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Quest Training

Telecom Service Management & eTOM Framework Training Course

Applies the eTOM framework to structure telecom processes across customer, service and resource management, linking them to governance and service quality.

TOSS · Telecom OSS, BSS & Service ManagementAll Levels#2586ClassroomEnglish , Arabic
Duration
5 Days
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Free substitution at any time · 30+ days' notice: full refund minus 10%. Cancellation policy

Sectors:Telecommunications & Satellite TechnologyCategories:Telecom OSS, BSS & Service Management

Course Overview

This advanced programme provides a practical understanding of telecom service management and the eTOM framework as a structured approach to organising, governing, and improving telecommunications business and operational processes. The course examines how service providers can use eTOM principles to structure processes across customer management, service management, resource management, operations, fulfilment, assurance, billing, and enterprise management. It connects process architecture with service quality, operational efficiency, customer experience, and business performance. Participants will explore process relationships, roles, inputs and outputs, operational dependencies, performance measures, and governance mechanisms. Particular attention is given to applying eTOM concepts to real telecom operating environments rather than treating the framework as a theoretical process catalogue. The programme also addresses process improvement, service lifecycle management, cross-functional coordination, performance management, and the relationship between eTOM, OSS/BSS, automation, and modern digital telecom operations.

Learning Objectives

  • Analyse the role of service management within modern telecommunications operations.
  • Understand the structure, principles, and process domains of the eTOM framework.
  • Map telecom service processes across fulfilment, assurance, billing, and customer operations.
  • Analyse relationships between customer, service, resource, and enterprise processes.
  • Apply eTOM concepts to structure telecom operational processes.
  • Identify process ownership, inputs, outputs, dependencies, and handoffs.
  • Evaluate service management processes against operational and customer requirements.
  • Develop performance measures for telecom service and process management.
  • Identify process gaps, duplication, bottlenecks, and control weaknesses.
  • Improve cross-functional coordination between business, service, network, and support teams.
  • Connect eTOM process structures with OSS/BSS environments and automation initiatives.
  • Develop practical process improvement and service management plans.

Who Should Attend

This programme is designed for Telecom Service Managers, Operations Managers, OSS/BSS Professionals, Telecom Engineers, Network Operations Professionals, Service Assurance Specialists, Process Managers, and Telecom Architects. It is also suitable for IT and Service Management Professionals, Business Process Managers, Digital Transformation Professionals, Solution Architects, Project Managers, and professionals involved in telecom process design, governance, optimisation, or operational transformation. The programme is particularly relevant to telecom operators and service providers seeking to standardise processes, improve service quality, strengthen operational governance, optimise OSS/BSS interactions, and establish a structured approach to service management.

Learning Outcomes

  • Explain the purpose and structure of the eTOM framework in telecom environments.
  • Identify major eTOM process groupings and their operational relationships.
  • Map customer, service, resource, and enterprise processes across the telecom lifecycle.
  • Analyse fulfilment, assurance, billing, and service management processes.
  • Define process ownership, inputs, outputs, dependencies, and handoffs.
  • Apply eTOM principles to document and structure telecom processes.
  • Identify process inefficiencies, duplication, bottlenecks, and control gaps.
  • Develop relevant KPIs for service and process performance.
  • Evaluate service management processes against customer and operational requirements.
  • Connect process architecture with OSS/BSS functions and system interactions.
  • Develop improvement opportunities using process analysis and performance evidence.
  • Build a practical telecom service management and process improvement roadmap.

Course Outline

Day 1

Telecom Service Management Fundamentals

  • Principles of telecom service management
  • Service lifecycle and operational management
  • Customer, product, service, and resource perspectives
  • Service fulfilment, assurance, and billing
  • Service quality and customer experience
  • Operational processes and organisational responsibilities
  • Service management roles and process ownership
  • Cross-functional service dependencies
  • Service performance and operational governance
  • Practical Application: Map the lifecycle of a telecom service and identify the key operational processes involved
Day 2

eTOM Framework Structure & Process Architecture

  • Purpose and evolution of the eTOM framework
  • eTOM process architecture and hierarchical structure
  • Strategy, infrastructure, and product processes
  • Operations processes
  • Enterprise management processes
  • Customer relationship and service management processes
  • Resource and network-related processes
  • Process interactions and dependencies
  • Process decomposition and level-based analysis
  • Practical Application: Build an eTOM-based process map for a selected telecom service provider
Day 3

Fulfilment, Assurance & Billing Processes

  • Service fulfilment processes
  • Order management and service provisioning
  • Resource allocation and service activation
  • Service assurance and fault management
  • Performance monitoring and service quality
  • Customer issue and complaint management
  • Billing and revenue-related processes
  • Process handoffs across fulfilment, assurance, and billing
  • Identifying operational gaps and process failures
  • Practical Application: Map an end-to-end fulfilment, assurance, and billing process using eTOM principles
Day 4

Process Governance, KPIs & OSS/BSS Alignment

  • Process ownership and governance
  • Defining process inputs, outputs, and responsibilities
  • Process performance indicators
  • Service-level and operational performance measurement
  • Process maturity and capability assessment
  • Connecting eTOM processes with OSS/BSS functions
  • System interactions and process automation
  • Data flows and operational dependencies
  • Process risks, controls, and escalation mechanisms
  • Practical Application: Develop a process governance and KPI framework for a telecom service environment
Day 5

Process Optimisation & Digital Service Transformation

  • Process analysis and improvement methodologies
  • Identifying duplication, bottlenecks, and inefficiencies
  • Process standardisation and simplification
  • Automation and intelligent process orchestration
  • Digital service management
  • Cloud-based and API-driven operating environments
  • eTOM application in OSS/BSS transformation
  • Process performance reviews and continuous improvement
  • Building a service management transformation roadmap
  • Final Workshop: Develop an integrated Telecom Service Management and eTOM Improvement Plan covering process architecture, fulfilment, assurance, billing, governance, KPIs, OSS/BSS alignment, automation opportunities, and transformation priorities

Upcoming Dates

Selected date

Barcelona · 22 – 26 Mar 2027 · Classroom

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IstanbulScheduled
2 – 6 Nov 2026€5,300—
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Kuala LumpurScheduled
9 – 13 Nov 2026€4,700—
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LisbonScheduled
16 – 20 Nov 2026€6,000—
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LondonScheduled
23 – 27 Nov 2026€5,800€5,220until 2 Nov
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MadinahScheduled
30 Nov – 4 Dec 2026€4,800€4,320until 9 Nov
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MadridScheduled
7 – 11 Dec 2026€6,000€5,400until 16 Nov
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MakkahScheduled
7 – 11 Dec 2026€4,800€4,320until 16 Nov
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ManamaScheduled
14 – 18 Dec 2026€5,300€4,770until 23 Nov
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MarbellaScheduled
21 – 25 Dec 2026€6,000€5,400until 30 Nov
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MilanScheduled
28 Dec 2026 – 1 Jan 2027€7,000€6,300until 7 Dec
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MunichScheduled
4 – 8 Jan 2027€6,000€5,400until 14 Dec
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MuscatScheduled
11 – 15 Jan 2027€6,300€5,670until 21 Dec
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OnlineScheduled
17 – 21 Jan 2027€2,700€2,430until 28 Dec
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ParisScheduled
18 – 22 Jan 2027€6,700€6,030until 28 Dec
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RiyadhScheduled
25 – 29 Jan 2027€4,800€4,320until 4 Jan
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RomeScheduled
1 – 5 Feb 2027€7,000€6,300until 11 Jan
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SalalahScheduled
8 – 12 Feb 2027€6,300€5,670until 18 Jan
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TunisiaScheduled
15 – 19 Feb 2027€4,300€3,870until 25 Jan
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ViennaScheduled
22 – 26 Feb 2027€6,400€5,760until 1 Feb
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ZurichScheduled
1 – 5 Mar 2027€5,800€5,220until 8 Feb
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AmmanScheduled
7 – 11 Mar 2027€4,000€3,600until 15 Feb
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AmsterdamScheduled
8 – 12 Mar 2027€6,000€5,400until 15 Feb
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BakuScheduled
15 – 19 Mar 2027€5,300€4,770until 22 Feb
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BarcelonaScheduled
22 – 26 Mar 2027€6,000€5,400until 1 Mar
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CairoScheduled
29 Mar – 2 Apr 2027€3,800€3,420until 8 Mar
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CasablancaScheduled
5 – 9 Apr 2027€4,700€4,230until 15 Mar
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DammamScheduled
12 – 16 Apr 2027€4,800€4,320until 22 Mar
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DohaScheduled
19 – 23 Apr 2027€4,700€4,230until 29 Mar
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DubaiScheduled
25 – 29 Apr 2027€4,700€4,230until 5 Apr
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GenevaScheduled
26 – 30 Apr 2027€7,300€6,570until 5 Apr
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Available in: Istanbul · Dubai · London · Riyadh · Doha · Amsterdam

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