Telecom service capability methodology summary 02


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Multi-service telecommunications capability planning methodology based on interpetation of standards - rewroked from a Vivit presentation.

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Telecom service capability methodology summary 02

  1. 1. Service Capability Management - MethodologyPrepared by: Peter Skoularikos, Principal Consultant
  2. 2. Telecoms operational management • Discuss context of telecommunication services and how these are managed o Telecom silos o System convergence •Describe operational support systems o Description of key components o Service assurance enablers o Commercial considerations •Standards & Methodology for preparing service management projectsPage: 2
  3. 3. Part 1 – Domain Telco domain and ContextPage: 3
  4. 4. Telecommunications Services • Heterogeneous services • Networks of Networks • Multiple equipment standards • Multiple devices • Multiple communication standards TELECOMSPage: 4
  5. 5. Telecommunication Service Management Problem Overview • Telecommunication services are increasingly complex, with the requirement to converge the build and operations of heterogeneous technologies and IT systems into composite services • The customer experience is based across technologies, processes and traditional organisational boundaries ie. VOIP, Mobile – broadband convergence • One of the biggest challenge facing operators is in o increasing efficiency and reducing cost of product delivery ( Capex ) o managing cost of ownership for systems and operations ( Opex ) • Budgets are restricted and are consumed by maintenance - increasing ROI on current systems and resources and extending support staff efficiency is keyPage: 5
  6. 6. Assurance Problem Outline Innovation curve • Operator legacy landscape lags behind innovations in broadband, IP , device development • Organisational structure and processes are stovepipe focused within discrete technology sectors , as per the legacy approach Operational impacts • Point solutions are developed to address new feature and service development leading to proliferation of systems and increasing complexity in service delivery and assurance operations • Multiple teams working on the same issue ( Support Level 1 , 2 & 3 ) @Everyone is working on the problem! • Multiple tools and master data repositories lead to data inaccuracies , redundancies and inconsistencies - pushing up operational costsPage: 6
  7. 7. Traditional Telco Organisational and System Stovepipes Operations Engineering IT/Service Delivery Marketing/Business 1. DTV 1. Transmission Planning 1. DTV 1. DTV 2. VOIP 2. Service Planning 2.VOIP 2.VOIP 3. IP 3. Access Planning 3. IP 3. IP Inventory Inventory Inventory Sales Information Systems Information Systems Information Systems Inventory Tool Development Tool Development Tool Development ShippingPage: 7
  8. 8. NGOSS Converged service management Engineering 1. Transmission Planning 2. Service Planning 3. Access Planning IT/Service Delivery Operations 1. DTV 1. DTV 2.VOIP 2. VOIP 3. IP 3. IP Marketing/Business Tool Development 1. DTV Sales 2.VOIP 3. IP UCMDB Shipping Information SystemsPage: 8
  9. 9. Organisation and Processes 1st/2nd generation legacy system - converged services expansion maintains vertical organisation for systems and resources in silos Technologies and SDH ATM IP IT PSTN PLMN Video services Procure Design Deploy Deploy/Operate 3rd generation – converged service organisation - classified into key process areas * Converged service function allows for process simplification, strengthening capability and skills transfer Organisational unit Engineering Service Design ( Deploy ) Deploy + Operate Organisation Function Transmission – Transport - Business and architecture Business and Process definition and standards architecture architecture Technologies and SDH,ATM,IP,PLMN,PSTN Voice,IP,DTV Voice,IP,DTV services Procure Design Design Services Deploy Deploy/OperatePage: 9
  10. 10. Part 2 – Systems Processes/Functions and systemsPage: 10
  11. 11. The service fulfilment process Customer Partner $ $ $ Customer Service Sales Resource Inventory Packaging Revenue Management Delivery/Provisioning Operations Management DistributionPage: 11
  12. 12. The service assurance process Customer Partner Fault Report Front Office/Web Portal Fault Resolution Distribution Resource Inventory Back Office support Fault detection & correctionPage: 12
  13. 13. Telecoms Process/Functional Stack Service Management / Support Partner Problem management Selling Trouble Ticketing QoS Order Handling EAI Bus Configuration Management Correlation Service Configuration & Application Activation Management UCMDB Resource Provisioning FaultManagement/ Performance Management Mediation Bus Legend CIO CMTS ACS CAS SoftSwitch Gateway Gateway Engineering OperationsPage: 13 Partner
  14. 14. Telecoms Process/Functional Stack – eTOM mappingPage: 14
  15. 15. Service Assurance/Service Management functional components The system software suite provides for all standard service management functionality Service Management / Service Support • Problem Management • Fault Management/Performance Management • Trouble ticketing / Incident Management • Service Management ( Root cause analysis ) • Availability /SLA management Resource Management / Configuration Management • Infrastructure Management • Configuration management • Inventory Interfaces and adaptors • OSS/J, MTOSI • Configuration managementPage: 15
  16. 16. The legacy application / data landscape Discrete inventories and configuration maintained Service Planning TRAIL:REF01 DTV/Voice/IP CIRCUIT:REF02 Transmission Symbol Count Description Delivery Group 1 Web services Service Plan /Delivery Transmission Planning 1 Security ATM/IP Line/SDH 1 Customer service Symbol Count Description Symbol Count Description 1 Patch panel 1 Patch panel 1 Web services 1 Cable termination 1 Comm-link.30 1 Amplifier 1 Security 1 Comm-link.30 1 Customer service Trail VPN 9/29/2009 Quality Assurance 9/29/2009 Quality Assurance Line 9/29/2009 PE 9/29/2009 CP 18/06/2006 -Fault Number Customer Service -Category Operations DTV/Voice/IP Symbol Count Description Quality Assurance 1 Patch panel 1 Web services Operations 1 Cable termination 1 Amplifier 1 Comm-link.30 1 SecurityPage: 16 1 Customer service
  17. 17. Applying process and function consolidation for network assurancePage: 17
  18. 18. Part 3 – Methodology The methods used to set up an assurance strategyPage: 18
  19. 19. Approach • Develop assurance process methodology based on eTOM, ITIL • Develop management processes over service assurance cycle • Source and select vendors and external service providers • Establish organisational architecture blueprint • Architecture definition for integration to external systems • Pilot project definition and implementation • Design and implementation management through architecture governancePage: 19
  20. 20. Standards • Define architecture standards to enable understanding the current environment and planning for change – most of all consistency and traceability Business Business Domain Architecture Process TMF Application Architecture Application Security Integration Architecture Architecture Function TMF,IEEE,IETF Information Architecture Infrastructure Technology TMF,IEEE,IETFPage: 20
  21. 21. Methodology Architecture Stage Steps Process and Infrastructure Viewpoint Models A. Initiation and Framework Stage Adopt/Develop architecture and business process Framework and business process ( frameworks TOGAF,TMF, ITIL ) Principles and governance B. Baseline(AS-IS) Description Revise principles Stage Analyze problem statement (IT Analysis Stage ) Gather information requirements Define current organisational structure Notations,Physical and Logical descriptions Define current processes Project Folder Develop / Adopt alignment method C. Target Architecture stage Process definition and revision/simplification Governance revised and applied Physical and Logical views Architectural description Design proposal D. Operations planning Organizational and Process developmentPage: 21
  22. 22. Standards - TMF • Enable process – system mapping and road-map definition - enables the definition of operational processes, common terminology , cost model and functional separation Fulfilment Assurance Billing Product & Portfolio Management Ø Leads Management · Data Ø Sales · Telephony Ø Channel Management · Internet Ø Sales force Management · TV Ø Marketing Ø Product Development · VAS Ø Campaign Management Ø Offer Management Customer Interface Management · CRM Ø Billing · Self Care Portal Ø Customer Contact Management Ø Trouble ticketing Ø Account Receivables · Phone / Letter / Fax Ø Customer/Account Management Ø Workforce management Ø Collection Management Ø Order Entry and Management Ø SLA Management Ø Electronic Bill Presentation Resource Management · Service Planning Ø Integrated Order Management Ø Resource incident management · Provisioning Ø Configuration Management Ø Network/System Trouble Tickets · Network Plan / Design Ø Provisioning Interconnect Ø Service Problem management Ø Rating · System Management Ø Network / Element Management Ø Fault / Service Correlation Ø MediationPage: 22
  23. 23. Standards - Togaf • Define technology architecture to enable assurance process throughout the system landscape and ensure consistency • Security is key concern for operational systems throughout the organisationPage: 23
  24. 24. Technology Definition Using the TOGAF as a guideline , the target architecture will be defined according to the logical and physical baseline components ,applicable to infrastructure modelling . Technology Physical and logical views will be developed in conjunction with supporting documentation where technology is deemed to be : The set of systems,software and networks which enable , support and maintain the services delivered to the organisations customers ,including but not restricted to the following areas : • Desktop : Web browsers • Infrastructure : Application,platform , data ,network , transmission • Security : Application security • Presentation : User Interface • Application server : • Management systems : Fault management , operational tools , support structure • Data and storage : Technology architecture is deemed to be : The set of design principles for implementing the technology within an organisation , in fulfilling and enriching the objectives laid out in the business architecture domain and providing the infrastructure and capability to achieve the service delivery objectives .Page: 24
  25. 25. Methodology : Classification and organisation Defines the process of establishing a service based network management strategy • Apply standards to ensure common vocabulary and classification terminology as well as alignment to current initiatives • E-TOM and NGOSS provide process identification and mapping enabling visibility and functional definition for acquisition and planning o Service Fulfillment o Service Assurance • ITIL provides a service centric view of the functional landscape ( ITIL v3 ) ITSM and BSA / BSM • TOGAF provides architectural guidelines for strategic system decision making and business alignment to technology • Establish baseline reference for service infrastructure information • Catalogue equipment • Catalogue and classify services • Identify organisational boundaries and ownership areas • Develop process flow for each functional area ( Service impact assesment ) • Establish migration pathPage: 25
  26. 26. Methodology : Pilot Project • Select a specific service with measurable SLA and bring under configuration management • Classification and service modelling o Organisation o Tools/Systems/Applications o IT/Network/Engineering • (Auto ) Discovery of network elements and systems • Design Topology – system , network and circuit • Implement in UCMDB • Build change management process • Build correlation rules • Build Topology Based Event CorrelationPage: 26
  27. 27. Quality Of Service Example Application Service Access End-to-End Quality of Service – Collecting data Point from multiple sources, ensuring quality across eMail services Server IT Network Service Access IT Network Point IP Network SLA Router IP Transport Service AccessE2E QoS IP Transport PointSLA Transport SLA Edge Router Core IP Transport GGSN Border Access SLA Gateway Access BTS/ CMTS DSLAM DSL Access Point Cable Access Point Mobile Access Point Page: 27