ENGENHARIA DE SERVIÇOS – SERVICES ENGINEERING
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2012-2013
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
Quarta-feira, 7 de Novembro de 12
ENGENHARIA DE SERVIÇOS – SERVICES ENGINEERING
Outline
‣
Motivations
‣
OSS Functionalities
‣
Order Management and Workflows
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Motives: Industry Transformation Convergence
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ENGENHARIA DE SERVIÇOS – SERVICES ENGINEERING
Motives: Industry Transformation Convergence
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Motives: Industry Transformation Convergence
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Motives: Next Generation Networks
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Motives: Services Everywhere
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Everything
Everywhere
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Motives: New paradigm: IMS
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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
ENGENHARIA DE SERVIÇOS – SERVICES ENGINEERING
Motives: New paradigm: Access Everywhere
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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
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The Key: Business Assurance
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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.
ENGENHARIA DE SERVIÇOS – SERVICES ENGINEERING
OSS - From Silos to “Plug and Play”
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OSS - “Plug and Play” in the Cloud
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ENGENHARIA DE SERVIÇOS – SERVICES ENGINEERING
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
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ENGENHARIA DE SERVIÇOS – SERVICES ENGINEERING
OSSs Functionality
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ENGENHARIA DE SERVIÇOS – SERVICES ENGINEERING
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
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ENGENHARIA DE SERVIÇOS – SERVICES ENGINEERING
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)
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OSSs and Processes Model eTOM
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Service Creation
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Catalog Usage
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Order Entry and Management
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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)
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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.
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OSS - The basic goal
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Typical Order Types
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Orders Workflow
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Orders Workflow
‣
Order Decomposition:
‣
Each Order is broken down into a series of
sub-orders 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)
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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
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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
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‣
Telephony Service (voice) example
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OSS Functionality - Inventory
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OSS Functionality - Inventory
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Example from Oracle Solutions
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