OSS_Axiom White Paper 28.09.01

8/7/2019 OSS_Axiom White Paper 28.09.01

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A White Paper from AxiomOSS for The New World


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The new economy, and its tendency to change frequently and withoutconstraint, has posed a significant challenge to many businesses - not leastService Providers. Understanding the Service Provider challenge is the key todefining the solution and the mix of technology, people and process.For example:

How does a Service Provider reach the customer? That is how does he/shereach the customer without regard to geographic location though cognizant ofwhether they are at work or play? And how may the customer be reachedindependently of the transport medium without compromise or constraint onthe overlaying service?

How does a Service Provider touch anddeliver to the customer the servicepropositions that the customer will valuemore than the cost to the Service Provider todeploy them?

How does a Service Provider perform thesefundamental tasks in such a way that willengage, serve and delight the customermaintaining their loyalty and growing theiraffinity and profitably?

Reach the Customer

The customer will go about their business and social activities wherever andwhenever they wish. There will always be that business call or e-mail that mustbe made whether they are at home, in the car or on the beach. The notion thatpeople either 'work to live' or 'live to work' is redundant if you are prepared toaccept that work is just a thing we do that has a more direct and tangiblefinancial reward than other activities, such as going to the cinema or taking aholiday.

The Service Provider must therfore reach the customer wherever they are. Thisrequires control of both fixed-wireline and mobile-wireless transports, and the

interface to the customer whether mobile handset, PDA, notebook or TV screen.Given the probability that a customer will want to use both wireline and wirelessmedia during the delivery of any one service, with the ability to move seamlesslyand effortlessly between both, then the Service Provider is very soon faced withthe requirement for a single ubiquitous transport.

To help solve the challenge the world has fixed this variable through theadoption of Internet Protocol (IP).

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INFOTECH

[Service Provider] reasonsfor implementing OSS haveshifted from growing theirfootprint and customerbase to capping staffgrowth, increasingprofitabilit y, and rapidservice deployment.

Service ProviderService ProviderDELIGHT

HOLD

HOLDSERVEACQUIRETARGET oss


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TeleManagement Forum TOM Processes

Where single vendor stove-pipe solutions once dominated a Service Provider'sOSS landscape, their inherent inflexibility, high cost of ownership andconstraining influence on the Service Provider's ability to move fast in the NewWorld Economy has opened the door to point product applications specialisingin discrete elements of the FCAPS functional matrix.

Importantly, as ServiceProviders who have alreadycommitted to a particular

silo application try to defineand deliver new services inshort order timescales,holes begin to appear inthe functional capabilitiesof the legacy OSS thatrequire patching.Furthermore Squintarchitectures abound - ifyou stand far enough backfrom the architecture

diagrams and squint youreyes they all look thesame.

In this environment the differential advantage from the OSS comes from a closerinspection of the choice in point products, from the best of breed selectionprocess, and then from the ability to harness the synergies from them.

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Customer Care Processes

Service Development and Operations Processes

Network and Systems Management Processes

SalesOrder

HandlingProblemHandling

CustomerQoS

Management

InvoicingCollections

ServicePlanning and

Development

Service

Configuration

ServiceProblem

Resolution

ServiceQuality

Management

Rating and

Discounting

Network

Planning andDevelopment

Network

Provisioning

Network

InventoryManagement

Network

Maintenance& Restoration

Network

DataManagement

The Service Provider Challenge

REACHthe customer

TOUCHthe customer

TARGET, ACQUIRE, HOLD,GROW and DELIGHT

the customer

FIXED & MOBILEnetwork infrastructures anddiverse transport technologies

sophisticatedCUSTOMER SEGMENTATION

ApplicationDIVERSITY

in BSS/OSS/NMS

IP has emerged asa ubiquitoustransport

sophisticated service offers withgreater c ustomer control are

required to meet customerneeds

The BSS/OSS must beable to change and scale

to service demands

Next GenerationInternetwork OSS

Architectures


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The Future for OSS

From a necessary evil in the back-office to the competitive weapon of choice -the OSS is evolving.

OSS is evolving from the back-office to the forefront of a Service Providersbusiness operation. Enabling a customer to self-order, provision and care for the

service they need at the time, speed and by the means they need it, is a majorchange from the days when the customer had limited choice of services from alimited choice of Service Providers.

The near future will see greater emphasis on:

q Invasive CRM - brining the customer closer to the Service Provider'soperations via the OSS to perform self-provisioning and self-care via web front-end or portal application management.

q Workflow - for further automation of both process and field force.

q OSS-to-OSS integration - the unification of OSS environments and knowledgemanagement, whether between systems within a single Service Provider, or

between those of collaborating (and perhaps competing) Service Providers.q Performance dashboards - for mining and exploiting the data within the OSS

for presentation to Service Provider executives and in some cases the ServiceProvider's customer.

q More manageable devices (and less management devices) as equipmentvendors exploit their R&D capabilities to put basic network managementcapabilities within the device.

Invasive CRM

Putting the OSS interface on the desktop, handset or TV of the customer forself-provisioning and for self-care, is giving the customer ultimate control over

what service, ( and what service level ) they wish to have.

Workflow

To deliver a service not just in time, but also at the time of need, is to deliver atthe "speed of need", and in so doing the Service Provider maximises the valueproposition to the customer. Consequently workflow and process automationmust be implicit to any best in breed OSS.

True Order-to-Service workflow incorporates all aspects of service delivery, fromnetwork inventory management and resource allocation, to control and schedulingof f ield force engineering. The AXiOSSTM O

2S application does exactly this - and

more. By incorporating open interfaces and technologies, executives have theability to drill down into AXiOSSTM data, and to extract source data for servicedelivery performance analysis and reporting.

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By including element management functionality within the network device, thenetwork device itself is made more manageable by the higher layer OSSapplications. With this in mind, Axiom has developed a Service ActivationFramework Environment (AXiOSSTM SAFE) for the activation and control of anoffline task of the network element, whether that's a router or DSLAMconfiguration, a firewall or CATV systems implementation.

Axiom Value Proposition

As the market innovator in Order to Service and Inventory Management Systemapplicat ions, AXiOSSTM is a ready to go product suite that incorporates realworld business and operational workflows to tackle head on the ServiceProvider's challenge for rapid service delivery.

Axiom, with over 5 years experience in service delivery, is helping ServiceProviders face up to the challenge with:

q AXiOSSTM O2S.

q AXiOSSTM IMS.

q AXiOSSTM SAFE.

AXiOSSTM O2

S

AXiOSSTM O2S is a fully featured application that defines, executes and monitors

the service delivery process. It is fully integrated with the IMS, thereby removingthe need to re-key data and exploiting the IMS object oriented schema andpowerful rules generator. Although O

2S has pre configured process flows for

popular services, it can also be customised to build innovative, new servicedelivery packages to meet specific customer needs.

AXiOSSTM IMS

AXiOSSTM

IMS is an object-oriented system that can be used to store inventoryfor any network equipment. A unique network definition model is able to monitornetwork utilisation, and to raise appropriate instructions to planning functionswhen user defined thresholds are met.

The IMS model, which supports multiple object classes and a comprehensivetree schema, has been optimised for the routine tasks a Service Providerperforms on network assets.

AXiOSSTM SAFE

AXiOSSTM SAFE is used to create functions that may be called from O2S to

configure individual network elements, and generic network technologies as

required. Batching and rollback of service activities are also supported, enablingSAFE to be utilised by O

2S, and allowing rollback from a particular service

delivery action to be completed.

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For contact details visit www.axiom-eu.com

OSS_Axiom White Paper 28.09.01

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