Title :
A management process defining approach for converged services based on eTOM and ITIL
Author :
Zhuang, Aimin ; Qiu, Xuesong ; Cheng, Haichuan ; Chen, Xingyu ; Zhipeng Gao
Author_Institution :
State Key Lab. of Networking & Switching Technol., Beijing Univ. of Posts & Telecommun., Beijing, China
Abstract :
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.
Keywords :
telecommunication network management; ITIL; change management process; converged services; customer order handling process; eTOM; incident management process; operating management methods; rapid development; based on eTOM and ITIL; converged services; management process defining approach; network management;
Conference_Titel :
Broadband Network and Multimedia Technology (IC-BNMT), 2010 3rd IEEE International Conference on
Conference_Location :
Beijing
Print_ISBN :
978-1-4244-6769-3
DOI :
10.1109/ICBNMT.2010.5705076