eTOM is a standard framework that is defined in telecommunication business processes area. It contains of three phases, 1. Operations 2. Infrastructure, Strategy and Product 3. Enterprise Management. The goal of this paper is to enrich the processes in operations phase included of service assurance and fulfillment and to increase customer retention and loyalty and SLA fulfillment. For this purpose some processes in DSS domain of COBIT5 is introduced and mapped in different area of eTOM operations phase.
