POSTECLecture

Network Management
Chapter 5 IP/eBusiness Management

May29June5,2008

MasayoshiEjiri
Japan

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 and
Management
2

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 )

New Paradigms of
ICT Industry

Open Market
Inter Networking
Virtual Service Provider
Technology
Convergence

Business
Convergence

Deregulation
Customers Demand
4

ICT Market Trend

Past(~1985): Monopoly, Regulated Market.
PSTN based telephone services by mega carriers to
Reactive customers
Current(~2005 ): Competitive ,Deregulated Market.
Dominant PSTN plus Explosive Mobile and Internet
based telephone +Date services by new/old service
providers to personalized but still Reactive customers
Future(2010~) Converged Market by removing
industry boundary and customer/provider scheme.
NGN based ubiquitous triple/quadruple services by
provider/customer collaboration to Proactive end users
5

ICT Management Target

Past :
Bottom up approach for robust and interoperable
resource management
TMN Architecture and FCAPS

Current
Top down approach for Customer retention and profit
conscious resource management.
Process evolution for customer self operations
N3B(Not Built But Buy) OSS by COTS and PnP

Future
Customer driven services and operation using Web 2.0
Context, Contents and SLA aware management
6

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

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 ( Price
Competition )

SPs Target :

CAPEX/OPEX cost down for price 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)

ITU-T TMN Recommendations

TMN Functional Architecture

LLA : Logical Layered Architecture
TMN Information Architecture
TMN Physical Architecture
TMN Management Area
TMN Management Services

TOM : Telecom Operations Map

A Service Management Business Process Model

(TMF : TeleManagement Forum 1995)
http://www.tmforum.org
Customer

Customer Interface Management Process

Sales

Service
Management

Order
Handling

Problem
Handling

Customer
QoS
Management

Invoicing/
Collections

Customer Care Process

Service
Planning/
Development

Service
Configuration

Service
Problem
Resolution

Service
Quality
Management

Rating and
Discounting

Information
Systems
Management
Processes

Service Development and Operations Processes

Network
Management

Network
Planning/
Development

Network
Provisioning

Network
Inventory
Management

Network
Maintenance
& Restoration

Network Data
Management

Network and Systems Management Processes

Element Management Technology Related

Physical Network and Information Technology

10

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 with
Application/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

11

Paradigm Shift
tBusiness?

iBusiness?

eBusiness?

Simple
Network/Services
on POTS

Multi, Heterogeneous
Network/ Services
on IP

Ubiquitous
Network/ Services
on Nomadic

Regulated Market
Dominant Carrier
SP defined Service
menu.
Best Effort SLA

Open Market
Multi SP
Customer combined
Service
Compromised SLA

Personal Market
Virtual SP
Customer defined
Service
Satisfied SLA

t: telephone

i: internet

e: enjoyable 12

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

13

IP Management Architecture
Layer
IP Customer Care
Layer

MO
Customer Interaction
Process

Function
Service Negotiation
Self Operation

IP Application Layer

VOIP, Conference, eBusiness, Multicast, etc.

Application Dependent
Transport

IP Service Layer

Router, IP Service Node,

etc

IP dependent / AP
Independent Transport

IP Transport Layer

Photonic, SDH, ATM, POTS

LAN, WAN, Access, etc.

IP Independent
Transport
14

e-Business Model
e-Business
Model
End
Users

CSP ASP

Logistics
e-Business
Management

Contents

Delivery Platform

IP Service
Management
IP
Management

IP
Transport

ISP, BSP

15

TMN to e-Business Management Solution

BM

NM

BM

Negotiation

SM

Visibility

SM
NM

RM

EM
EM

TMN

eMS

Telecommunications
Management
Network

e-Business
Management
Solution

Network
Services
Human
Finance
...

16

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 a
mediator for collection. Deliveries be arranged in agreed
time and traceable.
- Operations Services
Value added Services : Perishable goods ( fish, fruit) be
transported using a cold storage , delicate good be
transported using hanging
- Contents Aware Delivery Services
17

End Users

eBusiness
Management
SLA on
Negotiation
Content Aware Delivery
Management

Resource
Management

OLA on
Partnership

IP/eBusiness Management Architecture

18

Services

Management

End Users

Contents

Transactions

eBusiness

Logistics

Auction

Banking

Application Services

Content Services

Contents
ID Mgt.

Content
Delivery

IP Bearer

Contents
Integration

Media
Gateway

Advertising

SaaS

Billing

Agent/Portal

Resources

eBusiness
Management.

Content Aware
Management

Resource Management

eBusiness Services and Management Architecture

19

SLA and OLA in eBusiness Management

Customer
( eBusiness)
Operations Services
SLA

Service
Provider

SLA
Negotiation

Content Delivery
Resource
Transport Services OLA
Transport
Resource

Operations
Resource

Operations Support
OLA

Content Delivery Services SLA

Transport Services SLA

OLA
Negotiation

Operations Resource
Supporters

Resource Provisioning
OLA

Communications Resource
Suppliers

Partners

20

Key Words for IP/eBusiness management

Partnership : Common BP & Interface

TMN to eMS(eBusiness Management Solutions)

Adaptive & Customer Driven Business Process
Consensus among Industries and Customers

Negotiation & SLA

: Differentiation

Policy Based Negotiation Management

Customer Self Operations
QoS oriented Secure & Customer perceptible SLA
21

IP/eBusiness Management
Why ?

Support eBusiness by Competitive Service

Creation in New Paradigm

What ?

Negotiation for Customer Defined Services

and SLA

How ?

Policy Based Management and COTS/ PnP

OSS

22

Business Process
-TOM to eTOM-

eBusiness Oriented TOM

Open ,Visible Process for Customer retention
Common Business process for Partnership
Enterprise Management for Total Solution

23

Business Process in TMN

The business process approach has 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.

24

Related TMN Rec.

ITU-T Recommendation M.3010 Principles for a
telecommunications management network.
ITU-T Recommendation M.3020 TMN interface
specification methodology.
ITU-T Recommendation M.3200 TMN
management services and telecommunications
managed areas: overview.
ITU-T Recommendation M.3400 TMN
management functions.
25

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
26

Relationship between the management service/function

and business process approaches

M .3 0 5 0 .0 _ F 1

27

Scope of IP/eBusiness Management

IP
IPService
ServicePlane
Plane
eBusiness
IP
Operations
Service

SP
SPPolicy
PolicyPlane
Plane

(Customer)
IP
Transmission
Service

Operator
Service
Manager

Network

OSS

Resource

Operations

OSS
Human

Policy

Finance

Partner

28

SPs Business Process Overview

Customers

Operations Services
& Marketing

Customer
Operations

Communications
Services

Service Provider
Operations
Resource
Policy

Environment

Enterprise
Politics
Economics

Management
Information
Support

Content
Delivery
Resource
Transport
Resource

Communications
Resource

Alliance
Supply

Partners
Operations Resource
Supporters

Partners
Communications Resource
Suppliers

29

Customer
Customer Interface Management Processes

Business
Management
Service
Management

Sales

Order
Handling

Problem
Handling

Customer
QoS
Management

Invoicing
and
Collections

Customer Care Processes

Service
Planning and
Development

Service
Configuration

Service
Problem
Management

Service
Quality
Management

Rating and
Discounting

Service Development and Operations Processes

Network Management
Network
Planning and
Development

Element Management

Network
Provisioning

Network
Inventory
Management

Network
Maintenance &
Restoration

Network and Systems Management Processes

Network Element Management Processes

Network Data
Management

Information Systems Management Processes

TMN Layers
correspond with TOM
horizontals

Physical Resource and Information Technology

TOM processes are

captured in FAB area
of eTOM Operations
Customer
Strategy, Infrastructure & Product
Strategy &
Commit

Infrastructure
Lifecycle
Management

Product
Lifecycle
Management

Operations
Operations
Support &
Readiness

Fulfillment Assurance

eTOM maps the

NGOSS Business
View

Marketing & Offer Management

Customer Relationship Management

Service Development & Management

Service Management & Operations

Resource Development & Management

(Application, Computing and Network)

Resource Management & Operations

(Application, Computing and Network)

Supply Chain Development & Management

Supplier/Partner Relationship Management

Enterprise
Management

Strategic &
Enterprise
Planning

Brand Management,
Market Research &
Advertising

Financial & Asset

Management

Human Resources
Management

Stakeholder & External

Relations Management
Research &
Development,
Technology
Acquisition

Billing

NGOSS
Supporting
Tools

Disaster Recovery,
Security & Fraud
Management
Enterprise Quality
Management, Process & IT
Planning & Architecture

30

eTOM: Linkage to NGOSS

eTOM provides the

NGOSS Business View
eTOM processes, flows
and information are
input as requirements
to the NGOSS System
View
Feedback from the
NGOSS development
cycle is used to validate
the eTOM

NGOSS
Supporting
Tools

31

Process Lifecycle

32

RMHorizontalIntegration(1)
Space
Planning

Service Service Planning

& Commitment
SP

Resource SP

NW SP

Technology SP

Technology
Survey

Resource
Commitment

NW Planning

NE SP

NE Planning

Technology
Research &
Development

SP:Strategy/Policy
Space : Building, Electric Power, Duct,Floor,etc.

33

RMHorizontalIntegration(2)
Space Design

Space
Construction

Resource
Quality
Adjustment

NW Design

NW
Procurement

NW
Installation

NE Design

NE
Procurement

Buy/Built
Decision
NW/NE SP

Procurement
Planning
Installation
Planning

Resource
Delivery
Resource
Maintenance

NE
Installation

Resource
Assessment
34

: Technology/Resource SP
: Resource Planning & Commitment
: Resource Development
: Resource Installation
: Resource Delivery & Assessment
35

Resource Configuration
NE Performance
Check & Report
NE Configuration
Work Force Mgt.

OS&R

Physical NW Configuration

NW Performance
Check & Report

Logical Resource
Configuration

Resource
Performance
& Fault

ex. Phone Number, Address

SM&O
Note: Performance includes Traffic

36

Resource Performance & Fault

NE Events Analysis
& Report

Work Force Mgt.

NE Repair

NW Events Analysis
& Report
NW Re-Configuration
Resource
Configuration

NW Performance
Analysis & Report

Fault Analysis
& Report

OS&R

Resource
Usage Data
SM&O
37

Resource Usage Data

NE Usage Data
Collection , Analysis
& Report
Resource Performance
& Fault
NW Usage Data
Collection , Analysis
& Report
SM&O

38

Note for Slides

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

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

: Level 2 ( Modified )

: Level 3 ( Proposed)
39

Resource
Management &
Operations

RM&O Support &

Readiness

Resource
Provisioning

Res ource Trouble

Management

Resource
P erformance
Management

Resource Data
Collection &
Processing

a, Resource Management &Operations decomposition into level 2 processes

Resource
Developm ent &
Managem ent

Resource Strategy
& Planning

Resource
Capability Delivery

Resource
Dev elopment &
Retirement

b Resource Development & Management decomposition into level 2 processes

Level 2 Process Component of Resource Management

40

Service Management & Operations Level 2 Process

Service
Management &
Operations

SM&O Support &

Process
Management

SM&O Readiness

Service
Configuration &
Activation

Service Problem
Management

Service Quality
Analysis, Action &
Reporting

Service & Specific

Instance Rating

TeleManagement Forum October, 2001

41

eTOM - the Enhanced Telecom Operations Map

Customer
Strategy, Infrastructure & Product
Strategy &
Commit

Infrastructure
Lifecycle
Management

Operations

Product
Lifecycle
Management

Operations
Support &
Readiness

Fulfillment

Assurance

Marketing & Offer Management

Customer Relationship Management

Service Development & Management

Service Management & Operations

Resource Development & Management

(Application, Computing and Network)

Resource Management & Operations

(Application, Computing and Network)

Supply Chain Development & Management

Supplier/Partner Relationship Management

Billing

Enterprise Management
Strategic & Enterprise
Planning

Enterprise Risk
Management

Financial & Asset

Management

Enterprise Effectiveness
Management

Stakeholder & External

Relations Management

Knowledge & Research

Management

Human Resources
Management

42

Level 2 OPS processes

Operations
Operations Support
& Readiness

Fulfillment

Customer Relationship
Management
CRM
Support &
Readiness

Marketing
Fulfillment
Response

Assurance

Billing

Customer Interface Management

Selling
Order
Handling

Customer
QoS / SLA
Management

Problem
Handling

Billing &
Collections
Management

Retention & Loyalty

Service Management &

SM&O
Operations
Support &
Readiness

Resource Management &

Operations
RM&O
Support &
Readiness

Supplier/Partner Relationship
Management
S/PRM
Support &
Readiness

Service
Configuration
& Activation

Service
Problem
Management

Service
Quality
Management

Resource
Provisioning

Resource
Trouble
Management

Resource
Performance
Management

Service &
Specific Instance
Rating

Resource Data Collection & Processing

S/P
Requisition
Management

S/P Problem
Reporting &
Management

S/P
Performance
Management

S/P Settlements
& Billing
Management

Supplier/Partner Interface Management

43

Level 2 SIP Processes

Strategy, Infrastructure & Product
Strategy & Commit

Infrastructure
Lifecycle
Management

Product
Lifecycle
Management

Marketing & Offer Management

Market
Strategy &
Policy

Product & Offer

Portfolio Planning

Marketing
Capability
Delivery

Product & Offer

Capability Delivery

Product & Offer

Development
& Retirement

Product Marketing
Communications
& Promotion

Sales Development

Service Development & Management

Service
Strategy &
Planning

Service
Capability
Delivery

Service
Development &
Retirement

Resource
Capability
Delivery

Resource
Development &
Retirement

Resource Development & Management

Resource
Strategy &
Planning

Supply Chain Development & Management

Supply Chain
Strategy &
Planning

Supply Chain
Capability
Delivery

Supply Chain
Development
& Change
Management

44

Process Decomposition

Process X

Process Element
X1

Process Element
X2

Process Element
X21

Process Element
X211

Process Element
X3

Process Element
X22

Process Element
X212

45

Process Decomposition
Concept and Overview : Level 0:
Common Process Oriented Components ( Entities)
Process Groups ( V/H) for common understanding: Level 1
Components for Common Process: Level 2
Software Reuse Oriented Components
Components 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 ?

46

Example of Level 3 OPS processes

Fulfillment (L1)
Resource Management & Operations (L1)
Resource Provisioning (L2)
Allocate & Deliver
Resource (L3)

Configure & Activate

Resource (L3)

Test Resource (L3)

Collect, Update &

Report Resource
Configuration Data (L3)

47

Resource Trouble
Management

Survey & Analyse

Resource Trouble

Localise Resource
Trouble

Correct & Recover

Resource Trouble

Track & Manage

Resource Trouble

Close
Resource Trouble

Report
Resource Trouble

TeleManagement Forum April 2003

Service
Problem
Management

Evaluate and
Qualify

Diagnose

Plan and assign

Resolution

Track Resolution

Close
and Report

Example of Level 3 Component of Service/Resource Management

48

Resource provisioning decomposition into level 3 processes

Service configuration and activation decomposition into level 3 processes

49

Service Problem Management-Level 3/4 Process

Service
Problem
Management

Evaluation and
Qualification

Diagnosis

Resolution
Planning
and
Assignment

Problem Request
Receipt

Diagnosis of
Problem

Identification of
Resolution
Responsibility

Monitoring of
Fault Resolution

Service Testing

Problem Testing
Performance

Problem
Escalation

Resolution Option
Investigation and
Recommendation

Progress
Reporting

Repair and
Reconfiguration
Checking

Problem
Qualification

Scheduled
Task

Resolution
Tracking

Closing
and
Reporting

Issue of cleared
Problem
Report

Specific Activity
Assignment

50

Process Decompositions : Order Handling

Or der Handling

Level 2

TEA M DRAFT

Level 3

T
eleM
anagem
entForum
eT
O
M
A
pril201

Preorder
Feasibility
Deter mination

Cr edit
A uthorization

Order Issuance

Order Tracking
and Status

Or der Completion

Customer
Satisfaction
Validation

Rec eive Pre-Order

Feas ibility Request

Cr edit
Inv estigation
Deter mination

Or der Request
Validation

Status
Es tablishment and
Management

Manage Customer
changes to
A gr eement Con

Conf irm Customer

Value delivery

Is sue Pre-Order
Feasibility Study

Cr edit
Inv estigation

Or der Plan
Dev elopment

Status Report

Test solution and

demonstrate to
cust

Billing Satisfaction
Validation

Obtain Appropriate
Approvals

Or der Creation

Customer
Jeopardy
Notification

Confirm Order
Completion w ith
Customer

Follow up on
optimal Customer
Utilisation

Advise and
Negotiate
A cceptable Terms

Or der Amendment

Committed Date
Re-negotiatio w /
Customer

Train the customer

Or der Cancellation

Level 4

Validate info for

Assurance and
Billing
Report unmet
c ommitments or
c apabilities

51

EM Processes
Level 0
Level 1

Enterprise
Management

Strategic &
Enterprise
Planning

Financial &
Asset
Management

Stakeholder
Enterprise
& External
Risk
Relations
Management
Management

Level 2
Enterprise
Human
Effectiveness Resources
Management Management

Knowledge
& Research
Management

Strategic
Business
Planning

Financial
Management

Business
Continuity
Management

Corporate
Comms &
Image Mgt

Process
Management
& Support

HR Policies
& Practices

Knowledge
Management

Business
Development

Asset
Management

Security
Management

Community
Relations
Management

Enterprise
Quality
Management

Organization
Development

Research
Management

Enterprise
Architecture
Management

Procurement
Management

Fraud
Management

Shareholder
Relations
Management

Program
& Project
Management

Workforce
Strategy

Technology
Scanning

Audit
Management

Regulatory
Management

Enterprise
Performance
Assessment

Workforce
Development

Insurance
Management

Legal
Management

Facilities
Management
& Support

Employee
& Labor
Relations Mgt

Group
Enterprise
Management

Board &
Shares/Secur.
Management

52

Process Flow
Target
Driver
P/B

Target/Driver

P/B
Target/Driver

Target/Driver

Process
/Behavior

P/B

Target/Driver

Target/Driver

P/B

Target/Driver

P/B:Process/Behavior 53

Example of Process Flow

Customer
Request

Customer
Order

Selling

Order
completed

Order
Handling

Request
Service
Activation

Service
Activated

Service
Configuration
&
Activation
Request
Resource
Activation

Resource
Activated

Resource
Provisioning

54

Billing Process Flow

from Fulfilment
Processes

Activate Billing Cycle

Customer Account

Invoicing &
Collection

(Ordering)

4. Generate
Bills

Invoice
Special discounts

from Assurance
Processes

Collect

SLA violations

Customer
(Billing inquiry
& Payments)

3. Summarized
bill content

Discount
Rating &
Discounting

Other Providers

Rate

(Problem Handling)
2. Aggregated usage data

Aggregate
Network Data
Management

Collate
Collect

Key:
Activities

1. network (usage) data

Network Element Management & Network Elements

Processes
Cross FAB Process I/f
Inter-process I/f
Inter SP process I/f

55

Order Handling Process Flow at Level 3

Order Handling
PreOrder Feasibility Determination

Pre-Order to
Order Handling

Send PreOrder Feasibility

request
Customer Order to
Order Handling

Credit Authorization

Get preOrder resullts

Internal
Work
Order

Order Issuance

Coordination of Supplier/partner
components

Design and
Technology
selection
Request

Pre-Order result

Order Tracking and Status

Detailed
Design

Design of solution
Request Detailed
Confirmation by
Engineering

Customer
accepts
Design

Order Tracking and Status

Service Details
for Billing

End-to-end
Service
Test
completed

Order Completion

Service Details for

Assurance

Order Completion
advice

Level 4 processes

56

Ordering Level 2 Process Flow

57

Why use eTOM?

eTOM makes available a standard structure, terminology and

classification scheme for describing business processes and their
constituent 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 portfolios
of IT applications in terms of business process requirements
eTOM enables creation of consistent and high-quality end-to-end
process flows, with opportunities for cost and performance
improvement, and for re-use of existing processes and systems
eTOM use across the industry will increase the likelihood that offthe-shelf applications will be readily integrated into the enterprise, at
a lower cost than custom-built applications

58

Recent Reports on eTOM Adoptions (SPs)

eTOM is a reference guideline in the definition of the
Vodafone worldwide IT Enterprise Architecture.
eTOM is used to map functionality of existing systems
and discover redundancies.
Telstra enhanced the core eTOM Framework to create a
Framework for all Process Elements in Telstra down to Level 4.
eTOM is referenced in the design and implementation
of the New Broadband Services Management Architecture.
eTOM is used in the definition and implementation of the
business Process Framework for the merged Telia and
Sonera companies.
eTOM is used to provide the basic framework for describing
the process scope and positions the process capabilities of
current / future systems. It also provides a neutral reference
model with an associated lexicon for the processes to be
addressed.

59

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

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, and 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

60

Process, Function and Data

eTOM

M3400

SID

Process

Function Sets

Data

61

Process and Function

Processes can be used to describe the flow of
activities to solve a particular business problem,
or part of it.
A function can be considered as a unit of
processing (either initiated by humans or through
an automated action) with specific, well-defined
inputs and outputs.
For functions in particular, the data is essential
because the function is described as a unit of
processing together with its associated data
inputs and outputs.
62

Relationship between processes, functions and

data
R e s u lt 1

R e s u lt 1
P rocess 1

P rocess 2

S te p 2

T rig g e r 1

S te p 1

S te p 3

F u n c tio n
1

R e s u lt 2

F u n c tio n
2

T rig g e r 2

S te p 1

F u n c tio n
3

S te p 2

R e s u lt 2

F u n c tio n
4

CRUD

D a ta 1

D a ta 2

C R U D : C re a te , R e a d , U p d a te , D e le te

D a ta 3

D a ta 4

D a ta 5

M .3 0 5 0 S U P P .3 _ F 0 3

63

Processes, function set groups and data areas

R M & O L e vel 2 p ro c esses fro m eT O M
R eso urce
p ro v is io n in g

R M & O S u p p o rt &
R e a d in e s s

R eso urce
p e rfo rm a n c e
m anagem en t

R e s o u r c e tro u b le
m anagem ent

R e s o u r c e d a ta
c o lle c tio n &
p ro c e s s in g

F u n c t io n s e t g r o u p s ( M .3 4 0 0 )
N e tw o rk
p la n n in g /
e n g in e e rin g

P r o v is io n in g

In s ta lla tio n

A la rm
s u rv e illa n c e

S ta tu s &
c o n tr o l

T e s tin g

F a u lt
lo c a liz a tio n

F a u lt
c o r re c tio n

T ro u b le
a d m in .

S e c u r ity
a d m in .

C o n ta in m e n t
& re c o v e ry

D e te c tio n

P erfo rm a n c e
q u a lity
assu ran ce

P erfo rm a n c e
a n a ly s is

P erfo rm a n c e
m anag em en t
c o n tr o l

P erfo rm a n c e
m o n ito rin g

R A S
assuran ce

U sag e
m e a su re m e n t

D a ta a r e a s
P la n n in g p o lic y
& ru le s

T o p o lo g ie s

N e tw o rk
c o n fig u ra tio n

P h y s ic a l
in v e n to ry

U sag e

P ro b le m s

M ea su re m e n ts &
p e rfo rm a n c e
M .3 0 5 0 S U P P .3 _ F 0 4

64

Objectives of mapping eTOM to M.3400

Facilitate the linkage from process view to
functional view;
Provide a framework for level of granularity and
abstraction for the interface definitions;
Get a better handle on what should be
implemented in systems in terms of:
Reusable software components;
Boundaries of what to implement;
Understand what are the interfaces between
processes at the indicated levels;
Identify the needs for standardization.
65

M3400 - TMN Functional Decomposition

M3400
Management
Functional
Areas

M3400
Security
Management

M3400
Configuration
Management

M3400
Fault
Management

Security
Management

Configuration
Management

Fault
Management

Performance
Management

Accounting
Management

Prevention

Detection

Containment
& Recovery

Security
Administration

10

Network
Planning
& Engineering
11
RAS Quality
Assurance
6

M3400
Performance
Management

M3400
Accounting
Management

Performance
Quality
Assurance
7
Usage
Measurement
17

Installation
12
Alarm
Surveillance
10

16

55

24

Service
Planning &
Negotiation
10

Provisioning

Status &
Control

29

Fault
Localization

Fault
Correction

Testing

11

Trouble
Administration

44

Performance
Management
Control
6

Performance
Monitoring

Performance
Analysis

10

11

Tariffing/
Pricing

Collections
and
Finance

Enterprise
Control

21

11

70

34

66

57

Total functional units = 260

Mappings between eTOM processes and

M3400 functional units
eTOM V4 = 72 (110 OPS L3)

eTOM V6 = 72 (242 OPS & SIP)

M3400 = 23 (260)
M3400
eTOM
OPS L3

V4
110

Covered in M3400

16

14

EM L2

31

22

eTOM
process

Security

55

55

Configuration

70

69

Fault

44

44

Performance

34

34

Accounting

57

57

69

SIP L2

mappings

Covered in eTOM

M3400 functional Unit

67

RM&O level 2 Processes - M.3400 (MFA)

RM&O LEVEL 2
PROCESSES v.3.5.

RM&O Support
& Readiness

Resource
Provisioning

Resource
Trouble
Management

Resource
Performance
Management

Resource Data
Collection &
Processing

Fault
Management

Performance
Management

Accounting
Management

M.3400 MANAGEMENT
FUNCTIONAL AREAS (MFA)

Security
Management

Configuration
Management

Security
Management

ENTERPRISE MANAGEMENT

68

RM&O Resource Provisioning - M.3400 Configuration Management

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

Allocate & Deliver

Resource

Configure &
Activate
Resource

Test Resource

Collect, Update &

Report Resource
Configuration
Data

M.3400 Configuration
Management

Network Planning
and
Engineering

SID LAYER
Strategy, Infrastructure
& Product

Installation

RM&O Support
& Readiness

Service Planning
and
Negotiation

CRM
LAYER

Provisioning

SM&O Service
Configuration &
Activation

Status and Control

69

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

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

Survey & Analyse

Resource Trouble

Localise Resource
Trouble

Correct & Recover

Resource Trouble

Track & Manage

Resource Trouble

Report Resource
Trouble

Close Resource
Trouble

Testing

Trouble
Administration

??

RAS Quality
Assurance

Alarm
Surveillance

Fault
Localization

Fault
Correction

M.3400 Fault
Management

70

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

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

Monitor Resource
Performance

Performance Quality
Assurance

Analyse Resource
Performance

Control Resource
Performance

Report Resource
Performance

Performance
Monitoring

Performance
Management
Control

Performance
Analysis

M.3400 Performance
Management

71

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

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

Collect Resource
Data

Process Resource
Data

Report Resource
Data

Audit Resource
Usage Data

Usage
Measurement

Tariffing /pricing

Collections and
Finance

Enterprise
Control

SM&O

CRM

Service & Specific

Instance Rating

Billing & Collection

Management

M.3400 Accounting
Management

Financial & Asset

Management

ENTERPRISE MANAGEMENT

72

eTOM-to-M.3400 mapping table

eTOM
Process
ID
1.A

1.A.1.6

1.A.1.6.1

1.A.1.6.2

Process.Name

M.3400I
D

Function.Name

Assurance
5

Performance Management

Fault Management

6.4

Fault Correction

6.6

Trouble administration

Problem Handling

Isolate Problem & Initiate Resolution

6.6.2

Trouble reporting function set

6.6.2

Trouble reporting function set

6.6.3

Trouble report status change notification function set

Report Problem

73

M.3400-to-eTOM mapping table

M.3400ID
5

5.1

eTOM
Process ID

Function.Name

Process.Name

Performance Management
1.A

Assurance

1.B

Billing

1.E.2

Enterprise Risk Management

1.F

Fulfilment

1.O

Operation Support & Readiness

1.OFAB.2

Service Management & Operation

1.OFAB.3

Resource Management & Operations

1.OFAB.4

Supplier/Partner Relationship Management

1.P

Product Lifecycle Management

1.SIP.2

Service Development & Management

1.A.2.4

Service Quality Management

Performance Quality Assurance

1.A.3.3
Resource Trouble Management
1.F.3.2
Resource Provisioning

74

ITIL
Initially developed by UK government CCTA
( Central Computer and Telecommunications
Agency ) in 1980s. OGC ( Office of
Government 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
75

ITIL Publication Framework

Planning to Implement Service Management

T
H
E
B
U
S
I
N
E
S
S

Service Management

The Business
Perspective

Service
Delivery
Service
Support

ICT
Infrastructure
Management

Security
Management
Application Management

T
H
E
T
E
C
H
N
O
L
O
G
Y

76

Service Delivery/Support Processes

SERVICE DELIVERY

SERVICE SUPPORT

Service Level Mgmt

Configuration Mgmt

Financial Mgmt

Change Mgmt

Capacity Mgmt

Incident Mgmt

Availability Mgmt

Problem Mgmt

Continuity Mgmt

Release Mgmt

Service Management

77

ITIL Service Support Diagram ( OGC)

78

ITIL Service Delivery Diagram ( OGC)

79

Relationship between Service & Application Management

Application Management

Service
Support

Optimise

Requirements

Operate

Design

Deploy

Build

Service
Delivery

Service Management

Service Management

Application Development

Application Management

80

eTOM and ITIL Together

Business
Process
Needs

Best Practice
Needs

Customer
Strategy, Infrastructure & Product
Operations
Strategy
&
Commit
Marketing

Infrastructure
Product
OperationsFulfillmentAssuranceBilling
Lifecycle Lifecycle
Support &
Management
Management Readiness
& Offer Management
Customer Relationship Management

Service Development & Management

Service Management & Operations
Resource Development & Management
Resource Management & Operations
(Application, Computing and Network)
(Application, Computing and Network)
Supply Chain Development & Management
Supplier/Partner Relationship Management

Enterprise Management
Enterprise Effectiveness
Strategic & Enterprise
Enterprise Risk
Knowledge & Research
Management
Planning
Management
Management
Financial & Asset Stakeholder & External
Human Resources
Management
Relations Management
Management

eTOM Compliant
Process Flows

ITIL Compliant
Best Practices

Final Result:
eTOM-compliant Business
Flows that Deliver ITILcompliant Services

Filter &
Reconcile

81

eTOM

Business context is a total enterprise model for telcos.

International standard through ITU.
Constitutes the Business View section of NGOSS, TMFs initiative
on OSS / BSS solutions.
A common language for business processes.
A hierarchy of process definitions.
A repository of process elements at various levels of detail that can
be combined and applied in specific applications.
Provides examples of process flows.
Flow diagrams are used in eTOM to illustrate end to end processes
e.g. Fulfillment.
Technical content now mature, with an i

82

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 optimizable
services.
Common language
Aim is to provide high quality services with a particular focus
on Customer relationships.
Is built on agreements where the IT organization should
provide whatever is mutually agreed with Customers.
Service Delivery processes are partially concerned with setting
up agreements and monitoring the targets within these
agreements. On the operational level, the Service Support
processes can be viewed as delivering service as laid down in
these agreements.
Flow charts are used in ITIL.
Inclusion of closed feedback quality loops for continuous
improvement.
It supports and drives quality or repeatability

83

eTOM->ITIL->eTOM mapping

84

Operations

eTOM L2 Operations processes and ITIL processes

Operations Support &

Readiness

Fulfilment

Assurance

Billing

Customer Relationship Management CRM

IM

Cu st omer Interface Management

FM

SD

SLM

SLM SD

IM

Selling

CRM - Support &

Re adiness

Marketing
F ulfillment
R esponse

Prob lem Handling

Order
Handling

IM

SLM

IM

FM

Cu stomer
Qo S/SLA
Ma nagement

Billing &
Co llections
Management

Se rvice Quality
Ma nagement

Se rvice & Specific

In stance Rating

SLM

IM

Re tention & Loyalty

Service Management & Operations
CaM SLM RM

ChM PM

RM&O Support &

Readiness
CaM AM

PM

CaM AM
RM

IM

SLM

ChM

AM

Resource Management & Operations

SLM RM

Se rvice Problem
Ma nagement

Service
Co nfiguration &
Activation ChM RM

SM&O Support &

Readiness
CM

CM

ChM

CM

Resource
Provisioning
RM

IM

Resource Trouble
Ma nagement PM
IM

RM

Resource AM PM
Pe rformance
CaM
Ma nagement

ChM

ChM

CaM

CaM AM

R esource Data Collection & Processing

Supplier/Partner Relationship Management

S/PRM Support &

Readiness

CM

S/ P Requisition
Ma nagement
IM

S/P Problem
Repor ting &
Ma nagement
PM

S/P Performance
Man agement
IM

AM

S/P Settlements
& Billing
Management

SLM

SLM

S/P Interface Management

IM

SD

85

eTOM L2 Strategy, Infrastructure & Product processes and ITIL processes

Strategy, Infrastructure & Product
Strategy & Commit

Infrastructure Lifecycle
Management

Marketing & Offer Management

Product & Offer

Po rtfolio Planning

Market Strategy &

Po licy

Product Lifecycle Management

Sales
Development
Product & Offer
Ca pability
Delivery

Marketing
Capability
Delivery

SLM
ChM

Pro duct Marketing

Co mmu nications &
Promotion

Product & Offer

De velopment &
Re tirement

CaM

RM

Service Development & Management

Service Strategy &

Planning

Se rvice Capability
Delivery

Se rvice Development &

Re tirement

CaM AM

CaM RM

SLM

ChM

Resource Development & Management

R esource Strategy
& Planning

R esource
C ap ability Delivery
CaM

AM

SLM

Reso urce Development

& Retirement
CaM RM

ChM

Supply Chain Development & Management

TeleManagement Forum April 2003

Su pply Chain
Strategy &
Pl anning

Su pply Chain
Ca pability Delivery
SLM

Su pply Chain
Development & Change
Man agement
SLM RM

ChM

86

eTOM L2 Enterprise Management processes and ITIL processes

Enterprise Management
Strate gic & Enterprise Planning

Ente rprise Risk Management

AM
SLM

Strategic Business
P lanning
CaM

SLM

Business
Development

Enterprise
Architecture
Management

Group Enterprise
Management

Financial & Asset Management

Business ITSC
C ontinuity
Management

Security
Management

Fraud
Management

CM
Audit Managem
ent Insurance
Management

Enterprise Effectiveness Management

CaM AM

FM

F inancial
Management

Asset
Management

P rocess
Management &
S upport

Procurement
Management

Knowledge & Research Management

CaM

Knowledge
Management

R esearch
Management

AM

Enterprise
Quality
Management

Program &
Project
Management

Enterprise
Performance
Assessment

Facilities
Management &
Support

Workforce
Development

Employee &
Labor Relations
Management

Hu man Resources Management

SLM

Technology
Scanning

HR P olicies &
P ractices

Organization
Development

Workforce
Strategy

Community
Relations
Management

Shareholder
Relations
Management

Board &
Shares/Securities
Management

Stakeholder & External Relations Manage ment

CM

Corporate
Communications &
Image Management

Legal
Management

Regulatory
Management

ITSC

87

Legend
Service Support

Service Delivery

SD

Service Desk

SLM

Service Level Management

IM

Incident Management

AM

Availability Management

PM

Problem Management

CaM

Capacity Management

ChM

Change Management

ITSC

IT Service Continuity
Management

High
correlation

IM

IM

RM

Release Management
FM

CM

Configuration Management

Financial Management
for IT Services

Medium
Correlation
IM

Low
Correlation

88

Comparison of ITIL processes with eTOM level 2 processes

ITIL
Function/Pr
ocess

eTOM Level 2
Process

How ITIL supports the

management of
customer services

How ITIL supports the

management of internal IT
services

Service Desk

CRM Support &

Readiness
Customer
Interface
Management
Selling
..
Customer

The Service Desk is the only

Monitor usage of the Support

function within ITIL and acts

as the first point of contact for
the Customer/Users and well
as their interface to all the
other ITIL processes
..
Incident Management is the

Services, provide appropriate

metrics (call logs, incident records,
RfCs raised, Service Requests etc)
Act as the interface to

Interface
Management
Selling
Order Handling
Problem Handling
Customer
QoS/SLA
Management
Retention &
Loyalty
Service

key process used by the

Service Desk function in
fulfilling its functional
requirements
Incident Management
supports the capture,
processing and monitoring of
Service Requests (Requests
for Change (RfCs), enquires
etc) as well as Incidents.
Incident Management
Process Steps:

Incident
Management

89

ITIL-eTOM Mapping
Service Support

Service delivery

SD : 6,1,0
IM : 15,1 0
PM : 6,1,0
CbM : 6,1,0
RM : 4.8.0
CM : 12,10,3

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)

90

eTOM and ITIL terminology

ITIL Term

Definitione

TOM Equivalent Term Definition

Alert

Warning that an
incident has occurred.

Alarm

An alerting indication of a
condition that may have
immediate or potential
negative 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.

Availabil
ity

Ability of a component
or service to perform its
required function at a
stated instant or over a
stated period of time. It
is usually expressed as

Availabili
ty
performa
nce

The ability of an item to be in

the 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

Comment

Within ITIL the concept of

Availability covers both
eTOM terms.

91

Ordering Level 2 Process Flow

92

Ordering process dynamics flow

93

Incident management
Infrastructure failure (internal escalation)

In c id e n t
o ccu red

I n c id e n t d e t e c t io n a n d r e c o r d in g
P r o b le m
rep orted b y
cu stom er

M anage
c o n ta c t

I n c id e n t o w n e r s h ip , m o n it o r in g ,
tr a c k in g a n d c o m m u n ic a tio n
T ra c k a n d
m a n a g e p ro b le m

R e p o rt
p ro b le m

T ra c k a n d m a n a g e
r e s o u r c e tr o u b le
S e r v ic e r e q u e s t
p roced u re

C la s s ific a tio n a n d
in itia l s u p p o r t

E v a lu a te
a n d q u a lif y
p ro b le m

I n v e s t ig a t io n a n d d ia g n o s is
B e lie v e d to b e
a n o p tio n a l f lo w
a fte r d ia g n o s e
p ro b le m a n d
b e fo re p la n a n d
a s sig n re so lu tio n

I s o la te
p ro b le m
a n d in itia te
re s o lu tio n

S u rv e y a n d
a n aly z e
re so u rc e
tro u b le

D ia g n o s e
p ro b le m
R e p o rt
p r o b le m t o S /P

L o c a liz e
r e s o u r c e tr o u b le
R e s o lu t io n a n d r e c o v e r y
C o rre ct a n d
re c o v e r
r e s o u r c e tr o u b le

M a n a g e S /P
p ro b le m
re so lu tio n

P l a n a n d a s s ig n
re so lu tio n

In c id e n t c lo s u r e
C lo se re s o u rc e
tro u b le

C lo s e a n d
re p o rt

C lo s e p ro b le m

In c id e n t
c lo s e d

S in c e r e s o lu tio n
a n d re c o v e ry o c c u rs
w ith in th e
s u p p l ie r /p a r t n e r 's
d o m a in o n c e th e
s u p p lie r /p a rtn e r h a s
n o tif ie d th a t th e
in c id e n t h a s b e e n
r e s o lv e d th a t it is
c lo s e d o u t w ith
th e c u s to m e r

M .3 0 5 0 S U P P .1 ( 0 7 ) _ F 0 9

94

Incident management service request (standard pre-approved changes)

95