Process Framework (eTOM)

Overview

The Business Process Framework (also known as eTOM) is a comprehensive, industry-agreed, multi-layered view of the key business processes required to run an efficient and agile digital enterprise. It provides a common language for use across departments, systems, partners and suppliers, reducing cost and risk of system implementation, integration and procurement.

Quick Links

• Clickable eTOM model
• eTOM training courses (Fundamentals and Practitioners)
• eTOM conformance certification (and certifications awarded)
• Community discussion and support forum
• Third party add-ons for eTOM

How eTOM is used

eTOM helps organizations understand, design, develop and manage IT and network applications in terms of business process requirements, so applications will better meet business needs. It sets a vision for business process-driven approaches to managing the enterprise, ensuring integration among all vital enterprise systems concerned with service delivery and support.

The focus of the Business Process Framework is on the business processes used by service-oriented enterprises, the linkages between these processes, and the use of information by multiple processes.

eTOM's business-oriented view of the enterprise is useful for planners, managers, strategists and others who need to view the enterprise in business terms, without immediate concern for the nature of the way that these business needs are organized or automated within the business. Therefore, eTOM emphasizes issues such as process structure, process components, process interactivity and the business roles and responsibilities to which these relate.

eTOM is a reference framework for categorizing all the business activities that a service provider will use in a structured manner that allows these to be addressed at various levels of detail. The processes are grouped by domains and vertical category context and are decomposed starting from high level core processes that depict key activities succeeded by lower level unique task activities.

eTOM serves as the blueprint for process direction and provides a reference point for internal process reengineering needs, partnerships, alliances, and general working agreements with other enterprises.