postech 5 etom v3.0 ul

8/8/2019 Postech 5 Etom v3.0 Ul

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Network Management

Chapter 5 IP/eBusiness Management

POSTEC Lecture

May 29-June 5, 2008

Masayoshi EjiriJapan


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Agenda

1. ICT Operations and Management

- Service Industries- ICT Services and Networks

- Target of the Management

2, Architecture ,Function ,Information Model and Business Process

- ITU-T TMN( Telecommunications Management Network)

- TeleManagement Forum Telecommunications Operations Map ( TOM)

- Multi domain management and System Integration

- Standardization

3. OSS( Operations Support System ) Development

- Software Architecture ,Key Technologies and Product Evaluation

4. SLA( Service Level Agreement) and QoS( Quality of Service)

- SLA Definition , reference point and policy based negotiation

5, IP/eBusiness Management

- Paradigm shift , Architecture beyond TMN and enhanced TOM

6. NGN( Next Generation Networks) Management

- NGN Networks and Services , New Paradigm of ICT Business andManagement


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Agenda

Paradigm shift

IP/eBusiness management beyond TMN

eTOM : enhanced Telecom Operation Map

Process components

Process flow

Process and function ( Rec. M 3400)

ITIL ( IT Infrastructure Library )


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New Paradigms of

ICT Industry

Open MarketOpen Market

Inter NetworkingInter NetworkingVirtual Service ProviderVirtual Service Provider

DeregulationDeregulation

Customers DemandCustomers Demand

TechnologyTechnologyConvergenceConvergence

Business

Convergence


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ICT Market Trend

Past(~1985): Monopoly, Regulated Market.PSTN based telephone services by mega carriers toReactive customers

Current(~2005):Competitive ,Deregulated Market.Dominant PSTN plus Explosive Mobile and Internetbased telephone +Date services by new/old serviceproviders to personalized but still Reactive customers

Future(2010~) Converged Market by removingindustry boundary and customer/provider scheme.

NGN based ubiquitous triple/quadruple services byprovider/customer collaboration to Proactive end users


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ICT Management Target

Past : Bottom up approach for robust and interoperable

resource management

TMN Architecture and FCAPS

Current Top down approach forCustomer retention and profit

conscious resource management.

Process evolution for customer self operations

N3B(Not Built But Buy)OSS by COTS and PnPFuture Customer driven services and operation using Web 2.0

Context, Contents and SLA aware management


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1, Monopoly, Regulated Market ( 1890s -1980s)

Services POTS on PSTN

by mega carriers (ROC: Recognized Operating Company)

SP( Service Provider) centric

SPs Targets Establish nation wide ubiquitous telephone network by

automated SW network

On Demand subscription.

Operations and OSS NEsupervise and Control by on site maintenance, then

Centralized NE maintenance Random ,Individual and Proprietary OSS Development

Human and paper based CC&B (Customer Care and Billing)

POTS : Plane Old Telephone Service

PSTN : Public Switched Telephone Network

NE : Network Element


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2, Competitive, Deregulated Market ( 1985~)

Services:

Telephone on PSTN and Mobile by competition among conventional carriers and new comers

To reactive customers but Price Down Pressure ( PriceCompetition )

SPs Target : CAPEX/OPEX cost down forprice down

Up Graded CC&B for customer retention

Competitive but Interoperable Operations among SPs

Operations and OSS Operations Mission and Positioning

Customer Oriented Top Down approach Systematic and Standardized OSS development on TMN

Vertical process integration ( FAB)


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ITU-T TMN Recommendations

TMN Functional Architecture

LLA : Logical Layered Architecture

TMN Information Architecture

TMN Physical Architecture

TMN Management Area

TMN Management Services


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TOM : Telecom Operations MapTOM : Telecom Operations MapA Service Management Business Process ModelA Service Management Business Process Model

(TMF : TeleManagement Forum 1995)(TMF : TeleManagement Forum 1995)

http://www.tmforum.orghttp://www.tmforum.org

CustomerCare Process

SalesOrder

HandlingProblemHandling

CustomerQoS

Management

Invoicing/Collections

Service Development and Operations Processes

ServicePlanning/

Development

ServiceConfiguration

ServiceProblem

Resolution

ServiceQuality

Management

Rating andDiscounting

Network and Systems Management Processes

NetworkPlanning/

Development

NetworkProvisioning

NetworkInventory

Management

NetworkMaintenance

& Restoration

Network DataManagement

CustomerInterface Management Process

Customer

Physical Network and Information Technology

InformationSystems

ManagementProcesses

Element Management Technology Related

Service

Management

Network

Management


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3, IP/eBusiness Market ( 1995~ )

Services : Voice and Data on PSTN, Mobile and Internet

by cross industry cooperation and competition

to customers with free hand of service selection

SPs Target : Realize lower price services by packaged Price

Develop rich services by collaboration with other industries ( ex withApplication/Contents providers)

QoS/QoE enabled service operations

Industry wide Operations in ICT world

Operations and OSS : share common business process ,architecture, information

model ,interface etc. among IT and ICT SDOs

eTOM/SID, ITIL, ITU-T Recommendation , TISPAN/3GPP Visible Operations on established Service Architecture and SLA

Deploy/develop N3B OSS products based on standards and COTS/PnP

N3B : Not Built But Buy


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Paradigm Shift

tBusiness? iBusiness?

Simple

Network/Services

on POTS

Regulated Market

Dominant CarrierSP defined Service

menu.

Best Effort SLA

Multi, Heterogeneous

Network/ Services

on IP

Open Market

Multi SPCustomer combined

Service

Compromised SLA

eBusiness?

Ubiquitous

Network/ Services

on Nomadic

Personal Market

Virtual SPCustomer defined

Service

Satisfied SLA

t: telephone i: internet e: enjoyable


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IP Services

--for Speed, Simple and Smile eBusiness--

Customers Demand Providers Solution

Speedy / Easy Subscription On Line, Real Time Provisioning

Non Stop Services Reliable & Scalable Networks / Systems

Quick Response High Throughput Mechanism

Secure Services Security Level Agreement

Price Performance Negotiation


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IP Management Architecture

LayerLayer MO MO FunctionFunction

IP CustomerCareIP CustomerCare

LayerLayer

IPApplication LayerIPApplication Layer

IP Service LayerIP Service Layer

IP Transport LayerIP Transport Layer

Service NegotiationService Negotiation

SelfOperationSelfOperation

Application DependentApplication Dependent

TransportTransport

IP dependent / APIP dependent / AP

Independent TransportIndependent Transport

IP IndependentIP Independent

TransportTransport

Customer Interaction

Process

VOIP, Conference, e-

Business, Multicast, etc.

Router, IP Service Node,

etc

Photonic, SDH, ATM, POTS

LAN, WAN, Access, etc.


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e-Business Modelee--Business ModelBusiness Model

Logistics

End

Users

Contents

IP

Transport

IP

ManagementISP, BSPISP, BSP

e-Businesse-BusinessManagementManagement

CSPASPCSPASP

IP ServiceIP Service

ManagementManagement

Delivery Platform


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Lessons Learnt from Logistic Industry

Basic Service : ex. Collection of goods from location A

and deliver to location B

- Transport services

Associated services :Convenience Store acts as amediator for collection. Deliveries be arranged in agreed

time and traceable.

- Operations Services

Value added Services : Perishable goods ( fish, fruit) betransported using a cold storage , delicate good be

transported using hanging

- Contents Aware Delivery Services


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ResourceManagement

End Users

Content Aware DeliveryManagement

eBusiness

Management

IP/eB

usiness Management Architecture

SLA on

Negotiation

OLA on

Partnership


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Resource Management

Logistics

End Users

Contents

eBusiness

Media

Gateway Agent/Portal

Content AwareManagement

eBusiness

Management.

Resources

Services Management

Contents

ID Mgt.

Contents

Integration Billing

eBusiness Services and Management Architecture

Content

Delivery

IPBearer

BankingAuction

Transactions

Content Services

Application Services

AdvertisingSaaS


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SLA and OLA in eBusiness Management

Customer( eBusiness)

Partners

Transport

Resource

Content Delivery Services SLA

Transport Services SLA

Operations Services

SLA

Resource Provisioning

OLA

Operations Support

OLA

SLA

Negotiation

OLANegotiation

Operations

Resource

Content Delivery

ResourceTransport Services OLAService

Provider

Communications Resource

SuppliersOperations Resource

Supporters


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Key Words forIP/eBusiness management

Partnership :Common BP & Interface TMN to eMS(eBusiness Management Solutions)

A

daptive & Customer Driven Business Process Consensus among Industries and Customers

Negotiation & SLA : Differentiation Policy Based Negotiation Management Customer SelfOperations

QoS oriented Secure & Customerperceptible SLA


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IP/eBusiness Management

Why ?Why ? Support eBusiness by Competitive ServiceSupport eBusiness by Competitive Service

Creation in New ParadigmCreation in New Paradigm

What ?What ? Negotiation for Customer Defined ServicesNegotiation forCustomer Defined Servicesand SLAand SLA

How ?How ? Policy Based Management and COTS/ PnPPolicy Based Management and COTS/ PnP

OSSOSS


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3

Business Process

-TOM to eTOM--

eBusiness Oriented TOM

Open ,Visible Process for Customer retention

Common Business process for Partnership

Enter prise Management forTotal Solution


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Business Process in TMN

The business process approachhas built

on the concepts of management

services and functions in order to

develop a reference framework for

categorizing all the business activities

that a service provider will use.


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Related TMN Rec.

ITU-T Recommendation M.3010Principles for a

telecommunications management network.

ITU-T Recommendation M.3020TMNinterface

specification methodology.

ITU-T Recommendation M.3200TMN

management services and telecommunications

managed areas: overview.

ITU-T Recommendation M.3400TMN

management functions.


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ITU-T Rec. M3050 series

M3050.0 : eTOM-Introduction

M3050.1 : eTOM-The business process framework

M3050.2 : eTOM-Process decomposition and descriptions

M3050.3 : eTOM-Representative procces flows

M3050.4 : B2B integration: Using B2B inter-enterprise

integration with the eTOM

M3050 Supplement 1: eTOM-An Interim View of and

Interpreters Guide for eTOM and ITIL Practicioners

M3050 Supplement 2: eTOM-Public B2B Business Operations

Map( BOM)

M3050 Supplement 3: eTOM to M3400 mapping

M3050 Supplement 4: An eTOM Primer


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Relationship between the management service/function

and business process approaches


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Scope of IP/eBusiness Management

SP Policy Plane

IP Service Plane

Service Network

Human Finance

Operations

Resource

eBusiness(Customer)

Operator

OSS

IP

TransmissionService

IPOperationsService

Partner

Policy

Manager

OSS


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Customers

EnterpriseEnvironment

Operations

Resource

Operations Services& Marketing

CommunicationsServices

Policy

Support

Management

Information

Alliance

CustomerOperations

Politics

Economics

Service Provider

Supply

Communications Resource

SuppliersOperations Resource

Supporters

Partners Partners

Transport

Resource

Content

Delivery

Resource

SPs Business Process Overview

Communications

Resource


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eTOM: Linkage to NGOSS

eTOM provides the

NGOSS Business View

eTOM processes, flows

and information are

input as requirementsto the NGOSS System

View

Feedback from the

NGOSS development

cycle is used to validate

the eTOM

Systems

Analy

sis&

Desig

nSystem

s

System

s

Analy

sis&

Analy

sis&

Desig

n

Desig

n

Shared

Inform

atio

n&

Data

Mod

el

(SID)

Busin

ess

ProcessAnalysis

&Design

Business

Business

Proces

sAnalysis

Proces

sAnalysis

&Design

&Design

Business

ProcessMap

(eTOM)

Complia

nce

Tests

Solutio

n

Con

forman

ce

TestingSo

lutio

n

Solu

tion

Con

form

ance

Con

form

ance

Testing

Testing

Solution

Analysis&

Design

Solution

Solution

Analysis&

Analysis&

Design

Design

ContractInterface&

Technology

NeutralArchitecture

NGOSSNGOSSSupportingSupporting

ToolsTools


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Process Lifecycle

Figure 7. Process Lifecycle and Components of esource Provisioning

Planning

Design

Procurement

Installation

Enterprise

Services

Planning

Services

Strategy

Partner

( NE Supplier)

TM,PM SO

Resource

Status Data

(Product)

Traffic/QoS

Data

NW( logical physical)

Data

Sales

Target

NE Data

Performance

Data

(Pre-Product)NE

NW/NE Data

Operations Data

Maintenance

Marketing

: Lifecycle Process Flows and Components


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Service

SP

SP:Strategy/Policy

Service Planning

& Commitment

Resource SP

Technology SP

Technology

Survey

NW SP

NE SP

TechnologyResearch &

Development

NW Planning

Space

Planning

NE Planning

Space : Building, Electric Power, Duct,Floor,etc.

Resource

Commitment

RM Horizontal Integration(1)


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NE Design

Space Design

NW Design

Space

Construction

NE

Procurement

NW

Procurement

NW

Installation

NE

Installation

Buy/BuiltDecision

ProcurementPlanning

Installation

Planning

NW/NE SP

Resource

Delivery

Resource

Quality

Adjustment

Resource

Assessment

Resource

Maintenance

RM Horizontal Integration(2)


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: Technology/Resource SP

: Resource Planning & Commitment

: Resource Development

: Resource Installation

: Resource Delivery & Assessment


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NE Configuration

Physical NW Configuration

Work Force Mgt.

Logical Resource

Configuration

ex. Phone Number, Address

NW Performance

Check& Report

Resource Configuration

Resource

Performance

& Fault

SM&O

Note: Performance includes Traffic

NE Performance

Check& Report

OS&R


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Resource Performance & Fault

NE Events Analysis

& Report

NW Events Analysis

& Report

NW Performance

Analysis & Report

Fault Analysis

& Report

NE Repair

NW Re-Configuration

SM&O

Work Force Mgt.

OS&R

Resource

Configuration Resource

Usage Data


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Resource Usage Data

NE Usage Data

Collection , Analysis

& Report

NW Usage Data

Collection , Analysis

& Report

Resource Performance

& Fault

SM&O


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:Level 1, ex. SM&O, RM&O

: Level 1.5 ex. RM&O( OS&R)

: Level 3 ( Proposed)

: Level 2 ( Modified )

Note for Slides


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b Resource Development & Management decomposition into level 2 processes

ResourceDeve lopment

Management

Res rce tr tegy& l i g Res rceCapability eli ery Res rceDevel pment &

Ret irement

ResourE

eP rovisioning

ResourE

eF

G

tG

CollectionH

Processing

ResourI eManagement P

Q Rerations

RM&OS

upport &Readiness

Resource TroubleManagement

ResourcePe rformanceManagement

Level 2 Process Component of Resource Management

a, Resource Management &Operations decomposition into level 2 processes


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EnterpriseManagement

Strategy, Infrastructure roduct perations

Fulfillment ssurance BillingProductifecycle

Management

InfrastructureLifecycleManagement

perationsSupportReadiness

CustomerRelationshipManagement

ServiceManagement perations

ResourceManagement perations

Supplier/PartnerRelationshipManagement

Strategy

Commit

Marketing fferManagement

ServiceDevelopment Management

ResourceDevelopment Management

SupplyChainDevelopment Management

( pplication, ComputingandNetwork)( pplication, ComputingandNetwork)

Customer

EnterpriseEffectiveness

Managementnowledge Research

Management

EnterpriseRisk

Management

Strategic Enterprise

Planning

Financial sset

ManagementStakeholder External

RelationsManagement

umanResources

Management

eT M - theEnhanced Telecom perationsMap


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Operations

Fulfillment ssurance BillingOperationsSupportReadiness

ServiceManagement

Operations

ResourceManagement

Operations

Supplier/PartnerRelationship

Management

CustomerRelationship

Management

Retention & Loyalty

CustomerInterface Management

Selling

Resource DataCollection & T rocessing

Supplier/Partner Interface Management

S/P

Performance

Management

S/PProblem

Reporting &

Management

S/P

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS /SLA

Management

S/PSettlements

& Billing

Management

Service &

SpecificInstance

Rating

Billing &

Collections

Management

Marketing

Fulfillment

Response

S/PRM

Support &

Readiness

SM&O

Support &

Readiness

RM&O

Support &Readiness

CRM

Support &

Readiness

Service

Configuration

& Activation

Order

Handling

Problem

Handling

Retention & Loyalty

CustomerInterface Management

Selling

Resource DataCollection & Processing

Supplier/Partner Interface Management

S/P

Performance

Management

S/PProblem

Reporting &

Management

S/P

Requisition

Management

Resource

Provisioning

Resource

Trouble

Management

Resource

Performance

Management

Service

Quality

Management

Service

Problem

Management

Customer

QoS /SLA

Management

S/PSettlements

& Billing

Management

Service &

SpecificInstance

Rating

Billing &

Collections

Management

Marketing

Fulfillment

Response

S/PRM

Support &

Readiness

SM&O

Support &

Readiness

RM&O

Support &Readiness

CRM

Support &

Readiness

Service

Configuration

& Activation

Order

Handling

Problem

Handling

Level 2 OPS processes


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Process X

-Process leme tX1

-Process leme tX3

-Process leme tX2

-Process leme t

X21

-Process leme t

X22

-Process leme t

X211

-Process leme t

X212

Process Decomposition


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Process Decomposition

Concept and Overview :Level 0:

Common Process Oriented Components ( Entities)

Process Groups ( V/H) for common understanding:Level 1

Components forCommon Process:Level 2

Software Reuse Oriented ComponentsComponents common in Level 1 and specific in Level 2:

Level 3

Components common in Level 2 and specific in Level 3:Level 4

Atomic Components ?


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Service configuration and activation decomposition into level 3 processes

Resource provisioning decomposition into level 3 processes


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Process Decompositions : Order HandlingProcess Decompositions : Order Handling

Order Handling

CreditAuthorization

Order Issuance OrderTrackingand Status

PreorderFeasibilityDetermination

Order Completion

Rec eive Pre-OrderFea s ibility Request

Order PlanDevelopment

OrderCreation Confirm OrderCompletion w ithCustomer

Report unmetcommitments orcapabilities

Status Report

CustomerJeopardyNotification

Committed DateRe-negotiatio w /Customer

Validate info forAssurance andBilling

CustomerSatisfactionValidation

Confirm CustomerValue delivery

Billing SatisfactionValidation

Test solution anddemonstrate to

cust

OrderCancellation

OrderAmendment

Obtain AppropriateApprovals

Advise andNegotiateAcceptable Terms

Order RequestValidation

Issue Pre-OrderFeasibility Study

CreditInv estigationDetermination

CreditInv estigation

StatusEstablishment andManagement

Manage Customerchanges toAgreement Con

Train the customer

Followup onoptimal CustomerUtilisation

TeleManagement Forum eTOM April 2001

TEA

M DRA

FT

Level 2

Level 3

Level 4


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Enterprise

Management

Enterprise

Effectiveness

Management

Stakeholder

& External

Relations

Management

Enterprise

Risk

Management

Strategic &

Enterprise

Planning

Financial &

Asset

Management

Knowledge

& Research

Management

Human

Resources

Management

Enterprise

Effectiveness

Management

Stakeholder

& External

Relations

Management

Enterprise

Risk

Management

Strategic &

Enterprise

Planning

Financial &

Asset

Management

Knowledge

& Research

Management

Human

Resources

Management

Business

Development

Strategic

BusinessPlanning

Enterprise

Architecture

Management

GroupEnterprise

Management

Asset

Management

Financial

Management

Community

Relations

Management

Corporate

Comms &Image Mgt

Enterprise

Quality

Management

Process

Management& Support

Organization

Development

HR Policies

& Practices

Knowledge

Management

Procurement

Management

Security

Management

Business

ContinuityManagement

Fraud

Management

InsuranceManagement

Audit

Management

Program

& Project

Management

EnterprisePerformanceAssessment

Facilities

Management& Support

Research

Management

Technology

Scanning

Level 0

Level 1

Level 2

Shareholder

Relations

Management

Regulatory

Management

Legal

Management

Board &

Shares/Secur.Management

Workforce

Strategy

Workforce

Development

Employee

& Labor

Relations Mgt

EM Processes


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Process Flow

Process

/Behavior

Target/Driver

Target/Driver

Driver

Target

P/B

P/B

P/B

P/B

P/B:Process/Behavior

Target/Driver

Target/Driver

Target/Driver

Target/Driver


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CustomerO rder

CustomerRequest

ResourceActivated

SellingOrder

Handling

Resource

Provisioning

Service

Configuration

&

Activation

RequestService

Activation

RequestResourceActivation

O rderco m p leted

Service

Activated

Example of Process Flow


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Billing Process Flow

Net ork Data

Management

1.network (usage) data

Rating&

Discounting

Invoicing&

Collection

2. ggregatedusagedata

3.Summarized

bill contentSpecial discounts

Custs t u

r

(v illiw x iw quiry

y t u w ts)

ActivateBillingCycle

CustomerAccount . enerate

Bills

Collect

Invoice

Rate

Collect

Discount

Collate

Aggregate

fr

ulfil

t

r

sses

( r eri )

fr

ssur

e

r esses

( r blemH li )

SLAviolations

Net ork lement Management &Net ork lements

OtherProviders

Key:

ctivities

rocesses

ross

rocess I/

Inter-process I/

Inter

process I/


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Order andling

CustomerOrder toOrder andling

OrderCompletionadvice

End-to-endService

Testcompleted

ServiceDetails forAssurance

ServiceDetailsfor

illing

DesignandTechnologyselectionRequest

DetailedDesign

RequestDetailedConfirmationbyEngineering

CustomeracceptsDesign

Pre-Order toOrder andling Pre-Order result

PreOrderFeasibilityDetermination

Order IssuanceCreditAuthorization

SendPreOrderFeasibility

requestet preOrder resullts

OrderCompletion

Order rackingandStatus

Internal

orkOrder

Designofsolution

CoordinationofSupplier/partnercomponents

evel 4processes

Order rackingandStatus

Order Handling Process Flow at Level 3


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Ordering Level 2 Process Flow


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Why use eTOM?

eTOM makes available a standard structure, terminology andclassification scheme for describing business processes and theirconstituent building blocks

eTOM supplies a foundation for applying enterprise-wide discipline

to the development of business processes eTOM provides a basis for understanding and managing portfoliosofIT applications in terms of business process requirements

eTOM enables creation of consistent and high-quality end-to-endprocess flows, with opportunities for cost and performanceimprovement, and for re-use of existing processes and systems

eTOM use across the industry will increase the likelihood that off-the-shelf applications will be readily integrated into the enterprise, ata lower cost than custom-built applications


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eTOM isa referenceguideline in thedefinitionof the

odafoneworldwide ITEnterpriseArchitecture.

Telstraenhanced thecoreeTOMFramework tocreateaFramework forall ProcessElements inTelstradown toLevel .

eTOM is referenced in thedesignand implementation

of theNewBroadbandServicesManagement Architecture.

eTOM isused in thedefinitionand implementationof the

businessProcessFramework for themerged Telia and

Sonera companies.eTOM isused toprovide thebasic framework fordescribing

theprocessscopeandpositions theprocesscapabilitiesof

current / futuresystems. It alsoprovidesaneutral reference

model withanassociated lexicon for theprocesses tobe

addressed.

eTOM isused tomap functionalityofexistingsystems

anddiscover redundancies.

Recent ReportsoneTOMAdoptions (SPs)


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Reorganized existing BPM and Best Practices around eTOM,

with strategic decision to increase participation in eTOM team

work. Introduced internal eTOM training, with eTOM as a

common language and reference throughout the company.

Mapped Amdocs products to eTOM, a nd used as sales tool.

Used eTOM to map existing industry processes, analyze

business drivers and pains, and guide the design of new

processes. Also,as a framework for ISV & SI Partnerships

Have developed Telecom Reference Business Model based

on eTOM (Levels 1,2 & 3), and extended to Levels 5 & 6 for

business scenario investigation, legacy system gap analysis,

new OSS/BSS specification, consultancy support, etc

Used eTOM for internal product training, product

features cross - referencing nd functional gap analysis,

marketing analysis (competitors/partners), customer

communication (incl. RFI/RFP), workflow seed

processes

Used eTOM for mapping Motorola products and

managed services, for gap analysis of solution portfolio

and for partnership communications

Recent Reports on eTOM Adoptions (Vendors, SIs, etc)


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Process, Function and Data

Process

Function Sets

Data

eTOM

M3400

SID


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Process and Function

Processes can be used to describe the flow ofactivities to solve a particular business problem,orpart of it.

A

function can be considered as a unit ofprocessing (either initiated by humans orthrough an automated action) with specific, well-defined inputs and outputs.

For functions in particular, the data is essentialbecause the function is described as a unit ofprocessing together with its associated datainputs and outputs.


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Relationship between processes, functions

and data

M.3050SUPP.3_F03CRUD: Create, Read, Update, Delete

Process 1 Process 2

Trigger 1

Result 1

Result 2Trigger 2

Result 1

Result 2Step 3 Step 1

Function3

Step 1

Function1

Function2

Step 2

Function4

Step 2

Data 1 Data 2 Data 3 Data 4 Data 5

CRUD


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Processes, function set groups and data areas

M.3050SUPP.3_F04

Function set groups (M.3400)

ProvisioningAlarm

surveillance

Fault

localization

Trouble

admin.

Performance

qualityassurance

Performanceanalysis

Networkplanning/

engineering

Performancemonitoring

Installation TestingFault

correctionSecurityadmin.

Performancemanagement

control

Containment& recovery

RA S

assurance

Status &control

DetectionUsage

measurement

RM&O Level 2 processes from eTOM

Resourceprovisioning

Resource datacollection &

processing

RM &O Support &Readiness

Resource trouble

management

Resourceperformance

management

Data areas

Planning policy& rules

TopologiesNetwork

configurationPhysical

inventoryUsage Problems

Measurements &performance


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Objectives of mapping eTOM to M.3400

Facilitate the linkage from process view tofunctional view;

Provide a framework for level of granularity andabstraction for the interface definitions;

Get a betterhandle on what should beimplemented in systems in terms of:

Reusable software components;

Boundaries of what to implement;

Understand what are the interfaces betweenprocesses at the indicated levels;

Identify the needs for standardization.


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ManagementFunctional

Areas

SecurityManagement

ConfigurationManagement

FaultManagement

Performance

Management

UsageMeasurement

Tariffing/Pricing

Collectionsand

Finance

EnterpriseControl

AccountingManagement

Prevention DetectionContainment& Recovery

SecurityAdministration

NetworkPlanning

& EngineeringInstallation

ServicePlanning &Negotiation

ProvisioningStatus &Control

RAS QualityAssurance

AlarmSurveillance

FaultLocalization

FaultCorrection

TestingTrouble

Administration

PerformanceQuality

Assurance

PerformanceMonitoring

PerformanceAnalysis

PerformanceManagement

Control



FaultManagement


SecurityManagement


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67

Mappings between eTOM processes andMappings between eTOM processes and

M3400 functional unitsM3400 functional units

eTOM V4 = 72 (110 OPS L3) eTOM V6 = 72 (242 OPS & SIP)

M3400 = 23 (260)

eTOM V4 Covered in M3400

OPS L3 110 69

SIP L2 16 14

EM L2 31 22

M3400 Covered in eTOM

Security 55 55

Configuration 70 69

Fault 44 44

Performance 34 34

Accounting 57 57

eTOM

processM3400 functional Unit

mappings


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ResourceProvisioning

Support& Readiness

ResourcePerformanceManagement

ResourceTrouble

Management

Resource DataCollection &Processing


FaultManagement



SecurityManagement

SecurityManagement

FUNCTIONAL AREAS

PROCESSES v.3.5.

ENTERPRISE MANAGEMENT


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Configure &

Activate

Resource

Allocate & Deliver

Resource

Collect, Update &

Report Resource

Configuration

Data

Test Resource

Provisioning

Service Planning

and

Negotiation

Installation

NetworkPlanning

and

Engineering

M.3400 Configuration

Management

RM&O Resource Provisioning (Level 3 Processes eTOM v.3.5)

Status and Control

RM&O Support

& Readiness

SID LAYER

Strategy, Infrastructure

& Product

SM&O Service

Configuration &

Activation

CRM

LAYER

RM&O Resource Provisioning - M.3400 Configuration Management


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70

Localise Resource

Trouble

Survey & Analyse

Resource Trouble

Track & Manage

Resource Trouble

Correct & Recover

Resource Trouble

ault

Correction

ault

Localization

Alarm

Surveillance

RAS Quality

Assurance

M.3400 ault

Management

RM&O Resource Trouble Management (Level 3 Processes eTOM v.3.5)

TestingTrouble

Administration

Report Resource

Trouble

Close Resource

Trouble

??

RM&O Resource Trouble Management - M.3400 Fault Management


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71

Analyse Resource

Performance

Monitor Resource

Performance

Report Resource

Performance

Control Resource

Performance

Performance

Analysis

Performance

Management

Control

Performance

Monitoring

Performance Quality

Assurance

M.3400 Performance

Management

RM&O Resource Performance Management (Level 3Processes eTOM v.3.5)

RM&O Resource Performance Management - M.3400 Performance Manageme


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72

ENTERPRISE MANAGEMENT

Process Resource

Data

Collect Resource

Data

Audit Resource

Usage Data

Report Resource

Data

Enterprise

Control

Collections and

inanceTariffing /pricing

Usage

Measurement

M.3400 AccountingManagement

RM&O Resource Data Collection & Processing (Level 3 Processes eTOM v.3.5)

SM&OService & Specific

Instance Rating

CRMBilling & Collection

Management

inancial & Asset

Management

RM&O Resource Data Collection - M.3400 Accounting Management


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73

eTOM-to-M.3400 mapping table

eTOMProcess

ID

Process.NameM.3400I

Dunction.Name

1.A Assurance

5 Performance Management

6 Fault Management

1.A.1.6 Problem Handling

6.4 Fault Correction

6.6 Trouble administration

1.A.1.6.1 Isolate Problem & Initiate Resolution

6.6.2 Trouble reporting function set

1.A.1.6.2 Report Problem

6.6.2 Trouble reporting function set

6.6.3 Trouble report status change notification function set


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75/95

75

ITIL

Initially developed by UK government CCTA( Central Computer and TelecommunicationsAgency ) in 1980s. OGC ( Office ofGovernment Commerce)

Service Support : 308Pages

Service Delivery : 376Pages

Application Management :; 158Pages

Planning to Implement Service Management :208Pages

ICT Infrastructure Management : 283Pages

Security Management :124Pages

Business Perspective : NA


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76

T

I

T

T

Y

lanning to Implement ervice anagement

The usiness

erspective

I T

In rastructure

anagement

pplication anagement

ervice anagement

ervice

upport

ervice

elivery

ecurityanagement

ITIL Publication Framework


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77

Service evel gmt

inancial gmt

apacity gmt

vailability gmt

ontinuity gmt

on iguration gmt

hange gmt

Incident gmt

roblem gmt

elease gmt

SERVICE ELIVER SERVICESUPPORT

Service Management

Service Delivery/Support Processes

ITIL Service Support Diagram ( OGC)


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78

ITIL Service Support Diagram ( OGC)

ITIL Service Delivery Diagram ( OGC)


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79

ITIL Service Delivery Diagram ( OGC)


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80

Optimise Requirements

esign

uildDeploy

Operate

Service Management pplicationDevelopment

Service

Support

Service

Delivery

Service Managementj

pplicationManagement

pplicationManagement

Relationship between Service & Application Management

TOM d ITIL T th


81/95

81

eTOM and ITIL Together

Enterprise Management

Strategy, Infrastructure & ProductOperationsFulfillmentAssuranceBillingProduct

LifecycleManagement

InfrastructureLifecycleManagement

OperationsSupport &ReadinessCustomer Relationship Management

Service Management & Operations

Resource Management & Operations

Supplier/Partner Relationship Management

Strategy

&CommitMarketing & Offer Management

Service Development & Management

Resource Development & Management

Supply Chain Development & Management

(Application, Computing and Network)(Application, Computing and Network)

Customer

Enterprise Effectiveness

ManagementKnowledge & Research

Management

Enterprise Risk

Management

Strategic & Enterprise

Planning

Financial & Asset

ManagementStakeholder & ExternalRelations Management

Human ResourcesManagement

BusinessProcess Needs

Filter &Reconcile

Best PracticeNeeds

eTOM CompliantProcess Flows ITIL Compliant

Best Practices

Final Result:eTOM-compliant BusinessFlows that Deliver ITIL-

compliant Services


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82

eTOM

Business context is a total enterprise model for telcos.

International standard throughITU.

Constitutes the Business View section of NGOSS, TMFs initiativeon OSS / BSS solutions.

A common language for business processes. Ahierarchy ofprocess definitions.

A repository ofprocess elements at various levels of detail that canbe combined and applied in specific applications.

Provides examples ofprocess flows.

Flow diagrams are used in eTOM to illustrate end to end processes

e.g. Fulfillment. Technical content now mature, with an i

ITIL


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83

ITIL Business context is IT / ICT Service Management.

Included in various national standards, and slated to be

adopted by ISO in 2005 / 06.

A comprehensive and consistent set of best practices.

A set of methods for delivering controlled and optimizableservices.

Common language

Aim is to provide high quality services with a particular focus

on Customer relationships.

Is built on agreements where the IT organization shouldprovide whatever is mutually agreed with Customers.

Service Delivery processes are partially concerned with settingup agreements and monitoring the targets within theseagreements. On the operational level, the Service Supportprocesses can be viewed as delivering service as laid down inthese agreements.

Flow charts are used in ITIL.

Inclusion of closed feedback quality loops for continuousimprovement.

It supports and drives quality or repeatability


84/95

84

eTOM

Process

ITIL

Process

eTOM

Process

ITIL

Process

eTOM

Process

ITIL

Process

1

2

3

4

5

eTOM -> ITIL mapping ITIL -> eTOM mappingCombined mapping

eTOM->ITIL->eTOM mapping


85/95

eTOM L2 Strategy, Infrastructure & Product processes and ITIL processes


86/95

86

TeleManagement Forum April 2003

Strategy, Infrastructure & Product

Infrastructure Lifecycle

anage ent

Product Lifecycle anage entStrategy & Co it

Service Developk ent & l anage k ent

Supply Chain Develop k ent & l anage k ent

Resource Develop k ent & l anage k ent

Resource Strategy& Planning

ResourceCapability Delivery

Supply ChainCapability Delivery

Supply ChainStrategy &

Planning

Supply ChainDevelopment & Change

m anagement

Serv in

e Development &Ret irementServin e Strategy &

Planning

Servin

e CapabilityDelivery

Resource Development& Retirement

Marketing & OfferManage k ent

m arket Strategy &Po lin y

Product & o fferPortfolio Planning

Product & o fferCapabilityDelivery

m arketingCapabilityDelivery Product & o ffer

Development &Retirement

Product m arketingCommuni n ations &Promot ion

SalesDevelopment

SLM

CaM RM

ChM

CaM

M SLM

CaM

M SLM

CaM RM ChM

CaM RM ChM

SLM

SLM RM ChM

eTOM L2 Enterprise Management processes and ITIL processes


87/95

87

EnterpriseManagement

inancial sset Management

Stakeholder External RelationsManagement

nowledge ResearchManagement umanResourcesManagement

EnterpriseEffectivenessManagement

EnterpriseRiskManagementStrategic EnterprisePlanning

KnowledgeManagement

ResearchManagement

TechnologyScanning

Financial

Management

Asset

Management

Procurement

Management

roup

nterprise

Management

usinessContinuity

Management

SecurityManagement

FraudManagement

Audit Management InsuranceManagement

Process

Management &Support

Program&

ProjectManagement

nterprise

PerformanceAssessment

Facilities

Management &Support

RPolicies&

Practices

Organi

ation

Development

orkforce

Strategy

Workforce

Development

mployee&

LaborRelationsManagement

nterprise

QualityManagement

Legal

Management

Regulatory

Management

Shareholder

RelationsManagement

oard&

Shares/SecuritiesManagement

Corporate

Communications&ImageManagement

Community

RelationsManagement

nterprise

Architecture

Management

usiness

DevelopmentStrategic usiness

Planning

FM

ITSC

M

CM

CaM AM SLM

CM ITSC

SLM

CaM AM

CaM SLM

eTOM L2 Enterprise Management processes and ITIL processes


88/95

88

Legend

SD

IM

PM

ChM

RM

CM

SLM

AM

CaM

ITSC

M

High

correlationService Desk

Incident Management

Problem Management

Change Management

Release Management

Configuration Management

Service Level ManagementIM

MediumCorrelation

IM

Low

Correlation

IM

Availability Management

Capacity Management

ITServiceContinuityManagement

Financial ManagementforITServices

Service Support Service Delivery

C i f ITIL ith TOM l l 2


89/95

89

Comparison ofITIL processes with eTOM level 2 processes

ITIL

Function/Proc

ess

eTOM Level 2

Process

How ITIL supports the

management of customer

services

How ITIL supports the

management of internal IT

services

ServiceDesk CRMSupport&

Readiness

Custo erInterface

Manage ent

Selling

..

yTheServiceDeskistheonly

function withinITIL andactsas

thefirstpointofcontactforthe

Custo er/Usersand wellastheir

interfacetoalltheotherITIL

processes

..

yMonitorusageoftheSupportServices,

provideappropriate metrics (calllogs,

incidentrecords, RfCsraised,Service

Requestsetc)

yActastheinterfaceto

Incident

Manage ent

Custo erInterface

Manage ent

Selling

OrderHandling

roble Handling

Custo erQoS/SLA

Manage ent

Retention& LoyaltyService

yIncidentManage entisthekey

processused bytheServiceDesk

functioninfulfillingitsfunctional

require ents

yIncidentManage entsupports

thecapture,processingand

monitoringofService Requests

(RequestsforChange (RfCs),enquiresetc)as wellasIncidents.

yIncidentManage ent Process

Steps:

ClassificationandInitial

Support


90/95

90

ITIL-eTOM Mapping

Service Support

SD :6,1,0

IM : 15,1 0

PM :6,1,0 CbM :6,1,0

RM :4.8.0

CM : 12,10,3

Service delivery

SLM : 11,12,3

AM :5,10,3

CaM :6,11,2 FM :2,9,2

ITSC:0,6,2

eTOM Level 2 OPS(25), SIP(16), Ent(31)

eTOM and ITIL terminology


91/95

91

Alert Warning that an

incident has occurred.

Alarm An alerting indication of a

condition that may have

immediate or potentialnegative impact on the state

of service resources, e.g.

network element, application,

system, etc.

Asset Component of a

business process.

Assets can include

people, accommodation,

computer systems,

networks, paper records,

fax machines, etc.

Resource Resources represent physical

and non-physical components

used to construct Services.

They are drawn from the

Application, Computing and

Network domains, and

include, for example,

Network Elements, software,

IT systems, and technology

components.

Availability

Ability of a componentor service to perform its

required function at a

stated instant or over a

stated period of time. It

is usually expressed as

Availability

performa

nce

The ability of an item to be inthe state to perform a required

function at a given instant of

time or at any instant of time

within a given time interval,

assuming that the external

resources, if required, are

provided. Note that this

Within ITIL the concept ofAvailability covers both

eTOM terms.

ITIL Term Definitione TOM Equivalent Term Definition Comment



92/95

92


Ordering process dynamics flow


93/95

93

g p y

Incidentoccured

Incident management

Infrastructure failure (internal escalation)


94/95

94M.3050SUPP. (07)_ 09

Investigation anddiagnosis

Service request

procedure

Incident o nership, monitoring,tracking and communication

Incident closure

Resolution and recovery

Classification and

initial support

Incident detection and recording

Problemreported by

cu

stomer

Manage

contact

eport

problem

valuateand quali y

problem

Isolateproblem

initiate

resolution

and

Survey andanalyzeresource

trouble

Track and

manage problem

Track and manageresource trouble

ocalizeresource trouble

eport

problem to S/

lan assign

resolution

and Manage S/problemresolutionorrect and

recoverresource trouble

lose resource

trouble

lose

report

andlose problem

Incident

closed

Since resolutionand recovery occurs

ithin the

supplier/partner's

domain once thesupplier/partner has

noti ied that theincident has beenresolved that it is

closed out ithcustomerthe

elieved to beoptional lo

diagnoseand

ana ter problem

be ore plan andassign resolution

iagnose

problem

Incident management service request (standard pre-approved changes)


95/95

postech 5 etom v3.0 ul

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