Producing a new model of ISO/IEC 20000 standard by taking the advantages of eTOM standard - The implementation of eTOM standard and measurements

摘要

The implementation of eTOM standard is based on description of key activities and key performance indicators for this standard in one defined business environment. For this research is taken a Billing service which contains four different systems: Mediation system, Rating system, Billing system and Reporting system. All key activities and key performance indicators from all these four systems are taken for this research. The aim of this paper is to finish with the measurement for all processes of eTOM and to find proprietary complementary processes with the positive result of the implementation for those processes from ISO/IEC 20000 which did not achieve a positive result of the implementation. All processes from eTOM with the positive result of the implementation will be taken for the comparative analysis which will be described in the last fifth paper of this project.