of standardization and certification are noted. Annexes contain detailed
mappings and terminology comparisons.
This document is a replacement to GB921L, a publication of the TMF (Tele
Management Forum) and a supplement to the IT Infrastructure Library, publications of
the itSMF (IT Service Management Forum).
From the TM Forum and eTOM perspective, this document should be read in
conjunction with the main GB921 document, and other Addenda (see GB921 for
ITIL is a registered trade mark of OGC – the UK Office of Government Commerce
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details). The previously-published GB921L (eTOM-ITIL Application Note) provided an
earlier view of eTOM-ITIL interaction and is superseded by GB921V; GB921V
incorporates relevant material from GB921L. GB921V represents the current direction
of thinking on the eTOM-ITIL relationship.
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Introduction
This document is intended to provide users of either eTOM or ITIL (or potential users
for either or both of these) with an overview of how the eTOM and ITIL processes can
be related, and information on mapping from one view to the other.
The document is an interim report from the team, showing work in progress, and is
intended to show the analysis carried out and to invite comments on the approach
taken. Thus, the approach taken to the analysis is general, and the form of the
detailed artifacts for each process is still to be decided.
It should be stated clearly to begin with, that the analysis carried out supports the
understanding that these two perspectives are compatible, and that a common,
integrated view can be derived, so that either an eTOM-based or an ITIL-based
solution can be understood in terms of the other perspective. This analysis is ongoing
and so final results have not been developed in all areas as yet, but the general
direction of the work done gives good grounds for optimism that no serious conflicts
will arise in bringing together the two views.
It is important in looking at this, to recognize that the two areas of work are not
attempting to address exactly the same scope. The eTOM provides a top-down
hierarchical view of business processes across the whole enterprise and does not
itself address how these processes are supported by automated or human action (this
is however addressed in the wider NGOSS program of the TM Forum). The ITIL
processes represent flows in a number of key operational areas, with a strong
orientation towards how these processes will map onto IT support environments.
Thus, the scope of ITIL is on a part of the enterprise business space, while eTOM
looks more widely, but it focuses more directly on how these processes will operate in
practice. Nevertheless, there is a large area of overlap of interest and this document
aims to define this more precisely and indicate how this overlap will work.
Potential audiences for this document therefore include both eTOM and ITIL
practitioners who want some grounding in how their area relates to the other, and also
those actively seeking to manage the mapping between the two perspectives. This
current document will not provide answers in every area and in full detail, but it
provides an umbrella for further work that will progressively illuminate the issues
involved.
It should also be noted that this work considers a generic mapping, and the
implementation for specific service providers may differ in detail, depending on their
particular use of eTOM and ITIL processes. Both eTOM and ITIL are intended as
frameworks, and so will be further developed and specialized for individual
applications. It therefore follows that the contents of this document would then also
require further development and specialization in line with the detail that emerges.
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Plan of document
The document is structured in the following way:
Background to the work and previous work carried out by TMF
and itSMF.
The Goals of the TMF and itSMF, respectively the industry
organizations responsible for the eTOM and promoting best
practice in Service Management.
History and business context of the eTOM and ITIL.
Similarities and differences in approach and scope.
The ITIL approach to Service Management
The Business View of a combined approach, using eTOM and
ITIL
Discussion on terminology differences and similarities (further
information in Annex 1).
Presentation of mappings between the eTOM and ITIL
frameworks (with further information in Annex 2 for Incident
Management). Includes an explanation of how ITIL processes
support eTOM processes.
Flows for key scenarios in ITIL Change Management and
Incident Management, showing how the eTOM process steps
and ITIL process are related.
Introduction to the business benefits of using a combined eTOM
and ITIL approach (see Annex 3).
Next steps, discussing future work, standardization and
certification.
Annex 1: Table of terminology comparisons.
Annex 2: Mapping between eTOM for Incident Management.
Annex 3: the business benefits of using a combined eTOM and
ITIL process approach.
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Background to this work
This document builds on previous work carried out by the TM Forum to provide a very
high-level view of the relationship between eTOM and ITIL. This previous work was
published as Addendum L of the eTOM documentation, as GB921L (eTOM-ITIL
Application Note).
GB921L provided only a first level of mapping detail, and this document develops this
further with mappings for each of the major ITIL processes (in this release, only
Incident Management and Change Management have been addressed). GB921L is
superseded by this document which incorporates relevant material from the earlier
Application Note. Note that ITIL v2 has been used in preparing this document.
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Goals and Business Context
This document builds on previous work carried out by the TM Forum to provide a very
high-level view of the relationship between eTOM and ITIL. This was published as
Addendum L of the eTOM documentation, as GB921L 4.0/4.5. This is available as
part of the eTOM GB921 4.0/4.5 Solution Suite and is downloadable from
www.tmforum.org
GB921L provided only a first level of mapping detail, and this document develops this
further with mappings for each of the major ITIL processes (in this interim release,
only Incident Management and Change Management have been addressed).
The goals of TMF and itSMF
TMF
TeleManagement Forum is an international consortium of communications service
providers and their suppliers. Its mission is to help service providers and network
operators automate their business processes in a cost- and time-effective way.
Specifically, the work of the TM Forum includes:
Establishing operational guidance on the shape of business
processes.
Agreeing on information that needs to flow from one process
activity to another.
Identifying a realistic systems environment to support the
interconnection of operational support systems.
Enabling the development of a market and real products for
integrating and automating telecom operations processes.
The members of TM Forum include service providers, network operators and
suppliers of equipment and software to the communications industry. With that
combination of buyers and suppliers of operational support systems, TM Forum is
able to achieve results in a pragmatic way that leads to product offerings (from
member companies) as well as paper specifications.
TeleManagement Forum supports several kinds of projects, including Process
Automation and Technology Integration projects, as well as Catalyst Projects that
support both Process Automation and Technology Integration projects through real-
product integration.
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The TeleManagement Forum has existed since the late 80s as an industry focus for
OSS/BSS issues, with the aim of encouraging and facilitating easier interoperability
between Service Providers and other enterprises (other SPs, Customers, Suppliers,
Partners, etc), and also of easing integration of OSS/BSS solutions in the ICT arena.
It is a non-profit global consortium, currently of some 400 companies with most of the
major players and many others involved in and applying the work. TMF supports
TeleManagement World, a twice-yearly industry expo and conference event focused
specifically on OSS/BSS, as well as market-oriented analysis that feeds into a
technical work program, a Catalyst Program for Members to collaborate on proof-of-
concept, and increasingly early product, demonstrations, and a comprehensive
website offering a range of resources for the industry. The technical work program is
member led and resourced, delivering specifications and designs across a range of
high-priority areas, and notably includes the Enhanced Telecom Operations Map
(eTOM) as the primary industry Business Process Framework.
ItSMF
The IT Service Management Forum is the only internationally recognized and
independent organization dedicated to IT Service Management. It is a not-for-profit
organization, wholly owned, and principally operated, by its membership.
The itSMF is a major influence on, and contributor to, industry “best practice”
(represented by the IT Infrastructure Library - ITIL) and Standards worldwide
(BS15000, AS8018 and ISO20000 – due in 2005), working in partnership with a wide
range of governmental and standards bodies.
Formed in the UK in 1991, there are now national chapters in an ever-increasing
number of countries. The aims are:
To develop and promote industry best practice in service
management
To engender professionalism within service management
personnel
To provide a vehicle for helping members improve service
performance
To provide members with a relevant forum in which to exchange
information and share experiences with their peers on both sides
of the industry
Approximately 80% of the membership represents organizations striving to implement
and sustain high quality IT Service Management solutions, with the remainder being
organizations providing products and services to assist in those endeavours.
Organisations range from large multi-nationals through small and medium local
enterprises to individual consultants and cover both the public and private sectors.
While, broadly speaking, all chapters offer very similar services, the range and
sophistication does vary according to the size and maturity of the chapter. To find out
more about itSMF and its services go to http://www.itsmf.com/
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History and Business Context of
eTOM and ITIL
eTOM
The eTOM Framework was originally developed in the early 90s based on input from
a range of Service Providers (SPs) to provide the original Business Process Model
that developed into the Telecom Operations Map (TOM). This concentrated on the
real-time operations processes, under the general headings of Fulfillment, Assurance
and Billing. In the late 90s, this was expanded to provide a total enterprise model and
the original “FAB” processes can still be observed as part of this Enhanced Telecom
Operation Map, but the overall scope is now much wider and embraces areas such
as Strategy Infrastructure and Product Lifecycles and the Enterprise Management
processes that can be seen in any company.
The eTOM Framework has evolved through several TMF and then public releases to
its current public, TMF-Approved Release 4.0 (2004). This release has also been
accepted by ITU-t in toto and is now published as part of the ITU-T TMN set of
Recommendations as M.3050 (2004).
Widely used in the industry as the most comprehensive view of SP processes, eTOM
is applied by SPs themselves as a reference and a basis for internal and external
discussion around business needs and interoperability, as well as by Suppliers and
others as a means of understanding and discussing SP behavior and requirements. It
includes a hierarchy of process definitions, offering a structure and Model to
understand and develop areas of process, and a repository of process elements at
various levels of detail that can be combined and applied in specific applications. It
also provides examples of process flows showing how the eTOM Framework can be
used, user guides, and information on relationships with other industry work (such as
ITIL and the ITU-T TMN).
ITIL
The IT Infrastructure Library or ITIL is a public domain ‘standard’ for IT/ICT production
operations and is the most widely accepted approach to IT service management in
the world. It provides a comprehensive and consistent set of best practices for IT
service management, promoting a quality approach to achieving business
effectiveness and efficiency in the use of information systems.
Developed in the UK during the ‘80s and now being evolved by a global community, it
is being adopted worldwide. ITIL took root during the challenge of client server,
distributed, departmental computing and increasing IT operational complexity. It is
now represented and revised by the itSMF, which has branches in about 30
countries. It has been adopted in North and South America, UK and Europe as well
as Africa, India, South East Asia, including Japan, Australia and New Zealand.
However the heartland for adoption remains Europe. While it remains a public
domain standard the copyright is owned the UK Office of Government Commerce.
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ITIL comprises a fairly simple set of logical processes and a standardized vocabulary.
It replaces all other operational methods that may have been introduced into an IT
service delivery environment, giving them a common definition of services. These are
available on CD or books.
The core set of processes is contained in a 6 book set: Service Support, Service
Delivery, ICT, Application, Planning to Implement and Security Management
(ISO17799 aligned). Also, separate publications deal with Business Management and
Software Asset Management aspects. There are about another 25 associated
documents in the complete set. The two most popular publications are Service
Delivery and Service Support.
These methods are size, technology and industry independent and ITIL has been
applied to small IT shops, huge multi-national companies’ IT operations and
government departments. Interestingly it has also been adopted in a few
organizations, such as UK area health organizations and London Underground
transport operations purely for generic service management to the public.
The current release of ITIL is v2 and this has been used in this document.
Approaches and distinctions
eTOM
Business context is a total enterprise model for telcos.
International standard through ITU.
Constitutes the Business View section of NGOSS, TMF’s
initiative on OSS / BSS solutions.
A common language for business processes.
A hierarchy of process definitions.
A repository of process elements at various levels of detail that
can be combined and applied in specific applications.
Provides examples of process flows.
Flow diagrams are used in eTOM to illustrate end to end
processes e.g. Fulfillment.
Technical content now mature, with an increasing emphasis on
guidelines for its application and usage.
ITIL
Business context is IT / ICT Service Management.
Included in various national standards, and slated to be adopted
by ISO in 2005 / 06.
A comprehensive and consistent set of best practices.
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A set of methods for delivering controlled and optimizable
services.
Common language e.g. Incident is used for any event which
causes an interruption or reduction of service.
Aim is to provide high quality services with a particular focus on
Customer relationships.
Is built on agreements where the IT organization should provide
whatever is mutually agreed with Customers.
Service Delivery processes are partially concerned with setting
up agreements and monitoring the targets within these
agreements. On the operational level, the Service Support
processes can be viewed as delivering service as laid down in
these agreements.
Flow charts are used in ITIL1.
Inclusion of closed feedback quality loops for continuous
improvement.
It supports and drives ‘quality’ or repeatability
The underlying philosophy is to know what you are doing, what
you are doing it to, take control and optimize the service. It is for
this reason that it can be applied to many circumstances not just
IT operations.
ITIL applies and maps specifically to eTOM Operations
Assurance and touches Fulfillment and Billing2.
1 While flowcharts are used to illustrate some of the processes in the ITIL documents, ITIL does recognise the need
to develop processes (Annex C to Service Support for example)
2 It also maps to many of the SIP processes. Availability and Capacity Management are mainly concerned with ILM
and PLM
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Service Management in ITIL
The two “core” documents of the ITIL set are the two ITIL Service Management components; Service
Support and Service Delivery. The decomposition of these components into processes and functions is
covered below.
Service Support
The content is adapted from the Service Support and Service Delivery Guidebooks (© OGC).
Figure 1: ITIL Service Support Diagram (© OGC)
Service Support decomposes into the following functions and processes:
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Service Desk
The Service Desk is the only function within ITIL Service Management and provides a single point of
contact between the IT Service Customer/User and all the other processes within the ITIL Service
Management.
Incident Management
The Incident Management process handles service requests (new service requests, change
requests etc) as well as incidents. An incident is any event that affects the required Service
Levels as defined by a relevant SLA. The aim of Incident Management is to return IT Service
delivery to the required Service Levels as quickly as possible while minimising any negative
impact upon business operations.
Problem Management
The Problem Management process is comprised of two aspects; proactive Problem Management
and reactive Problem Management. Proactive Problem Management involves the detecting and
resolving of Problems and Known Errors before they lead to Incidents. Reactive Problem
Management responds to Major Incidents and Problems as they occur, again providing problem
resolution. There are two stages to the Problem Management process; the first, Problem Control
involves investigating and establishing a root cause of a problem and providing a resolution; the
second, Error Control, is the investigation and elimination of Known Errors so that they do not
reoccur. Once the root cause of a problem has been identified and the problem resolved then it
becomes a known Error.
Configuration Management
The Configuration Management process is the underpinning discipline to all the other Service
Management Processes. The aim of the process is to document all the Configuration Items (CIs)
within an organisation and the relationship between them all in the Configuration Management
Database (CMDB). The Configuration Management process is also responsible for keeping the
CMDB up to date. The CMDB is used by the other processes to hold reports, plans, records etc
since these also can be related to CIs.
Change Management
The Change Management process is responsible for the implementation of changes to both IT
Services and Infrastructure. All changes should show a benefit to the business; be it the resolution of a
problem, service improvement or cost reduction. The Change Management process provides a
structured method for the approval and management of all changes. This approach allows the
resources required to implement a change, the business impact of a change (both benefits and
incidents that may arise because of the change).
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Release Management
The Release Management process is an output of the Change Management process since Release
Management is the implementation of any change. The Release Management process is concerned with all
types of IT Service or system change and takes a wider view of a change so that all aspects of a change are
considered. The Release Management process is also responsible for the Definitive Software Library (DSL) and
Definitive Hardware Store (DHS) within the CMDB.
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Service Delivery
The content is adapted from the Service Support and Service Delivery Guidebooks (© OGC).
Figure 2: ITIL Service Delivery Diagram (© OGC)
Service Delivery decomposes into the following main processes:
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Service Level Management
The aim of the Service Level Management process is to ensure that IT Service quality is
maintained and improved. The Service Level Management maintains the relationship between
the Customer and the IT Service Provider (who can be either internal or external to the
Customer’s organisation) through Service Level Agreements (SLAs), Operational Level
Agreements (OLAs) and Underpinning Contracts (UCs).
Financial Management for IT Services
The Financial Management for IT Services process is concerned with the budgeting, accounting and
charging of IT Services. It considers both internal IT Service provision and external third party providers.
Capacity Management
The aim of the Capacity Management process is ensure that the IT Infrastructure can meet
current and future IT Service requirements, and consequently business requirements, can be met
cost effectively. The Capacity Management processes also looks at improving IT Service
Delivery through the introduction of new technology and continuous monitoring and
improvement of the IT Service.
IT Service Continuity Management
The IT Service Continuity Management process is underpins the organisations Business
Continuity requirements and is responsible for ensuring that the required IT Services (including
infrastructure, telecommunications, applications and support) can be restored in the required time
to ensure business continuity.
Availability Management
The aim of the Availability Management process is to ensure that the availability of the IT
Services meet the SLA, and consequently the business requirements through the continuous
monitoring of and improvement to the IT Services. The Availability Management process is also
responsible for the implementation of Security Policy.
Application Management
Application Management overlaps Service Management as shown in the figure below and
divides into two areas:
1. Application development – those activities needed to plan, design and build the application.
2. Service Management – which sub-divides into:
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Service Delivery •
• Service Support
Application Management is split into six processes which are distributed between Application
Development and Service Management as shown below:
Optimise Requirements
Design
BuildDeploy
Operate
Service Management Application Development
Service Support
Service Delivery
Service Management Application Management
Application Management
Figure 3: Relationship between Service & Application Management
An application is the software that is the embodiment of the service being delivered - a service is
however more than just the functionality offered by the application and hence, service
management is only partially included within Application Management.
The Application Management document details the 6 areas of Application Management shown in
the Figure, the functionality that they will typically embody, the interactions they will have with
other Service Management processes and the way in which an organisation should approach
implementing these processes.
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Business View of a combined process approach
It is recognized that companies with involvement in either the eTOM or ITIL
approaches may speculate which framework would be suitable in which
circumstances and the respective business benefits. Similarly, companies with
exposure to both frameworks would wish to know how to integrate the approaches. A
combination of the two approaches can deliver equal or improved business value.
In Annex 3, the business value of constituting a combined business process
environment is discussed. It presents an initial view of the business benefits of using a
combined eTOM and ITIL process approach. A streamlined and integrated business
process environment can result from the combination of the eTOM and ITIL industry
process standards.
The integrated approach, realized by mapping ITIL on to an eTOM enabled process
environment, can deliver a number of business related advantages. These
advantages can be grouped into two main categories:
The Customer oriented business view
The ICSP internal oriented business view
These are further described in Annex 3.
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Terminology
In order to understanding the relationship between eTOM and ITIL it is necessary to
understand the different terms used by each framework. In many cases there are
terms of the same name but with different meanings; for example 'Problem'. There
are several ITIL terms that introduce concepts are not within eTOM; for example the
terms relating to the Incident and Change Management processes. Conversely there
are eTOM terms that can be used to extend ITIL; for example those relating to Supply
Chain Management. Annex 1 consists of a table listing ITIL terms and their eTOM
equivalents (still under development).
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Process element mapping
As a high-level view, it is useful to be able to position the ITIL processes against the eTOM framework. The following
diagrams position the 11 ITIL processes against the eTOM Level 1 process groupings of Operations; Strategy,
Infrastructure & Product; and Enterprise Management.
In Annex 2, further information on the mapping of eTOM Level 2 and 3 processes to the ITIL Incident Management process
is shown with degrees of correlation. The team is currently considering the respective benefits and usefulness of these
mappings and representations.
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Operations
Assurance
Billing
Fu lfilm e nt
Ope rations Support &
Readiness
Customer Relationship Management CRM
Se rvice M a na ge me nt & O pe ra tio ns
Supplier/Partner Relationship Management
Resource Management & Operations
Re tention & Loyalty
Order
Handling
Problem Handling
Customer
Qo S/SLA
Management
Bi ll in g &
Collections
Management
Service
Configuration &
Activation
Service Problem
Management
Se rvice & Specific
Instance Rating
Se rvice Quality
Management
Resource
Provisioning
R esource Data Collection & Processing
S/P Problem
Reporting &
Management
S/P Settlements
& B ill in g
Management
S/P Interface Management
S/P Performance
Management
Resource
Performance
Management
S/P Requisition
Management
Cu stomer Interface Management
CRM - Support &
Re adiness
RM&O Support &
Readiness
S/PRM Support &
Readiness
Selling
Marketing
F ulfillment
Response
Resource Trouble
Management
SM& O Support &
Readiness
FM
SLM
SD
SLM
IM
IM
SLM
IM
IM
SD
FM
SLM
IM
CaM
SLM
RM
ChM
CM
AM
RM
ChM
CM
PM
RM
IM
ChM
CaM
AM
SLM
SLM
RM
ChM
PM
CaM
AM
IM
CaM
RM
ChM
CM
PM
RM
ChM
IM
PM
CaM
AM
CaM
AM
CM
SLM
IM
PM
IM
AM
SLM
IM
SD
Figure 4: eTOM L2 Operations processes and ITIL processes
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©TeleManagement Forum April 2003
Strategy, Infrastructure & Product
Infrastructure Lifecycle
Managem ent
Product Lifecy cle Managem ent
Strategy & Comm it
Service Developm ent & Management
Supply Chain Development & Management
Resource Development & Management
Resource Strategy
& Planning R esource
C a p a bi lity De liv e ry
Supply Chain
Capability Delivery
Supply Chain
Strate gy &
Planning
Supply Chain
Development & Change
Management
Service Development &
Retirement
Service Strategy &
Planning
Service Capability
Delivery
Resource Development
& Retirement
Marketing & Offer Management
Market Strategy &
Policy
Prod uct & O ffer
Portfolio Planning
Prod uct & O ffer
Ca pability
Delivery
Marketing
Capability
Delivery Prod uct & O ffer
Development &
Retirement
Product Marketing
Commu nications &
Promotion
Sales
Development
SLM
CaM RM
ChM
CaM AM SLM
Ca M AM SLM
CaM RM ChM
CaM RM ChM
SLM
SLM RM ChM
Figure 5: eTOM L2 Strategy, Infrastructure & Product processes and ITIL processes
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Enterprise Management
Financial & Asset Management
Sta keholde r & Exte rnal Relations Manage ment
Knowledge & Research Manageme nt Human Resources Manageme nt
Enterprise Effectiveness Management
Ente rprise Risk Management
Strategic & Enterprise Planning
Knowledge
Management
Research
Management
Te c h n ol o gy
Scanning
Financial
Management
Asset
Management
Procurement
Management
Group Enterprise
Management
Business
Continuity
Ma nagement
Security
Management
Fraud
Ma nagement
Audi t Manage ment Insurance
Management
Process
Ma nagement &
Support
Pro gram &
Project
Management
En terpri se
Pe r f ormance
Assessment
Facilities
Management &
Support
HR Policies &
Practices
Organization
Development
Workforce
St r a t e gy
Workforce
Development
Employee &
Labor Relations
Management
Enterprise
Quality
Management
Legal
Management
Regulatory
Management
Shareholder
Relations
Management
Board &
Shares/Securities
Management
Corporate
Communications &
Image Management
Co mmu nity
Relations
Management
Enterprise
Archit ecture
Management
Business
Development
Str ategic Business
Planning
FM
ITSC
AM
CM
CaM AM SLM
CM ITSC
SLM
CaM AM
CaM SLM
Figure 6: eTOM L2 Enterprise Management processes and ITIL processes
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Legend
SD
IM
PM
ChM
RM
CM
SLM
AM
CaM
ITSC
FM
High
correlation
Service Desk
Incident Management
Problem Management
Change Management
Release Management
Configuration Management
Service Level Management IM
Medium
Correlation
IM
Low
Correlation
IM
A
vailability Management
Capacity Management
IT Service Continuity
Management
Financial Management
for IT Services
Service Support Service Delivery
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Comparison of ITIL processes with eTOM level 2 processes
The following table relates the eTOM level 2 processes and the ITIL processes. It also details how ITIL supports customer and
internal IT services.
ITIL Function/Process eTOM Level 2 Process How ITIL supports the management of
customer services
How ITIL supports the management of internal IT
services
Service Desk CRM Support & Readiness
Customer Interface Management
Selling
Order Handling
Retention & Loyalty
S/P Interface Management
Supply Chain Development &
Change Management
• The Service Desk is the only function within
ITIL and acts as the first point of contact for the
Customer/Users and well as their interface to
all the other ITIL processes
• Process Users Service Requests and
Requests for Change (RfCs)
• Update Customer Accounts
• Act as first point of contact for Customers and
Users gather data on Customer/User
perception of Service Quality
• Act as the interface to Suppliers/Partners
handing off Incident Reports, Service
Requests, Rfcs etc
• Monitor usage of the Support Services, provide
appropriate metrics (call logs, incident records, RfCs
raised, Service Requests etc)
• Act as the interface to Suppliers/Partners handing off
Incident Reports, Service Requests, RfCs etc
Incident Management Customer Interface Management
Selling
Order Handling
Problem Handling
Customer QoS/SLA Management
Retention & Loyalty
Service Configuration & Activation
Service Problem Management
Resource Provisioning
Resource Trouble Management
• Incident Management is the key process used
by the Service Desk function in fulfilling its
functional requirements
• Incident Management supports the capture,
processing and monitoring of Service
Requests (Requests for Change (RfCs),
enquires etc) as well as Incidents.
• Incident Management Process Steps:
⇒ Classification and Initial Support
⇒
⇒
⇒
Classification of Problem (Hardware,
Software, Network etc)
Investigation and diagnosis
Resolution and Recovery
• Escalation, either internally or externally and
either functional or hierarchical, of Incident to
Problem Management or other 2nd, 3rd or nth
line support organization
• The goal of Incident Management is to return
the User to normal Servi
ce as quickly as
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ITIL Function/Process eTOM Level 2 Process How ITIL supports the management of
customer services
How ITIL supports the management of internal IT
services
Resource Performance
Management
S/P Support & Readiness
S/P Requisition Management
S/P Problem Reporting &
Management
S/P Interface Management
Supply Chain Development &
Change Management
the User to normal Service as quickly as
possible.
Problem Management SM&O Support & Readiness
Service Problem Management
RM&O Support & Readiness
Resource Trouble Management
S/P Problem Reporting and
Management
S/P Performance Management
Supply Chain Development &
Change Management
• Problem Management supports the analysis of
resource data to look at performance trends
identifying potential incidents/Problems before
they affect Users.
• Problem Management Process Steps:
⇒ Problem identification and recording
⇒
⇒
⇒
Problem Classification
Problem Investigation and diagnosis
RFC and Problem resolution and closure
• Escalation, either internally or externally and
either functional or hierarchical, of Problem to
other 2nd, 3rd or nth line support organisation
Configuration
Management
CRM Readiness & Support
Customer QoS/SLA Management
SM&O Support & Readiness
Service Configuration and
Activation
Service Problem Management
Service Quality Management
• Maintain the Configuration Management
Database (CMDB) so all assets are known and
their relationship between each other
• Configuration Management can be viewed as
the key ITIL process responsible for
maintaining the CMDB which is used by all the
other ITIL processes.
• The Configuration Management Database can be used
to ensure that legal requirements are adhered to; for
example in the UK the Freedom to Information Act and
Data Protection Act
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ITIL Function/Process eTOM Level 2 Process How ITIL supports the management of
customer services
How ITIL supports the management of internal IT
services
RM&O Support & Readiness
Resource Provisioning
Resource Trouble Management
Resource Performance
Management
Resource Data Collection &
Processing
S/P Requisition Management
Product & Offer Capability Delivery
Product & Offer Development &
Retirement
Service Strategy & Planning
Service Capability Delivery
Service Development &
Retirement
Resource Strategy & Planning
Resource Capability Delivery
Resource Development &
Retirement
Supply Chain Strategy &
Management
Supply Chain Development &
Change Management
Group Enterprise Management
Asset Management
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ITIL Function/Process eTOM Level 2 Process How ITIL supports the management of
customer services
How ITIL supports the management of internal IT
services
Regulatory Management
Change Management SM&O Support & Readiness
RM&O Support and Readiness
Resource Provisioning
Resource Trouble Management
Product & Offer Development &
Retirement
Service Development &
Retirement
Resource Development &
Retirement
Supply Chain Development &
Change Management
• Manage the changes that occur and inform the
Configuration Manager of any changes made
• Acceptance of the RfC, Authorisation and
Planning of the Change required for the
Resolution of Services
• A RfC may be raised as the result of a User
request for a new or change in
service/resource or the resolution of a fault in
response to an Incident/Problem
• Filter, approve and manage changes to the current IT
services/infrastructure
• Manage any changes introduced (new or improved
Services); this can be with either an internal IT
Department or External IT Outsourcer/Supplier
Release Management SM&O Support & Readiness
Service Configuration and
Activation
Service Problem Management
RM&O Support & Readiness
Product & Offer Capability Delivery
Product & Offer Development &
Retirement
Service Capability & Delivery
Service Development &
Retirement
Resource Capability Delivery
Resource Development &
Retirement
• Manage the implementation of any Change
• Implementation of any Change required for the
Resolution of Services
• Policy, Planning and Development of changes
to IT Services/ infrastructure
• Policy, Planning and Development of changes to IT
Services/ infrastructure
• Define policy, purchase, test and accept any COTS or
bespoke IT hardware or software
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ITIL Function/Process eTOM Level 2 Process How ITIL supports the management of
customer services
How ITIL supports the management of internal IT
services
Supply Chain Strategy & Planning
Supply Chain Development &
Change Management
Service Level
Management
CRM Readiness & Support
Selling
Customer QoS/SLA Management
Retention & Loyalty
SM&O Support & Readiness
Service Quality Management
RM&O Support & Readiness
Resource Data Collection &
Processing
S/PRM Support & Readiness
S/P Performance Management
S/P Settlements & Billing
Management
Product & Offer Portfolio Planning
Product & Offer Capability Delivery
Product & Offer Development &
Retirement
Service Strategy & Planning
Service Capability Delivery
Service Development &
Retirement
• Monitor and maintain required service levels
• Develop and maintain the Service Catalogue
so the Customer/Users are aware of what IT
Services are available
• Manage relationship between IT Service
Management and the Customer
• Inform the Customer of possible Service
improvements/cost savings
• Monitor and analysis Service performance SLA
or OLA requirements are met
• Monitor, review and report SLA performance
• Ensure that the SLA meets Customer and
User requirements
• (Re)Negotiate with the Customer developing
the Service Level Requirements (SLRs) that
will form the basis of the SLA, OLA or Under
Pinning Contract (this can be with either an
internal IT Department or External IT
Outsourcer)
• Negotiate with the Customer developing the
Service Level Requirements (SLRs) that will
form the basis of the SLA, OLA or Under
Pinning Contract and ensure that they meet
business requirements
• Monitor and maintain required service levels whether the
Service is provided internally to an OLA or externally via
a SLA.
• Manage OLAs or Under Pinning Contracts
• Monitor, review and report SLA. OLA and Under Pinning
Contract performance
• Negotiate with the Customer developing the Service
Level Requirements (SLRs) that will form the basis of
the SLA, OLA or Under Pinning Contract and ensure
that they meet business requirements
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ITIL Function/Process eTOM Level 2 Process How ITIL supports the management of
customer services
How ITIL supports the management of internal IT
services
Resource Strategy & Planning
Resource Capability Delivery
Resource Development &
Retirement
Supply Chain Strategy & Planning
Supply Chain Capability Delivery
Supply Chain Development &
Change Management
Audit Management
Enterprise Performance
Management
Technology Scanning
Capacity Management SM&O Support & Readiness
Service Quality Management
RM&O Support & Readiness
Resource Provisioning
Resource Performance
Management
Resource Data Collection &
Processing
Product & Offer Portfolio Planning
Product & Offer Capability Delivery
Product & Offer Development &
Retirement
Service Strategy & Planning
• Model, monitor and analysis Service/Resource
performance to ensure that capacity is
sufficient to meet Business needs and SLA or
OLA requirements
• Technology watch, introduction of new
technology to offer new, different and improved
Services (Service Quality, Availability,
Capacity, and Continuity)
• Model, monitor and analysis Service/Resource
performance to ensure that capacity is sufficient to meet
Business needs and SLA or OLA requirements
• Ensure that the Service Desk meets the requirements of
the Customer as defined in the SLA or OLA (resourcing
both people and equipment)
• Technology watch, introduction of new technology to
offer new, different and improved Services (Service
Quality, Availability, Capacity, and Continuity)
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ITIL Function/Process eTOM Level 2 Process How ITIL supports the management of
customer services
How ITIL supports the management of internal IT
services
Service Capability Delivery
Service Development &
Retirement
Resource Strategy & Planning
Resource Capability Delivery
Resource Development &
Retirement
Supply Chain Development &
Change Managment
Strategic Business Planning
Enterprise Performance
Management
Availability Management SM&O Support & Readiness
Service Quality Management
RM&O Support & Readiness
Resource Performance
Management
Resource Data Collection &
Processing
Product & Offer Portfolio Planning
Product & Offer Capability Delivery
Product & Offer Development &
Retirement
Service Strategy & Planning
Service Capability Delivery
Service Develo
p
ment &
• Model, monitor and analysis Service/Resource
performance to ensure that capacity is
sufficient to meet Business needs and SLA or
OLA requirements
• Model, monitor and analysis Service/Resource
performance to ensure that capacity is sufficient to meet
Business needs and SLA or OLA requirements
• Responsible for the implementation of the Security
Policy
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ITIL Function/Process eTOM Level 2 Process How ITIL supports the management of
customer services
How ITIL supports the management of internal IT
services
Retirement
Resource Strategy & Planning
Resource Capability Delivery
Resource Development &
Retirement
Supply Chain Development &
Change Management
Security Management
Enterprise Performance
Management
Technology Scanning
IT Service Continuity
Management
Product & Offer Capability Delivery
Product & Offer Development &
Retirement
Service Strategy & Planning
Service Development &
Retirement
Resource Development &
Retirement
Supply Chain Development &
Change Management
Business Continuity Management
Regulatory Management
• Compliance with any legal requirement with regards IT
Service Continuity
• The IT Service Continuity Plan forms part of the
Business Continuity Plan
Financial Management
for IT Services
Billing and Collections
Management
SM&O Support & Readiness
Product & Offer Capability Delivery
• Collect monies for the use of the IT Service as
per the Charging model/SLA or OLA
• Budget, Account (develop Cost Model) and charge
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ITIL Function/Process eTOM Level 2 Process How ITIL supports the management of
customer services
How ITIL supports the management of internal IT
services
Service Strategy & Planning
Service Capability Delivery
Service Development &
Retirement
Resource Strategy & Planning
Resource Capability Delivery
Resource Development &
Retirement
Supply Chain Strategy & Planning
Supply Chain Development &
Change Management
Financial Management
Asset Management
Table 1: Comparison of ITIL processes with eTOM level 2 processes
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Process Flows
This section contains a detailed representation of how eTOM process elements can support key scenarios for applying ITIL.
For each of the ITIL process areas considered (see below), the overall context is described, followed by the descriptions of
the scenarios addressed
Two ITIL areas are addressed in this release of the document:
• Incident Management, which is comparable to eTOM Assurance. For Incident Management, two scenarios are
considered here.
• Change Management, which can arise in a variety of contexts within the enterprise, depending on the choices made
by the enterprise on the applicable scope of ITIL for their business. For Change Management, one scenario is
considered here.
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Diagramming conventions
Graphical Conventions
Ext e rn a l Re su lt
Inte rna l Re sult
Pro c e ss
Swim lane: represents eTOM
“layer”
(i.e. horizontal Level 1)
Ext e rn a l Ev e n t
Inte rna l Eve n t
Brea k (a w a iting inp ut/ re sp o nse)
The diagrams show eTOM process elements overlaid on the ITIL Incident Management process stages e.g. in Incident
Management, Incident Detection and Recording, Classification & Initial Support, etc. These ITIL process stages are depicted
in "swimlanes" with process flow between eTOM processes indicated by arrows. The process flows may be mandatory,
optional or acting continuously. Where an eTOM process is considered to span more than one ITIL process the eTOM
process is stretched in the diagram to cover the swimlanes. For example, in Incident Management, the eTOM process
"Survey & Analyze Resource Trouble" is considered to support the ITIL process steps "Incident Detection & Recording",
"Classification and Initial Support" and "Investigation & Diagnosis".
Note that it may be easy to misinterpret what is being portrayed in these diagrams. In the example above, it should not be
understood that all the process detail in, say, the eTOM Process “Survey & Analyze Resource Trouble" is relevant or
applicable within the identified ITIL process steps. Rather, the correct interpretation is that some of the defined eTOM
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process detail can be used to provide the necessary support for the ITIL requirements. To inspect the necessary eTOM
process detail, users should consult other parts of the eTOM material, outside of this document - in particular, GB921D which
contains process descriptions and other eTOM process detail.
Consideration is currently being given to including some additional outline process detail in a future release of this document,
for both the eTOM and ITIL process areas, to assist users in interpreting which aspects of each are relevant when
considering their relationship, as documented below.
Handling ITIL process flows
In defining how ITIL flows can be supported with eTOM process elements, it is necessary to recognize that ITIL provides a
view of each of the areas it addresses (such as Change Management) with the intention of defining how businesses should
implement these areas in order to achieve good business results. The details of how this affects individual areas of the
business, and the impact on specific process elements within an enterprise-wide process model (such as eTOM represents)
is not explicitly defined, but is left for each business to effect in the way it sees as appropriate.
Since eTOM directly addresses this aspect of how individual process areas are defined and used, this means that the
requirements, or intentions, of the ITIL flows need to be applied in the eTOM model if we are to realize ITIL using eTOM. In
the course of the analysis which has been made on this, it has become clear that this needs to happen at more than one
level.
Initially, the ITIL approach for each process flow can be interpreted as setting a corporate approach or policy for the
business. In eTOM terms, this would typically be captured within the Enterprise Management part of the eTOM Framework,
and can be considered as specializing or customizing the generic eTOM Framework to derive an eTOM model that applies
or implements ITIL. This policy is then carried through to the rest of the business and would give rise to a set of individual
process specializations – which can typically be represented as specific process flows, showing how this policy is used for
different circumstances in different parts of the enterprise.
For example, taking ITIL Change Management, the ITIL guidelines and flow set a policy for handling change within the
enterprise that would be absorbed into Enterprise Effectiveness Management within Enterprise Management. This policy
would then feed through to the rest of the business and could be examined by considering individual scenarios for change,
each addressing a defined area and type of change, which might involve a wide range of process elements depending on
the actual change concerned. In each case, the principles (ie the policy) of ITIL Change Management would apply but would
be implemented using the appropriate process elements for the area of the business that was impacted. As an example, a
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change affecting product strategy and leading to new or modified products being developed and deployed would involve
process elements largely in the upper part of the eTOM Framework, across Marketing & Offer Management and Customer
Relationship Management (with support as needed from underlying process elements elsewhere in SIP and OPS). As
another example, a change for a minor bug fix in an IT equipment resource would involve process elements largely in the
Resource layer of the eTOM Framework, across Resource Development & Management and Resource Management &
Operations (again with support from other process elements as appropriate).
It can be seen that further examples could be identified, each based on an individual change scenario and each involving
some specific eTOM process elements that would differ from case to case, but all following the approach for Change
Management defined by ITIL.
Change Management
This section contains a detailed representation of how eTOM process elements support a scenario in ITIL Change
Management. First the goal of ITIL Change Management is described, followed by a discussion of Change Management
from the points of view of policy and a specific implementation. Then a description of the scenario follows with diagrams.
Goal
The goal of Change Management is to ensure that standardized methods and procedures are used for efficient and prompt
handling of all Changes, in order to minimize the impact of Change-related Incidents upon service quality, and consequently
to improve the day-to-day operations of the organization.
Change Management as a policy
As noted previously, each of the ITIL disciplines or flows can be considered initially to set a policy for the business which is
then applied or implemented throughout the enterprise.
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For Change Management, the ITIL guidelines and flow set a policy for handling change within the enterprise that would be
captured within Enterprise Effectiveness Management within Enterprise Management. The main focus here would be the
Enterprise Quality Management (1.E.3.2) Level 2, supported by the Program & Project Management (1.E.3.3) Level 2.
This policy or approach is then applied in different areas of the eTOM Framework depending on the nature of the specific
change involved. It is therefore necessary to address this as a series of scenarios or Use Cases, each of which provides
insight into how eTOM can effect ITIL Change Management for a particular area of change.
For the case of ITIL Change Management, one scenario is chosen for development, although of course many other
examples could be considered. It is hoped that sufficient insight can be gained from this example, that a general message on
how eTOM can support ITIL can then be drawn.
Change Management applied to specific situations
For the purposes of this analysis, particular eTOM processes have been related to the use of standard Change Management
procedures within the Change life-cycle. The swimlanes in the diagrams below are intended to represent these ITIL Change
Management procedures.
Scenario 1 Change Management (software release)
Scenario 1 concerns (low-level) resource change, specifically concerning IT-oriented resources, say for a new software
release:
Scenario
A Request for Change (RFC) is received by the Change Manager to implement a software release.
Pre-conditions
RFC is initiated requesting a software release with specific requirements
Post-conditions
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Implemented Change or Restored Infrastructure through back-out plan
Process Steps for Change Management, based on ITIL
• RFC received
• Change Manager filters the RFC
• Change Manager determines initial priority based on impact and urgency of required change
• The change is categorized to indicate the type of change (for reporting/tracking)
• The change is categorized to indicate HOW to deal with change (minor, significant, major)
• The change is approved by a change authority
• The change is scheduled (there is some interaction with Release Management here)
• The change is ‘built’
• Testing plans are devised
• A back-out plan is produced to enable the implementation team to revert to known state
• The change is implemented
• If there are problems the change is backed out
• The change is reviewed to ensure that the desired effect has been achieved
• The Change Manager ensures that all documentation has been brought up to date
Diagrams
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Authorize & scheduleChange. Report
action to CAB
Approve or Reject Change
Review impact and resour ces
Pass approved Changes to CAB for actioning
Categorize and Prioritize
Receive RFC (Record RFC, Filter Request)
Legend
Change Managem ent
Re le as e
M a na gem e nt
Con f ig ur a t io n
Ma na ge me nt
eTOM Process
RFC received
Ca pture Resource
Capability Shortfalls
Emergency
Change
Emergency Change
Gai n Resource
Ca pab ility
Investmen t Ap pr ov al
Major Change
Gain Resource
Capability
Investment Approval
Minor Cha nge
(simplified)
Change
approved
change approved
Change
approved
change appro ved
Inform Initiator
change not appro ved
Inform Initiator
change not a ppo rved
Figure 7: Change Management – Software Release (part 1)
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Review Change and Documentation
Coordinate Change Implementation
Coordinate Change Build (including reviewing test results and back out plan)
De sign Resource
Capabili ties
Ena ble Reso urce
Support & Operations
Manage Resource
Ca pability Delivery
Manage Resour
Invent ory
ce
Manage Handover to
Re sou r ce Ope r atio ns
Enable Resource
Prov ision ing
Aw ai t Te st Rel ea se
Test pass ed
Change
approved
Chan ge Clos ed
Awaiting Disrtibution and Installation
Disrtibution and
Installation Completed
Le gend
Chang e M anage me nt Rel ea se
Ma na ge m e nt
Co nf igu r at i on
Ma na gem e nt
eTOM Process
Figure 8: Change Management – Software Release (part 2)
Incident Management
Goal
The goal of Incident Management is to restore normal service operation as quickly as possible with minimum disruption to
the business, thus ensuring that the best achievable levels of availability and service are maintained.
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Context
An Incident is any event which is not part of the standard operation of a service and which causes, or may cause, an
interruption to, or a reduction in the quality of that service. Examples of Incidents are application unavailable, hardware
outage and (service) requests for information or assistance.
Incident Management is concerned with restoring normal service operation as quickly as possible with minimum disruption to
the business, thus ensuring that the best achievable levels of availability and service are maintained.
The Service Desk is responsible for the monitoring of the resolution process of all registered Incidents – in effect the Service
Desk is the owner of all Incidents. To react efficiently and effectively therefore demands a formal method of working that can
be supported by software tools.
The scenarios described below address the Incident Management process in the case of an infrastructure failure and a
service request.
For a failure three sub-cases can be distinguished:
1) 1st line support,
2) Escalation internally, and
3) Third Party.
Often, departments and (specialist) support groups other than the Service Desk are referred to as second- or third-line
support groups, having more specialist skills, time or other resources to solve incidents. The Service Desk is first-line
support. The scenario described here is for the 2nd sub-case, where an Incident cannot be resolved by the Service Desk
and is referred to another support group within the organization. This scenario has aspects similar to eTOM Assurance.
Scenario 1: Incident Management (infrastructure failure, internal
escalation)
An Incident is received by the Service Desk and is transferred to a second-line support group, possibly because more
detailed attention is required or to bring in particular expertise, or because the incident cannot be resolved quickly enough –
this is termed ‘functional escalation’.
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Pre conditions
Details of Incident.
Configuration details.
Post conditions
Updated Incident Record
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Since
re solution an ...
Investigation and Diag nosis
Service Request
Procedure
Incident Ownership, Monitoring,
Tracking and C ommunication
Incident Closure
Resolution and Recovery
Classifica tion an d Initial Suppo rt
Inc iden t D ete c tio n an d R ecord in g
Problem
reported by
customer
Manage Contact Report Problem
Evaluate &
Qualify
Problem
Isolate Problem &
Initiate Resolution
Incident
occured
Survey &
Analyze
Resource
Trouble
Track and
Manage P roblem
Track & Ma nage
Resource Trouble
Diagnose Problem
Localize Resource
Trouble
Report Problem
to S /P
Plan & Assign
Resolution Manage S /P
Problem
Resolution
Co rrect & Re co ver
Res ource Trouble
Close Resource
Tr ouble
Close & Report Close Problem
Incident
closed
Since resolution and
re covery occurs within
the Supplier/Partner's
domain once the
S uppler/Partner has
notified that the
incident has been
resolved that it is
closed out with the
customer.
Believed to be an
op tional flow after
Diagnose Problem
and before Plan &
As sign Resolution.
Figure 9: Incident Management - Infrastructure failure (internal escalation)
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Scenario 2: Incident Management Service Request (standard
pre-approved changes)
An Incident is received by the Service Desk. It is classified as a Service Request for a standard pre-approved change. This
means that the Service Request does not require authorisation or ITIL Change Management and is well-understood,
requiring the implementation of a specified series of steps and procedures. This scenario has aspects similar to eTOM
Fulfilment.
Pre conditions
Details of Incident.
Configuration details.
Post conditions
Updated Incident Record
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Service Request Procedure
Incident Ownership, Monitoring,
Tracking and Communication
Incident Closure
Reso lution an d R ecover y
Investigation and Diagno sis
Classification and Initial Support
Incident Detection and Recording
Manag e Contact Manage Request
(Includi ng Self
Service)
Receive PO and
Issue Orders
Implement &
C onfigure Service
Te st Se rvic e
End-to-End
Activate Service
Allocate Specific
Resources to
Services
Allo ca te & Deliver
Resource
Collect, Update &
Report Resource
C onfiguration Data
Configure &
Activate Resource
Test Resource
Track Order &
Manage Jeopardy
Track & Manage
Work Ord ers
PO (for standard
pre-approved
change) received
Complete Order
Incident closed
Indicates process is continually checked, or pr ovi des updates on progr ess
Indi cates pr ocess flow is optional
Indicates process is continually checked, or pr ovi des updates on progr ess
Indi cates pr ocess flow is optional
Figure 10: Incident Management Service Request (standard pre-approved changes)
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Next steps and other issues
Further work
The eTOM Team has established a method and diagramming technique for the analysis and representation of ITIL
processes, with an application of these to Incident Management and Change Management. It is proposed to extend this
analysis and representation to the other ITIL processes for Service Support and Service Delivery.
Standards for IT Service Management (BS15000, AS8018,
ISO20000 international standard)
The best-practice processes promoted in ITIL both support and are supported by the British Standards Institution’s Standard
for IT Service Management (BS15000). The Australian Standard, AS8018, is based upon BS15000 and has a different
foreword. Notably it is described as a Standard for ICT Service Management, as distinct from an IT Service management
Standard.
The BSI Management Overview (PD0005), BS15000-1 (Specification for service management), BS15000-2 (Code of
practice for service management) and the ITIL series form part of the same logical structure. The BSI Management Overview
serves as a management introduction to the detailed guidance in ITIL, and correspondingly, the individual ITIL books offer
expanded information and guidance on the subjects addressed within BS15000.
The scope of Service Management in BS15000 is categorised into Service Delivery Processes, Release Process, Resolution
Processes, Relationship Processes and Control Processes. Incident Management is within Resolution Processes and,
generally, the ITIL processes are a subset of those in BS15000.
ITIL is slated to be adopted by ISO in 2005 as ISO20000.
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ItSMF
Contact between the TMF and itSMF has taken place on an earlier document relating eTOM and ITIL (TMF GB921L); further
contact is ongoing between the organisations in order to develop the description of the relationship and linkages to the
mutual benefit of both communities.
Certification
A formal certification scheme for BS15000 is now in place; the scheme is owned by the itSMF and operated by independent
auditors. A similar arrangement is in place in Australia. Six companies world-wide were certified to some extent by
September 2004.
ITIL in the international context
Industry analysts such as Gartner speculate that ITIL will be considered or adopted by most companies world-wide by 2006.
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Annex 1: Terminology
eTOM and ITIL terminology
When mapping between eTOM and ITIL it is important to understand the meanings of the different terms that are used in
each framework. This table sets out some of the ITIL terms and their definitions and aims to provide equivalent eTOM terms
(taken from TM Forum document TMF044 version 2). Many of the ITIL terms have no eTOM equivalence and are included
for completeness.
ITIL Term Definition eTOM
Equivalent
Term
Definition Comment
Alert Warning that an incident has occurred. Alarm An alerting indication of a condition that may
have immediate or potential negative impact on
the state of service resources, e.g. network
element, application, system, etc.
Asset Component of a business process.
Assets can include people,
accommodation, computer systems,
networks, paper records, fax
machines, etc.
Resource Resources represent physical and non-physical
components used to construct Services. They
are drawn from the Application, Computing and
Network domains, and include, for example,
Network Elements, software, IT systems, and
technology components.
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ITIL Term Definition eTOM
Equivalent
Term
Definition Comment
Availability Ability of a component or service to
perform its required function at a
stated instant or over a stated period of
time. It is usually expressed as the
availability ratio, i.e., the proportion of
time that the service is actually
available for use by the customers
within the agreed service hours.
Availability
performance
Service
Availability
The ability of an item to be in the state to
perform a required function at a given instant of
time or at any instant of time within a given time
interval, assuming that the external resources, if
required, are provided. Note that this ability
depends on the combined aspects of the
reliability performance, the maintainability
performance and the maintenance support
performance of an item. In the definition of the
item, the external resources required must be
delineated. The term availability is used as an
availability performance
A measure of the fraction of time during a
defined period when the service provided is
deemed to be better than a defined QoS
threshold. SA is measured in the context of a
SLA between the Customer and the Service
Provider concerned. It is expressed as a
percentage (SA%) to indicate the time during
which the contracted service (e.g. SVCs, PVCs,
end-to-end circuits including protocols,
applications, etc.) at the respective SAPs is
operational. Operational means that the
Customer has the ability to use the service as
specified in the SLA (TMF 701 modified).
Within ITIL the concept of Availability covers
both eTOM terms.
Baseline A snapshot or a position which is
recorded. Although the position may
be updated later, the baseline remains
unchanged and available as a
reference of the original state and as a
comparison against the current
position (PRINCE2).
(awaiting further
analysis)
Before a Service/Resource can be configured to
deliver a new or improve a
Product/Service/Resource the current status of
the Services/Resources must be understood
Baselining Process by which the quality and cost-
effectiveness of a service is assessed,
usually in advance of a change to the
service. Baselining usually includes
comparison of the service before and
after the change or analysis of trend
information. The term benchmarking is
usually used if the comparison is made
against other enterprises.
(awaiting further
analysis)
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ITIL Term Definition eTOM
Equivalent
Term
Definition Comment
Business
Process
A group of business activities
undertaken by an organisation in
pursuit of a common goal. Typical
business processes include receiving
orders, marketing services, selling
products, delivering services,
distributing products, invoicing for
services, accounting for money
received. A business process usually
depends upon several business
functions for support, e.g., IT,
personnel, and accommodation. A
business process rarely operates in
isolation, i.e., other business
processes will depend on it and it will
depend on other processes.
Business
Process Activities that a business can
engage in (and for which it
would generally want one or
more partners). A Business
Process is formally recorded in
XML form conforming to the
Business Process
Specification Schema but may
also be modeled in UML.
Category Classification of a group of
Configuration Items, change
documents or problems.
(awaiting further
analysis)
The eTOM does not have the concept of the
CMDB in ITIL. In order to understand the
relationship between Configuration Items held
within the CMDB, the Configuration Items are
assigned to Categories (ie Router, Switch,
Service)
Change The addition, modification or removal
of approved, supported or baselined
hardware, network, software,
application, environment, system,
desktop build or associated
documentation.
(awaiting further
analysis)
ITIL provides a ridged framework within which
Change is controlled.
Change
Authority
A group that is given the authority to
approve change, e.g., by the Project
Board. Sometimes referred to as the
Configuration Board.
(awaiting further
analysis)
Change Control The procedure to ensure that all
changes are controlled, including the
submission, analysis, decision-making,
approval, implementation and post-
implementation of the change.
(awaiting further
analysis)
Change
Document
Request for Change, change control
form, change order, change record.
(awaiting further
analysis)
Change History Auditable information that records, for
example, what was done, when it was
done, by whom and why.
(awaiting further
analysis)
Charging The process of establishing charges in
respect of business units, and raising
the relevant invoices for recovery from
customers.
(awaiting further
analysis)
Essential the billing engine/charging mechanism
by which Customers are charged for Services.
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ITIL Term Definition eTOM
Equivalent
Term
Definition Comment
Classification
(Configuration
Management)
Process of formally grouping
Configuration Items by type, e.g.,
software, hardware, documentation,
environment, application.
(awaiting further
analysis)
Classification
(Change
Management)
Process of formally identifying changes
by type e.g., project scope change
request, validation change request,
infrastructure change request.
(awaiting further
analysis)
Classification
(Problem
Management)
Process of formally identifying
incidents, problems and known errors
by origin, symptoms and cause.
(awaiting further
analysis)
Closure When the customer is satisfied that an
incident has been resolved.
(awaiting further
analysis)
Configuration
Baseline
Configuration of a product or system
established at a specific point in time,
which captures both the structure and
details of the product or system, and
enables that product or system to be
rebuilt at a later date.
(awaiting further
analysis)
Configuration
Control
Activities comprising the control of
changes to Configuration Items after
formally establishing its configuration
documents. It includes the evaluation,
coordination, approval or rejection of
changes. The implementation of
changes includes changes, deviations
and waivers that impact on the
configuration.
(awaiting further
analysis)
Configuration
Documentation
Documents that define requirements,
system design, build, production, and
verification for a Configuration Item.
(awaiting further
analysis)
Configuration
Identification
Activities that determine the product
structure, the selection of
Configuration Items, and the
documentation of the Configuration
Item’s physical and functional
characteristics including interfaces and
subsequent changes. It includes the
allocation of identification characters or
numbers to the Configuration Items
and their documents. It also includes
the unique numbering of Configuration
control forms associated with changes
and problems.
(awaiting further
analysis)
System/Network auditing
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ITIL Term Definition eTOM
Equivalent
Term
Definition Comment
Configuration
Item (CI)
Component of an infrastructure – or an
item, such as a Request for Change,
associated with an infrastructure –
which is (or is to be) under the control
of Configuration Management. CIs
may vary widely in complexity, size
and type – from an entire system
(including all hardware, software and
documentation) to a single module or a
minor hardware component.
(awaiting further
analysis)
Configuration
Management
Database
(CMDB)
A database which contains all relevant
details of each CI and details of the
important relationships between CIs.
(awaiting further
analysis)
Configuration
Structure
A hierarchy of all the CIs that comprise
a configuration.
(awaiting further
analysis)
Contingency
Planning
Planning to address unwanted
occurrences that may happen at a later
time. Traditionally, the term has been
used to refer to planning for the
recovery of IT systems rather than
entire business processes.
(awaiting further
analysis)
Continuous
Service
Improvement
Programme
An ongoing formal programme
undertaken within an organisation to
identify and introduce measurable
improvements within a specified work
area or work process.
(awaiting further
analysis)
Would be part of the SIP processes for example
PLM
Customer Recipient of the service; usually the
customer management has
responsibility for the cost of the
service, either directly through
charging or indirectly in terms of
demonstrable business need.
Customer The term Customer refers to companies or
organizations that buys products and services
from the Enterprise or receives free offers or
services. A Customer may be a person or a
business.
The Customer is the ultimate buyer of a network
service, but the end user may or may not be the
one who pays for the service.
Differential
Charging
Charging business customers different
rates for the same work, typically to
dampen demand or to generate
revenue for spare capacity. This can
also be used to encourage off-peak or
night-time running.
(awaiting further
analysis)
Downtime Total period that a service or
component is not operational, within
agreed service times.
(awaiting further
analysis)
End User See ‘user’. (awaiting further
analysis)
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ITIL Term Definition eTOM
Equivalent
Term
Definition Comment
First-Line
Support
Service Desk call logging and
resolution (on agreed areas, for
example, MS Word).
(awaiting further
analysis)
Function The actions of intended purpose of a
person, team or thing in a specific role.
Service Management functions may be
considered as high-level business
activities, often with a broad scope and
associated with a particular job,
consisting of a collection of lower level
activities. The characteristics of a
function are that it is continuous and
represents a defining aspect of the
business enterprise. It is usually
associated with more then one process
and contributes to the execution of
those processes. Rarely do (or should)
functions mirror the organisational
structure
(awaiting further
analysis)
ICT The convergence of Information
Technology, Telecommunications and
Data Networking Technologies into a
single technology.
(awaiting further
analysis)
Impact Measure of the business criticality of
an incident. Often equal to the extent
to which an incident leads to distortion
of agreed or expected Service Levels.
(awaiting further
analysis)
Impact Analysis The identification of critical business
processes, and the potential damage
or loss that may be caused to the
organisation resulting from a disruption
to those processes.
(awaiting further
analysis)
Incident Any event which is not part of the
standard operation of a service and
which causes, or may cause, an
interruption to, or a reduction in, the
quality of that service.
Fault
The inability of an item to perform a required
function, excluding that inability due to
preventive maintenance, lack of external
resources or planned actions. Note that a fault is
often the result of a failure of the item itself, but
may exist without prior failure.
Incident Control The process of identifying, recording,
classifying and progressing incidents
until affected services return to normal
operation.
(awaiting further
analysis)
Information
Systems (Is)
The means of delivering information
from one person to another; ICT is the
technical apparatus for doing so.
(awaiting further
analysis)
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ITIL Term Definition eTOM
Equivalent
Term
Definition Comment
IT Service A described set of facilities, IT and
non-IT, supported by the IT Service
Provider that fulfils one or more needs
of the customer and that is perceived
by the customer as a coherent whole.
(awaiting further
analysis)
IT Service
Provider
The role of IT Service Provider is
performed by any organisational units,
whether internal or external, that
deliver and support IT services to a
customer.
(awaiting further
analysis)
Key Business
Drivers
The attributes of a business function
that drive the behaviour and
implementation of that business
function in order to achieve the
strategic business goals of the
company.
(awaiting further
analysis)
Key
Performance
Indicator
A measurable quantity against which
specific Performance Criteria can be
set when drawing up the SLA.
(awaiting further
analysis)
Key Success
Indicator
A measurement of success or maturity
of a project or process.
(awaiting further
analysis)
Knowledge
Management
Discipline within an organisation that
ensures that the intellectual
capabilities of an organisation are
shared, maintained and
institutionalised.
(awaiting further
analysis)
Known Error An incident or problem for which the
root cause is known and for which a
temporary Work-around or a
permanent alternative has been
identified. If a business case exists, an
RFC will be raised, but, in any event, it
remains a known error unless it is
permanently fixed by a change.
(awaiting further
analysis)
Metric Measurable element of a service
process or function.
(awaiting further
analysis)
Operational
Level
Agreement
(OLA)
An internal agreement covering the
delivery of services which support the
IT organisation in their delivery of
services.
(awaiting further
analysis)
Operations
All activities and measures to enable
and/or maintain the intended use of the
ICT infrastructure.
(awaiting further
analysis)
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ITIL Term Definition eTOM
Equivalent
Term
Definition Comment
Outsourcing The process by which functions
performed by the organisation are
contracted out for operation, on the
organisation’s behalf, by third parties.
Outsourcing Outsourcing is when an enterprise contracts out
one or more of its internal processes and/or
functions out to an outside company.
Outsourcing moves enterprise resources to an
outside enterprise and keeping a retained
capability to manage the relationship with the
outsourced processes.
Performance
Criteria
The expected levels of achievement
which are set within the SLA against
specific Key Performance Indicators.
(awaiting further
analysis)
Priority Sequence in which an incident or
problem needs to be resolved, based
on impact and urgency.
(awaiting further
analysis)
Problem Unknown underlying cause of one or
more incidents.
Fault
Trouble
Failure
The inability of an item to perform a required
function, excluding that inability due to
preventive maintenance, lack of external
resources or planned actions. Note that a fault is
often the result of a failure of the item itself, but
may exist without prior failure.
The perception of a fault or degradation that is
judged to require maintenance.
The termination of the ability of an item to
perform a required function. Note that after a
failure the item has a fault
Process A connected series of actions,
activities, changes, etc., performed by
agents with the intent of satisfying a
purpose or achieving a goal.
Process A Process describes a systematic, sequenced
set of functional activities that deliver a specified
result. In other words, a Process is a sequence
of related activities or tasks required to deliver
results or outputs.
Process Control The process of planning and
regulating, with the objective of
performing the process in an effective
and efficient way.
(awaiting further
analysis)
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ITIL Term Definition eTOM
Equivalent
Term
Definition Comment
Quality Of
Service
An agreed or contracted level of
service between a service customer
and a Service Provider.
(awaiting further
analysis)
The collective effect of service performances
which determine the degree of satisfaction of a
user of the service. Note that the quality of
service is characterized by the combined
aspects of service support performance, service
operability performance, service integrity and
other factors specific to each service.
The collective effect of service
performance, which determines the
degree of satisfaction of a user of
the service.
Request For
Change (RFC)
Form, or screen, used to record details
of a request for a change to any CI
within an infrastructure or to
procedures and items associated with
the infrastructure.
(awaiting further
analysis)
Resolution Action which will resolve an incident.
This may be a Work-around.
(awaiting further
analysis)
Resources The IT services section needs to
provide the customers with the
required services. The resources are
typically computer and related
equipment, software, facilities or
organisational (people).
(awaiting further
analysis)
Risk Reduction
Measure
Measures taken to reduce the
likelihood or consequences of a
business disruption occurring (as
opposed to planning to recover after a
disruption).
(awaiting further
analysis)
Second-Line
Support
Where the fault cannot be resolved by
first-line support or requires time to be
resolved or local attendance.
(awaiting further
analysis)
Service One or more IT systems which enable
a business process.
Service Services are developed by a Service Provider for
sale within Products. The same service may be
included in multiple products, packaged
differently, with different pricing, etc.
A telecommunication service is a set of
independent functions that are an integral part of
one or more business processes. This functional
set consists of the hardware and software
components as well as the underlying
communications medium. The Customer sees all
of these components as an amalgamated unit.
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ITIL Term Definition eTOM
Equivalent
Term
Definition Comment
Service
Achievement
The actual Service Levels delivered by
the IT organisation to a customer
within a defined life span.
(awaiting further
analysis)
Service
Catalogue
Written statement of IT services,
default levels and options.
(awaiting further
analysis)
Product Catalogure?
Service Desk The single point of contact within the IT
organisation for users of IT services.
Customer
Contact Point
A physical or conceptual point at which a Service
Provider can interact with any Customer of the
offered service for the purpose of maintaining
communication services
Service Level The expression of an aspect of a
service in definitive and quantifiable
terms.
(awaiting further
analysis)
Service Level
Agreement
(SLA)
Written agreement between a Service
Provider and the customer(s) that
documents agreed Service Levels for a
service.
(awaiting further
analysis)
A formal negotiated agreement between two
parties, sometimes called a Service Level
Guarantee. It is a contract (or part of one) that
exists between the Service Provider and the
Customer, designed to create a common
understanding about services, priorities,
responsibilities, etc.
Service
Management
Management of Services to meet the
customer’s requirements.
(awaiting further
analysis)
Service
Provider
Third-party organisation supplying
services or products to customers.
Information and
Communications
Service Provider
(ICSP)
A company or organization that provides
telecommunication services as a business. SPs
may operate networks, or they may simply
integrate the services of other providers in order
to deliver a total service to their Customers.
Providing a telecommunication service to any
one end Customer may involve multiple SPs,
where one provider may “sub-contract” with
other providers to fulfil the Customer’s needs.
The term Service Provider is now being used
generically and may include Telecom Service
Providers (TSPs), Internet Service Providers
(ISPs), Application Service Providers (ASPs)
and other organizations that provide services,
e.g. internal IT organizations that need or have
SLA capabilities or requirements.
Service
Request
Every incident not being a failure in the
IT Infrastructure.
Purchase Order
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ITIL Term Definition eTOM
Equivalent
Term
Definition Comment
Services The deliverables of the IT services
organisation as perceived by the
customers; the services do not consist
merely of making computer resources
available for customers to use.
(awaiting further
analysis)
Services are developed by a Service Provider for
sale within Products. The same service may be
included in multiple products, packaged
differently, with different pricing, etc.
A telecommunication service is a set of
independent functions that are an integral part of
one or more business processes. This functional
set consists of the hardware and software
components as well as the underlying
communications medium. The Customer sees all
of these components as an amalgamated unit.
System An integrated composite that consists
of one or more of the processes,
hardware, software, facilities and
people, that provides a capability to
satisfy a stated need or objective.
(awaiting further
analysis)
Third-Line
Support
Where specialists’ skills (e.g.,
development/engineer) or contracted
third-party support is required.
(awaiting further
analysis)
Third-Party
Supplier
An enterprise or group, external to the
customer’s enterprise, which provides
services and/or products to that
customer’s enterprise.
Third-Party
Supplier
The Third Party Service Provider provides
services to the Enterprise for integration or
bundling as an offer from the enterprise to the
Customer. Third party service providers are part
of an enterprise’s seamless offer. In contrast, a
complementary service provider is visible in the
offer to the enterprise’s customer, including
having customer interaction.
Urgency Measure of the business criticality of
an incident or problem based on the
impact and the business needs of the
customer.
(awaiting further
analysis)
User The person who uses the service on a
day-to-day basis.
End User The End User is the actual user of the Products
or Services offered by the Enterprise. The end
user consumes the product or service. See also
Subscriber.
Work-Around Method of avoiding an incident or
problem, either from a temporary fix or
from a technique that means the
customer is not reliant on a particular
aspect of the service that is known to
have a problem.
(awaiting further
analysis)
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ITIL Term Definition eTOM
Equivalent
Term
Definition Comment
Workloads In the context of Capacity
Management Modelling, a set of
forecasts which detail the estimated
resource usage over an agreed
planning horizon. Workloads generally
represent discrete business
applications and can be further
subdivided into types of work
(interactive, timesharing, batch).
(awaiting further
analysis)
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Annex 2: Correlation Table eTOM / ITIL Incident Management
Strong correlation Medium correlation Low correlation
Incident Management
Supply Chain Development & Management (SCD&M Processes)
Supply Chain Capability Delivery (SCD&M - ILM)
Manage the Tender Process (SCD&M – ILM)
Customer Relationship Management CRM Processes
Customer Interface Management (CRM –FAB)
Selling (CRM - F)
Order Handling (CRM - F)
Receive PO and Issue Orders
Track Order & Manage Jeopardy
Complete Order
Problem Handling (CRM - A)
Isolate Problem & Initiate Resolution
Report Problem
Track and Manage Problem
Close Problem
Customer QoS/SLA Management (CRM – A
Retention & Loyalty (CRM - FAB)
Service Management & Operations Processes (SM&O)
Service Configuration & Activation (SM&O - F)
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Track & Manage Work Orders
Service Problem Management (SM&O - A)
Evaluate & Qualify Problem
Diagnose Problem
Plan & Assign Resolution
Track & Manage Resolution
Close & Report
Resource Management & Operations (RM&O) Processes
Resource Provisioning (RM&O - F)
Configure & Activate Resource (RM&O – F)
Resource Trouble Management (RM&O - A)
Survey & Analyze Resource Trouble (RM&O – A)
Localize Resource Trouble (RM&O – A)
Correct & Recover Resource Trouble (RM&O – A)
Track & Manage Resource Trouble (RM&O – A)
Close Resource Trouble (RM&O – A)
Resource Performance Management (RM&O - A)
Supplier/Partner Relationship Management (S/PRM) Processes
S/PRM Operations Support & Readiness (S/PRM - OSR)
Support S/P Performance Management
S/P Requisition Management (S/PRM - F)
S/P Problem Reporting & Management (S/PRM - A)
Report Problem to S/P
Receive & Notify Problem from S/P
Manage S/P Problem Resolution
S/P Interface Management (S/PRM - FAB)
Manage S/P Requests (Including Self Service)
Analyze & Report S/P Interactions
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Annex 3: A combined eTOM and ITIL process
approach
Customer oriented business
view
A combined eTOM-ITIL approach represents an opportunity to ICSP’s and
more specifically for their service delivery workforce to learn about a
process standard being used by their enterprise customers in their
strategic business environment. The business value this could deliver can
be articulated as follows:
Focused customer communication: Using the same process jargon as
being used by enterprises to communicate details around service delivery
in an IT environment will facilitate and improve the communication
between ICSP’s and their respective enterprise customers.
Improved service offering: Being able to communicate on the same
wavelength with their respective enterprise customers will allow ICSP’s to
extend their comprehension on service requirements hereby being able to
customize services to particular business requirements.
Customer satisfaction: Speaking the same business process language
and being able to deliver services that are addressing the customer
requirements will improve customer satisfaction.
The high level layout of an eTOM-ITIL combined process environment and
the interaction between the two is shown in Figure A3/1 below.
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Enhanced Telecom Operations Map® (eTOM)
Figure A3/1: Value of an eTOM-ITIL combined process environment
The interaction between the ICSP and enterprise customer will be partially
based on ITIL while the actual service delivery process is eTOM framed.
The service operations activities will be based upon the eTOM framework
where ITIL could deliver components to constitute the actual end to end
eTOM process.
The enterprise company will be able to continue to use ITIL has the
business process framework supporting the ICT department in the internal
delivery of services. It will be the mapped approach of eTOM-ITIL at the
ICSP level that will assure customer communication transparency.
ICSP internal oriented
business view
A combined eTOM-ITIL business process framework gives an opportunity
to service providers to use the best of both worlds to strengthen and/or
constitute a strategic business process environment. This by using:
eTOM’s business perspective and wide scope
ITIL’s details and process best practice definitions
Both process framework are complementary to each other and can deliver
incremental value to the process standardization efforts.
A combined eTOM-ITIL approach will streamline and consolidated
separate process environments hereby creating an opportunity to identify
redundant areas and opportunities for process improvement. In summary
the benefits could be articulated as follows:
OPEX optimization: Redundant functions could be consolidated and
integrated hereby reducing the cost of process operations.
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Clarity on process strategy: A clear strategy on business process
frameworks will minimize and even avoid disputes between departments
and process verticals.
Process environment complexity reduction: An integration of two process
environments into one horizontal process layout will remove vertical
process boundaries and eliminate the need of unnecessary interactions
with dispersed process building blocks being part of a split process
environment. Also the re-usability of standard process building blocks will
reduce the necessity to develop add-hock process building blocks.
Clearer communication: Simplification and reduced number of
measurement points will improve the communication with the ICSP’s
executive management around service delivery & process performance
metrics.
Figure A3/2 below shows from a high level viewpoint the advantages of a
split versus combined process environment as articulated above.
Figure A3/2 – Split versus combined process environment
Simpler and clearer communication with the executive management and
being able to deliver metrics that really matter for the strategic directions of
the ICSP company will increase the importance of a combined and
standard based process environment.
A combined process strategy will improve customer engagements around
service delivery and will create a good foundation to address the future
process requirements for the next generation networks and services.
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Enhanced Telecom Operations Map® (eTOM)
Administrative Appendix
Acknowledgements
This document release has been developed with the contribution and
assistance of individuals and companies active in both the TM
Forum/eTOM community and the itSMF/ITIL community. The main
contributors for this interim release are:
Philip Williams, BT Group, (eTOM/ITIL SubTeam
Lead)
Sandra Hausmann, Casewise
Tony Verspecht, Cisco Systems
Karen Shepherd, Gefion
Nick Webb, QinetiQ
Bridget Bannear, Telstra
Mike Kelly, TM Forum
In addition, valuable comments and directional reviews from the following
people are also greatly appreciated:
Jenny Huang, AT&T
Martin Huddleston, QinetiQ
See main document (GB921) for other acknowledgements.
About this document
This is a TM Forum Application Note. This provides additional guidance on
the application of other TMF artifacts (in this case, principally eTOM).
Document Life Cycle
The “Enhanced Telecom Operations Map® (eTOM) The Business
Process Framework For The Information and Communications Services
Industry” has been issued as Release 6.0 with a Guidebook Number of
921. This document (GB921V) is provided for information only and will be
updated or superseded in a future eTOM Release as further information
GB921V Release 6.0 Version 6.1 TeleManagement Forum 2005 Page 71 of 74
Enhanced Telecom Operations Map® (eTOM)
and analysis in this area is developed, and as the result of TMF Member
comments on it.
See main document (GB921) for further information on the eTOM Solution
Suite documents.
Time Stamp
This version of GB921V is expected to be updated within six months of
release.
How to obtain a copy
An electronic copy of the eTOM Business Process Framework can be
downloaded at the TM Forum Web Site (http://www.tmforum.org). Contact
the TM Forum office (see previously for contact details, or via the web site)
for any further information.
How to comment on the
document
Comments must be in written form and addressed to the contacts below
for review with the project team. Please send your comments and input to:
Mike Kelly, TM Forum
eTOM Program Manager
mkelly@tmforum.org
Please be specific, since your comments will be dealt with by a team
evaluating numerous inputs and trying to produce a single text. Thus, we
appreciate significant specific input. We are looking for more input than
“word-smith” items, however editing and structural help are greatly
appreciated where better clarity is the result.
Document History
Version History
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Enhanced Telecom Operations Map® (eTOM)
Version
Number
Date Modified Modified by: Description
of changes
6.0.1 to
6.0.7
Mar-Aug 2005 Philip Williams Updates to
include
Change
Management
6.0.8 29 Sept 05 Mike Kelly Final editing
to prepare for
Team
Approval
6.0.9 Oct 05 Mike Kelly Fixed
diagrams 7
and 8
(accidentally
reversed)
6.1 November 2005 Tina O'Sullivan Minor
corrections
prior to
Member
Evaluation.
Release History
Release Date Purpose
eTOM
Addendum
V Release
4.6
05/04 Launch of this Application Note, packaged as
GB921V for this release.
Provides an interim view of analysis of eTOM/ITIL
linkage, and will be updated and enlarged in future
releases
eTOM
Addendum
V Release
5.0
Mar 05 Update to merge previous GB921L content
eTOM
Addendum
V Release
6.0
Sept
05
Update with Change Management detail
Summary of Changes in this
Version
The major change from the previous version (GB921V 6.0) is introduction
of new material around ITIL Change Management.
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GB921V Release 6.0 Version 6.1 TeleManagement Forum 2005 Page 74 of 74
See main document (GB921) for further change information and future
additions.
References
Related or Source Documents
See main document (GB921) for references.

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