ITIL vs Etom

1. © Crown copyright 2002
From ITIL to eTOM: Gluing Together the
eProcess Value Chain In Mixed
Civil/Military Environments
Track 7:
New Generation Business Cases
Session:
OSSBIZ4
Wednesday, May 15, 2002
2:00 - 3:00 pm
Martin Huddleston
Principal Engineer, QinetiQ
E-mail: MEHuddleston@QinetiQ.com
Wg Cdr Nigel Phillips
DCSA SO1 Svc Ops Plans, UK MOD
E-Mail: dcsasvcops-so1plans@defence.mod.uk

2. © Crown copyright 2002
Agenda
• Context
• An end-to-end process understanding
• Solutions
• Summary

3. © Crown copyright 2002
The Task
User
Capability
UK Network
SPs
Information
Infrastructure SPs -
Running ITIL
Processes
Product
Portfolio
Owned and Managed
Totally Outsourced
Partially Outsourced
Satellite SP
Deployable
Network
Deployable ICS System
Mobile ICS
System
Deployable
Network
User
Capability

4. © Crown copyright 2002
Enterprise Management
Management
Board
Individual
Product
Supply Chains
Today’s
Product
Portfolio
Portal - Customer/Supplier
Interface
Contract
Interfaces
Service Assurance
and Management
Domain
The
Customer’s
Domain
(CRM/RO)
Future Product
The Problem

5. © Crown copyright 2002
The Way Forwards
Strategy is the art of creating value. It provides
frameworks, conceptual models, and governing ideas that
allow a company’s managers to identify opportunities for
bringing value to customers and for delivering that value
at a profit (lower cost to defence). New ways of creating
value are being opened by current global competition,
changing markets and new technologies.
The focus of strategic analysis should not be the
company or the industry, but the value creating system
itself, within which suppliers, business partners, allies
and customers work together to co-produce value.

6. © Crown copyright 2002
Service Assurance and Management
Strategy
• Tempo
• Ease of Use
• Assured Delivery
• Cost

7. © Crown copyright 2002
Military Business Process Domain
Planning Function Doctrine
Mission planning
Joint functions
CRD Customer Requirements Document Strategy and Commit, Infrastructure and Product
Lifecycle Management
Operations
Customer Customer
Fulfillment
Assurance
Billing
Product
Lifecycle
Management
Infrastructure
Lifecycle
Management
Operations
Support and
Readiness
Customer Relationship Management
Service Management and Operations
Resource Management and Operations
Supplier/Partner Relationship Management
Strategy and
Commit
Marketing and Offer Management
Service Development and Management
Resource Development and Management
Supply Chain Development and Management
(Application, Computing and Network)
(Application, Computing and Network)
Coordinating
Service Provider
Application SPs
Information
Infrastructure SPs
CITS
VPN
CITS PTP
service
CITS Dedicated
Network
LF/HF/VHF
PTT’s
UK Net
SATCOM
Theatre
Theatre
Network SPs
Satellite SPs
UK Network SPs
Strategy and Commit, Infrastructure and Product
Lifecycle Management
Operations
Customer Customer
Fulfillment
Assurance
Billing
Product
Lifecycle
Management
Infrastructure
Lifecycle
Management
Operations
Support and
Readiness
Customer Relationship Management
Service Management and Operations
Resource Management and Operations
Supplier/Partner Relationship Management
Strategy and
Commit
Marketing and Offer Management
Service Development and Management
Resource Development and Management
Supply Chain Development and Management
(Application, Computing and Network)
(Application, Computing and Network)
Strategy and Commit, Infrastructure and Product
Lifecycle Management
Operations
Customer Customer
Fulfillment
Assurance
Billing
Product
Lifecycle
Management
Infrastructure
Lifecycle
Management
Operations
Support and
Readiness
Customer Relationship Management
Service Management and Operations
Resource Management and Operations
Supplier/Partner Relationship Management
Strategy and
Commit
Marketing and Offer Management
Service Development and Management
Resource Development and Management
Supply Chain Development and Management
(Application, Computing and Network)
(Application, Computing and Network)
Strategy and Commit, Infrastructure and Product
Lifecycle Management
Operations
Customer Customer
Fulfillment
Assurance
Billing
Product
Lifecycle
Management
Infrastructure
Lifecycle
Management
Operations
Support and
Readiness
Customer Relationship Management
Service Management and Operations
Resource Management and Operations
Supplier/Partner Relationship Management
Strategy and
Commit
Marketing and Offer Management
Service Development and Management
Resource Development and Management
Supply Chain Development and Management
(Application, Computing and Network)
(Application, Computing and Network)
Top Down Product Centric Service
Delivery

8. © Crown copyright 2002
Change Management
• Cohesion
– ‘Get a Grip!’
• Incremental Acquisition
– Continue to Meet Today’s Needs
• Catalyst Project
– ‘Suck it and See’
• Engage Suppliers up Front
• Use NGOSS
– Do Business Differently

9. © Crown copyright 2002
End-to-End Process Understanding

10. © Crown copyright 2002
Customer
Provider Customer
Provider
Provider Customer
Provider Customer
CRM: Customer Relationship Management
S/PRM:Supplier/Partner Relationship Management
Customer-Provider Relationship Interactions
Service Provider
CRM
S/PRM
Third Party Service
Provider
CRM
S/PRM
Third Party Service
Provider
CRM
S/PRM
Third Party Service
Provider
CRM
S/PRM
End-to-End Process Problem
© TeleManagement Forum eTOM April 2001

11. © Crown copyright 2002
ITIL® - Information Technology
Infrastructure Library & Processes
• Deliver IT Services
• Support IT Services
• Managing Applications
• The Business Perspective
• Manage the Infrastructure
• Service Delivery Process
Map (Fulfilment)
• Service Support Process Map
(Assurance)
• URL: http://www.itsmf.com
© Crown copyright 2001 © Crown copyright 2001

12. © Crown copyright 2002
eTOM RM&O Delayering the Service
• Computer & Application Layer Resources - ITIL®
• eTOM for the Rest
Marketing
Fulfillment
Selling
Order Handling
Customer
Relationship
Management
Service
Management and
Operations
Resource
Management and
Operations
Customer Interface
Management
Fulfillment
Resource
Provisioning
Resource
Inventory
Management
Network Inventory
Management
Computing
Inventory
Management
Application
Inventory
Management
Network
Provisioning
Computing
Provisioning
Application
Provisioning
Service
Configuration
Supplier/Partner
Relationship
Management
Buying
S/P Order
Management
© TeleManagement Forum eTOM April 2001
S/P Interface
Management
Retention and
Loyalty
Application
of ITIL ®

13. © Crown copyright 2002
Carrier Service 4
CRM
SM&O
RM&O
S/PRM
Deliver Service 4
Network Service 3
CRM
SM&O
RM&O
S/PRM
Deliver Service 3
Service Fulfilment Value Chain
Computing & Application Service 2
Deliver Service 2
ITIL - © Crown copyright 2001
End to End User Service 1
CRM
SM&O
RM&O
S/PRM
Deliver Service 1

14. © Crown copyright 2002
CRM
SM&O
RM&O
S/PRM
CRM
SM&O
RM&O
S/PRM
CRM
SM&O
RM&O
S/PRM
Service Co-ordinator
Service Provider a - eTOM Service Provider b - ITIL Service Provider c - eTOM
End-to-End Service Assurance
Co-ordination
ITIL - © Crown copyright 2001

15. © Crown copyright 2002
Process Model Driven Architecture ?
• Understanding Inter-organisation and Organisation Process
through (UML) Process Models
• Potential to Drive Future NGOSS™ Implementations
• Standard business process tools for modelling
• NetViz® process mapping & 3D End-to-End Visualisation
eTOM in 3D ITIL Service
Delivery in 3D

16. © Crown copyright 2002
Inter-Organisation Process Flow

17. © Crown copyright 2002
So what does this mean for NGOSS?
SERVICE INTEGRATOR BUS
Problem
Handling
Customer
care
BtoB
Gateway
BtoB
Gateway
WORK
FLOW
D
I
R
E
C
T
O
R
Y
D
I
R
E
C
T
O
R
Y
BACKBONE NETWORK PROVIDER BUS
Problem
Handling
D
I
R
E
C
T
O
R
Y
D
I
R
E
C
T
O
R
Y
ASSURANCE BROKER BUS
Customer
Interface
Trouble
ticketing
WORK
FLOW
D
I
R
E
C
T
O
R
Y
D
I
R
E
C
T
O
R
Y
BtoB
Gateway
Service Problem
management
Fault
monitoring
Performance
monotoring
Network
element
Network
element
Network
element
WORK
FLOW
Network
Inventory
Problem
Reporting
Problem
Reporting
BtoB
Gateway
ACCESS NETWORK PROVIDER BUS
Problem
Handling
D
I
R
E
C
T
O
R
Y
D
I
R
E
C
T
O
R
Y
Fault
monitoring
Performance
monotoring
Network
element
Network
element
Network
element
WORK
FLOW
Network
Inventory
Problem
reporting
SLA
reporting
CIM
CIM
CIM
CIM
- Doing Business Differently
© TeleManagement Forum Val Ch Roles Rev 0-2.doc 4th Feb 2002

18. © Crown copyright 2002
Solutions

19. © Crown copyright 2002
Considerations for the OSS
• Maturity of the Value Chain, migration
• Prototype B2B including organisation & culture
• Incremental capability migration
• Partnerships
• Open architectures
• Enduring principles

20. © Crown copyright 2002
Current Service Management
Domain
DCSA Service Operations
eTOM Domain
e-TOM Service Assurance processes
Clarify OSS
OSS Middleware
HP OSS
Copyright Cogent Defence & Security Networks Ltd, 2002
User Access
Infrastructure
Domain
Servers
Workstations
Legacy Service Provider
IT Domain
Extant database
integration
Heritage Information
Infrastructure
Managed
Services
Domain
UK Network Service
Provider(s) Domains
B2B
Service Assurance Migration
End-to-End
Messaging
Gateway Domain
Legacy
Network
Gateway
Satellite Service
Provider Domain
B2B
Radio Service
Provider
Domain
B2B Emerging Service
Management Domain
Information Service
Layer Domain
Clarify OSS
HP OSS
e-TOM/ITIL process harmonisation
Inter-domain
Gateway
B2B
Asset & Incident
Management
Infrastructure Monitoring
Operations
Management
Peregrine OSS
Commercial Partner s
OSS
Core Nodes
Workstations
New Information Infrastructure
- ITIL Domain
User Access
LAN Estates
User Access
Infrastructure
B2B

21. © Crown copyright 2002
Today’s NGOSS for Service
Assurance & Management

22. © Crown copyright 2002
Today’s NGOSS for Service
Assurance & Management
Virtual enterprise collaboration
Back office, legacy
system Integration
Links to
suppliers, partners
CallCentre Support
Sales &
Marketing
Contracts eBusiness
Quality
Logistics
Shared customer database, workflow management
Customer touch points
Web/
Internet
E-mail In person IVR Fax
Phone
Integrated queuing and routing
Web-enabled, integrated front office applications
Wireless PoS

23. © Crown copyright 2002
Summary
• A Critical Business subject to significant change which
must be delivered
• Considerable benefit from eTOM & ITIL® in
understanding the Value Chain
• NGOSS systems offer opportunity to create real value
to our customers by doing our business differently
• Realising the vision through Pilot Projects exploring
the potential for doing different business

24. © Crown copyright 2002
Thank You
• Wg Cdr Nigel Phillips, DCSA SO1 Svc Ops Plans, dcsasvcops-so1plans@defence.mod.uk
• Martin Huddleston, Principal Engineer, MEHuddleston@QinetiQ.com
• Andrew Baldwin, eBusiness Manager, andy.baldwin@cogent-dsn.com
QUESTIONS ?