Developing a Novel Mobile Banking Software Process Architecture by Deploying eTOM Framework R. Nassiri supervisor, Islamic Azad University, Central Tehran Branch, Tehran, Iran N. Farzi Student, Islamic Azad University, Central Tehran Branch, Tehran, Iran Abstract - Nowadays, with the progress and influence of information technology in financial organizations, the major challenge is the ability to apply multiple knowledge and skills in an organizational process. Under such a perspective, the entity of bank should not be defined as a set of functional areas but a combination of complex processes that together can constitute the totality of the organization. The banks also require utilization and development of communication processes and customer service for successful development of end-to-end interactions. In this regard, the study of mobile banking processes in order to analyze the existing situation in this area and the recognition of its current position in banks is imperative using process architecture. Given that the eTOM1 framework as a process-driven framework plays an important role in supporting interactions with users and customers and upgrading existing processes in the organization. Using the eTOM framework in business to customers (B2C) and the combination of those together to provide convenient services to users may be widely deployed in mobile banking. As a result, it’s attempted that by investigating mobile banking systems and using an eTOM framework, new process architecture will be provided so that small steps could be taken to achieve the goals of banks i.e. the quality of services and products offered to customers and their satisfaction and loyalty rate. Keywords: Mobile Banking, Enterprise Architecture, eTOM Framework I. INTRODUCTION Banking based on mobile is one of the recent achievements of IT at banking industry and it provides a number of tangible advantages for banks and their customers. Surviving in a tough competition environment, cost reduction, the chance of extensive communication, saving money and time, the existence of easiest accessibility while highest speed of providing services can be considered as a few of advantages for mobile banking. The pervasive use of mobile provides a chance for banks by presenting one of their electronic banking services not only for presenting new services, but also being attractive for customers by satisfying the needs and reducing their problems in comparison to traditional banking and thus may increase relaxation and satisfaction of customers. II. MOBILE BANKING Nowadays, services procured via mobile banking becomes a competitive advantage and each bank attempts to provide innovative and distinguished services via mobile devices in such way that one can consider a business model based on mobile for banks. Banks are now able to introduce various services to their customers in the domain of banking from few financial exchange-billing, request-command transfer money, sending prompt messages from bank to customer and etc. to different kinds of mobile banking based on short message, automatic payment via browser, mobile banking based on applicable programs. Mobile banking brings a number of advantages that among them we can refer to saving time for customer, operating at any place and nonstop, with high security while increasing use of telecom operators instead of Internet. Notwithstanding along with these advantages, mobile banking has some demerits such loss of mobile phone and access to users’ information and limit cover of banks at presenting services and etc. [1,2,3,4,5,6 ] ϭ Enhanced Telecom Operation Map International Journal of Latest Trends in Engineering and Technology (IJLTET) ISSN: 2278-621X 185 Vol 7 issue 2 July 2016 http://dx.doi.org/10.21172/1.72.531