 framework to achieve these goals. Customer interactions take place with the organization layer and the interaction is on topics in the product/service layer. Business process framework: This is the most important layer in context with the discussion in this chapter. It covers the business processes used in the ICT industry. These include both telecom and IT business processes used in the ICT industry. The eTOM model comes in this layer and defines the E2E telecom business process framework. Enterprise tools: This layer has the management applications and tools that are internal to the enterprise. It uses the data coming from telecom and IT to effectively manage the enterprise. This is a glue layer that brings in automa- tion and links the infrastructure with the business process. Enterprise data model: Data from the resources is expected to comply with the enterprise data model. Similar to multiple process models like eTOM and ITIL, there are multiple data models. For telecom companies the shared information and data (SID) is the most popular data model and for IT com- panies the common information model (CIM) is most popular. So enterprise data model can encompass multiple data models. Infrastructure: Enterprise infrastructure consists of communication tech- nology infrastructure and information technology infrastructure. This is the lowest layer consisting of the infrastructure used for product and service development. The infrastructure is expected to support the execution of business processes. The infrastructure related information used by the business process moves through dif- ferent layers. While eTOM work is limited to the business process framework layer, ITIL can influence multiple layers from the IT infrastructure to the organization. There is an overlap of eTOM and ITIL in the business process framework layer. However the expanded scope of ITIL can be beneficial for eTOM. An alignment between eTOM and ITIL at the business process framework layer will enable multisourcing and partnerships between com