Business Process Management - Utrecht · PDF fileBusiness Process Management ... (High -Speed...

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Business Process Management

Gerrit ten Haaken

Solutions Architect,Oracle Nederland B.V.

Joost Maliepaard

Solutions Architect,Oracle Nederland B.V.

2

Agenda

• Who is Oracle?

• SOA for Business

• Oracle SOA Suite

• Some customer stories

Agenda

• Who is Oracle?




3

Oracle Corporation

• World’s largest enterprise software vendor

• $14.8 Billion revenue, FY06

• 275,000+ global customers

• 30,000 applications customers

• 19,000 small and medium business customers

• 61,480 employees; 7,000 support personnel

• 17,736 partners

• 8,500 Independent Software Vendors (ISVs)

• Operating in 145 Countries

4

<Insert Picture Here>

Our Mission

Making our software a source of continual competitive advantagefor our customers

- Better Information

- Better Results

What is Oracle’s Vision?

To be the most admired Software Company

• Indispensable to customers

• Trusted by partners

• Attractive for the best people

• Most profitable

• Most innovative

• Respected by competition

5

Source: Securities Data Company (SDC) and press releases; based on calendar years and on announcement date; includes pending deals.

35

2 4 3 3 36 6 7

13

6

61

0

10

20

30

40

50

60

70

80

1995

1996

1997

1998

1999

2000

2001

2002

2003

2004

2005

2006

IBM:61 Total Software Transactions

$9.3bn Disclosed Value

610

75

119

3 4 3 2

8 9

77

0

10

20

30

40

50

60

70

80

1995

1996

1997

1998

1999

2000

2001

2002

2003

2004

2005

2006

MICROSOFT:77 Total Transactions


Consolidation is Not Unique to OracleOracle, IBM and Microsoft, among others, have all been active software acquirers

3 3 49

31

4 42

4

14

8

59

0

10

20

30

40

50

60

70

80

1995

1996

1997

1998

1999

2000

2001

2002

2003

2004

2005

2006

ORACLE:59 Total Transactions


Per Calendar Year Cumulative

6 Acquisitions**

Oracle Fiscal Year 2005 Oracle Fiscal Year 2006 OracleFY 2007

Acquisition Timeline: A Recent History

* Includes acquisitions of Covansys and Hexaware operations.** Acquisition of Portal Software is pending.

4 Acquisitions

17 Acquisitions*

*

6

OperatingSystem

Database

Middleware

Suite

Development Tools

Applications

Consulting Services

Windows

SQL Server

.NET

Visual Studio .NET

Linux/Unix/Windows

Database 10g,TimesTen IMDB,

Berkeley DB

FusionMiddleware

Oracle Tools / J2EE

Linux/Unix/Windows

DB2

WebSphere

Rational / WebSphere

IBM GlobalServices

Linux/Unix/Windows

Oracle,DB2, MySQL,SQL Server

NetWeaver

NetWeaver / ABAP

SAP Consulting

FusionApplications

MicrosoftBusinessSolutions

mySAP

Oracle Consulting

3rd Party ISVs

3rd Party SIs

Linux

MySQL,PostgreSQL

JBoss, Spring,Geronimo

PHP, Eclipse

SugarCRM,others

3rd Party SIs

OpenSource

Acquisitions Make the Oracle “Stack”More Compelling

Welcometo who wants to be an

Ebizionaire

7

What is Oracle’s mission?

c) Make a high margin d) Become the biggest

£1000,000

£500,000

£250,000

£125,000

£64,000

£32,000

£16,000

£8,000

£4,000

£2,000

£1,000

£500

£300

£200

£100

a) Make a lot of profit b)

Help our customers to create competitive

advantage

Agenda

• Who is Oracle?




8

Information-DrivenEnterprise

Client/Server Applications

SOA Applications

Mainframe Applications

TIME

Internet Applications

BU

SIN

ES

S B

EN

EF

ITS

Significant Shifts in Technology Getting To An “Information-Driven” Enterprise

19871987 19931993 20002000 2008+2008+

BUT

BUT

BUT

BUT

WHY?

WHY?

WHY?

WHY?

BUT

BUT

BUT

BUT

BUT

BUT

BUT

BUT

WHY?

WHY?

WHY?

WHY?WHY?

WHY?

WHY?

WHY?

Once upon a time…

9

Service Oriented Technology

ServicesServices InfrastructureInfrastructure

StandardsStandards

OrchestrationOrchestration

Service Oriented Experience

10

Another exampleTelecom: Once upon a time…

Telecom history

11

Telecom services evolution

Telecom infrastructure Standards

12

Technical standards and jargon?…

gsm

umtsumts

gprs

adsl

broadband

isdn

tri-band

roaming

UHF

transmitter

••HSDPA (HighHSDPA (High--Speed Download Packet Access)Speed Download Packet Access)

••Radio Resource Control (RRC)Radio Resource Control (RRC)

••Data Link Layer Protocols (RLC, PDCP and BMC)Data Link Layer Protocols (RLC, PDCP and BMC)

••Media Access Control (MAC)Media Access Control (MAC)


SOA

Defining Business Solutions

13

•• Greater Enterprise AgilityGreater Enterprise Agility

•• Lower Technology CostLower Technology Cost

• Architect for Flexibilityand Growth

• Standards based unified application Infrastructure

• Simplified Integration

• Consistent View of Information

Business / IT Alignment

InformationTechnology

• Increase focus on the customer

• Process Optimization to drive Competitive Advantage

• Make informationtransparent and available

Result

Business

Framing the CIO AgendaDrive Innovation and Growth, while Managing Costs

The Onboarding Process

14

Sta

nd

ard

Vari

an

ce

The On boarding ProcessWhy Adaptability is Required

IT ProblemFragmentation

15

Yearly Amount

20%Improvement

80%Maintenance

60%Integration

40%“Real” new

functionalities

Result

80%

12%

8%

Gartner

IT’s Budget limitationsNo room for innovation

Division

OnboardingOnboarding

HCM Payroll Financials HCM

EAIEAI

Straightforward Application Solution

16

… business performance suffers

• Growth opportunities are missed

• Innovation slows

• Compliance costs rise

When business conditions evolve faster than the company’s ability to measure and manage…

Conclusion: Business Execution Gap

Outsourced

IT

Employee

SharedService

HR Division

Onboarding Business ProcessNeed for Flexibility

BenefitsEnrollment’’

ObjectivesSign OnInitiative

EventProvi

sioningValidateName

ARBO

17

Task-oriented User InteractionsWebCenter UI Shell – Simple, Consistent way to perform all Tasks

NotificationsNotifications

EmailEmail

DocumentsDocuments

DiscussionsDiscussions Contextual WiringContextual Wiring

CommunitiesCommunities

PresencePresence

PreferencesPreferences

SearchSearch

RecentRecent

FavoritesFavorites

Loss of Worker Productivity

Costs of Becoming Productive

In Dollars $

# of Clicks

Worker Navigation Thru Event

Number

Identifiable Steps In Process

Days

Job EventJob Event

Number

Data Re-Entry

Integrity of Data

Percentage

19

$12,249

13

311

11

CurrentCurrent

14%

33

35

$7,868

6

0

WLMWLM

100%

276

+20

$4,380

13

11

SavingsSavings

86%

Sources:• U of Michigan• Training Magazine• Society of Training & Development

• 15 Customers Benchmarked

• U.S. Dept of Labor

Using a SOA approachBenefits

“This presentation is for informational purposes only and may not be incorporated into a contract or agreement.”

--60% Days60% Days

--89% Clicks89% Clicks

--36% Cost36% Cost

18


SOA: defining Oracle Fusion Architecture

•Oracle Fusion Middleware

•Oracle Applications

• A service-oriented architecture is a collection of services that communicate with each other.

• The services are self-contained and do not depend on the context or state of the other service.

• They work within a distributed systems architecture.

19

Define: Service

Service Registry

Service Provider

Service Consumer

RegisterFind

Bind & Invoke

ServiceContract

When the business needs a new or redesigned process

Business people modify & adapt existing applications

Because applications are built as a modular set of re-usable services

Deployed using grid computing, a standard low-cost platform for all applications

What is a Service-Oriented Architecture?

Orchestration

Middleware

Infrastructure

Business Process

Services

ApplicationServices

Tools Database

20

A successful (SOA) applistructure will comprise five elements:1. Continuously decrease the operational cost of information

technology

2. Permit a fast and flexible reconfiguration of business processes

3. Deliver secure and reliable service levels

4. Permit automated upgrades and product enhancements

5. Allow different technology providers as well as custom/legacy code to plug and play seamlessly

Source:Applistructure: The Next Big or Bust Thing for Enterprise Applications?Monday, January 03, 2005Erik Keller

Benefits of SOADesigned for change

Oracle Applications & IndustriesStrategic investments

Transport

CommunicationsCommunicationsManufacturing

DemandPlanning

ERP

HR

CRM

FinancialServices

Retail

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EVOLVE.EVOLVE.

EXTEND.EXTEND.

PROTECT.PROTECT.

Oracle Applications StrategyProtect. Extend. Evolve.

Oracle Fusion MiddlewareOracle Fusion Middleware

… existing product lines will be extended with Fusion Middleware

New

Releases

Planned

FUSION APPSFUSION APPS

… A new generation of applications is being developed with Fusion Middleware


Extending applications with Fusion Middleware

Pave your path to the Next Generation

22

“75 percent of leading companies are incapable of creating a

unified view of the customer.”

Gartner

Source: It's really (almost) all about the data: Optimizing loyalty initiatives

By Michael Lowenstein, CPCM, Managing Director, Customer Retention Associates

07 Feb 2003 URL

Customer Centric Companies Have a Problem

Example: Order to Cash process

23

Change: Extended EnterpriseOrder to Cash

Service Oriented approachOrder to Cash

24

Today’s IT Solution…Order to Cash

SuppliersCustomers

PartnersEmployees

Analytics &Collaboration

The Order To Cash Process

VIRTUAL

(embedded)

Is there a better way?

Order to Cash process & SOA

25

Composite Applications

FMS

Services

ObjectivesValidateName

Initiative Event

Provisioning

Sign On

Employee

HR Dept

Call Center Agent

IT

CRM

3rd Party / Custom

HCM

Benefits

Enrollment’’

• Common data model for single source of truth

• Intelligence embedded into transactional systems

• Real-time, role-based information access & reporting

• Easily configurable process automationvia standards-based business process management

• Continued build outof industry-specific capabilities

• Complete lifecycle management approach to continually lower TCO

• Reduced time and cost of upgrades via automated installation and set-up features

Oracle Fusion ApplicationsDesign Principles: Deliver Greatest Business Value

Superior Superior

Ownership Ownership

ExperienceExperience

Deep & Adaptive Deep & Adaptive

Industry ProcessesIndustry ProcessesGreaterGreater

Business InsightBusiness Insight

26

� Service Oriented

� Standards-Based

� Model Driven

� Event Enabled

� Information Centric

� Performant, Scalable

� Secure

� Grid Ready

Business Process OrchestrationBusiness Process OrchestrationProcess Models BPEL Engine

Fusion Service BusFusion Service BusMulti-Protocol Routing

Message TransformationServices and Event Mediation

Fusion Service RegistryFusion Service RegistryApplication Integration Services

Process Integration ServicesData and Metadata Services

Oracle AppsOracle Apps Custom AppsCustom Apps ISV AppsISV Apps

Unified PortalUnified Portal

Activity Activity MonitoringMonitoring

BusinessBusinessIntelligenceIntelligence

Grid ComputingGrid ComputingClustering Security

Provisioning Configuration

Data Management Directories

Identity Management Web Cache

Ap

pli

ca

tio

n D

eve

lop

me

nt

Fra

mew

ork

Ap

pli

ca

tio

n D

eve

lop

me

nt

Fra

mew

ork

Lif

ec

yc

le M

an

ag

em

en

tL

ife

cyc

le M

an

ag

em

en

t

Oracle Fusion ArchitectureAn Open, SOA-Based Foundation


Ebizionaire

27

What is the mean reason to apply SOA?

c) It’s the best escape for IT d) You always should follow trends

£1000,000

£500,000

£250,000

£125,000

£64,000

£32,000

£16,000

£8,000

£4,000

£2,000

£1,000

£500

£300

£200

£100

a) It’s beautiful technique b) To align business & IT

QA&&

28

BREAKBREAKBREAKBREAKBREAKBREAKBREAKBREAK

Agenda

• Who is Oracle?




29

Oracle Fusion MiddlewareBuilding and managing SOA-based business solutions

30

Application ServerJ2EE, WS-*, Event Services

Enterprise Service BusEnterprise Service BusEnterprise Service Bus

RoutingAdapters

UDDIRegistry

BPEL Process ManagerBPEL Process Manager

NativeBPEL

HumanWorkflow

DecisionService

Web ServicesWeb ServicesManagerManager

Security

BAMBAM MonitoringEventsAnalytics

JDeveloperJDeveloper

App DevFramework

XSLTTransform

B2B

BPABPA

SuiteSuiteAnalyst Tools

Modeling, analysis & simulation – New product, OEM ARIS from IDS Scheer…

Management

BusinessRules

The Oracle SOA Suite

What your CEO wants from IT…

Support Growth & Change

Deliver Business Insight

Ensure Compliance & Mitigate Risk

31

IT Environment

• Multiple Core Applications– CRM: Siebel

– Financials: Oracle EBS

– SCM: SAP

– HR: PeopleSoft

IT Environment

• Further Applications…

– Specialized Packaged Apps

– Custom Apps (J2EE, .Net, Forms)

– Mainframe

– Document Mgmt.

– Business Intelligence Tools

32

The Challenge

80% Maintenance20% New Projects

IT Spending and Demand Survey

• …automate processes across apps?

• …easily modify such processes?

• …make relevant biz insight available to the masses?

• …provide access across apps?

How to….?

When business conditions evolve faster than the company’s ability to measure and manage…

… business performance suffers

The Result

Perf

orm

an

ce

Time1995 2000 2005

Business

Execution

Gap

IT Platform

12

3

41

2

3

4

ERP Deployment

CRM Deployment

Internet Explosion

Industry Consolidation

Business

Requirements

33

Oracle Fusion Middleware helps close this gap …

Time2005 2007 2009

Perf

orm

an

ce

Time1995 2000 2005

Top 3 Business Themes




34

Business Process ManagementWhat Technologies to Use – Oracle’s Products

Model & Analyze

Connect& Route

Orchestrate &Transform

Visualize & Optimize

Manage &Govern

Business Process Analyzer & Designer

Enterprise Service Bus & Service Registry

Generate & Capture

Business Process Repository & Designer

Business Process Manager (BPEL)

WebCenter & Business Activity Monitoring

Web Services Manager

1. Business Requirements Capture

Business Process Analysis SuiteModel & Analyze Requirements

2. Business Process Definition

3. Business Activity Mapping

35

Business Process DesignerGenerate & Capture Requirements

Business Analyst Systems Analyst/Developer

Shared Metadata Model

Business Process Repository

Enterprise Service BusConnect & Route

Routing QOS Transform Rules

Enterprise Service Bus

WSDL JCA BAPI

WSIF

JMS

36

Business Process Manager (BPEL)Orchestrate & Transform

Business Process State – Audit Trail

Clustering, Dehydration

Business Process Engines

Human Workflow

1. Define2. Deploy

3. Monitor

4. Optimize

Order Booking SOA DemoFocus on ESB, Rules, Workflow, BPEL

SHOPPING PORTAL

Web Services Interface: XML, SOAP, WSDL, WSIF

EJB 3.0

Customer service

ProductSuppliers

Order DB

Approval

(Rich Workflow)

NotificationService

Order Booking BPEL PROCESS

receive

Insert Order

end

getCustInfo

SelectMfr RapidMfr

5-15 min

invoke

receive

invoke

receive

Manual

Review

?

Fulfill Order

Notify Cust

ESB

RulesEngine

Rule Author

Rulesrepository

DecisionService

FedEx

USPS

ESB

Operational dashboard

BAM

37

BPEL by Example

Select Lowest Offer

10:00am

Handle Negative Credit Exception

Credit Rating

start

end

BPEL Flow

?

United Loan Star Loan

Get Rating

Send Loan Application

Receive Loan Offer

03:00pm

Send Loan Application

Receive Loan Offer

<process>

</process>

<switch>

<variable>

<faultHandlers>

<receive>

<invoke>

<invoke>

<flow>

</flow>

<partnerLink>

<partnerLink> <partnerLink>

Events are Everywhere

RFID and Sensors

� Active and passive

� Location, temperature, moisture, motion, etc.

Security

� Authentication, authorisation, audit trail

Database

� Streams

System Management

� Performance metrics, alerts, logs

Business Process Management

� Monitoring activities, states

Messaging Systems� JMS, TIBCO, MQSeries

Business Applications

� Business Events, state transitions

38

Business Activity Monitoring

• Event Capture

• Correlation

• Metrics and KPI

• Real-time Dashboards

• Alerts

KEY FEATURES

BAM Active Studio

• Template-Driven Design

• User Defined Alert Rules

• Integrated reporting and analytics

• Complex, multi-category business reporting

• Multiple displays in a single report like Charts, Graphs, Lists, Columnar, KPI’s, Excel, Custom Content

39

Business Activity MonitoringMonitor & Optimize

Oracle BAM dashboards

40

Web CenterThe Standard-based “Face of SOA”

Microsoft Integration

Community Workspaces

Forums, Wikis, RSS, ..

Multi-Channel Access

Web 2.0 - ADF, JSF, AJAX

Framework for Context-Rich, Customizable Apps

Search, Document Mgmt.

Task-oriented User InteractionsWebCenter UI Shell – Simple, Consistent way to perform all Tasks

NotificationsNotifications

EmailEmail

DocumentsDocuments

DiscussionsDiscussions Contextual WiringContextual Wiring

CommunitiesCommunities

PresencePresence

PreferencesPreferences

SearchSearch

RecentRecent

FavoritesFavorites

41

Web Services ManagerManage & Govern

Web Services Manager

Security Management

Availability Management

Event Management

Policy Definition

Performance Management

Enterprise Service Bus

WSDL JCA BAPI

WSIF

JMS





42

Business InsightWhat Technologies to Use – Oracle’s Products

Analytic Server

Answers & Dashboards

Data Integrator (Heterogeneous ETL)

Business Intelligence Publisher

Delivers & Mobile Analytics

Analytic Workflow & Real Time Decisions

Model Information

Query & Analyze

Report & Publish

Monitor & Alert

Optimize via Actions

IntegrateData

Master & Manage Data Oracle Data Hubs

Analytic ServerModel Information

Presentation Layer

Physical Layer

Semantic Object Layer

• User Identity & Role• User Profile • Personalization• User Security• Filters & Rules

• Dimensions• Hierarchies• Measures• Partitioning• Aggregation Rules• Time Series• Caching• Mapping

• Physical Store• Connections• DB Features• DB Specific SQL• Schema

43

Integrate DataData Integrator & Service Bus

Data Loading

Data Extraction

Data Stage & Cleansing

Data Transformation

Data Routing

Event Sensor

Data Filtration

Data Transformation

Heterogeneous ETL

ESB

Master & Manage DataOracle Data Hubs - MDM

Data Hub

Data ModelData Model

Data Quality ToolsData Quality Tools

Data Mgmt ToolsData Mgmt Tools

Services & APIsServices & APIs

Data WarehouseData Marts

Reference DataSynchronization

Transaction Data

CRM FinancialsSCM

44

Answers & DashboardsQuery & Analyze

OLTP & ODS

Systems

Data WarehouseData Mart

SAP, OraclePSFT, SiebelCustom Apps

FilesExcelLotus

Semantic Object Layer

Physical Data Sources

Data Model Map (SQL Gen Metadata)

Mainframe OLAP Sources

SQL ShipSQL Ship

BI PublisherReport & Publish

HTMLHTML

ExcelExcel

PDFPDF

RTFRTF

XMLXML

WordWord

PPTPPT

EDIEDI

EFTEFT

e-Mail

Fax

Browser

File Server

Fax

Printer

Data Sources

Report Formatting

Dashboards

Report Generation

Job Scheduler

Business User

OLTP & ODSSystems

Data WarehouseData Mart

45

Delivers – Conditional AlertsMonitor & Alert

ee--MailMail(POP/IMAP)(POP/IMAP)

PagerPager

SMS/VoiceSMS/Voice

OLTP SystemsOLTP Systems

Business Business ProcessesProcesses

SAP, OracleSAP, OraclePSFT, SiebelPSFT, SiebelTime Conditions

Data Conditions

Composite Conditions

Priority-based Delivery

Analytic Flows & Real Time DecisionsTake Action

Actionable Actionable EE--Mail, PageMail, Page

OnOn--Page Alerts Page Alerts & Actions& Actions

Embedded Embedded ActionsActions

Conditional RulesConditional Rules

Action BOT

BPEL Business ProcessBPEL Business Process

Human Workflow Tasks

ContextualState

Analytic Dashboard Business Rule

46



Business Insight

Compliance & Risk Mitigation

Audit & Track Compliance

Enable Web Single Sign-On

Provision & Manage Entitlements

Define Enterprise Roles

Identity ManagementWhat Technologies to Use – Oracle’s Products

Create User Identities

Enable Desktop Single Sign-On

LDAP Directory, Virtual Directory, & Identity Manager

LDAP Directory, Virtual Directory, Certificate Authority

Identity Manager, Delegated Administration Services

Access Manager, Identity Federation

Enterprise Single Sign-On

Attestation & Compliance Manager

47

Directory ServicesDefine Enterprise Roles & Create User Identities

Oracle Virtual DirectoryOracle Virtual Directory

LDAP

Virtualization, Proxy, Join & Routing

SynchronizationSynchronization

Storage

LDAPLDAP

Identity AdministrationProvision & Manage Entitlements

DelegatedAdmin

UserSelf Service

• User Profiles• Resources• Access Policies

• Automation Engine• Biz Process Engine• Request Manager

Role, Entitlements Admin.Role, Entitlements Admin.

Provisioning ServerProvisioning Server

Adapter FactoryAdapter Factory ReconciliationReconciliation

48

Access ControlEnable Web Single Sign On

Web Gate

http

Federation Federation ServerServer

Web Server

SAML, Liberty,WS-Federation

SSOFederatedSSO

Third Party Apps Enterprise Apps

WSMWSM

Access ServerAccess Server

Enterprise Single Sign-OnEnable Desktop Single Sign-On

Oracle eSSO

User Desktop

SSO

49

Compliance ManagementAudit & Track Compliance

Audit DataAudit Data

LockdownSystems/

Processes

ControlAccessPoints

DeploySafety

Mechanisms

ValidateControls

ManageExceptions

Segregation of Segregation of DutiesDuties ControlsControls AttestationAttestation

Operational ManagementManage Identity Management Alerts & Service Levels

Automatic Discovery

Pre-instrumented

Metrics

Service Level

Management

Server PerformanceDiagnostics

Configuration

Management

50

What your CEO wants from IT……and what Oracle supports




51

Be aware:

“Perception is

Reality”

52

Service Oriented Experience

Or: Service Oriented Experience

53

Or: Task-oriented User InteractionsSimple, Consistent, User-Friendly


Ebizionaire

54

Which component is not part of the Oracle SOA Suite?

c) JDeveloper d) Business Activity Monitoring

£1000,000

£500,000

£250,000

£125,000

£64,000

£32,000

£16,000

£8,000

£4,000

£2,000

£1,000

£500

£300

£200

£100

a) Enterprise Service Bus b) BPEL Process Manager

e) Web Service Manager f) MQ Series

QA&&

55

Agenda

• Who is Oracle?




What are the Telecom Industry Trends?

Convergent ServicesStovepipe Products

Why: Cross-Product Bundling and Pricingto prevent churn and increase wallet share

Implication: Establish common process andinfrastructures for all services & products

Convergent ServicesStovepipe Products

Why: Cross-Product Bundling and Pricingto prevent churn and increase wallet share

Implication: Establish common process andinfrastructures for all services & products

NextGen & Value Add ServicesLegacy Voice & Data

Implication: Refresh of BSS/OSS Infrastructures toenable next generation services

Why: Legacy networks are costly tooperate and maintain, and do not providethe competitive, innovative services

Integrated ITFragmented Systems

Implication: Growing transition towards integratedplatforms for business critical functionsto enable flexibility and agility

Why: Highly fragmented architecturesare costly and rigid, and do not permitbusiness agility and time to market

Integrated ITFragmented Systems

Implication: Growing transition towards integratedplatforms for business critical functionsto enable flexibility and agility

Why: Highly fragmented architecturesare costly and rigid, and do not permitbusiness agility and time to market

Multi-Channel, Multi-ProductSingle Channel per Product

Implication: Consolidated multi-channel architectures,based on common customer and productrepositories.

Why: Being able to serve every customer, for any product, through any channel is the key to customer centricity

Multi-Channel, Multi-ProductSingle Channel per Product

Implication: Consolidated multi-channel architectures,based on common customer and productrepositories.

Why: Being able to serve every customer, for any product, through any channel is the key to customer centricity

Intense CompetitionRegulated Competition

Implication: Integrated operators must dramatically cut costs, streamline processes, and optimise asset utilisation

Why: Value-Chain is breaking up – many players providing niche services throughout chain

The telco Market is a very dynamic market

56

How well equipped are operatorsto meet these challenges?

Telco Order Management architecture

Webapplication

Call centerapplication

AccountManager

application

Partnerapplication

Networkapplications

Provisioningapplications

Billing applications

Etc

Retailapplication

Message Bus

Frontoffice

Backoffice

57

Belgacom: the challenge

• Needed to process thousands requests per day in a timely and cost efficient manner

• Processes are complex

• Unable to track key events and lacked the visibility to take action

• Processes require integration with numerous legacy systems and heterogeneous sources like:

• Proprietary homegrown order management and network assets / inventory systems

• Operational Support Systems (OSS)

• Communications hardware (i.e., DSLAMs, Broadband Access Servers, etc.)

• Mediation platform for its next generation network

Belgacom: the solution

• Oracle BPEL Process Manager runs 150+ BPEL processes and 15,000 transactions per day

• Enhances visibility and manageability of processes

• Improves IT department efficiency by reusing processes

58

DSL Provisioning at Belgacom

Application for the provisioning and activation of DSL lines. Belgacom is processing up to 15,000 DSL provisions / day through SOA and BPEL processes which link their customer interfaces and OSS layer,

managing activation and repair.

Struts

BPEL

Telco Activation Services

DSL Activation Manager

6000+ network equipment endpoints (SLEE gateway)

SDSL Activation Manager

Sales/Customer Service Interfaces

and Order Review

Exception Management

Billing Services

Account Management Services

Reporting Services

Register for New Service

Self-service web app

Call Center

Application

ServerOrder

Status

Belgacom: why Oracle BPEL?

• Native BPEL, 100% standards compliant

• Shared long-term SOA vision

• Product and deployment support, true partnership approach

• Application server agnostic (JBoss)

59

BPEL Example: multi-product media company using department-driven automation

Sales

ContractManagement

After salesMarketing Billing & Collectionsdepartment

Financials

Work stream management (BPEL)

OtherDepartments

BPEL Example: Dutch Cable company

• Project goal: decoupling the monolithic applications and the OSS systems

• Why BPEL? • Get an overview of the entire order process for both the own

support/helpdesk/marketing department as for the end customer

• Open their services architecture for business partners

60

BPEL Example

• 10.975.000 speeding tickets processed in 2005

• Plukze (lik op stuk beleid) 1600

• Get rid of (Mass) customizations

• Improve Time to Market new systems

• Reduce cost price

• Increasing chain integration (zorg)

• Politics: respond quickly upon ad-hoc actions

Current situation

• Siloed systems

• Huge amount of customizations

• Technology outdated

• Inflexible systems

• Inefficient system management and processes

61

Solution

• Programme “Noorderwint” (implementation and process re-engineering)• Guarantee Continuity (customer support, Maintenance)

• Flexibility

• Efficiency

• Fundamentals• Standard Software Package (eBS) AND Standardisation of processes and

systems (BPR) - optimise, architecture

• Person driven processes

• Supplier: Single vendor over best of breed

• Proven technology

• Architecture• Integrated Architecture Framework / Layered approach

• Generic process model

• EBS vanilla implementation

• Implement BPEL and B2B


Ebizionaire

62

Which was not a reason for Belgacom to choose for Oracle BPEL?

c) True partnership approach d) Proprietary technology

£1000,000

£500,000

£250,000

£125,000

£64,000

£32,000

£16,000

£8,000

£4,000

£2,000

£1,000

£500

£300

£200

£100a) Native BPEL, 100% standard

compliant

b) Shared long term SOA vision

QA&&

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