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TM Forum Case Study Page 1 2009

TELEKOM MALAYSIA CASE STUDY

Name of company/ies submitting case study:Clarity International Limited

Web links to company/ies submitting case studies:

www.clarity.com

Name of author(s):

Tony Kalcina

Authors email address(es):[email protected]

Contact for further information (to be posted on TM Forum website):

Alison Ruttens

Marketing Manager

[email protected]

Applicable TM Forum technical areasSolution Frameworks (NGOSS)

Applicable Industry Areas:

VIEWPOINT: NETWORK TECHNOLOGIES:

Service provider perspective Mobile GSM/GPRS

X Software vendor perspective Mobile CDMA/EVDO

Hardware vendor perspective Mobile Edge/UMTS

X System integrator perspective X ATM

SONET/SDH

MPLS

SERVICES: Ethernet

X Voice X Frame RelayVideo Converged network

X Data Cable

VoIP Satellite

IPTV X Broadband

X VPN X Fixed Line

X Content X DSL

X IP

WiFi/WiMax


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CASE STUDY SUMMARY:

In 2006, Telekom Malaysia initiated a major OSS transformation. Its vision was to accelerate the growth of broadband services, whilst protecting themselves from agile new

entrants. They realized that accurate network inventory data was a prerequisite for

delivering broadband services at the required pace. As a result of deploying Claritys

solution, Telekom Malaysia was able to:

Consolidate and retire 7 legacy inventory systems in 2 years

Quickly map between the requirements of new commercial products and thecapabilities of the deployed technologies

Establish, maintain and enhance an accurate baseline of the network inventory atalmost 1000 sites.

FULL CASE STUDY:

Business Problem to be solved:

In late 2005, broadband penetration in Malaysia was around 1%. Intending Malaysia to

become a high technology hub for South-east Asia, government targets of 10%

penetration by 2008 were set. These targets have been met with house-hold penetration

running at 11% by late 2007; a significant achievement given a population of almost 26million and one in which Telekom Malaysia played a key role. The challenge is now to

match other countries in the region where penetration is as high as 50%. To continue

growth in broadband services and defend market share in a deregulated industry against

agile entrants, Telekom Malaysia initiated a major OSS transformation programme. Their

key drivers were to:

Increase operational efficiency by improving the quality of network and serviceconfiguration information

Consolidate and retire legacy inventory systems and file-based stores bydeploying one centrally maintained database

Use data migration and audits to establish accurate inventory baselines and then

maintain and enhance this with controlled process, automation and auto-discovery

Support rapid growth in broadband and data services though:o Enhanced end-to-end knowledge of network reach, capacity and capabilityo Standardisation, control and monitoring of provisioning activities

Exploit investments in NGN by supporting an aggressive roll-out of newtechnologies in the network

Proactively assess the impacts of engineering on customer services and mitigationof potential outages

Simplify implementation of an extensive product catalogue

Align to architectural best practices, such as TMF NGOSS.


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Working towards a solution:

Telekom Malaysia appreciates the challenges faced in deploying a (Network Inventory

System) NIS. Consequently, Telekom Malaysia was looking for a partner that couldassist in the potentially risky areas of data audit, cleansing and migration and systems

integration.

Factors important to Telekom Malaysias selection of Clarity were:

A cost effective solution

Strength and reputation in the Asia-Pacific region and ability to support the

project and system in the long-term Experienced and innovative migration team and a delivery team rich in technical

know-how

Commitment to assist in the data cleansing activities Tried and tested pre-integration of the solution components.

Claritys products were also significant in Telekom Malaysias decision:

A single inventory system could accurately and completely document both thelegacy and NGN, providing with a strategic inventory solution

Out of the box capabilities to map the customer and their address to the accessnetwork to quickly determine the feasibility of broadband supply and the reach of

the network

A customer to service to network mapping, which could be used to stem revenueleakage as well as improve service quality levels

A pre-integrated solution, offering modular assurance and fulfillment upgrades,reducing the integration costs.

Solution:

Telekom Malaysia and Clarity jointly defined an incremental deployment plan which

provided real business benefit early in the project and reduced risk at the same time.

Taking a service by service approach allowed Telekom Malaysia to gradually introduce

the network inventory at the same time as gradually retiring legacy databases. Telekom

Malaysia selected those services which were important to the business and Clarity

recommended low risk implementation approaches to reflect the business imperatives.

Deployment of Configuration Manager, Claritys network inventory management system,

was a key component of the NIS. This includes:

Consolidated and normalised network inventory; providing a reference base forTelekom Malaysias legacy and NGNs


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An end-to-end view of services deployed over the network and their relationshipto customers and addresses

Planned event management; helping Telekom Malaysia to proactively record andassess the impacts of planned maintenance and engineering events on customer

services.

Clarity also provided:

Service Manager Standardising, controlling and monitoring workflow ofprovisioning and engineering activities

Number Manager Managing number ranges and IP addresses through bulkloading, storage and intelligent allocation.

Claritys solution has enabled Telekom Malaysia to migrate and consolidate data from

many sources, including databases, files and manually gathered data. This has allowedthe retirement of 7 legacy databases and the removal of less efficient and less accurate

file-based inventory records.

As a result of on-going activities, Claritys solution will:

Expose accurate inventory information to the OSS through integration to 21systems focused on assurance, asset management (SAP), GIS, order management,

CRM (Siebel), network test and network provisioning

Utilise strategic SOA architecture, based on Sun Java System Integration Suite.

Claritys solution is a key component of Telekom Malaysias service fulfillment stack for

over 100 products. By mapping these products onto only 40 network delivered services,

Telekom Malaysia is able to simplify the provisioning processes and introduction of newtechnologies and vendors.

CRM

Over 100

Products

Network

Capabilitiesand

Reach

Multi-technology

Multi-vendor

Multi-domain

Network Inventory System

40 Service Types

Structured Workflow

Simplification, standardisation,

control and monitoring of

provisioning and engineering

Faster introduction of new

technologies and network vendors

Simplifying Service Provisioning


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Quicker realisation of business benefits and reduced risk were achieved through phaseddelivery, first addressing traditional wireline business services (carrier interconnect,frame relay and managed leased line), then residential services. Clarity will soon start

addressing NGN (VoIP, IPVPN, WiMAX, Triple-play) and will consolidate a further 6

inventory systems in the process.

Up-stream CRM and Order Handling Systems

Down-stream Systems, Dependent on Inventory Information

Strategic SOA/EAI

CISICAMS

iCARE

MSOS

CARES

MIPS

GB CARES

GEMS

LNMS

ANI

E-TRANS

ASAS

Alert

SAMS

eQUEST

FRAUD

Billing

DW

INMS

SMART

WebSTAR

NIS - Consolidated Inventory

Services

Logical

Physical

Identifiers Workflow

Visualisation

Reporting

The NIS in Telekom Malaysias OSS

Telekom Malaysia and Clarity are working together to gather and cleanse data from

almost 1000 exchanges, PoPs and sites, by:

Training Telekom Malaysias staff to perform data audits

Employing Claritys innovative templates to guide Telekom Malaysias staffthrough data auditing

Tracking the audit/cleansing process, in terms of sites audited, regionalcompleteness and level of quality achieved.

Demonstrating its value as a consolidated inventory system, the NIS will serve 9 ordermanagement and CRM systems supporting both traditional and next generation services

and 12 OSS platforms will be dependent on Claritys solution for accurate reference

information.

Results:

By consolidating legacy inventory systems onto one platform, providing structured

workflow and exposing accurate reference information into the OSS through strategic

SOA/EAI, Telekom Malaysia have achieved numerous business benefits. Although


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technical in nature, these benefits combine with and complement those from the widerOSS transformation, helping Telekom Malaysia:

Meet demands for broadband services using existing legacy infrastructure

Prepare for the NGN technologies and services, confident that the OSS will allowexploitation of potential

Defend market share against agile new entrants.

By consolidating many inventory systems into one, Telekom Malaysia has reduced its IT

and maintenance costs. Exposing the single inventory system into the strategic SOA/EAI

will further reduced the cost and lead-time for integration of new systems in fact,

almost half of the interfaces to the NIS will exploit the strategic SOA/EAI platform.

Transforming over 100 products with independent and hard-coded workflow and screens

into 40 generic and centrally managed network services has reduced time-to-market for

new services and reduced the impacts of adding new technologies and vendors.

By virtue of this approach, it has been possible to implement all necessary modifications

to the inventory system for new products in a few days rather than weeks or months.

Clarity plays a central role in provisioning business services by providing workflow andcontrolled access to the inventory for design assign activities. It supports the rapid growth

in Managed Leased Line services, the more gradual growth in Point of Interconnect

services and the gradual retirement of Frame Relay services.

Provisioning of Busines s Services

0

100

200

300

400

500

600

700

800

900

Dec-06 Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07

CumulativeProvisioningOrders

Managed Leased Line Frame Relay Point of Interconnect

Business Services Growth Designed in Clarity NIS

Increased predictability in the time to provision allows Telekom Malaysia to be more

aggressive in its SLA definitions, while a Mean-Time-To-Provide KPI provides the basis

of monitoring on-going business improvement.


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Provisioning Durations in Days

0

10

20

30

40

50

60

1 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39 41 43 45 47 49 51 53 55 57 59 61 63

NumberofOrders

Managed Leased Line Frame Relay Point of Interconnect

Duration of Service Provisioning in Clarity

Clarity is also used to manage reactive and proactive planning of network infrastructure.

By providing a single inventory database, planned and deployed resources are made

immediately available for service provisioning activities.

Infrastructure Build Activities

0

200

400

600

800

1000

1200

Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul-07 Aug-07 Sep-07

NumberofActivities

Reactive Proactive

Proactive and Reactive Infrastructure Build Activities, Managed in Clarity

The NIS also allows Telekom Malaysia to monitor the time taken to implementinfrastructure build activities, and so monitor on-going business improvement in the

network plan and build process area.


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Completed Infrastructure Tasks in Days

0

50

100

150

200

250

300

350

400

450

1 3 5 7 9 11 13 15 17 19 21 23 25 27 29 31 33 35 37 39 41

CompletedInfrastructureTasks

Completed Infrastructur e Tasks

Completed Infrastructure Build Tasks, by Duration

As a result of customer enablement activities, Telekom Malaysia is now self-sufficient inreport specification having created over 140 business specific reports covering inventoryand capacity management, service and technology specific provisioning and

administrative actions.

Telekom Malaysia has also been responsible for the implementation of Claritys Planned

Event Management module. Even within the first few weeks of operation, this was

having a positive affect by guiding proactive handling of maintenance and engineering

activities which could impact customers.

Proactive Management of Customer Impacting Events

0

100

200

300

400

500

600

700

800

900

1 2 3 4 5 6 7 8 9 10

Days from Feature Introduction

No.

ofManaged

Im

pacts

0

2

4

6

8

10

12

14

No.

ofPlanned

Events

Cumulative Impacts Managed Proactively Number of Planned Events

Increase in Customer Impacts Proactively Handled,

Clarity Planned Events Management

Clarity has supported Telekom Malaysia through its customer enablement activities. This

is important in reducing the long-term cost of ownership of the NIS.


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Number of Users and User Activity

0

500

1000

1500

2000

2500

3000

3500

Jan-07 Feb-07 Mar-07 Apr-07 May-07 Jun-07 Jul -07 Aug-07 Sep-07

No.

ofActivities

0

20

40

60

80

100

120

140

No.

ofActiveUsers

Number of Service Orders Number of Users

Activities and Active Users

Take-up of the system within Telekom Malaysia has been positive, with increases in thenumber of users with each new functional release.

Claritys solution has helped Telekom Malaysia support the nations drive to become a

high technology hub for South-east Asia.

Both Telekom Malaysia and Clarity are dedicated to collaboration to make NIS a success,as illustrated in key project areas:

Migration; where a major data cleansing activity, supported by Clarity data entryscripts, covering almost 1000 sites, is improving the quality of data held in the

system

Integration; where Telekom Malaysia and Clarity had to show flexibility inaligning the integration plans of 21 external OSS systems.

The Future

As a result of the NIS, Telekom Malaysia has a consolidated inventory system which

allows them to model their diverse, multi-vendor and multi-technology network in onesystem. A rich supply of accurate reference network, service and customer information is

exposed into the OSS via their strategic EAI platform which utilises an NGOSS styledarchitecture.

Having addressed traditional business services, Clarity is now focusing on residential

services including broadband. Beyond this, Claritys system can help Telekom Malaysiabuild a comprehensive inventory solution for its NGN. This includes the deployment of

WiMAX technology as a means to increase the penetration of broadband services in areas

where the copper network infrastructure is not suitable and deployment of value-added

services such as VoIP.


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Potential exists for Telekom Malaysia to deploy Clarity flow-through provisioning andassurance solutions. In particular, Claritys solutions for field-force logistics and SLA

management will be very relevant for Telekom Malaysia, as it deploys sophisticated

services to an increasingly technology aware and demanding population.

Deployment of Claritys solution to date has been very successful and our phased

approach has allowed for a more concise and consolidated roll out. Moving toward

unified OSS has ensured we can rationalize and better manage our assets; with over 31

million kilometres of network, including 8.7 million exchange lines to track, the

completion of the second phase of roll out will ensure that Clarity can help us monitor

and utilise the network more efficiently.- Abdul Latib Tokimin, Vice President Network Operations,

Telekom Malaysia Wholesale


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Applicable TAM Application Framework Categories:

Market/Sales Resource Management

Campaign Management Workforce Management

Channel Sales Management X Resource Specification Management

Corporate Sales Management X Resource Inventory Management

X Resource Design / Assign

Product Management X Resource Provisioning / Configuration

Product Performance Management X Resource Logistics

Product Catalog Management Resource Testing Management

Product Strategy/Proposition

Management

Resource Activation

Product Lifecycle Management Resource Planning / Optimization

Customer Management Resource Domain Management (IT

Computing, IT Application, Network)

Customer Information Management Resource Performance Monitoring /

Management

Customer Self Management Resource Problem Management

Customer Contact, Retention &

Loyalty

Correlation & Root Cause Analysis

Order Management Resource Status Monitoring

Quotation Engine Resource Data Mediation

Customer QoS/SLA Management Arbitrage Management

Customer Service/Account ProblemResolution

Voucher Management

Customer Billing Management Billing Data Mediation

Invoicing Real-time Billing Management

Collections Management Enterprise Management

Bill Formatting Revenue Assurance Management

Receivables Management HR Management

Financial Management

Service Management Asset Management

Service Specification Management Security Management

X Service Inventory Management Knowledge Management

X Service Configuration Management Fraud ManagementX Service Design/Assign

SLA Management Supplier/Partner Manager

Service Problem Management Partner Management

Service Quality Monitoring and

Impact Analysis

Supply Chain Management

Service Performance Management Wholesale/Interconnect Billing

Application

Service Rating/Discounting

Management

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