panies following these models. This will remove the existing confusion on which model to adopt Fundamentals of EMS, NMS and OSS/BSS and align with, and to comply with requirements of next generation operational standards. One of the main goals of harmonization between the business models is to meet customer driven requirements. Though customer is shown as the top most layer consuming the products and services, the customer also interacts with the enterprise through the organization layer and at times the customer can directly interact with the business process framework layer. Interaction directly with pro- cess is achieved using customer self-service where customer interactions become a part of the business process. Both models increase operational efficiency and foster effective productivity. They can result in considerable cost reduction without negatively impacting the quality of service. Implementing eTOM telecom process that incorporates ITIL best practices will result in considerable improvement of service quality. The improvements in quality are mainly attributed to the presence of a specific continu- ous service improvement stage in the service life cycle defined by ITIL. To summarize this section, both ITIL and eTOM can be used in conjunction in an enterprise for effective management of services. The effective method of using both is to keep eTOM to define the telecom process and ITIL for incorporating best practices. So the steps in preparing a business process that uses both eTOM and ITIL will start with preparation of a process flow. Make it compliant with eTOM. Then filter and merge the process with ITIL best practices. Verify the new model and ensure it still complies with eTOM. TR143: LandeTOM-Building Bridges" documentfrom TeleManagement Forum has many recommendations and guidelines on using eTOM with ITIL. The document proposes extensions to eTOM framework to incorporate ITIL process and best practices. Convergence is bringing in a lot of changes in process and infor- mation models to ensure tha