 as per eTOM (see Figure 22.4). Fulfillment Assurance Billing Problem handling Customer relationship management Service problem management Service management and operations Resource trouble management Resource management and operations S/P problem reporting and management S/P relationship management Figure 22.4 Trouble ticketing in eTOM. Telecom Processes 22.8 Conclusion Let us conclude the discussion with the three step methodology from TeleManagement Forum to apply eTOM in conjunction with ITIL. The first step is to ensure that the best practice specification using ITIL exists with regard to the processes in eTOM model. The second step is to identify the enterprise area in an application where eTOM needs to be applied in conjunction with ITL. The third and final part involves refining the identified area using eTOM process elements on the ITIL process steps. While there are several books and white papers on eTOM and ITIL, the intent of this chapter is to introduce the reader to the most popular models. A simple process diagram is also explained along with guidelines on how these models can be used together to achieve business goals. Additional Reading 1. www.tmforum.org Latest release of these documents can be downloaded from the Web site: GB921: eTOM Solution Suite b) TR143: Building Bridges: ITIL and eTOM. 2. Randy A. Steinberg. Servicing ITIL: A Handbook of IT Services for ITIL Managers and Practitioners. Indiana: Trafford Publishing, 2007. 3. John P. Reilly and Mike Kelly. The eTOM: A Business Process Framework Implementer's Guide. New Jersey: Casewise and TM Forum, 2009. Chapter 23 Management Applications This chapter is about telecom management applications. The intent is to randomly list some of the common management solutions that are available on the market and to create awareness for the reader on what the functionalities performed by these applications are now. Though standard application models like the telecom applications map (TAM) of TeleManagement Forum exists, this chapter handles the applicati