ation OSS standards. Service providers have to align to stan- dard business models to meet the needs of managing next generation services. The main issue most service providers face is the migration of existing assets and ser- vices to a next generation process and information platform. There will be multiple broken data dictionaries, lack of a common definition of data across systems, non- standard interfaces for data exchange between the various systems, duplication of records across the systems, lack of transparency in business processes and systems, and improper mapping of data with business process. To address the main issues faced by service providers, this chapter will first dis- cuss the overlaps between ITIL and eTOM. The issue of aligning a legacy process to standards like eTOM is then handled. Finally the methodology to adopt eTOM with ITIL is discussed. Similar to the other chapters in this book, a basic overview of concepts is presented before a discussion of the telecom process issues in service provider space and the solution adopted by companies to solve these issues. 22.2 eTOM The eTOM is a business process framework for development and management of processes in a telecom service provider space. It provides this guidance by defining the key elements in business process and how they interact. The important aspect of eTOM is a layered approach that gives enough focus to the different functional areas in a telecom environment. As discussed in the previous chapter, eTOM is part of the NGOSS program developed by TeleManagement Forum (TMF). It is a suc- cessor of the TOM model. While TOM is limited to operational processes, eTOM added strategy planning, product life cycle, infrastructure, and enterprise processes in the telecom business process definition. eTOM has a set of process categories across various functional areas like cus- tomer, service, and resource management. This makes it a complete enterprise pro- cess framework for the ICT industry. eTOM is used by all players in the telecom space in