TELECOM ITALIA GROUP Open Access Roma 29 aprile

TELECOM ITALIA GROUP Open Access Roma, 29 aprile 2008

Open Access - Modello Operativo TELECOM ITALIA GROUP Open Access fornisce agli OLO e a TI il servizio di “accesso” attraverso le infrastrutture fisiche di rete LOCAL EXCHANGE (LE) CENTRAL OPTICAL EXCHANGE FIBER (CE) Optical Distribution Frame Main Distribution Frame Traditional Copper Network OLO Equipment External Network Termination Distribution Frame COPPER Gli OLO mantengono l’attuale interfaccia con TI Wholesale per tutti i servizi connotati da un approccio “One Stop Shop” Open Access fornisce agli OLO il necessario supporto tecnico DB ACCESS TI Optical. Assets Fibers Cable Open Access Equipment Tot. perimetro di competenza Optical Network Termination di cui Rete d’Accesso Di cui Rete di Giunzione Optical Distribution Frame Open Access - Assetts 1

TELECOM ITALIA GROUP Open Access - Perimetro : strutture coinvolte Field Services S. Pileri Technology Technical Services S. Pileri Processi di Delivery e Assistenza Tecnica alla clientela Processi di sviluppo/manutenzione della rete di accesso e di gestione degli elementi passivi della rete Processi di accoglienza, diagnosi e risoluzione delle segnalazioni di anomalie tecniche della clientela consumer Open Access 20. 000 persone 2

Open Access – Perimetro: dettaglio strutture coinvolte TELECOM ITALIA GROUP Technology Field Services Perimetro interssato S. Pileri TILab – Innovation, Engineering, Testing Accesso Fisso e Trasporto Technical Services Network Operations Program & Process Management Network Development Network Platform Operations S. Pileri TS territoriali Network Planning Network Corporate Operations Network Operation Area (8) Wireline Access Infrastructure Innovation Wireline Access Engineering Network Provisioning & Project Mng OLO Operations Program Transport & Core S. Gentili Special Projects Broadband Network Services Engineering Transport & OPB Innovation Transport & OPB Engineering Operations & Maintenance Access Network Infrastructure Engineering Broadband Network Services Innovation Network Development Wireless Access Technical Managem. Wireline Access Operations Core & Transport Cables Wireless Implement ation Quality Network Area Operations Operation Line (16) Network Operations Managem. Network Operations Unit C. Micheli Network Performance & Action Plans (53) G. Ensoli Customer Opinion Survey & OLO E. Fiocco • Network Operations Line. NOU - Development Energy System Operations Team (ruoli di TLC System Development e relativi coordinatori) -Tecnici Portanti Fisici 3

TA’ I L A QU ENZ I C I F EF ARE P S A TR TELECOM ITALIA GROUP Open Access - Il Nuovo Assetto Car Tec ing nic o Re te Svi lup d’a po cce sso Ass ura Ser nce vizi Delivery Servizi Sviluppo Rete d’accesso A IRETT D E A TARI I N U ’ Assurance Servizi Esercizio Rete d’accesso ILITA B A S ON E RESP IL CLIENT O VERS izio Eserc o ccess a ’ d Rete De liv Ser ery vizi Caring Tecnico 4

TELECOM ITALIA GROUP Open Access – il modello organizzativo INTERFACCIA VERSO OPEN ACCESS Operational Planning and Control Quality of Services Wholesale (policy) Regulatory Affairs Purchasing Imprese di rete Authority INTERFACCIA VERSO RAPPORTO FUNZIONALE Marketing Service Creations Sales Customer Operations Network Wholesale (operations) IT Technical Infrastruct. STRUTTURE DI GOVERNO TECHNICAL PLANNING OPERATIONS GOVERNANCE A RI NE EG G IN Network Creation & Engineering Cross Operations Management Database & System Requirem. Technical Process Innovation Retail Services Wholesale Services STRUTTURE DI PRODUZIONE DELIVERY SERVICES OPERATIONS (da remoto) Operations & Process Management Project Office & Nation. Act. Operations & Process Management GOVERNO OPERATIVO ACCESS OPERATIONS AREA (on field) ASSURANCE SERVICES OPERATIONS (da remoto) Cosourcers & Program Management Program & Quality Management GOVERNO OPERATIVO Delivery Services Area 4 Network Developm. 4 Network Maintenance & Field Gov. GOVERNO OPERATIVO Assurance Services Area 4 STRUTTURE DI PRODUZIONE TERRITORIALI 38 Access Operations Line 5 SI Efficiency Improvement S CE Quality Improvement O Firms Contract Management Equality of Access Data PR Economic Planning & Reporting

TELECOM ITALIA GROUP Open Access - modello organizzativo: principali novità nelle AOA Attività su Rete d’Accesso di Technology integrate con Field Services COSA CAMBIA DRIVER 4 Costituzione di funzioni Network Development e Network Maintenance nelle strutture territoriali di Open Access. − Responsabilità integrata delle Access Operations Area sulla Rete d’Accesso. 4 Integrazione dei tecnici Portati Fisici di Technology nelle strutture territoriali di Open Access. 4 Confluenza in una struttura centrale dedicata al delivery delle operatività dei SAI su piattaforme/prodotti/servizi (configurazioni e coordinamento realizzazioni business). Superamento dei Service & Activities Integration (SAI) 4 Confluenza nelle Access Operations Line delle attività di dispacciamento MOS/MOI e controllo operativo delle imprese (vedi punto successivo). − Incremento qualità (per tempestività e vicinanza al cliente). − Focalizzazione del territorio sulle attività legate all’infrastruttura di Rete d’Accesso e alla gestione delle operations on-field. − Accountability delle funzioni su obiettivi di performance/qualità mirati. 4 Mantenimento a livello di Access Operations Area delle attività di indirizzo e governo delle operatività MOS/MOI. Gestione operativa MOS/MOI integrata a livello di Access Operations Line 4 Costituzione, a livello di Access Operations Line, di un’unica funzione dedicata al dispacciamento MOS/MOI e al controllo operativo delle imprese, integrando le attività svolte da SAI e FOM. − Responsabilità E 2 E delle Access Operations Line sulla “fabbrica” territoriale 6

Open Access - relazione con i processi di delivery e assurance TELECOM ITALIA GROUP DELIVERY ACCOGLIENZA Ordine di Lavoro PROVISIONING INTERVENTO DISPACCIAMENTO MOS/MOI CLIENTE HELP DESK DI ASSURANCE Trouble Ticket 1° LIVELLO DIAGNOSI DI ON FIELD SVILUPPO RETE 2° LIVELLO FIELD GOVERNANCE TRASVERSALE Technical Services Field Services Program Manag. Open Access TO BE AS IS Operating Processes Integration National Customer Services Technology Technical Planning Customer Service Area (4) Operations Governance Program & Quality (4) Service & Activities (8) Integration (8) Sales (8) Customer Services Line (38) Delivery Services Operations Assurance Services Operations Network Development (4) (8) Access Operat. Area (4) Network Mainten. & Oper. Gov. (4) Access Operations Line (38) Line. Supporto gestion. Network Develop. Op. FOM Business Operations Managem. FOM Line Op. Business Customer Service Unit (125) Access Operations Unit (125) 7

TELECOM ITALIA GROUP Open Access - modello organizzativo - 3’ riporti OPEN ACCESS TECHNICAL PLANNING OPERATIONS GOVERNANCE Economic Planning & Reporting Network Creation & Engineering Equality of Access Data Cross Operations Management Firms Contract Management Database & System Requirements Quality Improvement Technical Process Innovation Efficiency Improvement Retail Services DELIVERY SERVICES OPERATIONS ASSURANCE SERVICES OPERATIONS ACCESS OPERATIONS AREA (4) Operations & Process Management Project Office & National Activities Cosourcers & Program Management Delivery Services Area (4) Assurance Services Area (4) Local Authority Account Program & Quality Management Network Development Network Maintenance & Field Governance Access Operations Line (38) Wholesale Services 8

TELECOM ITALIA GROUP Open Access - modello organizzativo : focus su strutture territoriali DELIVERY SERVICES OPERATIONS Operations & Process Management Project Office & National Activities 1. 500 Delivery Services Area (4) Delivery Planning Management Project Management Services Management Design & Configurations 9

TELECOM ITALIA GROUP Open Access - modello organizzativo : focus su strutture territoriali ASSURANCE SERVICES OPERATIONS Operations & Process Management Cosourcers & Program Management 3. 900 Assurance Services Area (4) Line Support Performance Management (regia terrritoriale) Basic Services (8) Advanced Services (8) Custom Services 10

TELECOM ITALIA GROUP Open Access - modello organizzativo : focus su strutture territoriali ACCESS OPERATIONS AREA (4) Program & Quality Management Network Development Economics & Reporting Support & Control Procedures & Quality Firms Contract Management Project Planning Optical Fiber 14. 700 Network Maintenance & Field Governance Network Maintenance Operational Planning Cross Operations Management Systems & Network Inventory Access Operations Line (38) Line Support Network Development Operations Management Line Operations Business (8) Access Operations Unit (125) 11