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
Fulfillment Assurance BillingProductLifecycleManagement
InfrastructureLifecycleManagement
OperationsSupport &Readiness
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 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
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
Fostering worldwide interoperability 3Geneva, 13-16 July 2009
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)
Fostering worldwide interoperability 4Geneva, 13-16 July 2009
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)
Fostering worldwide interoperability 5Geneva, 13-16 July 2009
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)
Fostering worldwide interoperability 6Geneva, 13-16 July 2009
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)
Fostering worldwide interoperability 7Geneva, 13-16 July 2009
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)
Fostering worldwide interoperability 8Geneva, 13-16 July 2009
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)
Fostering worldwide interoperability 9Geneva, 13-16 July 2009
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)
Fostering worldwide interoperability 10Geneva, 13-16 July 2009
None.
Proposed Resolution [optional]
Fostering worldwide interoperability 11Geneva, 13-16 July 2009
Supplementary Slides
Fostering worldwide interoperability 12Geneva, 13-16 July 2009
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
Fostering worldwide interoperability 13Geneva, 13-16 July 2009
ITIL and eTOM - Working Together
SP Business Process Needs
eTOM Process Flows
ITIL Good Practices
Enterprise Management
Strategy, Infrastructure & Product Operations
Fulfillment Assurance BillingProductLifecycleManagement
InfrastructureLifecycleManagement
OperationsSupport &Readiness
Strategy &Commit
Fulfillment Assurance BillingProductLifecycleManagement
InfrastructureLifecycleManagement
OperationsSupport &Readiness
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 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
Enterprise EffectivenessManagement
Enterprise RiskManagement
Strategic & EnterprisePlanning
Knowledge & ResearchManagement
Financial & AssetManagement
Stakeholder & ExternalRelations Management
Human ResourcesManagement
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
Fostering worldwide interoperability 14Geneva, 13-16 July 2009
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
Fostering worldwide interoperability 15Geneva, 13-16 July 2009
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
Fostering worldwide interoperability 16Geneva, 13-16 July 2009
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 +
Fostering worldwide interoperability 17Geneva, 13-16 July 2009
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
Fostering worldwide interoperability 18Geneva, 13-16 July 2009
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
Fostering worldwide interoperability 19Geneva, 13-16 July 2009
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
Fostering worldwide interoperability 20Geneva, 13-16 July 2009
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
Fostering worldwide interoperability 21Geneva, 13-16 July 2009
END