Download - Compass Catalyst 14052010 Final
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Catalogue Data Driven Order Automation
Catalyst Presentation
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Agenda HT requirements for COMPASS –
Catalogue Data Driven Order Automation To have integrated processes for online and voice
services
Overview: Catalyst demo setup what is the purpose, what will be demonstrated …
Contacts:Dominik Periškić, Croatian [email protected]
Damir Medved, GDi [email protected]
John Wilmes, Progress [email protected]
Dr. Aug.-Wilh. Jagau, [email protected]
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THE COMPASS PROJECT?Prologue: What is …
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COMPASS Project Targets
The solution will enable T-HT: to support voice and Internet based services with a set of
integrated business processes(order management, technical complaint management, billing, complaint management, dunning, etc.)
Processing orders for voice and Internet based services as a single order to better deal with service interdependencies
Keep synchronized the provisioning of voice and Internet based to better optimize use of network resources
Replacement of legacy IMF system (highly integrated system that has all features form CRM to Activation) with standards oriented, flexible solution
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Project Targets – Services Covered in Phase 1 This solution will cover customer administration, order management,
billing, and provisioning of all Internet services including: Dialup subscriptions
Net Plus, Net Super, Net Office
ADSL account and traffic e-mail accounts and quotas, free webhosting, IP backup
IPTVaccount, additional services, different TV packages
Web hostingUnix, Windows, quotas, different databases (MySQL, SQL Server)
Private network (VPN) products remote access, VPN backup
Hosted Exchangecorporate e-mail accounting
Office IntranetSharePoint hosting
Hot spotsubscription
Existing products can be upgraded and new products can be configured so as to utilize assets newly added to network resources.
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Project Targets – Key Processes Covered in Phase 1
Key Processes Covered: ADSL and Dialup Access Provisioning
E-Mail Service Provisioning
IPTV Service Provisioning
Web Hosting Provisioning
Fraud Deterrence / Fraud Detection
Helpdesk Support
DNS Management
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T-HT Landscape 1: Voice CentricPeriod of 1998 – 2003
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T-HT Landscape 2: OSS’s Consolitdatedend of 2004
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T-HT Landscape 3: Billing Consolidatedend of 2008
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COMPASS Design Topics
Voice and on-line fulfillment and assurance processes highly automated but independent High cost of maintenance – detached, separate systems Assembly and correlation of new products difficult Two interfaces to billing system Significant manual activities – automating transitions
between on-line and compound services difficult (eg. Voice + Dial-up to broadband 3Play) and lengthy
Solution is to change entire paradigm following TMF “Lean Operator” model, and to introduce new thinking during conceptual design of the new systems
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TMF Recommendations that Influenced COMPASS
GB921 eTOM Concepts and Principles V 8.10
GB921-D Process Decompositions and Descriptions V 4.00
GB921-F eTOM Process Flow Examples V 4.00
GB921-U User Guidelines for eTOM V 1.10
GB929 The TAM - The BSS/OSS Systems Landscape V 2.10
GB929 The TAM - The BSS/OSS Systems Landscape V 3.00
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COMPASS Alignment with TMF TAM
Operations Support& Readiness
Resource Design / Assign
Resource Design / Assign
Cu
sto
mer
M
gt
Ser
vice
M
gt
Res
ou
rce
Mg
t
Resource Inventory
Mgt
Resource Inventory
Mgt
Resource Problem
Management
Resource Problem
Management
Resource Logistics
Resource Logistics
Resource Activation
Resource Activation
Customer Service / Account Problem
Resolution
Customer Service / Account Problem
Resolution
ServiceDesign / Assign
ServiceDesign / Assign
ServiceConfig Mgt
ServiceConfig Mgt
Service Problem
Mgt
Service Problem
Mgt
Resource Planning/
Optimization
Resource Planning/
Optimization
Resource Provisioning / Configuration
Resource Provisioning / Configuration
Customer Self ManagementCustomer Self Management
Order MgtOrder Mgt
The TAM R2.1
ServiceInventory Mgt
ServiceInventory Mgt
ServiceSpecification
Mgt
ServiceSpecification
Mgt
Resource Specification Management
Resource Specification Management
Res. Domain Mngmnt. (IT Applic., Network)Res. Domain Mngmnt. (IT Applic., Network)
SLA MgtSLA Mgt
Fulfillment AssuranceDCAT Expediter Granite Activator
Product Catalog Management
Product Catalog Management
ProductManagement
Product Lifecycle Management
Product Lifecycle Management
Product Strategy / Proposition
Management
Product Strategy / Proposition
Management
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COMPASS Architecture Objectives Support a flexible approach to product / service modeling Foster reusability of resource components
(optimize resource consumption with help of catalog)
Create order management and fulfillment processes entirely driven by catalogue data
Under business rule control select from several feasible alternatives the solution which make the most sense from a network and/or operations perspective
Make workflow control catalogue data driven Employ standardized (Move / Add / Change / Delete)
operations for interworking with non-COMPASS systems Leverage TMF frameworks (eTOM, SID, TAM)
to design of solution
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Product vs. Service Catalogue
ServiceActivation
Service Inventory(network inventory)
Provisioning Management(automated assignment and
network rearrangement)
CRM System(order entry)
The Network
Order Manager(flow controller)
Work ForceManagement
Billing
ProductCatalogue
(product bundles,availability control,
pricing / discounting)
Service Catalogue
(order decomposition,solution selection,MACD processing,
resource provisioning)
OSS Control
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COMPASS Architecture
Enterprise Service Bus
BillingCustomer Relationship
ManagementManual Task Management
Expediter Dynamic Service Catalog
Resource Components
Customer Number Manager (CNUM)
Granite Inventory
Geographic Information System
Order Entry/Negotiation
Order Orchestration
Work Force
Order Decomposition
Activator
Service ActivationFeasibility Analysis
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Flow of Information Through COMPASS
Product / Service / ResourceModels
Solution Instances
PLM OSS
Specifications of Networkand Service Capabilities
Product & CFS References
Service Inventory Updates
Customer Orders / Product Instances
Resource Provisioning and Service Activation
Service Modelling
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COMPASS Catalogue Data Uses
OSS Reference Data
Resource Optimization Rules
Exception Handling Data
Transaction Roll-Back Procedures
Order Information
Forms Layout Information
Service Topology Data
Business Rules
Order Work-Flows
Network Relevant Data
Ord
er Deco
mp
ositio
n
Pro
vision
ing
Wo
rk-Ord
er Disp
atch
Service A
ctivation
Service Tu
rn-O
n
Ord
er Verificatio
n
Ord
er En
try
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INTERWORKING COMPASSWITH EXTERNAL SYSTEMS
Request eXchange Interface
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Original COMPASS
TheDCAT Engine
Resource Components
O-IF
SW Mandated IF’s
Original IF’s ServiceInventory
ServiceCatalog
COMPASSOrder
Manager
WorkforceManagement
O-I
F
O-IF
O-I
F
O-I
F
O-IF
O-IF BillingCRM System
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Challenge Re-Using COMPASS Solution
Surveys from TM Forum Events 2008
A whopping 70% describe data integration as challenging or very challenging• COMPASS is interworked with
four other systems at T-HT• all of these systems are T-HT
specific
70%+ of respondents spend more than 40% of their project on data integration• COMPASS uses approx. 40
different message types• each message type has an
average of 60 data items
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Interworking COMPASS Using SOA Ideas
Business Process Management
Data Interoperability
Management of Enterprise Services
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Data Exchange Via Intelligent Services Layer
Utilize a common model to provide a common context across the process
Abstract physical interface definitions by mapping to a common model
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COMPASS+: Enhanced by Semantic Integrator
ENTERPRISE SERVICE BUS
NMS Inventory OMS Billing CRM
SID Common Data Model
CustomerProduct
ResourcePartner
Common
Market
Service
BPMBusiness Process
(eTOM – Business Process Framework)
Enterprise-wide Information Framework
(SID –information Framework)
Systems Integration Framework
(TNA – Systems Integration Framework)
Applications Framework
(TAM –Application Framework)
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RXI*: Enabling Future Solutions
DCAT
CRM System Billing
Resource Components
Semantic IntegratorFacilitated Interface Service
InventoryServiceCatalog
Order Manager
WorkforceManagement
Enterprise-Wide Message Schemas(managed with Semantic Integrator)
Interface Pre-Built w/Semantic Integrator
Service Deliveryand Activation
Platforms
Product Catalogue(BSS Level)
*RXI: Request eXchange Infra-Structure
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DCAT THEORY OF OPERATIONSCatalogue Data Driven Order Automation
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DCAT Overview
The DCAT Engine
Product Catalogue
Designer
Dynamic Service Catalogue
SOA Interfaces
Configuration
Workflow
Policies
Relationships
Component Catalogue
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GDi Systems DCAT EngineThe DCAT Engine …
identifies and compiles fully specified service instances for each of the requested products
interfaces to service / network inventory via Resource Components
is driven by business rules stored in the DCAT models
processes Move / Add / Delete / Change service actions
delivers fully specified solution(s) to Order Manager
updates the service inventory upon completion of order process
CRMRequest
ProductSelection
Recomm.Engine
ServiceInstance
DecomposedOrder
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DCAT Product/Service Modelingin Support of The DCAT Engine
For interworking COMPASS with external CRM systems, DCAT uses the Product / Customer Facing Service (CFS) level as point of reference, i.e. it must be ensured that product or CFS names qualify as unique keys in both the CRM product catalogue and the DCAT service model data base.
To enable the automated operations of The DCAT Engine, DCAT business rules must be created for evaluating order data contained in the CRM request as well as service profile and network footprint information retrieved from Granite Inventory
DCAT service models must include details of the behaviour of the resource underlying each service
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COMPASS Product ModelProduct – CFS - RFS - Components
Product
CFS CFS
RFS RFS RFS RFS
C1 C2 C3
C5 C6PC1 C4
C4
p
29CFS Customer Facing ServiceRFS Resource Facing Service
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Product Model Example: ADSL with POTSModel Showing References Between
Resources
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Inventory Resource Components Inventory Resource Components control the provisioning of network
facing services and thusly provide an automation layer for the management of the Granite Inventory core objects.
Granite Inventory artifacts used by COMPASS are:• Path• UDC (and TUDC – >transparent< user defined class)• AMO (advanced modeling object for modeling resource facing
services)• Association• Channel• Equipment (network elements, CPE, and others)• Customer
These Granite Inventory artifacts will directly map to resource components in DCAT.
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Provisioning Control Resource Components
Examples of available provisioning control resource components are:• Active Equipment Free Port Finder (abbreviated:
AE)• Find Free Path Channel• Routing Engine (abbreviated :
RE)• Numbering Engine (abbreviated :
NE)• GIS Engine (abbreviated :
GE)
These and other resource components are capable of fully managing a set of key Granite Inventory objects.
The functionality provided by each of the resource componentsis accessible via an exposed web-services interface.
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Request eXchange Interface (RXI)
The RXI supports different request types: Workorder management Fault repair management Task assignment
The RXI utilizes “Semantic Integrator”: Management of enterprise data schemas Automated mapping of external messages to
COMPASS data dictionary Generation of stub-code for external interfaces
What was rationale for its implementation ? Yield a generic interface for supporting as many
different order scenarios as possible
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PRODUCT SUMMARIESModules COMPASS Like Solutions Are Constructed From
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Products Underlying COMPASS Catalyst Project
Vendor Product Name Synopsis
Resource Components
Implement a provisioning engine on top of Granite Inventory. Resource Components manage the entire life-cycle of network and service objects stored in Granite Inventory
SemanticIntegrator
Ensures full data interoperability by implementing complex translations across a common model, dramatically reducing the cost and effort required for design and maintenance.
Dynamic Service Catalogue
Handles order decomposition and service orchestration, sequences provisioning of resources, and directs the operations of the order manager.
Expediter Order Automation
Used as an order manager. Accepts commercial orders from CRM system and manages service requests sent to work-force and activation systems.
GraniteInventory
Authoritative data base for all network and service resources.
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COMPASS Achievements for Croatian Telekom
Key Croatian Telekom requests fulfilled Future proof design achieved …
To Be Finalized
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EXAMPLES OF SERVICE MODELSSubjects of The Life Demonstration
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COMPASS Demo Environment
Explaining modeling of IPTV service in Service Catalogue
Creation of E-2-E process and orchestration of IPTV provisioning
Receiving and decomposition of message from HT CRM system– message will be delivered from HT side and sending success/fail message back to CRM system
Creation of interface (southbound interface) to provisioning system (Myrio)
Sending message to Myrio system and receiving response
Execution - live demonstration step-by-step.
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Example 1: MaxTV (IPTV) product model
39
Complex due to compromise :• to match structures in HT CRM (Donat)• to avoid changes in HT CRM
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Demo scenario 2: Upgrade/Downgrade case
For the purpose of presentation of DCAT engine it can be interesting to show upgrade/downgrade case. The order for the case consists of two parts, i.e. two correlated products in the same order. The products are correlated by the same scenario_id parameter as it was defined by NBI.
Let’s stick with the concrete case. The customer has plain dial up account and wants to upgrade to ADSL account. From AAA system perspective, the only thing in that case that should occur is change of customer type in the system (also, some additional services should be added as it is defined by business regarding ADSL account). Without DCAT engine correlation and deduction, the result would be deletion of dial up account and creation of new ADSL account. That approach would not be acceptable because the customer would get new account (customer already has one and there is no need to change it), customer would get a new email address (this definitely should be avoided) and mail box for the current email address would be deleted (this is unacceptable; customer upgrades to better service and we delete all customers emails!).
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Demo scenario 2: Upgrade/Downgrade case DCAT implementation is able to detect the case. In stated example, the
detection is not very straight forward. CFS from those two products are not the same (different CFSs that represents an account are defined on ADSL and dial up) and DCAT Engine has to deduct it is the same account from AAA perspective and that resulting actions should not be DELETE and ADD (as it would be if the products are not correlated) but MODIFY. The whole implementation is done in the rules (by adding few methods inside the engine which helps the deduction) and it is quite simple (it just follows the same logic as for ADD or DELETE actions).
We can show what happens when e.g. just dial up DELETE order comes, and what happens when dial up DELETE with ADSL ADD (correlated) comes into the system. We can show the rules that deduct the cases and the resulting tasks. Also, final result in AAA can be shown for both cases.
Downgrade case would be actually the same but with ADSL DELETE and dial up ADD in the same order. The behavior is actually the same (in different direction).
This is one of the most powerful benefits of DCAT implementation that can be shown out of the first phase of the COMPASS project (when the Granite Inventory is not involved in the provisioning process).
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Example 2. – Web Hosting
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Activate” Order Action Workflow Sequence Diagram – Complex Case
Use Telcordia Animation
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Q&A SESSION