The sector of telecommunications is undergoing a rapid change due to the diversity of technologies, competition between different operators, and the increasing request of services of video on demand (VoD). In this regard, the Next Generation Network (NGN) proves to be the tendency of several operators. Thus, each operator is forced to make his network more efficient to ensure the loyalty of his customers. However, it should be noted that the technology alone is not enough to generate revenue and ensure a good user experience. That is why a model Business is necessary. The aim of this article is to integrate a model for criticality management based on Totel model in enhanced Telecom Operations Map (eTOM) with IMS networks, which will allow the mobile operator to improve the appropriate strategy for deploying LTE/LTE-Advanced, managing customers and offering a good quality of service (QoS) in order to guarantee a good ratio quality/cost in a perspective win/win.