Dialup subscriptions(Net Plus, Net Super, Net Office)New product/technology line should be introduced, e.g. “Dialup”.Define new products, components and attributes to represent customer assetsWeb hosting, e-commerce hosting, server renting, collocation, and banner servicesNew product/technology line should be introduced, e.g. “Hosting”.Define new products, components and attributes to represent customer assets
ADSL and Dialup access provisioning(provisioning of MAXadsl and dialup services for access to internet including generation of username, password, e-mail address, mailbox quota, antivirus settings, firewall settings, active additional services, etc.)E-mail service provisioning(provisioning of e-mail mailboxes related to ADSL or dialup users or Hosted Exchange users)IPTV service provisioning(provisioning of MAXtv users for adding, enabling or disabling and towards the IPTV middleware, also assigning packages to users and terminating users’ packages)Web hosting provisioning(provisioning of Unix and Windows web hosting services including additional services e.g. web statistics, frontpage extensions, collocation and server renting services)Abuse process(analyzing abuse complaint tickets – identification of T-Com customers abusing the service; taking appropriate measures (temporary or permanent disconnections)Helpdesk support process(1st and 2nd level customer support including changing of internet passwords, checking validity of passwords, reviewing access logs for successful and unsuccessful connections to help troubleshoot internet issues)DNS processes(registration of Internet domains (local domains under t-com.hr, Croatian domains under .hr and commercial domains under .com/.net/.org) with relevant registrars and processing of related documentation)
Talking Points:Introduction of GenevaIntroduction of Enterprise Service Bus
Telcordia Dynamic Service Catalog (DCAT) is system focusing on product lifecycle and customer fulfillment management. Using graphical interface it is possible to make models to standardize how products, services, resources, and business interactions are defined and managed across BSS/OSS. DCAT is used for order (product) decomposition purposes through its exposed engine.In the context of the OSS solution it is used as a repository for storing product and service model information (model for short) to be used for commercial order decomposition in the Expediter supported order management process.The DCAT functionality is extended further by way of the DCAT Engine module which runs the recommendation engine and creates input to Expediter for control of the fulfillment part of the order management process.Telcordia Expediter is an order management and automation platform providing a graphical design tool supporting BPML standards help end user define and develop customized business flows and GUIs. Through its APIs it supports connection to number of standardized protocols to other systems. In the solution Expediter has orchestration role towards all OSS systems included in provisioning process.In the context of the OSS solution, Expediter is used to manage the interfaces to various systems needed for service activation (e.g., WWMS and TOPS). Moreover its work-flow execution capabilities will be used to implement those parts of the provisioning and activation processes whose complexity will benefit from visually rendering the control flow.Resource components represent a set of SOA components which can be consumed by any system via standardized interface. Resource components internally communicate with Granite Inventory, CNUM, GIS, and other systems. The key features of those components are to provide the functionality of a provisioning engine.The order management process consists of several phases, the main ones of which are order orchestration, service provisioning, and service activation.
CRM RequestThe CRM first sends a selection of products and related services with all attributes to the order management system. The O.M. (in our case Expediter) will initiate a call to the DCAT Engine with the CRM order.Product SelectionBased on the CRM order, more precisely following the product/services structure which is directly mapped to a product / customer facing services structure in DCAT product selection is done (product instances selection).Recommendation EngineDynamic Service Catalog uses rules-driven policies to automate the selection of appropriate implementations in response to customer orders. The separation of business rules from other logic makes it possible to change product and service specifications without coding. The complete set of business rules is also easier to manage and review. The execution of business rules is done in the DCAT Recommendation Engine.Service InstanceDynamic Service Catalog after recommendation engine execution saves complete set of components which are result of the DCAT Recommendation Engine. The service instance comprises a complete data set with all corresponding attributes which are necessary for the provisioning process.Order DecompositionInstances can be designed to hold the workflow name. Each workflow name defines the workflow required to fulfill the particular item. This allows a product implementation to be associated with a particular workflow. Once a service instance has been selected and the order is sent to the order management system, the OM system will then have the workflow name to execute for the particular order. In addition, Dynamic Service Catalog supplies the necessary data for the decomposition of the particular product ordered.
The picture above adds the correlations which exist between the resources of the MaxADSL product. When the underlying network resources are to be provisioned and activated, it will be necessary to use business rules in order to determine the exact sequence in which each of the components need to be evaluated. Given the relatively simple product and the relatively small number of references, one can imagine that the processing of such a much can quickly become quite complex. Add on top of this the fact that all of the references need to be described using characteristics, the resulting model will undoubtedly be hard to understand.The above picture shows four resource facing resources. The Physical Access Service can be thought of as data container. It does not require a process because the SWInventoryRServices, which requires an Expediter process-flow to be designed, will use all of its data (as indicated by the reference, for instance). Moreover, the seven resource components, which make up this resource facing service, too are linked by references. This then provides yet another indication to have a process candidate that will benefit from being designed using the graphical tool process design tool provided with the Expediter Service Designer.
The picture above describes the physical layer and the BB portion of the HT ADSL service in terms of a DCAT product model. The physical access components are referenced by resource components which are able to trigger specific resource components. The PSTN part is handled by the existing interface, aka the DIS Interface Manager resource component.
1. The Order received by Expediter.2. Expediter propagates request to the DCAT Engine adding some Expediter related information.3. The DCAT Engine recognizes the order action “Add”.4. The DCAT Engine creates a new service instance along with the corresponding product implementation.5. The DCAT Engine replaces the values in the characteristics of the completely specified model with values specified in the order or obtained from the service inventory, and subsequently runs the Recommendation Engine.6. DCAT identifies the process name and its position in the execution sequence, packs it with the data taken from descendant Resources and returns everything to Expediter as a technical order.7. Expediter finds the correct process by the name of the technical order and executes it in the sequence order also found in the data transmitted from DCAT.8. Using data contained in the technical order, Expediter invokes all Resources Components, passes data contained in the technical order as parameters, and appends data yielded from previous components as needed.9. The Resource Component returns an activity list for processing by the dispatch process. After each Resource Component has been invoked, Expediter triggers the dispatch process and has it send the necessary requests to the WWMS workforce system, Activator, and potentially some other systems.10.After all systems complete their tasks successfully, Expediter calls each of the resource components to flag the associated service inventory instances as “Active”.11. Expediter sends a “Complete” message.