ght horizontal or functional Level 1 process groupings in four layers. These vertical and horizontal process groupings represent alternative OSS for Telecom Networks Customer Strategy. infrastructure and Product Strategy & Infrastructure Product Operations Support Fulfilment Assurance Billing Commit Lifecycle Mgmt Lifecycle Mgmt & Readiness Marketing and Offer Management Customer Relationship Management Service Development & Management Service Management & Operations Resource Development & Management Resource Management & Operations Supply Chain Development & Management Supplier/Partner Relationship Management Enterprise Management Strategic & Enterprise Planning Brand Management, Market Enterprise Quality Mgmt, Process & Research & Development Research & Advertising IT Planning & Architecture & Technology Acquisition Financial & Asset Stakeholder & External Human Resources Disaster Recovery, Security Management Relations Management Management & Fraud Management TeleManagement Forum, October, 2001. Figure 9.2 eTOM Level 0 view of Level 1 process groupings. views on how processes can be associated. These alternatives have been selected to yield a common view of the Level 2 processes and so do not represent a divergence in the model. In addition, there are eight additional enabling and support Level 1 process groupings within enterprise management. 9.3 eTOM Operations Processes Our discussion of eTOM operations processes will be divided into the vertical and horizontal groupings. 9.3.1 OPS Vertical Process Groupings The Operations (OPS) process area contains the direct operations vertical process groupings of fulfilment, assurance and billing, together with the operations support and readiness process grouping (see Figure 9.3) The FAB processes are sometimes referred to as customer operations processes. The TOM focuses on the customer processes directly represented by FAB. However, FAB processes are not explicitly included in the TOM framework map although they could be shown as an overlay. In an e-business world, 