Integração de processos e TOM-ITIL para provedores de serviços de telecomunicações e TOM e clientes ITIL V3

AUTOR(ES)
DATA DE PUBLICAÇÃO

2008

RESUMO

The reality for communication service providers has changed in the past decades. They left their former role of voice service providers based on wired networks to enter into a highly competitive market by providing a wide service portfolio and technological innovations that have changed the business model. On the other hand, corporate customers are becoming more and more demanding, as Information Technology services left their co-starring role to become the intrinsically connected to businesses, which made this market become more sophisticated, since an increasing number of companies adopt the ITIL Information Technology Infrastructure Library model in their internal processes. ITIL Version 2 already established the concept of focus on the customers business. In 2007, the new ITIL version brought the concept of service lifecycle and expanded the business perspective. This work encompasses a hypothetical example, in which a corporate customer, with internal processes grounded in ITIL Version 3 executes a service provision agreement with a provider having its processes based on the eTOM model. We will analyze if the eTOM will be able to fulfill the requirement demanded by the eSCMCL- eSourcing Model for Client Organizations, from the Carnegie Mellon University: Managing relatioships between clients and service providers to ensure that commitments are met.

ASSUNTO(S)

itil telecomunicacoes etom etom itil terceirização de ti convergência convergence outsourcing

ACESSO AO ARTIGO

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