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Order Management in

Telecommunications
Martin Koan

Advisor: Mgr. Marian Slaan

Content

Goals and Motivation


TeleManagement Forum

Enhanced Telecom Operations Map (eTOM)


Shared Information/Data Model (SID)

OSS through Java Initiative


Conclusion: Order Fulfillment Case Study

Motivation

Telecommunication industry IT landscape has two


dimensions:
BSS Business Support Systems
OSS Operational Support Systems
Order processing crosses between BSS and OSS
Need for integration
Quickly changing Product Catalog
New products may require integration of new
Provisioning Systems and change of the provisioning
process

Goals

Explore industry standards and create learning material


Understand and describe process framework
Show Common Data Model from the TMF SID and relate it
to the Order Fulfillment process
Describe the OSS/J as a complement to TMF NGOSS
Suggest improvements for the Order Management in Slovak
Telekom

TMF NGOSS Lifecycle

TeleManagement Forum eTOM

eTOM = Enchanced Telecom Opartions Map

Business Process Framework


Identifies and describes Business Processes,
linkage between BPs
Identifies interfaces and usage of Business
Entities

eTOM Process Map


Customer

Operations
Operations Support &
Readiness
Customer Relationship
Management

CRM
Support &
Readiness

Fulfillment

Assurance

Billing

Customer Interface Management


Selling
Marketing
Fulfillment
Response

Order
Handling

Problem
Handling

Customer
QoS / SLA
Management

Billing &
Collections
Management

Retention & Loyalty

Service Management &


Operations
SM&O
Support &
Readiness

Resource Management &


Operations
RM&O
Support &
Readiness

Supplier/Partner Relationship
Management
S/PRM
Support &
Readiness

Service
Configuration
& Activation

Resource
Provisioning

Service
Problem
Management

Service
Quality
Management

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

Supplier/Partner Interface Managemnet

S/P Settlement
& Billing
Management

Order Fulfillment Process Flow


Customer contacts
Call Center
Complete
Order
Market Product
& Customer
Sales
Request

Customer Interface Management


Clarification
Clarification Response
Request

Proposal
Offered

Feasibility Request
Feasibility Assesment

Selling
Service

Order
Completition
Notification

Order
Confirmed

Order Processing Requested


Design
Solution
Request

Order Handling

Design
Solution
Response

Service
Order
Initiated
Service
Activated

Service Configuration & Activation


Resource

Resource
Reservation
Requested

Resource
Reservation
Confirmed

Work
Order
Initiated

Resource
Provisioning
Completed

Resource
Activation
Requested

Resource Provisioning

Supplier/Partner

Resource
Activated

TeleManagement Forum SID

SID = Shared Information/Data Model describes


entities and their relations across IT system

Contains several domains such as Product, Service,


Resource, Customer
Each domain contains a set of entities, relations between
them and relations to other domains
It contains a business view (conceptual) and system view
of entities
It is a companion to the eTOM, sort of information/data
vocabulary from a business entity perspective

SID Example: Service Domain


Product
Service
0..1
ProductHasCustomerFacingServices

0..*
CustomerFacingService

CFServiceRequiresRFServices

ResourceFacingService

CFSCompositeHasCFServices
0..*

0..* RFSCompositeHasRFServices

1..*

0..*
0..1

0..1
CustomerFacingServiceComposite

CustomerFacingServiceAtomic

ResourceFacingServiceAtomic

ResourceFacingServiceCompoiste

OSS through Java Initiative

Initiative to create a set of APIs for telecommunications


Promotes a use of COTS packages by providing standard
APIs and thus helps vendors and integrators to reuse product
packages
Its Business Entities are based on TMF SID models
APIs support Business Processes described in eTOM
Provides 3 profiles: EJB, XML/JMS, Web Services

OSS/J Profiles

Order Management in ST