Architecture, Functionality and Processes in One

Stefan Axelsson

Schedule
Introduction
Purpose and capabilities of the ONE system
Conceptual architecture
Important data entities
Technical Infrastructure & Software components
Walkthrough of the ONE GUI concept and main screens
Change management and support processes
Summary
Time: 3 hours, including 2 x 5 min breaks

Target Audience and Prerequisities

Typical Audience
System Architects
Requirements Analysts
Business Analysts
IS/IT Professionals

Prerequisite Knowledge (recommended)

Basic knowledge concerning fixed and mobile
telecommunications
General knowledge concering IS/IT systems and technologies
such as databases, IT applications and hardware

Purpose of the ONE System

Provide system support for the following eTOM level 1
business processes
Fulfillment
Assurance
Billing

(outsourced to third-party)
eTOM level 2 processes

FULFILLMENT

ASSURANCE

BILLING (with PayEx)

Customer Interface Mgmt

Selling
Order Handling
Service Configuration
Service Activation
Resource Provisioning
Resource Data collection
S/P Requisition Mgmt
S/P Interface Mgmt

Customer Interface Mgmt

Problem Handling
Customer QoS Mgmt
Retention & Loyalty
Service Problem Mgmt
Service Quality Mgmt
Resource Trouble Mgmt
Resource Performance Mgmt
S/P Performance Mgmt

Bill Invoice Mgmt

Bill Payments Mgmt
Receivables Mgmt
Bill Inquiry Handling
Service &
Specific Instance Rating

Important ONE capabilities - Branding

Supports multiple market brands

Glocalnet (GN)
Bredbandsbolaget (B2)
Wholesale / Service Providers
(others can be added or consolidated in the future)

Market brands are logically separate

Customer, invoice and contract structure
Offer and product catalogues
Customer communications such as letters, SMS, e-mail etc.

Most processes are shared for all supported market brands, but there
are also business-driven brand-specific rules where relevant
Support and delivery works with one set of tools for all brands

Important ONE capabilities - Services

Multiple types of base services

DSL-based broadband

LAN-based broadband

UMTS-based broadband

Post-pay mobile telephony

Pre-pay mobile telephony

Dial-up internet

IPTV (provided by Viasat)

IPTV (provided by Telenor)

VOIP telephony

PSTN telephony (prefix and FAB)

Variety of value-added services

Security packages, Music subscriptions, Video-on-demand, Online Storage, Webhosting, E-mail,

Voicemail, Barring services, Unlisted number

A base service is not mandatory. From a system perspective, a customer could be

billed on value-added services alone.

Important ONE capabilities - Metrics

Normal weekdays
~650 GUI user sessions
~30 000 provisioning requests

Customers
~900 000 across brands

Contracts

~1 400 000 across services

Processes
>500 business processes

External Interfaces
>170 interfaces to external and internal systems

Delivering broadband services

Delivering a broadband access involves executing a complex set of

activities and dependencies

Internal network systems

External systems

Manual activities performed by third parties and/or Telenor delivery

Much variation based on type of broadband access and involved third-parties

Delivery of a fixed broadband access can involve processes that

span several months of calendar time

Automated submit/retry/recovery flows

Order reclassification depending on real-world capabilities at the customer end

Op. exchange between broadband operators

Op. exchange between internal market brands

Different equipment depending on the end service

VoIP and IPTV service have their own delivery processes

Including dependencies to the base carrier service, with shared process milestones

Number porting (PSTN and Mobile)

Interfaces brief summary

Technologies

Categories

Provisioning

DSL LLUB

FTP

DSL Wholesale

DSL Bitstream

SFTP

DSL others

FTP

IPTV

LAN

JMS

CPS

SSH

Mobile

Tibco Rendezvous

IVR

CTI

HTTP/HTTPS post/get

OCC

SOAP

Credit Check

Operator exchange

LDIF/LDAP

Number porting

Other webservices (such as MS/biztalk)

XML files

PSTN/VoIP

Mobile

Collections

Comma-separated files

Billing

Master plan updates

Screenscraping

Facility registry

Manual task inboxes

Bulk order import

E-mail

Web portals

Trouble ticket / ARS Cases

SMS

Printshops

Inbound and outbound variants of all the above

Logistics partners

Total
Totalover
over170
170current
currentinterfaces
interfacesacross
across
pretty
much
every
technology
there
pretty much every technology thereisis

~50
~50external
externalparties
partiesinvolved
involved
Mix
between real-time, batch, synchronous
Mix between real-time, batch, synchronous
and
andasynchronous
asynchronous

ONE - Technical environment

Java 2 SE JDK/JRE

Tibco Rendezvous

Tibco BusinessWorks

Oracle 10g Enterprise Edition

RedHat Enterprise Linux

Corporate license for Tibco

Oracle license is CPU-based

There are no per-user or per-seat licenses

High-level architecture

Conceptual architecture

One - CRM

Master system for customers, contracts, services and the product catalog

Handles sales, fulfillment/delivery and customer management

Contains campaign management as well as offer/price management

Provides a web-service-based API to web portals and external parties

Process model, CRM & Billing

Process model, CRM & Billing

Billing
Billingmode
modeisisopen-item
open-item
Types
Typesofofbill
billitems
items

One-time fees
One-time fees
Recurring fees
Recurring fees
Override fees
Override fees
Usage fees in the form of priceplans
Usage fees in the form of priceplans

Costs,
Costs,Compensations,
Compensations,Adjustments,
Adjustments,
Discounts
are
all
the
same
Discounts are all the samegeneric
genericfee
feetype
type

Fees
Feesusually
usuallycorrespond
correspondtotoinvoice
invoiceline
lineitems
items

One - Resource Management

Holds a record of available resources

Phone-numbers

VOIP (B2, GN and Telenor branded)

PSTN

MSISDN

SIM/USIM-cards

Software license numbers

Blacklist register on e-mail-addresses

Webhosting users

Portal users

E-mail users

Passwords

Copper pairs

FQPN

Maintains the REO/facility register (LAN-capable sites)

Maintains the station master plan (DSL-capable sites) & ability check

One - Letter Dispatch

Uses two dispatch engines

Uses the Apache FOP engine for B2 letters

Uses the StreamServe engine for GN letters

Same rules apply for both engines:

Dispatch triggers are based in One

Actual dispatch output format is controlled by either rendering

engine, according to defined templates

Dynamic data for all dispatches is published as XML from One

XSL:FO to PDF in the B2 case

XML to AFP in the GN case

Volumes

~350 letter templates

~100 different types of equipment (not including packlists)

One - Order
Management &
Provisioning

Has a oracle-table interface to One

Has a webservice interface to wholesale partners (WS API)

Acts as umbrella interface to fulfillment, delivery & service-oriented systems

Has task inbox functionality to control tasks that need manual fulfillment

Controls the sequence in how services are delivered

Holds error-correction/retry/re-send/replace logic (with dedicated GUI)

Able to take delivery-oriented decisions without involving end-users (such as

automatic order-audit & automatic downgrade)

Uses a service-centered view (i.e. ignoring market brand where possible)

Important back-end Order

Management processes

Change offer
Move
Upgrade / Downgrade
Automatic Downgrade
Claim of Customer Equipment
Operator Exchange
Transfer of Ownership (ToF)
Import Contract
Provisioning

Customer Data Model

From an Offer to a Contract

Example: Broadband 8Mbit

Contract

DSL 8 Mbit, 12 month commitment, 3 month

cancellation

Telenor supplies the base DSL access (LLUB)

Content

Broadband-access

229 SEK/month

795 SEK start fee

Discounted start fee - 795 SEK

Technical component - AccessID

Wireless modem

0 SEK

Technical components <...>

Dispatch component - Equipment

Security Package

39 SEK/month

Discount on first 3 months on 39 SEK/month

Resource components License key / Status

Customer Data Model

Example: VOIP

Contract

VOIP Kvll&Helg, 0 month commitment, 3

month cancellation

Carrier service is the DSL contract

Content

VOIP access

69 SEK/month

Discounted monthly fee - 69 SEK

Technical component PSTN

Technical components port in/out

VOIP priceplan

Kvll&Helg, 25 SEK/month

Usage priceplan name (V017)

Uses same CPE as base DSL service

0 SEK

Additional services

Voicemail, 0 SEK/month

Unlisted number, 0 SEK/month

Caller ID, 0 SEK/month

Customer Data Model

Example: Mobile

Contract

Mobile Lgt, 0 month commitment, 3 month

cancellation

Content

Mobile access

199 SEK start fee

Technical component SIM card

Technical component MSISDN

Technical components port in/out data

Mobile priceplan

Mobil Lgt, 69 SEK/month (call pot)

Usage priceplan name (ex. MLA036)

Additional services

Voicemail, 10 SEK/month

Unlisted number, 0 SEK/month

Caller ID, 0 SEK/month

International Barring, 0 SEK/month

Optional: Handset/Terminal installments

<make/model>, 150 SEK/month over 24 months

Product Catalogue Data Model

Production Hardware

3x

HP ProLiant
HP ProLiant
DL580 G5
DL580 G5
Red Hat ES
Red Hat ES

3x

2xXeon 3,5 Ghz

2xXeon 3,5 Ghz
4 Gb RAM
4 Gb RAM

(currently)

HP ProLiant
HP ProLiant
DL 380
DL 380
Red Hat ES
Red Hat ES
2xXeon 3,4 Ghz
2xXeon 3,4 Ghz
2 Gb RAM
2 Gb RAM

SLB

3x

GUI
LAYER
SLB

HP ProLiant
HP ProLiant
DL580 G5
DL580 G5
Red Hat ES
Red Hat ES

external
process
proxies

4xXeon 3,4 Ghz

4xXeon 3,4 Ghz
16 Gb RAM
16 Gb RAM

Fujitsu
Fujitsu450
450
Sun
Solaris
Sun Solaris
4x1,65 Ghz
4x1,65 Ghz
16 Gb RAM
16 Gb RAM

Veritas
Veritas
Cluster
Cluster
Server
Server

Fujitsu
Fujitsu450
450
Sun
Solaris
Sun Solaris

PROCESS
LAYER

DATA
LAYER

4x1,65 Ghz
4x1,65 Ghz
16 Gb RAM
16 Gb RAM

VCS

Production Hardware

3x

HP ProLiant
HP ProLiant
DL580 G5
DL580 G5
Red Hat ES
Red Hat ES

3x

2xXeon 3,5 Ghz

2xXeon 3,5 Ghz
4 Gb RAM
4 Gb RAM

(currently)

HP ProLiant
HP ProLiant
DL 380
DL 380
Red Hat ES
Red Hat ES

GUI
LAYER

2xXeon 3,4 Ghz

2xXeon 3,4 Ghz
2 Gb RAM
2 Gb RAM

SLB

3x

AM:
3 test env
1 dev env
1 fasttrack env

SLB

HP ProLiant
HP ProLiant
DL580 G5
DL580 G5
Red Hat ES
Red Hat ES

external
process
proxies

4xXeon 3,4 Ghz

4xXeon 3,4 Ghz
16 Gb RAM
16 Gb RAM

Fujitsu
Fujitsu450
450
Sun
Solaris
Sun Solaris
4x1,65 Ghz
4x1,65 Ghz
16 Gb RAM
16 Gb RAM

Veritas
Veritas
Cluster
Cluster
Server
Server

Fujitsu
Fujitsu450
450
Sun
Solaris
Sun Solaris

PROCESS
LAYER

DATA
LAYER

4x1,65 Ghz
4x1,65 Ghz
16 Gb RAM
16 Gb RAM

VCS

Development tools

Eclipse IDE

Java JDK 1.6

Java/Struts/Tomcat run-time

Hibernate

Tibco BusinessWorks Designer

Tibco Adapter framework

CVS version control & ANT

possible future switch to Subversion

Design & development is typically carried out on desktop PCs

Unit-test & system-test in the shared development environment

Integration test in the shared int. test environment

Tibco Rendezvous

Tibco RV is a enterprise
service bus
Uses subject-based addressing
Sync or Async messaging
Message routing
Logical separation of
environments
Uses adapters to connect to
the ESB

Tibco BusinessWorks

Tibco BW is a SOA framework for

application integration, using the
Rendezvous bus as the transport

BW processes are built via a designer tool

and deployed to test and/or production

BW processes can include:

Automated process steps

Manual workflow steps

Process orchestration logic / Scheduling

External/internal webservices

Transaction checkpoints

Access to RDBMS & PL/SQL

Graphical XML data mapping and transformation

Lots more...

Tibco Administrator is used for real-time

monitoring, optimization and
administration of deployed processes

Vision of the ONE GUI

Provide a single, web-based interface to the entire

customer engagement that is easy to use, consistent,
powerful and yet capable to continually evolve with
market, delivery, support and customer service
requirements

One GUI concept

The purpose of the One GUI is to provide a single customer view

To meet this purpose, different GUI tabs are used
Each GUI tab has a specific purpose or set of customer tasks in mind

The GUI is currently organised in 6 tabs

Customer

(Kundinfo)

Delivery

(Leverans)

Support

(Support)

Invoice

(Faktura)

Contract

(Kontrakt)

Upsales

(Merfrsljning)

Each tab has a number of customizable panels

Access to GUI panels and GUI wizard functionality is based on user

role as well as market brand

Customer Information Tab

HOTKEY
HOTKEY

TABNAME
NAME
TAB

GUIPANEL
PANEL
GUI

WIZARDSTART
START
WIZARD

Delivery Tab

Support Tab

Invoice Tab

Contract Tab

The One GUI integrates information and

functionality from multiple sources
Customer
Manageme
nt

Resource
Managem
ent

Order Mgmt
&
Provisioning

Remedy
ARS
Nexus
PayEx

Customer Information Tab

Multiple services / Triple-play

Change Management & Fast track

CRs and projects are delivered in One Releases

Monthly release interval (with some exceptions)

Normal lead times are between 2-5 months for new functionality

Functional changes are classified according to S, M, L, XL

Fast Track is the delivery process for config changes

Bi-weekly release interval, separate from One Releases

Normal lead times are 2-5 weeks

Typically this includes new or changed offers, prices, compensations,

commitment times, downgrade rules, equipment rules, dispatches

Fast-tracked configuration changes flow to the sales channels

Most sales channels use real-time access to the One product catalogue

Offer/price lookups and the content of orders are in most cases based on
information based in One (improvements ongoing for certain sales ch.)

As a general rule, 80-90% of all price changes are fast-tracked

08
09

Fast Track history

Number of Fast Track changes per week and

market brand

A Fast Track change can include items such

as new/changed offers, campaigns, products,
discounts or similar configurable items

Average lead time from requirement to

production 2,5 weeks
Week
B2

GN

08-24

27

08-26

34

08-27

24

08-36

36

10

08-37

24

25

08-39

42

69