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 FunctionDoctrine Mission planning Joint functions CRD Customer Requirements Document Product Requirements Strategy and Commit, Infrastructure and Product Lifecycle Management Operations Customer FulfillmentAssuranceBilling 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) Coordinating Service Provider Information / Application Requirements Application SPs Infrastructure Service Requirements Information Infrastructure SPs Network Service Requirements 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 FulfillmentAssuranceBilling 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) Strategy and Commit, Infrastructure and Product Lifecycle Management Operations Customer FulfillmentAssuranceBilling 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) Strategy and Commit, Infrastructure and Product Lifecycle Management Operations Customer FulfillmentAssuranceBilling 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) 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 ProviderCustomer Provider Customer ProviderCustomer 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

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 - eTOMService Provider b - ITILService 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? - 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 CallCentreSupport 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 ?