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Next Gen service offerings are defined by a different set of characteristics:Greater numbers of servicesShorter service lifecyclesOn-demand, event-driven in real-time “Blended” - Delivered across multiple access technologies, and large range of new devices“Blended” – Delivered through partners – the SaaS model
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Accelerating the Delivery of Next Generation Services
Brian CappellaniCTO – Sigma Systems
CTO Telecom Summit October 2010
Page - 2 2010 CTO Telecom Summit2
About Sigma
> Sigma…Global Leader in IP Service Fulfillment Solutions• 14 years of dedicated OSS (Service Fulfillment)
design & development in Wireline, Cable, and Mobile
• >50 Deployments Worldwide
• Over 100 million services across Voice, Data,
Video, Mobility, Content and Multi-Media services
Board of advisors with TM ForumIPTV World ForumMember of the FTTH Council
>We Provide the Service Layer
Page - 3 2010 CTO Telecom Summit
Next Generation Services
›Next Gen service offerings are defined by a different set of characteristics:– Greater numbers of services– Shorter service lifecycles– On-demand, event-driven in real-time – “Blended” - Delivered across multiple
access technologies, and large range of new devices
– “Blended” – Delivered through partners – the SaaS model
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Delivery infrastructure changing as well
› Next Gen Triple Play– Fiber, VoIP, IPTV
› Not just about your network– Industry consolidation– Third party providers– Outsourcing– Cloud-based services– Customer Equipment
› Handsets, Home Gateways, Home Networks
› Across both residential and commercial
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Service Delivery Challenges
› How to manage this evolution in the service delivery infrastructure while:
› minimizing disruption to current systems or adding additional staff
– Circuit-Switched to IP– Copper to Fiber– Network to Cloud
› Current OSS systems not up to the challenge› Can’t wait for large “big bang” solutions (business
transformation, IMS)› Move “beyond the bundle” into true reuse of service capability
across technologies and access
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Service Delivery Issues Part 1 : Silos
VOICEVIDEO DATA
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Service Delivery Issues Part 2 : No Common Process or Models
Work order
Work order
Application form
Subscriber
Operator
CRM
Work order
Customer
Portal
Services
Activation
Provision Engineering
Operations
eMail or Vmail
Voice & Data
Applications
Network
Elements
Video/content
Systems
Billing
Page - 8 2010 CTO Telecom Summit
The Service Layer
› Abstract delivery capability and expose as services:
– the capabilities of the network and delivery infrastructure
– How to provision and fulfill the services
› Isolate delivery infrastructure changes from upstream
› Use industry standards– Web services– SOA– OSS/J
Service Models, Specifications and
Fulfillment Processes
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TeleManagement Forum Standards
› Business Process Framework (eTOM) model› Service Layer provides fulfillment and provisioning through OSS/J APIs
Ops Support & Readiness
Fulfillment Assurance Billing
Order
Management
Service Management
Resource Management
Customer
Relationship
Mgmt
Service Mgmt
&Operations
Resource Mgmt
& Operations
Supplier/Partner
Mgmt
Channel
Mgmt
Ops Support & Readiness
Fulfillment Assurance Billing
Order
Management
Service Management
Resource Management
Customer
Relationship
Mgmt
Service Mgmt
&Operations
Resource Mgmt
& Operations
Supplier/Partner
Mgmt
Channel
Mgmt
Page - 10 2010 CTO Telecom Summit
Service Monetization and Rollout› Service Catalog exposes Service
Specifications
› TMF Customer Facing Service Specification (CFSS) acts as a common entity
– Standards-based, simplified integration
› CFSS defined in Service Catalog and provided to Product Catalog
› Product Catalog then defines Products from these available services
› Allows rapid creation of new product offerings based on standard service models
Product Catalog
Service Catalog
Page - 11 2010 CTO Telecom Summit
Service Fulfillment : Before
Work order
Work order
Application form
Subscriber
Operator
CRM
Work order
Customer
Portal
Services
Activation
Provision Engineering
Operations
eMail or Vmail
Voice & Data
Applications
Network
Elements
Video/content
Systems
Billing
Page - 12 2010 CTO Telecom Summit
Service Fulfillment : After
Subscriber
Operator
Billing
Customer
Portal
Service Layer eMail or Vmail
Voice & Data
Applications
Network
Elements
Video/Content
Systems
Operations Activation Engineering
CRM
Services
Service ActivationService Order
Page - 13 2010 CTO Telecom Summit
Service Fulfillment Relationships
› Fulfillment brings together key relationships › Subscriber – Services – Network (Resources)
Ops Support & Readiness
Fulfillment Assurance Billing
Order
Management
Service Management
Resource Management
Customer
Relationship
Mgmt
Service Mgmt
&Operations
Resource Mgmt
& Operations
Supplier/Partner
Mgmt
Channel
Mgmt
Ops Support & Readiness
Fulfillment Assurance Billing
Order
Management
Service Management
Resource Management
Customer
Relationship
Mgmt
Service Mgmt
&Operations
Resource Mgmt
& Operations
Supplier/Partner
Mgmt
Channel
Mgmt
Page - 14 2010 CTO Telecom Summit
How to put into practice ?
›Adopt this architecture for next gen services›Get the service models in place
– Proven implementation of the models on next gen platforms
›Then decide on migration of legacy platforms›Legacy platforms can be orchestrated as services›Common models and processes
– Common operational processes
›Eliminate need for “rip and replace”
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Benefits of This Approach
› Support for rapid development and delivery of new services:
– Revenues grow by 9% per year– RGU counts increase by 40%– Churn rates for multi-play are 52%
lower than single play– Blended ARPU’s up by 6%
› Support for flow-thru order automation:– Over 5% reduction in service
management costs– Up to 3% reduction in churn rates– Operational efficiency in call centre
order entry with 5% cost reduction
Page - 16 2010 CTO Telecom Summit
Final thoughts
› Next generation of services requires a next generation of OSS infrastructure
› Factor into your service roll out a standards-based service layer› Look for vendors that have proven their models across multiple
access technologies› Realize benefits on new service rollout as well as operational
efficiency› Extend architecture to incorporate legacy as required
›So you can truly move beyond the bundle
