Service Manager Using Frameworx in Implementing a Unified Service Management Tool Dr. Joe – Suphachet Phermphoonwatanasuk, Technical Architecture Specialist, MIMO Tech David Fazhong Deng, CTO and Founder, OSSEra, Inc 1 Management World Asia 2012 Case Study
TeleManagement Forum OSSera Case Study - AIS Thailand Service Manager Presentation
Nov 01, 2014
Tuesday, February 7th, 5:30 - 5:50 PM
Using Frameworx in Implementing a Unified Service Management Tool –Improving Organizational Collaboration and Communication
Examining the drivers for developing a Unified Service Management Tool to improve business processes at the service level in the Strategy, Infrastructure, and Product (SIP) area as well as Operations.
Outlining the development of an enterprise-wide Service Management application, which enabled solidification of the Service Development and Management processes in the SIP area and Service Management and Operation processes
Quantifying the benefits in terms of information sharing, process unification/implementation, cost saving and revenue increasing in service management
Using Frameworx in Implementing a Unified Service Management Tool –Improving Organizational Collaboration and Communication
Examining the drivers for developing a Unified Service Management Tool to improve business processes at the service level in the Strategy, Infrastructure, and Product (SIP) area as well as Operations.
Outlining the development of an enterprise-wide Service Management application, which enabled solidification of the Service Development and Management processes in the SIP area and Service Management and Operation processes
Quantifying the benefits in terms of information sharing, process unification/implementation, cost saving and revenue increasing in service management
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Service ManagerUsing Frameworx in Implementinga Unified Service Management Tool
Dr. Joe – Suphachet Phermphoonwatanasuk, Technical Architecture Specialist, MIMO TechDavid Fazhong Deng, CTO and Founder, OSSEra, Inc
1
Management World Asia 2012 Case Study
Advanced Info Service (AIS)
54%
45%
31.2M
• Revenue Market Share
• Mobile Market Share
• Mobile subscribers
Service Development & Management
33
InfrastructureLifecycle Management
ProductLifecycle Management
Strategy & Commit
Strategy, Infrastructure & Product
Service Development & ManagementService
CapabilityDelivery
Service Strategy & Planning
Service Development &
Retirement
Operations
Fulfillment Assurance BillingOperations Support & Readiness
Service Management &OperationsSM&O
Support &Readiness
ServiceConfiguration & Activation
ServiceProblem
Management
Service Quality
Management
Service & Specific Instance Rating
Key Challenges• Service modeling -- SID
– service specification, service inventory, service lifecycle management, service fulfillment and service assurance
• Flexible in Data Modeling for supporting new node architecture• Flexible in Data Modeling for supporting new node attributes• Flexible in Data Exporting in personalized format
• Service information and process sharing – SID, eTOM, TAM– Unified data model (SID) for SIP and OPS functional departments– Unified tool (eTOM) for SIP & OPS functional departments– Integrate with other systems (TAM and Integration Framework)
• Capable of supporting eTOM upper layer processes– Marketing and offer management– Customer relationship management
4
Silos
Desperate Data Models
Painful Integration
Lack of SIP functions
Lack of HA and FT
Scale & Performance
Other Challenges
Strategy, Infrastructure, & Product (SIP) Operations
ResourceDomain
Service Domain
Service Problem, Impact, Quality,
Performance and SLA Management
Service Planning: Specification & Inventory
(Sequence, Topology, ImpactDiagrams)
UnifiedData Model
and Tool
KPI’s(metrics)
Service Impact
Events & Threshold Crossings
Nodes,Node
Groups,Network
Path
Our Approach
Guided by Industry Standards• Guided by International
organization TeleManagement Forum (TMF)’s well defined Frameworx principles, OSSera developed a single platform capable of supporting quick delivery of end-to-end service management software to meet above challenges.
Strategy, Infrastructure, & Planning (SIP) Operations
Resource Manager
Resource Inventory Management
Resource TroubleManagement
Resource PerformanceManagement
Resource Data Mediation Platform (DMP)
Service Manager
Service Inventory ManagementService Problem Management
Service Performance Management
Service Data Mediation Platform (DMP)
Service Specification ManagementImpact Analysis Quality Monitoring
SLA Management
Element Management System
OSSera Product Functions
“What is Service Modeling?”
Lesson #1
“Your SERVICE is like yourmother’s
banana bread…”
“every service has a SEQUENCE…”
Store Chicken OvenCounter
Mobile SMS Vending Service
Validation?
Inventory?
Location?Billing?
Verification?
OSSera Proprietary and Confidential
Service Sequence
OSSera Proprietary and Confidential
Service Flow (Sequence) auto-generates Service Topology
Automatically
“TOPOLOGY…”“FLOW…”
Service Model Automation
“Service Planning is critical”
Lesson #2
Unifying all Service Blueprints with Rich Planning Tools
Strategy, Infrastructure, & Product (SIP) Planning Tools
Service Manager
Service InventoryManager
Service Development & Management
Resource Manager
ResourceModeling
Resource Development & Management(Application, Computer, & Network)
“Share Diagrams in a Unified Data Model”
Lesson # 3
SIPStrategy
Infrastructure
Products/Services
Operate,
Monitor, &
Maintain
Key Requirement:Unified Data Model (UDM)
UDM
Imported Visio, Excel, and other data into Service Planning Tools
OSSera Proprietary and Confidential
“ Operati ons … ”
“SIP…”
Service Manager Flow
services
Development System
networks
Model
Production System
alarm
Migrate
Database
Monitoring
Design & Planning
Database
dependencies
TOP-DOWN Service Root Cause Analysis
Resources? Resources? Resources?
Service
OSSera Proprietary and Confidential
BOTTOM-UP Service Impact Analysis
“Service Manager resulted in many benefits…”
Lesson # 4
Benefits Summary in AIS
2008 2009 2010
2011 2012
SIPKnowledge based
system for planning and operation team
OperationsReference/guideline for VAS/BSS service
analysis by operation team e.g.
problem investigation, performance monitoring
OperationsReference for
Impact Assessment
SIP & TAM
Reference to review/revise the
existing VAS service architecture and to
prepare the VAS service architecture
roadmap
OperationsReference for
Impact Assessment
SIP & TAMReference for New Infrastructure and
Service Design
OperationsPlan to use for
supporting Private Cloud architecture
SIP/OperationsPlan to use for building other parts in Business
Process e.g. CRM------------------------------
-
Plan to integrate with the existing master
systems
Timeline with Quantities
2007AISOSSera founded
2008OSSeraServiceManager 1.0 Installed
2009~1000 VAS
2010~2000 VAS
2011Over 2000 ServicesOver 50 Planners
OSSera Proprietary and Confidential
Extendable to Customer Care Management
Content/NetworkResources & Paths
Device Modeling(Object Filtering)
Service
Customer
OSSera Platform
OSSera Proprietary and Confidential
99.999% HAHighly Scalable
Distributed
Small CoreMulti-threaded
Unified Data Model Unified Data Tool
Standards
Unified Data Model
Unified Tool Distributed
Multi-threaded
OSSera Proprietary and Confidential
Symmetrically Distributed• Reliability• Scalability• Flexibility
Small Core• High quality• Flexible in
extensions
Unified Data Model• Share
information• Versatile
Integration to existing systems
Standards Support• TMF & ITU
TMN (M series)
Key Differentiators
OSSera Proprietary and Confidential
OSSera Proprietary and Confidential
Thank You
http://www.OSSera.com
OSSera Proprietary and Confidential
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