Improvement of the eTOM standard through the comparison with ITIL V3 best practices

Abstract

Managing of IT services is becoming one of the most interesting topics in today's business. Many standards define the management of IT services in an IT organization. eTOM represents a most commonly adopted standard for management over IT services in telecommunication industry, while ITIL is generally the most adopted standard which is used in almost every industry. Most of the Telecom operators use the eTOM standards regarding the fact that it is specialized for telecommunication industry. The goal of this work is to suggest the new improved eTOM standard which is going to consist of all components that ITIL V3 has, but which the current eTOM standard doesn't have. The investigation has been made in two Telecom operators in Bosnia and Herzegovina. In the first Telecom operator the processes are arranged according to the eTOM standard, and in the second Telecom operator the processes are arranged according to the ITIL V3 best practices. Both Telecom operators are providing classical Internet services like Internet, IPTV, VoIP, E-mail and Hosting and the teams responsible for these functions are identical. The new improved eTOM standard includes all teams which contain ITIL V3 and do not include the existing eTOM standard.