HP ISM Presentation
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© 2005 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Introduction to HPIntegrated
Service Management
11/9/2006 1
Agenda
• Do you know HP?• Communication industry quick outlook• Building an OSS:
• Reference points• HP solution
• A Concrete customer case
HP ISM Presentation
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© 2005 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
HP today
© 2006 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice
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HP today• Fortune 11 company • Simplifying technology experiences
around the world• 150,000 employees• 145,000 sales partners • 70,000 service partners• 6% revenue growth for Q3 in
constant currency
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4 11/9/2006
Financial strength• Revenue up 7% Y/Y• $6.8 billion in revenue growth in FY05• $13 billion in gross cash at end FY05• Generating $7 billion in free cash from operations year to date
Revenue by segment Revenue by region
Q3 FY06 revenue: $21.9B
EMEA38%, Up 2% Y/Y
U.S.36%
AsiaPacific17%,
Up 7% Y/Y
Americas45%, Up 8% Y/Y
Canada/Latin America
9%
Imaging & Printing Group28%
Personal Systems Group32%
HP Services18%
Enterprise Storage &
Servers19%
HP Financial Services2%
Software & Other1%
Revenue last 4 fiscal quarters$90.5B
HP Services$ 15.5B
Imaging & Printing Group$ 26.2B
Enterprise Storage & Servers$ 17.1B
Software & Other$ 1.26B
HP Financial Services$ 2.05B
Personal Systems Group$ 28.4B
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Research & development
• 30,000+ technical contributors • $3.5B annual investment• Company-wide R&D strategy driven by OS&T• Business groups enhance core products, services and
customer experiences• HP Labs innovates “beyond” the roadmaps
New ideas and new thinking
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CommunicationIndustry direction
Every process willbe digital, mobile,virtual and personal
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The future will be simpler• We envision a world where
businesses and individuals tap into information and services -whenever they want and wherever their day takes them
• A world where these services are personal, rich with content, and adapt to human ambition
• A world where network, service and content providers are highly adaptive, and able to anticipate and meet the needs of their customers
Ubiquitous services
Personalized content
Radical Simplicity
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Digital content is changing the landscape
Reconfiguration of content formats & digitization• Conversion of all media types to digital formats (video, music, voice)• Potential for unbundling content (e.g., Album)• Dynamic reformatting of digital content to match platforms• Massive media storage and redundancy needs
Shifts in customer characteristics• Increased media use with simultaneous use of multiple media• Anytime, anywhere, any device• More detailed consumer data, enables personalization but requires
storage and management
Expansion of industry players• Extension of Telcos in video and Cable operators into voice• Emergence consumer generated video content (e.g., phone, PC)• All SPs position assets as content delivery networks
Sophistication of advertisers• Cross network promotions and more integrated communication• Finer target groups
Economic climate improves, but cautious• Recovery permits spending to decrease opex and increase revenues• IT as business enabler
Everything is
digital, mobile
andvirtual
New access technologies (Internet/ broadband)• Multiple devices (PC, iTV, phone, PDAs)• Centralized data controls to integrate multiple platforms• Available at home and in the office
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Extended ecosystem of new industry players
Predictable well known industry players
Time to market and cost advantage are priorities in a competitive market
Multi service IP platforms enable network agility and rapid service introduction
Open architectures based on standards and IT price/performance are mandatory
Competition changes everything
NSP is a market that is changing dramatically
Service availability and service quality are priorities in a regulated market
High cost specialized technology is the norm
Proprietary architectures & business processes are the rule
Regulation minimizes competition
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SoftwareHundreds of Firms
MediaSeveral Key Firms e.g.
Bertelsmann TimeWarnerWalt Disney CNN
Multi-media
Computers & ElectronicDevices Manufacturers
Several Dozen LargePlayers e.g.
Sony Matsushita Philips, Intel
Samsung,Palm
Network OperatorsDozens of Key Players
NetworkEquipment
ManufacturersA dozen Large Players
e.g. Nokia, Lucent, Cisco,Motorola, Ericsson
Entertainment& Content CreatorsHundreds of Firms e.g.
Disney/ABC, GE/NBC, NewsCorpBloomberg, Dreamworks
Outsourcing ServiceProviders
Dozen of FirmsxSPsHundreds of players
Cable OperatorsFew large Firms e.g.
BSkyB, Comcast
High-tech Service firms
Content AggregatorsFew large Firms e.g.IMG, RealNetworks,
Yahoo, AOL
Telecommunications, Information Technology and Content ServicesMarkets converging, creating the NSP market
Internet PortalsFew large Firms e.g.
Google, Yahoo, MSN
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Most major fixed line players are losing call revenue
0
1
2
3
4
5
6
7
8
9
2001 2002 2003
Tele
phon
y tr
affic
€bn
Deutsche Telekom -6% CAGR
France Telecom – 10% CAGR
BT -5% CAGR
Telecom Italia -4% CAGR
Telefonica -1% CAGR
Belgacom -5% CAGR
TeliaSonera -10% CAGR
Telenor -8% CAGRTDC -12% CAGR
Source: Forrester Research Inc.
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Technology Acceleration
Time
Tech
nolo
gy P
rogr
ess
-Technology is having a larger impact
-The lifecycle of technology is getting shorter
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Trends and timeline1997 2000 2003 2006 2009
• Over expansion of infrastructure
• Industry consolidation
• Reduced investment capital
• Headcount reduction
• Capex budget reduction – limited investment
• Squeeze productivity out of existing systems and network
• Consolidation of IT systems
• Simplification of network infrastructure
• Automation
“Boom & Bust” “Cash & Expense Management”
“Simplification”
“Revenue”
“Virtualization”
• Grow service revenue
• Rapid launch of new services
• Support of federated services
• Adapt to changing business model
• Support of federated network & services
• Virtual consolidation
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Services/rvenue
Network & service provider industry: An evolutionary journey
Virtualization(network, services)
Rationalize/consolidate
Network
Operations
Enabling technologies
Services
2002-2004 2004-2006 2006-2008Business priority evolution
Serv
ice
offe
ring
evol
utio
n
Business and enablement services (NGOSS)
Service enablement
platform
Adaptive managed infrastructure
Flexible NSP multi-service platforms
Internet
Virtual Servers
Virtual StorageVirtual
Network
Virtual Application
Content management / rich media
Mobility / universal availability
Federation environment
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Methodology to build a Management System
businessview
functionalview
technicalview
implementationview
use, deployment, evolution, vendors
system structure, components, applications, & infrastructure
business drivers, goals, measures
what information, how managed and used
why?
what?
how?
with?
Business view of OSS
businessview
functionalview
technicalview
implementationview
use, deployment, evolution, vendors
system structure, components, applications, & infrastructure
business drivers, goals, measures
what information, how managed and used
why?
what?
how?
with?
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HP ISM—business view• Address the business challenges:
• Reduce operational costs• Deliver superior customer
experience• Launch new services and
capture revenue
• HP ISM is built and structured as• Service Oriented Architecture• NGOSS implementation• HP Management for the
Adaptive Enterprise applied to service providers
• Focus on service level and business level management:• Manage across business
processes• Manage the end-to-end service• Manage the technology top-to-
bottom
• ISM is a modular solution consisting of• HP ISM integration components• HP OpenView and partner
applications• HP business consulting and
integration services
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Service provider
The business as a system
People Infrastructure Other resources
Suppliers
Consumedservices
Customers
Offeredservices
Shareholders
Capital
Business objectives and strategy
Enterprise management
OperationsStrategyInfrastructure
& Product
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Focus on improved margins
Time
Cos
t
Revenue
ExpensesInvest to Save
Invest to Grow
•CTO’s would like to work on revenue, NEED to work on cost•The timing factor is ESSENTIAL and different from operator to operator
Note: this change is only 25% technology, 75% is change management (cultural, organization, processes, etc.)
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•Manage end-to-end business interactions across multiple services
•Automatically balance resources based on business priorities and impact
OSS for adaptive service providers—status and standards
•Focus is on linking OSS and business
•Emerging service-oriented architecture and business process management standards• NGOSS• SOA• ws*
•Emerging initiative
• Communicate, measure & deliver services
• Align resources and processes to enable optimal utilization, performance and response
•Focus is on automation
•Process standards and integration standards• eTOM, ITIL, OSS/J
•Growth area
•Convergent network management
•Better resource utilization
• Focus is on tools • Base network
interface standards•SNMP, 3GPP IRP, CMIP, MTNM
• Majority of current OSS deployments
Busi
ness
pr
oces
ses
Tech
nolo
gy
Serv
ices
AdaptiveEfficientStable
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A vision of future OSS (example of the initial view)
Point of DepartureNow
Point of ArrivalFuture
Current StateGood to excellent service and network availability/ Time to
restore
“Silo’ed” management of different technologies (Fixed,
Wireless etc)
OSS at network layer and below (Service management capability
varies by org.)
Legacy OSS geared to current generation services
Future / “Desired” StateIntegrated management of
different technologies (Fixed/Wireless,…)
“technology refresh”
Management of next generation telco services
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• Need to• Increase productivity• Reduce errors• Consolidate
operations• Eliminate touch
points
Reduce cost of operations
Business challenges for service providers
• Need to• Focus on best
customers• Meet customer
expectations• Offer customers
service visibility & control
Deliver superior customer
experience
• Need to• Introduce new
services quickly• Increase ARPU• Faster time to
revenue• Lower churn
Launch services and capture revenue
• But• Need new
infrastructure• Legacy systems
abound
• But• Assuring QoS is
problematic• Competition is fierce• Minimal business
intelligence
• But• Services are often
short-lived• Services are complex• Require new
infrastructure
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Business view summary• Why is OSS required?
• Revenue enabler• Ensures effective and reliably infrastructure• Monitor and optimize network usage• Ensure service quality• Facilitate rapid launch of new services
• Process aspects• Insource/outsource guidelines and policies• Audit requirements• Regulatory requirements
• People aspects• Corporate structure• Value chain
• Technology aspects• Depreciation rules• Fixed technology decisions
Business view Technical view
Functional view Implementation view
OSS
technologypeople
process
Functional view of OSS
businessview
functionalview
technicalview
implementationview
use, deployment, evolution, vendors
system structure, components, applications, & infrastructure
business drivers, goals, measures
what information, how managed and used
why?
what?
how?
with?
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HP ISM—functional view• Address the business challenges:
• Reduce operational costs• Deliver superior customer
experience• Launch new services and
capture revenue
• HP ISM is built and structured as• Service Oriented Architecture• NGOSS implementation• HP Management for the
Adaptive Enterprise applied to service providers
• Focus on service level and business level management:• Manage across business
processes• Manage the end-to-end service• Manage the technology top-to-
bottom
• ISM is a modular solution consisting of• HP ISM integration components• HP OpenView and partner
applications• HP business consulting and
integration services
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Business processes• A business process is a series of activities carried out to
produce a product or service. • Each step in the business process adds value to the
preceding steps by its contribution to the creation or delivery of a product or service.
• Business processes are not only associated with the business management layer and occur at many different levels of abstraction.
• A business process is a process at any level of abstraction that is associated with running the business.
• Standardization of OSS processes• TeleManagement Forum eTOM• IT Infrastructure Library
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Who is TM Forum?• Non-profit global consortium focused on Operations Support
Systems (OSS) and management issues for the communications industry• Service providers, software and hardware suppliers, systems
integrators• Source of leadership, knowledge, technical solutions and
market awareness for the industry - 380+ members in 36 countries
• Provides a collaborative environment in which companies can address service provider’s most critical business and technical requirements
• Provides an on-line knowledge base featuring industry information and potential solutions
The voice of the OSS industry
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What is NGOSS• New Generation Operations Systems & Software• An industry-agreed framework driven and managed by the
TM Forum for:• Business process modeling and automation• Systems architecture definition• Standard Information & data models• Integration interfaces• Defined methodology for use
• Developed by major operators and suppliers worldwide• Implemented as a set of programs, guidelines, specifications
and maps• NGOSS has two important goals
• To enable business, system and implementation requirements to bespecified and developed
• To facilitate the rapid development of OSS components and solutions to meet the business needs of the Internet enabled economy
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NGOSS ”toolkits”• NGOSS is based on 4 key
toolsets that form the NGOSS Toolkit• Business Process Framework –
the eTOM• Enterprise wide information
framework – the SID• Systems integration framework
– the Technology-Neutral Architecture
• Applications Framework – the Application Map
NGOSS Toolkits
Business Process
Framework
Enterprise-wide Information Framework
Application Framework
System Integration Framework
eTOM fits within the HP Functional View of the OSSTNA, SID, and the Application Map fit in the Technical View
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NGOSS—what it isn’t• NGOSS is a framework, not a product or implementation
• eTOM provides a process framework for defining your own processes, not the final answer itself
• SID provides a standard way of structuring, defining, and implementing information and behavior, not the data models
• The Application Map organizes and catalogues but does not specify or implement the real systems that are used to implement the business
• You can’t order or buy “an NGOSS”, but you can• structure your OSS processes and systems using the NGOSS
frameworks• specify that NGOSS principles, models and standards be used in
your OSS and the applications in it
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TMF eTOM
enterprisemanagemententerprisemanagement
operationsoperationsstrategy, infrastructure, & productstrategy, infrastructure, & product
infrastructure lifecycle
management
infrastructure lifecycle
management
product lifecycle
management
product lifecycle
management
strategy & commit
strategy & commit
fulfillmentfulfillmentoperations, support, & readiness
operations, support, & readiness
assuranceassurance billingbilling
marketing & offer managementmarketing & offer management
service development & managementservice development & management
resource development & management (application, computing, and network)resource development & management (application, computing, and network)
supply chain development & managementsupply chain development & management
customer relationship managementcustomer relationship management
service management & operationsservice management & operations
resource management & operations(application, computing, and network)resource management & operations(application, computing, and network)
supplier/partner relationship managementsupplier/partner relationship management
strategic & enterprise planningstrategic & enterprise planning
brand management, market research, & advertising
brand management, market research, & advertising
financial asset managementfinancial asset management
human resources managementhuman resources management
shareholder & external relations managementshareholder & external relations management
enterprise quality management, process & IT planning & architecture
enterprise quality management, process & IT planning & architecture
research & development, technology acquisition
research & development, technology acquisition
disaster recovery, security, & fraud management
disaster recovery, security, & fraud management
customercustomer
TMF eTOM Process framework TMF eTOM Functional processesTMF eTOM Vertical processesTMF eTOM
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The eTOM: What is it used for?• Represents industry-consensus on Service Provider
processes• harmonized position across global scene• based on Member contributions• must be tailored/extended for individual companies
• eTOM does not seek to constrain:• organization• differentiation• implementation
• eTOM is a framework for defining your own processes, not the final answer itself!
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ITIL Background• Created in 1989 by the Central Computer and
Telecommunications Agency (CCTA)• CCTA is now the Office of Government Commerce
(OGC), a UK government agency• ITIL is:
• comprehensive, consistent & coherent set of best practicesfor IT management - not a methodology
• identifies key management processes in IT organizations• promotes a quality management approach• offers certification of consultants and practitioners• vendor (tool) independent• worldwide de facto standard for IT Service Management
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IT Infrastructure Library Framework
7 books:• Deliver IT services• Support IT
services• Managing
Applications• Manage the
infrastructure• The Business
perspective• Security Management• Planning to Implement
Service Management
The Technology
The Business
Planning to implement Service Management
Service Management
ServiceDelivery
ServiceSupport
TheBusiness
Perspective
ICTInfrastructureManagement
Application Management
SecurityManagement
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HP IT Service Management reference model
Service planning
IT strategy and architecture planning
Customer management
IT business assessment
Operations management
Problem management
Incident and service request management
Security management
Continuity management
Availability management
Capacity management
Financial management
Service build and test
Release to production
Service-level management
Change management
Configurationmanagement
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HP ISM — the collaboration of two models
HP ISM
TMF TOM
ITIL/ITSM Enterprise (IT)
Telecom
ConvergedTMF/ eTOM
+ best practices
NSPProcess
Framework
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Services in an NGOSS Environment
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Generalized service model• Access sub-service• Core sub-service• Value-added sub-services
Access
sub-service
Core
sub-service
Access
sub-service
Access
sub-service
Core
Sub-service
Value added
sub-service
Access
sub-service
Core
sub-service
Value added
sub-service
Access
sub-service
(3rd Party)
End-to-end view
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SE
Service domains
Customerdomain
Service provider 1 domain
Service provider 2domain
SE SE SE
SLA
Service
Service
SiSi
SE — service elementSLA – service level agreementSLO – service level objective
SLA
SLO
Customercare Operations Line of
Business
SE SE SE
Service access
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Applications
Content
Manage the complete service
Access n
etwork
Access d
evices
Core network
MPLS network
Transmission
DSL, FTTx
, …
IT Infrastructure
Service
Customer plane
Top to bottom
End to end
Storage
Systems
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Technology silos create customer support organization problems
Access
Transmission
(regional)
IP/MPLS
IT
Current typical
Integrated NOC
Service operations
Desired
Domain specializations
Transmission
(metro)
Customer managementCustomer management
gap
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Functional view summary• What functionality should the OSS provide?
• Integrated management of multiple services & network domains
• Fault, Configuration, Accounting, Performance, Security (FCAPS)
• Convergent fixed/mobile, telco/IP, network/application
• Multi-vendor, multi-technology management• Facilitate service management, not just network
layer and below• Process aspects
• TMF eTOM• ITSM (ITIL)• ISM best practices
• People aspects• Organizational structure
• Technology aspects• ISM business scenarios (use cases)
Business view Technical view
Functional view Implementation view
OSS
technologypeople
process
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Technical view of OSS
businessview
functionalview
technicalview
implementationview
use, deployment, evolution, vendors
system structure, components, applications, & infrastructure
business drivers, goals, measures
what information, how managed and used
why?
what?
how?
with?
11/9/2006 45
HP ISM—technical view• Address the business challenges:
• Reduce operational costs• Deliver superior customer
experience• Launch new services and
capture revenue
• HP ISM is built and structured as• HP Adaptive Management
focusing on service providers• Service Oriented Architecture• NGOSS implementation
• Focus on service level and business level management:• Manage across business
processes• Manage the end-to-end service• Manage the technology top-to-
bottom
• ISM is a modular solution consisting of• HP ISM integration components• HP OpenView and partner
applications• HP business consulting and
integration services
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Evolution of OSS integration
AdaptiveInformationIntegration
EnterpriseService
Bus (ESB)Integration
Point to Point(P2P)
Integration
EnterpriseApplication
Integration (EAI)Integration
ProcessEngineCentric
Data Data + semantics
Data + semantics = informationToday we integrate using data which has limited value. As we move forward, we must integrate using information, which will allow us to
understand the changing nature of our enterprise and change with it—be adaptive!
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OSS integration requirements• Essential requirement of Message Oriented Middleware
(MOM) include:• Scalable architecture• Guaranteed message delivery• Once only delivery• In order delivery• Notification services
• The above requirement are supported by most message middleware (e.g., TIBCO, JMS) and new style WS-* web services.
• However they are not supported by the old style web services, making them a poor choice for primary OSS integration!
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Service-oriented architectureService delivery
Functional
Service deliverymanagement
Management
Business services
Application services
Infrastructure services
Business services control
Service-oriented architecture (SOA)
• SOA eases service management integration
• Services’ perspectives can be managed across layers
Application services control
Application model
Infrastructure model
Operations
Readiness
Fulfillment
Assurance
Billing.
Integrated Billing perspective
Business model
What is an SOA?
Benefits?
• set of architectural principles• made up of a collection of
services• services communicate with each
other• simple; messages exchanged
between two services• complex; 2 or more coordinating
some activity• required; leveraging at least one
architectural service (i.e. registry)
Operations
Readiness
Fulfillment
Assurance
Billing.
Infrastructure services control
Operations
Readiness
Fulfillment
Assurance
Billing.Billing
BillingBilling
Telco/SP specific detail
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What are web services• Web services provide a standard means of
interoperating between different software applications, running on a variety of platforms and/or frameworks. Web services are characterized by their great interoperability and extensibility, as well as their machine-processabledescriptions thanks to the use of XML. They can be combined in a loosely coupled way in order to achieve complex operations. Programs providing simple services can interact with each other in order to deliver sophisticated added-value services.
Source: W3C
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Integration methodology
product business plan
products to customers
technology
services to be offered
processes to implement services
high-level functional specification
interfaces, flows, APIs, …
config, app data model
packages
mapping
top down from processes drives
integration requirements
ensuring end-to-end and flow-through
bottom up drives functional
requirements, configuration
ensuring best-in-breed
Meet in the middleSOA is based on top-down, bottom-up and “meet in the middle”architecture
Process Automation
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Application
ApplicationApplication
Application Application
Traditional approach to business processes automation
Business process
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HP ISM approach to business process automation
Application
AdapterAdapter
Adapter Adapter
ApplicationApplication
Application Application
Business process
Standardized API
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NGOSS Principles• Common Communication vehicle• Externalized Process Control• Externalized Policy Management• Shared Information/Data Model• Contract Defined Interfaces• Contract Registration and Location• Security Model• Traceability through NGOSS Lifecycle from
Business View to Run-Time View
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Artifacts in NGOSS Lifecycle
NGOSSUse Cases
Currently Conceptual -NGOSS Knowledge Base processes, extension methodologies for eTOM, SID and NGOSS Contract exploitation.Processes Used
NGOSS Design and lifecycle policies tbd(draft available in J Strassner Policy base Network Management Solutions for the Next Generation)Organisation’s internal policies
Policies Used
To capture the business goals and needs in a form that can be realized with high fidelity by Systems Implementer ’s in an acceptable deployment.This methodology uses a Validation Verification AND Testing (VV&T) concept over the full NGOSS Lifecycle.
Stakeholder Goals
To capture and transform a user organisation ’s business goal - based on possible existing systems and organization constraints- into a set of artefacts that express the Business Requirement in a complete form that meets the pre conditions for the Systems Phase of the NGOSS Lifecycle. Some of these artifactsmay be recorded in the TMF OR the Organisation’s Own Knowledge Base
Primary Goals
TMF Members, suppliers, partners, industry analysts Tertiary Actor(s)
Stakeholders for System, Implementation and Operations TMF Team members
Secondary Actor(s)
Business Analysts and programme managers in user organizationsPrimary Actor(s)
Anyone that is involved with establishing and operating the Busi ness Phase of the NGOSS LifecycleAudience
Very High SummaryLevel
Enterprise: The activities, constraints and artifacts (e.g. business plan) needed to perform the NGOSS Business LifecycleScope
Business Phase – NGOSS LifecycleUse Case Title
CommentaryName of Field
Currently Conceptual -NGOSS Knowledge Base processes, extension methodologies for eTOM, SID and NGOSS Contract exploitation.Processes Used
NGOSS Design and lifecycle policies tbd(draft available in J Strassner Policy base Network Management Solutions for the Next Generation)Organisation’s internal policies
Policies Used
To capture the business goals and needs in a form that can be realized with high fidelity by Systems Implementer ’s in an acceptable deployment.This methodology uses a Validation Verification AND Testing (VV&T) concept over the full NGOSS Lifecycle.
Stakeholder Goals
To capture and transform a user organisation ’s business goal - based on possible existing systems and organization constraints- into a set of artefacts that express the Business Requirement in a complete form that meets the pre conditions for the Systems Phase of the NGOSS Lifecycle. Some of these artifactsmay be recorded in the TMF OR the Organisation’s Own Knowledge Base
Primary Goals
TMF Members, suppliers, partners, industry analysts Tertiary Actor(s)
Stakeholders for System, Implementation and Operations TMF Team members
Secondary Actor(s)
Business Analysts and programme managers in user organizationsPrimary Actor(s)
Anyone that is involved with establishing and operating the Busi ness Phase of the NGOSS LifecycleAudience
Very High SummaryLevel
Enterprise: The activities, constraints and artifacts (e.g. business plan) needed to perform the NGOSS Business LifecycleScope
Business Phase – NGOSS LifecycleUse Case Title
CommentaryName of Field
NGOSS ProcessDescriptions
Opera t ions
Fulfil lment Assurance BillingOperat ionsSupport &Readiness
Customer Rela t ionship Management
Service Management & Operat ions
Resource Management & Operat ions
Suppl ier /Partner Relat ionship Management
(Application, Computing and Network)
Enterprise Management
Strategic &EnterprisePlanning
Financial & AssetManagement
Enterprise QualityManagement, Process & ITPlanning & Archi tecture
Stakeholder & ExternalRelat ions Management
Brand Management ,Market Research &Advertising
Human ResourcesManagement
Disaster Recovery,Secur i ty & FraudManagement
Research &Deve lopment ,TechnologyAcquisit ion
Strategy, Infrastructure & ProductProductLifecycleManagement
InfrastructureLifecycleManagement
St ra tegy &C o m m i t
Market ing & Of fer Management
Serv ice Deve lopment & Management
Resource Development & Management
Supply Chain Development & Management
(Application, Computing and Network)
C u s t o m e r
NGOSS Policies
PolicySet
PolicyEvent
PolicyGroup
PolicyAction
PolicyCondition
Policy
PolicyStatement
0..n
0..1
0..n
containedPolicySets0..1
PolicyStatement is used by PolicyCondition and PolicyAction subclasses
PolicyEventSet
0..n1 0..n1 {filled in by eventConstraint}
hasEvents
0..n
0..1
0..n
0..1{filled in by executionConstraints}
controlsExecutionOf
PolicyRule 1..n
1..n
1..n
{ordered}
1..n
policyActionInPolicyRule
1..n 1..n1..n 1..n {ordered}
policyConditionInPolicyRule
1..n
1..n
1..n
{filled in by triggerConstraints}1..n
isTriggeredBy
NGOSS Activities
Order Handling
CreditAuthorization
Order Issuance Order Trackingand Status
PreorderFeasibilityDetermination
Order Completion
Receive Pre-OrderFeasibility Request
Order PlanDevelopment
Order Creation Confirm OrderCompletion withCustomer
Report unmetcommitments orcapabilities
Status Report
CustomerJeopardyNotification
Committed DateRe-negotiatio w/Customer
Validate info forAssurance andBilling
CustomerSatisfactionValidation
Confirm CustomerValue delivery
Billing SatisfactionValidation
Test solution anddemonstrate tocust
Order Cancellation
Order Amendment
Obtain AppropriateApprovals
Advise andNegotiateAcceptable Terms
Order RequestValidation
Issue Pre-OrderFeasibility Study
CreditInvestigationDetermination
CreditInvestigation
StatusEstablishment andManagement
Manage Customerchanges toAgreement Con
Train the customer
Followup onoptimal CustomerUtilisation
© TeleManagement Forum eTOM April 2001
TEAM DRAFT
NGOSS Contracts
ImplementContract
SystemContract
DeploymentContract
BusinessContract
1 2
34
ImplementContract
SystemContract
DeploymentContract
BusinessContract
1 2
34
contains
references
references
adjusts
selects
controls
references
interfacesdefined by
referencesdefines
references
HP ISM Presentation
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11/9/2006 56
Contracts
• Contracts model behavior in terms of rights and obligations. Includes :• Functional part• Non-functional part• Management part• View Specific Model part
• Contract implementation should be traceable back to business definition• Business contract “morphing” into System contract, then
implementation contract, then deployment contract
11/9/2006 57
NGOSS Policies
The NGOSS Policy Sub-system is the “Supervisor of Operations”. For example, policies can be used to:• Define standard values (assures consistent values as
function of defined environmental factors)• Define peering relationships that must be maintained• Identify (or change) the set of services available based
on environmental factors
HP ISM Presentation
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11/9/2006 58
Proposed Policy Architecture
Policy Server
Policy DecisionPoint – Tech 1
Proxy
Policy DecisionPoint – Tech 2
Policy Broker(Including Validation and Conflict Detection Logic)
Policy Broker(Including Validation and Conflict Detection Logic)
Policy Enforcement Points
Policy Rules andAssociated Data
Policy decision local to the
device
Policy decision local to a
policy server
Global policy decisions
Policy EntryConsole
Policy EntryAPI
Policy Definition Tool
PolicyControllerCoordination
within a Policy Server
Multiple types of
PDPs for multiple
technologies
Policy Repository
Policy Server
Policy DecisionPoint – Tech 1
Proxy
Policy DecisionPoint – Tech 2
Policy Broker(Including Validation and Conflict Detection Logic)
Policy Broker(Including Validation and Conflict Detection Logic)
Policy Enforcement Points
Policy Rules andAssociated Data
Policy decision local to the
device
Policy decision local to a
policy server
Global policy decisions
Policy EntryConsole
Policy EntryAPI
Policy Definition Tool
PolicyControllerCoordination
within a Policy Server
Multiple types of
PDPs for multiple
technologies
Policy Repository
11/9/2006 59
NGOSS Security Model• Identity and Authentication• Authorization (access control)• Privacy• Integrity• Attribution (non-repudiation)• Availability
HP ISM Presentation
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11/9/2006 60
The TMF SID: What is it?• The SID is an information model
• Independent of platform, language and protocol• One single information model gives rise to multiple data models (reflects
different management needs)• Why have an information model
• Standard way of structuring, defining, and implementing information and behavior
• Consistent, common terminology• Allows reuse of IT investment• Single representation from which technology-specific data models can be
derived• The model includes:
• Things of interest (entities)• Relationships between these things (associations)• Details/characteristics of these things (attributes)• How these things work
• Methods, which represent behavior,• Constraints, which restrict functionality• Collaborations between entities• The above are typically not shown in a business view
11/9/2006 61
TeleManagement Forum Shared Information Data (SID) model
Market/Sales
Product
Customer
Service
Resource
Supplier/Partner
Enterprise Common Business
Location Policy Agreement
Party Business interaction
S/P Plan S/P Product S/P SLA S/P Statistic S/P Payment
Supplier/Partner S/P Interaction S/P Order S/P Problem S/P Bill InquiryS/P Performance S/P Bill
Resource Specification Resource Configuration Resource Usage Resource Trouble Resource TestResource Resource Topology Resource Performance
Resource Strategy& Plan
Service Specification Service Configuration Service Usage Service Trouble Service TestService Service Applications Service Performance Service Strategy & Plan
Customer Interaction Customer Statistic Customer SLA Customer Bill Customer Bill InquiryCustomer Customer Order Customer Problem
Applied CustomerBilling Rate Customer Bill Collection
Product Specification Product Offering Product Usage Statistic
ProductStrategic Product
Portfolio Plan Product Performance
Market Segment Competitor Sales Statistic Sales Channel
Market Strategy & Plan Marketing Campaign Contact/Lead/Prospect
(Under construction)
HP ISM Presentation
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11/9/2006 62
The TMF Application Map: What is it?• The third complimentary view of the OSS/BSS
environment• Looks at how to organize and catalogue the real
systems’ that are used to implement the business• Closely related to both the eTOM and SID• In member review
11/9/2006 63
TMF Telecom Application Map(In member review, not formally approved)
Enterprisemanagement
HRmanagementHRmanagement
Market/sales
Product
Servicemanagement
Resourcemanagement
Customermanagement
Resourcetestingmanagement
Resourcetestingmanagement
Resourceinventorymanagement
Resourceinventorymanagement
ResourcelogisticsResourcelogistics
Resourceplanning/optimization
Resourceplanning/optimization
ResourceactivationResourceactivation
Resourcestatusmonitoring
Resourcestatusmonitoring
Resourcedatamediation
Resourcedatamediation
Billingdatamediation
Billingdatamediation
ArbitragemanagementArbitragemanagement
Real-timebillingmanagement
Real-timebillingmanagement
WorkforcemanagementWorkforcemanagement
Resourcedesign/assign
Resourcedesign/assign
Resourceprovisioning/configuration
Resourceprovisioning/configuration
Correlation &root causeanalysis
Correlation &root causeanalysis
Resourceperformancemonitoring
Resourceperformancemonitoring
Resourceproblemmanagement
Resourceproblemmanagement
Supplier/partner
Servicedesign/assign
Servicedesign/assign
Serviceconfigurationmanagement
Serviceconfigurationmanagement
Serviceperformancemanagement
Serviceperformancemanagement
Service qualitymonitoring &impact analysis
Service qualitymonitoring &impact analysis
Serviceproblemmanagement
Serviceproblemmanagement
Revenueassurancemanagement
Revenueassurancemanagement
Service rating/discountingmanagement
Service rating/discountingmanagement
Product/servicescatalogProduct/servicescatalog
CampaignmanagementCampaignmanagement
Channel salesmanagementChannel salesmanagement
Product life cyclemanagementProduct life cyclemanagement
FinancialmanagementFinancialmanagement
AssetmanagementAssetmanagement
SecuritymanagementSecuritymanagement
KnowledgemanagementKnowledgemanagement
Customer contactmanagementretention & loyalty
Customer contactmanagementretention & loyalty
Customerselfmanagement
Customerselfmanagement
OrdermanagementOrdermanagement
CustomerQoS/SLAmanagement
CustomerQoS/SLAmanagement
Customer services/account problemresolution
Customer services/account problemresolution
Customerbillingmanagement
Customerbillingmanagement
Invoicing &receivablesmanagement
Invoicing &receivablesmanagement
FraudmanagementFraudmanagement
Partner managementPartner management Supply chain managementSupply chain management Wholesale/interconnectbillingWholesale/interconnectbilling
Integration infrastructurebus technology / m
iddleware / business process m
anagement
Integration infrastructurebus technology / m
iddleware / business process m
anagement
HP ISM Presentation
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HP ISM
11/9/2006 65
What is ISM?• HP ISM is a standards based pre-integrated
platform solution offering for service providers which provides:• OSS/BSS flexibility• OSS/BSS scalability• Speed of rollout of solution and new services• Risk reduction (pre-fabricated, pre-integrated)• Investment protection (future proofing)• Service lifecycle management• Re-use of current OSS/BSS solutions
HP ISM Presentation
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11/9/2006 66
ISM background • ISM is a architecture which is implemented on many
technologies, but preempted by none!• Think re-use!• Design for re-use!• ISM is engineered as pre-fabricated components:
• Object & information models• Processes• Middleware• Adapters
11/9/2006 67
TMF eTOM
enterprisemanagemententerprisemanagement
operationsoperationsstrategy, infrastructure, & productstrategy, infrastructure, & product
supply chain lifecycle
management
supply chain lifecycle
management
product lifecycle
management
product lifecycle
management
strategy & commit
strategy & commit
fulfillmentfulfillmentoperations, support, & readiness
operations, support, & readiness
assuranceassurance billingbilling
marketing & offer managementmarketing & offer management
service development & managementservice development & management
resource development & management (application, computing, and network)resource development & management (application, computing, and network)
supply chain development & managementsupply chain development & management
customer relationship managementcustomer relationship management
service management & operationsservice management & operations
resource management & operations(application, computing, and network)resource management & operations(application, computing, and network)
supplier/partner relationship managementsupplier/partner relationship management
strategic & enterprise planningstrategic & enterprise planning
brand management, market research, & advertising
brand management, market research, & advertising
financial asset managementfinancial asset management
human resources managementhuman resources management
shareholder & external relations managementshareholder & external relations management
enterprise quality management, process & IT planning & architecture
enterprise quality management, process & IT planning & architecture
research & development, technology acquisition
research & development, technology acquisition
disaster recovery, security, & fraud management
disaster recovery, security, & fraud management
customercustomerhp ism focus
TMF eTOM Process framework TMF eTOM Functional processesTMF eTOM Vertical processesTMF eTOM
HP ISM Presentation
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HP ISM framework
Business processes
ISM adapter
Application
Mapping between• high-level function and application-specific API• common object model and application-specific
data model
ApplicationAPI
• HP OpenView or partner applications• 3rd party applications• Legacy applications
• BPM and BPA templates• eTOM, ITIL, and best practices
High-levelfunction
Process manager andprocess-enabled message bus
• Common object model
11/9/2006 69
ISM common benefits (1)• Reduce time to introduce new services & technology• Reduce number of physical interfaces per
component to one• Redirection of multi OSS point to point physical
interface environment to a logical one• Centralize work / process flow functionality
HP ISM Presentation
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ISM common benefits (2)• Increase common and unified tools and services
environment (common adapter, common middleware, standardized process & tools)
• Provide common data schema and implementation (object & information models)
• Facilitate migration from legacy OSS environment (adapter re-mapping)
11/9/2006 71
ISM integration concepts (1)• Common communications infrastructure
• Use of a Communications Infrastructure Service to communicate between components which also offers reliable transport, and thecapability of addressing and identifying the communicating entities
• Process enabled• Use of a Process Management Service to control interactions
between the components for the purpose of externalising process flow
• Shared information model• Use of a single information representation (shared information
model) for business information concepts communicated between two or more components
HP ISM Presentation
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11/9/2006 72
ISM integration concepts (2)• Service usability
• Every service offered by a component can be used by another component that may need to use it
• Service status• Every component communicates its status to the System
Management Service in a common way
• Loosely coupled distributed system• An ISM system is characterized by fact that the software entities
within it are “loosely coupled” and distributed. • The software entities are capable of executing in a computing node
in any configuration of computers which are connected together by a communications bus
11/9/2006 73
ISM integration concepts (3)Separation of business logic from software
implementation• An ISM System is characterized by the separation of the
hard coded behavior of software, from the business logic that is required by the service provider (the separation of the rules governing process flow from the behavior of software components)• Adapter behavior is normally passive. There is normally no
“canned” behavior built into the adapter, however there are some exceptions:• Behavior required for synchronization of the ISM environment• Behavior required to deliver events while retaining the near real-
time nature of the events (e.g. Fault manager to trouble ticket system event flows).
HP ISM Presentation
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ISM integration• ISM is not just Enterprise Application Integration
(EAI)!• Some EAI tools and techniques are used.• It is more than just data integration!• ISM solutions are tightly integrated, synchronized
environments.
11/9/2006 75
Overall integration
The network
Business processes
Atomic network functionality
Service models, object & information modelsMappedtogether
BML
SML
NML
The customer
Botto
m u
pTo
p do
wn
HP ISM Presentation
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11/9/2006 76
Aggregation / normalization• ISM “thick” adapters aggregate and normalize atomic API and other functionality of the underlying Telco and IT infrastructure to higher level building block functionality (OSS/J API)• In the form of software components or high level API’s representing software, script or workflow based services that can be invoked by Simple Object Access Protocol (SOAP).
11/9/2006 77
ISM integration is NOT EAI!EAI approach• Adapter exposes API’s to
bus level• Thick process• Thin adapter• Data integration• Traditional “client” (human)• Mapping & aggregation
using business logic (less efficient)
ISM approach• Adapter exposes high-level
API’s• Thin process• Thick adapter• Object integration• Process engine is client
(BPM & BPA)• Mapping done using
program logic (more efficient)
[1/2]
HP ISM Presentation
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ISM integration is NOT EAI!EAI approach• Inability to use transactional
capabilities of applications• High bus traffic (no
aggregation of API to high-level functions)
ISM approach• Ability to use transactional
capabilities of applications• Greatly reduced bus traffic
(average of 3.5:1)
[2/2]
11/9/2006 79
ISM Alignment to NGOSS• Overall message:
• ISM claims best practical alignment with NGOSS• ISM has always been a strong supporter of NGOSS• Early versions of NGOSS influenced by ISM
• NGOSS is a moving target and alignment has been challenging• ISM has provided best practical alignment, driven by
customers and perceived maturity of NGOSS components
• ISM uses Enterprise Service Bus (ESB) integration which provides suitable levels of flexibility and loose coupling
HP ISM Presentation
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Future ISM alignment with NGOSS 4.x
Separation of business from policy and externalization of policy will be implemented
Policy Mgt
Inventory federation will be implementedFederation
Provided by the middleware vendor + single-signon by 3rd Party
Security
SOAP messages, include UDDI & WSDL. (ISM support for contract will be extended to fully align with NGOSS 4.x)
Contracts
Engine provided by the messaging middleware (bus) vendorProcess structure & models provided by ISM
Business Process
Enterprise Service Bus (ESB) integration with message bus support for JMS, TiBCO
Interworking
ISM object modelShared InformationISM ImplementationNGOSS Principle
11/9/2006 81
Standards: OSS/J Support Technology• OSS through Java API’s supports technologies
including:• J2EE Platform• Enterprise Java Beans (EJB)• Java Message Service (JMS)• Extensible Markup Language (XML)
• OSS/J defines different integration profiles• EJB profile• XML/JMS profile• Web Services profile (new)
HP ISM Presentation
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ISM Framework brings it all together
• SOA and Enterprise Service Bus brings:• Distribution• Services• Messaging (The new web services WS*-)
• HP ISM Innovation brings:• Structured re-usable business processes• Service models• Layered implementation of SOA
• Service registration and discovery techniques • Encapsulation - hiding the underlying complexity • Separation & Insulation - loose coupling creating articulation points • Virtualization - technology neutrality • Normalization & Standardization - clustering of common behaviors
11/9/2006 83
ISM framework
• Business processes define the interactions
• Based on eTOM, ITIL and best practices
• Integration layer provides• Process-enabled communication
• TIBCO, JMS, .NET, WS-*, others• Common information and
service models• Aligned with TMF SID
• HP OpenView and other applications provide functionality
• ISM Adapters provide• mapping between high-level
function and application-specific API
• Aligned with OSS/J• transformation between
common object model and application-specific data model
• manage communication with the middleware
ISM integration
Service controller Service controller
OSS Application
Business process and policy
Common information
model
Process-enabled
middleware Service model
Customer
Business objectives
Business strategy
Adapter
Network and IT infrastructure
Manageabilitycomponent
OSS Application
OSS Application
HP ISM Presentation
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HP ISM technical architectureService assurance Service usageService fulfillment
Order mgmnt Problm mgmnt SLA mgmnt Billing BI
Customer portal
Executive dashboard
Activation Inventory Fault mgmnt Perf mgmnt Usage
Business-processes enabled integration
Business process
Processengine
ProcessFramework
Processmonitoring
End-user services ConvergedVideoDataVoice
Networkinfrastructure
ITinfrastructure
Transmission
Applications
Servers Storage
Mobileinfrastructure
UMTSGSM
Network serviceinfrastructure
MPLSAccess
Mobile serviceinfrastructure
VoIP serviceinfrastructure
Video serviceinfrastructure
Service deliveryplatform
11/9/2006 85
Technical view summary• How will it be built?
• Based on TMF NGOSS• Open, modular architecture• Multi-protocol support, CORBA, XML,
SNMP, etc.• Single vendor vs. Best of Breed approach• High availability/redundancy• Distributed or centralized data
collection/mediation• Process aspects
• NSP process framework• ISM process architecture
• People aspects• Roles and responsibilities
• Technology aspects• TMF SID• TMF NGOSS TNA• ISM technical architecture
Business view Technical view
Functional view Implementation view
OSS
technologypeople
process
HP ISM Presentation
44
Implementation view of OSS
businessview
functionalview
technicalview
implementationview
use, deployment, evolution, vendors
system structure, components, applications, & infrastructure
business drivers, goals, measures
what information, how managed and used
why?
what?
how?
with?
11/9/2006 87
HP ISM—implementation view• Address the business challenges:
• Reduce operational costs• Deliver superior customer
experience• Launch new services and
capture revenue
• HP ISM is built and structured as• Service Oriented Architecture• NGOSS implementation• HP Management for the
Adaptive Enterprise applied to service providers
• Focus on service level and business level management:• Manage across business
processes• Manage the end-to-end service• Manage the technology top-to-
bottom
• ISM is a modular solution consisting of• HP ISM integration components• HP OpenView and partner
applications• HP business consulting and
integration services
HP ISM Presentation
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11/9/2006 88
HP ISM modular components
• Framework – integrates business processes and functional modules• SOA• Based on TMF NGOSS• Technology agnostic
• Software – HP and partners• HP OpenView OSS portfolio - HP leadership and continuous substantial
investment in telecom software• Partner applications - key strategic and complementary OSS/BSS sw
vendors
• Service – business consulting & integration delivery• innovative methodologies that enable service providers to assess efficiency
gaps and align technology with business priorities• built upon HP leadership in telecom – 1500 OSS professionals in 100+
countries.
11/9/2006 89
ISM Framework• Technology neutral,
NGOSS-based service oriented architecture
• Separation and insulation of the business from the implementation • Application and resource
independence from business processes.
• Data/technology integration virtualization
• Dynamic, model driven and service centric• Automation of business
processes
• Provides an SOA-based approach to allow business processes to drive
• Implements the flexibility required to integrate applications across business processes
ISM integration
Adapter Service controller Service controller
OSS application
Business process and policy
Network and IT infrastructure
Common information
model
Process-enabled
busService model
Customer
Business objectives
Business strategy
Manageability component
OSS application
OSS application
HP ISM Presentation
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HP ISM solution mapService assurance Service usageService fulfillment
Order mgmnt Problm mgmnt SLA mgmnt Billing BI
Customer portal
Executive dashboard
Activation Inventory Fault mgmnt Perf mgmnt Usage
Business-processes enabled integration
Business process
Processengine
ProcessFramework
Processmonitoring
End-user services ConvergedVideoDataVoice
Networkinfrastructure
ITinfrastructure
Transmission
Applications
Servers Storage
Mobileinfrastructure
UMTSGSM
Network serviceinfrastructure
MPLSAccess
Mobile serviceinfrastructure
VoIP serviceinfrastructure
Video serviceinfrastructure
Service deliveryplatform
OV Dashboard
OVSC, OVSD
OV IUM
OV SQM OneView, ZLE
OV Service Activator, OV Radia
OV TeMIP, OVO, NNM, RAMS, SOAM
OVPI, OVISCramer
PartnersPartners
Partners
OV Dashboard
OV BPI
NSP PF
11/9/2006 91
HP ISM service fulfillment software• Service Activation
• OpenView Service Activator
• OpenView RADIA• Broadband Service
Controller• Transport Service
Controller
• Inventory & design• Cramer
• Order entry & management• partners
Service assurance Service usageService fulfillment
Order entry &management
Problemmanagement
Service levelmanagement Billing Business
intelligence
Customer portal
Executive dashboard
Serviceactivation
Inventory& design
Faultmanagement
Performancemanagement
Usagemediation
Network infrastructure
Process-enabled message busProcess manager
Accessnetworks
Corenetworks
DSL
cable FTTxSDH/SONET transmission
IPMPLS ATM/FR
Networkservices
IP VPN VPLS VPWS TE
• Support the processes from taking the customer order to making the necessary changes in the infrastructure and OSS/BSS to be able to service the customer
HP ISM Presentation
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HP ISM service assurance software• Fault management
• OpenView TeMIP• OpenView Operations• OpenView NNM• OpenView RAMS
• Performance management• OpenView Performance
Insight• OpenView Internet
Services• OpenView Transaction
Analyzer• Problem Management
• OpenView Service Desk• Service Level
Management• OpenView Service
Quality Manager
Service assurance Service usageService fulfillment
Order entry &management
Problemmanagement
Service levelmanagement Billing Business
intelligence
Customer portal
Executive dashboard
Serviceactivation
Inventory& design
Faultmanagement
Performancemanagement
Usagemediation
Network infrastructure
Process-enabled message busProcess manager
Accessnetworks
Corenetworks
DSL
cable FTTxSDH/SONET transmission
IPMPLS ATM/FR
Networkservices
IP VPN VPLS VPWS TE
• Ensure that the customer is receiving the level of service contracted and the infrastructure is running as planned
11/9/2006 93
Service usage
Service assurance Service usageService fulfillment
Order entry &management
Problemmanagement
Service levelmanagement Billing Business
intelligence
Customer portal
Executive dashboard
Serviceactivation
Inventory& design
Faultmanagement
Performancemanagement
Usagemediation
Network infrastructure
Process-enabled message busProcess manager
Accessnetworks
Corenetworks
DSL
cable FTTxSDH/SONET transmission
IPMPLS ATM/FR
Networkservices
IP VPN VPLS VPWS TE
• Support the processes responsible for understanding and controlling the service usage and creating billing and business intelligence information from it.
•Usage mediation•OpenView Internet Usage Manager
•Billing• HP Convergent
Charging Solution• Enterprise Billing
•Billing partners
•Business intelligence•Fraud Management•Revenue Analyzer•HP Oneview•HP RTE
HP ISM Presentation
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ISM consulting and system integration services
• Exploring & visioning • Define the desired state
in terms of organization, capabilities and technology.
• Assessment & analysis• Measure and assess
current business agility based on key business processes.
• Define path from as-is to desired state.
• Architecture & design• Design OSS processes
and system• Implementation
• Speed time to production• Improve and maintain
continuity, stability, and performance
HP’s value:• Orchestrating and architecting OSS system &
processes to reach strategic and tactical goals.• Bringing HP’s OSS experience and leadership• Broad set of best practice processes and
methodologies
Exploration and visioning
Assessm
ent and analysis
Architecture and
design
Implem
entation &
operation
11/9/2006 95
HP Services—helping you get to organizational maturity
Business awareService centricOperationally stable
Maturity
Managem
ent ActivitiesNetwork
layermanagement
Servicelayer
management
Businesslayer
management
HP ISM Presentation
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Implementation view summary• With what will it be built?
• Which OSS product vendors• Custom development or COTS• Implementation phasing• Integration with external/legacy solutions
• Process aspects• Process automation through process
managers and workflow• ISM process templates
• People aspects• Management of change• Training
• Technology aspects• ISM framework• ISM adapters• HP OpenView applications• Partner applications
Business view Technical view
Functional view Implementation view
OSS
technologypeople
process
© 2005 Hewlett-Packard Development Company, L.P. The information contained herein is subject to change without notice
Example:Colombia Móvil Project
© 2006 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice
HP ISM Presentation
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What (1/2) - Colombia Móvil
• IntroductionGSM Mobile operator Joint Venture
• Objectivecatch and keep clients with its innovative & high quality services
HP Solution• HW, SW, Implementation,
Support, Outsourcing for the OSS/BSS Platform.
Implementation Methodology• ISM
HP Partners• KPMG, Bearing Point, T3, Portal y
Fujitsu
11/9/2006 99
What (2/2) – CUSTOMER PROFILE & SERVICES
FACTS
• Third mobile operator license in Colombia.
(1: CDMA, 2: TDMA*, 3: GSM )
• Mobile penetration in Colombia = 10% (jan, 2003)
• ETB* and EPM* (First and Second regional incumbent telcos & Services companies).No major telco group behind*
• Business advisors = Diamond Cluster*
• Little idea of GSM. Origin of resources: mainly from competition.
II HP OSS Workshop - Colombia Móvil Project
Services
• Standard GSM Services: Voice, SMS, MMS, VAS.
• GPRS: Data.
• Differentiation through VAS for corporate AND mass customers.
• “Pioneers” Marketing Strategy. (Break prices for “on-net” calls)
HP ISM Presentation
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Why – CLIENT BUSINESS PROBLEMS & DRIVERS
• Fast customer acquisition and retention business model
• Focus on profitability and optimization of investment and operating expenses budgets. (Automation since day 1)
• System Integrator with end-to-end knowledge of OSS/BSS for GSM start-up.(Integration, Support, Outsourcing)
• Awareness of the “don’ts” from past experience. (thus need for “Integration”)
• “Local” System Integrator was required. (usual language issues + location of project)
• “Time constraint to use the spectrum”(6 months to go live!)
II HP OSS Workshop - Colombia Móvil Project
11/9/2006 101
HP ISM mobile solutionservice assurance service usage
billingbilling business intelligencebusiness
intelligence
usage mediation
usage mediation
service provider infrastructureservice provider infrastructure
order entry & managementorder entry & management
service activationservice
activationinventory
managementinventory
management
problem management
problem management
service level managementservice level management
fault management
fault management
performance managementperformance management
process management
process management process enabled message busprocess enabled message bus
customer portalcustomer portal
executive dashboardexecutive dashboard
service delivery
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HP offering (1/8) – OVERALL ARCHITECTURE
service assurance service usage
PORTAL Infranet
&Fujitsu RTPB
PORTAL Infranet
&Fujitsu RTPB
HPRevenue
Assurance
HPRevenue
Assurance
HP IUMIntec BMP & Settler
HP IUMIntec BMP & Settler
Siemens (Voice, Data, SMS), Ericsson (MMS, VAS), Gemplus (OTA), Converse (email), HP (Pre-paid)
Siemens (Voice, Data, SMS), Ericsson (MMS, VAS), Gemplus (OTA), Converse (email), HP (Pre-paid)
SiebelSiebel
HPOpenView
Service Activator
HPOpenView
Service Activator
inventory management
inventory management
problem management
problem management
service level managementservice level management
fault management
fault management
performance managementperformance management
SiebelSiebel
SiebelSiebel
service delivery
TIBCOTIBCOTIBCO
InConcert
TIBCO
InConcert
11/9/2006 103
HP offering (2/8) – HARDWARE ARCHITECTURE
II HP OSS Workshop - Colombia Móvil Project
MediaciónColección
Data
Provisión/Activación
Cluster Failovers
CRM DB
Interconexión
FacturaciónReal Time
FacturaciónDB
MediaciónConsolidación
Data
FacturaciónBatch Rating
MediaciónVoz
Cluster Fai lovers
Servidores deAplicación
ServidoresW eb
Servidores deSistemas deA rchivos yG a teways
Red de Acceso Redundante
Red de Acceso Redundante
18.2 GB 10kULTRA3 SCSI
18.2 GB 10kULTRA3 SCSI
18.2 GB 1 0 kULTRA3 SCSI
18.2 GB 1 0 kULTRA3 SCSI
18.2 GB 1 0 kULTRA3 SCSI
18.2 GB 1 0 kULTRA3 SCSI
18.2 GB 1 0 kULTRA3 SCSI
18.2 GB 1 0 kULTRA3 SCSI
18.2 GB 1 0 kULTRA3 SCSI
18.2 GB 1 0 kULTRA3 SCSI
18.2 GB1 0 kULTRA3 SCSI
18.2 GB1 0 kULTRA3 SCSI
18.2 GB1 0 kULTRA3 SCSI
18.2 GB1 0 kULTRA3 SCSI
1 8 . 2 G B 10kULTRA3 SCSI
1 8 . 2 G B 10kULTRA3 SCSI
18.2 GB 1 0 kULTRA3 SCSI
18.2 GB 1 0 kULTRA3 SCSI
UID
ProLiant DL580
9.1GB
ULT
RA3
SCS
I
9.1GB
UL
TRA3
SCS
I
9.1GB
UL
TRA3
SCS
I
9.1GB
UL
TRA3
SCS
I
DuplexS i m p l e x 10 101 2 3012
UID
P r o L i a n t D L 5 8 0
9.1GB
ULT
RA3
SC
SI
9.1GB
UL
TRA3
SC
SI
9.1GB
UL
TRA3
SC
SI
9.1GB
UL
TRA3
SC
SI
Duplex S i m p l e x 10 101 2 3012
Heartbeat del Cluster
UID
ProLiant DL580
9.1GB
U
LTR
A3S
CSI
9.1GB
U
LTR
A3S
CSI
9.1GB
U
LTR
A3S
CSI
9.1GB
U
LTR
A3S
CSI
DuplexS i m p l e x 10 101 2 3012
UID
P r o L i a n t D L 5 8 0
9.1GB
ULT
RA3
SCSI
9.1GB
ULT
RA3
SCSI
9.1GB
ULT
RA3
SCSI
9.1GB
ULT
RA3
SCSI
Duplex S i m p l e x 10 101 2 3012
UID
ProLiant DL580
9.1GB
ULTR
A3SC
SI
9.1GB
ULT
RA3S
CSI
9.1GB
ULT
RA3S
CSI
9.1GB
ULT
RA3S
CSI
DuplexS i m p l e x 10 101 2 3012
UID
ProLiant DL580
9.1GB
ULT
RA3
SCSI
9.1GB
ULT
RA3
SCSI
9.1GB
ULT
RA3
SCSI
9.1GB
ULT
RA3
SCSI
Duplex S i m p l e x 10 101 2 3012
18.2 GB1 0 kULTRA3 SCSI
18.2 GB1 0 kULTRA3 SCSI
18.2 GB 1 0 kULTRA3 SCSI
18.2 GB 1 0 kULTRA3 SCSI
1 8 . 2 G B1 0 kULTRA3 SCSI
1 8 . 2 G B1 0 kULTRA3 SCSI
UID
ProLiant DL580
9.1GB
ULTRA3SCSI
9.1GB
ULTRA3SCSI
9.1GB
ULTRA3SCSI
9.1GB
ULTRA3SCSI
Duplex Simplex 10 101 2 3012
U I D
ProLiant DL580
9.1GB
ULTRA3SCSI
9.1GB
ULTRA3SCSI
9.1GB
ULTRA3SCSI
9.1GB
ULTRA3SCSI
Dup lex S i m p l e x 10 101 2 3012
ERP: SA P R/ 3
CRM
0 1 2 3 4 5
9.1GB
ULTRA3SCSI
9.1GB
ULTRA3SCSI
9.1GB
ULTRA3SCSI
9.1GB
ULTRA3SCSI
9.1GB
ULTRA3SCSI
9.1GB
ULTRA3SCSI
9.1GB
ULTRA3SCSI
9.1GB
ULTRA3SCSI
9.1GB
ULTRA3SCSI
9.1GB
ULTRA3SCSI
9.1GB
ULTRA3SCSI
9.1GB
ULTRA3SCSI
0 1 2 3 4 5
hpProL ian t ML570C A G E A C A G E B
Revenue A ssurance: T-Ra csHeartbeat del Cluster
TruCluster
CRM
FRA U D E
P r e p a g o
Infraestructura de Redy Servicios
EAI
UID
P r o L i a n t D L 5 8 0
9.1GB
U
LTR
A3S
CSI
9.1GB
U
LTR
A3S
CSI
9.1GB
U
LTR
A3S
CSI
9.1GB
U
LTR
A3S
CSI
Duplex Simplex 10 101 2 3012
Superdome I
Superdome II Superdome III
AlphaserverES 45
AlphaserverES 45
HP Proliant 380
CRM Web Servers
HP Proliant 580
HP Proliant 580
HP Non-stop
S86000
+
2x Alpha DS-60
+
1x AlphaES 40
HP Proliant ML 570
HP Proliant 580 HP Proliant 580
HA ensured via:
Service Guard
TruCluster
MS WCS
Storage LTO-2 3.9T approx
HP ISM Presentation
53
11/9/2006 104
HP offering (3/8) – EAI ARCHITECTURE
II HP OSS Workshop - Colombia Móvil Project
Service Provider infrastructure
HP OpenViewService
Activator
PrepaidRTPB
CRMSiebel
PostpaidPORTALInfranet
HP FMS
HP Adapter
COTS Adapter HP Adapter HP Adapter
TIBCO RVTIBCOInConcert
HP Adapter
11/9/2006 105
HP offering (4/8) – EAI INTEGRATION APPROACH
II HP OSS Workshop - Colombia Móvil Project
Customer business plan
products tocustomers
Packages &Applications
interfaces,flows, APIs,...
config, app data model
high-levelfunctional specs
mapping
BML
SML
NML
EML
processes toimplement svcs
processesbusinessoperationalmaintenance
services to beoffered
servicesdriven by products
technology
technologydrive selection of
equipment vendors
top-down from processesdrive integration requirementsensuring end-to-end andflow-through
bottom-up drives functionalrequirements, configurationensuring best-in-breed
Mapping provides functionalrequirements, allowing fornext phase: IMPLEMENTATION!
HP ISM Presentation
54
11/9/2006 106
HP offering (5/8) – EAI INTEGRATION APPROACH
II HP OSS Workshop - Colombia Móvil Project
Usage of ISM Templates* for Processes (HP ISO)• 30+ Processes: The implementation happened in phases inside the project R1, R2, R3, L+1 and L+2
1 Creation of Service Order (Post paid-Activation)
2 Creation of Service Order (Pre paid-Activation)
3 Modify Subscriptions for Pre-paid customers
4 Modify Subscriptions for Post-paid customers
5 Apply Special Discounts
6 Suspend Service of an account (Pre-paid , Post-paid, Controlled Account)
7 Resume Service of an account (Pre-Paid, Controlled Account & Post-Paid)
8 Change Account information for Pre-paid, Controlled Account & Post-paid (except Plan)
9 Re-Charging Pre-paid & Controlled Account customers thru CRM (Credit Cards etc)
10 Removal of an account (Post-Paid, Pre-Paid, Controlled Account)
11 Migration of account – Pre-Paid to Post-Paid
12 Migration of account - Post-paid to Pre-Paid
13 Suspension due to lack of payment in post-paid
14 Suspension due to lack of balance in Pre Paid
15 Suspend Customer Service due to Fraud
16 Restricting service after detection of possible Fraud
17 Update of Inventory After Sales ( SAP)
18 Change of Phone Number for SIM
19 Real time consultation of Prepaid customers.
20 Real time consultation of Post paid customers
21 Balance adjustment for Post Paid, Pre Paid & Controlled Account customer
22 Bulk Provisioning of Prepaid, Post Paid and Controlled Account Customer
23 Creation of Service Order for Pre-paid (Provision & Activate)
24 Creation of service order for Controlled Account
25 Modifying service order for controlled account customer
26 Real time consultation for controlled account customer
27 Migration of account – Pre-Paid to Controlled Account.
28 Migration of account - Post-paid to Controlled Account
29 Migration of account – Controlled Account to Post-Paid
30 Migration of account – Controlled Account to Pre-Paid
11/9/2006 107
HP offering (6/8) – EAI INTEGRATION APPROACH
II HP OSS Workshop - Colombia Móvil Project
HP ISO: Use Case DocumentationUse-case Name Activate the Pre-Paid subscribers Summary Activate the services for a pre-paid subscriber. Legislation in
Colombia mandates customer need to fill in the address information and prove the identity before the activation of services.This use case assumes that the services are pre-provisioned.
Example A prospective customer approaches point of sale and completes the formalities of buying a Pre-paid product. The customer is asked to provide the customer information and then the services are activated as soon as the customer calls the CSR and informs him of his purchase
Actors Siebel (CSR), OVSA, RTPBPre-Conditions Resource provisioning and billing account creation already
successfully completed.Numbers are pre-allocated for the prepaid customers.
Begins When CSR completes the order formalities and press ‘Submit buttonActions 1. Modify the RTPB billing account with customer information.
2. Activate Billing account in RTPB. (Activate subscription)3. Moving subscriber from installed state to active state.4. Failure of activation in RTPB will stop the process. CSR need to
create a work order for rectifying the problem. Once the problem is solved process need to re-start.
5. Activate the service using OVSA6. Status update in Siebel.
End When Successful activation of servicePost-conditions Service is activated and customer is able to consume the service
Billing system will be activated to start billing
HP ISM Presentation
55
11/9/2006 108
HP offering (7/8) – EAI INTEGRATION APPROACH
II HP OSS Workshop - Colombia Móvil Project
HP ISO: Use Case Activity Diagram
Start
Check Customer type
Create Account profile in Portal Infranet in de-activate mode
Postpaid
Check Status
Update AccountId in Siebel Log error in
Error database
Is pre provisioned?
Controll ed/Prepaid
Create FF and obtain Subscription Id from RTB
Yes
Create Subscription in RTB
No
Update number status in Infranet
Update Subscription id in Siebel
Success
Prepaid
Log error in Error databaseError
Log error in Error databas e
Unsuccesful Completion
Check Status
Error
Unsuccesful Completion
Check Customer type
Controlled
Check Status
ErrorSuccess
Unsuccesful Completion
Successful CompletionSuccessful Completion
Success
Activate Billing process starts
11/9/2006 109
HP offering (8/8) – EAI INTEGRATION APPROACH
• Integration approach
II HP OSS Workshop - Colombia Móvil Project
Bus
R V
FraudesAdapter
FRAUDES
H A W K
FRAUDES RESPALDO
R V
FraudesAdapter
FRAUDES
H A W K
FRAUDES MASTER
Bus
RVRD RTPB
Adapter
RTPBH A W K
RTPB RESPALDO
R V R D R T B
Adapter
RTBH A W K
RTPB MASTER
Bus
INFRANET RESPALDO
R V
IM OC Infranet
OC Adapter
PORTAL
H A W K
IM Cons.Infranet
Cons. AdapterINFRANET MASTER
R V
I M O C Infranet
OC Adapter
PORTAL
H A W K
IM Cons.Infranet
Cons. Adapter
OVSA RESPALDO
R V IM OVSA
OVSA Adapter
OVSA H A W K
IM R E C O V E R Y
OVSA MASTER
R V IM OVSA
OVSA Adapter
OVSA H A W K
I MR E C O V E R Y
SIEBEL RESPALDO
R V R D IM Siebel
Siebel Adapter
SIEBEL
H A W K
SIEBEL MASTER
RVRD IM Siebel
Siebel Adapter
SIEBEL
H A W K
TIBCO EAI RESPALDO
R V R DIM RTB
IcProcess
H A W K
IC Billing
IC Activation IC Subscriber
TIBCO EAI MASTER
R V R DI M R T B
IcProcess
HAWK
IC Billing
IC Activation IC Subscriber
Distributed Architecture
HP ISM Presentation
56
page 11011/9/2006
Questions?
Quote slide