SAM The Service Application Manager. Dublin meeting 6 dec 1999 Trends in the service market Electronic service market is booming internet! Electronic.

Dublin meeting 6 dec 1999

SAMThe Service Application Manager

Dublin meeting 6 dec 1999

Trends in the service market

Electronic service market is booming internet!

Electronic services become more and more complex

People use many different services from many different providers

Dublin meeting 6 dec 1999

Problems for the providers

How to distinguish oneself churn

Multi vendor systems no manufacturer can provide a full solution legacy systems

Sophisticated users response times self care

Dublin meeting 6 dec 1999

Service Management @ ERICSSON

I moved to room 12

bgbsu:bg=volvo,bsnb=1231;bgnsy:bg=volvo,bsnb=1521;bgxyz:bg=volvo,snb=3132123;...End user

at Volvo

Operator

BCM

AXE

Dublin meeting 6 dec 1999

Service Management @ ERICSSON

End user Simple model of service Not flexible

AXE Flexible Very complex

flex

ibil

ity

complexity

AXE

Customer

Dublin meeting 6 dec 1999

BCM

BGC is a pretty face but does not hide the complexity of BGC

Very difficult to support all the flexibility in the AXE

BCM developerOperatorEnd user

complexity

BCM

AXE

Dublin meeting 6 dec 1999

SAM

If end user model is simpler, why not manage from there? Reduced complexity

SAM

SAM developer

Operator

End user

complexity

AXE

Dublin meeting 6 dec 1999

Service Management for end users

Many, many services Services are paid by an organization Service share same information Redundancy problem

e-mail

short number

public numbermobile subscription

fax number

ICQ number

room numberaddress projects department

directory hotline

name

Dublin meeting 6 dec 1999

Multi service oriented

SAM

CentrexOperator

End userand his organization

AXE

MobileOperator

AXE

SecurityOperator

???

Mgmt

Mgmt

Mgmt

Mgmt

Dublin meeting 6 dec 1999

SAM versus BCM

SAM

BCM

Employee

ProjectGroup

Department Service

Provider

AXE

Extension

DistributionGroup

PickupGroup

Property

BGC 4.2

MML

BGS 8.1

Dublin meeting 6 dec 1999

Multi Vendor

End userand his organization

Mgmt

SAM

CentrexOperator

MgmtAXE

BCM

Alcatel

???

Dublin meeting 6 dec 1999

Organization

Provisioning and Activation

Centrex Operator

End user

Administrator

html

Operator

Billing

applet

SAM Mgmt

BCM

AXE

Dublin meeting 6 dec 1999

The Prototype

Based on BCM ideas for usability Drag & drop everywhere Good icons

Central database Used for e-box tele worker application Uses a plugin model for extending the base

framework

Dublin meeting 6 dec 1999

SAM Applet

The Prototype: plugins

Telia Tele2 Director SAM Server

Telia Tele2 Director

LDAP

web

html

Dublin meeting 6 dec 1999

SAM Key aspects

Service Management is simpler than node management

Service Management requires a user oriented perspective, not node oriented

Operator will be able to use multi vendor solutions

Multi service management might be an opportunity for operators