Enriched eTOM framework in service deliver operation through alignment with some of COBIT5 strategic objectives.
1 INTRODUCTIONIn recent years, types of telecom services are expanding rapidly. On the other hand, present management Frameworks cannot cover and/or support them well. There are the place where few best known standards may be used for IT Service Management to enrich it, such as eTOM and COBIT5 (Control Objectives for Information and Related Technologies).
The Enhanced Telecom Operations Map[R] (or eTOM for short) is an on-going TM Forum initiative to deliver a business process model or framework for use by service providers and others within the telecommunication industry and consists of three distinct phases: strategic, operational and management [1], [2].
COBIT5 is one of the best if not the only, business framework for the governance and management of enterprise IT. This evolutionary version incorporates the latest thinking in enterprise governance and management techniques, and provides globally accepted principles, practices, analytical tools and models to help increase the trust in, and value from, information systems. COBIT5 builds and expands on COBIT 4.1, the previous version, by integrating other major frameworks, standards and resources, including ISACA's Val IT and Risk IT, Information Technology Infrastructure Library (ITIL[R]) and related standards from the International Organization for Standardization (ISO) [5].
Each of eTOM and COBIT5 has some benefits and can cover each other to build up a more complete framework, for example COBIT5 can optimize the Quality of IT services and technology that is very useful for telecom service operation domain. In this paper we use this advantage of COBIT5 and thus promote operations phase of eTOM framework [3], [7].
2 COBIT5 FRAMEWORK
COBIT5 is the only worldwide business framework for the governance and management of enterprise IT and provides tools for helping to manage IT and discuss about what must be do not how to do and also is a good governance method to link and imbed in continuity management lifecycle [10],[14]. This evolutionary version incorporates the latest thinking in enterprise governance and management techniques, and provides globally accepted principles, practices, analytical tools and models to help increase the trust in, and value from, information systems, as well as, COBIT5 provides the next generation of ISACA's guidance on the enterprise governance and management of IT. It builds on more than 15 years of practical usage and application of COBIT by many enterprises and users from business, IT, risk, security and assurance communities. As well as, DSS (Deliver, Service and Supports) domain focused on deliver IT aspects. This domain cover application execution in IT systems and it results [7], [15].
3 eTOM FRAMEWORK
eTOM is a telecommunication business process framework that's service oriented and helps service providers in process management and enhancement [11].
It has three phases that operations phase is the heart of it and contains all customer related operations that categorizes in operations support and readiness, fulfillment, assurance and billing and revenue management vertical process groups. As well as usually named as customer operational processes.
3.1 Customer Relationship Management
It is the first horizontal process group of operation phase in eTOM framework that named as process group level 1 and decomposed to some sub processes:
* CRM SUPPORT & READINESS
* MARKETING FULFILLMENT RESPONSE
* CUSTOMER INTERFACE MANAGEMENT
* SELLING
* ORDER HANDLING
* PROBLEM HANDLING
* CUSTOMER QoS/SLA MANAGEMENT
* RETENTION & LOYALTY
* BILL INVOICE MANAGEMENT
* BILL PAYMENTS & RECEIVABLES MANAGEMENT
* BILL INQUIRY HANDLING
* MANAGE BILLING EVENTS
* CHARGING
* MANAGE BALANCES
It contains of some necessary operations for customer relationship creation and maintenance, Also support customer services to increase loyalty and satisfaction of them, SLA fulfilment and service assurance. On the other hand, DSS02 process group defined in COBIT5 framework is responsible for an effective and timely response to customer requests and resolve all incidents to minimize disruptions through quick resolution of them. Also, based on our analyses DSS02.01, DSS02.02 and DSS02.03 KMPs defined in DSS02 process can be useful in to enrich CRM process group [6], [8]. The results of our first comparison are given in table 1.
Some of advantages of this combination:
* Ensure consistent approaches for handling, informing users about and conducting trend analysis.
* Enable efficient and effective resolution.
* Enable self-help and efficient service for standard requests.
* Handle all service requests and incidents effectively
3.2 Service Management & Operations
Service management & operations as second horizontal process group of eTOM framework that named as process group level 1 and decomposed to some sub processes:
* SM&O SUPPORT & READINESS
* SERVICE CONFIGURATION & ACTIVATION
* SERVICE PROBLEM MANAGEMENT
* SERVICE QUALITY MANAGEMENT
* SERVICE GUIDING & MEDIATION
It is responsible for maintaining knowledge of service such as (access level, type, usage and so on) and all operations to manage service and proposed services. Service planning for short time services and especial customers are some of its duties. On the other hand DSS05(Manage Security Services) process of DSS domain in COBIT5 is responsible for establish and maintain of information security rules, access license and provide security monitoring. DSS05.01 (Protect against malware) is one of KMP of DSS05 that is responsible for prediction, policy and modify actions in place especially security patch up to date and viruses control) in means of maintaining the IT systems from malwares. Also, DSS04 (Manage Continuity) is important to enable business plan to respond to incidents and disruptions to maintain operations continuity critical business plan and IT service requests in an acceptable level for enterprise and has some KMPs that are very useful in this area such as DSS04.01 (Define the business continuity policy, objectives and scope), DSS04.03 (Develop and implement a business continuity response) and DSS04.08 (Conduct post-resumption review). The results of our second comparison are given in table 2.
Some of advantages of this combination:
* Defining and agreeing on continuity policy and scope
* Continuity planning in the enterprise culture
* Enable continued operation of critical business processes and/or
* Temporary processing arrangements, including links to plans of outsourced service providers.
* Enable continued operation of critical business processes and/or temporary processing arrangements, including links to plans of outsourced service providers.
* Protect against unsolicited information (e.g., spyware, phishing emails).
3.3 Resource Management & Operations (Application, Computing and Network)
It is the third horizontal process group in eTOM operations area that named as process group level 1 and decomposed to some sub processes:
* RM&O SUPPORT & READINESS
* WORKFORCE MANAGEMENT
* RESOURCE PROVISIONING
* RESOURCE DATA COLLECTION & DISTRIBUTION
* RESOURCE TROUBLE MANAGEMENT
* RESOURCE PERFORMANCE MANAGEMENT
* RESOURCE MEDIATION & REPORTING
It is responsible for maintaining resources knowledge (networks, IT systems, servers, routers and so on) and manages all used resources to support required or proposed services to customers.
On the other hand in COBIT5 framework, DSS03.05 (Perform proactive problem management) is responsible for optimize resources and follow up its problems. Also DSS04.02 (Maintain a continuity strategy) and DSS04.03 (Develop and implement a business continuity response) can be used to identify resource and it costs and document required resources to support of recovery and continuity procedures according to IT infrastructure and facilities. The results of our third comparison are given in table 3.
Some of advantages of this combination:
* To evaluate the impact over time of a disruption to critical business functions and the effect that a disruption would have on them.
* To identify the possible strategic business and technical options.
* To enable continued operation of critical business
* To raise change requests via the established change management processes.
* To consider recent problems and potential corrective actions.
* To discuss known problems and future planned changes.
3.4 Supplier/Partner Relationship Management
This process group as fourth and last horizontal process group of eTOM operations area that named as process group level 1 decomposed to some sub processes:
* S/PRM SUPPORT & READINESS
* S/P REQUISITION MANAGEMENT
* S/P INTERFACE MANAGEMENT
* S/P PROBLEM REPORTING &
MANAGEMENT
* S/P PERFORMANCE MANAGEMENT
* S/P SETTLEMENTS & PAYMENTS MANAGEMENT
It contains of primary processes related to purchase in FAB(Fulfillment, Assurance and Billing) that are three vertical process group of eTOM and is responsible for purchase orders and follow up them during the service delivery, problem handling, determine credit bill, verify payment and supplier and partner quality management. On the other hand, use of DSS01.05 (Manage facilities) in COBIT5 framework to ensure that IT sites and equipment's maintain by authorized people and based on service distances and characteristics proposed from supplier and partner and also use of DSS04.03 (Develop and implement a business continuity response) to ensure that outsourced supplier and partners have efficient and continuity planning in place can be useful in this area of eTOM [4], [6], [9]. The results of our fourth comparison are given in table 4.
Some of advantages of this combination:
* To enable continued operation of critical business processes and/or temporary processing arrangements, including links to plans of outsourced service providers.
* To ensure that cabling and physical patching (data and phone) are structured and organized. Cabling and conduit structures should be documented (e.g., blueprint building plan and wiring diagrams).
4 An OVERALL VIEW of PROCESS MAPPING ANALYSES
The main purpose of business process mapping is assist to organizations in becoming more efficient, follow up this purpose for telecom companies, in this paper after a deep analysis and comparison between eTOM framework as a telecom business process framework and COBIT5 as a governance framework in part 3 and introduce four horizontal process group of eTOM and some useful processes of COBIT5 to enrich it [13]. Some results are obtained and mapped area shown in table 5.
5 ENHANCED eTOM in a VERTICAL POINT of VIEW
As our analysis COBIT5 as an governance framework is useful to demonstrate what activities the enterprise must to do for achieving its goals [13]. As well as it can be combine with eTOM to have efficient IT governance and control framework. On the other hand, combining COBIT5 and eTOM provide a valuable combination for helping telecom operators manage business IT from a business perspective. In figure 1 shown a scheme of a vertical mapping between delivery, service and support domain of COBIT5 in right side and eTOM operations phase in left side. On the other hand, eTOM framework contains of four vertical process groups:
5.1 Operations Support & Readiness
This is the first vertical process group in eTOM operation phase that is responsible for support of three other vertical process group(FAB). As our analysis some control objectives of COBIT5 can be useful in this area:
* DSS01.01 Perform operational procedures
* DSS01.03 Monitor IT infrastructure
* DSS01.05 Manage facilities
* DSS03.01 Identify and classify problems
* DSS04.01 Define the business continuity policy, objectives and scope
* DSS04.02 Maintain a continuity strategy
* DSS04.03 Develop and implement a business continuity response
* DSS05.02 Manage network and connectivity security
* DSS06.03 Manage roles, responsibilities, access privileges and levels of authority
* DSS06.05 Ensure traceability of information events and accountabilities
5.2 Fulfillment
It is responsible for providing required customer product correctly and timely, offering a suitable resolution for their requirements and also ensure them about resolving their need in that time. As our analysis some control objectives of COBIT5 can be useful in this area:
* DSS02.03 Verify, approve and fulfil service requests
* DSS02.06 Close service requests and incidents
* DSS02.07 Track status and produce reports
5.3 Assurance
It is responsible for ensure customer of continuity service providing and monitor resource status. It manages the SLA and reports service performance to customers as our analysis some control objectives of COBIT5 can be useful in this area:
* DSS01.02 Manage outsourced IT services
* DSS06.04 Manage errors and exceptions
* DSS06.05 Ensure traceability of information events and accountabilities
5.4 Billing & Revenue Management
It is the last vertical eTOM process group and is responsible for bill providing timely and in a correct form for customers, it also resolve customer billing problems and support them [4],[5].
6 CONCLUSION and FUTURE WORK
In this paper we propose an enriched eTOM framework that is more powerful than current version. On the other hand, our work is based on a deep study on COBIT5 deliver, service and support domain and combine it to eTOM operations phase, this combine can help to have more powerful eTOM assurance and fulfil process group and increase QoS, SLA and at last customer satisfaction. Future research in this area will be focused on improvement of eTOM in other domain to integrate with suitable processes of COBIT5 framework which would be published later on.
7 REFERENCES
[1] Tele Management Forum, eTOM--The Business Process Framework, "Use Cases for Commercial Spectrum Management ", 2012.
[2] Tele Management Forum, eTOM--The Business Process Framework, "An eTOM Primer", 2009.
[3] M. Asic, Student, E. Bajrami, Student, A. Tanovic, "Improvement of the eTOM Operations phase through the comparison with ITIL best practices", 20th Telecommunications forum, pp. 40-43, Nov. 2012.
[4] Tele Management Forum, eTOM--The Business Process Framework, "Extended Process Decompositions and Descriptions", 2012.
[5] Tele Management Forum, eTOM--The Business Process Framework, "Concepts and Principles", 2011.
[6] The Book of COBIT5 Enabling Processes available at www.isaca.org.
[7] The Book of COBIT5: A Business Framework for the Governance and Management of Enterprise IT, available at: http: //www.isaca.org.
[8] B. Raouyane, M Bellajkih, M Errais, "IMS Management based eTOM framework for Multimedia service", 14th International Telecommunications Network Strategy and Planning Symposium (NETWORKS), pp.1-6, Sept. 2010.
[9] A. Zhuang, X. Qiu, H. Cheng, X. Chen, Z. Gaol," A Management process defining approach for converged services based on eTOM and ITIL", 3rd IEEE International Conference on Broadband Network and Multimedia Technology (ICBNMT), pp. 180-185, Oct. 2010.
[10] T.Mataracioglu, S.Ozkan," Governing Information Security in Conjuction with COBIT and ISO 27001 ", International Journal of Network Security & Its Applications (IJNSA), Vol.3, No.4, July. 2011.
[11] M. Valiente, E. Barriocanal, M.Sicilia, "Applying an ontology approach to IT service management for business-IT integration", pp. 7687, Vol 28, April. 2012.
[12] J. Lainhart, D. Oliver, "Overview of COBIT 5 Public Exposure Commentary", Vol.1, Jan 2012. Available at www.isaca.org.
[13] J. Mike Jacka, Paulette J. Keller, "Business Process Mapping: Improving Customer Satisfaction", Second Edition, Jul 2009.
[14] A. Menevse, "Toward Better IT Governance With COBIT 5", Vol. 4, Oct 2011. Available at www.isaca.org.
[15] Z. Enslin, "Cloud computing adoption: Control objectives for information and related technology (COBIT) - mapped risks and risk mitigating controls", African Journal of Business Management, Vol.6, pp. 10185-10194, Sept. 2012.
(1) Faride Latifi, (2) Ramin Nasiri, (3) Mehran Mohsenzadeh
(1) Department of Computer Engineering, Central Tehran Branch, Islamic Azad University, IRAN
(2) Department of Computer Engineering, Central Tehran Branch, Islamic Azad University, IRAN
(3) Department of Computer Engineering, Science and Research Branch, Islamic Azad University, IRAN
(1) frhlatifi@yahoo.com
(2) Ramin_Nasiri@iauctb .ac.ir
(3) Mohsenzadeh@srbiau.ac.ir
Table 1 COBIT5 Useful Outputs and Activities for
eTOM CRM Domain
Some of KMPs, Inputs/Outputs and Activities of COBIT5 that
are useful in eTOM (CUSTOMER RELATIONSHIP MANAGEMENT) process group
Outputs Activities KMPs
Description
* Incident and service * Define a schemes for DSS02.01
request classification incident and service
schemes and models classification and
prioritization.
* Rules for incident
escalation * Define rules for
Criteria for problem incident escalation.
registration
* Define criteria for
problem registration.
* Incident and service * Log all service request DSS02.02
request log and incident.
* Classified and prioritised * Prioritize service
incidents and service request and incidents
requests based on SLA service
definition.
* Approved service * Obtain financial and DSS02.03
requests functional approval if
request.
* Fulfilled service requests
* Fulfill service requests
by performing some
procedures, self help
automated menues and
predefined requests
model.
Table 2 COBIT5 Useful Outputs and Activities for
eTOM SM&O Domain
Some of KMPs, Inputs/Outputs and Activities of COBIT5 that are useful
in eTOM (SERVICE MANAGEMENT & OPERATIONS) process group
Outputs Activities KMPs
Description
* Malicious software * Communicate malicious software DSS05.
prevention policy awareness and enforce prevention 01
procedures and responsibilities.
* Evaluations of
potential threats * Regularly review and evaluate
information on new potential
threats (e.g., reviewing vendors'
products and services security
advisories).
* Policy and objectives * Identify critical internal and DSS04.
for business continuity outsourced business processes 01
and service activities.
* Disruptive incident
scenarios * Define and document the agreed-
on minimum policy objectives
* Assessments of and scope.
current continuity
capabilities and gaps
* Incident response * Define the incident response DSS04.
actions and actions and communications. 03
communications
* Develop and maintain operational
BCPs containing the procedures.
* BCP
* Post-resumption * Determine the effectiveness of DSS04.
review report the plan, continuity capabilities, 08
roles and responsibilities, skills
* Approved changes to and competencies, resilience to
the plans the incident, technical
infrastructure, and organisational
structures and relationships.
Table 3 COBIT5 Useful Outputs and Activities for
eTOM RM&O Domain
Some of KMPs, Inputs/Outputs and Activities of COBIT5 that are
useful in eTOM (RESOURCE MANAGEMENT & OPERATIONS
(Application, Computing and Network)) process group
Outputs Activities KMPs
Description
* Problem resolution * Capture change efforts DSS03.05
monitoring reports resulting from problem
management process
* Identified sustainable activities
solutions
* Identify and initiate
sustainable solutions
* Business impact analyses * Conduct a business DSS04.02
impact analysis
* Continuity requirements
* Approved strategic * Analyse continuity
options requirements to identify
the possible strategic
business and technical
options
* Incident response actions * Define the incident DSS04.03
and communications response actions and
communications
* BCP
* Develop and maintain
operational BCPs
Table 4 COBIT5 Useful Outputs and Activities for
eTOM S/PRM Domain
Some of KMPs, Inputs/Outputs and Activities of COBIT5 that are
useful in eTOM (SUPPLIER/PARTNER RELATIONSHIP
MANAGEMENT) process group
Outputs Activities KMPs
Description
* Facilities * Make available reports on DSS01.05
assessment Reports facilities incidents where
disclosure is required in
* Health and safety terms of laws and
awareness regulations
* Ensure that IT sites and
facilities are in ongoing
compliance with relevant
health and safety laws,
regulations, guidelines, and
vendor specifications.
* Incident response * Define the incident DSS04.03
actions and response actions and
communications communications
* BCP Develop and maintain
operational BCPs
Table 5 Combining of COBIT5 DSS Domain with eToM
Horizontal Process Groups
COBIT5 DSS Domain eTOM Horizontal Process Groups
DSS P KMP CRM SM& O RM& O S/PR M
DSS01 .01 [up arrow]
.02 [up arrow]
.03 [up arrow]
.04
.05 [up arrow] [up arrow]
DSS02 .01 [up arrow] [up arrow]
.02 [up arrow] [up arrow]
.03 [up arrow] [up arrow]
.04
.05 [up arrow]
.06 [up arrow]
.07 [up arrow]
DSS03 .01 [up arrow] [up arrow]
.02
.03
.04 [up arrow] [up arrow]
.05 [up arrow]
DSS04 .01 [up arrow]
.02 [up arrow]
.03 [up arrow] [up arrow] [up arrow]
.04
.05
.06
.07
.08 [up arrow]
DSS05 .01 [up arrow]
.02
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| Author: | Latifi, Faride; Nasiri, Ramin; Mohsenzadeh, Mehran |
|---|---|
| Publication: | International Journal of Digital Information and Wireless Communications |
| Article Type: | Report |
| Date: | Jan 1, 2014 |
| Words: | 3073 |
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