Monthly Archives: March 2010

Order Management

Order Management process (Order Handling in eTOM terms) belongs to the Fulfillment vertical in eTOM. It is also in the CRM functional grouping and considered in the BSS domain. Order Managers automate the order handling process and track the whole lifecycle of an order (from the creation stage to provisioning). All the Order Management, sometimes… Read More »


OSS/J defines a common interface structure and SID based data model for the messages that are delivered between different OSS components (FM, PM, TT etc.). It aims to deliver interoperability between those components with minimum effort. OSS/J initiative (previously by JCP, now TMF) is composed of specifications. Specifications are issued for OSS domains such as… Read More »

Introduction to eTOM

eTOM is a map which categorizes and classifies the business processes of a service provider in a hierarchical structure. It gives us a common vocabulary of processes which brings huge benefits in defining business interactions with other entities such as suppliers, partners and customers. It also acts like a marketing tool where product vendors use… Read More »

IP Probes

In order to get the end-to-end network performance data, we should install probes to the infrastructure. Probes are the most effective way to reach the end-to-end performance that is perceived by the end user. An alternative approach is to correlate multiple node-to-node performance data to reach the end-to-end performance metrics. This is very hard to… Read More »

Category: SQM

SLA Management

SLA (Service Level Agreement) is a contract between the service provider and the customer. This contract makes commitments about the service’s quality that is perceived by the customer. There are 2 main types of SLAs: Customer and Operational. Customer SLAs are the ones that are sold to the customers. Operational SLAs are also two types:… Read More »

Implementing Service Quality Management

Implementing Service Quality Management As the customers depend more on service providers, they started demanding the commitment on the quality of the services that they receive. The SQM (Service Quality Management) concept came into practice to fulfill this demand. SQM is a set of practices to ensure that the customers receive the service quality that… Read More »

Category: SQM