As telecom service providers worldwide are deploying next generation networks (NGN) to offer multimedia services, they have recognized that traditional network management principles based on ITU-T's telecommunications management network (TMN) model is no longer sufficient. To provide multimedia services that would satisfy customers' service quality demands, they must implement the new management model ldquoenhanced telecommunication operations map (eTOM)rdquo recommended by the tele management forum (TMF). While the TMN model focuses on network management, the e-TOM model focuses on service management and customer management. This international trend is well recognized by the Taiwan telecom service providers, but most of them are slow to start the migration from TMN to eTOM because of its tremendous complexities. This paper discusses the concept and benefits of eTOM, the challenges of eTOM deployment, and how a major Taiwan telecom service provider generated a 5-year plan for its TMN-to-eTOM migration effort.