Process Modeling and Simulation of the Service Configuration and Activation Process: An eTOM-Based Case Study

The increasing complexity of operations in the telecom sector is a consequence of fast-paced technology advancements, diversification of services and growing customer expectations for quality and speed of service. In this respect, the competitiveness and performance of the organization now depend on increasing operational efficiency. In this context, service configuration and activation are decisive procedures that guarantee the shift from client requests to the efficient provision of telecommunications services. The purpose of this paper is to use the enhanced Telecom Operations Map as a reference framework for organizing operational processes in order to analyze the service configuration and activation process. In order to improve overall operational efficiency and reduce execution times, the process is analyzed in its current state and redesigned into an optimized version.

Business process modeling and simulation form the basis of the research methodology. Bizagi, a specialized process modeling and simulation tool, was used to model the examined process using Business Process Model and Notation. The two scenarios AS-IS and TO-BE have been simulated to compare the performance of the processes. The comparison shows the effect of the proposed changes on the service activation time and resource utilization. The findings show that operational inefficiencies can be found and evidence-based optimization decisions are supported by process modeling and simulation. The main contribution of this paper is the proposition of an effective and practical operational model for service configuration and activation, which can be used by telecom operators to improve customer satisfaction and operational performance. The model was tested by simulation.