 Telecom process incorporating IT best practices Figure 22.1 Integration of eTOM with ITIL. Fundamentals of EMS, NMS and OSS/BSS It should be kept in mind that merging or direct end-to-end integration of these models is not possible due to structural issues and domain areas where these refer- ence frameworks are used. The initiatives performed by standardizing bodies try to identify how these reference frameworks can complement each other in offering telecom processes that utilize IT best practices. Detailed recommendations and guidelines on using eTOM with ITIL are available in GB921 that can be down- loaded from the TeleManagement Forum Web site. The sections that follow will give more details on the process segments where eTOM and ITIL overlap. 22.5 eTOM and ITIL in ICT There are multiple ways in which the activities in an ICT industry can be segre- gated. Let us take one such approach by dividing the ICT industry into a set of layers (see Figure 22.2). The layers are: Customer: This is the top most layer of the ICT industry. This corresponds to the end consumer that uses the products and services offered by the ICT industry. This is shown as a separate layer due to its importance in ICT industry where multiple standards and certification techniques are available to measure the effectiveness of interaction with customers. The customer is Customer Product and services Organization Business process framework Enterprise tools Enterprise data model Communication Information technology technology infrastructure infrastructure Figure 22.2 Use of eTOM and ITIL in ICT. Telecom Processes an entity that interacts with the ICT and the customer layer incorporates the activities involving the customer and the ICT industry. Product and services: The end offering of an ICT industry can be a product or a service. While product is the common terminology used for tangible offering of the provider, service is the terminology used for nontangible offer- ings. To site an example, online/mobile news is a content-based service while