NDLI: Improvement of the eTOM standard through the comparison with ITIL V3 best practices

Content Provider	IEEE Xplore Digital Library
Author	Tanovic, A.
Copyright Year	2012
Description	Author affiliation: Anel Tanovic is teaching assistante and university researcher from Faculty of Electrical Engineering, University of Sarajevo, Zmaja od Bosne bb, 71000 Sarajevo, Bosnia and Herzegovina (Tanovic, A.)
Abstract	Managing of IT services is becoming one of the most interesting topics in today's business. Many standards define the management of IT services in an IT organization. eTOM represents a most commonly adopted standard for management over IT services in telecommunication industry, while ITIL is generally the most adopted standard which is used in almost every industry. Most of the Telecom operators use the eTOM standards regarding the fact that it is specialized for telecommunication industry. The goal of this work is to suggest the new improved eTOM standard which is going to consist of all components that ITIL V3 has, but which the current eTOM standard doesn't have. The investigation has been made in two Telecom operators in Bosnia and Herzegovina. In the first Telecom operator the processes are arranged according to the eTOM standard, and in the second Telecom operator the processes are arranged according to the ITIL V3 best practices. Both Telecom operators are providing classical Internet services like Internet, IPTV, VoIP, E-mail and Hosting and the teams responsible for these functions are identical. The new improved eTOM standard includes all teams which contain ITIL V3 and do not include the existing eTOM standard.
Starting Page	36
Ending Page	39
File Size	195755
Page Count	4
File Format	PDF
ISBN	9781467329835
e-ISBN	9781467329842
DOI	10.1109/TELFOR.2012.6419141
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2012-11-20
Publisher Place	Serbia
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Industries Enhanced Telecom Operations Map Information Technology Infrastructure Library Information security Customer relationship management Telecommunications Standards Best practices
Content Type	Text
Resource Type	Article

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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