ETIS Annual Report 2012 I 2013

Sharing Knowledge is our Strength!

CIO Executive Forum I Information Security I Enterprise Architecture I Customer Self-Service I Business Intelligence & Data Warehouse I Procurement & Vendor Management I TeBIT Benchmarking I Anti-SPAM I Billing & Revenue Management I CERT Telco Network ETIS Annual Report 2012 I 2013

Sharing Knowledge is our Strength! TABLE OF CONTENTS FOREWORD

Table of contents Foreword It gives me great pleasure to introduce the 2012-13 ETIS Annual Report, which sets out for our members and the general public what ETIS has achieved in the past twelve months as well as our future plans. This year’s Annual Report is all about capturing the dynamic quality that permeates every working group and the progress made towards our strategic goals. It has been another busy year for ETIS, with many achievements and successes for our community. Despite the overall financial situation in still stagnating, I am very pleased to note that our attendance levels during the past reporting year have been more than encouraging. ETIS has held close to 20 Working Group meetings and that is without taking into account our annual ETIS Community Gathering. This report demonstrates how ETIS is built on the energy and drive of its members and their willingness to share knowledge which has kept ETIS going strong for over 20 ETIS Council 4 years now.

Management Board 6 Set in the historic centre of , in contrast to the that together we will be able to build on Telefonica’s early Central Office 8 landmarks of the past, the ETIS Community Gathering engagement and expand their participation further to other 2012 addressed a future-facing and highly current topic ETIS groups as well. Joining ETIS as an Associate Member, of ‘The role of the Telcos in the Internet of Things’. The has been active in our community for many years New Members 10 inspiring Common Session connected the whole ETIS as a daughter company of and we hope community for a peak into the not-so-distant future and will continue to do so now as a formal member. Together, ETIS Events 12 business opportunities in a world where almost everything is both companies bring extra knowledge and expertise to our connected and constantly communicating. It is important to Membership base and we look forward to a long and fruitful CIO Executive Forum 14 note that M2M has also been actively discussed in many of collaboration. the working groups as well. This highly successful event was I also wish to extend my heartfelt thanks to all members attended by 160 participants from 52 different companies Information Security, Anti-SPAM & CERT 16 who have hosted the various ETIS meetings over the course to network, discuss, and share knowledge on key ICT issues of the last year. Not only have they welcomed us and given facing the Telecom industry today. Billing & Revenue Management 18 us access to their facilities, but have also taken the time and The beginning of the new year also saw the birth of a new effort to introduce us in more depth to their companies and Customer Self-Service 19 ETIS Working Group which brought together the CERT and home cities, which is always appreciated by all participants. SOC experts from our member companies to launch the ETIS We would also like to thank each and every one of our CERT-SOC Telco Network. The group has been exceptionally members for their ongoing commitment to ETIS and their Enterprise Architecture 20 active since its inception holding regular bi-weekly interest in sharing best practices and experiences with intelligence-sharing conference calls to maintain close contact their peers. Last but not least, I would also like to take this TeBIT Benchmarking Study 21 and encourage sharing of expertise and information in the opportunity to thank all of our Working Group Chairmen ever-evolving environment of cyber threats. Throughout who volunteered their time and leadership to help provide Procurement & Vendor Management 22 the year we have also maintained our usual benchmarking direction and move our groups forward. activities and increased our ability and tools to conduct It is important to remember that ETIS is a member-driven studies and surveys of various depth and focus, as well as Business Intelligence & Data Warehouse 23 organisation and it is the members who decide upon the key compile relevant best practices. Complementing the physical issues discussed and covered by ETIS. Our slogan has always meetings, these additional core ETIS activities have proven to Communications Road-Map 24 been ‘Sharing knowledge is our strength’ but using the be the best ways to capture the knowledge exchanged in the knowledge is clearly yours! working groups. ETIS Members, Associates & Partners 26 Yours sincerely, Continuing the expansion of our community, I am pleased to welcome Telefonica Czech Republic as our latest member. About ETIS 28 Currently active in the Enterprise Architecture working Tora Tenden group, they already hosted a meeting in Prague. We hope ETIS Chairman

2 I ETIS Annual Report 2012 I 2013 ETIS Annual Report 2012 I 2013 I 3 ETIS COUNCIL ETIS COUNCIL

Council Report “ETIS Council members are uniquely placed to understand the challenges and opportunities facing the organisation and to be actively involved in shaping the future strategy and priorities of ETIS. ETIS relies on the know-how and commitment of the Council to help define working groups and surveys, suggest new hot topics and create compelling agendas”

Tora Tenden ETIS Chairman Tora Tenden Andreas Asimomitis Wim De Meyer Kees Stok ETIS Chairman OTE Belgacom KPN since May 2002 Secretary Treasurer & Council Council Member Council member Member since April 2007 since October 2007 since May 2009

The main responsibility of the Council is to ensure The Council also collaborated closely together when the effective management of ETIS, allowing the assessing the ongoing activities of the organisation and organisation to provide benefits to its member successfully re-affirmed the go-ahead for the official companies by enabling the exchange of experience launch of a new working group: the ETIS CERT-SOC Telco and information on the use of IT within the telecom Network. business. The Council has, by the authority of the Management Board, the necessary executive powers The Council’s involvement was essential in organising the two Management Board meetings run concurrently for the actual management of the ETIS foundation. Dr. Michael Damarowsky Luca Franco Varvello Armin Sumesgutner Jens-Erik Ebbesen with the CIO Executive Forums kindly hosted by Deutsche Deutsche Telekom Telecom Italia A1 Telekom Austria TeliaSonera In the past year, the Council held four meetings via Telekom and OTE. The Council’s proactive approach was Council Member Council Member Council Member Council Member conference call and a physical meeting in Brussels. also crucial to developing the agendas for both of those since February 2010 since May 2011 since May 2011 October 2011-12 meetings as well as the inspiring Common Session during Council members the ETIS Community Gathering 2012. Last but not least, This year, only one election took place and Dr. Michael the Council members assisted in establishing new criteria ETIS Values Damarowsky from Deutsche Telekom was re-elected and questions for the 2012 ETIS TeBIT Benchmark Survey as Council Member for a two-year period. During this and its subsequent Executive Report. Below is an overview of the core values that are the reporting period, Jens-Erik Ebbesen from TeliaSonera also guiding principals behind all ETIS activities: stepped down as an ETIS Council Member.

ETIS Activities & events • ‘Sharing Knowledge is our strength’ is our slogan • The possibility to actually know the other participants in The Council used the physical meeting in Brussels to and guiding principle. the working groups and build a relationship and mutual thoroughly review all ETIS activities and receive an in-depth • The type of knowledge shared in ETIS is non-competitive trust, is an important facilitator for knowledge sharing in briefing on the various projects, surveys, and benchmarks information on the effective use of IT in Telcos and best ETIS. That implies that working groups are limited in size. being undertaken across the Working Groups. The ETIS practices that are of benefit to the whole industry and in • The ETIS membership is governed by a confidentiality Communications Roadmap for the period 2013-2015 was line with the Anti-Trust regulations. agreement and members understand that the also established and approved during the meeting and will • The type of knowledge and information shared in ETIS information shared is confidential. have a major impact on the website, the Members Corner is based on real-life experiences that go well beyond the • ETIS is a member driven organisation and it is the as well as the overall ETIS online presence. A fruitful theoretical models covered in other industry bodies. members who decide on the topics and activities to be discussion regarding the organisation’s KPIs which measure • ETIS activities are created by telcos, for telcos resulting in covered. the overall performance of ETIS resulted in a number of very actual and targeted knowledge. • ETIS is recognized as an organisation that delivers high modifications to the existing indicators. • Sharing knowledge implies that one has to both give and quality services and reacts fast to members’ requests. receive. All members are expected to contribute to the process of knowledge sharing, either as a source or as a reviewer.

4 I ETIS Annual Report 2012 I 2013 ETIS Annual Report 2012 I 2013 I 5 43rd MANAGEMENT BOARD MEETING 44th MANAGEMENT BOARD MEETING

43rd Management Board Meeting 44th Management Board Meeting

The ETIS Management Board gathers twice a year ETIS held its 43rd Management Board ETIS held its 44th Management Board and handles the various administrative matters meeting which was hosted by Deutsche meeting in Athens, on 17 October Telekom in Bonn on 31 May 2012. The 2012, kindly hosted by OTE. This was such as defining the budget. The Board also meeting focused on the ETIS strategy, organised in conjunction with the ETIS oversees the working groups' progress together administrative matters and the election Community Gathering event. The Board with approving new activities, events and of Council Members. During this Management Board Meeting consisted of administrative and financial matters membership applications. The Board consists of meeting, Dr. Michael Damarowsky was unanimously re- and a report on ETIS activities. elected as Council Member for another two-year period. representatives from all Telecom companies who The Board took the time to discuss the ETIS Strategy The Management Board decided to run the next Autumn are members of ETIS. The Management Board for 2012-2014 and reviewed the ETIS KPIs for 2011. Board meeting as a working dinner and gave the Council also elects a Chairman and Secretary-Treasurer These were both subsequently approved by the Board. the mandate to prepare the budget for 2014-2015 in and Council Members for a two year period. The Board also discussed the ETIS ‘IT Applications February 2014 and then submit this to the Board for sign Transformation Plans 2012’ survey. off. This new format for the Fall Board meeting would The Board authorises the formation of Working focus more on the valuable Working Group updates from Groups, with specific responsibilities to pursue The Central Office presented the ETIS Deliverables such as the Chairs thus taking advantage of their attendance at these topics. the various benchmarking studies, surveys, best practices the ETIS Community Gathering. and reports as well as all the presentations and minutes from our various meetings which are hosted on the The ETIS Management Board also approved the Members Corner. Membership for Telefonica Czech Republic as a daughter company of Telefonica and the Associate Membership of The ETIS Board in front of the Acropolis after the Board meeting in Athens The Board also had a lively discussion regarding the Detecon as a daughter company of Deutsche Telekom. importance of the Working Groups and the free flowing Last but not least, all of the Working Group Chairmen information that is exchanged during these meetings. presented an overview of their respective working group’s It was also noted, during this discussion, that the activities during the past year as well as their future plans. Management Board members really need to keep track of the various issues discussed at the Working Group level The Central Office also presented the Annual Report 2011- and the meeting summaries provided by the Central Office 2012 together with the ETIS Activity Calendar including are of great value to them. all ETIS Working Group meetings which were planned for 2013. The Board Members took the opportunity to network and update each on their company’s overall organisational structure, transformation plans and future perspectives.

The ETIS Board at Beethoven’s house after the Board meeting in Bonn

6 I ETIS Annual Report 2012 I 2013 ETIS Annual Report 2012 I 2013 I 7 ETIS CENTRAL OFFICE ETIS CENTRAL OFFICE

Central Office Member Participation Levels in ETIS Working Group Meetings & Gatherings 2003-2012 “One of the main tasks of the Central Office is organising the numerous Working Group meetings, 662 Management Board meetings and CIO Executive Workshops as well as the ETIS Community 641 642 Number of Participants 577 608 Gathering. Despite the travel restrictions hitting many of our members, the participation levels 563

at our various meetings has been consistent and has also proven how important the ETIS website, 523 Members’ Corner is as a means to obtaining and sharing information between meetings.” 465 Terje Tondel Managing Director, ETIS Central Office 328

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2003 2004 2005 2006 2007 2008 2009 2010 2011 2012

Upgrade Website & Members’ Corner ETIS Participation

Following a thorough review of the state of ETIS’ One of the tasks of the ETIS Central Office is to maintain communications and collaborations tools during the winter links with members and encourage member participation months of 2012, the Central Office engaged in a process in ETIS activities. The following graph shows that there to find new solutions and improvements to the existing has been a healthy increase in activity with our members platforms. The over-arching goal of this exercise was to participating in more working group meetings, workshops identify areas of potential improvement and to bring our and gatherings which is a positive sign that ETIS is growing members an enhanced online community experience in the right direction. Despite the economic crisis and while upgrading the range of functionalities offered by wide-spread travel restrictions, 2012 continued to show the current Members Corner. After selecting a new online impressive attendance levels. Eirini Markoula Fred Werner Terje Tøndel Lukas Szabo Joanna Fitzgerald community and website management provider, much Benchmarking Project Communications Managing Director Communications Office Manager of 2013 has been spent fully developing and preparing ETIS Central Office Renovation Co-ordinator & Programme Director & Project Co-ordinator the new Members Corner. We are expecting major improvements to be available to the ETIS community The Central Office is a permanent group of personnel A lot of effort was also put towards the organisation of especially in areas such as : employed by ETIS to provide stable administrative the various working group meetings, Management Board • online collaboration, networking, event and information support, management, project co-ordination, internal meetings, Council Meetings and CIO Executive workshops management and external communications and information to all over Europe, together with the organisation of the ETIS • easier on-the-go access through a mobile-friendly and facilitate the activities of the Management Board, the Community Gathering. scalable website and iPhone app Council and Working Groups. • improved security and access management Members of the Central Office also attended various • constant updates allowing for future-proofing of our To support the communications, marketing and project external meetings (MICE Forum in Oslo, EIBTM in organisation’s online presence. management functions as well as the future application Barcelona). Fred and Lukas also made the keynote of new tools, in September 2012, the ETIS Central Office presentation at the Association Management Congress in Last but not least, the advantage of having a streamlined added a new member by hiring Lukas Szabo. Lukas has London where they presented the ETIS communications and integrated system should improve the internal working The Central Office, which has been located in the same a wide-ranging academic background in History, Political strategy to other associations. Terje also attended the efficiency of the Central Office. premises for the past nine years, underwent a full “make Science, Quantitative Analysis and Higher Education Quest Forum conference and explored some ideas for over”. This has resulted in a much more pleasant and Management and joined ETIS on the heels of traineeships new network and customer performance benchmarks efficient working environment that is conducive to sharing with the European Commission and the Academic conference. knowledge. The renovation effort was led by our Office Cooperation Association. Manager, Joanna.

8 I ETIS Annual Report 2012 I 2013 ETIS Annual Report 2012 I 2013 I 9 NEW MEMBERS NEW MEMBERS

New Members

ETIS Community Gathering 2012 SPONSORS

New Associate Member - DETECON Each year the ETIS Associate members have the possibility of obtaining more visibility vis à vis our Members by Detecon has joined ETIS as an Associate Member. For helping to support the ETIS Community Gathering. some time now, Detecon has been an active member and This year’s gathering was kindly sponsored by Ericsson as contributor to the Enterprise Architecture Working Group Gold sponsor. SAP, Tribold, Amdocs and Microsoft Hellas and is looking forward to further sharing its knowledge as Silver Sponsors, Kampyle were Bronze sponsor and we and best practices with other experts from the major had four Copper sponsors: NetClean, Qlikview, cVidya and European telecommunications providers. Detecon is Civitta. particularly glad to have the opportunity to engage with New Member trial membership - Orange the active ETIS Working Groups which cover a great range TELEFONICA CZECH REPUBLIC of different IT and business topics. During the previous reporting period, Orange has joined ETIS is pleased to announce that Telefonica Czech Republic ETIS on a trial membership basis. Orange is active in the Detecon lists some of the following reasons for joining became a member in 2012. Telefonica Czech Republic Information Security domains and in February 2013 kindly ETIS: is active in the Enterprise Architecture and Information hosted the ETIS Anti-SPAM Working Group meeting • sharing knowledge with other experts Security Working Groups and has already hosted a in Paris. Mathieu Girol is a long-time member of the • contact with the major telecommunications providers meeting for the EA group. Anti-Spam core team and currently holds the Vice-Chair in Europe position. Orange is also participating in the ETIS CERT-SOC • access to best practices, benchmarking and ETIS About Telefonica Czech Republic Telco Network and recently joined the Billing & Revenue Information Services Management Working Group meeting in Krakow. • the active working groups cover a wide range of Telefónica Czech Republic is a major integrated operator in IT & business Topics. the Czech Republic. It is now operating more than seven About Orange million lines, both fixed and mobile, making it one of the About Detecon world’s leading providers of fully converged services. Orange is one of the world’s leading telecommunications The organisation offers the most comprehensive portfolio operators with sales of 43.5 billion euros in 2012 and Detecon is one of the world’s leading consulting of voice and data services in this country. It is paying has 170,000 employees worldwide at 31 March 2013, companies for ICT management consulting. Our services special attention to the exploitation of the growth including 104 000 employees in France. Present in 32 focus on consulting and implementation solutions potential, particularly in the data and Internet sector. countries, the Group has a total customer base close which are derived from the use of information and Telefónica Czech Republic operates the largest fixed and to 230 million customers at 31 March 2013, including communications technology (ICT). They encompass mobile network including a 3rd generation network, 172 million mobile customers and 15 million broadband classic strategy and organisation consulting as well as the CDMA (for data), and UMTS, enabling voice, data and internet (ADSL, fibre) customers worldwide. Orange planning and implementation of complex, technological video transmission. Telefónica Czech Republic is also a is one of the main European operators for mobile and ICT architectures and applications. Detecon’s expertise notable provider of ICT services. broadband internet services and, under the brand Orange bundles the knowledge from the successful conclusion Business Services, is one of the world leaders in providing of management and ICT consulting projects in more Telefónica Czech Republic is part of Telefónica Europe telecommunication services to multinational companies. than 160 countries. Detecon is a subsidiary of T-Systems within the global Telefónica group. International, the business customer brand of Deutsche Telekom.

10 I ETIS Annual Report 2012 I 2013 ETIS Annual Report 2012 I 2013 I 11 ETIS EVENTS ETIS EVENTS

ETIS Community Gathering 2012 "Thanks for an excellent organised conference! I and my Ericsson colleagues are very impressed that “Just a comment on the nice calendar: Impressive! Good looking and impressive to have all the you were able to handle the unforeseen problems in Athens that became a threat to the meeting. meetings and dates in! I have noted some of them in my calendar.”

The outcome was very good – at the same professional level that the ETIS conferences normally are. Torkel Norda Thanks!”. IPSoft

Harald Stubert Ericsson

This year, ETIS members met in Athens on October 18/19 “I would like to thank ETIS for organising such to share and exchange knowledge at the ETIS Community a great event. It is really good to bring so many Gathering 2012. The theme of the Gathering was ‘The different people together to discuss hot topics.” role of Telcos in the Internet of Things’. The Gathering was also held in conjunction with the 44th Management Katy Collins Board meeting kindly hosted by OTE. This successful event Big Machines brought together 160 participants from 52 companies to share knowledge on key ICT issues facing the Telecom industry. The remainder of the Gathering was dedicated to parallel sessions for seven ETIS Working Groups: Information Security, Enterprise Architecture, Billing & Revenue The Gathering opened with a common session centered Information Security members at the coffee break on the opportunities, challenges and implications of Management, Procurement & Vendor Management, the forecasted expansion of M2M technology for Telco Business Intelligence & Data Warehouse and Customer operators. The keynote presentation was made by Jürgen Self Service. The Gathering also featured a CIO Executive

Some ‘mind-reading’ with Tora Tenden, ETIS Chairman Hase, VP M2M Competence Center of Deutsche Telekom, Workshop that focused on ‘The ‘Internet of Things’ and & Peter Jartby, Ericsson CIO and showed how they are bridging ICT and the core Telco Implications for CIOs’ as well as ‘Strategic IT Governance business to develop their ‘Internet of Things’ strategy. in Telcos’ and ‘Innovation & New Revenue Possibilities for The morning session also showcased presentations on Telcos’. our members’ M2M platforms, visions for a networked society and the resulting IT implications. Rounding off the The two-day event was an ideal opportunity for all of morning was a panel session composed of ETIS Working the members, associates, partners as well as the working Group Chairmen who shared how M2M is affecting their groups to get to know one another, learn about each areas of work from a Security, Billing and a Customer other’s activities, plans and expectations and above all, ETIS Gathering welcome board KPN colleagues networking Self-Service perspective. During the course of this share knowledge. common session participants were also entertained by our “InfoTainer” who captured the audience’s attention by his The ETIS Gathering dinner was held at the Ioannis use of “mathematics”. Roof Top restaurant of the Royal Olympic hotel which guaranteed wonderful views of Athens by night.

The Gala drinks reception in the Panorama Room on the “Thank you for the excellent / efficient final afternoon of the Community Gathering. This room preparation and on-site support (as usual) also offered great views of the Greek capital. This enabled to the attendees.” extra networking for those of our Members who travelled back later that evening or weekend. During this farewell Benoît Godenir reception the official photographs from the Gathering Belgacom Thinking about M2M at the ETIS Gathering Common Session were projected. The Gala Drinks reception on the roof top garden of the hotel

12 I ETIS Annual Report 2012 I 2013 ETIS Annual Report 2012 I 2013 I 13 CIO EXECUTIVE FORUM CIO EXECUTIVE FORUM

CIO Executive Forum “Standing in isolation, even the most competent CIOs and IT leaders are like computers not connected to the network. Today in order to achieve our results, execute our strategy and improve business performance we depend more and more on a solid network of experts where sharing experiences, best-practices, main challenges of the industry. ETIS is one of the ways to achieve this.”

Luca Varvello Head of AD Architecture Telecom Italia & ETIS Council Member

Dr. Michael Damarowsky, VP IT Europe & Karl Kornwolf, Corporate IT CIO Executive Workshop networking break Director from Deutsche Telekom opening the Workshop

The CIO Executive Workshop series has been running to help create the link between M2M and IT whilst helping and that cost cutting and increased efficiency are the since 2003 and is one of the cornerstones of ETIS. The the relevant stakeholders with the CIOs. way forward. Some new potential growth areas in which forum provides a unique opportunity for CIOs from investment should be made were then discussed. the telecommunication providers, to share knowledge The second session focused on ‘Strategic IT Governance and experiences, and to discuss the current challenges, in Telcos’ which was a follow-up to the discussions held The Members noted that the forum provides a unique such as the use of IT to enable real transformation of during the Spring CIO Executive Workshop in Bonn. The opportunity for CIOs from the telecommunications companies. conclusions of this second session’s roundtable led to industry to regularly share the knowledge and experiences the insight that you always need to get the support and and to discuss current challenges that they all face in their CIO Executive Workshop – Bonn buy in of the local people if you are to succeed in your daily work. governance strategy. It is very important to retain the ‘best The CIO Executive Workshop was hosted by Deutsche people’ when acquiring new businesses as they have a Telekom in Bonn on 1 June. The meeting was attended tendency of leaving when takeovers occur. by 22 participants from 12 companies such as Deutsche Telekom, Belgacom, A1 Telekom Austria, Telefonica, Turk The third and final session addressed ’Innovation & New Telekom, OTE, , Swisscom, Telecom Italia, Magyar Revenue Possibilities for Telcos’. This session’s roundtable Telekom, and Detecon. focused on one key question: Is there any traditional Telco market that is not declining? As expected, this led to the The theme of the CIO Executive Workshop was ‘Strategic conclusion that all traditional Telco markets are declining IT Governance in Telcos’ and looked at the different ways in which Telcos are organising their IT. The morning featured some key member presentations on how they are governing their IT in various scenarios whilst looking at issues such as organisational structures, cross border synergies and in/outsourcing strategies. The second part The CIO Workshop participants at Deutsche Telekom HQ in Bonn of the day focused on a discussion session on Strategic IT Governance which was moderated by Dr. Ralf Helbig, Managing Partner of Detecon International.

CIO Executive Workshop – Athens

The 15th ETIS CIO Executive Workshop focused on ‘The Internet of Things and Implications for CIOs’. This session featured presentations from our members as well as a roundtable discussion featuring some of the speakers from the Common Session. Following this roundtable a decision

was made for ETIS to continue to pursue the topic of M2M Inside the CIO Executive Workshop Networking at the historic Steigenberger Grand Hotel Petersberg, Bonn

14 I ETIS Annual Report 2012 I 2013 ETIS Annual Report 2012 I 2013 I 15 INFORMATION SECURITY INFORMATION SECURITY

Anti-Spam Co-operation Group

Information Security Cyber security and defence have found their way up to the highest management into our organisa- The first one took place in , and was list and black-list policies, Phising and DMARC, email tions. As today’s sophisticated cyber threats are rapidly increasing, it is important to raise aware- kindly hosted by eleven on 20/21 September 2012. authentication and the ETIS Anti-SPAM Best Practices ness that it is not an individual risk but ultimately one that we must share through our communities Summarising the successful meeting, Guido De Vries said: Document. The progress and experiences of the ETIS – and peers. More than ever, the ISWG proves itself to be a great platform for sharing experiences on “It was a pleasure for eleven and myself to host the Anti- Return Path Feedback Loop project which has grown the development of Information Security in our organisations. I’m very eager and excited to see how Spam meeting in Munich and enjoy the modernity and significantly over the past two years were also discussed. tradition of Munich together with our industry friends for the newly created Incident Response (CERT) group is going to be further developed in the future – as constructive discussions and informal networking – we’re ETIS CERT-SOC Telco Network the existing trust between the ETIS members is per definition a key factor to its success! really looking forward to meeting soon again.” Andy De Petter Information Security Governance The CERT-SOC Telco Network is headed by Alan Millar, Belgacom & ETIS ISWG Chiarman As during previous meetings, the main goal was to discuss BT as the Chairman, who is assisted by Andy de Petter, how to reduce spam levels on the Telco’s networks and Belgacom and Hector Ortiz, Swisscom as Vice-Chairs. how to deal with the latest threats. Additionally, the group During this reporting period, the group held one meeting. exchanged information and views on feedback loops, The group’s inaugural meeting took place on 17 January topics covered during the meeting were: Telco Security Phishing, mobile spam, and compromised accounts. The 2013 in Brussels, Belgium kindly hosted by Belgacom. Strategies, Business Continuity Management, ETIS Security meeting also focused on the progress and experiences of KPIs, Mobile Device Survey Results and M2M/NFC security. the ETIS – Return Path Feedback Loop project. The second meeting of 2012 was held during the ETIS Furthermore, ETIS would like to take this opportunity to Community Gathering in Athens. They addressed topics thank Sergio Formicola from Telecom Italia for his excellent varying from Security Strategies, Security Operations job as Chairman of the group during the past four years. Centres as well as the Security Benchmark 2012 to the Internet of Things and cyber & social media security threats. This led to a number of interesting discussions one of which focused on re-igniting the drive behind establishing an ETIS CERT-SOC working group.

The third ETIS Information Security WG meeting for this reporting period was hosted by TDC in Copenhagen CERT Telco Network meeting hosted by BT in Sevenoaks on 7-8 February 2013. The main topics covered in ISWG meeting hosted by TDC in Copnhagen Copenhagen included: Data Leakage Prevention, The meeting provided a new impulse for the working Outsourcing Business Value and Security, Security Baseline, The role of the Information Security Working Group group with participants reaching an agreement on the IPv6 Security and Information Security Awareness (ISWG) is to share knowledge and experiences among rules and modes of collaboration, as well as an extensive Campaigns. The group also discussed the results of members concerning Information Security and related set of proposed actions to be undertaken in the future. two new ETIS surveys on M2M Security, the Security matters and, when relevant, provide requirements Anti-SPAM meeting hosted by Orange in Paris The four main areas of co-operation identified by the Benchmark and Security Awareness Campaigns. to the industry. The group is the only Information members revolve around intelligence, practices, tooling Security group in Europe to concentrate on the The second meeting was held in February 2013 in Paris, and operations. During the meeting the group already ETIS Anti-Spam Co-operation Group telecom market. France and was kindly hosted by Orange together with actively exchanged information on latest activities and Vade Retro. When asked about the meeting, Mathieu Girol incidents on their networks and re-iterated the importance The objective of this working group is to reduce The Chairman of the working group is Andy De Petter from our host Orange said: “I have been participating in of establishing close informal relationships based on trust. the amount of spam and related threats on our from Belgacom and the Vice Chairs are Krzysztof Mueller the ETIS Anti-SPAM meeting for about two years and members’ networks. This is done by sharing best from A1 Telekom Austria, Kurt Sejr Hansen, TDC and I can tell now that I really feel member of the team. Additionally, the group agreed to set up bi-weekly practices and experiences as well as via feedback Richard Kerkdijk, TNO. The group held three physical The group has a very nice atmosphere and it offers us very conference calls which enable all participants to be actively loops and trusted abuse desk partnerships. meetings during the reporting period. good opportunities to exchange information. So I was very involved and updated on what is happening in this rapidly pleased and proud to welcome the meeting to Paris in our evolving landscape of threats. This group is living proof The Chairman of the group is Helge Aksdal from Telenor This first meeting took place in Madrid on 3/4 May Orange facilities.” as to how efficient and dynamic our website must be and the Vice Chairs are Vegar Asmul, Telenor, Frank 2012 and was kindly hosted by Telefonica. The goal to ensure the continuity of information exchange flows Lindberg, TDC, Mathieu Girol, France Telecom/Orange. of the meeting was to discuss how current challenges, This time the main topics on the agenda focused between physical meetings. The Anti-Spam Co-operation Group had two meetings opportunities, strategies and business drivers influencing on exchanging information and views on dirty IPs, during the reporting period. the Information Security environment. Some of the specific botnet suppression, spam trends and statistics, white-

16 I ETIS Annual Report 2012 I 2013 ETIS Annual Report 2012 I 2013 I 17 BILLING & REVENUE MANAGEMENT CUSTOMER SELF-SERVICE WG

Billing & Revenue Management Customer Self-Service “Over the last years, Billing & Revenue Management has been focusing upon real-time rating & “It was my pleasure to host the ETIS CSS Working Group meeting in . Besides sharing charging both in terms of a unique pre- & post-paid charging system for new convergent offers extremely valuable know-how between each other, I always look forward to meeting so many nice and of post-paid online capabilities, such as monthly top-ups and policy control mechanisms. Since and open people. I appreciate being part of this group – not just because of the regular Working about a year, mobile operators have been increasingly offering all-you-can-eat subscriptions, raising Group meetings but also because of the easy access to everyone to share our thoughts and ideas”

serious doubts about the need for the real-time rating & charging processes. Nevertheless, due to Herbert Schoeberl strategic changes and enhancements of product portfolios (e.g. mobile cloud solutions & smart Head of e-business A1 Telekom Austria metering) as well as the quest for ways to manage (and why not, charge) OTTs like Google and Facebook, there are undoubtedly new opportunities to be explored in the near future. The Billing & Revenue Management WG, is the perfect place to explore those opportunities and indulge in the constant inter-exchange of knowledge between billing professionals from all around Europe.”

Christian Miciecki The objective of the working group is to exchange Telenor. The second day was dedicated to mobile strategy Enterprise Architect & BRM WG Vice-Chair knowledge about Customer Self-Service strategies followed by transforming retention techniques into Swisscom and solutions in order to enable ETIS members to acquisition practices and integration of self-care into social succeed with their Customer Self-Service business networks. objectives. The third Customer Self-Service Working Group was held The Chairman of the Group is Gunter Fritsche, DT, and 7/8 March 2013 in Vienna, hosted by A1 Telekom Austria. The objective of the ETIS Billing & Revenue The second meeting took place on 27-28 June 2013, in the Vice Chairs positions are held by Markus Eberhard, This successful meeting brought together 28 participants Management Working Group is to share knowledge Krakow, Poland kindly hosted by Comarch. The Working Swisscom and Frank Timmermans, KPN. The group held to share knowledge and experiences in the area of CSS and best practices on the latest Billing challenges, Group is a unique opportunity for operators to discuss three meetings during this reporting period. from the following companies: A1 Telekom Austria, CYTA, opportunities and strategies as well as the main current billing challenges, opportunities, strategies and Deutsche Telekom, Detecon, KPN, Lattelecom, Swisscom, business drivers influencing the Telcos billing business drivers influencing your billing and revenue On 14-15 June, the Customer Self-Service Working Group TDC and Telenor. environment. More recently the group is covering management environment. This specific meeting was meeting was held in Rome, hosted by Telecom Italia in revenue management and billing fraud issues as used to discuss ‘Telco Billing Strategies & Opportunities’, Rome. The meeting was attended by 29 participants from well. The group is also responsible for maintaining ‘Revenue Assurance Strategies for Telcos’, ‘Managing, the following companies: A1 Telekom Austria, Belgacom, the ETIS Electronic Billing Standards. Monetising & Billing for OTT Services’ and ‘EU Wide Billing Deutsche Telekom, KPN, Lattelecom, Swisscom, TDC, challenges related to e-billing and roaming regulations’. Telecom Italia, Telenor, TeliaSonera, T-Systems and TNO. Apostolos Tsakas, OTE is the Chairman of this group and The topics gave way to discussions encompassing a Christian Miciecki, Swisscom is the Vice-Chair. Following wide variety of case studies, best practices and project The first day was dedicated to sharing information on the ETIS Community Gathering 2011 in Cyprus, Gottfried implementations. online strategies and discussing Sales Key Performance Marschitz, A1 Telekom Austria was elected as the 2nd Vice- Indicators, ending with a presentation on developing Chair of the Group. The Billing & Revenue Management concepts for elderly and disabled people. The second day WG had two meetings during this reporting period. covered a variety of topics such as: Website Redesign, Business Customer Chat, Cost Free Self-Service, Cross/ The first meeting took place during the ETIS Community Up Selling on Fixed Customer Base, Web & Mobile Fault Gathering 18/19 October in Athens. The meeting was Handling and Responsive Web Design. CSS WG meeting hosted by A1 Telekom Austria in Vienna attended by 21 participants from 12 member companies, one ETIS partner and Gathering sponsors. The main The second meeting of the year was held in conjunction The meeting agenda covered a wide range of topics subjects addressed included: with the ETIS Community Gathering 18/19 October such as benchmarks on service and sales KPIs, B2B online • Telco Billing Strategies & Road Maps in Athens, Greece. This meeting was attended by 26 activities, online orientation and web redesign. Mobile • M2M Billing Challenges & Strategie participants from 11 member companies. activities and cross-channel strategies were also discussed • Revenue Assurance, Controls & Fraud and identified as future hot topics for the group. The meeting kicked off with the results of the KPI Survey BRM WG meeting hosted by Comarch in Krakow for Q2 2012. This was followed by various projects, one on SEPA (Single Euro Payments Area) from Deutsche Telekom and another on Object Based Self Service from

18 I ETIS Annual Report 2012 I 2013 ETIS Annual Report 2012 I 2013 I 19 ENTERPRISE ARCHITECTURE WG TeBIT BENCHMARKING STUDY WG

Enterprise Architecture TeBIT “Over the last year we saw Enterprise Architecture teams increasingly asked to support business teams in identifying benefits potentially coming from business opportunities and comparing them Benchmarking Study with costs in order to provide solid justification for the required investments that are becoming harder to obtain approval for due to revenues decreasing. The group is also questioning the role that Telcos could or should play to survive as the scenario around them evolves rapidly in terms of new actors, threats and opportunities (M2M, OTT players, Cloud, new roaming regulations, etc...). The group is experimenting with new ways of exchanging experiences through café sessions, surveys and PoC’s in order to ease and increment knowledge sharing as in the mission of ETIS”

Andrea Ferroni, Chairman EA WG, Telecom Italia

The objective of the Enterprise Architecture group is • EA organisation and main challenges One of ETIS’ main activities revolves around One of TeBIT 2012 key findings is that it is getting harder to identify and share best practice in the development • Project: Agile Product Lifecycle Management. During Benchmarking and Surveys within the working groups to cut costs. and use of Enterprise Architecture techniques in the this session 2 companies were singled out to present which is one of the best ways for our members to share support of the telco industry. their “Proof of Concept in a Box” at the next meeting knowledge, experiences and best practices among The 'low hanging fruit' is gone, or going fast; systems • Service Oriented Architecture themselves. need to be updated,IT architectures changed. Cost The EA working group was chaired by Benoit Godenir, • User Centricity cutting has yet to reach its limit –and continues to be Belgacom with Lage Eriksson, TeliaSonera and Oliver Höft One of our longest running Benchmarking surveys is essential- but the huge reductions we saw last years were DT / Detecon as Vice-Chairs. During the course of this The group then met again in Athens during the ETIS TeBIT - The Telecommunications IT Benchmarking Survey not repeated. While IT expenses did drop overall for the period, Benoit Godenir decided to step down as Chairman. Community Gathering, 18/19 October. This meeting conducted annually by ETIS in co-operation with The survey’s participating companies, most did not manage Andrea Ferroni, Telecom Italia was then appointed addressed, amongst others, the projects currently Boston Consulting Group. TeBIT aims to analyse the cost of costs in line with revenues. The benchmark makes clear, Chairman and there are three Vice-Chairs: Roman Gross- underway in the Working Group. A session was also leading European Telcos, potential relationships between however, that cost cutting is just one lever telco IT units Brunschwiler, Swisscom; Michel Emde, TNO and Nagihan held regarding simplification and cost cutting. This business and IT figures and their drivers, as well as business can pull to help move the business forward. Tulu Tarimci from Turkcell. The EA working group had touched both on the Telco IT architecture and Portfolio value creation. In particular, IT costs are analysed with three meetings during the reporting period. Management. On the second day of the meeting, respect to their drivers, distribution over various types of three separate sessions were held regarding BOYD; EA expenditure and breakdown across FTEs. The costs and The Working Group met in 20-21 June, in a implications of Cloud services and finally Linking Business success of outsourcing were studied, as well as customer- meeting hosted by Swisscom. The main topics addressed and IT. BOYD was discussed from both an employee & driven KPIs, the use of COTS, and process automation. during this meeting included: customer point of view. The results of the full survey are available to participating The group then held its final meeting of this reporting companies only, however, a TeBIT 2012 Executive summary period in Rotterdam on 14-15 March 2013 hosted by KPN. which provides a general overview of the key findings Ton van der Knaap from our host KPN said: “I have been and members interviews was published and distributed participating in the ETIS Enterprise Architecture working to all ETIS members under the title: “TeBIT 2012: Telco’s group for some years now. We have an open and friendly New IT Weapon: Business Value Creation”. The goal of atmosphere in which information and best practice this executive report is to highlight some of the insights exchange is really easy. It was a pleasure being able to unveiled by TeBIT 2012 – findings that do not just explore welcome the meeting to the Netherlands in our Rotterdam industry-specific IT challenges, but can help telcos to tackle Analysis revealed a general correlation between spending and value office”. them. This year we presented for the first time a tool to creation. Cost position should be chosen by each operator. This choice measure business value creation and compare the IT cost should be aligned with their overall business strategy. The group also made a decision to follow through with associated with it among participants. We also introduced the Enterprise Architecture Complexity survey with support a new way to normalise IT costs allowing fair comparison from the Boston Consulting Group. for operators of different size and product portfolio. EA WG meeting hosted by KPN in Rotterdam

20 I ETIS Annual Report 2012 I 2013 ETIS Annual Report 2012 I 2013 I 21 PROCUREMENT & VENDOR MANAGEMENT WG BUSINESS INTELLIGENCE & DATA WAREHOUSE WG

Procurement & Vendor Management Business Intelligence & Data Warehouse “Thanks to the PVM Working Group and European collaboration we are able to compare sourcing “Hosting the ETIS BI&DW Working Group meeting gave Belgacom the opportunity to have internal good practices, compare vendor experiences, learn from each other and reach a higher degree of colleagues involved in the BI domain, to participate in interesting sessions and share their experiences sourcing performance.” with the workgroup members on projects and challenges we’re all involved in.”

Hans Schurmans Director Centre of Excellence & Co-Chair PVM WG Peter Simoens Belgacom Enterprise Information Architect Belgacom

The objective of the working group is to share The final meeting took place in Istanbul on 21/22 February The BI&DW Working Group is a network of experts The group’s second meeting was kindly hosted by experience within the procurement and vendor and was hosted by Turkcell. The group turned its attention from the Business Intelligence and Data Warehouse Belgacom on 21/22 March 2013 in Brussels, Belgium with management area and to further explore common to a number of interesting topics including area among the ETIS members. The objective of Qlikview as a sponsor of the traditional group dinner. The interest areas to determine the best practice within • re-engineering of Sourcing Department; the group is to drive business value and exchange group updated each other on the latest projects, strategies, Governance of Vendors and, based on common • Sourcing time-to-market, Procurement Planning and knowledge in the Business Intelligence & Data opportunities and challenges and discussed a range of experience and findings, deliver common work tools Demand Management; Warehouse area whilst innovating the Business topics including the current status and future plans for Big to enhance the work in each company. • How to measure and follow-up vendors and Intelligence field. Data, the BICCs (Business Intelligence Competence Centres) Procurement Benchmarking. and their different setups across the Telco landscape, Cloud The PVM Working Group is chaired by Mats Lundin from The Working Group is used as a forum for sharing and SaaS Strategies, and Data Visualisation and Data TeliaSonera with Hans Schurmans from Belgacom and During the year, Sergio Beneduce stepped down as Vice- competence, expertise and experiences from actual case Marts. During the meeting the group has also agreed to go Derya Guven from Turkcell and Andreas Wyder from Chair due to organisational changes in Telecom Italia and studies and best practices. Through the presentation, ahead with a Data governance and stewardship survey to Swisscom acting as Vice- Chairs. The Working group held Mats Lundin agreed to stay on as Chairman of the PVM discussion and evaluations of new trends, technology and be completed before the next meeting. three physical meetings during the reporting period. group until the meeting in Riga in October 2013. applications within the BI & DW domain, the working group members are able to progress and learn from each The members of the ETIS BI&DW Working Group would For the first meeting, the group met in Riga, Latvia on other. During this reporting period, Jan Frändegård from also like to take this opportunity to thank Jan Frandegard 7/8 June and was kindly hosted by Lattelecom. The main TeliaSonera stepped down as Chairman of the Group and from TeliaSonera for his excellent job as Chairman of the topics addressed included the Chair position stayed open during the year. Nikos group during the past five years. • End-2-End logistic controls and ownership; Karagiannidis from OTE remains Vice Chair and Isabel • TCO operational efficiency; Martin Garcia from Deutsche Telekom now also holds the • TCO calculation in Supply Chain for major projects and Vice Chairmanship. The working group held two meetings Procure-to-Pay. this reporting year. The group also held an interactive session to find bottlenecks in the Paying processes and areas for The first meeting took place during the ETIS Community improvement and discussed the In- & Out-phasing of Gathering 18-19 October in Athens and the group focused suppliers and critical vendor assessment. on a number of interesting topics including Big Data and how it can add value to the Telcos; social media and The next meeting took place in Athens on 18/19 October advanced analytics; and creating business value and best in conjunction with the ETIS Community Gathering and practices. focused on a variety of topics including the Joint Audit Committee (JAC), TL 9000 (quality management standard) PVM WG meeting hosted by Turkcell in Istanbul and additional benchmark activities. The importance of having an overview of suppliers and the ability to identify the 'critical supplier' were addressed during the Critical Vendor Assessment session, which was followed by BI&DW WG meeting hosted by Belgacom in Brussels discussions about the drivers and risk assessment during out-phasing of suppliers and KPIs in Procurement.

22 I ETIS Annual Report 2012 I 2013 ETIS Annual Report 2012 I 2013 I 23 INFORMATION SERVICES INFORMATION SERVICES

Information Services “In the spirit of continual improvement we are yet again upgrading our Members Corner to provide the best online collaboration and networking platform to our members. To cope with the speed of the web we have opted for a cloud membership management platform which allows us to benefit from the continual development and improvement of the platform. The technology has really come of age and the goal is to future proof our members corner development and control costs. ”

Fred Werner Communications & Programme Director ETIS Coming soon... The new ETIS Website, Members Corner & Mobile App

One of the main responsibilities of the Central Office ETIS Communications Roadmap Below is an overview of the major outputs and expected • Improved logistical tools to support our Members ‘on- is the development and continual improvement of Over the years ETIS has put a lot of effort into the image benefits of the new strategy: the-go’ like iPhone & iPad app, online meetings and ETIS Information Services. Our information services of the organisation as well as the continual improvement event management tools can be divided into 4 main sections: of the ETIS Website and Members Corner. As a result, • Upgraded Members Corner to create a more social, • Increased security, quality, targeting and accuracy of we have succeeded in conveying an image of ‘trust’ dynamic & collaborative ETIS online community that content and data in our Members Corner ETIS Website and ‘community’ supported by a coherent brand and fosters a culture of ‘empowerment’ & ‘sharing’ • Increased efficiency of the Central Office by aligning The ETIS Website is our corporate website which contains a working set of marketing and communications tools. • Refreshed ETIS message that effectively communicates internal processes into one platform public information on all of our working groups, activities, Although we have succeeded in many areas, there is the benefits & values of ETIS membership in order to • Ensures that our Website keeps up with the speed of the events, members and news. always room for improvement especially in the ‘web attract new Members, Associates, Partners & Sponsors Web and control future development costs. 2.0’, collaboration and social media aspects of our • New tools & strategies to effectively cross-communicate ETIS Members’ Corner communications strategy. our activities, topics, survey results & deliverables to ETIS The ETIS Members Corner is the heart of ETIS. It members contains all of the working group areas, member profiles, The goal of the Communications Analysis & Roadmap • Leveraging the Social Media opportunity to increase our documents, discussion forums, Wikis, photo galleries and is 2013-2015 is to maximize the untapped communications online presence, public profile, distribution of top level the platform where our members engage with each other potential of ETIS and help to ensure public trust in the public information & member engagement online in between meetings. organisation, attract and retain members, raise public awareness whilst increasing member engagement, e-telit News Alerts commitment and support for the organisation. ETIS recently changed its approach towards the quarterly e-telit newsletter. Rather than compiling the news in This communications plan is based on a critical review a quarterly digest, ETIS now sends regular news alerts of the current state and capabilities of our current with the goal of cross-informing our members about our communications resources and presents a comprehensive activities. ETIS is also using social media more effectively framework for managing and co-ordinating ETIS to reach a larger audience and engage its members in a communications for the upcoming two years. The new new way. plan will help equip ETIS Members and Central Office staff with a set of necessary tools for more effective and e-telit news portal enriched communications and interaction in order to The Central Office also developed a dynamic e-telit News help ETIS achieve its Mission and Vision, supported by an Portal that takes advantage of the latest social media and upgraded ETIS Online Community Platform. content aggregation technology to provide updated and relevant industry news to our members whilst creating a promotional space to promote our members, media partners & sponsors at the same time. e-telit news portal - www.etisportal.org ETIS Website & Members’ Corner - www.etis.org

24 I ETIS Annual Report 2012 I 2013 ETIS Annual Report 2012 I 2013 I 25 ETIS MEMBERS ETIS ASSOCIATE MEMBERS & ETIS PARTNERS

ETIS Members ETIS Associate Members

ETIS Partners

T-mobile Poland

Czech Republic

26 I ETIS Annual Report 2012 I 2013 ETIS Annual Report 2012 I 2013 I 27 ABOUT ETIS ETIS ASSOCIATE MEMBERS & ETIS PARTNERS

About ETIS “Sharing knowledge is our strength... Using it is yours...” ETIS Membership Benefits overcome, allowing you to build business relationships and leverage your membership. ETIS Membership brings a wide range of business benefits such as: Participate in the annual ETIS Community Gathering

Sharing knowledge on business performance, • One of the key mediums used to share knowledge is our governance, efficiency & cost reduction well-known annual Community Gathering which gives you unparalleled access to your peers in the European • Participation in ETIS activities gives you access to Telecom industry. knowledge, best practices and deliverables that can • Members are entitled to a place at the annual ETIS be used to increase business performance in your Community Gathering as well as the possibility to companies at a greatly reduced cost in comparison to present, sponsor and exhibit at the event. the potential cost of obtaining such knowledge and • Join an active, feature rich ETIS Online Community Founded in 1991, ETIS is a membership based ETIS also hosts an annual Community Gathering which resources independently. • ETIS members have access to our secure and trusted organisation which brings together the major brings together most of its working groups to discuss the • ETIS membership allows its members to make better- Members Corner which is an active online community telecommunications providers in Europe to share IT implications of the latest industry trends (such as Next informed strategic choices and test new concepts, where they network, collaborate and share knowledge in knowledge on key information and communication Generation Networks, Integration, Convergence, M2M, validated by the experience of real IT practitioners in the between physical meetings. technology issues in a trusted environment. The Big Data, Cloud, FTTH and more ‘Telco 2.0’ issues). Telecom industry. • Access to the ETIS Members Corner provides you with Mission of ETIS is to enable its members to improve ETIS Membership brings a wide range of business benefits vital contacts, deliverables, presentations, reports, white their business performance through personal such as: Trusted platform for sharing knowledge via Working papers, minutes, surveys, archives, wikis and discussion exchange of information on using ICT effectively. • Sharing knowledge on business performance, Groups, Projects & Task forces forums on a variety of topics. governance, efficiency and cost reduction ETIS achieves this by engaging its members in working • Trusted platform for sharing knowledge via Working • ETIS Working Groups, Projects and Tasks Forces enable Personal & professional development groups and task forces, sharing best practices and Groups, Projects and Task forces members to share knowledge on key ICT issues in a common requirements, benchmarking, surveys and an • Access to Telco specific Best Practices, Common structured and efficient way towards a common goal. • ETIS provides the platform for experts to discuss ever active online community. What makes ETIS truly unique is Requirements, Benchmarking, KPIs and Surveys • ETIS membership gives you the possibility to participate changing key issues, allowing for information exchange that its members share real-world experiences delivering • Expanded business relationships and networking with in all working groups, propose new groups as well as the and continual skills development. knowledge, innovation and value that goes well beyond peers in the EU Telcos and their daughter companies eligibility to chair working groups. • As an active ETIS member, you will become well known the theoretical models covered in other industry bodies. • Participate in the annual ETIS Community Gathering for your knowledge and contributions to specific topics, ETIS also provides a mirror where our members can • Join an active, feature-rich ETIS Online Community Access to Telco specific Best Practices, Common working groups and events. gauge the progress of their IT integration, governance, • Personal and professional development for employees requirements, Benchmarking, KPIS & Surveys and transformation strategies against each other in a • Drive the strategic direction of ETIS via the Management Drive the strategic direction of ETIS via the non-competitive environment that benefits the Telecom Board. • Gain access to our secure and ‘open-book’ Management Board industry as a whole. The core knowledge sharing and benchmarking studies & surveys covering a wide range activity of ETIS takes place in its working groups which are Sharing knowledge is our strength and all ETIS activities of IT KPIs otherwise not readily available, enabling Telcos • Members not only derive significant benefits from organized around key issues decided by the members. are created by the Telcos, for the Telcos. to benchmark and improve their decision-making. ETIS but also have a unique opportunity to be actively • Participating in ETIS gives you access to strategies and involved and shape the future strategy and priorities of ETIS currently runs 10 working groups organised around best practices for reducing costs and increasing efficiency ETIS, define working groups, studies, events and more the following topics: for operations, governance and integration often leading via the Management Board. • CIO Executive Forum to innovative changes in organisations. • Enterprise Architecture • Billing & Revenue Management Expanded business relationships & networking with • Business Intelligence & Data-Warehouse peers in the EU Telcos & their daughter companies • Customer Self-Service • Procurement & Vendor Management • ETIS provides you with a valuable personal network • Information Security composed of CIOs and their direct reports who are at • Anti-SPAM Co-operation Group the forefront of IT in the Telco industry and have similar • CERT/SOC EU Telco Network real-life experiences to share and similar challenges to • TeBIT Benchmarking Study

28 I ETIS Annual Report 2012 I 2013 ETIS Annual Report 2012 I 2013 I 29 ETIS Central Office Avenue Louise 331, B-1050 Brussels, Belgium Tel: 32.2.223.07.71 - Fax. 32.2.219.26.28 www.etis.org