Jaap Burgerhout Marcel Riemen Erwin Jaikaran Harold Beers. Heidelberg (Germany) May 2000

Transcription

1 Jaap Burgerhout Marcel Riemen Erwin Jaikaran Harold Beers Heidelberg (Germany) May 2000

2 OSS Gateway Framework Business Process Management Module Web Server Oracle Database XML Engine Integration Engine Module Security Module IT Infrastructure HP, Added Value OSS Gateway Summery

3 IT Infrastructure S E C U R II T Y Web Web Server Server XML XML engine engine CCS CCS Integration Engine Billing Billing Adapters Business Business Process Process Management Management Account Account High High Availability Availability SDP SDP Oracle Oracle Database Database Reporting Reporting Audit Audit SLM SLM

4 OSS Gateway Framework Business Process Management Module Web Server Oracle Database XML Engine Integration Engine Module Security Module IT Infrastructure HP, Added Value OSS Gateway Summery S E C U R I T Y IT Infrastructure Web Server XML engine CCS Integration Engine Adapters Billing Account Business Process Management High Availability SDP Oracle Database Reporting Audit SLM

5 Business Process Management (BPM) The OSS Module for creating the process flow s Provides separation of process activities... Who - The Resource What and When - The Process Rules How - The Process Activity with independent modification of each Enabling rapid Change Provides facilities to monitor and measure the business processes Real-time management of business

6 Support Telecom partners to automate processes Repeatable processes across People and applications Processes that are auditable (SLA) Processes that ensure work is carried out to business rules in an efficient manner Processes that can be changed rapidly in light of the changing business landscape

7 CPS_AP CPS_SP TTP Agent Service Customer SRO Service RequestOrder (a2) SRO Service Request Order (a1) (a1) (a2) SRO Service Request (a4) (b1) SRO_Resp (a3) (b2) (a3) (a4) Cooling Off period begin SRO_Resp (a5) SRO_Resp (a6) (b4) Anti-slamming Custom er Authorisation e.g.return Reply Card (a5) (a6) SRO_Firm_Confirmation(a7) (b3) (a7) Supplier SRO_Firm_Confirmation (a8) SRO_Firm_Confirmation (a8) (a9) Customer SRO_Completion(a10) (a9) Cooling Off period End SRO_Completion(a11) SRO_Completion(a12) (a10) (a11) (a12) PIR 3.2 Appendix 4

8 OSS Gateway Supplier Customer CRM Billing Customer Care Customer Care Planning ERP

9 OSS Gateway Process GW OSS-GW OSS-GW OSS-GW Service Customer Service Customer Agent CPS_SP TTP Supplier Customer CPS_AP

10 3ODQQLQJ (53 &&6

11

12 Employees/Clients Core Components Middleware Applications/ Databases Process Studio Audit Logger Resource Executive Resource Repository Graphical Tracker Adapter Process Engine Middleware Adapter 0LGGOHZDUH CCS Business Console Work List Server ODBC Adapter Custom Adapters Inventory System Users Web, , Custom Database Systems

13 Simple to use Graphical process Designer Create/modify business processes Process definition Rules Activities Resources Data items Used by business analyst/manager Process stored in repository, handle version control Process Design/Modification Process Studio Process Repository &OLFNRQLPDJHIRUIXOOVFUHHQ

14 Series of activities Rules on who carries out work Decision points (Route Nodes) Work is automatically sent to recipient Work List Adapter Cross Department Across the Enterprise Include Customer and Suppliers TTP CPS_AP CPS_SP Agent Service Customer &OLFNRQLPDJHIRUIXOOVFUHHQ

15 Powerful feature of HP OSS Gateway Allows complex resolution of work allocation Handled by the Resource Executive, using one or more Resource Repositories Use existing corporate databases Handle complex work patterns, such as: Shift Work Remote/Local Working Load balancing Escalation rules (SLA) Resource Executive Resource Repository

16 3URFHVV(QJLQH 5HVRXUFH 5XOHV 5HVRXUFH([HFXWLYH 5HVRXUFH([HFXWLYH Resource Agents 2'%&$JHQW /'$3$JHQW 2UDFOH$JHQW 0LGGOHZDUH$JHQW Resource Repository &RUSRUDWH 'LUHFWRU\ /'$3 'LUHFWRU\ 'HIDXOW 5HSRVLWRU\ /HJDF\ 'DWD Example Information Manager Information Sign-off Limits Address Location Codes Employees Nos CCS Billing HLR

17 Any activity can be performed by: Employee Web Client Client Custom Client Automated Client Automated Client that polls Work List Server Business Application Via Adapters off Integration Engine ODBC Adapter Feeder

18 Clients Auto Forms Custom Forms Process Engine Work List Server (PDLO 1HWZRUN Custom Clients or Applications Plug-in Click on images for full screen

19 Clients initiate or participate in a Process Custom Clients VB, Java, JavaScript Work List API Java Classes and JavaBean COM Connect Get Work Action Work Change data etc. Initiate :RUN/LVW 6HUYHU$3, Participate

20 Screen shot - Process Tracker (Diagram form) Process Tracker Audit Logger

21 Screen shot - Extending Business Console with 3rd Party reporting tools) Audit Logger

22 OSS Gateway Framework Business Process Management Module Web Server Oracle Database XML Engine Integration Engine Module Security Module IT Infrastructure HP, Added Value OSS Gateway Summery S E C U R I T Y IT Infrastructure Web Server XML engine CCS Integration Engine Adapters Billing Account Business Process Management High Availability SDP Oracle Database Reporting Audit SLM

23 7KH266*DWHZD\XVHVPHVVDJHEURNHULQJ WHFKQRORJLHVWRLQWHJUDWH&36OHJDF\ZLWKLQ WKHFRPSDQ\DQGDFURVVWKH7HOHFRP6XSSO\ &KDLQWRDOORZWKH9LUWXDO&ROODERUDWLRQ 1HWZRUNWRRSHUDWHDVRQHLQWHJUDWHG &RPSDQ\ (QWHUSULVH,QWHJUDWLRQ6HUYLFHV (6HUYLFHVHQDEOH WKHH[LVWLQJ LQIUDVWUXFWXUH

24 Management Facility Client Adapter Communication Bus Transformation Adapter Message flow Adapter Meta Dictionary Transportation Adapter Message Warehouse CRM Billing ERP

25 Management Facility Client Client Adapter Adapter Communication Bus Guaranteed delivery Exactly once Transformation Adapter Adapter Message routing Meta Dictionary Adapter Adapter Transportation Adapter Adapter Message Warehouse In right order Through store and forward ERP ERP Billing Billing CRM CRM Storage in message warehouse Asynchronous and synchronous

26 Management Facility Client Client Adapter Adapter Communication Bus Interface handshaking Transformation Adapter Adapter ERP ERP Message routing Meta Dictionary Adapter Adapter Billing Billing Transportation Adapter Adapter CRM CRM Message Warehouse translator between end point application and broker hub versatility: interfacing to any application non-invasive (sometimes)

27 Management Facility Client Client Adapter Adapter Communication Bus Different layers of transformation protocol e.g. from SNA to TCP/IP Transformation Adapter Adapter Message routing Meta Dictionary Adapter Adapter Transportation Adapter Adapter Message Warehouse interface e.g. from SQL to 3270 ERP ERP Billing Billing CRM CRM format e.g. from ASCII to EBCDIC semantic e.g. from 01 to january

28 Management Facility Client Adapter Communication Bus Transformation Adapter Message flow Adapter Meta Dictionary Transportation Adapter Message Warehouse CRM Billing ERP

29 Management Facility Client Client Adapter Adapter Communication Bus Guaranteed delivery Exactly once Transformation Adapter Adapter Message routing Meta Dictionary Adapter Adapter Transportation Adapter Adapter Message Warehouse In right order Through store and forward ERP ERP Billing Billing CRM CRM Storage in message warehouse Asynchronous and synchronous

30 Management Facility Client Client Adapter Adapter Communication Bus Interface handshaking Transformation Adapter Adapter ERP ERP Message routing Meta Dictionary Adapter Adapter Billing Billing Transportation Adapter Adapter CRM CRM Message Warehouse translator between end point application and broker hub versatility: interfacing to any application non-invasive (sometimes)

31 Management Facility Client Client Adapter Adapter Communication Bus Different layers of transformation protocol e.g. from SNA to TCP/IP Transformation Adapter Adapter Message routing Meta Dictionary Adapter Adapter Transportation Adapter Adapter Message Warehouse interface e.g. from SQL to 3270 ERP ERP Billing Billing CRM CRM format e.g. from ASCII to EBCDIC semantic e.g. from 01 to january

32 Interface Adapter Adapter Business Process Process Management Engine Engine Adapter massage broker broker Adapter Adapter Web Web Interface Adapter Web Web Interface Adapter Adapter Business Process Process Management Engine Engine Adapter massage broker broker Adapter Adapter Interface Adapter CRM Billing Customer Care Planning ERP CRM Billing Customer Care Planning ERP Secure Internet Connection

33 OSS Gateway Framework Business Process Management Module Web Server Oracle Database XML Engine Integration Engine Module Security Module IT Infrastructure HP, Added Value OSS Gateway Summery S E C U R I T Y IT Infrastructure Web Server XML engine CCS Integration Engine Adapters Billing Account Business Process Management High Availability SDP Oracle Database Reporting Audit SLM

34 There are different levels of security Authentication/authorization on the OSS Gateway Securing the connection to the OSS Gateway Securing the OSS Gateway systems

35 End users authenticate to the Process Engine User ID and password Strong authentication using Smartcard Security Dynamics ACE/SecurID Biometrics [e.g. fingerprint authentication] When authenticated, a user has a profile Role definitions for different types of users Authorization based on the role of a user All actions and transactions are logged with User ID

36 There are two types of connection to a OSS Gateway Gateway-to-Gateway communication Most probably using XML messages End-user connection to the OSS Gateway using a web browser End-user can connect locally or over the Internet

37 Issues: Mutual authentication of the OSS Gateways Connection to the Internet always protected by a firewall Use encryption to protect the information that is exchanged in the XML messages Solutions: Using VPN technologies and digital signatures for both mutual authentication and encryption Standard IPSEC encryption between firewalls or between the OSS Gateways

38 The end-user connects locally or over the Internet Using SSL and digital certificates for encryption Highest encryption levels US export restrictions still hold for many countries Strong authentication to the OSS Gateway: Smartcards, SecurID, Biometrics, When authenticated the user profile is used for authorization

39 One more level of security: host security Firewalls are not enough!! What to do when a web server or application is compromised? Solutions: Securing the application front-end (HP VirtualVault) Securing the system where the OSS Gateway is running Intrusion detection, etc.

40 mail server Firewall mail server browser web server web server Database File Service Network Management application code PointCast ShockWave browser Firewalls cannot protect against attacks that are embedded Containment damage to applications from these programs VirtualVault complements enterprise

41 Mobile Workers Remote Office VPN Praesidium Internet Praesidium Web Plug-in Praesidium Praesidium Access Privileges Web Plug-in Web Plug-in WEB Servers LDAP User Management Customers Praesidium Router FTP Server Praesidium OSS Gateway Partner Site VPN Web Server Praesidium Across the Internet On the boundary Within the Intranet

42 FROM: Keeping people out Building defenses Network centric IT centric Fixed TO: Letting the right people in Building Trust Transaction, Information, Relation centric Business centric Flexible

43 OSS Gateway Framework Business Process Management Module Web Server Oracle Database XML Engine Integration Engine Module Security Module IT Infrastructure HP, Added Value OSS Gateway Summery S E C U R I T Y IT Infrastructure Web Server XML engine CCS Integration Engine Adapters Billing Account Business Process Management High Availability SDP Oracle Database Reporting Audit SLM

44 Across the internet On the boundary Within the OSS gateway On the boundary Intern

45 OSS Gateway Framework Business Process Management Module Web Server Oracle Database XML Engine Integration Engine Module Security Module IT Infrastructure HP, Added Value OSS Gateway Summery S E C U R I T Y IT Infrastructure Web Server XML engine CCS Integration Engine Adapters Billing Account Business Process Management High Availability SDP Oracle Database Reporting Audit SLM

46 Scalable Hardware and OS ITManagement (HP-Openview Openview) High availability 99,995% (MC ServiceGuard) Business Process Management (Changengine( Changengine) Internet Security (Virtual Vault) Network Technology Global Distribution and Support But HP is not only supplying building blocks

47 HP identified the need for gateway s s for more than tree years and has implemented the first OSS gateway in Europe (fully operational 12/1997) As a result more than 30 gateway projects were implanted into the healthcare sector Recently other sectors of industry have noticed increasing need for integration this has lead to multiple international projects in: Telecom, Finance, Food and Utility For several years more than 45 projects have been implemented in different sectors

48 HP has also the global infrastructure to support the telecom market One stop shop Centers of expertise located world-wide Structured knowledge and resource sharing

49 OSS Gateway Framework Business Process Management Module Web Server Oracle Database XML Engine Integration Engine Module Security Module IT Infrastructure HP, Added Value OSS Gateway Summery S E C U R I T Y IT Infrastructure Web Server XML engine CCS Integration Engine Adapters Billing Account Business Process Management High Availability SDP Oracle Database Reporting Audit SLM

50 An flexible and secure environment for rapidly creating process centric services like Carrier Pre-Select (CPS) Fully integrated framework High level process definition Sophisticated resource allocation Client/user interface of choice Integrated with existing legacy applications Measure, monitor and incrementally improve end-to-end business processes Between Telecom partners and Clients Provisioning of goods/services

51 Value Collaboration Network E-services Internal Application Integration flexible Enterprise flexible Supply Chain

52

53

54

55

56

57 5HDOWLPHPDQDJHPHQWRIWKH %XVLQHVV Business Manager view of Processes Screen shot - Ave Time/Node Individual customer cases Weekly, monthly, daily averages Identify bottlenecks Combine Process data with Business data Make amendments to processes Monitor the effect of the amendments

58 Allows organizations to measure their business Monitor business processes Chart daily, weekly or monthly averages Makes business processes more flexible and efficient

59 Message routing, data transformation and guarantied delivery Communication Bus Bus -- Message Oriented Middleware Standardization of messages Adapter Adapter Adapter Adapter Adapter CRM Billing Customer Care Planning ERP Business Logic