Telecommunication Networks Architecture, Operations and Innovation רשתות תקשורת- ארכיטקטורה, תפעול, וחדשנות

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1 Telecommunication Networks Architecture, Operations and Innovation רשתות תקשורת- ארכיטקטורה, תפעול, וחדשנות 1 Introduction to data networks 2 Data networks technologies 3 Mobile networks overview 4 OSS business and market overview 5 Yield management 6 OSS portfolio and OMS 7 OSS Service management 8 Introduction to Ideation Methodologies 9 Innovation ideation Challenge topic #1, Part Innovation ideation Challenge topic #1, Part Innovation ideation Challenge topic #2, Part Innovation ideation Challenge topic #2, Part OSS fulfillment management 14 Enhanced Telecom Operations Map 1 Telecommunication Networks 1

2 Service Management Functional and technical architecture of Service Management products 2

3 Core Network > Network Layers > Core > Distribution > Concentration > Access > Layer 2 > ATM > Ethernet > POS > Serial > Layer 3 > IP > MPLS 3

4 Product Overview Topics Typical Scenario Capabilities Service Order Manager and Service Composition Manager Unified Service Manager (USM) SLA Manager B/OSS Manager Foundations Architecture 4

5 SM Converging BSS/OSS SM Bridges the gap between the BSS (customer management) systems and the OSS (Network Resource management) systems BSS ORDER HANDLING PROBLEM HANDLING CRM BILLING Service Management Fulfilment OSS Network Resource Manager WFM ALARM & EVENT TEST & DIAG. Other OSS systems 5

6 Service Management in OSS Product Portfolio 6

7 Foundations SM Functional Architecture APM AIF Service Composition Manager Service Catalog Service Order Manager (SOM) Orchestration Unified Service Manager (USM) SLA Manager ASC Service Fulfillment ASM B/OSS Manager Router Business Activity Monitoring (BAM) Fallout Manager & Task Manager 7

8 Application Interfaces SM is a backend-oriented system which helps automate processes, thus most of the application functionality and processes are initiated by backend operations At runtime 2 main types of interfaces to the application are used: User Interface: Web Client Browser based client Classic Client a desktop client Backend Interface: Capability XMLs, EJB (e.g. MOP, MSI,MRS) 8

9 Service Management interfaces to other products: CRM SM technically shares many foundations with CRM (SLM, Task Management, APM, AIF, and more) Ordering Ordering (AO) and Service Order Manager (SOM) complement each other in the end-to-end Order-to-Activation solution. Integrated yet modular solution: the products are independently complete products, performing functions that serve the interest of the two distinct organizations AO is centered around the CSR and the interaction with the customer (order capture and negotiation) SOM is centered around the Service Operations, Provisioning Engineer and Network Engineer for interactions with the network Inventory Management inventory management - SM integration comes OOB 9

10 Service Management Main entities/phases SOM SCM SOM USM Project order containing John s DSL light product is created John s order is decomposed based on catalog service specifications defined for the DSL light product Specification Service Orders are created and John s order is fulfilled! John s service instances are updated to active state 10

11 Product Overview SM Functional Architecture 11

12 Service Fulfillment Receive Service order (MFO) Calculate dependencies Store in DB Create SF process Update service inventory (MSI) Invoke Design-Assign in NRM (MRS) Receive Implementation Jobs (MNA) Invoke Activation (MAJ) and WFM (MWA) Send notifications to Orchestration (KSU) Manage dependencies Mange in-flight orders 12

13 Service Fulfillment Receive Service order (MFO) Calculate dependencies Store in DB Create SF process Update service inventory (MSI) Invoke Design-Assign in NRM (MRS) Receive Implementation Jobs (MNA) Invoke Activation (MAJ) and WFM (MWA) Send notifications to Orchestration (KSU) Manage dependencies Mange in-flight orders 13

14 SF Dependencies 2 Types Status-To-Status (Individual) Sub-Group dependency Receive Service order (MFO) Calculate dependencies Store in DB Create SF process Update service inventory (MSI) Invoke Design-Assign in NRM (MRS) Receive Implementation Jobs (MNA) Invoke Activation (MAJ) and WFM (MWA) Send notifications to Orchestration (KSU) Manage dependencies Mange in-flight orders 14

15 SF Dependencies Status-To-Status (Individual) Calculated between: Services The services must belong to the same SO. Receive Service order (MFO) Calculate dependencies Store in DB Create SF process Update service inventory (MSI) Invoke Design-Assign in NRM (MRS) Receive Implementation Jobs (MNA) Invoke Activation (MAJ) and WFM (MWA) Send notifications to Orchestration (KSU) Manage dependencies Mange in-flight orders 15

16 SF Dependencies Status-To-Status (Individual) SO 4 S4 S5 S6 For example if S4 and S5 have status 2 status dependency (Where S4 is the waiting service and S5 is the independent service), in order for a dependency to be calculated in SF, the services must be related (P2P relation) prior in SCM. (either in parent child relation which is the case for S4 and S5 or in P2P relation) 16

17 Calculate dependencies Individual dependency Status 2 status example S5 S4 The 2 Services fulfillment processes start at the same time, However S4 stops at the waiting status until S5 has reached the continue status. The dependency is calculated and managed by SF. 17

18 Individual Dependency Supported Levels Service to service under same service order 18

19 SOM Orchestration Dependencies Service Catalog definitions: Parent service Child service Status of the parent to wait for Status of the child to wait in Parent action (Provide/Modify/Cease/Unchanged) Child action (Provide/Modify/Cease/Unchanged) 19

20 SOM Orchestration Dependencies Sub - Group dependencies - Service Catalog definitions: Sub-Group assignment rules to determine at run-time services Sub-groups Sub-Groups assignment rules are based on service Action (Provide/Modify/Cease/Unchanged) SCM Service Catalog is used 20

21 SF Store in DB MFO Calculated dependencies MFO details and the dependencies calculated by SF are stored in the DB. Receive Service order (MFO) Calculate dependencies Store in DB Create SF process Update service inventory (MSI) Invoke Design-Assign in NRM (MRS) Receive Implementation Jobs (MNA) Invoke Activation (MAJ) and WFM (MWA) Send notifications to Orchestration (KSU) Manage dependencies Mange in-flight orders 21

22 SF Store in DB Launch APM process Receive Service order (MFO) Calculate dependencies Store in DB Create SF process Update service inventory (MSI) Invoke Design-Assign in NRM (MRS) Receive Implementation Jobs (MNA) Invoke Activation (MAJ) and WFM (MWA) Send notifications to Orchestration (KSU) Manage dependencies Mange in-flight orders 22

23 Service fulfillment High Level flow CRM Customer Requests a new Service Receive & Validate Create Order Router Order Completion Status B/OSS MGR MFO Orchestration Receive Service Order Create Service Instance USM Design Solution Implement Solution Manage Workforce Commissi on Solution NRM NRM Service Activation WFM Test Service The MFO capability defines the mechanism by which fulfillment orders can be created and managed in SM. Process type selected according to SCM/Service catalog specifications 23

24 Service fulfillment High Level flow CRM Receive & Validate Create Order Order Completion Status Customer Requests a new Service Router B/OSS MGR Orchestration Receive Service Order Create Service Instance MSI USM Design Solution Implement Solution Manage Workforce Commission Solution NRM NRM Service Activation WFM Test Service Service instance is created by using the MSI capability The USM implements the system's capability Manage Service Instance (MSI) It provides a single access point to the Service Instance data MSI is a capability offered by USM to create, update or query the Unified View of a Service Instance 24

25 Service fulfillment High Level flow CRM Receive & Validate Create Order Order Completion Status Customer Requests a new Service Router B/OSS MGR Orchestration Receive Service Order Create Service Instance Design Solution Implement Solution Manage Workforce Commission Solution USM MRS NRM NRM Service Activation WFM Test Service SM calls MRS capability to design service on the network and reserve network resources Design and Assign. It will establish the job list needed for the service. The NRM system/s (Network Resource management) implement the capability Manage Resource Services (MRS) NRM systems:, Legacy. 25

26 Service fulfillment High Level flow CRM Receive & Validate Create Order Order Completion Status Customer Requests a new Service Router B/OSS MGR Orchestration Receive Service Order Create Service Instance Design Solution Implement Solution Manage Workforce Commission Solution USM MRS MNA NRM NRM Service Activation WFM Test Service SM calls MRS capability of NRM system again, in order to start the service implementation NRM system responses by passing activation job list back to SM using the MNA capability 26

27 Service fulfillment High Level flow CRM Receive & Validate Create Order Order Completion Status Customer Requests a new Service Router B/OSS MGR Orchestration Receive Service Order Create Service Instance Design Solution Implement Solution MNA Manage Workforce Commission Solution USM MAJ NRM NRM Service Activation WFM Test Service SM uses MNA capability to implements a process which orchestrates the jobs activation (sequence, dependencies etc). The process runs against the job list to deliver each job to its recipient ( Integration) SM sends individual jobs to the correct activation system using the MAJ capability 27

28 Service Fulfillment (SF): Service fulfillment High Level flow CRM Receive & Validate Create Order Order Completion Status Customer Requests a new Service Router B/OSS MGR Orchestration Receive Service Order Create Service Instance Design Solution Implement Solution Manage Workforce Commission Solution USM MWA NRM NRM Service Activation WFM Test Service SM uses the MWA capability to send an engineering task to an external workforce management system. Multiple progress updates are received from the WFM provider, until the task is completed. 28

29 Service fulfillment High Level flow CRM Receive & Validate Create Order Order Completion Status Customer Requests a new Service Router B/OSS MGR Orchestration Update Service Instance MSI USM Receive Service Order Create Service Instance Design Solution Implement Solution Manage Workforce Commission Solution USM NRM NRM Service Activation WFM Test Service SM calls MSI capability to update service instance details in USM 29

30 Service fulfillment High Level flow CRM Receive & Validate Create Order Order Completion Status Customer Requests a new Service Router KSU B/OSS MGR Orchestration KSU Receive Service Order Create Service Instance Design Solution Implement Solution Manage Workforce Commission Solution USM NRM NRM Service Activation WFM Test Service Notification is sent back to Orchestration once the Service Order is closed Orchestration will notify the Northbound system (BSS) that fulfillment for the service has been completed. 30

31 SF Send KSU Receive Service order (MFO) Calculate dependencies Store in DB Create SF process Update service inventory (MSI) Invoke Design-Assign in NRM (MRS) Receive Implementation Jobs (MNA) Invoke Activation (MAJ) and WFM (MWA) Send notifications to Orchestration (KSU) Manage dependencies Mange in-flight orders 31

32 Service fulfillment High Level flow CRM Receive & Validate Create Order Order Completion Status Customer Requests a new Service Router KSU B/OSS MGR Orchestration KSU Receive Service Order Create Service Instance Design Solution Implement Solution Manage Workforce Commission Solution USM NRM NRM Service Activation WFM Test Service Notification is sent back to Orchestration once the Service Order is closed Orchestration will notify the Northbound system (BSS) that fulfillment for the service has been completed. The KSU are sent at each status change as well as at the end of the fulfillment flow. 32

33 SF Manage dependencies Receive Service order (MFO) Calculate dependencies Store in DB Create SF process Update service inventory (MSI) Making sure that the root service and the sub services are fulfilled according to their sub group assignment and according to their status to status dependency. Invoke Design-Assign in NRM (MRS) Receive Implementation Jobs (MNA) Invoke Activation (MAJ) and WFM (MWA) Send notifications to Orchestration (KSU) Manage dependencies Mange in-flight orders 33

34 SF Manage in-flight order MFO 1 - SO1: Create S1: Provide S2: Provide S3: Provide MFO 2 - SO1: Amend S1: Provide S1: Provide When MFO 1 is received SF starts a fulfillment process that fulfills S1, S2, S3 When MFO 2 is received SF cancels the previous fulfillment process and start a new fulfillment process that only fulfills S1 and S2. Receive Service order (MFO) Calculate dependencies Store in DB Create SF process Update service inventory (MSI) Invoke Design-Assign in NRM (MRS) Receive Implementation Jobs (MNA) Invoke Activation (MAJ) and WFM (MWA) Send notifications to Orchestration (KSU) Manage dependencies Mange in-flight orders 34

35 Service Order Manager (SOM) SF SF: GUI View Service Order details Users: Provisioning engineers 35

36 Service Order Manager (SOM) SOM Processes Orchestration and SF functionality is implemented by Process Manager (APM) processes 36

37 Product Overview SM Functional Architecture 37

38 RTOM Real-Time Order Management (RTOM) Service Order Manager gives special treatment to orders which have to fulfilled in a matter of seconds (The requirement is 15 seconds to activation) How does SOM recognize these priority orders? Priority flag specified in the order itself Product or Service is flagged as Priority in the Service Catalog 38

39 How is RTOM achieved? Process serving RTOM orders is optimized for reaching activation faster activation jobs are created in SOM by the MNA Generator RTOM orders are given precedence over regular orders and thus get processed faster 39

40 Question <Title> ; Type = Multiple Choice Which of the following is true a) For CFS, the SF fulfilment process interacts with external NRM system b) For CFS, the SF fulfilment process does not interact with external NRM system SF calculates status 2 status dependency between a) Product, Service Orders only b) Service Orders only c) Product Orders, Products, Service Orders d) Services only 40

41 SM Functional Architecture 41

42 SM Unified Service Management The Unified Service Manager The Unified Service Manager (USM) is SM s service inventory It is designed to be the master service inventory Details of the services that are managed through SM Service Fulfillment are recorded within USM USM then becomes the master reference for trouble tickets that can be managed through Service Assurance component (to perform the impact analysis) and for SCM USM compare step Network Resourc es Customer s Unified Service Manage r Services 42

43 Service, Resource and Customer Data USM links together: Service Data Status ID Attributes Resource Data Network Resources Customers Unified Service Manager Services Data from multiple resource inventories (such as Number Mng, IP Address Mng, Network Inventory, etc.) Customer Data Required set of customer details can be held on the Service Instance for operational purposes (e.g. tech contact) 43

44 MSI - The USM Interface USM implements the system s capability to Manage Service Instances (MSI) Manage Service Instance (MSI) is a capability offered by USM to create, update or query the Unified View of a Service Instance. 44

45 MSI capability Provides the means to manage the lifecycle of a service instance Status held for the service instance is aligned to the functionality provided by MSI. Operations Create Service Update Service Modify Service Cease Service Query Service New Cancel Cancelled Cancel Service Complete Service Suspend Service Activate Suspend Resume Service Active Suspended Cease Un - suspend Ceased 45

46 Logical Model example 46

47 Logical Model example - Relationships Child-parent association Service A (root) Version Child-parent association Peer-peer association Service X (root) Child-parent association RelatedService Child-parent association Version Service B (sub-service) Service C (sub-service) Version Version Service Y (sub-service) Service Z (sub-service) RelatedService RelatedService Version Version RelatedService RelatedService Peer-peer association RelatedService 47

48 MSI MSI is exposed as EJB interface (synchronous) SOA SOAP/HTTP interface (synchronous) 48

49 UI Service Browser (relation browser) Home Page WebReports Resource Browser Wizards 49

50 Question <Title> ; Type = Multiple Choice USM stores service relations (P2P and Parent Child) a) True b) False USM capability is: a) MRS b) MFO c) MOP d) MSI 50

51 Product Overview Topics Typical Scenerio Capabilities Service Order Manager and Service Composition Manager Unified Service Manager (USM) SLA Manager B/OSS Manager Foundations Architecture 51

52 Foundations SM Functional Architecture APM AIF Service Composition Manager Service Catalog Service Order Manager (SOM) Orchestration Unified Service Manager (USM) SLA Manager ASC Service Fulfillment ASM B/OSS Manager Router Business Activity Monitoring (BAM) Fallout Manager & Task Manager 52

53 B/OSS Manager B/OSS Manager Fallout management Task Management Business Activity Monitoring (BAM) Router 53

54 B/OSS Manager and Service Management B/OSS Manager is a logical grouping of foundation functionality which serves both Service Management (SM) and Service Assurance (SA) It includes: Fallout Management Task Management Business Activity Monitoring Router 54

55 B/OSS Manager B/OSS Manager Fallout management Task Management Business Activity Monitoring (BAM) Router Error handling framework The Error Handling (EH) Framework provides: A standard way for the application logic to raise/collect error events Configurable handling of error events, with an Administrator UI for defining EH policies Standard logging of errors 55

56 Boss Manager - Fallout Management Error Handling Flow Error Event Policy Component (IIF/APM) Raises Error to Policy Matching Error Automatic Resolution Raise Errors in a unified way One framework which handles all Errors Automatic resolution of Errors Creation of Manual Fallouts Error handling meta-data Error policies have criteria that match Errors Error Policies define resolution actions Manual Fallout definition includes the fallout type & the attributes to display/accept from the user Slide 111 of 171 Manual fallout (Action Item) Workflow Error Manual Resolution Error Resolved 56

57 B/OSS Manager B/OSS Manager Fallout management Task Management Business Activity Monitoring (BAM) Router 57

58 B/OSS Manager Task Management Action Items Enable users to manually perform tasks through the GUI 2 Types of Action Items: Fallouts: If there are errors during or before process execution, action item might be created automatically by the system (fallout management) Planed tasks - Manual intervention required in the process 58

59 B/OSS Manager Task Management Action Items - Workflow Objects B/OSS Manager provides a workflow mechanism to enable the effective automation of Action Items Action Item is a workflow object A Workflow Object is an item of work that can be passed around between users in order to accomplish a particular business process. 59

60 B/OSS Manager Task Management Action Items Workflow Objects Once an action item has been created, it is dispacthed to the correct queue. Once dispatched o a queue, the task can be viewed by any member of the queue. Queue members can accept the action item to their work folder Or queue supervisor can assign the action item to any user s work folder Resolution: To fulfill the action required, the user will need to complete various fields before changing the status to completed and saving the action item Once the action item has been completed, the process can resume. 60

61 B/OSS Manager Task Management Action Items Workflow Objects 61

62 B/OSS Manager B/OSS Manager Fallout management Task Management Business Activity Monitoring (BAM) Router 62

63 B/OSS Manager - BAM Business Activity Monitoring (BAM) B/OSS Manager Business Activity Monitoring (BAM) is an integrated solution that provides realtime performance and risk metrics It is achieved by reporting various events to a third-party application that analyzes and presents the data Third-party: IBM Cognos 63

64 B/OSS Manager - BAM Business Activity Monitoring (BAM) SOM (SF, Orchestration) and SLA Manager provide the input data to BAM by sending events to signal the stage and status of an order B/OSS Manager Business Activity Monitoring includes three main stages: Event collection Processing and analysis Delivery and display 64

65 Boss Manager - BAM Cognos Out-of-the-Box A set of Cognos data views are configured and supplied out-of-the-box. These data views fall into the following categories: 1. Average Time Dashboards - The Average Time group of dashboards displays the average time taken for various processes 2. Health Dashboards - The Health (Open Order) dashboards provide an aggregated view of all open orders and their order/jeopardy status 3. Fallout Dashboard - This dashboard displays the fallouts (errors/exceptions) according to task type, order type and service action 65

66 Dashboard Examples 66

67 B/OSS Manager B/OSS Manager Fallout management Task Management Business Activity Monitoring (BAM) Router Explained later 67

68 Question <Title> ; Type = Multiple Choice An Action item can be created a) Planed task b) Manual fallout c) Planed task or manual fallout Error handling framework might create: a) A Service Order (SO) b) An Action Item c) A jeopardy event 68

69 SM Functional Architecture 69

70 Foundations SM utilizes some 7.5 foundation components which provide standard integration, process management and configuration functionality These are: APM Process Manager AIF Integration Framework ASC System Configuration ASM Security Manager 70

71 Foundations Foundations Process Manager (APM) Integration Framework (AIF) System Configuration (ASC) ASM ( Security Manager) 71

72 Process Manager (APM) Process Manager is overall business process management foundation product It enables products and their implementations to define, execute, and monitor long-lived, multi-stepped business process flows that can span multiple applications and users Service Management uses Process Manager to break down complex business procedures into a sequence of discrete steps that can trigger specific functions 72

73 Process Manager (APM) APM has the following runtime capabilities: Manage Process Flow Iteration Loops Conditional Paths Waiting and Sequencing Call Sub-Process Local Variables Query and Update the Database Invoke AIF Services To perform complex operations like sending an XML message 73

74 Process Manager (APM) APM is used both in design time and runtime: Process Editor Used to design and implement process definitions according to the process model created by business analysts Process Engine A runtime engine that executes the process instances based on process definitions and runtime business parameters Process Monitor Monitor and manage the execution of running process instances 74

75 Process Editor (GIDE) 75

76 Process Editor (GIDE) Service Calls and Subprocess 76

77 Process Editor (GIDE) Conditional and Merge Flows 77

78 Process Monitor 78

79 Foundations Foundations Process Manager (APM) Integration Framework (AIF) System Configuration (ASC) ASM ( Security Manager) 79

80 Integration Framework (AIF) Integration Framework (AIF) is a common standard-based foundation for integrating applications internally and with external systems. In SM it is responsible for the communication between Process Manager (APM) and SM services Some available services 80

81 APM Invoking Services AIF at design and development time: Service operations are defined and registered Service is implemented in code APM processes are designed to call these services AIF at runtime: Execute the service calls APM Process DB AIF Services 81

82 Foundations Foundations Process Manager (APM) Integration Framework (AIF) System Configuration (ASC) ASM ( Security Manager) 82

83 System Configuration (ASC) enables configuring the operational parameters of applications ASC configuration tree: ASC Tool Configure the event triggers for sending MBA messages to BAM: 83

84 Question <Title> ; Type = Multiple Choice Which of the following is not and foundation tool: a) ASC b) APM c) SOM d) AIF The APM tool has: a) Editor only b) Editor and monitor c) Editor, Engine and monitor 84

85 Product Overview Index Typical Scenario Capabilities Service Order Manager and Service Composition Manager Unified Service Manager (USM) SLA Manager B/OSS Manager Foundations Architecture 85

86 Basic Deployment multiple instance deployment 86

87 Basic Deployment Single instance deployment 87

88 Overview External System JMS Exposed Interface External System Router Process Execution Instance (PEI) B / OSS Router SF, Orchestration, Router are PEI MOP Order Orchestration PEI JMS - Internal MFO Order Servi c e Fulfillment PEI Each PEI has a JMS queues and a process manager (APM) 88

89 This architecture is the same for the following instances: Orchestration SF Router All employ APM for running some of their business logic PEI - Architecture Thus called Process Execution Instance (PEI) 89

90 Typical PEI Flow - SF example Slide 150 of 171 Slide 111 of

91 PEI Architecture The Integration Framework includes 2 parts: IIF Inbound Integration Framework OEF Outbound Enrichment Framework PEI SM Integration Framework IIF OEF Process Manager (APM) DB continue d 91

92 Inbound Integration Framework (IIF) IIF is a software layer responsible for the initial processing of incoming backend requests (MOP, MFO, etc.) It handles the message from its arrival on the instance until either: A process is resolved and invoked A response is sent (via OEF) Typical operations at this layer: Input message validations Persisting data to DB Orchestration call SCM 92

93 Outbound Enrichment Framework (OEF) OEF is a software layer responsible for: The creation of capability messages (MFO, MSI, etc.) Sending the created message to another instance It uses a mechanism for enriching a base xml message with more data (generated by a process or from the DB) This layer is typically invoked from either: IIF Layer APM process instance 93

94 Overview Single Instance allows the following The installation of multiple components to a single application server It can be all the components Orch, SF, and Router (SA as well) It can be any combination of components Components on the same application server still communicate using JMS queues Single DB 94

95 SM Functional Architecture 95

96 Router The Router is responsible for the routing of messages between all parties: External Applications Internal Applications Slide 157 of

97 Router Router External System JMS Exposed Interface External System Single point of access for Interfacing B / OSS Router PEI Load Balancing JMS - Internal MOP Order MFO Order Orchestration Servi c e Fulfillment Slide 158 of

98 Router The routing logic is based on Functional parameters: service type, service name (capability) Technical parameters (for load balancing) Incoming messages are validated, stored and forwarded (according to parameters extracted from the message) Slide 159 of

99 Routing example incoming MFO Functional parameters Technical parameters Destination Capability name Service Name Weight SF MFO PSTN 100% SF1 MFO SMS 100% SF2 MFO Broadband 80% SF3 MFO Broadband 20% SF4 Slide 159 of

100 Router: Routing example 1 External Systems B/OSS Router IG 2 IG Orchestration 3 Process SF IG Process 100

101 The Router can be skipped Router File configurations are required in order to skip the router 101

102 Question <Title> ; Type = Multiple Choice Which of the following is not a PEI a) Orchestration b) SF c) USM d) Router 102

103 Question <Title> ; Type = Multiple Choice The Router can be skipped: a) True b) False 103

104 Review SM is the solution for the etom Service Management layer fulfillment domain SM bridges the OSS/BSS gap from order to activation The main products are SCM (Service Catalog), SOM (Orchestration + SF), USM B/OSS Manager gives cross product functionality: Router single point of messaging internally and externally Manual Fallout and tasks management, BAM SLA manager tracking service orders and action items at risk of not meeting their required date time Foundations used by SM include: APM, AIF, ASC and ASM APM drives the SM processes 104

105 Service Management in OSS Product Portfolio 105

106 MNA Capability Manage Network Activation (MNA) Allows the NRM system to pass a list of Activation Jobs to SM 106

107 Capability list MOP MFO MSI MRS MNA XML over JMS XML over JMS Object over EJB XML over JMS XML over JMS Orchestration Yes No SF Yes No USM Yes No NRM No Yes SF Yes No 107

108 MAJ Capability Manage Activation Job (MAJ) Sends individual jobs received from MNA to the correct activation system and receives the responses 108

109 Capability list MOP MFO MSI MRS MNA XML over JMS XML over JMS Object over EJB XML over JMS XML over JMS Orchestration Yes No SF Yes No USM Yes No NRM No Yes SF Yes No MAJ XML over JMS Activation system No Yes 109

110 MWA Capability Manage Workforce Activity (MWA) Defines the functionality to send a work order to a workforce management system. 110

111 Capability list MOP MFO MSI MRS MNA MAJ MWA XML over JMS XML over JMS Object over EJB XML over JMS XML over JMS XML over JMS XML over JMS Orchestration Yes No SF Yes No USM Yes No NRM No Yes SF Yes No Activation system No Yes WFM No Yes 111

112 MDT Capability Manage Diagnostic Test (MDT) Perform diagnostic tests on the service 112

113 Capability list MOP Capability Implemented by SM offered capability XML over JMS Orchestration Yes No SM used capability MFO MSI MRS MNA MAJ MWA MDT XML over JMS Object over EJB XML over JMS XML over JMS XML over JMS XML over JMS XML over JMS SF Yes No USM Yes No NRM No Yes SF Yes No Activation system No Yes WFM No Yes Testing system No Yes 113

114 MBA Capability Manage Business Activity (MBA) Sends Business Activity Monitoring Events at Runtime for Fulfillment and Assurance monitoring 114

115 Capability list MOP MFO MSI MRS MNA MAJ MWA MDT MBA XML over JMS XML over JMS Object over EJB XML over JMS XML over JMS XML over JMS XML over JMS XML over JMS XML over JMS Orchestration Yes No SF Yes No USM Yes No NRM No Yes SF Yes No Activation system No Yes WFM No Yes Testing system No Yes BAM Yes No 115

116 Service Fulfillment Main Integration Points 116

117 Question <Title> ; Type = Multiple Choice MWA is a service management offered capability a) True b) False MSI is a service management offered capability a) True b) False 117