A management process defining approach for converged services based on eTOM and ITIL

Present operating management methods can not satisfy the emerging requirements along with the rapid development of the converged services. A novel management process defining approach for the converged services is presented, which aims at the management of the converged services. The approach proposes the convergence of eTOM and ITIL to build the management process framework, which is based on the standard process framework eTOM and refined by ITIL best practice for exerting their respective strength of two frameworks in the areas of the management process. The approach is verified through defining Incident Management process, Change Management process and Customer Order Handling process, and provides the basis for defining the other management processes.