ENGENHARIA DE SERVIÇOS SERVICES ENGINEERING

Transcrição

1 Mestrado em Engenharia de Redes de Comunicações MSc in Communication Networks Engineering ENGENHARIA DE SERVIÇOS SERVICES ENGINEERING Sistemas de Suporte às Operações 1 - Operations Support Systems 1 1

2 Outline Motivations OSS Functionalities Order Management and Workflows 2

3 Motives: Industry Transformation Convergence 3

4 Motives: Industry Transformation Convergence 4

5 Motives: Industry Transformation Convergence 5

6 Motives: Next Generation Networks 6

7 Motives: Services Everywhere Everything Everywhere 7

8 Motives: New paradigm: IMS Example for Voice Service (Telephony): Independently of the Access Network or even the Core Network, the Service is provided over IP and the Service Platform is an Application, the SIP-AS 8

9 Motives: New paradigm: Access Everywhere 9

10 Operations Support Systems Operations Support Systems began as machines to help people perform standard, telephone company operations jobs Early network management and activation systems were generally equipment-specific and vendor-specific Current shift is to making OSS applications Internet and ebusiness-capable 10

11 The Key: Business Assurance The goal is not to standardize the business to the point of losing differentiation, but to understand the relationships between Operations and the Enterprise when it comes to revenue. 11

12 OSS - From Silos to Plug and Play 12

13 OSS - Plug and Play in the Cloud 13

14 OSSs Functionality From Business perspective Customer Relationship Management (CRM) Self-Service Portal Charging and Billing Pricing and Rating Order Entry From Operations perspective Order Management (Products & Services) Inventory Management Provisioning and Activation Mediation (Charging Functions) Network and Trouble Management 14

15 OSSs Functionality 15

16 OSSs Functionality At the BSS (business) layer Customer interfacing A self-service (web) Portal, where the subscriber is able to manage his subscription and activate new services and deactivate unwanted ones Customer Relationship Management (CRM) Operations interfacing Product Catalogue Order Entry (Products & Services oriented) Subscriber Management Pricing and Rating information and rules Charging & Billing functions 16

17 OSSs Functionality At the OSS (operations) layer Applications Order Management (Services Oriented) Resource Inventory Management Service Creation Environment (Modelling, Bundling, Deploying) Service Provisioning Middleware Topology Management Customer (Subscriber/Device) information Service and Network Activation Mediation (Usage Records, Logs, Retention) 17

18 OSSs and Processes Model etom 18

19 Service Creation 19

20 Catalog Usage 20

21 Order Entry and Management 21

22 Order Entry and Management Order Entry Process includes typically: Capturing and validating the order and related customer information; Determining the availability of the requested product or service; Reserving components of the service, such as a port on a switch or a block of IP addresses; Scheduling installation times and dates; Order sources: Sales (Direct and Wholesale) CRM Portal (Self-Service) 22

23 Order Entry and Management Service Validation: In an integrated environment, once a customer's location is determined, the Order Entry system must communicate with other systems that handle network Inventory and Configuration to determine what services the location can support Product Catalog Stores the rules that determine what services are available and provides pricing information based on discounts for certain product bundles Inventory Stores data about available network and services resources, for example: IP address, Telephone Number, SIM card ID, etc. Port in a switch/dslam, Storage Space allocation (mailbox, cloud storage), etc. 23

24 OSS - The basic goal 24

25 Typical Order Types 25

26 Orders Workflow 26

27 Orders Workflow Order Decomposition: Each Order is broken down into a series of suborders to handle the various components of the order Workflow Management: The process by which sub-orders tasks are tracked and managed Has jeopardy management routines, so that business rules can be defined to re-route orders, reassign priorities and reassign work tasks automatically Ability to report on order completion times and jeopardy situations (Business Intelligence engine can use this data, for metrics in real-time) 27

28 Orders Workflow Design and Assign: Order Management process is closely associated with Network Inventory management and service Provisioning As tasks are completed and orders are filled, Network Inventory elements must be updated to reflect changes in the network's configuration Network Inventory: Divided in Physical and Logical Physical Inventory: actual equipment and hardware, IP addresses, telephone numbers, Web space, server memory, disk space... Logical Inventory: things that do not physically exist but can be defined, configured and inventoried, such as circuits or virtual network paths 28

29 OSS Functionality - Inventory Customer-Centric View into Products and Services Any user can get visibility Front-office users, sales, support etc can understand dependencies & availability Back-office users can relate the network to the services and customers Telephony Service (voice) example 29

30 OSS Functionality - Inventory 30

31 OSS Functionality - Inventory 31

32 Example from Oracle Solutions 32

33 33

34 References and Readings Websites: Telemanagement Forum: Oracle Communications Service Activation : communications/service-fulfillment/asap/overview/index.html Oracle Communications Metasolv Solution : communications/network-resource-management/metasolvsolution/overview/index.html AMDOCS Solutions: Documents: Shailendra Jain, Mark Hayward, Sharad Kumar, Broadband Infrastructure: The Ultimate Guide to Building and Delivering OSS/BSS, CHAPTER 2: A Detailed Look at OSS, 2003, Kluwer Academic Publishers 34