Workflow-enabled Internet Service Delivery for a Variety of

Access Networks

ByungDeok Chung*, Hoon Choi** , SeongBeom Kim*

Operations Support System Laboratory, KT* Department of Computer Engineering, CNU**

Email:{bdchung,sbkimm}@kt.co.kr*, hchoi@ce.cnu.ac.krTel : 81-42-870-8620

APNOMS 2003

(2)APNOM 2003

IntroductionIntroduction

High speed Internet service users in Korea, exceeds about 10 million these days xDSL/FTTC enables Internet services at minimal cost Big issues with Network Service Provider(NSP) Develop Flexible, Cost effective, Operations Support system(OSS)s Cover Emerging (new compound and Cross-domain ) Internet services Automation of service provisioning and equipment activation Internet service installation cross domains with SLA Hard to support proper management by conventional concepts. Propose the workflow-enabed Internet Service Delivery based on Provisioning Model(PM) Workflow-based OSS-SDM (Service Delivery Management) Distributed , Mission-critical, Enterprise-wide & Inter-enterprise

Operator C

entricO

perator Centric

Each O

peration Centric

Each O

peration Centric

Operator C

entricO

perator Centric

Organization C

entricO

rganization Centric

Manual M

anipulationM

anual Manipulation

Custom

er Centric

Custom

er Centric

Business C

entricB

usiness Centric

Process C

entricP

rocess Centric

Autom

atic Manipulation

Autom

atic Manipulation

Service Management

Changes

(3)APNOM 2003

9

6.65

2.5

19.5

14.813

7.5

3.52.6 2 2

0

2

4

6

8

10

12

14

16

18

20

Type A Type B Type C Type D

주

T2~T3 T3~T4 T4~T5

Average Time Duration for service automation for New service with equipment activationtype Service/Equipment T1 T2~T3 T3~T4 T4~T5 Total Aver

age

Type A Ntopia 12 20.5 3.5 36 32

Access GW 6 18.5 3.5 28

Type B ADSL-only 8 13.5 2.5 24 24

Mobile Internet 6 11.5 2.5 20

IP-ADSL 5 10 1 16

LLU 4 16.5 3.5 24

Modem Inventory 10 22.5 3.5 36

Type C CID 5 13 2 20 20

Type D Internet Public Phone 3.6 8 2 13.6 12

Pass Call 1.3 6 2 9.3

ADSL Checkline 1.3 6.5 2 9.8

ADLS Office 1.3 6.5 2 9.8

ADSL Halt 5 10.5 2 17.5

Average 5.78 13.70 2.52 22

Type A : New Service / Access Equipment Type B : Current Service / new Access Equipment Type C : new Service on existing Access Equipment (PSTN)Type D : new Service on existing Access Equipment (Internet)

Time Lag of Newly Planned Internet Services

New Service Plan and launch processes Plan

Development Operation

Analysis

NE DB Building

WorkProcess Define

Lab Test

ModelBusiness Start

OSS

BSS

T4T1 T2 T3

Development

• Work Process• Access Network • OSS interface

Field Test

T5: OSS Works

(4)APNOM 2003

Paradigm Changes of Service Management

Properties of Conventional OSSs in Service delivery, Closely related with customers like BSS (Business Support System) Service configuration management system are designed and being operated, based on operation processes and operator’s preferences Designed for organizational purposes Many different OSSs having similar functions and roles are created. New paradigm moving toward Customer/Operater centric in the design

Operator’s point of view

client/serverApplicationsNetwork

Devices

Host Systems

CustomerCares

TelecomDevices

Common Foundation ?Consistent View ?

Inter-Operability

PSTN

xDSL PSDN

LeasedNetwork

Complicated Internet service configuration over heterogeneous domains Internet Service Network Status in Korea Customer Side : Densely populated with apartments and buildings Many types of Equipments and Loops for Internet services

(5)APNOM 2003

Handling manual work orders,Interworking with EMS, etc… in one unique way

Propose OSS-SDM manages configuration works for various services and network equipments Cross-domain Service Delivery

Automation of Service Delivery

Task generation

/ distributionTask

generation / distribution

Automated Tasks

Task generation

/ distributionTask

generation / distributionManual Tasks

Provisioning

Activation

NE/NMS/EMS/SMS

Design & Assign

InternetService Delivery

Access Networks

Internet Service Delivery over Access Networks

BSSs One SOEOne SOE

Cross-domain SDMCross-domain SDM

One interface

Network ElementsNetwork Elements Network Elements

Network Elements

Handling manual work orders,Interworking with EMS, etc…in different ways

SOE-2SOE-2

SDM-aSDM-a SDM-bSDM-b … SDM-xSDM-x

SOE-1SOE-1 … SOE-3SOE-3

Interfaces per service

Network Elements

Network Elements

Network Elements

Network Elements

Note: SOE(Service Order Entry)

(6)APNOM 2003

Workflow-based Service Delivery Workflow management Attractive technology for integration and interrelation of OSSs Workflow engine responsible for: 1) Business process creation, deletion, and management of process execution from instantiation through completion 2) Control of Activity scheduling within an operational (business) process 3) Interaction with management components and/or human resources 4) Monitor and control management processes in execution Telecommunication service business flow and Process Definitions

1. Sales/Order Administration

Service

3. Service/Work Order

Work order Billing template Work orderService Ids Customer tags

•Fault•Performance

6. Service Monitoring and Repair7. Billing and Customer Care

5.Access Network Provisioning

Branch Office

Home Office

Headquarters

Remote/Mobile

NetworkProvider

OSS DB

BSS DB

4. Service Network Provisioning

Add SiteNetworkProvider

2. Check Provisioned Customer Service

Business Processes

Index ManagementRecord ManagementI/O Processing

Remove Data Dependency

1. Remove Flow and Dependency 2. Define processes one by one

DBMS DBMS

Resource FlowOrganization FlowControl/Data Flow

Network Model(NM) Provisioning Model(PM)

Resource FlowOrganization FlowControl/Data Flow

Network Model(NM) Provisioning Model(PM)

Application Programs

Network programs

Network programs

WFMS or WFAP WFMS or WFAP

Application Programs

DBMS DBMS

Network programs Network programs Apply

commericaiized Platforms easily

(7)APNOM 2003

Process Definition for Service Delivery

Based on WFMC Model Service delivery process based on workflow Key Modelling Points Process Structure Activities & Navigation Roles & Participants Trigger Conditions Application invocation

Process AnalysisModeling/ definition Tool

Business Process(i.e.. what is intended to happen)

Process Definition

is defined in a

Activities

composed of

ManualActivities

Automated Activities

which may be

Workflow Management

System

is managed by a

Sub-Processes Process Instances

via

Activity Instances

include one or more

Work Items

Invoked Applicatio

ns

Which include

used to create& manage

Activate Network ElementsReport Completion

Handle Order from/to

Customer Care SystemsBreak Complex

Orders into Simple Orders

Manage Workflow

to Activate Network

Manage Order Printouts

and Results

Manage Workflow

to handleManual works

Provision Network Elements

Service DeliveryProcess Modeling

(8)APNOM 2003

Models of Networks and Provisioning

Network Model(NM) Model capable of supporting OSS solution at all TMN layers PM (including its base (NM)) domain specific models A service : implemented over a set of services, supported by lower layer networks

RASGSR

AP-Hub

KIX

GESNAS

Router

DSLAM

Dial-up/ISDN

ADSL

ISP

Access Network

IDC/CPNetwork Servers(DNS,Mail)

xDSL

MainNode

Service Network

OutsidePlants

TransmissionCustomerPremise

FLC

MDF

PSTNSwitch

DSU/CSU

POTS

End Equipment

InsidePlants

NetworkElements

LogicalElements

Switches Data/Internet Transmission Network Access Network

Node Port

Route Prefix

Routing

DCS

Multiplexing Wireless

Trunk

LLU

ManholeRouter Switch

RAS NAS

Cable

LinkLLU

ConduitPole

Premise

MDFDSLAM

Loop

Link Link

NtopiaMetro

-Ethernet

(9)APNOM 2003

Provisioning Model over a Variety of Networks

Advantages of PM based Activation 1) Supports new business rules and new services definitions No need to re-develop service provisioning and activation system 2) Supports complex services and lifecycle management Each service request is an atomic operation, which can be fully implemented, rolled back if fatal errors occurred during service implementation, cancelled before the service is fully implemented Supports network topology and protocol change

Network Model (NM)

LL Service Model

Internet Access Service ModelVPN Service Model

BML/SML

NML/EML

Provisioning Model (PM)Provisoining Model

ServiceModel

NetworkModel Cable MPLS MDF DSLATMFber

Mobile Service Model

VPN Service Model

VPN Service ModelPSTN Service Model

Internet Access Over CableInternet Access Over PSTN

Internet Access Over LLInternet Aceess Over AP

…….……

Conceptualization of Provisioning Model over Network Model

(10)APNOM 2003

Administration & Monitoring

Tools

Workflow ClientApplications

Process Definition Tools Workflow Enactment Service

Workflow API and Interchange formatsOther Workflow

Enactment Service(s)

WorkflowEngine(s)

InvokedApplications

o Interface 1 : Process Definition o Interface 2 : Workflow Client o Interface 3 : Invoked Applications o Interface 4 : Interoperabilityo Interface 5 : Audit Data Specification

WorkflowEngine(s)

Workflow Interfaces for Service Delivery A Workflow Reference Model

Service Action1 Action2 Action 3 … Action n-1 Action n

New Service A3 An

Changes A3 An-1

Move

Add service An

… … … … … … …

Mobile Service A2 A3 A n-1 An

Reference Where A1 = Action , The basic Work assignment is as follows. The first colunm with value is the initial action of the Service delivery. If the first colunm with A3 exit, A1 is the initial action of the Service, If A1 is complete, do A3 next. Do this process to the end.

Determine business categories

WorkflowRules

Service Start

Check-if not null

Choose action

Do the action

Check next action

If true

else if …

…

Process transition controls by definition tables (Interface 1)

(11)APNOM 2003

Service provisioning and Activation function provides complete life cycle management of services across multiple technology domains. In Core of integrated SDM, Workflow engine controls and manages progress status. Workflow rules are made prior to a new service’s introduction. In workflow rules, there is a matrix type description representing business flows according to service type, service order type and specific conditions. Workflow Refence Model vs. SDM Workflow

Cross-domain Service Delivery Management

domain-1 domain-2 domain-n…

Workflow Management(Cross-domain coordination)

Workflow Management(Cross-domain coordination)

End-to-end service provisioning , Activation and work Control

Determine the involved domainsfor each service order

Determine the involved domainsfor each service order

WorkflowRules

Business Requirements…

CreateModifyDelete

validate, analyze, and decompose to workflow SO

Service DeliveryWorkflow

built-in

FacilityFacility

distribute order

/ activationresults

Ord

er T

racking

Customer-ResourceCustomer-Resource Work OrdersWork Orders

Leased LineLeased Line

Workforce/NMS/

Service Nodes

Workforce/NMS/

Service Nodes

Workforce/NMS/

Service Nodes

Workforce/NMS/

Service Nodes

Workforce/NMS/

Service Nodes

Workforce/NMS/

Service Nodes

NtopiaNtopia Metro-Ethernet

Metro-Ethernet

VPNVPN

Provisioning Pre-ordering

Pre-

Ord

ering

xDSLxDSL

Cross-domain coordination and management

Workflow Enactment Service

Workflow API and Interchange formats

WorkflowEngine(s)

Other WorkflowEnactment Service(s)

WorkflowEngine(s)

(3)

(4)

ApplicationData

Workflow Client Applications

ProcessControl

Work ListHandling

AdministrationMonitoringTools

Workflow Enactment Service

WorkflowEngine(s)WorkflowEngine(s)

Other WorkflowEnactment Service(s)

WorkflowEngine(s)WorkflowEngine(s)

InvokedApplications

(1)

(2)

(3)(4)

(5)

ApplicationData

Workflow Client Applications

ProcessControl

Work ListHandling

RDMS Tables and GUI

EAI, Other OSS Interface

Distributed Process Sequence Controls

Cron table-based application Distributed Resources managementProcess/Activity Instance Control

Audit/history ManagementWorkflow (Process/PM/NM) Model/Activity Control

Equipments DB

ProcessDefinition*

Process instance Control Audit/history QueryProcess instance (visual) monitoringEngine Driver and Cron tab control UI

Process Definition Tools

RDMS Tables

Workflow Model (Process/PM/NM) DB

Relevant Data

Control Data

Process instance Generator

OperatorParticipant Info.App-Participant

C/S and Webwork record fetch Operator and Engine

involved together

(12)APNOM 2003

Conclusion and Future Work

Experience from designing workflow enabled OSSs, Workflow (coupled with distributed systems) technology offers a very powerful and flexible basis for implementing automated management tasks. Workflow can assist business process automation and flow-through. Workflow offers significant benefits to automated and managed component integration Workflow engine can handle the gradual ‘re-engineering’ of legacy system access and its integration with new (or replacement) components. Scalable and Flexible to rapidly changing environment of various aspect Workflow-enabled OSS-SDM Increase automation to reduce cost and improve service Good for the large organizations like NSPs

Manual Works SDM SDM with PM (expected)

Subscriber No 270 thousands 3 millions Over 5 millions

Service Order No 500 per day 20,000 per day 30,000 per day

Computerization & Provisioning

Manual Order Handling & Provisioning

Automate Service Order Flows

Automate service provisioning, activation and Service Order Flows

Reliability and Scalability Poor Good Excellent ( prepared for new services)

Delivery time Several weeks 1-2 days On time

Service commercialization 5-6 Months 4 Months 2 Months