Research on the expanded TMF eTOM framework and case study

As we know, TMF eTOM framework has been widely accepted, but we still have some doubt about the real value in applying eTOM to telecom operation, which is mainly because that eTOM does not include a reasonable consideration of organizational levels. Organizational level is an important factor that it can bring demand on operation support and management improvement which are remarkable and general in enterprise operation. In this paper, we present "break point section" (BP section) to expand eTOM framework. BP Section can give a clear description of the function and related issues of organizational levels in telecom operation system. With this expansion and improvement, Expanded-eTOM framework not only retains the original basic functions but also reflects relations and interactions between organizational level and core value-creating activity and end-to-end process, achieving to reflect the organizational level factor in eTOM framework. Additionally, this paper uses a case study-infrastructure lifecycle management research on a mobile telecom operator- to explain the value of such expansion on eTOM framework.