nt each other in offering telecom processes that utilize IT best practices. Detailed recommendations and guidelines on using eTOM with ITIL are available in GB921 that can be down- loaded from the TeleManagement Forum Web site. The sections that follow will give more details on the process segments where eTOM and ITIL overlap. 22.5 eTOM and ITIL in ICT There are multiple ways in which the activities in an ICT industry can be segre- gated. Let us take one such approach by dividing the ICT industry into a set of layers (see Figure 22.2). The layers are: Customer: This is the top most layer of the ICT industry. This corresponds to the end consumer that uses the products and services offered by the ICT industry. This is shown as a separate layer due to its importance in ICT industry where multiple standards and certification techniques are available to measure the effectiveness of interaction with customers. The customer is Customer Product and services Organization Business process framework Enterprise tools Enterprise data model Communication Information technology technology infrastructure infrastructure Figure 22.2 Use of eTOM and ITIL in ICT. Telecom Processes an entity that interacts with the ICT and the customer layer incorporates the activities involving the customer and the ICT industry. Product and services: The end offering of an ICT industry can be a product or a service. While product is the common terminology used for tangible offering of the provider, service is the terminology used for nontangible offer- ings. To site an example, online/mobile news is a content-based service while a software game to be played on a mobile is a product offering. Organization: This is the glue layer between the service provider offering and the backend business process that makes the smooth delivery of product or service possible. The employees and their capabilities make up the organiza- tion of the ICT industry. The organization is effective in setting up business goals and the business process is intended to provide a