AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Introduction to OSS Yossi Nygate, PhD VP Strategy and Architecture August, 2011 1 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION What is a Network? > Connection Oriented (Circuit Switching) > > > Connectionless (Packet/Cell switching) > Data is divided into packets – route each packet takes can vary > Packet sizes can change, cell sizes are constant Quality of Service (QoS) > > > Rings – additional hardware > Rerouting – additional intelligence (Semi)Intelligent device that selects a path for sending a unit of data to its next destination Transmission Media > 2 Technologies to support high reliability Network Element (switch/router) > > Throughput, delay, jitter Rings and Rerouting > > Dedicated path used for duration of service Twisted pair, Coax, Fiber Optics, Air Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Network Technologies > Synchronous Digital Hierarchy (SDH), SONET, (PDH) > > > > > > Extremely High Speed – up to 100GB Long distance connectivity, highly reliable Dedicated bandwidth – connection oriented (trails) Architecture: Rings and Lines Use of multiple colors – Dense Wave Division Multiplexing (DWDM) Asynchronous Transfer Mode (ATM), Frame Relay (F/R) > Integrated support for QoS > > > > > > > Flexible but inefficient and expensive Architecture: Hierarchical Internet Protocol (IP) > > > > > 3 Applicable for Voice, Data, Video Connection oriented (PVC, SVC) Fairly reliable Up to 2.5GB Very High Speed – up to 10GB Connectionless No QoS, poor reliability Simple, ubiquitous, and inexpensive Architecture: Directed Acyclic Graph Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Multi Layered Services Layer 7 Application Layer 3 IP Network Vendor H Vendor K Layer 2 ATM/FR Vendor F Vendor G Vendor D Layer 1.5 SDH/SONET Vendor E Layer 1 Optical - DWDM Vendor A 4 Information Security Level 2 – Sensitive Vendor C Vendor B © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION The Network - What’s in there? > Thousands of thousands of different types of physical resources: > Infrastructure: Cables: fibre, copper, coax > Wireless equipment: antennas, microwaves, satellites > Different boxes: DSLAM’s, SDH/SONET, DWDM, switches, routers, repeaters > Sites: Central office, street cabinets, cell sites > And logical resources: > IP addresses, phone numbers, IP application (VLAN’s) > Multiple vendors > Numerous mergers and acquisitions 5 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Evolving towards Next Generation Networks 6 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Network Management Functionality ITU X700 > Use of Manager and Agents > > Protocols such as SNMP (Simple Network Management Protocol), TL1 (Translation Language 1), MMI, Q3, CORBA Element Manager System Manager Functionality > Fault > Detection, isolation and correction of abnormal operation > Configuration > > > Change the configuration Collect information about the current condition Announcements of significant changes in the condition Agent Agent Agent Agent > Accounting > Keeping track of service usage by customers > Performance > > > Gather statistical information Thresholding Maintain and examine logs of system state histories Managed Network Elements – NE, Ring, Group, Subnetwork, > Security > 7 Creation, notification, deletion and control of security services and events Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Fault Management > Alarm Surveillance > > > Alarm reporting and summary Fault Filtering and Localization Use of thresholds > Fault Anticipation > Alarm Correlation > > > > Handle Event Storms Determine Underlying Fault Automate Corrective Actions Actions Conditions Traps Polls Fault Correction > > > 8 Notify Platform Page Email Forward alarms (X.733) Trouble tickets (X.790) Service test, circuit, test, loop backs Information Security Level 2 – Sensitive NE Agents © 2011 – Proprietary and Confidential Information of Amdocs Poll Response AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Example Alarm Displays 9 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Network Display and Correlation 10 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Configuration Management > Inventory > > > Current status of each entity – What is available, what is in use, what is planned Keeping track of device settings and how they function Provisioning > > > > > > > 11 Define configuration information Set and modify attribute values Provision resources upon request – Design and Assign – Automatic path finding Define and modify relationships Initiate and terminate network operations Distribute software Set clock Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Trail Manager 1. Point & Click at the service you want 2. Drag and Drop to desired port(s) 1. Select end point and relevant constraints 12 2. Select end point and choose path Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Accounting > Keeping track of service usage by customers > Produce usage records - resources include > > > > 13 Requirements – Sender – Receiver – Number of packets/time (rate base versus time based usage) – QoS tracking Service Communication facilities Computer hardware Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Performance Management > Performance Monitoring – sample various metrics > > > > > > > Performance Management Control > > > Alarm Thresholds Traffic control Performance Analysis > > > 14 Traffic distribution Percentage of packet types Distribution of packet sizes Delay distribution Collisions, CRC errors, Dropped packets Channel Utilization Record statistics for further analysis - network trends. Effect of traffic load Define a stable network Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Performance Management 1w 1w NM-10395.1 Performance Statistics Daily 15 minute Showing counts from: 13:00 15Dec94 Network Element 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 10 Main Main Main Main Main Main Main Main Main Main Main Main Main Main Main Main Unit Parameter STM16 STM16 STM16 STM16 STM16 STM16 STM16 STM16 STM16 STM16 STM16 STM16 STM16 STM16 STM16 STM16 Line Rx CV Line Rx ES Line Rx SES Path Rx CV Path Rx ES Path Rx FC Path Rx SAS Path Rx SES Path Rx UAS Line Rx CV Line Rx ES Line Rx SES Path Rx CV Path Rx ES Path Rx FC Path Rx SAS 13:0013:15 13:1513:30 13:3013:45 13:4514:00 14:0014:15 14:1514:30 14:3014:45 14:4515:00 983 50 2 320 26 . . . . 836 44 1 223 27 . . 916 38 3 340 48 . . . . 554 39 4 377 6 . . 854 17 4 101 28 . . . . 813 35 8 473 28 . . 813 22 2 492 41 . . . . 906 27 1 249 20 . . 565 51 8 342 45 . . . . 644 45 1 252 18 . . 791 16 6 304 38 . . . . 685 41 8 175 17 . . 604 48 7 326 10 . . . . 644 28 4 445 19 . . 585 25 6 405 33 . . . . 917 11 8 443 27 . . List Options Reset List Replace list with requested statistics Add requested statistics to list Done 15 Alt+Return Save Early detection enables proactive correction of developing troubles Increase revenues by selling SLAs Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs 16 AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Security > User management - Access Security > > > > Identification, Authentication, and Authorization Scoping, Functionality Audit Trail Tracking security events and producing alarms. > Data Encryption: public key, private key, session key > Identifying attack attempts and blocking them. > Blocking malicious contents (viruses, worms, etc). > Intrusion Recovery 16 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Management Protocols > SNMP - Simple Network Management Protocol > > Use of TCP/IP stack (SNMP over UDP over IP) Use of Management Information Base (MIBs) > > > > > Standard for IP networks and becoming the de-facto management protocol > Can be used for Fault, Performance, Configuration > > SNMPv3 was to include greater capabilities - but still pending Drawbacks with respect to scalability and security > > 17 Standard (over 2000) Experimental Enterprise specific Manufactures define and publish proprietary MIBs Billing Mediation via bulk transfer of AMA or CDR Security to be addressed in SNMPv3 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION MIB support Internet Standard MIB Support nt::={ enterprises 562} magellan(2) products(1) common(2) management(3) other bnr ar passport(4) cs... concorde(5) other magellan ar cs... passpor t(1) passpor t(2) concor deCSM(3) concr odeILMI(4) dpnPr oxy(5) mibs(1) components(2) contexts(3) parties(4) usefulDe¼nitions(1) transactions(1) transactionContext(1) passpor tTCs(2) prov(2) responseContext(2) transactionAndResponseContext(3) standardMIBs(3) passpor tTraps(3) base(4) dcs(4) frameRelay(5) bcs(5) dpnGateway(6) trunk(6) pors(7) voiceSer vice(7) vtds(8) other contexts... friUni(8) htds(9) logicalPr ocessor(9) btds(10) shelf(10) dpnBaseRouting(1 1) other ¼rst level components... topology(12) other mibs ... MibII dsxMib x25DteMib etc. x25r1dot0(1) x25r1dot2(2) x25r1dot3(3) frameRelayR2dot0(1) x25r2dot0(4) frameRelayR3dot0(2) frameRelayR3dot1(3) frameRelayR3dot2(4) 18 Information Security Level 2 – Sensitive RFC1155 RFC1157 RFC1212 RFC1213 RFC1354 RFC1447 RFC1450 RFC1471 RFC1472 RFC1473 RFC1474 RFC1493 RFC1512 RFC1643 Structure of Management Information Simple Network Management Protocol Concise MIB Definitions Management Information Base II (MIB II) SNMP IP Forwarding Table MIB Party MIB for Version 2 of the SNMPv2 MIB for SNMPv2 MIB for the Link Control Protocol of the PPP MIB for the Security Protocols of the PPP MIB for the IP Network Control Protocol of PPP MIB for the Bridge Network Control Protocol PPP Definitions of Managed Objects for Bridges FDDI Management Information Base Ethernet-like Interface Type MIB © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION What are Operation Support Systems (OSS) > OSS is a set of systems providing processes, data, and applications to help Service Providers, plan and build, provision and maintain their services and networks > Leverage capabilities provided by Element Management Systems (FCAPS) to provide consolidated view across all technologies and networks Plan and Build Provision Enterprise Voice Data Maintain Video OSS Cable 20 DSL Information Security Level 2 – Sensitive Broadband Wireless © 2011 – Proprietary and Confidential Information of Amdocs Backbone AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION How Things Were 21 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Inventory Systems > Model Service and Network Inventory used by all OSS processes > Planning - Information on current and planned capacity usage > Fulfillment - Service and Resource provisioning APIs > Assurance - Topology based correlation > All technologies > All services Network Inventory Auto-Routing Engine Design and Assign Services > All vendors > Service Providers always have multiple inventory systems 22 Information Security Level 2 – Sensitive GUI Physical Reports > Auto-discovery Logical Reconciliation Engine Survivability Analysis Impact Analysis © 2011 – Proprietary and Confidential Information of Amdocs Reports > Support AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Physical and Logical Inventory 23 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Service Inventory 24 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Traffic Modeling 25 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Schematic View Planned resource shown with dotted lines Capacity shown in color coded links 26 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Outside Plant and GIS 27 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Process Management > Process Engines are tools to design, deploy, execute and monitor business processes > Similar to flow charts except one can use a designer to build the process flow and then directly execute the process Start Step Decision condition Iteration Root context shared with sub-process Wait duration Alarm Precondition Parallel Serial End Step While Do Do While Ad hoc 28 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Process Example Order includes • Delivery date • Combination of service types • Location Fail • Etc. Analyze Order Provision Access Fail Provision Voice Voice? Success Fail Success Provision Internet Notify Billing Dependent upon total Internet? bandwidth and quality of service required Wireless? Provision Wireless Success Fail 29 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Capabilities > Model flow conditions > If A, then B else C > Iterations > For, while….. > Step types > > Manual Automatic > Wait > Until…… > Alarms > If no response then….. > Preconditions > Do A if B is true > Hierarchical > 30 Sub-processes Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Process Designer 31 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Operations Support and Readiness Plan and Build Forward-looking Capacity Planning Top-Down Demand/resource mapping Demand Forecast Demand routing Resource allocation > Long-/medium-term oriented > Top-down oriented approach > Typical use case: - Forward looking capacity plan - What-if analysis - Changes to network structure Abstract layered network model Forecasting Network Inventory Proactive Capacity Management Utilization trending > > > > Network Measurement Bottom-Up 32 Network Utilization Trend Analysis Information Security Level 2 – Sensitive Medium-/short-term oriented Ongoing utilization monitoring Adaptive capacity augmentation Typical use cases: - Analyze capacity trends -“Just-in-time” capacity adjustment - Dynamic thresholding © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Planning Domains Radio / Cell Parameters 3GPP resource facing services e.g. Iub, S1, X2, IuPS, Gn, Gr Technologies e.g. GSM, UMTS, LTE Mobile Devices e.g. MME, S-GW, HSS, MSC, GSNs, IMS, INs Devices e.g. BTS/BSC, NodeB/RNC, eNB Access Network Core Network Auxiliary Devices e.g. PSU, GPS Transmission Devices e.g. Line Systems, Multiplexers, Cross-Connects, Routers, Switches, ODFs, DDFs Multi-layered Transport (Transmission) Network OLO services 33 Auxiliary Devices e.g. Power Plant, IT Servers PTP Servers Information Security Level 2 – Sensitive Technologies e.g. IP, MPLS VPNs, Ethernet, ATM, FR, PDH SDH/SONET, WDM © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Capacity Management Thresholds severity levels facilitate problem reporting > User configurable severity levels aid prioritization > Rapid pinpointing of capacity issues > > 90-100% - Critical 75-90% - Warning Port, VLAN, bearer, Power, etc. Can be used against current or trended data 0-25% - Minor Threshold breaches drive proactive actions > 34 Event triggering e.g. Circuit Example > An email to a capacity planner > Event forwarding to event management systems/dashboards Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Trend Management > > 35 Ensuring that the network is sized correctly > Understand what’s out there and how it’s being used > Identify under-utilized network > See what new demand is coming > Determine what and when to build Allowing the operator to > Create the “Service Ready Network” > Reduce capacity shortfalls and order fallout/delay Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Site Management > Site Management > Model the usable space in a site i.e. the perimeter and layout of an equipment room > Power and HVAC > Model power supplies, generators, airconditioning units and their capabilities > Zone Management > Represent the relationships between a supply (e.g. power) and the parts of the site that it serves > Device Placement > Ensure equipment is installed in a suitable location with sufficient power and cooling > Google Map Integration 36 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Frequency Management 37 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Planning Process – Top Down > Receive from Marketing organization requirements on new services or estimates on take up of new offer by region, e.g. > Creation of a new business center or residential neighborhood > New high speed service such as 20 MB broadband or video calls > Use inventory systems and current network utilization, to plan what expansion is needed > Access, backhaul, core > Perform network build process, e.g. > > > > 38 Adding new switches, cards or other equipment Installing new fibers Allocate new frequencies Support new technology – 3G, 4G, LTE, Ethernet Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Planning Process – Bottom Up > Monitor the network and resource utilization in inventory systems > Determine where and when there is lack of capacity > Use of current utilization and trending analysis > Design what expansion is needed > Access > Backhaul > Core > Perform network build process, e.g. > > > > 39 Adding new switches, cards or other equipment Installing new fibers Allocate new frequencies Support new technology – 3G, 4G, LTE, Ethernet Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Planning Cramer Client Framework & SSO Resource Management Client Planning Client Planning Engine Trend Planner Bottom-up Trending StrategicCapacity Capacity& Utilization Management & Planning Historic Trends Planning Data Model PM Systems Capacity Cap. &&Util. & Utilization Cap. Util. Snapshots Snapshots Snapshots Routing, Topology & Analysis Algorithms e.g. for MPLS Top-Down Future Trends Dyn.Thresholds CRM / Marketing Planning Packs Translating Demand into Resources Enterprise Resource Planning Scenario Planning Consolidation Resource Manager Committed Plans Site Planner Space, Power, Cooling Resource Management Capacity Management Resource Planning 40 Information Security Level 2 – Sensitive As Built Network Resource Planner Standard Builds Threshold Management Threshold Breaches © 2011 – Proprietary and Confidential Information of Amdocs Business Administration Monitoring AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Service Fulfillment > Allocate and activate resources to support new customer services e.g. Quad play offering for $100 per month > Broadband – e.g. 10 MB/sec per weekday and 20 MB/sec on weekend > Voice – 1000 domestic minutes plus international calls at 10c per minute > Wireless – 1000 SMS, 500 domestic voice minutes, and1GB of data . If exceeded, costs are 1c per SMS or voice minute or MB > TV – 50 basic channels s and 4 sports channels > Use process engine to model the top down following flow > Decompose customer order across multiple inventory systems > Design and assign relevant resources from each system > Distribute design actions across multiple activation products, partners and technicians 41 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Order Capture > > > Offer customer different combination of services > Voice > Data > TV > Wireless With various price plans > Voice minutes > Data speed > Data volume > TV Channels > Number of SMSs Support multiple order actions > 42 Provide, change, cancel, suspend, amend Information Security Level 2 – Sensitive Not feasible to define a process to model all options as the number of combinations are O(2𝑛 ) © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Order Decomposition and Orchestration > > > > Receive customer order and decompose into corresponding service and resource components Map each component into corresponding process fragment Orchestrate the dependencies and execution of each process fragment Execution of the each process fragments using industry leading process engine Decompose Service Order Manager Ordering _ Service Order Bundle Order _ _ Project Order Service Order _ Service Order Process Process Process Process Orchestrated Processes 43 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION 44 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs Details…> AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Decomposed Fulfillment Specification C_Broadband Init Init MSI Create MSI CPE_Design MAN Design CPE_Dispatch Dispatch Access Ethernet Design Design 1 Initiation r_retail_Access 2 r_network r_IP Legend Blue – Services Pink – Activities Black – Activity Implementation Red – Fulfillment Phase 45 Information Security Level 2 – Sensitive Network Design MAN Design IP Design MAN Design AAA Activate Security_Profile_Activate MAN Activate implementation Implement r_AAA Complete MSI Complete © 2011 – Proprietary and Confidential Information of Amdocs Design Activity Plan Service Plan (CFS/RFS) r_CPE 3 Implementation 5 Completion AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Order Decomposition and Orchestration > Decompose a customer order into set of services and resultant process fragments with corresponding due date Send each service to corresponding inventory system or business partner, e.g. > > Manage order dependencies, e.g. > Customer makes change in the middle of the order to increase their bandwidth Information Security Level 2 – Sensitive Service Business Partner Provision wireless first and then voice and internet in parallel Manage order changes, e.g. > 46 Decomposition Service > Voice and Internet via own network and wireless through a partner Customer Order Capture Order > Inventory Inventory © 2011 – Proprietary and Confidential Information of Amdocs Inventory AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Inventory > > 47 Information Security Level 2 – Sensitive For each service perform design and assign to determine the set of tasks that need to be executed to provision the service Send resulting tasks to corresponding systems for execution © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Activation Customer Interfaces Service Reps Voice Response Field Techs Soft Dial Tone Business and Operations Support Systems Customer Care Internet / WWW Others SRP1 ------------- CSDLs ASDLs Scripts ~~~ ~~~ ~~ ------- SRP3 > Use of the Configuration capability of FCAPS > Used for automatic actions SRPn OCA OCA Client Common Service Description Layer (CSDL) ----- SARM ----- --~~~ ~~~ ~~ SRP2 Use of activation systems to execute the tasks determined by the inventory systems using the API of the corresponding element management system Other Systems Order Management ASAP - Convergent Activation Platform Services > ~~~ ~~~ ~~ AIMS Atomic Service Description Layer (ASDL) NEP1 NEP2 NEP3 NEPn ISP Network Domains, Elements and Element Managers Switches IN SCPs IPs / Adjuncts MSCs / HLRsxDSL IP ATM / FrameSONET / SDH Others Convergent Communications Domains 48 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Work Force Management Customer Care Intelligent Appointer Optimal (least cost/time) allocation of the manual tasks determined by the inventory systems to assign a qualified and available field technician HandHeld Win 95/98/2000 CE 3.0 Work Orders Assignment > Type/category > Location and driving time Field Force > Importance Automation > Skills > SLAs > Commitment times > Work instructions 49 Network Operations & Monitoring Information Security Level 2 – Sensitive PSTN Data GPRS Taskforce For Field Oracle People Geography Tasks Skills © 2011 – Proprietary and Confidential SLAsInformation of Amdocs Control & Operations AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Order Tracking Customer Notification Order Tracking Fallout, Task & Jeopardy Management , BAM Order Initiation Indicative Feasibility and Serviceability Configuration and Validation Order Placement Negotiation and Validation Eligibility Rules Calculate Quote Capture Order Tracking Product to Services Decomposition Rules Compatibility Rules Feasibility Check Technical Project Order Technical Orchestration Service and Resource Feasibility Check Information Security Level 2 – Sensitive Report Order Status Commercial to Technical Order Decomposition Notify Billing & other BSS Systems Order Completion Fallout, Task & Jeopardy management , BAM Technical Service Orders 3 Phase Decomposition Service Inventory Query Ongoing updates Commercial Order Management Quote Technical Order Management Amdocs Service Management Amdocs Service & Resource Inventory 50 Customer Information Order Request Amdocs Enterprise Product Catalog Central Product and Service Catalog Amdocs Ordering Amdocs Multi-Channel Selling End-to-End Order Fulfillment Process Design and Assign © 2011 – Proprietary and Confidential Information of Amdocs Order Fulfillment Completed Fulfillment and Service Order Tracking Implement and Activate Inventory Update AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Service Assurance Top Down and Bottom Up > Ensure that the network is performing correctly > > > Correlate network problems and identify root cause using inventory data > Create corresponding network trouble tickets and execute resolution processes to resolve them Ensure the Customer Experience > Collect problem reports from customer > Correlate customer complaints and network problems > > 52 Collect and analyze fault and performance data from multiple networks using FCAPS capabilities of the EMSs Trouble Ticketing CRM Manager Of Managers IP IP Voice Voice ATM ATM Proactively notifying customers when issues occur Prioritize restoration based on customer SLA or loss of revenue Information Security Level 2 – Sensitive SLA © 2011 – Proprietary and Confidential Information of Amdocs SDH SDH SDH DWDM AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Fault - Manager of Managers 53 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Performance - Manager of Managers 54 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs 16 AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Customer Focus Service Assurance Solution Customer Trouble Tickets Tickets and Cases Service Focus Re-provisioning of Service Service Assurance Suite FOH/ BOH Problem Management Network Trouble Tickets Automatic Resolution Processes Manual Resolution/WFM Verify Resolution KQI Violations Service Quality Management Network Focus Inventory 55 Fault Fault Management Fault Management Management Information Security Level 2 – Sensitive Performance Management Radio Access Network Testing Core Service platform & Network application servers © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION OSS Solution Architecture Customer Billing Ordering Feasibility Checks, Order Fulfillment Planning Engine Network Build Network Optimization TTs/ KPI violations Fault/Perf/SLA Management 56 SOM SCM/EPC Design and Assign Inventory Queries Discovery B2B RM BSS OSS Manual Tasks Work Force Number Management Number Management Work Orders, Jobs Legacy Legacy Inventories Legacy Inventories Inventories Activation Activation Requests Inventory Information Security Level 2 – Sensitive Partners © 2011 – Proprietary and Confidential Information of Amdocs Activation AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION The eTOM 57 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION eTOM– Level 3 58 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION Thank You 59 Information Security Level 2 – Sensitive © 2011 – Proprietary and Confidential Information of Amdocs