Leveraging Engaged Parties in SIP Domains of eTOM Framework by using ITSM Reference Model

Today, the telecommunications industry plays an important role in providing ict services for customers. also in the last 5 years, in addition to individual customers, enterprises and companies have been joining the operators’ and this plays a significant role in returning the investment of the operators. so, these customers should not be ignored. therefore, the new services that are called business to business (b2b) services were created to provide services for the b2b customers. the business process framework item is one of the best practices framework in the telecommunications industry, which has standardized and improved b2b processes in the engaged party domain. it should be noted that the required infrastructure to provide b2b services is more advanced than the infrastructure needed to provide business to consumer (b2c) services for any operators. so, an operator which has an up to date and powerful infrastructure can provide successful b2b services. in this paper, by using itsm model we try to leverage business process framework etom in b2b domain. here, by considering the customers’ demands and needs (in this paper customers and businesses and companies and enterprises) and using customer relationship processes (itsm processes) in the engaged party domain and some extra processes we can leverage etom based on communication criteria.