From Communications Service Provider To Next Generation Operator

IT Transformation Case Studies I:From CSP to Next Generation Operator

Eric KisielDir. of Platform Integration – EngineeringDecember 2009

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Charter Overview

4th Largest US Cable Operator

Triple play service provider (Video, HSI, Telephone)

Customers (12.6 million RGUs as of Sep 2009) 4.9 million Basic Video 3.2 million Digital Video 3.0 million HSI 1.5 million Telephone

Company Performance (Jan – Sep 2009) Adjusted EBITDA growth of 9.5% on an actual basis compared to

2008 Revenue growth of 4.6% on compared to 2008

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Personal experience

10+ years in industry (ISP, Cable)

Enterprise Architect for Service Delivery and Assurance at Charter

OSS, EMS, NMS, & BSS for primary and ancillary IP delivered services

Principle student from the school of hard knocks Participation in complete business transformation multiple

times

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Operational transformation is the cost of doing business

Market & Legal pressures drive change regardless of an organization’s preference or readiness

The business demands that we.. Keep pace with the customer Keep pace with technology Grow the business around existing and new revenue streams

Do more, with less, quicker than last time

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Charter’s transformation over the last 3 years Reconstruction of back office

Migration to a single billing platform Flow through provisioning for Data and Voice service lines Service Bus introduction to loosen application integration Inventory management system Identity Management Decommissioning of many duplicative applications to streamline and stabilize

operations

Reconstruction of front office Recreation of .com platform

Focused on streamlining ordering process, and providing better visibility into services and billing status

Recreation of .net platform Focused on more expansive, personalized, holistic service experience

Refinement of installation technologies and procedures

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Keys to success Know what is broken and how to fix it

Make sure that root causes are identified Avoid the temptation to force a problem into a solution

Pick a strategy and see it through Determine roadmap, critical enterprise pivot points, and gather true business

support and focus Avoid the shiny project syndrome

Align the technology with the business Understand the target experience and key drivers Focus on the customer and support organizations

Plan for how to deal with what you don’t know

Leverage industry and peer experiences as much as possible

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The value of industry standards provided by TMForum

eTOM & IPDR are providing significant value on an ongoing basis

eTOM helps frame complicated conversations within clean boundaries

IPDR helps drastically reduce escalating infrastructure investments

Thank you

© 2009 Sigma Systems 8

About Sigma SystemsAbout Sigma Systems

Global Leader in Advanced IP Service Management Solutions

• Over 12 years dedicated OSS development & deployment experience

• Global offices (Canada, India, EMEA, APAC and CALA)

• 50+ Deployments Worldwide

• Over 100 million services managed across Voice, Video, Data, and Multi-media services

• Proven, pre-integrated solutions for Triple and Quad Play (Voice, Video, Data, Content and Multi-media) services delivering:

Fulfillment, Active Mediation, Subscriber Information for Advanced Advertising


What We DoWhat We Do

Award-winning Advanced IP Service Management Solutions

Automate the delivery of new services, over any network technology to any device – Voice, Video, Data, Messaging, Content and Multimedia services

• Advanced Order Management• Service Provisioning and Activation• Service Resource Management • CPE Device Provisioning

Manage the collection and exposition of information from the network• Active Mediation• Advanced Advertising Personalization


Sigma Delivers the Service LayerSigma Delivers the Service Layer

Providing the abstraction of the network and resource layer from a two-way perspective

Ability to interact with upstream applications to:

• Accept provisioning requests and real time events to “push” information to the network and resource layer:

• OSS/J Order Management & Provisioning APIs

• Retrieve (“pull”) information from the network layer and enrich it to provide an aggregated, unified view of the subscriber, their services and their usage of the services

• IPDR-based messages

• Respond to requests from upstream systems around this subscriber information in real time


TeleManagement Forum eTOM modelTeleManagement Forum eTOM model

OperationsFulfillment Assurance Billing & Revenue

ManagementOperations Support & Readiness

Service Management &Operations

Resource Management &Operations

Supplier/Partner RelationshipManagement

Customer RelationshipManagement

Retention & Loyalty

Customer Interface Management

Selling

Resource Data Collection & Distribution

Supplier/Partner Interface Management

S/P PerformanceManagement

S/P Problem Reporting &Management

S/P Requisition

Management

ResourceProvisioning

ResourceTrouble

Management

ResourcePerformance Management

ServiceQuality

Management

ServiceProblem

Management

CustomerQoS / SLA

Management

S/P Settlements& Payments

Management

Service Guiding & Mediation

MarketingFulfillmentResponse

S/PRMSupport &Readiness

SM&O Support &Readiness

RM&O Support &Readiness

CRM Support &Readiness

ServiceConfiguration & Activation

OrderHandling

ProblemHandling

Bill Payments & Receivables Mgt.

Bill InvoiceManagement

Manage Billing Events Charging

Bill InquiryHandling

Resource Mediation& Reporting

Manage Workforce

Sigma


Service Layer InformationService Layer Information

Brings together relationship of : Subscriber – Services - Network

Leveraging this information is key

OperationsFulfillment Assurance Billing & Revenue

ManagementOperations Support & Readiness

Service Management &Operations

Resource Management &Operations

Supplier/Partner RelationshipManagement

Customer RelationshipManagement

Retention & Loyalty

Customer Interface Management

Selling

Resource Data Collection & Distribution

Supplier/Partner Interface Management

S/P PerformanceManagement

S/P Problem Reporting &Management

S/P Requisition

Management

ResourceProvisioning

ResourceTrouble

Management

ResourcePerformance Management

ServiceQuality

Management

ServiceProblem

Management

CustomerQoS / SLA

Management

S/P Settlements& Payments

Management

Service Guiding & Mediation

MarketingFulfillmentResponse

S/PRMSupport &Readiness

SM&O Support &Readiness

RM&O Support &Readiness

CRM Support &Readiness

ServiceConfiguration & Activation

OrderHandling

ProblemHandling

Bill Payments & Receivables Mgt.

Bill InvoiceManagement

Manage Billing Events Charging

Bill InquiryHandling

Resource Mediation& Reporting

Manage Workforce


The Next Generation Services LayerThe Next Generation Services Layer

Bringing together mediation, fulfillment, device provisioning and subscriber information

To Support:

• collection, exposition and modification of service layer data

• using TMF standards-based interfaces

Providing the next generation infrastructure for transformation

Sigma Training Services

© 2009 Sigma Systems

Eric KisielEric KisielDirector of Platform IntegrationDirector of Platform Integration

Charter CommunicationsCharter [email protected]@chartercom.com

Brian CappellaniBrian CappellaniCTOCTO

Sigma SystemsSigma [email protected]

Thank YouThank You

mailto:[email protected]



From Communications Service Provider To Next Generation Operator

Technology

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