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Service Provider and Vendor’s Perspectives on NGOSS
-- Evolving Current OSS/BSS TowardseTOM & SID Standards
Qiliang Zhu
Prof. Beijing University of Posts & TelecomsProf. Beijing University of Posts & TelecomsCTO Beijing Information Industry AssociationCTO Beijing Information Industry Association
14 OCT, 2004
TeleManagementTeleManagement World 11World 11--14 Oct , 2004 Long Beach CA , USA14 Oct , 2004 Long Beach CA , USA
At present more than 100 provincial-level OSS systems have been developed and deployed in China. One of the facing problems is how to evolving the existing systems to NGOSS-based ones, when introducing new system, new services or enhancing the existing functionalities. That is how to restructuring current BPF to theeTOM-based one and redesign the information/data model based on SID model . This presentation describes the perspective of the China’s operators in this regard, making the NGOSS be real live standard.
Highlights
Way of Evolvement
Reconstructing BPF
Reengineering Process Flow
Redesigning Info/Data Model
Conclusion
Business Management philosophy
NGOSS : The NGOSS : The Paradigm shiftfrom network-centric to customer-centric
Compliance Testing
Overall Framework– Business Process Framework– Technology Neutral Architecture
Software Development Technology– Shared Information and Data Models– Decomposition of Process Element– Decomposition of Business/System Elements-- Mapping between PEs and BEs– Contract/Interface-based communication between
software components
NGOSS In Action : Way of Evolvement
Unify the understanding of Common Terminologies currently used in OSS/BSS based on NGOSS standardsReconstruct the current business process framework evolving to the standardized eTOM BPFMake further decomposition of Process Elements at the third level in eTOM Business Process Framework to the fourth level PEs. In such a way the current PEs can be refined to the level of the practical use.Restructuring the current process flows by referencing the examples of generic process flows illustrated in eTOM.Redesign the existing OSS/BSS Information/Data Model based on Business /System Entities defined in SID Model and to integrate the new model with the original part.
How to evolving the existing systems to NGOSS-based ones, when introducing new services or further enhancing the functionalities? The ways of evolvement may be the followings:
NGOSS In Action : Pilot Projects
Project “ Business Process Re-engineering”
Using eTOM BPF to analyze existing business processes and design the new processes which covers enterprise architecture re-organizing, VIP-customer management, network configuration optimizing, etc. Results : quick response to market and increase the ARPU
Project “ Marketing Process flow Re-engineering”
Using eTOM BPF to analyze the weak point in existing marketing procedures and reengineer existing processes. Results : deliver more powerful marketing capability
Project “ End-to-end Process Re-designing”
Using eTOM BPF to redesign the existing vertical fulfillment end-to-end process flow and make the further decomposition of Process Elements at the eTOM 3rd level decomposition in the Operation area.Results : being implemented
eTOM - Level 2 Processes (GB v4.0)
Original Business Process Framework
Customer
IntegratedSales
Integrated Accounting
Integrated Settlement
Billing
CustomerAnalysis
Unified Operation Information Service Platform
(
Operation Analysis Software PlatformData Mining & OLAP Analysis )
IntegratedCustomer
Service System
VIP Customer(Sales Mgmt)
MarketStrategy
ServicePerformance
Resource
AnalysisUtility
Service Inventory Data Operation Data Warehouse
PaymentService
ResourceMgmt
Resource DataCollection &Processing
Customer QoS/SLA Management
Retention & Loyalty
DecisionMgmt Dept.
OperationMgmt Dept.
.
ServiceMgmt Dept.
.
Service Agency(bank, post office)
Sales Office Agent Web
Self-serviceCall
Center
Selling ,Order Handling
AnalysisCRM
Unified
Info. MgmtCustomer
CRMOperational
Problem HandlingBilling & Collections ManagementService Quality Management
Resource Performance Management
Service & Specific Instance R
ating
Customer Interface Management
Resource Provisioning, Resource Trouble Mngt
ServiceMgmt
Service Quality / Problem Mngt,Service Configuration & Activation
Pilot Project : Reconstructing BPF
Service Management & Operations
ServiceConfiguration & Activation
ServiceProblem
ManagementService QualityManagement
Service &Specific Instance
RatingSM&O
Support &Readiness
Retention & Loyalty
Customer Interface Management
Billing & Collections
Management
CustomerQoS / SLA
ManagementProblemHandlingSelling
OrderHandling
MarketingFulfillmentResponseCRM
Support &Readiness
ResourceProvisioning
ResourceTrouble
Management
Resource Data Collection & Processing
ResourcePerformance Management
RM&OSupport &Readiness
DecisionMgmt Dept.
OperationMgmt Dept.
.
ServiceMgmt Dept.
.
Service Agency(bank, post office)
Sales Office Agent Web
Self-serviceCall
Center
Resource Management
ServiceProvisioning
CustomerRelationship Management
Evolving to eTOM-based BPF
CreditManagement
Operations & Maintenance Management
Network DataCollection
IntegratedAccounting
IntegratedBilling
IntegratedSettlement
Customer Information
Management
Pilot Project : Reconstructing BPF
Ordering Process Dynamics Flow
Resource Provisioning
Service Configuration & Activation
Customer Interface Management
Retention& Loyalty
S/P Requisition
Management
OrderHandingSelling
4
5 8
91
Customer requests SP offering
102
3
6 7
6‘
External orderissued
Pilot Project : Reengineering Process Flow
4. Customer Order Processing Req.
5. Design Requested
6. Resource Allocation Req.
6’. External Supplier Selection Req.
Ordering Process Dynamics Flow ( continue )
Resource Provisioning
Service Configuration & Activation
Customer Interface Management
Retention& Loyalty
S/PRequisition
Management
OrderHandingSelling
18
11
15
17
Order CompletionNotification
10
12 13 14
16
External ResourceActivated
Pilot Project : Reengineering Process Flow
11. Internal Service Order Initiated
12. Internal Work Order Initiated
13. Internal Resource Processing Completed
14’. Resource Activation Req.
17. Service Activated
Project “ CRM Information Model Re-designing”
Using the NGOSS SID to redesign the existing CRM information anddata model based on NGOSS SID conceptual, analytical and domain models. This will further lead to create a entire SID-based BSS information model .
Pilot Project : Redesigning Info. Model
Step of implementation:
1. To analyze the various existing CRM-related information models being used for OSS/BSS developed by different software vendors.
2. Redesign the CRM core information model based on SID Business Entities.
3. Redesign the CRM information model based on SID System Entities
4. Creating SID-based BSS information and data models
SID Framework – Level 1 ABEs
NGOSS In Action : Unified Info/Data Model
“ Delta-1 ” Model : Customer – User – Account
“ Delta-2 ” Model : Product – Service - Resource
CustomerOrder User
Product
Accounting
Customer
Party
Customer-FacingService
Invoice
May be a
generates revenue
usage creates billing
may give access to
uses
deliversPlaced for
May be a
SID-based “ Delta-1 ” ModelCustomer – User – Account
The Customer Domainincludes all data and contract operations associated with
individuals or organizations that obtain products from a service provider.
represents all types of contact with the customer, the management of the relationship, and the administration of customer data.
includes data and contract operations related to the customer bills for products, collection of payment, overdue accounts, and the billing inquiries and adjustments made as a result of inquiries.
SID-based “ CRM ” Model“ Delta-1 ” Model : Customer – User – Account
Customer
CustomerBill inquiry
Applied Customer
Billing RateCustomer ServiceOrder
CustomerStatistic
CustomerInteraction
CustomerBill
CustomerBill
Collection
CustomerAccounting
CustomerProblem
CustomerAgreement
Customer
Problem Handling
Customer Bill Inquiry
Customer Role
Customer Relationship
Detail Bill
Customer SLAService Order Information
Customer Care Service
Product Order
Customer Information
Service Order Role
Income-Payout-Record
Service Order Relationship
Customer behavior
Customer Retention
Customer Satisfaction
Customer Value
Customer Credit
Customer Development
Accounting Relationship
Accounting Records
Customer Analysis
Customer AgreementService Order
Customer Business Interaction
Customer
Customer Accounting
Customer Account
Customer Bill
Customer Customer Order Customer SLA
Customer StatisticsCustomer Interaction Customer Bill
Customer Bill Collection
SID-based “ Delta-1 ” Model
Customer Negotiation
Configuration Req/Resp
Headings
HeadingsIDHeadingsName
IncomePayoutRecord
IncomePayoutRecordIDAccountIDAccountItemIDOperationTypeIDSum
AccountingRecode
AccountingRecodeIDAccountItemIDBillItemIDOperationTypeIDSum
AccountingRelationship
RelationshipIDAccountIDAccountItemTypeIDServiceOrderIDHeadingsID
1
0..n
1
0..n
OrderRequestItem
OrderRequestIDOrderRequestItemID
ProductIDPrice
Product
ProductIDProductName
1
BillItem
BillIDBillItemIDHeadingsIDSum
1 0..n1 0..n
0..n
0..n
0..n
0..n
AccountItem
AccountIDAccountItemTypeIDBalance
1
0..n
1
0..n0..n
0..n0..n1
0..n
1
0..n
OrderRequest
OrderRequestIDOrderRequestTimeRequestor
1
0..n
ServiceElement
ServiceElementIDServiceElementName
Bill
BillIDServiceOrderIDGenerationTime
0..n
1
0..n
1
User
UserID
CustomerAccount
AccountIDCustomerIDAccountTypeID
0..n0..nCustomer
CustomerID
0..n
1
0..n1
ServiceOrderProvisioning
ServiceOrderIDServiceElementIDServiceOrderStatusServiceOrderTimeCompletionTimeCancellationTime
0.n
1
0..n
1DetailBill
DetailBillIDServiceOrderIDConversationDuration
Rating
ServiceOrderIDCustomerIDAccountIDServiceOrderTypeIDServiceNumber
1..n
1
0..n
1..n
0..n
1..n
0..n
1
1 1..n
ServiceOrder
SID-based “Delta-1” Model ( Draft )
Customer Order
CustomerFacingService
Accounting
Evolving Stages : Current Environment
Integrated Business LogicProcessing
User Interface (GUI,WEB)
Atomic Business Logic
CustomerData
ServiceData
ResourceData
Access1
Current System
Business Logic for customer service in Business-Accounting System
Access2Presentation Layer
Business Logic Layer
Data LayerAccounting
Data
Evolving Stages : Transition
Business Logic for customer service in Business-Accounting System
Newly added Business Logic for customer management & analysis
Access1 Access2
Extended info.
Accounting info. Domain
Operation Data Center
Operation Related Non-operation Relatedmanagement & analysis info.
Sampling of customer service-oriented informationfor real-time or customized analysis
Access3 Access4
Analysis info. Domain
Extended info.
Evolving Stages : Target Environment
Business Logic for custom service in Business-Accounting System
Newly added Business Logic for custom management & analysis
Access1 Access2 Access3 Access4
Extended info.
Unified Customer info.
Analysis info. Domain
Extended info.
Operation Data Center
Operation Related Non-operation Relatedmanagement & analysis info.
Sampling of customer service-oriented informationfor real-time or customized analysis
Unified Customer Access Management
Tangible business benefits that impact
the bottom-line
A well-defined direction for business processes and OSS/BSS implementation reduces investment risk
When new systems and services are purchased, they fit in with a well-defined strategy and set of requirements
Move to an environment where process definitions, interfaces and architecture are all standard. This allows for a true competitive bidding environment
Improvements in development and
software integration environments
Process language, data models, interfaces, etc. are already defined. This reduces the development costs
Products can be built once and sold many times; NGOSS uses standard building blocks, software modules, whole products
Integration cycles are shorter & repeatableUses a common language as provided by the eTOM
Ongoing savings come into the operational
environment.
Automation enables lower operational expenditureMaking changes in a well-defined, well understood environment
is straight-forwardReacting to a need to change a service offering, billing option or
a QoS requirement becomes and easy-to-follow process
1. Business benefits from NGOSS
Conclusion (1)
Framework : Supports Multiple ViewpointsArchitecture : Tech Neutral & Tech SpecificMethodology : Business Process DrivenDevelopment : Model-based
Interoperability : Contract/Component-based using Shared Information Models
Conclusion (2)
Communication : Distributed NetworkingCompliance : Testable
Operation : Distributed Computing Services
2. 2. What the NGOSS brings to Information and Communication What the NGOSS brings to Information and Communication industry and the benefit SP can get are based on the followingindustry and the benefit SP can get are based on the followingKey ElementsKey Elements
3. Making NGOSS be real In China is a long term evolution procedure. With the full effort all the existing OSS/BSS & new developing systems in China will definitely be evolved step by step to the NGOSS-based ones. We are confident of success!
Thanks !Zhuqiliang@TOM.COM
TeleManagementTeleManagement World 11World 11--14 Oct , 2004 Long Beach CA USA14 Oct , 2004 Long Beach CA USA
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