1. 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
Wg Cdr Nigel Phillips
DCSA SO1 Svc Ops Plans, UK MOD

2. Agenda
Context
An end-to-end process understanding
Solutions
Summary

3. Information Infrastructure SPs - Running ITIL Processes
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
User Capability

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

5. 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. Service Assurance and Management Strategy
Tempo
Ease of Use
Assured Delivery
Cost

7. Top Down Product Centric Service Delivery
Military Business Process Domain
Planning Function
Doctrine
Mission planning
Joint functions
Product Requirements
Strategy and Commit, Infrastructure and Product
Lifecycle Management
Operations
Customer
Fulfillment
Assurance
Billing
Product
Lifecycle
Management
Infrastructure
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
CRD Customer Requirements Document
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
Fulfillment
Assurance
Billing
Product
Lifecycle
Management
Infrastructure
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)

8. 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. End-to-End Process Understanding

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

11. ITIL® - Information Technology Infrastructure Library & Processes
© Crown copyright 2001
© Crown copyright 2001
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:

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

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

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

15. 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
ITIL Service Delivery in 3D
eTOM in 3D

16. Inter-Organisation Process Flow

17. So what does this mean for NGOSS?
- Doing Business Differently
© TeleManagement Forum Val Ch Roles Rev 0-2.doc 4th Feb 2002

18. Solutions

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

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

21. Today’s NGOSS for Service Assurance & Management

22. 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
In person
IVR
Fax
Phone
Integrated queuing and routing
Web-enabled, integrated front office applications
Wireless
PoS

23. 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. Thank You
QUESTIONS ?
Wg Cdr Nigel Phillips, DCSA SO1 Svc Ops Plans,
Martin Huddleston, Principal Engineer,
Andrew Baldwin, eBusiness Manager,