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Rapid Service Design and Order Delivery White Paper

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  • 1. Oracle Communications Rapid Service Design and Order Delivery An Oracle White Paper May 2012
  • 2. Rapid Service Design and Order Delivery Page 2 Rapid Service Design and Order Delivery Executive Summary...........................................................................................3 Business challenges of service fulfillment......................................................3 Solution Design Principles ...............................................................................5 Solution: Rapid Service Design and Order Delivery....................................6 Conclusion..........................................................................................................7
  • 3. Rapid Service Design and Order Delivery Page 3 Rapid Service Design and Order Delivery EXECUTIVE SUMMARY Given the growing complexity and sheer number of products and services needing to be delivered to ever more demanding customers through multiple-channels; service providers are feeling the pressure of hyper-competition from their traditional competitors and an ever increasing number of non-traditional “telcos”. In such an environment service providers have been attempting to regain their ownership of the customer relationship by trying to rapidly introduce new and advanced technologies and services while packaging them into personalized services for the customer. However, they are faced with significant challenges that their legacy systems and processes are placing on them. Service providers are taking too long to bring new services to market and deliver those efficiently to their customers. Too many systems and processes are duplicated by service domain hampering the rapid introduction of cross domain bundles. The rapid growth of cloud based services provides an additional challenge for service providers in having to provision and manage IT resources to support customer services. Service providers recognize the need for a new and differentiated service fulfillment approach to overcome their current challenges and prepare for the future that can help them meet their business objectives of:  Rapid service design and launch to improve their market competitiveness  Fast, accurate order delivery to improve customer satisfaction and reduce time to cash  Reducing IT complexity and cost to simplify the operational environment In this paper, we will describe how the Oracle Communication Rapid Service Design and Order Delivery (RSDOD) Solution helps service providers address these challenges. BUSINESS CHALLENGES OF SERVICE FULFILLMENT The domain of OSS Service Fulfillment is one that is at the heart of every communication service provider’s (CSP) operations. Whether are fall within the domain of the traditional network operations or within the IT operations, the mission critical nature of a service fulfillment solution can hardly be overstated with a CSP environment. Despite the long experience and deep domain knowledge related to these service fulfillment solutions, CSP’s around the world are finding that these systems are providing to be an obstacle to their business transformation and revenue generation objectives, because of some fundamental challenges with the way they have evolved and been architected. Oracle Communications has invested significant effort in trying to understand the root causes for such challenges in a CSP environment. Our findings can be summarized as below: a. Fragmented service design and launch: While the front-of-house, commercial operations / BSS environment wishes to rapidly rollout new products and product bundles at an ever increasing pace, the OSS service fulfillment systems are not able to support
  • 4. Rapid Service Design and Order Delivery Page 4 this need because the fragmentation of the service design process across multiple silos and tight coupling of the product, service and resource definitions within each silo leads to a “IT project” for almost every change that needs to be made. These projects typically end up needing varying amounts of development and regression testing resources and the associated timelines for delivery do not support the business objectives. In addition, because most CSPs have a complex mix of multiple vendor technologies, homegrown systems and COTS applications; the skill levels and types of resources needed to execute this project is costly and difficult to assemble leading to reduced overall profitability of the product launch. Fig 1: Typical OSS Service Fulfillment scenario b. Long, error prone service delivery: Even after the lengthy process to launch the service, service providers are finding that they are unable to meet customer service expectations because of an inability to accurately qualify custom orders at the time of order capture leading to unrealistic expectations being set with the customer. Once the customer order has been captured and is being processed, the customer and the call center agent have very limited real time visibility to the status of the order and any requests for changes / revisions to the order are usually impossible to support or lead to manual ‘exception processing’ causing additional operational costs. It is not uncommon to see pre-dominantly manual processes; coordinated through emails and spreadsheets for the fulfillment of enterprise services. These problems are only compounded further when the customer’s request is a bundle of services across different domains and a delay or failure in any one of them leads to the delay in billing the customer for services that are being used and consequent loss of revenue. A CSP can ill-afford such increases in operational cost and revenue loss in today’s environment.
  • 5. Rapid Service Design and Order Delivery Page 5 c. High cost of ownership: Many service provider OSS service fulfillment environments have evolved over many years through a combination of home-grown technologies, network vendor provided software and some domain centric COTS applications. This kind of an environment does not allow for reuse of applications and configurations across domains and requires some very specialized and highly skilled and costly resources to build, operate and maintain on an ongoing basis. A significant portion of their budgets are focused on keeping the lights on; thereby reducing the investment available to support the business objectives of service innovation and improved customer service. CSP’s around the world are looking for an approach that allows to overcome these challenges caused by their traditional service fulfillment solutions and allows the OSS service fulfillment environment to be nimble, efficient and aligned to their overall business objectives. SOLUTION DESIGN PRINCIPLES The key to solving a CSP’s challenges in the service fulfillment arena don’t lie in implementing yet another application(s) that claims to bring about the desired change, but in transforming their OSS service fulfillment environment by aligning with certain key design principles for the end to end solution. These design principles are the foundation of building a solution that is modular, flexible and can support any technology domain allowing for maximum reuse and easy changes to support the rollout of new products and service bundles by the front-of-house BSS teams. It must also be recognized the OSS service fulfillment solution must link into the BSS systems seamlessly and in a flexible manner that isolates the complexity of service provisioning design and activation from the front of house, while providing them with the requisite updates of order status to support customer enquiries. Oracle Communications has identified five key design principles that must form the foundation the next generation of OSS service fulfillment solutions. They are: 1. Commercial, Technical and Vendor decoupling: An OSS service fulfillment solution must allow for the isolation and containment of the impact of changes of various kinds including new commercial offerings and network equipment vendor upgrades/changes. This will allow service providers to accelerate time to market and reduce operational costs of ongoing operations. 2. Catalog driven service fulfillment: The solution must allow for the maximum reuse of configurations to reduce the time and effort needed for testing during the rollout of new services and bundles. The use of a catalog based approach – where the service fulfillment patterns are dynamically orchestrated by selecting from a catalog of pre-defined patterns, makes a significant difference to the flexibility and reusability of configurations. 3. Common solution for customer, service and technical order fulfillment: A common, repeatable approach to managing the various types of orders that are a part of the service fulfillment lifecycle is vital to reducing complexity of the IT environment. Such a consistent approach also allows service providers to use a common infrastructure to support their own customers and any reseller partners. This also provides service providers a more low risk approach to transforming their operations.
  • 6. Rapid Service Design and Order Delivery Page 6 4. Modular service domain agnostic capabilities: The solution must be able to cater to any technology or service domain and not be too narrowly focused to avoid further propagation of the legacy problem of service specific silos. Such a solution will also allow service providers to increase the automation of service design scenarios and maintain data and process integrity across the entire fulfillment chain. 5. Comprehensive order lifecycle management: The solution must provide pre-built and advanced automated order management capabilities to support the reduced cost and time to deliver order efficiently. KeyPrinciples Value Commercial,Technicaland Vendor decoupling  Decrease time to market  Ability to isolate changesminimizing operationalcosts Catalog driven servicefulfillment  Maximum reuseof configurations  Reduction of testing time for solution deployment Common solution forcustomer, service and technicalorderfulfillment  Single platform to supportmultiple service  Flexible deploymentoptions to suit CSP needs Modularservicedomain agnostic capabilities  Maintain data and processintegrity  Supportcomplex manualand rapid automated service design scenarios Comprehensiveorderlife cycle management  Decreasedoperationalcomplexityand costs  Improved customerexperience Fig 2: Key Design Principles for a next generation OSS Service Fulfillment Solution RAPID SERVICE DESIGN AND ORDER DELIVERY Oracle Communications Rapid Service Design and Order Delivery (RSDOD) is a complete service fulfillment solution that enables service providers to rapidly and efficiently design, launch and fulfill any type of service over any network. RSDOD helps service providers achieve an improvement in key business metrics of service introduction time, order cycle time and total cost of operations. RSDOD is built to be modular and allows CSPs to being their transformation towards aligning with the key design principles from an order management or an activation perspective; depending on their specific environment. The key business benefits of RSDOD are: a. Rapid Service Design and launch: RSDOD is built around an industry standards compliant data model that allows for the decoupling of products, services and network technologies. This significantly simplifies the design and launch process allowing service providers to isolate & limit the impact of changes needed to support the rollout of new products and services. RSDOD provides a single, unified and graphical design time tool that works across multiple applications to significantly reduce the learning curve and simplify the process of designing and configuring applications to support the launch of new services and bundles, where required. RSDOD also allows service providers to abstract the complexity of their network technologies from the IT environment through the use of a unique, innovative cartridge based approach to service activation.
  • 7. Rapid Service Design and Order Delivery Page 7 Fig 3: Oracle Communications Rapid Service Design and Order Delivery b. Fast, accurate order delivery: RSDOD greatly simplifies the entire order capture and order delivery lifecycle by providing advanced capabilities for technical service qualification, automated order fallout management, real time order status visibility and in-flight change management. RSDOD allows for orders to be dynamically decomposed and orchestrated across the entire order lifecycle and a combination of new and legacy fulfillment stacks. c. Reduced IT Complexity and cost: RSDOD is a complete end to end solution covering the entire spectrum of service fulfillment needs – order management, service and resource management and activation. RSDOD also provides pre-built support for a number of domain technologies and network equipment vendors to reduce the cost and risk of deployments. By enabling a consistent and service agnostic architecture, built around COTS applications which are proven and scalable it allows service providers to significantly reduce the complexity of their IT environment and allows them to chart a low-risk evolutionary transformation path that maximizes the ROI on their legacy investments. RSDOD brings together leads COTS applications from the Oracle Communications OSS portfolio – Oracle Communications Order and Service Management (OSM), Oracle Communications Unified Inventory Management (UIM), Oracle Communications ASAP and Oracle Communications Design Studio. Complementary applications are Oracle Communications IP Service Activator (IPSA) and Oracle Communications MetaSolv solution. CONCLUSION Over 200 service providers worldwide deploy Oracle Communications OSS products for a variety of complex, next-generation services, including IP, Voice, VoIP and Broadband. Our products have also been recognized as market leaders by a number of independent analyst firms and received many awards for the same. Rapid Service Design and Order Delivery is a integral component of the Oracle Communications end-to-end Concept to Cash solution offerings that are helping leading operators across the world
  • 8. Rapid Service Design and Order Delivery Page 8 reap measurable business benefits across their operations. Rapid Service Design and Order Delivery can help service providers with their service fulfillment transformations by:  Rapid service design and launch through the decoupling of the network, services and commercial definitions allowing them to adopt a catalog based service fulfillment approach.  Fast accurate service delivery through the use of increased automation, orchestration of bundled services, multiple inventory systems, and scalable activation across disparate in-house and 3rd party networks.  Reducing IT complexity and cost through the use of advanced software capabilities such as inflight order change management, activation rollbacks and having one service fulfillment stack capable of handling multiple domains. The new generation of Rapid Service Design and Order Delivery solutions from Oracle Communications allows the CSP to selectively choose and plan their service fulfillment transformations by reducing the risk and timelines of such an effort through the use of productized applications.
  • 9. Rapid Service Design and Order Delivery May 2012 Author: Srinivas Padmanabharao, Oracle Solution Marketing Oracle Corporation World Headquarters 500 Oracle Parkway Redwood Shores, CA 94065 U.S.A. Worldwide Inquiries: Phone: +1.650.506.7000 Fax: +1.650.506.7200 oracle.com Copyright © 2011, Oracle and/or its affiliates. All rights reserved. This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. Oracle is a registered trademark of Oracle Corporation and/or its affiliates. Other names may be trademarks of their respective owners. 0408