tions processes Network planning and Network Network inventory Network maintenance Network data development Provisioning management and restoration management Network and systems management processes Network element management processes Physical resource and information technology Network Figure 4.5 The TOM reference map F = Fulfilment towards the customers, with sales and service provisioning. A = Assurance, which includes e.g. QoS and problem handling. B = Billing. See Figure 4.5. The next step started in 2000 with the development of the eTOM, the enhanced Telecom Operations Map. Then TOM became 'TOM classic'. eTOM is wider than TOM with three main areas: the operations area; the strategy, infrastructure and product (SIP) area; and the more internal enterprise management area. Telecom Business Roughly, the TOM processes are captured in the 'FAB' area of the eTOM map. An alternative name for eTOM is 'new generation operation support systems business map', or NGOSS business map. The focused areas are: New generation operation support systems (NGOSS) Business process modelling and automation Managing next generation network technologies Service management Web-based customer care (e-care) and customer relationship management (CRM) Systems integration The operational challenges, as seen by the TM Forum, are: Service development at Internet speed Real-time flow-through service delivery QoS 'guarantees' across multi-service/multi-technology, multi-provider/infrastructures Proactive, real-time, content-based, location-based billing The three eTOM areas are shown in Figures 4.6-4.8. The relationships between eTOM and this book are roughly the following: to the oper- ations area belongs especially Chapter 16 on Telecom management - Operations. To the SIP area belong Chapters 3, 8 and the second half of this chapter on business cases and investments. To the enterprise area belongs the first part of this chapter, which deals with roles. Concluding this section on the TM Forum it should be mentioned that the processes can b