OSS and BSS Telecom Operation Map TOM Customer

OSS and BSS

Telecom Operation Map (TOM) Customer Interface Management Processes Order Handling Problem Handling Customer Qo. S Management Invoicing and Collections Service Quality Management Rating and Discounting Customer Care Processes Service Planning and Development Service Configuration Service Problem Management Service Development and Operations Processes Network Planning and Development Network Provisioning Network Inventory Management Network Maintenance & Restoration Network and Systems Management Processes Network Element Management Processes Physical Resource and Information Technology Network Data Management Information Systems Management Processes Sales

TMN to TOM*) TMN TOM Customer Interface Management Processes Sales Business Management Service Management Order Handling Problem Handling Customer Qo. S Management Invoicing and Collections Customer Care Processes Service Planning and Development Service Configuration Service Problem Management Service Quality Management Rating and Discounting Service Development and Operations Processes Network Planning and Development Network Provisioning Network Inventory Management Network Maintenance & Restoration Network Data Management Network and Systems Management Processes Network Management Network Element Management Processes Physical Resource and Information Technology Element Management *) Ole Krog Thomsen, Avanced Network 2 , New Generation Operation Support System (NGOSS), - Automatic Business Processes - , Minimodule 8: 02 -11 -2006, TDC Information Systems Management Processes TMN Layers correspond with TOM horizontals

OSS – BSS Pair

NGOSS (New Generation Operations Systems and Software) Definition • NGOSS is the Tele. Management Forum (TM Forum) business solution framework for creating next generation OSS/BSS software and systems. • The NGOSS program is delivering a framework for producing New Generation OSS/BSS solutions, and a repository of documentation, models, and guidelines to support these developments. • The goal of NGOSS is to facilitate the rapid development of flexible, low cost of ownership, OSS/BSS solutions to meet the business needs of today, cost conscious, competitive, and rapidly evolving telecom environment.

New Generation OSS Enterprise Management Business Processes NGOSS • Streamlining business • TMN • • processes Automating of manual processes COTS Commercial of The Shelf (COTS) Software Systems High level of standardization Measure performance – Key Performance Indicators (KPI) Customer self service

FCAPS Fault Configuration Accounting Performance Security TMN Business Management No No Yes Yes Service Management Yes Yes Yes Network Management Yes No Yes Element Management Yes No Yes OAM&P Operation Yes No No Yes No Administration No No Yes Yes Maintenance Yes No Yes Provisioning No Yes No No No TOM / e. TOM Fulfillment No Yes No No No Assurance Yes No No Yes Billing No No Yes No no Operation Support No No No

FAB • Fulfillment: operations for providing customers with their requested products and services in a timely and correct manner. – It translates the customer's business or personal need into a solution, which can be delivered using the specific products in the enterprise's portfolio. – This process informs the customers of the status of their purchase order, ensures completion on time, as well as ensuring a delighted customer.

FAB • Assurance: includes all activities for the execution of proactive and reactive maintenance activities to ensure that services provided to customers are continuously available and performing to SLA or Qo. S performance levels. – It performs continuous resource status and performance monitoring to proactively detect possible failures. – It collects performance data and analyses them to identify potential problems and resolve them without impact to the customer. – This process manages the SLAs and reports service performance to the customer. – It receives trouble reports from the customer, informs the customer of the trouble status, and ensures restoration and repair, as well as ensuring a delighted customer.

FAB • Billing: involves everything necessary – – for the collection of appropriate usage records, production of timely and accurate bills, for providing prebill use information and billing to customers, for processing their payments, and performing payment collections. • In addition, – it handles customer inquiries about bills, provides billing inquiry status and is responsible for resolving billing problems to the customer's satisfaction in a timely manner. – This process grouping also supports prepayment for services.