Status of ICT Management and Operation (ICT M&O)

Fostering worldwide interoperabilityGeneva, 13-16 July 2009

Status of ICT Management and Operation (ICT M&O)

Zhao Ping, Qi FengCCSA

Global Standards Collaboration (GSC) 14DOCUMENT #: GSC14-PLEN-026FOR: PresentationSOURCE: CCSAAGENDA ITEM: Opening Plenary 6.9CONTACT(S): Mr. Zhao Ping, [email protected]

Fostering worldwide interoperability 2Geneva, 13-16 July 2009

About ICT Management & Operation （ M&O ）

ICT M&OICT infrastructure M&O: Core network, AN/HN, Terminal.ICT service M&O: Voice/Video/Data/Application service.ICT business M&O: Partnership/Business mode

ICT M&O serviceICT management & Operation as a service

ICT M&O standards

NELEML

NMLSMLBML

Data

Information

Knowledge

Wisdom

Signal

C2B

B2B

Q

FunctionInterface Information

Enterprise Management

Strategy, Infrastructure & Product Operations

Fulfillment Assurance BillingProductLifecycleManagement

InfrastructureLifecycleManagement

OperationsSupport &Readiness

Strategy &Commit




Strategy &Commit

Customer Relationship Management

Service Management & Operations

Resource Management & Operations

Supplier/Partner Relationship Management

Marketing & Offer Management

Service Development & Management

Resource Development & Management

Supply Chain Development & Management

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










Customer

Enterprise EffectivenessManagement

Enterprise RiskManagement

Strategic & EnterprisePlanning

Knowledge & ResearchManagement

Financial & AssetManagement

Stakeholder & ExternalRelations Management

Human ResourcesManagement








Continual ServiceImprovement

Cont

inua

l Ser

vice

Impr

ovem

ent

Continual Service

Improvem

ent

ITIL

ServiceDesign

ServiceTransition

ServiceOperation

ServiceStrategy

eTOM ITIL


CCSAICT infrastructure M&O standards:

Completed ： NGN/IMS management architectureCompleted: Technical Requirements of IPTV Management InterfaceDeliverable: Mobile wireless AN management.

ICT service M&O standards: Completed ： IPTV service management architecture.Completed ： IPTV service quality measurement.Deliverable: P2P management.Deliverable: Mobile Web service management.

ICT M&O service standards:Completed ： ICT M&O service framework Completed ： ICT M&O service definitionDeliverable ： ICT M&O service management processesDeliverable ： ICT M&O service support system requirementsDeliverable ： ICT M&O service database requirements for configuration management.

Promoting SP/NO’s new requirements.ITU-T Q13/SG2CJK9

Highlight of Current Activities(1)


ITU-T: NGNM, B2B, B2C, Management interface.TMF: eTOM, SDF, SID.BSI: ITIL-lifecycle.ISO/ICE: ISO20000 –processes.ISACA: COBIT.

Highlight of Current Activities(2)


Common architecture for ICT M&O with different SDOs harmonization.ICT service M&O to keep up with the pace of new ICT service development today and the new relationship among roles of SP, NO, enterprise or individual customer and user.ICT business M&O to support partnership management and business mode management.ICT M&O service to make ICT infrastructure \service \business M&O as an available service. ICT M&O implementation technologies such as SaaS, cloud computation, B2B, B2C etc.Methodology for ICT M&O standards’ continuous development.

Strategic Direction (1)


New priority requirements from SP/NOs:focusing on how to manage SP/NO world from the aspects of current telecom operators like China Telecom, China Mobile, which are playing SP/NO roles and facing the newly-changing requirements. Customer Self-service. Customer Identification Management.Huge number of service management.Products Lifecycle Management.Terminal management.

Strategic Direction (2)


Adapt to the changing factors in ICT environment:New ICT technologies appearing.Fast-pace ICT service evolution.Diversified ICT business mode and roles.

Manage the convergence of communication (telecom) and IT technologies, and its convergent business operation and roles such as NO and SP roles, SP and NO customers, SP and NO services, etc. which are so different from traditional telecom management.Harmonize the SDOs’ standards work since each SDO has its own standards in one specific area in ICT M&O standards field.Barriers exist in ICT management and operation standards because of the different culture ,different understanding about ICT etc.

Challenges (1)


Develop standards about the common ICT M&O architecture with SDOs harmonization.Focus upon ICT service M&O

IPTV OSS.online game management.P2P management.eWallet management etc.

Improve the standards about ICT M&O service.Service category and its definition.Service quality and SLA.Process, activities, support systems.Combination of TMN, eTOM, ITIL, etc.

ICT M&O system implementation technologies.

Next Steps/Actions (1)


Track the new priority ICT M&O requirements from SP/NOs:

unique SPs management Convergence of NO customers and SP users.Customer self-service /Customer Identification Management.Huge number of SP/NO services managementProduct Lifecycle ManagementTerminal management.

Cooperate with other SDOs to share the thoughts and working way.

Next Steps/Actions (2)


None.

Proposed Resolution [optional]


Supplementary Slides


Understanding ICT

ICT M&O RolesService Provider /Network Operator (SP/NO)Enterprise /Family /Individuals

Intranet

HNEnd

NGN

NGI

ICT infrastructure: Core/Access Network + Terminal

ICT serviceVoice/Video/DataInformation /Application service including P2P, online game, eWallet etc.

ICT businessValue chain /partnership, such as SP/NOBusiness mode


ITIL and eTOM - Working Together

SP Business Process Needs

eTOM Process Flows

ITIL Good Practices

Enterprise Management

Strategy, Infrastructure & Product Operations




Strategy &Commit




Strategy &Commit



















Customer















Filter & Reconcile

IT Good Practice Needs

Conclusion: eTOM and ITIL can offer complementary valueContinual Service

Improvement

Cont

inua

l Ser

vice

Impr

ovem

ent

Continual Service

Improvem

ent

ITIL

ServiceDesign

ServiceTransition

ServiceOperation

ServiceStrategy

Final ResultFinal ResulteTOM

Business Flows

that Deliver ITIL Good

Practice Services

John Long

How about "Reconcile and Assimilate"?


Current CCSA standards list

ICT M&O standards ：NGN management architecture.IPTV management architecture.IPTV end-to-end QoE measurement.IPTV terminal management.P2P management.

ICT M&O service:ICT M&O service framework ICT M&O service definitionICT M&O service management processesICT M&O service support system requirementsICT M&O service database requirements for configuration management


WorkingPeople

System Managed Objects

ICT M&O service framework

Outsourcing ICT M&O service

Activities

Outsourcing ICT M&O service

SLA

SLA

Management Framework

System

Workflow

Information Model

Management interface (Q)

Management Interface (F)

ProcessICT M&O service framework


ICT business today - SP/NO

Fiber, Copper, Duct,Physical media, etc.

VoIP, IPTV, OnlineGame, eCommerce,Searching, BestTone, IM, VAS, CP/SP etc.

GSM/3G, NGN/IMS, internet, PSTN,Wimax, LTE/B3G, ICT, BroadBand etc.

Tier 3 Operators

Tier 2 Operators

Tier 1 Operators

Future Telecom Business Transformations

Infrastructure Network Operator (NO) -10+

Service Provider (SP) - 1000 +


SP/NO business evolution

NO SP/NO Later-SP/NO

Number of ServiceCategory

M&O Customer involvement

PurchasingWay

Business Mode

NetworkImportance

10+

No

Order

Fixed and single

Owning

1000+

Interaction

Order + OnlinePay

Sharing

Renting

10000+

Experiencing-try

eCommerce

Flexible

Cheaper

Past Now Future


NO ManagementManage 10+ NO serviceService management functions

FABOrder purchasingSingle CRMNetwork management

SP/NO ManagementSPs or business mode managementManage 1000+ NO service and SP service bothService and products management functions:

FABSelf-service

Order purchasing + OnlinepayMulti CRMsNetwork management:Terminal management

Different management requirements


Customer Management

Service Management

Terminal Management

OSS

ManagementManagementProcessesProcesses

Network Management

•Customer Identification Mgt.•Online service purchasing•Unique SPs management

•Support 1000+ service•Product lifecycle management•Service package & logic management•Self-service management•New service management•Hotspot service management

•FCAPS•Application-oriented•Service strategy management•Network ID management

•Terminal management•Terminal-service correlation•Support new feature

•Support new process•Higher effective, lower cost coordination cross customer, service, network, terminal and OSS.

SP/NO’s priority requirements


Fiber, Copper, Duct,Physical media, etc.

VoIP, IPTV, OnlineGame, eCommerce,Searching, BestTone, IM, VAS, CP/SP etc.

GSM/3G, NGN/IMS, internet, PSTN,Wimax, LTE/B3G, ICT, BroadBand etc.

Infrastructure Network Operator (NO)

Service Provider (SP) SP1-UserSP3-User SPn-User

SP2-User

NO-User

Unique account management or Customer Identity management between SP and NO is needed.Mobility management is necessary.

SP+NO

SP/NO scenario: NO-users vs SP-users


END

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Status of ICT Management and Operation (ICT M&O)

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