Information Security Level 1 – Confidential © 2010 – Proprietary and Confidential Information of 1
Telecommunication Networks – Architecture, Operations and Innovation
וחדשנות, תפעול, ארכיטקטורה -תקשורתרשתות
1 Introduction to data networks
2 Data networks technologies
3 Mobile networks overview
4 OSS business and market overview
5 Yield management
6 OSS portfolio and OMS
7 OSS Service management
8 Introduction to Ideation Methodologies
9 Innovation ideation – Challenge topic #1, Part 1.
10 Innovation ideation – Challenge topic #1, Part 2.
11 Innovation ideation – Challenge topic #2, Part 1.
12 Innovation ideation – Challenge topic #2, Part 2.
13 OSS fulfillment management
14 Enhanced Telecom Operations Map
1 Telecommunication Networks
Information Security Level 1 – Confidential © 2010 – Proprietary and Confidential Information of 2
Assignments status
# שם משפחה שם פרטי מספר זהות קבוצה 1ציון תרגיל קבוצה 2ציון תרגיל
1 אלקיים יעקב 60409505 3 99 12 85
2 בבמורטוב תומר 314507237 8 85
3 בולשקוב אלכסנדר 326875622 1 100 11 90
4 בן אדרת ניר 66353954 7 90 6 85
5 דריי דורון 301573572 2 98 1 100
6 הרשקוביצי חביב 305580094 3 100
7 ויסברגר ענבל 300551355 2 98 1 100
8 ורטניאן אריק 310316328 4 98 4 85
9 טיטנגר גל 21989983 8 85
10 יוסילביץ יאן 306516188 4 98 4 85
11 כודרה רועי 302998646 6 93 9 90
12 מנסן אסף 66366030 5 95
13 סידיס שירן 21655477 5 95
14 סמיונוב נתן 311785562 6 90 9 90
15 צור דורון 40581837 6 85
16 צלנר עדי 37110749 3 100
17 קאשי ניצן 25141383 7 93 10 90
18 קריטי אלעד 21582333 5 98 2 85
19 קרסנר גריגורי 309253607 3 100
20 קרצבורד מריה 312619190 7 90
21 ראובן אייל 66629445 6 85
22 שחימוב אברהם 307535617 7 90
23 שמיוביץ מאיר 39451695 5 95
91 98
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Product Portfolio
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PLANNING ENGINE
TREND PLANNER
SERVICE ORDER MANAGER
SERVICE COMPOSITION MANAGER
ASSURANCE MANAGER
SLA MANAGER
PLANNING FULFILLMENT ASSURANCE
STRATEGIC PLANNING
ORDER PROCESSING
TROUBLE MANAGEMENT
RESOURCE DESIGN AND DELIVERY
SERVICE DESIGN AND DELIVERY
NETWORK ASSURANCE
RESOURCE PLANNER TASK ENGINE
SITE PLANNER ROUTE FINDER
DELIVERY ENGINE
ACTIVATION MANAGER / ACTIVATION ENGINE / APSDP
NETWORK ACTIVATION
SERVICE ACTIVATION
EVENT COLLECTION
PARTNERS
PARTNERS
SE
RV
ICE
MA
NA
GE
ME
NT
R
ES
OU
RC
E M
AN
AG
EM
EN
T
NE
TW
OR
K IN
TE
GR
AT
ION
DISCOVERY ENGINE
SYNC ENGINE
RESOURCE MANAGER
CABLE MANAGER
PARAMETER MANAGER
PARTITION MANAGER
UNIFIED SERVICE MANAGER
B/OSS MANAGER
PROCESS MANAGEMENT
INVENTORY MANAGEMENT
DATA INTEGRITY MANAGEMENT
ASSET MANAGER
OSS Portfolio
Planning Engine
Trend Planner
Resource Planner
Site Planner
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Network Planning – What is it all about?
Capacity shortfalls
Network overbuilds
Delays/Fallout
Inefficiency
Under utilized
network
Poor visibility
Multitude of silos
“Be ready when it comes” “Wait and See”
> Makes sure that the network is sized to cope with
future demand
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A Closed Loop Planning Approach
What is it?
> Capacity Management
> What have I got, today?
> Monitors Capacity & Utilization
> Capacity Planning
> How much needed and where?
> Predicts capacity increments required
for future growth
> Resource Planning
> How do I build it?
> Where can I deploy it?
> Translating plans into rollout
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> Time-lined consolidated view
of any resource
> Monitoring capacity
consumption trends
> Advanced trending by
calculating when capacity is
expected to be exhausted
and what is the deployment
plan to add more resources
> Thresholds management
alerts on capacity breach
Capacity Management Highlights
Consolidates
resources view
Analyze capacity trends
Identify bottle
necks / overbuild
s
Trending and
Thresholds
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> Plan management – captures all offline plans for
change, maintains their dependencies, detects
jeopardy and implements when needed
> Lifecycle-managed build templates, rollout by
replicating standard designs
> Site management guarantees there is sufficient
space, power and for additional equipment
deployment
Resource Planning Highlights
Automated processes increase network efficiency
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> Pre-integrated, intelligent bulk routing capability > Network failure impact analysis
> Demand-driven capacity expansion scenarios
High Level Capacity Planning
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> A service ready network to support future demand
> Deploy just in time, only when and where needed
> Proven, deployed and live
> Monitoring resources to cut costs and increase efficiency
Value Proposition
Increases
operational
efficiency
Reduces
TTM
Enhances
Customer
Experience
Reduces
capital spend
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Example Business Case
> Background: > Manage migration to a new IP/MPLS network infrastructure
> Lack of automation – In-house manual planning systems
> Poor visibility - Multiple systems and data stores
> Requirements:
> End to End visibility allowing utilization and capacity consumption view from a consolidated view
> Decrease and monitor OPEX by allowing planning in advance
> Increase capacity utilization and network technology upgrades
> Automation to improve service ready network; reduce order fallouts and delays by identifying
capacity shortfall in advance (threshold management)
> Network Planning solution
> An integrated view of the network and integrated capacity reporting – Planning Engine
> Advanced capacity forecasting and proactive threshold features – Trend Planner
> Benefits
> Reduce OPEX by automating planning processes
> Reduce CAPEX by deploying existing resources that were not optimized
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Service fulfillment
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Introduction
> Communication Service Providers (CSP) are looking to offer a
vast array of products and services to their customers and this
generates a number of challenges, with regard to getting that
customer order satisfied
> How does the Service fulfilment product portfolio and strategy
help the CSP meet today's challenges
> As an example – Ethernet as a connection, product and or
service is now predicted to be an industry worth £32 billion over 5
years. CSP‟s need to have a fulfilment solution that allows them
to leverage that market and meet the challenges
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> CUSTOMER EXPERIENCE SYSTEMS INNOVATION
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Index
> The Fulfilment Challenges
> The Typical “Activation” Solutions
> The OSS Fulfilment Solution
> Business Benefits
> Customer Successes
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The Fulfillment Challenges
> Providing an order to network automated fulfilment solution to achieve
reduction in total Cost of Ownership (TCO), through
> the reduction in Capital Expenditure (CAPEX) and Operational Expenditure (OPEX)
> by removing and or reducing the number of manual and inefficient processes.
> Timely and cost effective deployment of new products and services
> The need to abstract from the complexity of the network – technology,
devices types and vendors
> The ability to support multiple vendors, technologies product and
services with a single order to network solution
> The need to deploy new products and service without deploying another
solution
> Reduction in fallouts and re-visits
> Reduce time from order to bill
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Overall Service Fulfillment Forecast
8% CAGR
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The Typical “Activation” Landscape
> Focused Solutions
> Activation Platforms focused on specific technologies, i.e. IP VPN,
Broadband
> Can provide a quick and cheap solution
> Configuration Management Solutions
> Require skilled staff that understand the network, the devices and
operating system of these devices, to write the relevant configuration
scripts.
> Provides a great deal of flexibility
> In-house Solutions
> Reliant on those that wrote the specific solution and the integration to
other in-house or product based solutions. Tends to be specific to the
CSP [not generic/common]
> Maps to the providers exact requirements [no reuse]
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Productising the Order-to-Network
> OSS developers have created products that enables the CSP to
deploy multi-vendor and technology focused products and services,
using an “out of the box” service solution utilizing the OSS product
portfolio.
> These service solutions are delivered as product including a
supported upgrade path and the relevant services functionality to
allow CSPs to customize the service solution to meet the internal
challenges and requirements of their customers.
> The service solution provides order to network activation allowing
the CSP to create multiple flavors of products and services by the
re-use of productized building blocks that provide functionality to
deliver products and services.
> To facilitate the deployment and enablement of products and
services, an Automation and Activation Packs are provided as well
and contain templates, models and plug-ins
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The Service Fulfilment Solution
Automation
Packs
Activation
Packs
Discovery &
Sync Packs
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Fulfillment Solution
Customer Order
Assign
Implement
Activate
Service Composition Manager
Task Engine Design
Resource Manager, Parameter Manager
Delivery Engine
Activation
Decompose into
Service Order Service Order Manager
Decompose into
Network Order
Au
tom
ati
on
Pa
ck
A
cti
va
tio
n
Pa
ck
s
Product and
Service Consumer Application
Services
Core
Network Modem DSLAM
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Service Fulfilment – Automation Packs
> The Automation Pack is responsible for taking orders from the higher order BSS
landscape and decomposing those orders, allocating the relevant resources and
carrying out the assign and design requirements, agnostic to the vendor or the
underlying network infrastructure or topology.
> The Pack is specific to the technology such as VOIP where it provides VoIP services
across various types of network devices.
> The Automation Pack provides and/or consists of the following:
> Product family examples
> Order decomposition
> Process automation templates
> Service design and assign
> Configuration data
> Call-outs
> The Automation Pack can interface to multiple Activation Packs
> The Automation Pack can also interface with other activation systems using
Automation Controller
> Documentation
> Sample generic Device Models
> Inventory Packs (include technology models)
> Parameter sets for detailed activation parameters,
using Parameter Manager
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Service Fulfillment – Automation Packs
> Technology specific and
agnostic to the device, vendor
and topology
> Design and Assign the product
and/or service, specific to the
technology of the Automation
Pack, by providing a
productised set of
configurations on the core OSS
platform products
> Provide end to end, automation
for the service fulfillment
process in conjunction with the
OSS core products
Customer Order
Assign
Implement
Activate
Service Composition Manager
Task Engine Design
Resource Manager, Parameter Manager
Delivery Engine
Activation
Decompose
Into Service
Order Service Order Manager
Decompose
Into Network
Order
Au
tom
ati
on
P
ack
Product and
Service Consumer Application
Services
Core
Network Modem DSLAM
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Service Fulfillment – Activation Packs
> The Activation Packs interfaces to the Automation Packs
to complete the order to network activation
> The Activation Pack is network-vendor and the
technology specific
> The Activation Pack provides sequencing and control of
the delivery of device or NMS specific commands,
dependent on the product, service and/or business
processes
> Activation Packs are delivered for use on the OSS
Activation Engine platform
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Service Fulfillment – Activation Packs
> Activation Packs > Drive configuration onto
network
> Provide configuration for
Activation Engine to support
a service fulfillment
> Device specific and
technology Specific
> Delivery of device commands
directly or via an EMS
> Inventory centric activation
> Cross technology NGN
activation
Customer Order
Assign
Implement
Activate
Service Composition Manager
Task Engine Design
Resource Manager, Parameter Manager
Delivery Engine
Activation
Decompose
Into Service
Order Service Order Manager
Decompose
Into Network
Order
Ac
tiva
tio
n
Pa
ck
Product and
Service Consumer Application
Services
Core
Network Modem DSLAM
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Service Fulfillment Value Proposition
> Most extensive end-to-end fulfillment play on the market
> Unique blend of extensible platform with out-of-the-box
functionality
> Scalable platform with established pack strategy
> Endorsement by key customers, and analysts
Automated, productized, end to end fulfillment for next gen
transformations and vertical markets
Time to Deploy Reduce OPEX Lower TCO
• Target up to 80%
service functionality out
of the box
• Pre-integration of
core products,
service process
Packs and Device
integration
• Automation, fallout
management and
BSS integration
reduces OPEX
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> Challenge > Fierce competition and falling voice
revenues
> Rising cost of legacy systems and
network
> Need to reduce time to market for new
services
> Solution > Single OSS
> Automation of planning and fulfilment
> Results > System consolidation
> Business agility
> Reduced time to market for new
technologies and services
Business Agility and OPEX Savings with Service Fulfillment
The Facts:
Fulfillment Pack provides 80%
customer requirements
Consolidating has streamlined
processes
Enables making significant savings in
equipment and headcount
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Dynamic Order Management
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Index
> Market Dynamics
> BSS to OSS Order Management
> Summary
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On one hand…
● Wide variety of
customer offerings
● Maintain over
1,000 unique
services
● Personalized
offering
● Emerging business
models
● Introduce 5 to 25 new
services each year
(Yankee Group
Research 2008)
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And on the other hand…
Complexity of infrastructure
● Massive number of configuration options
● Lack of feasibility
● Difficult to optimize resource use
● Increasing numbers of technologies
● Wide variety of
customer offerings
● Maintain over
1,000 unique
services
● Personalized
offering
● Emerging business
models
● Introduce 5 to 25 new
services each year
(Yankee Group
Research 2008)
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Addressing different customer needs
CONSUMER BUSINESS
Service Ready Network Residential Services Enterprise Services – Corporate Customers
Network Provisioning – Wholesale
Mobile, LTE, 4G, WiMAX,
Simple Business Services
(e.g., VoIP)
Multiplay
Complex Requests , Custom Solutions –
IPVPN, Business VoIP, Metro Ethernet,
Cloud Computing
● Short delivery time
● No need for design and
assign of resources
● Can be catalog-driven
service delivery
● Complex and process driven
● Requires network resources
design and assign
● Automation and orchestration
is key
● There is a need to handle order
dependencies
● Supported by rainy day scenarios
● Need to support in-flight changes
● SLA per customer type
● Pre-order feasibility and
serviceability
● Long lifecycle orders
● Managed as a project with strict SLA
● High degree of interaction with customer‟s
specialists
● High touch process
● Multiple services across multiple sites
● Pre-order serviceability and feasibility
● Tailored solution – Fitted per customer
request
SIMPLE COMPLEX
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Consequences
> High rate of order fallout (25%–40%)
> Slow in bringing new services to market (6–12 months)
> Impact on time to deliver
> No converged fixed mobile ordering and bundling
> Inaccurate order tracking and incomplete view of
customer products and services
> Network changes impact business
> Product offering changes impact operations
Impact on Customer Experience
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Index
> Market Dynamics
> BSS to OSS Order Management
> Dynamic Order Management
> Centralized Design Environment
> Order Execution
> Management View & Dashboards
> Summary
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Dynamic Order Management- Functional overview
Order lifecycle
management:
> Monitoring & control
> Business dashboards
> Dependency management
ORDER ENTRY AND
STATUS UPDATES
COMPATIBILITY AND
ELIGIBILITY
ORDER DECOMPOSITION
ORDER ORCHESTRATION
CE
NT
RA
LIZ
ED
CA
TA
LO
G
Contact Center Retail Shop Web Mobile TV
WORKFORCE
MANAGEMENT
ERP
LEGACY OSS ACTIVATION
SERVICE INVENTORY
AND RESOURCE
INVENTORY
● Jeopardy management
● Central error handling
● Status notification
3rd PARTY
SERVICE DELIVERY
PLATFORM
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ORDER
HANDLING
ORDER
DECOMPOSITION
SERVICE DESIGN
& RESOURCE
MANAGEMENT
Order to Activation Flow
3
5
ACTIVATION COMPLETION
& NOTIFICATIONS
> Any sales
channel: Call center,
self-service portals,
kiosks, etc.
> Negotiation
> Credit checks
> Order compatibility
& eligibility
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ORDER
HANDLING
ORDER
DECOMPOSITION
SERVICE DESIGN
& RESOURCE
MANAGEMENT
Order to Activation Flow
3
6
ACTIVATION COMPLETION
& NOTIFICATIONS
> Commercial order is
decomposed to product,
services & technical
elements
> Analysis of customer
inventory & required
changes
> Indicative & firm order
feasibility check
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ORDER
HANDLING
ORDER
DECOMPOSITION
SERVICE DESIGN
& RESOURCE
MANAGEMENT
Order to Activation Flow
3
7
ACTIVATION COMPLETION
& NOTIFICATIONS
> Design service
> Service resource
allocation
> Translation of resource
design to
implementation job
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ORDER
HANDLING
ORDER
DECOMPOSITION
SERVICE DESIGN
& RESOURCE
MANAGEMENT
Order to Activation Flow
3
8
ACTIVATION COMPLETION
& NOTIFICATIONS
> Turning on the service
> Network commands
> Rollback procedures
> Invocation of workforce
management systems
> Inventory update
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ORDER
HANDLING
ORDER
DECOMPOSITION
SERVICE DESIGN
& RESOURCE
MANAGEMENT
Order to Activation Flow
3
9
ACTIVATION COMPLETION
& NOTIFICATIONS
> Order closure
> Notifications to
BSS systems,
namely billing and
CRM
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ORDER
HANDLING
ORDER
DECOMPOSITION
SERVICE DESIGN
& RESOURCE
MANAGEMENT
Order to Activation Flow
4
0
ACTIVATION COMPLETION
& NOTIFICATIONS
Order Lifecycle Management
> Orchestration
> Monitoring
> Task and jeopardy management
> Ongoing notifications
Powered by Dynamic Order Management
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The metadata-driven approach
Fosters adaptive and dynamic order management
ENTERPRISE
PRODUCT &
SERVICE
CATALOG
Rules
Engine
Decomposition
Change
Scenarios
Exception
Handling
Order
Sequence and
Dependencies
Handling
Multi-channel
Offering,
Views, and
Processes
Contracts
and SLAs,
Jeopardy
Process
References and
Data Models/
Activities
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Data Model-Driven Order Management
4
2
AN ORDER MANAGEMENT PROCESS DRIVEN BY METADATA
FLEXIBLE VS.
RIGID
EFFICIENT VS.
COMPLEX
> Rapid editing and rebundling of services
> Reuse of services and generic processes
> Rapid time-to-market
> Easy to configure, easy to maintain
● Layered model
● Business processes are data-driven
● Simplified integration
● Process optimization
● Fulfillment dependencies – easy definition
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Index
> Market Dynamics
> BSS to OSS Order Management
> Dynamic Order Management
> Centralized Design Environment
> Order Execution
> Management View & Dashboards
> Summary
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Single design environment – highlights
> Comprehensive management of
product definitions and market
offerings together with fulfillment
logic
> Product lifecycle management
> Easy to configure and easy-to-
maintain catalog
> Rapid bundling of product offerings
> Reuse of commercial and
technical components
Enterprise
Catalog
Repository
● Bridges the gap between
marketing and network engineering
● Lowers impact on operations and
time to market by decoupling
commercial and technical entities
● Single view of all products, pricing,
and services
● Single point of truth
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Bridges the gap between commercial and technical
Product Offering
Product
Specification
Product
Specification Pricing
Customer-Facing
Service
Customer-Facing
Service
Resource-Facing
Service
Resource-Facing
Service
Resource-Facing
Service
Commercial/
Business View
Technical/
Network View
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Modeling example – high speed internet access BSS/OSS mapping and technical catalog configuration
Security
Features
CPE Static IP E-mail Spyware Anti virus Firewall Parental
Control
TSS_ATM_PVC
Over ADSL+
TSS_ATM_PVC
Over ADSL2+
TSS_VLAN
Segment (QoS)
Over Ethemet Bearer
TSS_VLAN
Segment (QoS)
Over VDSL2
HSIA Main
Network
Connection
IP
Connection
BB
Connection
Product
Offer
Product
Spec
CFS
Spec
RFS Spec
TAS
RFS Spec
TSS
Resource
Spec
● Local ISP Ind
● Uplink Bandwidth
● Downlink Bandwidth
● User (login ID)
● Installation Type
● MAC
● Modem Tp ● Mailbox Type
● Mailbox Size
● E-mail address
● Firewall Required
● Spyware Required
● Antivirus Required
● Parental Control Required
Warranty IP
Address
● Provider ID
● User (login ID)
● Password
● Uplink Bandwidth
● Downlink Bandwidth
● Provider ID
● User (login ID)
● Password
● CoS
Reference
Cu
sto
mer
Facin
g
Serv
ices
Reso
urc
e F
acin
g
Serv
ices
Reference Reference
BS
S
High Speed
Connection
CPE
Prod Offer
Prod Spec
CFS
RFS
TSS
Legend
Connection
ISP HSIA
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Centralized Catalogue Driving the multi-channel experience
CONTACT CENTER
TELEVISION
RETAIL INTERACTION MANAGER
WEB SELF-SERVICE
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Dynamic Order Management Design environment benefits
> Respond to market needs by delivering new services
quickly and efficiently
> Single design environment serves all stakeholders
and provides preconfigured service provider-specific
best practices
> Change offerings quickly through reuse of price,
product, and provisioning entities
> Resolve new offer issues before launch through
offline testing simulation
Information Security Level 1 – Confidential © 2010 – Proprietary and Confidential Information of 49
Index
> Market Dynamics
> BSS to OSS Order Management
> Dynamic Order Management
> Centralized Design Environment
> Order Execution
> Management View & Dashboards
> Summary
Information Security Level 1 – Confidential © 2010 – Proprietary and Confidential Information of 50
Calculate
Quote
End-to-end process view
Order Request Customer
Information Order Tracking Order Tracking
Quote
Customer Notification
Order
Initiation
Configuration
and Validation
Indicative
Feasibility and
Serviceability
Order
Placement
Notify Billing &
other BSS Systems
Eligibility
Rules
Compatibility
Rules
Product to
Services
Decomposition
Rules
Feasibility
Check
Technical
Project Order
Commercial to
Technical Order
Decomposition
Order
Fulfillment
Completed
Inventory
Update
Implement and
Activate
Design and
Assign
Service
Inventory Query
Service and
Resource Feasibility
Check
Report Order Status
Technical Service Orders
Mu
lti-
Ch
an
nel
Sellin
g
Ord
eri
ng
En
terp
rise
Pro
du
ct
Cata
log
Serv
ice
Man
ag
em
en
t
Serv
ice &
Resourc
e
Invento
ry
Fallout, Task & Jeopardy
Management, BAM
Negotiation and Validation Capture Order Tracking Order Completion
Ongoin
g u
pdate
s
Technical
Orchestration
3 Phase
Decomposition
Fulfillment and
Service Order Tracking
Fallout, Task & Jeopardy
management, BAM
Technic
al O
rder
Managem
ent
Central P
roduct and
Serv
ice C
ata
log
Com
merc
ial O
rder
Managem
ent
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Order decomposition What to deliver? How to deliver?
Commercial order decomposition
based on product catalog definitions:
Technical order – 3 phase
decomposition based on:
1. Catalog definition
2. Service inventory – Query what services
the customer has that can be utilized
3. Network feasibility checks – Checks for
network capacity, etc.
Customer Order Fulfillment Plan
Sales Order
Service/
Resource
Order
Service/
Resource
Order
Service/
Resource
Order
Service/
Resource
Order
Product Order Product Order
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Dynamic Order Management processes
> Order entry and fulfillment processes include many
decision points along the way
> ‟ simplified unique approach
> Definitions are made in the catalog to avoid hardcoded
processes
> Predefined activities and rules stored in the catalog
> Processes executed based on process stage and
decision gateways
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Advanced support for order amendment
> Efficient Amend and Cancel
operations
> Analysis and execution with
minimal disruption to
fulfillment
> Rules-driven Amend Handler
> Compare rules identify
amend type in-flight orders
status
what needs to be done?
> Execution Plan – Order and
Activities Actions
> Automatic handling to start,
restart, skip or continue
an activity
> Manual amend options
Request for Amend
Check Point of No Return
Resolution Plan
Initiate Amend Initiate Change
Order Compare Order Fulfillment
Status
What has
changed?
What should
be adjusted?
What has been
accomplished?
Can we
amend?
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Dynamic Order Management Execution environment benefits
> Improve order fulfillment accuracy with a single,
centralized product and services catalog that provides
product validity and services modeling
> Reduce order fallout by orchestrating orders over
different systems and technologies and through
sophisticated automated exception handling
> Streamline the order-to-cash cycle through timely
billing system notification of order fulfillment
Cut order related costs by streamlining processes and reducing order fallout
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Index
> Market Dynamics
> BSS to OSS Order Management
> Dynamic Order Management
> Centralized Configuration Environment
> Order Execution
> Management View & Dashboards
> Summary
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Statistics and Monitoring
> All status information centrally available in one place for customer
facing use
> Measuring, monitoring and managing of achievable service goals
> Displays all outstanding orders
> Used for tracking and handling orders in progress
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Business activity monitoring Consolidated view
360-degree view
of orders, services,
tasks, jeopardies,
fallouts and
processes
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Index
> Market Dynamics
> BSS to OSS Order Management
> Summary
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Addressing different customer needs
CONSUMER BUSINESS
Service Ready Network Residential Services Enterprise Services – Corporate Customers
Network Provisioning – Wholesale
Mobile, LTE, 4G, WiMAX,
Simple Business Services
(e.g., VoIP)
Multiplay
Complex Requests , Custom Solutions –
IPVPN, Business VoIP, Metro Ethernet,
Cloud Computing
● Short delivery time
● No need for design and
assign of resources
● Can be catalog-driven
service delivery
● Complex and process driven
● Requires network resources
design and assign
● Automation and orchestration
is key
● There is a need to handle order
dependencies
● Supported by rainy day scenarios
● Need to support in-flight changes
● SLA per customer type
● Pre-order feasibility and
serviceability
● Long lifecycle orders
● Managed as a project with strict SLA
● High degree of interaction with customer‟s
specialists
● High-touch process
● Multiple services across multiple sites
● Pre-order serviceability and feasibility
● Tailored solution – Fitted per customer
request
SIMPLE COMPLEX
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Supporting wireless and wire-line convergence
● Instituto Costarricense de Electricidad (ICE)
● Subscribers: 4.9 million (wireless + wireline) for services including mobile, telephony, broadband
and technology solutions
● Revenues: USD $1,069,000,000
BUSINESS
NEEDS
● Improve development and reduce time-to-market for new services
● Replace existing legacy network-facing systems for wireless and wireline networks to compete
in a newly opened marketplace
● Improve operational efficiency and modernize and upgrade customer service
SOLUTIONS
CES – OSS solutions to support all of ICE‟s OSS needs, including:
● Planning
● Inventory and discovery
● Provisioning and activation
● Trouble ticketing
● Service fulfillment
● Service impact analysis
RESULTS
ACHIEVED
● A transformed OSS makes it possible to deliver and fulfill new services faster and resolve any
issues more quickly
● New, low-cost services for customers can be developed and brought to market faster and more
cost-effectively
● Operational efficiency has increased
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Improving all channels for delivering new services
“ solutions deliver the complete picture of sales, ordering and after-sales service across all channels
and can enable Brazil to deliver the new, advanced services that customers want more quickly,
consistently and efficiently.”
Ricardo Santoro, CIO, Brazil
● The leading mobile service provider in Brazil and a wholly-owned subsidiary of America Móvil
● América Móvil Revenues: USD $30.45 billion
● América Móvil Subscribers: 201 million
● Brazil Subscribers: 28 million
BUSINESS
NEEDS
● Support content partnerships and help grow value-added services portfolio
● Reduce operational costs and increase operational efficiency
● Quickly launch competitive content services and generate new revenue sources
● Modernize and standardize customer ordering, customer management, e-commerce and product
catalog management
SOLUTIONS ● CES to modernize sales, ordering and service across multiple customer touch points
● Partner Settlement Manager to support content partnerships
RESULTS
ACHIEVED
● Shorten time-to-market for new products through easy partner recruitment and management
● Improve partner-related profits through accurate calculation of complex settlement agreements
● Expected ability to introduce e-commerce as a new service to extend sales channel and reach
● Anticipated to reduce errors and operational costs
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Dynamic Order Management solution Summary
> Accurately and efficiently capture and fulfill orders
> Real-time view of customer/service order and installed
products/services
> Efficiently connect BSS & OSS
> Enable rapid product launch
> Support new business models
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High-level building blocks
Ce
ntr
alize
d S
erv
ice
an
d
Pro
du
ct
Ca
talo
g
Commercial Order Management
Technical Order Management
Task and Jeopardy Management
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Technical order management High-level architecture
Process
Process
Process
BSS Ordering
Customer
Order
Service Composition Manager
Service Order Manager
Unified
Service
Manager
Service
Instance
Service
Instance
Service
Instance
Service
Order
Service
Order
Service
Order
Process
Project
Order
Activation Systems
Task
Engine
Delivery
Engine
Resource
Manager
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BUSINESS PROCESS MANAGEMENT
„Rainy day‟ use case
Error Design
Assign
PRODUCTIZED DATA DRIVEN
Error Design
Assign
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„Rainy day‟ use case
RETRY POLICIES
Retry Intervals(s) Maximum Retries
Design Assign Time Out 10 5
ERROR MATCHING CRITERIA
Origin
Error
Code
Error
Group
Error
Category
Service
Type
Service
Action
Capacity
Shortage
RM D-A Resource RFS Provide
Location
Not
Found
D-A Input RFS Provide,
Modify
ERROR ACTION
Resolve
Manually
Indicator
Manual
Fallout
Type
Manual
Fallout
Queue
Process
Name
Capacity
Shortage
N NA NA Add Card
Location Not
Found
Y Update
Location and
Re-execute
Provisioning
Engineers
NA
BUSINESS PROCESS MANAGEMENT PRODUCTIZED DATA DRIVEN
1
2
3
N
Location Not Found Capacity Shortage
Y
Y
N
N
Y
N
Y
Start
Success 1
Design/
Assign
Update
Counter
Less than
5 Retries
Manual Task
Update Location
Manual Task
Update Location
Re-execute
Design/Assign
Set Counter
Timeout?
Error Code?
2
3
3
Back to
Process
Add card design
project invocation
Counter > 0