Unifying the Service Layer for Transformation

Unifying the Service Layer for Transformation

Henrique Manuel Zacarias Director IT Systems

ZON Multimedia

Brian Cappellani CTO – Sigma Systems

ZON – A Portuguese Company

• Portugal – Since 1139– Small country in the west cost of Europe with

around 10 million inhabitants– Since 1986, is part of the European Community

What is ZON • It’s a young spin off from

Portugal Telecom, the Portuguese incumbent;

• Two years ago, before that, it was known as PT Multimedia, a 14 years oldcompany.

• Today ZON offers a large portfolio of Products and Services, that goes from Cable TV to Cinemas, producing also contents.

• Since October this year, ZON started it’s expansion cross border to Angola, Africa, a fast growing market.

ZON in numbers

• # Clients: 1.595• # RGU’s (1): 3.247• # Clients with Triple-Play: 391.000

(33%)• EBITDA: 32.7%• ARPU (2): 33.6 €

Note: number in thousands, excluding ARPU and EBITDA(1): Revenue Generating Units(2): Average Revenue per User

ZON in Products & Services• ZON can provide to any client,

anywhere, a multi play offer.

• Through the MVNO with Vodafone, we can provide mobile wide band, mobile phone and homezone.

• With ZON, clients can have access to TV (cable or satellite), Internet (wireline or mobile), Voice (wireline or mobile).

ZON in Products & Services• ZON also provides Video on Demand, a Set Top Box with

recording capabilities, EPG, Catch-up TV, Widgets, etc.

• Today ZON can offer 200 Mb Wide Band to more than 2,5 million houses. Also have an offer of 1Gb Wide Band over FTTH.

ZON & Service Transformation

ZON & Service Transformation

Focus in quality of serviceFocus in quality of service

Focus in controlling costsFocus in controlling costs

FOCUS ON CUSTOMERS

Focus on simplifying Business ProcessFocus on simplifying Business Process

ZON & Service TransformationHow do we get there ?

Improving the core

architecture by creating a centralized

order management

system.

Customer and Self Care

Business Integration Layer & BPM

Service Management Layer

BSS & OSS

• Reduce customer fullfillment time• Reduce operational complexity

ZON & Service TransformationHow do we get there ?

Customer and Self Care

Business Integration Layer & BPM

Service Management Layer

BSS & OSS

• Reduce customer fullfillment time• Reduce operational complexity

Order management

Simplifying the Service

Provisioning chain, taking

correct advantage of

what each platform is

best on.

• Abstracts Network provisioning complexity from the CRM and OM layer.• Provides “Service Layer” interface

• Unifying the service layer onto Sigma provides :

• Functional simplification - Less is more !

• Lower maintenace and

development costs, as well as deploymenttime.

• Enabler for futureservice platforms

ZON & Service TransformationSIGMA’s Role

Customer and Self Care

Business Integration Layer & BPM

Service Management Layer

BSS & OSS

Order management

TV NET VOICE MOBILE(MVNO)

Product

Catalogue

ZON & Service TransformationHow do we get there ?

Customer and Self Care

Business Integration Layer & BPM

BSS & OSS

Order management

Unify disperse product data, centralizing it on a unique Product Catalogue

Service Management Layer & Service Catalogue

• Top-down and 360º offer vision from Commercial to Technical

• Control product life-cycle

• Offer true bundling

Product

Catalogue

ZON & Service TransformationHow do we get there ?

Customer and Self Care

Business Integration Layer & BPM

BSS & OSS

Order management

Service Management Layer & Service Catalogue

• Fasten customer handling process

• Reduce trainning needs

• Increase customer care quality

Create a layer that abstract applications. We call it Unified Front End and it will be used in all the interface channels, such as Online, Costumer Care, Shops, etc. This is a process oriented designed, combining orchestrated services from disparate applications to get the business processes executed.

Focus at all levels on proactive Customer delight …

… Don’t wait for surveys !

Role of TMF in Our Activities

• Standard models used during the inventory and analysis phases

• TAM level 2 mapping of the current environment and candidate COTS solutions

• Gaps in coverage identified as a result (both in as-is and in the candidate solutions)

• Version of ETOM processes used as starting point for requirements gathering and to-be process definition

© 2010 Sigma Systems 16

About Sigma SystemsAward-winning Advanced IP Service Management Solutions

Automate the delivery of new services,

Over any network technology to any device

Through • Order Management• Service Catalogue• Service Provisioning and Activation• Service Resource Management • CPE Device Provisioning

Manage the collection and exposition of information from the network• Active Mediation• Advanced Advertising Personalization

50+ deployments world wide, managing over 100 million subscriber services

© 2010 Sigma Systems 17

Sigma SMP and TMForum’s Business Process Framework (eTOM)

SMP

Service Configuration & Activation

© 2010 Sigma Systems 18

Service Layer Information

Brings together relationship of : Subscriber - Services - Network

Exposing and Leveraging this information is key

Operations

Fulfillment Assurance Billing & Revenue Management

Operations Support & Readiness

Service Management &Operations

Resource Management &Operations

Supplier/Partner RelationshipManagement

Customer RelationshipManagement

Retention & Loyalty

Customer Interface Management

Selling

Resource Data Collection & Distribution

Supplier/Partner Interface Management

S/P PerformanceManagement

S/P Problem Reporting &Management

S/P Requisition

Management

ResourceProvisioning

ResourceTrouble

Management

ResourcePerformance Management

ServiceQuality

Management

ServiceProblem

Management

CustomerQoS / SLA

Management

S/P Settlements& Payments

Management

Service Guiding & Mediation

MarketingFulfillmentResponse

S/PRMSupport &Readiness

SM&O Support &Readiness

RM&O Support &Readiness

CRM Support &Readiness

ServiceConfiguration & Activation

OrderHandling

ProblemHandling

Bill Payments & Receivables Mgt.

Bill InvoiceManagement

Manage Billing Events Charging

Bill InquiryHandling

Resource Mediation& Reporting

Manage Workforce

© 2010 Sigma Systems 19

Sigma Delivers the Service LayerSigma Delivers the Service Layer Engaged at ZON since 1995

Providing the service layer abstraction of the network and resources

Sigma automates:• Service fulfillment• Decomposition and orchestration of

technical orders• Service provisioning and activation • Service Inventory Management• Service Catalogue Management

Provides an OSS/J JSR-264 compliant API to upstream applications

Enables ZON to deliver service in any location by best available or preferred access

© 2010 Sigma Systems 20

Sigma at ZON - ArchitectureSigma at ZON - Architecture

20+ external systems integrated

Including network elements, B2B network and service partners

Delivering services across voice, video, wireless and data

Across multiple access technologies

DOCSIS,FTTH, DSL, Satellite, HSD

Reusing ZON’s value added service infrastructure

All delivered through a single, integrated, standards-based architecture

Sigma Training Services

Henrique Manuel ZacariasHenrique Manuel ZacariasDirector of IT SystemsDirector of IT Systems

ZON MultimediaZON [email protected]

Brian CappellaniBrian CappellaniCTOCTO

Sigma SystemsSigma [email protected]

Thank YouThank You