Service Capability Management - Methodology

Prepared by: Peter Skoularikos, Principal Consultant

 Telecoms operational management

• Discuss context of telecommunication

services and how these are managed
o Telecom silos
o System convergence

•Describe operational support systems

o Description of key components
o Service assurance enablers
o Commercial considerations

•Standards & Methodology for preparing

service management projects

Page: 2
 Part 1 – Domain

Telco domain and Context

Page: 3
 Telecommunications Services

• Heterogeneous services
• Networks of Networks
• Multiple equipment standards
• Multiple devices
• Multiple communication standards

TELECOMS

Page: 4
 Telecommunication Service Management Problem Overview

• Telecommunication services are increasingly complex, with the requirement to

converge the build and operations of heterogeneous technologies and IT systems
into composite services

• The customer experience is based across technologies, processes and traditional

organisational boundaries ie. VOIP, Mobile – broadband convergence

• One of the biggest challenge facing operators is in

o increasing efficiency and reducing cost of product delivery ( Capex )
o managing cost of ownership for systems and operations ( Opex )

• Budgets are restricted and are consumed by maintenance - increasing ROI on current
systems and resources and extending support staff efficiency is key

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 Assurance Problem Outline

Innovation curve

• Operator legacy landscape lags behind innovations in broadband, IP , device

development

• Organisational structure and processes are stovepipe focused within discrete

technology sectors , as per the legacy approach

Operational impacts

• Point solutions are developed to address new feature and service development
leading to proliferation of systems and increasing complexity in service delivery and
assurance operations

• Multiple teams working on the same issue ( Support Level 1 , 2 & 3 ) @Everyone is
working on the problem!

• Multiple tools and master data repositories lead to data inaccuracies , redundancies
and inconsistencies - pushing up operational costs

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 Traditional Telco Organisational and System Stovepipes

Operations Engineering IT/Service Delivery Marketing/Business

1. DTV 1. Transmission Planning 1. DTV 1. DTV
2. VOIP 2. Service Planning 2.VOIP 2.VOIP
3. IP 3. Access Planning 3. IP 3. IP

Inventory Inventory Inventory Sales

Information Systems Information Systems Information Systems

Inventory

Tool Development Tool Development Tool Development Shipping

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 NGOSS Converged service management

Engineering
1. Transmission Planning
2. Service Planning
3. Access Planning IT/Service Delivery
Operations 1. DTV
1. DTV 2.VOIP
2. VOIP 3. IP
3. IP

Marketing/Business
Tool Development 1. DTV
Sales 2.VOIP
3. IP

UCMDB
Shipping

Information Systems
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 Organisation and Processes

1st/2nd generation legacy system - converged services expansion maintains

vertical organisation for systems and resources in silos
Technologies and SDH ATM IP IT PSTN PLMN Video
services
Procure
Design
Deploy
Deploy/Operate

3rd generation – converged service organisation - classified into key process areas
* Converged service function allows for process simplification, strengthening capability and skills transfer
Organisational unit Engineering Service Design ( Deploy ) Deploy + Operate Organisation

Function Transmission – Transport - Business and architecture Business and

Process definition and standards

architecture architecture

Technologies and SDH,ATM,IP,PLMN,PSTN Voice,IP,DTV Voice,IP,DTV

services

Procure
Design
Design Services
Deploy
Deploy/Operate
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 Part 2 – Systems

Processes/Functions and systems

Page: 10
 The service fulfilment process

Customer Partner

$
$
$

Customer Service

Sales

Resource Inventory
Packaging
Revenue
Management

Delivery/Provisioning

Operations
Management
Distribution

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 The service assurance process

Customer

Partner
Fault Report

Front Office/Web Portal

Fault Resolution

Distribution

Resource Inventory

Back Office
support
Fault detection
& correction

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 Telecoms Process/Functional Stack

Service Management / Support

Partner

Problem management Selling

Trouble Ticketing QoS Order Handling

EAI Bus

Configuration
Management Correlation
Service Configuration &
Application Activation
Management UCMDB
Resource Provisioning
FaultManagement/
Performance Management

Mediation Bus
Legend
CIO CMTS ACS CAS SoftSwitch Gateway Gateway

Engineering

Operations

Page: 13 Partner
 Telecoms Process/Functional Stack – eTOM mapping

Page: 14
 Service Assurance/Service Management functional components

The system software suite provides for all standard service management functionality

Service Management / Service Support

• Problem Management
• Fault Management/Performance Management
• Trouble ticketing / Incident Management
• Service Management ( Root cause analysis )
• Availability /SLA management

Resource Management / Configuration Management

• Infrastructure Management
• Configuration management
• Inventory

Interfaces and adaptors

• OSS/J, MTOSI
• Configuration management

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 The legacy application / data landscape
Discrete inventories and configuration maintained
Service Planning
TRAIL:REF01 DTV/Voice/IP CIRCUIT:REF02
Transmission Symbol Count Description Delivery
Group 1 Web services Service Plan /Delivery
Transmission Planning 1 Security ATM/IP
Line/SDH 1 Customer service Symbol Count Description
Symbol Count Description 1 Patch panel
1 Patch panel 1 Web services
1 Cable termination 1 Comm-link.30
1 Amplifier 1 Security
1 Comm-link.30 1 Customer service

Trail
VPN
9/29/2009 Quality Assurance
9/29/2009
Quality Assurance
Line
9/29/2009 PE
9/29/2009

CP
18/06/2006

-Fault Number Customer Service

-Category
Operations
DTV/Voice/IP
Symbol Count Description
Quality Assurance
1 Patch panel
1 Web services
Operations 1 Cable termination
1 Amplifier
1 Comm-link.30
1 Security
Page: 16 1 Customer service
 Applying process and function consolidation for network
assurance

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 Part 3 – Methodology

The methods used to set up an assurance strategy

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 Approach

• Develop assurance process methodology based on eTOM, ITIL

• Develop management processes over service assurance cycle

• Source and select vendors and external service providers

• Establish organisational architecture blueprint

• Architecture definition for integration to external systems

• Pilot project definition and implementation

• Design and implementation management through architecture governance

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 Standards

• Define architecture standards to enable understanding the current environment and

planning for change – most of all consistency and traceability

Business
Business Domain Architecture
Process TMF
Application Architecture

Application
Security
Integration Architecture
Architecture Function TMF,IEEE,IETF

Information Architecture
Infrastructure

Technology TMF,IEEE,IETF

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 Methodology
Architecture Stage Steps Process and Infrastructure Viewpoint
Models
A. Initiation and Framework Stage Adopt/Develop architecture and business process Framework and business process (
frameworks TOGAF,TMF, ITIL )

Principles and governance

B. Baseline(AS-IS) Description Revise principles
Stage
Analyze problem statement
(IT Analysis Stage )
Gather information requirements

Define current organisational structure Notations,Physical and Logical

descriptions
Define current processes
Project Folder
Develop / Adopt alignment method

C. Target Architecture stage Process definition and revision/simplification Governance revised and applied

Physical and Logical views

Architectural description

Design proposal

D. Operations planning Organizational and Process development

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 Standards - TMF

• Enable process – system mapping and road-map definition - enables the definition of
operational processes, common terminology , cost model and functional separation

Fulfilment Assurance Billing

Product & Portfolio Management

Ø Leads Management
· Data Ø Sales
· Telephony Ø Channel Management
· Internet Ø Sales force Management
· TV Ø Marketing Ø Product Development
· VAS Ø Campaign Management Ø Offer Management

Customer Interface Management

· CRM Ø Billing
· Self Care Portal Ø Customer Contact Management Ø Trouble ticketing Ø Account Receivables
· Phone / Letter / Fax Ø Customer/Account Management Ø Workforce management Ø Collection Management
Ø Order Entry and Management Ø SLA Management Ø Electronic Bill Presentation

Resource Management
· Service Planning Ø Integrated Order Management Ø Resource incident management
· Provisioning Ø Configuration Management Ø Network/System Trouble Tickets
· Network Plan / Design Ø Provisioning Interconnect Ø Service Problem management Ø Rating
· System Management Ø Network / Element Management Ø Fault / Service Correlation Ø Mediation

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 Standards - Togaf

• Define technology architecture

to enable assurance process
throughout the system
landscape and ensure
consistency

• Security is key concern for

operational systems throughout
the organisation

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 Technology Definition
Using the TOGAF as a guideline , the target architecture will be defined according to the logical and physical
baseline components ,applicable to infrastructure modelling .

Technology Physical and logical views will be developed in conjunction with supporting documentation where
technology is deemed to be :

The set of systems,software and networks which enable , support and maintain the services delivered to the
organisations customers ,including but not restricted to the following areas :

• Desktop : Web browsers

• Infrastructure : Application,platform , data ,network , transmission

• Security : Application security

• Presentation : User Interface

• Application server :

• Management systems : Fault management , operational tools , support structure

• Data and storage :

Technology architecture is deemed to be :

The set of design principles for implementing the technology within an organisation , in fulfilling and enriching the
objectives laid out in the business architecture domain and providing the infrastructure and capability to
achieve the service delivery objectives .
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 Methodology : Classification and organisation
Defines the process of establishing a service based network management
strategy
• Apply standards to ensure common vocabulary and classification
terminology as well as alignment to current initiatives
• E-TOM and NGOSS provide process identification and mapping enabling visibility
and functional definition for acquisition and planning
o Service Fulfillment
o Service Assurance
• ITIL provides a service centric view of the functional landscape ( ITIL v3 ) ITSM
and BSA / BSM
• TOGAF provides architectural guidelines for strategic system decision making and
business alignment to technology

• Establish baseline reference for service infrastructure information

• Catalogue equipment
• Catalogue and classify services
• Identify organisational boundaries and ownership areas
• Develop process flow for each functional area ( Service impact assesment )

• Establish migration path

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 Methodology : Pilot Project

• Select a specific service with measurable SLA and bring under

configuration management
• Classification and service modelling
o Organisation
o Tools/Systems/Applications
o IT/Network/Engineering
• (Auto ) Discovery of network elements and systems
• Design Topology – system , network and circuit
• Implement in UCMDB
• Build change management process
• Build correlation rules
• Build Topology Based Event Correlation

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 Quality Of Service Example

Application Service Access End-to-End Quality of Service – Collecting data

Point from multiple sources, ensuring quality across
eMail services
Server
IT Network Service Access
IT Network Point
IP
Network SLA Router
IP Transport Service Access
E2E QoS IP Transport Point
SLA Transport SLA Edge
Router

Core IP Transport

GGSN Border
Access SLA
Gateway

Access
BTS/ CMTS DSLAM

DSL Access Point

Cable Access Point

Mobile Access Point

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