Telekomunikacijsko tržište doživjelo je značajne promjene u posljednja dva desetljeća. Novi poslovni modeli, inovativne usluge i tehnologije zahtijevaju reinženjering, transformacije i standardizaciju procesa sukladno brzom razvoju i promjenama u telekomunikacijskoj, IT industriji i uslugama za korisnike. Okviri za reinžinjering podržavaju transformaciju određivanjem metoda, postupaka i referentnih modela prema specifičnim potrebama organizacije. Enhanced Telecom Operation Map (eTOM) kao međunarodno prihvaćeni okvir referenca poslovnih procesa, temelji se na određenim osobinama i zahtjevima telekomunikacijske industrije. Međutim, ovaj referentni okvir nudi samo hijerarhijski zbirku procesa na različitim razinama apstrakcije. eTOM može pomoći poduzećima u procesu transparentnog restrukturiranja i redizajna svojih poslovnih procesa. Ovaj rad ukazuje na primjenjivost i korisnost eTOM okvira u studiji slučaja na primjeru hrvatske telekomunikacijske tvrtke Hrvatski Telekom d.d. Svrha redizajna je unaprijediti procesne tokove, sigurnost poslovnih informacija, te komunikacijske procese unutar i izvan organizacije.

The telecommunication market is experiencing substantial changes in the last two decades. New business models, innovative services, and technologies require reengineering, transformation, and process standardization according to fast development and changes in telecommunication, IT industry and services for the users. Frameworks support the transformation by specifying methods, procedures, and reference models according to the specific needs. Enhanced Telecom Operation Map (eTOM) offers an international reference process framework, based on specific features and requirements of the telecommunication industry. However, this reference framework only offers a hierarchical collection of processes on different levels of abstraction because a control view in terms of a sequential ordering of tasks and hence a real process flow as well as an end-to-end view on the customer are missing. With reference process flows, eTOM can assist companies in achieving a structured and transparent re-structuring and re-design of their processes. This paperwork demonstrates the applicability and usefulness of eTOM framework in case study for Croatian telecommunication company Hrvatski Telekom d.o.o. and evaluate them by means of criteria for reference model evaluation. Purpose of redesign is to improve proces flows, business information security and also telecommunication within and out of organization. All of these issues are given as a task in this research mission.