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Customer choice driving IT change
 

Customer choice driving IT change

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In today's competitive mobile market, a mobile operator must exceed a customer's expectations in order to keep them. VHA uses the phrase "Walk out working" to describe new customers having their ...

In today's competitive mobile market, a mobile operator must exceed a customer's expectations in order to keep them. VHA uses the phrase "Walk out working" to describe new customers having their mobile phones provisioned before they have left any Vodafone, 3 or retail partner outlet. With many mobile operators having a service level agreement (SLA) of 3 to 72 hours, an SLA of only a few minutes gives VHA a clear competitive advantage.

But near real-time fulfillment can place stress on yesterday's provisioning platforms forcing a focus on high availability, loose coupling, throughput and end-to-end management.

VHA discusess the challenges they addressed and the architecture they implemented on time and on budget. He will also describe how TIBCO BusinessEvents, BusinessWorks and EMS managed the end-to-end provisioning of over 15 systems.
If you have a complex IT landscape and want real time visibility and control while managing multiple channels and requiring integration of multiple backend systems, this is a must see.

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    Customer choice driving IT change Customer choice driving IT change Presentation Transcript

    • Customer Choice Drives IT Change Hubert Truong Technology Solutions Manager Business Support Systems & IT Vodafone Hutchison Australia (VHA) © 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
    • Agenda  Company Overview and Introduction  Our Challenge  Business Benefit and Impact  Solution Architecture  Implementation  Best Practices and Lessons Learned 2 © 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
    • Vodafone Hutchison Australia – The Company  Joint venture of Vodafone Australia and Hutchison Telecoms Australia (formed via merger in June 2009)  Three main brands  > 6 Million Customers and > 4,000 Employees  Fastest growing mobile provider in Australia  27% market share  > 500 exclusive retail outlets and a broader retail sales network with over 10,000 points of presence  Major integration program underway to enable post-merger consolidation – without disruption to customer experience 3 © 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
    • The VHA Story We will be the most recommended mobile operator by delivering simple, affordable innovation at the lowest cost to our customers 4 © 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
    • Introduction  Customer choice is forcing us to better ourselves Walk out working – Immediacy is a must 28% growth in 2009 (within 3 Mobile Business) Products are becoming more complex with more options  Provisioning and order management platform which must cater for End to end coverage and proactive monitoring Near real time Highly available, reliable and scalable Management of more varied and complex processes 5 © 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
    • Introduction  The Project New Hardware Technology New OS New TIBCO Product Stack  Complete Swap-Out of our Technical Order Management (TOM) TOM hosts 55 Processes managing 105,000 Tx/Day Central to all customer interactions Full heart transplant … what could go wrong!?? 6 © 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
    • Challenges Business Challenges Technical Challenges Global Oracle Site License for Fusion Multiple system dependencies - Why Pay for BE? downstream stoppage causes upstream issue Existing deployment was working. Why Limited to no support of legacy apps change? Merger activities. Will this all be No SLA reporting & management wasted? Will not cater for future vision of Evolving and maintaining aging services platform carries high cost and time Dramatic increase in customer No High Availability or Redundancy interactions (esp. Self Service) Increased competitiveness – we’re Was a major disaster imminent? good at time to market but can we get better 7 © 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
    • Business Benefit and Impact Hubert Truong © 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
    • Benefits  Continue to meet Customer expectations  HA capability helps ensure SLA compliance, protects business revenue  Improved reliability and support  Reduced cost of operations  Reduced error resolution time  A framework for the future 9 © 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
    • Benefits  Drive down OPEX and CAPEX costs: Development costs will be lower in BW & BE, as the development methodology is easier to implement The ESB provides SOA capability to the environment where new applications can integrate into a single point/system minimizing costs of integration and new/existing services TIBCO-exposed services can be leveraged by any application requiring integration into our core systems We will have support from TIBCO for any core patches/technical support as we will now be on supported versions 10 © 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
    • Solution Architecture Maroun Azzi © 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
    • High Level Architecture Legend TIBCO BusinessEvents TOM GUI Componets TIBCO BusinessWorks Weblogic Application Server Components Custom Adapter/Bridge Components Database Oracle 10g Monitoring and BusinessEvents TIBCO Administrator TIBCO Hawk Agent Management Layer Backing Store Audit/Error Runtime Layer TIBCO BusinessWorks Asynchronous Orchestration and State Fetcher TIBCO BusinessEvents (Inference Agent, Cache Agent, Query Agent) TIBCO BusinessWorks Poller TIBCO BusinessWorks EMS Queue Dispatcher (Communication with PeopleSoft Adapter and Mediator (EMS/RV Translator and communication with end systems) the end-systems TIBCO BusinessWorks TIBCO BusinessWorks Rendezvous HTTP, SOAP,Other Adapter Adapter Adapter Adapter Adapter Adapter Adapter Adapter Adapter Adapter Secure Messaging MMS SSM SE Vault People Checker NAI_SA MNP CCV Tertio SV NMS IMEI SMD Soft 12 © 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
    • Main Solution Capabilities of TOM Platform • TIBCO BE provides real time provisioning layer to deliver introspection, manage high volumes, dynamic transactions and state monitoring, management redundancy • HA is achieved through application load balancing and fault tolerance and for TIBCO components and external load balancers for HTTP Server availability via Oracle RAC • TIBCO EMS receives and sends events to TOM platform to move the Integration process through each of the steps in the flow. and • TIBCO BW is responsible for integration to the end systems via Connectivity respective adapters. • TOM UI is a custom built UI to enable or disable particular process User flows in the TOM solution Interface • TIBCO Administrator is used by System Administrators for the management of the TIBCO Components in the TOM solution. • TIBCO RV is used for all communication between the TOM System Messaging and the adapters to each of the other OSS/ BSS systems (Tertio, Layer SingleView, MNP etc.)
    • Solution Overview Improved Future Risk Goal Efficiency Stability business proofing mitigation support Implement a provisioning platform to cater for  State management  Loosely coupled lightweight layer to provide scalability and throughput  Dynamic platform for managing the state of in-flight orders  Rules-driven platform to enable quick turnaround on short term campaigns / product offerings Example: Recharge and Win 14 © 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
    • Platform Focus  Vision to reduce from 5 systems (TOM, Tertio, Hades, Tundra and Stargate) to 1 Consolidate orchestration engines to reduce complexity Reduce administration and operational costs  Improve stability under high load  Modernise TOM to support Oracle 10G  Future-proof against requirements & possibilities Reduce time-to-market for new services Scale for peak periods Complex bundling and set up / tear down SLA management 15 © 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
    • Implementation Hubert Truong © 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
    • Implementation Details  POC - validate the benefits of a new approach using Complex Event Processing (CEP)  Project timeline 6.5 months On time and on budget  Successful teaming arrangement  Phased deployment  Minimum Business disruption 17 © 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
    • The Project Team BSS & IT Portfolio Manager VHA TIBCO BSS & IT TCS Program Manager BSS & IT Solution Infrastructure and Test Lead TCS Delivery PM Telco Architect Architect Environment PM BSS & IT Infrastructure Design & technical TIBCO Developer Solution Designer Lead Application Solution Designer TIBCO Designer 18 © 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
    • Best Practices and Lessons Learnt  Mission critical system required trusted technology platform Not all platforms are equal. We required: • Technology heterogeneity • End to end management, monitoring and integration  POC is the best way to demonstrate new technologies and Vendor capability  Setting it right upfront, reaping the rewards later  TIBCO involvement crucial to project success Especially where new paradigm and technologies are being used Local presence  Global Network  Skills transfer is key to future operational success 19 © 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
    • Best Practices and Lessons Learnt  Testing Automation where possible Performance testing  Ensure you have strong Project Management On Time On Budget cannot be achieved without it  Ensure you have strong technical leadership Critical to quality and timely delivery  Ensure the right Governance is in place For support and coverage 20 © 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.
    • Wrap Up and Summary  Customer choice means we must Release new products to market quickly and reliably Real time provisioning – Walk out working  Getting Business buy in and understanding of system lifecycle needs are key to success  Selecting Product is as much about the Technology as the Vendor  Leverage your Partners, know their strengths (and weaknesses)  Take the time set it up right upfront 21 © 2010 TIBCO Software Inc. All Rights Reserved. Confidential and Proprietary.