Operations Support Systems Todays and the Next Generations

Operations Support Systems: Today’s and the Next Generation’s Back Office OSSs - A Condensed History and NGN Future Mike Schwartz Chief Strategist Operations Solutions 732 699 -4307 mas 85@cc. telcordia. com March 15, 2001 FCC OSS Tutorial An SAIC Company Copyright © 2001 Telcordia Technologies. All Rights Reserved

Outline The History of OSS – Engineers, The New York City Disaster, and Anti-Ballistic Missles A Snapshot in 1978 (Acronym City) A Snapshot in 1982 (Work Center Orientation) A Snapshot in the 1990 s (What a Tangled Web We Weave) – Flow-Through Operations Meaning and Illustration Proven Economic results – Simplification: Computing Technology to the Rescue Integrated Solutions – Best of Budget – Best of Breed – Best of Suite The OSS Market – US and Global – Market Segmentation and Sizes – Key Vendors OSSs in the Next Generation World FCC OSS Tutorial MAS-2

The Origin of a Species – Where did OSS come from? Engineering Support • 1964: MWC/ – Mechanized Wire Center • 1964: EAS – Engineering Admin System • 1969: COEES – CO Equipment Engr Sys Inventory and Assignment • 1968 TIRKS (circuit, equipment, facilities) • 1972 PICS/DCPR – plug-ins • 1977 FACS – loop facility assignment Repair • c 1970 MLR – Mechanized Line Records (NYC) • 1974 LMOS - Loop Maintenance Still in Use FCC OSS Tutorial MAS-3

The Origin of a Species – Where did OSS come from? In 1978, AT&T Listed over in use. 300 Operations Support Systems Increasing Integration The 1974 Anti-Ballistic Missile Treaty freed Bell Labs Software Experts to build integrated OSS from their integrated missile control experiences In 1982, AT&T Listed over for their use. 90 Work Centers using OSS built In the 1990 s, the Tele. Management Forum (TMF) Defined Fundamental Processes – Customer Interface Management – Customer Care – Service Development and Operations – Network and Systems Management – Element Management – Information Systems Management 6 Front Office Back Office IT Shop FCC OSS Tutorial MAS-4

The Origin of a Species – How Did OSS Evolve? Customer Front Office Customer Interface Management Process Order Handling Sales Problem Handling Customer QOS Mgmt Invoicing/ Collection Customer Care Processes Service Planning/ Developmnt Service Config Service Problem Resolution Service Quality Mgmt Rating and Discounting Information Systems Management Processes Service/Product Development and Maintenance Processes Network Planning/ Developmnt Provisioning Network Inventory Mgmtt Network Maintenance Data & Restoral Mgmt Network and Systems Management Processes Back Office Physical Network and Information Technology Courtesy: FCC OSS Tutorial MAS-5

OSS – Under the Microscope FCC OSS Tutorial MAS-6

What a Tangled Web We Weave Trouble Ticketing Fault Mgt Lucent ATM CRM Perf Mgt Decision Support SLA Mgt Cisco Edge Juniper Router Core Rtr Order Mgt Inventory Mgt Device Service B-width Cfg Mgt Nortel Softswitch Ericsson 3 G Ciena DWDM Billing Usage Mgt Tekelec STP Despite the Complexity, Flow-Thru is Achievable! Courtesy: Agilent Technologies FCC OSS Tutorial MAS-7

Maximizing Flowthrough Corporate Data & Common Functions Customer Service Negotiation, TMN Layers SML Order Entry and Trouble Tickets Technician Availability & Status NML Customer Inter. Connection Service Rep. Address & Number Validation Orders Customer Care & Billing Suite Correlated Alarms Troubles & Test Requests Service & Circuit Data Installation Orders Service Provisioning & Activation Suite Service NE Correlated Activation Alarms Proactive Service Assurance Suite EML Orders Trouble Related Dispatches Physical Inventory NE Network Design & Inventory Suite Activation NEL Messages Network Alarm & Auto-Discovery Messages Work & Force Management Suite FCC OSS Tutorial MAS-8

Automated Data Flowthrough Rates “Telcordia is still one of the few OSS companies to deliver flowthrough provisioning. ” Source: Dataquest Engineering, Inventory & Asset Management Capacity Management Service Negotiation Service Provisioning & Activation Service Assurance 100% 80% 70% 60% 50% 40% 30% 20% 10% N C on us -T to elc m o er rd ia a di e or as lc C Te est B ge a ra rdi er ve o A lc tom Te us C F W ield or k 0% O Is rde su r e A Fa ss c ig ilit nm y en t R C ec ha en ng t e M a Ju in F m ra pe m rs e Flowthrough Rates * 90% FCC OSS Tutorial MAS-9 * Residential Consumer POTS SDT Orders

Smaller Operators Demand Simplification Process Application 1 Vendor A Application 1 Vendor B Application 1 Vendor C Application 2 Vendor A Application 1 Vendor E Application 1 Vendor D EAI Bus Application 1 Vendor F Application 2 Vendor B Process Application 2 Vendor E Application 2 Vendor D Process Application 2 Vendor C Application 2 Vendor F Application 3 Vendor A Process But There are Still Too Many Lines, Too Many Boxes • 5 Processes • 6 OSS Vendors • 13 OSS Applications FCC OSS Tutorial MAS-10

An Even Simpler Solution …. Suite Best of Process EAI Bus Process FCC OSS Tutorial MAS-11

Integrated Management Suites FCC OSS Tutorial MAS-12

Integrated Management Suites Lucent One. Vision Service Management SLA Contract CSM Manager KENAN Arbor/BP BILLDATS ACTIVIEW (OC, OM, TM, FA, DM) Gateway Other Carriers Telcordia OSSs Test Manager Mechaniz Network Inter-Domain Management ed Loop Service Assurance Testing ID Capacity Manager CONNECTV U (TRK/APX/T TS) One. Visi on IDCM Network/Element Management e. g. One. Link Manager One. Visio n NFM ATM NMS/EMS Net. Minder Congestion Manager Circuit Switch FM Performanc e Manager Utilization Manager ITMNM Source: Lucent Slide Courtesy of Ryan, Hankin, & Kent Source: Telcordia FCC OSS Tutorial MAS-13

The OSS Addressable Market $M Source: Dataquest Customer Care and Billing Expenditures Dominate the Market FCC OSS Tutorial MAS-14

Provisioning and Inventory OSS Market $M Source: Dataquest FCC OSS Tutorial MAS-15

OSS Provisioning Software Market Breakdown “ Telcordia can be perceived as a no-risk option, when evaluated against other smaller OSS suppliers. ” Dataquest, “Profiles of Worldwide Telecom OSS Vendors, 1999” Published May 8, 2000 %Market Share Next Telcordia Technologies Top 25 + Revenue in Millions of US$ Dollars 400 39. 7 % 350 23. 8 % Next Lucent Top Six Technologies 16. 3 % 300 20. 2 % 250 200 150 100 50 0 1999 Revenue (US$ M) Telcordia Technologies Lucent Technologies Next Top Six Combined $ 400 M $ 204 M $ 163. 8 M Next Top Twenty-Five Combined $ 232. 2 M Source: Dan Baker Technology Research Institute FCC OSS Tutorial MAS-16

Evolution Continues………. A hundred year shift is occuring ……. Extinctions? New Forms? Circuit Switching Packet Switching Voice Services Multi-Media Services Regulated Operators Competitive Operators FCC OSS Tutorial MAS-17

Today’s Network Architecture (Access) Customer Premises Drop Distribution Feeder IOF Remote Site CO Location Trunks To Modem Pools NID Copper Cable (1 Twisted Pair) Voice Trunks SONET SAI DLC SONET MUX Circuit Switch FCC OSS Tutorial MAS-18

Coming NGN Architecture Customer Premises Drop Distribution Feeder IOF Remote Site CO Location Call Agent Trunk Gateway NID Copper Cable (1 Twisted Pair) ATM Voice PVC (Voice PVC) SAI x. DSL Customer Gateway (w/ ADSL Transmission Unit-Remote [ATU-R]) (Data PVC) Data PVC DSLAM ATM Switch To Other Packet Switches FCC OSS Tutorial MAS-19

Business Challenges Service providers are faced with. . . • Competition • Time to Market • Service Level • Qo. S Configurability Call Agent Guarantees & Verification Trunk Gateway PSTN Campus site A Internet ITCM DSL ATU-R C O ATU-C ATM Network POP IP Network (ISP 1) BG IP Network POP (ISP 2) ATM Network C O DSL ATU-R IP-LAN • Operational Costs Corporate Headquarters VPN site A Data & Internet Services Major Corporate Location VPN Site B Campus site B • Meet Capacity on Demand Requests • Integrated Voice/Data Operations • Multi-Vendor Environments • Rapid Introduction of New Technologies FCC OSS Tutorial MAS-20

…And Must Support Key NGN Solutions DSL Tandem Switch Migration using Voice Trunking over ATM IP Services and IP-VPNs IP/RAS OSS Support Internet Dial Offload ATM and Frame Relay Services Private Line Replacement over ATM Voice over Packet Access (DSL, HFC, FTTC) FCC OSS Tutorial MAS-21

What Consumes the Most Support Staff Time? FCC OSS Tutorial MAS-22

Support Full Network Layering IP Layer Data Services, Applications, etc. ATM, FR, Private Line, VLAN IP Packets IP • Interoperability ATM Layer ATM Cells STS/STM Layer STS/STM Pipes Trunk, Private Line ATM • End-to-End Qo. S SONET/SDH • Bandwidth Mgmt. • Reliable Transport Physical Layer Channels Copper/Fiber Wavelengths Optical • High-Capacity • Fiber Management FCC OSS Tutorial MAS-23

Internet Technologies - Impact on Operations New Devices, New Things to Do IP Layer IP Packets New Devices Do Some of the Things Themselves ATM Layer ATM Cells STS/STM Layer Lea ds to STS/STM Pipes Optical Layer Wavelengths Policy Management FCC OSS Tutorial MAS-24

Internet Technologies OSS Solution IP Network Management Configuration Management Customer Service Management Fault Management Performance Management • Handles New Buzz Words LDAP Diff. Serv RMON MPLS IPSec • New Protocols, New Standards, Same Old Processes • Configuration Management in a Connectionless Network • Policy Management Permeates Processes Delivers comprehensive IP network management – Customer service, – Configuration, – Performance – Policy and – Fault Incorporates an integrated open and modular OSS architecture able to match the pace of change – Flexible – Scalable – Adaptable FCC OSS Tutorial MAS-25

The Telcordia Network Management Platform NGN Ready Corporate Data & Common Functions SML Customer Inter- Service Connection Rep. TMN Layers Customer Manager Order Manager Billing System Service. Gate. TM/ Exchange. Link Customer Care, Billing and Interconnection Suites Common System Communications Infrastructure Common Network Data Access Infrastructure Network Management Components Common Network Communications Infrastructure Inventory Manager EML Common Network GUI Force Fleet Optimizer TM NEL Network Design & Inventory Suite Tech Access System Advanced Service Mgmt. System Transport Signaling Switch Element Network Element Activation Manager HFC Element Manager Soft Switch Element Manager Router Mgmt Common Network Database Network Inventory Network Topology Circuits/Services Network State Fault/Performance Security Customer Info. Frame & ATM Mgmt DSLAM Mgmt Packet Routers Frame Additional Wireless IP Local Transport / Signaling Gateways Voice Relay & Services Local Circuit Access / Network & Servers Switch Loop ATM Switches DSL Switches Work & Force Management Suite FCC OSS Tutorial MAS-26

Agenda • Introduction – Steve Cohen • Back Office OSS – Mike Schwartz Interconnection Solutions – Arlene Ryan • Front Office OSS – Rich Fialkoff FCC OSS Tutorial MAS-27