Clarity Case Study

Telekom Malaysia Case Study

Telekom Malaysia Deploys Clarity’s Integrated Next Generation OSS and

Consolidates Seven Inventory Systems in Two Years in Preparation for NGNs

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Telekom Malaysia overhauls its Inventory Management Systems with Clarity’s Unified OSS

In 2006, Telekom Malaysia initiated a major OSS transformation. Its vision was to accelerate the growth of broadband services, whilst protecting themselves from agile new entrants. Telekom Malaysia realized that accurate network inventory data was a pre-requisite for delivering broadband services at the required pace. Simultaneously, it would allow them to become an innovator within the national market and focus on their customer’s experience as a key differentiator.

The first and key component of this transformation is the Network Inventory System (NIS), supplied by Clarity International.

By exposing accurate reference data through an NGOSS aligned architecture, Telekom Malaysia is able to reduce time to provision, reduce impacts of planned network activities on customer services, reduce time-to-market for new products and better exploit Next Generation Network (NGN) technologies.

This system is instrumental in Telekom Malaysia’s aggressive roll-out of NGNs.

Telekom Malaysia’s Business Challenge

In late 2005, broadband penetration in Malaysia was around 1%. Intending Malaysia to become a “high technology hub” for South-east Asia, government targets of 10% penetration by 2008 were set. These targets have been met with house-hold penetration running at 11% by late 2007; a significant achievement given a population of almost 26 million and one in which Telekom Malaysia played a key role. The challenge is now to match other countries in the region where penetration is as high as 50%.

To continue growth in broadband services and defend market share in a deregulated industry against agile entrants, Telekom Malaysia initiated a major OSS transformation programme. The NIS is the first and central part of this programme. The following are seen as key drivers for the NIS as Telekom Malaysia seeks to exploit the potential for growth in the broadband and data communications sector:

• Increase operational efficiency by improving the quality of network and service configuration information

• Consolidate and retire legacy inventory systems and file-based stores by deploying one centrally maintained database

• Use data migration and audits to establish accurate inventory “baselines” and then maintain and enhance this with controlled process, automation and auto-discovery

• Support rapid growth in broadband and data services though:

• Enhanced end-to-end knowledge of network reach, capacity and capability

• Standardisation, control and monitoring of provisioning activities

• Exploit investments in NGN by supporting an aggressive roll-out of new technologies in the network

As a result of deploying Clarity’s solution, Telekom Malaysia is able to: • Consolidate and retire 7 legacy inventory systems in 2 years • Quickly map between the requirements of new commercial products and the capabilities of the deployed technologies • Establish, maintain and enhance an accurate base-line of the network inventory at almost 1000 sites.

Mohd Pathulmuen Sharimau NIS Project Director

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• Proactively assess the impacts of engineering on customer services and mitigation of potential outages

• Simplify implementation of an extensive product catalogue

• Align to architectural “best practices”, such as TMF NGOSS.

Incremental Benefits; Low Risk

Telekom Malaysia and Clarity jointly defined an incremental deployment plan which provided real business benefit early in the project and reduced risk at the same time.

Taking a service by service approach allowed Telekom Malaysia to gradually introduce the network inventory at the same time as gradually retiring legacy databases. Telekom Malaysia selected those services which were important to the business and Clarity recommended low risk implementation approaches to reflect the business imperatives.

In the first two phases, seven legacy database systems were retired whilst deploying network inventory for ATM, Frame-relay, Point-of-Interconnect and business broadband services.

This phased approach will continue with the deployment of NGN (VoIP, IPVPN, WiMAX, Triple-play) soon to start, consolidating a further 6 inventory systems in the process.

Why Clarity

Telekom Malaysia ap-preciates the challen-ges faced in deploying an NIS. Consequently, Telekom Malaysia was looking for a partner that could assist in the potentially risky areas of data audit, cleansing and migration and systems integration.

Clarity’s products were also significant in Telekom Malaysia’s decision:

• A single inventory system could accurately and completely document both the legacy and NGN, providing with a strategic inventory solution

• Out of the box capabilities to map the customer and their address to the access network to quickly determine the feasibility of broadband supply and the reach of the network

• A customer to service to network mapping, which could be used to stem revenue leakage as well as improve service quality levels

• A pre-integrated solution, offering modular assurance and fulfillment upgrades, reducing the integration costs.

Also, of key importance was Clarity’s reputation for taking on and delivering challenging OSS projects in Asia Pacific.

Clarity Unified OSS

Deployment of Configuration Manager, Clarity’s network inventory management sys-tem, was a key component of the NIS. This includes:

• Consolidated and normalised network inventory; providing a reference base for Telekom Malaysia’s legacy and NGNs

• An end-to-end view of services deployed over the network and their relationship to customers and addresses

Factors important to Telekom Malaysia’s selection of Clarity were: • A cost effective solution • Strength and reputation in the Asia-Pacific region and ability to support the project and system in the long-term • Experienced and innovative migration team and a delivery team rich in technical “know-how” • Commitment to assist in the data cleansing activities Tried and tested pre-integration of the solution components.

Hanin Zainal NIS Project Manager

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• Planned event management; helping Telekom Malaysia to proactively record and assess the impacts of planned maintenance and engineering events on customer services.

Clarity also provided:

• Service Manager – Standardising, controlling and monitoring workflow of provisioning and engineering activities

• Number Manager – Managing number ranges and IP addresses through bulk loading, storage and intelligent allocation.

Clarity’s solution has enabled Telekom Malaysia to migrate and consolidate data from many sources, including databases, files and manually gathered data. This has allowed the retirement of 7 legacy databases and the removal of less efficient and less accurate file-based inventory records.

Simplifying Service Provisioning

As a result of on-going activities, Clarity’s solution will:

• Expose accurate inventory information to the OSS through integration to 21 systems focused on assurance, asset management (SAP), GIS, order management, CRM (Siebel), network test and network provisioning

• Utilise strategic SOA architecture, based on Sun Java System Integration Suite.

Clarity’s solution is a key component of Telekom Malaysia’s service fulfillment stack for

over 100 products. By mapping these products onto only 40 network delivered services, Telekom Malaysia is able to simply the provisioning processes and introduction of new technologies and vendors.

The NIS in Telekom Malaysia’s OSS

Quicker realisation of business benefits and reduced risk were achieved through phased delivery, first addressing traditional wireline business services (carrier interconnect, frame relay and managed leased line), then residential services. Clarity will soon start addressing NGN (VoIP, IPVPN, WiMAX, Triple-play) and will consolidate a further 6 inventory systems in the process.

Telekom Malaysia and Clarity are working together to gather and cleanse data from almost 1000 exchanges, PoPs and sites, by:

• Training Telekom Malaysia’s staff to perform data audits

• Employing Clarity’s innovative templates to guide Telekom Malaysia’s staff through data auditing

• Tracking the audit/cleansing process, in terms of sites audited, regional completeness and level of quality achieved.

Demonstrating its value as a consolidated inventory system, the NIS will serve 9 order management and CRM systems supporting both traditional and next generation services and 12

CRM

Over 100Products

NetworkCapabilities

andReach

Multi-technology

Multi-vendor

Multi-domain

Network Inventory System

40 Service Types

Structured Workflow

Simplification, standardisation,control and monitoring of

provisioning and engineering

Faster introduction of newtechnologies and network vendors

Up-stream CRM and Order Handling Systems

Down-stream Systems, Dependent on Inventory Information

Strategic SOA/EAI

CISICAMS

iCARE

MSOS

CARES

MIPS

GB CARES

GEMS

LNMS

ANI

E-TRANS

ASAS

Alert

SAMS

eQUEST

FRAUD

Billing

DW

INMS

SMART

WebSTAR

NIS - Consolidated Inventory

Services

Logical

Physical

Identifiers Workflo

w

Visu

alisation

Rep

ortin

g

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OSS platforms will be dependent on Clarity’s solution for accurate reference information.

Business Benefits Realised

By consolidating legacy inventory systems onto one platform, providing structured workflow and exposing accurate reference information into the OSS through strategic SOA/EAI, Telekom Malaysia have achieved numerous business benefits. Although technical in nature, these benefits combine with and complement those from the wider OSS transformation, helping Telekom Malaysia:

• Meet demands for broadband services using existing legacy infrastructure

• Prepare for the NGN technologies and services, confident that the OSS will allow exploitation of potential

• Defend market share against agile new entrants.

By consolidating many inventory systems into one, Telekom Malaysia has reduced its IT and maintenance costs. Exposing the single inventory system into the strategic SOA/EAI will further reduced the cost and lead-time for integration of new systems – in fact, almost half of the interfaces to the NIS will exploit the strategic SOA/EAI platform.

Transforming over 100 products with independent and hard-coded workflow and screens into 40 generic and centrally managed network services has reduced time-to-market for new services and reduced the impacts of adding new technologies and vendors.

By virtue of this approach, it has been possible to implement all necessary modifications to the inventory system for new products in a few days rather than weeks or months.

Clarity plays a central role in provisioning business services by providing workflow and controlled access to the inventory for design-assign activities. It supports the rapid growth in Managed Leased Line services, the more gradual growth in Point of Interconnect services and the gradual retirement of Frame Relay services.

Provisioning of Business Services

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Cumulative Provisioning Orders

Managed Leased Line Frame Relay Point of Interconnect

Business Services Growth Designed in Clarity NIS

Increased predictability in the time to provision allows Telekom Malaysia to be more aggressive in its SLA definitions, while a Mean-Time-To-Provide KPI provides the basis of monitoring on-going business improvement.

Provisioning Durations in Days

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Number of Orders

Managed Leased Line Frame Relay Point of Interconnect

Duration of Service Provisioning in Clarity

Clarity is also used to manage reactive and proactive planning of network infrastructure. By providing a single inventory database,

“Successful OSS transformations rely on the customer and vendor working together to overcome challenges that may not have been foreseen at the start. This applies particularly to data migration and integration; areas where projects can fail through a lack of flexibility and collaboration. Telekom Malaysia and Clarity have worked hard together to achieve a high quality of data and ensure that the right information is available where and when it is needed”

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planned and deployed resources are made immediately available for service provisioning activities.

Infrastructure Build Activities

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Number of Activities

Reactive Proactive

Proactive and Reactive Infrastructure Build Activities, Managed in Clarity

The NIS also allows Telekom Malaysia to monitor the time taken to implement infrastructure build activities, and so monitor on-going business improvement in the network plan and build process area.

Completed Infrastructure Tasks in Days

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Completed Infrastructure Tasks

Completed Infrastructure Tasks

Completed Infrastructure Build Tasks, by Duration

As a result of customer enablement activities, Telekom Malaysia is now self-sufficient in report specification having created over 140 business specific reports covering inventory and capacity management, service and technology specific provisioning and administrative actions.

Telekom Malaysia has also been responsible for the implementation of Clarity’s Planned Event Management module. Even within the first few weeks of operation, this was having a positive affect by guiding proactive handling of maintenance and engineering activities which could impact customers.

Proactive Management of Customer Impacting Events

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Days from Feature IntroductionNo. of Managed Impacts

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No. of Planned Events

Cumulative Impacts Managed Proactively Number o f P lanned Events

Increase in Customer Impacts Proactively Handled, Clarity Planned Events Management

Clarity has supported Telekom Malaysia through its customer enablement activities. This is important in reducing the long-term cost of ownership of the NIS.

Number of Users and User Activity

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No. of Active Users

Number of Service Orders Number of Users

Activities and Active Users

Take-up of the system within Telekom Malaysia has been positive, with increases in the number of users with each new functional release.

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What the Customer Thought

Clarity’s solution has helped Telekom Malaysia support the nation’s drive to become a “high technology hub” for South-east Asia.

Both Telekom Malaysia and Clarity are dedicated to collaboration to make NIS a success, as illustrated in key project areas:

• Migration; where a major data cleansing activity, supported by Clarity data entry scripts, covering almost 1000 sites, is improving the quality of data held in the system

• Integration; where Telekom Malaysia and Clarity had to show flexibility in aligning the integration plans of 21 external OSS systems.

The Future

As a result of the NIS, Telekom Malaysia has a consolidated inventory system which allows them to model their diverse, multi-vendor and multi-technology network in one system. A rich supply of accurate reference network, service and customer information is exposed into the OSS via their strategic EAI platform which utilises an NGOSS styled architecture.

Having addressed traditional business services, Clarity is now focusing on residential services including broadband. Beyond this, Clarity’s system can help Telekom Malaysia build a comprehensive inventory solution for its NGN. This includes the deployment of WiMAX technology as a means to increase the penetration of broadband services in areas where the copper network infrastructure is not suitable and deployment of value-added services such as VoIP.

Potential exists for Telekom Malaysia to deploy Clarity flow-through provisioning and assurance solutions. In particular, Clarity’s solutions for field-force logistics and SLA management will be very relevant for Telekom Malaysia, as it deploys sophisticated services to an increasingly technology aware and demanding population.

“We are aggressively rolling out NGN infrastructure inc. Digital Local Switches, Broadband Wireless & IP MPLS. Clarity provides accurate organisation-wide visibility of this infrastructure. The same day it’s deployed, we can have infrastructure assigned to customers, generating revenue & managed 24 x 7”

Deployment of Clarity’s solution to date has been very successful and our phased approach has allowed for a more concise and consolidated roll out.

Moving toward unified OSS has ensured we can rationalise and better manage our assets; with over 31 million kilometres of network, including 8.7 million exchange lines to track, the completion of the second phase of roll out will ensure that Clarity can help us monitor and utilise the network more efficiently.

Abdul Latib Tokimin, Vice President, Network Operations, Telekom Malaysia Wholesale

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About Telekom Malaysia

Telekom Malaysia Berhad (TM), a leading regional information and communications group, offers a comprehensive range of communication services and solutions in fixed-line, mobile, data and broadband. As one of the largest listed companies on Bursa Malaysia with an operating revenue of more than RM16 billion, TM is driven to deliver value to its stakeholders in a highly competitive environment.

The Group places emphasis on continuing customer service quality enhancements and innovations. Currently, with investments and operations in 13 countries around Asia and globally, TM is focused on sustainable growth in both the local and international markets.

On the Corporate Social Responsibility (CSR) front, the Group has always been a major corporate contributor towards responsible activities in the belief that these practices are a fundamental tenet of good corporate governance. The Group promotes 3 major platforms i.e. education, sports development and community/nation-building. Under education, TM has spent some RM800 million to develop Multimedia University with more than 20,000 students. TM has also provided scholarships to over 10,000 graduates pursuing academic programmes locally and overseas. On the sports front, TM is actively contributing towards the upliftment of football at all levels while under the community/nation-building platform, the Group contributes towards causes that bring value to the community and nation at large.

For further information on TM, visit www.tm.com.my.

CLARITY INTERNATIONAL LIMITED

15 BLUE STREET

NORTH SYDNEY NSW 2060

AUSTRALIA

TEL: +61 2 9925 5000

FAX: +61 2 9955 9999

WWW.CLARITY.COM

About Clarity

Clarity enables its customers to simplify their operations with a unified operational management solution. Clarity provides an integrated, modular solution to optimise and automate core operational processes to manage network build and movements, develop and sell next generation products, and deliver and assure the quality of customer services.

Clarity solutions provide the lowest total cost of ownership using embedded best practices and process-driven workflow to reduce the complexity, risk and cost of operations. Clarity empowers its customers to generate and protect revenue and enhance the complete customer experience. With over 35 Telecom Tier 1, 2 and 3 customers worldwide, Clarity solutions currently help utilities around the world manage over 250 million subscribers.

Established in 1994, Clarity has offices worldwide. For more information, please visit us at www.clarity.com.