ENGENHARIA DE SERVIÇOS SERVICES ENGINEERING

Transcription

1 Mestrado em Engenharia de Redes de Comunicações MSc in Communication Networks Engineering ENGENHARIA DE SERVIÇOS SERVICES ENGINEERING Sistemas de Suporte às Operações 4 - Operations Support Systems 4 1

2 Outline OSS Integration Automation Transactions and Flows Integration Technologies 2

3 OSS Integration Building and Integrated architecture that allows Processes and Data to Flow seamlessly is a big challenge in OSS An ideal architecture should allow for systems to be altered, added and removed without requiring massive rewrites and conversions Technology can be an enabler but integration requires significant analysis and testing as well as development efforts. 3

4 OSS Integration Objectives Order Flow-Through Service Assurance Flow-Through Integrated Customer View Data Synchronization 4

5 OSS Integration Objectives Order Flow-Through: Objective: To manage interactions among applications for order-processing workflow Requirements: Sequential and parallel activities coordinated across multiple systems Involves: Sales Force Automation, Order Entry, Order Management, Provisioning, Activation, Interconnect GW, Billing... 5

6 OSS Integration Objectives Service Assurance Flow-Through: Objectives: To detect faults and correlate to affected customers Requirement: Automatic Trouble Ticket generation Involves: Network Management, Trouble Ticket system, Service Level Management (SLA credits calculation), Billing Customer originated Trouble Tickets (via Web Portal or Contact Center) Requirement: Ticket to be flowed to appropriate application for resolution Involves: Web Portal, CRM, Trouble Ticket system, Service Level Management (SLA credits calculation), Billing.. 6

7 OSS Integration Objectives Integrated Customer View: Requires Real-Time flow with immediate access to customer data Data is requested and synthesized from multiple systems Involves: Web Portal, Network Management, Trouble Ticket system (outstanding Tickets), Order Management (Order Status), Billing (recent billing activity and status),... 7

8 OSS Integration Objectives Data Synchronization: In an ideal OSS, applications would share a common database obviating redundant data In reality, each OSS application has its own proprietary data model and data store In order to build an Integrated OSS it is necessary to establish for each data subject area a master system of record for data entities (without a master it is impossible to determine the event and transaction flows to achieve integration. 8

9 Transactions and Flows Sales Force Automation transactions: Service Availability Scheduling Order Capture Web-Based Care Transactions: Order Entry Order Status Billing Presentment Policy Management 9

10 Transactions and Flows Order Management and Provisioning transactions: Supplier Gateway Work Force Management Network Activation Service Testing Billing Transactions: Customer Profile maintenance Order Completion Financial (General Ledger) feed 10

11 Transactions and Flows Network Monitoring transactions: Fault Detection and Correlation Trouble Ticket Generation Dispatching Service Testing Web-Based Care Transactions: Trouble Entry / Trouble Status SLA Credits 11

12 Common Integration technologies Point-to-Point Integration Integration of applications in a pair-wise fashion Enterprise Application Integration (EAI) Common technical approach around a middleware infrastructure Middleware provides a bus or backplane among applications Applications are connected to the bus via adapters or connectors 12

13 Integration Technologies comparison 13

14 Integration technologies Point-to-Point 14

15 Integration technologies Point-to-Point ENGENHARIA DE SERVIÇOS SERVICES ENGINEERING 15

16 Integration technologies - EAI 16

17 Integration technologies - EAI ENGENHARIA DE SERVIÇOS SERVICES ENGINEERING 17

18 Integration technologies - EAI 18

19 Integration technologies Business Integration Architecture 19

20 EAI functional components Application A plethora of applications can be integrated Connector/Adaptor Abstracts and normalizes the technical details of the application interface Translation Service Data-mapping engine Message Transport Messaging and queuing Event Flow WorkFlow/EventFlow manager 20

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22 References and Readings Websites: Telemanagement Forum: Documents: S. Jain, M. Hayward, S. Kumar, Broadband Infrastructure: The Ultimate Guide to Building and Delivering OSS/BSS, Capítulo 6: Integrating the OSS Platform, 2003, Kluwer Academic Publishers B. Gupta, M. Sarkar, Business Integration Architecture for Next Generation OSS (NGOSS), 2006, Infosys K. Rao Medida, Service Oriented Design and Architecture: Solving Telecom Systems Integration Problems, 2003, WiPro Technologies INFOSYS, Linking Business Processes and Data using TMF etom and SID Frameworks, 2006, Infosys 22