Unifying the Service Layer for  Transformation Henrique Manuel Zacarias  Director IT Systems  ZON Multimedia Brian Cappell...
ZON – A Portuguese Company <ul><li>Portugal – Since 1139 </li></ul><ul><ul><li>Small country in the west cost of Europe wi...
What is ZON  <ul><li>It’s a young  spin off  from  </li></ul><ul><li>Portugal Telecom, the  </li></ul><ul><li>Portuguese i...
ZON in numbers <ul><li># Clients: 1.595 </li></ul><ul><li># RGU’s  (1) : 3.247 </li></ul><ul><li># Clients with Triple-Pla...
ZON in Products & Services <ul><li>ZON can provide to  any client, anywhere, a multi play offer. </li></ul><ul><li>Through...
ZON in Products & Services <ul><li>ZON also provides Video on Demand, a Set Top Box with recording capabilities, EPG, Catc...
ZON & Service Transformation
ZON & Service Transformation Focus in  quality of service Focus in controlling  costs FOCUS ON CUSTOMERS   Focus on simpli...
ZON & Service Transformation How do we get there ? <ul><li>Improving the core architecture by creating a centralized  orde...
ZON & Service Transformation How do we get there ? <ul><li>Simplifying the Service Provisioning chain, taking correct adva...
ZON & Service Transformation SIGMA’s Role <ul><li>Abstracts Network provisioning complexity from the CRM and OM layer. </l...
ZON & Service Transformation How do we get there ? <ul><li>Unify disperse product data, centralizing it on a unique Produc...
ZON & Service Transformation How do we get there ? <ul><li>Create a layer that abstract applications. We call it Unified F...
Focus at all levels on  proactive Customer delight … …  Don’t wait for surveys !
Role of TMF in Our Activities <ul><li>Standard models used during the inventory and analysis phases </li></ul><ul><li>TAM ...
About Sigma Systems <ul><li>Award-winning Advanced IP Service Management Solutions </li></ul><ul><li>Automate the delivery...
Sigma SMP and TMForum’s Business Process Framework (eTOM)
Service Layer Information <ul><li>Brings together relationship of : Subscriber - Services - Network </li></ul><ul><li>Expo...
Sigma Delivers the Service Layer <ul><li>Engaged at ZON since 1995 </li></ul><ul><li>Providing the service layer abstracti...
Sigma at ZON - Architecture <ul><li>20+ external systems integrated </li></ul><ul><li>Including network elements, B2B netw...
Henrique Manuel Zacarias Director of IT Systems ZON Multimedia [email_address] Brian Cappellani CTO Sigma Systems [email_a...
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Unifying the Service Layer for Transformation

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Henrique Zacarias and Brian Cappellani of Sigma Systems gave this presentation to telecom operators at Telemanagement Forum's Management World - Nice event in May 2010. It covers a case study of ZON's Service Layer for Transformation.

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Unifying the Service Layer for Transformation

  1. 1. Unifying the Service Layer for Transformation Henrique Manuel Zacarias Director IT Systems ZON Multimedia Brian Cappellani CTO – Sigma Systems
  2. 2. ZON – A Portuguese Company <ul><li>Portugal – Since 1139 </li></ul><ul><ul><li>Small country in the west cost of Europe with around 10 million inhabitants </li></ul></ul><ul><ul><li>Since 1986, is part of the European Community </li></ul></ul>
  3. 3. What is ZON <ul><li>It’s a young spin off from </li></ul><ul><li>Portugal Telecom, the </li></ul><ul><li>Portuguese incumbent; </li></ul><ul><li>Two years ago, before that, it was </li></ul><ul><li>known as PT Multimedia, a 14 years old </li></ul><ul><li>company. </li></ul><ul><li>Today ZON offers a large portfolio of Products </li></ul><ul><li>and Services, that goes from Cable TV to Cinemas, producing also contents. </li></ul><ul><li>Since October this year, ZON started it’s expansion cross border to Angola, Africa, a fast growing market. </li></ul>
  4. 4. ZON in numbers <ul><li># Clients: 1.595 </li></ul><ul><li># RGU’s (1) : 3.247 </li></ul><ul><li># Clients with Triple-Play: 391.000 (33%) </li></ul><ul><li>EBITDA: 32.7% </li></ul><ul><li>ARPU (2) : 33.6 € </li></ul>Note: number in thousands, excluding ARPU and EBITDA (1): Revenue Generating Units (2): Average Revenue per User
  5. 5. ZON in Products & Services <ul><li>ZON can provide to any client, anywhere, a multi play offer. </li></ul><ul><li>Through the MVNO with Vodafone, we can provide mobile wide band, mobile phone and homezone. </li></ul><ul><li>With ZON, clients can have access to TV (cable or satellite), Internet (wireline or mobile), Voice (wireline or mobile). </li></ul>
  6. 6. ZON in Products & Services <ul><li>ZON also provides Video on Demand, a Set Top Box with recording capabilities, EPG, Catch-up TV, Widgets, etc. </li></ul><ul><li>Today ZON can offer 200 Mb Wide Band to more than 2,5 million houses. Also have an offer of 1Gb Wide Band over FTTH. </li></ul>
  7. 7. ZON & Service Transformation
  8. 8. ZON & Service Transformation Focus in quality of service Focus in controlling costs FOCUS ON CUSTOMERS Focus on simplifying Business Process
  9. 9. ZON & Service Transformation How do we get there ? <ul><li>Improving the core architecture by creating a centralized order management system. </li></ul><ul><li>Reduce customer fullfillment time </li></ul><ul><li>Reduce operational complexity </li></ul>Customer and Self Care Business Integration Layer & BPM Service Management Layer BSS & OSS
  10. 10. ZON & Service Transformation How do we get there ? <ul><li>Simplifying the Service Provisioning chain, taking correct advantage of what each platform is best on. </li></ul><ul><li>Reduce customer fullfillment time </li></ul><ul><li>Reduce operational complexity </li></ul>Customer and Self Care Business Integration Layer & BPM Service Management Layer BSS & OSS Order management
  11. 11. ZON & Service Transformation SIGMA’s Role <ul><li>Abstracts Network provisioning complexity from the CRM and OM layer. </li></ul><ul><li>Provides “Service Layer” interface </li></ul><ul><li>Unifying the service layer onto Sigma provides : </li></ul><ul><ul><li>Functional simplification - </li></ul></ul><ul><ul><li>Less is more ! </li></ul></ul><ul><ul><li>Lower maintenace and </li></ul></ul><ul><ul><li>development costs, </li></ul></ul><ul><ul><li>as well as deployment </li></ul></ul><ul><ul><li>time. </li></ul></ul><ul><ul><li>Enabler for future </li></ul></ul><ul><ul><li>service platforms </li></ul></ul>Customer and Self Care Business Integration Layer & BPM Service Management Layer BSS & OSS Order management TV NET VOICE MOBILE (MVNO)
  12. 12. ZON & Service Transformation How do we get there ? <ul><li>Unify disperse product data, centralizing it on a unique Product Catalogue </li></ul><ul><li>Top-down and 360º offer vision from Commercial to Technical </li></ul><ul><li>Control product life-cycle </li></ul><ul><li>Offer true bundling </li></ul>Product Catalogue Customer and Self Care Business Integration Layer & BPM BSS & OSS Order management Service Management Layer & Service Catalogue
  13. 13. ZON & Service Transformation How do we get there ? <ul><li>Create a layer that abstract applications. We call it Unified Front End and it will be used in all the interface channels, such as Online, Costumer Care, Shops, etc. This is a process oriented designed, combining orchestrated services from disparate applications to get the business processes executed. </li></ul><ul><li>Fasten customer handling process </li></ul><ul><li>Reduce trainning needs </li></ul><ul><li>Increase customer care quality </li></ul>Product Catalogue Customer and Self Care Business Integration Layer & BPM BSS & OSS Order management Service Management Layer & Service Catalogue
  14. 14. Focus at all levels on proactive Customer delight … … Don’t wait for surveys !
  15. 15. Role of TMF in Our Activities <ul><li>Standard models used during the inventory and analysis phases </li></ul><ul><li>TAM level 2 mapping of the current environment and candidate COTS solutions </li></ul><ul><li>Gaps in coverage identified as a result (both in as-is and in the candidate solutions) </li></ul><ul><li>Version of ETOM processes used as starting point for requirements gathering and to-be process definition </li></ul>
  16. 16. About Sigma Systems <ul><li>Award-winning Advanced IP Service Management Solutions </li></ul><ul><li>Automate the delivery of new services, </li></ul><ul><li>Over any network technology to any device </li></ul><ul><li>Through </li></ul><ul><ul><li>Order Management </li></ul></ul><ul><ul><li>Service Catalogue </li></ul></ul><ul><ul><li>Service Provisioning and Activation </li></ul></ul><ul><ul><li>Service Resource Management </li></ul></ul><ul><ul><li>CPE Device Provisioning </li></ul></ul><ul><li>Manage the collection and exposition of information from the network </li></ul><ul><ul><li>Active Mediation </li></ul></ul><ul><ul><li>Advanced Advertising Personalization </li></ul></ul><ul><li>50+ deployments world wide, managing over 100 million subscriber services </li></ul>
  17. 17. Sigma SMP and TMForum’s Business Process Framework (eTOM)
  18. 18. Service Layer Information <ul><li>Brings together relationship of : Subscriber - Services - Network </li></ul><ul><li>Exposing and Leveraging this information is key </li></ul>
  19. 19. Sigma Delivers the Service Layer <ul><li>Engaged at ZON since 1995 </li></ul><ul><li>Providing the service layer abstraction of the network and resources </li></ul><ul><li>Sigma automates: </li></ul><ul><ul><li>Service fulfillment </li></ul></ul><ul><ul><li>Decomposition and orchestration of technical orders </li></ul></ul><ul><ul><li>Service provisioning and activation </li></ul></ul><ul><ul><li>Service Inventory Management </li></ul></ul><ul><ul><li>Service Catalogue Management </li></ul></ul><ul><li>Provides an OSS/J JSR-264 compliant API to upstream applications </li></ul><ul><li>Enables ZON to deliver service in any location by best available or preferred access </li></ul>
  20. 20. Sigma at ZON - Architecture <ul><li>20+ external systems integrated </li></ul><ul><li>Including network elements, B2B network and service partners </li></ul><ul><li>Delivering services across voice, video, wireless and data </li></ul><ul><li>Across multiple access technologies </li></ul><ul><ul><ul><li>DOCSIS,FTTH, DSL, Satellite, HSD </li></ul></ul></ul><ul><li>Reusing ZON’s value added service infrastructure </li></ul><ul><li>All delivered through a single, integrated, standards-based architecture </li></ul>
  21. 21. Henrique Manuel Zacarias Director of IT Systems ZON Multimedia [email_address] Brian Cappellani CTO Sigma Systems [email_address] Thank You
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