ETOM is a set of standards for the telecommunications industry, focusing on cutting-edge technologies and updated regularly. It provides a blueprint for telecom companies to implement business practices, divided into three groups: Strategy, Infrastructure and Product, Operations, and Business Management. ETOM also includes strategies for developing customer-centric business practices and improving business-to-business relationships. Developed in 1995 by the TeleManagement Forum, it was formally approved by the International Telecommunications Union in 2004 and is a guiding beacon in the development and use of technologies in NGOSS.
Every business has standards and best practices, even the vast and rapidly evolving telecommunications industry. The most widely used and accepted set of standards for this sector of the global communications market is ETOM, which stands for Enhanced Telecom Operations Map. The enhanced portion of the title illustrates the focus on cutting-edge telecommunication technologies, such as DSL, broadband, and Internet-related telephony. As with other sets of corporate standards, ETOM is updated on a regular basis. The current version is version 4.5.
In its most basic form, ETOM is a blueprint for telecom companies to implement business practices. The topics are generally divided into three groups:
Strategy, Infrastructure and Product: Including Marketing and Supply Management, Service Development and Management, Resource Development and Management, and Supply Chain Development and Management
Operations: including customer relationship management, service management and operations, resource management and operations, and vendor/partner relationship management
Business Management: Includes business and strategic planning, business risk management, enterprise effectiveness management, knowledge and research management, and financial and asset management.
ETOM can also describe a framework for developing business practices that follow a customer-centric model, such as marketing, initial sales, customer support, billing, after-service, follow-up customer support, and so on. The strategies within ETOM suggest the most effective methods for achieving success in all of these areas. Areas such as marketing and billing are not usually associated with the same level of importance as the more technical aspects of customer support, but ETOM treats all aspects of the process equally, encouraging telecom companies to do the same, and not it is only the business-customer relationship that is addressed here. ETOM also includes strategies for generating, maintaining and improving business-to-business relationships.
ETOM is the product of the TeleManagement Forum, a non-profit organization which is itself a member of the International Telecommunications Union. ETOM was developed in 1995 with input from over 35 TMF member companies and was formally approved by the ITU in 2004. ETOM is also a guiding beacon in the development and use of technologies in NGOSS (New Generation Operations Systems and Software) and a worthy companion to ITIL, the Information Technology Infrastructure Library.
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