2 Agenda ICT Operations and Management - Service Industries - ICT Services and Networks—- Target of the Management2, 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- Standardization3. 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 negotiation5, IP/eBusiness Management- Paradigm shift , Architecture beyond TMN and enhanced TOM6. 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 MapProcess componentsProcess flowProcess and function ( Rec. M 3400)ITIL ( IT Infrastructure Library )
4 New Paradigms of ICT Industry BusinessConvergenceOpen MarketInter NetworkingVirtual Service ProviderTechnology ConvergenceDeregulationCustomers’ Demand
5 ICT Market Trend Past(~1985): Monopoly, Regulated Market. PSTN based telephone services by mega carriers to Reactive customersCurrent(~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 customersFuture(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 managementTMN Architecture and FCAPSCurrentTop down approach for Customer retention and profit conscious resource management.Process evolution for customer self operationsN3B(Not Built But Buy) OSS by COTS and PnPFutureCustomer driven services and operation using Web 2.0Context, Contents and SLA aware management
7 1, Monopoly, Regulated Market ( 1890’s -1980’s) ServicesPOTS on PSTNby mega carriers (ROC: Recognized Operating Company)SP( Service Provider) centricSP’s TargetsEstablish nation wide ubiquitous telephone network by automated SW networkOn Demand subscription.Operations and OSSNEsupervise and Control by on site maintenance, then Centralized NE maintenanceRandom ,Individual and Proprietary OSS DevelopmentHuman and paper based CC&B (Customer Care and Billing)POTS : Plane Old Telephone ServicePSTN : Public Switched Telephone NetworkNE : Network Element
8 2, Competitive, Deregulated Market ( 1985~) Services:Telephone on PSTN and Mobileby competition among conventional carriers and new comersTo reactive customers but Price Down Pressure ( Price Competition )SP’s Target :CAPEX/OPEX cost down for price downUp Graded CC&B for customer retentionCompetitive but Interoperable Operations among SPsOperations and OSSOperations Mission and PositioningCustomer Oriented Top Down approachSystematic and Standardized OSS development on TMNVertical process integration ( FAB)
10 TOM : Telecom Operations Map A Service Management Business Process Model (TMF : TeleManagement Forum 1995)CustomerCustomer Interface Management ProcessInformationSystemsManagementProcessesCustomer Care ProcessSalesOrderHandlingProblemHandlingCustomerQoSManagementInvoicing/CollectionsServiceManagementService Development and Operations ProcessesServicePlanning/DevelopmentServiceConfigurationServiceProblemResolutionServiceQualityManagementRating andDiscountingThis 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 ProcessesNetworkManagementNetworkPlanning/DevelopmentNetworkProvisioningNetworkInventoryManagementNetworkMaintenance& RestorationNetwork DataManagementElement Management Technology RelatedPhysical Network and Information Technology
11 3, IP/eBusiness Market ( 1995~ ) Services :Voice and Data on PSTN, Mobile and Internetby cross industry cooperation and competitionto customers with free hand of service selectionSP’s Target :Realize lower price services by packaged PriceDevelop rich services by collaboration with other industries ( ex with Application/Contents providers)QoS/QoE enabled service operationsIndustry wide Operations in ICT worldOperations and OSS :share common business process ,architecture, information model ,interface etc. among IT and ICT SDOseTOM/SID, ITIL, ITU-T Recommendation , TISPAN/3GPPVisible Operations on established Service Architecture and SLADeploy/develop N3B OSS products based on standards and COTS/PnPN3B : Not Built But Buy
13 IP Services --for Speed, Simple and Smile eBusiness-- Customers’ Demand Providers’ SolutionSpeedy / Easy Subscription On Line, Real Time ProvisioningNon Stop Services Reliable & Scalable Networks / SystemsQuick Response High Throughput MechanismSecure Services Security Level AgreementPrice Performance Negotiation
14 IP Management Architecture LayerMOFunctionIP Customer Care LayerCustomer Interaction ProcessService Negotiation Self OperationIP Application LayerVOIP, Conference, e-Business, Multicast, etc.Application Dependent TransportIP Service LayerRouter, IP Service Node, etcIP dependent / AP Independent TransportIP Transport LayerPhotonic, SDH, ATM, POTS LAN, WAN, Access, etc.IP Independent Transport
15 e-Business Model e-Business Model End CSP ASP CSP ASP Users Logistics Contentse-Businesse-BusinessManagementManagementDelivery PlatformIP ServiceIP ServiceManagementManagementIPIPISP, BSPISP, BSPManagementTransportCopyrightFUJITSU LIMITED, 2000
17 Lessons Learnt from Logistic Industry Basic Service : ex. Collection of goods from location A and deliver to location B- Transport servicesAssociated services : Convenience Store acts as a mediator for collection. Deliveries be arranged in agreed time and traceable.- Operations ServicesValue 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 UserseBusinessManagementSLA onNegotiationContent Aware DeliveryManagementOLA on PartnershipResourceManagementIP/eBusiness Management Architecture
19 Services Management Contents eBusiness Content Delivery IP Bearer End UsersContentsTransactionsApplication ServicesLogisticsAuctioneBusinessManagement.eBusinessBankingSaaSAdvertisingContent ServicesContentsID Mgt.ContentsIntegrationBillingContentDeliveryContent AwareManagementMedia GatewayAgent/PortalResourcesResource ManagementIP BearereBusiness Services and Management Architecture
20 Communications Resource SLA and OLA in eBusiness ManagementCustomer( eBusiness)Operations ServicesSLAContent Delivery Services SLATransport Services SLASLANegotiationContent DeliveryResourceServiceProviderOperationsResourceTransport Services OLATransportResourceOperations SupportOLAResource ProvisioningOLAOLANegotiationOperations ResourceSupportersCommunications ResourceSuppliersPartners
21 Key Words for IP/eBusiness management Partnership : Common BP & InterfaceTMN to eMS(eBusiness Management Solutions)Adaptive & Customer Driven Business ProcessConsensus among Industries and CustomersNegotiation & SLA : DifferentiationPolicy Based Negotiation ManagementCustomer Self OperationsQoS oriented Secure & Customer perceptible SLA
22 IP/eBusiness Management Why ? Support eBusiness by Competitive ServiceCreation in New ParadigmWhat ? Negotiation for Customer Defined Servicesand SLAHow ? Policy Based Management and COTS/ PnPOSS
23 Business Process -TOM to eTOM-- eBusiness Oriented TOMOpen ,Visible Process for Customer retentionCommon Business process for PartnershipEnterprise 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 frameworkM : eTOM-Process decomposition and descriptionsM : eTOM-Representative procces flowsM : B2B integration: Using B2B inter-enterprise integration with the eTOMM3050 Supplement 1: eTOM-An Interim View of and Interpreter’s Guide for eTOM and ITIL PracticionersM3050 Supplement 2: eTOM-Public B2B Business Operations Map( BOM)M3050 Supplement 3: eTOM to M3400 mappingM3050 Supplement 4: An eTOM Primer
27 Relationship between the management service/function and business process approaches
28 Scope of IP/eBusiness Management IP Service PlaneeBusiness(Customer)IPOperationsServiceIPTransmissionServiceSP Policy PlaneOperationsResourceOperatorServiceNetworkOSSPolicyManagerOSSHumanFinancePartner
29 SP’s Business Process Overview CustomersOperations Services& MarketingCustomerOperationsCommunicationsServicesService ProviderEnvironmentOperationsResourceEnterprisePolicyContentDeliveryResourceManagementInformationCommunicationsResourcePoliticsEconomicsTransportResourceSupportAllianceSupplyPartnersPartnersCommunications ResourceSuppliersOperations ResourceSupporters
30 TMN Layers correspond with TOM horizontals TOM processes are captured in “FAB” area of eTOM OperationseTOM 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 ViewFeedback from the NGOSS development cycle is used to validate the eTOM
40 Level 2 Process Component of Resource Management a, Resource Management &Operations decomposition into level 2 processesb Resource Development & Management decomposition into level 2 processesLevel 2 Process Component of Resource Management
41 Service Management & Operations Level 2 Process
46 Process Decomposition Concept and Overview : Level 0:Common Process Oriented Components ( Entities)Process Groups ( V/H) for common understanding: Level 1Components for Common Process: Level 2Software Reuse Oriented ComponentsComponents common in Level 1 and specific in Level 2: Level 3Components common in Level 2 and specific in Level 3: Level 4Atomic Components ?
58 Why use eTOM?eTOM makes available a standard structure, terminology and classification scheme for describing business processes and their constituent building blockseTOM supplies a foundation for applying enterprise-wide discipline to the development of business processeseTOM provides a basis for understanding and managing portfolios of IT applications in terms of business process requirementseTOM 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 systemseTOM 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
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 teamwork. Introduced internal eTOM training, with eTOM as acommon language and reference throughout the company.MappedAmdocsproducts to eTOM, and used as sales tool.Used eTOM to map existing industry processes, analyzebusiness drivers and pains, and guide the design of newprocesses. Also,as a framework for ISV & SI PartnershipsHave developed Telecom Reference Business Model basedon eTOM (Levels 1,2 & 3), and extended to Levels 5 & 6 forbusiness scenario investigation, legacy system gap analysis,new OSS/BSS specification, consultancy support, etcUsed eTOM for internal product training, productfeatures cross-referencing nd functional gap analysis,marketing analysis (competitors/partners), customercommunication (incl. RFI/RFP), workflow “seed”processesUsed eTOM for mapping Motorola products andmanaged services, for gap analysis of solution portfolioand for partnership communications
61 Process, Function and Data eTOMFunction SetsM3400SIDData
62 Process and FunctionProcesses 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
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 ManagementFunctionalAreasSecurityManagementConfigurationManagementFaultManagementPerformanceManagementAccountingManagement45644M3400SecurityManagementPreventionDetectionContainment& RecoverySecurityAdministration555101624M3400ConfigurationManagementNetworkPlanning& EngineeringInstallationServicePlanning &NegotiationProvisioningStatus &Control70111210298M3400FaultManagementRAS QualityAssuranceAlarmSurveillanceFaultLocalizationFaultCorrectionTestingTroubleAdministration4461055117M3400PerformanceManagementReliability, Availability and SurvivabilityPerformanceQualityAssurancePerformanceMonitoringPerformanceAnalysisPerformanceManagementControl34710116M3400AccountingManagementUsageMeasurementTariffing/PricingCollectionsandFinanceEnterpriseControl571782111Total 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)M3400Covered in eTOMSecurity55Configuration7069Fault44Performance34Accounting57eTOMV 4Covered in M3400OPS L311069SIP L21614EM L23122mappingseTOMprocessM3400 functional Unit
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 ) and the Function Set Groups as well as their underlying component Function Sets (ITU-T Rec. M.3400 ).eTOM-to-M.3400 mapping tableeTOM Process IDProcess.NameM.3400IDFunction.Name1.AAssurance5Performance Management6Fault Management1.A.1.6Problem Handling6.4Fault Correction6.6Trouble administration1.A.1.6.1Isolate Problem & Initiate Resolution6.6.2Trouble reporting function set1.A.1.6.2Report Problem6.6.3Trouble report status change notification function set
75 ITILInitially developed by UK government CCTA ( Central Computer and Telecommunications Agency ) in 1980’s. OGC ( Office of Government Commerce)Service Support : 308PagesService Delivery : 376PagesApplication Management :; 158PagesPlanning to Implement Service Management :208PagesICT Infrastructure Management : 283PagesSecurity Management :124PagesBusiness Perspective : NA
80 Relationship between Service & Application Management
81 eTOM and ITIL Together Business Process Needs Best Practice Needs Enterprise ManagementStrategy, Infrastructure & ProductOperationsFulfillmentAssuranceBillingProductLifecycleManagementInfrastructureSupport &ReadinessCustomer Relationship ManagementService Management & OperationsResource Management & OperationsSupplier/Partner Relationship ManagementStrategy & CommitMarketing & Offer ManagementService Development & ManagementResource Development & ManagementSupply Chain Development & Management(Application, Computing and Network)CustomerEnterprise Effectiveness ManagementKnowledge & ResearchEnterprise Risk ManagementStrategic & Enterprise PlanningFinancial & Asset ManagementStakeholder & ExternalRelations ManagementHuman Resources ManagementFinal Result:eTOM-compliant Business Flows that Deliver ITIL-compliant ServiceseTOM Compliant Process FlowsITIL Compliant Best PracticesFilter & 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 languageAim 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
89 Comparison of ITIL processes with eTOM level 2 processes ITIL Function/ProcesseTOM Level 2 ProcessHow ITIL supports the management of customer servicesHow ITIL supports the management of internal IT servicesService DeskCRM Support & ReadinessCustomer Interface ManagementSelling………..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 ManagementOrder HandlingProblem HandlingCustomer QoS/SLA ManagementRetention & LoyaltyServiceIncident Management is the key process used by the Service Desk function in fulfilling its functional requirementsIncident 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 0PM : 6,1,0CbM : 6,1,0RM : 4.8.0CM : 12,10,3Service deliverySLM : 11,12,3AM : 5,10,3CaM : 6,11,2FM : 2,9,2ITSC : 0,6,2eTOM Level 2 OPS(25), SIP(16), Ent(31)
91 eTOM and ITIL terminology ITIL Term Definitione TOM Equivalent Term Definition CommentAlertWarning that an incident has occurred.AlarmAn 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.AssetComponent of a business process. Assets can include people, accommodation, computer systems, networks, paper records, fax machines, etc.ResourceResources 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.AvailabilityAbility 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 asAvailability performanceThe 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 thisWithin ITIL the concept of Availability covers both eTOM terms.