Global Standards Collaboration (GSC) 14
DOCUMENT #:
GSC14-PLEN-026
FOR:
Presentation
SOURCE:
CCSA
AGENDA ITEM:
Opening Plenary 6.9
CONTACT(S):
Mr. Zhao Ping, zhaop@gsta.com
Status of ICT Management and
Operation (ICT M&O)
Zhao Ping, Qi Feng
CCSA
Geneva, 13-16 July 2009
Fostering worldwide interoperability
About ICT Management & Operation
（M&O）
ICT M&O
ICT infrastructure M&O: Core network, AN/HN, Terminal.
ICT service M&O: Voice/Video/Data/Application service.
ICT business M&O: Partnership/Business mode
ICT M&O service
ICT management & Operation as a service
ICT M&O standards
Wisdom
C2B
Knowledge
Information
Strategy &
Commit
Operations
Infrastructure Product
Lifecycle
Lifecycle
Management Management
Marketing & Offer Management
Operations
Support &
Readiness
Fulfillment
Assurance
Billing
Service
Strategy
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
Data
Enterprise Management
Signal
Interface
Function
Geneva, 13-16 July 2009
Information
Service
Design
Customer Relationship Management
Strategic & Enterprise
Planning
Financial & Asset
Management
Enterprise Risk
Management
Enterprise Effectiveness
Management
Stakeholder & External
Relations Management
Knowledge & Research
Management
Service
Operation
ce
rvi
Se nt
e
al
nu em
nti ov
Co Impr
Q
Continual Service
Improvement
Customer
Strategy, Infrastructure & Product
ITIL
Service
Transition
Co
nt
Im inua
pro l S
ve erv
me ice
nt
B2B
Human Resources
Management
eTOM
Fostering worldwide interoperability
ITIL
2
Highlight of Current Activities(1)
CCSA
ICT infrastructure M&O standards:
Completed：NGN/IMS management architecture
Completed: Technical Requirements of IPTV Management Interface
Deliverable: Mobile wireless AN management.
ICT service M&O standards:
Completed：IPTV service management architecture.
Completed：IPTV service quality measurement.
Deliverable: P2P management.
Deliverable: Mobile Web service management.
ICT M&O service standards:
Completed：ICT M&O service framework
Completed：ICT M&O service definition
Deliverable：ICT M&O service management processes
Deliverable：ICT M&O service support system requirements
Deliverable：ICT M&O service database requirements for
configuration management.
Promoting SP/NO’s new requirements.
ITU-T Q13/SG2
CJK9
Geneva, 13-16 July 2009
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Highlight of Current Activities(2)
ITU-T: NGNM, B2B, B2C, Management
interface.
TMF: eTOM, SDF, SID.
BSI: ITIL-lifecycle.
ISO/ICE: ISO20000 –processes.
ISACA: COBIT.
Geneva, 13-16 July 2009
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Strategic Direction (1)
Common architecture for ICT M&O with different SDOs
harmonization.
ICT service M&O to keep up with the pace of new ICT
service development today and the new relationship among
roles of SP, NO, enterprise or individual customer and user.
ICT business M&O to support partnership management and
business mode management.
ICT M&O service to make ICT infrastructure \service
\business M&O as an available service.
ICT M&O implementation technologies such as SaaS, cloud
computation, B2B, B2C etc.
Methodology for ICT M&O standards’ continuous
development.
Geneva, 13-16 July 2009
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Strategic Direction (2)
New priority requirements from SP/NOs:
focusing on how to manage SP/NO world from
the aspects of current telecom operators like
China Telecom, China Mobile, which are
playing SP/NO roles and facing the newlychanging requirements.
Customer Self-service.
Customer Identification Management.
Huge number of service management.
Products Lifecycle Management.
Terminal management.
Geneva, 13-16 July 2009
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Challenges (1)
Adapt to the changing factors in ICT environment:
New ICT technologies appearing.
Fast-pace ICT service evolution.
Diversified ICT business mode and roles.
Manage the convergence of communication (telecom) and
IT technologies, and its convergent business operation and
roles such as NO and SP roles, SP and NO customers, SP
and NO services, etc. which are so different from traditional
telecom management.
Harmonize the SDOs’ standards work since each SDO has
its own standards in one specific area in ICT M&O standards
field.
Barriers exist in ICT management and operation standards
because of the different culture ,different understanding
about ICT etc.
Geneva, 13-16 July 2009
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Next Steps/Actions (1)
Develop standards about the common ICT M&O
architecture with SDOs harmonization.
Focus upon ICT service M&O
IPTV OSS.
online game management.
P2P management.
eWallet management etc.
Improve the standards about ICT M&O service.
Service category and its definition.
Service quality and SLA.
Process, activities, support systems.
Combination of TMN, eTOM, ITIL, etc.
ICT M&O system implementation technologies.
Geneva, 13-16 July 2009
Fostering worldwide interoperability
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Next Steps/Actions (2)
Track the new priority ICT M&O requirements from
SP/NOs:
unique SPs management
Convergence of NO customers and SP users.
Customer self-service /Customer Identification
Management.
Huge number of SP/NO services management
Product Lifecycle Management
Terminal management.
Cooperate with other SDOs to share the thoughts
and working way.
Geneva, 13-16 July 2009
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Proposed Resolution [optional]
None.
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Supplementary Slides
Geneva, 13-16 July 2009
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Understanding ICT
ICT infrastructure: Core/Access Network + Terminal
End
NGI
HN
NGN
Intranet
ICT service
Voice/Video/Data
Information /Application service including P2P, online game,
eWallet etc.
ICT business
Value chain /partnership, such as SP/NO
Business mode
ICT M&O Roles
Service Provider /Network Operator (SP/NO)
Enterprise /Family /Individuals
Geneva, 13-16 July 2009
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ITIL and eTOM - Working
Together
SP Business
Process Needs
IT Good Practice
Needs
Continual Service
Improvement
Customer
Strategy &
Commit
Infrastructure Product
Lifecycle
Lifecycle
Management Management
Operations
Support &
Readiness
Fulfillment
Assurance
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
Financial & Asset
Management
Enterprise Risk
Management
Enterprise Effectiveness
Management
Stakeholder & External
Relations Management
Knowledge & Research
Management
Service
Design
Service
Strategy
Service
Operation
ce
rvi
Se nt
e
al
nu em
nti ov
Co Impr
Marketing & Offer Management
Strategic & Enterprise
Planning
Final Result
Operations
ITIL
Service
Transition
Human Resources
Management
eTOM
Process Flows
ITIL Good
Practices
Co
nt
Im inua
pro l S
ve erv
me ice
nt
Strategy, Infrastructure & Product
Conclusion:
eTOM and ITIL can offer
complementary value
eTOM Business
Flows
that Deliver
ITIL
Good Practice
Services
Filter &
Reconcile
Geneva, 13-16 July 2009
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Current CCSA standards list
ICT M&O standards：
NGN management architecture.
IPTV management architecture.
IPTV end-to-end QoE measurement.
IPTV terminal management.
P2P management.
ICT M&O service:
ICT M&O service
ICT M&O service
ICT M&O service
ICT M&O service
ICT M&O service
management
Geneva, 13-16 July 2009
framework
definition
management processes
support system requirements
database requirements for configuration
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ICT M&O service framework
SLA
Workflow
Management
Framework
Outsourcing ICT
M&O service
WorkingPeople
Activities
Management
Interface (F)
ICT M&O service framework
System
Process
Managed Objects
Outsourcing ICT
M&O service
System
Management
interface (Q)
Geneva, 13-16 July 2009
SLA
Fostering worldwide interoperability
Information
Model
15
ICT business today - SP/NO
Future Telecom Business Transformations
Service Provider (SP) - 1000 +
VoIP, IPTV, OnlineGame, eCommerce,
Searching, BestTone, IM, VAS, CP/SP etc.
Tier 3 Operators
GSM/3G, NGN/IMS, internet, PSTN,
Wimax, LTE/B3G, ICT, BroadBand etc.
Tier 2 Operators
Fiber, Copper, Duct,
Physical media, etc.
Tier 1 Operators
Infrastructure Network Operator (NO) -10+
Geneva, 13-16 July 2009
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SP/NO business evolution
NO
SP/NO
Later-SP/NO
Number of Service
Category
10+
1000+
10000+
M&O Customer
involvement
No
Interaction
Experiencing-try
Purchasing
Way
Order
Order
+ OnlinePay
eCommerce
Business
Mode
Fixed and single
Sharing
Flexible
Network
Importance
Owning
Renting
Cheaper
Past
Geneva, 13-16 July 2009
Now
Future
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Different management
requirements
SP/NO Management
NO Management
Manage 10+ NO service
Service management
functions
FAB
Order purchasing
Single CRM
Network management
Geneva, 13-16 July 2009
SPs or business mode
management
Manage 1000+ NO service and
SP service both
Service and products
management functions:
FAB
Self-service
Order purchasing + Onlinepay
Multi CRMs
Network management:
Terminal management
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SP/NO’s priority requirements
•Customer Identification Mgt.
•Online service purchasing
•Unique SPs management
Customer Management
•Support 1000+ service
•Product lifecycle management
•Service package & logic
management
•Self-service management
•New service management
•Hotspot service management
Service Management
Management
Processes
Network Management
Terminal Management
•FCAPS
•Application-oriented
•Service strategy
management
•Network ID management
OSS
•Higher effective, lower cost
coordination cross customer,
service, network, terminal
and OSS.
Geneva, 13-16 July 2009
•Support new feature
•Support new process
•Terminal management
•Terminal-service
correlation
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SP/NO scenario: NO-users vs SP-users
Service Provider (SP)
SP1-User
SP3-User
VoIP, IPTV, OnlineGame, eCommerce,
Searching, BestTone, IM, VAS, CP/SP etc.
GSM/3G, NGN/IMS, internet, PSTN,
Wimax, LTE/B3G, ICT, BroadBand etc.
SPn-User
SP2-User
SP+NO
NO-User
Fiber, Copper, Duct,
Physical media, etc.
Infrastructure Network Operator (NO)
Geneva, 13-16 July 2009
Unique account management or
Customer Identity management
between SP and NO is needed.
Mobility management is
necessary.
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END
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