1 Network Management Chapter 5 IP/eBusiness Management POSTEC Lecture May 29-June 5, 2008 Masayoshi...

1

Network Management

Chapter 5 　 IP/eBusiness Management 　

POSTEC Lecture　

May 29-June 5, 2008

Masayoshi Ejiri Japan

2

Agenda

1. ICT Operations and Management - Service Industries - ICT Services and Networks— - Target of the Management 2, 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 Ma

nagement

3

Agenda

• Paradigm shift• IP/eBusiness management beyond TMN• eTOM : enhanced Telecom Operation Map

Process components

Process flow

Process and function ( Rec. M 3400)

ITIL ( IT Infrastructure Library )

4

New Paradigms of ICT Industry

·Open MarketOpen Market

·Inter NetworkingInter Networking

·Virtual Service ProviderVirtual Service Provider

DeregulationDeregulation

Customers’ DemandCustomers’ Demand

Technology Technology ConvergenceConvergence

Business Convergence

5

ICT Market Trend

• Past(~1985): Monopoly, Regulated Market. PSTN based telephone services by mega carriers to

Reactive customers

• Current(~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 customers

• Future(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 management• TMN Architecture and FCAPS

Current• Top down approach for Customer retention and profit

conscious resource management.• Process evolution for customer self operations• N3B(Not Built But Buy) OSS by COTS and PnP

Future• Customer driven services and operation using Web 2.0• Context, Contents and SLA aware management

7

1, Monopoly, Regulated Market ( 1890’s -1980’s)

Services• POTS on PSTN • by mega carriers (ROC: Recognized Operating Company)• SP( Service Provider) centricSP’s Targets• Establish nation wide ubiquitous telephone network by automa

ted SW network• On Demand subscription.

Operations and OSS• NEsupervise and Control by on site maintenance, then Centrali

zed NE maintenance• Random ,Individual and Proprietary OSS Development• Human and paper based CC&B (Customer Care and Billing)

POTS : Plane Old Telephone ServicePSTN : Public Switched Telephone NetworkNE : Network Element

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2, Competitive, Deregulated Market ( 1985~)

Services:

• Telephone on PSTN and Mobile• by competition among conventional carriers and new comers• To reactive customers but Price Down Pressure ( Price Competitio

n )SP’s Target :• CAPEX/OPEX cost down for price down• Up Graded CC&B for customer retention• Competitive but Interoperable Operations among SPsOperations and OSS• Operations Mission and Positioning• Customer Oriented Top Down approach• Systematic and Standardized OSS development on TMN• Vertical process integration ( FAB)

9

ITU-T TMN Recommendations

• TMN Functional Architecture • LLA : Logical Layered Architecture• TMN Information Architecture• TMN Physical Architecture • TMN Management Area • TMN Management Services

10

TOM : Telecom Operations Map TOM : Telecom Operations Map A Service Management Business Process ModelA Service Management Business Process Model

(TMF : TeleManagement Forum 1995)(TMF : TeleManagement Forum 1995)http://www.tmforum.orghttp://www.tmforum.org

Customer Care Process

SalesOrder

HandlingProblemHandling

CustomerQoS

Management

Invoicing/Collections

Service Development and Operations Processes

ServicePlanning/

Development

ServiceConfiguration

ServiceProblem

Resolution

ServiceQuality

Management

Rating andDiscounting

Network and Systems Management Processes

NetworkPlanning/

Development

NetworkProvisioning

NetworkInventory

Management

NetworkMaintenance& Restoration

Network DataManagement

Customer Interface Management Process

Customer

Physical Network and Information Technology

InformationSystemsManagementProcesses

Element Management Technology Related

ServiceManagement

NetworkManagement

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3, IP/eBusiness Market ( 1995~ )Services :• Voice and Data on PSTN, Mobile and Internet• by cross industry cooperation and competition• to customers with free hand of service selectionSP’s Target :• Realize lower price services by packaged Price• Develop rich services by collaboration with other industries ( ex with

Application/Contents providers)• QoS/QoE enabled service operations • Industry wide Operations in ICT worldOperations and OSS :• share common business process ,architecture, information model ,int

erface etc. among IT and ICT SDOs eTOM/SID, ITIL, ITU-T Recommendation , TISPAN/3GPP • Visible Operations on established Service Architecture and SLA• Deploy/develop N3B OSS products based on standards and COTS/PnP

N3B : Not Built But Buy

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Paradigm Shift

tBusiness? iBusiness?

Simple Network/Serviceson POTS

• Regulated Market• Dominant Carrier•SP defined Service menu.•Best Effort SLA

Multi, HeterogeneousNetwork/ Serviceson IP

• Open Market• Multi SP•Customer combined Service•Compromised SLA

eBusiness?

UbiquitousNetwork/ Serviceson Nomadic

• Personal Market• Virtual SP•Customer defined Service•Satisfied SLA

t: telephone i: internet e: enjoyable

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IP Services--for Speed, Simple and Smile eBusiness--

Customers’ Demand Providers’ Solution

• Speedy / Easy Subscription On Line, Real Time Provisioning

• Non Stop Services Reliable & Scalable Networks / Systems

• Quick Response High Throughput Mechanism

• Secure Services Security Level Agreement

• Price Performance Negotiation

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IP Management Architecture

LayerLayer MOMO FunctionFunction

IP Customer Care IP Customer Care LayerLayer

IP Application LayerIP Application Layer

IP Service LayerIP Service Layer

IP Transport LayerIP Transport Layer

Service NegotiationService NegotiationSelf OperationSelf Operation

Application Dependent Application Dependent TransportTransport

IP dependent / AP IP dependent / AP Independent TransportIndependent Transport

IP Independent IP Independent TransportTransport

Customer Interaction Process

VOIP, Conference, e-Business, Multicast, etc.

Router, IP Service Node, etc

Photonic, SDH, ATM, POTS LAN, WAN, Access, etc.

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Copyright © FUJITSU LIMITED, 2000

e-Business Modele-Business Modele-Business Model

Logistics

EndUsers

Contents

IPTransport

IPManagement ISP, BSPISP, BSP

e-Businesse-BusinessManagementManagement

CSP ASPCSP ASP

IP ServiceIP ServiceManagementManagement

Delivery Platform

16

TMN to e-Business Management Solution

TMN

BM

NM

EM

NM

SM

EMEM

eMS

NM

BM

SM

RM

Negotiation

Visibility

•Network•Services•Human•Finance …...

TelecommunicationsManagementNetwork

e-BusinessManagementSolution

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Lessons Learnt from Logistic Industry

• Basic Service : ex. Collection of goods from location A and deliver to location B

- Transport services • Associated services : Convenience Store acts as a

mediator for collection. Deliveries be arranged in agreed time and traceable.

- Operations Services • Value added Services : Perishable goods ( fish, fruit) be

transported using a cold storage , delicate good be transported using hanging

- Contents Aware Delivery Services

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Resource Management

End Users

Content Aware　 Delivery Management

eBusinessManagement

IP/eBusiness Management Architecture

SLA onNegotiation

OLA on Partnership

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Resource Management

Logistics

End Users

Contents

eBusiness

Media Gateway Agent/Portal

Content Aware Management

eBusiness

Management.

Resources

Services Management

Contents ID Mgt.

Contents Integration Billing

eBusiness Services and Management Architecture

Content Delivery

IP Bearer

BankingAuction

Transactions

Content Services

Application Services

AdvertisingSaaS

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SLA and OLA in eBusiness Management

Customer( eBusiness)

Partners

TransportResource

•Content Delivery Services SLA•Transport Services SLA

•Operations ServicesSLA

Resource ProvisioningOLA

Operations SupportOLA

SLANegotiation

OLA Negotiation

Operations Resource

Content Delivery Resource

Transport Services OLAService Provider

Communications Resource Suppliers

Operations Resource Supporters

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Key Words for IP/eBusiness management

• Partnership : Common BP & Interface• TMN to eMS(eBusiness Management Solutions)• Adaptive & Customer Driven Business Process• Consensus among Industries and Customers

• Negotiation & SLA : Differentiation• Policy Based Negotiation Management

• Customer Self Operations• QoS oriented Secure & Customer perceptible SLA

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IP/eBusiness Management

Why ?Why ? Support eBusiness by Competitive ServiceSupport eBusiness by Competitive Service

Creation in New ParadigmCreation in New Paradigm

What ?What ? Negotiation for Customer Defined ServiceNegotiation for Customer Defined Service

ss

and SLAand SLA

How ?How ? Policy Based Management and COTS/ PnPPolicy Based Management and COTS/ PnP

OSSOSS

23

Business Process-TOM to eTOM--

• eBusiness Oriented TOM • Open ,Visible Process for Customer retention • Common Business process for Partnership • Enterprise 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.

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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.

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ITU-T Rec. M3050 series

• M3050.0 : eTOM-Introduction• M3050.1 : eTOM-The business process framework• M3050.2 : eTOM-Process decomposition and descriptions• M3050.3 : eTOM-Representative procces flows• M3050.4 : B2B integration: Using B2B inter-enterprise integrati

on with the eTOM• M3050 Supplement 1: eTOM-An Interim View of and Interpreter’

s Guide for eTOM and ITIL Practicioners• M3050 Supplement 2: eTOM-Public B2B Business Operations M

ap( BOM)• M3050 Supplement 3: eTOM to M3400 mapping• M3050 Supplement 4: An eTOM Primer

27M .3050.0_F1

Relationship between the management service/function and business process approaches

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Scope of IP/eBusiness Management

SP Policy PlaneSP Policy Plane

IP Service PlaneIP Service Plane

Service Network

Human Finance

Operations

Resource

eBusiness(Customer)

Operator

OSS

IPTransmissionService

IPOperationsService

Partner

Policy

Manager

OSS

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Customers

EnterpriseEnvironment

OperationsResource

Operations Services & Marketing

Communications Services

Policy

Support

Management Information

Alliance

CustomerOperations

PoliticsEconomics

Service Provider

Supply

Communications Resource Suppliers

Operations Resource Supporters

Partners Partners

TransportResource

ContentDeliveryResource

SP’s Business Process Overview

Communications Resource

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Element Management

Network Management

BusinessManagement

ServiceManagement

Operations

Fulfillment Assurance BillingOperationsSupport &Readiness

Customer Relationship Management

Service Management & Operations

Resource Management & Operations

Supplier/Partner Relationship Management

(Application, Computing and Network)

Enterprise Management

Strategic &EnterprisePlanning

Financial & AssetManagement

Enterprise QualityManagement, Process & ITPlanning & Architecture

Stakeholder & ExternalRelations Management

Brand Management,Market Research &Advertising

Human ResourcesManagement

Disaster Recovery,Security & FraudManagement

Research &Development,TechnologyAcquisition

Strategy, Infrastructure & Product

ProductLifecycleManagement

InfrastructureLifecycleManagement

Strategy &Commit

Marketing & Offer Management

Service Development & Management

Resource Development & Management

Supply Chain Development & Management

(Application, Computing and Network)

Customer

TMN Layers correspond with TOM horizontals

TOM processes are captured in “FAB” area of eTOM Operations

eTOM maps the NGOSS Business View

Network and Systems Management Processes

Service Development and Operations Processes

Customer Care Processes

Customer

Network Element Management Processes

Info

rmatio

n S

ystems M

anag

emen

t Pro

cesses

NetworkPlanning andDevelopment

NetworkProvisioning

NetworkMaintenance &

Restoration


NetworkInventory

Management

ServicePlanning andDevelopment

ServiceProblem

Management

ServiceQuality

Management

Rating andDiscounting


Customer Interface Management Processes

SalesOrder

Handling

Invoicingand

Collections

ProblemHandling

CustomerQoS

Management

Physical Resource and Information Technology

Syste

ms

Analys

is &

Desig

nSyste

ms

Syste

ms

Analys

is &

Analys

is &

Desig

n

Desig

n

Shar

ed

Info

rmat

ion &

Data

Mod

el(SID

)

Business

Process Analysis

& Design

Business

Business

Process Analysis

Process Analysis

& Design

& Design

Business

Process Map

(eTOM)

Compl

ianc

eTe

sts

Solutio

n

Confo

rman

ce

Tes

tingSol

ution

Solutio

n

Confo

rman

ce

Confo

rman

ce

Tes

ting

Tes

ting

SolutionAnalysis &

Design

Solution

SolutionAnalysis &

Analysis &Design

Design

Contract Interface &

Technology

Neutral ArchitectureNGOSSNGOSS

SupportingSupportingToolsTools

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eTOM: Linkage to NGOSS

• eTOM provides the NGOSS Business View

• eTOM processes, flows and information are input as requirements to the NGOSS System View

• Feedback from the NGOSS development cycle is used to validate the eTOM

System

s

Analysis

&Des

ign

System

s

System

s

Analysis

&

Analysis

&Des

ign

Design

Shar

ed

Info

rmat

ion &

Data

Mod

el(SID

)

Business

Process Analysis

& Design

Business

Business

Process Analysis

Process Analysis

& Design

& Design

Business

Process Map

(eTOM)

Compl

ianc

eTe

sts

Solutio

n

Confo

rman

ce

Tes

tingSol

ution

Solutio

n

Confo

rman

ce

Confo

rman

ce

Tes

ting

Tes

ting

SolutionAnalysis &

Design

Solution

SolutionAnalysis &

Analysis &Design

Design

Contract Interface &

Technology

Neutral ArchitectureNGOSSNGOSS

SupportingSupportingToolsTools

32

Process Lifecycle

Figure 7. Process Lifecycle and Components of Resource Provisioning

Planning

Design

Procurement

Installation

Enterprise

Services Planning

Services Strategy

Partner( NE Supplier)

TM,PM&SO

Resource Status Data(Product)

Traffic/QoSData

NW( logical & physical)Data

Sales Target

NE Data

PerformanceData(Pre-Product)

NE

NW/NE Data

Operations Data

Maintenance

Marketing

: Lifecycle Process Flows and Components

33

Service SP

SP:Strategy/Policy

Service Planning

& Commitment

Resource SP

Technology SP

TechnologySurvey

NW SP

NE SP

TechnologyResearch & Development

NW Planning

Space Planning

NE Planning

Space : Building, Electric Power, Duct,Floor,etc.

Resource Commitment

RM Horizontal Integration(1)

34

NE Design

Space Design

NW Design

Space Construction

NEProcurement

NWProcurement

NWInstallation

NEInstallation

Buy/BuiltDecision

Procurement Planning

InstallationPlanning

NW/NE SP

Resource Delivery

ResourceQuality

Adjustment

Resource Assessment

ResourceMaintenance

RM Horizontal Integration(2)

35

: Technology/Resource SP

: Resource Planning & Commitment

: Resource Development

: Resource Installation

: Resource Delivery & Assessment

36

NE Configuration

Physical NW Configuration

Work Force Mgt.

Logical Resource Configurationex. Phone Number, Address

NW Performance Check & Report

Resource Configuration

Resource Performance & Fault

SM&O

Note: Performance includes Traffic

NE Performance Check & Report

OS&R

37


NE Events Analysis& Report

NW Events Analysis& Report

NW Performance Analysis & Report

Fault Analysis & Report

NE Repair

NW Re-Configuration

SM&O

Work Force Mgt.

OS&R

ResourceConfiguration Resource

Usage Data

38

Resource Usage Data

NE Usage Data Collection , Analysis& Report

NW Usage Data Collection , Analysis & Report


SM&O

39

:Level 1, ex. SM&O, RM&O

: Level 1.5 ex. RM&O( OS&R)

: Level 3 ( Proposed)

: Level 2 ( Modified )

Note for Slides

40

b Resource Development & Management decomposition into level 2 processes

ResourceDevelopment &Management

Resource Strategy& Planning

ResourceCapability Delivery

ResourceDevelopment &Retirement

ResourceProvisioning

Resource DataCollection &Processing

ResourceManagement &Operations

RM&O Support &Readiness

Resource TroubleManagement

ResourcePerformanceManagement

Level 2 Process Component of Resource Management

a, Resource Management &Operations decomposition into level 2 processes

41

ServiceManagement &Operations

Service ProblemManagement

Service QualityAnalysis, Action &Reporting

ServiceConfiguration &Activation

Service & SpecificInstance Rating

SM&O Support &ProcessManagement

SM&O Readiness

©TeleManagement Forum October, 2001

Service Management & Operations Level 2 Process

42


Strategy, Infrastructure & Product Operations

Fulfillment Assurance BillingProductLifecycleManagement


OperationsSupport &Readiness

Customer Relationship Management




Strategy & Commit





(Application, Computing and Network)(Application, Computing and Network)

Customer

Enterprise EffectivenessManagement

Knowledge & ResearchManagement

Enterprise RiskManagement

Strategic & EnterprisePlanning




eTOM - the Enhanced Telecom Operations Map®

43

Operations

Fulfillment Assurance BillingOperations Support & Readiness

Service Management &Operations

Resource Management &Operations

Supplier/Partner RelationshipManagement

Customer RelationshipManagement

Retention & Loyalty

Customer Interface Management

Selling

Resource Data Collection & Processing

Supplier/Partner Interface Management

S/P PerformanceManagement

S/P Problem Reporting &Management

S/P Requisition

Management


ResourceTrouble

Management

ResourcePerformance Management

ServiceQuality

Management

ServiceProblem

Management

CustomerQoS / SLA

Management

S/P Settlements& Billing

Management

Service &Specific Instance

Rating

Billing & Collections

Management

MarketingFulfillmentResponse

S/PRMSupport &Readiness

SM&O Support &Readiness


CRM Support &Readiness

ServiceConfiguration & Activation

OrderHandling

ProblemHandling

Retention & Loyalty


Selling


Supplier/Partner Interface Management


S/P Problem Reporting &Management

S/P Requisition

Management


ResourceTrouble

Management

ResourcePerformance Management

ServiceQuality

Management

ServiceProblem

Management

CustomerQoS / SLA

Management

S/P Settlements& Billing

Management

Service &Specific Instance

Rating

Billing & Collections

Management


S/PRMSupport &Readiness



CRM Support &Readiness

ServiceConfiguration & Activation

OrderHandling

ProblemHandling

Level 2 OPS processes

44

InfrastructureLifecycle Management

ProductLifecycle Management

Strategy & Commit






Sales Development

Product Marketing Communications

& Promotion

ServiceDevelopment &

Retirement

ResourceDevelopment &

Retirement

Supply Chain Development

& Change Management

MarketingCapability Delivery

Product & OfferCapability Delivery

Product & Offer Portfolio Planning

MarketStrategy &

Policy

ServiceCapabilityDelivery

Service Strategy & Planning

Resource Strategy & Planning

Supply ChainStrategy & Planning

ResourceCapabilityDelivery

Supply ChainCapabilityDelivery

Product & OfferDevelopment& Retirement

Sales Development

Product Marketing Communications

& Promotion

ServiceDevelopment &

Retirement

ResourceDevelopment &

Retirement

Supply Chain Development

& Change Management

MarketingCapability Delivery

Product & OfferCapability Delivery

Product & Offer Portfolio Planning

MarketStrategy &

Policy

ServiceCapabilityDelivery

Service Strategy & Planning

Resource Strategy & Planning

Supply ChainStrategy & Planning

ResourceCapabilityDelivery

Supply ChainCapabilityDelivery

Product & OfferDevelopment& Retirement

Level 2 SIP Processes

45

Process X

-Process Element X1

-Process Element X3

-Process Element X2

-Process Element X21




Process Decomposition

46

Process Decomposition• Concept and Overview : Level 0: • Common Process Oriented Components ( Entities) Process Groups ( V/H) for common understanding: Level 1 Components for Common Process: Level 2• Software Reuse Oriented Components Components common in Level 1 and specific in Level 2:

Level 3 Components common in Level 2 and specific in Level 3:

Level 4

Atomic Components ?

47

Fulfillment (L1)

Resource Management & Operations (L1)

Resource Provisioning (L2)

Allocate & DeliverResource (L3)

Configure & ActivateResource (L3)

Test Resource (L3)Collect, Update &Report Resource

Configuration Data (L3)

Example of Level 3 OPS processes

48Example of Level 3 Component of Service/Resource Management


©TeleManagement Forum April 2003

ReportResource Trouble

Correct & RecoverResource Trouble

Localise ResourceTrouble

Survey & AnalyseResource Trouble

Track & ManageResource Trouble

Evaluate and Qualify

Plan and assignResolution

Track ResolutionClose

and Report

Service Problem

Management

Diagnose

CloseResource Trouble

49

Service configuration and activation decomposition into level 3 processes

Resource provisioning decomposition into level 3 processes

50

Evaluation and Qualification

Resolution Planning

andAssignment

Resolution Tracking

Closing and

Reporting

Service Problem

Management

Diagnosis

Problem Request Receipt

Problem TestingPerformance

Problem Qualification

Problem Escalation

Diagnosis ofProblem

Identification ofResolution

Responsibility

Resolution OptionInvestigation andRecommendation

Monitoring of Fault Resolution

Progress Reporting

ScheduledTask

Specific ActivityAssignment

Service Testing

Repair and Reconfiguration

Checking

Issue of clearedProblem Report

Service Problem Management-Level 3/4 Process

51

Process Decompositions : Order HandlingProcess Decompositions : Order Handling

Order Handling

CreditA uthorization

Order Issuance Order Trackingand Status

PreorderFeasibilityDetermination

Order Completion

Receive Pre-OrderFeas ibility Request

Order PlanDevelopment

Order Creation Confirm OrderCompletion w ithCustomer

Report unmetcommitments orcapabilities

Status Report

CustomerJeopardyNotif ication

Committed DateRe-negotiatio w /Customer

Validate info forAssurance andBilling

CustomerSatisfactionValidation

Conf irm CustomerValue delivery

Billing SatisfactionValidation

Test solution anddemonstrate tocust

Order Cancellation

Order Amendment

Obtain AppropriateApprovals

Advise andNegotiateA cceptable Terms

Order RequestValidation

Issue Pre-OrderFeasibility Study

CreditInvestigationDetermination

CreditInvestigation

StatusEs tablishment andManagement

Manage Customerchanges toA greement Con

Train the customer

Follow up onoptimal CustomerUtilisation

© TeleManagement Forum eTOM April 2001

TEA M DRAFT

Level 2

Level 3

Level 4

52



Stakeholder& ExternalRelations Management







Stakeholder& ExternalRelations Management






Business Development

Strategic Business Planning

Enterprise Architecture Management

GroupEnterprise Management

AssetManagement

Financial Management

Community Relations Management

Corporate Comms & Image Mgt

Enterprise Quality Management

Process Management& Support

Organization Development

HR Policies& Practices

Knowledge Management

ProcurementManagement

Security Management

Business Continuity Management

Fraud Management

Insurance Management

Audit Management

Program& Project Management

Enterprise Performance Assessment

Facilities Management& Support

ResearchManagement

Technology Scanning

Level 0

Level 1

Level 2

ShareholderRelations Management

Regulatory Management

Legal Management

Board & Shares/Secur.Management

Workforce Strategy

Workforce Development

Employee& Labor Relations Mgt

EM Processes

53

Process Flow

Process/Behavior

Target/Driver

Target/Driver

Driver Target

P/B

P/B

P/B

P/B

P/B:Process/Behavior

Target/Driver

Target/Driver

Target/Driver

Target/Driver

54

Customer Order

Customer Request

Resource Activated

SellingOrder

Handling

Resource Provisioning


&Activation

Request Service

Activation

Request ResourceActivation

Order completed

Service Activated

Example of Process Flow

55

Billing Process Flow


1. network (usage) data

Rating &Discounting

Invoicing &Collection

2. Aggregated usage data

3. Summarizedbill content

Special discounts

Customer(Billing inquiry& Payments)

Activate Billing CycleCustomer Account 4. Generate

Bills

Collect

Invoice

Rate

Collect

Discount

Collate

Aggregate

from FulfilmentProcesses

(Ordering)

from Assurance Processes

(Problem Handling)

SLA violations

Network Element Management & Network Elements

Other Providers

Key: Activities

Processes

Cross FAB Process I/f Inter-process I/f

Inter SP process I/f

56

Order Handling

Customer Order toOrder Handling

Order Completionadvice

End-to-endService

Testcompleted

Service Details forAssurance

Service Detailsfor Billing

Design andTechnology

selectionRequest

DetailedDesign

Request DetailedConfirmation by

Engineering

CustomeracceptsDesign

Pre-Order to Order Handling Pre-Order result

PreOrder Feasibility Determination

Order IssuanceCredit Authorization

Send PreOrder Feasibilityrequest

Get preOrder resullts

Order Completion

Order Tracking and Status

InternalWorkOrder

Design of solution

Coordination of Supplier/partnercomponents

Level 4 processes

Order Tracking and Status

Order Handling Process Flow at Level 3

57

Ordering Level 2 Process Flow

58

Why use eTOM?

• eTOM makes available a standard structure, terminology and classification scheme for describing business processes and their constituent building blocks

• eTOM supplies a foundation for applying enterprise-wide discipline to the development of business processes

• eTOM provides a basis for understanding and managing portfolios of IT applications in terms of business process requirements

• eTOM 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 systems

• eTOM 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

59

eTOM is a reference guideline in the definition of the Vodafone worldwide IT Enterprise Architecture.

Telstra enhanced the core eTOM Framework to create a Framework for all Process Elements in Telstra down to Level 4.

eTOM is referenced in the design and implementation of the New Broadband Services Management Architecture.

eTOM is used in the definition and implementation of the business Process Framework for the merged Telia and Sonera companies.

eTOM is used to provide the basic framework for describing the process scope and positions the process capabilities of current / future systems. It also provides a neutral reference model with an associated lexicon for the processes to be addressed.

eTOM is used to map functionality of existing systemsand discover redundancies.

Recent Reports on eTOM Adoptions (SPs)

60

Reorganized existing BPM and Best Practices around eTOM,

with strategic decision to increase participation in eTOM team

work. Introduced internal eTOM training, with eTOM as a

common language and reference throughout the company.

Mapped Amdocs products to eTOM, and used as sales tool.

Used eTOM to map existing industry processes, analyze

business drivers and pains, and guide the design of new

processes. Also,as a framework for ISV & SI Partnerships

Have developed Telecom Reference Business Model based

on eTOM (Levels 1,2 & 3), and extended to Levels 5 & 6 for

business scenario investigation, legacy system gap analysis,

new OSS/BSS specification, consultancy support, etc

Used eTOM for internal product training, product

features cross - referencing nd functional gap analysis,

marketing analysis (competitors/partners), customer

communication (incl. RFI/RFP), workflow “seed”

processes

Used eTOM for mapping Motorola products and

managed services, for gap analysis of solution portfolio

and for partnership communications

Recent Reports on eTOM Adoptions (Vendors, SIs, etc)

61

Process, Function and Data• 　　　

Process

Function Sets

Data

eTOM

M3400

SID

62

Process and Function

• Processes 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

M .3050S U P P.3_F03C R U D : C rea te , R e a d , U p d a te , D e le te

P r o c e s s 1 P r o c e s s 2

T rig g e r 1

R e s u lt 1

R e s u lt 2 T r ig g e r 2

R e s u lt 1

R e s u lt 2S te p 3 S te p 1

F u n c tio n3

S te p 1

F u n c tio n1

F u n c tio n2

S te p 2

F u n c tio n4

S te p 2

D a ta 1 D a ta 2 D a ta 3 D a ta 4 D a ta 5

C R U D

64

Processes, function set groups and data areas

M .3050S U P P.3_F04

F u n ctio n se t g ro up s (M .3 4 0 0)

P ro v is io n in g A la rms u rv e i lla n ce

F au ltlo c a liz a tio n

T ro u b lea d m in .

P erf o rm a n c eq u a li ty

a s s u r an c e

P erf o rm a n c ea n a ly s is

N e tw o rkp la n n in g /

e n g in e e r in g

P erf o rm a n c em o n i to r in gIn s ta lla ti o n Te s tin g F au lt

c o r re c t io nS ec u r itya d m in .

P erf o rm a n c em a n a g e m en t

c o n tr o l

C o n ta in m en t& re c o v e ry

R A Sa s s u r an c e

S ta tu s &c o n tr o l

D e te c tio nU s a g e

m e a s u re m e n t

R M & O L eve l 2 p ro cesses fro m eT O M

R e s o u r cep ro v is io n in g

R e s o u r ce d a tac o l le c tio n &p ro c e s s in g

R M & O S u p p o r t &R e a d in e s s

R e s o u r ce t ro u b lem a n a g e m en t

R e s o u r cep er fo rm a n c em a n a g e m en t

D a ta a rea s

P la n n in g p o l ic y& ru le s

To p o lo g ie s N e tw o rkc o n f ig u ra tio n

P h y s ic a lin v en to ry

U s a g e P ro b le m sM ea s u re m e n t s &

p er fo rm a n c e

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 Management Functional Areas

M3400SecurityManagement

M3400ConfigurationManagement

M3400FaultManagement

M3400PerformanceManagement

UsageMeasurement

Tariffing/Pricing

Collectionsand

Finance

EnterpriseControl

M3400AccountingManagement

5

Prevention

10 16 24

11 12 10 29 8

6 10 5 5 11 7

7 10 11 6

17 8 21 11

DetectionContainment & Recovery

SecurityAdministration

Network Planning

& EngineeringInstallation

Service Planning &Negotiation

ProvisioningStatus &Control

RAS QualityAssurance

AlarmSurveillance

FaultLocalization

FaultCorrection

TestingTrouble

Administration

PerformanceQuality

Assurance

PerformanceMonitoring

PerformanceAnalysis

Performance Management

Control

4 5 6 4 4

Accounting Management


FaultManagement

ConfigurationManagement

Security Management

M3400 - TMN Functional Decomposition

55

70

44

34

57

Total functional units = 260

67

Mappings between eTOM processes and Mappings between eTOM processes and M3400 functional unitsM3400 functional units

eTOM V4 = 72 (110 OPS L3) eTOM V6 = 72 (242 OPS & SIP)

M3400 = 23 (260)

eTOM V 4 Covered in M3400

OPS L3 110 69

SIP L2 16 14

EM L2 31 22

M3400 Covered in eTOM

Security 55 55

Configuration 70 69

Fault 44 44

Performance 34 34

Accounting 57 57

eTOM process M3400 functional Unit

mappings

68


RM&O Support & Readiness


ResourceTrouble

Management

Resource DataCollection &Processing


Fault Management

ConfigurationManagement

AccountingManagement

SecurityManagement

SecurityManagement

M.3400 MANAGEMENT FUNCTIONAL AREAS (MFA)

RM&O LEVEL 2PROCESSES v.3.5.

ENTERPRISE MANAGEMENT

RM&O level 2 Processes - M.3400 (MFA)

69

Configure & ActivateResource

Allocate & DeliverResource

Collect, Update &Report Resource

ConfigurationData

Test Resource

ProvisioningService Planning

and Negotiation

Installation Network Planning

andEngineering

M.3400 Configuration Management

RM&O Resource Provisioning (Level 3 Processes eTOM v.3.5)

Status and Control

RM&O Support & Readiness

SID LAYER Strategy, Infrastructure & Product

SM&O ServiceConfiguration &

Activation

CRMLAYER

RM&O Resource Provisioning - M.3400 Configuration Management

70

Localise ResourceTrouble

Survey & AnalyseResource Trouble

Track & ManageResource Trouble

Correct & RecoverResource Trouble

FaultCorrection

FaultLocalization

AlarmSurveillance

RAS QualityAssurance

M.3400 Fault Management

RM&O Resource Trouble Management (Level 3 Processes eTOM v.3.5)

TestingTrouble

Administration

Report ResourceTrouble

Close ResourceTrouble

??

RM&O Resource Trouble Management - M.3400 Fault Management

71

Analyse ResourcePerformance

Monitor ResourcePerformance

Report ResourcePerformance

Control ResourcePerformance

PerformanceAnalysis


Control

PerformanceMonitoring

Performance QualityAssurance

M.3400 PerformanceManagement

RM&O Resource Performance Management (Level 3 Processes eTOM v.3.5)

RM&O Resource Performance Management - M.3400 Performance Management

72ENTERPRISE MANAGEMENT

Process Resource Data

Collect Resource Data

Audit ResourceUsage Data

Report ResourceData

EnterpriseControl

Collections andFinance

Tariffing /pricingUsage

Measurement

M.3400 AccountingManagement

RM&O Resource Data Collection & Processing (Level 3 Processes eTOM v.3.5)

SM&OService & Specific

Instance Rating

CRMBilling & Collection

Management


RM&O Resource Data Collection - M.3400 Accounting Management

73

eTOM-to-M.3400 mapping table

eTOM-to-M.3400 mapping tableThis appendix should be considered "informative". It provides an example of mapping eTOM processes (ITU-T Rec. M.3050.2 [6]) and the Function Set Groups as well as their underlying component Function Sets (ITU-T Rec. M.3400 [1]).

eTOM Process ID

Process.NameM.3400I

DFunction.Name

1.A Assurance

5 Performance Management

6 Fault Management

1.A.1.6 Problem Handling

6.4 Fault Correction

6.6 Trouble administration

1.A.1.6.1 Isolate Problem & Initiate Resolution

6.6.2 Trouble reporting function set

1.A.1.6.2 Report Problem

6.6.2 Trouble reporting function set

6.6.3 Trouble report status change notification function set

74

M.3400-to-eTOM mapping table

M.3400ID Function.NameeTOMProcess ID

Process.Name

5 Performance Management

1.A Assurance

1.B Billing

1.E.2 Enterprise Risk Management

1.F Fulfilment

1.O Operation Support & Readiness

1.OFAB.2 Service Management & Operation

1.OFAB.3 Resource Management & Operations

1.OFAB.4 Supplier/Partner Relationship Management

1.P Product Lifecycle Management

1.SIP.2 Service Development & Management

5.1 Performance Quality Assurance

1.A.2.4 Service Quality Management

1.A.3.3

Resource Trouble Management

1.F.3.2

Resource Provisioning

75

ITIL

Initially developed by UK government CCTA ( Central Computer and Telecommunications Agency ) in 1980’s. OGC ( Office of Government Commerce)

• Service Support : 308Pages• Service Delivery : 376Pages• Application Management :; 158Pages • Planning to Implement Service Management :208Pages• ICT Infrastructure Management : 283Pages• Security Management :124Pages• Business Perspective : NA

76

THE

BUSINESS

THE

TECHNOLOGY

Planning to Implement Service Management

The BusinessPerspective

ICTInfrastructureManagement

Application Management

Service Management

ServiceSupport

ServiceDelivery

SecurityManagement

ITIL Publication Framework

77

Service Level Mgmt

Financial Mgmt

Capacity Mgmt

Availability Mgmt

Continuity Mgmt

Configuration Mgmt

Change Mgmt

Incident Mgmt

Problem Mgmt

Release Mgmt

SERVICE DELIVERY SERVICE SUPPORT

Service Management

Service Delivery/Support Processes

78

ITIL Service Support Diagram (© OGC)

79

ITIL Service Delivery Diagram (© OGC)

80

Optimise Requirements

Design

BuildDeploy

Operate

Service Management Application Development

ServiceSupport

ServiceDelivery

Service Management Application Management

Application Management

Relationship between Service & Application Management

81

eTOM and ITIL Together


Strategy, Infrastructure & ProductOperationsFulfillmentAssuranceBillingProduct

LifecycleManagement


OperationsSupport &ReadinessCustomer Relationship Management




Strategy & CommitMarketing & Offer Management




(Application, Computing and Network)(Application, Computing and Network)

Customer








Business Process Needs

Filter & Reconcile

Best Practice Needs

eTOM Compliant Process Flows ITIL Compliant

Best Practices

Final Result:eTOM-compliant Business

Flows that Deliver ITIL-compliant Services

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 o

n 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 language • Aim 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

84

eTOM Process

ITIL Process

eTOM Process

ITIL Process

eTOM Process

ITIL Process

1

2

3

4

5

eTOM -> ITIL mapping ITIL -> eTOM mappingCombined mapping

eTOM->ITIL->eTOM mapping

85

Operations

Assurance BillingFulfilmentOperations Support &Readiness

Customer Relationship Management CRM




Retention & Loyalty

OrderHandling

Problem Handling CustomerQoS/SLAManagement

Billing &CollectionsManagement

ServiceConfiguration &Activation

Service ProblemManagement

Service & SpecificInstance Rating

Service QualityManagement



S/P ProblemReporting &Management

S/P Settlements& BillingManagement

S/P Interface Management



S/P RequisitionManagement


CRM - Support &Readiness


S/PRM Support &Readiness

Selling




FM SLM SD SLM

IM

IM

SLMIM

IM SD

FM

SLM IM

CaM SLM RM ChM

CM AM

RMChM

CM

PMRM IM ChM

CaM AM SLM

SLM RM ChM PM

CaM AM IMCaM

RM ChM

CMPM

RM ChMIM

PM

CaM

AM

CaM AM CM

SLM

IM PM IM AM SLM

IM SD

eTOM L2 Operations processes and ITIL processes

86

©TeleManagement Forum April 2003


Infrastructure LifecycleManagement

Product Lifecycle ManagementStrategy & Commit




Resource Strategy& Planning

ResourceCapability Delivery

Supply ChainCapability Delivery

Supply ChainStrategy &Planning

Supply ChainDevelopment & ChangeManagement

Service Development &RetirementService Strategy &

Planning

Service CapabilityDelivery

Resource Development& Retirement


Market Strategy &Policy

Product & OfferPortfolio Planning

Product & OfferCapabilityDelivery

MarketingCapabilityDelivery Product & Offer

Development &Retirement

Product MarketingCommunications &Promotion

SalesDevelopment

SLM

CaM RM

ChM

CaM AM SLM

CaM AM SLM

CaM RM ChM

CaM RM ChM

SLM

SLM RM ChM

eTOM L2 Strategy, Infrastructure & Product processes and ITIL processes

87


Financial & Asset Management

Stakeholder & External Relations Management

Knowledge & Research Management Human Resources Management

Enterprise Effectiveness Management

Enterprise Risk ManagementStrategic & Enterprise Planning

KnowledgeManagement

ResearchManagement

TechnologyScanning

F inancialManagement

AssetManagement

ProcurementManagement

Group EnterpriseManagement

BusinessContinuityManagement

SecurityManagement

FraudManagement

Audit Management InsuranceManagement

ProcessManagement &Support

Program &ProjectManagement

EnterprisePerformanceAssessment

FacilitiesManagement &Support

HR Policies &Practices

OrganizationDevelopment

WorkforceStrategy

WorkforceDevelopment

Employee &Labor RelationsManagement

EnterpriseQualityManagement

LegalManagement

RegulatoryManagement

ShareholderRelationsManagement

Board &Shares/SecuritiesManagement

CorporateCommunications &Image Management

CommunityRelationsManagement

EnterpriseArchitectureManagement

BusinessDevelopment

Strategic BusinessP lanning

FM

ITSC

AM

CM

CaM AM SLM

CM ITSC

SLM

CaM AM

CaM SLM

eTOM L2 Enterprise Management processes and ITIL processes

88

Legend

SD

IM

PM

ChM

RM

CM

SLM

AM

CaM

ITSC

FM

Highcorrelation

Service Desk

Incident Management

Problem Management

Change Management

Release Management

Configuration Management

Service Level ManagementIM

MediumCorrelation

IM

LowCorrelation

IM

Availability Management

Capacity Management

IT Service ContinuityManagement

Financial Managementfor IT Services

Service Support Service Delivery

89

Comparison of ITIL processes with eTOM level 2 processes

ITIL Function/Process

eTOM Level 2 Process

How ITIL supports the management of customer services

How ITIL supports the management of internal IT services

Service Desk CRM 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 Management

Customer Interface ManagementSellingOrder HandlingProblem HandlingCustomer QoS/SLA ManagementRetention & LoyaltyService

Incident 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• SD : 6,1,0• IM : 15,1 0• PM : 6,1,0• CbM : 6,1,0• RM : 4.8.0• CM : 12,10,3

Service delivery• SLM : 11,12,3• AM : 5,10,3• CaM : 6,11,2• FM : 2,9,2• ITSC : 0,6,2

eTOM Level 2 OPS(25), SIP(16), Ent(31)

91

Alert Warning that an incident has occurred.

Alarm An 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.

Asset Component of a business process. Assets can include people, accommodation, computer systems, networks, paper records, fax machines, etc.

Resource Resources 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.

Availability

Ability 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 as

Availability performance

The 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 this

Within ITIL the concept of Availability covers both eTOM terms.

ITIL Term Definitione TOM Equivalent Term Definition Comment

eTOM and ITIL terminology

92

Ordering Level 2 Process Flow

93

Ordering process dynamics flow

94M .3050S UP P.1(07)_F09

I n v e s t ig a tio n a n d d ia g n o s i s

S e r v ic e re q u e s tp r o c e d u re

I n c id en t o w n e rs h ip , m o n it o r in g ,tr a c k in g a n d c o m m u n ic a tio n

I n c id en t c lo s u re

R es o lu t io n a n d re c o v e r y

C la s s i f ic a tio n a n din i t ia l s u p p o r t

I n c id en t d e t e c t io n a n d re c o r d in g

P ro b le mre p o r t ed b yc u s t o m er

M a n a g ec o n ta c t

R e p o rtp ro b le m

E v a lu a tea n d q u a l if y

p ro b le m

Is o la tep ro b le m

in i t ia tere s o lu t io n

a n d

I n c id en to c cu re d

S u rv e y a n da n a ly z ere s o u rc et ro u b le

T ra c k a n dm a n a g e p ro b le m

T ra c k a n d m a n a g ere s o u rc e tr o u b le

L o ca lizere so u rce tro u b le

R e p o rtp ro b le m to S /P

P la n a s s ig nre s o lu t io n

a n d M a n a g e S /Pp ro b le m

re s o lu t io nC o rre c t a n dre co v e r

re s o u rc e t ro u b le

C lo s e re s o u rc et ro u b le

C lo s ere p o rt

a n d C lo s e p ro b le m

I n c id en tc lo s e d

S in c e r e s o lu tio na n d re c o v e r y o c c u r s

w ith in th es u p p l ie r /p a r tn e r 'sd o m ain o n c e th e

s u p p l ie r /p a r tn e r h a sn o t i f i e d th a t th e

in c id en t h a s b e enre s o lv e d th a t i t is

c lo s e d o u t w i th c u s to m e rth e

B e lie v e d to b eo p t io n a l f lo w

d ia g n o s ea n d

a n

a f te r p ro b le m

b e fo re p la n a n d a s s ig n re s o lu t io n

D ia g n o s ep ro b le m

Incident management

– Infrastructure failure (internal escalation)

95

Incident management service request (standard pre-approved changes)

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