New Generation Operation Support System - Télécom …agirs/course-2-NGOSS.pdf · – A brief...

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New Generation Operation Support System

Hanane EzZahra OuminaProject ManagerTél: +33 6 32 09 89 75 ; +212 66 44 31 65

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Outline

• Motivation of NGOSS• NGOSS Basics• NGOSS Business view• NGOSS SID : shared information data model• NGOSS TNA : Technology Neutral Architecture• Application of NGOSS


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What is TeleManagement Forum?

Nonprofit consortium focused on Operations Support System (OSS) and management issues for communications industry.(Service providers, software and hardware suppliers, system integrators)

Provides a collaborative environment in which companies can address service provider’s most critical business and technical requirements.

Provides an online knowledgebase featuring industry information and potential solutions.

The voice of the OSS Industry

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What does TM Forum do?

1. Provide strategic leadership and guidance on: New generation operations systems and software

Business process modeling and automation Managing next generation network technologies Webbased customer care and customer relationship management (CRM)Managing Ecommerce

2. Enables collaborative, businessdriven solutions based on commercially available software and industry standards

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The operational challenges are growing

The market demands that the next generation of OSS provides :

Rapid service developmentRealtime flowthrough service deliveryRealtime, content based, proactive, location based billingWebbased and customer self serviceService level guarantees across multiservice, multitechnology multiprovider infrastructuresFlexible and responsive technology base

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…But yesterday’s systems can’t bear that

OSS has become a roadblock to innovation and not a Rapid service development a business tool for competitive success

Service and software development and integration take lot of time and money

Business processes and systems are: Slow to evolve – unable to support new services Can’t meet rapid time to market requirements Affecting companies’ bottom line

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So, we have to redesign systems to handle Chaos

Easy and flexible – response to changing business models and software technologiesReduced overall cost of OSS ownership – with increased functionality and reduced development timeLower cost of changeIntegrated billing – proactive, basedcontent billingSupport for legacy integrationCommercially available – offtheshelf software (COTS)

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NGOSS revolutionizes the OSS industry

NGOSS has two important goals:Enable business, system and implementation to be specified and developed.Facilitate the rapid development of OSS components and solutions to meet business needs.

• NGOSS solves this by defining a methodology– More than an architecture specification

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Outline

• Motivation of NGOSS• NGOSS Basics• NGOSS Business view• NGOSS SID : shared information data model• NGOSS TNA : Technology Neutral Architecture• Application of NGOSS


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What is TMForum’s NGOSS?

NGOSS is a paradigm shiftNGOSS is a businessoriented solution framework that specifies the methodology for building OSS components.

Defines the characteristics of the next generation of OSS.

NGOSS is implemented as a set of programsTMF is producing a repository of business and system models, documentation, and code to support these efforts

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Hitchhicker’s guide to NGOSS

FrameworkSupports multiple point of views

ArchitectureTechnologyneutral frameworkTechnology specific implementations defined

MethodologyCombination of policy and process managementShared information and data model

InteroperabilityContract and component based

CommunicationDistributed networking and computing services

ComplianceTestable and provable

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NGOSS key concepts

Points of view «f ocus on particular concerns on the system »Framework « supporting or enclosing structure »Methodology «s ystem of principles and procedures applied to a discipline »Architecture «a style or method to design a construction »

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Syste

mView

Implem

entati

on View

NGOSSNGOSSKnowledgeKnowledge

BaseBaseNeed

Mod

el Validate

Run

Business

View

CustomerOSS

Thu Apr 05 12:47:19 2001

Ordering 3 Use Case

Use Case Diagram

Gateway Services

GatewayInterface

Provider Services

CustomerManagement

Interface

Customer Management Services Product Management Services

ProductRequest<<SDM>>

CustomerContact<<SDM>>

Customer<<SDM>> InvoiceInquiry

<<SDM>>

CreditViolation<<SDM>>

ProductCatalog<<SDM>>

ProductService<<SDM>>

CustomerOrder

Manager ProductFulfillmentManager

Ordering 3Process

***

C u s tomerR e l a tions hipM an a gement

R es ourc eInf ras' tu reD ev 't andM ng mnt

S u pplier /Pa r tne r

Serv ic eD e v e lopmenta nd Op'nsM an a gement

In f o rmation

C u s tomer

A s sess Serv ic eA v ailab ility

Pr ovide Serv ic eA v a ila bility Date

D e te rmineR esour c eA v ailab ility

Pr o v id e A v a ilabilityD ate

Q ua lifyC u s tom er

Id en t ify So lu tionA lte rna tiv es

U p da te Cus tomerC o ntac t Rec or d

S o lut ionA lte rna tiv esA v ailab le

N o A c tionR e quired

Pr e OrderF e a sibilityR e q ues t Made

R e c e iv e Pre Or derF e a s ib ility Reques t

Contract Interface

Service Implementation

RunT

ime

View

NGOSS Points of views

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NGOSS Architecture

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Outline • Motivation of NGOSS• NGOSS Basics• NGOSS Business view

– A brief history of eTOM– The conceptual view of eTOM: level 0– The conceptual view of eTOM: level 1– The conceptual view of eTOM: level 2

• NGOSS SID : shared information data model• NGOSS TNA : Technology Neutral Architecture• Application of NGOSS


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eTOM: NGOSS Business Map

OperationsFulfillment Assurance BillingOperations

Support &Readiness

Customer Relationship Management

Service Management & Operations

Resource Management & Operations

Supplier/Partner Relationship Management

(Application, Computing and Network)

Enterprise Management

Strategic &EnterprisePlanning

Financial & AssetManagement

Enterprise QualityManagement, Process & ITPlanning & Architecture

Stakeholder & ExternalRelations Management

Brand Management,Market Research &Advertising

Human ResourcesManagement

Disaster Recovery,Security & FraudManagement

Research &Development,TechnologyAcquisition

Strategy, Infrastructure & ProductProductLifecycleManagement

InfrastructureLifecycleManagement

Strategy &Commit

Marketing & Offer Management

Service Development & Management

Resource Development & Management

Supply Chain Development & Management


Customer

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A Brief History of eTOM

– Smart Network Management Systems: An Urgent Need• Competition: answer fast to need, the gain is indeed.• Growing number of technologies• critical need to provision service rapidly

– Automation is acknowledged as the key to face competition and technologies

• Inhouse development• Packaged point solutions• Intelligent systems

– Expert systems• Systems that store the results of human expertise and can act on that

knowledge.• Policybased system• Reusable and rapidly developed

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A Brief History of eTOM Network and services management community

accept Telecom Management Network as a standard for discussing management.

Element Management

Network Management

BusinessManagement

ServiceManagement

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A Brief History of eTOM– First step: apply expert systems on NML and EML:

• Basic Alert Management• SNMP IP polling

– Second step: Proactive policies based on impact analysis and prediction:

• Business accountability• Implementation of services classes

– Third step: apply expert systems on SML• Combination of fault and performance data to define costumer

SLA• Mapping of network data to service definition

Comprehensive view of network topology and element, network and service.

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A Brief History of eTOMWhat is a workflow? It is an automation of a complete or partial process dring

which documents, information and/or tasks are passed from one participant to another.

But... Without intelligent interfaces to NEs and OSS, workflow alone

is inadequate for automating communications processes.Business process It is a logical sequence of tasks that accomplishes a function

such as:• Validating an order• Designing a new circuit

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A Brief History of eTOM– Telecom Operation Map is a blueprint

for process direction and the starting point for developing and integrating OSS

– TOM is a comprehensive view of communications operations processes, subprocesses and activities that is focused on serving customers

Network and Systems Management Processes

Service Development and Operations Processes

Customer Care Processes

Customer

Network Element Management Processes

Information System

s Managem

ent Processes

NetworkPlanning andDevelopment

NetworkProvisioning

NetworkMaintenance &

RestorationNetwork DataManagement

NetworkInventory

Management

ServicePlanning andDevelopment

ServiceProblem

Management

ServiceQuality

ManagementRating and

DiscountingService

Configuration

Customer Interface Management Processes

Sales OrderHandling

Invoicingand

CollectionsProblemHandling

CustomerQoS

Management

Physical Resource and Information Technology

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Element Management

Network Management

BusinessManagement

ServiceManagement


Support &Readiness

















Strategy &Commit






Customer

Network and Systems Management Processes

Service Development and Operations Processes

Customer Care Processes

Customer

Network Element Management Processes

Information System

s Managem

ent Processes

NetworkPlanning andDevelopment

NetworkProvisioning

NetworkMaintenance &

RestorationNetwork DataManagement

NetworkInventory

Management

ServicePlanning andDevelopment

ServiceProblem

Management

ServiceQuality

ManagementRating and

DiscountingService

Configuration

Customer Interface Management Processes

Sales OrderHandling

Invoicingand

CollectionsProblemHandling

CustomerQoS

Management

Physical Resource and Information Technology

Syste

mView

Implem

entati

on View

NGOSSNGOSSKnowledgeKnowledge

BaseBaseNeed

Mod

el Validate

Run

Business

View

C ustomer

OS S

Thu A pr 05 12:47:19 2001

Ordering 3 U se C ase

Use C ase Diagram

Gatew ay Servi ces

GatewayInterface

Provider Servi ces

C ustomerManagement

Interface

C ustomer Management Servi ces Product Management Servi ces

Pr oductRequest<<S DM>>

CustomerC onta ct<<SDM>>

C ustomer<<SDM>> InvoiceInquiry

<<SDM>>

CreditViolat ion<<SDM>>

ProductC atalog<<SDM>>

P roduc tSe rvi ce<<SD M>>

CustomerOrder

Manager Pr oductFulfil lment

Manager

Ordering 3Process

*

**

C us tomerR ela tions hipMan agement

R es ourc eInfras 't ureD ev 't andMng mnt

S upplier /Par t ner

Serv iceD ev e lopmentand Op' nsMan agement

Inf ormation

C us tomer

As s es s S erv ic eA v ailability

Pr ov ide S ervic eA v ailability Dat e

De t ermineRes ourc eA v ailability

Pr ov ide A v ailabilityD ate

QualifyCu s tomer

I dent if y S olutionA lt ernat iv es

U pd at e Cu st omerC ont ac t Rec ord

S olutionA lternativ esA v ailable

N o A c tionR equired

P reOrderF eas ibilit yR eq uest Made

Re c eiv e PreOrderFea s ibility Reques t

Contract Interface

Service Implementation

RunT

ime

View

A Brief History of eTOM

TMN TOM

eTOM NGOSS

TOM Horizontals=TMN layers

TOM processes=eTOM « FAB »

eTOM is the business view of NGOSS

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Enhenced Telecom Operation Map

eTOM defines the business Point of view of NGOSS system : external view of functionalities supported by the business activities

Mechanism for identifying and catalogingDomain boundariesBusiness processes and flowsUse casesActors, entities, modelscontracts

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eTOM: enhanced Telecom Operations Map

is NOT a service provider business model

is framework for business activities

is An ‘ industry standard’ business process framework

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Customer

Suppliers/Partners

Shareholders Employees Other Shareholders

Marcket, Product and Costumer

Service

Ressource

Suppliers/Partners

Strategy, Infrastructure & Product

Operations

The conceptual view of eTOM: level 0

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eTOM external interactions


Customer

Suppliers/Partners

Shareholders Employees Other Shareholders


Service

Ressource

Suppliers/Partners

Sell Side

Buy Side

Exte

rnal

Env

ironm

ent

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The conceptual view of eTOM: level 1


Support &Readiness

















Strategy &Commit






Customer

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The Operations area

Operations

Fulfillment Assurance BillingOperationsSupport &Readiness






“FAB” remains the core of the Operations area

Operations Support & Readiness is separated from FAB

“OPS” also supports functional process groupings shown as horizontal layers

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The Strategy, Infrastructure & Product area

• “SIP” encompasses strategy and lifecycle management processes in support of operations– Strategy & Commit– Infrastructure Lifecycle

Management– Product Lifecycle

Management

• “SIP” also has functional groupings, aligned with those in “OPS”


ProductLifecycleManagement


Strategy &Commit






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Entreprise management area

• Support the whole of the enterprise activity• Responsible for setting policies and enterprise targets and plans

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OperationsFulfillment Assurance BillingOperations Support

& ReadinessCustomer Relationship Management




The Operations area

ServiceConfiguration & Activation

ServiceProblem

Management

Service QualityAnalysis, Action

& Reporting

Service & Specific Instance

Rating

SM&O Support & Process

Management

ServiceManagement &

Operations Readiness

Supplier/Partner Interface Management

S/P Buying

S/P Purchase Order

Management

S/P Problem Reporting &Management

S/P PerformanceManagement

S/P Settlements & Billing

ManagementS/PRM Operations

Support & Process

Management

S/P Relationship Management

OperationsReadiness

Resource Provisioning & Allocation

to Service Instance

ResourceProblem

ManagementRM&O Support & Process

Management

ResourceManagement &

Operations Readiness

Retention & Loyalty

Customer Interface Management

Billing & Collections

Management

CustomerQoS / SLA

ManagementProblemHandling

Selling

Order Handling

MarketingFulfillmentResponse

CRM Operations Support & Process

Management

CRM Operations Readiness

Sales & Channel

Management

Resource Data Collection, Analysis & Control

Resource QualityAnalysis, Action

& Reporting

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OperationsFulfillmentAssurance Billing





Retention & Loyalty


CRM Support & Readiness

Customer Interface Management

Problem handling

Customer QoS/SLA Management

Billing & Collections Management

Marketing Fulfillment Response

Selling Order Handleing

The Operations area: Level 2 Processes

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SM&O Support & Readiness

Service Configuration & Activation

Service Problem Management

Service quality Management

Service & Specific Instance Rating







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SM&O Support & Readiness

Resource Provisioning

Resource Trouble Management

Resource Performance Management

Resource Data Collection & Processing







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S/Partner Relationship Management



S/PRM Operations Support & Readiness

S/P Requisition Management

S/P Problem Reporting & Management

S/P Performance Management

S/P Settlement & Billing Management

S/P Interface Management

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Infrastructure Lifecycle Management

Product Lifecycle Management

Strategy & Commit


The SIP area

Supply Chain Strategy & Policy

Supply Chain Planning

& Commitment

Supply Chain Development & Change

Management

Supply Chain Performance Assessment

Supply Chain CapabilityAvailability

Service Planning &

Commitment

Service PerformanceAssessment

Service Strategy &

Policy

Service &OperationsCapabilityDelivery

Service Development &

Retirement

Resource &Operations CapabilityDelivery

Resource PerformanceAssessment

Resource & Technology

Strategy & Policy

Resource & Technology

Plan & CommitmentResource

Development

Product Development & Retirement

Product & Offer Portfolio

Capability Delivery

Product & Offer Portfolio Strategy,Policy & Planning

MarketingCapability Delivery

Product & Offer Business

Planning & Commitment

Product, Marketing & CustomerPerformanceAssessment

CRMCapabilityDelivery

MarketStrategy &

Policy

Sales & ChannelDevelopment

Marketing Communications

& Promotion

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ProductLifecycleManagementInfrastructureLifecycleManagement

Strategy &Commit






The SIP area: Level 2 Processes


Market Strategy & Policy

Product & Offer Portfolio Management

Product development

Sales Development

Product Marketing Communications & Promotion

Product & Offer Capability Delivery

Marketing Capability Delivery

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InfrastructureLifecycleManagementStrategy &Commit







Service Strategy & Planning

Service Capability Delivery

Service Development & Retirement

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Resource Strategy & Planning

Resource Capability Delivery

Resource Development & Retirement





Resource Development & ManagementSupply Chain Development & Management


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Supply Chain Strategy & Planning

Supply Chain Capability Delivery

Supply Chain Development & Change Management





Resource Development & ManagementSupply Chain Development & Management


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The Enterprise Management Hierarchy

EnterpriseManagement

DisasterRecovery,Security &FraudManagement

HumanResourcesManagement

Financial &AssetManagement

Stakeholder &ExternalRelationsManagement

EnterpriseQualityManagement,Process & ITPlanning &Architecture



BrandManagement,MarketResearch &Advertising

Group EnterpriseManagement

BusinessDevelopment

EnterpriseArchitecturePlanning

Strategic &Business Planning

FinancialManagement

ProcurementManagement

Real EstateManagement

BrandManagement

Advertising

Market Research& Analysis

Workforce Strategy

Employee & LaborRelationsManagement

WorkforceDevelopment

HR Policies &Practices

PR & CommunityRelationsManagement

ShareholderRelationsManagement

RegulatoryManagement

Legal Management

Research &Development

TechnologyAcquisition

ProcessArchitectureManagement &Support

InformationSystems Strategy& Planning

KnowledgeManagement

Enterprise QualityManagement

SecurityManagement

FraudManagement

DisasterRecovery &ContingencyPlanning

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Methodology

• To develop Level 3 processes starting from agreed level 2 processes

• To obtain a “Library” of Examples of EndToEnd Process Flows, obtained by utilizing process components (at level 2, 3, 4, …) contained in the eTOM Business Process Framework. These flows could be– Completely composed of Level 2 processes– Completely composed of Level 3 processes– Composed of a “mixture” of Level 2 and Level 3

processes• Builds on existing published eTOM Business Process

Framework (GB921 v4.0

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Outline • Motivation of NGOSS• NGOSS Basics• NGOSS Business view• NGOSS SID : shared information data model• NGOSS TNA : Technology Neutral

Architecture• Application of NGOSS


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eTOM summary

eTOM provides an industryaccepted business process framework supporting:

Process oriented business model for use by service providers, vendors, integrators, etc.A common understanding of business processes and their linkages applicable across the industry.A basis of customizing and extending this common base to meet detailed, specific business needs.

eTOM includes definition and details for:Process structure (hierarchy)Process decomposition (levels)Process flows (linkage)Process dynamics (behavior)

eTOM is a major component of NGOSS program aimed at fast, flexible integration of OSS & BSS.

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NGOSS SID : shared information Data Model

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NGOSS SID

Service

Supplier/Partner

Sales Market

Ressource

Entreprise

Product

Customer

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NGOSS SID Alligned with eTOM Domains



Service

Ressource

Suppliers/Partners


Operations

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Customer as a business participant

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Outline • Motivation of NGOSS• NGOSS Basics• NGOSS Business view• NGOSS SID : shared information data model• NGOSS TNA : Technology Neutral

Architecture


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NGOSS TNA : Technology Neutral Architecture

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NGOSS TNA

An implementation of functionality;Subject to third party composition;Conformant to component model;Contractually specified ie: containers for contract instances.

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Bundles, Components and contracts (1)

Componentbased software engineering: Concerned with the rapid assembly (plug and play construction) of systems from components where:

Components and frameworks have certified properties; andThese properties provide the basis of predicting the properties of the system built from these components.

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Bundles, Components and contracts (2)Bundle concept:

A container of one or more component,Not an architecture element.

Component concept:An architectural element that supports a management contract and one or more functional contract.

Contract

Contract instance

Component

Bundle

Is realized by 0 or more

Contains 2 or more

Contains 1 or more

Unit of Deployment

Unit of Manageability

Unit of Service Specification

Unit of Binding

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What is a contract…A description of the service to be provided in terms of:

The metadata used to describe the interface,The metadata used to describe the operation that may be invoked in the service,For each operation, the set of terminations that may be returned by the service after invocation of the operation.

The behavior of the service, some of the behavior that may be specified:

The preconditions under which an operation may be invoked,The postconditions which define the state that the system is left in for each termination that can be returned when an operation is invoked

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NGOSS Contract

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The contract/Information

Exposes

Customer Product

Exposes

Implements Implements

Contracts define how information is shared

Shared information to bind together system activities

Overall process plan

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Behavior and control policy

The NGOSS policy subsystem is the supervisor of the operations. For example, policies can be used in:

Define standard values ( assures consistent values as function of defined factors)Define peering relationship that may be maintainedIdentify the set of services available based based on environmental factors

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The policy continuim

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Model mapping

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Application of NGOSS

Service providersAssess business process and system capabilities

System integratorsAssess market opportunities

Independent software vendorsFramework for contract/ component development

Network equipment providersFramework for contractbased device management interface

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