Telecommunication Networks Architecture, …teln131/wiki.files/OSS-2013...Telecommunication Networks...

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Information Security Level 1 Confidential © 2010 Proprietary and Confidential Information of 1 Telecommunication Networks Architecture, Operations and Innovation רשתות תקשורת- ארכיטקטורה, תפעול, וחדשנות1 Introduction to data networks 2 Data networks technologies 3 Mobile networks overview 4 OSS business and market overview 5 Yield management 6 OSS portfolio and OMS 7 OSS Service management 8 Introduction to Ideation Methodologies 9 Innovation ideation Challenge topic #1, Part 1. 10 Innovation ideation Challenge topic #1, Part 2. 11 Innovation ideation Challenge topic #2, Part 1. 12 Innovation ideation Challenge topic #2, Part 2. 13 OSS fulfillment management 14 Enhanced Telecom Operations Map 1 Telecommunication Networks

Transcript of Telecommunication Networks Architecture, …teln131/wiki.files/OSS-2013...Telecommunication Networks...

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Telecommunication Networks – Architecture, Operations and Innovation

וחדשנות, תפעול, ארכיטקטורה -תקשורתרשתות

1 Introduction to data networks

2 Data networks technologies

3 Mobile networks overview

4 OSS business and market overview

5 Yield management

6 OSS portfolio and OMS

7 OSS Service management

8 Introduction to Ideation Methodologies

9 Innovation ideation – Challenge topic #1, Part 1.

10 Innovation ideation – Challenge topic #1, Part 2.

11 Innovation ideation – Challenge topic #2, Part 1.

12 Innovation ideation – Challenge topic #2, Part 2.

13 OSS fulfillment management

14 Enhanced Telecom Operations Map

1 Telecommunication Networks

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Assignments status

# שם משפחה שם פרטי מספר זהות קבוצה 1ציון תרגיל קבוצה 2ציון תרגיל

1 אלקיים יעקב 60409505 3 99 12 85

2 בבמורטוב תומר 314507237 8 85

3 בולשקוב אלכסנדר 326875622 1 100 11 90

4 בן אדרת ניר 66353954 7 90 6 85

5 דריי דורון 301573572 2 98 1 100

6 הרשקוביצי חביב 305580094 3 100

7 ויסברגר ענבל 300551355 2 98 1 100

8 ורטניאן אריק 310316328 4 98 4 85

9 טיטנגר גל 21989983 8 85

10 יוסילביץ יאן 306516188 4 98 4 85

11 כודרה רועי 302998646 6 93 9 90

12 מנסן אסף 66366030 5 95

13 סידיס שירן 21655477 5 95

14 סמיונוב נתן 311785562 6 90 9 90

15 צור דורון 40581837 6 85

16 צלנר עדי 37110749 3 100

17 קאשי ניצן 25141383 7 93 10 90

18 קריטי אלעד 21582333 5 98 2 85

19 קרסנר גריגורי 309253607 3 100

20 קרצבורד מריה 312619190 7 90

21 ראובן אייל 66629445 6 85

22 שחימוב אברהם 307535617 7 90

23 שמיוביץ מאיר 39451695 5 95

91 98

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Product Portfolio

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PLANNING ENGINE

TREND PLANNER

SERVICE ORDER MANAGER

SERVICE COMPOSITION MANAGER

ASSURANCE MANAGER

SLA MANAGER

PLANNING FULFILLMENT ASSURANCE

STRATEGIC PLANNING

ORDER PROCESSING

TROUBLE MANAGEMENT

RESOURCE DESIGN AND DELIVERY

SERVICE DESIGN AND DELIVERY

NETWORK ASSURANCE

RESOURCE PLANNER TASK ENGINE

SITE PLANNER ROUTE FINDER

DELIVERY ENGINE

ACTIVATION MANAGER / ACTIVATION ENGINE / APSDP

NETWORK ACTIVATION

SERVICE ACTIVATION

EVENT COLLECTION

PARTNERS

PARTNERS

SE

RV

ICE

MA

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AN

AG

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GR

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DISCOVERY ENGINE

SYNC ENGINE

RESOURCE MANAGER

CABLE MANAGER

PARAMETER MANAGER

PARTITION MANAGER

UNIFIED SERVICE MANAGER

B/OSS MANAGER

PROCESS MANAGEMENT

INVENTORY MANAGEMENT

DATA INTEGRITY MANAGEMENT

ASSET MANAGER

OSS Portfolio

Planning Engine

Trend Planner

Resource Planner

Site Planner

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Network Planning – What is it all about?

Capacity shortfalls

Network overbuilds

Delays/Fallout

Inefficiency

Under utilized

network

Poor visibility

Multitude of silos

“Be ready when it comes” “Wait and See”

> Makes sure that the network is sized to cope with

future demand

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A Closed Loop Planning Approach

What is it?

> Capacity Management

> What have I got, today?

> Monitors Capacity & Utilization

> Capacity Planning

> How much needed and where?

> Predicts capacity increments required

for future growth

> Resource Planning

> How do I build it?

> Where can I deploy it?

> Translating plans into rollout

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> Time-lined consolidated view

of any resource

> Monitoring capacity

consumption trends

> Advanced trending by

calculating when capacity is

expected to be exhausted

and what is the deployment

plan to add more resources

> Thresholds management

alerts on capacity breach

Capacity Management Highlights

Consolidates

resources view

Analyze capacity trends

Identify bottle

necks / overbuild

s

Trending and

Thresholds

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> Plan management – captures all offline plans for

change, maintains their dependencies, detects

jeopardy and implements when needed

> Lifecycle-managed build templates, rollout by

replicating standard designs

> Site management guarantees there is sufficient

space, power and for additional equipment

deployment

Resource Planning Highlights

Automated processes increase network efficiency

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> Pre-integrated, intelligent bulk routing capability > Network failure impact analysis

> Demand-driven capacity expansion scenarios

High Level Capacity Planning

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> A service ready network to support future demand

> Deploy just in time, only when and where needed

> Proven, deployed and live

> Monitoring resources to cut costs and increase efficiency

Value Proposition

Increases

operational

efficiency

Reduces

TTM

Enhances

Customer

Experience

Reduces

capital spend

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Example Business Case

> Background: > Manage migration to a new IP/MPLS network infrastructure

> Lack of automation – In-house manual planning systems

> Poor visibility - Multiple systems and data stores

> Requirements:

> End to End visibility allowing utilization and capacity consumption view from a consolidated view

> Decrease and monitor OPEX by allowing planning in advance

> Increase capacity utilization and network technology upgrades

> Automation to improve service ready network; reduce order fallouts and delays by identifying

capacity shortfall in advance (threshold management)

> Network Planning solution

> An integrated view of the network and integrated capacity reporting – Planning Engine

> Advanced capacity forecasting and proactive threshold features – Trend Planner

> Benefits

> Reduce OPEX by automating planning processes

> Reduce CAPEX by deploying existing resources that were not optimized

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Service fulfillment

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Introduction

> Communication Service Providers (CSP) are looking to offer a

vast array of products and services to their customers and this

generates a number of challenges, with regard to getting that

customer order satisfied

> How does the Service fulfilment product portfolio and strategy

help the CSP meet today's challenges

> As an example – Ethernet as a connection, product and or

service is now predicted to be an industry worth £32 billion over 5

years. CSP‟s need to have a fulfilment solution that allows them

to leverage that market and meet the challenges

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> CUSTOMER EXPERIENCE SYSTEMS INNOVATION

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Index

> The Fulfilment Challenges

> The Typical “Activation” Solutions

> The OSS Fulfilment Solution

> Business Benefits

> Customer Successes

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The Fulfillment Challenges

> Providing an order to network automated fulfilment solution to achieve

reduction in total Cost of Ownership (TCO), through

> the reduction in Capital Expenditure (CAPEX) and Operational Expenditure (OPEX)

> by removing and or reducing the number of manual and inefficient processes.

> Timely and cost effective deployment of new products and services

> The need to abstract from the complexity of the network – technology,

devices types and vendors

> The ability to support multiple vendors, technologies product and

services with a single order to network solution

> The need to deploy new products and service without deploying another

solution

> Reduction in fallouts and re-visits

> Reduce time from order to bill

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Overall Service Fulfillment Forecast

8% CAGR

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The Typical “Activation” Landscape

> Focused Solutions

> Activation Platforms focused on specific technologies, i.e. IP VPN,

Broadband

> Can provide a quick and cheap solution

> Configuration Management Solutions

> Require skilled staff that understand the network, the devices and

operating system of these devices, to write the relevant configuration

scripts.

> Provides a great deal of flexibility

> In-house Solutions

> Reliant on those that wrote the specific solution and the integration to

other in-house or product based solutions. Tends to be specific to the

CSP [not generic/common]

> Maps to the providers exact requirements [no reuse]

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Productising the Order-to-Network

> OSS developers have created products that enables the CSP to

deploy multi-vendor and technology focused products and services,

using an “out of the box” service solution utilizing the OSS product

portfolio.

> These service solutions are delivered as product including a

supported upgrade path and the relevant services functionality to

allow CSPs to customize the service solution to meet the internal

challenges and requirements of their customers.

> The service solution provides order to network activation allowing

the CSP to create multiple flavors of products and services by the

re-use of productized building blocks that provide functionality to

deliver products and services.

> To facilitate the deployment and enablement of products and

services, an Automation and Activation Packs are provided as well

and contain templates, models and plug-ins

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The Service Fulfilment Solution

Automation

Packs

Activation

Packs

Discovery &

Sync Packs

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Fulfillment Solution

Customer Order

Assign

Implement

Activate

Service Composition Manager

Task Engine Design

Resource Manager, Parameter Manager

Delivery Engine

Activation

Decompose into

Service Order Service Order Manager

Decompose into

Network Order

Au

tom

ati

on

Pa

ck

A

cti

va

tio

n

Pa

ck

s

Product and

Service Consumer Application

Services

Core

Network Modem DSLAM

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Service Fulfilment – Automation Packs

> The Automation Pack is responsible for taking orders from the higher order BSS

landscape and decomposing those orders, allocating the relevant resources and

carrying out the assign and design requirements, agnostic to the vendor or the

underlying network infrastructure or topology.

> The Pack is specific to the technology such as VOIP where it provides VoIP services

across various types of network devices.

> The Automation Pack provides and/or consists of the following:

> Product family examples

> Order decomposition

> Process automation templates

> Service design and assign

> Configuration data

> Call-outs

> The Automation Pack can interface to multiple Activation Packs

> The Automation Pack can also interface with other activation systems using

Automation Controller

> Documentation

> Sample generic Device Models

> Inventory Packs (include technology models)

> Parameter sets for detailed activation parameters,

using Parameter Manager

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Service Fulfillment – Automation Packs

> Technology specific and

agnostic to the device, vendor

and topology

> Design and Assign the product

and/or service, specific to the

technology of the Automation

Pack, by providing a

productised set of

configurations on the core OSS

platform products

> Provide end to end, automation

for the service fulfillment

process in conjunction with the

OSS core products

Customer Order

Assign

Implement

Activate

Service Composition Manager

Task Engine Design

Resource Manager, Parameter Manager

Delivery Engine

Activation

Decompose

Into Service

Order Service Order Manager

Decompose

Into Network

Order

Au

tom

ati

on

P

ack

Product and

Service Consumer Application

Services

Core

Network Modem DSLAM

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Service Fulfillment – Activation Packs

> The Activation Packs interfaces to the Automation Packs

to complete the order to network activation

> The Activation Pack is network-vendor and the

technology specific

> The Activation Pack provides sequencing and control of

the delivery of device or NMS specific commands,

dependent on the product, service and/or business

processes

> Activation Packs are delivered for use on the OSS

Activation Engine platform

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Service Fulfillment – Activation Packs

> Activation Packs > Drive configuration onto

network

> Provide configuration for

Activation Engine to support

a service fulfillment

> Device specific and

technology Specific

> Delivery of device commands

directly or via an EMS

> Inventory centric activation

> Cross technology NGN

activation

Customer Order

Assign

Implement

Activate

Service Composition Manager

Task Engine Design

Resource Manager, Parameter Manager

Delivery Engine

Activation

Decompose

Into Service

Order Service Order Manager

Decompose

Into Network

Order

Ac

tiva

tio

n

Pa

ck

Product and

Service Consumer Application

Services

Core

Network Modem DSLAM

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Service Fulfillment Value Proposition

> Most extensive end-to-end fulfillment play on the market

> Unique blend of extensible platform with out-of-the-box

functionality

> Scalable platform with established pack strategy

> Endorsement by key customers, and analysts

Automated, productized, end to end fulfillment for next gen

transformations and vertical markets

Time to Deploy Reduce OPEX Lower TCO

• Target up to 80%

service functionality out

of the box

• Pre-integration of

core products,

service process

Packs and Device

integration

• Automation, fallout

management and

BSS integration

reduces OPEX

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> Challenge > Fierce competition and falling voice

revenues

> Rising cost of legacy systems and

network

> Need to reduce time to market for new

services

> Solution > Single OSS

> Automation of planning and fulfilment

> Results > System consolidation

> Business agility

> Reduced time to market for new

technologies and services

Business Agility and OPEX Savings with Service Fulfillment

The Facts:

Fulfillment Pack provides 80%

customer requirements

Consolidating has streamlined

processes

Enables making significant savings in

equipment and headcount

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Dynamic Order Management

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Index

> Market Dynamics

> BSS to OSS Order Management

> Summary

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On one hand…

● Wide variety of

customer offerings

● Maintain over

1,000 unique

services

● Personalized

offering

● Emerging business

models

● Introduce 5 to 25 new

services each year

(Yankee Group

Research 2008)

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And on the other hand…

Complexity of infrastructure

● Massive number of configuration options

● Lack of feasibility

● Difficult to optimize resource use

● Increasing numbers of technologies

● Wide variety of

customer offerings

● Maintain over

1,000 unique

services

● Personalized

offering

● Emerging business

models

● Introduce 5 to 25 new

services each year

(Yankee Group

Research 2008)

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Addressing different customer needs

CONSUMER BUSINESS

Service Ready Network Residential Services Enterprise Services – Corporate Customers

Network Provisioning – Wholesale

Mobile, LTE, 4G, WiMAX,

Simple Business Services

(e.g., VoIP)

Multiplay

Complex Requests , Custom Solutions –

IPVPN, Business VoIP, Metro Ethernet,

Cloud Computing

● Short delivery time

● No need for design and

assign of resources

● Can be catalog-driven

service delivery

● Complex and process driven

● Requires network resources

design and assign

● Automation and orchestration

is key

● There is a need to handle order

dependencies

● Supported by rainy day scenarios

● Need to support in-flight changes

● SLA per customer type

● Pre-order feasibility and

serviceability

● Long lifecycle orders

● Managed as a project with strict SLA

● High degree of interaction with customer‟s

specialists

● High touch process

● Multiple services across multiple sites

● Pre-order serviceability and feasibility

● Tailored solution – Fitted per customer

request

SIMPLE COMPLEX

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Consequences

> High rate of order fallout (25%–40%)

> Slow in bringing new services to market (6–12 months)

> Impact on time to deliver

> No converged fixed mobile ordering and bundling

> Inaccurate order tracking and incomplete view of

customer products and services

> Network changes impact business

> Product offering changes impact operations

Impact on Customer Experience

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Index

> Market Dynamics

> BSS to OSS Order Management

> Dynamic Order Management

> Centralized Design Environment

> Order Execution

> Management View & Dashboards

> Summary

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Dynamic Order Management- Functional overview

Order lifecycle

management:

> Monitoring & control

> Business dashboards

> Dependency management

ORDER ENTRY AND

STATUS UPDATES

COMPATIBILITY AND

ELIGIBILITY

ORDER DECOMPOSITION

ORDER ORCHESTRATION

CE

NT

RA

LIZ

ED

CA

TA

LO

G

Contact Center Retail Shop Web Mobile TV

WORKFORCE

MANAGEMENT

ERP

LEGACY OSS ACTIVATION

SERVICE INVENTORY

AND RESOURCE

INVENTORY

● Jeopardy management

● Central error handling

● Status notification

3rd PARTY

SERVICE DELIVERY

PLATFORM

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ORDER

HANDLING

ORDER

DECOMPOSITION

SERVICE DESIGN

& RESOURCE

MANAGEMENT

Order to Activation Flow

3

5

ACTIVATION COMPLETION

& NOTIFICATIONS

> Any sales

channel: Call center,

self-service portals,

kiosks, etc.

> Negotiation

> Credit checks

> Order compatibility

& eligibility

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ORDER

HANDLING

ORDER

DECOMPOSITION

SERVICE DESIGN

& RESOURCE

MANAGEMENT

Order to Activation Flow

3

6

ACTIVATION COMPLETION

& NOTIFICATIONS

> Commercial order is

decomposed to product,

services & technical

elements

> Analysis of customer

inventory & required

changes

> Indicative & firm order

feasibility check

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ORDER

HANDLING

ORDER

DECOMPOSITION

SERVICE DESIGN

& RESOURCE

MANAGEMENT

Order to Activation Flow

3

7

ACTIVATION COMPLETION

& NOTIFICATIONS

> Design service

> Service resource

allocation

> Translation of resource

design to

implementation job

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ORDER

HANDLING

ORDER

DECOMPOSITION

SERVICE DESIGN

& RESOURCE

MANAGEMENT

Order to Activation Flow

3

8

ACTIVATION COMPLETION

& NOTIFICATIONS

> Turning on the service

> Network commands

> Rollback procedures

> Invocation of workforce

management systems

> Inventory update

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ORDER

HANDLING

ORDER

DECOMPOSITION

SERVICE DESIGN

& RESOURCE

MANAGEMENT

Order to Activation Flow

3

9

ACTIVATION COMPLETION

& NOTIFICATIONS

> Order closure

> Notifications to

BSS systems,

namely billing and

CRM

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ORDER

HANDLING

ORDER

DECOMPOSITION

SERVICE DESIGN

& RESOURCE

MANAGEMENT

Order to Activation Flow

4

0

ACTIVATION COMPLETION

& NOTIFICATIONS

Order Lifecycle Management

> Orchestration

> Monitoring

> Task and jeopardy management

> Ongoing notifications

Powered by Dynamic Order Management

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The metadata-driven approach

Fosters adaptive and dynamic order management

ENTERPRISE

PRODUCT &

SERVICE

CATALOG

Rules

Engine

Decomposition

Change

Scenarios

Exception

Handling

Order

Sequence and

Dependencies

Handling

Multi-channel

Offering,

Views, and

Processes

Contracts

and SLAs,

Jeopardy

Process

References and

Data Models/

Activities

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Data Model-Driven Order Management

4

2

AN ORDER MANAGEMENT PROCESS DRIVEN BY METADATA

FLEXIBLE VS.

RIGID

EFFICIENT VS.

COMPLEX

> Rapid editing and rebundling of services

> Reuse of services and generic processes

> Rapid time-to-market

> Easy to configure, easy to maintain

● Layered model

● Business processes are data-driven

● Simplified integration

● Process optimization

● Fulfillment dependencies – easy definition

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Index

> Market Dynamics

> BSS to OSS Order Management

> Dynamic Order Management

> Centralized Design Environment

> Order Execution

> Management View & Dashboards

> Summary

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Single design environment – highlights

> Comprehensive management of

product definitions and market

offerings together with fulfillment

logic

> Product lifecycle management

> Easy to configure and easy-to-

maintain catalog

> Rapid bundling of product offerings

> Reuse of commercial and

technical components

Enterprise

Catalog

Repository

● Bridges the gap between

marketing and network engineering

● Lowers impact on operations and

time to market by decoupling

commercial and technical entities

● Single view of all products, pricing,

and services

● Single point of truth

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Bridges the gap between commercial and technical

Product Offering

Product

Specification

Product

Specification Pricing

Customer-Facing

Service

Customer-Facing

Service

Resource-Facing

Service

Resource-Facing

Service

Resource-Facing

Service

Commercial/

Business View

Technical/

Network View

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Modeling example – high speed internet access BSS/OSS mapping and technical catalog configuration

Security

Features

CPE Static IP E-mail Spyware Anti virus Firewall Parental

Control

TSS_ATM_PVC

Over ADSL+

TSS_ATM_PVC

Over ADSL2+

TSS_VLAN

Segment (QoS)

Over Ethemet Bearer

TSS_VLAN

Segment (QoS)

Over VDSL2

HSIA Main

E-mail

Network

Connection

IP

Connection

BB

Connection

Product

Offer

Product

Spec

CFS

Spec

RFS Spec

TAS

RFS Spec

TSS

Resource

Spec

● Local ISP Ind

● Uplink Bandwidth

● Downlink Bandwidth

● User (login ID)

● Installation Type

● MAC

● Modem Tp ● Mailbox Type

● Mailbox Size

● E-mail address

● Firewall Required

● Spyware Required

● Antivirus Required

● Parental Control Required

Warranty IP

Address

● Provider ID

● User (login ID)

● Password

● Uplink Bandwidth

● Downlink Bandwidth

● Provider ID

● User (login ID)

● Password

● CoS

Reference

Cu

sto

mer

Facin

g

Serv

ices

Reso

urc

e F

acin

g

Serv

ices

Reference Reference

BS

S

High Speed

Connection

CPE

Prod Offer

Prod Spec

CFS

RFS

TSS

Legend

Connection

ISP HSIA

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Centralized Catalogue Driving the multi-channel experience

CONTACT CENTER

TELEVISION

RETAIL INTERACTION MANAGER

WEB SELF-SERVICE

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Dynamic Order Management Design environment benefits

> Respond to market needs by delivering new services

quickly and efficiently

> Single design environment serves all stakeholders

and provides preconfigured service provider-specific

best practices

> Change offerings quickly through reuse of price,

product, and provisioning entities

> Resolve new offer issues before launch through

offline testing simulation

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Index

> Market Dynamics

> BSS to OSS Order Management

> Dynamic Order Management

> Centralized Design Environment

> Order Execution

> Management View & Dashboards

> Summary

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Calculate

Quote

End-to-end process view

Order Request Customer

Information Order Tracking Order Tracking

Quote

Customer Notification

Order

Initiation

Configuration

and Validation

Indicative

Feasibility and

Serviceability

Order

Placement

Notify Billing &

other BSS Systems

Eligibility

Rules

Compatibility

Rules

Product to

Services

Decomposition

Rules

Feasibility

Check

Technical

Project Order

Commercial to

Technical Order

Decomposition

Order

Fulfillment

Completed

Inventory

Update

Implement and

Activate

Design and

Assign

Service

Inventory Query

Service and

Resource Feasibility

Check

Report Order Status

Technical Service Orders

Mu

lti-

Ch

an

nel

Sellin

g

Ord

eri

ng

En

terp

rise

Pro

du

ct

Cata

log

Serv

ice

Man

ag

em

en

t

Serv

ice &

Resourc

e

Invento

ry

Fallout, Task & Jeopardy

Management, BAM

Negotiation and Validation Capture Order Tracking Order Completion

Ongoin

g u

pdate

s

Technical

Orchestration

3 Phase

Decomposition

Fulfillment and

Service Order Tracking

Fallout, Task & Jeopardy

management, BAM

Technic

al O

rder

Managem

ent

Central P

roduct and

Serv

ice C

ata

log

Com

merc

ial O

rder

Managem

ent

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Order decomposition What to deliver? How to deliver?

Commercial order decomposition

based on product catalog definitions:

Technical order – 3 phase

decomposition based on:

1. Catalog definition

2. Service inventory – Query what services

the customer has that can be utilized

3. Network feasibility checks – Checks for

network capacity, etc.

Customer Order Fulfillment Plan

Sales Order

Service/

Resource

Order

Service/

Resource

Order

Service/

Resource

Order

Service/

Resource

Order

Product Order Product Order

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Dynamic Order Management processes

> Order entry and fulfillment processes include many

decision points along the way

> ‟ simplified unique approach

> Definitions are made in the catalog to avoid hardcoded

processes

> Predefined activities and rules stored in the catalog

> Processes executed based on process stage and

decision gateways

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Advanced support for order amendment

> Efficient Amend and Cancel

operations

> Analysis and execution with

minimal disruption to

fulfillment

> Rules-driven Amend Handler

> Compare rules identify

amend type in-flight orders

status

what needs to be done?

> Execution Plan – Order and

Activities Actions

> Automatic handling to start,

restart, skip or continue

an activity

> Manual amend options

Request for Amend

Check Point of No Return

Resolution Plan

Initiate Amend Initiate Change

Order Compare Order Fulfillment

Status

What has

changed?

What should

be adjusted?

What has been

accomplished?

Can we

amend?

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Dynamic Order Management Execution environment benefits

> Improve order fulfillment accuracy with a single,

centralized product and services catalog that provides

product validity and services modeling

> Reduce order fallout by orchestrating orders over

different systems and technologies and through

sophisticated automated exception handling

> Streamline the order-to-cash cycle through timely

billing system notification of order fulfillment

Cut order related costs by streamlining processes and reducing order fallout

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Index

> Market Dynamics

> BSS to OSS Order Management

> Dynamic Order Management

> Centralized Configuration Environment

> Order Execution

> Management View & Dashboards

> Summary

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Statistics and Monitoring

> All status information centrally available in one place for customer

facing use

> Measuring, monitoring and managing of achievable service goals

> Displays all outstanding orders

> Used for tracking and handling orders in progress

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Business activity monitoring Consolidated view

360-degree view

of orders, services,

tasks, jeopardies,

fallouts and

processes

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Index

> Market Dynamics

> BSS to OSS Order Management

> Summary

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Addressing different customer needs

CONSUMER BUSINESS

Service Ready Network Residential Services Enterprise Services – Corporate Customers

Network Provisioning – Wholesale

Mobile, LTE, 4G, WiMAX,

Simple Business Services

(e.g., VoIP)

Multiplay

Complex Requests , Custom Solutions –

IPVPN, Business VoIP, Metro Ethernet,

Cloud Computing

● Short delivery time

● No need for design and

assign of resources

● Can be catalog-driven

service delivery

● Complex and process driven

● Requires network resources

design and assign

● Automation and orchestration

is key

● There is a need to handle order

dependencies

● Supported by rainy day scenarios

● Need to support in-flight changes

● SLA per customer type

● Pre-order feasibility and

serviceability

● Long lifecycle orders

● Managed as a project with strict SLA

● High degree of interaction with customer‟s

specialists

● High-touch process

● Multiple services across multiple sites

● Pre-order serviceability and feasibility

● Tailored solution – Fitted per customer

request

SIMPLE COMPLEX

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Supporting wireless and wire-line convergence

● Instituto Costarricense de Electricidad (ICE)

● Subscribers: 4.9 million (wireless + wireline) for services including mobile, telephony, broadband

and technology solutions

● Revenues: USD $1,069,000,000

BUSINESS

NEEDS

● Improve development and reduce time-to-market for new services

● Replace existing legacy network-facing systems for wireless and wireline networks to compete

in a newly opened marketplace

● Improve operational efficiency and modernize and upgrade customer service

SOLUTIONS

CES – OSS solutions to support all of ICE‟s OSS needs, including:

● Planning

● Inventory and discovery

● Provisioning and activation

● Trouble ticketing

● Service fulfillment

● Service impact analysis

RESULTS

ACHIEVED

● A transformed OSS makes it possible to deliver and fulfill new services faster and resolve any

issues more quickly

● New, low-cost services for customers can be developed and brought to market faster and more

cost-effectively

● Operational efficiency has increased

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Improving all channels for delivering new services

“ solutions deliver the complete picture of sales, ordering and after-sales service across all channels

and can enable Brazil to deliver the new, advanced services that customers want more quickly,

consistently and efficiently.”

Ricardo Santoro, CIO, Brazil

● The leading mobile service provider in Brazil and a wholly-owned subsidiary of America Móvil

● América Móvil Revenues: USD $30.45 billion

● América Móvil Subscribers: 201 million

● Brazil Subscribers: 28 million

BUSINESS

NEEDS

● Support content partnerships and help grow value-added services portfolio

● Reduce operational costs and increase operational efficiency

● Quickly launch competitive content services and generate new revenue sources

● Modernize and standardize customer ordering, customer management, e-commerce and product

catalog management

SOLUTIONS ● CES to modernize sales, ordering and service across multiple customer touch points

● Partner Settlement Manager to support content partnerships

RESULTS

ACHIEVED

● Shorten time-to-market for new products through easy partner recruitment and management

● Improve partner-related profits through accurate calculation of complex settlement agreements

● Expected ability to introduce e-commerce as a new service to extend sales channel and reach

● Anticipated to reduce errors and operational costs

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Dynamic Order Management solution Summary

> Accurately and efficiently capture and fulfill orders

> Real-time view of customer/service order and installed

products/services

> Efficiently connect BSS & OSS

> Enable rapid product launch

> Support new business models

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High-level building blocks

Ce

ntr

alize

d S

erv

ice

an

d

Pro

du

ct

Ca

talo

g

Commercial Order Management

Technical Order Management

Task and Jeopardy Management

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Technical order management High-level architecture

Process

Process

Process

BSS Ordering

Customer

Order

Service Composition Manager

Service Order Manager

Unified

Service

Manager

Service

Instance

Service

Instance

Service

Instance

Service

Order

Service

Order

Service

Order

Process

Project

Order

Activation Systems

Task

Engine

Delivery

Engine

Resource

Manager

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BUSINESS PROCESS MANAGEMENT

„Rainy day‟ use case

Error Design

Assign

PRODUCTIZED DATA DRIVEN

Error Design

Assign

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„Rainy day‟ use case

RETRY POLICIES

Retry Intervals(s) Maximum Retries

Design Assign Time Out 10 5

ERROR MATCHING CRITERIA

Origin

Error

Code

Error

Group

Error

Category

Service

Type

Service

Action

Capacity

Shortage

RM D-A Resource RFS Provide

Location

Not

Found

D-A Input RFS Provide,

Modify

ERROR ACTION

Resolve

Manually

Indicator

Manual

Fallout

Type

Manual

Fallout

Queue

Process

Name

Capacity

Shortage

N NA NA Add Card

Location Not

Found

Y Update

Location and

Re-execute

Provisioning

Engineers

NA

BUSINESS PROCESS MANAGEMENT PRODUCTIZED DATA DRIVEN

1

2

3

N

Location Not Found Capacity Shortage

Y

Y

N

N

Y

N

Y

Start

Success 1

Design/

Assign

Update

Counter

Less than

5 Retries

Manual Task

Update Location

Manual Task

Update Location

Re-execute

Design/Assign

Set Counter

Timeout?

Error Code?

2

3

3

Back to

Process

Add card design

project invocation

Counter > 0