From Communications Service Provider To Next Generation Operator


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Eric Kisiel of Charter and Brian Cappellani of Sigma Systems gave this presentation to telecom operators at Telemanagement Forum's Management World - Americas event in December 2009. It covers how service providers can unify their services layer to more easily create & deliver triple-play bundles.

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  • SMP’s Service Creation Environment allow the definition of services, packages and bundles and associated provisioning and fulfillment processes to support Service Planning and Deployment. Service Topology Manager and its associated models support resource definition and allocation to services. These models are used directly by SMP as part of the service activation and management process Service Provisioning and Activation are the key operational use cases and capabilities of SMP SMP’s advanced order management and handling capabilities support the ability to manage scenarios above and beyond direct network activation (e.g. long running orders such as LNP, CLEC activities) Service Diagnostic Manager and SMP’s rich information model allow SMP to play in the Assurance area – supporting subscriber service-centric diagnostics and advanced reporting about subscribers and their service history
  • From Communications Service Provider To Next Generation Operator

    1. 1. IT Transformation Case Studies I: From CSP to Next Generation Operator Eric Kisiel Dir. of Platform Integration – Engineering December 2009
    2. 2. Charter Overview <ul><li>4 th Largest US Cable Operator </li></ul><ul><li>Triple play service provider (Video, HSI, Telephone) </li></ul><ul><li>Customers (12.6 million RGUs as of Sep 2009) </li></ul><ul><ul><li>4.9 million Basic Video </li></ul></ul><ul><ul><li>3.2 million Digital Video </li></ul></ul><ul><ul><li>3.0 million HSI </li></ul></ul><ul><ul><li>1.5 million Telephone </li></ul></ul><ul><li>Company Performance (Jan – Sep 2009) </li></ul><ul><ul><li>Adjusted EBITDA growth of 9.5% on an actual basis compared to 2008 </li></ul></ul><ul><ul><li>Revenue growth of 4.6% on compared to 2008 </li></ul></ul>
    3. 3. Personal experience <ul><li>10+ years in industry (ISP, Cable) </li></ul><ul><li>Enterprise Architect for Service Delivery and Assurance at Charter </li></ul><ul><ul><li>OSS, EMS, NMS, & BSS for primary and ancillary IP delivered services </li></ul></ul><ul><li>Principle student from the school of hard knocks </li></ul><ul><ul><li>Participation in complete business transformation multiple times </li></ul></ul>
    4. 4. Operational transformation is the cost of doing business <ul><li>Market & Legal pressures drive change regardless of an organization’s preference or readiness </li></ul><ul><li>The business demands that we.. </li></ul><ul><ul><li>Keep pace with the customer </li></ul></ul><ul><ul><li>Keep pace with technology </li></ul></ul><ul><ul><li>Grow the business around existing and new revenue streams </li></ul></ul><ul><li>Do more, with less, quicker than last time </li></ul>
    5. 5. Charter’s transformation over the last 3 years <ul><li>Reconstruction of back office </li></ul><ul><ul><li>Migration to a single billing platform </li></ul></ul><ul><ul><li>Flow through provisioning for Data and Voice service lines </li></ul></ul><ul><ul><li>Service Bus introduction to loosen application integration </li></ul></ul><ul><ul><li>Inventory management system </li></ul></ul><ul><ul><li>Identity Management </li></ul></ul><ul><ul><li>Decommissioning of many duplicative applications to streamline and stabilize operations </li></ul></ul><ul><li>Reconstruction of front office </li></ul><ul><ul><li>Recreation of .com platform </li></ul></ul><ul><ul><ul><li>Focused on streamlining ordering process, and providing better visibility into services and billing status </li></ul></ul></ul><ul><ul><li>Recreation of .net platform </li></ul></ul><ul><ul><ul><li>Focused on more expansive, personalized, holistic service experience </li></ul></ul></ul><ul><ul><li>Refinement of installation technologies and procedures </li></ul></ul>
    6. 6. Keys to success <ul><li>Know what is broken and how to fix it </li></ul><ul><ul><li>Make sure that root causes are identified </li></ul></ul><ul><ul><li>Avoid the temptation to force a problem into a solution </li></ul></ul><ul><li>Pick a strategy and see it through </li></ul><ul><ul><li>Determine roadmap, critical enterprise pivot points, and gather true business support and focus </li></ul></ul><ul><ul><li>Avoid the shiny project syndrome </li></ul></ul><ul><li>Align the technology with the business </li></ul><ul><ul><li>Understand the target experience and key drivers </li></ul></ul><ul><ul><li>Focus on the customer and support organizations </li></ul></ul><ul><li>Plan for how to deal with what you don’t know </li></ul><ul><li>Leverage industry and peer experiences as much as possible </li></ul>
    7. 7. The value of industry standards provided by TMForum <ul><li>eTOM & IPDR are providing significant value on an ongoing basis </li></ul><ul><li>eTOM helps frame complicated conversations within clean boundaries </li></ul><ul><li>IPDR helps drastically reduce escalating infrastructure investments </li></ul><ul><li>Thank you </li></ul>
    8. 8. About Sigma Systems <ul><li>Global Leader in Advanced IP Service Management Solutions </li></ul><ul><ul><li>Over 12 years dedicated OSS development & deployment experience </li></ul></ul><ul><ul><li>Global offices (Canada, India, EMEA, APAC and CALA) </li></ul></ul><ul><ul><li>50+ Deployments Worldwide </li></ul></ul><ul><ul><li>Over 100 million services managed across Voice, Video, Data, and Multi-media services </li></ul></ul><ul><ul><li>Proven, pre-integrated solutions for Triple and Quad Play (Voice, Video, Data, Content and Multi-media) services delivering: </li></ul></ul><ul><ul><ul><li>Fulfillment, Active Mediation, Subscriber Information for Advanced Advertising </li></ul></ul></ul>
    9. 9. What We Do <ul><li>Award-winning Advanced IP Service Management Solutions </li></ul><ul><li>Automate the delivery of new services, over any network technology to any device – Voice, Video, Data, Messaging, Content and Multimedia services </li></ul><ul><ul><li>Advanced Order Management </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>
    10. 10. Sigma Delivers the Service Layer <ul><li>Providing the abstraction of the network and resource layer from a two-way perspective </li></ul><ul><li>Ability to interact with upstream applications to: </li></ul><ul><ul><li>Accept provisioning requests and real time events to “push” information to the network and resource layer: </li></ul></ul><ul><ul><li>OSS/J Order Management & Provisioning APIs </li></ul></ul><ul><ul><li>Retrieve (“pull”) information from the network layer and enrich it to provide an aggregated, unified view of the subscriber, their services and their usage of the services </li></ul></ul><ul><ul><li>IPDR-based messages </li></ul></ul><ul><ul><li>Respond to requests from upstream systems around this subscriber information in real time </li></ul></ul>
    11. 11. TeleManagement Forum eTOM model Sigma
    12. 12. Service Layer Information <ul><li>Brings together relationship of : Subscriber – Services - Network </li></ul><ul><li>Leveraging this information is key </li></ul>
    13. 13. The Next Generation Services Layer <ul><li>Bringing together mediation, fulfillment, device provisioning and subscriber information </li></ul><ul><li>To Support: </li></ul><ul><ul><li>collection, exposition and modification of service layer data </li></ul></ul><ul><ul><li>using TMF standards-based interfaces </li></ul></ul><ul><li>Providing the next generation infrastructure for transformation </li></ul>
    14. 14. Eric Kisiel Director of Platform Integration Charter Communications [email_address] Brian Cappellani CTO Sigma Systems [email_address] Thank You