Order Management in
Telecommunications
Martin Kočan
Advisor: Mgr. Marian Slašťan
Content
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Goals and Motivation
TeleManagement Forum
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Enhanced Telecom Operations Map (eTOM)
Shared Information/Data Model (SID)
OSS through Java Initiative
Conclusion: Order Fulfillment Case Study
Motivation
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Telecommunication industry IT landscape has two
dimensions:
 BSS – Business Support Systems
 OSS – Operational Support Systems
Order processing crosses between BSS and OSS
Need for integration
Quickly changing Product Catalog
New products may require integration of new
Provisioning Systems and change of the provisioning
process
Goals
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Explore industry standards and create learning material
Understand and describe process framework
Show Common Data Model from the TMF SID and relate it
to the Order Fulfillment process
Describe the OSS/J as a complement to TMF NGOSS
Suggest improvements for the Order Management in Slovak
Telekom
TMF NGOSS Lifecycle
Logical
View
Business
System
Business
Contract
Technology
Neutral
System
Contract
Knowledge Base
Corporate
Physical
VIew
Deployment
NGOSS
Implementation
Technology
Specific
Contract
Instance
Service Providers View
Contract
Implementation
Service Developers View
TeleManagement Forum eTOM

eTOM = Enchanced Telecom Opartions Map
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Business Process Framework
Identifies and describes Business Processes,
linkage between BPs
Identifies interfaces and usage of Business
Entities
eTOM Process Map
Customer
Operations
Operations Support &
Readiness
Customer Relationship
Management
CRM
Support &
Readiness
Fulfillment
Assurance
Billing
Customer Interface Management
Selling
Marketing
Fulfillment
Response
Order
Handling
Problem
Handling
Customer
QoS / SLA
Management
Billing &
Collections
Management
Retention & Loyalty
Service Management &
Operations
SM&O
Support &
Readiness
Resource Management &
Operations
RM&O
Support &
Readiness
Supplier/Partner Relationship
Management
S/PRM
Support &
Readiness
Service
Configuration
& Activation
Resource
Provisioning
Service
Problem
Management
Service
Quality
Management
Resource
Trouble
Management
Resource
Performance
Management
Service &
Specific Instance
Rating
Resource Data Collection & Processing
S/P
Requisition
Management
S/P Problem
Reporting &
Management
S/P
Performance
Management
Supplier/Partner Interface Managemnet
S/P Settlement
& Billing
Management
Order Fulfillment Process Flow
Customer contacts
Call Center
Complete
Order
Market Product
& Customer
Sales
Request
Customer Interface Management
Clarification
Clarification Response
Request
Proposal
Offered
Feasibility Request
Feasibility Assesment
Selling
Service
Order
Completition
Notification
Order
Confirmed
Order Processing Requested
Design
Solution
Request
Order Handling
Design
Solution
Response
Service
Order
Initiated
Service
Activated
Service Configuration & Activation
Resource
Resource
Reservation
Requested
Resource
Reservation
Confirmed
Work
Order
Initiated
Resource
Provisioning
Completed
Resource
Activation
Requested
Resource Provisioning
Supplier/Partner
Resource
Activated
TeleManagement Forum SID

SID = Shared Information/Data Model describes
entities and their relations across IT system
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Contains several domains such as Product, Service,
Resource, Customer …
Each domain contains a set of entities, relations between
them and relations to other domains
It contains a business view (conceptual) and system view
of entities
It is a companion to the eTOM, sort of information/data
vocabulary from a business entity perspective
SID Example: Service Domain
Product
Service
0..1
ProductHasCustomerFacingServices
0..*
CustomerFacingService
CFServiceRequiresRFServices
ResourceFacingService
CFSCompositeHasCFServices
0..*
0..* RFSCompositeHasRFServices
1..*
0..*
0..1
0..1
CustomerFacingServiceComposite
CustomerFacingServiceAtomic
ResourceFacingServiceAtomic
ResourceFacingServiceCompoiste
OSS through Java Initiative
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Initiative to create a set of APIs for telecommunications
Promotes a use of COTS packages by providing standard
APIs and thus helps vendors and integrators to reuse product
packages
Its Business Entities are based on TMF SID models
APIs support Business Processes described in eTOM
Provides 3 profiles: EJB, XML/JMS, Web Services
OSS/J Profiles
OSS Application Component
Java/JMS
EJB-Java
Client
RMI/IIOP
Stateless Session
Bean
Java Value
Type (JVT)
Interface
EJB Profile
XML/JMS
JMX-XML
Client
Message Driven Bean
XML/JMS
XML/JMS
Interface
XML/JMS Profile
Web
Services
Client
Web Services Profile
SOAP
SOAP
Web Services
Endpoint
Web
Services
Interface
Order Management in ST
Billing System
Service
Provisioning
System 1
CRM System
EAI Toolkit /
Business
Process
Coordinator
Service
Provisioning
System 2