opera8ons support services - part 1 from order entry to ... · pdf fileopera8ons support...

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Opera8onsSupportServices-part1FromOrderEntrytoServicesAc8va8on

MestradoemEngenhariadeTelecomunicaçõeseInformá8caMasterDegree(MSc)inTelecommunica8onsandInforma8csEngineering

Engenharia de Serviços Services Engineering

mailto:[email protected]

TODAY

Opera8onsSupport:TheMo8ves

Func8onali8es

ServiceCrea8on

ProductCatalog

Inventory

OrderManagementandWorkflows

2Opera'onsSupportServices

WhoaretheCustomers?

3ServiceEnablementandProvisioning

Slide title minimum 32 pt

(32 pt makes 2 rows

Text and bullet level 1 minimum 24 pt

Bullets level 2-5 minimum 20 pt

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ΆΈΉΊΌΎΏΐΑΒΓΕΖΗΘΙΚΛΜΝΞΟΠΡΣΤΥΦΧΨΪΫΆΈΉΊΰαβγδεζηθικλνξορςΣΤΥΦΧΨΩΪΫΌΎΏ

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Do not add objects or text in the footer area

ERICSSON BSS VISION | Commercial in confidence | © Ericsson Telecomunicações, Lda 2013 | 2013-11-15

Who are your customers?

Student

Business man 10 GB browsing WiFi hotspot Roaming 2 GB TED talks

Blue Collar 5 GB browsing News service Netflix 5 movies

Music Lover Unlimited Spotify

2 GB browsing YouTube Gaming package

’Socializer Social Media package

Facebook Twitter

10 devices 20 MB data 500 min voice 1000 SMS

DAD MOM

The corporation Shared Plan


(32 pt makes 2 rows









Targeted Advertising

Network Optimizati

on

Customer Care

Brokering Campaign Recommendation

Customer Centric

customer profiling

Network Behavior &

Usage (incl Charging)

Demographic data

Terminal data Service KPI’s Mobile Broadband

Social Network

Customer Profile Card • Gender

• Male

• Zip code

• High Spender

• Smartphone user

• High influencer

• Good voice experience

• Poor web browsing

CustomerProfiling:

ForNetworkOp8misa8on

ForMarke8ngCampaigns

ForAdver8sing

ForbeVerCustomerCare

ToleverageBrokering(partners,stores,etc.)



(32 pt makes 2 rows









Shared Packages

Only €20/month Included: 10GB, 2Mbit/s

Take actions

Trends:

SharedPackages



(32 pt makes 2 rows









Shared Packages

Only €20/month Included: 10GB, 2Mbit/s

Take actions


(32 pt makes 2 rows









Differentiation and packaging flexibility

Basic subscriptions

Add on services

1 month unlimited

€15

GOLD

80 Mbps Max 10 GB/month

High prio

€30

SILVER


Medium prio

€20

BRONZE


Low prio

€10

SPEED 20 mbps

€3

VOLUME 2 GB

€1

1 hour unlimited

50 cent

7 days unlimited

€2

5 videos

1 HD movie

€4

Services

1 hour international

telephony €4

1 day

10 cent

Trends:

Differen'a'onandpackagingflexibility


Trends:

TimeLimited+Policy



(32 pt makes 2 rows









Time limited + policy

time Ban

dwid

th

(Mb/

s)

0,5 8

10min FaceBook

Free usage Medium prio

0,1€

BASE

0,256 Mbps Low prio

0.02€ / Mb

30min YouTube

Free Usage High prio

0,4€

1 HOUR TURBO

8 Mbps Free 1 GB High prio

1€



(32 pt makes 2 rows









The customer dilemma

How much is 2 Gigabyte?


(32 pt makes 2 rows









The customer dilemma

14 million SMS 1.5 million E-mail

48 hours of low- resolution video

1,000 Photos

12 minutes of HD film 3-4 Game clients

9Presenta'onnamegoeshere

Opera8onsSupportServices

Opera8onsSupportSystems

Opera8onsSupportSystems/Servicesbeganasmachinestohelppeopleperformstandard,telephonecompanyopera8onsjobs

Earlynetworkmanagementandac8va8onsystemsweregenerallyequipment-specificandvendor-specific

Currentshi\istomakingOSSapplica8onsInternetandeBusiness-capable


Mo8ves:IndustryTransforma8onConvergence 11Opera'onsSupportServiceshVp://www.youtube.com/watch?v=IHjcXmRVDBc



(32 pt makes 2 rows









Business Processes

People Technology

OSS BSS – a quick overview

Service Assurance

Service Fulfillment

Billing &

Rev. Mgmt

Customer Relationship Management

Plan, Build,

Optimize

TheOperatorSupportServicesInfrastructure



(32 pt makes 2 rows









This is BSS

Billing &

Rev. Mgmt

BSS


Service Assurance

Service Fulfillment

Plan, Build,

Optimize

BusinessSupportServices

14ServiceEnablementandProvisioningSlide title

minimum 32 pt (32 pt makes 2 rows









This is OSS

Service Assurance

Service Fulfillment

Billing &

Rev. Mgmt

Plan, Build,

Optimize

OSS


Opera8onsSupportServices



(32 pt makes 2 rows









ericsson‘s vision in CRM CSPs require a 360 degree view of the customer experience

TELECOMCRM

Mul8-FacetedOpera8ons 16ServiceEnablementandProvisioning


(32 pt makes 2 rows









Scope Dimension – Multi Faceted Operations

Customer Service Sales & Marketing

§ Churn Analysis § Customer Segmentation § Service Bundling § Service Pricing Strategies

Finance § Accounts Receivables /

Payables § General Ledger § SIM Card / Voucher

Management § External Order Interfaces

Provisioning § Fulfillment § Switch and Circuit

Activation

Order Entry § Service Order Entry § Customer Data Quality § Customer Credit Check § Grey- and Blacklist

Management § External Order Interfaces

Charging / Billing § CDR Collection,

Processing, Distribution (Data Integrity)

§ Rating / Bill Calculation § Settlements § Roaming / Interconnect /

Content Billing § Invoice Production § Invoice Distribution § Collection / Payment

Processing

Network Administration

§ Fraud Detection § Network Security § Traffic Management § E2E-Service Assurance

OSSsFunc8onality

FromBusinessOpera'onsperspec8ve

CustomerRela8onshipManagement(CRM)

Self-ServicePortal

ChargingandBilling

PricingandRa8ng

OrderEntry

FromInfrastructureOpera'onsperspec8ve

OrderManagement(Products&Services)

InventoryManagement

ProvisioningandAc8va8on

Media8on(ChargingFunc8ons)

NetworkandTroubleManagement


OSSsFunc8onality

Customerinterfacing

Aself-service(web)Portal,wherethesubscriberisabletomanagehissubscrip8onandac8vatenewservicesanddeac8vateunwantedones

CustomerRela8onshipManagement(CRM)

Opera8onsinterfacing

ProductCatalogue

OrderEntry(Products&Servicesoriented)

SubscriberManagement

PricingandRa8nginforma8onandrules

Charging&Billingfunc8ons


AttheBSS(BusinessOpera8ons)layer

OSSsFunc8onality

Applica8ons

OrderManagement(ServicesOriented)

ResourceInventoryManagement

ServiceCrea8onEnvironment(Modelling,Bundling,Deploying)

ServiceProvisioning

Middleware

TopologyManagement

Customer(Subscriber/Device)informa8on

ServiceandNetworkAc8va8on

Media8on(UsageRecords,Logs,Reten8on)


AttheOSS(InfrastructureOpera8ons)layer

OSSsandProcessesModeleTOM 20Opera'onsSupportServices

ServiceCrea8on 21Opera'onsSupportServices

CatalogUsage 22Opera'onsSupportServices

23

FulfilmentWorkflow:OrderEntry,Inventory,Provisioning,

Ac8va8on

Func8onalArchitecture

OrderManagement

Defini8onofWorkOrderdata,accessviewsandprocessing

StateManagementofWorkOrders

InventoryManagement

Managepersistentinforma8onusedtosupportandcontrolprovisioning

ProvisioningandServiceAc'va'on

Decomposetaskintoac8va8oncommands

Sendac8va8oncommandstoNetworkElements


OrderEntryandManagement 25Opera'onsSupportServices

OrderEntryandManagement

OrderEntryProcessincludestypically:

Capturingandvalida8ngtheorderandrelatedcustomerinforma8on;

Determiningtheavailabilityoftherequestedproductorservice;

Reservingcomponentsoftheservice,suchasaportonaswitchorablockofIPaddresses;

Schedulinginstalla8on8mesanddates;

Ordersources:

Sales(DirectandWholesale)

CRM

Portal(Self-Service)


OrdersWorkflow

OrderDecomposi'on:

EachOrderisbrokendownintoaseriesofsub-orderstohandlethevariouscomponentsoftheorder

WorkflowManagement:

Theprocessbywhichsub-orderstasksaretrackedandmanaged

Hasjeopardymanagementrou8nes,sothatbusinessrulescanbedefinedtore-routeorders,reassignpriori8esandreassignworktasksautoma8cally

Abilitytoreportonordercomple8on8mesandjeopardysitua8ons(BusinessIntelligenceenginecanusethisdata,formetricsinreal-8me)


OrderEntryandManagement

ServiceValida'on:

Inanintegratedenvironment,onceacustomer'sloca8onisdetermined,theOrderEntrysystemmustcommunicatewithothersystemsthathandlenetworkInventoryandConfigura8ontodeterminewhatservicestheloca8oncansupport

ProductCatalog:

Storestherulesthatdeterminewhatservicesareavailableandprovidespricinginforma8onbasedondiscountsforcertainproductbundles

ResourcesInventory:

Storesdataaboutavailablenetworkandservicesresources,forexample:

IPaddress,TelephoneNumber,SIMcardID,etc.

Portinequipment(aswitch/DSLAM,etc)

StorageSpacealloca8on(mailbox,cloudstorage),etc.


OSS-Thebasicgoal 29Opera'onsSupportServices

OrdersWorkflow 30Opera'onsSupportServices

TypicalOrderTypes 31Opera'onsSupportServices

ProvisioningandAc8va8on

Provisioningisthestagingprocessforservicedelivery:

Itisrules-based,organisingtheseriesoftasksnecessarytodeliverspecificservicesintoprovisioningplans

Itlaysouttheplanforhowtheservicewillbeconfigured,andupdatesInventoryand/orconfigura8onrecordstoreflectthechangesonthenetwork

Ac'va'onsystemsini8alisethosepor8onsoftheServicethatcanbeAc8vatedbycommunica8ngwiththeNetworkElementsorServiceElements


OrdersWorkflow

DesignandAssign:

OrderManagementprocessiscloselyassociatedwithNetworkInventorymanagementandserviceProvisioning

Astasksarecompletedandordersarefilled,NetworkInventoryelementsmustbeupdatedtoreflectchangesinthenetwork'sconfigura8on

ServiceInventory:

DividedinPhysicalandLogical

PhysicalInventory:actualequipmentandhardware,IPaddresses,telephonenumbers,Webspace,servermemory,diskspace...

LogicalInventory:thingsthatdonotphysicallyexistbutcanbedefined,configuredandinventoried,suchascircuitsorvirtualnetworkpaths


OSSFunc8onality-Inventory

Customer-CentricViewintoProductsandServices

Anyusercangetvisibility

Front-officeusers,sales,supportetccanunderstanddependencies&availability

Back-officeuserscanrelatethenetworktotheservicesandcustomers


Telephony Service (voice) example

ExamplefromOracleSolu8ons 37Opera'onsSupportServices

CreateWorkOrder

TheBSScreatesWorkOrders(WO)

TheWOcrea8onrequestisdefinedinXMLformat

TheWOrequestisdescribedbyasetofparameters:source,typeandreference

TheWOdataisembeddedintothecrea8onrequest


WorkOrderData

WOcrea8ondataisspecifiedinXMLsyntax

TheexpecteddataarespecifictothetypeofWOandaredefinedbytheOrderManagementApplica8on

TheWOdataispar8allycheckedbytheOrderManagementApplica8on;parametervaluesarenotvalidated

TheBSSisresponsibleforvalida8onofparametervalues


StateofWorkOrder

ThestateoftheWOiscomposedofitsexecu8onstate(currenttask)anditsassociateddata

ThestateoftheWOismanagedandpersistedbyOM

ThestateoftheWOisupdatedwhenataskcompletes(eithermanualorautoma8c)


Resolu8onofErrors

ExaminedataintheWO

Errordescrip8on,valuesreturnedbyprevioustasks,etc.

Trytocorrectthesitua8on

Correctdata,etc.

IftheproblemseemstobesolvedthentheWOstateissettoComplete/Resolved

Otherwise,theWOstateissettoCompleteorFailed,whichtriggersrollbackopera8ons


Comple8ngtheWorkOrder

Aprocesscanterminatesatspecificprocessexitpoints

Aprocesscanterminatesuccessfullyorwitherrorifmanualresolu8onfailed

AsetofautomatedtasksareusedtocleanupandtranslateerrorcodesfortheBSS

AWOcomple8onno8fica8onissenttotheBSS(includesWOdata)


WhatisAc8va8on?

Theserviceac8va8oncomponentprovidesfor:

Designdecomposi8on

Producescorrectsetsofcommandstoac8vate,de-ac8vate,ortestthephysicalandlogicalcomponentsthatcomprisetheservice.

43

ComponentsofAc8va8on

Ac8va8onScriptTemplates:-

storeac8va8onscriptsandassociatedparametersandenableuserstobrowse,add,modify,ordeletethem.

ServiceLevelscripts:

Enabletheserviceordertobedecomposedandcontaincommandstoac8vatetheservice.

UnitLevelscripts:

Executetheac8va8oncommandsonthenetwork.

Scrip8ngEngine:

ProcessesAc8va8onscriptsforeachmanageddevice.

Appliesasetofvalida8onrulestoeachscript.

Producesac8va8ontasks.

44

ComponentsofAc8va8on

TaskScheduler:

8melyexecutesoftasksaccordingtotheirrankorpriority.

Roll-BackSupport:

Minimizesthe8meandeffortrequiredto–

Reverseac8va8onsejngs

Suspendtheprocess

Rescheduleunsuccessfulopera8ons.

Ac8va8onAdapters:

Facilitatesinterac8onwiththenetworkequipmentandserveropera8ngsystems.

45

Func8onsofAc8va8on

Automa8callyac8vatesservices end-to-end across multi-vendor, multi-technology networks.

Enablesserviceproviderstodeploy any type of equipmentintheirnetwork,asitsupportsvirtuallyalltypesoftechnologiesandvendorequipment.

ReducesservicedeliveryboVleneckscaused by slow and inefficient manual processes.

Monitorsthe activation process flow

Canautoma8cally“rollback”thenetworkto its previous state in case of an activation failure.

Providesanaudit trail of activation operations,includingoverallac8va8on8mesandnetworkelementreplies,forbusinessintelligencepurposes.

46

BenefitsofAc8va8on

Freedomofchoicetoincorporateanytypeofdeviceinthenetwork

Ac8vateservicesacrossconvergentnetworksswi\lyanderror-free

Accelerateservicedeliverybyautoma8ngserviceac8va8on

Improveopera8onalefficiencybyreplacingresource-drainingprocesseswithautomatedac8ons

Reduceopera8onalcostsbyelimina8ngerrorsduetomanualinput

Rapidlymeetmarketdemandsandincreasecustomersa8sfac8on

47

Scenario 48

OrderManagement

• CreationofPostpaidconnection

• ProvisionofISDfacility

ActivationProvisioning

• CreationofIMSI

Mediation

SMSC UDR

MML

HLR

BillingSystem• CANo.• BANo.• BillingCycle• CreditLimit• TypeofServiceprovided• Date&TimeofActivation• MasterDataofallplans Database

VendorVASIMS

MMSC UDR

SGSN/ GGSN IPDR

MSC CDR

CustomerRelationshipManagement

(CRM)

CSC

KioskIVRS

WSCSMS

CallCenter

1

7

65

43

8

2

CustomerAccount&BillingAccountaregenerated

OrderID

Opera8onsSupport:TheMo8ves

Func8onali8es

ServiceCrea8on

ProductCatalog

Inventory

OrderManagementandWorkflows


SUMMARY

AnyQues8ons? 50Opera'onsSupportServices

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