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TeleManagement Forum OSSera Case Study - AIS Thailand Service Manager Presentation

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Tuesday, February 7th, 5:30 - 5:50 PM

Using Frameworx in Implementing a Unified Service Management Tool –Improving Organizational Collaboration and Communication

Examining the drivers for developing a Unified Service Management Tool to improve business processes at the service level in the Strategy, Infrastructure, and Product (SIP) area as well as Operations.

Outlining the development of an enterprise-wide Service Management application, which enabled solidification of the Service Development and Management processes in the SIP area and Service Management and Operation processes

Quantifying the benefits in terms of information sharing, process unification/implementation, cost saving and revenue increasing in service management

Published in: Technology, Business
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TeleManagement Forum OSSera Case Study - AIS Thailand Service Manager Presentation

  1. 1. Service ManagerUsing Frameworx in Implementinga Unified Service Management ToolManagement World Asia 2012 Case StudyDr. Joe – Suphachet Phermphoonwatanasuk, TechnicalArchitecture Specialist, MIMO TechDavid Fazhong Deng, CTO and Founder, OSSEra, Inc 1
  2. 2. Advanced Info Service (AIS) • Revenue 54% Market Share • Mobile 45% Market Share • Mobile 31.2M subscribers
  3. 3. Service Development & Management Strategy, Infrastructure & Product Strategy & Commit Infrastructure Product Lifecycle Lifecycle Management Management Service Development & Management Service Service Service Strategy & Capability Development & Planning Delivery RetirementOperations Operations Support Fulfillment Assurance Billing & ReadinessService Management & SM&O Operations Service Service Service Service & Specific Support & Configuration Problem Quality Instance Rating Readiness & Activation Management Management 3 3
  4. 4. Key Challenges• Service modeling -- SID – service specification, service inventory, service lifecycle management, service fulfillment and service assurance • Flexible in Data Modeling for supporting new node architecture • Flexible in Data Modeling for supporting new node attributes • Flexible in Data Exporting in personalized format• Service information and process sharing – SID, eTOM, TAM – Unified data model (SID) for SIP and OPS functional departments – Unified tool (eTOM) for SIP & OPS functional departments – Integrate with other systems (TAM and Integration Framework)• Capable of supporting eTOM upper layer processes – Marketing and offer management – Customer relationship management 4
  5. 5. Other Challenges Silos Scale & DesperatePerformance Data Models Lack of HA Painful and FT Integration Lack of SIP functions
  6. 6. Our Approach Strategy, Infrastructure, & Product (SIP) OperationsServiceDomain Service Planning: Specification & Service Problem, Inventory Impact, Quality, (Sequence, Topology, Impact Performance and Diagrams) SLA Management Unified Data ModelResource Nodes, and Tool ServiceDomain Node Impact KPI’s Groups, Events & (metrics) Network Threshold Path Crossings
  7. 7. Guided by Industry Standards• Guided by International organization TeleManagement Forum (TMF)’s well defined Frameworx principles, OSSera developed a single platform capable of supporting quick delivery of end-to-end service management software to meet above challenges.
  8. 8. OSSera Product Functions Strategy, Infrastructure, & Planning (SIP) OperationsService Manager SLA Management Impact Analysis Quality Monitoring Service Specification Management Service Service Service Inventory Management Problem Performance Management Management Service Data Mediation Platform (DMP)Resource Manager Resource Trouble Resource Management Performance Resource Inventory Management Management Resource Data Mediation Platform (DMP) Element Management System
  9. 9. “Your is like your mother’s banana bread…”
  10. 10. “every service has a …”Counter Store Chicken Oven
  11. 11. Mobile SMS Vending Service Verification? Validation? Billing? Inventory? Location?
  12. 12. Service Sequence OSSera Proprietary and Confidential
  13. 13. Service Model AutomationService Flow (Sequence) auto-generates Service Topology “ …” “ …” Automatically OSSera Proprietary and Confidential
  14. 14. Unifying all Service Blueprints with Rich Planning Tools Strategy, Infrastructure, & Product (SIP) Planning Tools Service Manager Service Inventory Manager Service Development & Management Resource Manager Resource Modeling Resource Development & Management (Application, Computer, & Network)
  15. 15. Key Requirement: Unified Data Model (UDM) Strategy Operate, SIP Monitor, &Infrastructure Maintain Products/Services
  16. 16. Imported Visio, Excel, and other data into Service Planning Tools OSSera Proprietary and Confidential
  17. 17. Service Manager Flow Model Design & Planning services Development Systemdependencies Database Migrate Monitoring Database alarm networks Production System
  18. 18. Service Root Cause AnalysisResources? Resources? Resources?
  19. 19. Service Impact Analysis ServiceOSSera Proprietary and Confidential
  20. 20. Benefits Summary in AIS Operations Plan to use for supporting Private Cloud architecture Operations SIP/Operations Reference for Plan to use for building Impact Assessment Operations other parts in Business Reference for Process e.g. CRM SIP & TAM Impact Assessment ------------------------------- Operations Reference to SIP & TAM Plan to integrate with Reference/guideline review/revise the the existing master for VAS/BSS service existing VAS service Reference for New systems analysis by architecture and to Infrastructure and operation team e.g. prepare the VAS Service Design problem service architecture SIP investigation, roadmap 2012 performance Knowledge based monitoring 2011system for planningand operation team 2010 2009 2008
  21. 21. Timeline with Quantities 2011 2010 Over 2000 Services 2009 ~2000 Over 50 2008 ~1000 VAS Planners2007 OSSera VASAIS ServiceOSSera Managerfounded 1.0 Installed
  22. 22. Extendable to Customer Care Management Customer ServiceContent/Network Device ModelingResources & Paths (Object Filtering) OSSera Proprietary and Confidential
  23. 23. OSSera Platform OSSera Proprietary and Confidential
  24. 24. OSSera Proprietary and Confidential
  25. 25. Key Differentiators Symmetrically Small Core Distributed • High quality • Reliability • Flexible in • Scalability extensions • Flexibility Unified Data Standards Model Support • Share • TMF & ITU TMN information (M series) • Versatile Integration to existing systems OSSera Proprietary and Confidential
  26. 26. OSSera Proprietary and Confidential
  27. 27. Thank Youhttp://www.OSSera.com OSSera Proprietary and Confidential

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