It was only a matter of time before current market demands around convergence drove together two powerful frameworks—the TM Forum Business Process Framework (eTOM), and the itSMF’s ITIL for defining good practice in Service Management.

“The eTOM brings a strong business perspective around understanding how business needs are translated into processes and into implementation; ITIL brings the perspective of a supported service management environment,” says TM Forum’s Mike Kelly, senior program manager, Collaboration Program. “For example, using eTOM we can build process flows that tie into the enterprise, which then show how ITIL good practice can be applied in real-world situations.”

The recently released joint Technical Report (TR143), entitled “ITIL and eTOM: Building Bridges,” outlines the synergies and gaps that exist between the two frameworks, and addresses issues including differences in terminology, and linking the structures and views from each framework.

“We will work together to develop detailed guidelines and practices for integrating these two frameworks under TR143,” added Kelly.

TR143 comprises eight sections: 

§ 1 of the document provides an introduction of where the work stands presently;

§ 2 tackles the structural issues of linking ITIL and eTOM, with guidelines and recommendations;

§ 3 looks at terminology differences, and builds on Section 2 with guidelines and recommendations;

§ 4 and 5 look at how ITIL and eTOM are applied, through patterns and process flows that can provide worked examples to help users;

§ 6 knits all previous sections together with a strategic path towards convergence, and sets out specific proposals to extend and adapt the eTOM Business Process Map so that ITIL is directly and visibly supported.

Annex A provides some background information, and Annex B provides a collated view of input from Service Providers on their experiences with ITIL , as well as thoughts on future strategies (prepared with input from a number of Service Providers and the support from the Service Provider Leadership Council).