TeleManagement Forum

(TMF)

NGOSS and eTOM

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¾ Worldwide Consortium of ~400 Operators,
Suppliers & Integrators
¾ Focus on Automating Operational Management
and Business Processes
™ By advancing available Technologies and Solutions
within Global Communications Industry
¾ We:
™ Provide Wealth of Industry Knowledge
™ Facilitate Agreements between Companies
™ Provide Opportunities for Experimentation &
Co-operative Development
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 Working with Industry

Technology
Technology
Presentations/
Presentations/
trials
trials Industry
Industry
white papers
white papers Industry
Industry
Catalyst
conferences/
conferences/
Catalyst
requirements
requirements expos
expos
projects
projects Create,
Business
Business cases
cases Collaborative
Collaborative stimulate,
R&D
R&D projects
projects interpret,
Seminars/
Seminars/
catalogue, training
training
collate, programs
programs
package,
Product
Product Academic/
Academic/ distribute
catalogues
catalogues government
government knowledge
information
information Web
Market
Market research
research Web based
based
Industry
Industry news
news services
Published
Published services
reports
reports
3
 Key Work Programs
Technical Teams
Business, System &
Implementation TeleManagement Catalyst Showcase
Architecture Collaborate World Demonstrate

Create a Develop proof of

collaborative work concept solutions to
environment within real industry
which competitor A Place problems that can
can solve problems to Do Business’ subsequently be
of mutual interest productised and
Provide the premier sold
Market Centers
global OSS/BSS
• Mobile environment within
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• Service Provider conduct business Website
Communicate
interst group Market Focus

Draw direction and Create a portal

requirements in a which is a resource
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fashion from key industry can use as
industry players first port of call for
OSS/BSS info
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 So What is NGOSS?
¾ New Generation Operations Systems and Software
¾ Industry-agreed, business solution Framework for next
generation OSS/BSS
™ Driven and managed by TM Forum
¾ Includes tools and guidance for service providers,
suppliers and systems integrators
™ Business Process, Systems and Software integration “maps”
™ Development architecture
™ Repository of documents, models and reference code
¾ Goal = rapid development of flexible, low cost of
ownership solutions to meet the business needs of the
internet enabled economy
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 Who Needs a New Way to Do OSS?
¾ Service Providers
™ Cost effective OSS/BSS implementations
™ Long term direction for IT strategy
™ Enables IT systems to support rapidly evolving integrated
service offerings

¾ OSS Software Vendors

™ Affordable development costs to meet reduced revenue
expectations
™ Supportable Software
™ Fitting into the puzzle

¾ Systems Integrators
™ Predictable, repeatable, scalable, implementation projects
™ Broader ISV portfolio without steep learning curve
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 NGOSS
A Magic Switch?
NGOSS ON
No. #1 ISV

A set of well
thought though and NGOSS OFF
documented Joe SP
methodologies and
artifacts for moving
OSS into the next
generation?

7 ...YES!
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 NGOSS Toolkit
™ NGOSS Business Process Map
 Definition of next-generation business processes and process

models for the information and communication services

industry.
 Delivered in enhanced Telecom Operations Map (eTOM)

™ NGOSS Information Model

 Definition of the systems and information frameworks upon

which NGOSS business solutions are built

 Delivered in Shared Information and Data Model (SID)

™ NGOSS Integration Framework

 Definition of standard interfaces between OSS systems

 Delivered in Contract Interface

 Architectural principles for building flexible, easily-integrated,

secure OSS components

 Delivered in Technology Neutral Architecture

™ NGOSS Conformance Criteria

 Testing principles and strategies, test cases and XML schema

 Delivered
9 in Compliance tests and procedures
 A Brief History of eTOM
™ 1995 – 1998: development of TOM (Telecom Operations Map)
™ 1999: stabilization of TOM
™ 2000 – 2001: evolution of TOM towards eTOM “e” for
™ May 2001: eTOM v1.0 for TMF Members Evaluation enhanced
™ Oct 2001: eTOM v2.0 for TMF Members Evaluation
™ Jan 2002: eTOM v2.5 for Public Evaluation
™ May 2002: eTOM v3.0 is TMF Approved
™ July 2002: Addendum to core eTOM released to Members
™ Dec 2002: Status update on work in progress to Members

™ May/June 2003: planned release of eTOM v3.5

(extends v3.0 with further process decompositions
and flows in selected application areas)
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 eTOM: enhanced Telecom Operations Map
Customer
Strategy, Infrastructure & Product Operations
Operations
Strategy &
Commit
Infrastructure Product
Lifecycle Lifecycle Support and
Fulfillment Assurance Billing
Management Management Readiness

Marketing & Offer Management Customer Relationship Management

Service Development & Management Service Management & Operations

Resource Development and Management Resource Management & Operations

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

Supply Chain Development and Management Supplier/Partner Relationship Management

Enterprise Strategic & Brand Management, Stakeholder & External Disaster Recovery,
Management Enterprise Market Research & Relations Management Security & Fraud
Planning Advertising Management
Research &
Financial & Asset Human Resources Development, Enterprise Quality
Management Management Technology Management, Process & IT
11 Acquisition Planning & Architecture
 The Operations area

Operations

“FAB” remains the core of the Operations Fulfillment Assurance Billing

Support &
Operations area Readiness
Customer Relationship Management

Operations Support & Readiness is

separated from FAB Service Management & Operations

“OPS” also supports functional Resource Management & Operations

process groupings shown as (Application, Computing and Network)

horizontal layers
Supplier/Partner Relationship Management

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 The Operations area
Operations
Operations Support
& Readiness
Fulfillment Assurance Billing
Customer Relationship Customer Interface Management
Management
CRM Operations CRM Selling
Support & Process Operations Customer Billing &
Readiness Problem QoS / SLA Collections
Management Marketing Order Handling Management
Fulfillment Management
Handling
Response
Sales &
Channel
Management Retention & Loyalty

Service Management & Operations

Service Service Service &
SM&O Support & Service Service Quality
Management & Problem Specific Instance
Process Configuration Analysis, Action
Operations Management Rating
Management & Activation & Reporting
Readiness

Resource Management & Operations Resource Resource Quality

Resource Problem Analysis, Action
RM&O Support & Resource Provisioning
Management & Management & Reporting
Process & Allocation
Operations
Management to Service Instance
Readiness
Resource Data Collection, Analysis & Control

Supplier/Partner Relationship Management

S/P S/P Purchase S/P Problem S/P S/P Settlements
S/PRM Operations S/P Relationship Order Reporting & Performance & Billing
Management Buying
Support & Management Management Management Management
Process Operations
Management Readiness
Supplier/Partner Interface Management
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 The Strategy, Infrastructure & Product area

Strategy, Infrastructure & Product

¾ “SIP” encompasses strategy
and lifecycle management Strategy & Infrastructure Product
processes in support of Commit Lifecycle
Management
Lifecycle
Management
operations
Marketing & Offer Management
™ Strategy & Commit

™ Infrastructure Lifecycle

Management Service Development & Management

™ Product Lifecycle

Management
Resource Development & Management
(Application, Computing and Network)

¾ “SIP” also has functional

groupings, aligned with those
Supply Chain Development & Management
in “OPS”

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 The SIP area
Strategy, Infrastructure & Product
Strategy & Commit Infrastructure Lifecycle Product Lifecycle
Management Management
Marketing & Offer Management
Product & Offer Product & Offer Marketing Product Marketing
Market
Business Portfolio Capability Development Communications
Strategy &
Planning & Capability Delivery & Retirement & Promotion
Policy
Commitment Delivery

Product, Marketing
Product & Offer CRM Sales & Channel & Customer
Portfolio Strategy, Capability Development Performance
Policy & Planning Delivery
Assessment

Service Development & Management

Service Service Service & Service Service
Strategy & Planning & Operations Development & Performance
Policy Commitment Capability Retirement Assessment
Delivery

Resource Development & Management

Resource & Resource & Resource & Resource
Resource Performance
Technology Technology Operations
Development Assessment
Strategy & Policy Plan & Commitment Capability
Delivery

Supply Chain Development & Management

Supply Chain Supply Chain Supply Chain Supply Chain

Supply Chain Development
Planning Capability Performance
Strategy & Policy & Change
& Commitment Availability Assessment
Management

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 The Enterprise Management Hierarchy
Enterprise
Management

Strategic & Financial & Brand Human Stakeholder & Research & Enterprise Disaster
Enterprise Asset Management, Resources External Development, Quality Recovery,
Planning Management Market Management Relations Technology Management, Security &
Research & Management Acquisition Process & IT Fraud
Advertising Planning & Management
Architecture

Strategic & Financial Brand HR Policies & PR & Community Research & Process Disaster
Business Planning Management Management Practices Relations Development Architecture Recovery &
Management Management & Contingency
Support Planning

Business Procurement Market Research Workforce Strategy Shareholder Technology Information Security
Development Management & Analysis Relations Acquisition Systems Strategy Management
Management & Planning

Enterprise Real Estate Advertising Workforce Regulatory Enterprise Quality Fraud

Architecture Management Development Management Management Management
Planning

Group Enterprise Employee & Labor Legal Management Knowledge

Management Relations Management
Management

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 eTOM: Who Contributes?
Some of the companies who have participated in
the ongoing eTOM development:
¾ Acterna, Amdocs, AT&T, British Telecom (BT),
Casewise, Cisco Systems, Clarity International,
Deutsche Telekom, France Telecom, Fraunhofer
Fokus, Fujitsu, Intelliden, KPN, Lucent Technologies,
MetaSolv, Motorola, Nortel Networks, NTT Comware,
Orange, Popkin, Qinetiq, Qwest, Siebel, Sonera,
Swisscom, Telcordia Technologies, Telecom Italia,
Telefonica Moviles, Telia, Telstra, Tivoli Systems,
Sprint, Worldcom

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 Customer
Strategy, Infrastructure & Product Operations
Operations
Strategy & Infrastructure Product Fulfillment Assurance Billing

eTOM Releases
Commit Lifecycle Lifecycle Support and
Management Management Readiness

Marketing & Offer Management Customer Relationship Management

Service Development & Management Service Management & Operations

Resource Development and Management Resource Management & Operations

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

eTOM GB921 v3.0 (TMF Approved) June 02

Supply Chain Development and Management Supplier/Partner Relationship Management

¾
Enterprise Strategic & Brand Management, Stakeholder & External Disaster Recovery,

stable for use

Management Enterprise Market Research & Relations Management Security & Fraud
Planning Advertising Management

™
Research &
Financial & Asset Human Resources Development, Enterprise Quality
Management Management Technology Management, Process & IT
Acquisition Planning & Architecture

¾ eTOM GB921a v0.8 (Member Draft) July 02

™ “snapshot” of selected draft process decompositions and
flows
™ extends eTOM GB921 to further detail
™ subject to update and change within eTOM work
¾ eTOM end-year Report (Members only) Dec 02
™ summarizes work in progress and areas for comment
™ contains additional new draft decompositions, etc.
™ subject to update and change within eTOM work
¾ eTOM GB921 v3.5 May/June 03 (projected)
™ new stable eTOM release
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 Ongoing work in TM Forum
¾ eTOM is prioritising business scenarios to
guide the ongoing work
¾ Lower-level process decompositions are
under development for the selected process
areas
¾ Process flows to map the processes into the
business scenarios are being defined
¾ eTOM is driving the Business View in NGOSS
and linking with other activities, e.g. SID

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 Potential eTOM Applications
¾ The list below shows many (although not all) the ways in which eTOM can
be applied by SPs, vendors, integrators, etc.
¾ Guiding the design of new Processes, Mapping existing processes, Identifying
and analyzing costs of business processes, Enterprise-level analysis of new business
initiatives, Communicating Team and Individual accountabilities for projects,
Analyzing and comparing project proposals for potential overlap, Framing tactical
IT Architectures, Identifying gaps in existing Function Libraries, Assessing
Workgroup preparedness for Solution Design, Rationalizing Workgroup roles,
Evaluating proposed processes for completeness (checklist), Identifying other
processes in an Enterprise, associated with a particular process (context), As an
outline for documenting problem scope and requirements, Develop a consolidated
view of end-to-end processes, Modeling the structure of Workgroups and Channels,
Document Requirements so that they will be accurately understood by Vendors and
Partners, A structure for Activity Based Costing elements, OSS development (e.g. in
areas like Products, Services and Resources), OSS marketing and sales to identify
areas of functionality, OSS partnership, to identify respective areas of functionality
¾ Many companies have already provided input on their own us e of eTOM
both internally and externally with Customers. Suppliers and Partners
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more...
 Some eTOM Users...

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 Using eTOM: Examples

¾ Major US Service Provider using eTOM to clarify

process implications for new projects under
assessment - cost reduction from $4m to $160K
achieved
¾ Major European Service Provider using eTOM as a
“neutral” process framework to arbitrate process
disputes between internal Business Units
¾ Major Australian Service Provider using eTOM as an
“industry-standard” process framework to evolve its
own business, and also drive system solutions and
vendors to meet its needs

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 Conclusions
¾ eTOM provides an industry-accepted Business Process
Framework supporting:
™ a process-oriented business model for use by Service Providers,
Vendors, Integrators, etc.
™ A common understanding of business processes and their
linkages applicable across the industry
™ a basis for customising and extending this common base to meet
detailed, specific business needs
¾ eTOM includes definition and detail for:
™ process structure (hierarchy)
™ process decompositions (levels)
™ process flows (linkages)
™ process dynamics (behavior)
¾ eTOM is a major component in the NGOSS program
aimed at fast, flexible integration of OSSs & BSSs
™ eTOM provides the map for the NGOSS Business View
™ NGOSS
23 also addresses the rest if the development cycle
 Thank You for Listening

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 “Q&A”

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