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

1. Service Manager
Using Frameworx in Implementing
a Unified Service Management Tool
Management World Asia 2012 Case Study
Dr. Joe – Suphachet Phermphoonwatanasuk, Technical
Architecture Specialist, MIMO Tech
David Fazhong Deng, CTO and Founder, OSSEra, Inc
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2. Advanced Info Service (AIS)
• Revenue
54% Market Share
• Mobile
45% Market Share
• Mobile
31.2M subscribers

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 Retirement
Operations
Operations Support Fulfillment Assurance Billing
& Readiness
Service Management &
SM&O Operations Service Service Service Service & Specific
Support & Configuration Problem Quality Instance Rating
Readiness & Activation Management Management
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3

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. Other Challenges
Silos
Scale & Desperate
Performance Data Models
Lack of HA Painful
and FT Integration
Lack of SIP
functions

6. Our Approach
Strategy, Infrastructure, & Product (SIP) Operations
Service
Domain
Service Planning: Specification & Service Problem,
Inventory Impact, Quality,
(Sequence, Topology, Impact Performance and
Diagrams) SLA Management
Unified
Data Model
Resource Nodes, and Tool Service
Domain Node Impact
KPI’s
Groups, Events &
(metrics)
Network Threshold
Path Crossings

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. OSSera Product Functions
Strategy, Infrastructure, & Planning (SIP) Operations
Service 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

10. “Your is like your
mother’s
banana bread…”

11. “every service has a …”
Counter Store Chicken Oven

12. Mobile SMS Vending Service
Verification? Validation?
Billing? Inventory?
Location?

13. Service Sequence
OSSera Proprietary and Confidential

14. Service Model Automation
Service Flow (Sequence) auto-generates Service Topology
“ …” “ …”
Automatically
OSSera Proprietary and Confidential

16. 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)

18. Key Requirement:
Unified Data Model (UDM)
Strategy
Operate,
SIP Monitor, &
Infrastructure
Maintain
Products/Services

19. Imported Visio, Excel, and other data
into Service Planning Tools
OSSera Proprietary and Confidential

20. Service Manager Flow
Model
Design & Planning
services
Development System
dependencies
Database
Migrate
Monitoring
Database
alarm
networks
Production System

21. Service Root Cause Analysis
Resources? Resources? Resources?

22. Service Impact Analysis
Service
OSSera Proprietary and Confidential

24. 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 2011
system for planning
and operation team 2010
2009
2008

25. Timeline with Quantities
2011
2010 Over 2000
Services
2009 ~2000
Over 50
2008 ~1000 VAS
Planners
2007 OSSera VAS
AIS Service
OSSera Manager
founded 1.0
Installed

26. Extendable to Customer Care
Management
Customer
Service
Content/Network Device Modeling
Resources & Paths (Object Filtering)
OSSera Proprietary and Confidential

27. OSSera Platform
OSSera Proprietary and Confidential

28. OSSera Proprietary and Confidential

29. 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

30. OSSera Proprietary and Confidential

31. Thank You
http://www.OSSera.com
OSSera Proprietary and Confidential