NAPS Consulting helps organizations to develop and implement a 360o strategic plan encompassing initial assessment, process design, implementation and continual improvement, combining ITIL and eTOM best practices in order to provide the best value for the customer by applying the frameworks to the real organization. Our job is to guide you through the whole process from defining your business objectives and documenting the existing situation, over design and implementation to the successful putting in operation both your Service Management technical solutions and your supporting business processes.
IT Service Management (ITSM) is a discipline for managing information technology (IT) systems in terms of the customer's perspective of IT's contribution to the business. In the simplest terms, ITSM is the management of IT services to meet customer requirements.
The three major objectives for ITSM are:
In IT Service Management, ITIL (
ITSM Framework
eTOM (Enhanced Telecommunications Operations Map) is a guide to best practices for business process management in the telecommunications industry. The model describes the interaction of processes between different stakeholders in the telecommunications value chain. eTOM is a Business Process Framework that describes these interactions down to the activity level, with different orientations and three major process areas:
The eTOM framework also includes cross-functional views that show how process components span horizontally across an enterprise. This allows for greater detail in interpreting process interaction across the organization.
eTOM is primarily a framework for the analysis and improvement of existing telecommunications processes, with an orientation towards customer support and satisfaction.
Key Benefits:
eTOM Framework