Improvement of the eTOM Operations phase through the comparison with ITIL best practices

IT services, daily management and daily use of those services is nowadays part of every business. That´s why there are many standards to define management and control of use for IT services. One of them is eTOM standard which represents a most common standard for building and management of IT services in telecommunication industry, like Telecom operators. Another one is ITIL which can be used in every industry and is very common in use. The main goal of this paper is to suggest new improvement of eTOM standard based on those components and characteristics of ITIL that current eTOM standard doesn´t have. Idea for improvement is based of comparison of Service Desk implementation using eTOM standard and Service Desk implementation using ITIL best practices wile Service Desk in both cases has same goal of ensuring functionality and availability of services and stable communication with users.