## Appendix A  
eTOM (Enhanced Telecom Operations Map) Frameworks is a structural business process model that covers all aspects of the activities of service providers in the telecommunications segment. It is a set of documents that serves to create business processes \"from end to end\" in telecom operators. It serves as an assistance in creating business transformations. eTOM essentially enables the creation of better models for business processes in telecom operators [8; 9; 10; 11; 12; 13; 14; 15; 16; 17]. The Sharing information and data model (SID) defines and explains the Shared Information/Data in the New Generation Operations Software and Systems (NGOSS) knowledge base. TM Forum is part of the NGOSS Program. It defines telecom modelling framework business processes and development of open and automated OSS/BSS systems. [18; 19; 20]  
The Technology Acceptance Model (TAM), together with the Technology-Organization-Environment (TOE) model [10], is used to explore factors of building information modelling (BIM) adoption in the construction industry. This model can also analyze the substantial use of Internet technologies for training and learning purposes and focuses on building a user centric framework for e-learning technologies, incorporating the constructs of security, privacy and trust [21; 23]. Another model that will be briefly presented is the Technological-Organizational-Environmental (T-O-E) framework model. The TOE framework proposes three main aspects to explore the factors that influence how an individual organization accepts innovations based on new technologies and their dimensions and characteristics. This model explains adoption and determination of Enterprise Resource Protocol (ERP) within the T-O-E framework [36]. The Training Needs Assessment (TNA) model creates and defines rules for Human Resources (HR) issues in any company [25]. HR issues will have to give answers (among others) to many key questions [26]:  
* How to establish the objectives;
* How to review past and current training programs;
* How to analyze the job functions;
* How to categorize the types of training needs;
* How to design and implement the training needs survey;
* How to communicate the results to higher levels of management. It will be also important to define [38]:  
* Proactive Training Needs Analysis;
* Reactive Training Needs Analysis. The survey [27] gives quality instructions, items and expectations. The most important recommendations and expectations from this survey [27] and another one [28] are:  
* Training development;
* Training methods;
* Technical topics;
* Top Management/Leaderships topics;
* Learning Methods. The IT Infrastructure Library (ITIL) framework is another framework that could be used as a base in this research. Authors of the article [30] research and analyze maturity level and smart city readiness by using the ITIL framework. Business Analysis models analyze different segments in telecom operators. One of those segments involves price controls and defining margin rules [31]. The contribution of the article [32] provides insights into business model design, platform control and competitive strategy. Business models analyze interaction of the OTT business model and telecom operator [33]. It is interesting to see how competition and sustainable competitiveness in the business ecosystem affect the global telecommunications industry. The business analysis model can also serve that purpose [34]. The article illustrates an exploratory study of identifying business ecosystems. IT investments in telecom operators and their usability in business processes are often one of the key analyses in telecommunications [35]. The Cost Analysis Model is another type of analysis, often used in the telecommunications business segment. This model develops the mechanism of risk-adjusted scheduling and cost budgeting of research and development (R&D) projects in telecommunications [36]. It also analyzes customer satisfaction, switching intentions, perceived switching costs and perceived alternative attractiveness [37].