etom
DESCRIPTION
telecomTRANSCRIPT
The TeleManagement Forum provides an industry-driven framework through its NGOSS initiative: New Generation Operational Support Systems
Tele Management Forum aims at providing an industry driven framework for the management and operation of information and communications services.
The NGOSS program is delivering this framework for producing New Generation OSS/BSS solutions.
NGOSS is supported by a repository of documentation, models and guidelines that support this development:
• Enhanced Telecom Operating Map: eTOM
• Shared information Data Model: SID
• Technology Neutral Architecture and Contract Interface
• NGOSS compliance
NGOSS approach is being validated by Catalyst programs with TMF oversight.
Some vendors are migrating their solutions to become NGOSS compliant.
NGOSS provides valuable tools to define, benchmark and evaluate business requirements and solutions.
Tele Management Forum aims at providing an industry driven framework for the management and operation of information and communications services.
The NGOSS program is delivering this framework for producing New Generation OSS/BSS solutions.
NGOSS is supported by a repository of documentation, models and guidelines that support this development:
• Enhanced Telecom Operating Map: eTOM
• Shared information Data Model: SID
• Technology Neutral Architecture and Contract Interface
• NGOSS compliance
NGOSS approach is being validated by Catalyst programs with TMF oversight.
Some vendors are migrating their solutions to become NGOSS compliant.
NGOSS provides valuable tools to define, benchmark and evaluate business requirements and solutions.
TMF – NGOSS OverviewTMF – NGOSS Overview
What is eTOM?
Service Provider Concerns
Industry Needs• An ‘Industry Standard’ business
process framework• Common definitions to describe
process elements of a service provider• Agreement on basic information
required to perform each process element within a business activity and its use within the overall NGOSS program
• A process framework for identifying which processes and interfaces are in most need of integration and automation and most dependent on industry agreement
Enhanced Telecom Operations Map
Telecom Management Forum is a non-profit organisation with various initiatives to streamline Operations Systems Support (OSS) architecture
• eTOM is the ongoing TM Forum initiative to deliver a business process model or framework for use by service providers and others within the telecommunications industry.
• eTOM describes all the enterprise processes required by a service provider and analyzes them to different levels of detail according to their significance and priority for the business
• It can also be used by vendors and system integrators to better place their solution in relation to other products.
• SID is an attempt to create a shared information and communication service for the Telecom industry
• The definitions focus on business entity definitions and attribute definitions and should preferably be used together with UML
• The framework provides a non-redundant view of the shared information and data.
• The TMF Applications Map provides a frame of reference for telecom applications.
• Intends to give the industry is a common frame of reference that allows the various players who specify, procure, design and sell operation and business support systems to understand each others viewpoints.
eTOMeTOM SIDSID TAMTAM
TMF’s SID helps define the data sets that network inventory systems should own and make available in an enterprise information model
SID describes Aggregate Business Entities to define data sets in its common information model.
SID describes Aggregate Business Entities to define data sets in its common information model.
SID Business EntitiesSID Business Entities
The TMF Telecom Application Map provides a framework to define the functional application areas
Several application areas are defined in the Telecom Applications Map (TAM).
Application areas are:
Service Design/Assign Applications
Resource Planning and Optimisation
Resource Assign and Design
Resource Inventory Management
Partly covered are:
Resource Provisioning/Configuration
Resource Activation
Correlation and root cause analysis
Several application areas are defined in the Telecom Applications Map (TAM).
Application areas are:
Service Design/Assign Applications
Resource Planning and Optimisation
Resource Assign and Design
Resource Inventory Management
Partly covered are:
Resource Provisioning/Configuration
Resource Activation
Correlation and root cause analysis
Functional coverageFunctional coverage
TMF’s eTOM process model allows mapping and engineering of processes and their interactions with other process areas
The eTOM (enhanced Telecom Operations Map) is the most widely used and accepted model for business processes in the telecommunications industry.
The eTOM model describes the full scope of business processes required by a service provider and defines key elements and how they interact
Each area of business activity is defined in the form of Process Components.
The eTOM (enhanced Telecom Operations Map) is the most widely used and accepted model for business processes in the telecommunications industry.
The eTOM model describes the full scope of business processes required by a service provider and defines key elements and how they interact
Each area of business activity is defined in the form of Process Components.
eTOM ModeleTOM Model
In eTom, each Process can be decomposed to multiple levels of details.
Level 1: Core Business Processes
Level 2: Functions
Level 3: Activities
Level 4: Tasks
In this presentation, we give an overview of eTom level 1 processes then we focus in more detail on some of the most important processes.
Level 1: Core Business Processes
Level 2: Functions
Level 3: Activities
Level 4: Tasks
In this presentation, we give an overview of eTom level 1 processes then we focus in more detail on some of the most important processes.
eTOM levelseTOM levels
8
Operations - Level 1 - Vertical View
Operations Support and Readiness: Ensures operational readiness in the fulfillment, assurance and billing areas. Act in a supporting role to immediate Customer facing and real time operations.Fulfillment: Provides Customers with their requested products in a timely and correct manner.
Assurance: Executes proactive and reactive maintenance activities to ensure service to Customers.
Billing: Produces timely and accurate invoices, collects payment and handles billing enquiries.
OperationsOperations Support and Readiness
Fulfillment Assurance Billing
9
Operations - Level 1 - Horizontal View
Customer Relationship Management:: Handles customers needs, including the acquisition, enhancement and retention of a relationship with a Customer.
Service Management & Operations: Handles services and the provision of communications and information services required by or proposed to customers
Resource Management & Operations: Handles resources (application, computing and network infrastructure), required to deliver and support services ordered by or proposed to customers
Supplier/Partner Relationship Management: Supports the core operational processes through interaction with external suppliers and/or partners. Align closely with a supplier’s or partner’s Customer Relationship Management processes.
Operations
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
10
SIP - Level 1 - Vertical View
Strategy & Commitments: Generates strategies in support of the Infrastructure and Product Lifecycle processes and gains business commitment within the enterprise to support them.
Infrastructure Lifecycle Management: Defines, plans and implements all necessary infrastructures including applications, computing, network, operations centers, architectures, etc.
Product Lifecycle Management: Defines, plans, designs and implements all products and services in the Enterprise’s portfolio.
Strategy, Infrastructure & ProductStrategy & Commit.
Infrastructure Lifecycle Management
Product Lifecycle Management
11
SIP - Level 1 - Horizontal View
Marketing & Offer Management: Defines strategies, develops new products, manages existing products and implements marketing and offer strategies for Core products and services.
Service Development & Management: Plans, develops and delivers services to Operations; including defining strategies for service creation and design, assessing service performance, and anticipating service demand
Resource Development & Management: Plans, develops and delivers resources needed to support Operations; including development of network and anticipating resource needs for future service demand
Supply Chain Development & Management: Focuses on external interactions with the supply chain to ensure the right suppliers and partners are chosen and their contribution is timely and meets performance standards.
Strategy, Infrastructure & Product
Marketing & Offer Management
Service Development & Management
Resource Development & Management
Supply Chain Development & Management
12
Enterprise Management - Level 1
Enterprise Management: Corporate functions that focus on Enterprise level processes to run the business: interfaces with almost all processes in the Enterprise.
Enterprise Management
Strategic & EnterprisePlanning
Enterprise RiskManagement
Enterprise EffectivenessManagement
Knowledge & ResearchManagement
Financial & AssetManagement
Stakeholder & ExternalRelations Management
Human ResourcesManagement
OperationsOperationsOperations Support & Readiness
Fulfillment Assurance Billing
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Customer Interface Management
Selling
Marketing Fulfillment Response
Order HandlingProblem Handling
Customer QoS/SLA
Management
Billing & Collections
Management
Service configuration &
Activation
Service Problem
Management
Service Quality Analysis, Action &
Reporting
Service & Specific
Instance Rating
Resource Provisioning & Allocation to
Service Instance
Resource Problem
Management
Resource Quality Analysis, Action
& Reporting
Resource Data Collection, Analysis & Control
S/P BuyingS/P Purchase
Order Management
S/P Problem Reporting & Management
S/P Performance Management
S/P Settlements & Billing
Management
Retention & Loyalty
Supplier/Partner Interface Management
Resource Restoration
Telecom @ SGI
OperationsOperationsOperations Support & Readiness
Fulfillment Assurance Billing
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Customer Interface Management
Selling
Marketing Fulfillment Response
Order HandlingProblem Handling
Customer QoS/SLA
Management
Billing & Collections
Management
Service configuration &
Activation
Service Problem
Management
Service Quality Analysis, Action &
Reporting
Service & Specific
Instance Rating
Resource Provisioning & Allocation to
Service Instance
Resource Problem
Management
Resource Quality Analysis, Action
& Reporting
Resource Data Collection, Analysis & Control
S/P BuyingS/P Purchase
Order Management
S/P Problem Reporting & Management
S/P Performance Management
S/P Settlements & Billing
Management
Retention & Loyalty
Supplier/Partner Interface Management
Resource Restoration
Telecom @ SGI
Ordering, Provisioning, Configuration of
communications services and network solutions including IP
VPN, MPLS, ATM, H-PNNI, Frame Relay, VoIP, IP
Telephony, Video, DSL, Internet Dial, GPRS, Wi-Fi,
Ethernet and IP Sec
Capturing data from Ordering/ Provisioning systems and
from several Networks (MTN, IP Network, IGVN, etc) and provides reliable Customer
data to Ordering / Provisioning / Configuration , Billing and
Reporting (QoS & SLA reports)
FulfillmentFulfillment
OperationsOperationsOperations Support & Readiness
Fulfillment Assurance Billing
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Customer Interface Management
Selling
Marketing Fulfillment Response
Order HandlingProblem Handling
Customer QoS/SLA
Management
Billing & Collections
Management
Service configuration &
Activation
Service Problem
Management
Service Quality Analysis, Action &
Reporting
Service & Specific
Instance Rating
Resource Provisioning & Allocation to
Service Instance
Resource Problem
Management
Resource Quality Analysis, Action
& Reporting
Resource Data Collection, Analysis & Control
S/P BuyingS/P Purchase
Order Management
S/P Problem Reporting & Management
S/P Performance Management
S/P Settlements & Billing
Management
Retention & Loyalty
Supplier/Partner Interface Management
Resource Restoration
Telecom @ SGI
Transactional tool for the Trouble Ticket management, Alarms management,
creation of an intervention, scheduled operations management for network services and planning
Assurance
OperationsOperationsOperations Support & Readiness
Fulfillment Assurance Billing
Customer Relationship Management
Service Management & Operations
Resource Management & Operations
Supplier/Partner Relationship Management
Customer Interface Management
Selling
Marketing Fulfillment Response
Order HandlingProblem Handling
Customer QoS/SLA
Management
Billing & Collections
Management
Service configuration &
Activation
Service Problem
Management
Service Quality Analysis, Action &
Reporting
Service & Specific
Instance Rating
Resource Provisioning & Allocation to
Service Instance
Resource Problem
Management
Resource Quality Analysis, Action
& Reporting
Resource Data Collection, Analysis & Control
S/P BuyingS/P Purchase
Order Management
S/P Problem Reporting & Management
S/P Performance Management
S/P Settlements & Billing
Management
Retention & Loyalty
Supplier/Partner Interface Management
Resource Restoration
Telecom @ SGI
Voice, 3G and IN Mediation using Amdocs ASMM.
Fraud Management using Minotaur.
Rating and Billing using Highdeal, BRM
Billing
An example of use 1: A System Architecture
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An example of use 2: A System Architecture
Customer
CustomerInterface Management
Network & SystemsManagement
Network Element Management Processes
Physical Network and Information Technology
Customer Care
Service development & Operations
Web Self ServiceATG, WebMethods
Operational CRMPeopleSoft 8.x
Lead, Opportunities, Proposal, Order, Customer Contact & Care,
Incident & Problem Mgt
Print vendor
Passive Mediation
ProvisioningPlatform
Convergent Billing System
Scoring
Interpay / Bank
COIN
GPRS/EDGE
CTI – Genesys /aspect
Campaign Mgt -
Unica
MVNO
IVRDealers & Shops
Access NetworkCore Network
Access NetworkCore Network
IN
Orange NL Web Portal
E-careE-billing E-shop
AnalyticalCRM
-
DWH
ServiceChargingGateway VAS
Platform
Web / WapPortal: Group
Fusion Work Transaction Manager
EnterpriseResourcesPlanning
-DRIS/SAP
CSR
Reference DataCustomer
P&S CatalogueInstalled Services
SuppliersVoucher
SIMHandset
WarehouseDealers
InvoicingcollectionAccount
receivableBSCS/
Oracle Financial
Clearing House
3rd PartyInterconnect
RoamingContent provider
MVNO
Enterprise Application Integration - WebMethods
Web - ATG
Reference DataCustomer
P&S Catalogue
Installed Services
Customer,data
P&S Catalogue,
CasesWH inventory
/logisticGeneral Ledger,Dealer structure
DWH
Prospect
Customer
Customer,Installed Services,
,Network Resources
Convergent Billing Catalogue
Network ressources
Rating Catalogue,
Prepaid balance
P&S Catalogue
P&S Catalogue
BSCS & Related Systems
Infranet & Related Systems
Vantive & Related Systems
DWH -CampaignRelated Systems
SAPRelated Systems
Key
Key :
Master: system creating or modifying data
Slave: Data replication
EAI
Questions and Answers