Transcript Agenda - Catatan Hasdi Putra

POSTEC Lecture
Network Management
Chapter 5 IP/eBusiness Management
May 29-June 5, 2008
Masayoshi Ejiri
Japan
1
Agenda
1.
ICT Operations and Management
- Service Industries
- ICT Services and Networks—
- Target of the Management
2, Architecture ,Function ,Information Model and Business Process
- ITU-T TMN( Telecommunications Management Network)
- TeleManagement Forum Telecommunications Operations Map ( TOM)
- Multi domain management and System Integration
- Standardization
3. OSS( Operations Support System ) Development
- Software Architecture ,Key Technologies and Product Evaluation—
4. SLA( Service Level Agreement) and QoS( Quality of Service)
- SLA Definition , reference point and policy based negotiation
5, IP/eBusiness Management
- Paradigm shift , Architecture beyond TMN and enhanced TOM
6. NGN( Next Generation Networks) Management
- NGN Networks and Services , New Paradigm of ICT Business and
Management
2
Agenda
• Paradigm shift
• IP/eBusiness management beyond TMN
• eTOM : enhanced Telecom Operation Map
Process components
Process flow
Process and function ( Rec. M 3400)
ITIL ( IT Infrastructure Library )
3
New Paradigms of
ICT Industry
Business
Convergence
·Open Market
·Inter Networking
·Virtual Service Provider
Technology
Convergence
Deregulation
Customers’ Demand
4
ICT Market Trend
• Past(~1985): Monopoly, Regulated Market.
PSTN based telephone services by mega carriers to
Reactive customers
• Current(~2005 ): Competitive ,Deregulated Market.
Dominant PSTN plus Explosive Mobile and Internet
based telephone +Date services by new/old service
providers to personalized but still Reactive customers
• Future(2010~) Converged Market by removing
industry boundary and customer/provider scheme.
NGN based ubiquitous triple/quadruple services by
provider/customer collaboration to Proactive end users
5
ICT Management Target
Past :
• Bottom up approach for robust and interoperable
resource management
• TMN Architecture and FCAPS
Current
• Top down approach for Customer retention and profit
conscious resource management.
• Process evolution for customer self operations
• N3B(Not Built But Buy) OSS by COTS and PnP
Future
• Customer driven services and operation using Web 2.0
• Context, Contents and SLA aware management
6
1, Monopoly, Regulated Market ( 1890’s -1980’s)
Services
• POTS on PSTN
• by mega carriers (ROC: Recognized Operating Company)
• SP( Service Provider) centric
SP’s Targets
• Establish nation wide ubiquitous telephone network by
automated SW network
• On Demand subscription.
Operations and OSS
• NEsupervise and Control by on site maintenance, then
Centralized NE maintenance
• Random ,Individual and Proprietary OSS Development
• Human and paper based CC&B (Customer Care and Billing)
POTS : Plane Old Telephone Service
PSTN : Public Switched Telephone Network
NE : Network Element
7
2, Competitive, Deregulated Market ( 1985~)
Services:
•
•
•
Telephone on PSTN and Mobile
by competition among conventional carriers and new comers
To reactive customers but Price Down Pressure ( Price
Competition )
SP’s Target :
•
•
•
CAPEX/OPEX cost down for price down
Up Graded CC&B for customer retention
Competitive but Interoperable Operations among SPs
Operations and OSS
•
•
•
•
Operations Mission and Positioning
Customer Oriented Top Down approach
Systematic and Standardized OSS development on TMN
Vertical process integration ( FAB)
8
ITU-T TMN Recommendations
•
•
•
•
•
•
TMN Functional Architecture
LLA : Logical Layered Architecture
TMN Information Architecture
TMN Physical Architecture
TMN Management Area
TMN Management Services
9
TOM : Telecom Operations Map
A Service Management Business Process Model
(TMF : TeleManagement Forum 1995)
http://www.tmforum.org
Customer
Customer Interface Management Process
Sales
Service
Management
Order
Handling
Problem
Handling
Customer
QoS
Management
Invoicing/
Collections
Customer Care Process
Service
Planning/
Development
Service
Configuration
Service
Problem
Resolution
Service
Quality
Management
Rating and
Discounting
Information
Systems
Management
Processes
Service Development and Operations Processes
Network
Management
Network
Planning/
Development
Network
Provisioning
Network
Inventory
Management
Network
Maintenance
& Restoration
Network Data
Management
Network and Systems Management Processes
Element Management Technology Related
Physical Network and Information Technology
10
3, IP/eBusiness Market ( 1995~
)
Services :
•
•
•
Voice and Data on PSTN, Mobile and Internet
by cross industry cooperation and competition
to customers with free hand of service selection
SP’s Target :
•
•
•
•
Realize lower price services by packaged Price
Develop rich services by collaboration with other industries ( ex with
Application/Contents providers)
QoS/QoE enabled service operations
Industry wide Operations in ICT world
Operations and OSS :
•
•
•
share common business process ,architecture, information
model ,interface etc. among IT and ICT SDOs
eTOM/SID, ITIL, ITU-T Recommendation , TISPAN/3GPP
Visible Operations on established Service Architecture and SLA
Deploy/develop N3B OSS products based on standards and COTS/PnP
N3B : Not Built But Buy
11
Paradigm Shift
tBusiness?
iBusiness?
eBusiness?
Simple
Network/Services
on POTS
Multi, Heterogeneous
Network/ Services
on IP
Ubiquitous
Network/ Services
on Nomadic
• Regulated Market
• Dominant Carrier
•SP defined Service
menu.
•Best Effort SLA
• Open Market
• Multi SP
•Customer combined
Service
•Compromised SLA
• Personal Market
• Virtual SP
•Customer defined
Service
•Satisfied SLA
t: telephone
i: internet
e: enjoyable
12
IP Services
--for Speed, Simple and Smile eBusiness--
Customers’ Demand
Providers’ Solution
• Speedy / Easy Subscription  On Line, Real Time Provisioning
• Non Stop Services  Reliable & Scalable Networks / Systems
• Quick Response  High Throughput Mechanism
• Secure Services  Security Level Agreement
• Price Performance  Negotiation
13
IP Management Architecture
Layer
IP Customer Care
Layer
MO
Customer Interaction
Process
Function
Service Negotiation
Self Operation
IP Application Layer
VOIP, Conference, eBusiness, Multicast, etc.
Application Dependent
Transport
IP Service Layer
Router, IP Service Node,
etc
IP dependent / AP
Independent Transport
IP Transport Layer
Photonic, SDH, ATM, POTS
LAN, WAN, Access, etc.
IP Independent
Transport
14
e-Business Model
e-Business
Model
End
Users
CSP ASP
Logistics
e-Business
Management
Contents
Delivery Platform
IP Service
Management
IP
Management
IP
Transport
ISP, BSP
15
TMN to e-Business Management Solution
BM
Negotiation
BM
SM
Visibility
SM
NM
RM
EM
TMN
eMS
Telecommunications
Management
Network
e-Business
Management
Solution
•Network
•Services
•Human
•Finance
…...
16
Lessons Learnt from Logistic Industry
• Basic Service : ex. Collection of goods from location A
and deliver to location B
- Transport services
• Associated services : Convenience Store acts as a
mediator for collection. Deliveries be arranged in agreed
time and traceable.
- Operations Services
• Value added Services : Perishable goods ( fish, fruit) be
transported using a cold storage , delicate good be
transported using hanging
- Contents Aware Delivery Services
17
End Users
eBusiness
Management
SLA on
Negotiation
Content Aware Delivery
Management
Resource
Management
OLA on
Partnership
IP/eBusiness Management Architecture
18
Services
Management
End Users
Contents
Transactions
eBusiness
Logistics
Auction
Banking
Application Services
Content Services
Contents
ID Mgt.
Content
Delivery
IP Bearer
Contents
Integration
Media
Gateway
SaaS
Advertising
Billing
Agent/Portal
Resources
eBusiness
Management.
Content Aware
Management
Resource Management
19
eBusiness Services and Management Architecture
SLA and OLA in eBusiness Management
Customer
( eBusiness)
•Operations Services
SLA
Service
Provider
SLA
Negotiation
Content Delivery
Resource
Transport Services OLA
Transport
Resource
Operations
Resource
Operations Support
OLA
•Content Delivery Services SLA
•Transport Services SLA
OLA
Negotiation
Operations Resource
Supporters
Resource Provisioning
OLA
Communications Resource
Suppliers
Partners
20
Key Words for IP/eBusiness management
• Partnership : Common BP & Interface
•
•
•
TMN to eMS(eBusiness Management Solutions)
Adaptive & Customer Driven Business Process
Consensus among Industries and Customers
• Negotiation & SLA
•
•
•
: Differentiation
Policy Based Negotiation Management
Customer Self Operations
QoS oriented Secure & Customer perceptible SLA
21
IP/eBusiness Management
 Why ?
Support eBusiness by Competitive Service
Creation in New Paradigm
 What ?
Negotiation for Customer Defined Services
and SLA
 How ?
Policy Based Management and COTS/ PnP
OSS
22
Business Process
-TOM to eTOM-•
•
•
•
eBusiness Oriented TOM
Open ,Visible Process for Customer retention
Common Business process for Partnership
Enterprise Management for Total Solution
23
Business Process in TMN
• The business process approach has built
on the concepts of management
services and functions in order to
develop a reference framework for
categorizing all the business activities
that a service provider will use.
24
Related TMN Rec.
• ITU-T Recommendation M.3010 Principles for a
telecommunications management network.
• ITU-T Recommendation M.3020 TMN interface
specification methodology.
• ITU-T Recommendation M.3200 TMN
management services and telecommunications
managed areas: overview.
• ITU-T Recommendation M.3400 TMN
management functions.
25
ITU-T Rec. M3050 series
•
•
•
•
•
•
•
•
•
M3050.0 : eTOM-Introduction
M3050.1 : eTOM-The business process framework
M3050.2 : eTOM-Process decomposition and descriptions
M3050.3 : eTOM-Representative procces flows
M3050.4 : B2B integration: Using B2B inter-enterprise
integration with the eTOM
M3050 Supplement 1: eTOM-An Interim View of and
Interpreter’s Guide for eTOM and ITIL Practicioners
M3050 Supplement 2: eTOM-Public B2B Business Operations
Map( BOM)
M3050 Supplement 3: eTOM to M3400 mapping
M3050 Supplement 4: An eTOM Primer
26
Relationship between the management service/function
and business process approaches
M.3050.0_F1
27
Scope of IP/eBusiness Management
IP Service Plane
eBusiness
IP
Operations
Service
SP Policy Plane
(Customer)
IP
Transmission
Service
Operator
Service
Network
OSS
Resource
Operations
Manager
OSS
Human
Policy
Finance
Partner
28
SP’s Business Process Overview
Customers
Operations Services
& Marketing
Customer
Operations
Communications
Services
Service Provider
Operations
Resource
Policy
Environment
Enterprise
Management
Information
Politics
Economics
Support
Content
Delivery
Resource
Communications
Transport Resource
Resource
Alliance
Supply
Partners
Operations Resource
Supporters
Partners
Communications Resource
Suppliers
29
Customer
Customer Interface Management Processes
Business
Management
Service
Management
Sales
Order
Handling
Problem
Handling
Customer
QoS
Management
Invoicing
and
Collections
Customer Care Processes
Service
Planning and
Development
Service
Configuration
Service
Problem
Management
Service
Quality
Management
Rating and
Discounting
Service Development and Operations Processes
Network Management
Network
Planning and
Development
Element Management
Network
Provisioning
Network
Inventory
Management
Network
Maintenance &
Restoration
Network and Systems Management Processes
Network Element Management Processes
Network Data
Management
Information Systems Management Processes
TMN Layers
correspond with TOM
horizontals
Physical Resource and Information Technology
TOM processes are
captured in “FAB” area
of eTOM Operations
Customer
Strategy, Infrastructure & Product
Strategy &
Commit
Infrastructure
Lifecycle
Management
Product
Lifecycle
Management
Operations
Operations
Support &
Readiness
Fulfillment Assurance
eTOM maps the
NGOSS Business
View
Marketing & Offer Management
Customer Relationship Management
Service Development & Management
Service Management & Operations
Resource Development & Management
(Application, Computing and Network)
Resource Management & Operations
(Application, Computing and Network)
Supply Chain Development & Management
Supplier/Partner Relationship Management
Enterprise
Management
Strategic &
Enterprise
Planning
Brand Management,
Market Research &
Advertising
Financial & Asset
Management
Human Resources
Management
Stakeholder & External
Relations Management
Research &
Development,
Technology
Acquisition
Billing
Disaster Recovery,
Security & Fraud
Management
Enterprise Quality
Management, Process & IT
Planning & Architecture
30
eTOM: Linkage to NGOSS
• eTOM provides the
NGOSS Business View
• eTOM processes, flows
and information are
input as requirements
to the NGOSS System
View
• Feedback from the
NGOSS development
cycle is used to validate
the eTOM
31
Process Lifecycle
: Lifecycle Process Flows and Components
Sales
Target
Marketing
Services
Strategy
Services
Planning
Planning
NW( logical & physical)
Data
Traffic/QoS
Data
Enterprise
Operations Data
TM,PM&SO
Design
Maintenance
NE Data
NW/NE Data
Resource
Status Data
Performance
(Product) Data
(Pre-Product) Installation
Procurement
NE
Partner
32
( NE Supplier)
Figure 7. Process Lifecycle and Components of Resource Provisioning
RM Horizontal Integration(1)
Space
Planning
Service Service Planning
& Commitment
SP
Resource SP
NW SP
Technology SP
Technology
Survey
Resource
Commitment
NW Planning
NE SP
NE Planning
Technology
Research &
Development
SP:Strategy/Policy
Space : Building, Electric Power, Duct,Floor,etc.
33
RM Horizontal Integration(2)
Space Design
Space
Construction
Resource
Quality
Adjustment
NW Design
NW
Procurement
NW
Installation
NE Design
NE
Procurement
Buy/Built
Decision
NW/NE SP
Procurement
Planning
Installation
Planning
Resource
Delivery
Resource
Maintenance
NE
Installation
Resource
Assessment
34
: Technology/Resource SP
: Resource Planning & Commitment
: Resource Development
: Resource Installation
: Resource Delivery & Assessment
35
Resource Configuration
NE Performance
Check & Report
NE Configuration
Work Force Mgt.
OS&R
Physical NW Configuration
NW Performance
Check & Report
Resource
Performance
& Fault
Logical Resource
Configuration
ex. Phone Number, Address
SM&O
Note: Performance includes Traffic
36
Resource Performance & Fault
NE Events Analysis
& Report
Work Force Mgt.
NE Repair
NW Events Analysis
& Report
NW Re-Configuration
Resource
Configuration
NW Performance
Analysis & Report
Fault Analysis
& Report
OS&R
Resource
Usage Data
SM&O
37
Resource Usage Data
NE Usage Data
Collection , Analysis
& Report
Resource Performance
& Fault
NW Usage Data
Collection , Analysis
& Report
SM&O
38
Note for Slides
:Level 1, ex. SM&O, RM&O
: Level 1.5 ex. RM&O( OS&R)
: Level 2 ( Modified )
: Level 3 ( Proposed)
39
Resource
Management &
Operations
RM&O Support &
Readiness
Resource
Provisioning
Res ource Trouble
Management
Resource
Performance
Management
Resource Data
Collection &
Processing
a, Resource Management &Operations decomposition into level 2 processes
Resource
Developm ent &
Managem ent
Resource Strategy
& Planning
Resource
Capability Delivery
Resource
Dev elopment &
Retirement
b Resource Development & Management decomposition into level 2 processes
Level 2 Process Component of Resource Management
40
Service Management & Operations Level 2 Process
S e rvice
M a n agement &
O p e rations
S M & O Support &
P rocess
M a na g e ment
S M & O Readiness
S e rvice
C o nfig uration &
A c tivation
S e rvice Problem
M a na g e ment
S e rvic e Quality
A na lys is, Action &
R e p o rting
S e rvice & Specific
Ins ta nc e Rating
© Te le M anagem ent F orum O c tober, 2001
41
eTOM - the Enhanced Telecom Operations Map®
Customer
Strategy, Infrastructure & Product
Strategy &
Commit
Infrastructure
Lifecycle
Management
Operations
Product
Lifecycle
Management
Operations
Support &
Readiness
Fulfillment
Assurance
Marketing & Offer Management
Customer Relationship Management
Service Development & Management
Service Management & Operations
Resource Development & Management
(Application, Computing and Network)
Resource Management & Operations
(Application, Computing and Network)
Supply Chain Development & Management
Supplier/Partner Relationship Management
Billing
Enterprise Management
Strategic & Enterprise
Planning
Enterprise Risk
Management
Financial & Asset
Management
Enterprise Effectiveness
Management
Stakeholder & External
Relations Management
Knowledge & Research
Management
Human Resources
Management
42
Level 2 OPS processes
43
Level 2 SIP Processes
44
Process Decomposition
Process X
Process Element
X1
Process Element
X2
Process Element
X21
Process Element
X211
Process Element
X3
Process Element
X22
Process Element
X212
45
Process Decomposition
• Concept and Overview : Level 0:
• Common Process Oriented Components ( Entities)
Process Groups ( V/H) for common understanding: Level 1
Components for Common Process: Level 2
• Software Reuse Oriented Components
Components common in Level 1 and specific in Level 2:
Level 3
Components common in Level 2 and specific in Level 3:
Level 4
Atomic Components ?
46
Example of Level 3 OPS processes
47
Resource Trouble
Management
Survey & Analyse
Resource Trouble
Localise Resource
Trouble
Correct & Recover
Resource Trouble
Track & Manage
Resource Trouble
Close
Resource Trouble
Report
Resource Trouble
©TeleManagement Forum April 2003
Service
Problem
Management
Evaluate and
Qualify
Diagnose
Plan and assign
Resolution
Track Resolution
Close
and Report
Example of Level 3 Component of Service/Resource Management
48
Resource provisioning decomposition into level 3 processes
Service configuration and activation decomposition into level 3 processes
49
Service Problem Management-Level 3/4 Process
Service
Problem
Management
Evaluation and
Qualification
Diagnosis
Resolution
Planning
and
Assignment
Problem Request
Receipt
Diagnosis of
Problem
Identification of
Resolution
Responsibility
Monitoring of
Fault Resolution
Service Testing
Problem Testing
Performance
Problem
Escalation
Resolution Option
Investigation and
Recommendation
Progress
Reporting
Repair and
Reconfiguration
Checking
Problem
Qualification
Scheduled
Task
Resolution
Tracking
Closing
and
Reporting
Issue of cleared
Problem
Report
Specific Activity
Assignment
50
Process Decompositions : Order Handling
Or der Handling
Level 2
TEA M DRAFT
Level 3
© TeleManagement Forum eTOM April 2001
Preorder
Feasibility
Deter mination
Cr edit
A uthorization
Order Issuance
Order Tracking
and Status
Or der Completion
Customer
Satisfaction
Validation
Rec eive Pre-Order
Feas ibility Request
Cr edit
Inv estigation
Deter mination
Or der Request
Validation
Status
Es tablishment and
Management
Manage Customer
changes to
A gr eement Con
Conf irm Customer
Value delivery
Is sue Pre-Order
Feasibility Study
Cr edit
Inv estigation
Or der Plan
Dev elopment
Status Report
Test solution and
demonstrate to
cust
Billing Satisfaction
Validation
Obtain Appropriate
Approvals
Or der Creation
Customer
Jeopardy
Notification
Confirm Order
Completion w ith
Customer
Follow up on
optimal Customer
Utilisation
Advise and
Negotiate
A cceptable Terms
Or der Amendment
Committed Date
Re-negotiatio w /
Customer
Train the customer
Or der Cancellation
Level 4
Validate info for
Assurance and
Billing
Report unmet
c ommitments or
c apabilities
51
EM Processes
Level 0
Level 1
Enterprise
Management
Strategic &
Enterprise
Planning
Financial &
Asset
Management
Level 2
Stakeholder
Enterprise
Enterprise
Human
& External
Risk
Effectiveness Resources
Relations
Management
Management Management
Management
Knowledge
& Research
Management
Strategic
Business
Planning
Financial
Management
Business
Continuity
Management
Corporate
Comms &
Image Mgt
Process
Management
& Support
HR Policies
& Practices
Knowledge
Management
Business
Development
Asset
Management
Security
Management
Community
Relations
Management
Enterprise
Quality
Management
Organization
Development
Research
Management
Enterprise
Architecture
Management
Procurement
Management
Fraud
Management
Shareholder
Relations
Management
Program
& Project
Management
Workforce
Strategy
Technology
Scanning
Audit
Management
Regulatory
Management
Enterprise
Performance
Assessment
Workforce
Development
Insurance
Management
Legal
Management
Facilities
Management
& Support
Employee
& Labor
Relations Mgt
Group
Enterprise
Management
Board &
Shares/Secur.
Management
52
Process Flow
Target
Driver
P/B
Target/Driver
P/B
Target/Driver
Target/Driver
Process
/Behavior
P/B
Target/Driver
Target/Driver
P/B
Target/Driver
P/B:Process/Behavior 53
Example of Process Flow
54
Billing Process Flow
from Fulfilment
Processes
Activate Billing Cycle
Customer Account
Invoicing &
Collection
(Ordering)
4. Generate
Bills
Invoice
Special discounts
from Assurance
Processes
Collect
SLA violations
Customer
(Billing inquiry
& Payments)
3. Summarized
bill content
Discount
Rating &
Discounting
Other Providers
Rate
(Problem Handling)
2. Aggregated usage data
Aggregate
Network Data
Management
Collate
Collect
Key:
Activities
1. network (usage) data
Network Element Management & Network Elements
Processes
Cross FAB Process I/f
Inter-process I/f
Inter SP process I/f
55
Order Handling Process Flow at Level 3
56
Ordering Level 2 Process Flow
57
Why use eTOM?
• eTOM makes available a standard structure, terminology and
classification scheme for describing business processes and their
constituent building blocks
• eTOM supplies a foundation for applying enterprise-wide discipline
to the development of business processes
• eTOM provides a basis for understanding and managing portfolios
of IT applications in terms of business process requirements
• eTOM enables creation of consistent and high-quality end-to-end
process flows, with opportunities for cost and performance
improvement, and for re-use of existing processes and systems
• eTOM use across the industry will increase the likelihood that offthe-shelf applications will be readily integrated into the enterprise, at
a lower cost than custom-built applications
58
Recent Reports on eTOM Adoptions (SPs)
59
Recent Reports on eTOM Adoptions (Vendors, SIs, etc)
Reorganized existing BPM and Best Practices around eTOM,
with strategic decision to increase participation in eTOM team
work. Introduced internal eTOM training, with eTOM as a
common language and reference throughout the company.
Mapped
Amdocs
products to eTOM, and used as sales tool.
Used eTOM to map existing industry processes, analyze
business drivers and pains, and guide the design of new
processes. Also,as a framework for ISV & SI Partnerships
Have developed Telecom Reference Business Model based
on eTOM (Levels 1,2 & 3), and extended to Levels 5 & 6 for
business scenario investigation, legacy system gap analysis,
new OSS/BSS specification, consultancy support, etc
Used eTOM for internal product training, product
features cross
- referencing nd functional gap analysis,
marketing analysis (competitors/partners), customer
communication (incl. RFI/RFP), workflow “seed”
processes
Used eTOM for mapping Motorola products and
managed services, for gap analysis of solution portfolio
and for partnership communications
60
Process, Function and Data
•
eTOM
M3400
SID
Process
Function Sets
Data
61
Process and Function
• Processes can be used to describe the flow of
activities to solve a particular business problem,
or part of it.
• A function can be considered as a unit of
processing (either initiated by humans or
through an automated action) with specific, welldefined inputs and outputs.
• For functions in particular, the data is essential
because the function is described as a unit of
processing together with its associated data
inputs and outputs.
62
Relationship between processes, functions
and data
Result 1
Result 1
Process 1
Process 2
Step 2
Trigger 1
Step 1
Step 3
Function
1
Result 2
Function
2
Trigger 2
Step 1
Function
3
Step 2
Result 2
Function
4
CRUD
Data 1
Data 2
CRUD: Create, Read, Update, Delete
Data 3
Data 4
Data 5
M.3050SUPP.3_F03
63
Processes, function set groups and data areas
RM&O Level 2 processes from eTOM
Resource
provisioning
RM&O Support &
Readiness
Resource data
collection &
processing
Resource
performance
management
Resource trouble
management
Function set groups (M.3400)
Network
planning/
engineering
Provisioning
Alarm
surveillance
Status &
control
Testing
Installation
Fault
localization
Fault
correction
Trouble
admin.
Security
admin.
Containment
& recovery
Detection
Performance
quality
assurance
Performance
analysis
Performance
management
control
RAS
assurance
Performance
monitoring
Usage
measurement
Data areas
Planning policy
& rules
Topologies
Network
configuration
Physical
inventory
Usage
Problems
Measurements &
performance
M.3050SUPP.3_F04
64
Objectives of mapping eTOM to M.3400
• Facilitate the linkage from process view to
functional view;
• Provide a framework for level of granularity and
abstraction for the interface definitions;
• Get a better handle on what should be
implemented in systems in terms of:
–Reusable software components;
–Boundaries of what to implement;
• Understand what are the interfaces between
processes at the indicated levels;
• Identify the needs for standardization.
65
M3400 - TMN Functional Decomposition
M3400
Management
Functional
Areas
M3400
Security
Management
M3400
Configuration
Management
M3400
Fault
Management
Security
Management
Configuration
Management
Fault
Management
Performance
Management
Accounting
Management
4
5
6
4
4
Prevention
Detection
Containment
& Recovery
Security
Administration
5
10
Network
Planning
& Engineering
11
RAS Quality
Assurance
6
M3400
Performance
Management
M3400
Accounting
Management
Performance
Quality
Assurance
7
Usage
Measurement
17
Installation
12
Alarm
Surveillance
10
16
55
24
Service
Planning &
Negotiation
10
Provisioning
Status &
Control
29
8
Fault
Localization
Fault
Correction
Testing
5
5
11
Performance
Management
Control
6
Performance
Monitoring
Performance
Analysis
10
11
Tariffing/
Pricing
Collections
and
Finance
Enterprise
Control
21
11
8
70
Trouble
Administration
7
44
34
66 57
Total functional units = 260
Mappings between eTOM processes and
M3400 functional units
eTOM V4 = 72 (110 OPS L3)
eTOM V6 = 72 (242 OPS & SIP)
M3400 = 23 (260)
M3400
eTOM
OPS L3
V4
110
Covered in M3400
16
14
EM L2
31
22
eTOM
process
Security
55
55
Configuration
70
69
Fault
44
44
Performance
34
34
Accounting
57
57
69
SIP L2
mappings
Covered in eTOM
M3400 functional Unit
67
RM&O level 2 Processes - M.3400 (MFA)
RM&O LEVEL 2
PROCESSES v.3.5.
RM&O Support
& Readiness
Resource
Provisioning
Resource
Trouble
Management
Resource
Performance
Management
Resource Data
Collection &
Processing
Fault
Management
Performance
Management
Accounting
Management
M.3400 MANAGEMENT
FUNCTIONAL AREAS (MFA)
Security
Management
Configuration
Management
Security
Management
68
ENTERPRISE MANAGEMENT
RM&O Resource Provisioning - M.3400 Configuration Management
RM&O Resource Provisioning (Level 3 Processes eTOM v.3.5)
Allocate & Deliver
Resource
Configure &
Activate
Resource
Test Resource
Collect, Update &
Report Resource
Configuration
Data
M.3400 Configuration
Management
Network Planning
and
Engineering
SID LAYER
Strategy, Infrastructure
& Product
Installation
RM&O Support
& Readiness
Service Planning
and
Negotiation
CRM
LAYER
Provisioning
SM&O Service
Configuration &
Activation
Status and Control
69
RM&O Resource Trouble Management - M.3400 Fault Management
RM&O Resource Trouble Management (Level 3 Processes eTOM v.3.5)
Survey & Analyse
Resource Trouble
Localise Resource
Trouble
Correct & Recover
Resource Trouble
Track & Manage
Resource Trouble
Report Resource
Trouble
Close Resource
Trouble
Testing
Trouble
Administration
??
RAS Quality
Assurance
Alarm
Surveillance
Fault
Localization
Fault
Correction
M.3400 Fault
Management
70
RM&O Resource Performance Management - M.3400 Performance Managemen
RM&O Resource Performance Management (Level 3 Processes eTOM v.3.5)
Monitor Resource
Performance
Performance Quality
Assurance
Analyse Resource
Performance
Control Resource
Performance
Report Resource
Performance
Performance
Monitoring
Performance
Management
Control
Performance
Analysis
M.3400 Performance
Management
71
RM&O Resource Data Collection - M.3400 Accounting Management
RM&O Resource Data Collection & Processing (Level 3 Processes eTOM v.3.5)
Collect Resource
Data
Process Resource
Data
Report Resource
Data
Audit Resource
Usage Data
Usage
Measurement
Tariffing /pricing
Collections and
Finance
Enterprise
Control
M.3400 Accounting
Management
SM&O
CRM
Service & Specific
Instance Rating
Billing & Collection
Management
Financial & Asset
Management
72
ENTERPRISE MANAGEMENT
eTOM-to-M.3400 mapping table
eTOM
Process
ID
1.A
1.A.1.6
1.A.1.6.1
1.A.1.6.2
Process.Name
M.3400I
D
Function.Name
Assurance
5
Performance Management
6
Fault Management
6.4
Fault Correction
6.6
Trouble administration
Problem Handling
Isolate Problem & Initiate Resolution
6.6.2
Trouble reporting function set
6.6.2
Trouble reporting function set
6.6.3
Trouble report status change notification function set
Report Problem
73
M.3400-to-eTOM mapping table
M.3400ID
5
5.1
eTOM
Process ID
Function.Name
Process.Name
Performance Management
1.A
Assurance
1.B
Billing
1.E.2
Enterprise Risk Management
1.F
Fulfilment
1.O
Operation Support & Readiness
1.OFAB.2
Service Management & Operation
1.OFAB.3
Resource Management & Operations
1.OFAB.4
Supplier/Partner Relationship Management
1.P
Product Lifecycle Management
1.SIP.2
Service Development & Management
1.A.2.4
Service Quality Management
Performance Quality Assurance
1.A.3.3
Resource Trouble Management
1.F.3.2
Resource Provisioning
74
ITIL
Initially developed by UK government CCTA
( Central Computer and Telecommunications
Agency ) in 1980’s.  OGC ( Office of
Government Commerce)
•
•
•
•
•
•
•
Service Support : 308Pages
Service Delivery : 376Pages
Application Management :; 158Pages
Planning to Implement Service Management :208Pages
ICT Infrastructure Management : 283Pages
Security Management :124Pages
Business Perspective : NA
75
ITIL Publication Framework
76
Service Delivery/Support Processes
SERVICE DELIVERY
SERVICE SUPPORT
Service Level Mgmt
Configuration Mgmt
Financial Mgmt
Change Mgmt
Capacity Mgmt
Incident Mgmt
Availability Mgmt
Problem Mgmt
Continuity Mgmt
Release Mgmt
Service Management
77
ITIL Service Support Diagram (© OGC)
78
ITIL Service Delivery Diagram (© OGC)
79
Relationship between Service & Application Management
Application Management
Service
Support
Optimise
Requirements
Operate
Design
Deploy
Build
Service
Delivery
Service Management
Service Management
Application Development
Application Management
80
eTOM and ITIL Together
Business
Process Needs
Best Practice
Needs
Customer
Strategy, Infrastructure & Product
Operations
Strategy Infrastructure
Product
OperationsFulfillmentAssuranceBilling
Lifecycle Lifecycle
Support &
&
Management
Management Readiness
Commit & Offer Management
Marketing
Customer Relationship Management
Service Development & Management
Service Management & Operations
Resource Development & Management
Resource Management & Operations
(Application, Computing and Network)
(Application, Computing and Network)
Supply Chain Development & Management
Supplier/Partner Relationship Management
Enterprise Management
Enterprise Effectiveness
Strategic & Enterprise
Enterprise Risk
Knowledge & Research
Management
Planning
Management
Management
Financial & Asset Stakeholder & External
Human Resources
Management
Relations Management
Management
eTOM Compliant
Process Flows
ITIL Compliant
Best Practices
Final Result:
eTOM-compliant Business
Flows that Deliver ITILcompliant Services
Filter &
Reconcile
81
eTOM
• Business context is a total enterprise model for telcos.
• International standard through ITU.
• Constitutes the Business View section of NGOSS, TMF’s initiative
on OSS / BSS solutions.
• A common language for business processes.
• A hierarchy of process definitions.
• A repository of process elements at various levels of detail that can
be combined and applied in specific applications.
• Provides examples of process flows.
• Flow diagrams are used in eTOM to illustrate end to end processes
e.g. Fulfillment.
• Technical content now mature, with an i
82
ITIL
• Business context is IT / ICT Service Management.
• Included in various national standards, and slated to be
adopted by ISO in 2005 / 06.
• A comprehensive and consistent set of best practices.
• A set of methods for delivering controlled and optimizable
services.
• Common language
• Aim is to provide high quality services with a particular focus
on Customer relationships.
• Is built on agreements where the IT organization should
provide whatever is mutually agreed with Customers.
• Service Delivery processes are partially concerned with setting
up agreements and monitoring the targets within these
agreements. On the operational level, the Service Support
processes can be viewed as delivering service as laid down in
these agreements.
• Flow charts are used in ITIL.
• Inclusion of closed feedback quality loops for continuous
improvement.
• It supports and drives ‘quality’ or repeatability
83
eTOM->ITIL->eTOM mapping
eTOM
Process
ITIL
Process
eTOM
Process
ITIL
Process
eTOM
Process
ITIL
Process
1
2
3
4
5
Combined mapping
eTOM -> ITIL mapping
ITIL -> eTOM mapping
84
Operations
eTOM L2 Operations processes and ITIL processes
Ope rations Support &
Readiness
Fulfilm ent
Assurance
Billing
Customer Relationship Management CRM
IM
Cu st omer Interface Management
FM
SLM
SD
SLM
SD
IM
Selling
CRM - Support &
Re adiness
IM
FM
SLM
Marketing
F ulfillment
R esponse
Prob lem Handling
Order
Handling
IM
Cu stomer
Qo S/SLA
Ma nagement
Billing &
Co llections
Ma nagement
Se rvice Quality
Ma nagement
Se rvice & Specific
In stance Rating
SLM
IM
Re tention & Loyalty
Service Management & Operations
CaM
SLM
RM
CM
ChM
Se rvice Problem
Ma nagement
Service
Co nfiguration &
Activation ChM RM
SM&O Support &
Readiness
PM
CaM
RM
CM
CM
RM
ChM
PM
Resource
Provisioning
RM&O Support &
Readiness
CaM
AM
SLM
ChM
AM
Resource Management & Operations
SLM
IM
AM
RM
IM
Resource Trouble
Ma nagement PM
IM
RM
Resource AM
Pe rformance
Ma nagement
PM
CaM
ChM
ChM
CaM
CaM
AM
CM
IM
SD
R eso urce Data Collection & Processing
Supplier/Partner Relationship Management
S/PRM Support &
Re adiness
S/ P Requisition
Ma nagement
IM
S/P Problem
Reporting &
Ma nagement
PM
S/P Performance
Man agement
IM
AM
S/P Settlements
& Billing
Ma nagement
SLM
SLM
S/P Interface Management
85
eTOM L2 Strategy, Infrastructure & Product processes and ITIL processes
Strategy, Infrastructure & Product
Strategy & Comm it
Infrastructure Life cycle
Managem ent
Marketing & Offer Management
Product & Offer
Po rtfolio Planning
Market Strategy &
Po licy
Product Lifecy cle Managem ent
Sales
Development
Product & Offer
Ca pability
Delivery
Marketing
Capability
Delivery
SLM
ChM
Pro duct Marketing
Co mmu nications &
Promotion
Product & Offer
De velopment &
Re tirement
CaM
RM
Service Developm ent & Management
Service Strategy &
Planning
Se rvice Capability
Delivery
Se rvice Development &
Re tirement
CaM
CaM
AM
SLM
RM
ChM
Resource Development & Management
R esource Strategy
& Planning
R esource
C ap ability Delivery
CaM
AM
SLM
Reso urce Development
& Retirement
CaM
RM
ChM
Supply Chain Development & Management
©TeleManagement Forum April 2003
Su pply Chain
Strategy &
Pl anning
Su pply Chain
Ca pability Delivery
SLM
Su pply Chain
Development & Change
Man agement
SLM
RM
ChM
86
eTOM L2 Enterprise Management processes and ITIL processes
Enterprise Management
Strategic & Enterprise Planning
Enterprise Risk Management
AM
SLM
Business
Development
Strategic Business
Planning
CaM
Enterprise
Architecture
Management
SLM
Group Enterprise
Management
Financial & Asset Management
Business ITSC
Continuity
Management
Security
Management
Fraud
Management
CM
Audit Management
Insurance
Management
Enterprise Effectiveness Management
CaM AM
FM
F inancial
Management
Asset
Management
Process
Management &
Support
Procurement
Management
Knowledge & Research Management
CaM
Knowledge
Management
Research
Management
AM
Enterprise
Quality
Management
Program &
Project
Management
Enterprise
Performance
Assessment
Facilities
Management &
Support
Workforce
Development
Employee &
Labor Relations
Management
Hu man Resources Management
SLM
Technology
Scanning
HR Policies &
Practices
Organization
Development
Workforce
Strategy
Community
Relations
Management
Shareholder
Relations
Management
Board &
Shares/Securities
Management
Stakeholder & External Relations Management
CM
Corporate
Communications &
Image Management
Legal
Management
Regulatory
Management
ITSC
87
Legend
Service Support
Service Delivery
SD
Service Desk
SLM
Service Level Management
IM
Incident Management
AM
Availability Management
High
correlation
IM
IM
PM
Problem Management
CaM
Capacity Management
ChM
Change Management
ITSC
IT Service Continuity
Management
RM
IM
Release Management
FM
CM
Medium
Correlation
Configuration Management
Financial Management
for IT Services
Low
Correlation
88
Comparison of ITIL processes with eTOM level 2 processes
ITIL
Function/Proc
ess
eTOM Level 2
Process
How ITIL supports the
management of customer
services
How ITIL supports the
management of internal IT
services
Service Desk
CRM Support &
Readiness
Customer
Interface
Management
Selling
………..
The Service Desk is the only
function within ITIL and acts
as the first point of contact for
the Customer/Users and well
as their interface to all the
other ITIL processes
…………..
Monitor usage of the Support
Services, provide appropriate
metrics (call logs, incident records,
RfCs raised, Service Requests etc)
Act as the interface to
…………………
Incident
Management
Customer
Interface
Management
Selling
Order Handling
Problem Handling
Customer
QoS/SLA
Management
Retention &
Loyalty
Service
Incident Management is the
key process used by the
Service Desk function in
fulfilling its functional
requirements
Incident Management
supports the capture,
processing and monitoring of
Service Requests (Requests
for Change (RfCs), enquires
etc) as well as Incidents.
Incident Management
Process Steps:
Classification and Initial
Support
89
ITIL-eTOM Mapping
Service Support
Service delivery
•
•
•
•
•
•
•
•
•
•
•
SD : 6,1,0
IM : 15,1 0
PM : 6,1,0
CbM : 6,1,0
RM : 4.8.0
CM : 12,10,3
SLM : 11,12,3
AM : 5,10,3
CaM : 6,11,2
FM : 2,9,2
ITSC : 0,6,2
eTOM Level 2 OPS(25), SIP(16), Ent(31)
90
eTOM and ITIL terminology
ITIL Term
Definitione
TOM Equivalent Term Definition
Alert
Warning that an
incident has occurred.
Asset
Component of a
Resource
business process.
Assets can include
people, accommodation,
computer systems,
networks, paper records,
fax machines, etc.
Resources represent physical
and non-physical components
used to construct Services.
They are drawn from the
Application, Computing and
Network domains, and
include, for example,
Network Elements, software,
IT systems, and technology
components.
Availabil
ity
Ability of a component
or service to perform its
required function at a
stated instant or over a
stated period of time. It
is usually expressed as
The ability of an item to be in
the state to perform a required
function at a given instant of
time or at any instant of time
within a given time interval,
assuming that the external
resources, if required, are
provided. Note that this
Alarm
Availabili
ty
performa
nce
Comment
An alerting indication of a
condition that may have
immediate or potential
negative impact on the state
of service resources, e.g.
network element, application,
system, etc.
Within ITIL the concept of
Availability covers both
eTOM terms.
91
Ordering Level 2 Process Flow
92
Ordering process dynamics flow
93
Incident management
– Infrastructure failure (internal escalation)
Incident
occured
Incident detection and recording
Problem
reported by
customer
Manage
contact
Incident ownership, monitoring,
tracking and communication
Track and
manage problem
Report
problem
Track and manage
resource trouble
Service request
procedure
Classification and
initial support
Evaluate
and qualify
problem
Investigation and diagnosis
Believed to be
an optional flow
after diagnose
problem and
before plan and
assign resolution
Isolate
problem
and initiate
resolution
Survey and
analyze
resource
trouble
Diagnose
problem
Report
problem to S/P
Localize
resource trouble
Resolution and recovery
Correct and
recover
resource trouble
Manage S/P
problem
resolution
Plan and assign
resolution
Incident closure
Close resource
trouble
Close and
report
Close problem
Since resolution
and recovery occurs
within the
supplier/partner's
domain once the
supplier/partner has
notified that the
incident has been
resolved that it is
closed out with
the customer
M.3050SUPP.1(07)_F09
Incident
closed
94
Incident management service request (standard pre-approved changes)
95