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Network Management Chapter 5 IP/eBusiness Management

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1 Network Management Chapter 5 IP/eBusiness Management
POSTEC Lecture  Network Management Chapter 5  IP/eBusiness Management   May 29-June 5, 2008 Masayoshi Ejiri Japan

2 Agenda ICT Operations and Management - Service Industries
- ICT Services and Networks— - Target of the Management 2, Architecture ,Function ,Information Model and Business Process - ITU-T TMN( Telecommunications Management Network) - TeleManagement Forum Telecommunications Operations Map ( TOM) - Multi domain management and System Integration - Standardization 3. OSS( Operations Support System ) Development - Software Architecture ,Key Technologies and Product Evaluation— 4. SLA( Service Level Agreement) and QoS( Quality of Service) - SLA Definition , reference point and policy based negotiation 5, IP/eBusiness Management - Paradigm shift , Architecture beyond TMN and enhanced TOM 6. NGN( Next Generation Networks) Management - NGN Networks and Services , New Paradigm of ICT Business and Management

3 Agenda Paradigm shift IP/eBusiness management beyond TMN
eTOM : enhanced Telecom Operation Map Process components Process flow Process and function ( Rec. M 3400) ITIL ( IT Infrastructure Library )

4 New Paradigms of ICT Industry
Business Convergence Open Market Inter Networking Virtual Service Provider Technology Convergence Deregulation Customers’ Demand

5 ICT Market Trend Past(~1985): Monopoly, Regulated Market.
PSTN based telephone services by mega carriers to Reactive customers Current(~2005 ): Competitive ,Deregulated Market. Dominant PSTN plus Explosive Mobile and Internet based telephone +Date services by new/old service providers to personalized but still Reactive customers Future(2010~) Converged Market by removing industry boundary and customer/provider scheme. NGN based ubiquitous triple/quadruple services by provider/customer collaboration to Proactive end users

6 ICT Management Target Past :
Bottom up approach for robust and interoperable resource management TMN Architecture and FCAPS Current Top down approach for Customer retention and profit conscious resource management. Process evolution for customer self operations N3B(Not Built But Buy) OSS by COTS and PnP Future Customer driven services and operation using Web 2.0 Context, Contents and SLA aware management

7 1, Monopoly, Regulated Market ( 1890’s -1980’s)
Services POTS on PSTN by mega carriers (ROC: Recognized Operating Company) SP( Service Provider) centric SP’s Targets Establish nation wide ubiquitous telephone network by automated SW network On Demand subscription. Operations and OSS NEsupervise and Control by on site maintenance, then Centralized NE maintenance Random ,Individual and Proprietary OSS Development Human and paper based CC&B (Customer Care and Billing) POTS : Plane Old Telephone Service PSTN : Public Switched Telephone Network NE : Network Element

8 2, Competitive, Deregulated Market ( 1985~)
Services: Telephone on PSTN and Mobile by competition among conventional carriers and new comers To reactive customers but Price Down Pressure ( Price Competition ) SP’s Target : CAPEX/OPEX cost down for price down Up Graded CC&B for customer retention Competitive but Interoperable Operations among SPs Operations and OSS Operations Mission and Positioning Customer Oriented Top Down approach Systematic and Standardized OSS development on TMN Vertical process integration ( FAB)

9 ITU-T TMN Recommendations
TMN Functional Architecture LLA : Logical Layered Architecture TMN Information Architecture TMN Physical Architecture TMN Management Area TMN Management Services

10 TOM : Telecom Operations Map A Service Management Business Process Model (TMF : TeleManagement Forum 1995) Customer Customer Interface Management Process Information Systems Management Processes Customer Care Process Sales Order Handling Problem Handling Customer QoS Management Invoicing/ Collections Service Management Service Development and Operations Processes Service Planning/ Development Service Configuration Service Problem Resolution Service Quality Management Rating and Discounting This shows the overall Telecom Operations Map that is the framework for understanding the relationships among individual process flows. The Telecom Operations Map uses the layers of the TMN model as core business processes, but divides the service management layer into 2 parts: Customer Care and Service Development and Operations. In the simplest sense the division reflects differences between processes triggered by individual customer needs from those applied to a group of customers subscribed to a single service or service family. It also reflects the accountability for direct customer contact handling in Customer Care processes. Depending on the provider, Customer Interface Management may be managed within the individual Customer Care sub-process or, in combination across one or more of the Customer Care sub-processes. For this reason, Customer Interface Management is separately delineated. Network and Systems Management Processes Network Management Network Planning/ Development Network Provisioning Network Inventory Management Network Maintenance & Restoration Network Data Management Element Management Technology Related Physical Network and Information Technology

11 3, IP/eBusiness Market ( 1995~ )
Services : Voice and Data on PSTN, Mobile and Internet by cross industry cooperation and competition to customers with free hand of service selection SP’s Target : Realize lower price services by packaged Price Develop rich services by collaboration with other industries ( ex with Application/Contents providers) QoS/QoE enabled service operations Industry wide Operations in ICT world Operations and OSS : share common business process ,architecture, information model ,interface etc. among IT and ICT SDOs eTOM/SID, ITIL, ITU-T Recommendation , TISPAN/3GPP Visible Operations on established Service Architecture and SLA Deploy/develop N3B OSS products based on standards and COTS/PnP N3B : Not Built But Buy

12 Paradigm Shift iBusiness? eBusiness? tBusiness? i: internet
Multi, Heterogeneous Network/ Services on IP Open Market Multi SP Customer combined Service Compromised SLA Ubiquitous Network/ Services on Nomadic Personal Market Virtual SP Customer defined Service Satisfied SLA Simple Network/Services on POTS Regulated Market Dominant Carrier SP defined Service menu. Best Effort SLA i: internet e: enjoyable t: telephone

13 IP Services --for Speed, Simple and Smile eBusiness--
Customers’ Demand Providers’ Solution Speedy / Easy Subscription  On Line, Real Time Provisioning Non Stop Services  Reliable & Scalable Networks / Systems Quick Response  High Throughput Mechanism Secure Services  Security Level Agreement Price Performance  Negotiation

14 IP Management Architecture
Layer MO Function IP Customer Care Layer Customer Interaction Process Service Negotiation Self Operation IP Application Layer VOIP, Conference, e-Business, Multicast, etc. Application Dependent Transport IP Service Layer Router, IP Service Node, etc IP dependent / AP Independent Transport IP Transport Layer Photonic, SDH, ATM, POTS LAN, WAN, Access, etc. IP Independent Transport

15 e-Business Model e-Business Model End CSP ASP CSP ASP Users Logistics
Contents e-Business e-Business Management Management Delivery Platform IP Service IP Service Management Management IP IP ISP, BSP ISP, BSP Management Transport Copyright FUJITSU LIMITED, 2000

16 TMN to e-Business Management Solution
BM Negotiation BM NM SM SM Visibility NM RM NM Network Services Human Finance …... EM EM TMN eMS Telecommunications Management Network e-Business Management Solution

17 Lessons Learnt from Logistic Industry
Basic Service : ex. Collection of goods from location A and deliver to location B - Transport services Associated services : Convenience Store acts as a mediator for collection. Deliveries be arranged in agreed time and traceable. - Operations Services Value added Services : Perishable goods ( fish, fruit) be transported using a cold storage , delicate good be transported using hanging - Contents Aware Delivery Services

18 IP/eBusiness Management Architecture
End Users eBusiness Management SLA on Negotiation Content Aware Delivery Management OLA on Partnership Resource Management IP/eBusiness Management Architecture

19 Services Management Contents eBusiness Content Delivery IP Bearer
End Users Contents Transactions Application Services Logistics Auction eBusiness Management. eBusiness Banking SaaS Advertising Content Services Contents ID Mgt. Contents Integration Billing Content Delivery Content Aware Management Media Gateway Agent/Portal Resources Resource Management IP Bearer eBusiness Services and Management Architecture

20 Communications Resource
SLA and OLA in eBusiness Management Customer ( eBusiness) Operations Services SLA Content Delivery Services SLA Transport Services SLA SLA Negotiation Content Delivery Resource Service Provider Operations Resource Transport Services OLA Transport Resource Operations Support OLA Resource Provisioning OLA OLA Negotiation Operations Resource Supporters Communications Resource Suppliers Partners

21 Key Words for IP/eBusiness management
Partnership : Common BP & Interface TMN to eMS(eBusiness Management Solutions) Adaptive & Customer Driven Business Process Consensus among Industries and Customers Negotiation & SLA : Differentiation Policy Based Negotiation Management Customer Self Operations QoS oriented Secure & Customer perceptible SLA

22 IP/eBusiness Management
Why ? Support eBusiness by Competitive Service Creation in New Paradigm What ? Negotiation for Customer Defined Services and SLA How ? Policy Based Management and COTS/ PnP OSS

23 Business Process -TOM to eTOM--
eBusiness Oriented TOM Open ,Visible Process for Customer retention Common Business process for Partnership Enterprise Management for Total Solution

24 Business Process in TMN
The business process approach has built on the concepts of management services and functions in order to develop a reference framework for categorizing all the business activities that a service provider will use.

25 Related TMN Rec. ITU-T Recommendation M.3010 Principles for a telecommunications management network. ITU-T Recommendation M.3020 TMN interface specification methodology. ITU-T Recommendation M.3200 TMN management services and telecommunications managed areas: overview. ITU-T Recommendation M.3400 TMN management functions.

26 ITU-T Rec. M3050 series M3050.0 : eTOM-Introduction
M : eTOM-The business process framework M : eTOM-Process decomposition and descriptions M : eTOM-Representative procces flows M : B2B integration: Using B2B inter-enterprise integration with the eTOM M3050 Supplement 1: eTOM-An Interim View of and Interpreter’s Guide for eTOM and ITIL Practicioners M3050 Supplement 2: eTOM-Public B2B Business Operations Map( BOM) M3050 Supplement 3: eTOM to M3400 mapping M3050 Supplement 4: An eTOM Primer

27 Relationship between the management service/function and business process approaches

28 Scope of IP/eBusiness Management
IP Service Plane eBusiness (Customer) IP Operations Service IP Transmission Service SP Policy Plane Operations Resource Operator Service Network OSS Policy Manager OSS Human Finance Partner

29 SP’s Business Process Overview
Customers Operations Services & Marketing Customer Operations Communications Services Service Provider Environment Operations Resource Enterprise Policy Content Delivery Resource Management Information Communications Resource Politics Economics Transport Resource Support Alliance Supply Partners Partners Communications Resource Suppliers Operations Resource Supporters

30 TMN Layers correspond with TOM horizontals
TOM processes are captured in “FAB” area of eTOM Operations eTOM maps the NGOSS Business View

31 eTOM: Linkage to NGOSS eTOM provides the NGOSS Business View
eTOM processes, flows and information are input as requirements to the NGOSS System View Feedback from the NGOSS development cycle is used to validate the eTOM

32 Process Lifecycle

33 RM Horizontal Integration(1)
Resource Commitment Space Planning Service SP Service Planning & Commitment NW Planning Resource SP NW SP Technology SP NE SP NE Planning NW SP: NW function SP, NW Architecture ( Logical and Geographical) SP, NW Capacity SP, NW Quality SP NE SP : NE function SP, NE Architecture SP, NE Capacity SP, NE Quality SP NW Planning : NW function ( Application ?)Plan, Location Plan, Capacity Plan, Installation Schedule NE Planning : NE-- function ( Application ?)Plan, Location Plan, Capacity Plan, Installation Schedule Technology Research & Development Technology Survey SP:Strategy/Policy Space : Building, Electric Power, Duct,Floor,etc.

34 RM Horizontal Integration(2)
Resource Quality Adjustment Resource Delivery Space Design Space Construction NW Design NW Procurement NW Installation Resource Maintenance NE Design NE Procurement NE Installation Buy/Built Decision Procurement Planning Resource Assessment Installation Planning NW/NE SP

35 : Technology/Resource SP
: Resource Planning & Commitment : Resource Development : Resource Installation : Resource Delivery & Assessment

36 Resource Configuration
NE Performance Check & Report NE Configuration Work Force Mgt. OS&R Physical NW Configuration NW Performance Check & Report Resource Performance & Fault Logical Resource Configuration ex. Phone Number, Address SM&O Note: Performance includes Traffic

37 Resource Performance & Fault
NE Events Analysis & Report Work Force Mgt. NE Repair NW Events Analysis & Report OS&R NW Re-Configuration NW Performance Analysis & Report Resource Configuration Resource Usage Data SM&O Fault Analysis & Report

38 Resource Usage Data NE Usage Data Collection , Analysis & Report
Resource Performance & Fault NW Usage Data Collection , Analysis & Report SM&O

39 Note for Slides :Level 1, ex. SM&O, RM&O : Level ex. RM&O( OS&R) : Level 2 ( Modified ) : Level 3 ( Proposed)

40 Level 2 Process Component of Resource Management
a, Resource Management &Operations decomposition into level 2 processes b Resource Development & Management decomposition into level 2 processes Level 2 Process Component of Resource Management

41 Service Management & Operations Level 2 Process

42 eTOM - the Enhanced Telecom Operations Map®

43 Level 2 OPS processes

44 Level 2 SIP Processes

45 Process Decomposition

46 Process Decomposition
Concept and Overview : Level 0: Common Process Oriented Components ( Entities) Process Groups ( V/H) for common understanding: Level 1 Components for Common Process: Level 2 Software Reuse Oriented Components Components common in Level 1 and specific in Level 2: Level 3 Components common in Level 2 and specific in Level 3: Level 4 Atomic Components ?

47 Example of Level 3 OPS processes

48 Example of Level 3 Component of Service/Resource Management
Resource Trouble Management Survey & Analyse Localise Resource Correct & Recover Track & Manage Report Close Resource Trouble Trouble Resource Trouble Resource Trouble Resource Trouble Resource Trouble ©TeleManagement Forum April 2003 Service Problem Management Evaluate and Qualify Diagnose Plan and assign Resolution Track Resolution Close and Report Example of Level 3 Component of Service/Resource Management

49 Resource provisioning decomposition into level 3 processes
Service configuration and activation decomposition into level 3 processes

50 Service Problem Management-Level 3/4 Process

51 Process Decompositions : Order Handling
Level 2 Level 3 Level 4

52 EM Processes

53 Process Flow Process /Behavior Target Driver P/B Target/Driver
P/B:Process/Behavior

54 Example of Process Flow

55 Billing Process Flow

56 Order Handling Process Flow at Level 3

57 Ordering Level 2 Process Flow

58 Why use eTOM? eTOM makes available a standard structure, terminology and classification scheme for describing business processes and their constituent building blocks eTOM supplies a foundation for applying enterprise-wide discipline to the development of business processes eTOM provides a basis for understanding and managing portfolios of IT applications in terms of business process requirements eTOM enables creation of consistent and high-quality end-to-end process flows, with opportunities for cost and performance improvement, and for re-use of existing processes and systems eTOM use across the industry will increase the likelihood that off-the-shelf applications will be readily integrated into the enterprise, at a lower cost than custom-built applications

59 Recent Reports on eTOM Adoptions (SPs)

60 Recent Reports on eTOM Adoptions (Vendors, SIs, etc)
Reorganized existing BPM and Best Practices around eTOM, with strategic decision to increase participation in eTOM team work. Introduced internal eTOM training, with eTOM as a common language and reference throughout the company. Mapped Amdocs products to eTOM, and used as sales tool. Used eTOM to map existing industry processes, analyze business drivers and pains, and guide the design of new processes. Also,as a framework for ISV & SI Partnerships Have developed Telecom Reference Business Model based on eTOM (Levels 1,2 & 3), and extended to Levels 5 & 6 for business scenario investigation, legacy system gap analysis, new OSS/BSS specification, consultancy support, etc Used eTOM for internal product training, product features cross - referencing nd functional gap analysis, marketing analysis (competitors/partners), customer communication (incl. RFI/RFP), workflow “seed” processes Used eTOM for mapping Motorola products and managed services, for gap analysis of solution portfolio and for partnership communications

61 Process, Function and Data
eTOM Function Sets M3400 SID Data

62 Process and Function Processes can be used to describe the flow of activities to solve a particular business problem, or part of it. A function can be considered as a unit of processing (either initiated by humans or through an automated action) with specific, well-defined inputs and outputs. For functions in particular, the data is essential because the function is described as a unit of processing together with its associated data inputs and outputs.

63 Relationship between processes, functions and data

64 Processes, function set groups and data areas

65 Objectives of mapping eTOM to M.3400
Facilitate the linkage from process view to functional view; Provide a framework for level of granularity and abstraction for the interface definitions; Get a better handle on what should be implemented in systems in terms of: –Reusable software components; –Boundaries of what to implement; Understand what are the interfaces between processes at the indicated levels; Identify the needs for standardization.

66 M3400 - TMN Functional Decomposition
Management Functional Areas Security Management Configuration Management Fault Management Performance Management Accounting Management 4 5 6 4 4 M3400 Security Management Prevention Detection Containment & Recovery Security Administration 55 5 10 16 24 M3400 Configuration Management Network Planning & Engineering Installation Service Planning & Negotiation Provisioning Status & Control 70 11 12 10 29 8 M3400 Fault Management RAS Quality Assurance Alarm Surveillance Fault Localization Fault Correction Testing Trouble Administration 44 6 10 5 5 11 7 M3400 Performance Management Reliability, Availability and Survivability Performance Quality Assurance Performance Monitoring Performance Analysis Performance Management Control 34 7 10 11 6 M3400 Accounting Management Usage Measurement Tariffing/ Pricing Collections and Finance Enterprise Control 57 17 8 21 11 Total functional units = 260

67 Mappings between eTOM processes and M3400 functional units
eTOM V4 = 72 (110 OPS L3) eTOM V6 = 72 (242 OPS & SIP) M3400 = 23 (260) M3400 Covered in eTOM Security 55 Configuration 70 69 Fault 44 Performance 34 Accounting 57 eTOM V 4 Covered in M3400 OPS L3 110 69 SIP L2 16 14 EM L2 31 22 mappings eTOM process M3400 functional Unit

68 RM&O level 2 Processes - M.3400 (MFA)
PROCESSES v.3.5. RM&O Support & Readiness Resource Provisioning Resource Trouble Management Resource Performance Management Resource Data Collection & Processing M MANAGEMENT FUNCTIONAL AREAS (MFA) Security Management Configuration Management Fault Management Performance Management Accounting Management Security Management ENTERPRISE MANAGEMENT

69 RM&O Resource Provisioning - M.3400 Configuration Management
RM&O Resource Provisioning (Level 3 Processes eTOM v.3.5) Allocate & Deliver Resource Configure & Activate Resource Test Resource Collect, Update & Report Resource Configuration Data M Configuration Management Network Planning and Engineering Installation Service Planning and Negotiation Provisioning Status and Control RM&O Support & Readiness SM&O Service Configuration & Activation SID LAYER Strategy, Infrastructure & Product CRM LAYER

70 ?? RM&O Resource Trouble Management - M.3400 Fault Management
RM&O Resource Trouble Management (Level 3 Processes eTOM v.3.5) Survey & Analyse Resource Trouble Localise Resource Trouble Correct & Recover Resource Trouble Track & Manage Resource Trouble Report Resource Trouble Close Resource Trouble ?? RAS Quality Assurance Alarm Surveillance Fault Localization Fault Correction Testing Trouble Administration M Fault Management

71 RM&O Resource Performance Management - M.3400 Performance Management
RM&O Resource Performance Management (Level 3 Processes eTOM v.3.5) Monitor Resource Performance Analyse Resource Performance Control Resource Performance Report Resource Performance Performance Quality Assurance Performance Monitoring Performance Management Control Performance Analysis M Performance Management

72 RM&O Resource Data Collection - M.3400 Accounting Management
RM&O Resource Data Collection & Processing (Level 3 Processes eTOM v.3.5) Collect Resource Data Process Resource Data Report Resource Data Audit Resource Usage Data Usage Measurement Tariffing /pricing Collections and Finance Enterprise Control M Accounting Management SM&O Service & Specific Instance Rating CRM Billing & Collection Management Financial & Asset Management ENTERPRISE MANAGEMENT

73 eTOM-to-M.3400 mapping table
This appendix should be considered "informative". It provides an example of mapping eTOM processes (ITU-T Rec. M [6]) and the Function Set Groups as well as their underlying component Function Sets (ITU-T Rec. M.3400 [1]). eTOM-to-M.3400 mapping table eTOM Process ID Process.Name M.3400ID Function.Name 1.A Assurance 5 Performance Management 6 Fault Management 1.A.1.6 Problem Handling 6.4 Fault Correction 6.6 Trouble administration 1.A.1.6.1 Isolate Problem & Initiate Resolution 6.6.2 Trouble reporting function set 1.A.1.6.2 Report Problem 6.6.3 Trouble report status change notification function set

74 M.3400-to-eTOM mapping table
M.3400ID Function.Name eTOM Process ID Process.Name 5 Performance Management 1.A Assurance 1.B Billing 1.E.2 Enterprise Risk Management 1.F Fulfilment 1.O Operation Support & Readiness 1.OFAB.2 Service Management & Operation 1.OFAB.3 Resource Management & Operations 1.OFAB.4 Supplier/Partner Relationship Management 1.P Product Lifecycle Management 1.SIP.2 Service Development & Management 5.1 Performance Quality Assurance 1.A.2.4 Service Quality Management 1.A.3.3 Resource Trouble Management 1.F.3.2 Resource Provisioning

75 ITIL Initially developed by UK government CCTA ( Central Computer and Telecommunications Agency ) in 1980’s.  OGC ( Office of Government Commerce) Service Support : 308Pages Service Delivery : 376Pages Application Management :; 158Pages Planning to Implement Service Management :208Pages ICT Infrastructure Management : 283Pages Security Management :124Pages Business Perspective : NA

76 ITIL Publication Framework

77 Service Delivery/Support Processes

78 ITIL Service Support Diagram (© OGC)

79 ITIL Service Delivery Diagram (© OGC)

80 Relationship between Service & Application Management

81 eTOM and ITIL Together Business Process Needs Best Practice Needs
Enterprise Management Strategy, Infrastructure & Product Operations Fulfillment Assurance Billing Product Lifecycle Management Infrastructure Support & Readiness Customer Relationship Management Service Management & Operations Resource Management & Operations Supplier/Partner Relationship Management Strategy & Commit Marketing & Offer Management Service Development & Management Resource Development & Management Supply Chain Development & Management (Application, Computing and Network) Customer Enterprise Effectiveness Management Knowledge & Research Enterprise Risk Management Strategic & Enterprise Planning Financial & Asset Management Stakeholder & External Relations Management Human Resources Management Final Result: eTOM-compliant Business Flows that Deliver ITIL-compliant Services eTOM Compliant Process Flows ITIL Compliant Best Practices Filter & Reconcile

82 eTOM Business context is a total enterprise model for telcos.
International standard through ITU. Constitutes the Business View section of NGOSS, TMF’s initiative on OSS / BSS solutions. A common language for business processes. A hierarchy of process definitions. A repository of process elements at various levels of detail that can be combined and applied in specific applications. Provides examples of process flows. Flow diagrams are used in eTOM to illustrate end to end processes e.g. Fulfillment. Technical content now mature, with an i

83 ITIL Business context is IT / ICT Service Management.
Included in various national standards, and slated to be adopted by ISO in 2005 / 06. A comprehensive and consistent set of best practices. A set of methods for delivering controlled and optimizable services. Common language Aim is to provide high quality services with a particular focus on Customer relationships. Is built on agreements where the IT organization should provide whatever is mutually agreed with Customers. Service Delivery processes are partially concerned with setting up agreements and monitoring the targets within these agreements. On the operational level, the Service Support processes can be viewed as delivering service as laid down in these agreements. Flow charts are used in ITIL. Inclusion of closed feedback quality loops for continuous improvement. It supports and drives ‘quality’ or repeatability

84 eTOM->ITIL->eTOM mapping

85 eTOM L2 Operations processes and ITIL processes

86 eTOM L2 Strategy, Infrastructure & Product processes and ITIL processes

87 eTOM L2 Enterprise Management processes and ITIL processes

88

89 Comparison of ITIL processes with eTOM level 2 processes
ITIL Function/Process eTOM Level 2 Process How ITIL supports the management of customer services How ITIL supports the management of internal IT services Service Desk CRM Support & Readiness Customer Interface Management Selling ……….. The Service Desk is the only function within ITIL and acts as the first point of contact for the Customer/Users and well as their interface to all the other ITIL processes ………….. Monitor usage of the Support Services, provide appropriate metrics (call logs, incident records, RfCs raised, Service Requests etc) Act as the interface to ………………… Incident Management Order Handling Problem Handling Customer QoS/SLA Management Retention & Loyalty Service Incident Management is the key process used by the Service Desk function in fulfilling its functional requirements Incident Management supports the capture, processing and monitoring of Service Requests (Requests for Change (RfCs), enquires etc) as well as Incidents. Incident Management Process Steps: Classification and Initial Support

90 ITIL-eTOM Mapping Service Support Service delivery SD : 6,1,0
IM : 15,1 0 PM : 6,1,0 CbM : 6,1,0 RM : 4.8.0 CM : 12,10,3 Service delivery SLM : 11,12,3 AM : 5,10,3 CaM : 6,11,2 FM : 2,9,2 ITSC : 0,6,2 eTOM Level 2 OPS(25), SIP(16), Ent(31)

91 eTOM and ITIL terminology
ITIL Term Definitione TOM Equivalent Term Definition Comment Alert Warning that an incident has occurred. Alarm An alerting indication of a condition that may have immediate or potential negative impact on the state of service resources, e.g. network element, application, system, etc. Asset Component of a business process. Assets can include people, accommodation, computer systems, networks, paper records, fax machines, etc. Resource Resources represent physical and non-physical components used to construct Services. They are drawn from the Application, Computing and Network domains, and include, for example, Network Elements, software, IT systems, and technology components. Availability Ability of a component or service to perform its required function at a stated instant or over a stated period of time. It is usually expressed as Availability performance The ability of an item to be in the state to perform a required function at a given instant of time or at any instant of time within a given time interval, assuming that the external resources, if required, are provided. Note that this Within ITIL the concept of Availability covers both eTOM terms.

92 Ordering Level 2 Process Flow

93 Ordering process dynamics flow

94 Incident management – Infrastructure failure (internal escalation)

95 Incident management service request (standard pre-approved changes)


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