Hello, Since graduating from University in 1997; I have worked on projects across a number of industry verticals; I found the telecommunications sector to be one of the most interesting. Perhaps this is due to the extremely complex underlying technologies that operate under the bonnet. But what is it that has helped the industry plan and deliver well? I believe a key enabler and no doubt there are others alongside this has been the development and implementation of the eTOM framework. Let me go over this a bit within this article. There is a bit of history where the telecom industry was in a somewhat chaotic state during the transition from being an engineering-oriented discipline during the early eighties to a more mature business and customer-oriented discipline with the passing of time. A dearth of a pervasive yet integrated approach to define the DNA of this sector was identified. Another realisation was the pivotal role of processes within...