l entities that interact with the enterprise. Operations are at the heart of eTOM. This area includes processes that support customer operations and management, and processes that allow direct interactions with the customer. These include day-to-day operations support and readiness processes. The eTOM view of operations includes sales management and supplier/ partner relationship management. Strategy, infrastructure and product include processes that develop strategy, commit to the enterprise, build infrastructure, develop and manage products and develop and manage the supply chain. In eTOM, infrastructure includes that which is required to support functional processes such as CRM. These processes direct and enable the operations processes. Enterprise management includes the basic business processes that are required to run any business, with a focus on the enterprise level. Enterprise management processes have interfaces with almost every other process in the enterprise and are Customer Strategy, Infrastructure & Operations Product Market, Product and Customer Service Resource (Application, Computing and Network) Supplier/Partner Suppliers/Partners Enterprise Management Shareholders Employees Other Stakeholders © TeleManagement Forum, October, 2001. Figure 9.1 eTOM conceptual structure. 9 Telemanagement Forum: eTOM sometimes called "corporate" processes, such as with financial management and human resources management. In addition to the major process areas, the conceptual structure of the eTOM addresses the supporting functional process areas, the horizontal layers. The sup- porting functional areas reflects the major expertise and focus needed to pursue the business: 1. Market, product and customer processes include those dealing with sales and channel management, marketing management, product and offer management, CRM and ordering, problem handling, SLA management and billing. 2. Service processes deal with service development and configuration, service problem management, quality analysis and rating. 3. Reso