DOCUMENT #:
GSC13-PLEN-24
FOR:
Presentation
SOURCE:
CCSA
AGENDA ITEM:
Plenary; 6.10
CONTACT(S):
klp_lucy@hotmail.com
ICT Service Management and
Operation
CCSA
Submission Date:
July 1, 2008
Highlight of Current Activities
• ICT Service Architecture
– ICT Service definition
– ICT Management Service definition
– ICT Operation Mode
• ICT Service Management and Operation Architecture
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ISO: OSI System Management
ITU-T & TMF: TMN & NGOSS
ISO & BSI: ISO 20000 & ITIL
IETF: SNMP
Architecture Harmonization
• ICT Service Management and Operation Technologies
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Management Information Model
ICT Service Measurement
SOA-based Management and Operation System Design & Implementation
Service Science, Management, and Engineering
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Strategic Direction
• Horizontal: SPNO→Intranet →HN →End-Customer
NGI
End
HN
Intranet
NGN
• Vertical (TMN Context)
B2B
C2B
Wisdom
Knowledge
Information
Data
Signal
Q
Interface
Function
Information
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Challenges
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ICT Environment (revolution)
– Telecommunication / Internet Communication / Unified Communication
Management and Operation Methodology (Harmonize or unify)
– System Management / TMN / eTOM(NGOSS) / ISO20000(ITIL) / SNMP
Operation Mode (Self Mgt.->Mgt. for Others, Self usage->Used for Others)
– Telecommunication Operation / Service Innovation
– Manage its own network / Manage others’ network
– For its own used Management Service / For others used Management Service
Organization (Coordination or Competition)
– ITU-T: SG2,4,12,13 / ISO / IETF / BSI
Technologies (Innovation and Selection)
– CMIP, CORBA / Web Service / SNMP
– Management / Measurement
– Management Interface / API
Management Information (Harmonization)
– Modeling Language: UML / GDMO / CORBA / XML / SMI
– Information Model
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Next Steps/Actions
• ICT Service Management and Operation Environment, Scope and
Targets
– Managed Objects
– Management, Operation and Business
• ICT Service Management and Operation Architecture
– Functional Architecture
– Physical Reference Architectures
• Required Management Information Models and Harmonization
– Methodology
– SDOs
– Information Models
• ICT Service Management Technologies
– System Technologies
– Interface Technologies
– Information Modeling Technologies
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Proposed Resolution
• Recognizing:
– that ICT has been used in many societies;
– ICT management and operation has been deployed or is to be deployed in many
regions and countries represented by the GSC Participating Standards Organizations;
and
– that the integration of ICT service management and operation and telecommunication
management will offer benefits with enhanced value to the public.
• Considering:
– that many GSC Participating Standards Organizations have begun work in the area of
ICT service management; and
– that there has been successful collaboration among many GSC Participating
Standards Organizations and ITU-T.
• Resolves:
– that the Participating Standards Organizations of GSC continue to support ICT service
management and operation standardization as a High Interest Subject;
– continue to bring a spirit of collaboration and mutual support to the development of ICT
service management and operation standards; and
– work to identify and present areas of standardization that relate ICT service
management and operation with other High Interest Subjects, such as ICT and health,
Home Networking, etc.
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Supplemental Slides
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CCSA Related Programs
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TC7
– IT operations and maintenance service management technical specification—Part1:
Architecture
– IT operations and maintenance service management technical specification—Part2:
definition of management service
– IT operations and maintenance service management technical specification—Part3:
management process
– IT operations and maintenance service management technical specification--Part4:
service management support system
– IT operations and maintenance service management technical specification—Part5:
Configuration management database
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TC3
– The Service Requirement for Unified Communication
– The Interface Technical Requirement of Instant Message and Voice Communication
Services for Unified Communication
– The Technical and Standardization Requirement for Unified Communication
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TC1
– Study on ICT Access standards system for Small and Middle sized enterprises
– ICT Access services requirement Technical for Small and Middle sized enterprises
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ITU-T SG4 Strategic Work Areas(1)
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Agile service management
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Management support for customer centric services
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Self-service c2b (processes)
Zero touch
Personalization
Safe'n'secure
Blended services
Context awareness
Support NGN business models
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Management support for agile service creation
Management of Service independent building blocks/components
Ensure scalability of new management solutions
Management of Service Quality
Management support for flexible Value Chain (multi providers)
Mass customization of services
Solutions must no longer assume monolithic SP/NO
Real Time or Near Real Time solutions required for b2b processes
Safe'n'secure
Support for new revenue streams e.g. Billing on Behalf of Others (BOBO)
Management of Service and Transport Resources
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Fixed Mobile Convergence
Easy accommodation of a (wide) range of resource types from a (wide) range of suppliers
soft devices – function rich devices
general purpose hardware
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ITU-T SG4 Strategic Work Areas(2)
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Management of Home networking
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Build on the IT Industry/Telecom management linkage
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Process automation building on Mainstream IT techniques
Telecom/IT convergence (management)
web-services
commoditization
Technology watch for NGN Management
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Remote service Gateways management Personalization and customer self-service
IPTV
QoS Management
Management delegation within Home Networks
Identify tomorrow’s problems
Analyze
Propose solutions
Centre of Excellence for NGN Management
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Gathering info
Harmonization (build on the work of SDOs and Forums)
Create an NGN Management Databases (e.g. GTDD)
Integrate management Solutions
Analyze the impact of regulations on management
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ISO/IEC Related Specifications
• ISO/IEC 20000 series
– ISO/IEC 20000-1:2005 Information technology -- Service management -- Part 1:
Specification
– ISO/IEC 20000-2:2005 Information technology -- Service management -- Part 2: Code
of practice
– ISO/IEC CD TR 20000-3 Information technology -- Service management -- Part 3:
Guidance for the scoping and applicability of ISO/IEC 20000-1
– ISO/IEC NP TR 20000-4 Information technology -- Service Management -- Process
Reference Model
– ISO/IEC NP TR 20000-5 Information technology -- Service management -- Part 5:
Incremental conformity based on ISO/IEC 20000
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• ISO/IEC 27001series
– ISO/IEC 27001:2005 Information technology -- Security techniques -- Information
security management systems -- Requirements
– ISO/IEC 27006:2007 Information technology -- Security techniques -- Requirements for
bodies providing audit and certification of information security management systems
– ISO/IEC 27005:2008 Information technology -- Security techniques -- Information
security risk management
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Others
• OGC/BSI
– ITIL V2
– ITIL V3
• ISACA
– COBIT
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