The document presents InstaServ, a service management framework that aims to provide a single correlated view of business entities like customers, services, networks, and agreements. It discusses the motivation for InstaServ which is to address issues like the lack of end-to-end visibility in existing OSS/BSS systems. The key components of InstaServ and its functional architecture based on e-TOM guidelines are described. Use cases around service fulfillment and service assurance are provided to illustrate how InstaServ follows a process-oriented and technology-agnostic approach.

1. InstaServ - Service Management Solution Architecture Presentation Indranil Roychowdhury [email_address]

2. Agenda Understanding the Operator Insta Serv -- Service Management Framework Motivation for Insta Serv Insta- Serv Functional Architecture Key Components Use Case - Service Fulfillment System Architecture Motivation towards SOA Conclusion

3. Understanding the operator Enterprise Suppliers and Partners Network Products and Services Business Customers Industry Forums Regulators Competition Technologies Shareholders Instant Services Delivery Innovative VAS Accurate Billing Strict SLA Compliance Pricing Pressures Churn Service Replication GSM GPRS EDGE EVDO WiFi WiMAX Fixed 3G DSL ATM Industry Standards Reference Architectures Dividends EPS., P/E EVA Audits SOX Compliance License Fees Revenue Share The Telecom Operator

4. Major Operational issues No correlated view of customer, service and network resources. Increasing need to churn out commodity based (voice & data) services along with premium content based services instantly. Fragmented OSS / BSS islands without common or single view of the operational ecosystem. The ‘Multiplicity’ effect without standard naming conventions. Lack of end - to - end visibility leading to poor control. Resource utilization is not optimized. Strict SLA conformance

5. Introducing InstaServ Application communication framework via a common metamodel based on SID business entities. Use case driven model based on the e-TOM guidelines. Defines processes through interfaces. Standard Nomenclature to reduce data mapping issues. SOA realization through Web Services. Refer to the embedded document for a brief introduction to Insta Serv

6. Motivation Need to have a single correlated view of the business entities viz. Customer, service, network, agreements, roles etc. To de-couple business processes from internal software code. Need to have a common interface for speed up service delivery and maintenance. Tuning existing systems to e-TOM business process recommendations and mapping them to the SID nomenclature. Need to implement a SOA based architecture to implement NGOSS contract based guidelines. Use case based implementation versus simple product implementation and integration approach.

7. Insta Serv Architecture

8. InstaServ --Key Components Customer Interface Manager (CIM) Customer profile Manager Order Management and workflow Self provisioning interface Service Provisioning and Inventory Management module Service Inventory Network Inventory Circuit Design and Assign Service Activation Engine Network Auto-discovery Network Adaptation Kit

9. InstaServ-- Key Components Alarm and event management engine Performance monitor Event Correlator SLA Manager Knowledge Rep (Keeps the synchronized relationship between the Customer, Service and Network resource data) Trend Analysis and Reporting module Notification Engine API kit

10. Functional Architecture SLA MANAGER C I M SERVICE ACTIVATION ORDER MGMT WORKFLOW SNMP ASCII TL 1 ALARM / EVENT MGMT PERFORMANCE MGMT EVENT CORRELATOR NETWORK DISCOVERY SERVICE INVENTORY NETWORK INVENTORY CIRCUIT DESIGN & ASSIGN Activation request and update Service Instance details Customer details KNOW REP Status updates Inventory Update Alarms Breach update Status BILLING TROUBLE TICKETING USER PROFILE MANAGER Order details, completion updates D B C O N N E C T I V I T Y Contract details R U L E R E P O S I T O R Y REPORT CORBA API UDP Network Probes CORBA API Inventory CLI, FTP,FTAM, SNMP ADAPTATION LAYER SNMP Customer details

11. e-TOM mapping Customer Interface Management User Profile Manager Order Manager SLA Manager Service Inventory Network Inventory Service Activation Circuit Assign & Design Network Discovery Alarm Handler Performance Manager Correlator Source : TeleManagement Forum Operations Fulfillment Assurance Billing Operations Support & Readiness Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management Service Configuration & Activation Service Problem Management Service Quality Management Service & Specific Instance Rating SM&O Support & Readiness Supplier/ Partner Interface Management S/P Requisition Management S/P Problem Reporting & Management S/P Performance Management S/P Settlements & Billing Management S/PRM Support & Readiness Resource Provisioning Resource Trouble Management Retention & Loyalty Customer Interface Management Billing & Collections Management Customer QoS / SLA Management Problem Handling Selling Order Handling Marketing Fu l fil l ment Response CRM Support & Readiness Resource Data Collection & Processing Resource Performance Management RM&O Support & Readiness

12. USE CASE - Service fulfillment The customer provides a Service Order. Initial Pre Qualification and a limited local loop testing is carried out to determine feasibility of service. Inside plant DSLAM ports are assigned to the service request. Jumpering at the MDF is done to connect the local loop to the DSLAM. ATM PVC provisioning and port activation is done manually by the NOC team through the vendor specific NMS and EMS. Once the ports have been activated , notification is sent to the customer. After customer acceptance , notification is sent to the billing group to start billing for the activated service. How the Service Provider perceives a DSL order fulfillment Focus is on the Technology !

13. USE CASE - DSL fulfillment How the e-TOM views Service Fulfillment Source : TeleManagement Forum Focus is on the Process !

14. Fulfillment Flow- Insta Serv

15. Insta SERV - Fulfillment SLA MANAGER C I M SERVICE ACTIVATION CLI, FTP,FTAM, SNMP ORDER MGMT WORKFLOW Activation request and update BILLING USER PROFILE MANAGER Order details, completion updates CORBA API Customer Order Order Details Contract details NETWORK ELEMENT Customer details Order Details / Order Validation requests Service Details KNOWLEDGE REP CORBA API CSR / Customer / Sales Credit check interface INSTA SERV - GUIDING principle Interface details should be modeled using the e-TOM and the process should be technology agnostic SERVICE INVENTORY NETWORK INVENTORY CIRCUIT DESIGN & ASSIGN

16. Use Case : Service Assurance Fault Manager displays a network level fault with a certain degree or a customer trouble ticket is assigned to a NOC professional.. NOC professionals view the problem detail and determine the existing network topology and isolate the problem. Run troubleshooting procedures to resolve the network problem through vendor specific EMS and NMS. Once the problem has been resolved or the network fault has been repaired the trouble ticket is closed and the customer is informed. If the problem cannot be solved directly by the NOC team then it needs to be staged to other teams or field engineers. How the Service Provider perceives Service Assurance function Network oriented & Reactive process !

17. Insta Serv - Service Assurance Customer oriented & Proactive process !

18. THANK YOU Need Feedback and Comments email: indranilroyc@yahoo.com Mobile: +6581390124