Service Provider and Vendor’s Perspectives on NGOSS

-- Evolving Current OSS/BSS TowardseTOM & SID Standards

Qiliang Zhu

Prof. Beijing University of Posts & TelecomsProf. Beijing University of Posts & TelecomsCTO Beijing Information Industry AssociationCTO Beijing Information Industry Association

14 OCT, 2004

TeleManagementTeleManagement World 11World 11--14 Oct , 2004 Long Beach CA , USA14 Oct , 2004 Long Beach CA , USA

At present more than 100 provincial-level OSS systems have been developed and deployed in China. One of the facing problems is how to evolving the existing systems to NGOSS-based ones, when introducing new system, new services or enhancing the existing functionalities. That is how to restructuring current BPF to theeTOM-based one and redesign the information/data model based on SID model . This presentation describes the perspective of the China’s operators in this regard, making the NGOSS be real live standard.

Highlights

Way of Evolvement

Reconstructing BPF

Reengineering Process Flow

Redesigning Info/Data Model

Conclusion

Business Management philosophy

NGOSS : The NGOSS : The Paradigm shiftfrom network-centric to customer-centric

Compliance Testing

Overall Framework– Business Process Framework– Technology Neutral Architecture

Software Development Technology– Shared Information and Data Models– Decomposition of Process Element– Decomposition of Business/System Elements-- Mapping between PEs and BEs– Contract/Interface-based communication between

software components

NGOSS In Action : Way of Evolvement

Unify the understanding of Common Terminologies currently used in OSS/BSS based on NGOSS standardsReconstruct the current business process framework evolving to the standardized eTOM BPFMake further decomposition of Process Elements at the third level in eTOM Business Process Framework to the fourth level PEs. In such a way the current PEs can be refined to the level of the practical use.Restructuring the current process flows by referencing the examples of generic process flows illustrated in eTOM.Redesign the existing OSS/BSS Information/Data Model based on Business /System Entities defined in SID Model and to integrate the new model with the original part.

How to evolving the existing systems to NGOSS-based ones, when introducing new services or further enhancing the functionalities? The ways of evolvement may be the followings:

NGOSS In Action : Pilot Projects

Project “ Business Process Re-engineering”

Using eTOM BPF to analyze existing business processes and design the new processes which covers enterprise architecture re-organizing, VIP-customer management, network configuration optimizing, etc. Results : quick response to market and increase the ARPU

Project “ Marketing Process flow Re-engineering”

Using eTOM BPF to analyze the weak point in existing marketing procedures and reengineer existing processes. Results : deliver more powerful marketing capability

Project “ End-to-end Process Re-designing”

Using eTOM BPF to redesign the existing vertical fulfillment end-to-end process flow and make the further decomposition of Process Elements at the eTOM 3rd level decomposition in the Operation area.Results : being implemented

eTOM - Level 2 Processes (GB v4.0)

Original Business Process Framework

Customer

IntegratedSales

Integrated Accounting

Integrated Settlement

Billing

CustomerAnalysis

Unified Operation Information Service Platform

(

Operation Analysis Software PlatformData Mining & OLAP Analysis )

IntegratedCustomer

Service System

VIP Customer(Sales Mgmt)

MarketStrategy

ServicePerformance

Resource

AnalysisUtility

Service Inventory Data Operation Data Warehouse

PaymentService

ResourceMgmt

Resource DataCollection &Processing

Customer QoS/SLA Management

Retention & Loyalty

DecisionMgmt Dept.

OperationMgmt Dept.

.

ServiceMgmt Dept.

.

Service Agency(bank, post office)

Sales Office Agent Web

Self-serviceCall

Center

Selling ,Order Handling

AnalysisCRM

Unified

Info. MgmtCustomer

CRMOperational

Problem HandlingBilling & Collections ManagementService Quality Management

Resource Performance Management

Service & Specific Instance R

ating

Customer Interface Management

Resource Provisioning, Resource Trouble Mngt

ServiceMgmt

Service Quality / Problem Mngt,Service Configuration & Activation

Pilot Project : Reconstructing BPF

Service Management & Operations

ServiceConfiguration & Activation

ServiceProblem

ManagementService QualityManagement

Service &Specific Instance

RatingSM&O

Support &Readiness

Retention & Loyalty

Customer Interface Management

Billing & Collections

Management

CustomerQoS / SLA

ManagementProblemHandlingSelling

OrderHandling

MarketingFulfillmentResponseCRM

Support &Readiness

ResourceProvisioning

ResourceTrouble

Management

Resource Data Collection & Processing

ResourcePerformance Management

RM&OSupport &Readiness

DecisionMgmt Dept.

OperationMgmt Dept.

.

ServiceMgmt Dept.

.

Service Agency(bank, post office)

Sales Office Agent Web

Self-serviceCall

Center

Resource Management

ServiceProvisioning

CustomerRelationship Management

Evolving to eTOM-based BPF

CreditManagement

Operations & Maintenance Management

Network DataCollection

IntegratedAccounting

IntegratedBilling

IntegratedSettlement

Customer Information

Management

Pilot Project : Reconstructing BPF

Ordering Process Dynamics Flow

Resource Provisioning

Service Configuration & Activation

Customer Interface Management

Retention& Loyalty

S/P Requisition

Management

OrderHandingSelling

4

5 8

91

Customer requests SP offering

102

3

6 7

6‘

External orderissued

Pilot Project : Reengineering Process Flow

4. Customer Order Processing Req.

5. Design Requested

6. Resource Allocation Req.

6’. External Supplier Selection Req.

Ordering Process Dynamics Flow ( continue )

Resource Provisioning

Service Configuration & Activation

Customer Interface Management

Retention& Loyalty

S/PRequisition

Management

OrderHandingSelling

18

11

15

17

Order CompletionNotification

10

12 13 14

16

External ResourceActivated

Pilot Project : Reengineering Process Flow

11. Internal Service Order Initiated

12. Internal Work Order Initiated

13. Internal Resource Processing Completed

14’. Resource Activation Req.

17. Service Activated

Project “ CRM Information Model Re-designing”

Using the NGOSS SID to redesign the existing CRM information anddata model based on NGOSS SID conceptual, analytical and domain models. This will further lead to create a entire SID-based BSS information model .

Pilot Project : Redesigning Info. Model

Step of implementation:

1. To analyze the various existing CRM-related information models being used for OSS/BSS developed by different software vendors.

2. Redesign the CRM core information model based on SID Business Entities.

3. Redesign the CRM information model based on SID System Entities

4. Creating SID-based BSS information and data models

SID Framework – Level 1 ABEs

NGOSS In Action : Unified Info/Data Model

“ Delta-1 ” Model : Customer – User – Account

“ Delta-2 ” Model : Product – Service - Resource

CustomerOrder User

Product

Accounting

Customer

Party

Customer-FacingService

Invoice

May be a

generates revenue

usage creates billing

may give access to

uses

deliversPlaced for

May be a

SID-based “ Delta-1 ” ModelCustomer – User – Account

The Customer Domainincludes all data and contract operations associated with

individuals or organizations that obtain products from a service provider.

represents all types of contact with the customer, the management of the relationship, and the administration of customer data.

includes data and contract operations related to the customer bills for products, collection of payment, overdue accounts, and the billing inquiries and adjustments made as a result of inquiries.

SID-based “ CRM ” Model“ Delta-1 ” Model : Customer – User – Account

Customer

CustomerBill inquiry

Applied Customer

Billing RateCustomer ServiceOrder

CustomerStatistic

CustomerInteraction

CustomerBill

CustomerBill

Collection

CustomerAccounting

CustomerProblem

CustomerAgreement

Customer

Problem Handling

Customer Bill Inquiry

Customer Role

Customer Relationship

Detail Bill

Customer SLAService Order Information

Customer Care Service

Product Order

Customer Information

Service Order Role

Income-Payout-Record

Service Order Relationship

Customer behavior

Customer Retention

Customer Satisfaction

Customer Value

Customer Credit

Customer Development

Accounting Relationship

Accounting Records

Customer Analysis

Customer AgreementService Order

Customer Business Interaction

Customer

Customer Accounting

Customer Account

Customer Bill

Customer Customer Order Customer SLA

Customer StatisticsCustomer Interaction Customer Bill

Customer Bill Collection

SID-based “ Delta-1 ” Model

Customer Negotiation

Configuration Req/Resp

Headings

HeadingsIDHeadingsName

IncomePayoutRecord

IncomePayoutRecordIDAccountIDAccountItemIDOperationTypeIDSum

AccountingRecode

AccountingRecodeIDAccountItemIDBillItemIDOperationTypeIDSum

AccountingRelationship

RelationshipIDAccountIDAccountItemTypeIDServiceOrderIDHeadingsID

1

0..n

1

0..n

OrderRequestItem

OrderRequestIDOrderRequestItemID

ProductIDPrice

Product

ProductIDProductName

1

BillItem

BillIDBillItemIDHeadingsIDSum

1 0..n1 0..n

0..n

0..n

0..n

0..n

AccountItem

AccountIDAccountItemTypeIDBalance

1

0..n

1

0..n0..n

0..n0..n1

0..n

1

0..n

OrderRequest

OrderRequestIDOrderRequestTimeRequestor

1

0..n

ServiceElement

ServiceElementIDServiceElementName

Bill

BillIDServiceOrderIDGenerationTime

0..n

1

0..n

1

User

UserID

CustomerAccount

AccountIDCustomerIDAccountTypeID

0..n0..nCustomer

CustomerID

0..n

1

0..n1

ServiceOrderProvisioning

ServiceOrderIDServiceElementIDServiceOrderStatusServiceOrderTimeCompletionTimeCancellationTime

0.n

1

0..n

1DetailBill

DetailBillIDServiceOrderIDConversationDuration

Rating

ServiceOrderIDCustomerIDAccountIDServiceOrderTypeIDServiceNumber

1..n

1

0..n

1..n

0..n

1..n

0..n

1

1 1..n

ServiceOrder

SID-based “Delta-1” Model ( Draft )

Customer Order

CustomerFacingService

Accounting

Evolving Stages : Current Environment

Integrated Business LogicProcessing

User Interface (GUI,WEB)

Atomic Business Logic

CustomerData

ServiceData

ResourceData

Access1

Current System

Business Logic for customer service in Business-Accounting System

Access2Presentation Layer

Business Logic Layer

Data LayerAccounting

Data

Evolving Stages : Transition

Business Logic for customer service in Business-Accounting System

Newly added Business Logic for customer management & analysis

Access1 Access2

Extended info.

Accounting info. Domain

Operation Data Center

Operation Related Non-operation Relatedmanagement & analysis info.

Sampling of customer service-oriented informationfor real-time or customized analysis

Access3 Access4

Analysis info. Domain

Extended info.

Evolving Stages : Target Environment

Business Logic for custom service in Business-Accounting System

Newly added Business Logic for custom management & analysis

Access1 Access2 Access3 Access4

Extended info.

Unified Customer info.

Analysis info. Domain

Extended info.

Operation Data Center

Operation Related Non-operation Relatedmanagement & analysis info.

Sampling of customer service-oriented informationfor real-time or customized analysis

Unified Customer Access Management

Tangible business benefits that impact

the bottom-line

A well-defined direction for business processes and OSS/BSS implementation reduces investment risk

When new systems and services are purchased, they fit in with a well-defined strategy and set of requirements

Move to an environment where process definitions, interfaces and architecture are all standard. This allows for a true competitive bidding environment

Improvements in development and

software integration environments

Process language, data models, interfaces, etc. are already defined. This reduces the development costs

Products can be built once and sold many times; NGOSS uses standard building blocks, software modules, whole products

Integration cycles are shorter & repeatableUses a common language as provided by the eTOM

Ongoing savings come into the operational

environment.

Automation enables lower operational expenditureMaking changes in a well-defined, well understood environment

is straight-forwardReacting to a need to change a service offering, billing option or

a QoS requirement becomes and easy-to-follow process

1. Business benefits from NGOSS

Conclusion (1)

Framework : Supports Multiple ViewpointsArchitecture : Tech Neutral & Tech SpecificMethodology : Business Process DrivenDevelopment : Model-based

Interoperability : Contract/Component-based using Shared Information Models

Conclusion (2)

Communication : Distributed NetworkingCompliance : Testable

Operation : Distributed Computing Services

2. 2. What the NGOSS brings to Information and Communication What the NGOSS brings to Information and Communication industry and the benefit SP can get are based on the followingindustry and the benefit SP can get are based on the followingKey ElementsKey Elements

3. Making NGOSS be real In China is a long term evolution procedure. With the full effort all the existing OSS/BSS & new developing systems in China will definitely be evolved step by step to the NGOSS-based ones. We are confident of success!

Thanks !Zhuqiliang@TOM.COM

TeleManagementTeleManagement World 11World 11--14 Oct , 2004 Long Beach CA USA14 Oct , 2004 Long Beach CA USA