AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
Introduction to OSS
Yossi Nygate, PhD
VP Strategy and Architecture
August, 2011
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Information Security Level 2 – Sensitive
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AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
What is a Network?
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Connection Oriented (Circuit Switching)
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Connectionless (Packet/Cell switching)
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Data is divided into packets – route each packet takes
can vary
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Packet sizes can change, cell sizes are constant
Quality of Service (QoS)
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Rings – additional hardware
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Rerouting – additional intelligence
(Semi)Intelligent device that selects a path for sending a
unit of data to its next destination
Transmission Media
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Technologies to support high reliability
Network Element (switch/router)
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Throughput, delay, jitter
Rings and Rerouting
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Dedicated path used for duration of service
Twisted pair, Coax, Fiber Optics, Air
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Network Technologies
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Synchronous Digital Hierarchy (SDH), SONET, (PDH)
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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)
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Integrated support for QoS
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Flexible but inefficient and expensive
Architecture: Hierarchical
Internet Protocol (IP)
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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
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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
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Information Security Level 2 – Sensitive
Vendor C
Vendor B
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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
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Evolving towards Next Generation Networks
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Network Management Functionality
ITU X700
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Use of Manager and Agents
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Protocols such as SNMP (Simple Network Management
Protocol), TL1 (Translation Language 1), MMI, Q3, CORBA
Element Manager System
Manager
Functionality
> Fault
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Detection, isolation and correction of abnormal operation
> Configuration
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>
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Change the configuration
Collect information about the current condition
Announcements of significant changes in the condition
Agent
Agent
Agent
Agent
> Accounting
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Keeping track of service usage by customers
> Performance
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Gather statistical information
Thresholding
Maintain and examine logs of system state histories
Managed Network Elements –
NE, Ring, Group, Subnetwork,
> Security
>
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Creation, notification, deletion and control of security services and events
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AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
Fault Management
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Alarm Surveillance
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Alarm reporting and summary
Fault Filtering and Localization
Use of thresholds
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Fault Anticipation
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Alarm Correlation
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Handle Event Storms
Determine Underlying Fault
Automate Corrective Actions
Actions
Conditions
Traps
Polls
Fault Correction
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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
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Poll
Response
AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
Example Alarm Displays
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Network Display and Correlation
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Configuration Management
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Inventory
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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
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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
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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
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2. Select end
point and choose
path
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Accounting
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Keeping track of service usage by customers
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Produce usage records - resources include
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Requirements
– Sender
– Receiver
– Number of packets/time (rate base versus time based
usage)
– QoS tracking
Service
Communication facilities
Computer hardware
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Performance Management
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Performance Monitoring – sample various metrics
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Performance Management Control
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Alarm Thresholds
Traffic control
Performance Analysis
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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
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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
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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
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836
44
1
223
27
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916
38
3
340
48
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554
39
4
377
6
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854
17
4
101
28
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813
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8
473
28
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813
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2
492
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906
27
1
249
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565
51
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342
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644
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1
252
18
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791
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304
38
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685
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175
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604
48
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326
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644
28
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445
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585
25
6
405
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917
11
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443
27
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List Options
Reset List
Replace list with requested statistics
Add requested statistics to list
Done


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Alt+Return
Save
Early detection enables proactive
correction of developing troubles
Increase revenues by selling
SLAs
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AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
Security
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User management - Access Security
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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
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AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
Management Protocols
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SNMP - Simple Network Management Protocol
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Use of TCP/IP stack (SNMP over UDP over IP)
Use of Management Information Base (MIBs)
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Standard for IP networks and becoming the de-facto management
protocol
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Can be used for Fault, Performance, Configuration
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SNMPv3 was to include greater capabilities - but still pending
Drawbacks with respect to scalability and security
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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
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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)
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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
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AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
What are Operation Support Systems (OSS)
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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
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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
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DSL
Information Security Level 2 – Sensitive
Broadband
Wireless
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Backbone
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How Things Were
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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
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Information Security Level 2 – Sensitive
GUI
Physical
Reports
> Auto-discovery
Logical
Reconciliation
Engine
Survivability
Analysis
Impact
Analysis
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Reports
> Support
AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
Physical and Logical Inventory
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Service Inventory
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Traffic Modeling
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Schematic View
Planned resource
shown with dotted lines
Capacity shown in
color coded links
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Outside Plant and GIS
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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
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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
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Capabilities
> Model flow conditions
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If A, then B else C
> Iterations
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For, while…..
> Step types
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Manual
Automatic
> Wait
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Until……
> Alarms
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If no response then…..
> Preconditions
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Do A if B is true
> Hierarchical
>
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Sub-processes
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Process Designer
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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
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Network
Measurement
Bottom-Up
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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
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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
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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
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AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
Capacity Management
Thresholds severity levels facilitate problem reporting
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User configurable severity levels aid prioritization
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Rapid pinpointing of capacity issues
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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
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Event triggering e.g.
Circuit Example
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An email to a capacity planner
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Event forwarding to event management systems/dashboards
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AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
Trend Management
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>
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Ensuring that the network is sized
correctly
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Understand what’s out there and how
it’s being used
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Identify under-utilized network
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See what new demand is coming
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Determine what and when to build
Allowing the operator to
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Create the “Service Ready Network”
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Reduce capacity shortfalls and order
fallout/delay
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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
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Frequency Management
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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.
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>
>
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Adding new switches, cards or other equipment
Installing new fibers
Allocate new frequencies
Support new technology – 3G, 4G, LTE, Ethernet
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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.
>
>
>
>
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Adding new switches, cards or other equipment
Installing new fibers
Allocate new frequencies
Support new technology – 3G, 4G, LTE, Ethernet
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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
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Information Security Level 2 – Sensitive
As Built Network
Resource Planner
Standard Builds
Threshold
Management
Threshold
Breaches
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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
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AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
Order Capture
>
>
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Offer customer different
combination of services
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Voice
>
Data
>
TV
>
Wireless
With various price plans
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Voice minutes
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Data speed
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Data volume
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TV Channels
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Number of SMSs
Support multiple order actions
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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 )
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AMDOCS > CUSTOMER EXPERIENCE SYSTEMS INNOVATION
Order Decomposition and Orchestration
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>
>
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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
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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