The eTOM (enhanced Telecom Operations Map), published by the TM Forum, is a guidebook that defines the most widely used and accepted standard for business processes in the telecommunications industry. The eTOM model describes the full scope of business processes required by a service provider and defines key elements and how they interact.
eTOM is a common companion of ITIL, an analogous standard or framework for best practices in information technology. Both of these frameworks are part of the larger context of Total Quality Management, in which many industries have, since 1950, increasingly formalized their business processes and metrics in search of higher quality, fewer defects, and greater efficiency. ISO 9000 is probably the best-known of these "process and results improvement" standards, but it is far more generic than either eTOM or ITIL.
eTOM has been adopted by ITU-T as a Recommendation and published in the M.3050.x series.
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