Compass Catalyst 14052010 Final

Copyright © 2010 TeleManagement Forum, All Rights Reserved.1

Catalogue Data Driven Order Automation

Catalyst Presentation


Agenda HT requirements for COMPASS –

Catalogue Data Driven Order Automation To have integrated processes for online and voice

services

Overview: Catalyst demo setup what is the purpose, what will be demonstrated …

Contacts:Dominik Periškić, Croatian [email protected]

Damir Medved, GDi [email protected]

John Wilmes, Progress [email protected]

Dr. Aug.-Wilh. Jagau, [email protected]

mailto:[email protected]





THE COMPASS PROJECT?Prologue: What is …


COMPASS Project Targets

The solution will enable T-HT: to support voice and Internet based services with a set of

integrated business processes(order management, technical complaint management, billing, complaint management, dunning, etc.)

Processing orders for voice and Internet based services as a single order to better deal with service interdependencies

Keep synchronized the provisioning of voice and Internet based to better optimize use of network resources

Replacement of legacy IMF system (highly integrated system that has all features form CRM to Activation) with standards oriented, flexible solution


Project Targets – Services Covered in Phase 1 This solution will cover customer administration, order management,

billing, and provisioning of all Internet services including: Dialup subscriptions

Net Plus, Net Super, Net Office

ADSL account and traffic e-mail accounts and quotas, free webhosting, IP backup

IPTVaccount, additional services, different TV packages

Web hostingUnix, Windows, quotas, different databases (MySQL, SQL Server)

Private network (VPN) products remote access, VPN backup

Hosted Exchangecorporate e-mail accounting

Office IntranetSharePoint hosting

Hot spotsubscription

Existing products can be upgraded and new products can be configured so as to utilize assets newly added to network resources.


Project Targets – Key Processes Covered in Phase 1

Key Processes Covered: ADSL and Dialup Access Provisioning

E-Mail Service Provisioning

IPTV Service Provisioning

Web Hosting Provisioning

Fraud Deterrence / Fraud Detection

Helpdesk Support

DNS Management


T-HT Landscape 1: Voice CentricPeriod of 1998 – 2003


T-HT Landscape 2: OSS’s Consolitdatedend of 2004


T-HT Landscape 3: Billing Consolidatedend of 2008


COMPASS Design Topics

Voice and on-line fulfillment and assurance processes highly automated but independent High cost of maintenance – detached, separate systems Assembly and correlation of new products difficult Two interfaces to billing system Significant manual activities – automating transitions

between on-line and compound services difficult (eg. Voice + Dial-up to broadband 3Play) and lengthy

Solution is to change entire paradigm following TMF “Lean Operator” model, and to introduce new thinking during conceptual design of the new systems


TMF Recommendations that Influenced COMPASS

GB921 eTOM Concepts and Principles V 8.10

GB921-D Process Decompositions and Descriptions V 4.00

GB921-F eTOM Process Flow Examples V 4.00

GB921-U User Guidelines for eTOM V 1.10

GB929 The TAM - The BSS/OSS Systems Landscape V 2.10

GB929 The TAM - The BSS/OSS Systems Landscape V 3.00


COMPASS Alignment with TMF TAM

Operations Support& Readiness

Resource Design / Assign

Resource Design / Assign

Cu

sto

mer

M

gt

Ser

vice

M

gt

Res

ou

rce

Mg

t

Resource Inventory

Mgt

Resource Inventory

Mgt

Resource Problem

Management

Resource Problem

Management

Resource Logistics

Resource Logistics

Resource Activation

Resource Activation

Customer Service / Account Problem

Resolution

Customer Service / Account Problem

Resolution

ServiceDesign / Assign

ServiceDesign / Assign

ServiceConfig Mgt

ServiceConfig Mgt

Service Problem

Mgt

Service Problem

Mgt

Resource Planning/

Optimization

Resource Planning/

Optimization

Resource Provisioning / Configuration

Resource Provisioning / Configuration

Customer Self ManagementCustomer Self Management

Order MgtOrder Mgt

The TAM R2.1

ServiceInventory Mgt

ServiceInventory Mgt

ServiceSpecification

Mgt

ServiceSpecification

Mgt

Resource Specification Management

Resource Specification Management

Res. Domain Mngmnt. (IT Applic., Network)Res. Domain Mngmnt. (IT Applic., Network)

SLA MgtSLA Mgt

Fulfillment AssuranceDCAT Expediter Granite Activator

Product Catalog Management

Product Catalog Management

ProductManagement

Product Lifecycle Management

Product Lifecycle Management

Product Strategy / Proposition

Management

Product Strategy / Proposition

Management


COMPASS Architecture Objectives Support a flexible approach to product / service modeling Foster reusability of resource components

(optimize resource consumption with help of catalog)

Create order management and fulfillment processes entirely driven by catalogue data

Under business rule control select from several feasible alternatives the solution which make the most sense from a network and/or operations perspective

Make workflow control catalogue data driven Employ standardized (Move / Add / Change / Delete)

operations for interworking with non-COMPASS systems Leverage TMF frameworks (eTOM, SID, TAM)

to design of solution


Product vs. Service Catalogue

ServiceActivation

Service Inventory(network inventory)

Provisioning Management(automated assignment and

network rearrangement)

CRM System(order entry)

The Network

Order Manager(flow controller)

Work ForceManagement

Billing

ProductCatalogue

(product bundles,availability control,

pricing / discounting)

Service Catalogue

(order decomposition,solution selection,MACD processing,

resource provisioning)

OSS Control


COMPASS Architecture

Enterprise Service Bus

BillingCustomer Relationship

ManagementManual Task Management

Expediter Dynamic Service Catalog

Resource Components

Customer Number Manager (CNUM)

Granite Inventory

Geographic Information System

Order Entry/Negotiation

Order Orchestration

Work Force

Order Decomposition

Activator

Service ActivationFeasibility Analysis


Flow of Information Through COMPASS

Product / Service / ResourceModels

Solution Instances

PLM OSS

Specifications of Networkand Service Capabilities

Product & CFS References

Service Inventory Updates

Customer Orders / Product Instances

Resource Provisioning and Service Activation

Service Modelling


COMPASS Catalogue Data Uses

OSS Reference Data

Resource Optimization Rules

Exception Handling Data

Transaction Roll-Back Procedures

Order Information

Forms Layout Information

Service Topology Data

Business Rules

Order Work-Flows

Network Relevant Data

Ord

er Deco

mp

ositio

n

Pro

vision

ing

Wo

rk-Ord

er Disp

atch

Service A

ctivation

Service Tu

rn-O

n

Ord

er Verificatio

n

Ord

er En

try


INTERWORKING COMPASSWITH EXTERNAL SYSTEMS

Request eXchange Interface


Original COMPASS

TheDCAT Engine

Resource Components

O-IF

SW Mandated IF’s

Original IF’s ServiceInventory

ServiceCatalog

COMPASSOrder

Manager

WorkforceManagement

O-I

F

O-IF

O-I

F

O-I

F

O-IF

O-IF BillingCRM System


Challenge Re-Using COMPASS Solution

Surveys from TM Forum Events 2008

A whopping 70% describe data integration as challenging or very challenging• COMPASS is interworked with

four other systems at T-HT• all of these systems are T-HT

specific

70%+ of respondents spend more than 40% of their project on data integration• COMPASS uses approx. 40

different message types• each message type has an

average of 60 data items


Interworking COMPASS Using SOA Ideas

Business Process Management

Data Interoperability

Management of Enterprise Services


Data Exchange Via Intelligent Services Layer

Utilize a common model to provide a common context across the process

Abstract physical interface definitions by mapping to a common model


COMPASS+: Enhanced by Semantic Integrator

ENTERPRISE SERVICE BUS

NMS Inventory OMS Billing CRM

SID Common Data Model

CustomerProduct

ResourcePartner

Common

Market

Service

BPMBusiness Process

(eTOM – Business Process Framework)

Enterprise-wide Information Framework

(SID –information Framework)

Systems Integration Framework

(TNA – Systems Integration Framework)

Applications Framework

(TAM –Application Framework)


RXI*: Enabling Future Solutions

DCAT

CRM System Billing

Resource Components

Semantic IntegratorFacilitated Interface Service

InventoryServiceCatalog

Order Manager

WorkforceManagement

Enterprise-Wide Message Schemas(managed with Semantic Integrator)

Interface Pre-Built w/Semantic Integrator

Service Deliveryand Activation

Platforms

Product Catalogue(BSS Level)

*RXI: Request eXchange Infra-Structure


DCAT THEORY OF OPERATIONSCatalogue Data Driven Order Automation


DCAT Overview

The DCAT Engine

Product Catalogue

Designer

Dynamic Service Catalogue

SOA Interfaces

Configuration

Workflow

Policies

Relationships

Component Catalogue


GDi Systems DCAT EngineThe DCAT Engine …

identifies and compiles fully specified service instances for each of the requested products

interfaces to service / network inventory via Resource Components

is driven by business rules stored in the DCAT models

processes Move / Add / Delete / Change service actions

delivers fully specified solution(s) to Order Manager

updates the service inventory upon completion of order process

CRMRequest

ProductSelection

Recomm.Engine

ServiceInstance

DecomposedOrder


DCAT Product/Service Modelingin Support of The DCAT Engine

For interworking COMPASS with external CRM systems, DCAT uses the Product / Customer Facing Service (CFS) level as point of reference, i.e. it must be ensured that product or CFS names qualify as unique keys in both the CRM product catalogue and the DCAT service model data base.

To enable the automated operations of The DCAT Engine, DCAT business rules must be created for evaluating order data contained in the CRM request as well as service profile and network footprint information retrieved from Granite Inventory

DCAT service models must include details of the behaviour of the resource underlying each service


COMPASS Product ModelProduct – CFS - RFS - Components

Product

CFS CFS

RFS RFS RFS RFS

C1 C2 C3

C5 C6PC1 C4

C4

p

29CFS Customer Facing ServiceRFS Resource Facing Service


Product Model Example: ADSL with POTSModel Showing References Between

Resources


Inventory Resource Components Inventory Resource Components control the provisioning of network

facing services and thusly provide an automation layer for the management of the Granite Inventory core objects.

Granite Inventory artifacts used by COMPASS are:• Path• UDC (and TUDC – >transparent< user defined class)• AMO (advanced modeling object for modeling resource facing

services)• Association• Channel• Equipment (network elements, CPE, and others)• Customer

These Granite Inventory artifacts will directly map to resource components in DCAT.


Provisioning Control Resource Components

Examples of available provisioning control resource components are:• Active Equipment Free Port Finder (abbreviated:

AE)• Find Free Path Channel• Routing Engine (abbreviated :

RE)• Numbering Engine (abbreviated :

NE)• GIS Engine (abbreviated :

GE)

These and other resource components are capable of fully managing a set of key Granite Inventory objects.

The functionality provided by each of the resource componentsis accessible via an exposed web-services interface.


Request eXchange Interface (RXI)

The RXI supports different request types: Workorder management Fault repair management Task assignment

The RXI utilizes “Semantic Integrator”: Management of enterprise data schemas Automated mapping of external messages to

COMPASS data dictionary Generation of stub-code for external interfaces

What was rationale for its implementation ? Yield a generic interface for supporting as many

different order scenarios as possible


PRODUCT SUMMARIESModules COMPASS Like Solutions Are Constructed From


Products Underlying COMPASS Catalyst Project

Vendor Product Name Synopsis

Resource Components

Implement a provisioning engine on top of Granite Inventory. Resource Components manage the entire life-cycle of network and service objects stored in Granite Inventory

SemanticIntegrator

Ensures full data interoperability by implementing complex translations across a common model, dramatically reducing the cost and effort required for design and maintenance.

Dynamic Service Catalogue

Handles order decomposition and service orchestration, sequences provisioning of resources, and directs the operations of the order manager.

Expediter Order Automation

Used as an order manager. Accepts commercial orders from CRM system and manages service requests sent to work-force and activation systems.

GraniteInventory

Authoritative data base for all network and service resources.


COMPASS Achievements for Croatian Telekom

Key Croatian Telekom requests fulfilled Future proof design achieved …

To Be Finalized


EXAMPLES OF SERVICE MODELSSubjects of The Life Demonstration


COMPASS Demo Environment

Explaining modeling of IPTV service in Service Catalogue

Creation of E-2-E process and orchestration of IPTV provisioning

Receiving and decomposition of message from HT CRM system– message will be delivered from HT side and sending success/fail message back to CRM system

Creation of interface (southbound interface) to provisioning system (Myrio)

Sending message to Myrio system and receiving response

Execution - live demonstration step-by-step.


Example 1: MaxTV (IPTV) product model

39

Complex due to compromise :• to match structures in HT CRM (Donat)• to avoid changes in HT CRM


Demo scenario 2: Upgrade/Downgrade case

For the purpose of presentation of DCAT engine it can be interesting to show upgrade/downgrade case. The order for the case consists of two parts, i.e. two correlated products in the same order. The products are correlated by the same scenario_id parameter as it was defined by NBI.

Let’s stick with the concrete case. The customer has plain dial up account and wants to upgrade to ADSL account. From AAA system perspective, the only thing in that case that should occur is change of customer type in the system (also, some additional services should be added as it is defined by business regarding ADSL account). Without DCAT engine correlation and deduction, the result would be deletion of dial up account and creation of new ADSL account. That approach would not be acceptable because the customer would get new account (customer already has one and there is no need to change it), customer would get a new email address (this definitely should be avoided) and mail box for the current email address would be deleted (this is unacceptable; customer upgrades to better service and we delete all customers emails!).


Demo scenario 2: Upgrade/Downgrade case DCAT implementation is able to detect the case. In stated example, the

detection is not very straight forward. CFS from those two products are not the same (different CFSs that represents an account are defined on ADSL and dial up) and DCAT Engine has to deduct it is the same account from AAA perspective and that resulting actions should not be DELETE and ADD (as it would be if the products are not correlated) but MODIFY. The whole implementation is done in the rules (by adding few methods inside the engine which helps the deduction) and it is quite simple (it just follows the same logic as for ADD or DELETE actions).

We can show what happens when e.g. just dial up DELETE order comes, and what happens when dial up DELETE with ADSL ADD (correlated) comes into the system. We can show the rules that deduct the cases and the resulting tasks. Also, final result in AAA can be shown for both cases.

Downgrade case would be actually the same but with ADSL DELETE and dial up ADD in the same order. The behavior is actually the same (in different direction).

This is one of the most powerful benefits of DCAT implementation that can be shown out of the first phase of the COMPASS project (when the Granite Inventory is not involved in the provisioning process).


Example 2. – Web Hosting


Activate” Order Action Workflow Sequence Diagram – Complex Case

Use Telcordia Animation


Q&A SESSION

Documents

Compass Catalyst 14052010 Final