rchitecture GB922 & GB926: SID Solution Suite. 2. Martin J. Creaner and John P. Reilly. NGOSS Distilled: The Essential Guide to Next Generation Telecoms Management. Cambridge: The Lean Corporation, 2005. Chapter 22 Telecom Processes This chapter is about telecom process models. The influence of IT models in telecom process models is discussed in detail. The main models that have been used in this chapter for reference are eTOM and ITIL. A sample business flow and how it can be aligned with telecom standard model is also taken up in this chapter. The chap- ter is intended to provide the reader with an overview of how different models can be applied together for effective business process management. 22.1 Introduction There are multiple telecom and enterprise specific business process models that are used in a telecom company for effective business management. Some of the most popular ones include eTOM (enhanced Telecom Operations Map) for telecom pro- cess; ITIL (Information Technology Infrastructure Library) for IT process, and quality certifications like ISO/IEC20000 and CMMI. The usage of eTOM and ITIL used to be in two different domains, where telecom companies continued using eTOM and IT companies used ITIL. The change in telecom space brought out by convergence and flat world concepts has resulted in compelling IT enabled services. Most telecom service providers then started outsourcing IT business activ- ities in the telecom space to external IT service providers. Many IT companies play a significant role in current telecom industry. This is because the IT infrastructure is the heart of every business. The increasing participation of IT companies in telecom industry has brought confusion on what process models need to be used to manage the telecom busi- ness. IT Infrastructure Library (ITIL) developed by the Central Computer and Telecommunications Agency has been adopted by many companies to manage their Fundamentals of EMS, NMS and OSS/BSS IT business. eTOM the popular process framework of telecom service 