Telecom Frameworks Overview

By Prakash Kajave ESG-T, Pune

Objectives
At the end of this sessions participants
will be able to:
Understand Telecom Eco system and
challenges in front
Appreciate the role of TM Forum in
Telecom eco system
Understand historical perspective of
frameworks
Understand NGOSS aka Frameworx
umbrella
Explain the basic building blocks of
eTOM, SID and TAM framework
Appreciate role of TNA in telecom
Explain the purpose and basic
functionalities of ITIL framework

Agenda
Tele Frameworks -An Ice Breaker

Role of Standards and Frameworks

Frameworks Historical overview
TM Forum Whos Who
eTOM Birds Eye View
SID Quick Journey
TAM Whats in it for me
TNA Is this a last mile ?
Introduction to ITIL
Summary & a way forward ....

Telecom Frameworks An Ice Breaker

Tele Frameworks -An Ice Breaker

Role of Standards and Frameworks

Frameworks Historical overview
TM Forum Whos Who
eTOM Birds Eye View
SID Quick Journey
TAM Whats in it for me
TNA Is this a last mile ?
Introduction to ITIL
Summary & a way forward ....

Players in Telecom Eco System

Telecom Service
Providers

Telecom Equipment
Vendors

Telecom Solution
Providers
Independent Software
Vendors

Independent Bodies,
Forums, Std. organization,
Regularity Authorities
5

Players in Telecom Eco System

Telecom Solution Providers
We have telecom solution provider like TCS, TechM, Accenture,
Capgemini.
These are the one who provide solution to telecom industries.
It provides end to end telecom solution including consulting,
system integration and managed services

Telecom Service Providers

It provides telecom services such as voice, data, value added
services (VAS) ect to retail customers, wholesale customers, &
enterprise customers
Few examples for Telecom Service Providers are idea, Airtel,
Vodaphon

Telecom Equipment Vendors

They manufacture network infrastructure like modem, SetTop box,
network element, cable TV
Few examples for Telecom Equipment Vendors are NOKIA,
ERICSON, NORTEL, SIEMENS
6

Players in Telecom Eco System

Independent Software Vendors
They create enterprise grade application software , COTS software
in telecom industry
Venders like TIBCO, ORACLE, LHS, CLARITY

Independent Bodies / Regularity Authorities

They are important part of telecom industry
They set standard, protocol, framework and best practices for
telecom industry
TM Forum, IEEE, TRAI

Players in Telecom Eco System

Telecom Business Challenges

Competition is knee
Obsolescence in Technology
Ekla Chalo Re vs. Partnerships
Cost of technology is inversely
proportional to maturity of the
technology
Investment : Should I or I should
not ?

Center of focus is no more a

product but a customer
C2M, L2C and T2R redefined
Business Challenge

Where to invest ? CAPEx

How to reduce ? OPEx
How to enhance ? PAT
How to increase ? ARPU, AON
How to Balance ? TCO vs ROI
9

The Problem

Thousands
of
discrete
processes

Integration of
multiple
Applications
to achieve
Hundreds or
thousands of automation
of a single
discrete
process
OSS/BSS
applications

Limited by
complexity of
changing
systems to
keep up with
process
enhancements
Changes not
affordable

10

Success Parameters
Competitive
Success

Continual
Operational
Effectiveness

Business
Strategy

So, what should be starting point ?

11

CONFIDENTIAL Copyright 2008 Tech Mahindra Limited

11 of 62

From Problem to Solution

Standardization!

12

Role of Standards and Frameworks

Tele Frameworks -An Ice Breaker

Role of Standards and Frameworks

Frameworks Historical overview
TM Forum Whos Who
eTOM Birds Eye View
SID Quick Journey
TAM Whats in it for me
TNA Is this a last mile ?
Introduction to ITIL
Summary & a way forward ....

13

How Standards and Frameworks are Useful?

It provides standard structure, terminology and
classification scheme for capturing
Enterprises business processes, information and
system functionalities

It provides a basis for

Sharing and agreeing these aspects internally &
externally (all other eco system players of Telco)

Support neutral reference point

Not biased towards any company, religion, country,
language, technology, scale etc.

Reusability
Promotion of reuse of business process, applications,
data, interfaces thus reducing C2M, L2C as well as
T2R

14

The Puzzle
What are processes and governing policies
meeting business needs?
What are different applications / systems to
cater to these processes?
What applications do I need to procure and
maintain?
Can each process and system understand
information (Data)?
How do I Integrate them? Can each set of
activities interoperate?

15

TM Forum

16

Business Process Automation

Automating processes requires a multi-step approach:

Defining and engineering processes

Defining systems to implement processes
Defining data in information model
Defining integration interfaces
Defining architecture for integration

The tools to achieve these steps

are provided by NGOSS from endto-end

17

NGOSS New Generation Operations Systems and Software

NGOSS is not just small extension to
OSS
Addresses.

Operations costs
Development costs
Integration costs
Future direction for
Telecom/Communications IT

Enables.
Better customer service
Rapid service evolution
Technology choices without OSS
worries
Affordable and supportable OSS
solutions

18

Where Does Best Practices Come From?

Adopting good practice can help a service provider to
create an effective service management system
Good practice is simply doing things that have been
shown to work and to be effective based on past
experience
Good practice can come from many different
sources, including

Forums (such as TM Forum)

Public frameworks (such as ITIL, COBIT and CMMI)
Standards (such as ISO/IEC 20000 and ISO 9000)
Proprietary knowledge of people and organizations

19

Frameworks Historical Overview

Tele Frameworks -An Ice Breaker

Role of Standards and Frameworks

Frameworks Historical Overview
TM Forum Whos Who
eTOM Birds Eye View
SID Quick Journey
TAM Whats in it for me
TNA Is this a last mile ?
Introduction to ITIL
Summary & a way forward ....

20

From TMN NGOSS

TMN

NGOSS

TOM

eTOM

21

TMN: Flash Back

Who

Telecommunications Management Network

(TMN)
TMN project started fall 1985

What
Initial recommendation CCITT M.30 (published
in 1988) included work of several Study
Groups
Renamed to recommendation M.3010 in 1992
which defines basic principles for TMN

22

TMN Objective
Homorganic within heterogenic
Provide a framework for telecommunications network and
service management for interoperability

Why the problem?

Heterogeneous systems, technologies, vendors, networks,
elements

To provide a organized architecture to achieve the

Interconnection: between various types of OSs and/or
telecommunications equipment
Exchange: for the exchange of management information
Standard: using an agreed architecture with standardized
interfaces including protocols and messages

23

TMN Logical Architecture, Strength and Weakness

Functional, Information, Physical, Logical
TMN Logical Architecture
Business
Management

Service
Management

Network
Management
Element
Management

TMN Strength
Very Strong foundation ( bottom layer of Pyramid)

TMN Weakness
Does not map very well to service management. It originates from
the bottom layers of the pyramid
24

TMN Management Functions

Fault management , Configuration management , Accounting
management, Performance management, Security management .

F
Fault Detection
Fault Correction
Fault Isolation
Network Recovery
Alarm handling
Alarm Filtering
Alarm Generation
Clear Correlation
Diagnostic test
Error Logging
Error Handling
Error Statistics

C
Resource
Initialization
Network
Provisioning
Auto Discovery
Backup and
Restore
Resource
shut down
Change
Management
Pre-provisioning
Inventory /
Asset Management
Copy Configuration
Remote Configuration
Job Initiation, Tracking
and Execution
Automated Software
Distributor

A
Track Service
Resource Usage
Cost of Services
Accounting Limit
Combined cost for
multiple Resources
Set quotas for
usage
Audits
Fraud Reporting
Support for
different modes of
accounting

Utilization and
Error rates
Consistent Performance level
Performance Data
collection
Performance
Report generation
Performance Data
analysis
Problem reporting
Capacity planning
Performance data
and statistics
collection
Maintaining and
examining historical
logs
25

Selective Resource
Access
Enable NE
Functions
Access Logs
Security Alarm/
Event Reporting
Data Privacy
User Access Rights
Checking
Take care of security
Breaches and
attempts
Security audit trail
log
Security related
information distribution

TOM Telecom Operations Map

Customer
Customer Interface Management Process

Sales

Service
Management

Order
Handling

Problem
Handling

Customer
QoS
Management

Invoicing/
Collections

Customer Care Process

Service
Planning/
Development

Service
Configuration

Service
Problem
Resolution

Service
Quality
Management

Rating and
Discounting

Service Development and Operations Processes

Network
Management

Network
Planning/
Development

Network
Provisioning

Network
Inventory
Management

Network
Maintenance
& Restoration

Network Data
Management

Network and Systems Management Processes

Element Management Technology Related

Physical Network and Information Technology

26

Information
Systems
Management
Processes

eTOM vs. TMN

Business
Management

Service
Management

TMN Layers correspond

with TOM horizontals

Network
Management

Element
Management

Customer
Customer Interface Management Processes

Order
Handling

Problem
Handling

Customer
QoS
Management

Invoicing
and
Collections

Customer Care Processes

Service
Planning and
Development

Service
Configuration

Service
Problem
Management

Service
Quality
Management

Rating and
Discounting

Service Development and Operations Processes

Network
Planning and
Development

Network
Provisioning

Network
Inventory
Management

Network
Maintenance &
Restoration

Network and Systems Management Processes

Network Element Management Processes

Network Data
Management

Information Systems Management Processes

Sales

Physical Resource and Information Technology

27

27

TM Forum Whos Who?

Tele Frameworks -An Ice Breaker

Role of Standards and Frameworks

Frameworks Historical overview
TM Forum Whos Who
eTOM Birds Eye View
SID Quick Journey
TAM Whats in it for me
TNA Is this a last mile ?
Introduction to ITIL
Summary & a way forward ....

28

TMF: Whos Who

Telecom Management Forum
Non profit global Consortium
Who all are involved?
All telecom Eco System players

800 + members world wide

Provides strategic leadership and direction for IT

Objective and Vision of TMF

Set IT directions
Focus on controlling EX where OP or CAP
Focus on reduction of customer churn
Standards and best practices platform for all stakeholder
Concept: By the people for the people
29

eTOM Birds Eye View

Telecom Eco System and Challenges

Role of Standards and Frameworks

Frameworks Historical overview
TM Forum Whos Who
eTOM Birds Eye View
SID Quick Journey
TAM Whats in it for me
TNA Is this a last mile ?
Introduction to ITIL
Summary & a way forward ....

30

What should be starting point ?

CONFIDENTIAL Copyright 2008 Tech Mahindra Limited

31 of 62

Why Start With eTOM?

Business Needs MUST be the Driving Force NOT Technology
The eTOM Framework provides a Vision for the Telecom Industry
to Compete Successfully through the Implementation of Business
Process Driven Approaches to Manage the Enterprise

32

What is Business Process?

Business process ???
What is it: Collection of set of logically related tasks
For what purpose: performed to achieve a defined business outcome/goal
For whom: for a particular Customer or market

Processes are identified in terms of

Beginning and End Points
Interfaces and Organizational Units involved

33

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eTOM: What is it?

A Telecommunications Service Provider Business Process
framework
eTOM is a de facto standard for the Information and Communications
Services industry processes [ ICSP ]
Provides business-oriented view
Useful for planners/ managers/ strategists
Emphasizes structure/ process components/ process interactivity/ roles/
responsibilities
Neutral
system solution/ architecture/ technology/ service provider / services

34

34

eTOM: What is not

NOT a Service Provider Business Model
Does not address strategic questions like:

Who a Service Providers target customer should be?

What market segment should the Service Provider serve?
What a Service Providers Vision, Mission, SOD are?
Which products or services to launch, when to launch, where to invest?

35

35

A Brief History of eTOM

1995-1999

Original TOM
(Telecom
Operations Map)
developed

Sept 2003
Original TOM
(Telecom
Operations Map)
developed

20012002

20002001

Original TOM
(Telecom
Operations Map)
developed

May 2002

Original TOM
(Telecom
Operations Map)
developed

End 2002

Original TOM
(Telecom
Operations Map)
developed

Apr 2004

Q3/Q4 2003

Mar 2004

Original TOM
(Telecom
Operations Map)
developed

Original TOM
(Telecom
Operations Map)
developed

Original TOM
(Telecom
Operations Map)
developed

Original TOM
(Telecom
Operations Map)
developed

e for enhanced,
eWay, enriched

Nov 2004

eTOM v4.6 is
released

Nov 2005

eTOM v6.0 is
released

Aug 2007

eTOM v7.0 is
released

2009

eTOM v8.0 is
released

36

Aug 2010

eTOM 9.x is
released

36

eTOM Level 0: Satellite View

The eTOM Model: Level 0: Conceptual

Plan
The
Business

Customer
Strategy, Infrastructure and
Product

Manage
The
Business

Operations

Market, Product and Customer

Service
Resource (Application, Computing and Network)
Supplier / Partner

Run
The
Business

Suppliers / Partners

Enterprise Management

Shareholders

Employees

Other Stakeholders
38

Moving towards eTOM Level 1: Parachute View

eTOM Model: Level 1

Customer
Strategy, Infrastructure & Product
Strategy &
Commit

Infrastructure
Lifecycle
Management

Operations
Product
Lifecycle
Management

Operations
Support &
Readiness

Fulfillment

Assurance

Marketing & Offer Management

Customer Relationship Management

Service Development & Management

Service Management & Operations

Resource Development & Management

Resource Management & Operations

(Application, Computing and Network)

(Application, Computing and Network)

Supply Chain Development & Management

Billing

Look at Matrix
4 x 4 : OPS
3 x 4 : Strategy

Supplier/Partner Relationship Management

Enterprise Management
Strategic & Enterprise
Planning

Financial & Asset

Management

Enterprise Risk
Management

Enterprise Effectiveness
Management

Stakeholder & External

Relations Management

Knowledge & Research

Management

Human Resources
Management

40

eTOM from Level 1 to Level 2

eTOM OPS: From Level 1 to Level 2

Customer
Strategy, Infrastructure & Product
Strategy &
Commit

Infrastructure
Lifecycle
Management

Operations
Product
Lifecycle
Management

Operations
Support &
Readiness

Fulfillment

Assurance

Marketing & Offer Management

Customer Relationship Management

Service Development & Management

Service Management & Operations

Resource Development & Management

Resource Management & Operations

(Application, Computing and Network)

(Application, Computing and Network)

Supply Chain Development & Management

Billing

Supplier/Partner Relationship Management

Enterprise Management
Strategic & Enterprise
Planning

Financial & Asset

Management

Enterprise Risk
Management

Enterprise Effectiveness
Management

Stakeholder & External

Relations Management

42

Knowledge & Research

Management

Human Resources
Management

eTOM SIP: From Level 1 to Level 2

Customer
Strategy, Infrastructure & Product
Strategy &
Commit

Infrastructure
Lifecycle
Management

Operations
Product
Lifecycle
Management

Operations
Support &
Readiness

Fulfillment

Assurance

Marketing & Offer Management

Customer Relationship Management

Service Development & Management

Service Management & Operations

Resource Development & Management

Resource Management & Operations

(Application, Computing and Network)

(Application, Computing and Network)

Supply Chain Development & Management

Billing

Supplier/Partner Relationship Management

Enterprise Management
Strategic & Enterprise
Planning

Financial & Asset

Management

Enterprise Risk
Management

Enterprise Effectiveness
Management

Stakeholder & External

Relations Management

Knowledge & Research

Management

Human Resources
Management

43

eTOM from Level 2 to Level 3

eTOM OPS Level 2

Strategy, Infrastructure & Product
Strategy & Commit
Marketing & Offer
Management
Market
Product &
Strategy
& Policy

Operations

Infrastructure
Lifecycle Mgmt.

Product Lifecycle
Management

Marketing
Capability
Delivery

CRM
Capability
Delivery

Product
Developme
nt &
Retirement

Sales &
Channel
Developme
nt

Service Development &

Management
Service
Planning &
Commitme
nt

Service &
Operations
Capability
Delivery

Service
Developme
nt &
Retirement

Marketing
Communications
&
Promotion

CRM Operations
Support & Process
Management

Resource &
Technology
Plan &
Commitment

Product,
Marketing
&
Customer
Performanc
e
Assessmen
t

Billing

Problem Handling

Order
Handling

Resource
Developme
nt

Billing &
Collections
Management

Customer QoS / SLA

Management

Retention & Loyalty

Service Management & Operations

SM&O Support & Process
Management

Service
Performanc
e
Assessment

Service Management &

Operations Readiness

RM&O Support & Process

Management

Resource
Performanc
e
Assessmen
t

Service Quality Analysis,

Action & Reporting

Resource Problem
Management

Resource
Provisioning
& Allocation
to Service Instance

Resource Management
& Operations Readiness

Service &
Specific
Instance
Rating

Service Problem
Management

Service
Configuratio
n
& Activation

Resource Management & Operations

Resource
&
Operations
Capability
Delivery

Supply
Chain
Planning &
Commitme
nt

Marketing
Fulfillmen
t
Respons
e

Sales & Channel

Management

Supply Chain Development &

Management
Supply
Chain
Strategy &
Policy

Selling

CRM Operations
Readiness

Resource Development &

Management
Resource
&
Technolog
y
Strategy &
Policy

Assurance

Customer Interface Management

Product &
Offer
Portfolio
Capability
Delivery

Offer
Business
Planning &
Commitme
nt

Product & Offer

Portfolio
Strategy,
Policy &
Planning

Service
Strategy &
Policy

Operations Support Fulfillment

& Readiness
Customer Relationship Management

Resource Quality Analysis,

Action & Reporting
Resource Data Collection, Analysis & Control

Supplier/Partner Relationship Management

Supply
Chain
Capability
Availability

Supply
Chain
Developme
nt
& Change
Manageme
nt

S/P
Purchase
Order
Managemen
t

S/P
Buying

S/PRM Operations Support

& Process Management

Supply
Chain
Performan
ce
Assessme
nt

S/P Relationship
Management
Operations Readiness

S/P Problem
Reporting &
Managemen
t

S/P
Performanc
e
Manageme
nt
Supplier/Partner Interface Management

S/PRM
Settlements
& Billing
Management

Enterprise Management
Strategic & Enterprise
Planning
Business
Developme
nt

Strategic
&
Business
Planning

Enterprise
Architecture
Planning

Financial & Asset

Management
Financial
Manageme
nt

Real Estate
Manageme
nt

Brand Management, Market Research

& Advertising

Group
Enterprise
Manageme
nt

Brand
Manageme
nt

Market
Research &
Analysis

Stakeholder & External Relations

Management
Procurema
nt
Manageme
nt

Regulatory
Manageme
nt

Legal
Manageme
nt

PR &
Community
Relations
Management

Advertisi
ng

Shareholde
r Relations
Manageme
nt

Enterprise Quality Management, Process

&
Information
IT Knowledge
Planning & Architecture
Enterprise
Systems
Manageme
nt

Quality
Management

Strategy &
Planning

Workforce
Strategy

Research & Development

Technology
Acquisition
Research &
Technology
Development

Acquisition

Disaster Recovery, Security &

Fraud Management

Human Resources
Management
HR Policies
& Practices

Process
Architecture
Management &
Support

Employee &
Labor Relations
Management

Workforce
Developme
nt

45

Security
Manageme
nt

Fraud
Manageme
nt

Disaster
Recovery &
Contingency
Planning

eTOM: CRM Level 2 Process

Strategy, Infrastructure & Product
Strategy & Commit

Infrastructure
Lifecycle Mgmt.

Marketing & Offer

Management
Market
Product &
Strategy
& Policy

Operations
Product Lifecycle
Management

Marketing
Capability
Delivery

CRM
Capability
Delivery

Product
Developme
nt &
Retirement

Sales &
Channel
Developme
nt

Service Development &

Management
Service
Planning &
Commitme
nt

Service &
Operations
Capability
Delivery

Service
Developme
nt &
Retirement

Marketing
Communications
&
Promotion

CRM Operations
Support & Process
Management

Resource &
Technology
Plan &
Commitmen
t

Product,
Marketing
&
Customer
Performan
ce
Assessme
nt

Billing

Problem Handling

Order
Handling

Resource
Developme
nt

Supply
Chain
Capability
Availability

Supply
Chain
Developme
nt
& Change
Manageme
nt

Billing &
Collections
Management

Customer QoS / SLA

Management

Retention & Loyalty

Service Management & Operations

SM&O Support & Process
Management

Service
Performanc
e
Assessmen
t

Service Management &

Operations Readiness

RM&O Support & Process

Management

Resource
Performanc
e
Assessme
nt

Service Quality Analysis,

Action & Reporting

Resource Quality Analysis,

Action & Reporting
Resource Data Collection, Analysis & Control

Supplier/Partner Relationship
S/P
Management
S/PRM Operations Support

Supply
Chain
Performan
ce
Assessme
nt

Resource Problem
Management

Resource
Provisioning
& Allocation
to Service Instance

Resource Management
& Operations Readiness

Service &
Specific
Instance
Rating

Service Problem
Management

Service
Configuratio
n
& Activation

Resource Management & Operations

Resource
&
Operations
Capability
Delivery

Supply
Chain
Planning &
Commitme
nt

Marketin
g
Fulfillmen
t
Respons
e

Sales & Channel

Management

Supply Chain Development &

Management
Supply
Chain
Strategy
&
Policy

Selling

CRM Operations
Readiness

Resource Development &

Management
Resource
&
Technolog
y
Strategy &
Policy

Assurance

Customer Interface Management

Product &
Offer
Portfolio
Capability
Delivery

Offer
Business
Planning &
Commitme
nt

Product & Offer

Portfolio
Strategy,
Policy &
Planning

Service
Strategy &
Policy

Operations Support Fulfillment

& Readiness
Customer Relationship Management

Buying

& Process Management

S/P Relationship
Management
Operations Readiness

S/P
Purchase
Order
Managemen
t

S/P Problem
Reporting &
Managemen
t

S/P
Performanc
e
Manageme
nt
Supplier/Partner Interface Management

S/PRM
Settlements
& Billing
Management

Enterprise Management
Strategic & Enterprise
Planning
Business
Developme
nt

Strategic
&
Business
Planning

Enterprise
Architectur
e Planning

Financial & Asset

Management
Financial
Manageme
nt

Real Estate
Manageme
nt

Brand Management, Market

Research
& Advertising
Brand
Market

Group
Enterprise
Manageme
nt

Manageme
nt

Research &
Analysis

Stakeholder & External Relations

Management
Procurema
nt
Manageme
nt

Regulatory
Manageme
nt

Legal
Manageme
nt

PR &
Community
Relations
Management

Advertisi
ng

Shareholde
r Relations
Manageme
nt

Enterprise Quality Management, Process

&
Information
IT Knowledge
Planning & Architecture
Enterprise
Systems
Manageme
nt

Quality
Management

Strategy &
Planning

Workforce
Strategy

Research & Development

Technology
Acquisition
Research &
Technology
Development

Acquisition

Disaster Recovery, Security &

Fraud Management

Human Resources
Management
HR Policies
& Practices

Process
Architecture
Management &
Support

Workforce
Developme
nt

Employee &
Labor Relations
Management

46

Security
Manageme
nt

Fraud
Manageme
nt

Disaster
Recovery &
Contingency
Planning

eTOM CRM Level 3: Billing and Collections

47

eTOM Users
eTOM provides a Common Terminology for Service Providers, System
Integrators, Vendors/ Partners
Facilitate Service
Providers
relationships with
suppliers and partners
by identifying and
categorizing the
processes used in
business-to-business
interactions

Greenfield Operator/ Startup Helps design processes

faster, Helps achieve
consistency process flows
Existing Operator
Facilitates process
improvement by Gap
Identification and Process
Flow Analysis

Suppliers and
Partners

Service Providers

Provide a basis for setting

requirements for system
solutions, technical
architectures, technology
choices and implementation
paths

Provide
understanding of
business
requirements & so
helps develop
functionalities in sync
with requirements

eTOM Users

OSS Vendors
System Integrators
48

48

Applying eTOM
eTOM can be used as a tool for
Analyze organizations existing
processes
Develop new processes
Process Reengineering
Process auditing
Process Gap and Overlap analysis

Process Modeling - Advantages

Accelerated process definition for new
services/ products
Helps Implement changes faster
Simulation based Analysis

Process Modeling Standards

BPMN
UML
49

49

TMN TOM eTOM Relationship

Business
Management
Service
Management

Customer
Customer Interface Management Processes

Sales

Order
Handling

Problem
Handling

Customer
QoS
Management

Invoicing
and
Collections

Customer Care Processes

Network Management

Service
Planning and
Development

Service
Configuration

Service
Problem
Management

Service
Quality
Management

Rating and
Discounting

Service Development and Operations Processes

Element Management

TOM processes are

captured in FAB area
of eTOM Operations

Network
Planning and
Development

Network
Provisioning

Network
Inventory
Management

Network
Maintenance &
Restoration

Network and Systems Management Processes

Network Element Management Processes

Network Data
Management

Information Systems Management Processes

TMN Layers
correspond with TOM
horizontals

Physical Resource and Information Technology

Customer
Strategy, Infrastructure & Product
Strategy &
Commit

Infrastructure
Lifecycle
Management

Operations
Product
Lifecycle
Management

Operations
Support &
Readiness

Fulfillment

Assurance

Marketing & Offer Management

Customer Relationship Management

Service Development & Management

Service Management & Operations

Resource Development & Management

Resource Management & Operations

(Application, Computing and Network)

(Application, Computing and Network)

Supply Chain Development & Management

Billing

Supplier/Partner Relationship Management

Enterprise Management
Strategic & Enterprise
Planning

Financial & Asset

Management

Enterprise Risk
Management

Enterprise Effectiveness
Management

Stakeholder & External

Relations Management

Knowledge & Research

Management

Human Resources
Management

50

50

Rechristening!

now
called

51

SID Quick Journey

Tele Frameworks -An Ice Breaker

Role of Standards and Frameworks

Frameworks Historical overview
TM Forum Whos Who
eTOM Birds Eye View
SID Quick Journey
TAM Whats in it for me
TNA Is this a last mile ?
Introduction to ITIL
Summary & a way forward ....

52

SID: Shared Information & Data Model

Enterprise-wide Information Decomposition Model
Based on eTOM Process Definitions
Independent of platform, language & protocol
Standard way of structuring, defining and implementing information and
behavior
Information Vocabulary (Consistent & common terminology) streamlines
processes associated with information exchange
within an Service Provider
and
between the Service Provider and its external stakeholders
Simplifies & Reduces cost of System Integration/ Changes

Origins
Came into existence in 2001
Based on existing industry models such as ITU-T and DMTF CIM
Enriched over a period of time by member contributions

53

53

SID Composition
SID includes:
Things of interest to the enterprise (Entities)
Relationships between these things (Associations)
Details / Characteristics of these things (Attributes)

Example : Entity, Association and Attributes

Entity Customer
Association Customer is associated with one or more Account
Attributes Customer reference number, Customer type, Customer
address
How Entity works which is not shown in eTOM !!!
Behavior Functionality
Constraints Whats possible and whats not

54

54

Todays Reality
CRM

Billing

Customer:
1. First name, middle init, last
name
2. Customer ID number
3. Billing Account No
4. Customer Contact ID

Customer:
1. Last Name, First Name
2. Customer ID number
3. Billing Account No
4. Customer Contact ID
Translator

Translator

n(n-1) Interface Definitions

Trouble Ticketing

Translator
Customer:
1. Customer ID
2. Service Account ID
3. First name, last name
4. Ticket ID

Provisioning

Translator
Customer:
1. Customer ID number
2. Last name, first name,
middle init
3. Order ID
4. Service Instance ID

55

Whats Required
CRM

Billing

Customer:
1. First name, middle init, last
name
2. Customer ID number
3. Billing Account No
4. Customer Contact ID

Customer:
1. Last Name, First Name
2. Customer ID number
3. Billing Account No
4. Customer Contact ID

Trouble Ticketing
Customer:
1. Customer ID
2. Service Account ID
3. First name, last name
4. Ticket ID

Customer:
1. Last Name, First Name
2. Customer ID number
3. Street Address, Zip code
4. Social Security number

n Interface Definitions

Provisioning

Customer:
1. Customer ID number
2. Last name, first name,
middle init
3. Order ID
4. Service Instance ID

56

SID: Key Framework Concepts

Business Entity
Something of interest to the business /
enterprise
Tangible thing Customer
Active thing Customer Order
Conceptual thing Customer Account
Characterized by Attributes
Participate in relationships with other
Business Entities

DOMAIN

ABE

Aggregate Business Entity (ABE)

Well defined set of information that
characterize a highly cohesive, loosely
coupled set of business entities

Domain
Collection of ABEs associated with a
specific management area

Business Entity

57

57

SID Domains
Customer
Strategy, Infrastructure & Product
Strategy &
Commit

Infrastructure
Lifecycle
Management

Operations
Product
Lifecycle
Management

Marketing & Offer Management

Operations
Support &
Readiness

Fulfillment

Assurance

Billing

Customer Relationship Management

Market/Sales

Product

Service Development & Management

Service Management & Operations

Service

Resource Development & Management

Resource Management & Operations

Resource
(Application, Computing and Network)

(Application, Computing and Network)

Supply Chain Development & Management

Customer

Supplier/Partner Relationship Management

Supplier Partner

Enterprise Management
Strategic & Enterprise
Planning

Financial & Asset

Management

Enterprise Risk
Management

Enterprise Effectiveness

Enterprise
Management

Stakeholder & External

Relations Management

Knowledge & Research

Management

Human Resources
Management

58

SID Domains (Contd.)

Market/Sales

Product

Customer

Service

Resource

Supplier/Partner

Enterprise

Common Business Entities

59

59

SID Level 1 of Abstract Business Entity Framework

60

60

Goals of the Information Framework (SID)

Goal

Achieved Using

Reduction in time to market /

introduction of new technologies

Extensible interfaces based on SID

Reducing Integration Tax

SID-based data models +

Integration Framework
implementation

Facilitate introduction of new

technologies

Reuse of interfaces and end-points

Support multiple technology

implementations

Single interface in a SID-based

format catering to multiple
technology-based back ends

Applicability to both Greenfield &

Brownfield scenarios

Extensibility for a Greenfield

scenario
Extensibility & Abstraction for
Consolidation in a Brownfield
scenario
61

SID Users
SID provides a Common Business Entity vocabulary for Service
Providers, System Integrators, Vendors/ Partners
SID provides
common
Business Entity
Vocabulary which
simplifies B2B
Integration

Application Convergence
(Acquisition, Mergers)
Application Integration
(Internal & External. e.g Integration with Partners/
Vendors)
Data Integrity
System Separation/
Application Re-organization

Suppliers and
Partners

Service Providers

SID provides
common Business
Entity Vocabulary
which simplifies
Integration

SID Users

SID based industry standard

APIs reduce Integration
efforts

OSS Vendors
System Integrators
62

62

Applying SID
For Information & Data Modeling

Data Definition
Data overlap
Data Gap
Data sharing

Using Data Modeling Standard

UML (especially Class Diagram)

63

63

Rechristening!

now
called

64

TAM Whats in it for me

Tele Frameworks -An Ice Breaker

Role of Standards and Frameworks

Frameworks Historical overview
TM Forum Whos Who
eTOM Birds Eye View
SID Quick Journey
TAM Whats in it for me
TNA Is this a last mile ?
Introduction to ITIL
Summary & a way forward ....

65

TAM: Context Setting

Within TM Forum there is strong definition of process (eTOM) and
data (SID)
What does TAM do?
This application Framework provides a formalized way of grouping
together function and data into recognized components so Telecom
Applications Map

So, whats the good news?

Components can be regarded as potentially procurable as either
applications or services ( e.g. web service)

Whats common in Objected oriented world and TAM ?

TAM is grouping of set of applications together with the data they act
upon and use function/process they perform

66

Telecom Applications Map [TAM] Overview

It is framework of application map reference
to understand the relationship of the multitude of operational and business
systems

TAM uses a common language

already common in the industry and builds on the process and common
information models key to the TM Forums NGOSS program especially the
eTOM and the SID

Related to eTOM & SID domains

eTOM level 1 vertical process areas: Fulfilment, Assurance, & Billing (FAB),
and Operational Support Readiness (OSR) functions along with the layering
SID domains of Market/Sales, Product, Customer, Service, Resource,
Supplier / Partner, and Enterprise

67

67

TAM Application Domains x OFAB

Market/Sales

Product

Customer

Service

Resource

OSR

Supplier
/Partner
Enterprise

68

68

TAM: Telecom Applications Map

69

TAM Users
TAM provides a Common Application Framework for Service Providers,
System Integrators, Vendors/ Partners
Related application
integration with the
interface minimizes
integration time with
tools/utilities and links
with supplier partner
systems

Application Conformance
(Acquisition, Mergers)
Application Integration
(Internal & External. e.g. Integration with Partners/
Vendors)
System Separation/
Application Re-organization

Suppliers and
Partners

Service Providers

TAM Users

Ease of
application
integration with
COTS products

Application
analysis and
gaps
OSS Vendors
System Integrators
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70

Applying TAM
To have a common framework and
language for defining and procuring
solutions
Faster integration with lower costs
Fosters re-use, which lowers custom
development and licensing costs
Identification of functional gaps
considering and mapping to
appropriate applications

71

71

Rechristening!

now
called

72

TNA Is this a last mile?

Telecom Eco System and Challenges

Role of Standards and Frameworks

Frameworks Historical overview
TM Forum Whos Who
eTOM Birds Eye View
SID Quick Journey
TAM Whats in it for me
TNA Is this a last mile?
Introduction to ITIL
Summary & a way forward ....

73

The Transformation in Integration!!!

CRM

Network
Services

Order
Management

Provisioning

User Single System

User Multiple Systems
System Multiple Systems
Multiple Systems Multiple Systems
Service Service ( Software as a service SAS )
Multiple Services Multiple Services
Service Oriented Architecture
ESB

Trouble
ticket

Inventory

Billing

Compliance

Message Broker

74

NGOSS Architecture
CRM

Billing

Customer:
1. First name, middle
init, last name
2. Customer ID number
3. Billing Account No
4. Customer Contact ID

Customer:
1. Last Name, First Name
2. Customer ID number
3. Billing Account No
4. Customer Contact ID

Common Bus

Trouble Ticketing

Customer:
1. Customer ID
2. Service Account ID
3. First name, last name
4. Ticket ID

Provisioning

Application Services
Framework services
Policy
Security

Customer:
1. Customer ID number
2. Last name, first name,
middle init
3. Order ID
4. Service Instance ID

75

NGOSS Contracts
What is contract ?
Technology neutral specification so can be used for all
interface definitions
Specifies the requirements for a business interaction
between two systems
Provide the relationship between the applications
(TAM)

A contract not only describes functions over an

interface, but also non functional aspects such as
service level agreements (SLAs) and its lifecycle
NGOSS Contract
Functional + Non functional aspects
Used while deploying applications

76

76

Rechristening!

now
called

77

Introduction to ITIL
Telecom Eco System and Challenges

Role of Standards and Frameworks

Frameworks Historical overview
TM Forum Whos Who
eTOM Birds Eye View
SID Quick Journey
TAM Whats in it for me
TNA Is this a last mile ?
Introduction to ITIL
Summary & a way forward ....

78

Service Lifecycle: Lets Understand the Wheels

Inside Out Journey

79

Service: Strategy, Design, Transition and Operations

Strategy
Shows organization how
to transform Service
Management into a
strategic asset and then
think and act in a strategic
manner

Operations
Coordinate and carryout day-to-day activities
and processes to
deliver and manage
services at agreed
levels

Design

Service

Provides guidance for

the design and
development of services
and Service
Management processes

Transition
Plan and implement the
deployment of all
releases to create a new
service or improve an
existing service

80

ITIL Process Decomposition

Service Strategy

Financial Management
Service Portfolio Management
Demand Management

Service Design

Service Catalog Management

Capacity Management
Availability Management
Service Continuity Management
Information Security Management
Supplier Management
Service Level Management

Continual Service Improvement

7 Step improvement Process

Service reporting
Service Measurement

Service Transition

Change Management
Service Asset & Configuration
Management
Release & Deployment
Management
Knowledge Management

Service Operation

Event Management
Incident Management
Request Fulfillment
Problem Management
Access Management
Service Desk
Technical Management
IT Operations Management
Application Management
81

ITIL Benefits
Increased user and customer satisfaction with
IT services
Improved service availability, directly leading
to increased business profits and revenue
financial savings from
Reduced rework, lost time, improved resource
management and usage
Improved time to market for new products and
services
Improved decision making and optimized risk

82

Summary and Way forward .

Telecom Eco System and Challenges

Role of Standards and Frameworks

Frameworks Historical overview
TM Forum Whos Who
eTOM Birds Eye View
SID Quick Journey
TAM Whats in it for me
TNA Is this a last mile ?
Introduction to ITIL
Summary & a Way Forward ....

83

eTOM TMN NGOSS: How are They Related!!!

Business
Management
Service
Management

Customer
Customer Interface Management Processes

Sales

Order
Handling

Problem
Handling

Customer
QoS
Management

Invoicing
and
Collections

Customer Care Processes

Network Management

Service
Planning and
Development

Service
Configuration

Service
Problem
Management

Service
Quality
Management

Rating and
Discounting

Service Development and Operations Processes

Element Management

TOM processes are

captured in FAB area
of eTOM Operations

Network
Planning and
Development

Network
Provisioning

Network
Inventory
Management

Network
Maintenance &
Restoration

Network and Systems Management Processes

Network Element Management Processes

Network Data
Management

Information Systems Management Processes

TMN Layers
correspond with TOM
horizontals

Physical Resource and Information Technology

Customer
Strategy, Infrastructure & Product
Strategy &
Commit

Infrastructure
Lifecycle
Management

Operations
Product
Lifecycle
Management

Operations
Support &
Readiness

Fulfillment

Assurance

Marketing & Offer Management

Customer Relationship Management

Service Development & Management

Service Management & Operations

Resource Development & Management

Resource Management & Operations

(Application, Computing and Network)

(Application, Computing and Network)

Supply Chain Development & Management

Billing

Supplier/Partner Relationship Management

Enterprise Management
Strategic & Enterprise
Planning

Financial & Asset

Management

Enterprise Risk
Management

Enterprise Effectiveness
Management

Stakeholder & External

Relations Management

eTOM maps the

NGOSS Business
View

Knowledge & Research

Management

Human Resources
Management

84

84

A Tool for Business Transformation

85

Rechristening!

now
called

86

eTOM vs. ITIL

eTOM

ITIL

Telco enterprise model

IT / ICT Service Management

ITU international standard

ISO/IEC international standard

Enterprise-wide Process
Framework

Set of best practices in IT/ICT

industry

Blueprint for process direction

for Service providers

Best Practice Framework, that can

then be applied within enterprises

Common language to describe

processes

Mechanisms to deliver controlled

and optimizable services

Standardized vocabulary

Standardized vocabulary

TM Forum Baby

OGC UK, Baby

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Are you there?

Understand Telecom Eco system and challenges in front
Appreciate the role of TM Forum in Telecom eco system

Understand historical perspective of frameworks

Understand NGOSS aka Frameworx umbrella
Explain the basic building blocks of eTOM, SID and TAM
framework
Appreciate role of TNA in telecom
Explain the purpose and basic functionalities of ITIL framework

88