introduction to hp integrated service management

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

[email protected]

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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HP today

© 2006 Hewlett-Packard Development Company, L.P.The information contained herein is subject to change without notice

3 11/9/2006

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.

11/9/2006 13

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





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

11/9/2006 19

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.)

11/9/2006 21

•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





why?

what?

how?

with?

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HP ISM—functional view• Address the business challenges:



capture revenue





bottom




11/9/2006 27

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

11/9/2006 29

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

11/9/2006 31

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


financial asset managementfinancial asset management

human resources managementhuman resources management

shareholder & external relations managementshareholder & external relations management

enterprise quality management, process & IT planning & architecture


research & development, technology acquisition


disaster recovery, security, & fraud management


customercustomer

TMF eTOM Process framework TMF eTOM Functional processesTMF eTOM Vertical processesTMF eTOM

11/9/2006 33

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

11/9/2006 35

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

11/9/2006 37

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

11/9/2006 41

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

11/9/2006 43

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)



OSS

technologypeople

process

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Technical view of OSS

businessview

functionalview

technicalview

implementationview





why?

what?

how?

with?

11/9/2006 45

HP ISM—technical view• Address the business challenges:



capture revenue

• HP ISM is built and structured as• HP Adaptive Management

focusing on service providers• Service Oriented Architecture• NGOSS implementation



bottom




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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!

11/9/2006 47

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

11/9/2006 49

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

11/9/2006 53

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

11/9/2006 55

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

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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 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


Proxy




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

32

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

33

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



financial asset managementfinancial asset management

human resources managementhuman resources management

shareholder & external relations managementshareholder & external relations management







customercustomerhp ism focus

TMF eTOM Process framework TMF eTOM Functional processesTMF eTOM Vertical processesTMF eTOM

HP ISM Presentation

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11/9/2006 68

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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11/9/2006 70

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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11/9/2006 74

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

39

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

40

11/9/2006 78

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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11/9/2006 80

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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11/9/2006 82

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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11/9/2006 84

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



OSS

technologypeople

process

HP ISM Presentation

44

Implementation view of OSS

businessview

functionalview

technicalview

implementationview





why?

what?

how?

with?

11/9/2006 87

HP ISM—implementation view• Address the business challenges:



capture revenue





bottom




HP ISM Presentation

45

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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11/9/2006 90

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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11/9/2006 92

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



Problemmanagement


intelligence

Customer portal

Executive dashboard

Serviceactivation

Inventory& design

Faultmanagement


Usagemediation



Accessnetworks

Corenetworks

DSL


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



Problemmanagement


intelligence

Customer portal

Executive dashboard

Serviceactivation

Inventory& design

Faultmanagement


Usagemediation



Accessnetworks

Corenetworks

DSL


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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11/9/2006 94

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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11/9/2006 96

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



OSS

technologypeople

process


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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11/9/2006 98

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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11/9/2006 100

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!)


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

HP ISM Presentation

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11/9/2006 102

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


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 GB1 0 kULTRA3 SCSI




1 8 . 2 G B 10kULTRA3 SCSI

1 8 . 2 G B 10kULTRA3 SCSI



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ProLiant DL580

9.1GB

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9.1GB

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9.1GB

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DuplexS i m p l e x 10 101 2 3012

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9.1GB

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9.1GB

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9.1GB

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9.1GB

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9.1GB

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9.1GB

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DuplexS i m p l e x 10 101 2 3012

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9.1GB

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9.1GB

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Duplex S i m p l e x 10 101 2 3012





1 8 . 2 G B1 0 kULTRA3 SCSI

1 8 . 2 G B1 0 kULTRA3 SCSI

UID

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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

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CRM

FRA U D E

P r e p a g o

Infraestructura de Redy Servicios

EAI

UID


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

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11/9/2006 104

HP offering (3/8) – EAI ARCHITECTURE


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


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

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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 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

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11/9/2006 108



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


Check Customer type

Controlled

Check Status

ErrorSuccess


Successful CompletionSuccessful Completion

Success

Activate Billing process starts

11/9/2006 109


• Integration approach


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

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page 11011/9/2006

Questions?

Quote slide

introduction to hp integrated service management

Documents