The eTOM Business Process Framework recognizes that any single organization interacts with external parties. The major parties recognized by the eTOM framework are customers, suppliers/partners, employees, shareholders and other stakeholders. External interactions from/to a Service Provider to other parties can be achieved by a variety of mechanisms including:-Exchange of emails or faxes-Call Centers-Web Portals-Business to Business (B2B) automated transactions-Other means. In order to show how the eTOM framework accommodates processes and transactions amongst a Service Provider and the external parties (that may be trading partners), it is useful to visualize the eTOM framework against this external environment, and the Figure tries to illustrate this. The external environment is shown diagrammatically by: -two horizontal “bars”, the first one positioned above SIP and the Operations process areas (the Sell Side), and the second one positioned under the SIP and the Operations process areas (the Buy Side). These represent the two aspects of trading interactions in the external environment.-one vertical bar, representing the external environment and all the external parties with links to the two horizontal bars which represent the majority on the interactions that occur. When the interaction with the external environment is by way of B2B trading processes, the nature and approach of these external interactions is often defined by organizations which are separate to the single enterprise. The process interactions must then be based on the concept of shared public processes, which synchronize the internal processes amongst trading partners. These shared processes have a defined “buy” and a “sell” side, which interact in a trade between a Service Provider and its Suppliers/Partners. Complex interactions of this kind can then be considered to consist of an appropriate set of “buy” and “sell” interactions/transactions.B2B process interactions, and potentially other electronic interactions with customers or suppliers/partners, have specific externally specified interaction requirements. This requires that the eTOM Business Process Framework recognizes that a degree of mediation may be required as part of the process flow between the single enterprise and external parties. When the Enterprise is trading externally, involving the use of Application to Application integration based on public processes, these are modeled by the added “bars”. They represent the agreed industry processes to support trading with customer and partners. Some of these trading relationship with partners may involve third parties such as marketplaces, agents, trust providers, etc. which also form part of this external environment. Further detail of the process components that support this form of external interaction is provided in GB921B and GB921C.
This was created from the Frameworx 16.0 Model