NGOSS & eTOM Fundamentals– A Hands-On Approach

Introduction & Overview

This initial module introduces the student to the Lean Operator vision and the role of New Generation Operations Systems and Software (NGOSS) as an enabling set of frameworks. We also introduce each of the component frameworks (eTOM, SID, TNA, and TAM); we focus in particular on the role of the Enhanced Telecom Operations Map (eTOM) in standardizing the way in which service providers design their business processes.

  • NGOSS – The origins & why it’s needed
  • The who’s who in the NGOSS world
  • Terminology
  • The “Lean Operator” vision & strategy
  • 4 components of NGOSS: eTOM, SID, TNA, TAM

2. NGOSS Lifecycle & Methodology

  • In this section, we examine the NGOSS Lifecycle Methodology as an implementation tool. In particular, we explain the elements of the NGOSS Knowledge Base (eTOM, SID, TNA):
  • Definitions
  • Methodology Goals
  • Explaining Technology Neutral Architecture (TNA)
  • The NGOSS Knowledge Base
  • The 4 views of NGOSS Lifecycle:
    ! Business
    ! System
    ! Implementation ! Deployment
  • Use Cases and Contracts in the NGOSS Lifecycle
  • The SANRR Methodology: Scope, Analyze, Normalize, Rationalize, Rectify

3. eTOM – An Overview

Having reviewed the 4 views of NGOSS, we now begin to address the Business view by introducing the student to the role of the Enhanced Telecom Operations Map (eTOM) in standardizing the way in which service providers design their business processes.

  • eTOM – Origins and goals
  • The who’s who in the eTOM world o Terminology
  • ETOM Level 0: The big picture

4. eTOM – The Business Process Framework

In this section, we examine the various components of the eTOM framework. Starting from the Level 0 “big picture”, we drill down to sub-processes at lower levels of decomposition:

  • Operations
    ! Operations Support and Readiness (“OSR”)
    ! Fulfillment, Assurance, and Billing (“FAB”)
    ! OPS Processes – Levels 1 and 2 for OSR and FAB
  • Strategy, Infrastructure, and Product (“SIP”)
    ! Strategy & Commit
    ! Infrastructure Lifecycle Management
    ! Product Lifecycle Management
  • Enterprise Management

5. Process Decomposition

Strategy, Infrastructure, and Product (“SIP”) ! Strategy & Commit
! Infrastructure Lifecycle Management ! Product Lifecycle Management
Enterprise Management.
Process Decomposition
In this module we examine the process decomposition technique and how it can
be used to reveal finer process details at lower levels. The ultimate objective
is to produce an enterprise view of process capability and functionality: o Process Decomposition – A definition

  • Process Levels
  • Process Decomposition – The approach.

6. eTOM Linkage to Other Models

In this module we examine how the eTOM relates to other industry models such as TMN, ITIL, RosettaNet, and Six Sigma. Our main area of focus is the alignment between eTOM and ITIL (IT Infrastructure Library) processes. We begin by defining at a high level the ITIL framework and the processes related to Service Management (Service Delivery and Service Support); we then describe the synergies between eTOM and ITIL and the alignment between their processes.

  • ETOM lnkage to NGOSS and the SID
  • ETOM and ITU-T TMN
  • ETOM & Six Sigma
  • eTOM in a B2B context: Alignment with RosettaNet clusters o Mapping eTOM to ITIL

7. Introducing eTOM to Your Business

Here we examine how you can bring the eTOM into your own environment and provide selected case studies to showcase how adopters have utilized eTOM to assist in business transformation:

  • eTOM in a “Greenfield” environment
  • Adapting your infrastructure to eTOM o Adding the eTOM to your infrastructure o Sampling of eTOM Adopters

8. The Shared Information & Data Model

Having addressed the Business Process requirements in the business view, we now move to the System view of NGOSS and discuss the Functional, Information and Data Model requirements to support the business processes mapped to eTOM. We describe the benefits of having a streamlined approach to information and data modeling and how the SID enables this streamlining by aligning with eTOM processes.

  • SID – Definition and goals o The SID framework
  • SID and eTOM alignement o SID Key Entities
  • SID in Real Life: Industry Adoption

9. Summary & Document Map

This section summarizes the role of NGOSS and its various components (eTOM, SID, TNA, and TAM) in providing a set of frameworks for commonality in developing and maintaining streamlined solutions. We also bring the student up to speed on the latest NGOSS developments currently taking place.

In this 4-part workshop, the students work in teams, presenting their solutions to the class. The workshop takes into account the client’s own environment, and deals with a real-life current issue(s). We begin by articulating the issue(s) at hand and identify the clients’ own relevant processes. Using the tools learned during the presentations, especially the SANRR methodology and process decomposition methods, the teams develop a use case, analyze the problem and potential solution, map their processes to eTOM, develop process flows, and develop a contract for the solution.
Each of the 4 parts of the hands-on workshop takes place at a different stage of the two days, as new concepts are covered.



Are your training budgets too tight to cover travel and expenses? Do you need your whole team to be trained and ready to “hit the ground running” as quickly as possible? The perfect solution is our onsite course delivery. This customized service allows you to train a full team at a special discount, on the subjects of your choice and at a location and time that suit you. Whether your company requires our core syllabus, or whether you need additional industry topics or company specific training, the Billing College can develop and deliver the right course for you.


Back by popular demand, we schedule several of our most in-demand courses in convenient cities around the world throughout the year. Benefit from meeting and interacting not only with our seasoned professional educators, but learn from and collaborate with others who specialize in your particular area of expertise. Check our calendar of courses to find out when a great Billing College experience is coming to your area, or find a convenient location and time that works for you.


Reinforcing our prominent place as a leader in knowledge delivery programs for the telecommunications and utility industries, we are rolling out new content as well as some of our most popular subject matter, all delivered through an interactive internet learning experience. The delivery of online education courses for our industry is a natural extension of our vision and dedication to our clients’ success.


We are always pleased to participate in the conference portion of industry tradeshows and events. Our most popular and topical courses can be available to you while you attend an all-important conference or symposium. You’ll receive a quality training experience and get the most for your travel and time investments when you find us at the top industry events.


By partnering with respected industry organizations and accomplished individuals and experts in our fields, we are happy to sponsor a variety of webinars on the latest issues and challenges facing billing professionals. Check our calendar for availability.

Voice over IP (VoIP) Implementation and Billing

Course Synopsis

Voice over IP (VoIP) has been around since the introduction of the Internet and the World Wide Web. Although initially conceived to reduce long distance and toll charges, VoIP has become synonymous with simplified communications at a reduced cost. Customers expect VoIP to deliver cost savings and enhance productivity through advanced IP Applications and increased Customer control. This course covers of VoIP from a few perspectives:
! What is the impact to the carrier enterprise of deploying a VoIP infrastructure? I.e., what is the impact on the various business processes within the enterprise?
! How is VoIP handled from a billing perspective? How different is billing for
VoIP from billing from traditional fixed line
and mobile telephony?
! What are the implementation and deployment issues faced by the carrier as it prepares to offer VoIP service to its customers?
The training approach for this course is based on our client-acclaimed methodology: a mixture of interactive presentations, live demonstrations, and workshops.

Building Blocks – An Overview

i. What is VoIP?

ii. What is “Carrier-Grade VoIP”?

iii. Internet Service Providers (ISP) and Internet Telephony Service Providers (ITSP)
# Who are the players?
# What are they doing?

iv. A Sampling of IP Applications

# Telephony Plus
# Instant Messaging
# The Web Browser # Collaboration

v. Mobility
# Find Me/Follow Me
# “Hot Desking”

vi. VoIP Personalization
# Static Call Handling
# Dynamic Call Handling of Incoming Calls
# Presence (Friends on-line)

VoIP – Live Demonstration VoIP Technology Infrastructure

i. Network Overview
# Network Diagram
# The OSI and IP Reference Models

ii. Technologies and Protocols
# Turning Voice into Packets
# Internet Telephony Protocols
# Signalling (Session Initiated Protocol – SIP)
# H.323

iii. Access Clients
# Subscribers
# Network Administrators

iv. Network Components
# Infrastructure # Media Servers # Gateways

v. Quality of Service

Business Process Impacts

i. Customer Care
# Order Management # Self-Care

ii. Sales
# Pre-Sales
# CustomerWelcomePackage
# Network Assessments

iii. Provisioning (Voice and Data)
# Field Services
# Network Engineering iv. Service Assurance
# Network Operations
# Help Desk
# Repair Operations Center

IP Usage Mediation

i. Key Role of Mediation
ii. Data Collection and Enrichment
iii. OSS and Service Provisioning
iv. Real-Time Mediation – Analyzing the Packets

The Rating Process – How different is it?

# The Internet Protocol Detail Record
The Bill Calculation Process
# Bill Calculation functions
# Online Invoicing

Rating & Billing for Wireless IP

# 2.5G – GPRS
# CDMA2000 – 2xRTT Convergence and Bundling International IP Clearing Houses Real-Time Rating & Billing Prepaid
Pricing and Billing
Implementation and Deployment Strategies
i. Stakeholder Commitment
ii. Vendor Selection
iii. Program vs. Project Approach
# Network Infrastructure Build
# Process and System Re-engineering
– As-Is/To-Be Analysis
– Operating Systems Development
– Customer Facing Web Portal
# Professional Services
# Marketing & Sales Plan
– Service Description
– Market Launch Strategy
– Sales Strategy
iv. Operational Transition Plan
v. Industry Lessons Learned