SEPTEMBER 28, 2018 ACTION WEEK ROUNDUP DEREK FLEXER

Transcription

1 SEPTEMBER 28, 2018 ACTION WEEK ROUNDUP DEREK FLEXER

2 Table of Contents Introduction... 3 Digital Transformation North America / TM Forum Action Week in Dallas... 4 Open Digital Architecture (ODA) / ZOOM... 6 AI & Data Analytics Open APIs Customer Centricity Frameworx Internet of Everything and Digital Ecosystems Business Assurance Catalysts Page 2 of 31

3 Introduction There was a fantastic atmosphere at the newly co-located Digital Transformation North America on Monday 24 th September and Action Week in Dallas from Tuesday 25 th to Friday 28 th of September There were 247 attendees from 87 companies travelling from 24 different countries spanning the globe. 99 of the attendees were representing 24 unique CSP companies. The week was a mix of inspirational keynotes, workshops and case studies, focusing on the how of making the leap to be a truly Digital Operator and unlocking value beyond connectivity. Throughout this collaborative working event, attendees explored the big issues facing our industry and had a chance to influence industry-wide change. This event demonstrated how to successfully address the complexities of digital transformation, with the goal of helping operators find their footing in the broader digital ecosystem to seize the opportunity of becoming a 2025 CSP. To get a flavor of the event, there are two Inform articles relating to Monday s DTNA event: DTNA 2018: Many CSPs don t know what DevSecOps is and that s a problem DTNA 2018: Can CSPs transform themselves into digital genies? And two relating to Dallas Action Week: Action Week 2018: Can CSPs move AI from sci-fi to deployment? Action Week 2018: Meet our outstanding contributors The presentations from Monday s Conference sessions are posted here: Page 3 of 31

4 Digital Transformation North America / TM Forum Action Week in Dallas Monday morning started with keynote presentations setting the scene for the week The opening keynote was given by Nik Willets, CEO, TM Forum titled Digital Agility: Moving at the Speed of Innovation. Nik welcomed all to the week ahead and explained TM Forum s mission to help communications service providers (CSPs) transform and thrive in the digital era. This featured discussion on Open Digital Ecosystems and how they will fundamentally reshape our market. 5G ECOSYSTEM PARTNER BUSINESS Financial Services Automotive 5% Manufacturing 8% Connectivity 19% Media & Entertainment 11% Storage Digital Providers Compute SaaS Platform Vendors SIs Edge 17% Energy & Utilities Healthcare 13% Orchestration Consultants Analytics AI 13% 13% Public Transport Public Safety There were two more keynote presentations: Digital Transformation and the Customer Experience - Rajeev Chandrasekharan, CIO, Verizon Business Markets Digital Technology Solutions - At Verizon we operate under the premise that Digital Transformation requires a wholesale reinvention of every aspect of your business. As a global communication service provider, we are constantly advancing the digital world. Leveraging his experiences at Verizon, Rajeev discussed the opportunities Digitalization provides specifically around Customer Experience, Business Reinvention, and Innovation. He also dived into techniques and methods that can scale to any business. Weaving Security into the Fabric of Every Application - Paul Fox, Assistant Vice President Technology AT&T o Losses stemming from fraud are staggering. In 2017 alone, FBI's Internet Crime Complaint Center received more than 300,000 complaints with reported losses topping $1.4 Billion. Fraud is elusive and omnipresent; finding it in one channel can affect losses in others. o Telecom customers expect better, faster, flexible, reliable and more secure services without interruption. Page 4 of 31

5 o o o DevSecOps (DSO) enables teams to meet these expectations by delivering more secure platforms through process simplification. It augments DevOps automation, process orchestration and cross-domain delivery principles. By proactively identifying and eliminating vulnerabilities, teams incorporate security into each stage of the software development lifecycle. DSO also covers threat modeling, risk assessment, automation and analytics. To meet security expectations, every actor in the development lifecycle becomes responsible to help deliver a secure service in each stage of the process. How do we take the lead in weaving security into the fabric of every application? CASE STUDY: Delivering Operational Excellence through Intelligent RPA - Asad Nabi, Senior Director, Systems Engineering and Architecture, CenturyLink and Pradeep Balakrishnan, Director, Robotics & Automation, Prodapt. o Brief introduction to RPA What is RPA, its evolution and classification Identification of processes for effective automation Benefits delivered - OPEX savings and beyond o CenturyLink business scenario and challenges faced in achieving optimization and need for RPA o Considerations going forward/guidelines for new adopters o Best practices for scaling RPA CoE model & tracking/planning its successful execution In take tool License management/innovative commercial models for licensing PANEL: 2020 Digital Operator Making Digital Transformation a Reality o Sam Gadodia, CEO & Co-Founder, LotusFlare o Chris Hill, SVP of Digital Transformation & IoT, Synchronoss Technologies, Inc. o Rouven Weßling, Director of Developer Enablement, Contentful o Rajeev Chandrasekharan, CIO, Verizon Business Markets Digital Technology Solutions, Verizon What is your vision for the Digital Operator 2020? What are the main building blocks for a successful digital transformation? Setting priorities for the transformation journey what are the criteria? What are the main internal and external challenges your company is facing on the road to digital transformation? Where do you see the biggest opportunities for growth for the Digital Operator of the future? In the afternoon the conference split into two tracks; Embracing New Business Models Agility for Profitability Transforming Business IT Automating and Simplifying for an Intelligent Future Page 5 of 31

6 Open Digital Architecture (ODA) / ZOOM The Open Digital Architecture (ODA) is a more agile replacement for traditional operational and business support systems (OSS/BSS) architecture. Business-to-consumer markets have been transformed by social media and commerce platforms, enabled by communications service providers (CSPs ) multi-billion-dollar investments in global communications networks. But CSPs piece of the pie is shrinking, as ubiquitous connectivity has driven down prices, eroded profit margins and lengthened the time it takes for new infrastructure to pay back. This in turn slows the cycle of innovation. To read the latest white paper on ODA, see: If you are not already a project member, you may join the ODA project (in the Core Project Area ) here: Members wishing to get involved in the ODA project may access the working area on the project Wiki, Confluence, here: See the meeting notes from Action Week, Dallas and working calls here: Summary of ODA Sessions at Action Week: MEETING TITLE: Newcomers Introduction to the ODA Project OBJECTIVE: To welcome newcomers to the ODA project and provide an overview of the project workstreams, topics and deliverables via the document roadmap. OUTCOME: This well-attended and well-received introductory session got the week off to a great start. Ken Dilbeck presented a comprehensive overview of the Open Digital Architecture (ODA) Project, highlighting the assets delivered in R18.0 and the workstreams and work items planned for R18.5 (incorporating ZOOM). Ken concluded his presentation with a review of the Action Week agenda for ODA/ZOOM topics. MEETING TITLE: Commercial, Operational and Technical Onboarding Automation OBJECTIVE: To establish a work schedule to progress the following topics: Model-driven Onboarding of Physically Oriented Resources Deployment Pattern for SDN/NFV solutions OUTCOME: Regarding the On-boarding of Physically Oriented Resources, the goal is to automate onboarding physically related devices using similar approaches to those developed for Software assets (IG1141) including Network Function Virtualization (NFV). The concept is to replace the current manual paper based approached with a (meta)data driven model driven automation approach. The expected benefit is to improve cash flow for the vendor and quality and agility for the service provider. The key focus is to define the metadata structure and lifecycle especially between the vendor catalogue and the service provider catalogue. Page 6 of 31

7 MEETING TITLE: API Roadmapped APIs OBJECTIVE: OUTCOME: This joint ODA/API session gave Frank Massoudian and Edward Pershwitz an opportunity to summarize and explain the background to their proposals for a suite of Test APIs identified during the Joint Agile Delivery Catalyst projects and associated documentation, IG1137 Joint Agile Delivery Suite R The resulting discussion led to a better understanding of the requirements and agreement to continue discussing the topic on the weekly API calls. Other road mapped APIs requiring member support were also identified. MEETING TITLE: Onboarding of ODA Components in a Cloud Native Environment OBJECTIVE: To address the management of ODA components in a cloud-native environment OUTCOME: Eric Troup led an interactive discussion on this complex topic, using flip charts to capture attendee expectations and next steps. It is clear that further work is required in this area and capturing how major cloud providers onboard services and products will help. Thanks to Aaron Perez for his suggestion that we consider the 12 factor principles as guidance/governance for a cloud-native package. MEETING TITLE: TOSCA Enhancements for Model-Driven Automation OBJECTIVE: Defining Model-Driven Onboarding and Zero Touch Automation and Orchestration supported by an extended OASIS TOSCA Profile and TM Forum metadata OUTCOME: Dave Milham introduced this session by identifying the need for model-driven automation to drive the agile, shortened development cycles required by the Open Digital Architecture (ODA), and demonstrated by the Onboarding and Lifecycle Management (OLM) team's work on automated software asset onboarding. In addition, several Catalyst projects (Blade Runner, 5G Intelligent Service Operations, 5G Intelligent Planning and Optimization) have considered TOSCA profiles. Discussions revolved around the ODA R18.5 work item, TOSCA enhancements for model-driven automation, and whether to use the latest version of the TOSCA Profile v1.2 19th July (published on 30th August 2018). Further discussions will take place during the weekly OLM calls. MEETING TITLE: ODA Functional Architecture Use Case Development OBJECTIVE: To identify and begin creating a series of User Stories and Use Cases for the ODA Functional Blocks OUTCOME: Sylvie Demarest shared some detailed work she had done on Catalog Use Cases and proposed a list of possible Use Case for future. Sylvie Demarest also proposed a list of use cases regarding CEM i.e. 360 View, chatbots. MEETING TITLE: Blockchain Applicability in Ecosystem Trust and Traceability OBJECTIVE: Scope of the TM Forum work in relation to Ecosystem Trust and Traceability using Blockchain OUTCOME: With only a handful of attendees and technical difficulties with presentations via the remote connection, this Q5 session was not as successful as we had hoped. Page 7 of 31

8 JOINT: Frameworx MEETING TITLE: Continued Evolution of the ODA Component OBJECTIVE: Explain the work on ODA Component and further align it with the ODA work OUTCOME: A review of draft document IG1174 Model-Driven Design of Management Interfaces for ODA Components R by Stephen Fratini and the presentation of use cases by Massimo Banzi based on Telecom Italia s Technical Service Orchestrator, highlighted the need to clarify what we want from an ODA Component, and the requirement for participation by members with an understanding of the attributes, interfaces and management of components in the cloud. MEETING TITLE: Lifecycle Management for 5G Network Slice Services OBJECTIVE: Provide a package that allows product managers, architects and developer to design 5G enabled services using network slice management solutions that can be composed to support multiple and changing business models to support multiple industry vertical ecosystems. OUTCOME: Presentations by David Milham, Abinash Vishwakarma and Shingo HORIUCHI clarified the purpose of Network Slice Management as defined by various Standards Delivery Organizations (SDOs) and considered its impact on the Open Digital Architecture (ODA), Application Framework (TAM) and several APIs (Resource Pool Management API, Resource Function Configuration and Activation API, Topology API). All parties agreed that progress would require cross-team discussion and alignment between ODA, API, Frameworx, IoE. JOINT: IoE MEETING TITLE: Examine the EBA/ODA Concepts and Terminology from a business perspective (Session 1, 2) OBJECTIVE: Create a common language associated with Digital Ecosystem Management from a business perspective Align the ecosystem perspective term and concepts with ODA concepts and terminology resulting in on common glossary (TMF071); Components and services OUTCOME: During Session 1, Agreement reached in defining key Ecosystem terminology from a business perspective. Introduce usage of qualifiers to further define terminology; Business, vs Digital; defining scope of ecosystem and (end to end) by introducing "boundary". These terms will be added to TMF071 and other updates and clarifications will be made for R18.5. Active engaged participation and successful collaboration during this session. During Session 2, Karim Jammal presented two Orange implementations of CSP B2B2X ecosystem implementations, one for connected car infotainment services and the other for sponsored data overlayed on an ODA Functional architecture. Further validation to be done with the ODA ecosystem capabilities team as well as contributing the Business Capabilities described in these scenarios, the value streams and TM Forum assets utilized should also be contributed to the EBA team. Page 8 of 31

9 JOINT: Frameworx MEETING TITLE: Mapping of ODA to Frameworks OBJECTIVE: Clearly describe and share business coverage of each functional block of ODA architecture, at business process and business information levels. These mappings are a pre-requisite to functional frameworks and Open API s mappings OUTCOME: A session that detailed the work that needs to be done in SID and etom, based on findings from the ODA mapping of etom and SID artifacts into the ODA Functional blocks. Needed work includes the addition of new processes and ABEs as well as splitting existing ones. The plan is to issue CRs based on this work. In addition, continued analysis work on function mappings to be carried out as well. JOINT: ODA, AI, CEM MEETING TITLE: ODA Security & Privacy Requirements vs. AI/ML Data Availability Needs OBJECTIVE: To explore the constraints and requirements that support for data protection and privacy regulations places on the ODA plans and inform ODA team s work. OUTCOME: The session explored the tension between the apparently conflicting requirements for, on the one hand, Data security and privacy constraints and on the other, the need for AI/ML to access all and any of the enterprise data and beyond. These are conflicting requirements and we tend to talk about one set or the other, rarely do we consider both at once and try and resolve the tension. There was an interesting discussion with many views, but everyone in the room agreed with the basic premise, that the conflict exists and today we cannot articulate a good answer. Some suggestions were made about how to break down the problem and the sort of terminology that would add clarity to the debate and from which it may be possible to develop some best practice suggestions to help resolve the tension. It was agreed to create a discussion topic to collect ideas and stimulate further discussion to inform a potential R19 workstream and potential Lisbon Action Week session or workshop. MEETING TITLE: User Guide for Network Slice Management OBJECTIVE: Provide a User Guide that allows product managers, architects and developers to design 5G enabled services using a common CFS specification (service level abstractions of the resources) for network slice management solutions together with the features that need to be exposed including those where customer self-control is needed. OUTCOME: An early morning session to cater for remote access was well attended. Yuval Stein presented a comprehensive overview of Network Slicing, based on Architectural References, Nice 2018 Catalysts and multiple Use Cases. Samita Chakrabarti then shared Verizon's view of 5G Network Slicing Services and Key OSS Requirements for their deployment. JOINT: API, Frameworx MEETING TITLE: ODA Relationship between ODA Architecture and APIs OBJECTIVE: Touch base between both stream and identify common interest(s): API assets presentation (including SID Mapping) (lead: Team API) ODA presentation (lead: Team ODA) Identify common interest and objectives identify open APIs existing/missing at the boundary of ODA components: ODA team has already begun to map open API and they can share theirs first findings (Lead: Team ODA) Wrap-up and next actions (Both Teams) OUTCOME: This joint ODA, API and Frameworks alignment session attracted 57 attendees who enjoyed an overview of the current API assets presented by Ludovic Robert and a summary of the mapping being carried out by the ODA Functional Architecture team, presented by Sylvie Demarest. This now includes the mapping of three ODA Functional Blocks (Party Management, Core Commerce Management, Production) to etom, SID and Open Page 9 of 31

10 APIs. Use cases are also being developed by the Functional Architecture team, and joint calls are planned to continue the work. MEETING TITLE: Business Operating System (BOS) Session 1, 2 & 3 OBJECTIVE: To present an overview of BOS. What it is, why it s needed, and how it can be achieved. An opportunity to understand the proposal and provide feedback. Further discussion of the proposal, including clarification of the key issues that need to be addressed in Release 18.5 Consolidation of feedback, conclusions drawn, and actions required OUTCOME: Laurent Leboucher opened the introductory session by summarizing the proposal for a Business Operating System (BOS) to provide a reference implementation for the ODA Core Commerce area. The purpose of the session was to get further feedback on the proposal and discuss how it could be implemented. Ludovic Robert presented proposals for the use of TM Forum Open APIs within BOS. During BOS Session 2, attendees were divided into 3 teams (based on their birth month) and asked to perform a SWOT analysis on the Business Operating System (BOS). Proposals for a Pioneer/Catalyst project to deliver the first results, at Lisbon or Nice, were discussed. During BOS Session 3, attendees discussed the scope of the project and agreed to create written proposals for the overall vision/architecture/design and phase 1 proposal/scope by the end of November, to meet the cut-off date for Nice Catalyst submissions (December 14 th, 2018). Success factors and next steps were agreed, four companies agreed to participate in the initial phase, and others may confirm their participation once they've discussed it with their management. JOINT: API, Frameworx MEETING TITLE: Realizing Connectivity Service Management Models OBJECTIVE: Propose a structure approach to Connectivity Service models that are: Technology Neutral Vendor Neutral Technology Specific Vendor Neutral Which are designed to realize ODA requirement/principle for decoupling commerce and production capabilities for Connectivity Services. While also delivering interoperability between Connectivity Services using dissimilar technologies and leverages prior work: 5G catalysts, TR 255 series, TR 275 (ONF), SID and IG 1165 among others. OUTCOME: A well-attended joint session involving the key players affected by this complex issue. David Milham presented an overview of Connectivity Service requirements, with several examples and links to existing TM Forum assets addressing this topic. Multiple actions were agreed by the ODA, SID and API teams to resolve the issues. Page 10 of 31

11 AI & Data Analytics Artificial Intelligence (AI) systems are being developed and deployed to address a wide area of business and technical challenges, with intensive research and development helping to drive rapid progress and adoption. For companies investing in developing these solutions to address the needs of the CSPs efficiently there will need to be standards for how these systems will interact. Many AI companies find the requirements to have to customize and maintain individual solutions for individual CSPs a major barrier to addressing this market and therefore may focus on addressing other application areas such as Fintech or medical applications which could offer an easier path to revenue generation. At Action Week there were four sessions addressing key areas for rapid and efficient CSP adoption of AI: AI and Telecommunications Bridging the Ecosystems AI & Customer Experience; Key Application Areas AI Service and Network Management AI & Open Digital Architecture; Technical Requirements that AI imposes on ODA If you are not already a project member, you may join the AI & Data Analytics project (in the Application Project Area ) here: Members wishing to get involved in the AI & Data Analytics project may access the working area on the project Wiki, Confluence, here: See the meeting notes from Action Week, Dallas and working calls here: Summary of Explore-AI Sessions at Action Week: MEETING TITLE: Welcome Session Program Kick-Off for AI & Data Analytics / CEM OUTCOME: Action Week Dallas 2018 kicked off with more than 40 members on Tuesday, September 24 th. Members learned about the AI & DA and CEM workstreams and the vision TM Forum is moving towards. Member engagement in the two workstreams is essential. The Kick-off presentation with a high-level view of the workstreams has been attached to the meeting notes. JOINT: CEM, Frameworx (SID) MEETING TITLE: Realizing the potential of Artificial Intelligence Part I, Part II & Part III OBJECTIVE: Artificial Intelligence is playing a big role in smooth integration of technologies and automating networks. Learn how Telcos can use AI and data analytics, to identify and push various services to customers at the right time. Page 11 of 31

12 OUTCOME: Part I - Action Week AI & DA session kicked off with a panelist discussion on "Making the Business Case for Investing in AI." Jerrid Hamann, Janki Vora, Russ Bartels, and Avai S. were asked to explore a few questions such as: How do you define the value proposition for AI? How do you identify areas on investment and where to start? Is there more to deploying AIOps than just cost saving? How do you value and make tangible ROI from your AI investments? The recorded discussion of the session will be added to the meeting notes allowing members to revisit the discussion. After the panelist discussion, Professor Paul Morrissey led us through the history behind Data Models and whether what the Telcos have been using are appropriate for AI. Professor Paul Morrissey shared a TED Talk by John Doerr to remind us of the importance of setting the right goals or OKR's as we discuss Data Models and what could be used in the AI space. Part II - During this session members were introduced to the AI Management Standards for AI workstream. Members were asked to think about the challenges surrounding AI Management. They were introduced to an architecture and introduced to three Use Cases the team is currently looking at to further develop the architecture. To enhance the time we had together, members were asked to break into three different teams and use Design Thinking to create an Empathy Map surrounding a persona directed to one of the three use cases: Churn Chatbot for Customer Care Operations Mgmt Teams picked a persona and identified how that persona would do, think and feel about the use case. The exercise helped members to develop new, innovative solutions to the problem at hand. Everybody was given the opportunity to be creative. Part III - After a full day of AI and Data Analytics workshops, the day ended with Doron Youngerwood and Paul Morrissey introducing the potential of an AI Maturity Model. The benefits and opportunities were outlined at the beginning by outlining the different opportunities AI could solve and potential categories that could be incorporated in the model to help answer how to proceed. A maturity model typically has a set of structured levels that describe how well the behaviors, practices and processes of an organization can reliably and sustainably produce required outcomes. The AI Maturity model could be used as a benchmark for comparison and may act as a catalyst to understand any given scenario incorporated into the structured pillars. During the Wednesday Q4 session, Doron and Paul will outline the potential pillars for the AI Maturity Model. MEETING TITLE: Management Standards for AI OBJECTIVE: How do you manage AI deployments at scale? Addressing the problems of accountability, audit and maintenance The need for creating standard interfaces for both operational AI models and defining architectural components to develop and manage AI models Outlining the proposed TM Forum Management Standards for AI Page 12 of 31

13 OUTCOME: During this session on AI - Management Standards for AI, the team was able to continue its work with the personas through Design Thinking. JOINT: CEM, AI & DA MEETING TITLE: What is a Data Model? OBJECTIVE: Understanding why there is a need for a specific AI Data Model for Telco Addressing the operational data architecture required and approaches to data-anonymization Bringing insights and structure to data Outlining the proposed TM Forum AI Data Model for Telco Review the ABDR Model - Analytics Big Data Repository (ABDR) is about creating data lakes of information, putting structure and data dictionaries on top of data lakes so companies, vendors and any service provider can use to test ideas OUTCOME: This session explored the massive ramifications that AI might have in the not-too-distant future and the clarity of thought required to anticipate such changes. It went on to challenge whether the current enterprise data model is the right data source for AI to operate from. Various ideas were discussed, such as graph databases, semantic databases, ABDR, the API data model, etc. and ideas were explored to create validation exercises to explore and test which ideas might work best. Participants were encouraged to join the project workstream and collaborate in the discussions, leading to a discussion document (white paper) at the end of the cycle. JOINT: ODA, AI, CEM MEETING TITLE: ODA Security & Privacy Requirements vs AI/ML Data Availability Needs OBJECTIVE: To explore the constraints and requirements that support for data protection and privacy regulations places on the ODA plans and inform ODA Team s work. OUTCOME: The session explored the tension between the apparently conflicting requirements for, on the one hand, Data security and privacy constraints and on the other, the need for AI/ML to access all and any of the enterprise data and beyond. These are conflicting requirements and we tend to talk about one set or the other, rarely do we consider both at once and try and resolve the tension. There was an interesting discussion with many views, but everyone in the room agreed with the basic premise, that the conflict exists and today we cannot articulate a good answer. Some suggestions were made about how to break down the problem and the sort of terminology that would add clarity to the debate and from which it may be possible to develop some best practice suggestions to help resolve the tension. It was agreed to create a discussion topic to collect ideas and stimulate further discussion to inform a potential R19 workstream and potential Lisbon Action Week session or workshop. Page 13 of 31

14 MEETING TITLE: AI Data Training Repository OBJECTIVE: Understanding the benefits of a large data training repository Creating large anonymized datasets for ML training and validation Pooling together data Creating a lab environment to test AI models Outlining the proposed TM Forum AI Data Training Repository OUTCOME: The third workstream within AI & Data Analytics track is Data Training Repository. During this session, members explored how to test and build/train their AI applications in a safe environment using large set of curated, anonymized data, and make it easier to test out the benefits of different solutions. During the session at Action Week, members came up with several different options of what constitutes good data and how this workstream could continue to evolve. During Action Week, it was the first-time members met to discuss the topic around a data training repository and it proved to be a needed workstream. Discussions will continue moving forward starting the week of October 1 st as meetings will be held weekly on Fridays at 2:00 pm (BST). Please go to the AI & DA workstream in Confluence under calendar and accept meeting. JOINT: CEM, DMM MEETING TITLE: AI Maturity Model OBJECTIVE: Understanding the complexities of deploying AI where do we start? How to assess your own maturity? Where are you now and where do you want to go? Getting the implementation right from the customer, technology, strategy to data and operations Outlining the proposed TM Forum AI Maturity Model OUTCOME: Doron Youngerwood and Paul Morrissey ended the AI & Data Analytics track by continuing the discussion around AI Maturity Model. Members were again asked if an AI Maturity model is needed in this space and if the pillars outlined in the presentation were the right ones. Members believed the AI Maturity Model should proceed and added essential feedback regarding the pillars initially outlined. Key feedback was adding a standalone pillar for "Customer" and there was question if Data needed to have its own pillar. Other key takeaways are the importance of governance surrounding the maturity model. There is much to develop and understand about this workstream and the kick-off of this AI Maturity Model at Action Week has helped develop the work to be developed moving forward. Meetings for the workstream will continue every week starting the week of October 1 st every Thursday at 2pm (BST). JOINT: CEM, AI & Data Analytics MEETING TITLE: AI Customer Experience Use Cases OBJECTIVE: Discover the role Artificial Intelligence has in enhancing the Customer Experience. How can CSP allow customers to express their concerns by helping to reduce response times and personalizing the customer experience? How can network and processes be improved by utilizing AI functionality within the CEM space? OUTCOME: The 2018 Dallas Action Week for the AI & Data Analytics workstream came to an end discussing the last workstream in the set called AI Customer Experience - Uses Cases. The team was given an overview of the objectives surrounding the workstream and were asked to review the use cases Workstream 1: Service Management Standards for AI - Work In Progress are already focusing on to further the expansion of the use case. This team will work heavily with other workstreams to enhance use cases as well as work with the CEM team and AI Catalyst teams who have already created and are working through use cases via catalyst. The team Page 14 of 31

15 will work with the Service Management Standards for AI team and the CEM team to create a template that makes sense for all and is easy to use for members. During the meeting Ke Zhang from China Telecom also presented the use case created by his team to further a CX while high speed railways. Members are encouraged to read the use case attached to the meeting notes and provide comments. JOINT: CEM, ODA MEETING TITLE: Delivering Business Value through end-to-end CX design (Session 1, 2) OBJECTIVE: CX Design has become a key aspect in digital engagement experience and change in contemporary audience segments. Design projects have emerged which aims to integrate the strengths of design thinking. Focus for this workstream is end-to-end CX design practice that delivers business value. OUTCOME: The CEM track kicked off today with Arnold Buddenberg walking through Customer Experience Management Workstream for the Digital World. Rethinking how we view CX in a digital world to truly embrace the CX through the eyes of customer and not what the CSP believes the journey should entail. Are we meeting the customers expectations? Concentrating on the ROI will not satisfy the CX moving forward in the digital world. Arnold used the analogy of "What makes a good coffee." Delivering what matters to people, showing you are listening to what they want and delivering an all-round experience is what customers are looking for moving forward. Understanding the culture which the customer is coming from and changing the internal culture is essential moving forward. On Thursday Q1, the team will continue the discussion by breaking down personas by using Design Thinking and creating an Empathy Map. Dallas Thursday Q1: CEM - Delivering Business Value through end-to-end CX design (Session II). JOINT: CEM, AI & Data Analytics MEETING TITLE: 360 Degree of the Customer Joint w/cem OBJECTIVE: Telcos have an opportunity to rebuild their market positions and create innovative offerings for customers by re-inventing their 360 Degree View of the Customer. Few companies are close to capturing their full potential in this area. Three key initiatives in this space to consider: Telcos are expanding their revenue streams M&A means CSP are unifying CX processes & need to identify customers Digital Transformation - How can CSP promote 360 Degree View of the Customer OUTCOME: Doron Youngerwood started out Wednesday Q2 reminding members of the importance of CX and 360 Degree is a huge part of the journey. Interest in the data platforms to develop a key 360 Degree of the Customer is coming back. Collecting real-time data, extracting insights using ML and driving to action using these signals will enhance the customer journey which will lead CSP's to engage with their customers. You can adopt every possible digital communication technology, but it is worthless without the underlying insight that a customer data platform provides. The 360 Degree of the Customer CEM workstream is having a kick-off call the week of October 1 st and will work with members to re-look at the customer journey. Meetings will be held every Tuesday at 2pm (BST). Page 15 of 31

16 Open APIs TM Forum Open APIs provide the critical enablers to build an ecosystem or marketplace for partner onboarding, monitoring and management of digital services across business boundaries. This is a global initiative to enable end-to-end connectivity, interoperability & portability across complex ecosystem-based services. There is a suite of 50+ collaboratively developed REST based Open APIs, reference implementations & compliance toolkits with training & certification. 42 leading service providers and technology companies have signed the TM Forum Open API Manifesto. If you are not already a project member, you may join the API project (in the Core Project Area ) here: Members wishing to get involved in the API project may access the working area on the project Wiki, Confluence, here: See the meeting notes from Action Week, Dallas and working calls here: Summary of API Sessions at Action Week: MEETING TITLE: API Welcome & the week s Agenda OBJECTIVE: Welcome to new-comers to the API program. API state of the Nation. High level summary of planned work in R18.5. Summarize API agenda for the week. OUTCOME: The extended family of members met face-to-face, many for the first time, with a large audience including operators such as: Verizon, AT&T, NTT, Telstra, Vodafone, Orange, BT, US-Cellular, KDDI, Charter. Andreas Polz gave an overview of the program, the meeting schedule and artifacts - in order to get engaged in the "inner circle" of active participants. MEETING TITLE: Roadmapped APIs OBJECTIVE: To review and assess 5 APIs proposed for Test Management and Test Execution OUTCOME: An excellent overview of the current status, with a positive outcome and agreement on the way forward. Huawei s Frank Massoudian and Edward Pershwitz gave a very comprehensive overview of a holistic approach to test management (environment, test-cases etc.) and a proposal as to how this might be expressed using future TM Forum Open-APIs. It was agreed to pursue this topic in weekly API Architecture calls run by Pierre Gauthier on BST, to bring these proposals into the future API catalog. MEETING TITLE: Reactive system design APIs for Event Streaming APIs beyond HTTP transport OBJECTIVE: Review the context and set out the options and the proposals to take forward. Today, using http with POST to listener. But as the number of microservices grows, this becomes unsustainable. Need to decouple the microservices to an event hub or bus. OUTCOME: Pierre Gauthier gave an overview on how reactive systems design might apply to the future TM Forum Open-API catalog, specifically Event Management and Microservice design. Other future concepts intended for Design Guidelines v4.0 such as externalized JSON-Schema work well with this, as the same schemas can be reused for "traditional" invocation as well as event payloads/triggers. Page 16 of 31

17 MEETING TITLE: API Architecture Developments & Plans OBJECTIVE: API architecture topics - where we are, where we are going - Design Guideline "roadmap". DG status (including the API migration to DG3.1 status). Plans for DG 4.0, including; Component Suite concept & principal, Polymorphic pattern, Separation of concern - definition and JSON-schema, Events (schema), Support for reactive based design - Evolution of Transport / Protocols, OS migration - Support for swagger 3.0. OUTCOME: Pierre Gauthier gave an overview of recently published work in Design Guidelines v3.0, and next steps in DG v3.1 (EntityRef or Value pattern, Event definitions, Characteristic/CharacteristicValue) and DGv4.0 (Event Streaming, Messaging, Swagger Componentization, Swagger 3.0). Stephen Harrop gave an overview of impact analysis of JSON-Schema rationalization on the NaaS-7 APIs. MEETING TITLE: NaaS Component Suite State-of-the-Nation OBJECTIVE: Present a high-level summary of the need for and requirements of a NaaS component suite, objectives for the Friday NaaS component suite spec jam, the preparation so far and how you can get involved. OUTCOME: Johanne Mayer presented the Network As A Service (NaaS) component Suite, as a façade to a number of service-layer TM Forum Open-APIs, in order to abstract a number of service domains such as Content, Cloud/Hosting, Fixed Line, Mobile each exposing the same pick and mix of service functions, together with directory of services in a master catalog. MEETING TITLE: API Adoption Feedback from Adopters / Open API Labs OBJECTIVE: Feedback session from companies that are not normally working with us who have implemented the API and who would like to share the experiences, plus extensions and changes that they made to the APIs so that we can decide what needs to be extracted from that to further improve the APIs. OUTCOME: Joann O Brien gave an overview of adoption statistics (organizations, APIs) across the community and invited feedback from adopters to-date. The issues raised (entity definitions, attribute descriptions, RefOrValue) are all on the roadmap for resolution in the timeframe of Design Guidelines v3.1 and v4.0. Stephen Harrop gave an overview of how technical issues are raised and dealt with (assigned, prioritized) on a weekly basis using TMF- JIRA. JOINT: Frameworx (SID) MEETING TITLE: Policy Aggregated Business Entity (ABE) in SID OBJECTIVE: There is wide interest in defining a policy API to create and retrieve policies. The current SID policy model is very complex there are fifteen (15) figures in the SID policy ABE. Joint discussions with Frameworx (SID) SID will bring input material OUTCOME: Michel Besson gave an overview of the history of development in the standards work (IETF and TM Forum) of a Policy framework, as background to the future development for a TM Forum Open-API for Policy - particularly as applied to Pricing Policy. Anyone with interest in this area is invited to join in a working party on this API. MEETING TITLE: Development Tool Chain (Session 1, 2, 3) OBJECTIVE: RI & CTK Tooling, API development and management tooling, Open API Labs - tooling aspect, TM Forum APIs and swagger 3.0, DevOps, tool chain, practical results - a "DevOps track"? OUTCOME: In lieu of Mariano Belaunde, Ludovic Robert, presented Mariano's proposal for a major update to the API development toolchain - moving us away from the dependency on Sparx Enterprise Architect, and a UML-first approach, to a text/github-first approach with a Domain Specific Language (YAML-UML) description of the API Page 17 of 31

18 data model, from which a Swagger, Schemas, Specification document and UML diagram could be derived. Mariano Belaunde anticipates a first trial-use of this new toolchain by the end of October. JOINT: ODA MEETING TITLE: ODA Relationship between ODA Architecture and APIs OBJECTIVE: Touch base between both stream and identify common interest(s) API assets presentation (including SID Mapping) (lead: Team API) ODA presentation (lead: Team ODA) Identify common interest and objectives identify open APIs existing/missing at the boundary of ODA components: ODA team has already begun to map open API and they can share theirs first findings (Lead: Team ODA Wrap-up and next actions (Both Teams) OUTCOME: This joint ODA, API and Frameworks alignment session attracted 57 attendees who enjoyed an overview of the current API assets presented by Ludovic Robert and a summary of the mapping being carried out by the ODA Functional Architecture team, presented by Sylvie Demarest. This now includes the mapping of three ODA Functional Blocks (Party Management, Core Commerce Management, Production) to etom, SID and Open APIs. Use cases are also being developed by the Functional Architecture team, and joint calls are planned to continue the work. MEETING TITLE: API Component Suites OBJECTIVE: Set out R18.5 planned work; TR280 - API Component Suite concepts & principals - what is an API component suite? TMF426 - template - How should others document their component suites in an efficient & repeatable way? Refine based on R18 experience; Need to do a much better job of explaining about what it is; Does not standardizes work flows, Provides functions and end-points, Normative means "if... then,... If you provide service definition, then you can..." JOINT: Frameworx (SID) MEETING TITLE: API / SID / Frameworx Mapping Task Force (2 Sessions) OBJECTIVE: Share progress on API mapping to SID and Frameworx. Check and resolve open issues. Agree on priorities for future work. OUTCOME: Michel Besson and Cecile Ludwichowski gave an overview of the API Mapping process (validating the API Data Model against the Information Frameworx) and progress. It was proposed that a future move towards a Schema-centric (rather than API-centric) approach might make this a more efficient process, as we (API and InfoFx teams) will have a common GitHub artefact to review together during API construction. JOINT: ODA/ZOOM, Frameworx MEETING TITLE: Realizing Connectivity Service Management Models [entered on Frameworx, ODA page] OBJECTIVE: Propose a structured approach to Connectivity Service models that are: Technology Neutral Vendor Neutral Technology Specific Vendor Neutral Which are designed to realize ODA requirement/principle for decoupling commerce and production capabilities for Connectivity Services. While also delivering interoperability between Connectivity Services using dissimilar technologies and leverages prior work: 5G catalysts, TR255 series, TR275 (ONF), SID and IG1165 among others. OUTCOME: A well-attended joint session involving the key players affected by this complex issue. David Milham presented an overview of Connectivity Service requirements, with several examples and links to existing TM Forum assets addressing this topic. Multiple actions were agreed by the ODA, SID and API teams to resolve the issues. Page 18 of 31

19 MEETING TITLE: NaaS Spec Jam (4 Sessions) OBJECTIVE: Complete NaaS Spec Jam Template, Review and update agreed NaaS Services Definition, list them out: Eline (currently example from Catalyst open for discussion) o How might MEF define an eline? o Onap alignment? o How will TM Forum define the payload? Firewall Wireless access point Review and Update NaaS supported operations, provide examples based on Service definitions, determine optional and mandatory features Review and update notifications, Event Definitions and Hub definitions Review and update sequence diagrams, review and update profiles (Service Configuration/Ordering), produce final Swagger, create conformance profiles based on Component Conformance Profile Template OUTCOME: Johanne Mayer - Telstra has made a contribution as to what needs to sit above a domain, so it may be managed. Aiming to expose only the network services. We only use TMF640. There has been debate about using TMF641 & TMF638, but this version stays with TMF640. Pierre Gauthier - NaaS is on its way to become a standard in TM Forum. The goal is to get the NaaS CS specification into API Team review by the end of October. In summary, will progress with submission as is, using TMF640, looking for analysis of inconsistencies. For R18.5, we will create the common definitions in place for the single swagger file. So, we need to identify the inconsistencies & the solutions for a combined swagger file approach. Propose to work with Knut Johannessen & Enrique and plan to complete the combined swagger in next two weeks. Page 19 of 31

20 Customer Centricity Over the past several years, work stream collaboration has resulted in a robust, reusable set of Customer Centricity assets and tools. Historically the Customer Centricity program has been focused on Customer Experience Management (CEM), Data Analytics and Metrics. Telcos also struggle today to easily identify, extract and analyze meaningful data from the massive cache they own. TM Forum s Data Analytics Program is working to help organizations make the best use out of business intelligence and data analytics tools in the enterprise-wide activities of revenue management and customer experience management. The focus of the work is on bridging the gap between raw Data Analytics technology and the specific business needs of your company. If you are not already a project member, you may join the Customer Experience Management project (in the Application Project Area ) here: Members wishing to get involved in the CUSTOMER CENTRICITY project may access the working area on the project Wiki, Confluence, here: See the meeting notes from Action Week Dallas and working calls here: If you are not already a project member, you may join the ABDR (Analytics Big Data Repository) project (in the Application Project Area ) here: Members wishing to get involved in the ABDR (Analytics Big Data Repository) project may access the working area on the project Wiki, Confluence, here: See the meeting notes from Action Week Dallas and working calls here: Summary of Customer Centricity Sessions at Action Week: MEETING TITLE: AI & CEM Welcome Session Program Kick-Off for AI & Data Analytics / CEM OBJECTIVE: OUTCOME: Action Week Dallas 2018 kicked off with more than 40 members on Tuesday, September 24 th. Members learned about the AI & DA and CEM workstreams and the vision TM Forum is moving towards. Member engagement in the two workstreams is essential. Please see Aaron Boasman kick-off presentation for high level view of the workstreams. PowerPoint has been attached to these meeting notes. Page 20 of 31

21 JOINT: CEM, ODA MEETING TITLE: Delivering Business Value through end-to-end CX design (Session1, 2) OBJECTIVE: CX Design has become a key aspect in digital engagement experience and change in contemporary audience segments. Design projects have emerged which aims to integrate the strengths of design thinking. Focus for this workstream is end-to-end CX design practice that delivers business value. OUTCOME: The CEM track kicked off today with Arnold Buddenberg walking through Customer Experience Management Workstream for the Digital World. Rethinking how we view CX in a digital world to truly embrace the CX through the eyes of customer and not what the CSP believes the journey should entail. Are we meeting the customers expectations? Concentrating on the ROI will not satisfy the CX moving forward in the digital world. Arnold used the analogy of "What makes a good coffee." Delivering what matters to people, showing you are listening to what they want and delivering an all-round experience is what customers are looking for moving forward. Understanding the culture which the customer is coming from and changing the internal culture is essential moving forward. On Thursday Q1, the team will continue the discussion by breaking down personas by using Design Thinking and creating an Empathy Map. Dallas Thursday Q1: CEM - Delivering Business Value through end-to-end CX design (Session II) JOINT: CEM, AI & Data Analytics MEETING TITLE: 360 Degree of the Customer OBJECTIVE: Telcos have an opportunity to rebuild their market positions and create innovative offerings for customers by re-inventing their 360 Degree View of the Customer. Few companies are close to capturing their full potential in this area. Three key initiatives in this space to consider: Telcos are expanding their revenue streams M&A means CSP are unifying CX processes & need to identify customers Digital Transformation - How can CSP promote 360 Degree View of the Customer OUTCOME: Doron Youngerwood started out Wednesday Q2 reminding members of the importance of CX and 360 Degree is a huge part of the journey. Interest in the data platforms to develop a key 360 Degree of the Customer is coming back. Collecting real-time data, extracting insights using ML and driving to action using these signals will enhance the customer journey which will lead CSP's to engage with their customers. You can adopt every possible digital communication technology, but it is worthless without the underlying insight that a customer data platform provides. The 360 Degree of the Customer CEM workstream is having a kick-off call the week of October 1st and will work with members to re-look at the customer journey. Meetings will be held every Tuesday at 2pm (BST). Page 21 of 31