anagement Forum: TOM The role of the TMN framework in the TOM processes is more explicit than the business reference model in that the layers of the TOM (see Figure 8.1) correspond to the layers of the TMN. Indeed, the basic pyramidal structure of TMN can imme- diately be seen in the TOM. We give a little more background for the business refer- ence model since its role is not so explicit in the TOM. The interfaces to customers, suppliers, third-party application vendors and other service providers are external to the service provider in question. It is usually an aim of effective OSS deployment that these interfaces be integrated into the delivery and support processes of the service provider. In order to achieve this integration, which largely means nothing more than effective management of the value chain, standard- ised processes are required to support management capabilities. As far as possible, these interfaces should be implemented in software, but this is not always possible or practical. In those cases, the substitute is rigorous procedures for staff to follow, with appropriate leeway for decision-making and for handling unforeseeable events. A central purpose of the TMF, and certainly of the TOM, is to promote the stan- dardization of management processes across the telecom industry. If standards are followed in developing OSS components and in developing interfaces, then certain information can be leveraged across the enterprise of the service provider. Indeed, relevant information can be leveraged across the entire value chain to include cus- tomers, suppliers, other providers, partners of the service provider in question and the third-party application vendors. For example, suppose the output of an alarm correlation OSS component is in a standard format. Then that information could electronically be made available at different places where it might be valuable: Field technicians for locating and repairing the fault. Customer service staff, who may have to answer complaints about a sudden serv- ice f