TM Forum Community

Hello everyone,

I am from Viet Nam.

I am currently working on developing a service-oriented SOC process and would like to get insights from experts in this community.

At present, our SOC has established processes such as event management, incident management, problem management, change management, field operations management, maintenance management, and resource management. However, these processes are primarily focused on network and infrastructure operations rather than service-centric operations.

To shift towards a service-oriented approach, I am planning to add:

1. KQI Event Management, to monitor service quality degradation and analyze its impact.
2. Service Segmentation, to identify the affected service segment before triggering incident or problem management.
3. Continuous Optimization Process, to ensure that service quality improves over time.

Does this approach align with TM Forum's best practices and the frameworks suggested by major vendors like Huawei and Ericsson? Am I missing any key components in transitioning SOC from a network-centric to a service-centric model?

I would greatly appreciate any insights or feedback from the community!

Thank you! 🚀