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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 …

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