Producing a new model for the eTOM standard through an empirical study
eTOM is the most popular standard for managing IT processes in the telecommunication industry. Most Telecom operators have maintained their processes by using this standard. With today's increase of services that are provided by Telecom operators, this standard requires an upgrade with new processes. In this way, Telecom operators can provide better services to end users. The aim of this paper is to introduce a new and improved model for eTOM standard through the results of an empirical study in students, regarding quality of services Telecom operators provide. The emperical survey took place at the University of Ioannina in Greece. The results showed certain disadvantages in the current business processes of Telecom operators. In conclusion, the paper presents a new and improved proposal for eTOM standard which includes new processes from previous done research.