Análisis del marco eTOM: marco de administración de las telecomunicaciones.

Abstract

The purpose of this integration work is to conduct an analysis on the eTOM (Enhanced Telecom Operations Map) management framework presented by TM Forum (Telecommunication Management Forum) in its lastes version 22.0.0 (published in June 2022) applied to a telecommunications company “CNT EP”. This document consists of three chapters. In the first chapter, the essential theoretical content is presented concisely to understand the eTOM management framework, a multi-level management model based on the decomposition of processes into simpler activities; where customers, services, resources, partners, and suppliers are linked for a set of best practices and company guidelines for the company in the telecommunications sector. In the second chapter, the eTOM framework is applied in “CNT EP” in the IT Production Department, in the service problem management and service quality management processes, as well as to understand the current state of the company, the activities it performs in the process, and later the process flows are developed according to the BPMN notation; adopting the best practices according to eTOM. The third chapter of the document presents the obtained results, along with their corresponding conclusions and recommendations.