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Multi-service telecommunications capability planning methodology based on interpetation of standards - rewroked from a Vivit presentation.
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Service Capability Management - Methodology
Prepared by: Peter Skoularikos, Principal Consultant
Page: 2
Telecoms operational management
• Discuss context of telecommunication services and how these are managed
o Telecom silos
o System convergence
•Describe operational support systems
o Description of key components
o Service assurance enablers
o Commercial considerations
•Standards & Methodology for preparing service management projects
Page: 3
Telco domain and Context
Part 1 – Domain
Page: 4
Telecommunications Services
TELECOMS
• Heterogeneous services
• Networks of Networks
• Multiple equipment standards
• Multiple devices
• Multiple communication standards
Page: 5
Telecommunication Service Management Problem Overview
• Telecommunication services are increasingly complex, with the requirement to converge the build and operations of heterogeneous technologies and IT systems into composite services
• The customer experience is based across technologies, processes and traditional organisational boundaries ie. VOIP, Mobile – broadband convergence
• One of the biggest challenge facing operators is in
o increasing efficiency and reducing cost of product delivery ( Capex )
o managing cost of ownership for systems and operations ( Opex )
• Budgets are restricted and are consumed by maintenance - increasing ROI on current systems and resources and extending support staff efficiency is key
Page: 6
Assurance Problem Outline
Innovation curve
• Operator legacy landscape lags behind innovations in broadband, IP , device development
• Organisational structure and processes are stovepipe focused within discrete technology sectors , as per the legacy approach
Operational impacts
• Point solutions are developed to address new feature and service development leading to proliferation of systems and increasing complexity in service delivery and assurance operations
• Multiple teams working on the same issue ( Support Level 1 , 2 & 3 ) @Everyone is working on the problem!
• Multiple tools and master data repositories lead to data inaccuracies , redundancies and inconsistencies - pushing up operational costs
Page: 7
Traditional Telco Organisational and System Stovepipes
Operations
1. DTV
2. VOIP
3. IP
Engineering
1. Transmission Planning
2. Service Planning
3. Access Planning
IT/Service Delivery
1. DTV
2.VOIP
3. IP
Inventory Inventory Inventory
Information Systems
Marketing/Business
1. DTV
2.VOIP
3. IP
Sales
ShippingTool Development Tool Development
Information Systems Information Systems
Tool Development
Inventory
Page: 8
NGOSS Converged service management
Operations
1. DTV
2. VOIP
3. IP
Engineering
1. Transmission Planning
2. Service Planning
3. Access Planning IT/Service Delivery
1. DTV
2.VOIP
3. IP
UCMDB
Information Systems
Marketing/Business
1. DTV
2.VOIP
3. IP Sales
Shipping
Tool Development
Page: 9
Organisation and Processes
1st/2nd generation legacy system - converged services expansion maintains
vertical organisation for systems and resources in silos Technologies and
services
SDH ATM IP IT PSTN PLMN Video
Procure
Design
Deploy
Deploy/Operate
3rd generation – converged service organisation - classified into key process areas
* Converged service function allows for process simplification, strengthening capability and skills transferOrganisational unit Engineering Service Design ( Deploy ) Deploy + Operate Organisation
Function Transmission – Transport -
architecture
Business and architecture Business and
architecture
Pro
cess defin
ition
and
stand
ards
Technologies and
services
SDH,ATM,IP,PLMN,PSTN Voice,IP,DTV Voice,IP,DTV
Procure
Design
Design Services
Deploy
Deploy/Operate
Page: 10
Processes/Functions and systems
Part 2 – Systems
Page: 11
The service fulfilment process
Customer Service
Revenue
Management
Distribution
Delivery/Provisioning
Resource Inventory
Customer
Packaging
$
$ $
Sales
Partner
Operations
Management
Page: 12
The service assurance process
Distribution
Front Office/Web Portal
Customer
Partner
Back Office
support
Fault detection
& correction
Fault Report
Fault Resolution
Resource Inventory
Page: 13
Telecoms Process/Functional Stack
Service Management / Support
Configuration
Management
Partner
UCMDB
CASACSCMTS
Application
Management
Mediation Bus
Problem management
SoftSwitch Gateway
EAI Bus
Correlation
FaultManagement/
Performance Management
Trouble Ticketing
Gateway
Partner
Order Handling
Resource Provisioning
Service Configuration &
Activation
Selling
CIO
Engineering
Operations
Legend
QoS
Page: 14
Telecoms Process/Functional Stack – eTOM mapping
Page: 15
Service Assurance/Service Management functional components
The system software suite provides for all standard service management functionality
Service Management / Service Support
• Problem Management
• Fault Management/Performance Management
• Trouble ticketing / Incident Management
• Service Management ( Root cause analysis )
• Availability /SLA management
Resource Management / Configuration Management
• Infrastructure Management
• Configuration management
• Inventory
Interfaces and adaptors
• OSS/J, MTOSI
• Configuration management
Page: 16
The legacy application / data landscape
Discrete inventories and configuration maintained
1 Patch panel
1 Web services
1 Comm-link.30
1 Security
1 Customer service
Symbol Count Description
ATM/IP
Service Plan /Delivery
Quality Assurance9/29/2009
Trail
9/29/2009
Line
9/29/2009
VPN
Quality Assurance
9/29/2009
PE
18/06/2006
CP
Quality Assurance
1 Patch panel
1 Cable termination
1 Amplifier
1 Comm-link.30
Symbol Count Description
Line/SDH
Transmission Planning
1 Web services
1 Security
1 Customer service
Service Planning
Symbol Count Description
DTV/Voice/IPTRAIL:REF01
1 Patch panel
1 Web services
1 Cable termination
1 Amplifier
1 Comm-link.30
1 Security
1 Customer service
Symbol Count Description
DTV/Voice/IP
Operations
CIRCUIT:REF02
DeliveryTransmission
Group
-Fault Number
-Category
Operations
Customer Service
Page: 17
Applying process and function consolidation for network
assurance
Page: 18
The methods used to set up an assurance strategy
Part 3 – Methodology
Page: 19
• Develop assurance process methodology based on eTOM, ITIL
• Develop management processes over service assurance cycle
• Source and select vendors and external service providers
• Establish organisational architecture blueprint
• Architecture definition for integration to external systems
• Pilot project definition and implementation
• Design and implementation management through architecture governance
Approach
Page: 20
• Define architecture standards to enable understanding the current environment and planning for change – most of all consistency and traceability
Standards
Business Domain Architecture
Application Architecture
Information Architecture
Integration ArchitectureSecurity
Architecture
Infrastructure
Technology TMF,IEEE,IETF
Application
Function TMF,IEEE,IETF
Business
Process TMF
Page: 21
Methodology
Architecture Stage Steps Process and Infrastructure Viewpoint Models
A. Initiation and Framework Stage Adopt/Develop architecture and business process frameworks
Framework and business process ( TOGAF,TMF, ITIL )
Principles and governance
B. Baseline(AS-IS) Description Stage
(IT Analysis Stage )
Revise principles
Analyze problem statement
Gather information requirements
Define current organisational structure
Define current processes
Develop / Adopt alignment method
Notations,Physical and Logical descriptions
Project Folder
C. Target Architecture stage Process definition and revision/simplification
Physical and Logical views
Architectural description
Design proposal
Governance revised and applied
D. Operations planning Organizational and Process development
Page: 22
• Enable process – system mapping and road-map definition - enables the definition of operational processes, common terminology , cost model and functional separation
Standards - TMF
Fulfilment Assurance Billing
Product & Portfolio Management
· Data
· Telephony
· Internet
· TV
· VAS
Customer Interface Management
Resource Management
· CRM
· Self Care Portal
· Phone / Letter / Fax
· Service Planning
· Provisioning
· Network Plan / Design
· System Management
Ø Leads Management
Ø Sales
Ø Channel Management
Ø Sales force Management
Ø Marketing
Ø Campaign Management
Ø Customer Contact Management
Ø Customer/Account Management
Ø Order Entry and Management
Ø Integrated Order Management
Ø Configuration Management
Ø Provisioning Interconnect
Ø Network / Element Management
Ø Resource incident management
Ø Network/System Trouble Tickets
Ø Service Problem management
Ø Fault / Service Correlation
Ø Trouble ticketing
Ø Workforce management
Ø SLA Management
Ø Product Development
Ø Offer Management
Ø Billing
Ø Account Receivables
Ø Collection Management
Ø Electronic Bill Presentation
Ø Rating
Ø Mediation
Page: 23
• Define technology architecture to enable assurance process throughout the system landscape and ensure consistency
• Security is key concern for operational systems throughout the organisation
Standards - Togaf
Page: 24
Using the TOGAF as a guideline , the target architecture will be defined according to the logical and physical baseline components ,applicable to infrastructure modelling .
Technology Physical and logical views will be developed in conjunction with supporting documentation where technology is deemed to be :
The set of systems,software and networks which enable , support and maintain the services delivered to the organisations customers ,including but not restricted to the following areas :
• Desktop : Web browsers
• Infrastructure : Application,platform , data ,network , transmission
• Security : Application security
• Presentation : User Interface
• Application server :
• Management systems : Fault management , operational tools , support structure
• Data and storage :
Technology architecture is deemed to be :
The set of design principles for implementing the technology within an organisation , in fulfilling and enriching the objectives laid out in the business architecture domain and providing the infrastructure and capability to achieve the service delivery objectives .
Technology Definition
Page: 25
Methodology : Classification and organisation
Defines the process of establishing a service based network management strategy
• Apply standards to ensure common vocabulary and classification terminology as well as alignment to current initiatives • E-TOM and NGOSS provide process identification and mapping enabling visibility
and functional definition for acquisition and planningo Service Fulfillmento Service Assurance
• ITIL provides a service centric view of the functional landscape ( ITIL v3 ) ITSM and BSA / BSM
• TOGAF provides architectural guidelines for strategic system decision making and business alignment to technology
• Establish baseline reference for service infrastructure information • Catalogue equipment• Catalogue and classify services• Identify organisational boundaries and ownership areas• Develop process flow for each functional area ( Service impact assesment )
• Establish migration path
Page: 26
Methodology : Pilot Project
• Select a specific service with measurable SLA and bring under configuration management • Classification and service modelling
o Organisationo Tools/Systems/Applicationso IT/Network/Engineering
• (Auto ) Discovery of network elements and systems• Design Topology – system , network and circuit • Implement in UCMDB • Build change management process • Build correlation rules• Build Topology Based Event Correlation
Page: 27
Quality Of Service Example
End-to-End Quality of Service – Collecting data from multiple sources, ensuring quality across services
IT Network
IP Transport
Core
Access
E2E QoS
SLA
Server
IP
Router
Border
Gateway GGSN
BTS/
Edge
Router
Application Service Access
Point
IT Network Service Access
Point
IP Transport Service Access
Point
IP Transport
Mobile Access Point
CMTS DSLAM
Cable Access Point
DSL Access Point
Network SLA
Transport SLA
Access SLA
