With recently accelerated shifting trends from device-oriented to process-oriented service management, large portions of business organizations are now on their way of adopting standards and best-practices such as the eTOM and the ITIL to model and manage their diverse business and operational processes. Although there are various process/workflow definition formalisms to orchestrate these proc...

Due to the convergence of voice, data, and video, today’s telecom operators are facing the complexity of service and network management to offer differentiated value-added services that meet customer expectations. Without the operations support of well-developed Business Support System/Operations Support System (BSS/OSS), it is difficult to timely and effectively provide competitive services up...

The IMS networks offer several advantages to telecom operators in terms of connectivity and deployment of new services. However, the multitude of supported access technologies poses significant challenges for QoS management. To this effect, The INQA approach (IMS Network QoS Architecture) provides innovative solutions for services supervision and monitoring, in real time. This allows identifica...

Problem statement: There are several IT best practices and IT standards, which are independently supporting enterprises. Some of them have similarities and other differ from each other. This study discusses these best practices and standards in contrast with ITIL. Approach: CMMI, CobiT, eTOM, ISO 9000, ISO/IEC 17799, Malcolm Baldrige and Six Sigma will be introduces along with ITIL. Results: Th...

There are various IT frameworks and best practices supporting Information Systems. Each has its own strenghts but none of them satisfies all of the IS requirements independently. In this paper we are studying the possibilities of pooling of the most used frameworks: ITIL, Cobit, PMbok, CMMI, ISO 27001, Val IT and eTOM. The result of this paper is meant to present a Unified Maturity Model combin...

In Zeiten der Liberalisierung in der Telekommunikationsbranche müssen Geschäftsprozesse immer schneller an sich ändernde Anforderungen der Kunden, Lieferanten und Regulierer angepasst werden. Die Serviceorientierte Architektur (SOA) stellt eine geeignete Architektur für Softwaresysteme bereit, die eine flexible Anpassung der Software an die Geschäftsprozesse ermöglicht. Der Entwurf der Systeme ...

Nowadays relations between service providers and customers are set in the service level agreement templates. SLA sometimes is called as service level warranty helps to reach to a common vision about the service, quality of service warranty, priorities, responsibilities and etc in which parties agrees on it. The most important topic in service level agreement is survey management and violation d...