Table 2.

eTOM process flow (Czarnecki and Dietze, 2017).

Process Domain	Use Cases	eTOM Process Flow
Customer-Centric	Request information	“request to answer” (R2A)
	Buy a product	“order to payment” (O2P)
	Using the product	“usage to payment” (U2P)
	Change existing contracts/service	“request to change” (R2C)
	End the existing contract/service	“termination to confirmation” (T2C)
	Report a technical problem	“problem to solution” (P2S)
	Report a commercial complaint	“complaint to solution” (C2S)