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3GPP TS 32.101 V9.0.0 (2009-09)Technical Specification

3rd Generation Partnership Project;Technical Specification Group Services and System Aspects;

Telecommunication management;Principles and high level requirements

(Release !

The present document has been developed within the 3rdGeneration Partnership Project (3GPPTM) and may be further elaborated for the purposes of 3GPP.

The present document has not been subject to any approval process by the 3GPP Oranisational Partners and shall not be implemented.

This !pecification is provided for future development wor" within 3GPPonly. The Oranisational Partners accept no liability for any use of this

!pecification.!pecifications and reports for implementation of the 3GPPTMsystem should be obtained via the 3GPP Oranisational Partners# Publications Offices.

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$eywordsUMTS, management

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*ontents

7oreword..........................................................................................................................................................

8 !cope......................................................................................................................................................

* /eferences..............................................................................................................................................

3 9efinitions and abbreviations...............................................................................................................3.8 9efinitions.........................................................................................................................................................

3.* bbreviations.....................................................................................................................................................

: General.................................................................................................................................................:.8 P5M& Telecom Manaement............................................................................................................................

:.8.8 0asic objectives for P5M& manaement....................................................................................................:.8.* 3GPP reference model..................................................................................................................................:.8.3 3GPP provisionin entities...........................................................................................................................:.8.: Manaement infrastructure of the P5M&....................................................................................................

:.* %T;T TM&.......................................................................................................................................................

< rchitectural framewor"........................................................................................................................< 1ustomer /elationship Manaement (1/M) processes....................................................................................>...

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>.>.* !ervice 1onfiuration = ctivation............................................................................................................>.>.3 !ervice Problem Manaement.....................................................................................................................>.>.: !ervice Buality Manaement.......................................................................................................................>.>.< !ervice = !pecific %nstance /atin.............................................................................................................>.A /esource Manaement = Operations (/M=O) Processes...............................................................................

>.A.8 /M=O !upport = /eadiness......................................................................................................................

>.A.* /esource Provisionin.................................................................................................................................>.A.3 /esource Trouble Manaement...................................................................................................................>.A.: /esource Performance Manaement...........................................................................................................>.A.< /esource 9ata 1ollection = Processin......................................................................................................>.D !upplierCPartner /elationship Manaement (!CP/M) processes......................................................................

>.D.8 !CP/M !upport = /eadiness.......................................................................................................................>.D.* !CP /eEuisition Manaement.......................................................................................................................>.D.3 !CP Problem /eportin = Manaement.......................................................................................................>.D.: !CP Performance Manaement.....................................................................................................................>.D.< !CP !ettlements = 0illin Manaement......................................................................................................>.D.> !CP %nterface Manaement...........................................................................................................................

A P5M& manaement functional architecture.........................................................................................A.8 TM architectural aspects....................................................................................................................................

A.* Performance Manaement.................................................................................................................................A.*.8 Overview......................................................................................................................................................A.*.* !tandardisation objectives............................................................................................................................A.3 /oamin manaement overview.......................................................................................................................A.: 7raud manaement overview.............................................................................................................................A.< 7ault Manaement.............................................................................................................................................

A..8 Overview......................................................................................................................................................A.>.8.8 5ayer 0 ; OM=P Transport %P &etwor".............................................................................................A.>.8.* 5ayer ; pplication 5ayer...................................................................................................................

A.>.8.3 1ommon !ervices..................................................................................................................................A.A !oftware Manaement.......................................................................................................................................A.A.8 Overview......................................................................................................................................................A.A.8.8 Main !oftware Manaement process.....................................................................................................A.A.8.* !oftware 7ault Manaement..................................................................................................................A.D 1onfiuration Manaement...............................................................................................................................

A., ccountin Manaement...................................................................................................................................A.8+ !ubscription Manaement.................................................................................................................................A.88 !ubscriber and 2Euipment Trace Manaement.................................................................................................A.8* OM=P of the P5M& FManaement %nfrastructureF......................................................................................A.83 !ervice 5evel Trace Manaement.....................................................................................................................

Annex A (normative): 3GPP management application layer protocols..........................................

Annex B (normative): 3GPP management network layer protocols...............................................

Annex C (normative): 3GPP management IRP ol!tion ets.........................................................

Annex " (in#ormative): $o %anagement.........................................................................................

9.8 Overview..............................................................................................................................................

9.* Bo! Provisionin..................................................................................................................................9.*.8 1onceptual rchitecture....................................................................................................................................9.*.* &M5 Bo! Policy Provisionin..........................................................................................................................9.*.3 2M5 Bo! Policy Provisionin..........................................................................................................................9.*.: Policy 9ecision Point........................................................................................................................................9.*.< Policy 2nforcement Point..................................................................................................................................

9.3 Bo! Monitorin....................................................................................................................................9.3.8 Bo! Monitorin 1onceptual rchitecture.........................................................................................................

9.3.* &etwor" 2lement...............................................................................................................................................

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9.3.3 2lement Manaement 5ayer..............................................................................................................................9.3.: &etwor" Manaement 5ayer.............................................................................................................................

9.: Bo! Manaement /eferences...............................................................................................................9.:.8 Policy 0ased Bo! Provisionin /eferences......................................................................................................9.:.* Policy 0ased Bo! Monitorin /eferences........................................................................................................

Annex & (normative): 'ype protocols an in#ormation moel #or !se in 'ype *amanagement inter#ace..................................................................................

Annex + (in#ormative): C,ange ,istory..............................................................................................

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oeod

This Technical !pecification (T!) has been produced by the 3 rdGeneration Partnership Project (3GPP).

The contents of the present document are subject to continuin wor" within the T!G and may chane followin formalT!G approval. !hould the T!G modify the contents of the present document- it will be re;released by the T!G with an

identifyin chane of release date and an increase in version number as follows

?ersion '.y.

where

' the first diit

8 presented to T!G for informationH

* presented to T!G for approvalH

3 or reater indicates T!G approved document under chane control.

y the second diit is incremented for all chanes of substance- i.e. technical enhancements- corrections-

updates- etc.

the third diit is incremented when editorial only chanes have been incorporated in the document.

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IDJ The Object Manaement Group (OMG) FThe 1ommon Object /eEuest 0ro"er rchitecture and!pecificationF- /evision *.3- Kune 8,,,.httpCCwww.om.orCtechnoloyCdocumentsCvault.htmL1O/0%%OP

I,J ... I8*J ?oid

I83J %!O DJ %2T7 /71 8++> F%!O Transport on top of the T1PF- Marshall T. /ose- 9wiht 2. 1ass- &orthrop/esearch and Technoloy 1enter- May 8,DA. !tatus !tandard.

I:AJ %2T7 /71 A,3 FTransmission 1ontrol Protocol (T1P)F- !eptember 8,D8. !tatus !tandard.

I:DJ %2T7 /71 A,8 F%nternet Protocol (%P)F- !eptember 8,D8. !tatus !tandard.

I:,J %T;T /ecommendation N.>D+ (*++*) F%nformation Technoloy;bstract !ynta' &otation One(!&.8) !pecification of 0asic &otationF.

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3 e4"n"t"ons and a''e"at"ons

3.1 e4"n"t"ons

7or the purposes of the present document- the followin definitions apply

"omain %anager ("%):provides element manaement functions and domain manaement functions for a sub;networ". %nter;wor"in domain manaers provide multi vendor and multi technoloy networ" manaement functions.

&lement %anager (&%):provides a pac"ae of end;user functions for manaement of a set of closely related types ofnetwor" elements. These functions can be divided into two main cateories 2lement Manaement 7unctions and!ub;&etwor" Manaement 7unctions.

&lement %anagement #!nctions: for manaement of networ" elements on an individual basis. These are basically thesame functions as supported by the correspondin local terminals.

&nterprise ystems:%nformation !ystems that are used in the telecommunication oranisation but are not directly oressentially related to the telecommunications aspects (1all 1entre#s- 7raud 9etection and Prevention !ystems- %nvoicin

etc).

In#ormation ervice (I):9efined in 3GPP T! 3*.8

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3.2 &''e"at"ons

7or the purposes of the present document- the followin abbreviations apply

P% pplication Prorammin %nterface!&.8 bstract !ynta' &otation One

TM synchronous Transfer Mode0*0 0usiness to 0usiness0;%!9& 0roadband %!9&

0OOTP 0oot protocol15% 1ommand 5ine %nterface1OP! 1ommon Open Policy !ervice1OP!;P/ 1OP! sae for Policy Provisionin1O/0 %%OP 1ommon Object /eEuest 0ro"er rchitecture %nternet %nter;O/0 Protocol1O/0 1ommon Object /eEuest 0ro"er rchitecture

1O/0C%95 1ommon Object /eEuest 0ro"er rchitectureC%nterface 9efinition 5anuae91& 9ata 1ommunications &etwor" 921T 9iital 2nhanced 1ordless Telecommunications9@1P 9ynamic @ost 1onfiuration Protocol

9M 9omain Manaer 9&! 9irectory &ame !ervice

9!!8 9iital !ubscriber !ystem 82M 2lement Manaer 2M! 2lement Manaement !ystem2! 2nterprise !ystemseTOM 2nhanced Telecom Operations Map6 (TeleManaement 7orum)

77! 7or 7urther !tudy7TM 7ile Transfer ccess and Manaement7TP 7ile Transfer Protocolftp 7TPGG!& Gateway GP/! !upport &odeGo interface The interface between the GG!& and the Policy 9ecision 7unction (P97)

G!M Global !ystem for Mobile communications@5/ @ome 5ocation /eister @!! @ome !ubscriber !erver %95 %nterface 9efinition 5anuae%2T7 %nternet 2nineerin Tas" 7orce%%OP %nternet %nter;O/0 Protocol

%& %ntellient &etwor" %&P %ntellient &etwor" pplication Part%/P %nteration /eference Point%! %nformation !ervice%!9& %nterated !ervices 9iital &etwor" 59P 5ihtweiht 9irectory ccess Protocol

59P 59P 9uplicationC/eplicationCpdate Protocols

55 5oical 5ayered rchitectureMP Mobile pplication PartM2'2 Mobile 2'ecution 2nvironmentM%0 Manaement %nformation 0aseMM% Man;Machine %nterface

&2 &etwor" 2lement&M &etwor" Manaer&M! &etwor" Manaement !ystem&/M &etwor" /esource ModelOM=P Operations- dministration- Maintenance and ProvisioninO! Operations !ystem

O!% Open !ystems %nterconnectionO!! Operations !upport !ystem

p*p Peer;to;PeerP97 Policy 9ecision 7unctionP9@ Plesiochronous 9iital @ierarchy

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P9P Policy 9ecision PointP%0 Policy %nformation 0aseP$% Public $ey %nfrastructureP5M& Public 5and Mobile &etwor" P!T& Public !witched Telephone &etwor"

Bo! Buality of !ervice

/&1 /adio &etwor" 1ontroller /!?P /esource /eser?ation Protocol!P !ervice ccess Point!1 !ervice 1onsumer !9 !ervice 9irectory

!9@ !ynchronous 9iital @ierarchysftp secure ftp!5 !ervice 5evel reement!&MP !imple &etwor" Manaement Protocol (%2T7)!&MPC!M% !&MPC!tructure of Manaement %nformation!O !ervice Oriented rchitecture

!OM !ervice Operations Manaement!P !ervice Provider

!! !olution !et!!A !inallin !ystem &o. A!!@ !ecure !hell!!5 !ecure !oc"ets 5ayer

T1PC%P Transmission 1ontrol ProtocolC %nternet Protocoltftp trivial ftpTM Telecom ManaementTM7 TeleManaement 7orumTM& Telecommunications Manaement &etwor" (%T;T)TOM Telecom Operations Map (TM7)

2 ser 2EuipmentM5 nified Modellin 5anuaePT niversal Personal Telecommunication

!%M niversal !ubscriber %dentity ModuleT/ niversal Terrestrial /adio ccess?@2 ?irtual @ome 2nvironment

!95 eb !ervice 9escription 5anuae (31)

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Genea#

.1 PM Te#e!om Management

.1.1 7as"! o'8e!t"es 4o PM management

The reEuirements and decomposition of Telecom Manaement for 3G do not differ radically from that of *G systems.The followin basic objectives to be supported by themanaement specifications have been identified

; to be capable of manain eEuipment supplied by different vendors includin the manaement systemsthemselves.

; to minimise the comple'ity of P5M& manaement.

; to provide the communication between&etwor" 2lements (&2s) andOperations !ystems (O!) or betweenO!sthemselves via standardised interfaces (e.. 1O/0- !&MP- etc.) as appropriate and necessary.

; to minimise the costs of manain a P5M& such that it is a small component of the overall operatin cost.

; to provideconfiuration capabilities that are fle'ible enouh to allow rapid deployment of services.

; to provide interated 7ault Manaement capabilities.

; to simplify maintenance interventions by supportin remote maintenance operations.

; to allow interoperability between &etwor" OperatorsC!ervice Providers for the e'chane ofmanaementCcharin information. This includes interoperability with other networ"s and services(e.. %!9&C0;%!9&- P!T& and PT) as well as other P5M&s.

; to enable the support and control of a rowin number of resources. This would allow the system to start from a

small and simple confiuration and row as needed- both in sie and comple'ity.

; to re;use e'istin relevant standards (e.. G!M- %&- %!9&C0;%!9&- %T;T- TM7 etc.) where applicable.

; to support the security manaement of P5M&s (e.. "ey manaement- access control manaement- operation andadministration of security mechanisms) with particular emphasis on new features such as automatic roamin andpac"et switched services.

; to provide and support a fle'ible billin and accountin administration- to support charin across P5M&s.

; to address the manaement and assessment of system performance and operation throuh the use of commonmeasurements- etc. This would enable a &etwor" OperatorC!ervice Provider to assess actual performance aainstplanned tarets.

; to e'pose any information only once.(2'ample %n case an operator would li"e to chane one parameter in a cell Then all occurrences of thisparameter- e.. transceiver freEuency- hand;over relationships- performance measurements- freEuency hoppincontrol- etc.- should be chaned by one action only.)

; to support the restoration of an Operations !ystem (e.. resynchronisation and atomic transactions).

; to have one (8) name convention for networ" resources under manaement in the 3GPP conte't. To performnetwor" manaement tas"s- co;operatin applications reEuire identical interpretation of names assined tonetwor" resources under manaement. !uch names are reEuired to be unambiuous as well.

%t is ac"nowleded that the introduction of new architecture to support new services or the introduction of new servicesthemselves may impact the detailed reEuirements of some or all of the above.

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.1.2 3GPP e4een!e mode#

3GPP !ystem is made of the followin components

; one or more ccess &etwor"s- usin different types of access techniEues (G!M- T/- 921T- P!T&-%!9&- ...) of which at least one is T/H

; one or more 1ore &etwor"sH

; one or more %ntellient &ode &etwor"s service loic and mobility manaement- (%&- G!M ...)H

; one or more transmission networ"s (P9@- !9@ etc.) in various topoloies (point;to;point- rin- andpoint;to;multi;point...) and physical means (radio- fibre and copper ...).

The 3GPP system components have sinallin mechanisms amon them (9!!8- %&P- MP- !!A- /!?P-...).

7rom the service perspective- the 3GPP system is defined to offer

; !ervice support transparent to the location- access techniEue and core networ"- within the bearer capabilitiesavailable in one particular caseH

; ser to terminal and user to networ" interface (MM%) irrespective of the entities supportin the services reEuired(?@2)H

; Multimedia capabilities.

.1.3 3GPP $o"s"on"ng ent"t"es

T! **.8+8 F!ervices PrinciplesF I*J identifies two major entities- which cover the set of 3GPP functionalities involvedin the provision of the 3GPP services to the user. These are

ome &nvironment:This entity holds the functionalities that enable a user to obtain 3GPP services in a consistentmanner reardless of the user#s location or the terminal usedH

erving 0etwork:This entity provides the user with access to the services of the @ome 2nvironment.

.1. Management "n4astu!tue o4 t%e PM

2very P5M& Oranisation has its own manaement infrastructure. 2ach manaement infrastructure contains differentfunctionality dependin on the role;played and the eEuipment used by that P5M& 2ntity.

@owever- the core manaement architecture of the P5M& Oranisation is very similar. 2very P5M& Oranisation

; provides services to its customersH

; needs an infrastructure to fulfil them (advertise- orderin- creation- provisionin ...)H

; assures them (Operation- Buality of !ervice- Trouble /eportin and 7i'in ...)H

; bills them (/atin- 9iscountin ...).

&ot every P5M& Oranisation will implement the complete manaement architecture and related processes. !ome

processes may be missin dependent on the role a particularoranisation is embodyin. Processes not implemented bya particularoranisation are accessed via interconnections to otheroranisations- which have implemented theseprocesses (called N;interfaces in the %T;T TM& architecture).

The manaement architecture itself does not distinuish between e'ternal and internal interfaces.

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.2 TU-T TM

%T;T TM& (Telecommunications Manaement &etwor" standard from the %T;T)- as defined in %T;T

/ecommendation M.3+8+ I8J- provides

; an architecture- made of O! (Operations !ystems) and &2s (&etwor" 2lements)- and the interfaces between

them (B- within one Operator 9omain and N- between different Operators)H

; the methodoloy to define those interfacesH

; other architectural tools such as 55 (5oical 5ayered rchitecture) that help to further refine and define themanaement architecture of a iven manaement areaH

; a number of eneric andCor common manaement functions to be specialisedCapplied to various and specific

%T;T TM& interfaces.

The P5M& Manaement rchitecture is based on %T;T TM&- and will reuse those functions- methods and interfacesalready defined (or bein defined) that are suitable to the manaement needs of a P5M&.

nother manaement approach that is employed is the Telecom Operations Map from TeleManaement 7orum (TM7).

The Telecom Operations Map- usin the TM& model as a foundation- addresses operation support and manaement forany communications service from a top down customer oriented standpoint.

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5 &!%"te!tua# 4ameo:

5.1 Management e4een!e mode# and "nte4a!es

5.1.1 ;e"e

7iure 8 illustrates themanaement reference model. %t shows theOperations !ystems interfacin with other systems.

The present document (and the rest of the 3GPPmanaement detailed specifications) addresses theOperations !ystem(function and architecture wise) and the interfaces to the other systems (information and protocol wise).

The present document does not address the definition of any of the systems- which theOperations !ystem may interfaceto. The rest of the 3GPP specifications reardinmanaement will not cover them either.

%t is not the approach (nor it is possible) to re;define the complete manaement of all the technoloies that miht beused in the provision of a P5M&. @owever- it is the intention to identify and define what will be needed from the

perspective ofmanaement.

number of manaement interfaces in a P5M& are identified in fiure 8- namely

8) between the &etwor" 2lements (&2s) and the 2lement Manaer (2M) of a sinle P5M& OranisationH

*) between the 2lement Manaer (2M) and the &etwor" Manaer (&M) of a sinle P5M& OranisationH

&OT2 %n certain cases the 2lement Manaer functionality may reside in the &2 in which case this interface isdirectly from &2 to &etwor" Manaer). These manaement interfaces are iven the reference name %tf;&

and are the primary taret for standardiation.

3) between the &etwor" Manaers and the 2nterprise !ystems of a sinle P5M& OranisationH

:) between the &etwor" Manaers (&Ms) of a sinle P5M& OranisationH

:a) between the 9omain Manaers (9Ms) of a sinle P5M& Oranisation.

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-igure $. /anagement reference model

5.1.2 nte4a!es 4om ;$eat"ons S

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5.1.2.1 nte4a!es 4om +M ;$eat"ons S

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5.1.3 nte4a!es to +nte$"se S

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5.2 nte4a!e #ee#s

5.2.1 ;e"e

The manaement interfaces are studied here from five different perspectives or levels

8) 5oical (information model and flows used in the relationship manaer;aent- or eEuivalent)H

*) !olution !et (!!) 5evelH

3) pplication protocol (end;to;end- upper layers protocol runnin between manaer;aent- or eEuivalent)H

:) &etwor"in protocol (lower layer protocols carryin the information inCout the manaer and aent- oreEuivalents)H

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5.2.5 eto:"ng $oto!o# #ee#

hatever standardised protocol suite at the networ"in level that is capable of meetin the functional and operational

reEuirements (includin the networ" addressin aspects) of the 5oical and pplication Protocol levels of a ivenmanaement interface- is a valid &etwor"in Protocol for that interface.

number of reEuirements shall be met by the &etwor"in Protocol- as follows

; capability to run over all supported bearers (leased lines- N.*

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service- in the conte't of this document- is considered a blac" bo' whose internal desin and characteristics are of norelevance. service performs tas"s that satisfy a specific set of reEuirements. service is realied by a !erviceProvider (!P) entity. This entity- the !P- is responsible to reister (re usin the reister!ervice offered by !9 to !P ofthe followin diaram) its provisioned service in one or more !ervice 9irectory (!9) entities. !ervice 1onsumers(!1s)- without prior "nowlede of the "ind of services provisioned and the service access point (!P) of the

provisioned service- can consult the !9 for the information (re usin the locate!ervice offered by !9 to !1 of the

followin diaram). Once the !1 discovers the wanted provisioned service and its associated !P- it can contact the !Pand start consumin the wanted provisioned service (re usin the use!ervice offered by !P to !1 of the followindiaram).

sin the basic interaction scenario described above- a new !1 can be installed and activated without prior "nowlede

of its wanted service !P(s). s lon as a) the new !1 is iven the !P of the !9 and b) the !P providin the wantedservice has reistered its service with the !9- the new !1 can discover the availability of its wanted service and its !P-and thus- can bein to access the service wanted.

!imilarly- a new !P can be installed and activated (i.e. to provision its service) without prior "nowlede of its potential

!1(s). %t is reEuired to reister its provisioned service with !9(s).

The !9 is a special "ind of !P. %t provides two "inds of services. One service supports the reistration of the identity-availability and !P of the provisioned service (re reister!ervice offered by !9 to !P of the followin diaram). The

other service supports the discovery of services (re locate!ervice offered by !9 to !1 of the followin diaram).

The !9sQ !Ps for providin reistration of provisioned service should be made "nown to all !Ps. The !9sQ !Ps fordiscovery of provisioned service should be made "nown to all !1s. The means by which these !Ps are ma"e "nownto !1s and !Ps are not subject to standardiation.

The &2- 2M- &M and 9M of 7iure 8 are entities that contain a !P. The 9M- &M and 2nterprise !ystem of 7iure 8

are entities that contain a !1.

The followin diaram depicts the "ey elements of !O and their relations. The relation is depicted by an arrow with alabel. The arrow end indicates the consumer of the networ" manaement service. The other end indicates the providerof the service. The label identifies the service.

-igure "a. SA 4asic elements

5..2 &ggegat"on o4 S;& 'as"! e#ements

n entity can have one or more !1s and !Ps at the same time. This entity can consume services from !Ps- add its ownvalue usin internal function such as service areation- correlation- service reEuest redirection- information store andforward service- etc (re 7 of the followin diaram)- and provide a new set of enhanced service to other potential !1s.To play the role of !P- this entity would need to reister its enhanced service with !9. The diaram below depicts suchentity.

The 9M and &M of 7iure 8 are of this entity "ind.

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6 PM management $o!esses

6.1 Po!ess de!om$os"t"on

The present document details the eneral aspects of P5M& manaement. %t describes primarily the manaementprocesses that collectively support 1ustomer /elationship Manaement- !ervice Manaement=Operations and/esource Manaement=Operations.

These manaement processes are based on the widely accepted 2nhanced Telecom Operations Map6 (or eTOM forshort)- developed by the TeleManaement 7orum. This reference framewor" for cateoriin the business activities thata service provider will use is found in the %T;T /ecommendations M.3+

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6.2 Vo"d

6.3 Vo"d

6. Vo"d

6.5 *ustome Re#at"ons%"$ Management (*RM) $o!esses

1ustomer /elationship Manaement (1/M) This horiontal functional process roupin considers the fundamental"nowlede of customers# needs and includes all functionalities necessary for the acEuisition- enhancement and retentionof a relationship with a customer. %t is about customer service and support- whether storefront- telephone- web or fieldservice. %t is also about retention manaement- cross;sellin- up;sellin and direct mar"etin for the purpose of sellinto customers.

1/M also includes the collection of customer information and its application to personalie- customie and interatedelivery of service to a customer- as well as to identify opportunities for increasin the value of the customer to theenterprise.

1/M applies to both conventional retail customer interactions- as well as to wholesale interactions- such as when anenterprise is sellin to another enterprise that is actin as the #retailer#.

-igure *#). 9ustomer Relationship /anagement decomposition 7$$8

6.5.1 *RM Su$$ot = Read"ness

1/M !upport = /eadiness processes manae classes of products- ensurin that all 1/M processes in 7ulfilment-ssurance and 0illin are supported and able to manae interactions with customers promptly and efficiently. Theyunderta"e loner;term trend analysis on product classes in order to establish the e'tent to which enterprise tarets forthese product classes are bein achieved.

These processes support the operational introduction of new product classes and of additional features andenhancements to e'istin product classes- and are responsible for conductin operations readiness testin andacceptance. They develop the procedures for the specific 7ulfilment- ssurance and 0illin processes and "eep them up

to date. fter successful testin- these processes accept the new or enhanced product class and perform a full;scaleintroduction for eneral availability.

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6.5.2 *ustome nte4a!e Management

1ustomer %nterface Manaement processes are responsible for manain all interfaces between the enterprise andpotential and e'istin customers. They deal with contact manaement- understandin the reason for contact- directincustomer contacts to the appropriate process- contact closure- e'ception manaement- contact results analysis andreportin. 1/M contact may be related to one or several processes of !ervice 7ulfilment- !ervice ssurance (service

Euality manaement and trouble or problem manaement) and 0illin dependin on customer enEuiries or contacts.

6.5.3 Ma:et"ng u#4"#ment Res$onse

Mar"etin 7ulfilment /esponse processes are responsible for the issue and distribution of mar"etin collateral (i.e.-coupon- premium- sample- toys- fliers- etc.) directly to a customer and the subseEuent trac"in of resultant leads.These processes include campain manaement activities from lead eneration to product and literature fulfilment- andhand;off of leads to the sellin processes.

6.5. Se##"ng

!ellin processes are responsible for manain prospective customers- for the Eualification and education of the

customer and for matchin customer e'pectations to the enterprise#s products and services and ability to deliver.These processes also manae the response to customer /7Ps.

6.5.5 ;de >and#"ng

Order @andlin processes are responsible for acceptin and issuin orders. They deal with pre;order feasibilitydetermination- credit authoriation- order issuance- order status and trac"in- customer update on order activities andcustomer notification on order completion.

6.5.6 Po'#em >and#"ng

Problem @andlin processes are responsible for receivin trouble reports from customers- resolvin them to the

customer#s satisfaction and providin meaninful status on repair andCor restoration activity to the customer.They are also responsible for customer contact and support in relation to any service;affectin problems detected by theresources or throuh analysis- includin proactively informin the customer and resolvin these specific problems to thecustomer#s satisfaction.

6.5. *ustome ?oSS& Management

1ustomer Bo!C!5 Manaement processes encompass monitorin- manain and reportin of delivered vs contractualBuality of !ervice (Bo!)- as defined in the enterprise#s !ervice 9escriptions- customer contracts or product cataloue.They are also concerned with the performance of the enterprise and its products and services in relation to its !ervice

5evel reements (!5s) for specific product instances- and other service;related documents.They include operational parameters such as resource performance and availability- but also encompass performance

across all of a product#s contractual or reulatory parameters- e..- 1ompletion on Time for Order /eEuests- time torepair commitments- customer contact performance. 7ailure to meet a contracted !5 may lead to billin adjustments-which are handled by 0illin and 1ollections Manaement.

6.5.@ 7"##"ng = *o##e!t"ons Management)

0illin = 1ollections Manaement processes encompass creatin and maintainin a customer#s billin account- sendin

bills to customers- processin their payments- performin payment collections- monitorin the status of the accountbalance- and the handlin of customer enerated or systems reported billin and payment e'ceptions.

These processes are accountable for assurin that enterprise revenue is billed and collected.

6.5.9 Retent"on = o

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customer- a determination of the value of the customer to the enterprise- determination of opportunities and ris"s forspecific customers- etc. These processes collect and analyse data from all enterprise and customer contact.

6.6 Se"!e Management = ;$eat"ons (SM=;) Po!esses!ervice Manaement = Operations (!M=O) This horiontal functional process roupin focuses on the "nowlede ofservices (ccess- 1onnectivity- 1ontent- etc.) and includes all functionalities necessary for the manaement andoperations of communications and information services reEuired by or proposed to customers.The focus is on service delivery and manaement as opposed to the manaement of the underlyin networ" andinformation technoloy. !ome of the functions involve short;term service capacity plannin for a service instance- theapplication of a service desin to specific customers or manain service improvement initiatives.

These functions are closely connected with the day;to;day customer e'perience.

The processes in this horiontal functional process roupin are accountable to meet- at a minimum- tarets set for!ervice Buality- includin process performance and customer satisfaction at a service level- as well as !ervice 1ost.

The eTOM framewor" differentiates day;to;day operations and support from plannin and development and other

stratey and lifecycle processes. This better depicts the structure of an enterprise- especially in an e;business era.

-igure *#*. Service /anagement : perations decomposition 7$$8

6.6.1 SM=; Su$$ot = Read"ness

!M=O !upport = /eadiness processes manae classes of services- ensurin that the appropriate service capacity isavailable and ready to support the 7ulfilment- ssurance and 0illin processes in instantiatin and manain serviceinstances. This includes but is not limited to

; Manain the !ervice %nventoryH

; pplyin service capacity rules from %nfrastructure 5ifecycle Manaement processesH

; nalysin availability and Euality over time on service classes- includin trend analysis and forecastinH

; 9emand balancin in order to maintain service capacity and EualityH

; Maintainin ratin and tariff information for service classes.

These processes support the operational introduction of new service classes and the enhancement of e'istin ones andare responsible for conductin operations readiness testin and acceptance. They develop the procedures for the specific

7ulfilment-

ssurance and 0illin processes and "eep them up to date. fter successful testin- these processes accept the new orenhanced service class and perform a full;scale introduction for eneral availability.

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6.6.2 Se"!e *on4"guat"on = &!t"at"on

!ervice 1onfiuration = ctivation processes encompass the installation and confiuration of the service for customers-includin the installation of customer premises eEuipment. They also support the reconfiuration of the service (eitherdue to customer demand or problem resolution) after the initial service installation. This can include modifyin capacityand reconfiurin in response to reEuests from other providers.

6.6.3 Se"!e Po'#em Management

The purpose of the !ervice Problem Manaement processes is to respond immediately to customer;affectin serviceproblems or failures in order to minimie their effects on customers- and to invo"e the restoration of the service- orprovide an alternate service as soon as possible. They encompass the reportin of problems- ma"in a temporary fi' orwor";around- isolatin the root cause and finally recoverin the complete functionality of the service and providininformation for future enhancements.

6.6. Se"!e ?ua#"t< Management

The purpose of the !ervice Buality Manaement processes encompasses monitorin- analysin and controllin the

performance of the service perceived by customers. These processes are responsible for restorin the serviceperformance for customers to a level specified in the !5 or other service $B% descriptions as soon as possible.

6.6.5 Se"!e = S$e!"4"! nstan!e Rat"ng

!ervice = !pecific %nstance /atin processes manae service events by correlatin and formattin them into a usefulformat. These processes include the service level ratin of usae information. %nvestiation of service related billinevent problems is also part of these processes. These processes provide information on customer;related and !ervice;related events to other process areas. This includes reports on non;chareable 2vents and overchared 2vents and

analysis of 2vent records to identify fraud and prevent further occurrences.

6. Resou!e Management = ;$eat"ons (RM=;) Po!esses/esource Manaement = Operations (/M=O) This horiontal functional process roupin maintains "nowlede ofresources (application- computin and networ" infrastructures) and is responsible for manain all these resources(e..- networ"s- %T systems- servers- routers- etc.) utilied to deliver and support services reEuired by or proposed tocustomers. %t also includes all functionalities responsible for the direct manaement of all such resources (networ"elements- computers- servers- etc.) utilied within the enterprise. These processes are responsible for ensurin that the

networ" and information technoloies infrastructure supports the end;to;end delivery of the reEuired services.The purpose of these processes is to ensure that infrastructure runs smoothly- is accessible to services and employees- ismaintained and is responsive to the needs- whether directly or indirectly- of services- customers and employees./M=O also has the basic function to assemble information about the resources (e..- from networ" elements andCorelement manaement systems)- and then interate- correlate- and in many cases- summarie that data to pass on the

relevant information to !ervice Manaement systems- or to ta"e action in the appropriate resource.

%n an e;business world- application and computin manaement are as important as manaement of the networ"resources. Moreover- networ"- computin and applications resources must increasinly be manaed in a joint andinterated fashion. To cope with these needs- the eTOM framewor" includes the /esource Manaement = Operationsprocess roupin (toether with the correspondin /esource 9evelopment = Manaement roupin within !%P)- to

provide interated manaement across these three sets of resources applications- computin and networ". These areasalso encompass processes involved with traditional &etwor" 2lement Manaement- since these processes are actuallycritical components of any resource manaement process- as opposed to a separate process layer.

The /M=O processes thus manae the complete service provider networ" and subnetwor" and information technoloyinfrastructures.

The eTOM framewor" differentiates day;to;day operations and support from plannin and development- and otherstratey and lifecycle processes. This better depicts the structure of an enterprise- especially in an e;business era.

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-igure *#+. Resource /anagement : perations decomposition 7$$8

6..1 RM=; Su$$ot = Read"ness

/M=O !upport = /eadiness processes manae classes of resources- ensurin that appropriate application- computinand networ" resources are available and ready to support the 7ulfilment- ssurance and 0illin processes ininstantiatin and manain resource instances. This includes- but is not limited to

; Manain the /esource $nowlede baseH

; 1onfiurin the resources and provisionin of loical resources to be able to support specific service classesH

; nalysin availability and performance over time on resources or roups of resources- includin trend analysis and

forecastinH

; 9emand balancin in order to maintain resource capacity and performanceH

; Performin pro;active maintenance and repair activities.

These processes support the operational introduction of new resource classes and the enhancement of e'istin ones andare responsible for conductin operations readiness testin and acceptance. They develop the procedures for the specific7ulfilment-

ssurance and 0illin processes and "eep them up to date. fter successful testin- these processes accept the new or

enhanced resource class and perform a full;scale introduction for eneral availability.

6..2 Resou!e Po"s"on"ng

/esource Provisionin processes encompass allocation and confiuration of resources to individual customer serviceinstances in order to meet the service reEuirements. This includes activation as well as testin to ensure the e'pected

performance of the service.

/esponsibilities of the /esource Provisionin processes include- but are not limited to

; ?erifyin whether appropriate resources are available as part of pre;order feasibility chec"sH

; llocatin the appropriate resources to support the customer service instanceH

; /eservin the resources (if reEuired by the business rules) for a iven period of time until the customer confirmsthe orderH

; Possibly deliverin the physical resource to the central office or customer premiseH

; 1onfiurin and activatin physical andCor loical resources- as appropriateH

; Testin the resource to ensure the resource is wor"in correctly and meets the performance reEuirements impliedby the service#s $ey Buality %ndicatorsH

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; pdatin of the /esource %nventory 9atabase to reflect that the resource is bein used for a specific customer.

6..3 Resou!e Tou'#e Management

/esource Trouble Manaement processes are responsible for the manaement of troubles with allocated resources. Theobjectives of these processes are to report resource failures- to isolate the root cause and act to resolve them.

/esponsibilities of the /esource Trouble Manaement processes include- but are not limited to

; 9etect- analyse and report /esource 7ailure 2ventsH

; 7ault localiation analysisH

; 1orrectin /esource 7aultsH

; /esource trouble reportin to amonst others !ervice Problem Manaement processesH

; /esource trouble administration to ensure repair activities are assined and trac"ed efficiently.

On one hand- resource troubles relate to Problems in the !ervice and hence the customer domain. On the other hand-

they relate to resource failures- which are caused by resource faults.

s such- the /esource Trouble Manaement processes wor" with resource failure events received from /esource 9ata1ollection = Processin- resource Euality problem notifications from /esource Performance Manaement- and

potential resource failure notifications from !upport /esource Trouble Manaement.

/esource Trouble Manaement processes perform analysis- decide on the appropriate actionsCresponses and carry themout. @owever- these activities need to interact with the !ervice Problem Manaement processes- as the latter have aview on service impact.

6.. Resou!e Pe4oman!e Management

/esource Performance Manaement processes encompass monitorin- analysin- controllin and reportin on the

performance of resources. They wor" with basic information received from the /esource 9ata 1ollection = Processinprocesses.

%f the analysis identifies a resource Euality problem- information will be passed to /esource Trouble ManaementandCor !ervice Buality Manaement. The latter processes are responsible for decidin on and carryin out the

appropriate actionCresponse. This may include reEuests to the /esource Performance Manaement processes to installcontrols to optimie the resource performance.

The /esource Performance Manaement processes will continue to trac" the resource performance problem- ensurinthat resource performance is restored to a level reEuired to support services.

9ependin on the resource class- the /esource Performance Manaement processes miht send an abatement messaeto /esource Trouble Manaement once the resource performance problem has been cleared.

6..5 Resou!e ata *o##e!t"on = Po!ess"ng

/esource 9ata 1ollection = Processin processes interact with the resources to collect usae- networ" and informationtechnoloy events and performance information for distribution to other processes within the enterprise.The responsibilities also include processin the data throuh activities such as filterin- areation- formattin andcorrelation of the collected information before presentation to other processes. 1lient processes for this information

perform usae reportin and billin activities- as well as 7ault and Performance analysis of resources and services.These include /esource Performance Manaement- !ervice Buality Manaement and !ervice = !pecific %nstance/atin.

6.@ Su$$#"ePatne Re#at"ons%"$ Management (SPRM) $o!esses

!upplierCPartner /elationship Manaement (!CP/M) This horiontal functional process roupin supports the coreoperational processes- both the customer instance processes of 7ulfilment- ssurance and 0illin and the functional

operations processes.

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!upplierCPartner /elationship Manaement (!CP/M) processes alin closely with a supplier#s or partner#s 1ustomer/elationship Manaement processes. The inclusion of distinct !upplierCPartner /elationship Manaement processes inthe eTOM framewor" enables the direct interface with the appropriate lifecycle- end;to;end customer operations orfunctional processes with suppliers andCor partners. The processes include issuin /7Ps as part of the buy process-issuin purchase orders and trac"in them throuh to delivery- mediation of purchase orders as reEuired to conform to

e'ternal processes- handlin problems- validatin billin and authoriin payment- as well as Euality manaement of

suppliers and partners.

%t is important to note that when the enterprise sells its products to a partner or supplier- this is done throuh theenterprise 1/M processes- which act on behalf of the supplier or the enterprise in such cases. !upplierCPartnerprocesses only cover the buyin of services by the enterprise.

-igure *#,. SupplerPartner Relationship /anagement decomposition 7$$8

6.@.1 SPRM Su$$ot = Read"ness

!CP/M !upport = /eadiness processes are responsible for ensurin that all necessary facilities related to the interactionwith !uppliers and Partners are ready and functionin. Moreover- these processes are responsible for loner;term trend

analysis and the resolution of problems related to these facilities.

These processes are also responsible for the operational introduction of !CP products and are responsible for conductin

operations readiness testin and acceptance. These processes develop the procedures for the specific 7ulfilment-ssurance and 0illin processes and "eep them up to date. fter successful testin- these processes accept the new orenhanced product and perform a full;scale introduction for eneral availability.

6.@.2 SP ReAu"s"t"on Management

!CP /eEuisition Manaement processes manae reEuisitions with partnersCsuppliers to ensure on;time and correctdelivery of the product or service reEuested by the enterprise. This process interfaces with supplier#s 1/M processOrder @andlin.

here several suppliers are available- these processes are responsible for selectin between the alternative supplierswith whom a relationship e'ists. specification for the service component is received and the rane of contractedsuppliers surveyed to select the most cost;effective (costCtime trade;off).

6.@.3 SP Po'#em Re$ot"ng = Management

!CP Problem /eportin = Manaement processes manae problems associated with supplierCpartner interactions-whether identified within the enterprise or as notified by the supplier. The processes issue trouble reports or troubletic"ets to supplier and partner oraniations within the value chain- trac" them- and ensure timely and correct

restoration and repair. These !CP Problem /eportin and Manaement processes interface with the supplier#s 1/Mprocess of Problem @andlin.

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6.@. SP Pe4oman!e Management

!CP Performance Manaement processes trac"- measure and report supplier and partner performance and initiate actionwith the supplierCpartner where this is reEuired to restore performance. These !CP Performance Manaement processesinterface with the supplier#s 1/M process of 1ustomer Bo!C!5 Manaement.

6.@.5 SP Sett#ements = 7"##"ng Management

7or a value networ"- and particularly for service providers- settlements and billin manaement is comple'. %n many

cases- the supplier cost can be the larest sinle cost and incorrect settlement or billin can mean the difference betweenprofit and loss. !CP !ettlements = 0illin Manaement processes manae all settlements and billin for the enterprise-includin bill validation and verification and payment authoriation. These !CP !ettlements and 0illin Manaementprocesses interface with the supplier#s 1ustomer /elationship Manaement process of 0illin and 1ollectionManaement.

6.@.6 SP nte4a!e Management

!CP %nterface Manaement processes manae the contacts between the enterprise and its current or future

suppliersCpartners for products or services. These processes are basically contact manaement and trac"in processes.These !CP %nterface Manaement processes interface with the 1/M process of 1ustomer %nterface Manaement.

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PM management 4un!t"ona# a!%"te!tue

.1 TM a!%"te!tua# as$e!ts

The basic aspects of a TM architecture- which can be- considered when plannin and desinin a TM are

; the functional architectureH

; the information architectureH

; the physical architecture.

The manaement reEuirements from the business needs are the base for the functional architecture- which describe the

functions that have to be achieved. The information architecture defines what information that has to be provided so thefunctions defined in the functional architecture can be achieved. The physical architecture has to meet both thefunctional architecture and the information architectures. These relationships are shown in fiure

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; ser eEuipment manaement.

The 3GPP %/P methodoloy focuses on providin the definitions for the O=M operations and notifications needed tosupport the business reEuirements provided by the eTOM framewor" for such manaement functions.

.2 Pe4oman!e Management

.2.1 ;e"e

n initial view of Performance Manaement is described in I8+

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.3 Roam"ng management oe"e

/oamin is a service provided by Mobile !ervice Providers. 1ustomers of a @ome !ervice Provider may use the

infrastructure of another- a !ervin !ervice Provider (see fiure

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TOM assurance activities (and their associated interfaces) shown in fiure > can be associated with %T;T TM& servicecomponents from T! 3*.888;series I3J accordin to table 8

Ta4le $

BTC'T T/0 Service 9omponentTS 3"#$$$'? 738

T/ 0et1or2 /anagement Assurance Activities

am Sue"##an!e ete!t au#t

au#t o!a#"sat"on so#ate Root *ause

au#t *oe!t"on e!"de Re$a" #o!ate Resou!es

Test"ng Test

The TOM assurance e'ample shown in fiure > also reconises that Performance Manaement data can also be used todetect networ" problems.

The TOM assurance e'ample also adds some detail to the !ervice Manaement 5ayer by showin how activities suchas determinin and monitorin !ervice 5evel reements (!5s) and trouble tic"et reportin are interfaced to the&etwor" Manaement layer.

.5.2 Standad"sat"on o'8e!t"es

3G system is composed of a multitude of &etwor" 2lements (&2) of various types and- typically- different vendors-which inter;operate in a co;ordinated manner in order to satisfy the networ" users# communication reEuirements.

The occurrence of failures in a &2 may cause a deterioration of this &2#s function andCor service Euality and will- insevere cases- lead to the complete unavailability of the respective &2. %n order to minimise the effects of such failureson the Buality of !ervice (Bo!) as perceived by the networ" users it is necessary to

; detect failures in the networ" as soon as they occur and alert the operatin personnel as fast as possibleH

; isolate the failures (autonomously or throuh operator intervention)- i.e. switch off faulty units and- if applicable-limit the effect of the failure as much as possible by reconfiuration of the faulty &2Cadjacent &2sH

; if necessary- determine the cause of the failure usin dianosis and test routinesH and

; repairCeliminate failures in due time throuh the application of maintenance procedures.

This aspect of the manaement environment is termed F7ault ManaementF (7M). The purpose of 7M is to detectfailures as soon as they occur and to limit their effects on the networ" Buality of !ervice (BO!) as far as possible.The latter is achieved by brinin additionalCredundant eEuipment into operation- reconfiurin e'istin

eEuipmentC&2s- or by repairinCeliminatin the cause of the failure.

7ault Manaement (7M) encompasses all of the above functionalities e'cept commissioninCdecommissionin of &2sand potential operator triered reconfiuration (these are a matter of 1onfiuration Manaement (1M)- cf.T! 3*.>++ I

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.6 Se!u"t< Management

.6.1 ;e"e

This clause describes an architecture for security manaement of the TM& that is divided into two layers- as shown infiure A. &o individual layer is dependent on any specific technoloy in the other one.

User

Server

Layer

A

B

Comm

on

Se

Internet

OAM&P Transport network

Application

NEClient

ApplicationApplication

Service ProviderIntranets

-igure +. Security /anagement architecture

.6.1.1 a

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.6.1.3 *ommon Se"!es

%n common services we find the security infrastructure components

; 9irectory (for storae of user information- certificates- etc.)H

; P$% (1ertificate uthority- /eistration uthority- Public $ey 1ertificate- etc.).

5ayer relies on- and interacts with- the 1ommon !ervices throuh distribution of certificates and "eys- authenticationof users- authoriation- utilities for security administration (settin access rihts)- etc.

&OT2 5ayer 0 does not necessarily interact with 1ommon !ervices for security manaement purposes.The arrows in fiure A simply indicate the possible use of common services for 1onfiurationManaement.

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. So4tae Management

..1 ;e"e

This clause describes the software manaement process for 3

rd

Generation networ"s. Two main scenarios areconsidered

8) Main !oftware Manaement process %t covers reEuestin- acceptance- installation- monitorin- documentin-database updatin and feedbac" to the vendor for manain software. The sub;processes are valid for completesoftware releases and software patches for fault correction of the &etwor" 2lements and even element manaers.

*) !oftware 7ault Manaement %ts emphasis is on networ" monitorin and handlin faults- which are caused bysoftware malfunctions.

..1.1 Ma"n So4tae Management $o!ess

The main focus is the manaement of new software releases and correction patches. %mportance is placed interatin

new software into a networ" with out causin unnecessary service disruptions and maintainin hih levels of Euality forthe networ". The main steps in the software manaement process are

; 9elivery of software from the vendor.

; 9elivery of the software to local storae in the &etwor" 2lements andCor element manaers.

; ?alidation of the software to ensure that the !oftware is not corrupt.

; ctivation of the software to an e'ecutable state.

; ?alidation of the software to ensure that it runs correctly.

; cceptance or rejection of the software- dependin on the outcome of the validation. ( rejection of the softwareimplies a reversion to a previous software version).

7iure D shows an e'ample of how these steps may be realied in terms of activities involvin the processes defined inthe Telecom Operations Map. @owever- alternative seEuences may e'ist. 7or e'ample- increased automation may causestep 3 to be omitted. %nstead- a vendor certification activity could be run for a series of software releases or patches.

The followin list is an e'planation to the steps in fiure D.

8) 0ased on inputs from customer care interactions and mar"etin research- a networ" operator will establish newfeature reEuirements. These reEuirements are sent to the vendor in the form of a feature reEuest.

*) The vendor delivers a new software releaseCcorrection with the correspondin documentation and installation

procedure to the networ" operator. %t should be noted that when a networ" operator utilises eEuipment from morethan one vendor- this process runs as multiple parallel processes.

3) service Euality manaement department of the networ" operator receives and reviews the software. ponapprovin the software for installation- the software is sent to the networ";provisionin department.

:) %nstallation Tas"

a) The software is installed in the appropriate &etwor" 2lements andCor element manaers by networ"provisionin.

b) %nstallation information is sent to the networ" maintenance and restoration department to inform them ofpendin chanes in the networ".

c) %nstallation information is sent to the customer care centre to inform them of pendin chanes in the networ".

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b) %n addition to the chec"s that are performed by networ" provisionin- networ" maintenance and restorationcould also detect malfunctions within and outside the updated &etwor" 2lement (&2).

c) !hould networ" maintenance and restoration detect a problem within the updated &etwor" 2lement (&2)-then networ" provisionin is informed to decide on further actions.

>) !uccessful %nstallation /esult

a) pon successful installation of the software- the service Euality manaement department is informed.

b) report is sent to networ" maintenance and restoration to inform them that the software will remainimplemented in the networ". t this point the documentation library and software database is updated.

c) The networ" data manaement department is informed over the chanes in the networ".

A) &eative %nstallation /esult

a) %f the installation fails- networ" provisionin performs a Ffallbac"F- i.e. remove the new software and insurethat the &etwor" 2lement (&2) is runnin properly on the old software.

b) report containin the neative results and findins will be sent to service Euality manaement and at the

same time to networ" maintenance and restoration.

D) Once the installation procedure has been ended- the networ" maintenance and restoration department closelymonitors the affected &etwor" 2lement (&2) to ensure proper performance.

,) !ervice Euality manaement will send feedbac" to the vendor as to the positive or neative results of theinstallation.

&M!- 2M or &2

&etwor" Maintenance

= /estoration

9etect

7ault

&etwor" Provisionin

(or ?endor !ervice) &etwor"

%nventory

Manaement

9ocumentation

5ibrary

&etwor"

9ata

Manaement

1ustomer

1are %nterface

M"t. /esearch

!ervice1onfi

!ervice Buality

Manaement

0illinssurance7ulfilment

Prob. @andlin

?endor

4.+eat!re Re5!ests

. 0ew 6 (rel. or patc,)

*a. Installation 6

*. Inst.2In#o.

3. 6 Approve

7. &vent

8. %onitor

Res!lts

9c. "B2In#o.

!O 90 ; !tatus

%nst.

failed %nst.

o.".

7a.

'est

9a. :pgrae

complete

7c. 0etwork

%al#!nction9. Pos.

Res!lts

;a.

+allack

;. 0eg.

Res!lts

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..1.2 So4tae au#t Management

!oftware 7ault Manaement involves the followin steps

; 9etection of !oftware malfunctions in the networ".

; Problem resolution. The oriin of the malfunction is determined and corrective action is decided. The corrective

action can be one of the followin

; /eversion to an earlier software version. This can imply both load and activation of the earlier software.

; 5oad and activation of correction software- accordin to clause D.A.8.

; /e;activation of current software.

7iure , shows an e'ample of how these steps may be realied in terms of activities involvin the processes defined inthe Telecom Operations Map.

The followin list is an e'planation to the steps in fiure ,.

8) The networ" maintenance and restoration department detects an event or an alarmCfault from the &etwor"

2lement (&2).

*) Problem solvin and informin customer care

a) The alarm is forwarded to the service problem resolution department for corrective actions and it isdetermined that the problem is caused by a software defect.

b) %n parallel the 1ustomer 1are 1entre is informed- if the malfunction of the networ" may have impact on

customers.

3) The service problem resolution department informs problem handlin and subseEuently the customer care centreover service impairments with in the networ".

:) Problem handlin reports to the service Euality manaement department. The service disturbance is described

within the report.

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&M!- 2M or &2

&etwor" Maintenance

= /estoration

9etect

7ault

&etwor"

%nventoryManaement

9ocumentation

5ibrary

1ustomer

1are %nterface

M"t. /esearch

!ervice

1onfi

!ervice Prob.

/esolution

0illinssurance7ulfilment

?endor

4. &vent=Alarm

(a. olve

Prolem

3. Report prolem

. In#orm $!ality

8. Re5!est 6 correction

;. +allack in#o!O 90 ; !tatus

4.

(. In#orm CC

&etwor" P rovisionin

(or ?endor !ervice)

;a. +allack

9. &mergency

+allack

!ervice Buality

Manaement

7allbac"

decision

Problem

@andlin

7. RetrieveInventory In#o

-igure . Soft1are -ault /anagement

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.@ *on4"guat"on Management

variety of components will ma"e up an operator#s actual implementation of a 3G networ". !ince it is an e'plicit oalof the standardisation effort within 3GPP to allow mi' and match of eEuipment from different vendors- it is e'pectedthat many networ"s will indeed be composed of multiple vendors# eEuipment. 7or an operator to be able to properly

manae this diverse networ"- in order to provide the Euality of service e'pected by his customers- it is essential tostandardise the 1onfiuration Manaement for 3G systems at least to an e'tent that the operation of the multi;vendornetwor" will be possible effectively and efficiently. ithin the scope of 1onfiuration Manaement- a distinction has to

be made between those aspects taretin sinle &etwor" 2lements (&2 manaement level) and those that are also- ore'clusively- relevant for some part or the entire networ" (&etwor" Manaement level).

1onfiuration Manaement is further specified in T! 3*.>++ I

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.10 Su's!"$t"on Management

!ubscription Manaement (!uM) is a feature that permits !ervice Providers- ?alue dded !ervice Providers and MobileOperators to provision services for a specific subscriber. The feature is necessary to allow !ervice Providers andOperators to provision- control- monitor and bill the confiuration of services that they offer to their subscribers. !uM

focuses on the OM processes to manae subscription information. These correspond to the #7ulfilment# Process areasof the TeleManaement 7orum Telecom Operations Map I8++J.

!uM is an area of service operation manaement that sets a comple' challene for !ervice Providers and Operators intheir support of new or e'istin subscribers durin their every day networ" operation.

%n *G solutions the main repository of the subscription information is in the @ome 5ocations /eister (@5/). @oweverthe manaement and administration interfaces for controllin this information is proprietary to each vendor. The use of

proprietary interfaces is inconvenient for those Operators usin multiple vendors# eEuipment since their provisioninsystems have to accommodate multiple proprietary interfaces- which perform essentially identical functions. Moreover-it ma"es it more difficult to enerate customer self care applications that allow subscribers to provision- and amendsubscription data.

The 3G environment reEuires more comple' service delivery mechanisms than in *G and !uM is no loner simply an

internal matter for a sinle operator but a capability that is achieved by lin"in toether features across multiple !erviceProviders and Operators Operations !upport !ystems (O!!). @istorically- the services provided by Operators have beendefined within standards roups such as 2T!% or 3GPP. ith the advent of Open !ervices ccess (O!) bein adoptedby 3GPP the ser !ervice 9efinitions will be replaced by !ervice 1apabilities traded amonst !ervice Providers and&etwor" Operators. This will allow Operators and !ervice Providers to define customied service environments thatroam with users as they move amonst networ"s ; this is the ?irtual @ome 2nvironment (?@2) 3GPP T/ **.8*8 IJ.

This customied service environment means that subscription information is held in a number of locations includin the@ome &etwor"- the ?isited &etwor"- the ser 2Euipment- pplication ?!P 2Euipment (e.. servers accessed by thesubscriber for content and information based services) and the Operations !ystems of the !ervice Providers- andOperators supportin the subscriber#s service subscription.

!ervice delivery and support across multiple vendors# solutions and oraniations is a feature of other industries- and thesolutions adopted are secure supply chain solutions based upon mainstream e;commerce principles- methods and

technoloies.

There is a relationship between this feature and the P! 9omain- 1! 9omain- %P Multimedia !ubsystem (%M!)-uthentication 1enter (u1)- Open !ervices ccess (O!) and Generic ser Profile (GP) documented in other 3GPP

specifications.

The conceptual model for !uM is illustrated in fiure 8+.

-igure $%. =igh level vie1 of Su4scription /anagement (Su/!

!uM is concerned with provisionin the subscription profile throuhout all the systems and tradin partners needed torealie the customer service- !uM provides specifications that define the interfaces and the procedures that interconnectthe three points of the !uM trianle 1ustomer 1are 1enter- the ser and the networ" (s) where the !ubscription profile

resides (such as @!!- !%M- etc.).

The !uM reEuirements are described in more detail in 3GPP T! 3*.8:+ I

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.11 Su's!"'e and +Au"$ment Ta!e Management

!ubscriber and 2Euipment Trace Manaement is a 7eature that allows a &etwor" Operator to activateCdeactivate from

the &etwor" Manaement system the tracin of a particular subscriber within the networ". Once activated the traceactivity is reported bac" to the &etwor" Manaement system. %t will be possible to reEuest activation of a trace fromdifferent &etwor" 2lements (via the appropriate 2lement Manaement 7unctionality) dependin on the operator#s

reEuirements.

.12 ;&M=P o4 t%e PM BManagement n4astu!tueB

s described earlier in the present document- each P5M& oranisation has amanaement infrastructure consistin of a

collection of systems (computers and telecommunications) ; a TM& in %T;T parlance ; used to manae itsnetwor".Thouh this manaement networ" is loically distinct from the P5M& - the operations systems and supportin datacommunications networ" comprisin it have the same manaement needs as described fornetwor" elements and wherepossible should be manaed usin the same principles and similar manaement processes and functionality.

.13 Se"!e ee# Ta!e Management

!ervice 5evel Trace Manaement is a feature that allows a &etwor" Operator to activateCdeactivate from the &etwor"

Manaement system the tracin of a particular subscriber and the service that they are consumin within and across an%P Multimedia !ubsystem (%M!). Once activated the trace activity is reported bac" to the &etwor" Manaement system.%t is possible to reEuest activation of a trace from different &etwor" 2lements includin the 2 (via the appropriate2lement Manaement 7unctionality) dependin on the operator#s reEuirements.

The activationCdeactivation and reportin interface for Trace Manaement between the &etwor" Manaement and

2lement Manaement !ystems is specified in the Trace %/P.

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&nne/ & (nomat"e)3GPP management a$$#"!at"on #aJ)H

; 1O/0 %%OP (see references IDJ and I

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&nne/ 7 (nomat"e)3GPP management neto: #aJ and I:AJ and %!O Transport over

N.*< are I:3J ; I:

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&nne/ * (nomat"e)3GPP management RP So#ut"on Sets

The valid %/P !olution !ets for the manaement of 3GPP on the %tf;& and %tf;P*P interfaces are

; 1O/0 (%95)H

; !OP (!95).

%/Pents may support only one !olution !et. %/PManaers shall support all !olutions !ets that are supported by%/Pents they communicate with.

7or further details on !OP and NM5;based !olution !ets- see T/ 3*.D+, I88+J.

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&nne/ ("n4omat"e)?oS Management

.1 ;e"e

Bo! Manaement- from an OM=P perspective- in *.

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.2 ?oS Po"s"on"ng

%n the *.

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.2.1 *on!e$tua# &!%"te!tue

The conceptual architecture for a policy;based Bo! Manaement !ystem is shown in fiure 9.*.

)M

?oS Po#"!< P3o6"s"on"ng

DomainPolicy Server

(e.g. Access)EML

QoS PolicyProvisioning

Po#"!< 5e!"s"on Po"nt

Po#"!< +n4o3!ement

Po"ntPo#"!< +n4o3!ement

Po"nt

5"44se36 M97*;PS =5"44se36M97*;PS =5"44se36P97

Go

9t4-)

Po#"!< 5e!"s"on Po"ntPo#"!< 5e!"s"on Po"nt

Po#"!< +n4o3!ement

Po"ntPo#"!< +n4o3!ement

Po"nt

9t4 Po

C Po#"!< Re$os"to3ayer

5lement/anagement

>ayer

0et1or2

5lement

>ayer Go

-igure D#". EoS Provisioning

The architectural components identified in fiure 9.* are described in the followin clauses.

&OT2 The Policy /epository and the Policy 9ecision Point can be implemented on the same node.

The %tf & interface is specified in the 3* series.

The %tf Po- between the Policy /epository and the Policy 9ecision Point is to be defined. The protocols underconsideration includes 59P- 59P- !&MP and 1OP!;P/.

The reference point Go is defined in T! *3.*+A (see 9.: Bo! Manaement /eference I**J) and the interfaceimplementin the reference point is defined in T! *,.*+A (see 9.: Bo! Manaement /eference I*3J).

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.2.2 M ?oS Po#"!< Po"s"on"ng

This is a networ";level operational support function that serves as the policy administration point for the entire networ".

The &M5 Bo! Policy Provisionin provides the followin functions

&etwor" policy administration user interface

Master networ" policy repository for storae of all networ" policies for all domains

Policy distribution capability to distribute policy data to the 2M5 Policy servers.

Global policy conflict detection

The policy repositories will use an 59P;based directory to store the policy information.

.2.3 +M ?oS Po#"!< Po"s"on"ng

This is an element manaement function that serves as the policy administration point for a networ" domain. domainis an area of the networ" that contains eEuipment that performs a loically related function. 2'amples of networ"

domains are access networ"- core networ" and transport networ"- or supplier specific sub;networ"s within thesenetwor"s.

The 2M5 Bo! Policy Provisionin provides the followin functions

n optional 2M5;level policy administration user interface.

2M5;specific policy repository.

Policy distribution capability to distribute policy data to the Policy 9ecision Points.

5ocal policy conflict detection

%t is envisioned that the optional 2M5;level policy administration user interface will be reEuired in small networ"s thatdo not have a networ";level policy provisionin O!!.

&ote that 2M5;specific policy repositories contain policies that apply only to that domain as well as eneral networ"policies that apply across domains.

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.2. Po#"!< e!"s"on Po"nt

The Policy 9ecision Point is the point in the networ" at which policy decisions are made for the Policy 2nforcementPoints under its scope of control. hereas the Policy 2nforcement Point is a function within a networ" node- the Policy9ecision Point is separate functional entity that may reside within a separate Policy !erver- for e'ample- on an

application server. The Policy 9ecision Point will ma"e decisions based on the policy information held within thePolicy /epository.

The Policy 9ecision Point provides the followin functions

/etrieval of Policy %nformation from the policy repository

2valuates the policy information retrieved and decides what actions needs to ta"en.

9istributes policy data to the Policy 2nforcement Points. This distribution can either be sent to the P2P by the

Policy 9ecision Point or the Policy 9ecision Point can wait for the P2P to reEuest the information.

Translation from Bo! policy schema employed by the policy servers to Policy %nformation 0ase (P%0) format

employed by the Policy 2nforcement Points.

Optional real;time policy decision;ma"in function.

5ocal policy conflict detection

The optional real;time policy decision;ma"in function may be reEuired when dynamic policy decisions m!stbe madein response to current networ" conditions.

&OT2 The 3GPP Term Policy 9ecision 7unction (P97) used in *3.*+A and *,.*+A is eEuivalent to the %2T7Term Policy 9ecision Point.

T! *3.*+A describesthe 2nd;to;end Buality of !ervice (Bo!) concept and architecture- and T! *,.*+A describes Policy

control over Go interface (see 9.: Bo! Manaement /eference I**J) and T! *,.*+A (see 9.: Bo! Manaement

/eference I*3J).%f there are any inconsistencies then the definitions in *3.*+A and *,.*+A ta"e precedence.

.2.5 Po#"!< +n4o!ement Po"nt

The Policy 2nforcement Point is a function that is part of a &etwor" 2lement that m!stimplement the policies definedby the policy administration system(s).

The Policy 2nforcement Point provides the followin functions

!torae of policy;related data locally.

2'ecution of policies as networ" conditions dictate.

!upport for the 9ifferentiated !ervices Bo! mechanism (diffserv).

On initialiation- the Policy 2nforcement Point will contact its parent Policy 9ecision Point and reEuest download ofany policy data that it reEuires for operation. &ote that information such as the address of the parent Policy 9ecisionPoint function m!stbe provisioned in the Policy 2nforcement Point M%0 as part of normal networ" provisionin.

T! *3.*+A describesthe 2nd;to;end Buality of !ervice (Bo!) concept and architecture- and T! *,.*+A describes Policy

control over Go interface (see 9.: Bo! Manaement /eference I**J) and T! *,.*+A (see 9.: Bo! Manaement/eference I*3J).%f there are any inconsistencies then the definitions in *3.*+A and *,.*+A ta"e precedence.

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.3 ?oS Mon"to"ng

Bo! Monitorin in *.

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.3.2 eto: +#ement

The &etwor" 2lement component is responsible for collectin performance measurements- usae data and eneratin

alarms. The &etwor" 2lement component can contain the Policy 2nforcement Point or the Policy 9ecision Pointfunctions.

The &etwor" 2lement component provides the followin functions

1ollect performance data accordin to the definition of the measurements and to return results to the 2M5.

1ollect usae data and forward the data to mediation

Perform the followin fault manaement functions 7ault detection- Generation of alarms- 1learin of alarms-

larm forwardin and filterin- !torae and retrieval of alarms inCfrom the &2- 7ault recovery- 1onfiurationof alarms.

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.3.3 +#ement Management a I*AJ- T! 3*.:+A I*DJ- T! 3*.:+D I*,J and T! 3*.:+, I3+J (see clause 9.: of the presentdocument on Bo! Manaement /eference)-i.e. measurement types specified in the present document- defined by other standards bodies- ormanufacturer defined measurement typesH

o Measured networ" resources. The resource(s) to which the measurement types shall be applied have to be

specified

o Measurement recordin- consistin of periods of time at which the &2 is collectin (that is- ma"in

available in the &2) measurement data.

Measurement reportin

o Measurement /eport 7ile 7ormat 9efinition

o The measurement related information to be reported has to be specified as part of the measurement. The

freEuency at which scheduled result reports shall be enerated has to be defined.

Measurement result transfer

o Measurement results can be transferred from the &2 to the 2M accordin to the measurement parameters-

andCor they are stored locally in the &2 and can be retrieved when reEuiredH

o Measurement results can be stored in the networ" (&2s or 2M) for retrieval by the &M when reEuired.

Fault Management

Manaement of alarm event reports

o Mappin of alarm and related state chane event reports

o /eal;time forwardin of event reports

o larm clearin

/etrieval of alarm information

o /etrieval of current alarm information on &M reEuest

o 5oin and retrieval of alarm history information on &M reEuest

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.3. eto: Management a

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59/