The TeleManagement Forum provides an industry-driven framework through
its NGOSS initiative: New Generation Operational Support Systems
Tele Management Forum aims at providing an industry driven framework for the management and operation of information and communications services. The NGOSS program is delivering this framework for producing New Generation OSS/BSS solutions. NGOSS is supported by a repository of documentation, models and guidelines that support this development: Enhanced Telecom Operating Map: eTOM Shared information Data Model: SID Technology Neutral Architecture and Contract Interface NGOSS compliance NGOSS approach is being validated by Catalyst programs with TMF oversight. Some vendors are migrating their solutions to become NGOSS compliant. NGOSS provides valuable tools to define, benchmark and evaluate business requirements and solutions. TMF NGOSS Overview What is eTOM? Service Provider Concerns
Industry Needs An Industry Standard business process framework Common definitions to describe process elements of a service provider Agreement on basic information required to perform each process element within a business activity and its use within the overall NGOSS program A process framework for identifying which processes and interfaces are in most need of integration and automation and most dependent on industry agreement Enhanced Telecom Operations Map Telecom Management Forum is a non-profit organisation with various initiatives to streamline Operations Systems Support (OSS) architecture eTOM is the ongoing TM Forum initiative to deliver a business process model or framework for use by service providers and others within the telecommunications industry. eTOM describes all the enterprise processes required by a service provider and analyzes them to different levels of detail according to their significance and priority for the business It can also be used by vendors and system integrators to better place their solution in relation to other products. SID is an attempt to create a shared information and communication service for the Telecom industry The definitions focus on business entity definitions and attribute definitions and should preferably be used together with UML The framework provides a non-redundant view of the shared information and data. The TMF Applications Map provides a frame of reference for telecom applications. Intends to give the industry is a common frame of reference that allows the various players who specify, procure, design and sell operation and business support systems to understand each others viewpoints. eTOM SID TAM TMFs SID helps define the data sets that network inventory systems should own and make available in an enterprise information model SID describes Aggregate Business Entities to define data sets in its common information model. SID Business Entities The TMF Telecom Application Map provides a framework to define the functional application areas Several application areas are defined in the Telecom Applications Map (TAM).
Application areas are: Service Design/Assign Applications Resource Planning and Optimisation Resource Assign and Design Resource Inventory Management
Partly covered are: Resource Provisioning/Configuration Resource Activation Correlation and root cause analysis Functional coverage TMFs eTOM process model allows mapping and engineering of processes and their interactions with other process areas The eTOM (enhanced Telecom Operations Map) is the most widely used and accepted model for business processes in the telecommunications industry. The eTOM model describes the full scope of business processes required by a service provider and defines key elements and how they interact Each area of business activity is defined in the form of Process Components. eTOM Model In eTom, each Process can be decomposed to multiple levels of details. Level 1: Core Business Processes Level 2: Functions Level 3: Activities Level 4: Tasks
In this presentation, we give an overview of eTom level 1 processes then we focus in more detail on some of the most important processes. eTOM levels 7 Operations - Level 1 - Vertical View Operations Support and Readiness: Ensures operational readiness in the fulfillment, assurance and billing areas. Act in a supporting role to immediate Customer facing and real time operations.Fulfillment: Provides Customers with their requested products in a timely and correct manner. Assurance: Executes proactive and reactive maintenance activities to ensure service to Customers. Billing: Produces timely and accurate invoices, collects payment and handles billing enquiries. Operations Operations Support and Readiness Fulfillment Assurance Billing 8 Operations - Level 1 - Horizontal View Customer Relationship Management:: Handles customers needs, including the acquisition, enhancement and retention of a relationship with a Customer. Service Management & Operations: Handles services and the provision of communications and information services required by or proposed to customers Resource Management & Operations: Handles resources (application, computing and network infrastructure), required to deliver and support services ordered by or proposed to customers Supplier/Partner Relationship Management: Supports the core operational processes through interaction with external suppliers and/or partners. Align closely with a suppliers or partners Customer Relationship Management processes. Operations Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management 9 SIP - Level 1 - Vertical View Strategy & Commitments: Generates strategies in support of the Infrastructure and Product Lifecycle processes and gains business commitment within the enterprise to support them. Infrastructure Lifecycle Management: Defines, plans and implements all necessary infrastructures including applications, computing, network, operations centers, architectures, etc. Product Lifecycle Management: Defines, plans, designs and implements all products and services in the Enterprises portfolio. Strategy, Infrastructure & Product Strategy & Commit. Infrastructure Lifecycle Management Product Lifecycle Management 1 0 SIP - Level 1 - Horizontal View Marketing & Offer Management: Defines strategies, develops new products, manages existing products and implements marketing and offer strategies for Core products and services. Service Development & Management: Plans, develops and delivers services to Operations; including defining strategies for service creation and design, assessing service performance, and anticipating service demand Resource Development & Management: Plans, develops and delivers resources needed to support Operations; including development of network and anticipating resource needs for future service demand Supply Chain Development & Management: Focuses on external interactions with the supply chain to ensure the right suppliers and partners are chosen and their contribution is timely and meets performance standards. Strategy, Infrastructure & Product Marketing & Offer Management Service Development & Management Resource Development & Management Supply Chain Development & Management 1 1 Enterprise Management - Level 1 Enterprise Management: Corporate functions that focus on Enterprise level processes to run the business: interfaces with almost all processes in the Enterprise. Enterprise Management Strategic & Enterprise Planning Enterprise Risk Management Enterprise Effectiveness Management Knowledge & Research Management Financial & Asset Management Stakeholder & External Relations Management Human Resources Management Operations Operations Support & Readiness Fulfillment Assurance Billing Customer Relationship Management
Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management Customer Interface Management Selling Marketing Fulfillment Response Order Handling Problem Handling Customer QoS/SLA Management Billing & Collections Management Service configuration & Activation Service Problem Management Service Quality Analysis, Action & Reporting Service & Specific Instance Rating Resource Provisioning & Allocation to Service Instance Resource Problem Management Resource Quality Analysis, Action & Reporting Resource Data Collection, Analysis & Control S/P Buying S/P Purchase Order Management S/P Problem Reporting & Management S/P Performance Management S/P Settlements & Billing Management Retention & Loyalty Supplier/Partner Interface Management Resource Restoration Telecom @ SGI Operations Operations Support & Readiness Fulfillment Assurance Billing Customer Relationship Management
Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management Customer Interface Management Selling Marketing Fulfillment Response Order Handling Problem Handling Customer QoS/SLA Management Billing & Collections Management Service configuration & Activation Service Problem Management Service Quality Analysis, Action & Reporting Service & Specific Instance Rating Resource Provisioning & Allocation to Service Instance Resource Problem Management Resource Quality Analysis, Action & Reporting Resource Data Collection, Analysis & Control S/P Buying S/P Purchase Order Management S/P Problem Reporting & Management S/P Performance Management S/P Settlements & Billing Management Retention & Loyalty Supplier/Partner Interface Management Resource Restoration Telecom @ SGI Ordering, Provisioning, Configuration of communications services and network solutions including IP VPN, MPLS, ATM, H-PNNI, Frame Relay, VoIP, IP Telephony, Video, DSL, Internet Dial, GPRS, Wi-Fi, Ethernet and IP Sec
Capturing data from Ordering/ Provisioning systems and from several Networks (MTN, IP Network, IGVN, etc) and provides reliable Customer data to Ordering / Provisioning / Configuration , Billing and Reporting (QoS & SLA reports)
, Network Resources Convergent Billing Catalogue Network ressources Rating Catalogue, Prepaid balance P&S Catalogue P&S Catalogue BSCS & Related Systems Infranet & Related Systems Vantive & Related Systems DWH -Campaign Related Systems SAP Related Systems Key Key : Master: system creating or modifying data Slave: Data replication EAI Questions and Answers