Ss1169 - Telecom Frameworx l1TMF

a
dr
TMF Frameworx V.15 L1
in
ah
Prakash Kajave, Principal Specialist – Training
M
TM FORUM Certified BDM
hc
Te
Copyright © 2014 Tech Mahindra. All rights reserved.

Objective
At the end of the session, participants will be able to
 Appreciate the role of standards and frameworks in Telecom domain
a
 Understand the evolution of Telecom frameworks from TMN FCAPS to TMF Frameworx
dr
 Get an high level understanding of TMF Frameworx
in
 Explain various components of TMF Frameworx
 Business Process Framework (eTOM), Application Framework(TAM), Information Framework(SID) and
ah
Integration Framework(TNA )
 Get an high level understanding of ITIL
M
 Differentiate between TMF certification and conformance
hc
Te
Copyright © 2015 Tech Mahindra. All rights reserved. 2

Agenda
 Setting up a Context
a
 Role of Standards and Frameworks
dr
 Evolution of Frameworks – TMN FCAPS, TOM, Frameworx
 Business Process Framework
in
 Information Framework
ah
 Application Framework
 Integration Framework

M
Business Metric & Best Practices
 Introduction to ITIL
 TMF Certifications and Conformance – High level view h

c
Summary
Te

Participant Profile
 Almost all technical and business roles in Telecom Vertical such as:
a
 Project Manager
dr
 Delivery Manager
 Developer
in
 Tester
ah
 Business Analyst
 Solution Designer

M
Solution Architect
hc
Te

a
dr
Setting up a Context
in
ah
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Prakash Kajave , Principal Specialist – Training
hc
Te

Generic Challenges of Telco’s
How to achieve early break even point in changing and
challenging Telco business
a
dr
Customer Relationship to Customer Experience
Management
in
ah
Quick changes and response thereof for mergers and
acquisitions
M
Competition with UNKNOWN through new unexpected
entrants
c h
Te
Efficiency and Optimization – Operational, Business !!!
Future unpredicted !!!

11/9/2016 6
Generic Objectives of Telco’s
Better customer experience
a
• Increase in Right First Time (RFT)
dr
• Reduction in Cycle Time (CT)
in
Reduction in time to market a new service
ah
Unified/ convergent communications solutions for next generation
M
technologies
h
Dream : Zero CAPEX, Zero OPEX ….How to optimize?
c
Te
Reduction in TCO and enhance ROI
Regulatory Compliance

11/9/2016 7
Evolution of OSS BSS (1 of 2)
Business Management Systems
Billing CRM Customer-Trouble
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dr
Service Management Systems
in
Order Management Inventory Network-Trouble Dispatch Workforce
ah
Network Management Systems (FCAPS)
M
Fault Performance Configuration
c h
Element Management Systems
Te
Access Core / Backbone Access

Network Network Network
Subscriber Subscriber
Network
Evolution of OSS BSS (2 of 2)
Business Management Systems
Billing CRM Customer-Trouble
a
dr
Service Management Systems
in
Order Management Inventory Network-Trouble Dispatch Workforce Telecom
ah
IT
Stack
Network Management Systems (FCAPS)
M
Fault Performance Configuration
c h
Element Management Systems
Te
Access Core / Backbone Access

Network Network Network
Subscriber Subscriber
Network
Sample IT Estate : Main Blocks
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dr
in
ah
M
hc
Te

Telco IT Estate: A Reality
a
dr
in
ah
M
hc
Te

Do you see what I see?
Different Stakeholders, Different Role,
Different Area of Work, Different Customer.
a
Perception becomes Reality
dr
in
ah
M
hc
Te

Problem : What and Why
a
dr
in
Limited by
complexity of
ah
changing
systems to keep
M
Integration of
up with process
multiple
enhancements
applications
Hundreds or
c h to achieve
thousands of automation
Te
discrete of a single
Thousands Changes not
OSS/ BSS process
of affordable
discrete applications
processes

Today’s Back-Office Reality Process automation
is not optimized
 High manpower costs due to lack of automated process flow-through.
 Poor time-to-revenue due to rigid and inflexible business processes.
a
 Weak customer service due to poorly integrated processes and systems’ inaccurate data
dr
 Slow growth, as processes and systems cannot scale.
 Slow new service introduction due to high risks and costs to make system changes.
in
 Poor economies of scale as hundreds of suppliers are being used.
ah
M
c h Engineering
Marketing
Customer
Finance
Planning
Service
Te
Sales
Most processes cross fiefdoms- barriers to success

What is Required to be Done?
Standardization!
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dr
in
ah
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hc
Te

a
dr
Role of Standards and
in
Frameworks
ah
M
hc
Te

How Standards and Frameworks are Useful?
 Provide standard structure, terminology, and classification
a
scheme for:
dr
 Capturing enterprises’ business processes, information, and application/ system
functionalities
in
 Provide a basis for:
ah
 Sharing and agreeing these aspects internally and externally (all other eco
system players of Telco)
M
 Support neutral reference point
scale
h
 Not biased towards any company, religion, country, language, technology, and
c
Te
 Reusable
 Promotion of reuse of business process, applications, data, interfaces thus
reducing C2M, L2C as well as T2R

Where do Best Practices Come From?
 Adopting good practice can help a service provider to create an
a
effective service management system.
dr
 A good practice is simply doing things that have been shown to
in
work and to be effective based on past experience.
ah
 A good practice can come from many different sources, including:
M
 Forums (such as TM Forum)
 Public frameworks (such as ITIL, COBIT, and CMMI)
 Standards (such as ISO/IEC 20000 and ISO 9000)
 Proprietary knowledge of people and organizations
hc
Te

a
dr
Evolution of Frameworks
in
ah
M
hc
Te

From TMN  Frameworx
a
dr
TMN TOM
in
ah
M
c h
Business
Te
Frameworx Process
Framework

TMN: Flash Back
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dr
Who? What?
in
ah
• Telecommunications Management • Initial recommendation CCITT M.30
Network (TMN) (published in 1988) included work of
M
several study groups
• TMN project started in 1985 c h • Renamed to recommendation M.3010
in 1992 which defines basic principles
Te
for TMN

TMN Objective
 Homorganic within heterogenic
a
 Provide a framework for telecommunications network and service management for interoperability
dr
 Why the problem?
in
 Heterogeneous systems, technologies, vendors, networks, and elements
ah
 To provide an organized architecture to achieve:
 Interconnection between various types of operating systems and/ or telecommunications equipment
M
 Exchange for the exchange of management information
 Standard using an agreed architecture with standardized interfaces including protocols and messages
hc
Te

TMN Architecture
TMN supports
a
TMN Logical Architecture
dr
• Functional
in
• Information
• Physical
ah
Business
• Logical
Management
M
TMN strength Service
Management
h
• Very strong foundation (bottom layer of pyramid)
c
Network Management
Te
TMN weakness Element Management
• Does not map very well to business management

• It originates from the bottom layers of the pyramid

TMN Management Functions – FCAPS
 Fault management, Configuration management, Accounting management, Performance management,
Security management
P S
a
F C A
dr
• Utilization and • Selective Resource
• Fault Detection • Resource • Track Service
Error Rates Access
• Fault Correction Initialization Resource Usage
in
• Consistent • Enable NE
• Fault Isolation • Network • Cost of Services
Performance Level Functions
• Network Recovery Provisioning • Accounting Limit
ah
• Performance Data • Access Logs
• Alarm Handling • Auto Discovery • Combined Cost for
Collection • Security Alarm/
• Alarm Filtering • Backup and Multiple Resources
• Performance Event Reporting
M
• Alarm Generation Restore • Set Quotas for
Report Generation • Data Privacy
• Clear Correlation • Resource Usage
• Performance Data • User Access Rights
• Diagnostic Test Shut Down • Audits
Checking
•
•
Error Logging
Error Handling
• Change
Management
c h
•
•
Fraud Reporting
Support for •
•
Analysis
Problem Reporting
Capacity Planning
• Take care of Security
Breaches and
• Error Statistics • Pre-provisioning different modes of
Te
• Performance Data Attempts
• Inventory/ Accounting
and Statistics • Security Audit Trail
Asset Management
Collection Log
• Copy Configuration
• Maintaining and • Security related
• Remote Configuration
Examining Historical Information
• Job Initiation, Tracking
Logs Distribution
and Execution
• Automated Software
Distributor
TMN TOM Relationship
TMN Layers correspond with
TOM horizontals
a
dr
in
ah
M
c h
Te
TOM : Telecom Operations Map

TOM: Telecom Operations Map
Customer
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dr
Customer Interface Management Process
in
Customer
Order Problem Invoicing/
Sales QoS
Handling Handling Collections
Management
ah
Service Customer Care Process Information
Systems
Management Service Service Service Management
M
Service Rating and
Planning/ Problem Quality Processes
Configuration Discounting
Development Resolution Management
Service Development and Operations Processes
c
Network
h Network
Network Network
Network Data
Network Planning/ Inventory Maintenance
Te
Provisioning Management
Development Management and Restoration
Management Network and Systems Management Processes
Element Management Technology Related

Physical Network and Information Technology

TMN , TOM and BPF Relationship
TOM horizontals
a
dr
in
ah
TOM processes are
captured in “FAB” area
of BPF Operations
M
c h
BPF : Business Process
Te
Framework ( erstwhile eTOM)

TMN , BPF and Frameworx Relationship
TOM horizontals
a
dr
in
ah
TOM processes are
of BPF (eTOM)
M
Operations
c h
BPF (eTOM) maps the
Te
Frameworx’s (erstwhile
NGOSS) Business View

Outcome of Collaborative program 28
TMF Frameworx
 TM Forum Frameworx

a
Is Umbrella framework provided by TM FORUM
 Is Framework of Frameworks
dr
 Is a suite of best practices and standards that provides the blueprint for effective, efficient business operations
 Is built on a services oriented design and uses standard, reusable, generic blocks
in
 Helps Innovate, reduce time-to-market and improve customer experience
 Help reduce integration cost
ah
 Is rechristened name of NGOSS
M
hc
Te

Tele Management Forum : Who’s Who
Telecom Management Forum (TM Forum)
• Non profile global consortium , Focus on Telecom and now any industry using Digital Services .
a
• Focus on transforming business processes, operations and systems
dr
Who all are involved?
in
• All telecom eco system players ( TSP/CSP, TEM, ISV, Telecom Solution Providers , Digital Business Providers , Universities and
Academics
ah
900+ members worldwide as on 2016
M
Provides strategic leadership and direction for IT
Objective and Vision of TMF

c h
Te
• Strategic leadership and direction for Telecom IT and Digital business now , Set IT directions
• Focus on controlling CAPEx and OPEx
• Focus on reduction of customer churn
• Standards and best practices platform for all stakeholder
Concept
• By the people and for the people ( People from Eco System)
Frameworx (erstwhile NGOSS)
Contains
a
• Has 6 Components – 4 Frameworks + Business Metrics + Best Practices
dr
Enables
in
ah
• Better customer service
• Rapid service evolution
M
• Technology choices without OSS worries
• Affordable and supportable OSS solutions
Addresses
hc
Does not
Addresses
Te
• Operations costs • Vision of an Operator

• Development costs • Mission of an Operator
• Integration costs • Which customer segment , which region service provider
• Future direction for Telecom/ Communications IT should target etc.
Frameworx Components
TM Forum Frameworx enables users to analyze their
a
business operations against industry Processes,
dr
Application and Information standards namely BPF,
AF, IF
in
ah
Industry's most comprehensive Integrated
Business Architecture (Integration of BPF, AF,IF and
M
InF)
6 Components of TMF FWX
Build by Eco System ( By the People for the People) hc The Business Process Framework ( BPF)
The Information Framework (IF)
Te
Map, Blue Print, Common Vocabulary , Dictionary, The Application Framework (AF)
Catalog The Integration Framework (InF)
Business Metrics
Neutral to everything – Technology, Business, Best Practices
Region, Religion etc.
a
dr
Business Process Framework
in
ah
M
hc
Te

Business Process Framework
 A telecommunications service provider Business Process
a
Framework
dr
 A ‘de facto’ standard for the Information and Communications
in
Services Industry Processes (ICSP)
ah
 A Map, a Blue print about organization’s business process
M
 A standard Reference, Vocabulary, Dictionary and Catalog
about organization’s business processes
– Comprehensive and Industry agreed
hc
Te
 Standard Structure, Terminology, and Classification
 Evolution : TMN FCAPS  TOM  BPF (eTOM)

Seven Domains of BPF (Level 0 and 1)
1 Market/ Sales
a
Operations Support & Readiness
Product Lifecycle Management
dr
Billing & Revenue Management
2 Product
Infrastructure Lifecycle
in
Strategy & Commit
Management
ah
Strategy, 3 Customer
Assurance
Fulfillment
Domain
Infrastructure and
Operations (OPS)
M
Product 4 Service
(SIP) c h 5 Resource
Process
Te
Areas/
6 Supplier/ Partner
Categories
Enterprise Management (EM) 7 Enterprise

Business Process
Framework Level 2
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dr
in
ah
M
hc
Te

a
dr
Application Framework (AF)
in
ah
M
hc
Te

Application Framework Context Setting
 Within TM Forum there is strong definition of process (eTOM) and data (SID)
a
What does Application Framework (TAM) do?
dr
This application framework provides a formalized way of grouping together function and data into
in
recognized components (application functions) so, it is called Telecom Applications Map
ah
What’s the good news?
M
Components can be regarded as potentially procurable either as applications or
services. It makes procure, design , selling business easy in industry eco system.
For example: Web service
hc
Te
What’s common in object oriented world and AF (TAM)?
Application Framework is the grouping of set of applications together with the data they act upon, and use
function/ process they perform

Application Framework Overview
 A framework of application map reference to understand the relationship
a
of the multitude of operational and business systems
dr
 A standard structure, classification, and terminology for the
in
applications, sub-applications and their functionality
ah
 Map, Blue Print, Standard Reference, Common Vocabulary ,
Catalogue or Dictionary for all the INFORMATION
M
 Mapped to the process and information framework hc
 Application Framework (AF) is rechristened name of the framework
Te
called TAM (Telecom Application Map)

Nine Domains of AF (Level 0)
1 Market/ Sales
a
Billing & Revenue Management
dr
2 Product
in
3 Customer
Assurance
Fulfillment
ah
OS&R
Service
SIP
M
5 Resource
c h 6 Supplier/ Partner
Te
7 Enterprise
8 Cross
Enterprise Management
9 Integration
Application Framework Diagram (Level 1)
a
dr
in
ah
M
hc
Te

a
dr
Information Framework (IF)
in
ah
M
hc
Te

Information Framework Overview
 Information Framework (IF) includes:
a
dr
Things of interest to the enterprise (Entities)
in
Relationship between these things (Associations)
ah
Details/ Characteristics of these things (Attributes)
M
 Information Framework (IF) is rechristened name of SID (Shared Information and Data)
hc
 Map, Blue Print, Standard Reference, Common Vocabulary , Catalogue or Dictionary for
Te
all the Information
 A standard Structure, Classification, and Terminology for the Information

43
Information Framework : Key Concepts
 Business Entity DOMAIN
a
 Something of interest to the business/ enterprise
dr
 Tangible thing– Customer
 Active thing– Customer Order
in
 Conceptual thing– Customer Account

ah
Characterized by Attributes
 Participate in relationships with other Business Entities
M
ABE
 Aggregate Business Entity (ABE)
 Well defined set of information that characterize a highly cohesive,
loosely coupled set of business entities
hc
Te
 Domain
 Collection of ABEs associated with a specific management area
Business Entity

Information Framework Domains
Market/ Sales
a
dr
Product
in
Customer
ah
Service
M
Resource
hc
Supplier/ Partner
Te
Enterprise Common Business Entities
There are seven key concepts which match with the domains shown here. There is one additional domain called Common Business
Entities. So collectively there are eight domains.
45
Information Framework Level 1 (Aggregate Business Entity)
a
dr
in
ah
M
hc
Te

a
dr
Integration
in
Framework (InF)
ah
M
hc
Te

Integration Framework (InF erstwhile TNA)
 It supports BPF (erstwhile eTOM) compliant framework process with common data model. (IF
erstwhile SID)
a
dr
 It unites or binds BPF(eTOM), IF(SID), and AF(TAM) together.
in
 It achieves this binding with a concept of Contracts or Business Service
ah
 Map, Blue Print, Standard common
M
Reference, Vocabulary or Dictionary of
Application Programming Interfaces (APIs) h
or Business Services
c
TNA Binding
Te

TM Forum’s Integration Initiatives
a
Multi-Technology Network Internet Protocol Detail
dr
Management Record
in
ah
MTNM IPDR
TM Forum’s Integration
M
TIP Program
h
MTOSI
c
OSS/J
Te
Multi-Technology OSS through Java

Operations Systems Initiative
Interface

a
TMF Frameworx L1
dr
in
: Business Metric & Best
ah
Practices
M
hc
Te

Business Metrics
Business Metrics provides a holistic business-oriented
a
benchmarking through a balanced scorecard
dr
in
Business Metrics : Measure of Business Performance
ah
Looks at three views or takes three measures
1. Financial through Revenue & Management (RM)
M
2. Customer-oriented through Customer Experience (CE)
3. Process oriented measures through Operational Efficiency (OE)
hc
Te

Best Practices Overview
Fulfillment
a
Request to Answer (R2A)
dr
Request to Change (R2C)
Terminate to Confirmation (T2C)
in
Order to Cash (O2C)
Lead to Cash (L2C)
ah
Assurance
M
Complaint to Solution (C2S)
Trouble to Resolution (T2R)
Billing
hc
Te
Usage to Payment (U2P)

Switch to Payment (S2P)
Product Life Cycle Management

Concept to Market (C2M)
a
dr
Using Frameworx
in
ah
M
hc
Te

A Tool for Business Transformation
a
dr
in
ah
M
hc
Te

What RFP’s are Expecting !!!!
 Business Process Evidence Mapping , Application Framework Evidence Mapping and Scoring
a
levels, Information Framework Evidence Mapping and Scoring levels
dr
in
ah
M
hc
Te

a
dr
Introduction
in
to ITIL
ah
M
hc
Te

ITIL : IT Infrastructure Library
Inside Out Journey
a
• While eTOM is a Telecom service
dr
provider’s business perspective, ITIL is a
service oriented IT perspective.
in
• Developed by Office of Governance
ah
Commerce, United Kingdom (OGC UK).
M
• The service lifecycle consists of 5 core
publications which are:
c h • Service Strategy
• Service Design
Te
• Service Transition
• Service Operation
• Continual Service Improvement

a
dr
TM Forum Conformance and
in
Certifications
ah
M
hc
Te

Frameworx : Certifications and Conformance
 Certification is for an INDIVIDUAL member only and not to software or any company
a
 Conformance is for COMPANY
dr
– May it be Telecom Service Provider (TSP) or Independent Software Vendor (ISV) or Independent
in
Application Vendor (IAV)
ah
M
hc
Te

a
dr
Summary
in
ah
M
hc
Te

What we have Learned ?
TOM horizontals
a
dr
in
ah
TOM processes are
M
of BPF (erstwhile
eTOM) Operations
c h
BPF (erstwhile eTOM) maps
Te
the Frameworx’s (erstwhile

NGOSS) Business View

Relationship between PROCESS, FUNCTION and DATA
Result 1 Result 1
a
Process 1 Process 2
dr
Step 2
eTOM
in
Trigger 1 Step 1 Step 3 Trigger 2 Step 1 Step 2 Process
Result 2 Result 2
ah
M
Function Function Function Function
1 2 3 4 TAM
CRUD
c h Systems
Te
Data 1 Data 2 Data 3 Data 4 Data 5 SID

Information
M.3050SUPP.3_F03
CRUD: Create, Read, Update, Delete

References
 TM FORUM Web Site : www.tmforum.org

a
dr
 TM FORUM Documentation for Version 15
 Readme
in
 Primer

ah
Concepts
 User Guidelines
M
hc
Te

Before I sign off !!
a
dr
in
ah
M
hc
Te
11/9/2016
64 64
a
dr
in
Thanks
ah
M
hc
Te

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What are the roles of standards and frameworks in the telecom domain?

What are the roles of standards and frameworks in the telecom domain?

What are the components of the TMF Frameworx?

What are the components of the TMF Frameworx?

a

Copyright © 2014 Tech Mahindra. All rights reserved.

Copyright © 2015 Tech Mahindra. All rights reserved. 2

Copyright © 2015 Tech Mahindra. All rights reserved. 3

Copyright © 2015 Tech Mahindra. All rights reserved. 4

Copyright © 2014 Tech Mahindra. All rights reserved.

Efficiency and Optimization – Operational, Business !!!

Future unpredicted !!!

Reduction in TCO and enhance ROI

Copyright © 2015 Tech Mahindra. All rights reserved.

Access Core / Backbone Access

Access Core / Backbone Access

Copyright © 2015 Tech Mahindra. All rights reserved. 10

Copyright © 2015 Tech Mahindra. All rights reserved. 11

Copyright © 2015 Tech Mahindra. All rights reserved. 12

Copyright © 2015 Tech Mahindra. All rights reserved. 13

Copyright © 2015 Tech Mahindra. All rights reserved. 14

Copyright © 2015 Tech Mahindra. All rights reserved. 15

Copyright © 2014 Tech Mahindra. All rights reserved.

 Provide standard structure, terminology, and classification

Copyright © 2015 Tech Mahindra. All rights reserved. 17

 Adopting good practice can help a service provider to create an

Copyright © 2015 Tech Mahindra. All rights reserved. 18

Copyright © 2014 Tech Mahindra. All rights reserved.

Copyright © 2015 Tech Mahindra. All rights reserved. 20

Copyright © 2015 Tech Mahindra. All rights reserved. 21

Copyright © 2015 Tech Mahindra. All rights reserved. 22

TMN weakness Element Management

• Does not map very well to business management

Copyright © 2015 Tech Mahindra. All rights reserved. 23

TOM : Telecom Operations Map

Copyright © 2015 Tech Mahindra. All rights reserved. 25

Element Management Technology Related

Copyright © 2015 Tech Mahindra. All rights reserved. 26

Framework ( erstwhile eTOM)

Copyright © 2015 Tech Mahindra. All rights reserved. 27

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Copyright © 2015 Tech Mahindra. All rights reserved. 29

Objective and Vision of TMF

• Operations costs • Vision of an Operator

Copyright © 2014 Tech Mahindra. All rights reserved.

 Standard Structure, Terminology, and Classification

 Evolution : TMN FCAPS  TOM  BPF (eTOM)

Copyright © 2015 Tech Mahindra. All rights reserved. 34

Copyright © 2015 Tech Mahindra. All rights reserved. 35

Copyright © 2015 Tech Mahindra. All rights reserved. 36

Copyright © 2014 Tech Mahindra. All rights reserved.

What’s common in object oriented world and AF (TAM)?

Copyright © 2015 Tech Mahindra. All rights reserved. 38

called TAM (Telecom Application Map)

Copyright © 2015 Tech Mahindra. All rights reserved. 3939

Copyright © 2015 Tech Mahindra. All rights reserved. 41

Copyright © 2014 Tech Mahindra. All rights reserved.

all the Information

 A standard Structure, Classification, and Terminology for the Information