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© 2016 TM Forum | 2
Orange - Problem StatementWe have seen SMART BPM an Agile way to Enable Digital Transformation for Process / System Transformation.
“We need to improve our service assurance system/ process in Agile way.”
ChristianOrange
CIO
OCEANE Overview Resource & Service Trouble Ticket 10 millions TT / year 40000 users (incl. 3000 concur.) up to 40 countries/organization
worldwide 50 000 SMS (alert ) 1.3 million mails (event)
TRANSFORM OCEANE DIGITALLY
© 2016 TM Forum | 3
Working towards one objective – demonstrating ‘SMART BPM’Enabling Digital Transformation for Process / System Transformation
SMART BPMDigital Enterprise Suite Disco
TEAMTOGETHER EVERYONE ACHIEVES MORE
CHAMPIONS
PARTICIPANTS
© 2016 TM Forum | 4
Smart BPM – Concept
ABPD - Automated Business Process
Discovery
SBPV – Smart Business Process
validation
ABPG - Automated Business Process
Guidance
SBPF - Smart Business Process
Framework Mapping
EBPF -Enhanced Business Process
Framework
SPPA- Smart Predictive & Prescriptive
Analysis
SBPI - Smart Business Process
Improvement
SBPF
ABPD
SBPV
ABPG
EBPF
SPPA
SBPI
© 2016 TM Forum | 5
SBPF
ABPD
SBPV
ABPG
EBPF
SPPA
SBPI
WHY SMART BPM
- Fewer ResourcesCost
Effective
- Accelerated Lifecycle
- Greater Transparency- Fact-based
- Impervious to Complexity
Fast
Accurate
- Minutes vs. Weeks- Legacy vs. Digital
IndustryAgnosti
c
Industry Framework Mapping
Analytics
- Evaluate- Simulate - Predict
Monitor- Performance- Bottlenecks- Infinite loops
- Manual Vs Automated
© 2016 TM Forum | 6
The Problem
The products and services we provide to our customers require large scale and complex business processes which needs to be transformed.
Fault Management System Transformation – so that the redundant and unused functional parts in the current system can be identified and there by system transformation strategy can be defined.
© 2016 TM Forum | 7
PRE-DISCOVERY PHASE: Scope finalization Schedule Meetings
PROJECT PLAN: INTERVIEWS & FLOOR WALK: Sessions with SME to understand and capture the AS IS process , pain points and issues
TIME & MOTION ANALYSIS:• Identifying the pain points and
improvement opportunities • Gathering volumetric details
IPC Order count CT
IPC1 33 40
IPC2 32 42
IPC3 35 41
IPC4 28 37
MANUAL PROCESS MODEL
Current State Process Discovery & Analysis - Manual
RECOMMENDATIONS
© 2016 TM Forum | 8
Automated Business Process Discovery(ABPD) & Smart Business Process Validation(SBPV)
PRE-DISCOVERY PHASE: Scope finalization Study system architecture Request desired Transaction logs
VALIDATE RESULTS: Sessions with SME to validate, pain points and issues
PROJECT PLAN: AUTOMATED PROCESS DISCOVERY:
SMART PROCESS VALIDATIONS & ANIMATION
Process models are entirely computer generated and requires no human input.
© 2016 TM Forum | 9
Illustrative example of Manual vs Automated Outputs
Manual Discovery Automated Discovery
Required Resources5 FTE + 4
ConsultantsProject Hours consumed 2500 HrsUse Case Discovered 3Use Case Variance Discovered 3Fallout locations Discovered 5Performance Issue identified 4
Required Resources 2 ConsultantsProject Hours consumed 200 HrsUse Case Discovered 4Use Case Variance Discovered 4Fallout locations Discovered 7Performance Issue identified 4
© 2016 TM Forum | 10
Events over Time Activity over Time Log Summary
Activity Summary
Activity Pareto
Fault Mgmt Online Application – Performance Analysis
© 2016 TM Forum | 11
Fault Mgmt Online Application – Performance AnalysisWebpages contribute for 93% of the total events Total 519 variants, Top 6 variants covers 60% of the Cases
Events/ Minute over Period of time showing Peak and Bottom period
From Page To Page Frequency % of Total Events
TIC-SC164: TICKETS LISTS TIC-SC076 – TICKET INTERVENTION 5664 5%
TIC-SC076 – TICKET INTERVENTION TIC-SC089: TICKET COMMENT 5211 4%
TIC-SC089: TICKET COMMENT TIC-SC164: TICKETS LISTS 3037 2%TIC-SC076 – TICKET
INTERVENTION TIC-SC063: Ticket Detail 2954 2%
TIC-SC089: TICKET COMMENT TIC-SC076 – TICKET INTERVENTION 2446 2%
TIC-SC063: Ticket Detail TIC-SC076 – TICKET INTERVENTION 2335 2%
Top 6 Activity Transitions
Webpages Relative Frequency
© 2016 TM Forum | 12
POST-DISCOVERY PHASE: Export Process in XML format
AUTOMATED PROCESS CREATIONTicket Process Mapped to BPMN 2.0 Process Flow • Activities , Gateways created as per discovered
process flow
PROCESS ANIMATION• Attachment of Documents
( Instructions ,Rules, Example ) attached activity
• Videos and tutorials explain steps in details linked to Activity
ABPG – Automated Business Process Guidance AUTOMATED PROCESS MODELOn single click process discovered process is converted to industry standard process model.
© 2016 TM Forum | 13
SBPF - Smart Business Process Framework Mapping Using latest BPF (eTOM) version
BPMN 2.0 Process Flow : Activity mapping to BPF (eTOM) Framework :
Who is the actor?
What activity is done?
When to be done?
Which system?
Why is it done ?
© 2016 TM Forum | 14
TMF Fx-16 Contribution Status
Existing TMF Matrices Mapping
Proposed Metric1- % Usefulness of webpage
Description: Usability of web pages in an online portal. It can be calculated using following formula:-Visit to web page/Total visit to Web site.
Theme: The document submitted to the Matrices collaboration program and received confirmation from Robert Bratulic – TMF Metrics Program Lead.
This will be added to TMF Metrics repository for FX16 at maturity level 2.
Proposed Metric2- # Seconds User spent on Web Page, per visit
Description: Complexity of content on the webpage in an online portal. It can be calculated using following formula:-SUM[Duration Spent on Web Page by different Users]/Total Web Page Visits
Theme: The document submitted to the Matrices collaboration program and received confirmation from Robert Bratulic – TMF Metrics Program Lead.
This will be added to TMF Metrics repository for FX16 at maturity level 2.
Proposed Metric3- %Next Page Transition
Description: User most accessed path -:Transitions from Source Page to Particular Page/Total no. of transitions from Source web page to all other web pages
Theme: The document submitted to the Matrices collaboration program and received confirmation from Robert Bratulic – TMF Metrics Program Lead
This will be added to TMF Metrics repository for FX16 at maturity level 2..
TMF TID 787- % Web Site Pages Helpful
Description - Used to measure the usefulness of Web Site information pages.Matrices – Taken from GB988 TM Forum Metrics Definition R15.5.1
TMF TID 788– # Web Site Page Votes Helpful / # Web Site Page Votes
Description - Used to measure the usefulness of Web Site information pagesMatrices – Taken from GB988 TM Forum Metrics Definition R15.5.1.
© 2016 TM Forum | 15
Smart Predictive & Prescriptive AnalysisBPMN Process Map
Simulation Parameters
Simulation OutputCreate Trouble Ticket Create Trouble Ticket
Preparations for Simulation:• Sub Process identified for simulation• Simulation Parameter assigned to each activity and
gateway . E.g. Processing Time, Resources• Scenarios to simulate process using different
parameters
After Simulation:• Mean Processing Time, Trigger Count summarized at the
end of simulation for each activity